Do Not Trust Promotions and/or the Customer Service
FYI, I am a seasoned traveler with 40 years of experience. I participated in an AAA/Hertz promotional program. The Hertz company has refused to honor the program is/has been unwilling to answer basic questions or will not provide additional contact information for the Hertz management or departments. Bottom line is that they have lied repeatedly and given me the runaround for over a month. I am a Presidents Circle and still have no level of service. My advice--Choose a more reputable rental company that honors their programs and those of their partners.
All of North America
Where do I begin? Upon picking up my rental car, the Hertz rep told me that I had two options as far as gas goes. Fill the tank myself or they would fill it for me. They neglect to mention that if you drive over 100 miles, you will automatically be charged for a full tank of gas. Also, if less than 100 miles, they charge $10 per gallon to fill it up! Seriously?? They also neglect to tell you when making the reservation that they'll hold a $200 deposit for the car (which I had to charge to my debit card). It took them all of two seconds to take this money from my bank account, but upon asking (of course they do not offer this information willingly), I was told that it would take 5-10 business days for them to refund it. Why? It took two seconds to take my $, but two weeks to give it back?? When I repeatedly asked why it takes so long, there answer was: "that's our policy". Thanks for explaining that to me Hertz! I do not have extra money lying around in my account for them to hold onto for no reason. WISH I HAD READ THESE REVIEWS BEFORE RENTING FROM HERTZ! NEVER AGAIN!
Do yourself a favor and don't rent from Hertz.
I should have listened to all of the negative reviews before renting from this company!! We reserved a cargo van on 2/6/2018 to be picked up on 3/27/2018. We needed a cargo van to bring back some family heirlooms. When we got there they didn't have the cargo van, they had a mini van. We weren't happy about this but agreed to take it as the seats could be removed. My boyfriend asked if the guys who cleaned the cars could help him as he was recently in a car accident. He was told no they could not help him (the lady at the counter went out of her way to go outside to make sure and tell them not to help). The manager was the rudest. She was extremely rude and accused us of yelling. She refused to rent us the van. We made calls to Hertz corporation. They said they would talk to her, which she refused to do. They then told us there is nothing they can do for us. I am completely amazed at the horrible customer service from this location and Hertz themselves.
Happy with Hertz!
I rented with Hertz for 3 days. Got a fantastic rate because, frankly, I booked way ahead of time. The rate was $17 a day for a full size vehicle. The office I went to, which was in a hotel, locally, was helpful, very business-like, friendly and knowledgeable. They took me up to the garage/roof parking and I was immediately given a great car. The trick is, is to book as much in advance as possible. That attributed to the fact that I got an outrageous rate for a booking right around a holiday. Again, word to the wise, book as much in advance as you can.
Worst Customer Service I Ever Experienced
Prepaid for a week rental at the Puerto Rico airport, for a family reunion that we had scheduled. Unfortunately, it fell on the exact week that the hurricane hit. A few days before pick up, when it was obvious that travel to the island would be impossible, I contacted Hertz and canceled. They assured me a full refund in 5 to 7 days. Two weeks later, after not receiving the refund I contacted customer service again. They once more assured me a full refund in 5 to 7 days, and stated that they would send me an email confirming this. Received no email and a week later, still no refund. Contacted customer service for a third time to complain about their failure to process my refund. Was told by a supervisor that they were sorry and didn't understand what was taking so long. They assured that the refund was processed and would be applied within the next few days. I asked for a confirmation email, and they read back my email address and said it was being sent. Guess what, no email and no refund. They just lied to me for a third time. Finally had to contact the credit card company, who informed that they had no indication that a refund was processed. Had to dispute the charges so that the credit card company can help me obtain my refund. What a horrible experience. Interesting note, the small hotel in PR which was totally destroyed was able to issue a refund in a few days. This international company wouldn't. Will never use them again.
Basking Ridge, NJ
Never again Hertz
Upon arrival to Honolulu we were taken good care of by Nu. He help to release stress with laughter and he was very knowledgeable about the area and things to do. Our experience with him was great and hope he continues to brighten up the day of others. We enjoyed our stay here in Honolulu for a few days before we realized we could not drive from one Island to the next. We booked a nine-day stay between the big island and Honolulu and was under the impression that we could drive or take a ferry when we were doing our traveling arrangements. Needless to say, we realized we could only fly and had to return the car 5 days earlier. We booked this as a package deal with flights. Being that I paid 500 up front I can not get my money back . I contacted Expedia and they attempted to make arrangements for us to have a car on the Big Island. We didn't want a refund... just wanted to insure we had a car so we asked to transfer the remaining balance. Hertz did not budge. They refused to help, but continued to ask if I wanted them to book the rental for the Hertz on the Big Island for my last 5 days. NO!!! It's crazy because had I not prepaid for the car I wouldn't have been out of 300 dollars. I understand policy... I also understand human error... Hertz has lost 3 customers for life. Not just this particular location! We travel extensively throughout the year and rent cars often. I never experienced a company who was willing to lose over a period of time for 300 dollars. I will not spend with a company who is not willing to make sure their customers are taken care of. This was a learning experience for me and those who I am travelling with. I am grateful to have been able to pay for the 5 days on the Big Island and a plane ticket last minute. Hertz will never see a dime of my money again. In this case I feel that profit meant more than compassion and customer service.
No Customer Care
I was made to pay for a rental I had to return less than two hours after picking it up due to the discovery that our family cat had died suddenly. Also, as a frequent customer (renting 3-4 times a year) I was never given any discounts or preference when choosing a vehicle. The most recent rental ended with a surprise $24.00 service fee on my credit card bill for paying a toll I knew nothing about and then passing e toll fee along to me.
Never use this company again!
From the beginning we should have walked away and went to Enterprise! He made it sound like he was doing us a favor to get us a car immediately. We asked if the car was ready to go and clean and was told it was; BUT there was a shirt under the passenger seat and around the doors it was filthy and the tires were dirty and nothing was wet, but he assured it had just been cleaned. Didn't see this until we were home and packing up to hit the road. I wanted to use my AAA discount and pay for the car with my card, for my daughter. She had to leave to go home to Canada, and he would not let me do what I wanted so she had to use her Canada credit card and now is stuck paying the exchange rate, plus we could not use the discount. She was not shown how to use the GPS or phone or anything else in the car before taking off. He just wanted us to hurry up and pick up the car and leave and was and is very unfriendly towards my daughter. If she could have stayed another day we would have gone somewhere else, but her husband was in need for her to get home immediately. VERY DISSAPPOINTED IN HERTZ!!!! I only rated this with one star, but that is too much...should have been zero!!!!
Mt. Vernon, IL
Do not trust them
They would be the last rental car company I would use. I would rather walk. Had a billing problem and the excuse they gave me for being unable to fix it was the manager and new area manager had just started after I had rented my car and could not take care of it. I was promised many call backs and they never came through. Please use Enterprise ((which I should have here) as I have never had a problem with them.
Worst experience ever
We had a reservation and when we got there they told us they overbooked and didnt have cars left. We are waiting for a car to be returned which may not even happen. I can't believe this. Aren't you just a little bit organized? You should definitely work on your customer service if you don't want to loose them all.