Hertz Gold Plus Rewards Customer Service Issues

I rented a car from Hertz in Springfield, MA last year, and it was a terrible experience. The car smelled strongly of marijuana, had a slow leak in the tire, and needed constant refilling. I reported these issues to an employee named Mr. Brown when I picked up the car, only to find out later that he was given the same car. The district manager, Joe, contacted me after Mr. Brown's return upset about the rental. Joe promised to make it up to me next time I was in town. I made a reservation but was informed that he no longer works there. I hope someone at Hertz can honor this promise. Joe mentioned that the car should not have been rented in that condition, forcing me to drive with the windows down despite being in a rush. I had a smooth rental experience in New York afterward. I would appreciate it if Hertz could follow through on Joe's commitment. Thank you, Nancy B.

On August 2nd, at approximately 5 pm, I rented a car from your Palm Beach Airport location on Belvedere Blvd. I was returning a rental I had for nearly a month and getting a new one until August 30th. The initial rental agreement number is [redacted]34 for $[redacted].40. However, I received an email with an "update" stating a different agreement number, [redacted]41, and a total of $[redacted].19. There seems to be a mistake in the rate calculation, as the agreed upon insurance options were not included. To avoid any issues upon return at Miami Int. Airport, please confirm that the correct contract is the original one. Thank you, Guillermo G. Membership #[redacted]4.

I recently contacted Gold customer service after some difficulty reaching a representative. I was advised to contact the airport at Ft. Myers. However, I am experiencing a loop when trying to do so. I am unable to return my rental until May 1 due to self-quarantine guidelines. I am concerned about potential penalties as there is a 62-day limit. Could you kindly make a note of this situation in my file? Please let me know if there are any additional steps I should take as I am unable to return the rental at this time. Thank you.

I received a $50 certificate from customer service due to an issue during my previous rental. Unfortunately, when I tried to use the certificate during my recent rental at MSY from 1/20-24, I was directed to the Gold Booth. However, the Gold Booth line was quite long as it was serving all Hertz customers, making it impossible for me to wait and catch my flight on time. I want to use the $50 credit from the certificate for this rental, especially since the certificate is valid until June [redacted] and I may not have another trip before then. My rental agreement # is RR [redacted]31 and the Ref # is [redacted]0. I contacted the Gold Help Desk, but they couldn't assist as I should have gone to the Gold Booth. However, the circumstances made this difficult. I would appreciate if the $50 credit can be applied to my recent rental.

I recently returned a Nissan Rogue to Hertz at JFK on March 6 at 7:53 AM, with confirmation number [redacted]01. When I returned the car, I mentioned to the agent that I would be bringing it back to the Rochester, NY airport but did not have a set return date due to caring for a new baby who just came out of intensive care. I was advised to contact the Rochester Hertz branch [redacted] hours in advance of returning the car. This morning, I received two automated phone calls from Hertz urging me to return the car immediately. After speaking to a representative, I was informed that I couldn't extend the rental over the phone because of insufficient funds on my credit card (Chase Bank confirms I have $40,[redacted]). Due to this, we will be returning the car to Rochester today and using another rental company until Friday. Also, please cancel my Gold Club membership with Hertz.

I was charged for an extra hour on my rental. Reservation number #01MRRR[redacted]63, Rental Agreement number RESK[redacted]. I departed the rental lot at 1:37pm believing there was a 29-minute grace period. Upon my return at 1:57pm, there were no check-in agents available, and I was advised to leave the car and head to the airport. A contributing factor to my returning the car 20 minutes late was that the fuel tank did not accept gas properly, causing delays as I had to stop in Denver and at DIA to fill up, only able to pump $2 at a time due to fuel spilling out of the tank. I showed the agent the issue with the gas tank. Thank you for your assistance with this matter. I appreciate my experiences using Hertz. Best regards, Jennifer

I am a Gold member, and I want to share my frustrating experience with my reservation in Playa del Carmen for a suburban. Due to a flight delay, the original reservation (K[redacted]) was not honored, and I was forced to take an Escalade at an extra cost of $[redacted] per day. This was not the car I preferred or felt comfortable driving in Mexico. Today, while parked at the grocery store, the Escalade was keyed and dented. I believe this incident would not have occurred if I had received the suburban as booked. I am reaching out for assistance with this unfair situation.

I recently rented a vehicle with the rental record number [redacted]43. Upon returning the vehicle, I was surprised to be charged a $[redacted] cleaning fee. Despite using the trunk of the SUV, I did not utilize the back seat. I placed a blanket in the trunk to protect the items I was transporting. The 3rd-row back seats were already down when I rented the vehicle, leading me to not inspect the back seat initially. I noted some scarring on the back seats upon reaching home, assuming it was from a previous driver as the 3rd row was already down when I picked up the vehicle. The trunk was vacuumed, but I did not specifically clean the back seat area as I never used it. Despite the exterior not looking freshly washed, I trusted the rental agency would thoroughly clean the vehicle. I only used the trunk and observed a few leaves in it. I contacted the Ocala office, and they mentioned the charge was for the back seat area, which I avoid using. Upon noticing scratches and white marks on the supposedly new back seats, it seems the previous driver utilized them. Having been given the vehicle with just over [redacted] miles, it is clear someone else used the trunk and back seat area before me. I cannot afford to pay $[redacted] for something I am not responsible for.

As a Hertz Gold Presidents Circle member, my work travel was impacted by the pandemic, causing my existing points to disappear. Last April, when I wanted to use points for a car rental in Hawaii, I was informed the points were gone. I inquired about Covid/Pandemic forgiveness and was advised my points would be reinstated once I booked a new rental. Regrettably, I never checked if my previous points were transferred after a rental in Kona, Hawaii in May [redacted]. I attempted to contact Hertz but was unable to talk to a live person and the prompts did not address my concerns.

I am frustrated with the customer service from Hertz. The call center has a lot of background noise, and it's challenging to understand the foreign workers. I've spent more than 40 minutes on the phone during long-distance calls from Istanbul, Turkey, and still haven't resolved my issues. After three unsuccessful attempts, I ended up canceling my reservation. Hertz's customer service quality is declining rapidly, mirroring their reputation.