Hertz Customer Service Issues

Dear Sir or Madam, As a family, we rented two cars from Hertz car rental through ADAC for just over two weeks (20.03.[redacted]-05.04.[redacted]). Since all family members are ADAC members, we wanted all our sons to be added as additional drivers to both cars. This was crucial to us as we will be traveling independently at times. The conditions displayed on the ADAC website did not mention any limit on additional drivers, and it stated that adding ADAC members as additional drivers should be free of charge. However, today, the Hertz car rental employee was only willing to add a limited number of additional drivers. Their contract template did not allow for more additional drivers. We have the following rental agreements: - Hertz Reservation Number J[redacted]8A4/ ADAC Booking Number N[redacted]/ 01, 20.03.[redacted], Berlin Brandenburg Airport (BER) Rental ID [redacted]81 for the car with license plate DN-LN [redacted] Main driver: Klaus Bucher, Additional drivers: Manuel Bucher, Benjamin Bucher. We wanted at least Tobias Bucher, preferably also Fabian Bucher, to be added. - Hertz Reservation Number J[redacted]0B0/ ADAC Booking Number N[redacted]/01, 20.03.[redacted], Berlin Brandenburg Airport (BER) Rental ID [redacted]21 for the car with license plate DN-LN [redacted] Main driver: Fabian Bucher, Additional drivers: Tobias Bucher, Manuel Bucher. We wanted Benjamin Bucher to be added as an additional driver in this case. I initially contacted the ADAC reservation center at 12:30 PM to inquire about the conditions. They confirmed that all additional drivers could have been added. I am more concerned with finding a solution to the problem rather than lodging a complaint. All additional drivers were present and could identify themselves. I kindly request that an amendment be made to the existing contracts to allow us the flexibility we need. Best regards, Carola and Klaus Bucher Sattlerstraße 8 [redacted] Berlin 01[redacted]

I requested a Dodge Caravan or a large Nissan minivan for our business trip as we are six adults. Upon arrival at Ontario, CA airport, the only option provided was a Kia Sorrento, which is a 7-passenger vehicle without luggage. I had specifically requested a Dodge Caravan for this reason. Unfortunately, there were no other available cars, and the service from the desk staff was unpleasant. Additionally, the Kia Sorrento showed damage, but there were no alternative options given.

I require assistance regarding my gold points. Following the instructions from customer service, I am requesting the return of my gold points. My points were not used last year due to COVID-19 halting my travel plans. In July [redacted], I utilized 3,[redacted] points for a week-long trip in September of the same year. I am 74 years old and diligently accumulate gold points through regular rentals and a quarterly co-branded program. It cost me time, effort, and $[redacted] in co-branded points to earn 5,[redacted] Hertz Gold points. Despite receiving a reassuring message in August [redacted] about points accommodations due to COVID-19, both my old and new points were removed. I am seeking the reactivation of 5,[redacted] points classified as "expired" with an extension until [redacted]. These points include purchases from October [redacted] to January [redacted] for an upcoming trip in September. Thank you. - M. S. (Hertz #[redacted]2)

Hello, I am seeking assistance regarding a recent reservation for a luxury vehicle with Hertz. My family and I had plans to attend a funeral for my grandmother, Hortensia Salas, who was a significant figure in my life. Unfortunately, despite our efforts to secure the luxury vehicle we had reserved, there were complications with the reservation upon contacting Hertz. We were in urgent need of a luxury vehicle for such an important occasion, and it was disheartening to experience challenges with the rental process, especially during a time of mourning. I had hoped for a prompt response or solution from Hertz to rectify the situation. I appreciate any help or resolution that can be provided to address this matter swiftly and respectfully. Thank you, [redacted]

Hello, I recently returned a rental car to Herz and received a call stating they couldn't find the key. The key was actually placed in the return box by my fiancé. Now, they are trying to charge me for the rental, deposit, and an extra key replacement fee. My fiancé and I witnessed the key being placed in the box. Upon visiting the location, the assistant manager blamed us and an argument ensued. This unprofessional behavior was addressed by a female staff member. This experience left me feeling undervalued as a customer, and being accused of lying is unacceptable. I hope for a resolution, especially since the assistant manager claimed they checked all other vehicles and never lost a key. Thank you.

I had a reservation at Hertz on [redacted] Capital Blvd in Raleigh for 9 a.m. I made the reservation on Thursday, so there is no excuse for not having a car or communicating that to me until I showed up for pickup on Saturday morning. I drove 25 minutes to another location, where there was a line of four people waiting for cars. I need a car to get to work, and this delay is unacceptable. It has been a waste of my time and a mistake to trust Hertz with my rental. Although I understand the rental cost is not high, I would like to request a discount for the inconvenience. Additionally, I need to return the car to a location closer to my home than where I am currently picking it up.

Regarding rental J[redacted]6C1 under Raymond A., I encountered multiple issues with my rental experience. Unfortunately, I faced difficulties in contacting a representative for assistance. One major concern is that after returning the vehicle and following the instruction to leave the key inside, I have not received any confirmation email or message even after 12 hours. This lack of communication has left me concerned about potential additional charges. Additionally, the final cost of $[redacted].00 exceeding the initial estimate of $[redacted].00 requires clarification. I was also surprised by the toll pass limitations not being clearly communicated, leading to unresolved ticket issues in certain states. As a result, I have notified my credit card company not to authorize further payments. The service desk in Orlando was severely understaffed, resulting in wait times exceeding 1 1/2 hours. I appreciate Lourdes at the service desk for being the sole helpful individual amidst this frustrating ordeal.

I recently picked up my car from Colorado Springs Airport on Monday under my Gold membership. Despite being a loyal customer to Hertz, I was dismayed by the long wait in line, the lack of a proper car inspection area, and the discovery of a dented and scraped car wheel soon after leaving. I promptly called customer service, but the local representative couldn't offer an immediate solution. After being redirected to roadside assistance, I was informed that I needed to return to the airport, which was inconvenient given my schedule. I was assigned case number [redacted]58 and have documented evidence of the car's condition. I am returning the car soon and expect a discount on the $53 daily rate as a gesture of goodwill. I value Hertz for their quality cars and service, but this experience has left me disappointed. I hope Hertz can address this issue effectively to maintain my loyalty as a customer.

I've been trying to make a reservation through Hertz online for two days, and it has been incredibly frustrating. Yesterday, the website kept crashing, and today, after spending nearly an hour and a half reaching the checkout stage, a message popped up instructing me to reapply due to a rate change. My convention code is 022Q9527, and I am booking a rental from August 28th to September 3rd in Myrtle Beach, SC for the World AM golf event. Even though I applied the code successfully, I couldn't finalize the rental. Every time I tried again, the same error message appeared. It seems like the special rate may no longer be available, but the lack of assistance or explanation is disappointing. The price went from $[redacted] to $1,[redacted] without warning. This has been an extremely frustrating customer service experience.

Subject: Issue with Dollar Rental Experience Dear Dollar Rental, I am writing to express my disappointment with my recent rental experience using record number #[redacted]61. My wife, Renee Riddle, and I had reserved a mini-van for pick-up at Denver DIA on May 22 and drop off at Milwaukee’s General Mitchell airport on June 1. Upon arrival at DIA, the mini-van assigned to us failed to start, and we were provided with another vehicle bearing PA plates with number KZJ-[redacted]. Unfortunately, on Memorial Day, I was unexpectedly stopped and interrogated by the Omaha, NE drug interdiction K-9 unit on I-80 due to the expired plates on the rental vehicle. This uncomfortable police interaction was distressing and time-consuming. Despite paying almost $1,[redacted] in rental fees, I believe I deserved a fully licensed and legal vehicle. I have complied with all requests from the police and have contacted Dollar Rental regarding the situation. I am hoping for a resolution and potentially a partial refund for the inconvenience caused. Thank you for your attention to this matter. Clayton Riddle Grafton, WI

Case Number: [redacted] I rented a car from Hertz with a pick-up date of 5/20/21 at 5 pm and a return date of 6/3/21 at 6:30 am. The pick-up location was [redacted] South Blvd. in Pineville, N.C. Unfortunately, the car I received was in poor condition. The license had expired, there were items left in the console from a previous renter, and the car was not even at a quarter-tank of gas. Furthermore, the car had issues driving smoothly. I had to contact customer support multiple times due to these problems. Eventually, the car had to be towed, and I was given a replacement. Despite receiving a refund for the fuel charge, I believe I should also be reimbursed for the days I was unable to use the rental car. I hope this can be addressed promptly. Thank you, Joe P. M.

Looking to rent a car or small truck in Pensacola from June 23 to 27. I tried booking online but got stuck at a point that seemed to require me to sign up for something I'm not interested in and agree to numerous terms. I simply want to rent a vehicle with no extra hassle, spam, or memberships. I learned that booking with a human rather than a robot incurs a 5% surcharge. Is there customer service and satisfaction guaranteed with this rental company?

I recently rented a car through Geico insurance while my own vehicle was being repaired at Northside Auto in Poughkeepsie, New York. I returned the rental, a silver [redacted] Nissan Versa, about a week ago. However, I noticed an unexpected charge of $[redacted] from Hertz labeled as a toll fee on my debit card. Despite contacting the Poughkeepsie office and my insurance, I couldn't resolve the issue as I no longer have the rental paperwork. I only used the car for local driving and had my EZ pass for tolls, so I'm confused about this charge. I plan to dispute it with my bank if it cannot be resolved with Hertz. Please reach out to me at [redacted]. Thank you, Dan R.

I need to extend the rental J[redacted]8B8 to return on Friday, June 11 at 1pm instead of today, June 10 at 4pm. The agreement is in the car, so I can’t access it now. Unfortunately, the reservation is not showing in my online account or the app. I tried contacting Hertz both online and over the phone yesterday and today without success. Please contact me at +1 [redacted] or [redacted] Thank you.

I made a reservation for a Hertz cargo van on Saturday, marked by reservation number J[redacted] for 56/12. I scheduled pickup at 9AM but faced challenges due to a power outage and closed gas stations an hour away from the Sterling Heights MI rental location. Despite calling the office multiple times to explain my situation, nobody answered. I even waited for a Hertz representative from the main office to pick up the phone but had no luck. Arriving at the rental location with a friend at 11:55, there was no one to assist us. When contacting customer service for a refund, they mentioned weather-related issues, but I believe the real problem was the office being closed with no available contact information on that Saturday. The office hours listed as 9-12 on Saturdays were not upheld, and phone calls were unanswered. I am seeking a full refund and urge Hertz.com to update their contact information and hours of operation for Saturdays to avoid similar situations in the future. Thank you for your assistance.

I recently received a $25 parking ticket in Las Vegas while using a Hertz rental. Unfortunately, I have misplaced the ticket and am unable to send in the payment. I am currently in Sacramento, and I am concerned that the ticket will go unpaid and increase in price, affecting Hertz. As a Gold Club member, I value my standing with Hertz and want to address this issue promptly to maintain your trust. I apologize for the oversight and am willing to cover any costs associated with the ticket. I hope reaching out before the ticket reaches Hertz demonstrates my commitment to resolving this matter responsibly. Any assistance in resolving this would be greatly appreciated. Thank you for your understanding. Sincerely, Marshall McDaniel.

My concern doesn't involve you, Hertz is exceptional. I have an issue with my previous employer. They regularly rented work trucks from Hertz for long periods, using my name, making me accountable. Due to a disagreement, I left with my tools & belongings in the truck along with their job materials. After unloading at home, I disclosed the truck's location to them and left it untouched. Tonight, I checked my old work phone and found an email from Monday warning that unless the truck is returned today, Hertz would report it stolen. Although I tried responding, my ex-employer has blocked me. I don't want to be stopped by the authorities while attempting to return the truck. I'm unsure why they are playing these games. Please guide me on the necessary steps.

I made a car reservation in Nashville at [redacted] Charlotte. When I arrived after a $40 Uber ride from the airport, there was no car available. They provided a utility van, which I was not comfortable driving, so I returned to the hotel and postponed our trip by a day. The van's gas tank was not full, so we had to refuel. The next day, the only vehicle available was not until 5:45 in the evening. I noticed a Fiesta pull in, and upon receiving the keys, I had to clarify with the rep which car it belonged to. This delay set our trip back by two days. Similar to the first vehicle, the second car had an incomplete gas tank, was dirty, and had low tire pressure, necessitating another stop. Due to the poor service and car condition, two days were wasted. Several unsuccessful attempts were made to contact Hertz, resulting in more time wasted. Although I was initially charged $96, seeing a pending charge of $[redacted] in my account is unacceptable due to the lack of customer service and car maintenance.

I accidentally left two child car seats in the back seat of my Hertz rental car with License NV319P92 on June 10th, [redacted], at LAS around 4:00 am. The rental record number is [redacted]71. It was a [redacted] White Trailblazer. Despite contacting the Lost and Found three times and obtaining reference numbers [redacted]1, [redacted], and [redacted]3, little progress was made. After my son visited the Hertz rental location at LAS on June 15th, [redacted], the staff there displayed unhelpful behavior by refusing to assist in finding the car seats. This negligence is unacceptable as items are typically found when cars are returned. Items of value should be promptly collected and placed in Lost and Found. I am disappointed with the lack of assistance from Hertz and will not be using their services again. I would not recommend a car rental company that shows such disregard for their customers' belongings.

I accidentally left my AirPods Pro in my rental car in Denver on 5/24, only realizing it once I boarded my flight. Despite trying to contact the company before takeoff and submitting a report, I struggled to reach a person for assistance. The following day, after numerous attempts, I left a voicemail with my report number ([redacted]3), but nobody contacted me back. The lost and found department seemed unresponsive, and after weeks of checking their listings, my AirPods were never found. Sadly, I now doubt they will ever be returned. It's disheartening to suspect that an employee may have kept them. The lack of immediate support and communication added to my frustration, ultimately resulting in the loss of my $[redacted] earbuds.