Hertz Customer Service Issues

I rented a Hyundai Elantra from your Salt Lake City downtown office on April 18. I returned it to your Brooklyn Center, Minneapolis, MN office on April 19. The car performed well, meeting all my expectations. However, there was a significant issue - the car was delivered to me in Salt Lake City in a very dirty condition. I have never received a rental car in such a filthy state. The windows were as dirty as the exterior, and the wipers were not even used. The person who brought the car to me took pictures of the exterior but didn't send them to me. It would be helpful if these images could be retrieved for review by management. Feel free to contact me at [redacted] if needed. Thank you, Tim Everett.

Hello, I am a frequent business traveler and a President's Circle member. Last September, my car was in the shop for repairs, and I rented a car through my insurance, State Farm, only to find out later that my car wouldn't be ready for 5 months. State Farm stopped covering the rental at $[redacted], and I ended up paying around $3,[redacted] in total. Towards the end of the 5 months, the local HLE called requesting me to re-authorize my credit card in person, which I couldn't do as my family had Covid-19. Despite my situation, they insisted on in-person payment. Hertz then repossessed the car even though I had informed them of the circumstances and offered to return the vehicle. The repossession team arrived at my house without proper identification or vehicle branding. To prevent any misunderstandings, I coordinated with the local Hertz office, who instructed me to release the car. I have since paid in full, my credit card was charged, and there is no outstanding balance. As a loyal customer, I request to speak to someone in the Rental Restrictions department to address my current placement on the Do Not Rent list, likely due to the incident in December. I have upcoming travel and require a rental car. I respectfully ask to be removed from the list promptly.

Subject: Concerns Regarding Toll and Convenience Fees on Recent Car Rentals Good afternoon, I am a Hertz Gold Member whose account number is [redacted]0. I am reaching out regarding two separate car rentals that took place last March. It has come to my attention that I am still seeing charges for tolls and convenience fees appearing on my credit card statements, almost two months after the rentals concluded. This prolonged duration of charges post-rental is unusual in my experience. Could you please provide clarification on how long this will continue? Additionally, I find the convenience fees to be quite high. For instance, on Receipt [redacted]90, I was billed $6.96 for tolls and $17.85 for a convenience fee - almost three times the amount of the toll charge. I would appreciate if you could elaborate on the calculation method behind the convenience fees. In conclusion, I suspect there might be a system error leading to excessive and recurring charges for these toll and convenience fees. I believe a refund may be warranted at this point. I kindly request clarification on this matter. Thank you for your attention to this issue. Best regards, P.C.

The Hyundai dealership in our area reserved a rental car for my roommate. Unfortunately, the agent onsite was not cooperative. I had to contact the dealership to reach out to the Hertz agent so I could make the deposit and be listed as the driver on the rental since the agent wasn't clarifying other solutions. I'm wondering if it's accurate that Hertz doesn't accept Chime or secured credit cards for deposits. Moreover, the Hertz agent mentioned they would wait until 5:15 for me to arrive to finalize everything. Despite being there at 5:08, they had already locked up, and when I knocked, no one came to answer. As a result, we're now without the vehicle we needed for work tomorrow. I'm seeking advice on how to resolve this issue.

I spoke with a reservation representative over the phone to make a reservation. I was given a confirmation number. I then went to the rental location at [redacted] Highway 59 N. in Humble, Texas. I called ahead to confirm I could use my debit card and was planning to pay in cash upon return. However, I was informed that debit cards were not accepted and there were discrepancies with my reservation - I requested a pickup truck but was reserved a box truck. They also mentioned they only accepted credit cards, not cash. I inquired about using my daughter's debit card, but I was told I would have to cancel my original reservation and make a new one to make changes that day. The representative seemed rushed and ended the call abruptly as he had customers waiting at the counter.

Hello! I encountered several issues with my booking K[redacted]: 1. Upon arrival at the rental agency, I was informed they did not have a car in the category I selected and offered me a Panda instead (a lower category). 2. I agreed to take the Panda since I needed a car, but then they tried to charge me [redacted] euros for the rental, not realizing the online price was already the total. 3. They mentioned my card didn't go through even though it has a limit of over 5,[redacted] euros, an international Mastercard, the same card used for the online booking. Last week, I booked with another rental company without any issues. 4. I tried to cancel the booking through the website, but it didn't go through. 5. I had to buy 3 last-minute train tickets due to this situation. 6. The agency said they would cancel the booking for free since it was their mistake, but I haven't received any information about a refund on my credit card and am unable to reach out to them. I'm waiting for a resolution as I'm traveling and concerned about this extra charge on my card.

Hello, I am reaching out concerning reservation number K[redacted] with HERTZ. Following a flight delay by Brussels Airlines, my family and I will now be arriving at the airport at 8:00 PM on Monday, June 6th, and will be staying overnight at the Novotel hotel at the airport. As a result, I need to adjust the car pick-up time to around 8:00 am on June 7th. I have attempted to make these changes on your website, but it directed me to call for assistance. Unfortunately, I was unable to reach anyone by phone; thus, I am reaching out via email to request the modification of the reservation. I kindly ask for confirmation of the updated pick-up time to be sent via email. Please do let me know if there are any issues. Thank you, Mordechai F.

I had a reservation under my husband's name that has never been an issue before. My original rate was $[redacted], but upon arrival at VPS airport in Destin, Florida around midnight due to a delay and a migraine, I faced various challenges. The staff member made me wait in multiple lines and, when I finally reached the front, I was directed to the wrong one. Despite the rate increasing to over $[redacted] and the car being put in my name, I encountered issues with the car key not working after a long walk. I called four days ago to extend and change the reservation, but the problem persists. I had to drive back to Cincinnati due to my daughter's epilepsy acting up. After finally speaking to someone yesterday, I was transferred to another line. I will be returning the car today. Despite the gentleman being rude, he did eventually give me a different car after a two-hour ordeal. My husband's name is Robert C. and my name is Dawn C. I hope to get back to the original rate and have had challenges with this Hertz location. Thank you.

Good evening, My name is Alessandro Ventrone, and my file number is K[redacted]0D5. On 15/02/[redacted], I made a car rental reservation for Schipol Airport in Amsterdam using a debit card. Everything seemed fine from Italy, but upon landing in Amsterdam and arriving at Hertz, the attendant refused to take the excess fee from the debit card used for the reservation, canceling my payment instead and entering my partner's credit card information (saying it was the only suitable card for rental). I request a refund of the [redacted] euros for the reservation (made in my name with a debit card). The attendant at Schipol told us that I would be refunded after some time, but I have yet to receive anything. Hoping for a resolution, I send my regards. Alessandro Ventrone

Good evening, My name is Alessandro Ventrone, and my reference number is K[redacted]0D5. On 15/02/[redacted], I made a car rental reservation for Schiphol Airport in Amsterdam using a debit card. Everything seemed fine from Italy, but upon landing in Amsterdam and reaching Hertz, the attendant refused to take the excess waiver from the card used for booking. They canceled my payment and instead used my partner's credit card (stating it was the only suitable card for rental). I am requesting a refund of *** euros for the booking I made with my debit card. The attendant at Schiphol mentioned I would be reimbursed for the booking made from Italy after some time, but I have not received anything yet. I am asking Hertz for a refund of [redacted].66 euros. Confident of a resolution, I send my regards. Alessandro Ventrone

I am experiencing serious issues with the brakes of the vehicle I rented in Yonkers, NY. Initially, I reported the problem to the rental location, and they advised me to open a ticket and come back in an hour for a car swap. I talked to Steve during this process, and he was helpful. However, upon returning for the car swap, they claimed to only have Uber cars available and refused to exchange the vehicle. The employees at the Yonkers location were rude and suggested I go to the airport for a vehicle exchange. I feel pressured to drive a defective and dangerous vehicle. I request immediate attention to this matter as I am paying for a vehicle that is unsafe to drive, and the customer service at the Yonkers location needs improvement.

I was stranded in Georgia for about five days trying to get back to Missouri. I had reserved a car online from Hertz in Albany, Georgia, but ran into transportation issues making me late. Katrina at the Hertz location was incredibly understanding and helpful in getting me the rental. I picked up the car on May 14th and planned to drop it off at the airport in St. Louis, MO. I returned the car on May 16th as agreed, but was unable to get a receipt at the location. Unfortunately, my debit card got compromised while I was traveling, causing my bank to freeze it. As a result, I can't access information about the rental charges. Hertz charged approximately $92 and placed a $[redacted] hold on my account until June 13th without my knowledge. I'm requesting a bill for the rental charges and a refund of the remaining funds. Please address this promptly. Contact me at [redacted].

I rented a Tesla from 05/12/[redacted] to 05/14/[redacted]. The car was only half charged when I picked it up, and attempting to fully charge it was difficult as it showed an excessive amount of time needed for charging. The Tesla died on the same night while I was heading to another charging station, causing me to return the vehicle late after it had to be towed back to the rental location. I contacted the Hertz roadside assistance promptly, but the towing company they sent did not meet the estimated time, resulting in a late return. I believe I should not be held responsible for the lateness caused by the car being provided not fully charged and malfunctioning. I am also seeking clarification on the charges as the receipt does not explain them, and I feel unfairly charged considering the circumstances.

I am reaching out on behalf of a friend who used your car rental service. He informed me that he was transported to a hospital, and upon my own examination, the car is missing from where he had parked it. We are unsure of the location and time the rental car was removed last. Unfortunately, it has been difficult to reach anyone by phone yesterday and today. Kindly refrain from contacting me through automated systems that lead to repeated reroutes. Thank you for your understanding. - Robert

My name is Allison Seckler. I have been a Presidential Circle member for many years, a Goldmember for many years prior to that, and a customer for almost four decades. I have left five messages for customer service to call me back in the past week. Despite speaking with an incompetent individual, no response call has been made by your company. I recorded the last two phone calls and informed the individual they were being recorded and forwarded to my attorney. I am extremely frustrated and had no intention of escalating to legal action, but if I do not receive an immediate callback, I will have to pursue this route. Please contact me urgently to resolve this issue. Sincerely yours, Allison Seckler

I rented a vehicle from your Joplin, MO location on Rangeline Rd on May 18 and returned it on May 29 at 5 pm as per the contract. The Assistant Manager, Channin Burris, mentioned we could drop it off at the airport location and just leave the keys in the drop box. Now, they are stating the car was checked in on Tuesday morning, May 31, as they were closed on May 29 and May 30. Burris informed me I won't receive my $[redacted].00 deposit back, which I find unfair as Hertz was closed on Sundays and Memorial Day. When we returned the car to Avis, we couldn't locate the key drop box, and an Avis employee had to show us. I am extremely upset and feel like I have been scammed. Burris did not mention anything about verification upon returning the car and claimed there were no surveillance cameras at the airport. Can someone please review this matter and return my deposit? - Cathy B.

I booked a prepaid Hertz car for the week starting June 9th and paid with my credit card. However, upon arrival at the airport, they requested my credit card for a security deposit. Despite clearly stating I would return the car with a full tank and declining any fuel options, I later received an email indicating a charge for a fuel option I did not agree to. The email also mentioned a 10-mile drive, which is inaccurate as I still have the car for another 6 days. Surprisingly, the charges were processed just 12 hours after I rented the car, which seems impossible. I tried contacting customer service, but the numbers provided were either invalid or irrelevant to my situation. I am seeking the removal of the erroneous charge and a refund, as my actual fuel usage can only be determined upon returning the car.

I believe there has been a significant misunderstanding that needs to be addressed promptly. I am considering involving my lawyer unless the situation is resolved. My car was taken from my residence without prior notification, leading to the removal of valuable items including a safe containing $5,[redacted] in cash, gold, graded comic books, and collectible cards worth over $50,[redacted]. I am distressed that these items are potentially exposed to heat in the vehicle without my knowledge. The unexpected removal of the car yesterday while I was asleep has resulted in missed sales opportunities and the deprivation of basic necessities as my wallet was also in the vehicle. I request the return of my belongings that were inside the car and request that the charges incurred yesterday be waived as I had rented the car at 6 pm and no prior notice was given before it was taken. I view this action as trespassing and seek an amicable resolution to avoid escalating this matter legally, considering I have a significant online presence. The $99 charge for a Corolla rental and insurance seems exorbitant based on my past experiences. I emphasize that my intention is not to issue threats but to seek the return of my possessions, the reversal of charges, and to prevent further disruption to my life and business operations. Sincerely, Eric P.

Shortly after leaving the Hertz facility at Dallas airport, our rental car started shaking violently when reaching 50-55 mph on the interstate. Despite checking for a flat tire, we couldn't find any issues. Initially, we attributed it to the road surface, but upon exiting and re-accelerating, the shaking intensified. I'm currently at a hotel about 17 minutes from the airport and it's now 12:05 am on July 1, [redacted]. Tomorrow, we have an 8 am meeting and are concerned about the car's reliability and safety. We're pressed for time and unable to return to the airport. What should we do to ensure we make it to our meeting? Thank you for your assistance. J.R.

Subject: Urgent Attention Required Regarding Rental Package Discrepancy Dear Hertz Customer Services, I am reaching out to express my dissatisfaction with the recent car rental booking experience with your company. I booked a rental package through Expedia for [redacted] USD, which was supposed to include all fees and insurance for the rental period in Mexico. However, upon arrival at the Hertz location, I was charged more than double the agreed-upon amount. The staff claimed there was no insurance package included, contradicting my online reservation details on Expedia. After contacting Expedia, it was revealed that there was a technical issue regarding the insurance package due to the use of a different credit card. Despite my efforts to clarify the situation, I was only offered a reimbursement of the initial [redacted] USD. This discrepancy led to an additional charge of [redacted] USD, which I find unjust and unacceptable. I urge you to rectify this error promptly and refund the full amount that was erroneously charged by Hertz. I trust that you will address this matter appropriately to uphold your customer service standards and prevent further inconvenience. I look forward to your prompt resolution of this issue to ensure customer satisfaction and maintain a positive relationship between us. Sincerely, Sara B.