Hertz Customer Service Issues

I rented a car in Florence, Italy and mistakenly believed the return was at Rome Airport. Upon arriving at 6pm, we were charged [redacted] Euros for returning the car late at noon. I asked if I could drive it to the correct drop-off at Termini in Rome instead of the incorrect Hertz drop-off. I refuse to pay the extra day charge as I picked up the car at 4pm on July 1 and returned it at 6pm on July 9, the correct day as per my contract. Please refund the [redacted] Euros. I plan to dispute the charge with American Express. Kind regards, S. Allen

On July 11th, I reserved a rental at Boston Logan Rental Location. Due to Hertz system issues, I ended up with three reservations: K[redacted]9CO, K[redacted], and K[redacted]D7. The representative assured me that two would be canceled, but upon arriving in Boston, all three were canceled. At the Hertz Rental center, I was directed to the Gold Member customer service center. Initially, I was told there were no cars available, but eventually, a car became available with a surprise $[redacted].00 upcharge. This upcharge was unexpected as I already had reservations ranging from $[redacted] to $[redacted]. I have been in contact via chats and emails since last Wednesday, receiving three responses indicating that the matter is being looked into. However, I am yet to receive a resolution. I request the upcharge to be reimbursed to my AMEX. Kindly email me at [redacted] regarding the reimbursement timeline. Thank you, Tracy Cusano (Member [redacted]1).

Dear Sir or Madam, We mistakenly booked a rental car at the MAZO Airport Terminal in La Palma Gran Canaria Airport Desk until 03.08.[redacted] with Hertz Reservation Number 15FP8W for today. However, we are currently in Palma de Mallorca, Mallorca, and intended to pick up the car there with Hertz. On-site, we were informed that we had mistakenly entered La Palma during the booking process. The staff instructed us to make a new booking directly with you (Hertz Airport Terminal) for the same time period and that the original booking in La Palma could be canceled afterwards by contacting you by phone. We proceeded to make a new booking for an equivalent vehicle with Hertz under Contract Number ‪[redacted]9‬ for the exact duration to show our intended location in Palma de Mallorca during that time. We kindly request the cancellation of the rental car booking in La Palmas Gran Canaria. If immediate cancellation is not possible, we are willing to pay for the first or second day. The vehicle has not been collected, and a new car has been booked concurrently. Kindly confirm the cancellation for us. Thank you, R. Zeitel

I rented a car from Denver airport from July 15-20th. Hertz left a voicemail on the 19th about my car being parked in a tow spot, so I moved it immediately. When I went outside later, the car was gone. After contacting the police because the city didn't tow it, I returned the keys at the airport on the 20th and opened a case with a manager. Now, I'm being contacted for an overdue rental when there seems to be a lack of communication within the company. Hertz misplaced my car, and now I'm stuck dealing with this issue. It's frustrating and undoubtedly the worst rental experience I've ever had with such a disorganized company.

I booked a Hertz rental through Priceline and initially paid using a Paypal payment plan. At O'Hare airport, I paid the total amount with a credit card at the Hertz desk. I would like a refund for the credit card payment and reapply it to the Paypal payment plan, as I should not be double-charged for the same reservation. My rental number is [redacted]34. I had to use an Uber home due to the rental car malfunctioning twice (possibly a key fob issue) and becoming unusable. I expect reimbursement for the Uber cost of $43.39, as per my communication with Hertz. Additionally, there is a $[redacted] unexplained charge from Hertz, which I suspect is related to the tow truck I had to request because of the car troubles. This issue will be addressed legally if Hertz does not refund it promptly.

On the evening of August 7th, our personal vehicle broke down, so we reserved a rental car for record number [redacted]00. During the online reservation, it was indicated that I could use my debit card to reserve the car and pay with my credit card for the rental and deposit upon pick-up. To my disappointment, on the morning of August 8th when I arrived to collect the rental, I was informed otherwise. The staff member mentioned that using my credit card for both the car and deposit wasn't feasible. Instead of the expected $[redacted].07 for the rental and $[redacted] for the deposit without a credit check, I had to pay a $[redacted] deposit and undergo a hard credit check using my debit card. I am scheduled to return the rental on August 12th at 4 pm, and I hope this matter can be resolved promptly. Holding $[redacted] on my debit card for an extended period could pose a financial challenge for me. I appreciate your assistance with this issue before I return the rental. Thank you, Robert P.

I rented a car at Madrid airport from July 13 to 22, [redacted]. After returning the car, I received an email stating there was damage. To process a refund through my RentalCover insurance, I need a copy of the contract. Despite contacting Hertz in Madrid and Spain via phone and email for three weeks, they claim they cannot locate my contract. Today they requested I follow up in two more weeks. The amount for the damage was charged to my credit card promptly, yet it's been three weeks without the contract. Unfortunately, whenever I call Hertz Spain, they disconnect the call. This situation has left me extremely frustrated.

I had a disappointing experience with Hertz today. My wife reserved a car through Priceline a couple of weeks ago, but when we went to pick it up, they refused to give it to us. I had to leave her without transportation for her important doctor's appointments while I had to go out of town. They claimed she didn't have a credit card, even though she does, it's a combined debit/credit card that I've used without issues before. The agent blamed it on the fine print, which I find unacceptable. This has been one of the worst business interactions I've ever had at 70 years old. I'm not interested in hearing their excuses; I just feel let down. So, thank you for nothing, Hertz. Next time I need a rental, I'll be looking elsewhere.

My daughter rented a car from Hertz at Denver airport around 2 or 3 o'clock. When she got on the highway, the car's speed was limited to 20 miles per hour, which was very unsafe. After several difficulties, we managed to get the car towed and were given a link for a replacement car service. She has a hiking appointment in the Rockies near Boulder at 4 o'clock, so we expect her to be prioritized to quickly receive a new car with a discount due to the inconvenience. The original cost was approximately $[redacted], and she will not be purchasing insurance. We are very disappointed with Hertz as parents. She will be reaching out to Lyft shortly. Please assist in resolving this urgent matter. Thank you. - Geneva Melillo

I traveled from Brooksville, Florida to Jacksonville and experienced issues with my car's Overdrive, causing it to stutter and consume fuel rapidly. Upon arriving at a hotel with no hot water, I contacted customer service twice. During the first call, I was misdirected to a closed location in Ocala by an uninformed representative. Subsequently, on my second call, another representative instructed me to go to the Jacksonville airport, where the service center was also not present. Due to the high fuel consumption and lack of Overdrive, I am unable to make the lengthy drive to Pennsylvania. Currently, I am with my family at a hotel in Jacksonville.

I need to adjust my original check-out time and return time due to flight changes with American Airlines. I had paid for an extra 3 hours for departure, but now my arrival has been delayed by the same amount. I'm unable to modify my flight details online, and have had no luck reaching anyone by phone all day. I also need to update my new Arrival Flight number. Can someone assist me with this and help me get a refund for the additional 3 hours I no longer require? Please contact me at [redacted]. Thank you!

Hello, I am writing to address an unfortunate incident that occurred during a car reservation at Hertz-Beaune ([redacted], France) in June. My wife had booked a car with an automatic gearbox for our Canadian son-in-law, who was visiting. Just before the scheduled car delivery time, we received an email stating that the car would not be available. Unfortunately, we were already en route to pick up the car and did not see the message. Hertz-Beaune arranged for a car rental from Europcar, but at double the price initially agreed with Hertz. Despite resolving the situation by paying the increased cost, I lodged a complaint on the Hertz website. Subsequently, I had multiple email exchanges with your colleagues in France, who opened two tickets (No [redacted]9 and [redacted]7) regarding the matter. As a Gold Card Hertz client, I find the treatment I received unacceptable and have requested compensation. Unfortunately, after making this request, I have not received further responses to my emails. I hope to be heard and have this matter addressed promptly. Thank you for your attention. Fabrice S.

Subject: Displeased with Recent Car Rental Experience Dear Jerron, I am writing to express my disappointment with the car I rented from Dollar recently. Please refer to the following link for the rental record: [redacted]. The vehicle provided, a somewhat dated VW Jetta with approximately 90,[redacted] kilometers, had inadequate air conditioning which made our journeys quite uncomfortable. Furthermore, the windshield wiper blades urgently needed replacement, affecting visibility during both light drizzles and heavy downpours. When attempting to contact Dollar regarding these issues, I encountered difficulties due to the lack of appropriate options in the call queuing system. Additionally, the car I received had an undisclosed dent upon inspection that was not documented in the paperwork. At the end of the rental period, we queued to speak with the manager but were informed to queue again, deterring us from addressing our complaints promptly. The lack of direct customer service availability during the rental was unsatisfactory, prompting me to seek compensation for future rentals from Dollar. I anticipate your prompt response with a resolution or compensation offer. Thank you for your attention to this matter. Sincerely, Jerry B.

I made a reservation for a sedan on hertz.com, but was given an SUV when I arrived. I filled up the SUV with 7.4 gallons of gas for a trip the next day. Hertz later offered me a sedan, but the billing process was confusing. They claim the SUV had a full tank when I got it, but it was actually only half full. Hertz questioned if I took a photo of the SUV's dash at pickup, a practice I will adopt in the future. I spent $38.44 on gas, and Hertz is disputing the reimbursement. This experience was due to issues at the Hertz office on Alum Rock Ave in San Jose, CA. They struggle to provide the reserved vehicles, causing delays and inconveniences for customers. Upon returning the sedan, I found issues with it, and when the radiator cap failed during my trip, Hertz was unhelpful, leaving me stranded for hours in extreme heat in Las Vegas. Contact me via email for further information.

I rented a car from Manchester Airport on September 12th and returned it on the 15th. My RA/INVOICE REF 24/[redacted]. When I collected the car, it only had half a tank of fuel, which I refilled before returning it. Upon returning the car, I was in a rush to use the bathroom, and the agent assured me he would check the car in. However, I was charged £[redacted].81 for fuel on my receipt. I have evidence of the fuel level with pictures at pick-up and a receipt for refueling the tank before return. I have tried contacting customer service via email without any response. I request a prompt refund of the incorrect charge totaling £[redacted].81. Additionally, I reside in Ireland and am unable to enter my mobile contact information on your site.

On September 12th, I rented a car from Manchester Airport and brought it back on the 15th. my RA/INVOICE REF 24/[redacted]. The car only had half a tank of fuel when I got it, and I refilled it to half before returning it. When I dropped off the car, there was an urgent need for me to use the bathroom, and the agent said he would check the car in and let me go if I was in a hurry. However, I later found out I was charged £[redacted].81 for fuel on my receipt. I have photographic evidence of the half-full tank when I picked up the car and the fuel receipt from the day I returned it. I previously emailed customer service but got no reply. It seems like I've been overcharged £[redacted].81, and I kindly request a prompt refund of the amount.

Dear Sir or Madam, On September 27, [redacted], we picked up the Peugeot [redacted] booked online in Bochum at A Coruña Airport, which was handed over to us at 14:34. Upon entering, we noticed that the car had an automatic transmission instead of the manual transmission (as booked). The Hertz counter at the airport offered us the Ford Fiesta listed on the invoice, which we took over shortly before 15:00 (unfortunately not specified on the invoice). The staff member at the counter assured us that we could keep the car until Sunday (September 25) at 15:00, as the exchange had taken place until then. Unfortunately, we only had this assurance verbally. We had rented the car for 6 days (September 17-25). At 15:05 (just 5 minutes after the agreed time), we returned the car on September 25. We were charged a full additional day for those few minutes at a higher daily rate of 26.26€. We find this charge unjustified. At the Hertz branch in Bochum, we were informed that customers are allowed a grace period of 29 minutes for late returns. In our case, it was only 5 minutes. Therefore, we kindly request a refund of the 26.26€ on a goodwill basis. Kind regards, Boguslaw L./Ingrid K.

I recently rented a car under ref no: CJT-[redacted]1. I discovered my driver's license had expired and obtained written confirmation of an extension from my local IMT Office in Ria Maior, Portugal. Despite the official letter with my photo and details, Hertz at Eindhoven airport informed me it would not be accepted. Given that I booked a car rental from 5-12 October [redacted] to visit my unwell brother in the Netherlands, this refusal has left me unable to rent a car. I am incredibly frustrated with Hertz and others involved in this situation. I have already canceled my booking and find this whole experience not worth recommending to others.

PC [redacted] is not being accepted, and I need clarification on the terms associated with it. I believe Hertz should honor this offer based on the terms I possess. If there are separate terms that I am unaware of, please provide me with the complete set of terms for PC [redacted] as outlined in the following section.

I would like to know the detailed terms and conditions of Promotion Code [redacted] as HERTZ did not honor it, despite it meeting the criteria laid out. Are there additional undisclosed terms specific to Promotion Code [redacted]? The terms I am aware of are as follows: Save up to 35% off the base rate for daily and weekly rentals. The discount is applied to the pay later base rate, encompassing time and mileage charges only. The savings may fluctuate depending on various factors such as location, date, rental duration, and car class. Taxes and fees are not included in the discount. To avail of the full offer discounts, enter Promotion Code [redacted] and AAA CDP at the time of booking. This offer is valid at participating Hertz locations in the U.S. and Canada. Certain age, driver, credit, and rate qualifications at the rental location are applicable. Advanced booking is necessary. Restrictions may apply for reservation changes, early/late returns, or returning the vehicle to a different location. The offer is not valid for minivans, large SUVs, or Dream vehicles. It holds no monetary value and cannot be combined with other offers. Valid for bookings until 10/28/[redacted] and pickups until 12/15/[redacted], subject to availability, blackout dates, and further limitations. AAA membership card must be presented at the time of rental for identification.