After several failed attempts to even get a response from Hertz customer service, I decided to add my bit to the series of Hertz complaints.
Honestly, I gave up on them and will never rent Hertz again. I just want to make this public hoping to contribute to preventing similar abuses by this company.
So here is the story.
I hired the car for use on our family holiday in Scotland. I picked it up at Glasgow International Airport on August 2 and returned it on August 23.
The person checking the car on my return said she found two damages on the car; scratches on the side surface of the front left tire and a small chip near the center bottom of the windscreen. She said the tire need to be replaced and the windscreen chip could be fixed.
Seeing how small and harmless the scratches are on the tire, I objected and told her it would not need replacing and such scratches should be considered normal wear and tear of rentals. She said they could not rent it like that and everything must be in "perfect condition" (her exact words.)
I wanted to see her supervisor. She phoned the supervisor up and she came down.
She checked the tire and the windscreen and concurred with her junior colleague that the tire needs replacing. But now, she said the windscreen needed to be replaced as well. When I objected to that, she said the chip was "spidering" and when it becomes like that they need to replace it.
Now, finding myself even in a worse situation than before, I got quite distressed and I tried to argue that the damages are not that severe but it seemed to go nowhere. I was beginning to get nervous about missing our flight. Then the supervisor suggested to have second opinion about the damages and contact me with result. I gave her my contact number and email address and left the Hertz office, rushing off to catch our flight.
A few hours later, I got an email from her. She said the tire did not need replacing and was ok to rent as it was with no damage charges on me. But the windscreen needed to be replaced because the chip is too close to the thermal border along the bottom of the screen.
All this seems like rather random attemts at ripping off whatever they can from customers. One person says it's the tyres, other says tyres are ok but I need to pay for the windscreen.
I tried to contact Hertz several times since then both my email and through their web contact forms. With no result. After three attempts someone emailed me to say that they had no records of my previous contacts and asked my the details. I sent the details. Again, total silence.
That'll definitely be the last time I rent from Hertz.
Booked on-line on the UK web site for a car in South Africa only to find the terms and conditions on the web site were different to the ones I would have to sign in South Africa.
Rang and cancelled and got a refund less £30 fee. Complained as they can't, by law, change the terms after the contract was agreed. Was promised a refund but it never came.
Complained again and was promised a refund and guess what? It never came.
I arrived at Luton UK, the car was late (they knew what time my flight was arriving!) then the car turned up dirty, "sorry we've not had time to clean it"
Would you like our fully comp insurance? £15 a day extra. I booked on line and took them to be a reputable company, I trusted that the on line price quoted would be fully comp.
I was advised that there would be a £650 excess for any damage if I didn't take the cover. I declined the extra cover.
I had an accident, the car was parked up unattended and someone crashed into it, I got all their details.
When I returned the car to Hertz they took £650 from my card, "I would get it back as it was not my fault". All the necessary details were given.
12 months later I am still waiting for my money back, shocking service.
I will never use a hire car company again.
I had the worst experience with a car hire company ever thanks to Hertz. They failed to provide a prebooked car on time, (I had to wait 40 minutes making me late for my meeting). When I did get the car it was handed over to me outside in driving storm weather rain. On return they debited my account £300 (without informing me) apparently for causing a small scuff on the front bumper of the car. I KNOW from where a drove and parked I did not cause the scuff. Also it was soooo small it was IMPOSSIBLE to have noticed it in anything but perfect weather.
Utterly ignore my email and complaints THIEVES!
ripped of at the airport in faro ,i was given added personal insurance when i was persuaded into taking out excess insurance cover (another story of scams...car hire 3000 i'm looking at you),this was never explained to me and foolishly i signed the forms to get my holiday under way ,the car was ok ,but the aircon struggled(as in didn't cool anything)and 3rd gear was well ropey (54,000 miles on the clock and felt like it)...all in all car cost me about £700 for the 12 days holiday ,not that impressed ,ive contacted hertz customer service ,but they havnt offered any refund just a slightly patronising email....wont be using the company again ,wouldnt recommend it either
After we had an extremely bad accident in the south of France we were given a hire car from hertz. They only provided a car with half a tank of fuel so we returned it with half a tank, only to find that they then charged us over 70 euros to replace fuel which we hadn't used along with a whole load of stuff that they shouldn't have been charging us for, in total over £150. we are trying to get our money back as RAC organised it. With what as been posted above, I don't expect our money back but watchdog might be getting a call. Scamsters
We hired a car from the Edinburgh city centre branch. To save time (or so we thought) we booked online - selecting a ford fiesta. On arrival to the branch we had to stand in a queue for 1 hour before we finally got given a car which wasn't the model we had selected (the small, small print stated we would get a ford fiesta 'or something similar'..... so what's the point in choosing?). Don't assume booking online will save you time once you finally do make it to the front of the hour queue. We still had to go through a lengthy procedure of contact forms (we did this online) and credit card checks (we had prepaid). Finally be warned to check over your vehicle very carefully before you drive off, checking for even the tiniest scratches. The form listing any damages on our car missed several little scratches on the bodywork that, had we not highlighted them on the form, we might have later been charged.
On returning the car we had to wait in another queue. Overall the staff seemed friendly enough, but the Hertz practice and procedure is bad and very disorganised.
Hertz biludlejning handler om at hive så mange af dine penge hjem som muligt, gerne med ufine metoder: Vi bestilte over nettet en bil klasse B i Manchester airport. Ved afhentningen fik personalet prakket mig en full cover insurance på, det er så OK, for jeg kunne jo have sagt nej tak, men prisen på fakturaen var beregnet forkert, 36£ for meget. Vi klagede over det, men det kunne ikke ændres pga. noget i deres computerprogram. Da vi afleverede bilen igen, forsøgte vi igen at få vores 36£ tilbage. Det endte med at der blev fratrukket 30£ take it or leave it. Desuden har vi aldrig fået godskrevet den benzin, der var tilbage i tanken ved afleveringen. Vi havde bestilt bilen til kl. 10.00 men måtte stå (ingen stole i lokalet) og vente til 10.30 før bilen var klar. Alt i alt en dårlig oplevelse med Hertz. Dog må det siges at bilen, en næsten ny vw polo, var helt i orden, nyvasket og rengjort. Bilen var god, men betjening og kundebehandling meget kritisabel. Og jeg orker ikke at starte en mail-krig med dem om de sidste penge, jeg holder mig bare væk for fremtiden. Jeg vedikke om Avis, Europcar, etc. er bedre? Er det i virkeligheden en syg branche?
After being told that my deposit was going to be £80, then £120, then £200 then finally £230 i was pretty peed off for a start after having to calll a friend for the extra money to hire the car. All the contact numbers for the company are answer machines, the local hire depos are understaffed and rarely have the cars available to fullfill customer orders. I will never hire with them again
Just waited 3 1/2 hours to rent a car in Rome. My husband is stationed in Germany and we thought it would save time on our trip to fly and rent a car. We would have been much better off driving. Ended up behind 163 other opeople at the counter (seriously) missed half a day in Rome due to Hertz incompetence. They used to have a great reputation. Will never rent again.
... they have me. A 1mm diameter chip on the windshield resulted in a 85 pound charge. With no apparent right of dispute. This amounts to a rip off.
There were several others suffering the same sort of issue as me.
It is a shame that such a good company has stooped so low. but you have now been warned!
Steven McGill ritiene questo recensione utile
I HIRED A CAR FROM HERTZ ON LINE FOR BANK HOLIDAY MONDAY I UNDERSTAND THAT IT IS A BUSY PERIOD I BOOKED ON LINE ON THE FRIDAY BEFORE CALLED THE SUPPORT NUMBER TO MAKE SURE THE CAR WOULD BE AVAILABLE THEY SAID YES IT IS I THOUGHT "FINE GOOD".
THEN ON SATURDAY I CALLED THE BRANCH AT LONDON CITY AIRPORT TO MAKE SURE THEY HAD A CAR FOR ME THEY SAID "YES WE DO SIR"
10 AM MONDAY MORNING I'M AT THE CITY AIRPORT BRANCH GUESS WHAT NOT A SINGLE CAR IN STOCK THEN WAITED FOR 20 MINS AND WAS TOLD MARBLE ARCH HAS THE CAR I NEED THEY WILL TAKE ME THERE , MARBLE ARCH IS 30 MINS AWAY IT TOOK THEIR DRIVER 45 MINS TO GET THERE WHAT A JOKE.
NOW I'M AT MARBLE ARCH I FIND OUT THEY DON,T HAVE A THE CAR I'V PAID FOR EITHER BUT THEY HAVE A SMALLER CAR WHICH THEY OFFERED ME I SAID "I'V PAID FOR A BIGGER CAR NOW YOUR RIPPING ME OFF" I GOT PEED OFF THEN WAS TOLD TO WAIT FOR 30 -40 MINS FOR THE ONE I WANTED IN THE BEGINNING SO I WAITED FOR A CAR THAT HAS STAINS ON THE BACK SEAT AND FRONT FOOT WELL ANY WAY TOOK THE CAR 3 HOURS LATER .
WHEN IT CAME TIME TO GIVE THE CAR BACK I COMPLAINED SPOKE WITH 3 PEOPLE AT THE STUPID CUSTOMER SUPPORT AFTER ARGUING THEY PUT ME THROUGH TO A SO CALLED SUPERVISOR WHO I TRIED TO SPEAK WITH BUT WAS NOT GETTING ANYWHERE
I SAID "I HAVE A 2013 CAR THAT IS YOURS WHAT DO I DO WITH IT SELL IT I'LL GET A LOT OF MONEY FOR IT " (LMAO)
THEN HE GOT WORRIED!!!
THEY SAID "WE CAN COLLECT IT"
I SAID " NO I WANT SOMETHING DONE ABOUT THIS THE PROPER WAY BECAUSE OF THE HEAD ACHE AND STRESS YOU PUT ME THROUGH AND I HAD TO DRIVE FROM CENTRAL LONDON "
THEY OFFERED 20% I SAID NO THEN THEY OFFERED A FULL REFUND SO I SAID THAT'S FINE THE MANAGER SAID "I WILL CALL CITY AIRPORT NOW AND INFORM THEM" I SAID "OK THAT'S FINE"
WENT TO CITY AIRPORT TO GIVE THE CAR BACK TOLD THEM WHAT WAS AGREED AND ENDED UP WAITING THERE FOR 30 MINS ARGUING WITH A JOKE OF A STAFF MEMBER WHO WANTED TO GIVE ME A VOUCHER INSTEAD OF A FULL REFUND AFTER THEY DROVE THE CAR AWAY ,
THEN HE MADE A CALL TO SOMEONE AND CAME BACK AND SAID HE WILL REFUND ME AND JUST BEFORE WE LEFT HE SAID " NEXT TIME I WILL BLACK LIST YOU SO I WON'T BE ABLE TO HIRE A CAR FROM NO ONE IF THIS HAPPENS AGAIN" ( A THREAT ) I ASKED "WHAT THAT I GOT A REFUND OR COMPLAINED ?" I GOT NO ANSWER THEN I CALLED THE JOKE HEAD OFFICE THE NEXT DAY TO ASK IF THEY HAD BLACK LISTED ME THEY SAID "ONLY A MANAGER CAN TELL YOU" THAN I SPOKE THE MANAGER OF MARBLE ARCH AND HE SAID "WE DON'T WANT YOU AS A CUSTOMER SO WE WON'T GIVE YOU A CAR EVER AGAIN THAT'S WHY WE DID THIS " HE TOLD ME TO "SHUT UP AND SAID THIS IS THE FINAL WORD RAISING HIS VOICE SHOUTING AND EVERYTHING " AND THEN HUNG UP THE PHONE
FOR THE RECORD I TOLD THEM I DID NOT WANT TO GET A CAR FROM THEM AGAIN THAT'S WHY I ASKED FOR THE MONEY TO GO BACK INTO MY ACCOUNT
Worse company ever.
They charged me £86 for a 1cm scratch on the wheel that I did not do it.
£30 for administrative cost, £50 for 1cm scratch on the wheel that I did not do it and £6 for VAT.
Customer service is the worse at Hertz, usually they are polish guy that do not like to work and try to steal money in any way (at least here in Cambridge UK).
Europcar and Enterprise car are much better and their customer service is impeccable.
It is better to pay £1 more and use Europcar and Enterprise car instead Hertz.
I booked a mini van online on 29 April to be collected on 30th. I read through the small prints and noticed that the driver has to have the license for at least a year. Not being sure of what it means and whether I qualify for a rental, I decided to call Hertz at 11:45 on 29th April to clarify since I hold a British license which was issued less than a year ago. I spoke with a member of staff at Hertz reservation who referred me to another member in the branch. At 11:48 I spoke with a staff who called himself Boris. I explained to Boris that I have been driving for the last 12 years and I held an international licenseuntil august 2012. I have driven occasionally in the UK for the last six years and have had a car since 2011. Although my british license is less than a year old I have had other licenses before and asked to confirm if I could get a van. Boris confirmed that they should be fine with the license and I can come and collect the van tomorrow.
On the 30th when I came to collect the car I was told that they cannot give me the van. The manager insisted that the terms and condition clearly states at least a year of UK driving experience and my previous licenses were irrelevant. I tried to point out that the way contracting works is the most recent clause of agreement takes precedence over former clauses that may contradict the recent agreement. Another way to look at it was the 1 year diving license was ambiguous in my circumstances and the clarification of the 1 year experience was provided by Hertz staff member on the phone. It is the definition that is more important than the term. The manager refused to help or/and issue a refund and sent me to call the head office. I call Hertz reservation at 0958 and spoke with them for 35 minutes while outside Hertz office. The senior customer relation manager spoke with the branch manager but did not offer anything different. He refused to connect me to a more senior manager and he declined to get them to call me at a convenient time for them. The only thing He could do was to issue a refund and that was the final word.
I believe Hertz staff in charge of providing such clarification should be knowledgeable. Furthermore, an internal procedure should exist that aims to channel communication with the customer and ensures the staff at the branch offers what was agreed with the customer.
Worst car rental experience ever. This will be my last with Hertz, the hurts.
I picked up a FORD Escape on 04/13/2013. At return on 04/15/2013, before I know how much I would be charged for 1/8 tank of the fuel, a receipt was handed to me. I was charged $35.07!
I requested to talk to somebody. After several minutes, Mr. Brian Dibiagio (the location manager) walked to me, no greetings, no hello, no hi. It seemed that he came to me pre-angry. He was more upset than me for some unknown reason.
Mr. Dibiagio: What is wrong?
Me: Can I drive out to fill the tank?
Mr. Dibiagio: No. The sale is closed and I cannot do anything about it.
My daughter (Tina): That much could fill the whole tank! (We juist did that morning for $34)
Mr. Dibiagio to my daughter: Who rented? Did you rent?
Me: No, I did.
Mr. Dibiagio to my daughter: Then do not talk. Respect me.
Me to my daughter: Tina, let me talk.
Me to Mr. Dibiagio: Can you do anything about it? This is unreasonable.
Mr. Dibiagio: I am not willing to adjust. (while staring at me straight and his eyeballs were about to roll out. It seemed that he was ready to physically beat me up, until I turned away.)
Me: How many gallons I am paying for?
Mr. Dibiagio: a quarter tank.
Me: How many gallons?
Mr. Dibiagio: a quarter tank.
Me: How many gallons?
Mr. Dibiagio: more than three.
Me: How many? Three, four, ten?
Mr. Dibiagio: Maybe 3.5. I am not willing to adjust.
Me: Can I call somebody?
Mr. Dibiagio: (pointing to the contract) call the billing department.
During the whole conversation, I felt his anger. He was so hostile as if I made him angry! He changed from "not able to do anything" to "not willing to adjust".
He was unbelievably rude to my daughter and me. He could took that opportunity educate or explain the charge, I did not even ask him to adjust. Instead he confronted me like gang on the street. On the flight home, my daughter was so upset and she even asked if it was her to make me lose the chance to get the charge adjusted.
My partner and i rented a car from Hertz at Knock Airport, Ireland, we were tricked in to paying for super cover, the car was completely unacceptable and they took far more money than we agreed to pay! This company is unreliable and unprofessional and we will never ever be using them again
Please avoid the hertz car hire sale.i booked a car with them at what I thought was a good price.i collected the car and half way through rental I checked my credit card to find they had taken over a third of the rental cost again saying it was to pay for a shortfall.i have e-mailed about 30 times but they have not replied.their current sale is a scam ,avoid at all cost.
Terrible customer experience. Hertz claimed that damage had been done to the car by me, when it clearly had not. They then said that the repair charge would be £300, for a scratch so tiny, that the ordinary human eye would have trouble noticing it. The root cause of this was that Hertz took over an hour to process my booking at Liverpool airport, which meant that I was late, and unable to check the car thoroughly prior to departure, but thought it would be OK, as I did not realize I would be dealing with such unscrupulous characters. They made me sign the form before I had even seen the car! I firmly believe that this scratch was on the car before my rental period commenced, and that this is a disgraceful attempt to screw an innocent customer out of several hundred pounds.
I asked for common sense to be applied, but this fell on deaf ears initially. I will continue to ask until those misappropriated funds are returned. I regularly hire cars for work and pleasure, but will never use Hertz again unless this is agreeably resolved, and will seek to ensure that colleagues, friends, and family avoid also.
Here's what i have just written to Hertz.....
Went to collect a pre-ordered car at Stansted airport. Wish i hadn't nowv!!!
Firstly, as i TRIED to explain to the guy, i was not able to order a much needed GPS at the time of booking . I asked for a GPS, but was told that there weren't any left.
I was therefore FORCED,(because i REALLY needed one) to upgrade my car choice to one with a built in GPS which i was not happy about because of the extra cost of the vehicle and fuel consumption.
When i collected the car, i was told that there were FIVE gps's available anyway !!!!
So, i have been forced to upgrade my car, and ay for a GPS that i didn't need, as there was already one built into the car.
After a very long, and annoying 1/2 hour with the guy at the service desk, who seemed like he just didn't give a shit, we finally got it sorted. Until i looked at the bill.
Firstly, i have paid for FULL insurance, which i never ordered. Location service charge of 23.00 was added. No idea what that was for??
My original internet transaction of 92.00 somehow became 204.00
I am of course VERY dissatisfied with all this. I was cheated into paying for a GPS, not informed that i was charged unnecessarily for insurance, and the whole thing from start to finish was a total nightmare.
Subsequently, myself and my business partner were late for our meeting in Grimsby.
We made it clear to everybody at the meeting that it was Hertz, who were to blame.
I have rented cars at Stansted for the last 15 years, and never had a problem, they've all been perfect.
Having flown with Ryanair, i felt that it would be easier to just book the car with the flight.
NEVER, EVER AGAIN.
My first experience with this company was quiete shocking. When I arrived to their office I realiyed that I could get the car for the same price only if I want it without insurance. Seriously who would hire a car without insurance? So, of course I needed to pay than I booked the car. Except this everything was fine but is not a good attitude for a big company!
They do not take Debit Card and to drive the car must own a Visa card they should inform people better about this, but otherwise it was a pleasure to use Hertz.
just dont think you should ordre it through rentalcars.com as they seem not to inform about the additional costs that will be placed on top of the price when you go to pickup the car.
Book cars well in advance and on many many occasions. Most of the time they don't have the car. Have offered an upgrade to a "minibus" on one occasion and on another had no car at all. Not to mention the attitude of the desk jockey's. One time went to France where upon I had to leave an 800 euro deposit, after taking out insurance????
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