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Hertz

Hertz • International rentals • What's mid-size? • Late returns • Disputed charges • Abrupt repossession

Like runner-up Avis, Hertz is a household name but that doesn't mean travelers can expect the same consumer protections overseas that they've grown accustomed to here. Take collision damage waivers -- in the U.S., you can decline the optional insurance and not worry about it. But in Amsterdam, France, Italy and elsewhere, it can be una storia differente.

Here are a few of the more recent complaints:

Donna of Niwot, CO July 7, 2009

Renting a car from Hertz in Germany was a total nightmare! Paying extra for a car with navigation, I I was given a supplemental navigation system that worked all of 40 minutes before running out of batteries. (They called it Never Lost. I called it Always Lost.) After finally finding a number that worked, I contacted a Hertz representative in Germany: his advice? Drive to the nearest large city in Germany and find the Hertz office to make sure that it really wasn't working (without a navigation system, address, or map to find the office of course.)

To add insult to injury, upon receiving the final bill at home, I was charged for insurances I didn't request and tagged with a refueling charge when I returned the car full. After emailing several times and being on hold for nearly 45 minutes, I've been told that after researching the matter, the charges will stand. If I can produce a time stamped receipt to prove that I really filled the car up then they will review the matter. Arghhh.

I am done with this company for good. As I told the Hertz rep, I will walk, skip or crawl to my next destination rather than rent another car from Hertz.

Richard of Tomball, TX July 7, 2009

I rented a car from the Hertz Car Rental at BWI. I used the E-Z Pass for a 2 pass through the Harbor Tunnel. On the pass it said you will be billed for the E-Z pass cost. When we got the bill there was a charge for 12. I called Hertz and they said there was a 10 additional weekly fee.

Randall of Spring Lake, MI June 26, 2009

We rented in Rapid City, SD. By the time we got to Rapid City, 4 miles away, the light came on for tire being low. We pumped it up assuming lack of maintenance. We proceeded on our trip and pumped the tire every day for 4 days. We finally called Hertz emergency service and they scheduled an appointment for us at a tire dealership they work with. We spent two hours waiting to find out we rented a car with a screw in the tire, causing a slow leak. Bottom line after our two week trip, we got billed for this. I printed the bill, no explanation for the addt'l charge of 36.

LaTanya of University Place, WA June 14, 2009

I rented a car in Tacoma, WA. Nissan Altima 2009 approx 11,500 miles. I rented for 2wks to drive to California. I notice the air condition was not blowing very cold. I turned on max - nothing. I was in the high desert when I discovered this malfunction. I called Roadside. There solution was that I turn around and go approx 45 mins to the nearests Hertz location. Due to my tight schedule to California this was not a viable option for me. I told the rep I would try to settle this at my destination (L.A.).

Unfortunately I arrived to late to go to a location and I had to get up early the next morning to head to my next stop; again on a tight schedule. I believe it was day 4 or 5 of my vacation that I finally had the time to locate a Hertz location and deal with this problem. This is where the real issue began. Explaining to 2 different reps what the problem was; I had to stand there while they provided customer service to phone calls coming in when I was there first. The female who came and replace the male who WAS helping me was short and rude. I was charged 15 for gas when I feel I should have not had to pay a dime for this inconvenience on my vacation. The female was short and rude. I was then placed in a horrible vehicle - not even comparable to what I had arrived in.

The car was filthy and I had to ask if someone could clean it. She appeared disturbed that I asked and after the "cleaner" finished, he practically shoved the keys in my face with a rude "here". I firmly told the young man behind the counter "You all need to work on your customer service BIG TIME"! He looked at me with a perplexed expression. Angry I walked out to the garage in which the car sat (they didn't even bother to pull the car out and face it toward the exit). Upon getting into the car, I noticed the gas tank was nearly empty and after driving out of the parking lot heading down the street, I realized the GPS (which was free to me in the Altima) was inoperable. Now very angry about everything and near tears, I went to the Airport Hertz location (believing they would assist) and the staff was apologetic however I was placed in another substandard car - very damaged. The security guard suggested I turn around and have them resolve this. They then placed me in a brand new upgrade - SUV Nissan and the rep stated she would give me 50 off.

Deirdre of Hasbrouck Heights, NJ June 8, 2009

I was visiting my daughter in NC, Memorial Day weekend. I had pre - arranged for a car at Hertz. They gave me a car that required shifting gears without any imstructions. As a result I nearly got into an automile accident with my daughter and her 3 children. I returned the car and it was exchanged. In addition I notified the manager. She was very rude and said that Hertz could not put instructions on their cars; however the young man that reviewed the mileage upon return admitted that this car was often returned for the same reason.

Also, he admitted that consumers were damaging the cars but his advise went without change, The manager wore a tag from Nevada, I remember that. She needs to be reprimanded and trained to meet and greet the consumer appropriately. If I do hear from you I can give you more detailss. If indeed this is a true follow up for the consumer.

tashima of brooklyn, NY June 5, 2009

On April 16th I rented at Hertz car rental located at JFK airport using my credit card...Hertz charged approximately 133.17 from my credit card...I didnt receive the car because of extra fees were added to the deal when I got to Hertz personally. So, I cancelled and was told that the hold of credit that Hertz deducted off were to be back on my credit card in 3 business days. However today is 6/5/09 and Hertz have not released my credit back onto my credit card.

Harish of Los Angeles, CA June 3, 2009

Hertz "Lost and Found" should be made "Lost". If you forget your items in the car before you return it, then you can forget it. You will not get it. That is what we learned from our incident. We forgot our GPS (Tom Tom) in the car and called the center within 10 minutes of us leaving the rental office. The response was negative. We again followed up once we reached our home in LA, again the response was negative. Unfortunately we could not go back and investigate what happened after we returned the car. We had to catch our flight. One quick question to Hertz - Will you leave the customers without charging if they loose your GPS or any other item that is even lesser worth?

Mary of Rio Rancho, NM June 1, 2009

I rented a car for a week out of albuquerque to california. On my way home after driving 2500 miles -- some at night through the desert by myself -- I discovered that all the tires on the car were stripping their steel belts off the inside edge. this was not noticable from the outside and one had to crawl under the car to see it all. After terse discussion with Hertz rep, I finally was picked up by a tow truck, taken to the next town (flagstaff) and given another car by a very nice man at Hertz.

When I got to Abq at 6:01, the asst manager tried to convince me that I could have noticed this at the time i picked up the car; then moved to saying that I should understand that they did not see it either because they did not crawl under the car. I explained that they should have crawled under the car, that they are required by law to provide me with a safe car...she did not back off of her contention that they were just ignorant, and gave 50 off my bill which she said was her limit.

I have pictures and now will refuse to pay the entire bill. This experience was unnerving and I would be hard pressed to get a car from them again. While I was returning my replacement car to the Abq office, another potential renter (retired mechanic) checked out all the cars available and refused to rent one stating that the oil had never been changed in the car and the motors were filthy.

Connie of Laveen, AZ May 1, 2009

We rented a minivan over the weekend traveled on saturday 04/25/09 returned monday 04/27/09. I left my IPOD on the side cubby area of the 3rd row seating. I called Tuesday 04/28/09 and had to leave a message on the recording for their lost & found. The recording says they will only return a call IF they find the missing item. My message told them exactly where to find it. Wednesday 04/29/09 no return call. I called and received same recording I tried pushing 0 for operator or someone live because an IPOD is not cheap and was transferred to another voicemail where again I had to leave a message. Thursday 04/30/09 same recording but finally when I pushed 0 this time someone answered. I explain that I have been calling since the day after returning the van for an IPOD that I had left. He placed me on hold to see if he can get into lost and found to look for the missing item. Five minutes later he comes back & said they found nothing & he even checked with the girl that worked that day in Lost & Found. He pretty much told me theres nothing they can do and the van was probably rented back out already. What upsets me the most is I called the day after I return the van & no one bother to return any calls especially after listening or maybe not to the recording that I left that its not a blanket or book its an IPOD. How do you employ such un-trustworthy employees? I knew exactly where it was but yet they found nothing. Granted my own fault for forgetting it but I cannot believe it took me 3days to speak to someone & yet by that time it's probably long gone.

Carrie of Stockton, CA April 17, 2009

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