Leave a Review Hertz Rental Car, EV, SUV, Van
Horrible experience
I have been a member of Hertz for the past 10 years. I have been a member of their Presidential club for most of these years. In the past 2 years, I have struggled to use their app, website and customer service department. App and website send you around circles, correct password won’t allow access to the account and resetting password links won’t work. Customer service overseas is not well trained and airport staff members are not willing to help. Once this company used to have great services but have been through a lot since their financial issues in the last couple of years. I am seriously considering switching to Avis.Show lessdcoite
Confirmed reservation, no car upon arrival
Made a reservation a month ago for Hertz at Liberia airport in Costa Rica. Car was confirmed and did not receive any messages there was a problem with my reservation. While waiting outside the Liberia airport for the shuttle for over 20 min, I contacted Hertz and let them know I was waiting. At that time I was informed there was a problem with my reservation and there were not any cars available. The Hertz employee told me corporate sold me the car but they did not actually have one for me. I received no advance notification via email or the Hertz app that there was an issue with availability. When I asked the employee what I should do, his response was to check with the other rental car agencies in the area. No offer to assist, no apology. Very unfortunate experience reminding me why I stopped using Hertz long ago. Unfortunately my preferred agency was sold out when I made the reservation. I would suggest avoiding Hertz in Liberia as I later found out that this is a common problem.Show lessGabe Rivero
Developer Response
Thank you for taking the time to rate your experience with us, Gabe. We hate to see that your experience was less than satisfactory. If you are still in need of assistance please reach out to our team on social media. You can send us a private message on Facebook or Twitter for assistance. - Hertz App TeamDon’t use hertz in Europe or international
I tried to extend my rental car in Spain on the app and online, both kept giving an error message and had me call their listed phone number.
I was connected to a customer service representative in the Philippines who told me they could not extend my rental and that I needed to instead contact the European rental division. She would not connect me or give me the phone number and when I asked to speak to a manager she immediately hung up on me, nice.
I called the main office at the Madrid airport where I rented the car. They said I would have to drive the four hours back to Madrid in order in extend in person… my normal return date was the following day so I opted to just return the car and secured a new rental with a European company that actually supports their customers in Europe.
However, if you’re looking for employment with a company that lets you just hang up on customers rather assist them, I would highly recommend Hertz customer service. Just don’t rent you car from them.
Hertz Gold member since 2010Show lessUSJohn
Terrible website to redeem points
To make a car reservation via their website utilizing my points. The website would not allow me to redeem my reward points. I attempted to call customer service to ask for assistance in walking me through doing it where I was told they would charge me an additional 5% because I was talking to a person. When I said the website is not allowing me to redeem my points the sales associate said they would still have to charge me 5% for talking to him. Hertz’s is not a user-friendly website nor is there a customer service associate friendly. I attempted to talk to a manager to rectify the issue and ended up being hung up on. Went back to the website started a chat where I was probably disconnected from the original person that I was speaking with and had to redo another chat with another person. Do you want to charge an additional 5% for speaking to a human yes your website is not user-friendly, nor is it fully functioning to allow people to redeem your points effectively, and is gouging the customer. I am a five-star customer and have been loyal to your company for years and it doesn’t seem like it really matters. Maybe my loyalty needs to change to another vendor in future.Show lessCrgkkg
Developer Response
Hello, thanks for leaving a review about your experience with our app. We'll be sending this feedback to our team so we can work on making this app work even better for our renters. If you are still in need of assistance please reach out to our team on social media. We truly appreciate the feedback. We hope to continue improving to give our renters a better experience. - Hertz App TeamApp didn’t link my reservation to my gold plus reward
I made a reservation using the app and I was signed into my account. The app didn’t link the reservation. Customer service said I would have to cancel my reservation and rebook at the new rate or I could wait in the long line at the counter (no skipping directly to the vehicle). On top of that, they no longer could make a reservation for a large elite sedan even though my existing reservation already had one booked. So, in cancelling my old reservation for a new one linked to my account I am paying more and receiving a lesser vehicle. Bravo!
Update: While I am still disappointed in the app, once I arrived at the Hertz rental location, they were very accommodating and honored the vehicle choice from the original reservation without me asking. So, app one star and counter service five stars.Show lessugh!!!!ugh!!!!
Could not add rewards number to rental contract
I used the app to rent a car. I have been a Gold member for at least ten years. I logged into the app. I proceeded to rent a car. The app required me to input home address etc. I thought that was strange but I continued. I finished renting a car and realized my gold number was not included. I could not enter my gold number via the app. I called customer service. They said my drivers license expiration date was current on my profile therefore I had to enter everything manually. Nowhere in the app was I notified to update my drivers license. The customer service said my rental rate would go up if I tried to add my gold number to the contact because it would be a new contract. Needless to say I am beyond disappointed with Hertz. I now have to stand in line to get the car. I will not rent from Hertz again. This was a terrible experience.Show lessBailey in Texas
Developer Response
Hello, Bailey. Thanks for leaving a review about your experience with our app. We'll be sending this feedback to our team so we can work on making this app work even better for our renters. We hope to continue improving to give our renters a better experience. - Hertz App TeamPoor account creation process
After creating an account I was sent a confirmation email then told to login to create my first booking. The login info didn’t work. I am certain it was correct because I use a password manager. The customer service texting took 30 mins between responses at times. After 2 hours of slow questions (what’s your email….what’s your drivers license number) which could have been asked all at once, they said it would take several days to figure out what happened to my account. I was trying to make a booking for that day, that’s why I created the account. Very poor first experience with this company.Show lesscouldntbe3
Developer Response
Hello, thanks for leaving a review about your experience with our app. We'll be sending this feedback to our team so we can work on making this app work even better for our renters. We hope to continue improving to give our renters a better experience. - Hertz App TeamCannot simply list all upcoming reservations
Hertz wants every interaction with us to be on line ( not over the phone ) and paperless. That’s fine, if the customer then prints out the reservation information to keep track of a rental made months in advance. If you don’t have the rental confirmation number available, you CANNOT SEE THE RESERVATION IN THE APP OR ON LINE!!!
What is this stupid idea about?
Hertz is literally a car bank for us. Why can’t I just get a listing, from Hertz, of all the future contract obligations I have opened with them, so I can be sure to understand and agree to those rental obligations??? And easily update information when my airline re sorts the flights due to Covid changes?
I have logged in to the app to show who I am, why is it another state secret about the rental reservations that I’ve made????Show lessNRB525
Do not bother with this app!
Save yourself the trouble. Another couple of years go by and this app still doesn’t work.
- More often than not, it won’t let you log in. I frequently see the error that we’re having a problem with our service or something similar.
- Once in the App, it NEVER lets you pull up an existing reservation to view, modify or cancel.
- Type of device, age of device, iOS version…makes no difference.
- I keep coming back to give the App another try because years ago it worked quite well, but I always end up being forced to go to the Hertz website to complete anything.Show lessGnarldan05
Developer Response
Thanks for leaving a review about your experience with our app. We'll be sending this feedback to our team so we can work on making this app work for our renters. If you have any other feedback you would like to give we would be happy to hear at m.me/Hertz -CarolIssue!!
Have been unable to make a reservation on the app to include flight information. I click the option but nowhere to put the information. And the reserve button only lights up when you say I don’t have my flight info. Been this way for several weeks. Other than that, excellent app.
Please fix!!!SuzeGrnEyes
