hertz.se Reviews 120

The car was returned around noon but the office was still not open, at the time when most people would return the car. Due to closed Hertz office at Kiruna Airport, no joint inspection or discussion occurred.
A week later we got a bill for cleaning with OZONE!?, since the office claimed the car smelled of smoke.
The charge was applied without any prior communication. None of us are smokers!
I asked them to explain, where they found the smoke smell - no reply. I then asked the Kiruna office to double check and get back to me. Surely it must have been some mistake or the wrong car was inspected in our name. Its been months and no reply. I expected better from such a big company. This looks like a scam.

Hertz has a policy of placing normal wear and tear damages as invoicing liabilities which is a usual strategy among low price renting companies. Please take into consideration that they will more aggressively than their pairs find additional invoicing opportunities. My advice would be to avoid them as long as there are alternatives or take into consideration that their business model is built on charging you extra for wear and tear. The minimim you should do is to take multiple photos of a rented car as they are not hesitant to invoice injuries caused by former rentals.

I recently had a disappointing experience with Hertz in Ludvika, and I would like to explain my situation.
I rented a car from Hertz Ludvika and performed a quick visual inspection before taking it, but I did not notice any issues at that time—and unfortunately, I did not take any photos. When I drove the car to Arlanda, a Hertz employee inspected it immediately upon return and identified several defects using their detailed inspection process.
At Hertz Ludvika, however, there is no immediate inspection when a car is returned. In one of my previous rentals, the inspection was done nearly two days after I returned the vehicle. This delay creates the risk that damages could occur after the car has been dropped off but before it is officially inspected. As a result, customers can be wrongly held responsible for damages they did not cause.
I have now received a bill for damages that I firmly believe were caused by someone else. When I contacted Hertz Ludvika, they declined responsibility and directed me to their customer service team instead.
The issues I see are:

Lack of immediate inspection:
Hertz Ludvika does not inspect cars as soon as they are returned. If the car is returned at night, it should at least be checked the following morning.

Problems with the automated key drop-off system:
While the system looks modern, it introduces several risks:
a. The car may not be parked in the correct spot.
b. Existing damages may not be detected or documented before the next rental.
c. No receipt is issued upon return—customers must request one separately through customer service.

Automation can improve efficiency, but it should not lead to the company shifting its responsibilities onto customers, especially when issues arise due to procedural gaps or delayed inspections.

These guys are a joke. Last time, deposit that took 3 weeks to refund. This time double billing with error on drop-off time.

TLDR: We got a car with a crack in the windscreen right across the passenger side and they didn't even bother informing us about the damage. Within a few kms the oil light came up showing they hadn't bothered to check the car at all before renting it out.

Update: Hertz has replied saying they did nothing wrong and we are not eligible for any refund.

Long version:
We hired a car in Karlstad, Sweden and will return it in Aarhus, Denmark, so it is costing us a total of almost NZ $3000 for only 5 days.

When we collected the car we signed the paperwork, then were given the keys and pointed at the vehicle. We were not given a chance to inspect the vehicle before taking it and we were given no information about any damage to the vehicle.

Because it was snowy and we were driving under streetlights we didn't spot the big crack in the windscreen.

The next day we saw the crack, and believed it must have happened overnight, so we needed to return to Hertz Karlstad.

Before we could return, the oil light came up, indicating the car needed oil. This was very concerning - if no-one had bothered checking the oil, had they bothered checking anything else about the vehicle? Or are we driving our family in a potentially unsafe vehicle on snowy roads?

When we returned the car to Hertz they told us that the crack had already been there. We told them we would never drive with such a big crack in our windscreen in NZ (it covers the entire passenger portion of the windscreen). They assured us it was fine. I told them that I was very disappointed with getting such bad value for money - we have spent A LOT of money on this car hire. I asked if they could swap it for another car and they told us it would be very difficult, that we would need to pay a whole new deposit and do all of the paperwork again. Scared of being charged MORE money, I let them send me off with the car with the broken windscreen.

We hired a car for this portion of our trip because we wanted to enjoy sightseeing. Unfortunately, all my photos from the car are ruined by a big crack across the window.

I have used Hertz hire cars many times for work in NZ and have never had anything other than immaculate vehicles, so I was very shocked to be given a car with a broken windscreen that no-one had bothered to even check the oil (the most basic car maintenance job!).

I have emailed Hertz Sweden about the rubbish car we've been given. I'll be interested to see what their reply is!!

Regarding Hertz Malta AirPort:

After returning home, we were charged compensation of 1,000 euros for an alleged damage, despite the fact that no incident whatsoever occurred with the car during our rental period. Hertz Malta (Franchise) claims that the damage is not visible in the extensive photographic documentation we have, which in fact supports our case. Our view is that Hertz is exploiting the insurance system to its own advantage at the expense of the customer, and there is reason to suspect a systematic pattern in Hertz’s conduct. I will though, take further legal actions.

I travel frequently and am an experienced car rental customer. I will never use Hertz again and hereby wish to warn others about the company.

Sten Holm
Stockholm

These Company is full of cheaters. Never book here. Not even worth on 1 rating.

Charged us for a rock chip even though we were covered by the full insurance and could prove with pictures that the car had no damage upon our return. Don’t trust them

If I could give minus i would. Avoid like the plague if possible. I always rent from Hertz for almost 20 years now and its been kinda ok but now i had enough don't think I ever go there again. Hertz Arlanda Airport gives me a car thats full of dog hairs my kids has astma and has a allergy and making a awful sound driving. Sounds like the breaks laying on. On and off. Spend 2 days trying to call them costing a fortune , first lady was lovely but then this guy from arlanda calls . He wants me to clean the car on MY holiday and call car roadside assistance that last time i dealt with took 5 hours to come. I'm going to loose a whole day with this shit that's all THEIR FAULT. Its no way im doing that. I will have to drive the car and hope it dont break down and hopefully dont destroy the car in the process.( Thank good i paid over 2000 for full insurance.)But charge me almost 10000 kr was no problem. Stay away.

I had an awful drop of experience. We dropped the car before our set time, but because hertz didn’t inspect the car until much later they charged us for an extra half day. Their customer service is impossible to speak to, it’s almost as of they’re pretending to not understand or misunderstand to slow things down and avoid to admit their error.

Awful Experience with Hertz – Double Charged and Still No Refund Weeks Later

I booked a rental car with Hertz on May 14 using my Marriott Gold Elite discount and was charged 1,626.50 SEK.
When I went to pick up the car on May 18, I was informed that insurance wasn’t included because of the Marriott discount—something I found very strange. I even pointed out that their website clearly states insurance like Collision Damage Waiver is always included (I can't include a link here, but it's easy to find with a quick search), but the representative simply said she knew what it said and that it doesn’t apply when using the Marriott discount.

Meanwhile, my brother made a regular online booking without any discount, paid 1,761 SEK, and had insurance included. I ended up paying 210€ at pickup just to get the same insurance, meaning my Marriott"discounted" booking cost even more than his.

The pickup process was painfully slow—it took over 30 minutes despite booking in advance. I’ve rented cars extensively through other rental companies, including as an Executive Elite at National some years back, and this was easily the most frustrating rental experience I’ve had.

Worst of all, Hertz charged me twice: once during the online booking (1,626.50 SEK) and again when I returned the car (210€). The second payment should have replaced the first, yet both charges remain on my account.

I first reached out to Hertz about this issue on May 30, and despite following up multiple times—on June 5, June 13, June 16, and again on June 17—I still haven’t received a refund for the original booking fee. The lack of response and resolution is extremely disappointing and completely unacceptable from a company of this size.

After this experience, I will not be using Hertz again—and I strongly suggest others consider alternative rental companies.

No wonder Hertz’s stock is up recently —charging customers twice must be a great new business model. Watch out!!!

Calling Hertz after a car rental ending is so far impossible, long waiting time on phone and connection is terminated

UPDATE 17 Dec:
Hertz reached out a few days later and apologized by phone and email for the experience and initial customer support. I have got compensation, so now I am on my way to stay with Hertz.
/Chris
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I expect high quality when I choose a company like Hertz Arlanda. Still, my recent experience, including an email conversation with a representative whose name started with “Ka,” left much to be desired. Here’s a summary of the issues and the response I received.

Unmanned kiosk and poor service

When I was left standing in the cold for over 30 minutes due to a malfunctioning kiosk and no staff on-site, it wasn’t just frustrating—it was unacceptable. The representative acknowledged that they are aware of the kiosk issues and that the problem has been forwarded to “the expert with the right competence to resolve it.” However, this does not address the immediate issue for those left out in the cold. It placed the entire burden on the customer.

To make matters worse, the response included the comment that the company “cannot take responsibility for customers’ clothing choices.” This is a childish and irrelevant remark. As a customer, I shouldn’t have to plan for the possibility that your systems might fail—you chose to use an unmanned solution, and the responsibility lies with you to ensure it works. Other companies, like AVIS, had staff available in the middle of the night, which proves that solutions exist. I strongly recommend choosing a company with on-site staff if you arrive late.

Vehicle condition and compensation

As for the car I received, it did not meet the expected standard. Instead of addressing my specific complaints—such as dirty windows, washer fluid that froze because it was just water, and worn-out wipers—the representative suggested I “could have booked a more expensive car class.” This is irrelevant. I criticized the car’s condition and safety, not the model. Regardless of price, every vehicle should be clean and safe to drive. Suggesting I should have paid more for a better car is simply an attempt to shift responsibility.

Did I receive compensation? No, I did not. When returning the car, the staff directed me to contact the office, as they could only accept the vehicle and could not address the issue on-site. This left me wondering: How can Hertz miss the opportunity to gather honest feedback from a customer in a face-to-face interaction? Sending me elsewhere instead of resolving the problem on the spot is a missed chance to strengthen the customer relationship.

It’s also worth mentioning that I am a Gold member—a customer category from which Hertz earns significant revenue. How can you treat loyal customers like this when the consequence is that I will choose another company next time? The only explanation I can think of is poor “corporate management.”

Additional costs and consequences

Due to the poor quality of the car, I incurred several additional expenses:
• I had to purchase window cleaner and paper to clean the windows.
• I had to buy washer fluid because the existing one was just water and froze in the winter weather.
• I lost Amex points and incurred currency conversion fees.

These costs should not fall on me as a customer.

Summary

The Hertz representative concluded their email by stating that the company “does not create problems for customers on purpose.” That may be true, but it doesn’t matter whether the issues are intentional—the responsibility for the consequences still lies with you. Addressing a dissatisfied customer with understanding and action is the right thing to do and an opportunity to build loyalty.

My advice to other customers: If you arrive after hours, choose a company with on-site staff. Moving forward, I will select AVIS, as they were open and staffed in the middle of the night. My experience with Hertz was disappointing on multiple levels, and as a Gold member, I expect significantly better treatment.

/Chris

Rented an electric car, it did not have the cable to charge it at home - causing mayor delays for me. It was not possible to change for a gasoline car eighter...

Also it was an awfully bright yellow feeling like I was promoting their awful brand. Very ugly.

I rented a car from them and left the car as I got it and filled it up and everything. But then I didn’t get my deposit back! I emailed like 10 times and got no answers back at all. Don’t recommend and will never rent from them again. Lost 60 euros that they should have given me back.

The case (short) Several mails has been written to you without any answer yet. Hope this helps. Regarding (Ditt hyresavtal 17303557)

We arrived 22.10 at your Herz Kiosk December 28 in Borlänger. The train was 1 1/2 hour late. Due to the bad weather condition. My wife called you from the train and when we arrived without any contact (see attached number) Her license couln't be approved because we are from Denmark. She waited 11 min on the phone. we had to take a taxi because we could wait any longer in the cold with 2 kids. It costed 1200 SEK and we had to use the whole day after wards on the phone with different persons from Hertz to find a solution. And I had to get back to Borlänger and get the car. This situation is of course not acceptable. So we need to know:

1. We paid for a taxi
Has there been made a refund?
2. We couldn't use the car we rented from you for a whole day. Has there been made a refund?
3. Why couln't we get in contact with you it said it was open until 24?

Regards Claus on behalf of my wife Signe

Hello
I hired my car from Lund garage at the train station
I was suppose to take the car from Lund train station at night and drop at gothenburg airport with the reservation number of
K6872871910 under my name Manoj Kumar Maggon
It took almost one hour to get the car after multiple attempts by the kiosk service person and was given a Citron with no charging, I was suppose to get full charge, i had to charge the car and was surpised that the charging of the car finished just after 100 kilimeter and I had to drop the car at Angleholm
During the whole process, very difficult to get any support, I dont know how can such a car be given which consume all the battery in 1/3rd of the total time
I had to take a taxi

Forgot my passport at home and Hertz Malmö could not find a way around that (even if I have rented there several times).
Was told that my rental was cancelled and I would get my payment refunded. But that did not happen either, I was informed several weeks after.
Instead of picking up my passport at home, I decided to ask Sixt, if they could rent a car to me, without having my passport available. And they could.

Go for Sixt and never Hertz.

SuperCover = SuperHassle

I paid something like 30% more for the rental for SuperCover. The point was so they'd not hassle me when returning. I return the car and the next day they find a super small scratch and say I must submit a form or the coverage won't apply. The form isn't working -- honestly I think this is some sort of scam. Never again.

Edit: the issue is now resolved, but still disappointed due to the hassle.

Waited over an hour for our car rental having made the booking over 6 months ago. It doesn't take an hour to clean a car!!!!