The Hertz Corporation Reviews 308

Rejected application. When I contacted live chat, the said I was sent an email explaining why. I responded with how the details of the email did not apply and I'm happy to provide more proof of id and address and the agent closed the chat immediately.

Van broke down with 3 minutes. Zero help from app as there is no phone numbers. 247 is all on the app, no help. Had to spend ages searching Google for a number to contact. Had to call AA direct and told I was going to wait 3 hours for tow!! On a busy, dangerous dual carriageway. Then, refusing to offer any compensation for not being able to move house when I needed to. Seriously let down with no ***** given. Choose enterprise. I've never had an issue with them.

I am extremely disappointed with my experience using Hertz 24/7 (Booking: SHUWEL260371942).
I returned vehicle BK75OVB to the Wellingborough Shrugard location at 10:00 AM—a full hour before my 11:00 AM deadline. Because Shrugard customers had taken up all the designated Hertz bays, staff on-site specifically directed me to park in the rear car park.
Despite successfully uploading return photos, the Hertz 24/7 app glitched and failed to end the session. I have since been:
1. Incorrectly charged £60 (double the agreed £30 rate).
2. Hit with an unauthorized £5 membership fee.
3. Sent automated "overdue" threats despite the van being physically on-site for over 24 hours.
I have proactively reached out via Live Chat (who were unhelpful) and email. The Shrugard staff have confirmed they remember my early return and that it is recorded on their CCTV.
It is unacceptable that a customer is penalised for a technical failure in your software. I am still waiting for a human being to acknowledge my evidence, stop the automated "late" threats, and refund my overcharged fees.

When using two or more cards via the app, it will always take payment from the supposed 'default' card regardless of which card you select at the time of booking. There is no wording in the T&Cs that corroborates this statement that was provided by the CS team. Talking of the CS team, good luck getting a response via email or a helpful response via the app.

First time I hired everything went smoothly however the second time I was charged an extra £100 from hidden fees. When I booked the app showed me a rate of £5.28 which would of led to only £90 but when I payed it was £190. As I was moving place, I had no time to find another rental and then when I phoned them to ask about this increase in price, I was unable to get through to them. I reluctantly paid however I will not be using Hertz again for van rentals.

I'll start by saying that I'm partly writing this review out of stress and annoyance over the past week since my partner and I were getting a new bedframe after the one that my mum previously gave me wasn't suited for our room, since it was too large.

We saw a bedframe and needed a van to pick it up, upon which someone told me to use Hertz24/7 via B&Q.

Now, not only is it an absolute disgrace that when I book the van for the pick-up point closest to me while I was working that it suddenly changes without any fore-warning beforehand, meaning I need to rush to the new location, but it was also an utter waste of time in the respect that they give you stipulations you have to adhere to, such as not having the fuel below 25% when giving the van back... but it's ABSOLUTELY fine for the previous user of the van to leave it below 25% for you to use.

This was the start of the issues I had with them; even trying to get set up with the app was a nightmare, because it asks you to link your account via a mobile number, which I had already registered on my new account after I made my initial booking the night before.

Trying to get a one-time password texted to me was a Herculean task; I swear to god counting your hairs would be a better use of your time.

Then, to make it all the better, the app DRAINS your battery because it's required to be always on for the car to work; that makes sense, but why the car would sometimes not ignite even after restarting it 5 times is an absolute joke.

Trying to get extra time added on as well was also a test of patience, because I'm expected to try and pay upwards of £15 extra just for an additional 15 minutes, which is PATHETIC. In contrast, Arnold Clark, who I've hired from twice, had it be a measly £6 extra for an ENTIRE HOUR extra.

Even when I tried to make the payment to then, what I'd later found out, avoid late return fees, it says it was rejected, despite having more than enough money on the cards I was using.

The worst aspect, by far, is the lack of customer support; what function does a phone number have if you can't even speak to a human being? I know exactly why Hertz don't have people on phone, and it's because they'd either get abuse hurled at them, which is unfair towards the staff, they don't want to pay people, which is most likely, and they cannot be bothered whatsoever to attend to people's needs.

When I tried to phone to make a panicked enquiry about extending my time, you know, to try and make sure I avoided late return fees that Hertz themselves tacked on because they continuously declined my card even after I already spoke to my bank who said it was fine, there was no one there.

Instead, the customer service number will just tell you how to register online and to use the app... which is REDUNDANT WHEN THE PROBLEMS STEM FROM THE APP, WHICH IS THE ONLY PLACE YOU CAN DO ANYTHING EXCEPT WHEN IT DOES NOT WORK.

Due to all of this hassle and the fact I had to fill up the van's tank due to the terribly handled policy of "you must leave at least 25% fuel for the next driver" which means the most lazy and pathetic of people can just leave barely anything in the van for the next person to use, and due to the lack of customer support when payments for additional time are coming off, I'm being expected to pay £81.85, all from a £30 deposite when I wanted a 1 hour booking originally, and because the Hertz app is just THAT USELESS I'm being told to pay an extra £51.85 than what I should.

Arnold Clark at least gave you the security net of if you returned it back late they would just give you the remaining amount that would have been added on, because at least with them you can SPEAK TO A PERSON.

In short, to hell with Hertz 24/7; an absolutely shambolic company with the presence of a wet fart who can't even muster up the care to help a customer out and then tack on an additional £51.86 charge which wasn't explained ANYWHERE.

I'll give you the money when I see fit, but as far as I am concerned, Hertz, you deserve none of it.

Awful company.

Used to be a good company when they had the customer services staff in ireland, was a customer for 17 years.

Not used it for 2 years, it seems it is now very bad. No customer services, no chat service available even though it says available until 10pm.

All through the app, which wouldn't properly register me and then took the payment for the hire without allowing me to actually hire it (now awaiting refund).

It seems these automated systems are useless everywhere.

What a shame, used to be a good company.

Booked a van for 9am Saturday to move house. Got a voicemail at 6pm Friday telling me they've cancelled the booking. No attempt to resolve the situation, no apology. Disgusting.

Edited to add: there is no way to contact them. Their phone line plays an automated message directing you to a live chat that doesn't exist on their website.

Booked a car in Brighton to travel to a long-awaited medical scan and then to a wedding in the north of England. They moved their HQ to a different place miles away without telling me. Instead they confirmed the pick-up point two days beforehand via email, the wrong pick-up point! After wandering around trying to find them, had to ring a friend to drive me 15 miles away to medical scan. I was then late getting on road for wedding, caught in traffic. Unbelievably stressful. I requested a refund. They apologised and offered no refund or part-refund, instead a total of 750 loyalty points (less than a day's rental) which felt insulting. Two further emails were completely ignored. Customer for over 15 years, have only ever used them for car rental. Never again. How not to do customer service.

When to pick up the van, to find out they had cancelled my booking whilst on my way to get the van.

hired a van for 2 hours to turn up and the app gives no access to the van so contact customer service via chat and they gave me 2 different numbers and neither worked and then they just ended the chat and said hope you have a good evening !!! how Bloody rude and unhelpful after wasting 50 mins trying to get to the bottom of why I cant get the van accessed,
the customer service operators really didn't want to help or couldn't help and I'm still no wiser with no way to contact anyone to get this resolved and no doubt it will still charge me even though I never started the hire, it really has put me off hiring any more from them after this as the whole experience and let down just did not have to happen. so p1ssed off

The app to unlock the van is pretty much useless so trying to unlock the back doors or side doors is nightmare everytime you want to do this. The van i got as soon as I got it was displaying replace oil light. Then halfway through the rental the battery light came on the van on at least 5 occasions took numerous attempts before starting. And the deposit I paid has still not been paid back to me after almost a week since I rented the van. Their customer service is appalling and useless. Do yourself a favour and do not rent a van from hertz.

Poor customer support. Overpriced. Just use a different company. Their 247 app has no phone support for customer service so if you have an issue trying to start a rental then you'll be waiting an hour before you get a response from them.

subscription charges with no notice to cancel won't deal again ever, regardless of convenience. feels like a scam, looks like a scam. very clever way to lose customers, very clever

Booked a van a week in advance. When we arrived the van was not there. No customer service number, just the AI TwatBot.

Eventually when a human was speaking with us was told we could not do anything about it and had to cancel. They have charged us for the van we never got. Will be getting a full refund believe me.

First experience booking with them, they just cancelled it for no reason leaving us with no van for our house move lol. Customer service said they don’t deal with anything app related.

So I read all the previous reviews and still went ahead with the booking, despite low expectation.
This is 2 reviews; one for the app (2-3 star score) and the other for Hertz customer experience. 5 star score!

App - Registration was fairly painless. Using the app however was clunky. Firstly the van location would not re-direct to my chosen navigational app (google maps). ID recognition was flaky and I had multiple attempts in different light conditions at winking for the camera (as requested). None of the "insert additional comments here" boxes accepted text. The app uses huge amount of battery as it requires full location and Bluetooth continuously.
This was used on an iPhone 15 pro using iOS v18.5

We collected the van at the agreed time & location. However the previous kind soul who hired the transit van had left it full (floor to roof of van) of old wooden fencing plus the saw they had used to cut it down. So we had to use the app to contact Hertz support via chat. Surprisingly; the response was very quick and after 30 minutes we had another van allocated and everything was put right. The chat ended twice and we had to deal with multiple support agents but they were very professional, understood our situation and put things right quickly. I have only had the costs for the replacement van which was 5 days ago. Well done for customer support Hertz 247 app team.

So overall score 4 out of 5 as the crucial part of the app worked (the chat box). I would recommend using this for short journeys as per other reviews as there is a mileage charge (UK). On a positive note, you don't have to pay for fuel. it is included.

Stay away from Hertz! I returned a fully fueled, undamaged and very clean vehicle on the mutually agreed upon date/time. In the days that followed, Hertz put on my credit card charges amounting to over $1100. I was fraudulently charged for replacement for a windshield $500, a cleaning fee of $500 and fuel charges. I then received an additional bill of $825 for repairs!
After admitting there was no incident, they agreed to refund my credit card $1000. They only refunded $261 and then said case closed.
My case is not unique, a search of Hertz fraud showed a great deal of these cases.
They are dishonest and unscrupulous. Shame I have to give them even 1 star.

Do not use Hertz van rental if you can avoid it. Don’t get caught out like I did. They work out to be extremely expensive because they charge 29 pence for every mile driven. There is no daily mileage allowance. Many other companies have a 200 mile allowance and then charge about 20 pence for miles driven over the 200 miles. Not so with Hertz, they charge for every single mile you drive. That’s on top of their hourly hire charge rate. The annoying thing is that the per mile charge concept is hidden, I only found out the charge when my invoice was sent following the hire. Try searching Google for Hertz mileage allowance or Hertz charge per mile. I don’t think you’ll find it. It’s hidden, difficult to find, very covert. In my opinion this is an unfair practice. Why they are not transparent is obvious - it’s because they would be clearly shown as being very expensive to use. As I say, don’t use them without at least first looking for an alternative.

Would leave 0 stars if I could.

One of the worst companies I’ve ever had the displeasure of dealing with.

Support are utterly useless, unable to assist with registration. Told me I have failed ID checks (I have provided all the correct ID). Would not assist further. Told me I can’t hire a van with them.

In the next sentence they told me they had logistical problems in my area so I couldn’t make a booking.

Which is it? Logistical problems? ID check problems? Why are they unable to assist a customer who’s willing to spend money with them? Joke a company, going to Enterprise instead.