Hertz Reviews 

We rented a car from Hertz in the Netherlands for just 4 days. At the end of the rental period, we were confronted with an absurd and completely disputed charge for **an additional 5,444 km**, resulting in Hertz withholding our entire security deposit of over **€800**.

This situation is simply outrageous! We have been charged for an utterly implausible mileage that is completely inconsistent with our actual use of the vehicle. It would have been impossible to cover such a distance even if we had driven day and night without ever stopping! To put the absurdity of this situation into perspective, even the round-trip flight from Italy to the Netherlands would not bring us anywhere near that distance.

**What makes this situation even worse, beyond the unjustified charge itself, is Hertz’s complete lack of interest in resolving the matter.** We have been trying unsuccessfully to contact the company by email for an entire month, without receiving a single meaningful response. We also have evidence documenting the actual mileage driven, yet nobody seems willing to review it or even provide an explanation.

Non-existent customer service, an unacceptable handling of our complaint, and a complete lack of transparency. Withholding over €800 based on mileage that we formally dispute, while ignoring our requests and failing to properly examine the evidence we have provided, is conduct that we consider seriously unfair and disrespectful towards customers.

At this point, we refuse to waste any more time on repeated attempts to contact a company that simply ignores us. **We will proceed with a formal complaint and take all necessary steps to recover the money that we believe has been wrongfully withheld.**

We expected professionalism and fairness from an international brand like Hertz. Instead, we have experienced nothing but frustration, disgraceful handling of the situation, and a customer service department that cannot even be bothered to respond.

**We strongly advise anyone considering renting from Hertz to think twice if they want to avoid unpleasant surprises, disputed charges, and weeks of silence when trying to resolve a problem.** Customer trust is earned through professionalism, honesty, and fair treatment—not through a famous brand name. In our case, Hertz has failed on every single front.

Zero. Do not rent from Hertz! They take your money and refuse to help! We weren’t allowed to change the primary drivers name and were stranded and forced to rent another car that was double the price I had prepaid! What a joke!

Amazing experience via the Hertz at Milan Bergamo Airport!! Our flight was heavily delayed and wound up arriving after closing hours. I was in constant contact with Daniela @ Hertz and she so graciously waited OVER AN HOUR past closing time to make sure we got our car. Her genuine hospitality and care for our situation truly made me cry. Our entire trip was based on us getting this car and she made sure we had it. She even kept in contact with me via text for a few days after to ensure everything was ok with us and the vehicle. I cannot thank her enough for what she did for us as she could have easily closed up shop and left us out in the cold car-less overnight. 10 out of 10 stars for Daniela!!!

AVOID AVOID AVOID. Hired a car thinking Hertz were trustworthy and reliable, but it had pre existing damage upon pick up. In hindsight we should have rejected the car there and then, but we were tired from a long day of travel. The front bumper was cable-tied on. This was not shown in their digital pick-up report with pictures (we only received this email later in the day due to connection issues). we were handed a little receipt of paper on pick up that indicated there was damage on the front of the car by a little ‘X’ marked on the paper, but no more detail was provided.

When dropping the car back in the exact same condition, we explained this damage was pre-existing, (with time-stamped photos to evidence it) and they said we will not be charged anything extra and will receive full refund.

2 hours later we receive email saying we owe over €1000 for damage. Have already emailed complaints email the same day that we picked up the car to inform them of the pre-existing damage, awaiting response from complaints.

Thieving fraudulent company & they will not be getting a penny from us. Thankfully paid via credit card and will chargeback the deposit.

Do NOT use Hertz Florence airport

Renting in Kurdistan, the car provided, Toyota Corolla Cross, was great. First booking in May - extended it from 3 weeks to 5. Rather than switch to the monthly rate they added on the two weeks at the daily rate, costing us about 340USD. When challenged they refused to compensate me, saying that was their process but they would offer a special discount next time.
The next time, in Sept, it wasn’t clear if there was a discount. But we booked for 3 weeks. After three days we received a message to take the car for servicing. We challenged that, offered to let them collect the car and leave us a replacement, or compensate us for that day. They insisted, said there was no process for compensation, but that I could sit and have coffee while I waited, as if that was adequate. There was no way I was giving up half a day of my holiday time to do that - they should not have rented out a car so close to its scheduled service. They kept calling and hassling me to take the car for service, causing considerable stress and ruining my holiday. I had had enough and said I would take the car back to them and get a refund on the remaining time. They said if I did that they would charge me an extra 90USD as the rate was higher for a shorter duration. Strange that they were going to change the rate for that but refused when I extended my previous rental. As it turned out when we checked, there was still about 700km to go before the service was due and we were not going to do that many, so we kept the car and did not take it for service, telling the dealer of our intention and getting the ok. On returning the vehicle at the end of the rental, we had an argument about ‘water marks’ on the back seat, being accused of causing them. That was until we reminded the guy that he had described the marks himself when we picked the car up and had told us they were caused by the previous renters. As a regular global customer of Hertz the customer service and/or policies at this location were shockingly poor and I will not be using them again.

Extremely unprofessional and aggressive behaviour from Hertz staff at Brindisi Airport.

We had just received our minivan from Drivalia after a number of problems with our booking. The vehicle was parked in a very inconvenient position, and since we were travelling with small children, luggage and child seats, we asked a Drivalia employee to move the minivan so that we could safely get everyone into the car.

The Drivalia employee moved the minivan into what turned out to be a Hertz parking space. This was our first time at Brindisi Airport, so obviously we had no idea that the space belonged to Hertz. We simply went where the Drivalia employee had parked our vehicle.

Shortly afterwards, a Hertz employee, a man who appeared to be in his 50s, approached us in a car. While manoeuvring around us, he came uncomfortably close to hitting us several times.

When we asked him what he was doing, he angrily told us that we were in a Hertz parking space and had to move immediately.

At that exact moment, the Drivalia employee was standing there helping us with a child seat, so I explained that Drivalia had moved the vehicle there and told the Hertz employee that he needed to discuss the parking issue with the Drivalia employee – not with us.

Instead of doing that, he continued shouting at us and insisting that it was our fault.

Unfortunately, the Drivalia employee then quietly disappeared from the situation, and the Hertz employee became increasingly angry and aggressive towards us. The situation became so unnecessarily hostile that it almost turned into a confrontation.

Eventually, the Hertz employee walked away while continuing to shout insults and swear at us in Italian, including what sounded like “vaffanculo.”

This was an absolutely ridiculous way to treat customers and visitors at the airport, especially a family travelling with small children.

We did not choose the parking space. We did not move the vehicle there. A Drivalia employee did. If Hertz had an issue with where the vehicle was parked, that discussion should have been between Hertz and Drivalia.

There was absolutely no reason to shout at us, blame us for something we did not do, behave aggressively around our family, and then walk away shouting insults.

Completely unacceptable and extremely unprofessional behaviour from a Hertz employee.

Hired a car from Hertz in Naples Italy through booking.com from the 2nd to the 7th of September. Had my insurance done through booking.com but when I got to the Hertz counter in the airport I was told I needed to buy more insurance, booking.com insurance was not enough. So I did. When I went to pick up the car I noticed a large mark on the bonnet, so I took a photo of it.
The problems started when I left the car back. First I was issued a invoice in Italian which I could not follow, I asked Hertz to furnish me with a invoice in English to no avail, nothing. Next I got a bill for the damage on the bonnet, so I sent them the photo I took of the car in its parking bay with a date and time stamp on it. I got a reply saying their "experts" would look into it. As of this moment I have heard nothing back. So take my advice and stay well clear of Hertz Naples, big company with no credibility.

Worst car rental experience of my life.
Our Hertz rental car suffered an electrical breakdown in Germany, leaving us stranded for around four hours, with our belongings locked inside the vehicle.
After this, Hertz charged us €471.06 for a scratch that we dispute having caused. We have provided photographs to support our case.
But what has made the whole experience particularly unacceptable is Hertz’s extremely poor customer service. Resolving even the simplest issue has required endless emails and repeated explanations. Documents were difficult to obtain, responses were slow or failed to address the questions raised, and different issues have dragged on for weeks. Lack of transparency and accountability.
I have rented cars in Europe, Asia, Africa and South America and have never experienced anything comparable. Very disappointing service from Hertz Germany, both during the rental and afterwards.

DO NOT USE HERTZ ITALY. I have called and emailed several times and had no response! They do not care about customer service! I paid around EUR 800 for a rental only to be told at the desk that my UAE license required an international driving license. This is despite me renting from Bologna airport Hertz with the same license. It turns out it is totally at the discretion of the of the rental company as after zero help from the Hertz staff I managed to secure a car from Sixt, the desk just next door. There was ZERO warning or notice about this at the time of booking. I have requested a refund and received zero response. Honestly disgraceful customer service, this would have been the second time in 2 months to use Hertz but I will no longer be a customer after this experience.

1 star, and only because Trustpilot doesn't let me give zero.

We booked a 9-seater from Hertz Bergamo Airport for a group of nine, including a blind passenger and elderly family members with mobility difficulties — both made clear to staff at the counter. What we actually got was a filthy, already-damaged Fiat Ulysse instead of the Renault Espace we'd booked, with no roadside assistance information anywhere in it — no paperwork, nothing on the keyring, and (we checked) no spare tyre either.

Two days later, the front tyre blew out in the middle of Verona, in traffic. We rang Hertz Bergamo and got a staff member named Cristina, whose English wasn't functional enough to communicate with us, who read out two different phone numbers for roadside assistance — both wrong, both missing a digit, despite repeating them to us more than once. When we explained we had elderly and disabled passengers with no food, water, or toilet access, her exact response was "sorry, I have other work to do," and she hung up on us.

We sat at the roadside — hazard lights on, warning triangle out, on a main road — for three and a half to four hours. A recovery truck was apparently sent at one point and somehow failed to spot a 9-seater van with its hazards flashing next to a giant red triangle, and just left. It took sixteen hours from breakdown to actual recovery. In that time we paid out of our own pocket for a restaurant to shelter elderly and disabled family members, emergency overnight accommodation for nine people, taxis, food delivery, and eventually a bus to the airport.

The next morning, staff at the Verona city branch initially refused to help at all, and only reluctantly agreed — muttering in Italian under their breath the whole time — once they saw how distressed we were. The single decent moment in this entire ordeal was a member of staff named Vladut at Verona Airport, who was genuinely professional and kind. Everyone else should be embarrassed.

We sent a full written complaint with photo and receipt evidence over a week ago. Total silence — not even an acknowledgement. Meanwhile, the money originally held on our card quietly disappeared with zero explanation, and this morning a brand new, different charge of £576.02 landed on the same card — again with no invoice, no breakdown, no communication of any kind. We have no idea what we're actually being billed for, because nobody at Hertz will tell us.

If you have any other choice — and especially if you're travelling with anyone elderly, disabled, or who simply expects basic human decency — go somewhere else.

It was very hard to understand their customer service who gave us wrong information, wrong prices and no time to understand what we were buying.
We bought insurance and then we were met with the information that we had no insurance what so ever, and we had to buy extra. Later we understood that we in fact did have insurance but of course the customer service wanted to scam us and make us buy more...
Also he gave us wrong price information twice which made it impossible to make any decision.
Also to rent a car for 150 Euro to then find out that insurance (that you don't need) cost 400 euro is a real scam price model.
They force people to make quick decisions by stressing them, make them feel unsecure and giv out wrong information. Don't ever use this company.

I have a puncture with the car I rented yesterday. It is impossible to arrange assistance. There was a lady that tried but no success. Such a big company but they are unable to organise this. Don’t know what to do anymore.
It as a shame!!!

I am really disappointed with my experience with Hertz Feltham branch. I have rented cars from local rental companies before and never had any problem with the deposit or returning the car, but with Hertz I have lost a lot of money and I feel I have been treated unfairly.
When I collected the Polestar 2, there were already dents and marks on the car. I took photos and videos of the car to prove the condition when I received it. When I returned the car, I parked it outside the branch and handed the keys to the staff. Before leaving, I also took photos of the car.
After I had handed the car back, one of the staff members came and checked the front windscreen and told me there were some small marks/bits on the screen. I had already checked the car before parking it and everything was fine as far as I could see. I completely disagree that I caused this damage.i think when I give the keys in 2 min may be they do something at that time
I showed the staff the photos and videos proving that there was already damage on the car when I collected it, but they did not properly accept or consider my evidence. I was then charged around £350 for the damage, which I strongly dispute.
I was also charged a £20 administration fee for the penalty/ticket. What makes the situation worse is that Hertz contacted me about the penalty almost one month later. By the time I received the information, the penalty had already increased/doubled. I don't think it is fair for me to pay extra money because Hertz took so long to tell me about it.
For only around two weeks of renting the Polestar 2, I ended up losing around £1,000. I am a minicab driver and I only worked around 10 days with the car. I work hard and hardly make much money after paying the rental and other expenses. In the end, most of the money I earned went towards the rental, the £350 damage charge and the penalty-related charges.
This has caused me a lot of financial stress and I feel I have been unfairly blamed for damage that I did not cause.

The muppets at Hertz Malpensa billed me nearly 600 euros for scratches that were already on the car when they gave it to me (and I imagine they've tried the same trick on the same car with multiple people given how quickly they tried to charge me).

I know they were already there because my partner and I photographed them before we drove off. Same scratches, same spots as the ones in Hertz's own damage report.

The report landed in my inbox about 20 minutes after I dropped the keys. Nobody spoke to me. Nobody showed me anything. It still says "Customer has accepted responsibility" above a signature box that just reads "Key Drop". Their damage photos are timestamped before I'd even returned the car which is utterly ridiculous.

I sent a formal dispute with my photos the same day. No response and still charged.

Chargeback raised and complaints going in. But if you're renting from Hertz at Malpensa: photograph every panel before you leave the lot, photograph the dashboard when you return, and don't hand over the keys without someone signing off the car in front of you. Two minutes of photos is the only reason I have any comeback at all.

One star - only because I can't give less. Avoid.

Hertz Malpensa Airport. They are charging for damage that was already there. We were even told about this previous damage when picking up the car. Be careful and take extra photos yourself.

The flight to Rome took less time than the collection of the pre booked car! Staff could not be bothered and treated customers as a pain. Made the mistake of thinking we had used a reputable firm but badly let down.

Terrible customer service and unethical employees. They will try to upsell you and not fully explain the charges. Upon returning the car, they told me to just drop the keys and later charged me for preexisting damages. I went back after receiving the I charge and showed them pictures. They said they would remove the charge and never did. Terrible!!!

I have never experienced such poor customer service from a car rental company.

I arrived at the Thrifty desk at around 10:30 PM because my flight had been delayed. I told the employee that I had a car reserved. Without even checking the computer properly, he immediately told me that there was no reservation under my name.

I gave him my name and explained that I had booked through Booking.com

Instead of trying to help, the employee immediately became confrontational and started complaining about customers who book through third-party websites. His attitude was basically:

"You people book through third parties to save money and then come here expecting us to give you a car!"

I tried to remain calm and simply asked whether the desk was supposed to be open until midnight, as I had a valid reservation for that day. His response was incredibly rude:

"Why should we work 24 hours for you?"

I explained again that I had booked a Thrifty vehicle. At that point he told me that he worked for Hertz, then said that Hertz and Thrifty were all part of the same company. His explanation was confusing and, more importantly, completely unhelpful.

Thankfully, my wife intervened and tried to calm the situation. She politely apologised and simply asked whether there was any way they could find a solution.

Suddenly, after apparently moving some papers around and checking the system again, the employee magically found my reservation.

I provided my documents and credit card, and he then told me that they had a larger vehicle available instead of the one I had originally booked.

While all this was happening, I checked the Booking.com terms myself and found that the reservation was explicitly stated to be available until 11:59 PM on the day of the booking. I decided not to show this to the employee because, at that point, I simply wanted to get the car and leave rather than continue arguing with someone who clearly had no interest in helping a customer.

Unfortunately, the problems did not end there.

The car provided was a Peugeot 3008 1.2 automatic, registration GZ708SC, and it was an absolute nightmare throughout the trip.

After only three days, I started having problems with the remote key. I initially thought it was simply the battery, so I spent €5 buying a new one. It made no difference. The problem happened repeatedly, and several times the car would not lock or unlock using the remote, forcing me to use the physical key.

Even worse, on another day at around 1:00 PM, the car simply refused to start. I have no idea whether the extreme heat had anything to do with it, but the vehicle would not start at all. I was eventually forced to wait until around 7:00 PM before I could use the car again.

On several other occasions, the vehicle displayed engine error/warning messages, forcing me to stop and check what was happening.

I had taken photos and videos of the car when I collected it, so I have documentation of its condition.

A rental car should be reliable and safe. This vehicle was neither. Having a car that repeatedly refuses to start, displays engine warnings and has malfunctioning locks is completely unacceptable, especially when you are travelling with your family.

As for the employee at the desk, unfortunately I do not remember his name. However, I am certain Thrifty can identify who was working at the desk at approximately 10:30 PM that evening. I remember that he was a thin man wearing glasses.

The entire experience was unacceptable, from the moment I arrived at the desk until the moment I returned the vehicle.

Thrifty needs to seriously review both its customer service and its vehicle maintenance procedures.

I would strongly advise anyone booking with Thrifty to think twice. A cheap rental is absolutely not worth this kind of experience.

I have rented af car through Hertz in Milano Malpensa Airport. On day 8 we are stranded in the middle of nowhere. The car says it is the battery and we have tried to call road assistance but only gets to talk to Robots it has now been 2,5 h and it is 35 C outside, no aircon no answer. It is the WORST service I have ever gotten in my life

Really don't like to leave negative reviews but to be charged for late return despite returning car 15 minutes earlier than booked is really annoying. Sure they released the car earlier than booked (I didn't ask them to). So when you book one day 10am to 10am and return 0945, it's my problem that they gave me the keys 30 mins earlier than requested at 0930? Huge fine for return 15 minutes early? Bad. Avoid.