Hertz Reviews 

Reserved a GMC Yukon "or similar" class because I specifically needed the premium space, passenger legroom, and cargo capacity of a modern full-size SUV. When I arrived, Hertz tried to assign me an older Nissan Armada—a vehicle with significantly less third-row legroom and cargo space behind the seats than a Yukon.

When I pointed out that this wasn't an equivalent substitute for a Yukon class booking, the front desk agent used it as an opportunity to upsell me. I was forced to pay an additional "upgrade" fee just to get into a Jeep Wagoneer—a vehicle that actually matches the size and class of what I originally reserved.

Incredibly disappointing customer service. Giving a customer a clear downgrade just to leverage an upgrade fee for an actual equivalent is unacceptable. Check your vehicle classifications before accepting a car here.

I reserved a specific class of vehicle, midsize SUV. I was then “upgraded” to the presidential circle without my consent, so instead of being assigned my reserved vehicle, I was allowed to take any vehicle in the designated area, but only sedans were available.

Furthermore, only a single person was helping customers, so I would have had to wait in a very long line to get any resolution on this, since no one was at the gold support desk, so I just accepted the sedan. This was hugely disappointing to me, is the second time something like this has happened to me, and unless I receive compensation for not getting the car I reserved, I will not be renting with hertz in the future

I am extremely disappointed with my recent experience with Hertz. I rented an SUV for my wedding trip to Las Vegas. Weeks before my trip, I called Hertz specifically because I was concerned about whether three suitcases would fit. I explained that I would be traveling with my wife, our children, and three suitcases. The representative assured me that the vehicle I reserved would be large enough.

When we arrived, it quickly became clear that the luggage would not fit as promised. After spending a significant amount of time trying to make everything fit, we discovered that the seat belt in the vehicle would not properly secure our child’s car seat. We then had to unpack everything while my wife, children, and I stood in over 100-degree heat in the parking garage.

Hertz switched us to another vehicle, but unfortunately, we ran into the exact same issue—the seat belt in the second vehicle also would not properly secure the car seat. At that point, a family member had to drive to Target and purchase an entirely new car seat. I was charged for the original car seat rental but couldn’t even use it. I was so frustrated and exhausted by the situation that I didn’t even have the energy to go back inside to dispute the charge.

This was supposed to be the start of one of the most important trips of my life—my wedding—and instead it became an incredibly stressful experience. Despite all of the inconvenience, wasted time, and additional expense, Hertz offered no compensation or acknowledgment of what we went through.

While waiting, I also noticed several other customers upset and arguing with employees, which made it clear that my experience was not an isolated incident.

I expected much better customer service and much better preparation from a company like Hertz. I hope Hertz takes this feedback seriously so other families don’t have to experience the same frustration on what should be a special trip.

Whenever, in need to rent with Hertz my experience always be a pleasure at the Miami Garden 441 location. The staff members are happy to assist and making sure everything goes well at the time of rent and returning. Those Guys are the best they always goes the extra miles to make sure, I’m satisfied and happy.

Very expensive fee when the car is not dropped at the pick-up location
Even being a President's Circle Member I didn't get an upgrade

Attention and answering all questions is great. Car was well maintained and handled well. Price was GREAT!

The vehicle was clean. The staff was friendly. Good price.

SCUMBAGS FROM THE START. Reserved car, ubered to airport. Car not available as per the smug employee BUT, "I can upgrade you". Great. Oh wait, "but I AM RESPONSIBLE FOR UPGRADE". NO IM NOT. Employee says, "Take it or leave it", and hands me my credit card and drivers license back. Well, at this point im stuck. SECOND TIME AT A HERTZ THIS WAS DONE TO ME. Then he brings car out with "95% full" and says "dont worry". Well, fill up tank, return car with FULL TANK and guess what? Another $13 for one gallon gas. You stupid idiots, read YOUR RENTAL AGREEMENT. SAYS 95%. Wasted 30 minutes on phone to finally get my refund by PROVING with time stamped photos that HERTZ IS A CRAP.COMPANY WITH CRAP EMPLOYEES AND GO SUCK A 🍆

Helpfulness of staff! Reserved car in wrong terminal at FRA. Young man changed it for me so I would have to take Sky Train. Thank you!

Car was not ready at pick-up. No time estimate or updates were provided. Waited 2 hours for a sedan. No part of the “24 hour customer service” was available; online links in both web browser and app did not help, chat bot only redirected customer to the inoperable links/could not put customer in touch with a live agent. Customer called desk at drop-off location as many as 15 times over a 24-hour period and did not reach an agent once. The car was great, the price was reasonable, the service was poor.

Super easy -- although we got lucky and got the last available SUV, which is what we had reserved. Not sure what would have happened if someone else grabbed it. They were very low on cars that day.

Ease of picking up vehicle. Assistance received setting up navigation. Upon returning vehicle was offered assistance in getting an UBER to our next destination. All helpful when you are visiting another country and don't speak the language.
All employees were great!

When we arrived our reservation was not ready, I was told to step aside and they would let me know when it was ready, the gentlemen did not know when it would be ready. After about 30 minutes, I was told there was no car on the lot that matched my reservation. When I finally got a car, there were issues at the gate, it took us 30 minutes just to get out the gate.

Love the staff & location. I rent here often and they’re courteous, prompt, and consistent.

The female associate told me she would “process the return and send me a receipt.” Naively knowing the larger than requested vehicle, that was initially set to Sport mode, was over full on fuel and in excellent condition, I believed her. Thankfully I have proof of my BP fuel charge and upon starting the vehicle immediately placed it into ECO mode since gas prices are so high WA state. She must have figured people just expect high prices or that I was too busy or dumb to notice the overcharge. I presume that is a way the site makes money or she is skimming off the top.

This team always takes care of me but on this particular occasion they found me a luxurious Infiniti SUV upgrade that provided the perfect solution for my family vacation. I always use these guys. I trust them with my rental needs.

April was great! I forgot my phone in the returned rental and she was very patient and helpful in helping me retrieve it. Thank you April!!