The Hertz Corporation Reviews 

We got a van from them 1st Dec 23, during the hire the handbrake failed. The biggest mistake we made was telling them about it, they are holding £1200 deposit from our card and have been investigating, escalating and basically having no decency to return our money! Every time we call theres a different story, its like they have a little book of lies and when you ask for a manager there are none available! Absolutely shocking!
I have also been hung up on countless times.

I had made a booking which was cancelled the afternoon prior to collection with no explanation. The van had been booked to undertake a substantial job which had been planned over several weeks with other bookings dependant on the van hire, terrible service I will not use again.

Van broke down 2 hours into 3 hour rental. Called hertz, they said 2 hours 45 approx for breakdown service. Explained I couldn’t wait that long and would need to get taxi back to collection point for my car. Paid 23 pounds for taxi. Emailed hertz a few times. Surprise surprise! Being ignored. Looks like they’ll need a trip to court for a little customer service refocusing:/

I booked a van a month in advance from the Cambridge branch. Just 15 minutes before I was due to collect van I had a text to say that the van was no longer available and that the customer service team were working to find a replacement. 10 minutes after I was due to collect van I had another text to say the van was unavailable and asked me to ring customer services. Rang that number only to be told no vans available anywhere in Cambridge area and only suggestion was to go to Ikea as they hire them. Nearest Ikea about 50 miles away. Then to rub salt into the wound I had an email to tell me that as I had cancelled with not enough notice I would be charged a full days rental.
I checked my bank account which showed a pending payment to Hertz for double the amount I was expecting to pay for the van. Rang Hertz who said the payment was automatic due to the cancellation, but in the circumstances they wouldn't actually take the money from the bank. It to a week for Hertz to release the money back to my account.
At no time have Hertz apologised for this appalling service.
One star given as I have to give a star to be able to write the review, giving no stars not an option.

Cancelled booking 7 minutes before I was meant to pick it up on a Sunday. On my way to the pickup location having pre booked the van in advanced. Get an email saying that it’s been cancelled, ask and my account has been suspended.

Would strongly recommend not using this company. Customer support were less than helpful.

Defective vehicle, both rear lamp clusters smashed so illegal to drive.
Overcharged for early return.
Warning message about servicing on dashboard.

Terrible customer service, when I questioned the above, they lied about my acceptance of the vehicle, saying I 'Insisted' I took it when in fact I was very reluctant to do so.

Just to update this, the response I got was automated and said I would get a reply within 3 days.

A week later and no response, absolutely useless.
AVOID.

AVOID AT ALL COSTS!

Cancelled my booking 4 minutes before I had meant to pick up van. Was physically looking at the van I had booked when they messaged to say it was unavailable. Phoned for support and was given a number to TEXT! No reply, email 30 minutes later with a number to call but was already headed on my 20 mile journey home. Person I spoke to was abrupt and unhelpful.

First time using Hertz for short-term car rental. Won't be doing that again and don't plan on using for car hire anymore either.

They’re basically trying to run a hire company with no fixed costs. If anything goes wrong you end up speaking to some clueless person who’s working from their bedroom and has as much insight into how the company should work as you do.

Suspended the account due to an out dated driving licence, but for over a year I have not been able to get a response from anyone.
Earlier this month I was charged the £5 fee, still unable to use the service, and then my account was deactivated by someone on their team.

I've finally manged to speak to someone regarding the issue but this has proven to be a waste of time.

I used to highly rate Hertz24/7 and had many people join up due to the ease of use - but it seems in the last year or two something major has changed.

I have been registered for its Hertz247 for many years. The principle of this service is fantastic. They have updated the app which is a good thing. The vehicle was good and used as required. No fuelcard present and damage on the vehicle was not marked on the check sheet so reported asap. I received a callback and was asked to check the whole vehicle. The earlier days of this service they provided a card holder on the sun visor, this doesn’t seem to be the case anymore, however no fuel card. I reported the damage add call complete.

At the end of the journey I locked and disconnected via the app but unable to end booking. I called the first person was on the phone to someone else so presume homeworking. After 5 minutes call disconnected. Called again, to request end session and that I can’t park in the allocated spot. I advised I have parked in the same space I picked up the vehicle. I was asked can’t i park closure? It’s a car park in the middle of B&Q. Look at your trackers all three vans in the same location!

Customer service is something that needs improving, standards have gone down since my last session. If this is how they want to run, I’ll use traditional methods or use Enterprise Car Club that does the same including vans.

Got charged 80 pound twice then 40 pound and then 98 for but yet they only ment to charge me originally 220 for 24hours... that's not 220 such a rip off DO NOT USE THIS COMPANY THERE A FRAUD!!!

Went to move home after booking the van.
My partners mom was doing a favour driving the van and I would pay for it.
There was no guidance or prompt to make it clear this wasn’t possible, CS service was rude and said it was clear, by clear they mean buried in their terms and conditions.

Also the van’s condition is terrible, I’d imagine they would want to charge horrific charges on return.

Wouldn’t bother with this company if looking to save some £, pay a little extra for the removal of the hassle.

Hey yall,

First of let me say i have used this service for many years, no issues, straight forward and convenient BUT the second something goes wrong you are out of luck.

The last time i booked a van I was unable to attend my booking due to an accident in my town which sent a teenage boy to the nearest hospital via a helicopter (i was not involved). Due to where the accident occurred and the time it happened the traffic had caused grid lock in the area and i was unable to get through it to access my booking. When i contacted customer services (they do exist… somewhere) they said “we checked your account and you were charged correctly”, even after explaining to the unfeeling faceless corporation what happened they refused to refund me.

The funny thing is if they were a little more sympathetic in their wording of the email i’d of just written it off as bad luck, but the vibe i got was: f you, got mine.

When it works it works well, just don’t expect a human response from the greedy corporation.

Register and booked my van. No issue there.

Didn't receive email confirmation but thought nothing of it at the time, and anyway I could see confirmation on the reservation section of their website.

Went back in a day later (needed to cancel). Now cannot login, can't reset password or confirm username, no emails being sent....

No problem. contacted support via email, and now that's when everything stopped. Tried SMS (only option after finding a number online...) nothing.

It simply cannot find anyone to talk to. There is no customer service....

Tried to hire a van to move stuff over the weekend, followed every step in the app including uploading driver license and taking a selfie and typing in all my personal information. They sent and email saying booking is confirmed.
On the next day they sent me an email saying my license information has been changed (it was not me) and they can't verify my identity and cancelled my booking right before the hire. There is no customer service that can help and the only way they offer is to write to their office.

Of course they have charged me already, and they double-charge me too. If it works it works but if it doesn't, they will just leave you in a helpless situation.

If I could give this company 0 stars I would without hesitation.

I only tried it because Costco (a very good company) has relations with Herts. I booked a vehicle to use for my items but never received the pin. Waited for nearly 2 hours for a customer service agent to pick up the phone and tell me they couldn’t do anything -they didn’t offer any alternative vehicles. Then I booked another car at a different location and this time I received the pin but I couldn’t even drive the car anywhere because there were no clear instructions on how to disable the immobiliser (it doesn’t say on their videos -their videos are very general- and there was no instructions about it inside the van). I ended the session less than 15 minutes in because i desperately had to find another form of transportation. While I was in the Hertz rental van I asked for the customer service to call me so I could ask how to disable the immobiliser however they called almost 2 hours later, once I had already left. Even though I didn’t move the car I’ve still been charged £28!! I even told my complaint to Hertz and they said they can’t refund me. That is wrong.

It was my first and most definitely my last time using Hertz rentals. Hertz customer service is pitiful

Downloaded the app and booked a van, which was confirmed. Less than 15 minutes later a message came through saying booking cancelled, did not meet criteria. Called them and told that my name and address did not appear on electoral register. What a joke, how dare they !! I have lived at my current address for the past 28 years and have been on the electoral register all that time. Absolutely Fuming. Don't waste your time.

This was my first time using Hertz Van Rental and it was an awful experience. Using the van and driving the van was simple and actually quite fun. But dealing with Hertz and their customer service was a nightmare.

Before starting the journey, I noticed that there was additional damage which had not been reported. So I clicked the relevant option on the app and waited for a call back. I received a call 30 minutes later. The lady had a strong Nigerian accent; she couldn't understand what I was saying and I couldn't understand her. I was on the call with her for over 20 minutes trying to explain myself.

The Hertz app was quite glitchy in the afternoon and would not unlock the van; it kept saying to come closer to the van, even though I was standing right next to it! This happened on at least 3 occasions and wasted time.

Towards the end of the hire period, I made the mistake of filling up at BP. As it was an extremely busy day with moving, I overlooked the instructions that it was a Shell card and could only be used at certain places.

I was 22 minutes late in returning the vehicle. I rang customer services straight after and they said that I was still using the van, even though I clicked on "End Hire" on the app. I then explained that it was unfair that I was on the phone for over 20 minutes to report damage that the previous person hadn't reported. Also, I filled up at the wrong petrol station. The customer service person (again with a Nigerian accent) was not interested and simply said to email them.

I sent an email with these details, explaining that the 20 minute call was unfair and that filling up at the wrong petrol station was a genuine mistake. I received a reply the next day to say that I would have to pay £18 for going over up to an hour and the amount I paid for Diesel would NOT be refunded, and worse still, I would have to pay at £15 charge for not following the correct procedure.

What a nightmare! I replied to argue my case and I recieved a reply that "At this stage, we are unable to proceed with the request any further".

This is terrible customer service. It seems they find any way add on additional charges.

I will definitely not be using them again and would NOT RECOMMEND them to anyone!

HIRED A VAN FROM HERTZ, THEY TOOK, WITHOUT TELLING ME, MONEY FROM MY DEBIT CARD, I TRIED TO EXTEND THE HIRE PERIOD ON THE APP 3TIMES, YET WOULDNT WORK, RECIEVED A CALL WHILST DRIVING VAN ON MOTORWAY FROM AN IRISH GUY WHO TOLD ME I HAD TO PAY AN AMOUNT OF MONEY (DEPOSIT) THAT I DIDNT HAVE DUE TO HERTZ TAKING MONEY EARLIER, HE SAID IF I DIDNT PAY HE WAS GOING TO LOCK ME OUT OF THE VAN.... I TRIED TO EXPLAIN THAT THEY HAD TOOK MONEY EARLIER THAT DAY, AS RESULT I COULD PAY THE HIRE CHARGE NO PROBLEM, YET NOT THE HUNDRED DEPOSIT AS THEY HAD TOOK IT. HE SAID HE WASNT INTERESTED. I GOT TO MY DESTINATION, AND WAS PREPARING TO TRAVEL HOME AND RETURN THE VAN , HOWEVER I RECEIVED A CALL FROM AN IRIDH LADY WHO LAUGHED , AND TOLD ME SHE HAD DISCONNECTED THE POWER TO THE VEHICLE, THAT I HAD TO GET OUT AND THAT I WOULD BE CHARGED FOR RECOVERY OF THE VAN. I WAS 128 MILES FROM HOME. I AM IN RECEIPT OF BENEFITS AND HAD SAVED TO HIRE THE VAN. WHEN THEY TOOK MY MONEY EARLIER THAT DAY FOR NO REASON (THEY SAID THEY WERE TAKING A POUND AS IT WAS A NEW PAYMENT METHOD) IT ONLY LEFT ENOUGH IN MY BANK TO PAY FOR A DAYS HIRE AND MAYBE 40 OR 50 POUNDS ABOVE. THEY LEFT ME STRANDED IN LANCASHIRE, THEN ON FRIDAY MY BENEFIT PAYMENT WENT IN TO MY BANK AND HERTZ HAD TOOK IT ALL. 240 POUNDS... IN 6 SEPERATE TRANSACTIONS OF 40 EACH. IT COST ME OVER 300 POUNDS TO GET HOME THE FOLLOWING DAY( A KIND FRIEND LOANED ME THE MONEY TO STAY IN A HOTEL ON THURSDAY EVENING AND I GOT THE TRAIN HOME THE NEXT DAY.. I RANG HERTZ AND THEY SAID THEY COULDNT HELP AS I HAD BROKE TERMS OF HIRE.
IM PLEASED I DIDNT HAVE A CHILD AND WIFE WITH ME.. BEWARE OF THESE BULLY THUGS , THEY HAVE NO MORALS...

Absolutely awful, customer service is non existent. Apparently passing the security check is impossible and I wish I never signed up. Haven't received my money back either and wasn't informed about the cancellation until an hour before my rental was supposed to start.