The Hertz Corporation Reviews 

I booked a van 3 weeks in advance and provided all the necessary photos. My booking was confirmed. 10 minutes before the pick-up time, when I was already at the pick-up location I got a text message saying that my booking was pending as my selfie photo was not accepted. It looked like they were sleeping for 3 weeks and they realised this issue only 10 mins before pick up time. As time was crucial, this message messed up my day. After I resent the photo, I tried to call them to speed up the process. They needed 12 minutes to pick the phone and they needed more than 30 mins to approve the selfie photo, confirm my booking and send the code to open the door. Of course this delayed everything, and therefore I returned the van later than the original drop off time. After I returned the van, I got the invoice which shows that I was charged for overtime. Absolute rubbish and careless service. I will never book with Hertz 24/7 again.

Avoid this company. Simple. Its much easier to rent using other companies for peace of mind and for the level of service you pay for.

In summary, during my booking the van locking mechanism stopped working and left me and my wife stranded for several hours at the services. Due to this we had incurred extreme inconvenience and cost which Hertz were made aware of.

These things happen, but I never expected the unacceptable service which I face in getting this matter resolved.

I had no response to my complaint regarding the above for a whole month at which point I got an automated email stating they have logged the case - just a way to buy time really. I'll probably get another automated email following this review stating they will look into it - a load of nonsense!

To make matters worse, I received a parking fine from the service station due to overstaying the car park time limit as a result of the van breaking down. I called Hertz to discuss this and was told it would be dealt with and I would be updated. Hertz are 100% liable for this as we would not have overstayed if the van did not break down. I have now been charged an admin fee from Hertz of £42 to deal with this fine despite it not being my fault as Hertz own system failed. How can a customer be charged from the company to deal with a consequence of their own Hertz van failing!!?? They were quick to take this payment but not to help me.

I have made several phone calls on this issue with the call handler stating they will escalate to the ‘relevant team’ and no one has updated or got back in touch. See timeline below:

05/03/2022 – this was to get the matter resolved on the day of the booking.
30/03/2022 – this was to understand why I had not received any responses to my complaint or emails asking for updates. I also raised the issue that I had received a parking fine. The call handler could not see that previous emails had been linked to my case and stated she would escalate to her manager, and they would respond to me the same day or the next day via phone call.
04/04/2022 – I am still awaiting to hear back but no update. 40 minutes later I receive an email stating that my complaint has been received an allocated.
13/04/2022 – I receive an email stating I face an admin fee and £42 is withdrawn from my account. This is despite not having received no updates on the parking fine from this ‘team’ that are dealing with my case but are happy to take money out of my account. Again, the call handler states they do not know who is dealing with my case and are escalating to the ‘team’. I also requested to be contacted and updated on this matter via phone call as previous call handlers have stated this, but nothing has occurred from it.

So as you can see, almost 2 months after my booking I am left feeling frustrated and out of pocket. Looks like I will be taking them to trading standards soon as they clearly don't care about the customer.

Back to my original statement and what other reviewers are stating, just avoid them as its not worth it and go with a alternative instead who offer the same product at competitive prices but with the customer service we all have the right to expect when paying our money to use this service.

Hertz - don't respond with a generic response that you will deal with it because I have had enough of this merry-go-round.

I hope this review helps!

I registered for the service, downloaded the app and booked a van. Took a long time, but job done I thought... But then I later got an email saying my application to join had been rejected (reason not specified - just a brief reference to an identity check) and that Hertz had cancelled my booking. I have been a Hertz Gold customer for over a decade. I have a clean UK licence (>20years, no points), good credit history. Nonetheless, the email said I had to write to them (not email, not call, WRITE!! As was popular last century). The email didn’t say what I was supposed to put in my letter, and they wouldn’t disclose any details on the customer service phone line either. Perhaps a lock of hair? A tooth? Needless to say I won’t be able to hire a van this week as planned. Joined Enterprise car club instead (they have vans and more convenient locations).

Beware ! No fuel card in the van and under the quarter of a tank when I picked it up! Called in and was asked to top up myself and send the receipt over for a refund! And to make sure it’s over quarter of a tank when I return…..Numerous emails to them with the receipt attached and no reply will not speak to you on the phone as everything is via emails that they just ignore……shocking service, vans serve the purpose however they are not looked after. I’ll not be using them again and will hire a van elsewhere in the future. What I thought was a convenient way to hire a van for a couple of hours has turned out to be expensive (as I’ve seen no refund of the extra fuel I put due to no fuel card being present.

Hired a van unfit to be on the road, more hits than the Beatles struggled to close the back door. Then went to fuel it and was told it had been involved in a fuel drive off, called t the helpline to be told to pay for the fuel and claim it back. Complained and have heard nothing back. AVOID!!!

Paid £15 for 1 hour, great right?
Wrong, returned the vehicle 8 mins late (as it kept locking me out). So got charged ANOTHER £15.
Vehicle was returned at 10pm so noone waiting.
Took 2 months to get a response.
Very petty, for the sake of £15 I will never use them again.

Used one of their van by the hour a few years and was great however this time they asked again for my driving license which I sent across the photos as required. A few days later they text me saying it's been rejected and that I would receive an email with an explanation. (10 days on, I'm still waiting). Puzzling as to why they rejected this when I previously rented with them and have accounts with all the others such as Avis, Enterprise, Sixt. etc..
I tried to contact their support (email available only, no telephone numbers to contact them). But no response.
Their portal does not allow me to remove my credit card, not even cancel my membership (as you might have guessed), without emailing their support team.
Thankfully my credit card supplier will be refunding their annual membership fee.
Pretty surprising from Hertz to be running this so appallingly. Not recommended.

Stole my money, gave me no vechile, 12 days later still no refund, customer service non existent, basically will just steal your money and leave you unable to pay your bills, avoid these crooks

Shocking service from the first point. Booked a van plenty in advance to move house, got to less than 24 hours before the start time and they cancelled it due to mechanical issues. Booked another one father away, got there at 6am to pick it up...no nothing. No van, no text, nothing. Nobody to answer any questions. Finally got a text 45 mins AFTER my booking time to say there was another issue. Finally got through to speak to someone at nearly 8am (after standing round for nearly 2 hours) for them to tell me there was no alternative vehicles available and it would be cancelled again. Beyond hopeless, now I'm down £600 in deposits for vans I never got...just hoping it comes back soon enough. DO NOT USE

Hired a van (twice) last year to help me move out of my house.. first hire went ok, second hire was doomed as there was no fuel card and I knew I'd have to stump up money to return "with a qtr tank"... however I had no choice as I was due out, so I retained the receipt, scanned it and emailed it in to the Hertz contact address... two tickets raised, zero responses... Hertz have basically charged me TWICE for fuel (as they charge as part of the invoice payment at the end of the booking)... only way to contact them is via another webform which just raises yet another ticket that never gets answered.

Total scam... so if you book a van and the fuel card was missing (and yes I checked every nook and cranny in the cab) be very wary of putting more fuel in it for them.

I hired a van at ikea to help me move into my new flat. I was informed 15minutes before my pickup time and did not inform me why. In ikea with all my purchases at checkout with no idea what to do. Was unable to get hold of anyone no help desk and tablet broken. When I got home after being on hold for 40mins I was informed that I had failed security check due to having an irsh driving licence and I was not in my UK residence long enough. Was not informed that I would receive my refund until I finally got hold of an agent.

Poor system set up need to better communication and information.

I've used normal Hertz in the past and it was always good. This organisation appear to be scammers. Rental was arranged but no PIN was ever sent. No one answers phone calls, email cases get a number immediately but no one ever responds. I am trying to get my money back via credit card company.

I don't understand how from the normal Hertz website, you end up dealing with this company who appear to be scammers.

Too long a story to explain fully, but a quick summary: Awful communication (they only communicate via automated emails/texts, and you can't reach them via the phone) and immoral system set-up which doesn't deal with any legitimate issues. We were not given our code to un lock the van for over 2-hours, then told we had our time slot cancelled. We then had to cancel our delivery to one of our customers. Then all of a sudden they sent a code to us, for a time slot that had started 50 minutes ago, so by the time we rushed out and made the delivery and returned the vehicle, we were charged overtime. Plus, they tried to debit a further £30 at the beginning of the slot.
Completely unfair treatment. Any complaint I've made against them hasn't been responded to.

I'm not sure whether this company's negligence is due to a really bad system set-up, or immoral behaviour from staff/ people higher up, who choose to not be accountable for the way their service treats people.

Simply deduct money from card, not transparent with costs. Do yourself a favour and avoid this company at all costs

Scammers - do not use.

So I needed a van for a few hours on a Saturday. My usual local company in Guildford would only give me a van if I hired it for two days which worked out double the cost. So I looked around online and discovered Hertz 24/7.
After a bit of advance (2 days) admin to get registered on the app (scan your license, upload a selfie etc), it was all done, and this means paperwork free hire on all subsequent occasions. Great!
My van was waiting at the booked time in B&Q Guildford car park.

Once you get your head around their security, accessing the vehicle is easy.
The van was quite dinted on several panels but their check sheet reflected this so no big deal, however this is why I knocked a star off as it looked somewhat tatty.
Fuelling was also minimal fuss as you leave it at least 1/4 full, and if it needs it, there's a fuel card supplied (you pay 33p mile to cover all fuel costs).
Now that I'm familiar and comfortable with how Hertz 24/7 works, I'll be using them in preference to my previous company as it worked out a lot cheaper and was accessibly efficient.
Recommended, but read up beforehand how it works out you could be standing outside the vehicle for a while trying to read up!

Absolute joke of a company. Same situation as a lot of people on here. Just wish I had read these reviews before I bothered giving them my money. Hired a van from B&Q in Inverness for 4 hours, because this company and their employees are all incompetent, the van was an absolute mess inside, smelled of cigarette smoke and there was no screen wash. They had to send the AA out to fill up the screen wash as there was a lock on the bonnet and the only key for the van is chained to the inside.

This made me 2 hours late in dropping the van off. Received a parking ticket as a result, sent 6 emails both to Hertz and Hertz24/7, ZERO response. Avoid at all costs, or, it's going to cost you A LOT.

I've written to B&Q and the local council about the these con-artists, so hopefully B&Q drop them and the council kick them out of Inverness.

Hired a van from Crawley B&Q
Left car in car park
Week later got a ticket avoid they are a scam

I recently hired a car in Florida, picked up from Hertz, Ft. Lauderdale Airport Branch.

On pick up I noticed the "Hertz Gold Standard Clean Seal affixed across the driver's door. Unfortunately nothing could be further from this statement. When I opened the car door I got a waft of stale cigarette smoke.

I took the car and drove to my hotel were I was able to inspect the car in proper daylight. The car was filthy, with cigarette ash everywhere with food remnants stuck on the central consul. There was an old receipt in the door storage area, indicating that no attempt what so ever had been made to clean and disinfect the vehicle, appalling in these dangerous times of Covid.

Much worse was to come; I drove to the Keys with my wife, on our return journey I attempted to overtake a truck and as I pulled out to overtake, the car began to lose control and it took all of my 40 years of driving experience to finally bring the car under control and carry on with our journey. Thankfully I managed to avoid a collision with the truck and kept the car on the road surface.

On returning to the hotel I checked the tyres and to my astonishment I found two of the tyres to have zero tread across significant areas of the surfaces.

I then returned the car to the Hertz branch. I asked for the manager (Natalie) to deal with the issue. She was in disbelief that the car was in such a dangerous condition and stated such, although she refused to put this in writing following a phone call to her Regional Manager who prevented her from doing so.

I was holidaying with my Brother-In-Law who had also hired a similar car, the manager had her employee write on his car that it was defective and needed to go for repair.

The manager stated she could not cancel our bookings as it had been made through an agency, but she would give us an SUV to accommodate all four of us as compensation, along with a voucher for $300 for future vehicle hire, although in her words, "it did not take away the fact we had almost died in a car crash"

To date the agency has not refunded our payment for the vehicles which I will comment on in a separate review of Expedia, whose service has been equally deplorable.

On return to the UK I wrote to Hertz advising them of their negligence which almost cost us our lives and those of people in the vicinity of our drive. They responded by saying it was nothing to do with tem and I should contact the branch, seriously!!

I advised that I was contacting them as the branch had failed to support my request for assistance with Expedia, in fact lying that the vehicle was in leu of the two original cars rather than an attempt at an apology for the danger they placed our lives in. This action was unbelievable as much as deplorable, to deal with their clients with such contempt.

I wish I could upload the photos showing the terrible condition of the tyres and the filthy condition of the interior of the vehicle (on its own an unbelievable affront to our wellbeing given our current global Pandemic.)

I did not think it was possible for an organisation/individual to risk the lives of it's customers and to sweep it under the carpet as they have done.

I know you are not all mechanics and should be able to hire a car with confidence that it will not be a risk to your life, but please check every element of future cars you hire, ESPECIALLY from Hertz.

Awful. Ignore all communication from you. Sent 3 emails with complains no response at all. They say email is the only way you can communicate so wasn’t able to call and speak with anyone either.