Hertz Rent A Car

Thoroughly disappointed with the customer service. Rented a car over the weekend, whilst trying to return the car adverse weather effected our journey and we were caught in a snow storm. Despite deteriorating conditions, travel warnings and the slippery driving conditions we attempted to drive on. As said conditions grew worse we contacted the office to notify them of the situation and that we’d potentially be stuck in the storm if we continued to try to return the vehicle and requested some sort of compassion towards our fees as we wouldn’t be able to return the car. We were told that any extra time we had the car we’d be charged for, whether it was due to adverse weather or not. Because of this we attempted again to reach the office but actually got stuck in the snow for half an hour before being pushed up the hill by a truck. At this point it was touch and go as to whether we’d even be able to make it home, let alone return the car. We again contacted Hertz informing them of the situation and were met with the exact same computerized response. The attendant was unable to comment otherwise, only that any extra time we would be charged the full price for and that her manager would be available in the morning to speak with. We insisted that the conditions were unsafe and that it was impossible for us to continue as we kept getting stuck in the snow, we pleaded for some sort of understanding that we’d been forced to keep the car by the storm and would return as soon as physically possible but could not afford excess charges. She gave us the ultimatum that we could either return the car that evening or face additional charges, despite the fact we were students already paying a lot for the rental and with no regard to our safety. We eventually managed to make it home after the assistance of strangers hours later, by this point id been driving for nearly 14 hours straight, several of which in slippery, snowy conditions. As we are students we had obligations with classes etc the next day, after attending our classes we called at the first opportunity to try and resolve something with the manager as we could not afford extra charges. We were then told that the manager was actually on holiday and that it was not possible to avoid any extra charges despite our circumstances. We again pleaded for some sort of reasoning as we were delayed by the weather, she told us that all she could do was honor the weekend rate for the extra day as opposed to a full days rate, which in total would mean a difference of around 30 dollars but an additional 150 dollars in total for the late return. Despite again explaining our situation and her reaching out to another manager, she could not do anything to help us and showed a distinct lack of sympathy dismissing us with a «well that’s just the way it is». She then gave us the ultimatum of returning the car within half an hour or facing an additional days charges! Bearing in mind that we live 40 minutes away from the establishment, we told her that would be impossible on a good day let alone in the bad weather conditions with slippery roads etc. She firmly repeated that there was nothing she could do that was the way it is. So we ended up paying over 200 dollars more than our initial bill after returning the car later than the impossible 30 minute time period given. Distinct lack of assistance across the board from Hertz employees and a really bad attitude in person. Thoroughly disappointed and left hugely out of pocket. NEVER using this awful company again, will use Enterprise next time at least they look after their customers.

I’ve been a Hertz Gold Club member for 30 years. Made a reservation by calling this location directly because my flight was set to arrive at 10:30 pm Saturday and their office closes at 6:00 pm. No problem, Hertz says they will leave the car key at the Airport Security office. Got a confirming email and confirmation number. So I call the Charleston office just before leaving for flight, to remind them about the keys. The clerk says the manager put a «hold» on my reservation because they decided not to leave keys for after hours travelers anymore. I asked why no one called or emailed me with this news. She said Hertz does not make personal calls. I said, so your manager decided it was ok to strand me on the curb at 10:30 at night at a mountaintop airport miles away from anything? She then suggested I rent from a different company. I asked for her manager’s phone number, she recited it for me, and then I pointed out that it was the same number I was calling her on, then she told me she could put me on her manager’s voice mail; so I asked when would the manager get my voice mail. She says «Not until my manager shows up for work on Monday.» I asked «How will that get me a car tonight?» No answer to that one. So I hung up and called Hertz customer service, got cut off midway, had to call again. Both times clearly a foreign call center. No help. In fact, the customer rep claimed she couldn’t cancel my reservation because «Billing» is not open until Monday. So I got on the Internet and cancelled it myself. Hertz does not even deserve a one star — should be a minus 5 star. Being arrested would have been a more pleasant experience!

Ordered a van and when I got there they didn’t have it so I got a big oversize Yukon. It was way to big, sucked gas and was hard to get in and out of. The topper was when I told the agent I didn’t want it she said that’s all she had and that «things happen». The only thing that happened is my looking for another car company next time.