I booked a rental car directly through Hertz. I need to either modify the pickup time given my new flight, or I need to cancel the reservation. I have called over 5 times to speak to someone, not a single human has answered the phone. The automated message directed me to the website /modify, or the app. On both the app and website, there is a section label modify, that asked for a confirmation number, and my last name. Whenever I put these in, I sends me to the “book” section, to put these numbers in again, when I put them in again, I am sent to a screen that asks for my IATA, TACO, or ABTA, as if I am a travel agent. This has occurred every single time I have tried. I have absolutely no way to either modify or cancel my reservation, and when I am not there at my current pickup time, I will forfeit the entire cost of the car for my trip, which will double my rental car expense from $600 to $1200 because I will need to rent another car. Do Not use Hertz. If you work for Hertz and are reading this, you should be embarrassed about the state of your product and the way your company handles customer support, and you should quit and find a new company.
My wife reserved a vehicle online as it stated it was available. The following day the local store tried to call me, but since I am not able to take my phone into work I did not get the information. They had told me they did have that car anymore. The only car they had was a small SUV. They said they would have to charge me more because it was a 2021 SUV. I said well ok since I need a car. The manager said she would have try and get it lowered. So the price ended up being the same price as the original car I was going to rent. The problem came when she added PAI/PEC and roadside service without my approval and changing what my wife had selected online. So I brought this to her attention and she stated that if she took that off she would have to charge me $150 a day instead of $53 a for the car. She didn’t even show me the new charges or go over the documents. She didn’t even want to do a walk around for the car. I had to say ok let’s do a walk around. Then she told me that I would only have to put in as much fuel as was in the car already when I returned It. On the contract it says tank needs to be full. She was more worried about closing than. taking care of the customer. Before I could even get in my car they had closed up shop. It was 5:00 when we left. My wife’s number is also in my file, instead of trying three times to call me she should of called my wife.
I’m a 25+ year Hertz member and for about a month the Hertz app has been completely unusable. Anytime I try to log in I get the error message “We are experiencing service issues, please try again later”. There doesn’t seem to be any fix to this message (I’ve tried to delete/re-install the app, changed my password etc many times) and calls to Hertz customer service has been even more frustrating. Took many tries to eventually get someone technical on the phone, and that person basically said “we are having this problem for a number of accounts and we don’t know why” and gave up. Said I need to just use the website to book/manage reservations. In this day and age, for an international company to have such a flawed app is inexcusable. I stuck with Hertz through their bankruptcy bc of of having used them exclusively for so long, but having a completely inaccessible app for weeks/months (it’s still to this day not working) is why I will sadly be using another company after 25 years.
Terrible customer service and deceiving advertising
So I booked a car rental fro one day and half from the Hertz in LAX. The car was in good condition but there was zero help from the people working there. I asked where was the car I booked and the manager was like “just pick one from there” and when I asked a follow up question he straight up ignored me. I was like whatever I picked my car and drove away thinking everything I needed to pay was paid for. Boy was I wrong! So when I booked the Hertz I put as drop off location the Hertz in Burbank (21 miles from the LAX one) since it was closer to my airbnb. Went to drop off the car and I get a $60 charge the day after, when I ask support about this they said it was an “intercity fee” for dropping off the car to a different location. Nowhere near the checkout page it said I was going to be charged a $60 fee for selecting a different location. Would I known that I would’ve dropped off the car at LAX and uber back to my airbnb (I guarantee it wouldn’t have costed me $60). Very sad about my experience with Hertz and would not recommend it to anyone. Oh and don’t forget to fill up the tank before you return it or they will charge you $9 a gallon to fill it up themselves (they also don’t tell you that I had to google that myself)
Last time I rented a vehicle I drove to Dallas for my Dads funeral. From the beginning, I was treated poorly by the Clinton hwy location. The seven oaks location did what they could but it was still a mess. I drove all the way to Nashville in a terrible storm and t up to standards as I’ve been renting from y’all for 20 years. The car was making noises, gliding on the highway due to flooding rain and when I finally found the Nashville Airport the car was steaming and I guess over heating. I was given another car but I had to walk around the parking lot for an hour looking for it because it was not parked in the space they sent me. I had to unload everything and reload. Once I got the new car things went great but I was late to my dads service due to the several hour delay. I’m telling you this because I was never given points for my rental. Also I hope I am treated better than I was at Clinton hwy. I’ve rented from seven oaks many times and everyone is always very busy but very attentive and polite. Thank you
I am a president circle member that has rented a car with hertz in total this year for over 150 days. After the last update I can not seem to be able to rent a car with the app. It always has some kind of issue that says try back later or member id format is incorrect. As a person who is constantly on the go the app was a godsend for last minute car rentals. And lately not so much. It’s impossible to talk to someone to try and get it fixed. The only number I could find was the platinum where someone would actually answer the phone. I was told they could not help me and to please not call the platinum line again as it is for platinum members only. I then asked while I had them on the phone what it would take to be platinum and they said I would have to be invited. I said including the last 6 months last year and the first six months of this year I have rented 350+ days in a years time and they said sorry that doesn’t cut it. With the app not working as well as hertz not willing to at least have the conversation about upping my status it may be time to find a new rental car company. I’m sure there are others out there that would appreciate a 365 days a year rental customer as well as a company that has an app for people that are constantly on the go that works.
To make a car reservation via their website utilizing my points. The website would not allow me to redeem my reward points. I attempted to call customer service to ask for assistance in walking me through doing it where I was told they would charge me an additional 5% because I was talking to a person. When I said the website is not allowing me to redeem my points the sales associate said they would still have to charge me 5% for talking to him. Hertz’s is not a user-friendly website nor is there a customer service associate friendly. I attempted to talk to a manager to rectify the issue and ended up being hung up on. Went back to the website started a chat where I was probably disconnected from the original person that I was speaking with and had to redo another chat with another person. Do you want to charge an additional 5% for speaking to a human yes your website is not user-friendly, nor is it fully functioning to allow people to redeem your points effectively, and is gouging the customer. I am a five-star customer and have been loyal to your company for years and it doesn’t seem like it really matters. Maybe my loyalty needs to change to another vendor in future.
Can’t log in or reset 0 Support no support App worthless for about a year. Deleted and reinstalled app. Still not working. Quite unbelievable from a big company. Worst part of hertz. Otherwise hertz is a great company. Very disappointed I’m not getting my gold rewards. Very very disappointing. Had to wait in a line for an hour to rent a car at airport. Instead of reserving on app. Very very disappointed. I spend thousands a year for 7 years. And now not getting rewards. And having to wait long times. Very disappointing. App endlessly says it’s having service issues. I’ve had a car from another location for 2 weeks $100’s. Still can’t use the app. No discounts or rewards at all because app not working. Hertzs’ epic failure. Though, everything else is good. Just not convenient at all. No way to bypass waiting lines. Spent hours online and on phone trying to reset the app. Hours. I could have been resting or working. If it doesn’t work. Either take it down or fix it. Don’t be narcissistic to lead customers to believe they are doing something wrong. Put a banner or splash screen that says it’s out of service. Tell your people to stop promoting it at rental kiosks. The app technology for hertz does not work. It simply does not work and has 0 zero support.
Terrible experience. 2 problems. 1st: I was told I could drop the car off after hours in their lot. The lot was full when I arrived late at night. I didn’t know what to do or where to leave the car, and couldn’t get a hold of anyone with customer support. Finally I found a phone number I could text for support and was informed to park the car on the street near by and make a note of it. After initially arriving to dropping off the keys, over an hour of my time had been wasted. 2nd: A few weeks after the rental I was charged a $20 toll road fee that was incorrect. I used a carpool lane with my family, which was also an expressway, only to be charged $20. When I called to fix it, I was offered no support, no sympathy, and no refund. I wasted another hour of my time being transferred multiple times. A multi million dollar company couldn’t take off a $20 fee to fix a mistake, and make up for an incredible hassle. Ridiculous. Lousy customer service. Even restaurants refund your meal if you’re not satisfied. Will never use again. Will tell everyone I know for the rest of my life about this experience and to never use Hertz. I imagine that damage will cost more than the $20 saved by refusing to help me out.
Overall good app (great features and ease of use…can add res to my wallet for faster processing if it’s needed) but one thing seems off with it. Had a res for a mid-size car booked at a good rate. Logged into the app to verify my res a week later and it asked if I wanted to upgrade to a large sedan for for a little over $4 (in a pop up)…thought why not for $4. It did not state per day or total, just do you want to upgrade for $4.xx. Yea…that was not the case. Looked at my new res and it was $160 more than the original. The $4.xx was def not the upgrade cost and something was a miss with the system somewhere (the math did not really add up). So, note to self…no longer trust the pop ups. Called cust service and they were not able to go back to my existing res. They had to cancel the whole thing and then rebook. On the plus side though, they gave me the full size for a few bucks less than the original. Happy with customer service, just wish I did not have to go all through that.
We rented a pickup truck a few months ago. When attempting to exit the facility at LAX there was a problem with my ID and I was instructed to return to the Service Counter. The pickup was a full size pickup and due to the size I was attempting to exit the lot at the widest exit kiosk which was on the left side of the kiosks. When the attendant told me I had to return to the Service counter I asked THREE times how I was to turn in a very small area to return to the Service counter. Each time the attendant told me to make a sharp right turn from the kiosk. As soon as I began my turn the right rear of the truck struck the security barrier. A supervisor came to the area and he moved the truck from the barrier and stated “the attendant was wrong to ask me to turn, he should have had me back out of the kiosk”. The supervisor could not make the turn in that area and moved the truck forward out of the lot onto city streets and back into the lot. A claim for the damage was made to my insurance company and I was forced to pay the deductible of $500 to Hertz. No investigation was made by Hertz nor any culpability made against the attendant.
Hertz/Dollar, the best & most reasonable, hassle-free…
Where do I start! Where were you when Avis😡treated me like an unloved dog!😂 I had no idea how amazing Hertz/Dollar really is! Easy terms and a smooth and simple process and boom, you’re rolling! Reasonable and no hidden fees! Avis is terrible in that that stole almost a $1000 dollars from me for things that they were responsible for! My rental was towed after a car crash and Avis didn’t retrieve it for twelve long days but drafted my account for nearly a $1000 for storage when I had no idea about until my account was negative for nearly a $1000! Hertz/Dollar does everything better and for a lot less! I will continue to rent and refer! Thanks Hertz!
I have used this iPhone app for two trips now: one to Orlando and one to Honolulu; and I am getting ready today to pick up a Hertz car on Maui now for a third trip. In all cases the Hertz application won’t show the upcoming reservation when I am on my way to pick up the car on the day of. When I go into the app it says there is no reservation either. When I go into points history it doesn’t show my previous rentals. In order for me to find the reservation for Maui today I have to go to my email, find the reservation number, paste it into the Hertz app under “modify/change” my reservation, hit search, and then finally the App will find it. This happens each time. When compared to an aircraft or hotel reservation this Hertz app is a joke for finding the reservation when you need it most. I shouldn’t have to go into my email to find a reservation that the application clearly has access to but won’t display for some reason.
I used the mobile app to book this because it gave me the option to pay less now rather than more later. The web version just gave me the pay later price. The web version gave me the option to choose which credit card to use. Unfortunately both my personal and business cards end with the same last four digits. It didn’t show enough info to know which I was choosing. The mobile app also showed exp date so I knew. Unfortunately it wouldn’t let me choose. I still have no idea which one it chose for me. I don’t remember having these problems last time I booked. I travel and rent cars frequently. Beyond the pricing and paying dilemmas, the rental experience is usually good unless I have to involve a person. Then it’s not so good. But they’re all bad in that regard, which is why a functional online experience is so important.
Made a reservation a month ago for Hertz at Liberia airport in Costa Rica. Car was confirmed and did not receive any messages there was a problem with my reservation. While waiting outside the Liberia airport for the shuttle for over 20 min, I contacted Hertz and let them know I was waiting. At that time I was informed there was a problem with my reservation and there were not any cars available. The Hertz employee told me corporate sold me the car but they did not actually have one for me. I received no advance notification via email or the Hertz app that there was an issue with availability. When I asked the employee what I should do, his response was to check with the other rental car agencies in the area. No offer to assist, no apology. Very unfortunate experience reminding me why I stopped using Hertz long ago. Unfortunately my preferred agency was sold out when I made the reservation. I would suggest avoiding Hertz in Liberia as I later found out that this is a common problem.
I was unable to make to my destination on Weds. Thursday morning I was able to get a flight into SLC. I called Customer support (it took approx. 30 minutes) She said if I didn’t use this reservation I would be charged a cancellation fee. So not to change this one use it. When I landed in SLC I went to the Hertz counter and asked about picking up from the airport instead of downtown. No, you need to pick it up downtown. I asked about cancellation fee. He said they hold it for 24 hours so my reservation was not Cancelled. I took the light rail to downtown and walked to the 750 Main St. SLC facility. Upon arrival I was told my reservation had been cancelled and NO cars were available. No WI-fi to use laptop. I tried on my iPhone and thru the Hertz app. I have bragged on Hertz and the Gold reward program! How I arrive at an airport and just walk out a pick a car. This WRONG information that reservation was not cancelled from 2 different sources was horrific.
I have been a hertz gold member for over 20 years. Recently ( the past year) my name has not been posted on the gold member board. I have made numerous phone calls, texts, emails and every time they tell me its fixed and no problem and every time I have to wait on a line where the gold member employee says they have no idea why and I have to call. I have been on the phone for hours, called every number they give me ( all which lead back to the same promps). They will never let me speak with a supervisor saying I will get a call back in 24 hours. Twice they have “ escalated” my complaints but no response. I recently got a woman on my text who was so kind and u understanding and tried to be helpful but even she could not fix the problem. And basically told me she was closing the complaint text string. Im one rental away from changing company's. I rent at least 10 times a year so seems really pathetic on their part.
We were flying home from vacation and had to connect through DFW airport to get back to Oklahoma City. Our first flight was delayed meaning we were going to miss our home connection. So about four hours in advance and prior to landing in DFW I used the app to make a Hertz reservation with a pickup in DFW and drop off in Oklahoma City. The app accepted the reservation and credit card and gave me a confirmation. I went ahead and told the airline not to worry about re booking us as I was just going to get home that evening via a rented car and three hour drive. Hertz counter agent upon arrival told me they had no more one way vehicles available and I could not rent. How they would accept the reservation through the app and then not honor it is incredibly frustrating. There were a couple of other families on the same boat as me that evening. The app and rental centers obviously have a disconnect. Will try to avoid Hertz in the future.
I am currently renting a car. I logged into the app and looked under reservations and there was nothing listed. If I want to make changes to that existing reservation I have to find my current reservation number. Shouldn’t all of that information already be in my account so when I log in it’s there? I called the day I booked it and asked about the pick up. I called the night before then the morning of to check confirm then from the train station. I waited 45 minutes and missed my appointment. After waiting 45 minutes today for an 8 minute drive from the train station to the rental car that I TRIPLED check they said my pick up would be in 10 minutes. I called 4 times during the 45 minutes and they kept telling me he was on the way. He was wasn’t. The guy who eventually picked me up told me he was just told to come to get me. I The app is indicative of their overall incompetence.
I used the app to rent a car. I have been a Gold member for at least ten years. I logged into the app. I proceeded to rent a car. The app required me to input home address etc. I thought that was strange but I continued. I finished renting a car and realized my gold number was not included. I could not enter my gold number via the app. I called customer service. They said my drivers license expiration date was current on my profile therefore I had to enter everything manually. Nowhere in the app was I notified to update my drivers license. The customer service said my rental rate would go up if I tried to add my gold number to the contact because it would be a new contract. Needless to say I am beyond disappointed with Hertz. I now have to stand in line to get the car. I will not rent from Hertz again. This was a terrible experience.
I booked a car on the app for a last minute trip. I prepaid using Amex for a Tesla. The charge went through. When I arrived at my destination at Midnight they asked for my card. They said it was declined and I needed another. I called Amex because I did not know why it was declined. They said they had not declined any transactions and that there must be a terminal issue. They tried a different terminal and that did not work. Hertz would not key the card in. It was my only credit card. I would need to use my debit card, but they would not rent a Tesla with a debit card and the car that I could rent cost more. Additionally, since I was using a debit card I was going to have to pay an additional $500 deposit. It was late and the rental car kiosks were closed. I was exhausted, in a strange place and felt Hertz took advantage of a weary travelers vulnerability. I will not be using them again.
If I could give negative stars, I would. BBB is next. I used the app to reserve a car, I reserved the managers special. On the app I was informed it could be a 2 door, 4 door, or an EV. I get to the location and I’m told all they have is an EV. (The EV is a horrible experience, they take over an hour to charge and get about 1/2 the mileage per charge) I said, that’s fine I have a reservation and it covers EV for $30/ day. I realized when returning the vehicle they charged me $39/ day. I try to talk to the manager, he was no help. I called the 800 number and they said if I can’t find the reservation from the app, they can’t help me. I found the original in my wallet app and called back. They changed the reservation again, to look like I they used the app reservation. To sum up, I made a reservation on the app, the counter made a new reservation in order to charge me more. I found the proof I needed, and the call center still won’t help me. They put my app reservation number on an invoice and sent it to me. I don’t know what happened to this company, but they are horrible people that work for a horrible company. Be very careful if you decide to rent from them. Insist they use your online, or app reservation number. Don’t let them tell you that they can look it up with your name. That’s how they got me.
Kona Airport delivered my first terrible experience with Hertz in 20 years.
I have rented with Hertz for over 20 years and have until Friday received consistently very good service. That streak was broken at the Kona Airport Hertz. First of all, my name and others were not on the board. So we all needed to go inside to the counter. The main reason I am a Gold Club member is so I don’t have to wait in such long lines. Turns out the reason was that the car wasn’t close to being ready. Which no one had the consideration to inform us. So waited along with several others similarly treated for 35 minutes with the others affected in the same way until the vehicle finally shows up. I am seriously rethinking my sole allegiance to Hertz. SteveV
I don’t know how much attention puts hertz as a company to this reviews but I tell you right now my company provide me a rental car every day of the year I been doing it for the past 2 years work with multiple companies Turo,enterprise,Sixt,Avis,budget, I have an account with all this company’s and meet managers and representatives by hundreds and this two guys WALTER , and BILL from priest location on Tempe Az, are the most professional,attentive and they have a WORLD CLASS SERVICES .. hertz you’ll be losing the best employees you have when these two get tired of you’re company so take care of them because as an experience market costumer there the best you have
I had a reservation with Hertz for a midsize sedan total of $270, at the check in time the app opened a banner asking if I want to upgrade for a total of $9.96. $9 I thought, why not, and clicked “Yes, upgrade”. No messages asking to confirm if I’m ok with the updated price or something, just upgraded without any verification. The worst part, the system upgraded me, but my total increased to $858. How on earth $270 + $10 became a $858 is a mystery for me. I spent hours with customer support team, one of them even hanged up on me when I asked for supervisor. No one could help! The result, ruined vacation and a bunch of expenses associated with it. All they could do is to ask if I want a new reservation with a total of ~$450. Well done Hertz, truly a scammy scheme, trick customers to upgrade by offering a cheap upgrade, but in reality upgrade by applying a much higher rate, and then offer to settle somewhere in the middle…
I do not smoke. I’m not a religious person but that’s just not a habit of mine. No one in my family smokes! I have been renting cars for over 2 decades and never once been accused of smoking in a rental. You know why? Cause I don’t smoke!!!! Somehow I rented a vehicle while my family was in town visiting me while I’m in town for work. I would definitely not smoke around my 12 year old son! But somehow at turn in (which I’m a gold member they literally tell you just leave the keys in the car and go. An hour later I get an email that to be honest I never checked, it’s usually just a receipt that I bill to my relocation team. My wife takes care of that and she is the one that pointed it out to me the next day. I text their number and they said “sorry we found ash in the vehicle, you were smoking”. Gee thanks for letting me know I must be crazy because we don’t smoke in my family!
Save yourself the trouble. Another couple of years go by and this app still doesn’t work. - More often than not, it won’t let you log in. I frequently see the error that we’re having a problem with our service or something similar. - Once in the App, it NEVER lets you pull up an existing reservation to view, modify or cancel. - Type of device, age of device, iOS version…makes no difference. - I keep coming back to give the App another try because years ago it worked quite well, but I always end up being forced to go to the Hertz website to complete anything.
1. Tried extending on the app, it said my reservation number wasn’t valid. 2. Tried extending through Expedia, they said I needed to go through hertz and gave me the 1800 number 3. Tried extending through the 1800 number and they were able to get my reservation pulled up with the same number the app didn’t recognize but said I needed to call the number of the place I rented it from 4. Called the place I rented it from, the number they gave me wouldn’t connect This is some of the worst I’ve ever experienced when it comes to car rentals. I’ve put in about 3 hours of time, energy, and phone service trying to do a simple task that no one seems to be able to help me with. If they try and get upset that I bring the car in a day later I’m going to be livid. You can’t advertise that it is easy to make changes if it is this difficult.
Ive been a gold member and spent thousands of dollars through the app. Started off great. Then when i went to redeem my points they gave me a rental waaay too far away, but it was due to the days i chose. Tried to modify, but app wouldn’t let me. Tried on website. Still wouldnt let me. So i cancelled and i lost 1000 points due to cancellation. They’re sms customer gave me run around too. Now im in correspondence with emails. They say they may get back to me after peak and my free rentals wilk be useless till next peak and i bet i wont receive my stolen points either. This is why we have enterprise.
I am Gold member and had a reservation. I arrived late in evening after several flight delays only to find no cars available. They were working to bring them from another lot. So I waited. I finally got a car about 20 minutes later. I’m ready to head do hotel after long day. I pull around and am stopped behind about 15 cars waiting to exit. After 15 minutes, I see people getting out of their vehicles, so I got out and walked up. The system was down and they couldn’t connect people to the vehicle and let them go. They had no back up plan. Their answer was to just keep trying to reboot. When I suggested they manually take everyone’s info and manually open gate, they told me to get back in vehicle. After waiting an hour with no movement, I put car back and called for a ride.
App didn’t link my reservation to my gold plus reward
I made a reservation using the app and I was signed into my account. The app didn’t link the reservation. Customer service said I would have to cancel my reservation and rebook at the new rate or I could wait in the long line at the counter (no skipping directly to the vehicle). On top of that, they no longer could make a reservation for a large elite sedan even though my existing reservation already had one booked. So, in cancelling my old reservation for a new one linked to my account I am paying more and receiving a lesser vehicle. Bravo! Update: While I am still disappointed in the app, once I arrived at the Hertz rental location, they were very accommodating and honored the vehicle choice from the original reservation without me asking. So, app one star and counter service five stars.
I’ve use apps for almost every reservation I make (hotels, flights, cinema, etc) but have been sadenned that a high class rental service like Hertz still has me using my laptop. The reason is that the app systematically provides different information than the website. Pickup and drop off hours are possible to set outside the opening hours of the selected locations, even if outside office hours is not available. The only clue is an error message instructing to call Hertz. Guessing the right times, you can actually find vehicles to reserve, but I see prices over 2x what the website gives me. What’s stranger, the pay at desk price is in US Dollars and the pay now is in Euros. I For reference, I live in New Jersey, USA and have my profile upto date and am logged in. The website gets all these right out of the box, so the data exists to make this work. For people looking to find rental on a phone, Hertz is loosing a lot of business. Before realizing these downfalls, I moved multiple reservations to Avis, Turo and GetAround. I rate this app unusable for rentals as it stands and would only use to quickly find the customer service phone number - which I could use the mobile browser for just as well.
Reserved a car with two car seats, toddler and infant. Arrived at the rental location and it was an hour wait before I was done. But that wasn’t the problem. I rented from there so as to not go to the airport, which was far. When I was finally helped, they said there was only one car seat. But the reservation required an infant seat. They tried calling other locations but no luck and the one that likely would have it would not answer the phone. So I’m left with one child without a car seat, which is against the law. And the only help they offered is for me to go buy one at Target. Really?? We made a RESERVATION!! Hertz has been dropping the ball regularly, so not sure even my Presidents club status will keep me from switching to another company with better service. It’s a shame.
I had a reservation with Hertz. I attempted to modify the pick up time for the vehicle. It accepted the new time. The next step was to select the class of vehicle. I pressed that button and it gave me an “oops, something went wrong” message. This occured in both the App and the website. I then called customer support. The rep. Said I would have to cancel the reservation and create a new one. Seems rediculous, when all I want to do is change the pick up time. But I agree. She cancels the original res. Then creates a new ine for me. Says I’ll receive an email confirmation. I hang up. I never received any new confirmation. The app apparently cannot look up a reservation without a confirmation number. Even though the app knows who is logged in. Too bad there are no competent programmers employed at/by Hertz.
Hertz App Update Bring back the previous app. There is no longer the ability to make such selections such as prestige etc! The vehicle classes are nowhere to be found like where they used to be. How do you know what the vehicle classes are if they are not listed. Also under the previous app the ability to pay later or pay now was apparent. Now you have to click on the vehicle to see your payment choices. I no longer have the ability to specify a specific vehicle class. Instead if I select SUV, I have to scroll through all of the SUV’s to be able to get to the one I want. This is a needless waste of time! Under the old app once you selected a vehicle, that one screen would give you the ability to either pay later or pay now. Now in order to have that ability you have to navigate to the next screen. This is a waste of time. Screen shots were provided to Hertz but their response was very evasive Hertz used to be my only car rental company. But after this latest update, my loyalty to Hertz will be changing! The previous app was very user friendly but the newly released app is a piece of junk that is not even worthy of one star!
I was a dedicated customer of another car rental company and their FastBreak program. Over the past two years, it took me 20 mins on average to get my dirty car. So much for a fast break. Time is money in my world. So, I decided to give Hertz a go, which was a great choice… here’s why. Although, a bit more expensive, picking up my car is quick and effortless, I get to choose my car, their cars are generally cleaner, and I like using electric vehicles, which they have plenty of. I made “the switch.” Fingers crossed that Hertz does not change the program.
Let me preface this by saying Hertz was my go to company for years and I had the highest “loyalty” tier. Hertz does not honor their guaranteed rate and when you rent at a facility that does not have “Your Choice” you are stuck with whatever car is given to you. If that results in an up charge, you better look at your invoice, because they will charge you double or triple the “guaranteed rate”. It’s a sham and there is no transparency in pricing when this occurs. Instead of working with their highest loyalty tier members, they ban you before they even send you a letter stating that fact. If you send a letter to them, as per their policy, within their stated policy timeframe, they ignore it, and send you the bill anyways. Hertz has terrible customer service and I will never recommend them to anyone at anytime. Shame on you.
The Apple phone app seems like it’s missing a couple of steps up front. There was no choice of one way or round trip. There was no way to select a vehicle. And the only thing you could select was the location. The problem is that if you’re looking for a particular kind of vehicle it would be better to just pick a city that may have multiple locations and let it find the vehicle and tell you where it is. I got so frustrated trying to use the app which used to be better that I had to call and make my reservation by phone
The downward spiral of your company’s service, accessibility and pricing is unbelievable. Nothing is smooth where everything used to be easy. I used to use the managers special until I was given a Mustang and then charged an outrageous amount. Trying to clear up the mistake took many phone calls and emails. Finally I was so angry and frustrated I flew to the location just to straighten it out. The on sight manager recognized the simple mistake and corrected it when the call centers wouldn’t. I even got an email blaming me for the problem. The app never works right and constantly asks for me to reset the password. I always use the same password when I reset it. The last time took me 2 days to accomplish the task! Get better! I’m asking my company to use another company for our rentals!
Hertz wants every interaction with us to be on line ( not over the phone ) and paperless. That’s fine, if the customer then prints out the reservation information to keep track of a rental made months in advance. If you don’t have the rental confirmation number available, you CANNOT SEE THE RESERVATION IN THE APP OR ON LINE!!! What is this stupid idea about? Hertz is literally a car bank for us. Why can’t I just get a listing, from Hertz, of all the future contract obligations I have opened with them, so I can be sure to understand and agree to those rental obligations??? And easily update information when my airline re sorts the flights due to Covid changes? I have logged in to the app to show who I am, why is it another state secret about the rental reservations that I’ve made????
I’ve made updates to my account info, specifically my DL, address, and billing address zip codes in the app and on the website multiple times from multiple computers. Sometimes the info is presented correctly but doing a force refresh displays the old data. Changing credit card info failed as well and apparently there is no way to do that from the app, web only. Poor UX design in several areas like the OK text in red when it thinks your info has been updated, red? Very frustrating not be able to make simple changes to my account info. I also don’t like that the One Click reservation button is at the top and bold yellow, the View Cars is a light subtle color below it. I’m sure the intent is to book a more expensive car.
Recently did an online reservation for a specific vehicle type for a move. Within a hour of making the online reservation, I get to rental agency and am informed that the last car of that type was rented this morning. Thankfully, local agent had a plan B that worked for me. Was inventory online and in real world often don’t match. Great service recovery!!! Today I needed to extend a rental. Cut and paste the rental number on phone into hertz app and number comes back invalid. Re-enter by hand and same result. Try on computer & get same result. Now call and hertz attempts to charge a $10 fee to extend. I ask about the fee and the helpful human waives fee. Another good service recovery. Hertz needs to their tech straight so that they’re front line people can focus on real customer issues.
Was given incorrect information by three service agents. As a President’s Club member I know the Hertz policy/rules, but the agents that assisted me gave inaccurate information about how to add an additional driver. I was not supposed to be charged and the Exit gate agent informed me unless I book through AAA there was a fee. Granted I had just waited in line at the inside counter and read the sign stating additional driver is free with Hertz Club. The inside agent refused to add the driver and directed me to the exit gate. There, the agent was rude and told me to back up and go back inside if I didn’t want to be charged. She didn’t have the equipment to add a driver to my President’s reservation. It was 6:30a and hard to believe agents are rude at the beginning of the day. I feel for those customers coming later in the day. Hertz it would be beneficial for you to train your agents and ask them to smile a little. Very disappointed!!
It’s been about 2 months since I’ve been trying to log into the app. It continues to give error codes saying “ We are experiencing service issues, please try again later. “ and when calling support they all seem to have an attitude about having to do extra work to assist with this common issue. Everyone assisting on the phone always attempts to push away from the app from being used and continues to explain that they’re able to better assist over the phone. This would be acceptable if it was a phone pick up without any wait times or transferred multiple times. They don’t realize that nobody has time to be waiting half and hour + on the phone for a simple app related question.
Hertz is great, app is not. No cars display off hours!
Hertz is a great company, but I may go rent somewhere else. Every location (5) fails to show cars. Says error 400 not during business hours. That’s got to be one of the lamest apps! I’m planning to rent and create a reservation. But nope, App is too pathetic to show me any cars. I bet other rental companies allow you to create reservations 24/7. Not just during their limited business hours. So wait, I’ll put my whole life on hold and wait for them to open, ya likely NOT. Somebody should be out of a job. There is no sin in trying to plan a trip. I’m not going right now!!! Utterly lame app!!! Oh but it could have been cool…
I attempted to rent a car and when I arrived at the location, whoever worked there had closed early and I was unable to pick up my rental. I asked for a car at a different location and spoke to 8 different people on the phone over 2 hours. Frustrated beyond belief and in a new city without a car, I asked for a refund and was denied. Essentially taking my money and not giving me a car. After really raising my voice they reluctantly said they would refund the money. But that was a lie and no one put in the request to refund me. So I had to call back 2 additional times to get my refund and finally a month later received it. I have never wrote a negative review on anything in my life. But i had to say something about this company. I will never use this company again.
Got an email saying that I could check in early. I liked that functionality but… Download the app and put in what I thought was my credentials, but they were incorrect. Used the find ID reset password functionality and I was going in a big circle. One screen would tell me that I did not have an account. So I tried to create a new account, but there I was told that I already had an account. to make matters worse as hard as I tried I could not find a phone number that would get me to a real human to fix this problem. There wasn’t even a chat box. Hopefully this is not how the rest of my experience with her to go.
I rent 4-6 vehicles a month on average and despite years of exclusively using Hertz I am about to settle for anyone else at all. Customer service as whole continues to decline but in reference to this app it is the absolute worst of all the rental companies I have now tried. The iPad version gets stuck in loading and barely functions whether I’m on cellular or WiFi. The phone version continues to not log in properly with Face ID and when it does login continues to return errors for anything I try even though the webpage will function properly so it is not a server side issue. And above all nearly half my rentals fail to populate in the app at all requiring me to call Hertz and wait 20 mins to simply extend the rental a day.
Hertz offshore reservation/ support center single handedky ruined the trip. Agents outright lied, over and over.,, for example promising pick up but never arranged, over and over. One sent said it had been fixed Car will be there in 20 minutes.. No car. Eventually Uber to location to learn call center never contacted local store ANY time. Standard offshore tactics and patterns, it was so nasty. Given offshore support problems I contacted local store several times. Local store only days they escalated to management and still waiting for a response 6 weeks later. Update: Contacted corporate for support twice more through website - weeks between contract - zero response. Still nothing from stateside regional request for support.
Prepaid for a rental. Prepaid charge posted on my credit card and deposit pre-charge (1$ fee) posted on same card. I’m a President Circle member which includes Gold … I think, no idea what any of these levels actually means. Gold board told me to see gold desk. Gold desk told me to call gold service because of a credit card issue. Gold service did not have any options for my issue. Somehow managed to find a queue for an actual person, only to be disconnected after waiting on hold for 30 min. Tried to cancel reservation on app and on website … “error, call hertz.” Used Hertz for over a decade, solid company with solid service, not sure what’s changed recently, but I’m deleting my account and going elsewhere.
Save time and get on the road faster with the new and improved, free Hertz® car rental app. Unlock the power to reserve, modify and review your reservations with a few swipes of your finger; helping you spend less time in lines so you can get to your destination quicker. Added flexibility, helping you to adapt to your needs. Download the Hertz app to get immediate access to all these features: • Search in popular cities, and use the map view to browse the Hertz locations, showing availability in multiple locations. • Skip the hassle of other car rental apps with Hertz’s one-touch log-in. No more back and forth, an easy browsing experience. • Rent a car with our easy checkout, you’ll be done in seconds. • Enjoy effortless navigation with menus and features designed for mobile. • Book your next car rental faster by using your previous searches – you can pick up where you left off • Get access to exclusive offers and content with Hertz Gold Plus Rewards®. • And much more… What benefits do you get with the Hertz Gold Plus Rewards program? • Earn rewards points, unlock perks and score exclusive benefits to earn free rental car days, free upgrades and more. • Sign up is 100% free, helping you start earning rewards faster. • Enjoy a personalized in-app experience with your name, member number, status, and rewards points balance all in one convenient location. • See upcoming reservations at log-in or access your complete Hertz car rental history to make new bookings and help you complete expense reports. • Easily review or modify upcoming car rentals with a few swipes. • Redeem, request and exchange rewards points to pay for your car rental directly from the app. • Modify and update your preferred payment method with ease. Did You Know? As a result of creating top-tier customer experiences, Hertz was honored with several loyalty awards in 2020 and 2021. Hertz Gold Plus Rewards was voted 9-time winner for Best Car Rental Rewards Program in 2020 by FlyerTalk and 8-time winner for the Best Travel and Loyalty Program – Women’s Choice Award in 2021. Additionally, Hertz Gold Plus Rewards was awarded Platinum status for Customer Loyalty Innovation and Transformation, and Silver status for Technology and Trends by Loyalty360 in 2021. Thank you for being the motivation for Hertz to achieve these great awards: • Women’s Choice Award – Best Car Rental Loyalty Program • Ethisphere Institute Award - World’s Most Ethical Company - 2020 • Recommend Readers’ Choice Award – Best Car Rental Company (9x Winner) • FlyerTalk Awards – Best Car Rental Loyalty Program (8x Winner) • AAA Discounts and Rewards – Outstanding AAA Partner of the Year (2x Winner) • Trazee Awards – Favorite Car Rental Company • Global Traveler Award – Best Car Rental Company (6x Winner) • Bitacora Award – Best National Car Rental Company (7x Winner) • Annual World Travel Awards – Favorite Car Rental Company • And many more. Learn More About Hertz: Hertz is much more than a rental car business. We are a company that prides itself on dedication to customers' changing needs by offering a wide variety of vehicles and services. We boast a rich history of significant first steps, ambitious ideas and innovation that has formed our company into the reputable brand it is today. Discover why millions of customers every year choose Hertz to rent a car.
