Hertz has displayed poor service from top management to the lowest employee on the rung.

Upon arriving at the PHL airport location I was greeted with the longest, slowest-moving line I have ever endured at a car rental location: one hour to get to a representative. This was only the beginning.

Once I do reach an assistant I still do not immediately get assigned a car. "Try again, " I hear my rep tell the guy on the other end of her headset. As I wait, a distressed female employee behind the counter asks another employee what to do. They don't, she says, have enough cars for all the reservations. I wait patiently. My fiancée who has been standing outside with our luggage, calls me to find out what is taking so long. I tell him they seem to be low on cars. Then, miracle of miracles, I am assigned a car, handed a contract and told to exit behind me and pick my car up curbside. I go to fetch my fiancée & luggage outside the other exit. I find him on the phone with my nephew; he hangs up and follows me to the pick-up area. Arriving at our car we find another couple loading their things in the car assigned to us. After comparing contracts we find that we were both assigned this car. I go back to the rep. A different rep takes over and says that he will get us another car and personally escort me to it. That seemed nice, I thought. It wasn't.

The rep escorts us past the pick-up line and into the lot itself. There was a line of cars poised to go somewhere behind a row of cars in parking spaces. We are escorted behind the cars in spaces, next to the line-up of poised cars with keys in the door. We stop behind a black Ford Fusion which was first in the line, without a car in front of it. The rep says "Here you go, take it and run, " he says before handing me the contract and damage sheet and taking off. I laugh. I'm still not mad. Tired and frustrated, but not mad. That changes as we load ourluggage into the Ford.

A worker on the lot runs over to us and tells us that we can't have that car, "it doesn't belong to you." I tell him that we were escorted personally to this car after an agent double-booked our original car. He (a guy named Joseph) asks to see our paperwork. This Ford is apparently a new return awaiting detailing. I hand over the contract explaining that I never looked at the contract because we were personally escorted here. Joseph shows us to a white Gallant parked in a space diagonally from the Ford. My fiancée starts snapping photos of the fiasco. Another yellow-shirt wearing man joins Joseph to make sure we get out of the Fusion. I tell Joseph that this is my first Hertz experience and I am not impressed. Could things get worse? Funny you ask.

Joseph tells me that there is no need to inspect the car for damage because it is brand new. I insist. When I walk to the front I notice deep scratches and a pushed-in lower grill. When I point it out, Joseph marks it down saying that "it must have happened on the carrier." As if that would explain his trying to stiff me with the damages. Then Joseph goes away along with his co-worker. My fiancée turns to get his phone (a new iPhone 4) that he had just used to take photos documenting the situation from the black Ford Fusion. The Ford is gone and so is his phone.

Greg yells for the return of the car. Joseph and the other guy are nowhere to be found. A nice lady employee attempts to help us but she doesn't really know what's going on. No one knows what Ford Fusion we are talking about. "It was just here, " we say, "waiting to be detailed." again we tell our story. Eventually Joseph returns telling us that there is no way to know what car that was since we didn't ever have the paperwork for it. He says that they have "lots" of black Ford Fusions with buttons above the door handle. Obviously, Joseph didn't know that I knew that there weren't enough cars on the lot for all the reservations and that cars were revolving from return to was to new renter. He refused to help in this regard. Greg asked to see the lot cameras in that case--track the car--but Joseph says the cameras don't reach that far. Joseph told us to leave and it will turn up in lost and found. I then see the still-wet Fusion pull to the loading curb. I run as Joseph tells me I can't--that might not be the same car, he says.

I insist on looking through the newly detailed car and there is no phone. My fiancée gets furious, refusing to leave without his phone. Joseph says he'll get it back to us. We leave--knowing the phone is there somewhere-- because we can do no more. Needless to say lost and found never located the phone. With an astronomical resale value on eBay and Craigslist due to jailbreak-ability, I know someone at Hertz kept the phone. The cost to replace the (uninsurable) iPhone was $599+tax+cost of new software (to locate the phone in the event of another incident like this)=$792.88.

We spoke with Hertz customer service at their main headquarters and was refused reimbursement for the phone due to the fact that we sign a contract making Hertz not responsible for "lost or stolen items." They offered a very modest discount on a future rental. We obviously declined. As if we would use Hertz again.

The Hertz car rental agency at Barajas Airport in Madrid is billing me nearly $500 for damage to a rental car. The evidence? Photos that are time-stamped six hours before I returned the car and a blatantly altered document attesting to the car’s condition.

http://coachclassblog.com/2010/10/03/your-blogger-hit-with-false-rental-car-damage-claim

In may I booked a car rent with Hertz for an Indian family.
The offer was 417 euro and they were forced to pay 777 euro at the end.
After our objections afterwards, Hertz agent Bultman in Harderwijk promised to settle within 3 months (??).
At September 8 and after many reminders, we received a message that 360 euro was ready to be payed back. Now it is September 27 and I still wait for my money. They do not answer my requests for proceeding any more.
I will never again recommand Hertz to anyone.

- Fuel Surcharge Scam – Hertz Warsaw Airport
- We rented a small car, Reno Twing for one day at Warsaw Airport.
- The car was returned to their downtown parking and the keys given in an envelope to the parking keeper the same day at 18:30.
- We filled up the car with 17 litters, till the benzene spilled out, but the fuel indicator showed only 5/8 of the tank.
- We have called immediately the company and they told us to leave them a note about it.
- We were surprised to be charged extra 35 Euro for fuel.
- After 3 phone calls and 3 letters we still did not get an explanation and our money back.
- They have sent us a receipt according to it they filled up the next day, 16 (!) hours after we have returned the car, and the car number on the receipt was not printed but added in handwriting, they wrote that they have added 16.5 litters.
- On that day we drove 307 km, so its not possible to use 33.5 litters with such a small car. We have a strong feeling that nobody checked our complaint seriously and The company had cheated us.
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I will never use Hertz rental thanks to a Manager in Burlingame Ca with very poor customer services by the name Paul a manager! Wow
I had been in contact with Hertz and my insurance company and all they needed to do is submit the paper work to my insurance company for the extra days.
My insurance had no paper work from Hertz asking for payment for the extra couple of days and it’s on file that they had been in contact with them but ended up taking the payment from my account, I called to complaint because now I’m over drawn and bank fee’s due to this and this fool Paul is going to say to me the customer wanting to give me rental dates. I told him what you need to do is fax over that information to my insurance company not me! It’s my insurance who is paying well again this stupid manager Paul with no customer service skills is going to say I don’t care I got my payment and it’s done with and hanged up! This is how they deal with issues regarding payment? are you kidding me! I called back asked for his manager name then gives me a fake manager name or someone else at another office not at the same location who most likely is his friend at other Hertz office; I keep getting the round around in hopes my complaint goes no where. I will find out his last name and come back and post it! If Hertz want my business or any more customers renting from them in Burlingame Ca. I say get rid of this loser Paul he’s defiantly NOT an asset to the Hertz Company.