Hertz (www.hertz.com) has a 2.4 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Vehicles & Transportation and its reputation is poor. 56% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-10.
I rented a car from Hertz Centurion (Pretoria) for almost a year, and I cannot speak highly enough of the exceptional service I received from Damaris and Excellent.
From day one until the day I bought my own car, they treated me like family. Their kindness, professionalism, and genuine care made every interaction a pleasure. It's rare to experience this level of customer service and true Ubuntu in today's world, and it meant so much to me.
Damaris and Excellent, thank you for always going the extra mile and making me feel valued. Your warmth and dedication will never be forgotten. Hertz is fortunate to have people like you representing the brand.
After several weeks, I am still waiting for a single substantive response from Hertz.
What started as a flat tyre turned into one of the worst customer service experiences I have ever had. Hertz Assistance failed to provide adequate support, leaving me to solve the problem myself. Despite submitting a detailed complaint with supporting evidence, I have received nothing more than an automatic acknowledgement.
To make matters worse, Hertz then charged an additional €60 to my credit card for an alleged extra rental day. The vehicle was returned the same evening, the keys were left in the designated key box because no Hertz employee was present, and I even provided photographic proof with the exact date and time. Yet Hertz simply took the money without any explanation or meaningful investigation.
The most disappointing aspect is not even the €60. It is the complete lack of customer care. When something goes wrong, you expect a company of Hertz’s reputation to investigate, communicate and treat customers fairly. Instead, I have been ignored while my complaints remain unanswered.
Based on this experience, I cannot recommend Hertz. Excellent service is measured when problems arise, not when everything goes according to plan. Unfortunately, Hertz failed on every level.
I rented a car in Savannah for a weekend away. When it was time to leave, all flights to NYC were cancelled. My rescheduled flight for the next day was also cancelled. Because I am the primary caregiver for two elderly parents, there was an urgency for me to get home. I tried to contact the Savannah office by phone and email to advise them that I would be driving to NY and dropping the car at JFK. There was zero response. Upon contacting Hertz 800 number, I was advised that the location was a franchise location and they couldn't alter my reservation. At no time was I made aware that I wasn't dealing directly with Hertz. I made my reservation on the Hertz app. After returning the car to JFK, I received an additional charge of over $1400.00 plus a yet to be explained charge of $368. I have tried to contact the Savannah location and received no help. Hertz customer service says I must deal with the franchise but I have had no luck in even getting an answer from them. I am fully aware that there would be an additional charge for returning to a different location, but considering the circumstances, I feel that $1400 in addition to my original payment is absurd
Hertz has been pretty great, but the speed of getting cars is just annoyingly slow. I have rented cars twice in the last month, one at the IAD airport where it took me almost an hour to get a car. And the other at the ORD airport where it took a while also.
Cars are generally clean and I generally have no issues in that regard
I had a reservation for Salem, Mass. I reserved it and paid a deposit. They didn't have cars at the pick up time so they asked me to come later. Fine. I asked if I would have a car that day, and they said I would. I came 30 minutes before closing, and the branch manager told me there were no cars. Zero help to rebook. I was stranded in Salem. They wouldn't give me a refund for the car either. This was bizarre.
Just wanted to share my recent experience with Hertz rental cars. Arrive with our family of 8 at Miami airport to pick up our vehicle. Process took an hour of waiting on line and finally picking up the vehicle because there were only 2 people working and they couldn’t figure out how to process our payment on their computers. Already not off to a great start, but we were grateful to at least get our vehicle. Confirmed drop off location and shuttle service to Miami cruise port for the next day. Husband shows up to drop off location and there is no Hertz location at the given address. We are now in a panic because we are trying to board our Cruise ship on time and have to unload this vehicle. I start calling the location’s address. No answer. Call the Miami Airport Hertz location where we picked up and no answer. Left no choice but to call their Nationwide number and finally get a person on the phone. They tell me that it’s Sunday and everyone is busy and that is why we can’t get anyone on the phone at our drop off location. (You remember, the one that does not exist.) I explain our situation and that I need a drop off location ASAP or we will miss our ship. He is willing to change the drop off location, back to their Miami location and then proceeds to ask me for my card information. I asked for what purpose and he says to charge their $69 change of location fee! I am then told that if I don’t agree to the fee there I nothing that he can do. So I am forced to pay a change fee for a location that does not exist and am now forced to drop off somewhere else. I was told that the Manager at the Miami location would refund me the fee when I get there. We finally are able to return the car and the manager confirms that we will be refunded the $69 change fee. This never happens and no refund was ever issued to my card. We are also told that there is no shuttle service to the port at this location and are forced to order a $45 Uber to take us to the Port. I call Hertz corporate number and try to work this situation out and am told that the fee in non-refundable and I can only be given a credit for future rentals with Hertz. I declined their offer because I will NEVER use Hertz again. Do better Hertz! Do better!
The check-in process was easy and convenient. I started to pick cars at president circle starting from this rental. It was easy to pick up a SUV we preferred. The whole rental experience was seamless and pleasant.
DIRTY CONDOM LEFT IN CAR!
**Absolutely the worst rental car experience I've ever had.**
What should have been a simple car rental turned into a nightmare from beginning to end.
After waiting **over an hour** at the airport, I was finally given a vehicle that should never have been rented to anyone. It had mechanical issues that affected its reliability and interrupted my trip, causing unnecessary stress, wasted time, and significant inconvenience.
The condition of the vehicle was even more alarming. It was obvious that it had not been properly cleaned before being rented out. Most shockingly, there was a **used condom left inside the vehicle**. Finding something like that in a rental car is beyond disgusting—it's unacceptable and raises serious concerns about Hertz's cleaning and inspection procedures.
The customer service was just as disappointing. The airport employees were rude, dismissive, and showed no concern for the problems I encountered. Rather than taking responsibility or trying to resolve the situation, I felt like I was treated as though I was the problem.
To make matters even worse, I was later **threatened with being held financially responsible for damage that was already on the vehicle when I picked it up**. Instead of acknowledging the condition in which the vehicle was provided, I was left worried that I would be charged for damage I did not cause.
When I sought a resolution, Hertz **refused to issue a full refund** despite the unsafe and unsanitary condition of the vehicle and the disruption to my trip. Even more frustrating, Hertz and Hotwire continuously **bounced me back and forth**, with each company telling me to contact the other rather than taking ownership of the situation. As a paying customer, I was left stuck in the middle with no meaningful resolution.
It has now been four months, and this matter is still unresolved. After months of emails, phone calls, and being passed between Hertz and Hotwire, I am no closer to a fair resolution than I was on day one. The lack of accountability and customer care has been just as frustrating as the rental experience itself.
Customers pay for a rental car expecting it to be clean, safe, reliable, and backed by professional customer service. Instead, I experienced long wait times, rude employees, a dirty vehicle containing a used condom, mechanical problems that interrupted my trip, threats of being charged for pre-existing damage, and a refusal to provide a full refund while both Hertz and Hotwire avoided accountability.
I cannot recommend Hertz based on this experience. This company needs to dramatically improve its vehicle inspections, cleaning standards, maintenance practices, employee training, and customer service. Until then, I strongly encourage others to think twice before renting from Hertz. My vacation was overshadowed by an experience that no customer should ever have to endure.
Appallingly poor customer service. The 700 euro deposit has not been released to my account 3 weeks after returning the car in spotless condition, despite several requests. Now, they stopped responding to my emails completely. Never use Hertz again and warning everyone not to do so.
I’m sharing my family’s recent rental experience to help others, not to attack Hertz as a whole.
We reserved and prepaid for a full-size gasoline vehicle for a one-way trip of over 1,000 miles from Tallahassee, Florida, to Michigan. We arrived at the rental location about an hour before our reservation time. When it became clear I would need a credit card to complete the rental—even though it had already been prepaid—we both specifically told the employee that we were keeping our reservation while we made arrangements. A coworker also arrived within our reserved pickup window. Despite that, we were later told our vehicle had been given to someone else because, as the employee explained, “we don’t hold cars.”
We were then provided with a Tesla instead. The issue wasn’t simply receiving an electric vehicle. It was a series of communication issues, inaccurate information, repeated charging stops, significant delays, and the overall impact those things had on my family during a trip of more than 1,000 miles.
Because of this experience, I personally cannot recommend the Hertz location at Tallahassee International Airport. My concerns are primarily with what occurred at that location and how the situation was handled, not with every Hertz location or every employee. Throughout this process, I also encountered employees who genuinely tried to help, and I appreciate their efforts.
My complaint is currently being reviewed by Hertz Executive Customer Care, and I’m allowing that process to run its course. My goal is simply to share what happened and hopefully prevent another family from experiencing something similar.
To be completely transparent, we are using Hertz again for our trip home because they were still the most affordable option for a one-way rental over this distance. I’m genuinely hoping our return trip is smooth, uneventful, and doesn’t turn into another 30+ hour journey. I truly hope our first experience was the exception and not the norm.
I am regular customer of Hertz but it's the first time I have to deal with the unexisting customer service.
On July 20th I entered a request of clarification (Hertz case 34579682) for a credit card backcharge done by Hertz without any reason/previous information.
Since then I waited the 5 working days Hartz told me to wait in order to get a reply.
After 8 working days and three reminders, I didn't receive any feedback.
I even tried to call Hertz customer service but it's a mission impossible.
If I won't receive any feedback this will be my last reservation with Hertz.
Customer BEWARE!
My family has had 2 recent experiences with Hertz car rentals where we’ve been hit with additional charges after the rentals were turned in and we received email confirmations that all was well with the return.
The first was a “pet hair” charge. We didn’t have pets in the vehicle. The most recent was a flat tire that we had during the rental. We think the tire was already damaged and it was either not reported by the previous renters and / or overlooked during the Hertz “inspection”.
My husband changed the tire and we retuned the car. 5 weeks later he got a phone call from a claims service stating all 4 tires had to be changed and we were on the hook for the cost. We had declined the additional coverage and our responsibilities are outlined on the rental agreement.
Make sure you inspect your vehicle before every rental, look at every detail. Good luck finding a Hertz vehicle that doesn’t smell like weed but you better get that noted too or chances are you’ll get stuck with that too.
Hertz sucks!
Spent 2 hours in the hot sun and humidity in line with no chairs and no air conditioning on Kauai. I am handicapped and couldn’t stand in that heat for that long so they finally gave me a chair inside before I passed out. But they had very little staff for the very long line, so it still took 2 hours. Unacceptable. Never use Hertz again. To add insult to injury they then gave me a black hot car!
Why would Hertz allow you to reserve a pick up when they are closed?
Why would Hertz allow you to make a reservation when the pick up location will be closed? Great Question!
Using the Hertz website I made a reservation for a 5 pm pick up on a Friday for a one way rental. The pick up location closed PROMPTLY at 5 pm. No warning on the website that the location would close at the pick up time. No notification in the confirmation email. In fact, when confirming the rental on their app, it even gives you a message that they will hold your rental for two hours. No one from the location called to say "Hey, we close at five so we just want to make sure you are on time." Hertz does not provide a customer service number on their website or confirmation emails so you have to resort to the on line chat. Once you can actually get a live agent, they tell you that the airport location will not honor your reservation even if you can get there. Good Luck!
I had rented form them at another location a few weeks ago and shortly after exiting the airport location the check engine light came on. This was after having to traverse the entire airport because the agent at my terminal told me she was closed.
After many years as a member of their loyalty program, I am done with Hertz. The customer service is awful, and the company obviously does not care.
Large hidden charges and no customer support
Overcharged me 216 euros after the rental despite saying there would be no additional charges when I returned the car.
I returned the vehicle to Marseille 6 days early after renting from Avignon (45 minutes drive away) due to an emergency (my father passed away at home the following day). When returning I was told there would be no additional charges. 2 days later I get a 216 euro invoice for returning to a different location.
I tried to contact them but none of their call lines work, they either don't exist as a number or hangup on you before reaching a human. The online chat is the only contact I was able to use. I eventually got a response by email 2 weeks later saying they wouldn't rescind the charge.
