1 Star
1 Star — Beware of Unexpected Add-On Charges and Document the Vehicle Carefully My experience with Hertz was extremely disappointing and costly. I strongly recommend choosing another rental company and reviewing the many similar consumer complaints posted online before renting from Hertz. My online rental agreement showed a total cost of approximately $495, including taxes. The only additional option I knowingly authorized was for Hertz to refill the gas tank when I returned the vehicle. However, Hertz treated my verbal agreement for the gas service as approval for numerous other optional charges that I did not knowingly request or agree to. Those charges added approximately $795 to the rental, bringing the total amount charged to my American Express card to $1,290. I disputed the additional charges with American Express and provided documentation supporting my position. When I asked American Express to provide copies of all receipts or agreements that supposedly contained my signature authorizing these charges, I was told that no signed receipts were available. Nevertheless, American Express declined to refund the disputed amount and advised me that my remaining option was to pursue legal action. After consulting with my attorney, I was advised that a lawsuit could cost between $5,000 and $8,000, with little likelihood of recovering the disputed amount. As a practical matter, an individual consumer cannot afford to fight a large corporation over a charge of this size. The big company wins—not because the customer is necessarily wrong, but because the cost of challenging it is prohibitive. What makes this even more troubling is that Hertz had been recommended through organizations such as AARP and AAA, which gave me a false sense of confidence when making the reservation. My advice is simple: Do not rely solely on the online quoted price. Do not sign or verbally agree to anything at the rental counter until every charge and optional service has been individually explained and either accepted or declined in writing. Take photographs of every page and demand a printed final agreement before leaving. Just as importantly, take detailed, time-stamped photographs and video of the entire vehicle when you pick it up and again when you return it. Photograph every side of the car, the wheels, windshield, windows, roof, bumpers, interior, fuel gauge, and mileage. Hertz and other rental companies may use automated or AI-assisted inspection systems that identify dents, scratches, broken glass, or other possible damage. Without your own time-stamped documentation, preexisting damage could potentially be attributed to your rental period. Do not assume that a quick walkaround is enough. Document the vehicle thoroughly before driving away, and report every visible defect in writing. This review may be my only meaningful recourse. Based on my experience, I will never rent from Hertz again, and I strongly encourage other consumers to protect themselves and find another rental company.