10.0 ExcellentSep 25 2021
Easy process, friendly staff, just took a while to get through the line.
10.0 ExcellentSep 13 2021
Super easy pick up and drop off. They even upgraded us for free!
10.0 ExcellentAug 31 2021
Friendly & fast customer service, great/clean car, very easy to book & return
1.9 HorribleAug 31 2021
I do understand I booked thru Kayak, which promoted Priceline advance purchase. The desk agent was rude, I had to continually ask questions about gas location, my car, she didn’t offer an upgrade nor did she even thank me for using Hertz. My vehicle was all the way at the end, it appeared to be someone’s local vehicle, it was filthy inside: seats are all stained, there was no sticker on the vehicle for extra cleaning due to COVID and it was SMOKED in… it took two days for the smell to be air ped out. I worked for Hertz in Tampa for 3 years, I would have been embarrassed to rent this vehicle out to anyone. I also, work for AMEX Global Business Travel, she was not acceptable as a executive travel counselor or even just an AMEX employee. The vehicle had mechanical issues on top of the the other issues.
3.9 MediocreAug 17 2021
The car had clearly not been cleaned and the mechanics of the seat were broken so I had to sit crunched up in the car the entire time.
1.9 HorribleJul 25 2021
We had the most horrible unreal experience. I can’t believe they are still in business and this is the way they treat customers. This was always our go to rental company- not anymore. If you are looking for a company that will leave you stranded with broken car for 8 hours and give you the runaround on the phone for about 6 hours- then book with hertz. We had trouble with a car rented from Knoxville with squeaking brakes and making weird clicking noises- did not feel Safe driving it through mountains in that condition. We got to our first destination and called to trade in for another car at 4pm. Was put on hold for 20 minutes-then transferred to a disconnected number. Then called again on two different cell Phones on hold another 45 minutes when entered the option that we were stranded and in need of immeadiate roadside assistance. Someone finally answered and promised a supervisor would call within half an hour to remedy the situation. An hour and 45 minutes later someone called and told us there were no cars to trade for. Then they said they would check the airport and call back within 15 minutes. Half an hour later someone called and said a tow truck would be coming to get our car and bring a new car between 8:45-9/45pm. Then we got a call saying the tow truck broke down on the way to the airport and they’d have to find a new company. 4 phone calls and countless excuses later- it’s 11:04pm- we are still waiting. The tow truck company called to tell us they arrived to pick up our replacement car from Hertz and sat there an hour because no one knew what to do. They are supposedly en route now- it will be 8 hours from the time of our emergency assistance roadside call. Yes 8 HOURS. We Have been up since 4am traveling with grandparents and kids and this was not how we hopes to spend the first day of our trip. I have never been given such a run around I my life AND they said I will have to write a letter to customer service to try to get any money back for my rental for this unbelievable hassle. I want to know what I can do to get a refund.
10.0 ExcellentJul 20 2021
1.9 HorribleJul 17 2021
Transmission was bad. Check engine light came on. Hertz refused to exchange the vehicle and wanted to charge me for a tow if it broke down during my rental period.
10.0 ExcellentJun 25 2021
The staff was great. Pick up and drop off was a breeze.
1.9 HorribleJun 22 2021
My rental experience with Hertz may have been my worst experience with a rental car company ever. I rented a Class I. From the beginning the staff was unprofessional at the Knoxville airport, belittling other staff members and taking nearly 30 minutes to provide me with a car. There was nobody in the garage to help me find it and they just left the keys in the vehicle. Quickly it became apparent that the car had not been serviced in a very long time. Even though there were only 25,000 miles on it, the tires were in terrible condition, the brakes were extremely worn and the car shook when going down a steep hill, the coolant levels were low, and the service warning was on for the factory recommended service. The tire also had a nail in it, which wasn’t found until the next day because of the thick, low-deflating tires that these cars have. I called the customer service after filling the tire once (believing it was just short of air) and waited on hold for well over an hour. I told the customer service/emergency service person all of this information, but she said since I didn’t buy the LDW insurance, there was nothing she could do. All of these things are normal wear and tear if you take horrible care of your vehicle (which it is apparent that Hertz does) and none of it originated with me. She also said that since I didn’t report the flat within 1 hour of obtaining the vehicle, I had to go and patch or plug it or buy a new tire myself (apparently they closed a bunch of locations and there wasn’t one within 50 miles of me at the time, so she basically told me I was out of luck and was on my own… it is YOUR vehicle!). Also, it is nearly impossible for a tire to go flat within 1 hour because of the types of tires that these cars have. So, I took the car in with the spare tire on (the jack was missing a piece so it took about 20 minutes to jack it up) and had it plugged, per Hertz’s instructions. The repair man was appalled at the condition of the tire, stating that the car needed an alignment immediately and that it needs new tires, which I also told to Hertz. Meanwhile, the coolant light came on every time I went up a moderate grade, and the service light continued to be on. The emergency Hertz service person over the phone said that it generally comes on a few thousand miles before service is actually needed so everything was fine. If everything was fine, the individuals servicing these vehicles are not qualified at all. After my full rental and knowing exactly what was wrong with the car by the time I returned it to Nashville, I felt fearful that at any moment the engine could have overheated or a tire could have blown. From this experience, I found it is clear that Hertz does NOT service their vehicles, and if they do, it is clearly in house with inexperienced technician. Our representative that we met at the end of our rental was even surprised at how poor the condition of the car and tires were, and even that we had found someone else’s sunglasses during our rental period, indicating that nobody properly cleaned the car either. At the end of the day, I lose nearly 2 hours of my vacation on the phone, 2 hours driving to and from a repair shop to service Hertz’s vehicle for things they should have repaired to begin with, the cost of plugging and maintaining the tires, and the stress of not knowing if we were ever going to make it to our destination with no alternatives given by Hertz. This was a terrible experience, with terrible customer service, and a terrible response by the Company. I expected to be treated so much better, and I would like to get some of that hard-earned spend back for dealing with all of the issues with the vehicle; issues that could have been avoided if the vehicle had been appropriately maintained in the first place (which is a warranty that is provided by the Company, legally speaking). As we get out of COVID now and I start traveling more for work again, it is just a shame that I am still now only relegated to National and Enterprise for rental cars; I centrally will never feel safe in a Hertz.