Hertz Car Hire Reviews Summary

Customer Service

Pros:

• "Pick up agent was a nice gentleman."
• "The representative was friendly and quick."
• "Staff were friendly and helpful once I got to the front of the queue."
• "Kim was our agent, and she was incredibly kind and helped us get processed quickly to make up time."
• "The Gentleman at the Edinburgh desk was extremely busy (Jebrel from Jordan), but he attended to each customer as professional as one would expect."
• "The woman was very welcoming and smiling, the nicest representative I have ever met in the car hire industry."
• "We had a great experience at the Hertz car rental in Edinburgh Airport."

Cons:

• "Do not waste your time or money with this poorly run and disrespectfully run company."
• "And the staff are beyond rude!"
• "Unprofessional customer service."
• "The whole interaction was a joke."
• "Greatly disappointed and regretting that I chose Hertz over other car rentals."
• "I was really disappointed with the rude customer service I received at Hertz Edinburgh Airport."
• "Employee extremely inflexible and incompetent, will never use Hertz again."

Car Rental Process

Pros:

• "It was super easy to return, just follow the signs and when you find the lane for Hertz they wave you forward."
• "I completed my checkin online."
• "The car was good and it was easy to book it on internet."
• "The reception was very helpful, did not ask many questions and helped us through and we were out with our car within 10 minutes of being helped."
• "Communication with Hertz before rental was exceptional and pickup was a breeze."
• "Getting the car and taking it back was very simple."
• "Car was given to me clean, full of fuel and with a damage report highlighting all damages."

Cons:

• "Queue took more than 60 mins."
• "This time we stood in line for three hours."
• "They are the slowest car rental counter I have ever experienced; snail-like pace is too complimentary for them."
• "Everyone has been standing in line for hours upon hours."
• "They don’t answer the phone either."
• "Arrived early for my car collection. Turned away and told to come back in 1hr. Did so, have been in a queue for 30min. NO ONE has been processed."
• "Queued for 2hr 10mins to pick up a pre-booked car."

Vehicle Condition and Availability

Pros:

• "The cars were clean."
• "2023 Model Y LR with 2000miles."
• "If you are venturing into the highlands I highly suggest a Model Y because of the massive range, larger tire sidewall and ground clearance."

Cons:

• "EV was not fully charged when I picked it up."
• "The women who served us could not provide the car, or similar, that we had paid for."
• "I had to return THREE vehicles to them - one because of an electrical error and one because the tires were misaligned and two of them blew out."
• "We were told that they are out of automatic regular vehicles and forced us to choose between manual gears and an electric car."
• "The car’s key fob’s battery was dead."
• "Upon arrival, there was no hertz station, just a street leading into nowhere. The locals informed us, that this branch closed years ago."
• "I was not given the petrol car that I booked."

Billing and Charges

Pros:

• "Tesla supercharging will work by just plugging the car in and billed later."
• "Safety deposit was released after a week."
• "No surprise on my final bill and invoice."

Cons:

• "Now I'm trying to get the money Hertz stole from me back."
• "I was charged unjustified charges and fees."
• "They took my deposit & keep trying to charge me over £140 whilst my dispute is still pending."
• "They charge you £300 for accessories without explanation what they are."
• "I have been charged over 500 GBP for damages not done by me."
• "HUGE charges that same night, for things we didn't do."
• "Despite returning the car with 88% charge, Hertz charged £82 to my card on the grounds that I had not returned it with the required charge level."