Hertz Rent A Car

Never rent a car from Hertz, most terrible experience ever. I reserved and paid (yes completely paid) for the car 3 days ahead through Hotwire. My reservation started on Friday May 15 at noon and since I already paid for the car I thought it would be fine to show up a bit later. I’ve done this multiple times before with other companies. I was there before 2 pm on May 15 and was told by the agent that they had a very busy day and she gave my car to someone else and they had no car at the moment! Obviously I complained that since I paid for the car I should’ve had the car for the whole weekend whether I picked it up at all or not and agent’s response was that since I reserved the car through a third party, Hertz doesn’t guaranty to keep the car if they have demand. I wanted to talk to her supervisor and she said the supervisor was at some other center and the only phone number she could provide me with was the number of the office I was at, which the only person present there was herself. She was extremely rude instead of being apologetic or sorry or at the very least pretending to be. I asked why they didn’t give me a call to see if I’m late or what and all I was told was that they don’t have my number, the third party does. On top of all that (like canceling my trip wasn’t enough) only when I asked if I’d be refunded automatically, she told me I have to call Hotwire and Hotwire would call Hertz and then I’ll be refunded.
I want to make sure it’s crystal clear to everyone what’s going on here. Hertz takes advantage of Hotwire and other similar websites to get more customers since those websites usually offer better prices. Even though they totally charge the customer, if the customer shows up a few mins later than the moment the reservation is supposed to start (not end!), they rent the car with a higher price to someone else. This place is at the airport so obviously they always have customers. At this moment of time Hertz had charged two people for one car, one of those two being me who never had the car and now I have to run after my money. If this is not fraud then what is it?!
I called Hotwire and the customer service representative was shocked having no explanation whatsoever. She said they need about 7 – 10 days to investigate the case and she will file a complaint for my possible (!) refund.

The staff at the counter is friendly.

Pathetically poor customer service by the clerk and an equally poor selection of vehicles at this location. The vehicle I got had severely stained upholstery and reeked of tobacco odor. I am waiting here at the airport, now going on 20 minutes for a replacement that was not offered, but rather insisted on by me, the paying customer. Try Avis at this location… much better vehicle selection. Vicky at the front desk of Hertz sorely needs to go through customer service training, as she lacks people skills and common sense.

DO NOT RENT FROM THIS HERTZ LOCATION!!! I made my reservation in advance… When I arrived to pick up my car I was informed they did not have a car for me! I did not understand why I didn’t even get a courtesy call to let me know they didn’t even have it! Very inconvenient! I needed that car to visit family in Kansas City, Missouri during the holidays! I checked with all the other rental locations & no one else had a car. I ended up taking the train! I wasted a lot of time! DO NOT RENT FROM THIS LOCATION!!!