Louie447 Reviewed on Jun 27, 2018, 6:15 PM
The pick up part and the car that was given to me were no problem. Even the lady that helped me out had a great customer service. I returned the car last Sunday, June 24, at parking lot and gave the key to the hotel attendant. Two days later after I check my credit card account, I found out that I was just charged an additional $360.66 so I called the Hertz office on Balentine Street (Double Tree Hilton) in Fremont/Newark, CA to find out what's going on and to send me a closeout receipt. The first lady I talked to didn't quite understand me because either the connection was weak or she couldn't comprehend the English language well (she sounded like a foreigner). We hanged up and I called again in about 1 hour. I talked to a different lady who seems to a little rude. She was asking me for a document number which I don't have since I didn't get a copy of the receipt. I gave her my name and she couldn't locate it in the system (so impossible). I told her I have the confirmation number which started with an H and she said she can't help me out with that info. I also said I can give the credit card info that I used to prepay my rental and again said the only way is to have the document number. After I told her that I was concerned, she told me to stay on the phone but a few seconds later, we were disconnected which I believe she hanged up on me. I decided to call the toll-free number to get a different perspective. Lo and behold, I talked to an agent who asked me for the confirmation number (the info that the lady from Fremont said she can't use) and boom, the agent was able to pull up my info and she said that she will send me a closeout receipt to my email address. When I opened up the receipt, that's when I found out that I was charged $360.66 when I already prepaid the rental for $105.24 days before rental day. I called again the toll-free number and talked to a Chris. He doesn't know either why there was an additional charge but he reversed the charges and told me that it will take 4 to 5 business days before I can see the refund. I don't understand why this happened but I feel this needs to be investigated by Hertz since there is a possible scam going on. I'm just really hoping it's an error but the enormous amount of charge is very questionable. Thank you for hearing me out.
M. Andrew Reviewed on Jun 2, 2018, 4:06 PM
Horrible experience! If I could give ZERO stars, I would. Our pickup instructions were to pick up car AT noon. I show up 3 minutes after noon and they’re CLOSED! On a Saturday, who closes that early?! So after calling their 800 number the guy on the phone (Peterson) says he has to cancel my initial reservation and make a new one. The best deal he said he would get me was almost $200 more than what I initially paid. Also the refund for our first reservation wouldn’t go back into our account until 7-10 business days. At this point we don’t really have a choice in our options so we go to the second location 40 mins away that’s still open, to pick up the rental. The guy behind the counter is even LESS helpful than the first guy. They end up giving us a car way smaller than what we initially had rented. The gas tank wasn’t even full but the guy said bring it back with a full tank of gas. I ask him what time we are supposed to return the car on Monday (Memorial Day) and he says just any time before noon. So I ask him if they’re open on Monday due to the holiday and he assures me they are. Of course come Monday we drive all the way to the out of our way location and yep, they’re closed. So end up having to take it 40 more minutes out of our way. So ridiculous! Turns out they also put some $200 fee hold on our account that they NEVER mentioned before and was nowhere in the details when I booked the rental. So already starting off our family vacation we’re almost out $900 our due to the refund amount that took forever to go back into our account, the new rental that was way more than we had initially paid for the first rental, then the $200 fee. Just the worst experience and their customer service is horrible. Not willing to help or work out any sort of deal to get me my first rate paid. When I said I didn’t want to cancel my initial rental order the guy just said there was no choice and did it without my consent. Overall horrible experience and even worse customer service. Put such a huge damper on our first family vacation with our 2 young children. And undue stress from the amount of money this company took/had on hold of ours. Definitely will not be using either one in the future, car rentals dot com OR Hurtz.
liz1234 Reviewed on Apr 18, 2018, 3:54 PM
I’m getting charged for a late fee when I turned in the car an hour and half early now I’m hold and have been for the past 45 minutes trying to get a refund