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January 2022 by abakker1963
I have now contacted customer service four times, and was told to send an email outlining what happened with our rentals in Orlando the week of December 27, 2021. I had hoped this would result in a satisfactory resolution to a very frustrating and time consuming experience with Hertz - it did not. I am a travel agent for a College as well as Travel Agency in Michigan. On June 10, 2021 I reserved four 12 passenger vans for our teams beginning on December 27, 2021 at 5:00 p.m. – January 2, 2022 8:00 a.m., seven months prior to our trip. We reserved the vans so we could transport the 44 people in our group around Orlando. Two vans for each team. On December 26, 2021 I called Hertz to change the names of two of our drivers and confirmed we had four 12 passenger vans reserved. When we arrived at Orlando at 5:00 p.m. our pick-up time, I took the four coaches to the Hertz desk to check them in and get their keys – assuming (incorrectly) that because we were there at our pick-up time the four vans would be ready and waiting for us. This is where the frustration began. We were told by the young woman at the desk (now around 5:30 p.m.) that two of our four vans were not clean yet (even though it was 5:30 p.m. and 30 minutes past our pick-up time) and that it would be another 30 minutes before we’d be able to leave with our teams to head to our hotel. We walked across to the rental area to wait for the vans to be ready. Thirty minutes passed and no vans, another 30 minutes passed and no vans. At this point I took my rental car and left our four coaches and two teams waiting for vehicles assuming that it wouldn’t be much longer for them to get the teams into the vans and head out. One of our coaches was trying to navigate where our vans were and was told that they had one van and that another had transmission problems, but they didn’t have the other two vans available to us at all. He spoke with several people and no one would give him a straight answer about where our vans were. In essence we were lied to at the desk when we went to pick up our vans that they were not clean…they simply didn’t exist. We’d now had our two teams waiting to go to their hotel and get food for longer than our flight took to get to Florida. The end result was they gave us two vans, two larger vehicles that only sat 7 and a Tesla. Not the vans I had reserved seven months in advance. Fortunately, we had one additional person at the airport who was over 25 and able to drive one of the vehicles and three of us had left in another rental earlier or we would not have had enough room to transport our entire group and their luggage. As someone who teaches customer service to employees, all of this could have been avoided if someone at Hertz would have told us the truth when we arrived. That they didn’t have the vehicles and they had made other arrangements for us. Instead, we were forced to wait with our group of 44 for three to four hours and until our coaches demanded they give us cars to get us to our hotel. There was NO follow-up after we left the airport to try and secure vans for us. The manager on duty walked away from our coach and didn’t do anything to try and rectify the situation when he asked how they would get us our vans. Having to use these vehicles on our trip created even more inconvenience as we were unable to transport teams together to the locations they needed to be and always had to have drivers from the other teams help transport. While we got two of the four vans at $1015.59 the price we reserved, I do not believe we should have to pay for these other vehicles. We were treated poorly by the Orlando staff, not having the four vans ready when we arrived, and then making us wait for hours to even get out of the airport is unacceptable. I spoke with a customer service rep on Tuesday December 28 who was helpful and indicated she’d be in touch to let me know what she found out and what refunds she’d be able to offer. I never heard back from her. After submitting a version of this letter, today I finally received a response and who obviously di
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September 2021 by Mally G.
Poor customer service . Ford had me rent a car from this location due to my vehicle being serviced. The first day i met with Carlos . He stated there was a $50 deposit as a hold and once i returned the vehicle it would be credited back to my bank. He also offered me insurance for $20 (he never mentioned it would be charged daily) . I returned the vehicle 3 days later to see 3 pending charges on my card ($75, $25 and $175) . I did use tolls about 3 times. I understood the $75 and $25 charge but when i questioned Carlos about helping me understand the $175 charge his first response was "You're disrespectful for not putting gas back in the car" . When i originally got the vehicle it was NOT SANITIZED, it smelled horrible as well and the gas was a little over a quarter tank. I immediately asked for a manager after his "disrespectful" comment and he said he was the manager. He could not give me a answer to where the $175 charge came from. He told me to wait a few business days and get back with him. I'll never ever go here again.
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September 2021 by barbK5084KH
Wow I’ve never had an experience like this renting a car. The girl at the counter was extremely rude and clearly wanted to get commission buy up selling me insurance. I told her I was not interested and she continued to push and when I told her no after I saw the bill had gone up by double the amount, she got really loud with me. She tried to upsell me to a Nissan rogue for $15 a day, when I told her no it was just going to be my daughter and I, She got nastier. I guess she wanted her commission pretty badly. She ended up giving me the keys to a Nissan rogue anyway, seems like that’s all they had available to begin with. Unbelievable how bad the service was and how nasty the woman behind the counter was. I’ve never Been treated this way. Never again!
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June 2021 by Timid_Travels
Hertz stole $2,400 from my credit card. Rented in Kissimmee. The gentlemen in the office are very nice, but I had been in a few times and saw that they had often had to turn away customers because the didn't have any vehicles. I had pre-paid for a month's rental, then extended the rental for ten days. The additional ten days was only $246. I had the opportunity to return the vehicle early, and, knowing the office's issue with lack of cars, thought I would be helping them out. When I recieved the final bill in the mail, Hertz had charged my credit card $2,400 !! because I turned in the car TWO DAYS EARLY.
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June 2021 by 708courtneyj
Wasted an 1 1/2 hours traveling to rent a car that we didn't get due to their unclear payment policy
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June 2021 by 535JLM
My husband and I were in Orlando, Florida, from April 8-18, 2021. My husband forced me to go with Hertz for our rental car. I didn't want to because they were about $100 more expensive than other companies, but I'm glad I did it. Our check in experience, car, and return were wonderful. So, what's so terrible, right? At the check in, the agent asked if I wanted to return the car with a full gas tank or if I wanted them to refuel. I indicated that I would refuel it myself. We returned on Sunday, April 18th with a full tank. The person working to return our car noticed and said that the contract stated we wanted Hertz to fill it. He printed me out a receipt that showed the money due back to us ($67.04). I assumed the money would go back on our credit card and waited a few weeks. When it didn't, I contacted Hertz to ask them what to do. They asked for receipts, which I sent. They told me that I needed to show them my gas receipts, which I did. They asked to see my checking account statement showing those charges, which I did. I was then told that they couldn't reimburse me because the charges posted after April 18th. Obviously, charges that I incurred on the weekend will not post on the weekend. I am not sure what, if any, banks do that. I am EXTREMELY DISSATISFIED with the customer service I have received since our trip. They respond right away telling me that they'll look into it and then I never get a call back. If you know how to help me, please do! I am beyond frustrated and feel just passed around. :(
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May 2021 by David R.
DO NOT RENT FROM HERTZ PERIOD! This is the second time they have been rude and do not care about customers!! HORRIBLE CUSTOM SERVICE! I had a reservation that I did 3 weeks prior to needing the vehicle. I needed the vehicle I reserved a Ram 2500, that is why I reserved it. I arrived 30 minutes prior to my reservation time because covid has delayed the check out process. I get to this location and they had NO vehicles on the lot!! I asked the worker for his full name and he refused to provide it. I asked why he didn't call me before I came and he just had a stupid look on his face! I had to move my daughter out of her apartment and had help to do it, but no van. Then these criminals CHARGED MY CREDIT CARD FOR THE RENTAL! I had to cancel it with my credit card company because they don't answer their phones! HERTZ DOESN'T CARE. THEY ARE GOING OUT OF BUSINESS! I EMAILED CORPORATE AND THEY NEVER RESPONDED! Terrible Company! I wish I could give negative stars!
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February 2021 by Melissa C.
Quick and easy in and out for pick up and drop off. Friendly staff and good rates
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January 2020 by Nasri I.
DO NOT RENT FROM THIS COMPANY. They are the absolute worst!! I had reserved a truck and they didnt even have it for me when I had arrived. They didnt have anything similar as well. They forced me to take a car and charged me the same price. I will never do business with Hertz again.
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November 2019 by Hector B.
Great Staff, always smiling, and they did work on a great deal because I needed to rent a Jeep. Also they found the jeep that I want and have it ready at this location. This is my second time renting a Jeep here and works very well for me. Thank you guys
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August 2019 by Hannah J.
Was told to go here through my insurance while my car is being worked on. The insurance company first had me call a location that doesn't actually handle insurance rentals, which was frustrating but an honest mistake. I then called 2 other locations and they made me aware that they didn't do rental deliveries however this store in particular does and gave me their phone number. I called and was not greeted with a hi or hello, but was instead greeted with a "we close soon so make it quick." I work retail, I get it. It's annoying having to stay late due to customers being inconsiderate. But I wasn't trying to pick up my rental or anything, I just wanted to confirm that my insurance set up my rental through them and they would be able to deliver. The call seemed slightly rushed but I thought I had all my answers. I was told by insurance and by the hertz employee who specifically handles rentals through insurance to call and double check the morning of to confirm everything and to give them an hours notice of the delivery I needed (that's just up the road) and thank god I called. I was told that they're too "understaffed" to do the delivery even though I was told repeatedly by multiple people yesterday that they could do it for me here. They offered however to call 5 minutes before I get to the body shop I wanted my rental delivered to, and they would have an employee drive out to pick me up and bring me here as the drive is only 10 minutes??? Can someone explain to me the difference between an employee leaving the store to pick me up and bring me here, and an employee leaving the store to drop off my rental??? The fact it was even offered was weird at best.
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January 2019 by Juan Cruz Garcia
(Translated by Google) Terrible service. Little resolution. They left me to paw! They closed the place in my face. A branch shame. I had to go to the international airport, and there they solve the problem instantly.
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September 2018 by Chris K.
They are very unprofessional and went and had to change two cars cause of the over spraying of the chemicals cause of nasty a** smokers an just about all the cars where dented. I called this location an was left on hold for a very long time
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September 2018 by Gwen B.
My car is a part of the Ford recall. I've had the experience of visiting this location for the last 3 months. Each time the customer service has been AMAZINGLY DELIGHTFUL! The Associates at this location really love pleasing their customers and making sure the customer is 100% pleased with their rental car experience. They speak to their customers like they are PEOPLE and not like they are a paycheck. We laughed, talked and laughed some more. They did not try to patronize me, they spoke to me as "Gwen" and not in a formal matter so to say. Customer service is really important to me and my expectations were exceeded at this location. It's very rare now-a-days to have a pleasant customer service experience, but to have an AWESOME one is like finding a unicorn. I rarely get to take a survey and have nothing but nice things to say. The facility was clean, neat and organized. I will truly use this location again if the need arises for a rental and I will definitely share my experience with friends! YOU GUYS ROCK!!
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May 2018 by Jordan B.
Unfortunately we were misled about the cars here being "smoke free". Our car reeks of cigarette smoke. I'm highly allergic and have been experiencing breathing issue since we've picked it up.
