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Disgusting behaviour - Hertz Mitcham Vic
Customer service?.. What a joke.
I am absolutely disgusted with the unprofessionalism and rudeness I experienced when I
returned my hire vehicle today. I was made out to be a liar and insinuating that I was
smoking in the vehicle as they found ash in the vehicle. I have been the only driver of the
vehicle, I do not smoke nor does my partner.
The way the 2 ladies treated me today is beyond apphaling. The sarcasm from the lady when I denied her accusations, then saying that it must have been my partner. After reading your reviews, it seems t...
Take additional payments, no communication, fail to provide receipts, policies.
Returned car to back to facility, it during COVID so access to their normal facility was not accessible. Went to website to contact someone to discuss, no numbers are provided. With over a hour of wasted time I locked the car on-site with keys in it (they keep spares on-site). Following this no communication however proceeded to charge my card over double my original hire fee and still not returned deposit. When questioned (via email) about their policy’s and requested copies of the original call out records they failed to respond.
Locked out with no apology
My car was hail damaged so my insurer arranged a hire car from Hertz for 10:45am, turned up to a rude man at the gate that just barked "Name" ,told him my name and he said "we've run out of cars" they'd hired out cars already booked by insurers. Told him this was ridiculous, they need to honour bookings they accept, there was no phone call to explain this we have to find this out when we rocked up to the location. Half a morning wasted and to add insult to injury he just said "I'm closing the gate now" and did exactly that without an apology or batting an eye, complete disregard. Insurance companies seem to be keeping them afloat.
Hertz Team Boondall
I returned my rent a car today and was met with outstanding customer service from your Hertz Boondall team. The two employees, Deb and Vanessa, were cheerful, friendly and efficient.
Two weeks ago our house was broken into, while we slept, and our car was stolen. Earlier this week it was written off. I wasn't feeling great however both ladies made me feel welcome. Whilst quickly and efficiently organising the return they made delightful small talk to put me at ease. They made me feel valued. It was so wonderful to see customer service is not dead. These two ladies are a credit to your organisation.
Should I need a rent a car in the future I shall be returning to this store. Outstanding customer service!!!
avoid this company.
hired a mustang for my fathers funeral...booked the car got told that the car was promised to someone else and they wouldnt be able to rent it... had to argue to get the car.. booked from thursday night to saturday morning .. the funeral is friday and got told only way i could have it was if i returned it the same night.. spent 3 days trying to contact the blyth street adelaide store. customer service line left email after email and never recieved a call back and they never answered any calls. workers in blyth street adelaide are hopless and pr...e school children could do a better job.. while at blyth street office another customer comes in with a surf board under his arm who hired a car at the airport and his car was not there and had to catch a taxi to the adelaide store. he was also very upset. i have no idea how this company ever got so big..i will never recommenrd this company again it took me longer to organise a car than it took to organise my fathers funeral.. it ruined everything for us.. how an a current affairs or any media has never been contacted to expose this company is beyond me.. how the managers allow this to keep going is beyond me.. your adelaide blyth street workers must be volunteers.. clean your act up your google reviews are telling you something and you appear to be ignoring them judging by the reviews i have read from mnths ago till my exprience today.. onkly worker that seems to care is a supervisor in melbourne whos name was kiki... aint heard the last from this..
Smooth looking service, excessive charging after damage
TL;DR - They will try and charge you for full damages if the repair cost exceed the excess.
Prologue: We rented a Toyota Prado for a week. We took out insurance ourselves, not with Hertz, and were explicitly told at the office in Mitchell, ACT that the creditcard used for booking would be the card charged in the case of damage.
Act I: Unfortunately we had an accident on the 2nd day during our rental period. We subsequently returned the car and filed the incident report form with the extremely helpful customer service at Mitchell. We were exp...ecting to be charged the $6000 of excess for this particular vehicle on the spot and we had the money ready on the card. Instead we were told we would first get a damage assessment, and then we would be contacted by the Hertz office in Wodonga, Victoria, invoiced and charged. Act II: Through the Hertz online portal we received an amended invoice stating the damage charges, including the creditcard that would be charged, and otherwise no instructions. After a week goes by we contact the Hertz customer service through the e-mail address on the invoice. We receive an automated e-mail but zero follow-up. The phone number on the invoice turns out to be the Mitchell number, and they do not process invoices. We scour the Hertz website and find another e-mail adress, and contact that one. By now almost a month has passed. We use the Hertz receipts portal and see oddly that the invoice has been payed. Soon after we are contacted by a debt collector to claim not just the excess but the full damages to the car exceeding $13.000, no invoice, no details and we are supposedly expected to pay. We paid the excess and sent the debt collector back to Hertz. In Hertz' T&C it states that after they fail to charge your card for the excess they will charge the full amount. However, the total lack of communication makes it seems as if they didn't put any effort into charging us nor calling us. Nor did they provide us with instructions on the invoice. The debt collector said that Hertz even claimed to have sent out reminders, which was not true. Given that the damage excess would not even cover half of their costs, this seems like a sneaky way to default on their T&C so they can charge us with the full damage of the car. Epilogue: After paying the excess of the initial invoice, collecting all our emails, writing an extensive letter to Hertz (and their many confusing email addresses) and the debt collector detailing the lack of instructions, lack of communication, they dropped their claim. They couldn't refuse closing it off with an off-handed remark blaming us for using a general email addresses that were sent to a particular office located in city that was locked down due to the COVID-19 pandemic.
Toll fee scam - avoid this rental company
Rented a car at Brisbane airport travelling to the Gold Coast, was advised that I should add the hire car rego to avoid the $35 admin fee + toll fees. Checked the toll company to find that hire cars need to be registered 24 hours in advance to use your own toll account. Just another example of a dishonest company scamming the consumer. Avoid using this company.
Run away. Overcharged. No refund.
We used Hertz in Sydney in July 2020. The hertz rep told us to register on an app for city tolls. We did this and got charged appropriately. The next month we got a letter from hertz that they were charging us $80 for tolls (that we had already paid). We sent them our toll receipts and they refused to refund us. Total scammers. There is no phone number to call for resolution. Trying to contact ombudsman and ACC for criminal charges. Do not use this company. Budget rental gave us no problems last time we used them. I will never use this company again. Thanks for the stress and frustration hertz.
Terrible system, don’t book a car here
Made a booking for a car and was only made aware that digital licences aren’t accepted once I got to the desk to pick up the car.
Does not mention anywhere in the terms and conditions specifically that a digital license is not accepted. This was apparently something I was supposed to be aware of, driven hard by the tapping of the highlighted sign at the front desk by the attendant.
My only option was to make my way to the RMS to replace my license which was at an additional cost plus the waste of time it took.
I have rented cars from Hertz previously and am a member but this is the absolute last time I will be doing so.
Car Interior not cleaned and tank not full at pick up
Good resolution thanks Hertz -
Car collected Alexandria on Friday 14th for weekend drive to Berry NSW. Reservation J48402723F6. Not internally cleaned and only 5/8 full of fuel. Counter staff response underwhelming on both counts. On c;leaning: counter staff assured me they would let "them" know" - I assume "they" was the cleaner at the yard. Silly response really and no alternative available. I sanitised using wipes I was carrying and luckily wasn't travelling with family. On the fuel, I was told I could return it with the same fuel level but I wasn't going to take a chance of estimating at the bowser or the dispute at return. This review is here because the site feedback does not accommodate.
Cancel at last minute
Booked weeks ago to be told several days out from the booking that they now can't accommodate the booking. Was offered an upgrade to a vehicle that is not equivalent and does not have the requirements of the booking. Also last week they rang for payment details for pre payment and didn't bother to advise this then. Don't trust them to deliver, which makes them pretty useless for most bookings.
Received a car that doesn’t lock, is not comparable to my own car.
Vehicle was insufficient to needs, doesn’t lock and am looking forward to having my own car back. The car is small and smelt off.
The customer service was the worst I’ve ever experienced.
Crap, at very least this car needed a wheel alignment.
Look in reality apart from car was terrible to drive due to wheel alignment at very least it was ok. But my major complaint is that at time of online booking it doesn’t tell you the km limit. Yes I know these exist but it doesn’t tell you what it is until you collect car, that’s unprofessional. By then it’s too late, you have to take the car or pay for it anyway!
Rented a car from Darwin to drop off in Perth, everything went well until drop off.
My husband ask if there were any forms to sign etc and was advised no nothing. He waited for 10 minutes for me to collect him and we left. 4 days later I receive a call to say there’s a crack in the windscreen and we need to sign papers to pay for it. We absolutely did not have a crack in the windscreen when we dropped it off and we asked why it has take so long to let us know. The representative was totally unprofessional so we asked to speak to the supervisor...
- Verified customer
Great customer service & price; excess should be lower & notice if car booked not available
The store at South Yarra was super friendly and the pick up and drop off super easy. I thought the price was also very good and I got a great discount through union shopper. They were happy to extend booking at very low additional costs also.
I would definitely consider hiring again but was disappointed the Nissan I booked was swapped for a Mitsubishi without any notice as I was considering buying the Nissan and thus booked it. The replacement Mitsubishi was a very good alternative but I’ll still need to try out the Nissan as I wouldn’t buy th...e Mitsubishi. Also the excess was advertised as $4000 so I bought an insurance policy covering me for $5000 car excess privately beforehand. The excess was increased to $5500 upon pickup and hertz couldn’t explain or resolve this. That was also disappointing.
- Verified customer
Worst customer service ever
Rented a car from you guys yesterday, waited three hours on a vehicle. When I got to the location that I was dropping the car off we did another hour and a half to be told I have to go to another location. I have been hung up on by your customer service team five times this morning condescending talk, rudeness, arrogant behavior. Told me that I was not allowed to talk to a supervisor. Literally six phone calls later still have received nothing from your team. I will never rent a car from you again and I will recommend everybody go to enterprise. They actually have customer service there.
deceptive fee charging
Hired a car to drive from port mac to syd (one one). Expected that all costs associated with this would have been factored into the booking however despite the two locations being different and x amount of kms away from one another the original quote did not take any of the sneaky additional fees into account. Def wont use this company again, have never experienced this with any other car rental company.
Hertz - perfectly satisfactory
Customer service was polite and informative, the car was fine, I was charged as I expected, no hassles.
They also took the trouble to tell me the hours I'd picked meant I'd paid for an extra day due to two hours, so I had the option of reducing it by a day or making use of the extra day, which I did.
Stop passing the ball
Stop passing the ball and give me the refund!
Rent the car on the 30/5 at Wonthaggi and returning it at Clayton on the 31/5. Supposed to give me 160 bucks refund but wait for a week have nothing coming into my account. Called Clayton, they said cant do anything, call where they processed the application. Call Pakenham they said leave the phone number and name they will call back if anything, otherwise the refund been processed.
Waited for another week still nothing coming in my bank. Call up again meet the same guy he said call Clayton. I said...nah they said call Pakenham. Left my name n number again. He called back said the refund been processed on the 31/5. But there still nothing coming to my account. Again he said call the bank. Called the bank and they said there is no reason they just blocked any transaction without my permission so there nothing to do with them. Until now, I still have nothing coming into my account. Stop passing the ball and give me the actual money!
Hertz or should that say Hurtz
Absolute waste of money. $49 a day car rental needed to drive one way from Parkes To tweed heads. Returned a qld car for them and still charged 300 one way fee. Also charged 26cents a kilometre for extra kilometres over 200. All up cost $744 for one day. Not offered anything for returning your car for you. Will never use again and highly recommend any other car hire place
Questions & Answers
Why can’t Hertz Australia provide an etag in every hired car. Other companies like Thrifty always provide one. When I rented a car from Hertz the person who did the paper work specifically told me to have my own tag. I use E Way and when I login to my E Way account and try add a car it clearly says no Taxis no hire cars and no rentals. In such a case how am I supposed to pay for the toll without calling a number and listening to music for a very very very longtime. Also the Hertz web site says all cars are registered with RMS. Then why not give a tag in each car. Such a poor customer service.
Thank you for your feedback regarding your rental and toll options offered. We have now passed this feedback onto our product team.
Kind Regards Dane
REG 894-YEZ Rental agreement Dec 22 2019 - Jan 3 2020. I would like to know if there were any Toll Chrages for the above vehicle between the dates listed. I have already asked and have had NO REPLY. I have already been charged for damage $2219.97 that I allegedly done and also Location Fee of $167??? I do not want to be told I have Toll bill. as well if I do I need to know how to pay.The whole experience has been bad and I will never ever use HERTZ Rental again. I believe I have been scammed Insurance. Not happy
I’m not sure as they didn’t say. I lodged a formal complaint with Hertz over 2 weeks ago, but haven’t heard back.
Toll charges/invoices can take roughly 4-6 weeks from the date of return to be processed and come through to us.
If you have incurred any toll charges they should appear in the next couple of weeks.
Unfortunately we are unable to check this before to processing time I'm sorry.
Simply NOT Good enough. Why aren't cars fitted with devices that capture your tplls and is charged on retun of the vehicle like MOST other Rental companied? Don't bother so thinking I am done with HERTZ I still have a Toll bill to pay. So Disgusted with the overall treatment from this SCAMMING OUTFIT
Planning to rent with Hertz. Are you satisfied with the service attitude, queue time and condition of Hertz in Italy?
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