The Hertz Corporation Reviews 

Booked a van for 9am Saturday to move house. Got a voicemail at 6pm Friday telling me they've cancelled the booking. No attempt to resolve the situation, no apology. Disgusting.

Edited to add: there is no way to contact them. Their phone line plays an automated message directing you to a live chat that doesn't exist on their website.

Booked a car in Brighton to travel to a long-awaited medical scan and then to a wedding in the north of England. They moved their HQ to a different place miles away without telling me. Instead they confirmed the pick-up point two days beforehand via email, the wrong pick-up point! After wandering around trying to find them, had to ring a friend to drive me 15 miles away to medical scan. I was then late getting on road for wedding, caught in traffic. Unbelievably stressful. I requested a refund. They apologised and offered no refund or part-refund, instead a total of 750 loyalty points (less than a day's rental) which felt insulting. Two further emails were completely ignored. Customer for over 15 years, have only ever used them for car rental. Never again. How not to do customer service.

When to pick up the van, to find out they had cancelled my booking whilst on my way to get the van.

hired a van for 2 hours to turn up and the app gives no access to the van so contact customer service via chat and they gave me 2 different numbers and neither worked and then they just ended the chat and said hope you have a good evening !!! how Bloody rude and unhelpful after wasting 50 mins trying to get to the bottom of why I cant get the van accessed,
the customer service operators really didn't want to help or couldn't help and I'm still no wiser with no way to contact anyone to get this resolved and no doubt it will still charge me even though I never started the hire, it really has put me off hiring any more from them after this as the whole experience and let down just did not have to happen. so p1ssed off

The app to unlock the van is pretty much useless so trying to unlock the back doors or side doors is nightmare everytime you want to do this. The van i got as soon as I got it was displaying replace oil light. Then halfway through the rental the battery light came on the van on at least 5 occasions took numerous attempts before starting. And the deposit I paid has still not been paid back to me after almost a week since I rented the van. Their customer service is appalling and useless. Do yourself a favour and do not rent a van from hertz.

Poor customer support. Overpriced. Just use a different company. Their 247 app has no phone support for customer service so if you have an issue trying to start a rental then you'll be waiting an hour before you get a response from them.

subscription charges with no notice to cancel won't deal again ever, regardless of convenience. feels like a scam, looks like a scam. very clever way to lose customers, very clever

First experience booking with them, they just cancelled it for no reason leaving us with no van for our house move lol. Customer service said they don’t deal with anything app related.

So I read all the previous reviews and still went ahead with the booking, despite low expectation.
This is 2 reviews; one for the app (2-3 star score) and the other for Hertz customer experience. 5 star score!

App - Registration was fairly painless. Using the app however was clunky. Firstly the van location would not re-direct to my chosen navigational app (google maps). ID recognition was flaky and I had multiple attempts in different light conditions at winking for the camera (as requested). None of the "insert additional comments here" boxes accepted text. The app uses huge amount of battery as it requires full location and Bluetooth continuously.
This was used on an iPhone 15 pro using iOS v18.5

We collected the van at the agreed time & location. However the previous kind soul who hired the transit van had left it full (floor to roof of van) of old wooden fencing plus the saw they had used to cut it down. So we had to use the app to contact Hertz support via chat. Surprisingly; the response was very quick and after 30 minutes we had another van allocated and everything was put right. The chat ended twice and we had to deal with multiple support agents but they were very professional, understood our situation and put things right quickly. I have only had the costs for the replacement van which was 5 days ago. Well done for customer support Hertz 247 app team.

So overall score 4 out of 5 as the crucial part of the app worked (the chat box). I would recommend using this for short journeys as per other reviews as there is a mileage charge (UK). On a positive note, you don't have to pay for fuel. it is included.

Stay away from Hertz! I returned a fully fueled, undamaged and very clean vehicle on the mutually agreed upon date/time. In the days that followed, Hertz put on my credit card charges amounting to over $1100. I was fraudulently charged for replacement for a windshield $500, a cleaning fee of $500 and fuel charges. I then received an additional bill of $825 for repairs!
After admitting there was no incident, they agreed to refund my credit card $1000. They only refunded $261 and then said case closed.
My case is not unique, a search of Hertz fraud showed a great deal of these cases.
They are dishonest and unscrupulous. Shame I have to give them even 1 star.

Do not use Hertz van rental if you can avoid it. Don’t get caught out like I did. They work out to be extremely expensive because they charge 29 pence for every mile driven. There is no daily mileage allowance. Many other companies have a 200 mile allowance and then charge about 20 pence for miles driven over the 200 miles. Not so with Hertz, they charge for every single mile you drive. That’s on top of their hourly hire charge rate. The annoying thing is that the per mile charge concept is hidden, I only found out the charge when my invoice was sent following the hire. Try searching Google for Hertz mileage allowance or Hertz charge per mile. I don’t think you’ll find it. It’s hidden, difficult to find, very covert. In my opinion this is an unfair practice. Why they are not transparent is obvious - it’s because they would be clearly shown as being very expensive to use. As I say, don’t use them without at least first looking for an alternative.

Would leave 0 stars if I could.

One of the worst companies I’ve ever had the displeasure of dealing with.

Support are utterly useless, unable to assist with registration. Told me I have failed ID checks (I have provided all the correct ID). Would not assist further. Told me I can’t hire a van with them.

In the next sentence they told me they had logistical problems in my area so I couldn’t make a booking.

Which is it? Logistical problems? ID check problems? Why are they unable to assist a customer who’s willing to spend money with them? Joke a company, going to Enterprise instead.

The app didn't allow me to start vehicle, problems connecting. Took me 20 mins to get it going. 1 hrs rental, tried extending had errors, then got charged £34 for late return. 15 mins ! Never again..better to go enterprise, collect vehicle without the headache of the app. Ended up paying £53.90 for 4 miles.

Terrible. The app is quite literally unusable.

Rejected my application multiple times. Spent an hour trying to find a contact number. Ended up calling a depot who said they have nothing to do with 24/7 app but did have a central number. Called that number, the person I spoke to signposted me to... the app.

The app customer support is clearly automated AI and if the help they provided was to send me an address to send a letter to ask for reasons why my in date, valid, over 25 years old, full driving license was rejected.

I cannot stress how terrible this service is. My partner and I needed a van at the last minute to move house due to a company letting us down at the last minute and this app has put us back several steps now.

The email response I had even acknowledged that the 24/7 app is an unmanned app. So it begs the question - what is the point of this app if you just can't use it the moment you encounter a problem?

Do not recommend. At all. Ever.

Utter rubbish.

Turned up with 25% on my phone and spent 25minutes trying to access the van.

Continuous connection error messages and suggestions to use aeroplane mode despite having 5bars and 4g.

Spoke to support whose only suggestion was to close the app and try again. No help at all.

Had to go home and get a battery pack for my phone because it had died. Spent another 20 minutes of trying to take photos of the van with continuous connection error messages before the app crashed and opened on the selfie page then the signing page.

What was meant to be a quick trip turned into 2.5 hours of wasted time. Moving time was 30mins and i've now received a late fine despite driving 10miles on an hours rental.

Avoid at all cost!!!

Just went to pick up a van to collect a sofa. Van was dangerous and not legal to be driven on the roads, flat tyre and just in very bad way. Customer service cancelled my booking not even an apology. Waste of time fuel and now I've lost the sofa. How are these still able to operate??? Disgusting service all round.

The van was not road-worthy: incomplete wing mirror (large section of mirror missing) and indicator on wing mirror smashed. Not to mention the big dent in the side of the van and small panel missing. Best they could do was full refund (well obviously!!!) and £20 voucher. Fortunately we were able to reschedule a collection of furniture, and went with our usual provider who also offer an hourly van hire (which I didn’t know about). Begins with E… Won’t be using the £20 voucher: will be using the competitor from now on.

Was dubious after reading reviews about hertz but was limited for choice because of age. Went ahead with my first hire with them and I have to say had absolutely no issues. The van had damage but it was all accounted for and logged on the defect sheet in the glove box. As with any hire vehicle I would definitely recommend taking a quick video before you sign the agreement to document any damage before you take the van. They charge 35p a mile so preplanning your trip is a good idea. Anyhow skip to present day and I have rented multiple different vans from them all without major issue. Refunds for fuel when the fuel card is missing or the pin is incorrect are speedy (provided you don’t exceed £50). The customer service advisors are helpful when you have any queries regarding the vehicle or rental and if you are short on time you can extend your booking in the app! What more could you wish for! If your going longer distance it maybe best looking elsewhere because of the mileage charge however for journeys that aren’t so long it is ideal. Most vehicles are near enough brand new ranging to 5 years old ish. As with any hire vans most have the odd bump or scratch but in my experience there has never been anything major! Highly recommended.

Booked a Mercedes Sprinter and when I went to collect it I found that both front tyres were entirely bald and cracking, the centre brake light was hanging off and a bulb inoperable (only one working light remained), and the driver's door doesn't shut!

Had to return the van without being able to use it.

Ridiculous that no one is checking the vehicles that they provide.

Go to other companies that don't charge "mileage fees" of 35p/mile, a £5 "membership fee", and also provide an actual fuel card to use as advised in the agreement!

on the face of it, this is a great service, really easy to use with good use of tech at a reasonable rate and convenient for short hires especially.

However.....I recently rented a van to help my father move home. The van looked like it had been hit in the passenger side by a tank. The sliding door was so badly damaged it wouldn't open at first then with a bit of force it came open but was dangerously hanging off the rail. we had no choice but to use it based on time frame and lack of available vans elsewhere so we were limited to loading via the back doors which was a massive inconvenience.

Customer Service is non-existent. The number provided just rings through....no queue, nothing just rings and rings and rings with hold music. I must've tried for 2 hours over the las 2 days to get through....nothing. I've emailed too....nothing!

what a joke and what a shame as otherwise its a really great service but renting out vans that are dangerously unfit for purpose is shocking!