No cars available

Punti positivi: Umm. Nothing. There was nothing to like I didn't rent from them. I did however like the fact that I called Enterprise directly and was able to secure a vehicle outside of the Kayak Network for cheaper than Kayak quoted me .... On a vehicle that was nonexistent

Punti negativi: That Kayak reflected inventory that was not available and gave me false hope of renting a vehicle.

Promises, Promises

Punti negativi: I liked how comforting and reassuring the Hertz agent was on the phone when I called to say that my 9:30 PM flight from Newark to Indianapolis was delayed two hours and I might not be getting in until 2 AM. The Hertz counter in Indy was supposed to close at 1:30 AM, but the representative on the phone said “The agent will wait for you.” I said, “Really? What if they don’t?” But the Hertz agent on the phone insisted, “As long as they have your flight info and know your flight is delayed [they did], they’ll wait for you.” My flight landed at 2 AM and I ran downstairs to the Hertz counter. I was there at 2:10...but no one else was. I called the Hertz number and spoke with an agent who said, “They’re supposed to wait for you,” which, of course, I already knew. They didn’t. I waited at the counter for 45 minutes (this after a grueling journey that began on the afternoon two days earlier when I went to the airport to catch my original flight, which ended up being canceled) and then took an Uber to my destination, an hour away, in Lafayette, IN. When I called Hertz the following day, my call was routed across the world to a person in a far-off land with a thick accent, who repeatedly read the words he was instructed to read: “Yes, Daniel, I understand you had a problem and I will try to get it resolved.” But he kept asking me if I wanted to change the location or time of my drop-off. He didn’t seem to understand when I kept telling him, “I don’t have a car to drop off!” I asked to speak to a supervisor, but the supervisor was also an outsourced employee who had a hard time with English and was only reading the words she was told to read to the customer. I was finally able to extract from her that I needed to call a different number to speak with someone in Hertz Customer Service. (Why didn’t they tell me that to begin with?) I called Customer Service and at last spoke with an English speaker who understood the problem. I’m only asking that Hertz cover the difference in cost between the car rental and the Uber, which was about $37. We’ll see. There’s an official “case” associated with my issue, which is being submitted for review.

Punti negativi: They didn't honor my reservation. Why do you even offer them as an option???

Debit card and insurance problems

Punti positivi: The staff there was very friendly and had the patience to explain the whole policy of Hertz.

Punti negativi: The website did not tell me the fact that Hertz does not accept Debit card for car rental. Moreover, I had bought the insurance on the website (Allianz Global Assistance), but the staff in Hertz told me that they do not accept other insurances except their own insurance program. Therefore, I had to use my credit card to buy a new insurance and then canceled my the insurances I had bought on the website by phone. The whole process was very annoying.

Wrong location and no car.

Punti negativi: I booked a rental for the airport, but they didn't have it when I showed up. Apparently, they were oversold, so they rerouted my reservation to a location 15 miles from the airport. Unfortunate, but I needed a car and there wasn't another available from another company. So I took a Lyft to the other location, only to be told that he had given my car away, because I was more than 30 minutes past my pickup time. This despite the location change, and that I was picking up my car 33 minutes after my pickup time. He did happen to have another of the same car, but for some reason this one required an upgrade charge and mandatory "optional" insurance, even though I provided proof of my own insurance. Bottom line, it cost me over an hour and more than double the price I reserved.

Poor Job by Hertz and Kayak

Punti negativi: Per the rental agreement the car was to be picked up at 12:00. We arrived at 12:00 to get the car and the Hertz facility was closed. They had closed at 12:00. Doors were locked and no one was inside. So we contacted Hertz to find another location. Hertz offered no resolution to the problem. Their reason was that because we had used an outside booking agency (Kayak) we would have to go through them. Kayak told us we would have to go through Hertz. We where to be leaving for vacation that afternoon and had no time for these games. So we had to use a different agency. We had to get a car from Enterprise. Contacted Hertz for a refund. We then got the run around about how we needed to be refunded by Kayak. Contacted Kayak and they told us we needed to get refunded by Hertz. After multiple phone calls we where finally refunded our money. Horrible customer service and because we had to rent a car from another rental agency last minute the price for the car was double what we had planned on spending.