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September 2024 by Hugh Murat
I had two goals when renting a car in July from Hertz - 1) rent a car, and 2) that car was a Model 3.
I'd booked a Model 3 in December 2023, and when arriving in July 2024 to pick it up, was told simply and rudely, "we don't have any". After a few moments of stunned silence and the question of "so what do we do now", we were told to pick something from out there.
This was made a little extra frustrating because for about two weeks, we'd been receiving daily emails from Hertz about "how to prepare for your Model 3 rental".
We landed on a Polestar 2, which was dirty. Didn't really notice that until we got outside into the sunlight. Calling around to all the different Hertz's in the area, nobody else had any Model 3's either to help with a swap. While the Polestar was a good car, it doesn't use the same chargers so I had to figure out new charging locations and apps on the fly. Certainly led to a little more stress than I was expecting.
After our trip, I reached out to Hertz Customer Service through their webform and after waiting a couple weeks, they got back to me and offered me a $75 discount that would expire in December (in four months).
This doesn't help me get into a Model 3 - I'm not that frequent of a traveler, and the discount value doesn't cover the cost of a single day's rental.
With many car rental options out there, I'll be shopping around.
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September 2024 by Mark Vechiola
Super easy and the entire staff treated me well.
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September 2024 by Rebecca Temime
We had reserved a premium vehicle months in advance and paid $1500 for the rental. When we arrived they refused our debit card and demanded a credit card, which was not mentioned when booking. Luckily, one of our friends had a credit card, but when we wanted to just change cards, the price suddenly increased to $4000! No clear explanation, no solution offered, just unpleasant and obnoxious employees, who made us waste more than three hours in the airport without trying to resolve the problem.
The worst part was that after calling Hertz customer service, they were able to change the reservation name and card within minutes, while still keeping the original price of $1500. How can we justify such a difference in treatment?
When the car was returned (cleaned and professionally cleaned) an additional $200 was also taken without any justification, we dropped the matter...
Frankly, I strongly advise against this agency. The lack of professionalism and empathy from employees is simply unacceptable. If you have the choice, go your way, the agencies next door were much nicer.
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September 2024 by Fatemeh Tabatabaei
Terrible!
Never try Hertz Logan airport.
They do not know what they are supposed to do.
Initially, they were charging me excessive amount because they could not understand that my reservation should be for 24 hours, not 2 days.
The car was dirty. They did not botter removing previous renter's stuff. Even his rental document was still there.
When I returned it, they told me to just leave it there and that is fine. But when I got the receipt, they charged me for 2 days because the employee checked the car the next morning!
The worst experience ever!
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September 2024 by Srikanth Jagannathan (Sri)
Having traveled from long international flights, I had pre booked a rental car and finished all the paperwork online. By uploading your license and your selfie picture, you don’t need to stand in the line and can go directly to the garage and pick your car from the mentioned spot.
Being the first time to do so, I did not know where to go or how it works, there was no assistant near the counter who could answer my question and all the counters were busy assisting customers. I did not want to stand in the line and hence had to check with one of the front desk agent. He was so rude and not at all friendly. I took permission of the customer before asking addressing him to check on my stuff. He was very rude and not at all friendly. He asked me to stand in the line which I didn’t want to do because I had finished all my paperwork well before. What is the point to finish all the paperwork and still stand in the line. Hertz need to think and come up with better process to help customers like us.
I think Hertz should have some kind of assistant who could just help address the queries. We were already so exhausted and this stress was unnecessary.
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September 2024 by Christina Mulligan
Avoid the Hertz Gold Counter at Logan at all costs. Worst Hertz experience we’ve ever had. They’re just really awful.
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September 2024 by Wade Ahlstrom
Website gladly took $1000+ payment from my credit card weeks ahead of our trip. Upon arrival the Hertz desk told us they couldnt give us a car because the credit card we paid with didnt match the name of the driver. If I can't pay for my husband's car then the website shouldn't take my money. We were stuck sitting in the airport for hours on the phone because the help desk was useless. Do not use Hertz if you actually want to get to the wedding you are trying to attend. They are unreliable.
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September 2024 by Thiago Martins
The facilities and car were good. Agent Kay however was unfriendly and rude from beginning to end, very unfortunate and unprofessional, not only to myself but other clients as well.
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August 2024 by Chelsea Taylor
Rude front desk for Hertz Gold and no SUVs where were were told to go choose a car after we paid for an SUV.
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August 2024 by Ariel Vargas Landin
Dropped-off the car w/o waiting for an agent because the car was in good conditions and I am a Gold Member but later found out that I was charged $445 extra due to "windchill damage" which is not true. Lessons learnt for me but be aware of this fraudulent activity.
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August 2024 by Sojo
Why they don’t answer the phone locally?
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August 2024 by Melissa Kale
Absolute worst car rental experience. Will never rent through Hertz again. Would leave a zero star if it would allow. Barely any cars left, huge line to get out of the parking garage that took over an hour with one attendant working the parking gate. Turned car back in and was charged $300 for mileage fee on an unlimited miles reservation. Customer service indicated it was “unlimited miles in excess of 800 and we started car with 2200 and turned in at 3000” which is not in excess of 800 but 800 total. Luckily we had our receipt that stated unlimited miles (no exclusions). They promptly issued a refund once they realized they were caught. Absolute predatory behavior and will ensure no one I know ever rents through them again. KEEP YOUR RECEIPTS WHEN YOU TURN IN YOUR CAR so they can’t scam you, too.
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August 2024 by Greg P
Avoid Hertz if you value your time, money, and sanity.
I had a terrible experience with Hertz. I tried to extend my 1-week rental by 5 days, but my $280 rental suddenly jumped to $1,926 for those extra days. The customer service was a nightmare—I was hung up on twice by their automated system, and when I finally reached someone, they couldn’t help and told me to call Boston Logan Hertz.
After a frustrating runaround with more unhelpful phone systems, I was told my bill was now $900 because I supposedly picked up an SUV from the President’s Circle section, which I’ve done for years without any issues. It feels like a bait and switch—choose a car from your assigned section, only to face hidden charges later.
To top it off, I’m in Boston caring for my elderly mother post-surgery, and now I’m expected to drive 2 hours round trip just to resolve this. This experience has been beyond frustrating, and I highly recommend using any other company.
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August 2024 by Kalea
I was going to miss my flight but Bobby & Mohammad We’re super accommodating and drove me to my gate after I dropped off my rent! Amazing customer service
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August 2024 by amy peters
The checkin process was frustrating. We didn’t want to add any extra fees to cover the car and told the associate we will accept liability. She said that someone has to cover/insure the car. I said again that we don’t want any extra fees and will accept any damaged. She said we had to get insurance so we paid for the basic package that includes LDW and road side assistance. I didn’t want this. My rental car cost went from less than $400 to $851. I have never been to a rental place where they say you have to insure the car. It’s ridiculous. Don’t want to use hertz again because some people are on a budget and cant afford an extra $400 to pay. I’m highly disappointed.
Next part, they were really confusing about what rental car we can get. They told us to go to the garage but we didn’t know what area we could pick a car from. Took us extra time to find someone to ask in the garage.
After you have been up since 3am, you just want to get going and checked out. I didn’t check the car and apparently a brake light is out. We later got pulled over by an officer for it. Thankfully the officer was understanding and it was a nonissue but it slowed down our travels and made us late for an activity we were going to.
