Hertz247 Reviews 316

Van was not roadworthy dangerous condition no abs no hill start working needs oil change handbrake not working van was a mess for a 71 plate transit van

I couldn't get the van to start and called the customer service number, took about 20 mins to get through but the man who answered was so friendly and helpful. It was very reassuring. Again, when I called up a few days later to ask for a refund for the late charge due to the van breaking down, the person I spoke to was very kind and helpful. The app is pretty bad, but at least the people on the phones are super helpful and friendly. Thank you!

i book a van on the 27th november ref skder2411213134 10am till 2pm however the van was not there i rang customer care asking were it was a few mins later i was told the van had broken down with a puncture i was asked if i could wait till 11am and would receive a £20.00 discount although i would lose one of my lads helping me , i agreed they then change my rental time from 10am to 11am. , the van came back at 10.50am , i asked the driver about the breakdown he looked confused and said he had not broken down and he went on to tell me that he had booked his van from a different location costco derby for 7am till 11am but he received a call the previous evening telling him is van was no longer available at his location and changed the van pick up to my location storage king derby , knowing they were running into my booking time at 10am not only did they lie about the break down, they never honoured the £20.00 discount of my bill . so hertz how about doing the honest thing and pay me the discount promised

We thought the rental was going ok until we needed to extend for an hour and couldnt. This resulted in a £35 penalty which defeated the object of booking a cheap van! Dont bother with Hertz as there are hidden extras. You are better booking a decent van with an independent company!

We needed a transporter to move some furniture. After three days, we were able to book one. However, the transporter was not at the location where it was supposed to be. When we called customer service, they were impolite and disrespectful, offering no explanation or alternatives, and just said that "the transporter is not available". As a result, we had to cancel all our moving plans. Hertz is definitely not a reliable company.

I used your app to hire Vans for the past 3 years without issue on your old version of the app.
Now youve upgraded to the new app it says your account is under review. Rang customer service and they say I have faied their checks.

Very confused as used your service at least 20 times without issue. Really like using the service.
Customer Service claim they have no clue why this has happened which isnt useful at al plus there nothing they can do..

POOOR
POOR Pooor

It took us almost an hour to get into the van, tried to find a contact number but each one we rang was unrecognised !!! An absolute shambles and will never use again 🤬🤬

Absolutely disgraceful service. My husband had to cancel the booking a day before we needed to use it as payment would not go through. We tried four different bank accounts with all being declined. After my husband got through to customer services after waiting 30 mins for the second time. He was told it was a problem our end and to try another card. He tried and still declined. Customer advisor still not accepting it’s a fault their end. Booking cancelled !!

Booked a transporter via online for the next day from Ikea. After booking, I was asked to validate my ID, driving license etc. Fine; completed that as well. All ready to bring the big wardrobe home.

Next day at the time of picking up the Vehicle, I opened the app, completed every formality like taking pictures from all sides and then it says your license is not older than one year and you cannot drive. Bang!!! Why are you telling me now? You had enough time before, you verified my driving license and a green mark appeared on the profile. If I am not allowed to drive, you should have told me then and not at the spot, after making me take the pictures of the van. I talked to the customer care and was asked to send an email with my foreign drivers license translated to German. I did that and in some time later I get a response in my spam asking "To which company you belong to?". 1st bad experience.

I returned home in desperation but also glad that the pessimist in me did not decide to buy the furniture first and then pickup the vehicle.

Next day an email came from customer service that the case is closed and if it is not so, respond to the email. I replied and no response.

I sent a new email with two questions. Answer came for the first without much explanation. I asked about the second and there is no response later.

Finally I am done with them. I am only surprised that they are still in business.

Absolut not to recommend!!! Tried to use a car at Leroy Albufeira. Car not startable, tank totally empty, no Hotline reachable and have to hire another car. Hertz will not return the charged money for 2,5 hours which you have to pay before opening the car. Worst company ever!

Do not use worst rental experience ever.

Booked a van from IKEA , website was buggy and we struggled to even get through to book a slot. When we did I was forced to download the app, to get access to the vehicle. The app is equally awful with no clear instructions and having to repeat the inspection multiple times to be able to progress open the vehicle.

At no point in app does it warn you car locks after 2 minutes and how to restart the car via app. Luckily we didn't leave phone in van.

Then after 15 minutes use we returned van to car park only to not be able to log it as returned and end rental on app as it went around in circles. Rang help line 80 minutes later they picked up!!! We only rented for an hour.guy on phone obviously knew common issues and wasn't bothered. No sorry for your wait or anything. No customer service.

Will NEVER use again. Not worth money.

When I returned the vehicle after using it for 12 miles I was told (electronically) that the fuel level was under 1/4 full ....... it wasn't. Nevertheless, I drove to the nearest petrol station which was less than a mile away and put £5.00 of fuel before travelling, less than a mile back to the B&Q drop off point. I later discovered that I had been charged a further £5.00. My email to them on 14th April was completely ignored. A follow up complaint on 25th April remains unanswered. Absolutely dreadful customer service from this company.

Thief company , ph not never pick up , rented van from hertz hayes costco given back van with same amount of fuel when returned but hertz thief peoples take money for the fuel double the price of market rate fuel emailed 10 times no reply dont no call avoid renting from hertz every time email hertz got reference no but they never reply never ever rent from hertz thief company and staff

It's still utter rubbish, you can't even change your password now, previously it took almost 12 months to update a Driving License, who runs the company and have they completed their GCSEs yet?

A palatable idea ruined by incompetence

Awful experience just now. Came to pick up a van today - van wasn’t here, registration docs weren’t validated. Although the app said the vehicle was ready the vehicle in fact wasn’t. So the booking was cancelled and my weekend has been destroyed. Hertz has to be the worst company I know to date.

I booked a Hertz van to collect at 10 pm and drop back off at 10 pm the following day. After making my way to the car park to collect the van the code did not come through. I could not get any help with this over the phone. When I did get a reply the lady was distracted by her children and put the phone down. I did not use the van and had to change my plans. I have been charged £75.00 for this although I could not enter the vehicle, in actual fact the code came through the following morning which was of no use to me. I have failed to contact customer services and have left two messages via email with no response.

I first thought it's a great idea to rent a van get my order home from B&Q. Going through their slow dated website (like those built 20 years ago), submit all my information, got couple of emails, then no contact since. After read other reviews, I cancelled my membership immediately. I am sure it's going to be a nightmare when comes complication of rental.

I provided my driver's license and my picture but they were not able to validate them and therefore suspended my account. The customer service just says it can do nothing about it. It's a rubbish process and it's the first time I couldn't rent a car.

My experience with Hertz 24/7 has - so far - been more positive than others have indicated:

Positives:
It has been really useful on three or four occasions (during a stressful home move) to be able to collect a transit-sized van at short notice to move belongings between locations that I did not have time or space to do by car.

It is helpful to be able to leave my car in a large and secure car park while using the van.

Obviously, access 24/7 can be really helpful on occasions. Less constrained by staffed opening times for either collection or drop-off.

The cost for a relatively short booking (e.g. 2hrs) and travelling locally seemed reasonable.

After initial setup, the booking process has been simple. I've done some bookings via the web site and some via their mobile app.

Beyond reporting some very minor possible cosmetic damage on my first collection, I didn't have to interact with customer support at all.

The system - when it works - is super convenient.

Being able to do all the admin in advance was really helpful in my particular case too.

The van was reasonably clean and in very decent condition.

They leave a fuel card in the vehicle, so easy to leave the vehicle with sufficient fuel (they ask you to return it with at least quarter of a tank ready for the next customer).

Negatives
The initial sign-up process is a bit of a faff. I can't recall specifics (it was five months ago now) but do recall finding it a bit awkward.

Not sure what the £5 annual fee is all about. Obviously, it can be cancelled any time if the service is only needed once or for less than a year. Seems an unnecessary hoop to have to jump through.

Unlocking the van was a bit of a palaver on three of the four times I've hired one. The keypad was awkwardly-placed on the windscreen and the buttons often seemingly intermittently unresponsive. It took many, many attempts (in the cold, dark, drizzle) to get the door unlocked on multiple occasions. Some clearer instructions might help, or perhaps some more obvious feedback when each keypress has been successful. There was an unlock option in the app but this only worked for me on the last occasion I hired.

Some instructions on how to access the fuel cap would be helpful for those of us unaccustomed to operating vans.

It's not true 24/7 - at least, not at the branches nearest to me. Closed 21:30 - 02:30 Mon to Fri, 20:30 - 02:30 Sat and 17:30 - 02:30 Sun. Not sure why access is fine at 2 or 3am but not at 11pm.

Van was not in the designated pick-up location on one occasion, although this was likely down to the previous customer rather than Hertz. Found it around the corner, so no great shakes but did mean eating a little into my tight hire window, as i had assumed the previous customer was just late in returning it.

Defective vehicle, both rear lamp clusters smashed so illegal to drive.
Overcharged for early return.
Warning message about servicing on dashboard.

Terrible customer service, when I questioned the above, they lied about my acceptance of the vehicle, saying I 'Insisted' I took it when in fact I was very reluctant to do so.