Hertz

Definitely was surprised when the insurance cost ended up doubling the prize of the rental - which wasn't mentioned at the time of booking the car at the location but the next day at the time of pick up and pay. On the other hand they where generous with giving us two extra hours at the end of the rental because we were running late. They also gave us a free upgrade for a better car.
8 years ago (03-11-2017)

I received a courtesy car through hertz, terminal location, while damage to my own car was being fixed. they were nice enough, but did not explain that the extra coverage was optional. In fact it was not explained clearly at all. He basically said, "there is a charge for this car of this much per day". I thought he meant that was what the car cost, and I didn't really care and said "sure I accept" because it was a courtesy car covered buy my insurance. It was not explained that this was in addition to the cost of the car, or that this coverage was optional and that I could say no. I thought I was saying yes to renting that car. So, although the guy was nice enough, he communicated poorly, plus he had a pretty thick accent which made anything he was saying hard to understand. When I called to question the charge, they said that since my file was closed they couldn't do anything. I said that the charge didn't show up on my card until after the file was closed, so there wasn't really a chance for me to contest it in time, but he was unhelpful at this point. I'm not sure i'd go so far to say this was a scam (even though that is how it feels) but as a person who handles processing of payments, I think it's really important to make sure customers understand what they are being charged for. They need to communicate better that this is a) an additional cost to be paid for by the end user and b) optional.
8 years ago (17-10-2017)

Stay away. read carefully when you asked you to accept terms and conditions. they ask you to sign extra coverage without telling you. robbed me $132 for unwanted extra coverage.
7 years ago (01-01-2018)

WORST CUSTOMER SERVICE AND CROOKS. Poor english. Took me 15 times to spells my name on the phone for them to figure it out. Couldn't find my reservation (after it even happened). Doesn't accept having insurance on a credit card. Wanted proof. Forces customers to take insurance. Charged my credit card 300$ for a few hairs I missed from having a dog for 15 mins in the car. Could've been easily vacuumed. Never has this happened anywhere else. Just horrible customer service. Not customer centric. Just robots repeating the same thing over and over. Budget, Avis and pacific car rental are way better and have better customer service. Stay away. They're crooks and idiots.
8 years ago (23-09-2017)

Everything about the rental was good aside from after I returned the vehicle. When I picked it up I did a walk through with the rental agent to note any existing damage. It was raining, so the windshield was difficult to see any chips. We both noted that it looked good. The next morning (less than 25kms later) when the rain had stopped I noticed 2 large chips. I returned to the renting location to point them out and the rental agent was very good about it. He looked into the previous rental and told me that these chips were already noted from that rental. So I went on my way (after having him note the damage and initial my rental agreement.) When I returned the vehicle a week later the rental office was closed so I dropped my keys in the drop box. After waiting 3 days I still hadn't seen the rental charge on my credit card, so I called them. Apparently due to the long weekend they still hadn't had time to process my return. I was told I'd see the charge go through by days end. I called again the next day and they again said they hadn't had a chance to process it, but again, it should be complete by days end. I received a call a couple hours later stating that there were rock chips on the windshield and that I would be responsible for the damages. I explained to the agent on the phone that they had been noted on the previous rental and she said she would look into it and call me back. Still no charge posted on my credit card. Hours passed so I called back. This time I spoke with someone different. I had to explain everything to him again (including the rock chips) and he also said he would look into it and call me back. 2 hours later I finally received a follow up call saying that the charge had been processed and that the rock chips had been from a previous rental. A receipt was emailed to me and the rental was concluded...5 days after I returned the vehicle! My concern is that had I not returned to point out the rock chips I would have been charged for the repairs. I am concerned that multiple renters have been charged for these same rock chips without the repair actually being done.
8 years ago (29-05-2017)