Our passenger door didn't open from the inside, so we had to roll down the window and open from the outside every time we wanted to exit the vehicle. We tried to call the branch twice and got a busy signal.
The car I received had been used by a smoker, even though all Hertz cars are supposed to be non-smoking. It was turned over to me with the front seat passenger's seatbelt wrapped around the headrest. The Hertz employee spent about three minutes trying to release the seatbelt, and then told me, "You will have to YouTube it." The passenger's seat could not be used. It took me about an hour and a half to free the seatbelt, including YouTube and other web research. Regarding the smell of smoking, I called Hertz after I arrived at my destination. They recorded my complaint, and suggested that I buy a container of spray deodorizer. This did not solve the problem. The day after I returned the car, I received an updated invoice, charging me $400 as a smoking fee. It took about an hour on the phone to get this charge removed, including the holding time and the many minutes necessary to get through the AI customer service preventer.
Hands-down the worst experience I've ever had with car rental. Booked the car in the morning from my hotel room. Took a $35 Uber ride over to the location. There's no one there. Sat around for 10 minutes until someone showed up, took my name and told me there are "no cars available". Even though I had literally just booked one an hour ago through the website. He said it would probably be at least a couple of hours before they got any cars. Suggested I try moving my reservation to the airport location instead. OK.... Could he do that for me? No -- apparently I have to call the 800 number. Call the number. Get stuck speaking to AI, which refuses to let me speak to a person, no matter what I do. Eventually the AI bot tells me I can't change my reservation because it's past the cutoff time. So I hang up. I then ask the guy at the desk if I can just cancel. He says, sure, but you have to call the 800 number, because he can't cancel for me. (Apparently Hertz has never heard of this thing called computers). So I call the 800 number again. I ask the AI bot to cancel the booking. It tells me that it can't because it's past the cutoff. Eventually get through to a person, who cancels it for me. Then have to take ANOTHER $35 Uber ride to the airport, to see if I can rent from another company. Total waste of an hour and a half of my time and a lot of my money.
The car that I was given was dirty and Ws nit to my standard. Not only was it dirty but also was using more gasoline than anticipated. It drove like n old vehicle I tried to change at the airport location since the downtown had close early. Thrvtrest ent I experir ce was horrible from an agent and Lala. She was unprofessional told me I had to wait.30 minutes. An hour sent by and she refuse to give me service. She kept bfudhing me off told me I was not platinum and get seek g everyone but ne. There are 2 other agrnts they told me I had to see her but she refuse to give md service. After back and forth another agent sas me and gave the exchange. It took over 2 hours to exchange a csr with no long line. This ssx a terrible experienceand I don't hnink I will ever rent from Hertz agsin . Just because I was not platinum I cold not get service? I had hold ststid which ghry claim hsd expired. So now we don't see individuals as customers? All shod be treated with dignity and respect. The Maplewood Cleveland airport was beyond horrible. The downtown location wss where I was given dirty old car.
The courtesy driver to the terminal was excellent!!
The employees on the lot were very helpful, courteous and proffesional.
