Reviews indicate a clear pattern: many customers experienced unexpected charges (membership, fuel, damage, mileage) and slow or inconsistent communication when disputing bills. Several reviewers advise documenting mileage, fuel level and vehicle condition at pick‑up and return, and to get charges confirmed in writing. At the same time, a smaller number of reviews describe efficient, helpful staff and smooth pick‑ups, showing service can be variable by location or agent. For consumers, verifying pricing and taking timestamped photos, keeping receipts and checking membership terms before travel can reduce the risk of disputes.
Examples from available reviews (Aug 2022 – Feb 2026).
Hertz provided friendly, efficient service with a well-maintained car.
“Hertz provided exceptional service that exceeded my expectations.”
Upfront 'fuel deposit' included extras and significantly increased final cost.
“My £30 great deal car ended up being £110.”
Locked out of rental with no support and refund not received.
“I was completely locked out of the vehicle and the Hertz app”
Charged £100 for charging despite returning car fully charged; poor handling.
“charged me an additional £100 for charging the car!”
Staff reports vary: several customers cite unhelpful or inconsistent desk agents and disputed damage claims; a minority praise specific staff for helpful service.
Many reviewers report unexpected or inflated charges (damage, mileage, fuel, membership); a few mention good initial rates but final costs rose.
App and check‑in issues appear repeatedly: users describe lockouts, missing chat support and confusion over digital licence acceptance.
Few comments on vehicle condition: one review notes an immaculate car, others reported disputed minor scuffs when returning vehicles.
Frequent complaints about unclear pricing, poor or slow replies, and lack of clear contact channels for enquiries and refunds.
Overall impressions skew negative: recurring issues with charges and support dominate, though some customers report excellent individual agents.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · yelp.com (20) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Super Cover was added without discussion despite having purchased separate premium insurance.
“Hertz at Belfast International airport added Super Cover to my hire without even speaking to me about it.”
Mileage was disputed despite photographic evidence and no refund issued.
“Recorded mileage with photographic evidence and they insist I did well in excess of the mileage I did”
Charged $500 for alleged damage without any vehicle inspection report shown.
“I got totally scammed for $500 when they said I caused damage.”
No car available at Newcastle despite booking; forced to pay much more elsewhere.
“Arrived at Newcastle airport having booked car to find no car available.”
Confirmed booking but no cars available and customer service offered no help.
“They acknowledged we had a confirmed booking but they didnt have a car.”
Consistently quick service at Gatwick South with accurate damage reports.
“the staff were always polite, the car was always ready”
Booking cancelled without reason shortly before collection, causing major disruption.
“Cancelled my booking with no reason”
Reserved Tesla unavailable after long wait; replacement demanded additional daily charge.
“reserved Tesla Model 3 was not available.”
Location cancels reservations last minute and provides no alternative or phone support.
“will cancel your reservation last minute with no care or alternative solution”
Received a Tesla with only 20% charge and no satisfactory remedy offered.
“they still gave it to me on 20% charge.”
No vehicles available, staff pushed upgrades and charged card multiple times for cancelled hire.
“they wanted my to upgrade and pay more for a Benz.”
Service denied despite a reservation, customer willing to rebook but refused assistance.
“Denied me service despite having a reservation.”
Shuttle driver Dave Mollet helped with luggage and provided enjoyable service.
“Was blessed to have Dave Mollet as a shuttle driver again today”
Phones unanswered and car availability in the area is consistently limited.
“I've tried calling all of them in the area and no one answers the phone.”
Customer service and staff improved noticeably after management change recently.
“their customer service and personnel have greatly Improved.”
Waited over 45 minutes outside in cold with no heating or progress.
“We waited outside for over 45 minutes in 14 degree weather with no heat.”
Agent referred to corporate line promising voucher and AAA pickup, issue unresolved.
“She referred me to a corporate line.”
Hertz provided a suitable larger vehicle and saved the day.
“I got really lucky with Hertz!”
Two unexplained £42 charges appeared days after returning the car with no invoice.
“8 days after I returned the car I had 2 additional charges for £42 applied”
Reservation not honoured; no car available at scheduled time.
“they did not have ANY car for me.”
No staff present; waited 30 minutes with phones unanswered.
“Been here 30 minutes and haven't seen a single person.”
Hertz instructed immediate return but then provided no car or help.
“They wouldn't even talk to me for five hours”
Rented Tesla had a mouldy smell and multiple maintenance issues.
“smelled like the carpets had been wet from mold”
Friendly staff, but vehicles were poorly maintained and required replacements.
“vehicles offered at this location are so poorly maintained.”
Staff members provided excellent service during an ice storm.
“they somehow helped me and family navigate the huge ice storm”
Very long queues and a two-hour wait despite having a reservation.
“Very long line and sometimes no one was at the counter.”
Many customers with reservations were told no cars were available.
“there are no cars for them.”
Long queue and unhelpful staff favour members over other customers.
“The line is extremely long with only 1 unhelpful worker”
Upsold to an unsuitable car, charged despite prepayment and deposit concerns.
“HERTZ have charged my card for the car rental, even though it was prepaid.”
Reservation refused due to residency background check and agent offered no solution.
“the rental was refused at the counter...I allegedly failed an internal “background check” related to my address”
App failures in low signal caused long delays and a double booking stress.
“the app wouldn’t work”
Georgia provided exceptional, caring and helpful customer service during hire.
“She went over and above to help me”
Booking cancelled then identical car offered later at much higher price online.
“I was able to book exactly the same car...but it was now £664”
Long-term customer repeatedly overcharged and faced poor, slow customer service responses.
“customer service is disgusting almost non-existent”
Previously waived damage charge reappeared and Hertz continued to demand payment again.
“I received another demand for payment for the same amount, despite having confirmation that the charge was made in error.”
Fuel option charged full tank despite car being three quarters full; high admin fees.
“They will charge you for a full tank of fuel when it was already 3/4 full”
No cars available on arrival and staff did not assist finding alternatives urgently.
“told they had no cars in the compound to hire out.”
Gold card pricing varied widely between app and website for the same hire.
“I was offered the same car for £63”
Frequent faulty cars and unhelpful staff caused lost work and significant stress.
“Faulty cars which they expect you to take a dead EV car to mechanic”
Reviewer accuses the company of attempting to take customers' money by any means.
“Try to take your money anyway they can.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Hertz is a global car rental company founded in 1918 and headquartered in the United States. It operates airport and city rental locations across many countries and maintains a mixed fleet from economy cars to larger vehicles and electrics. Hertz offers short‑term and longer‑term hire, corporate solutions and a loyalty programme (Gold Plus Rewards). Consumers commonly search Hertz for airport pickups, fleet availability, insurance options and membership terms.