Hertz Car Rental - Apex - Laura Duncan Road — Attraction in Apex

Avoid this location and honestly any Hertz. We had our vehicle being repaired from hail damage and our insurance company sent us to Hertz. They took advantage of the situation and put rental insurance on the vehicle. This caused a new rental agreement outside of our insurance agreement and required additional payments. We called to get it cancelled and was told that it will but since we had the vehicle for a few days they have to at least take the payment for those days which we understood and agreed.

We had the vehicle for 20 days and on the day of return we filled the vehicle to full with gas. Dropped it off and the rep said we owed an additional amount about $536. We asked why and they said for the renters insurance, we told him that we called to get it removed and apparently they did not. He said he will make a note in the system and call us back to let us know what happened. We left with just paying the 1 week of renters insurance.

One month later, my significant other got charged quite a lot of money without any notifications or call back from this location. They took all her money and over drafted her bank account. She called and the rep tried to apologize and said he will fix it and it will take 7-10 business days even though she explained that all her money is gone. I got involved and called corporate and the general manager Mike. Mike's sense of urgency is not there. Corporate told me all that was charged and whoever wrote the invoice pretty much falsified. They charged us for gas, said we were late in returning the vehicle by 28 days and did not review before charging her account. How is this possible??

The local Hertz and corporate agree that this was their mistake but can not do anything but wait and pretty much told us "Good Luck". I have called the General Manager multiple times the day after but it seems like he is denying my calls now. Im doing numerous communication because I have a valid point, if a company takes all your money and says they are sending it back but no other info proving it, Im sure you will be calling every day to make sure this is happening. 7-10 business days, 3-7 business days, 24-48 hours, when you have bills to pay and mouths to feed, time has a value. Her bank account can be closed for that significant amount of money being lost.

Hertz has no understanding except please wait... I would understand if it was a couple dollars or $100 but this is in the thousands, at this point it should be as urgent as it can be with full communication from the start...

I receive a rental under another driver's insurance (State Farm) that hit my car. I was told at the time of pick up that my card would only be authorized for $50 deposit and for gas if not returned with a full tank of gas. I provided the Manager (Bryan) all the information from the accident (body shop, insurance info.). Today (9/2/25) I noticed that my card was charged close to $200. I called the Hertz location and spoke with Bryan who informed the insurance only covered the rental for 5 days which ended on Saturday and due State Farm not responding to his Saturday's email, he charged me for the additional days. I reminded Bryan that State Farm adjusters does not work on weekends or holidays and asked why he did not send the request on Friday instead or call me before charging me. Bryan responded sarcastically, "because his computer does not tell him to do so." I called State Farm and they explained that the issue is on Hertz end and my reservation is suppose to be active. Due to the unresolved issue with Hertz, State Farm made another reservation with enterprise.

9/10/25 Update: Today, I called Hertz and spoke with Bryan Keith to get a copy of the receipt to send to State Farm (as State Farm requested) showing the amount ($196.26) so that I could get a refund. Bryan only emailed the receipt showing the total charge of $412.46. I called Hertz again and told Bryan that I need a receipt showing the actual amount Hertz charged me $196.26. Bryan responded saying "since he didn't have the reservation from State Farm, he was going to charge me the original daily rate and I can argue with State Farm about reimbursing me for that. Bryan added, "you may not see the charge yet but you will see it very soon."​ I checked my bank account and noticed an additional $609.26 charged.​ I called State Farm to report the issue. The State Farm agent called Hertz store and was advised that the $609.26 was just a hold but I will only be charged $412.46. This is totally unfair when I was only told I would be charged for the deposit ($50) and gas (around $16) when I authorized my card to be used.

9/12/25 Update: I found my receipt that was given to me when I swiped my card and received the rental. Notice the insurance code at the bottom and estimated customer charge $47.59 and company...

So, I made an online reservation a week ago utilizing a business rate in which I applied the code and reserved my vehicle for for August 2-5, 2024. At arrival during checking I was asked to provide a photo ID or business card with my name and business. I asked the representative, "Why do I need to show you a photo ID which displayed my business"? He stated "Its OUR policy". I responded that "Oh, have your policy changed in the last 30 days", I rented a vehicle on July 1st, and I wasn't asked to show proof of my organization....only my driver's license that's even stated when I received my confirmation. I was told, "No this is policy, and if you are using your debit card it's a 500 dollar hold on your card as well. I was like last month it was 200 dollars did that policy change since last month as well? I then showed him my saved email receipt from last month and he goes on to say well this is policy and we need some form of business ID. I called my boss and she spoke with the representative and she said she will email him an authorization email. After waiting like 45 seconds, he says "well I'll go ahead and give you the rental this time." I said, "No, we can wait, since it's your policy!" her email will not include and photo id of myself. He went and provided me the vehicle. I drove off and noticed there was a 500 hold on my debit card. I called my boss and we agreed to reverse the transaction and contact corporate office. I circled back and returned the vehicle and asked them to reverse the transaction on my debit card. You can not verbally quote policy to a customer :( There was no written policy provided in regards to business ID or a 500 dollar hold on a debit card. Especially if I had written proof of last month's transaction. If this is Hertz so called policy then why would you not follow your quoted policy and ultimately allow me to drive off the lot with a vehicle knowing I never provided a photo linked to a business. My rep from last month was not in the office. I totally realized they were just giving a customer a hard time which is totally unacceptable. The corporate office will handle this. ...