Hertz Car Rental - Las Vegas - East Sahara Avenue — Attraction in Winchester

The worst and most disorganized rental car company in existence. I can’t even begin to explain the distress they caused. The lack of communication between the corporation and the local representative locations and third party booking is unreal. I booked a vehicle MONTHS in advance, received multiple confirmation numbers, multiple confirmation emails and texts for my reservation, called the third party who confirmed the reservation. When I tried to call Hertz to confirm the reservation, there is an automated message that warns you if you speak to a human instead of handling your reservation on the app, you will be charged 5% communication fee!! For me that would have been $200. So I used the online chat support with an agent to confirm my reservation. Who also confirmed, gave me another confirmation number. I get to this location from the airport via uber, and they have about 90 cars visible in the parking lot so I feel relieved. I show the representatives my stack of confirmation numbers, and he just blank stares and says that’s not in his system. I explained how I confirmed with all parties involved Hertz and the booking company, and he says “yea but you didn’t call this location” and I explained the 5% charge to call and the woman next to him says “oh that’s true. Go back to the airport they have cars there” I explained how this was not my mistake and it is not right and they need to resolve the problem. Offer some kind of resolution. They both just stared at me and said sorry and blamed the corporation and there’s nothing they can do. I asked to speak to a manager and they said he stepped out to the car wash.. Their only job as a rental car company is to rent cars. How they couldn’t give me one and honor the reservation I had in my hand is beyond me. If someone has a reservation and you don’t have a car, organize for one to be delivered. Be fair and respectful. The lack of communication they have between Corporate and with the third parties is not my responsibility to organize. They refused to call the other locations for me or check availabilities for me, refused any type of help for transportation back to the other location. So she told me to go back to the airport and get one there . I uber to the airport, and turns out the rental car hub is off site so that wasn’t even correct , and had to take another Uber there. I get back on the online support chat because they also did not have cars, and explained the situation, and the agent have me another location to go to and said he secured the same reservation for me there and I need to be there in 20 min to get it. I get another confirmation number, price, and he said if I’m going to be later than 30 min I need to call and tell them so they don’t give my car away. So I’m rushing and panicking, and just because of the delay of awaiting “confirmation” I was going to be late. So I called, and this one had an actual phone number and the lady said that new confirmation number isn’t active and they don’t have cars. At this point I’m just mind blown, and I’m a young woman stranded in Vegas in the middle of nowhere by myself trying to make it to a family emergency and not one location was of any help what so ever. I went Into a nearby hotel (now 5 frantic uber rides in) and there was a competitor rental hub inside the hotel who had multiple cars available so they saved the day. They mentioned that they were buying out all the Hertz locations cause they’re going out of business and honestly, I can understand why. What a joke. If you can spend a few dollars more and go to any other rental company and save yourself from over 5 hours of agony, please do it. The sad part is their lack of concern regarding their poor customer service skills, that’s the only thing expected of a rental company aside from having and renting out cars . All the locations had no cars available, and when you check the website and the app they still show available and allow you to make fake reservations with fake confirmation numbers so be aware. Safe...

I would recommend Hertz if I had a good experience. But usually, when booking a vehicle and paying online, the price is what I pay. (That is the way it is with Alamo, Budget, Dollar, Sixt, Fox, and all other companies I have rented from). But, it wasn't the case when I rented a vehicle this time. I haven't used Hertz before, and I may just stick to every other company. When I was checking out the car, for some reason there was "additional taxes" that I had to pay. But of course, because I couldn't really argue it because I needed the vehicle that I had pre-purchased months in advance, there wasn't really another option because I had a family trip that I was needing it for. They said that I owed $6.57. But, instead of charging me just $6.57, they decided that it was better in their interest to round it up to $7. I was baffled, and they had no way of just charging me the supposed additional taxes that they said I owed. So, not only did I pay $440. They tacked on additional miscellaneous charge "calling it taxes" then rounded it up to scam me into even more money. Now, thinking about every vehicle that is rented there, I am almost certain that they all have a "tax" charge as well. I am sorely upset, angry, and would not recommend someone to be promised one price, pay for it, then be scammed and strong-armed into more money by a company that doesn't need to profit additional charges for no sound reason.

I went in and had to wait nearly an hour for my vehicle, on top of having to pay additional "taxes." The staff has stiff faces as if they are incapable of smiling or greeting. I was not waiting behind any customer, I was the only one when picking up the vehicle and still had to wait, the car (van) was not ready when I arrived, they had to do something for half an hour, than clean it (saying it'd be another 15 mins) which I had to wait 30 minutes for them to 'clean' the car. It is Vegas, so it was HOT, and there was no refreshment, but there was a sign that said: "help yourself to refreshments." A Keurig, but no water to use to even make the hot chocolate/tea bags that were sitting there. Then, they had to take pictures of the vehicle before handing me the keys. There were 2 workers that smiled and were "friendly" to each other, but did not treat me like a valued customer, or at least a customer at that. When I returned the vehicle, there were 3 workers this time, and I still had to wait. This time, I had my 2 year old, 7 year old, and niece waiting. They all were getting agitated and hot, I had to ask for water instead of being offered one. And, there was no reason I had to wait 45 minutes to return a car. Again, the two (male and female) did not greet, smile or treat me like a customer, but were friendly with each other. The third worker was sitting there with an angry face, didn't say anything to either of us. But, as soon as everything was done and finalized, I got my final papers from them. Then, and only then did the man look at me and say it would be greatly appreciated if you fill out the survey that will be coming in your email and rate us. Comments will be greatly appreciated. Those few seconds was the only time there was any genuine conversation from the man hoping to get good ratings.

(UPDATE: I went to the email link provided by Justin, but of course it was an error page after I hit submit in order to contact HERTZ to try and alleviate whatever it is they decided to try and alleviate by replying...

Booking over memorial weekend from this location and dropping off at Las Vegas Airport.

First, Hertz's policy is that they will pick you up for free (Gold Rewards) if you're within 15 minutes of their location. When I called to confirm the pickup, they told me that they do not pickup on the strip (since there are locations on the strip I could have booked for a higher price). I understood and asked then why I was not informed of this. They responded that they would not have even contacted me of this because I was not on the strip (sooo...how would I have known and not been stranded); so this is a good start. I review the policy online and they are actually obligated to pick me up or pay the for price of the taxi that had to take me there (so FYI on this to others). They decided to not fully pay for my $23 cab ride, but only $15 of it (fine, still cheaper than renting on the strip from a Hertz location).

This is where is get's interesting, they totally messed up my rental, because I had to add my domestic partner (which is included for Hertz Gold Members), they actually rebooked my trip instead of adding her on. They were only open until 12:00pm on Saturday, we got there around 11am and there was only 2 people working with about 10 customers waiting. So they just did whatever they could to get us paid and out the door (I understand this from their side and ours, but they need to make sure everything works for both the customer) . While the price was the same, it was only for 3 days instead of 4 days I originally booked and was then charged for being late when returning to another location (they did not even contact me to tell me I was late).

I tried to contact them about an hour after I got the rental (when I double checked over the receipt and they were already closed. Everyone in their call center was not able to help because the rental was not over yet; so I needed to call the physical location which did not open until Tuesday and the billing team would not be available until Monday. I kept trying to contact the location on Tuesday but they phone number would send me over their global support and no one there could help the perpetual downward spiral of bad customer service. Plus the representative at the return location said (very close to verbatim), "too bad, you signed the agreement, it's your fault. You should have read the contract".

I also received the gas at 1/16 and the level on the receipt said full (8/8). I did go back inside and tell the representative that this was not correct and they said they would amend it. They never did and thankfully I took a picture of the original mileage and fuel level to show at drop off.

I also pre-paid the trip and when they rebooked my trip, they charged another credit card on my account that I did not even provide the card at time of rental (they didn't even check my ID or credit card on file when I checked in). So now I have to go through 5 people to try and fix getting double charged. What makes me most scared about this is that if you have a Hertz account is that anyone who is checking you in can charge any card at any time for anything.

So it has been a few days now and have been bumped from person to person and still trying to figure out if I'll just be double charged or if they will make an effort to have someone review the obviously double charged on the rental...