Hertz Car Rental - Boston - Boston Logan International Airport (BOS) — Local services in Boston

In general, hertz staff at this location were very professional. However, the lady who works in the CustomerService booth in the parking lot, has the worst service we have ever experienced, non-respection, discrimination, and bossy. We begged her to get her service! Would never come back to Hertz because of her.

Here was our story. We picked up a car from NewYork JFK airport, which showed low tire pressure before leaving the rental center. The staff fixed by pumping more air and explained that it might be caused by the super cold weather of 10F. We drove on the highway for 3 more hours, and the low tire pressure light is back on again. It was a day after heavy snow storm that a lot of cars broken down on the highway. We were thrilled and drove very slowly to a service plaza and worked with the gas station staff to pump more air to the tire. Next day morning, flat tire again! We realized that it must be a leaking tire. So we called the customer service team, and they offered an exchange at Boston Logan Airport with case# 25120016.

We went to the customer service booth at parking garage and told her we were here for an exchange of the car. I tried to explain to her what happened, she seemed impatient, but there were no other customers behind us, she interrupted me and asked us questions like a boss. We are international travelers that English is our 2nd language. We all have Toefl 100+, and have no problem to talk to any topic in English. She could understand us clearly, but showed impatience and discrimination on our colors.

She asked "Tell me what's wrong with the car" I said the tire was leaking, and we kept getting low tire pressure alerts.

She said "You might hit something" I said "No, we already experienced it when we picked up the car, all the time, we have been suffered and worried about this"

She said "it's okay, let me check your coverage. You're fully covered, so you don't need to explain to me"

She said "You picked up from JFK? Do you have a case number?" I said "Yes, case #25120016" She said "why didn't you tell me" I felt blamed... she kept asking me questions then shut me down, she did not even let me explain or finish what i wanted to tell her...

She started to type or write something, and talked to herself or another staff in the booth " there is a nail in the tire" I said "What? Has anyone already checked so quickly to find out there is a nail?" I doubted she just made up something because no one even looked at the tire that time.... She said "Don't worry, I told you twice, you're not responsible for this because you have damage waiver coverage." I felt again blamed and fooled. I cared about the truth, not her tone like "it's not your business, please stay away"

I gave up to work with her on this, and I said "Can i talk to someone in the airport counter to figure out what's wrong and the best way to deal with this issue? " She said "No, this is the place to deal with it, please stay here." I felt commended and threatened, and said "Can i talk to some supervisor?" She grabbed another man in the booth and said "this is my supervisor and he would do the same thing i did, right? " The man said "yes" I felt helpless, and later i realized she made it up. She just lied and grabbed some coworker to behave as her supervisor. She completed the exchange process and updated the forms, and handed the keys and forms to the man who was her supervisor. Her supervisor walked us out to find the car, and did do anything further on this. Until later, we found the same "supervisor" man's job was just a dispatcher staff to help around, not a real supervisor!

I was fooled by this queen of a Hertz Customer Service booth. She could be a very good diploma officer against enemies, but not a customer service role at all! how ridiculous it is to see this happening to a big car rental company like hertz!...

I’ve been a loyal Gold member with Hertz for 40 odd years, using them more times than I can remember for business and pleasure. I never had any problems with the company in that time until my June 29th rental @ their Logan Airport location in Boston.

That proved to be a bad experience. Really bad.

I made two reservations by phone for small SUV’s on May 24th. Both were prepaid. I told the reservationist that I was going to check with my auto insurance company regarding coverage and was informed that I could decline the coverage at the counter when I picked up the car. It was strictly optional. Pickup was at Logan International Airport, Boston MA late afternoon, June 29th.

When I arrived @ Hertz that day, I declined the LDW @ the counter since I did have rental car coverage on my auto policy. My son-in-law, who signed as an additional driver for the second vehicle, witnessed me declining the LDW.

Meanwhile, there was a serious screwup in the garage during which 4 individuals in our party of 9 had to change from one SUV to another. They loaded up the first one only to be told it was reserved (but parked in non-reserved space). After the switch, we were finally on our way.

I dropped off both vehicles on July 6. When I received the online invoice, I noticed I was charged for the LDW on both cars. The total came to $489.86. I immediately began calling Hertz in an effort to rectify the situation. When I finally reached an agent (after 30 minutes on hold) I was transferred to the billing department.

The agent took my information and told me that in order for me to get any credit on the bill, they would need to “escalate” the matter via an email to the Hertz desk at Logan to verify my story. I was told this would take anywhere from 7-10 business days to complete.

I should mention that regardless of what phone # Hertz provides (and there are several) for customer service, including one that allegedly would reach the counter at Logan Airport, all calls are routed to a call center in the Philippines.

The personnel there all have been instructed to adhere strictly to the Hertz playbook when it comes to customer complaints and have no authorization to credit anything back to the customer without approval from the mainland. In my case, I tried twice over a two-week period to get a “finding” on my case, only to be told both times that the charges were valid according to the desk at Logan.

As far as I’m concerned, outsourcing the help desk offshore is a total con by the company since they know that there are cultural, language and procedural barriers that the customer must overcome to get any satisfaction. When the sum total of those obstacles get in the way, the customer abandons the call and pays the bill.

How dare Hertz question my honesty in this matter, especially with someone else present to verify my story? And what planet was the counter person on when I explicitly refused the LDW and was yet charged for it? Finally, and perhaps most important, why is there no domestic manager available @ Hertz to resolve these disputes in favor of the customer?

This was a brutal experience that really left a bad taste in my mouth. I hope Hertz discovers this review and gets in touch with me (like they said they would after I provided a withering reply to their survey email, but, of course, did not). That would be the standup thing for them to...

Hertz provided horrible service when I rented a car for my mother’s funeral. I will never do business with Hertz in the future and will actively dissuade friends and acquaintances from giving any money to Hertz.

I intended to use the car to transport me, my wife, my four grown children, and my son-in-law (seven people) between the airport, hotel, funeral home, and my brother’s house.

I paid $445 for reliable transportation between the morning of 14 February 2025 and the evening of 15 February 2025. Hertz failed to deliver on their end of the bargain and presented me with unacceptable options when their vehicle failed.

We rented a Chrysler Pacifica. The interior and exterior were dirty and the windshield washer fluid did not work, even after the gate attendant filled it. We made the best of these problems.

We drove from the airport to lunch, and then to visiting hours for my late mother.

After the visiting hours, the car failed to start. We were able to walk (in 20-degree temperatures, on icy sidewalks and roads) to my brother’s house.

I called Hertz Roadside Assistance. Clearly we had an unreliable car. What should have happened is for Hertz to drive a replacement vehicle to us and take the previous one away. This would have solved my problem and fulfilled Hertz’s obligation to provide a reliable vehicle.

Instead, Roadside Assistance offered to send AAA to jump-start the car. To get a replacement, I would have to drive the car back to the rental agency at the airport (25 minutes), get a replacement, then drive back to where we were staying (25 minutes).

I explained that this was unacceptable. Instead of taking responsibility, Hertz was pushing their problem back on me, asking me to take at least an hour out of a time of family grieving to address Hertz’s failure that was in no way my responsibility.

I asked to speak with a supervisor and was connected with Jaydyn. Jaydyn reiterated that I had only two options: get a jump start or get towed to a service station.

I asked to speak with Jaydyn’s supervisor, Jean. Jean declined to speak with me, which is a breathtaking show of indifference and abysmal customer service. Clearly, Hertz does not care about its customers.

Jaydyn suggested I could speak with a manager at the rental location and provided a phone number. While the phone menu for the location had a tantalizing option to speak with an employee at the location, it was a lie and only led to further phone menus. We tried at least five phone numbers, all of which led to the same endless phone menus and were a complete waste of time.

I should have been spending that time with my family, grieving my mother’s loss, but instead I was angry and aggravated with Hertz for failing to deliver what I paid for.

We called back Roadside Assistance and spoke with Matthew, who was helpful and polite. He was not able to give us any better options, but did send AAA out to jump start the car.

We got through the rest of the trip with the same car. Sometimes it would start, and sometimes it wouldn’t, adding stress to an already stressful situation. We had to get seven people to the airport for three different flights. Because the car was not reliable, we had to leave earlier, cutting even more into our time together as a family.

Shame on you, Hertz. You cannot succeed as a business if you treat...