Hertz Car Rental - Hebron - Cincinnati Northern Kentucky International Airport (CVG) — Local services in Erlanger

Saturday June 21, 2024 at 3:30 PM the truck engine started having issues with shifting and wouldn't allow us to move over 5mph. Call was placed to the roadside at 4:00 PM MST regarding the situation. Roadside informed us they couldn't get someone out for hours and gave us an option of having it towed ourselves and we could seek reimbursement from the originating location. So we paid for a tow truck to pick up. Truck was picked up and taken to Grand Junction Dodge and was dropped at 6:57 PM and keys left in overnight drop box.Called was placed to Ashley at the dealership Monday AM on June 23 and she stated the car was assigned to Dane Hammond. Left Dame a message regarding the truck on June 23, and 24, 2025 with no call back until today. After we spoke last night I thought things were fine. But I got a $2,000 charge via hertz today from the grand junction location. I called to speak with Alex (Manger) and he basically was angry at me saying the truck was dumped and that is why I was being charged a $500 dollar service charge. He said his maintenance person went over and inspected the truck at the dealership, it was covered in dog hair, smelled like smoke and was damaged on the outside. For one, we don't have a dog and I have time stamped pictures showing the truck when it left us to head to dealership, it was clean inside and the outside had no damage. He said since we dumped it in grand junctions, I am being charged the $500 dollar service fee plus gas which was $156.72. plus a vehicle recovery fee of $216.43, customer facility charge of $285.00 along with numerous other charges. Also, upon speaking with Alex, he told me that the vehicle was towed this morning to the dealership, and some man with tattoos went and picked up the vehicle, took it somewhere and brought it back??? Upon Alex telling me this, I explained the truck has been out of our possession since saturday. So we three-wayed with Alex, Dane and I, only to find out Alex was misinformed and they said this event happened yesterday. He said I came and removed the vehicle myself, while I was in KY and the vehicle was in GJ, Colorado. I asked Dane, did this person leave with the vehicle or just take the keys and bring them back. Dane said I think he took the keys and brought them back, then he said he left with the vehicle. I explained to him that anyone associated with my family wasn't in GJ and we had all left. He proceeded to call me a liar and I told him I am not responsible and will not pay for any damages as I had pictures of the truck when it left us and has been with the dealer since. The truck was clean, smelled fine and had absolutely no damage inside or out. I will forward the time stamped pictures. My major concern is I am being penalized for the issues with this truck. He is charging a service fee because the truck had to be left in GJ, Colorado, he is charging me $500 for cleaning the truck when we have time stamped pictures of the inside and outside with no dog hair, or major cleaning needed and Absolutely NO DAMAGE.

I am seeking a resolution regarding the following: Removal of the $500 service charge that Alex charged me because the vehicle was checked-in at the Grand Junction Location because of the breakdown. Removal of the $500 cleaning fee because of dog hair, smoke and whatever else Alex is stating. (Time stamped pictures showing no dog hair, excessive dirtiness. Removal of the claims of damage on the outside of the vehicle as time stamped pictures show no damage when being loaded on the tow truck and left in our possession. Clarification of the claims that we came back and got the truck for cleaning yesterday or today, when no one is in GJ since sunday. False accusations that we dumped the truck in GJ, CO and he said we shouldn't have driven the miles we did. False accusation that we came to Colorado without your permission when the contract states "Unlimited Miles" and no limitation of states we can travel. Assurance that I am not going to be discriminated or retaliated against for...

Reserved a car went to pick up then I was told because I didn't have a major credit card that I was unable to put to be able to get the car and I think it is ridiculous not everybody carries a major credit card and I'm sorry but I take that as a way of being looked upon as oh I'm sorry you don't have a credit card so you can't rent a car from us. That's as bad as being a racist person and I don't agree with it I think the policy needs to change and if people that have debit cards their money's no good and your establishment then things really need to change because you're making a lot of people feel like because they don't have a major credit card they can't get a car and I needed a car to be able to get to an appointment in Louisville because my car is broke down and I was told no I'm not going to pay for a car for 3 days prior to me needing the car which is going to be about 4 or $500 when I needed to pick it up on Sunday return it on Monday evening around 6:00 but know that didn't happen because I was told oh you don't have a major credit card after I drove all the way out to the airport and when I try to enter my information onto your website when I reserve the vehicle I said oh your card's not running or something happened you have to pay at the counter I was fine with that not a problem but then I get there walk through the airport find you guys's establishment then I get told oh you can't get it because you don't have a major credit card and there's no other places open on Sundays to get a car except for at the airport so I guess all of us non major credit card holders are kind of screwed on the fact that we don't have a major credit card and can't rent a vehicle and in other places if you don't have a flight of tenory you can't get a car you either have to have that in a major credit card or you have to have a major credit card which is ridiculous and I'm really seriously thinking about talking to an attorney about this because it's wrong and I'm still being charged $65 for a car I never received and I think that is highway robbery. And as I read through a reviews everybody else that complained about the fact that you had to have a major credit card I noticed that almost half of them nobody responded to their review and I think it's an issue that should...

My wife and I rented a car online for our 3 week vacation in the Greater Cincinnati Area last month. (August 3 - 24, 2017) We live in France, and after a very long voyage, arrived a little late from our projected time. No problem for Hertz. The Shuttle arrived quickly, and promptly took us to the agency. The driver was very courteous and pleasant. The awesome people at the desk were great to work with. There was a slight delay in our transaction, due to our own inexperience...(Figuring out which card would work best internationally) That quickly solved, Hertz provided us with our car immediately...(Ford Fusion Hybrid) It was clean, fueled, albeit a bit confusing, again, due to our inexperience. The friendly staff instructed us with a smile, and we were on our way. During a visit to Davou Park, which gives an incredible view of the Cincinnati Skyline, we heard a rubbing sound that I assumed to be worn brake pads. Not knowing exactly what it was, we immediately drove back to the agency, and were promptly given, (other than the color), an identical replacement car, without issue. In the urgency of the situation, I had failed to consider that we hadn't topped off the fuel, and expected that we would have to pay extra because of it. They told us not to worry about it, and thanked us for bringing the car directly in to avoid the risk of further damage. Now THAT is customer service! We drove about 5 miles away, when my wife realized she had left her phone on the customer service counter, and returned to retrieve it. The manager had already sent an email to my wife telling her it was there. Again we were met with smiles, and felt treated more as old friends, than just another customer. We finished our wonderful vacation stress free, and reluctantly, returned this fabulous car. My wife wanted to put it on the plane to take back to France. :) We wish to sincerely thank the entire Hertz team for their wonderful service. One wouldn't normally think of "Car Rental", as being one of the highlights of a trip. But in my opinion, the CVG Hertz management, and staff, went above and beyond. Kudos! You have a lifetime customer with us. Merci, Christine & Thomas...