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Elisabeth T.

Contributor Level

Total Points
80

1 Review by Elisabeth

  • Hertz.com

1/12/22

We rented a car from Hertz because that's where in insurance sent us when we were in an accident. We complained that the car smelled like smoke when we picked the car up and were assured that it wasn't smoked in and the smell was from the thorough cleaning that is done between rentals. Fast forward to returning the car. They were busy when we returned the car and told us to leave the keys on the desk and it would be fine. Biggest lie ever! We were charged $600 for cleaning the car because they had to wash and vacuum it. We tried to dispute the charges with them and they insisted we "trashed the car" and that was what they paid to have it detailed. I spoke with the manager of the state of Oklahoma who told me they would refund the difference of what they paid to have it cleaned and what they charged us for the cleaning. He gave me his word that he would call me back in the next 36 hours. That was over a month ago and I've never heard from him. Still no refund. I called the 1-800-gotohell number and they said they would refund the fees because there was no documentation of damage. Ten days later I called again because I didn't have a refund and was assured they would refund the money. Five days later I called to check on my refund only to be told I wouldn't be getting a refund because, get this, the car had been smoked in. They told me there is absolutely nothing I can do to dispute the charge because they can only go by what the rental office tells them. So anytime they want to screw over the customer all they have to do is note that someone smoked in the car. I will never get the hours I spent on hold back and I will never stop telling people how horrible Hertz rentals cars treats their customers.

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