Mietwagen in Miami

Negativ: I have no words to describe how awful this experience has been. I have been a gold member for twenty years. I will never rent from you again. On 8/16/20 I contracted with Hertz to rent a cargo van in Miami on 8/21, to be dropped off at the Renaissance Hotel in Washington DC, in downtown, on 8/24, one block from my hotel. This was important to me because there happens to be a worldwide pandemic going on, my husband and I are both in the high risk category, and I did not want to have to return the cargo van to the airport and then be forced to get into a taxi or Uber with a stranger. On 8/24 we drove to The Renaissance Hotel and your desk, according to the Hotel, was abandoned for weeks before my date of rental, 8/16, information you should have known at the time of our contract. A sign on the desk directed us to a Hertz at 699 7 St, NW. We drove there, your personnel walked out took one look at the cargo van, and decided she wouldn’t take it, when I insisted I was leaving it, she rudely told me I’d get tickets, get towed, and get arrested for not returning it to the airport, or Falls Church (over an hour away). Mind you, I am in DC in the middle of moving three daughters, and now I have a cargo van, no where to park it, and no where to return it that doesn’t risk our lives. I parked it on the street and proceeded to engage in a three hour odyssey with your customer service, roadside assistance and “contract extension request” (pretty ironic) departments, as each unhelpful person claimed it was the other departments job, and couldn’t help us and transferred us with 50 minute waits and a maddening game of customer volleyball. I have ALL this on audiotape. A customer service person told us to try dropping it off at a different Hertz which was walking distance, 601 F St, NW. We interrupted our move again and drove there, guess what? It was the back address of the SAME Hertz at 699 7 St, NW, where I was rudely sent on my way four hours earlier! I tried your chat line, not available. I wrote you “contact us” email, no one answered. I called West Kendall Toyota, where I rented it, and left a message with Robert, who was duly horrified at my predicament, and promised for your Hertz manager would get right back to me. He never did. I used west Kendall Toyota’s text line explaining everything, and they too assured me he would get back to me shortly. Again, no response. I texted that line again the following day. No response. Eventually, worn down by your lack of even the slightest bit of assistance, we drove the vehicle to the airport on 8/27 when we were able to make arrangements that did not include being forced to take a taxi or Uber or public transportation. Given your grotesque and dangerous breach of our contract, it seems manifestly unfair for you to charge us for this rental.

Positiv: All good except the return and in spite of returning two days early, I got no credit back.

Negativ: See above

Positiv: I had a multi-month rental. The monthly price was low at $613. It was a KIA Soul, all automatic, rear view camera, good trunk size with fold-down seats. Probably a 5-6 year old vehicle. Well used, but clean. They did allow me to extend the rental with just a phone call.

Negativ: Check in was at the Hertz desk in a Hilton hotel - not at a regular hertz office. Took almost an hour to get the car as other Hilton guests were served before us. The car itself was a KIA Soul - not the Corolla we were hoping for. Also Hertz charged my credit card a higher amount in month one, lower in month two, the expected rate ($613) in month three and then below expected rate in month four.

Negativ: I booked three months in advance: when I arrived there were NO CARS of any kind. People waiting for hours already. Was told to come back in four hours or so but it looked unlikely I’d get one before close. Walked around the corner- found another car rental place and in an hour I had an amazing ride. I will probably be going with the other company in the future and give up my Hertz gold status.

Positiv: Nothing! When I arrived I was told i would have to wait anywhere between 5-8hrs... and I had a reservation.

Negativ: Car Availability and also more staff working the counter.

Positiv: Drop off was easy.

Negativ: Staff was not friendly at all. No preference with car brand when checking in. After stating I booked through kayak and got insurance to cover the rental that way, the staff member was rude and said that isn't our insurance so you better be careful and good luck. Rudely told me to go to the 5th floor to retrieve the car. Car was no where to be found when we got upstairs. Had to ask one of the cleaners to get the car which was parked on another level of the garage. Finally, when we got in the car it was an old, worn down, and dirty nissan versa. The inside interior on the ceiling of the car was covered in what looked like old vomit or food remains. Absolutely disgusting, would never rent from here again