First Hertz Nightmare
I rented a compact vehicle from Hertz in Nashville for a one-way trip to New Orleans. About an hour into the drive, I realized the Buick Encore GX’s Adaptive Cruise Control wasn’t functioning. I pulled over multiple times to make sure it wasn’t user error, then called Hertz Roadside Assistance. They confirmed the issue and instructed me to exchange the vehicle at the Nashville airport location.
I drove an hour back through rush hour, arrived, unloaded all of my belongings (I was moving, so there was a LOT), and explained everything to the employees. Despite Roadside Assistance specifically instructing me to exchange the vehicle there, the manager denied the exchange because “we’re booked,” even though I watched multiple vehicle exchanges happening right next to me.
I was told to drive back to the original location instead.
Then, when I tried to leave, the attendant told me they had accidentally cancelled my rental contract and that I needed a manual contract. I went back inside, waited another 20–30 minutes while employees argued over who had to complete it, and eventually got the manual contract. I repeatedly asked if I could exchange the vehicle since they were creating a new contract anyway, but was denied. I was also assured I would not be charged again.
By this point, I was almost five hours behind schedule. I finally made it back to the original location, explained the entire situation AGAIN, and they exchanged the vehicle for a Kia Niro. The employee there was actually fantastic and very helpful. My issue is primarily with how the airport location handled everything.
The Kia then gave me an oil-change warning about 300 miles into the trip, and it also had a noticeable vibration at 70 mph.
I returned the Kia with a full tank and had no issues at drop-off.
Then today, I noticed a $100 charge from Hertz. Apparently, the original Buick rental was still showing as active, so Hertz charged me a late fee for a vehicle I had been instructed to exchange. I was also apparently charged the deposit again and another $266 that wasn't covered by my voucher.
After being on the phone with billing support for 40+ minutes, I now have to wait an additional 24-72 hours for Hertz to close the original contract, and then I have to contact them and go through this whole charade again.
This has easily been my worst experience with Hertz. I cannot believe I am still dealing with this. I should’ve listened to everyone else.