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Is Hertz Car Rental Legit? A Deep Dive into Reputation, Reality, and Your Rights

Yes, Hertz Car Rental is a legitimate company. However, like any large corporation operating in the complex world of travel and customer service, they have their share of controversies, challenges, and, unfortunately, dissatisfied customers. Determining whether they are “legit” goes beyond simply existing; it delves into their business practices, customer service track record, and overall trustworthiness. Let’s unpack the reality behind the brand.

The Hertz Heritage and Global Reach

Hertz isn’t some fly-by-night operation. Established in 1918, they boast over a century of experience in the car rental industry. This longevity alone lends a degree of credibility. They operate globally, with thousands of locations worldwide, serving both leisure and business travelers. Their sheer scale and established infrastructure mean they are a real, functioning company processing countless transactions daily.

However, the question of legitimacy isn’t just about existence; it’s about how they operate.

Decoding Customer Experiences: The Good, The Bad, and The Ugly

Here’s where things get nuanced. Hertz, like any car rental company, faces a barrage of customer feedback, ranging from glowing praise to scathing criticism. Common complaints revolve around:

Unexpected Charges: This is arguably the most frequent grievance. Customers report being hit with charges for damage they didn’t cause, excessive cleaning fees, or fuel discrepancies.
Vehicle Availability Issues: Booking a specific car model doesn’t always guarantee you’ll get it. “Bait and switch” tactics, where customers are offered a lower-quality or smaller vehicle at the same price, are often reported.
Customer Service Nightmares: Long wait times, unhelpful agents, and difficulty resolving disputes are recurring themes in negative reviews.
Controversial Bankruptcies: Recent bankruptcy proceedings created uncertainty among travelers and investors and added doubt.
Inaccurate Accident Claims: Some claim that they were falsely accused of causing accidents.

On the flip side, many customers have perfectly satisfactory experiences with Hertz. They appreciate:

Convenient Locations: Hertz’s widespread presence makes it easy to pick up and drop off vehicles.
Vehicle Selection: They offer a wide range of vehicles, from economy cars to SUVs and luxury models.
Rewards Programs: The Hertz Gold Plus Rewards program offers benefits like expedited service and bonus points.

The key takeaway is this: experiences with Hertz are highly variable. Some customers have no issues, while others encounter significant problems. This variability necessitates a cautious approach.

Navigating the Fine Print: Protecting Yourself

To maximize your chances of a positive experience and minimize the risk of issues, here’s a crucial checklist:

Document Everything: Before leaving the rental lot, meticulously inspect the vehicle for any existing damage. Take photos and videos, paying close attention to scratches, dents, and interior condition. Document the fuel level.
Read the Rental Agreement: Understand the terms and conditions, including insurance coverage, mileage restrictions, and fees for late returns or damage. Pay close attention to the section on dispute resolution.
Decline Unnecessary Add-ons: Rental agents may try to upsell you on extras like additional insurance or GPS navigation. Evaluate whether you truly need them.
Refuel Before Returning: Refill the fuel tank to the agreed-upon level to avoid exorbitant refueling charges.
Return on Time: Late returns can trigger substantial fees.
Keep Records: Retain all rental agreements, receipts, and communication with Hertz until you are certain that all charges are accurate.

Bankruptcy: A Dark Spot in the Hertz History

The highly publicized bankruptcy of Hertz in 2020 undeniably tarnished their reputation. While they have since emerged from bankruptcy, the event raised concerns about their financial stability and business practices. The incident created uncertainty for customers, many of whom were worried about existing reservations and future bookings.

Although Hertz emerged from bankruptcy in 2021 and has since returned to financial health, the stain of bankruptcy lingers and may still be a factor in the minds of potential customers.

Weighing the Alternatives: Knowing Your Options

Don’t feel obligated to stick with Hertz if you’re uncomfortable. The car rental market is competitive. Consider comparing prices and reviews from other major players like Enterprise, Avis, Budget, and Alamo. Also, explore smaller, regional rental companies that may offer better rates or more personalized service.

Is Hertz Legit? The Verdict

Hertz is a legitimate car rental company, but legitimacy does not guarantee a flawless experience. The key is to be informed, proactive, and prepared. Document everything, read the fine print, and don’t hesitate to challenge any unfair charges. By taking these steps, you can significantly increase your chances of having a positive rental experience with Hertz or any other car rental company.

Frequently Asked Questions (FAQs) About Hertz

Here are some frequently asked questions to provide additional valuable information:

1. Does Hertz charge a deposit?

Yes, Hertz typically requires a deposit at the time of rental. The amount can vary depending on the vehicle type, rental duration, and your credit score. This deposit is usually held on your credit card and released back to you upon the safe return of the vehicle, provided there are no damages or outstanding charges.

2. What is the Hertz Gold Plus Rewards program?

The Hertz Gold Plus Rewards program is a loyalty program that offers members expedited service, bonus points, and other perks. Members can skip the counter at many locations, earn points towards free rental days, and enjoy special discounts. Enrollment is generally free.

3. What types of insurance does Hertz offer?

Hertz offers several types of insurance coverage, including:

Loss Damage Waiver (LDW): This waives your responsibility for damage to the vehicle.
Liability Insurance Supplement (LIS): This provides additional liability coverage beyond the state-required minimums.
Personal Accident Insurance (PAI): This covers medical expenses for you and your passengers in the event of an accident.
Personal Effects Coverage (PEC): This covers loss or damage to your personal belongings in the vehicle.

It is important to review the terms and conditions of each coverage option to understand what is included and excluded.

4. What happens if I return my Hertz rental late?

Returning your rental late can result in late fees. Typically, there is a grace period (e.g., 29 minutes), but exceeding that can lead to an hourly or daily late fee. The specific fees will be outlined in your rental agreement.

5. What is Hertz’s fuel policy?

Hertz typically offers several fuel options:

Prepaid Fuel: You can purchase a full tank of fuel at the beginning of the rental and return the car empty. This may be convenient, but it can be more expensive than refueling yourself.
Refuel Yourself: You can refuel the vehicle to the agreed-upon level before returning it. This is usually the most cost-effective option.
Hertz Refueling Service: If you return the car with less fuel than required, Hertz will refuel it for you and charge you a refueling fee, which can be quite expensive.

6. How do I file a complaint with Hertz?

If you have a complaint, you can contact Hertz customer service via phone, email, or their website. Be sure to have your rental agreement number and all relevant documentation readily available. If you are not satisfied with the response from customer service, you may consider filing a complaint with the Better Business Bureau (BBB) or your state’s consumer protection agency.

7. Can I add an additional driver to my Hertz rental?

Yes, you can add an additional driver to your Hertz rental for an additional fee. Both the primary driver and the additional driver must meet Hertz’s age and license requirements.

8. What is Hertz’s policy on underage drivers?

Hertz generally requires drivers to be at least 21 years old. Drivers between the ages of 21 and 24 may be subject to an underage driver fee. Age restrictions and fees can vary by location and vehicle type.

9. What credit cards does Hertz accept?

Hertz typically accepts major credit cards such as Visa, Mastercard, American Express, and Discover. They may also accept debit cards under certain conditions.

10. Can I rent a car from Hertz if I don’t have a credit card?

Renting a car without a credit card is generally more difficult, but not impossible. Hertz may accept debit cards or cash deposits at some locations, but additional requirements and restrictions may apply, such as a credit check or proof of insurance.

11. What is Hertz’s cancellation policy?

Hertz’s cancellation policy can vary depending on the type of reservation you made. Pre-paid reservations may be subject to cancellation fees. Review the terms and conditions of your specific reservation for details.

12. Does Hertz offer roadside assistance?

Yes, Hertz typically offers roadside assistance to renters. This coverage may include services such as towing, jump-starts, tire changes, and lockout assistance. Check the terms of your rental agreement for specific coverage details and contact information for roadside assistance.

By understanding these aspects of Hertz’s operations, you can be a more informed and empowered customer, significantly increasing the likelihood of a positive rental experience. Remember, knowledge is your best defense in navigating the complexities of car rentals.