Hertz

It's hilarious! When you booked your car in London online don't fall for their cheap daily rental rate only. There are lots of hidden cost involved. However with Hertz it's much straight forward and more assuring. Customers service is good too. You will be offered a no-frill full insurance coverage at a small fee, trust me!... TAKE IT! This coverage will save you lots of unnecessary trouble resulting from a small dent to a small scratch. It's worth the money spent. If you are driving far away, I suggest that you also take the GPS device. Google maps on your hand phone doesn't show all parts of England.

As a Central London branch, it was under staffed, however this can be a 2 hour process as it was for me on a long weekend Sat morning. With that said, the car collection is great so a wide variety is available and the drop off experience is quite smooth.

The employees are the Marble Arch branch were fine, but the people working in your CC department, but particularly in the UK FNOL team, should not be in a client facing role. The people working in the UK FNOL team can do with some customer service training.. at least on how to address customers but also on the decency to reply to complaints. I complained several times about an unfair damage charge but they cannot be bothered to look into this, the only thing they can do is refer to T&Cs.. Disgraceful company. It's evident that you are trying to regain your revenue losses during COVID-19 in 2020 by now overcharging customers.

No issues. Rented a car in October on a Saturday. Easy to find. No line. Got me and the family in and out. Restroom downstairs. Can be tricky pulling the car in and out, but go slow and take your time. Will come her again.

Fair customer service. Agent will try to upsell and made the entire check-in process even for Hertz Gold member - Pres Circle - extremely long and painful to get you to upgrade to a larger car, accessories and expensive and over the top insurance coverage. Despite a sign stating Gold member to go to the parking lot to pick up their car. This did not happened during my visit.

Extremely disappointed. Only 1 of the wheel rim with minor scratches and told with DAMAGE. No communication and waited for 25min and was told will charge from the PRE-AUTHORIZATION. Eventually, charged for Damage GBP100 + the silly Damage Admin Fee GBP35. Horrible ripped off. Never been in my years of rental experience with Hertz. Please RENT with CAUTION.

Terrible terrible buying experience online.
Impossible to book.

I want to be clear that this is not a complaint about this branch. If only I had got close to even using this branch.

However since this was allegedly where I was supposed to rent the van from I’m afraid they get the doubtful pleasure of my review.

I used the website to try to book a van one way.

That was a 3-star ie moderately poor website buying experience. It took you long and involved a lot of going in circles. But it made some kind of sense.

But until the point where it asked me to book on a phone call it was only moderately bad.

That’s where the trouble started.

Firstly the call had a voicemail on it and automated options. None of which included speaking to a human. I was forced to use SMS chat.

I had a bad feeling but I tried to go with it.

After a back and forth lasting about 30 minutes to make one simple one way van hire booking with a very sweet person with terrible English, they claimed that my debit card was invalid.

Frankly all I can say is this was astonishing level of incompetence and time wasting.

They’ve just sent through An automated text saying they couldn’t verify my identity.

Using the *same card * and * on their website * (no phone calls needed - take note Hertz), I just booked in about 3 minutes using Sixt.

Big win for them and ZERO POINTS for hertz .

The only reason this isn’t the worst buying experience of my recent life is because Europcar is even less competent.

I’ve just wasted two hours of my life on this one of the busiest days of the year.

More I’m frustrated not only behalf of other would be customers but on behalf of the presumably competent people that must work at hertz.

You are being HUGELY let down by your website and truly word class awful SMS sales service.

Please please hertz spend some money and work on this. You must be losing £100Ks if not more every year.

For van hire I personally will be avoiding this company like the proverbial plague.

A very good experience renting from Hertz Marble Arch. Both the guy upstairs who checked me in and the chap downstairs who gave me my vehicle and signed it back in were lovely, polite, efficient and very professional. The car was immaculate and just what I ordered.

Quite a difference to Hertz at London City Airport whose service was appalling in nearly all aspects earlier this year.

So thank you to the team at Marble Arch for restoring my confidence in Hertz.