Full Insurance

The customer service actively recommended insurance and GPS upgrade, but later calls couldn't get through.

We were told that the car we originally rented was swapped for a larger one, which created parking issues in the city. There was also a problem with the shuttle service when we picked up the car, and we had to walk to the parking lot ourselves under an extremely hot sun and a considerable distance. When returning the car, the staff were very rude. We didn't know where to park and were told to park wherever we saw their signs. However, since the car was large, we took a while to park and were scolded by the staff, which left us very shocked. They did not provide any guidance and appeared very impatient. We will definitely not consider Hertz again.

This was an extremely poor car rental experience, full of various traps. It's not my first time renting a car abroad, but I've never seen such shameless behavior from a rental company. They insisted on having two credit cards, and since I forgot to bring the second one, they downgraded my car, which would have been acceptable. However, they charged a 350 euros car swap tax and said I had to buy a 400 euros full insurance unless I paid the tax. This is coercive insurance selling. And it didn't end there. When returning the car, they told me the 400 euros was before tax, and there was an additional 20% tax. Rentalcars.com, please evaluate if this is reasonable process and fair charge. To all future customers, don't be fooled by international brands. If Hertz continues like this, they will eventually be overtaken by competitors. Rentalcars.com also has some responsibility in the choice of suppliers. I suggest terminating cooperation with Hertz in Madrid to ensure customer interests. If a middleman loses customer trust, where is the competitiveness? Additionally, I reserved a specific model, but a month before the trip, they notified me unilaterally that they could only provide a similar class. After complaints, they agreed to provide the specific model. I strongly doubt they even had my reserved model available that day.

The staff had very heavy accents, which made communication difficult despite their generally good attitudes. There were about 3 people in front of us, and we waited in line for half an hour. The most serious issue is that this Hertz location in Madrid overcharges customers, so be cautious. We picked up the car a few hours earlier than scheduled, and the staff used this as an excuse to charge us for an additional day (despite us already having prepaid the full amount). Initially, we thought the extra day displayed on the receipt was just indicating our rental period, but the staff never explained this issue, nor did they tell us that picking up the car a few hours early would incur an extra day's charge. We could've waited. Furthermore, we purchased their super cover insurance (which comes with an additional 21% tax), and they included the extra day's rental fee in the insurance tax calculation. When handing over the car, they told us that only the insurance fee would be deducted, with no further explanation of any additional charges. When we followed up with the rental platform, they initially said, 'Hertz over there said you were charged for returning the car late,' and later changed their story to, 'You were charged for picking up the car early.' We rented the car for approximately 81 hours, less than four days, but were overcharged by more than 90 euros. We've rented from Hertz before and never had such an issue. This time we've paid for a very bitter lesson. A severely bad review.

Both pickup and return went smoothly, but two weeks after returning the car, I noticed an inexplicable charge of 60 euros for fuel and service fees. I immediately sent the return report and fuel receipt to the rental company, but it's been over ten days and still no resolution. Not sure if this is personal deceit by the staff or an intentional act by the rental company.