Hertz rental experiences?

I've had bad experiences with practically all rental companies in Italy: Europcar, Hertz, Avis, Sixt, you name it. I've had also bad experiences with Avis and National in the US, although not as frequently as in Italy where I almost never come home happy. I'm Italian and I speak the language, so it has nothing to do with lack of language skills. I just think those companies take advantage of people who live too far to successfully complain.

The most common trick they use on me is to charge my card (after I get home) with fuel charges, even though I always return it full. Another complaint is that sometimes I rent (and prepay through Autoeurope.com) for a higher class of vehicle, but when I get there it's not available and I'm stuck with a lower class of vehicle. Last year for example I rented a midsize through Autoeurope (with Europcar), but they didn't have it and for the first 4 days I was stuck with a compact. I was unable to get a refund for the first 4 days (and to add insult to injury they charged me for fuel charges even though the car was full. A year earlier I rented a compact, but Avis gave me an economy. So this year I'll rent an economy, hopefully they won't give me a "mini" (like a fiat 500). Years ago I had a burned headlamp replaced by a mechanic in Sicily. Sixt never refunded me for the expense.

You also need to be careful for possible scratches (real or imagined) that they will charge your card with. Buy full non deductible insurance (called Kasko, in Italy), because if you don't, they'll find a way to blame you for scratches that probably were there already and charge you card for the deductible (which could be as high as €500). That has never happened to me, because I always buy full (no deductible) coverage.

Generally it's not much you lose (maybe 30 or 40 euro fuel charge for example). I guess you have to take that "extortion" as an additional cost of travel. A sort of "tourism tax". Go with whichever company you find a good price. The biggest risk in your case might be that they don't have an automatic car available when you get there (automatic cars are rare in Europe). Rent from a big city location. Via del Sansovino is big, so it shouldn't present a problem.

Thanks Roberto- I trust you.

I can't figure out how to add the full non-deductible ahead of time on Hertz site so I am probably going with AutoEurope. It is my understanding that as a "consolidator" I will still have to deal with Hertz on my own if there are any issues after the rental- is that correct?

I plan to take pics of car before driving away and at drop off. Whether that helps or not- I won't worry since I will have the Full Deductible!
If they charge me for an unnecessary fill up- well...as you said probably not worth the hassle to dispute.
Not crazy about risk of no automatic available when we get there but don't know what to do about that!

Just last May we used Hertz at the Rome airport for a week drive through Tuscany. Could not have gone better. We requested a mid size for four people - got a mid size. No request for transmission but did get an automatic which was fine. Check in and out was very smooth and no delayed charges.
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Remember, that just as in the US, what car you get is very dependent on the inventory on hand at that hour. There is no guarantee for automatic or standard transmission or even size. This is an area where may need to go with the flow. I find it rare in the US to get exactly what I have reserved. I was just in Birmingham for some weekend meetings and all I wanted was a compact to get from airport to hotel and back. Had a full size sedan.
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Obviously completely checking the car is critical AND calling the dents to the attention of the attendant prior to leaving. Don't just take pictures. Make a note on the rental papers. Also, check to be sure you have a spare tire and look for glass chips on the windshield. Didn't do that once in Phoenix and Alamo made me pay. Return pictures are very important and make sure your time stamp is on.

Hi Christine,

We have used Hertz in Italy three times (Florence, Orvieto, Chiusi), and never had any problems. Everything was as expected before, during, and after. We even extended our rental by a day, and had trouble calling ahead, but still had no problems.

I agree that you should mark any dents or dings on the rental papers before driving off. Our rental agent even made a point of helping us do that. But you should do that in the US, too.

Things can always go wrong, but most of the time they'll be fine. Reserve what you want and don't sweat it. Most likely you won't have any problems.

Have a wonderful trip!

We have rented in Italy 3 times, once from Autoeuropa and twice from Hertz. Did not have any problems or unexpected charges with any of them. The last time my hubbie actually scraped the car slightly on one side, leaving a mark ( don't ask). We had noted a mark on the opposite on the check -out form when we picked up the car. The agent at the return office inspected the car, noted the new mark, then saw that we inventoried the old mark, and he let it go ( we were not charged for damage). No idea why, but it may help that we are Hertz Gold members and rent through them.

Christine,
When you are dealing with Hertz, Avis, or other names you know... you must realize that many of these are Italian owned. And many of the smaller vendors are franchisees. Thus, there are multiple layers when dealing with issues. You don't call Hertz USA... you have to call Italy and talk with Hertz Italia!

We did not own a car when living in Italy so we rented often. Like Roberto, we ALWAYS took the $0 deductible option. Even then, NOT everything is covered, like UNDERNEATH the car, tires, windshield, etc.! I had a dispute that went on for 6 months with Thrifty in Rome until they admitted they had the wrong file and wrong car! I had already cancelled my credit card, etc. to protect myself. They offered no apology or compensation. What a pain!

But as mentioned, do walk the car, take pictures, and MAKE SURE the staff on hand acknowledges what you find. Have them initial everything - and don't be reluctant to be demanding ... because this is where you protect yourself. I had one car that was so badly scratched I had mark-after-mark on the page. They finally just gave me a new car, they were so frustrated by my need to acknowledge the issues. I then took the same time with that car! Protect yourself -especially if you have a one-way rental.

Hertz cannot add the $0 deductible insurance here in the USA; it must be done in Italy. Avis can, but you have to prompt the reservation clerk here in the US; Auto Europe does perhaps the best job with $( deductible insurance, but you will have to prepay. You can cancel up to 3 days in advance when purchasing AE online - or if you work through a travel agent, you can often cancel up to the date of your rental. Your money is then returned to your credit card.

Make sure you get the IDP for each driver, and do plan on how you'll coordinate your GPS needs. A GPS options may be more limited on one-way rentals. I book a lot of rentals now for folks and AE often has the best prices, you can pay in US dollars, and I've had good support with issues. Hertz has probably been the group I've booked as an alternative. I would stick with an international name you know, and one that meets your drop-off and pick-up options. Venice is a GREAT place to pick up a car, because it's such a destination location. Many folks get free upgrades here because the vendors want to get cars back to Rome, Florence, Milan, etc.

Good Luck!

As Roberto suggested, you can probably fill a multi-volume book with horror stories about rental car companies here and abroad. However, I have determined to avoid Hertz in Italy if I possibly can. First of all, they are a separate entity from Hertz U.S., so you cannot communicate with the latter about problems. The number given on our documents for customer service didn't work. End of any possibility to complain. What were our complaints? The agent started off by trying to convince me to return the car without refilling it, because he claimed there were no service stations near the Catania airport. Outright lie. There are at least two. I didn't fall for that one. Then, when I declined the CDW, he said it was included in our Autoeurope prepayment. That threw me off guard, so I didn't scrutinize the tab carefully enough. Upon returning the car, I was told I had okayed an additional $200 charge for insurance. After returning home, I noticed that we had been charged in U.S. $; in other words dynamic currency conversion was slipped over on us. A statement in minute letters said that we had been asked and agreed to this. Need I say that we weren't asked and would not have agreed? In fact had I not been so angry about the insurance, I might have caught that; and I would have insisted on a rewritten bill. I believe that the corporate culture at Hertz/Italy must encourage such unscrupulous behavior, very likely by financial rewards to agents who are able to squeeze more unnecessary charges out of unwary customers. I'll take my chances with some of the other companies.

Christine
Our experiences with Hertz has been terrific. We have used them 4 times in Italy and once in Switzerland. Just follow the guidelines posted above. Pay for 0 deductible, take lots of pictures and keep your gas receipts. We like them for the Ford C-Max, lots of room for the $. If you are an AARP member, they give a good discount. Our only complaint is that the car storage in Rome (Termini) is 7 blocks from the ticket counter.

The only way to 100% avoid scams and overcharges from car rental companies is to just avoid them and take the train. The thoughts of enjoying all of that "freedom" by having a rental car are quickly overshadowed by the constant worry of begin dinged, getting a scratch, heaven-forbid actually having a wreck, what if it's stolen, etc. Too many bad things that can possibly happen and the rental car companies are NOT your friends if anything DOES happen to the car.

Haven't read the replies but we just came back from Italy. Picked up our rental car from Hertz at the Florence airport. Had it for 5 or 6 days and returned it in Orvieto and took train back to Rome. We had NO problems. Everything went smoothly. We opted for 500 which was the ideal size for the two of us and for navigating in some of the hill towns where we stayed.

Two years ago we rented in Naples...I believe from the company that begins with "M"? No problems with that company either.

We did not have an automatic.

Hertz is no better nor no worse than anybody else - - except for price where they never seem to come close internationally. Ex: For a random week next month, Kayak shows Hertz for a small car out of Rome at $54/day for a week; and any number of others at exactly half that. You can't get that low with a loyalty program. I think Americans tend to focus on Hertz/Avis/etc only because of name recognition rather than any great comparative knowledge.

What Roberto said is true. You deal with a franchise, not Hertz Inc. You're stuck with the luck of the draw on that one unless you've had a lot of direct experience with one location.

The only way to 100% avoid scams and overcharges from car rental companies is to just avoid them and take the train.

I have a rental car under my butt for about six months out of any given year - - never been scammed or over-charged. Damage, sure, including a car nearly totaled by a drunk - - new car arrived about the same time as the wrecker. AmExp had something for me to sign about the claim validity when I got home - - took me longer to walk to the mailbox than it did to write a brief one-liner and sign the thing.

*The thoughts of enjoying all of that "freedom" by having a rental car are quickly overshadowed . . . *

Look at a rail map. Look at a road map. See which goes more places.

. . . by the constant worry of begin dinged, getting a scratch,

Yep, those too. Brushed a hedge once, came back to a parked care that had been dented while I was gone - - resolution was the same as the one that was destroyed.

Another thumbs up for Hertz. We ARE Gold Club Members, though. Don't know if that makes a difference. We also dented a car in Spain and weren't charged. Do take all the precautions listed above, and make sure you have all drivers get an International Permit at AAA.

On a completely different note, Trip Advisor is not necessarily the best source for Trip Advice. I realize this may seem strange, but they do NOT require an actual stay in a hotel for a recommendation. Booking.com and Venere.com are both more reliable. So, some of those bad reports re Hertz could have possibly come from competitors? Maybe, maybe not. Roberto is an excellent source of all things Italy. Him, I trust.

RE GPS: we take our own portable Garmin with the suction cup for attachment to the windshield or dash board. We pre-load the Italy map from the States, so the voice is in English. I stumble through Italian, so this is much better for us.

I rent cars frequently in the US and Europe and can tell you at any given time any rental company can be a pain. Part of it depends on the individual working... however I do find National and Advantage to have some of the pushiest salespeople of all...probably company policy. In Europe I can drive a manual, but when in UK I prefer an automatic. I would never prepay any car rental... especially given that you need an automatic. When you get there and have a problem with no automatic available you are in for a lot of work to straighten things out if you have prepaid. If you have not prepaid you just move to the next rental desk and see what they can do for you. Plus, the rates do change frequently, so I look at priceline... find the cheapest car available (I usually do stick with the major companies, even tho they are not affiliated with US) I put in a reservation and know I have my car held and they do not have my CC#... if I check the site later and find a cheaper reservation available, simply make a new one and cancel the previous one. The rates can change substantially.... Last week I held a car in Raleigh NC about 6 weeks ahead... total for 2 days $101. I looked again about 10 days out... same rate... I checked 3 days before and all companies (including where I rented) were over $250 for those 2 days. Looked again the night before and morning of.... same high rate. This happens on almost every trip...many times the rate will go down about 2 weeks out... but it usually changes. Takes a few minutes to check, but worth it for me. I save $$$.

Thanks all for the feedback.
Since most of the above actual experiences were positive for Hertz I do feel more comfortable with our choice.

I have been in touch with AutoEurope and they have assured me that once they confirm an Automatic at our chosen pick up location- that is what we will get. Whether that is true or not- well- they do have their reputation and customer service record to protect- so if they tell people it is guaranteed I guess it better be! (If it doesn't play out that way- I have no problem making my dissatisfaction known).
We want an automatic but if their promise is not kept and all we get is a manual it will not be the end of the world- just haven't driven a stick in about 25 years.

Not getting a rental car is not a choice- we have days planned in Tuscany/Umbria countryside- that is the whole point of having a car!
We will bring our own GPS w/Italy maps, have IDP, take pics, check car over, make notes, etc- after that- if something happens on the road- well S*** happens everywhere.
We have rented plenty of cars over the years in US and know the risks. We have actually never had a bad car rental experience in the states and that is over 40+years. Call us lucky I guess.

Although we never prepay for a rental here in the states-with AutoEurope we don't have a choice. I am OK with that. (3 day cancellation- which would only happen if we cancel entire trip- which will not happen!) Nor do I want to spend my precious vacation time hopping from car rental counter to car rental counter looking for a deal!

Thank you RoninRome for your input- I have learned so much from your website- so informative!

Donna- I do trust Roberto and I have come to look for your responses as well- you seem to have a good bit of Italy travel experience under your belt.

I'm happy with the price AU gave me, happy with the automatic they are assuring me will be there, happy with the pick up/drop off locations.
That's about the best I can do.

Now- to figure out what to do with my extra half day in Rome!

Rent from another rental car company. I had a terrible experience in Venice at the Marco Polo Airport.

1) Regarding the tank, it was not full. It was under the 'full' mark. That's neither here or there. There have been numerous times I have rented from Hertz in the past and when given the gas at the 3./4 tank, etc and I agree to fill, I usually overfill anyway as I can't gauge when the tank is full at the gas station. I was charged a ridiculous amount for gas

2) I was a visitor in a foreign country so of course I would have opted to choose the prepaid gas alternative. However, their rep recommended I choose the option to fill the tank on my own. She assured me that there was a gas station right before entering the car rental return. I took her advice, but when I arrived for my flight the gas station was closed. I had no choice but to turn the car with gas filled 3/4n to avoid missing my flight

3) I feel I was truly deceived to pay out a higher gas price. I should have opted for prepaid gas., but I trusted their Hertz rep to provide a solution that was fair and practical, the best solution; not a solution that would prey on my lack of knowledge of the area and/or anxiety in figuring out where an open gas station was prior to filling up the tank fully. Again the tank was just below full upon receipt. Furthermore, the amount of time it has taken to get a response from their poor customer service skills has proven to me that it's not about the customer or Hertz's 'goodwill.

I was charged over $100 for 3/4 of gas

Don't rent from Hertz, especially in Italy.