After about a 20-minute bus ride from the airport, you reach the counter which is manned by just two people, making the service very slow. They try to sell you extra fuel and insurance. The first invoice they gave me did not match my pre-order amount. When I asked, they said I had purchased a full tank of fuel, but I hadn't signed any agreement for that. I insisted on a correction, and they issued a new invoice that matched my pre-order. They also kept pushing for insurance, but I showed them the bottom line of the QEEQ booking form, which made them stop talking about it. Be cautious as foreigners might try to take advantage of you. Do not rush when renting a car; understand everything before signing. In the UK, they give you the keys and paperwork at the counter, and you go pick up the car yourself. Do not simply drive off after collecting the keys; instead, take a pen, inspect the car thoroughly, and mark any scratches or damages on the form. Pay special attention to the wheels because the narrow roads make them easy to scratch, and rental companies often charge for wheel damage. Take photos with your phone as proof and have the staff sign and acknowledge any pre-existing damage. When returning the car, do not just leave if they say it’s OK; ask for a receipt. In my case, I returned the car in Edinburgh, was told everything was fine, but later they charged me £85 for a scratched wheel. Thankfully, I had bought additional insurance from QEEQ.
We arrived at HERTZ earlier than the scheduled pickup time, and they didn't have the reserved model available. The staff said we could only choose either a fully electric car or a manual transmission vehicle, or pay double the order price to upgrade to another option. I refused and suggested waiting to see what could be done. After waiting for nearly two hours, a senior employee helped us by offering a smaller SUV model compared to what we had booked. I had reserved a compact SUV capable of fitting three 24-inch suitcases in the trunk, but we were given a subcompact SUV where only two 24-inch suitcases barely fit. After storing the luggage, there was hardly any space left—even a large bottle of mineral water couldn't fit. I've rented cars abroad five or six times before, and this was the only instance where the rental company downgraded the car model. The service at the HERTZ Heathrow Airport branch is genuinely poor. However, the vehicle itself was in good condition—very new with only a few thousand miles driven.
Huge scam!!!! They said there were no issues when I returned the car, but when I got back home, I received a damage fine, even though I had full insurance. What made me the most angry was the Hertz staff. In Edinburgh, we paid for parking but still got a fine. After returning the car, we went to the front desk to discuss how to handle it. Initially, the Hertz employee was very nice and asked us to send the ticket and our parking receipt to Hertz, promising they would handle it. But then, all of a sudden, they changed their tune and told us to pay the fine first, saying they would help us get a refund from the city council. They even made us pay the fine right there on the spot, despite us risking being late for our flight. After paying, the Hertz employee immediately became hostile and ignored us, serving other customers instead. It felt very intentional and extremely frustrating, like something out of a TV drama. When we got angry and demanded an explanation, they said it was not Hertz's responsibility and we should deal with it ourselves! Later, we realized it was a trick. By making us pay, they shifted the dispute to be between us and the Edinburgh government. To appeal the fine, we would need to provide the car owner's information, but we couldn't process it without that. Only Hertz could resolve this mistake, but to avoid hassle, they tricked us! Otherwise, they would have been charged, and we would have had to provide proof, making it a dispute between the car owner and Edinburgh's government. Sadly, when I was studying in the UK, I heard about how bad Hertz staff were, and many people preferred to choose Europcar even if it was more expensive. Now I've seen it for myself, what a terrible company. The service is extremely poor, whether picking up or returning the car! PS: We waited forty minutes for the Hertz shuttle at the airport!
At the London Heathrow Airport branch, I was received by a lady who informed me that I had reserved a hybrid car (which is more expensive). I told her that was not the case. After typing on her computer, she realized she had made a mistake due to a name match. She then asked how many kilometers I planned to drive, and I responded that I thought the rental was unlimited mileage. She mentioned that based on my mileage, they could offer a discount on fuel, but I insisted on returning the car with a full tank. She then printed the documents for me to sign. I requested to verify each item and noted that there was an additional charge for super insurance, which I had already purchased through QEEQ, and it was clearly stated on the reservation not to upsell insurance. I pointed this out to her, and after some more typing, she reprinted the documents and retrieved the original ones. After picking up the car, I noticed that the inspection form indicated the car ran on diesel, but it was an Audi A3. Doubtful, I asked a security guard who politely suggested I smell the fuel tank, which confirmed gasoline. He double-checked with a colleague and confirmed that the document was incorrect. This was my first time renting from HERTZ and I hope this was just a one-time mistake.
The line at the London airport branch was very slow that day, and the Google navigation was inaccurate, which made me anxious when I couldn't find the drop-off point. Finally, I asked a local taxi driver and found it. The staff was nice, nothing unpleasant happened. It wasn't until my deposit was released today that I felt confident giving a fair review. 4 stars, it's okay.
About QEEQ:10.0/10
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