Since this trip involved five friends, we booked a larger station wagon several months in advance. Upon arrival, the rental company initially intended to give us a CLA, claiming it was the station wagon we had reserved. However, after we checked the official website and confirmed that the CLA station wagon belonged to a different category, they changed their stance and said they could refund the price difference but insisted that no other vehicles were available today. They presented a 'take it or leave it' option and left us stranded in the garage to walk back to their office on our own. After contacting customer service via the rental platform, we were informed that a V90 could be arranged within an hour (they even specified the model). After 45 minutes, we tried to communicate again with the same store staff, only to be told that there had been a system malfunction during the past hour, and we would have to wait another hour on the store's sofa. They assured us that the vehicle would be immediately available once ready. Another hour passed, and we had to walk back to the counter ourselves before the staff finally arranged the car keys for us.
Returning the car was very quick, just needed to refuel to full. There was some delay during pickup, but they directly upgraded the car to a seemingly more expensive model.
They trick customers by giving you a GLE with less trunk space than a 90, and the tire has a bulge. I don't believe they wouldn't notice this during the inspection.
“Good until the bad expierience over the windscreen damage.”
About Hertz:7.0/10
At the end of the hire, I was stunned to find out the collision damage waiver did not cover damage to the windscreen from a stone thrown up by another vehicle. Also an an exorbitant charge for the repair. At least 4 times the real cost of replacement of the windscreen!
We arrived at HERTZ earlier than the scheduled time, and the reserved car model was not available. The staff said they could only offer an electric car or a manual transmission car unless I paid double the order price for an upgrade. I declined and decided to wait. After waiting for nearly 2 hours, another experienced staff member managed to provide me with an SUV one size smaller than what I had reserved. I had booked a small SUV, which was supposed to fit three 24-inch suitcases in the trunk, but they gave me a compact SUV that barely fit two 24-inch suitcases. After placing the luggage, there was barely room for even a large bottle of water in the trunk. Having rented cars internationally five or six times, this was the only time a rental company downgraded my car model. The service at HERTZ Heathrow Airport branch was really disappointing. The car itself was in good condition, quite new, with only a few thousand miles on it.
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.
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