They gave away my vehicle and did not provide me with a refund. I’d like to receive a refund from Kayak. How can you be charged for a service you didn’t receive? It’s theft!
This rental was a horrible experience from the start. Kayak, unbeknownst to me, outsourced the rental to a third-party, carrentals.com, which prohibited me from getting customer service assistance from either Hertz or Kayak. The Hertz location in Bergen did not answer the phone following repeated calls during their business hours prior to picking up the vehicle -- I wanted to confirm they would have a child seat available, as I rented and paid for, to keep my child safe (calling to confirm availability is advised by Hertz). The associate in Bergen was rude and unhelpful and created a new reservation due to an administrative issue (on Hertz's end) with my husband's completely valid driver license. The night before we were scheduled to return out car, I realized the updated reservation was booked for return at the wrong airport, one almost 2 hours away. I had already booked and paid a hefty one-way rental fee. The Hertz location where I was intended to return the reservation was very helpful and noted that the one-way fee is the same for both locations, but the Bergen location that had to change my reservation said the difference was 5000 NOK. I will never rent a car with Hertz again, and am extremely disappointed at how negative this experience was.
Hertz should change their recharging policy for electric vehicles. We were required to recharge the car to 80% (received it at 100%). This is a reasonable policy, but I would have much preferred Hertz to offer to recharge the car for us and charge us a small premium on the electricity so we could have saved the 60 minutes looking for a fast charger and charging before drop off. This is my only complaint. I would definitely rent an EV again it was both economical and environmentally friendly. However, I encourage all car rental agencies to change their recharging policy to make it easier on the end customer. Thank you!
Overall experience was fine. The self serve kiosk did not work so we had to wait for employees to open the office to get our vehicle. The employees were helpful. Car was fine, a bit dirty but efficient and met our needs. Drop off was fast and easy. Overall, process went well and we would consider Hertz again.
Kayak did not inform us there would be a large charge for returning the car to another site.
The contactless pickup was simply a disaster … the code was not given thru email. We were in the rain trying to get our key from the lock box BUT nothing worked. The phone # were not working and we were there in the rain for 60 mins when we finally got thru to someone to help and it was still difficult then … I spent over $30 CAD in calls to get the key Worse experience ever! Almost ruined the start of our vacation … hertz needs to fix this process in Norway because for international renters the process does not work When we dropped of the car the office was open and we told him the issues we had at pickup and he said yea that has happened before and that made me more upset - you knew it does not work and yet you still make your clients go thru this Completely unprofessional! Worse experience ever !!
