When I arrived at 2:00 PM, the rental counter was entirely abandoned. The situation deteriorated further when we discovered an honest clerical error on my booking: I had accidentally selected a round-trip rental from Winter Haven instead of a one-way drop-off at MCO. Instead of assisting me, Mike treated me with immediate hostility, acting as if I had committed a serious crime and being so overwhelmingly negative that I genuinely feared I would be denied a vehicle entirely. Only after I took the initiative to ask if I could simply create a brand-new reservation did he finally agree, yet he and a secondary agent explicitly assured me that I would not be charged for the initial, incorrect booking. This proved entirely false when I later discovered I was facing a no-show fee. I would like to mention that with the exception of telling me I would not be charged for the incorrect reservation, the secondary agent who took over provided satisfactory service. Upon calling the office back, Mike casually flipped his story to confirm I would be charged unless I called corporate. He then gleefully engaged in a condescending game of withholding information, repeatedly telling me to call "them" while refusing to provide the actual contact number, forcing me to call a completely different branch just to get the support I needed. When I challenged him on this, he attempted to justify the no-show fee by claiming I was late picking up the vehicle. I explained that I arrived at 2:00 PM and neither he nor the other rep were even at the counter. He then admitted he was outside and the other rep was in the restroom, which is completely unfair to blame on me. Mike openly enjoys making the customer experience as stressful and difficult as possible, and I will absolutely never rent from the Winter Haven location again as long as he is employed there. Unless you enjoy being treated like garbage, I strongly suggest you don't either! read more

Terrible Experience with the Manager, but One Bright Spot Rented a car from this Hertz location on 7/11 and returned it today, 7/21. At no point were we told the car needed to be brought back with a full tank. We don't rent cars often--we usually Uber--but when we do, we've used Enterprise, where everything is explained clearly. When we brought the car back, the tank was at half. The manager, Mike, asked if it was full. We told him no, and explained that we were never told it needed to be. His response? "Have you ever rented a car before?" Completely rude and unprofessional. It was honestly shocking, unnecessary, and hostile. I don't know how someone like that ends up in a customer-facing role. I'll be telling this story every chance I get because people deserve to know what kind of service they might get here. No one should be spoken to like that. That said, John, the other rep who helped was absolutely great--polite, helpful, He was the only bright spot in an otherwise frustrating experience. Once I returned from fueling the car, Mike was no where to be found hmm. read more

I was given the option of using Hertz by the insurance company of the person that hit my car. Everyone that I talked to on the phone were extremely helpful. The gentlemen that I dealt with at the Winter Haven office were friendly, efficient, and helpful. They had a large supply of cars/trucks to pick from. When I thought I had a problem with the rental car, everyone was extremely helpful, it turned out to be a user (me) problem, not a car problem. I highly recommend them! read more

I don't rent cars very often, maybe one every 5 years yet I'm to know that if you reserve a car for the same day you're supposed to call ahead to make sure they have the car available. Regardless if the website says the location you're renting from says they have it available. When I got there the two workers asked when I reserved the car, when I told them 1 - 2 hours ago I'm immediately told they don't have any cars available and I'm supposed to know that I should never assume they have a vehicle even if the site says they do. I should always call and check. After saying that I didn't know that I was told everybody knows that and now I know. I told them I used Uber to get there and what was I to do now. Kind of just talking things out to myself. Then man one says they can't help and man two days I need to call whoever dropped me off to come and get me. I also wasn't able to sit down and find an alternate means of transportation. Terrible attitude and representation of Hertz car rental. This was the Winter Haven Florida airport and I'll never rent with Hertz again not that it matters because I'm hardly a big renter. I'm also going to recommend any car rental to people other than Hertz! read more

I reserved a pre-paid rental more than 48 hours out. With less than 24 hours from when I was to pickup I was informed that there would be no car available. Not just that the car I had already paid for wasn't available, that's somewhat understandable, but that no car was available. To top it all off the person who contacted me was rude and didn't seem to care that he was leaving me stuck. I had to pay almost double to get a last minute rental from Enterprise but they were at least very pleasant and accommodating. As a Hertz Gold Plus member I found this completely unacceptable. Furthermore I got no accommodation by contacting the corporate customer service. They acted like they did something by simply refunding exactly what I paid. After going back and forth with a few emails they offered me a $50 credit towards a future rental. This didn't even cover half of what I had to pay in excess of what I'd already paid them. I told them to keep there credit as I would be taking my future business to their competitors. read more

The most terrible and humiliating experience I have ever had trying to rent a car with Hertz. Last May 17, 2022 I arrived at the Hertz office located at the Winter Haven Airport, Florida to pick up a rental car that I reserved using the Expedia.com website for the purpose of attending a medical appointment at the Mayo Clinic in Jacksonville, without thinking that it would be the worst and most humiliating experience of my life. I needed my brother-in-law to drive me, since I was feeling unwell. When I arrived at the office there were three people, Mrs. Stephanie Ramirez (Branch Manager) and two more employees. I went to one of the employees since none of them welcomed me to the office, and I began the steps to follow for the car rental with constant setbacks during the process. First they tried to sell me the car insurance which I had already bought with Expedia, so they asked me for the policy number of the insurance, so I provided the policy number. Later when I gave the employee my brother-in-law's driver's license (who would be the driver of the car), my credit card which I used to made the reservation on Expedia and my driver's license, the employee informed me that the credit card had to be from the same person who would drive the car or that otherwise I would have to include my name as the second driver of the car and pay an additional $13.50 per day., After asking him several questions about this new information and accepting the rental conditions, Mrs. Ramirez approached the employee's desk in a totally rude, incorrect, unprofessional, racist way, and after a very unpleasant discussion she directed her employee to cancel the reservation, I begged him several times in the nicest possible way that he please not cancel the car reservation because I needed it to go to a medical appointment in Jacksonville where I would have a colonoscopy and endoscopy the next day, May 18th. Mrs. Ramirez, in the most arrogant way possible, turned her back and simply ordered him to cancel my reservation, using her power of manager in a rude, incorrect and I could even say racist way, to which I commented that it was embarrassing that a Latin person like her would treat another Latin in such a derogatory and rude way. People like Mrs. Ramirez should not be manager of a company as prestigious in the market for many years as Hertz. I told the lady that I had chosen Hertz precisely because a member of my family had worked more than 40 years for Hertz, for which my family and I were proud of him and we remained loyal to Hertz. This unpleasant incident with Mrs. Ramirez caused me anxiety, frustration and sadness in addition to the loss of $30 dollars I paid for the car insurance that I never used, and the consequent state of anxiety just less than 24 hours before a high-risk medical procedure. It is very possible that no one will listen to this complaint about Mrs. Ramirez and she will continue to use her power and arrogance to mistreat Hertz clients, but I can affirm that neither I nor my family and friends will ever again rent car with Hertz after this unpleasant incident. read more