Hertz HONOLULU INT'L AP Review: Pickup/Drop-off Excellent, Cleanliness Excellent, Customer Service Exc......

Search for Hertz Car Hire in Hawaii - Oahu Island (honolulu)

Joan Hardy

United States

Reviewed: Tue, Sep 25, 2018

About Hertz: 4.0 /10

I picked up the car from the rental company very late, close to closing time. Because I had booked everything through Zuzuche, I thought I could follow the booking exactly at Hertz. However, the staff first asked me to upgrade the car for an additional cost, suggesting an upgrade from my original Corolla booking to an Infiniti. When I refused, they said there were no Corollas available. I said any car of the same class would be fine, and the staff reluctantly agreed. The staff handed me a receipt without asking any questions. I asked if the only additional charge I needed to pay was for the baby seat (as stated on Zuzuche). They confirmed this, and I left without checking the receipt. Hertz staff did not prompt me to inspect the car, but to avoid issues later, I recorded a video of the vehicle, especially the areas with dents and scratches, before returning to the staff. They said it was fine, but if I insisted, I needed to fill out a vehicle condition form, marking the problem areas and specific issues. After completing the form, they kept the first copy and gave me the other two. When I got home and checked the receipt, I found two unexpected charges. Hertz staff had added two insurance items without my consent, increasing the cost. I contacted Zuzuche's online support immediately. They said similar issues had occurred before and advised me to visit another Hertz location the next day to cancel the insurance fees. The next morning, I went to a nearby Hertz location, but they said it wasn't possible as the car was rented at the airport. Changing the contract at another location would require a $70 inter-location fee to be paid to the airport branch. They suggested I return to the airport rental office, but the day’s insurance cost could not be waived. Given the distance to the airport, I decided to let it go. A few days later, I complained at the Hertz airport location during the car return. The sales manager attended to me personally and listened to my feedback about Hertz’s service quality. He canceled the insurance charges, which was a pleasant surprise and showed commendable service from the American staff.