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22 June 2021
We survey thousands of real car hire customers to give you an independent, unbiased rating of Hertz and let you compare it with 12 car hire companies.
A true international operator, big-brand Hertz has rental locations in all four corners of the globe.
Which? verdict: Hertz ticks most of the boxes but its three-star customer service rating fails to impress.
Hertz may not top our table, but it’s fair to say that it has many satisfied users, as reflected in its overall customer score of 70%.
Numerous people in our survey told us that they found it offers an ‘easy’ and ‘smooth’ service, and one said: ‘I have found them consistently efficient, fair and transparent for many years.’
Others commented on how great it was that Hertz emailed through photos of the rental car highlighting any damage, so you have proof of what was there originally. However, it only scored three stars in the recording of scratches category.
Customers who are members of the Hertz Gold Plus Rewards scheme are its biggest fans. The scheme is free to join and its perks include being able to skip the queue when collecting or returning a car and having an additional driver at no extra cost.
One hirer commented: ‘As a Hertz Gold member, my car is always ready, I don’t need to go to the desk and it's a smooth hire process'. Gold members told us that they often get free upgrades, too, or at the very least a wide choice of vehicles.
The company’s three-star rating for customer service suggests that things aren’t so rosy for everyone who uses Hertz, though. A couple of customers noted how long Hertz held on to their deposits and there were a few isolated incidents where people felt unfairly treated.
At £30, on average, per day, Hertz is reasonably priced, but it still only receives three stars out of five for value for money.
Should I book with Hertz?
Hertz seems to please most of its customers, most of the time – especially its Gold Plus members. But if you want more of a guarantee of an excellent experience, we would recommend looking at Enterprise instead.