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Customer Experience

Customer Experience

693 Reviews   •   Average   •   3/5


ADVANTAGESDISADVANTAGES
Amazing Attentive Convenient Cooperative Delightful Knowledgeable Optimal Perfect Reliable Satisfying Professional Clean Well-located Affordable Client-oriented
Criminal Dirty Disappointing Dishonest Fake Fraudulent Horrible Inattentive Incompetent Messy Miserable Misleading Ridiculous Rude Scam Terrible Unfavorable Unpleasant Unprofessional Unreliable Untrustworthy Not Client-oriented


Excellent

33%

Great

3%

Average

3%

Poor

3%

Bad

58%

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Description

Hertz UAE, a part of the Al-Futtaim Automotive Group, is one of the region’s longest established and renowned business groups. Since operations began in 1993, Hertz UAE has retained market leadership by diversifying business operations and product portfolios to anticipate market needs. Entrepreneurship and rigorous customer focus have enabled Hertz UAE to grow its business by responding to the changing needs of the customers and societies in which it operates. Hertz is one of the largest service providers in the country, managing over 11,000 vehicles on fleet and 14 Rental locations in the UAE. Hertz offers a 360-degree approach to services which include short term rentals, long term leasing and managed transportation, which covers all driven transportation and logistics solutions. Hertz UAE’s management approach is discipline, commercial awareness, customer focus and teamwork. The senior management team holding over 120 years of combined experience in rental and fleet management, a pool of highly capable middle managers, a multilingual 24/7 contact center and the continued investment in employee and customer engagement through all levels of the business, makes a strong impact on operations.

Products and Services
  • Flexible Monthly
  • Leasing
  • Special Offers
  • Vehicles
  • Customer Support
  • International Bookings
Location
Contact Details
  • https://www.hertz.ae/
  • +97142203013
  • [email protected]
  • Terminal 3 Arrivals Hall Dubai International Airport Dubai United Arab Emirates
  • Dubai International Airport
  • Dubai (UAE)
Additional Info

Phone: +97147011239
Phone: +97144226775
Address:
InterContinental Hotel
Dubai Festival City
Dubai
United Arab Emirates

Radisson SAS Residence
Dubai Marina
Dubai
United Arab Emirates

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Reviews

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Latest Reviews
Kevin
  France

Extra charges for supposedly missing mat

Unfortunately I have to add to the numerous complaints below – I wish I had seen them before renting with Hertz at Abu Dhabi airport.
I had to wait 1 1/2 hrs to get a car that I had pre-ordered and prepaid. Car inside was dirty, smelt of smoke and only had 3/4 tank. During the rental the brakes screeched. Then since returning the car Hertz have been trying to debit my credit card 400 euros for a supposedly missing front passenger mat – which could not of been there as a fire extinguisher had been fitted. No response to emails trying to resolve the problem. Hertz and Al Futtaim should take responsibility to resolve the problems. I am a frequent user of Hertz and Abu Dhabi airport is the first incident of this type.

ADVANTAGESDISADVANTAGES

Dirty Disappointing Dishonest Fraudulent Untrustworthy


10-04-2024

Yasiq kundanil
  India

Security despised money not yet paid

Its been more than 2 months after finishing the deal the security deposit amount after deductions have not yet reached my account

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Scam Unprofessional Untrustworthy


30-03-2024

Noor
  United Arab Emirates

deducting clients’ money from credit card without any further notice

Hertz is very untrustworthy, they deduct money from clients’ credit card without any further notice, and without any reason, and they keep ignoring my emails continuously for more than 40 days.
Please never do my mistake and trust this company, there’s full trustworthy companies in UAE , but HERTZ in not at all.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Miserable Unfavorable Unpleasant Unprofessional Untrustworthy Not Client-oriented


10-02-2024

Nicholas Parsamakis
  United Arab Emirates

Extremely Poor Responsiveness

TWe have been renting a car with hertz for about 3 years now, they delayed the service by approximately three weeks. Upon collection on the agreed date, a vehicle smaller than our original one was delivered as a replacement. After inquiring this discrepancy, we were assured that our larger car will be serviced and delivered provided within two days. Regrettably, this promise remains unfulfilled four days later. Communication with the company has been highly unsatisfactory, characterized by unreliability and misinformation.

Conflicting messages have been conveyed regarding the status of our vehicle: while one agent asserts completion of the service and imminent return, another claims it remains in servicing. Customer service representatives cite unavailability and purported busyness of the customer service managers, specifically Rodina, who refuse direct communication with clients. This experience is profoundly disappointing, especially considering our longstanding three-year collaboration with this company.

The individuals involved in this matter are Mohammed, the agent, and Rodina, the customer service manager. Their handling of this situation has been grossly inadequate and unacceptable. This series of events reflects poorly on the company’s professionalism and commitment to customer satisfaction—an utterly disheartening situation.

ADVANTAGESDISADVANTAGES

Dishonest Incompetent Unreliable


27-12-2023

Khalid
  United Kingdom

Hertz UAE are scammers

Hertz UAE are scammers, please don’t be fooled by prices or big names. 1st they tried to charge me for car damage, but couldn’t prove it, now they are trying to charge me for tolls and traffic fines for the places I haven’t even traveled. I have tried to complain at all levels, but I did not receive any response. I think its company policy, not an individual to scam customers.

ADVANTAGESDISADVANTAGES

Criminal


01-12-2023

Anil Verghese
  United Arab Emirates

Non responsive very bad experience at Hertz AL Futtaim Dubai

I rented a car on 31 Oct 23 . I wanted to change car on 1 Nov 23 as it did not have a reverse camera . I called 7 times , sent 4 emails .. had few courteous and some uncourteous conversations on phone service .It has been 8 days and I have nit been able to exchange the car even though I was willing to pay a higher rental..I decided to pay higher charges looking at Hertz name and AL FUTTAIM..very disappointed. No name and number to escalate. Internally the reservations don’t whatvthey call the main office and customer keeps bouncing from.one desk to another .They collect full fees and security deposit and that’s it..

ADVANTAGESDISADVANTAGES

Inattentive Incompetent Rude Unprofessional Unreliable Untrustworthy Not Client-oriented


07-11-2023

Kidane
  United States

Charges

There are crooks at the Dubai airport Hertz location. After I returned back to the US I found out that the crooks charged my card for a total of about $550 more than the rental agreement. I called them directly for an explanation but they were mute. I was able to reverse the fraudulent charges by reporting it to my credit card company. I suggest not to rent a car from that location but if you do check you credit card and be on the look out.

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Fraudulent


03-11-2023

Iyad Massarani
  United Arab Emirates

Nightmare experience

My experience with Hertz Rent a Car was an absolute nightmare. Despite making my reservation over the phone with a seemingly competent staff member named Muna, everything quickly went downhill from there.

I specifically requested that the car be delivered to my location the next morning, and I even received a confirmation email stating that it would be done. However, when the next day arrived, the car was nowhere to be found. I was left waiting and wondering what was going on.

I decided to call their so-called “unprofessional” call center to inquire about the status of my rental. To my dismay, I was met with incompetence and a complete lack of urgency from the staff. They informed me that they were still waiting for the documents, despite me having sent them multiple times and following up with numerous phone calls.

It is absolutely mind-boggling that a company as supposedly reputable as Hertz would hire such unqualified employees who are unable to take any action. I spoke to several individuals at their call center, and not a single one of them seemed to know how to handle a simple request or provide any assistance.

Frustrated and fed up with their incompetence, I made the decision to take matters into my own hands. I had no choice but to personally go to the airport and retrieve the car myself. It’s baffling that a company that claims to provide convenient rental services would force their customers to go through such unnecessary hassle and inconvenience.

Hertz Rent a Car’s lack of organization, unqualified staff, and overall disregard for customer service is absolutely unacceptable. I would strongly advise anyone considering renting from them to think twice. Save yourself the frustration, stress, and wasted time by choosing a different car rental company. Hertz has demonstrated that they are simply not capable of delivering on their promises and providing a satisfactory rental experience.

ADVANTAGESDISADVANTAGES

Disappointing Miserable Misleading Terrible Unprofessional Untrustworthy


28-10-2023

Patrick
  United Arab Emirates

Cancellation charge

I turned up to the Hertz airport branch having prebooked and pre-paid for a car. On filling in all the documents they required a credit card for the deposit which I did not have. Therefore they cancelled the entire booking. They refused to accept a debit card down payment, it was credit card only. I then cancelled the reservation by got charge £70 for a cancellation fee – the whole car rental was £78! They have no flexibility on this and are refusing to refund my money which is very disappointing. I went straight across to europecar who allowed a debit card down payment and rented their car. Sadly I am still in a battle to get my refund form Hertz. Very upsetting!

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Disappointing


26-10-2023

Amir
  Israel

Poor service

Very poor service
I had a terrible experience this time renting from this company. I had a defect in the rented car tried many times to contact them to fix it and no response. Wasted my time during my vacation sending them emails but they were unhelpful, they simply ignored. Not to mention the wasted time trying to fix the defect.
not recommended !!!

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16-09-2023

Rami Abdelhadi
  United States

Charged me over $1200 usd with no explanation

These people are thieves. Charged me an additional $316 USD a month later then another additional $920 USD the following week. Emailed them multiple times – no response. Contacted them by phone twice where both times I was told they would be back in contact with me very soon as they were escalating it to the manager/financial department. I’m not asking for much, I just want the invoices! Just explain what the charges are for! If you cannot take the time to send me a simple email to justify these high charges, then you must be hiding something. Don’t rent with this location unless you want ridiculous charges that you’ll never get an answer for.

ADVANTAGESDISADVANTAGES

Criminal Dirty Dishonest Fraudulent Scam Unpleasant Unprofessional Untrustworthy Not Client-oriented


05-08-2023

Elena Petkovska
  Macedonia

100%unhalpful and rude to the clients

We book a viacle 2 weeks upfront our travel, on the day when we need to pick it up they inform us that we can’t rent it if we don’t have credit card. When we protest that we don’t have credit card and that no one inform us about this rule. Thay said that agent informed us and that they can’t do anything. Even though that was total lie they didn’t take any responsibility. So if you don’t want to be scammed out at the last moment reconcoider using their services

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Not Client-oriented


27-07-2023

Zeynep Zehra Gümüş
  Turkey

You can’t get the brand that you pick

I booked Volvo SUV. Because my plan is to buy this brand I wanted to experience it. I rented this for 38 days and so paid extra money according to other brands. When I first went, they gave me another brand and told me that they will provide a Volvo after 3 days. Now it has been 2 weeks and I have been still driving another brand and no hope to get the car that I rented. Already told my situation several times but nothing changed.
Probably it’s because I rented for a long time. So instead of giving a Volvo for 1 person, they prefer to rent it to several person. If you are planning to rent a car from Hertz especially for a specific brand, no, you won’t have that car.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Unreliable Untrustworthy Not Client-oriented


05-05-2023

Elze Obrikyte
  Italy

Unresponsive company, deposit never returned

I rented a car for one day and as usual, a certain amount was blocked as a deposit.
Two months later it has not been unblocked yet and the company is not responding.
When calling they promise to deal with this promptly, to refer the problem to the finance department and etc., but no response has been received so far.
I am very disappointed and will not use Hertz again in my life.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Unprofessional Unreliable Untrustworthy Not Client-oriented


05-04-2023

Mr. Pavel Oshkaderov
  Russia

Great service, smooth processes

I was collecting a car from UAE Herz Dubai (Airport road) on March 11th 2023. It was a flawless experience thanks to Tahoora who managed the process well and also Mutaleb who helped prepare the car. Great team and great location, thanks

ADVANTAGESDISADVANTAGES

Attentive Convenient Cooperative Professional Well-located Client-oriented


12-03-2023

Darya Samusevich
  United Arab Emirates

THE WORST!UNPROFESSIONAL, IRRESPONSIBLE, UNRELIABLE!!

One star even too much for such “service”! Booked a car with delivery at 12pm, 3.5 hours later – no car, 4 calls, spoiled day, cancelled plans because of absence of the car! Each time when calling just shitty promises “it’ll be delicious in 30 min, we put urgent priority”. Writing the feedback still waiting the car! THE WORST EXPERIENCE WE EVER HAD!!! NEVER BOOK WITH HERTZ, NEVER EVER!! They will just take your money and spoil all your vacation, plans and mood!!!

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Horrible Inattentive Incompetent Messy Miserable Misleading Ridiculous Terrible Unfavorable Unpleasant Unprofessional Unreliable Untrustworthy Not Client-oriented


29-10-2022

FILOTEANU CORNELIA ISABELLE
  Romania

vacantion ruined by a broken car

I rent a car on 01.10.2022, agreement no.6481090315-1 in Abu Dhabi Airport. On 02 october i went to Grand Mosque, and when i wanted to leave, the car did not start. My phone was discharged, so i can`t call anyone to help me.I checked the engine and i saw the battery was drained. I find someone in the parking who had cables and gave me power from his car and i started the car. I came in Dubai, but the car was not blowing cold air. On 04 october, i went to 2 December Street, and when i want to leave, the car did not start. I bought cables and i try to start the car again, but the battery was completly discharged. I paid the parking the all evening and i took a taxi to the hotel. I called to +97142060206(this number was recommended to me by rentals to call when i`m in trouble with car) and a lady told me that in a few hours i will receive a new car. I wait, but because no one come with the car, at 12.00 pm i call again at this number. Surprise: no one answer!!! On 05 october, at 12.00 am I must to checkout by the hotel. Because no one come with a car, at 10.00am i call again to Hertz an a new lady tell me that the problem will be solved soon. Because i didn`t have time, i took a taxi to the Hertz Motor City and i asked them for a car urgently. They give me a similar car, but dirty. At least this started! in one word: you ruined my vacantion!!!! And this is not all ! Today , you took from my deposit 878.28 AED. Why?After you destroyed my holiday,i paid for taxis, i bought cables, i stayed in the parking ( in a hot temperature ) to fix the car ,you charged me more? It`s not ok! I am outraged!!

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10-10-2022

Dee
  United States

Excellent service

We been using Hertz Dubai for years Never ever had a problem The person Zaki has been our agent And I need to tell you I never seen anyone so good in customer service . Zaki is the best He cares so much and always answered us right away It is amazing The best customer services I ever seen in any where in the worl

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09-10-2022

Dot
  United Arab Emirates

I have not receive the refund of my security deposit since May 2022

This is my second posting as the first one did not generate a good result. After the first review, Someone responded to me but Hertz office has not given me the update as to when the refund will be done. Very frustrating. I do not know who else to reach just to close this transaction.

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Unreliable


10-08-2022

RAJAT GAUR
  United Arab Emirates

No Car and No refund. Collected the money in advance and now no refund

Hi,
I am writing this with complete disappointment. IT’S BEEN MORE THAN A MONTH I AM TRYING TO GET THE REFUND.
I decided to go on a holiday with my family to Azerbaijan. I was traveling with 4 other family members – my wife, my sister, my 12 year old child and mother who is 73 years old. I thought we will have a great time during this EID break however it turned out to be a nightmare due to Hertz unprofessionalism.
I had planned my trip perfectly by booking flights, hotels, Hertz Rental Car etc. (Trip was planned from 9th July – 12th July)
I thought I was fully ready to give a nice relaxing trip to my family.
We had booked 2 rooms in the hotel named Gabala Qoruq Resort on July 9, 2022 at Gabala. We had booked non-refundable rooms as we were certain that we will be staying in that resort for sure. Plus non cancellation rates were better than cancellable option rates. In any case rates were anyway too high due to holiday season.
Since hotel is 3 hours drive from Baku airport and we are a big family we decided to drive ourselves, We booked the car from UAE Hertz itself and to collect it at the Baku airport well in advance so that we don’t have any mishaps. Our objective of this booking was to have a peaceful journey.
We made an online booking with Hertz in Dubai via your website and made the full payment through credit card.
Thinking that Hertz Is one of the best multi- national organization may provide us with the best of their services hence we selected Hertz to book a car.
Please be informed Hertz was not the cheapest option available. You were charging higher fees than many other rental companies. However because of Hertz reputation we decided to go ahead with booking. In assumption that we will have smooth ride and for which we were willing to pay for also.

Challenges Faced
1) On landing on July 9th, at 4 am I was told by Hertz Agent at the Baku airport that our confirmed booked car is not available hence they cannot help us anyway.
2) As there is no Hertz helpline in Baku and the Hertz representative refused us to let us talk to any senior, we tried reaching UAE helpline which was also not very helpful. We made Dubai contact center agent also to speak to the Baku Airport Hertz Agent but no assistance or solution offered.
3) They told us to wait till 6am to get the car. We waited till 7am but we did not hear from anyone from Dubai nor the airport agent responded. When we checked again, he mentioned he doesn’t have any car. We have to figure things out from here ourselves !! So no car at all after 3 hours waiting at the airport in the anticipation that they are arranging for the car for us. I again emailed and called on the helpline, but no solution was offered.
4) On checking, the Baku Hertz Agent advised us to cancel the booking. When we asked about cancellation charges, he mentioned that he doesn’t know and we might or might not be charged. He further told us to cancel booking immediately otherwise we will not even get our money refund. I asked him to give me in writing that If we cancel you will refund our money in full without any cancellation charges. He refused to give us any confirmation and continued to advise us to cancel booking. We did not know what to do.
5) Taxi from Baku to Gabala is almost 4 hours drive and way too expensive because of EID weekend. As we could see we can’t spend so much we contacted hotel to cancel our bookings. Taxi was charging more than the hotel booking.
6) Since it was a non cancelable room rates , they refused to cancel the hotel and informed of charges of no show which is complete charges applied due to late notification/cancellation. It was 7 AM in the morning and checking time was 2 PM.
7) With so much happening around, new to country, and with family, small child and old mother, I had no option to book a hotel in Baku itself so that they can rest till I figure out the rest.
Booked a hotel in Baku at high price again due to holiday season.
Please be informed that this experience not only left us with a bad experience with Hertz but also drained us out emotionally and financially which we were not prepared for. We planned this vacation to relax instead this has been the most stressful trip ever.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Fraudulent Inattentive Incompetent Scam Not Client-oriented


10-08-2022

kamal
  Germany

Miserable Service – not serious

This dealership keeps sending me bill after bill BUT after I return the car. Supposedly I was flashed, but there is no photo evidence and the camouflage action number cannot be found on the police website either.

First time Hertz Dubai and never again. Sixt, Avis I’ve never experienced anything like this.

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Well-located

Dirty Dishonest Inattentive Messy Miserable Unprofessional Not Client-oriented


27-07-2022

Omar Alnaseri
  Iraq

I got scammed by them

I shouldn’t trust the name of the company and book the car for the whole period of my stay in UAE and you deducted the full amount plus the insurance and after I arrived to the airport the agent refused to handed me the car over bc he calimed my driving licences ” is not valid in UAE ” which is a big lie bc all other agencies accept it and said it’s valid in UAE also he asked me to cancel the reservation and said you will get refund within 30 days but obviously they scammed me the all amount because it’s passed more than 30 days still no refund and no one reply to my emails . I called the call center before I leave UAE trying to get my money back and they insisted that I will get the refund within 30 days just to procrastinate . a company like this everyone must be careful before dealing with them, they must have bad reputation for scamming clients and misleading them with these lies.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Fake Scam Unprofessional Untrustworthy


01-06-2022

Shamim |   Verified
  United Arab Emirates

Delightful

They provide the best car rental services; they are reliable and provide excellent service.

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Attentive Delightful


31-05-2022

Sayeera |   Verified
  United Arab Emirates

Satisfying

They offer the greatest automobile rental services; they are trustworthy and offer outstanding service.

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Attentive Optimal


30-05-2022

Rudiger
  Germany

Requiring police report for even the smallest scratch even when included in insurance

Very bad experience, paid full insurance, had small scratch, they refused to cover it by there insurance which I had paid already, I had to involve police.
The supervisor refused to talk to me on the phone.
I can only recommend to avoid this company and chose another one

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Disappointing Dishonest Misleading


01-05-2022

Sayeera |   Verified
  United Arab Emirates

Good

They provide the best car rental services; they are dependable and provide excellent service.

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Attentive Knowledgeable


25-04-2022

Cason |   Verified
  United Arab Emirates

Best

The car rental services provided by them are the best they are reliable ones and delivered perfect services.

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Perfect Reliable


21-04-2022

Kanian |   Verified
  United Arab Emirates

Perfect company!

I would always love to recommend this perfect company. The cars provided by them are extremely amazing and their prices are so reliable!

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Amazing Perfect Reliable


27-01-2022

Mbete |   Verified
  United Arab Emirates

Very clean cars

The cars provided by this company are very clean and their quality is more than amazing. I was totally satisfied with my experience with them and definitely, it won’t be the last time.

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Satisfying Clean


26-08-2021

Myles |   Verified
  United Arab Emirates

Amazing

I have visited them with my friend, they are offering perfect services, and their customer services are amazing, they are professional gives you complete knowledge about their services so it is easy to opt.

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Perfect Satisfying


17-08-2021

Teah |   Verified
  United Arab Emirates

Reliable prices

This company was a recommendation from one of my friends. I rented a car from them and I was so satisfied as the price of the renting was so reliable.

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Reliable Affordable


22-07-2021

Damurah |   Verified
  United Arab Emirates

Perfect quality of cars

I would always recommend this car rental company as the cars provided by them for rent are really of perfect quality. I’ve dealt with this company once and definitely, it won’t be the last time.

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Perfect Affordable


30-06-2021

Jonah |   Verified
  United Arab Emirates

Flexible payment

I always choose this rental company because they always offer me perfect and flexible monthly payments regarding my rental service with them. I tried them more than once and would always recommend them!

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Perfect Professional


29-04-2021

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Reviews
Kevin
  France

Extra charges for supposedly missing mat

Unfortunately I have to add to the numerous complaints below – I wish I had seen them before renting with Hertz at Abu Dhabi airport.
I had to wait 1 1/2 hrs to get a car that I had pre-ordered and prepaid. Car inside was dirty, smelt of smoke and only had 3/4 tank. During the rental the brakes screeched. Then since returning the car Hertz have been trying to debit my credit card 400 euros for a supposedly missing front passenger mat – which could not of been there as a fire extinguisher had been fitted. No response to emails trying to resolve the problem. Hertz and Al Futtaim should take responsibility to resolve the problems. I am a frequent user of Hertz and Abu Dhabi airport is the first incident of this type.

ADVANTAGESDISADVANTAGES

Dirty Disappointing Dishonest Fraudulent Untrustworthy


10-04-2024

Yasiq kundanil
  India

Security despised money not yet paid

Its been more than 2 months after finishing the deal the security deposit amount after deductions have not yet reached my account

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Scam Unprofessional Untrustworthy


30-03-2024

Noor
  United Arab Emirates

deducting clients’ money from credit card without any further notice

Hertz is very untrustworthy, they deduct money from clients’ credit card without any further notice, and without any reason, and they keep ignoring my emails continuously for more than 40 days.
Please never do my mistake and trust this company, there’s full trustworthy companies in UAE , but HERTZ in not at all.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Miserable Unfavorable Unpleasant Unprofessional Untrustworthy Not Client-oriented


10-02-2024

Nicholas Parsamakis
  United Arab Emirates

Extremely Poor Responsiveness

TWe have been renting a car with hertz for about 3 years now, they delayed the service by approximately three weeks. Upon collection on the agreed date, a vehicle smaller than our original one was delivered as a replacement. After inquiring this discrepancy, we were assured that our larger car will be serviced and delivered provided within two days. Regrettably, this promise remains unfulfilled four days later. Communication with the company has been highly unsatisfactory, characterized by unreliability and misinformation.

Conflicting messages have been conveyed regarding the status of our vehicle: while one agent asserts completion of the service and imminent return, another claims it remains in servicing. Customer service representatives cite unavailability and purported busyness of the customer service managers, specifically Rodina, who refuse direct communication with clients. This experience is profoundly disappointing, especially considering our longstanding three-year collaboration with this company.

The individuals involved in this matter are Mohammed, the agent, and Rodina, the customer service manager. Their handling of this situation has been grossly inadequate and unacceptable. This series of events reflects poorly on the company’s professionalism and commitment to customer satisfaction—an utterly disheartening situation.

ADVANTAGESDISADVANTAGES

Dishonest Incompetent Unreliable


27-12-2023

Khalid
  United Kingdom

Hertz UAE are scammers

Hertz UAE are scammers, please don’t be fooled by prices or big names. 1st they tried to charge me for car damage, but couldn’t prove it, now they are trying to charge me for tolls and traffic fines for the places I haven’t even traveled. I have tried to complain at all levels, but I did not receive any response. I think its company policy, not an individual to scam customers.

ADVANTAGESDISADVANTAGES

Criminal


01-12-2023

Anil Verghese
  United Arab Emirates

Non responsive very bad experience at Hertz AL Futtaim Dubai

I rented a car on 31 Oct 23 . I wanted to change car on 1 Nov 23 as it did not have a reverse camera . I called 7 times , sent 4 emails .. had few courteous and some uncourteous conversations on phone service .It has been 8 days and I have nit been able to exchange the car even though I was willing to pay a higher rental..I decided to pay higher charges looking at Hertz name and AL FUTTAIM..very disappointed. No name and number to escalate. Internally the reservations don’t whatvthey call the main office and customer keeps bouncing from.one desk to another .They collect full fees and security deposit and that’s it..

ADVANTAGESDISADVANTAGES

Inattentive Incompetent Rude Unprofessional Unreliable Untrustworthy Not Client-oriented


07-11-2023

Kidane
  United States

Charges

There are crooks at the Dubai airport Hertz location. After I returned back to the US I found out that the crooks charged my card for a total of about $550 more than the rental agreement. I called them directly for an explanation but they were mute. I was able to reverse the fraudulent charges by reporting it to my credit card company. I suggest not to rent a car from that location but if you do check you credit card and be on the look out.

ADVANTAGESDISADVANTAGES

Fraudulent


03-11-2023

Iyad Massarani
  United Arab Emirates

Nightmare experience

My experience with Hertz Rent a Car was an absolute nightmare. Despite making my reservation over the phone with a seemingly competent staff member named Muna, everything quickly went downhill from there.

I specifically requested that the car be delivered to my location the next morning, and I even received a confirmation email stating that it would be done. However, when the next day arrived, the car was nowhere to be found. I was left waiting and wondering what was going on.

I decided to call their so-called “unprofessional” call center to inquire about the status of my rental. To my dismay, I was met with incompetence and a complete lack of urgency from the staff. They informed me that they were still waiting for the documents, despite me having sent them multiple times and following up with numerous phone calls.

It is absolutely mind-boggling that a company as supposedly reputable as Hertz would hire such unqualified employees who are unable to take any action. I spoke to several individuals at their call center, and not a single one of them seemed to know how to handle a simple request or provide any assistance.

Frustrated and fed up with their incompetence, I made the decision to take matters into my own hands. I had no choice but to personally go to the airport and retrieve the car myself. It’s baffling that a company that claims to provide convenient rental services would force their customers to go through such unnecessary hassle and inconvenience.

Hertz Rent a Car’s lack of organization, unqualified staff, and overall disregard for customer service is absolutely unacceptable. I would strongly advise anyone considering renting from them to think twice. Save yourself the frustration, stress, and wasted time by choosing a different car rental company. Hertz has demonstrated that they are simply not capable of delivering on their promises and providing a satisfactory rental experience.

ADVANTAGESDISADVANTAGES

Disappointing Miserable Misleading Terrible Unprofessional Untrustworthy


28-10-2023

Patrick
  United Arab Emirates

Cancellation charge

I turned up to the Hertz airport branch having prebooked and pre-paid for a car. On filling in all the documents they required a credit card for the deposit which I did not have. Therefore they cancelled the entire booking. They refused to accept a debit card down payment, it was credit card only. I then cancelled the reservation by got charge £70 for a cancellation fee – the whole car rental was £78! They have no flexibility on this and are refusing to refund my money which is very disappointing. I went straight across to europecar who allowed a debit card down payment and rented their car. Sadly I am still in a battle to get my refund form Hertz. Very upsetting!

ADVANTAGESDISADVANTAGES

Disappointing


26-10-2023

Amir
  Israel

Poor service

Very poor service
I had a terrible experience this time renting from this company. I had a defect in the rented car tried many times to contact them to fix it and no response. Wasted my time during my vacation sending them emails but they were unhelpful, they simply ignored. Not to mention the wasted time trying to fix the defect.
not recommended !!!

ADVANTAGESDISADVANTAGES


16-09-2023

Rami Abdelhadi
  United States

Charged me over $1200 usd with no explanation

These people are thieves. Charged me an additional $316 USD a month later then another additional $920 USD the following week. Emailed them multiple times – no response. Contacted them by phone twice where both times I was told they would be back in contact with me very soon as they were escalating it to the manager/financial department. I’m not asking for much, I just want the invoices! Just explain what the charges are for! If you cannot take the time to send me a simple email to justify these high charges, then you must be hiding something. Don’t rent with this location unless you want ridiculous charges that you’ll never get an answer for.

ADVANTAGESDISADVANTAGES

Criminal Dirty Dishonest Fraudulent Scam Unpleasant Unprofessional Untrustworthy Not Client-oriented


05-08-2023

Elena Petkovska
  Macedonia

100%unhalpful and rude to the clients

We book a viacle 2 weeks upfront our travel, on the day when we need to pick it up they inform us that we can’t rent it if we don’t have credit card. When we protest that we don’t have credit card and that no one inform us about this rule. Thay said that agent informed us and that they can’t do anything. Even though that was total lie they didn’t take any responsibility. So if you don’t want to be scammed out at the last moment reconcoider using their services

ADVANTAGESDISADVANTAGES

Not Client-oriented


27-07-2023

Zeynep Zehra Gümüş
  Turkey

You can’t get the brand that you pick

I booked Volvo SUV. Because my plan is to buy this brand I wanted to experience it. I rented this for 38 days and so paid extra money according to other brands. When I first went, they gave me another brand and told me that they will provide a Volvo after 3 days. Now it has been 2 weeks and I have been still driving another brand and no hope to get the car that I rented. Already told my situation several times but nothing changed.
Probably it’s because I rented for a long time. So instead of giving a Volvo for 1 person, they prefer to rent it to several person. If you are planning to rent a car from Hertz especially for a specific brand, no, you won’t have that car.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Unreliable Untrustworthy Not Client-oriented


05-05-2023

Elze Obrikyte
  Italy

Unresponsive company, deposit never returned

I rented a car for one day and as usual, a certain amount was blocked as a deposit.
Two months later it has not been unblocked yet and the company is not responding.
When calling they promise to deal with this promptly, to refer the problem to the finance department and etc., but no response has been received so far.
I am very disappointed and will not use Hertz again in my life.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Unprofessional Unreliable Untrustworthy Not Client-oriented


05-04-2023

Mr. Pavel Oshkaderov
  Russia

Great service, smooth processes

I was collecting a car from UAE Herz Dubai (Airport road) on March 11th 2023. It was a flawless experience thanks to Tahoora who managed the process well and also Mutaleb who helped prepare the car. Great team and great location, thanks

ADVANTAGESDISADVANTAGES

Attentive Convenient Cooperative Professional Well-located Client-oriented


12-03-2023

Darya Samusevich
  United Arab Emirates

THE WORST!UNPROFESSIONAL, IRRESPONSIBLE, UNRELIABLE!!

One star even too much for such “service”! Booked a car with delivery at 12pm, 3.5 hours later – no car, 4 calls, spoiled day, cancelled plans because of absence of the car! Each time when calling just shitty promises “it’ll be delicious in 30 min, we put urgent priority”. Writing the feedback still waiting the car! THE WORST EXPERIENCE WE EVER HAD!!! NEVER BOOK WITH HERTZ, NEVER EVER!! They will just take your money and spoil all your vacation, plans and mood!!!

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Horrible Inattentive Incompetent Messy Miserable Misleading Ridiculous Terrible Unfavorable Unpleasant Unprofessional Unreliable Untrustworthy Not Client-oriented


29-10-2022

FILOTEANU CORNELIA ISABELLE
  Romania

vacantion ruined by a broken car

I rent a car on 01.10.2022, agreement no.6481090315-1 in Abu Dhabi Airport. On 02 october i went to Grand Mosque, and when i wanted to leave, the car did not start. My phone was discharged, so i can`t call anyone to help me.I checked the engine and i saw the battery was drained. I find someone in the parking who had cables and gave me power from his car and i started the car. I came in Dubai, but the car was not blowing cold air. On 04 october, i went to 2 December Street, and when i want to leave, the car did not start. I bought cables and i try to start the car again, but the battery was completly discharged. I paid the parking the all evening and i took a taxi to the hotel. I called to +97142060206(this number was recommended to me by rentals to call when i`m in trouble with car) and a lady told me that in a few hours i will receive a new car. I wait, but because no one come with the car, at 12.00 pm i call again at this number. Surprise: no one answer!!! On 05 october, at 12.00 am I must to checkout by the hotel. Because no one come with a car, at 10.00am i call again to Hertz an a new lady tell me that the problem will be solved soon. Because i didn`t have time, i took a taxi to the Hertz Motor City and i asked them for a car urgently. They give me a similar car, but dirty. At least this started! in one word: you ruined my vacantion!!!! And this is not all ! Today , you took from my deposit 878.28 AED. Why?After you destroyed my holiday,i paid for taxis, i bought cables, i stayed in the parking ( in a hot temperature ) to fix the car ,you charged me more? It`s not ok! I am outraged!!

ADVANTAGESDISADVANTAGES





10-10-2022

Dee
  United States

Excellent service

We been using Hertz Dubai for years Never ever had a problem The person Zaki has been our agent And I need to tell you I never seen anyone so good in customer service . Zaki is the best He cares so much and always answered us right away It is amazing The best customer services I ever seen in any where in the worl

ADVANTAGESDISADVANTAGES


09-10-2022

Dot
  United Arab Emirates

I have not receive the refund of my security deposit since May 2022

This is my second posting as the first one did not generate a good result. After the first review, Someone responded to me but Hertz office has not given me the update as to when the refund will be done. Very frustrating. I do not know who else to reach just to close this transaction.

ADVANTAGESDISADVANTAGES

Unreliable


10-08-2022

RAJAT GAUR
  United Arab Emirates

No Car and No refund. Collected the money in advance and now no refund

Hi,
I am writing this with complete disappointment. IT’S BEEN MORE THAN A MONTH I AM TRYING TO GET THE REFUND.
I decided to go on a holiday with my family to Azerbaijan. I was traveling with 4 other family members – my wife, my sister, my 12 year old child and mother who is 73 years old. I thought we will have a great time during this EID break however it turned out to be a nightmare due to Hertz unprofessionalism.
I had planned my trip perfectly by booking flights, hotels, Hertz Rental Car etc. (Trip was planned from 9th July – 12th July)
I thought I was fully ready to give a nice relaxing trip to my family.
We had booked 2 rooms in the hotel named Gabala Qoruq Resort on July 9, 2022 at Gabala. We had booked non-refundable rooms as we were certain that we will be staying in that resort for sure. Plus non cancellation rates were better than cancellable option rates. In any case rates were anyway too high due to holiday season.
Since hotel is 3 hours drive from Baku airport and we are a big family we decided to drive ourselves, We booked the car from UAE Hertz itself and to collect it at the Baku airport well in advance so that we don’t have any mishaps. Our objective of this booking was to have a peaceful journey.
We made an online booking with Hertz in Dubai via your website and made the full payment through credit card.
Thinking that Hertz Is one of the best multi- national organization may provide us with the best of their services hence we selected Hertz to book a car.
Please be informed Hertz was not the cheapest option available. You were charging higher fees than many other rental companies. However because of Hertz reputation we decided to go ahead with booking. In assumption that we will have smooth ride and for which we were willing to pay for also.

Challenges Faced
1) On landing on July 9th, at 4 am I was told by Hertz Agent at the Baku airport that our confirmed booked car is not available hence they cannot help us anyway.
2) As there is no Hertz helpline in Baku and the Hertz representative refused us to let us talk to any senior, we tried reaching UAE helpline which was also not very helpful. We made Dubai contact center agent also to speak to the Baku Airport Hertz Agent but no assistance or solution offered.
3) They told us to wait till 6am to get the car. We waited till 7am but we did not hear from anyone from Dubai nor the airport agent responded. When we checked again, he mentioned he doesn’t have any car. We have to figure things out from here ourselves !! So no car at all after 3 hours waiting at the airport in the anticipation that they are arranging for the car for us. I again emailed and called on the helpline, but no solution was offered.
4) On checking, the Baku Hertz Agent advised us to cancel the booking. When we asked about cancellation charges, he mentioned that he doesn’t know and we might or might not be charged. He further told us to cancel booking immediately otherwise we will not even get our money refund. I asked him to give me in writing that If we cancel you will refund our money in full without any cancellation charges. He refused to give us any confirmation and continued to advise us to cancel booking. We did not know what to do.
5) Taxi from Baku to Gabala is almost 4 hours drive and way too expensive because of EID weekend. As we could see we can’t spend so much we contacted hotel to cancel our bookings. Taxi was charging more than the hotel booking.
6) Since it was a non cancelable room rates , they refused to cancel the hotel and informed of charges of no show which is complete charges applied due to late notification/cancellation. It was 7 AM in the morning and checking time was 2 PM.
7) With so much happening around, new to country, and with family, small child and old mother, I had no option to book a hotel in Baku itself so that they can rest till I figure out the rest.
Booked a hotel in Baku at high price again due to holiday season.
Please be informed that this experience not only left us with a bad experience with Hertz but also drained us out emotionally and financially which we were not prepared for. We planned this vacation to relax instead this has been the most stressful trip ever.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Fraudulent Inattentive Incompetent Scam Not Client-oriented


10-08-2022

kamal
  Germany

Miserable Service – not serious

This dealership keeps sending me bill after bill BUT after I return the car. Supposedly I was flashed, but there is no photo evidence and the camouflage action number cannot be found on the police website either.

First time Hertz Dubai and never again. Sixt, Avis I’ve never experienced anything like this.

ADVANTAGESDISADVANTAGES

Well-located

Dirty Dishonest Inattentive Messy Miserable Unprofessional Not Client-oriented


27-07-2022

Omar Alnaseri
  Iraq

I got scammed by them

I shouldn’t trust the name of the company and book the car for the whole period of my stay in UAE and you deducted the full amount plus the insurance and after I arrived to the airport the agent refused to handed me the car over bc he calimed my driving licences ” is not valid in UAE ” which is a big lie bc all other agencies accept it and said it’s valid in UAE also he asked me to cancel the reservation and said you will get refund within 30 days but obviously they scammed me the all amount because it’s passed more than 30 days still no refund and no one reply to my emails . I called the call center before I leave UAE trying to get my money back and they insisted that I will get the refund within 30 days just to procrastinate . a company like this everyone must be careful before dealing with them, they must have bad reputation for scamming clients and misleading them with these lies.

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Fake Scam Unprofessional Untrustworthy


01-06-2022

Shamim |   Verified
  United Arab Emirates

Delightful

They provide the best car rental services; they are reliable and provide excellent service.

ADVANTAGESDISADVANTAGES

Attentive Delightful


31-05-2022

Sayeera |   Verified
  United Arab Emirates

Satisfying

They offer the greatest automobile rental services; they are trustworthy and offer outstanding service.

ADVANTAGESDISADVANTAGES

Attentive Optimal


30-05-2022

Rudiger
  Germany

Requiring police report for even the smallest scratch even when included in insurance

Very bad experience, paid full insurance, had small scratch, they refused to cover it by there insurance which I had paid already, I had to involve police.
The supervisor refused to talk to me on the phone.
I can only recommend to avoid this company and chose another one

ADVANTAGESDISADVANTAGES

Disappointing Dishonest Misleading


01-05-2022

Sayeera |   Verified
  United Arab Emirates

Good

They provide the best car rental services; they are dependable and provide excellent service.

ADVANTAGESDISADVANTAGES

Attentive Knowledgeable


25-04-2022

Cason |   Verified
  United Arab Emirates

Best

The car rental services provided by them are the best they are reliable ones and delivered perfect services.

ADVANTAGESDISADVANTAGES

Perfect Reliable


21-04-2022

Kanian |   Verified
  United Arab Emirates

Perfect company!

I would always love to recommend this perfect company. The cars provided by them are extremely amazing and their prices are so reliable!

ADVANTAGESDISADVANTAGES

Amazing Perfect Reliable


27-01-2022

Mbete |   Verified
  United Arab Emirates

Very clean cars

The cars provided by this company are very clean and their quality is more than amazing. I was totally satisfied with my experience with them and definitely, it won’t be the last time.

ADVANTAGESDISADVANTAGES

Satisfying Clean


26-08-2021

Myles |   Verified
  United Arab Emirates

Amazing

I have visited them with my friend, they are offering perfect services, and their customer services are amazing, they are professional gives you complete knowledge about their services so it is easy to opt.

ADVANTAGESDISADVANTAGES

Perfect Satisfying


17-08-2021

Teah |   Verified
  United Arab Emirates

Reliable prices

This company was a recommendation from one of my friends. I rented a car from them and I was so satisfied as the price of the renting was so reliable.

ADVANTAGESDISADVANTAGES

Reliable Affordable


22-07-2021

Damurah |   Verified
  United Arab Emirates

Perfect quality of cars

I would always recommend this car rental company as the cars provided by them for rent are really of perfect quality. I’ve dealt with this company once and definitely, it won’t be the last time.

ADVANTAGESDISADVANTAGES

Perfect Affordable


30-06-2021

Jonah |   Verified
  United Arab Emirates

Flexible payment

I always choose this rental company because they always offer me perfect and flexible monthly payments regarding my rental service with them. I tried them more than once and would always recommend them!

ADVANTAGESDISADVANTAGES

Perfect Professional


29-04-2021

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