------Updated after six months-----------2023 Oct Despite the manager's assurance to address the issue in response to my review and my immediate follow-up email, there has been no response after six months. The automated replies are just helpless in resolving concerns. It's essential not to place trust in these automated responses, as they fail to address the problem. Be careful and stay away from this place. I genuinely appreciate Tonia for her assistance. However, for the other guy I mentioned who discriminated me, you were extremely rude and the most impolite person I've ever met during my six years of travel! --------------------------------------------------------------------------------------- (Original Review 2023, March) Shout out to Tonia, an extremely friendly and helpful staff who provided us a delightful experience of car rental there. 5 starts to her but 2 stars got deducted by the other staff that stood next to her unfortunately. It’s at about pm12:15 10 March,2023 (which is yesterday), after we checked the condition of the car and were ready to go. We found that there’s no car manual in the car. Based on our experiences, we’ve rent cars in about 10 countries, including your brand, Hertz in New Zealand. Every car has their own car manual inside the car. We are a safe and cautious driver, just want to make sure whether there’s a manual or not. With the manual we can also make our best to take good care of this car under any circumstances. When I reached out to Tonia, at about pm12:15 10 March,2023 (which is yesterday), she was really gentle to mention there’s no manual in the car, and I could understand that maybe there’s some differences between different countries. However, a male staff stood next to her, suddenly talked to me loudly, ‘If you don’t know how to drive a car, then you shouldn’t drive a car and shouldn’t drive the car in Australia!’ I was too shocked and in a hurry, so I told them we’ve rented cars for several times and we are safe drivers then go. But after that, I just realized I’ve just been insulted and discriminated!! I’m afraid to say that, just being a cautious customer and driver, asking for a car manual which is just a standard package for us over these experiences in other countries, could suddenly become our problem? If that day it was a tall, tough guy went inside the centre and asked for the car manual, would the impolite staff still insulted him like this way? Hertz had always been a delightful choice to me and my husband when we travel to different countries. However, this insulted and discriminated experience could change our minds forever. I’m really sorry that there’s such an extremely impolite and discriminating staff in Hertz.

TL;DR - Hidden charges that you don't get told about, different pricing given by different employees and if you want to change or cancel your rental because it's not what you asked for, they say they're allowed to charge you up to your full rental cost and not refund you. Counter staff are professional but also are slaves to their system and do not take the side of the customer. Beware: I prepaid (including the airport +30% surcharge) for my rental and was told the cost of max cover insurance was $38 per day plus GST with no other costs, at the counter. I asked phone reservations if they could give me this in writing so the price doesn't magically change at the counter. They couldn't, with apologies. Reach the counter, it's $40 (the difference is fine I guess) and then the "system" slaps an extra 30% on everything, literally in front of my eyes. The member of staff said, and I quote, "full of surprises, eh?" and said there was nothing more she could do because it's not her decision and she's bound by the system. Awfully professional but little empathy and certainly not a customer champion. "I do what the system tells me" was used as a take-it-or-leave-it excuse. She offered a phone for me to speak to central reservations again while I waited, and central were great and completely sympathetic - but also said that any changes to pricing (where I was quoted on a recorded call as being different) are "at the location's discretion". Ultimately, this means I got charged $540 for what should have cost $380 (quoted by a Hertz employee on a recorded call) and there was zero accountability from anyone at the venue. Unfortunately I couldn't cancel and pick another car up downtown (sidestepping the 30%), because no cars were available at those locations. This is now an ongoing complaint with Hertz because their phone call where I booked and was told all the charges and thus agreed to pay them, was 100% recorded. It will be interesting to see what they end up doing with this. Edit: Hertz's response to this review is "fill in a form and we'll look into this?" Nah mate, you guys insisted not putting anything in writing, so go have a listen to the recorded calls where you can verify everything that was said above. Your system, your rules, right? :)

Before booking with Hertz Melbourne Airport read all of the bad reviews. Save your time and money elsewhere. I took out a rental of one of the adrenaline collection vehicles for a weekend for a family members wedding. Months prior I made this booking online and I was promptly requested to pay upfront in full the rental amount, which was subsequently withdrawn from my account. However, upon arrival to pick up the rental prior to the wedding, I was not met with the service I would expect from any other car hire company. After patiently waiting 45minutes for the two customer service representatives to serve two groups of people in front of me, the lady serving me was unable to initially find my booking when I had provided her with my name and drivers license. After being asked if I was sure that I "did not happen to make the booking in Melbourne, Florida, USA", I proceeded to provide her with my booking reference number to help her in the search for my booking. Unfortunately once my booking was finally tracked down, I was then informed, that due to being longer than 2hours of when I had requested the booking (months prior mind you), it had automatically been cancelled and rebooked to someone else. Unfortunately I could quite clearly see the distinctive bright yellow Ford Mustang sitting about 20feet away. Once this was stated to myself, I requested to see this policy in writing, as this was not originally stipulated at the time of my booking. No information on this was provided, however, I was again informed that there was nothing that they could do behind the counter, as this was an automatic process. A subsequent thorough review of Hertz terms and conditions by myself did not uncover any such stipulations. Nor was this policy stated clearly any where at the time of booking. I was then asked if they could help me make another booking, with no care given to the fact that I had specifically rented and paid for this specific vehicle months earlier. As I was in a rush now to get myself to said wedding, and was quite apprehensive with the level of customer service being provided, I politely declined and headed to another car rental who were more than willing to help me on my way.

The company system wasn’t working for us when we tried to enter our details, potentially due to poor connection. On two different phones an error kept occurring. The initial person helping us was kind and helpful but when the the company system repeatedly had an error (on their end) we were told we needed three different forms for proof of address. My partner searched his emails, phone and wallet and found some but the staff member wasn’t sure what she could accept and brought over her manager to ask. At that point the rude power tripping manager (short female with short brown hair, didn’t catch her name) came over refused that bank statements, car insurance, rego etc were not suitable proof neither was any other mail it had to specifically be utilities, rent or mortgage (which we didn’t have any on us, since their website says is quick and easy and all you need is your driver’s license and credit card). Needing utilities specifically is absolute bulls**t it’s a car rental place, other government institutions and banks accept more varied types of proof of address. The whole encounter with the manager stunk of covert racism and ageism, she spoke as if my partner didn’t understand what she was saying as my partner is young and Asian (English is his first language) and I’m even more sure of it after reading other reviews here. My partner and I would have gone elsewhere due to this poor experience but require a 7 seater car for a large family and unfortunately Hertz is the only one available to us, after this experience we will just buy a new car so we never need to rent from them again. We continued to retry their login system over and over until eventually it worked. It shouldn’t have come to proof of address and an awful experience. Why can the information not be input to the system directly from the staff computers?

Thanks for Teresa and Greg for your service! Initially we (me & family member) faced a problem with our driving license. We are from Asian country where English is not written on our national ID & driving license. There was this one lady, literally the same lady (we rented a car on different days) insisted to show us a proper letter of translation, otherwise she wouldn't let us rent a car from Hertz. Probably she is the one who really sticks to the rules and don't care about the customer’s situation & not lenient in giving any solutions. I mean we were flying all the way from overseas with tired kids, arrived in the morning and she was ready to give people a hardtime. About the rules though, there’s now a thing called a Google translate. If you really wanted to know the meaning of every lines written on our driving license (oh yes she asked to translate everything written on our driving license, even with our national driving rules), which we did show her the translation from Google translate, she refused saying it’s not the proper written translation Our first case was helped by Greg and our next savior was Teresa. Other staff members also didn’t seem to mind with our national driving license. (my family also rented a car from Hertz in Brisbane and Sydney Airport and everything was smooth) Anyway, happy with the booking and the car but not with the attitude of one particular lady, otherwise the experience would’ve been perfect.

Not a great first impression. I originally booked through Flight Centre and was under the impression that I had paid for everything essential for booking. I was obviously aware I would need to pay tolls prior, young driver fee and bond. I arrived 2 hours earlier than expected and was told my car was ready. However the lady serving me was hopeless. I could barely understand her accent, she could barely understand me. She told me it would be a $500 bond plus tolls and young driver fee. All up it was $640, so $500 bond and $140 in extra fees. Fast forward a month and I have gone around and around in circles trying to get my bond back. All to finally find out that I actually haven't had to worry about the $500 bond as the extra fees associated with picking up the car 2 hours early somehow equal $500. To say I'm appalled is an understatement. She needs to be trained properly and taught how to communicate, especially when it comes to explaining fees. Very very unhappy and will not be choosing Hertz again. For 3 days of hire prior to this booking, I had paid $380, which covered all fees for 3 days including insurance. This has actually baffled me and has put my back financially, having the belief for the last month that I would be receiving $500 back. Do not choose Hertz. And to add to the list, the interior of the car has filthy. It had rubbish in between and under seats, crumbs as well.

First experience with Hertz and most likely the last. We booked our vehicle for pick-up and the price originally quoted consisted of a day rate and a 'location fee' of $30.72. Upon picking up our car, the customer service attendant asked if we wanted to add tolls to that which I found really trivial as to get to town which most customers would have to do, will involve a toll of some sort and to not have this charge added to your bill will mean a $30 fee or so for administration if you so happen to hit a toll during your journey. Inevitably, we agreed to this charge but little did we realise it added to our 'location fee'. Why is it called a location fee if any additional charge we add to our booking results in a greater 'location fee' charge? To add insult to injury, when we returned our car, we made sure we followed the instructions to "fill up petrol 15 minutes before drop-off" yet our car was marked as 7/8 full and we were charged an additional $24 'fuel fee'. Thankfully we went through the invoice, held onto the fuel receipts to lodge a complaint about this erroneous charge. I just wonder how many people they've done this to and what is to say that everyone is as diligent as us to scrutinise an invoice? I've dealt with other car rental providers in the past and this has to be by far the most disappointing experience to date. Not recommended.

I arrived at 10.30pm to be told that I needed 3 forms of ID with my current address. I had received an email saying to bring Driver's License and confirmation email. I had left my phone at home accidentally. My friend had dropped me off so I had to call her to return back to the airport with my 3 ID. She did 25mins later. Then I was told by the manager that there are no smaller cars available which I booked and confirmed a week before. She had given all the smaller cars away to other clients while I was waiting there. She then told me the car was available when you came but no longer available. Other business seemed to be more important. They gave me a car which I didn't feel comfortable driving. I'm only 5ft. I asked for a refund, manager said there's nothing she can do. After waiting 2 hours from 10.30pm to 12.30am Customer service Shocking! I worked at a Hotel in Melbourne, and I know the standard to customer service required. If a customer has lost a phone and have no way to get home we consider their safety and allow them to access email. I know once customers have booked and paid for car, they should receive what they have booked and paid for. The youngest member actually helped me and gave me a bigger car that I felt comfortable driving. She's the only reason I left without saying anything.

I want to share our recent experience with Hertz on September 3rd, 2023, to help others avoid similar experience. When we arrived at Hertz to get our booked car, they told us it was parked at spot K53 and the key inside the car. Surprisingly, no one guided us there. We went alone. The car had some damage on the front bumper and a few scratches at some body. Worried, we took more than ten pictures of the whole car, detailed with the time of each photo. This helped us keep a record of the car's condition before our journey. When we returned the car that night, no one checked it with us. The staff just said park your car there. We asked for any paperwork, but they said it wasn't needed. All good and we were free to go. But an hour later, Hertz emailed us, claiming we damaged the front bumper and must be responsible with that damage. We replied with the photos we took earlier as proof. We were ready to take legal action because we felt trapped in an unfair situation. Our advice to others: Always take lots of pictures of the rental car before you start using it. This simple step can save you from misunderstandings and disputes later on. Our Hertz experience shows how important it is to be clear and honest during the rental process. We hope this helps fellow renters have a smoother, fairer experience.

I would avoid Hertz Tullamarine at all costs as they have terrible customer service and booking system. We booked a car online, paid and went to the counter for pickup. We we're greated by Jim who was one of the most unhelpful attendant's we have every meet. We were asked to check-in using the QR code which we tried over x8 times and it still did not work (website error). Jim proceeded to tell us he could not help at all and to call the reservation number knowingly they could not help either! (wasted time). We asked if there is a manual way to confirm our identity but Jim confirmed everything is only online! His demeanour was arrogant making us feel terrible and not even apologetic for his attitude and broken website. He kept repeating himself like a robot. After speaking with "reservations" our only option was to cancel the car and wait 14 days for our refund! We had to book another car and pay again with another company, If someone was on a budget or limited funds, they would really be stuck. If Jim and the team are the face or this office, be warned they are useless and couldnt care less. May as well shut shop! If you need a rental car at the Airport, go next door to Sixt! No hassle and we had a car under 10mins!

I prepaid for an Audi Q3 several months before we arrived in Melbourne from UK. Our flight from UK was delayed 5 hrs so we missed connecting flight from Doha to Tullamarine. As soon as I realised we were going to be 24 hrs later than anticipated I rang the branch and was told a note would be left on file. I then got a call from the depot asking why I hadn’t shown up. I explained and was told they had me as a no show & couldn’t change a prepaid booking. I was asked to email customer services & explain the situation. I couldn’t ring as : 1. They were shut. 2. We’d be in a 14 hr flight when they were open. I got a standard email saying they’d respond within 7 days. We got to Tullamarine & found there was no car for us. Credit to the staff there who sorted me out a car. This is in no way their fault. They suggested contacting customer services asking for a refund as the car we got was a cheaper one than I’d prepaid for. Despite numerous emails to customer services in Australia I didn’t get a reply. They’ve now replied saying that they can’t refund as it was a prepaid booking. A totally ridiculous situation. I won’t be using Hertz again.

Last month hired a people mover and were given a filthy dirty Kia Carnival. It also had existing damage. When i say dirty i mean not cleaned at all. We were also charged a $300 fee as we were dropping the car back to NSW. This is part of the agreement however we were the Kia had NSW number plates so we were charged for a car from NSW to be returned to NSW. The photos they sent to confirm the condition of the car were 2 months old and not even taken at that particular Hertz. They did replace with a clean Kia carnival however the whole situation was unacceptable. The replacement car also had NSW plates and we still had to pay a $300 fee. The customer who drove it to Victoria would have paid a $300 fee then they charged us the same fee. Absolutely disgusting business practices and double dipping. I was in Melbourne as a family member had complications from surgery and a 2 week trip turned into almost 6 weeks. This added stress to an already stressful trip. No refund or partial refund offered. Nothing. Below are photos of the photos they sent us with a February time stamp for an April rental as well as photos of what we actually got.

I use Hertz a bit for work. The cars are generally clean and reliable. Customer Service at this location is a mixed bag. Often a long wait to speak to someone either in person on or the phone and communication within their team is lacking. Last Friday at 3.30 pm they did the courtesy of calling me to advise they had found my wallet which had fallen out of my bag into the vehicle I had returned Thursday evening, but only after I had tried 6 times to get through on the site phone number that morning and left a message that it was left in the vehicle. Collecting said wallet was a hassle and required me to have someone else collect on my behalf. No accommodations made to use courier/post for an interstate traveller. Odd, given it’s an airport location. When I called later to try to arrange proxy pickup I was fobbed off and told “whatever, if it’s in lost property, anyone can collect. It’s not our problem.” Wallet returned with ID and cancelled credit cards but notably absent of cash. Congratulations to the scum at Hertz who scored their bonus payday.

PLEASE, IF YOU ARE BOOKING A CAR, TRY ELSE WHERE. DON'T BOOK FROM HERTZ MELBOURNE AIRPORT. THERE IS A HIGH CHANCE YOU WILL NOT GET YOUR DEPOSIT BACK. Please be very careful. DO NOT RENT A CAR FROM Hertz Rental Melbourne Airport. They have not paid back the deposit that they took from me. Its been over 20 days since I returned the car. I have made sure the car was cleaned and fueled up before returning the car. I have called them many times and finally they told me to call some bank and ask for the deposit back! I called the bank and the bank whats me to call HERTZ Melbourne and sort out with them! Which makes sense as HERTZ took the deposit from my debit card so its their responsibility to return it. They are a bunch of liars and play with peoples money. There is a person named GREG working their. He is the biggest liar and the worst customer service representative. AGAIN PLEASE IF YOU ARE BOOKING A CAR, TRY ELSE WHERE. DONT BOOK FROM HERTZ MELBOURNE AIRPORT. THERE IS A HIGH CHANCE YOU WILL NOT GET YOUR DEPOSIT BACK.

We booked and prepaid for a mustang about 3 months ahead. When we got there to pick up the car, it was not available. They offered us a different car and insisted that it was in the same category. During our trip we searched and confirmed that the car they gave us would have cost $200-$300 less than what we paid. During return we talked to a different employee who said we were absolutely correct and directed us to the manager to process the refund. Then we were told they can't do anything about it there, but we would receive it automatically after 3 days. A month later we still don't have the refund, and we are constantly going in circles trying to get help from hertz customer service. The latest update is that the car we got was an "upgrade" and we would have to pay more if they honored its category, even though it still shows online for less than the car we paid for. We will be booking with a different company in the future.

The worst service I've experienced renting a car in Australia. I booked a car for 8.30am and arrived at the Hertz office at around 9am. After waiting in the queue for almost an hour, I was informed that they didn't have the SUV that I had booked. In fact they didn't have any car available. I was asked to wait for at least 45 minutes. No apologies at all. The attitude of the lady at the reception desk was like take it or leave it. I could see the long queue of people behind me and apparently at the parking lot outside the office there was also a long queue of people waiting for their cars even after completing their paperwork. The receptionist told me she'd try to find just any car as an alternative (instead of the SUV). After waiting for a further half an hour, she still couldn't get a car. In the end I decided to cancel my reservation and picked up a car immediately from another rental company.

A regular customer very pleased with the service. We dealt with Pat who was friendly and gave us some great advice. He asked where we were driving to, then he told us there were numerous tolls on the way, and gave us the number to ring to set up an account with the toll company to pay directly, otherwise Hertz would get billed then charge us €35 extra for the admin costs etc. Super helpful! I was also not given the usual drawn-out sales pitch on the excess cover, just a quick question, a polite no response and that was it. Then when we got into our car, the car system reported low tyre pressure on one of the tyres. I reported it to another lady in the office where the cars were, she said they didn't have the bits there to pump it up, so upgraded me from a hatchback to an SUV at no cost. All very quick, very helpful. Top marks

Booked a small SUV on the “DOLLAR” car rental, realised it’s a Hertz company. Took me around 5 minutes to locate their office (thanks Google Map) Ratings: Car 5/5: 2022 Mazda CX-30, only done 2000km the quality is great. Cleanliness 1/5: A picture worth a thousand words, these pictures were taken during pickup! This was pointed out to the staff and I received a personal apology for this. Price 3/5: Got this through Jetstar website $350 for 3 days (Fri-Sun), seems reasonable BUT when asked about toll charge. It asked for $35 per day. I was like “pardon me?!”. A typical toll is a few dollars, I recall around 5 years ago car rental companies were charging this as per toll charge only? customer service 5/5: The company should thank Jim the customer service which did a good job on a smooth checkin and explanation

My first ever negative review on a business. Left my glasses (that I need daily) in the cup holder of a hire car. Realised as soon as I'd entered through security at the airport. Called both the Lost Property Line and Mobile no one answered so left a message. A week later called number again to no answer and filled out the online Lost property form. Still no response. A week later send an email to the customer relations team. Still no answer. Called again, finally got through to customer service who told me that he will ask the team at Melbourne to contact me back. By this time my glasses have been lost or stolen. Was a big advocate for Hertz and I travel nationally every week and internationally once a month. Super disappointing with their lack of customer service, will be changing suppliers moving forward.

I have to say...these guys were great. I was balancing this up against going into the city and getting a GoGet. We needed a people mover....so with that many people it was worth the extra to get it sorted and drive out of the airport straight away. I bought the pre pay option online and thought I was going to be massively upsold to zero excess when I got there, but it was only something like $20 a day...we were only here for a day or two so that was a no brainer. The car share industry has definitely had an impact on hire cars...while it is still quite a bit more than a GoGet for the same period, you're paying for the convenience and there was no point where I felt ripped off. The service was great and the guys were really easy to deal with. Definitely worth another go if I come down with the family again.

I have used Hertz many times before. Hired an sv6 here over the weekend. Whilst it was quite a wait to be served, this is understandable considering it is an international airport. The lady that attended was very pleasant and apologized for the wait. The transaction from then was quick and smooth. The car was clean and in good condition had a few scratches here and there. Did almost 2000km with no trouble with it. I didn't wait long to return the car. I received a call from Melissa after returning it letting me know my friends wallet had been left in the car and would be locked away for pick up. Such honesty and friendly service. Don't know how there's so many bad reviews, unless there was a change in management or staff, I dont understand. Thanks Hertz team and Melissa. Keep up the good work.

I was given the wrong car key to start with. I didn't find out until they called me a couple of days later trying to workout why the car that I rented was still at the parking bay. The last digit of the number plate was different but everything including model and colour was the same. This was missed even at the time I was leaving the car rental which is concerning. The Polestar electric car that I got had an issue with the maps towards the end of the hire period. It was quite challenging to get back to the airport without maps on the car. I could only imagine that the data sim in the car ran out of credit. The driver side window was squeeking which was a bummer for quite a new car. The drop off process was easy and it was signposted well. The staff were very helpful at the drop off point.

Such a terrible experience, wont be using Hertz ever again. Took sooo long to pick up the car. They tell you check in prior but the app doesn't work. There is no phone coverage in the pick up office and then they tell you to log i to their wifi, connect with a password just ao you can sign the contract. Took us half and hour to pick us a pre booked car. I strongly suggest take shuttle to a near by car hire company. The experience will be faster and much chearper and more convenient, which is what we normally do but for some reason we decideto give Hertz a try. First and last Car was clean Also it has. Ow been 5 days and they still haven't refund the $100 deposit. Of course there is no email or contact in the bookings confirmation to reach out. Just sit, wait and hope they refund the money.

The customer service at Hertz / Thrifty at Melbourne Airport was very disappointing. The process was not explained clearly when I had booked over the phone the day before. I was asked to bring one utility bill however, customer service rep asked me to provide 3 x utility bills plus the drivers license. I don't understand how come one needs 3 x utility bills to get a rental car. In addition, they kept a bond of $500 as it was my first time. Towards the end, the customer service rep made a mistake in their own system which resulted in a delay. I also found it very expensive. I was told if I end up using a toll there will be a one-off $39 fee. It's ridiculous when you can purchase a pass from Linkt.

Highly Trusted Group☆☆☆☆ I left my work phone, in the Melbourne airport Hertz rental By the time I arrived home at 7.30 on a Friday evening, and realized, I called the office and surprizingly, it was answered immediately and all my details were taken. Within 15 minuets, I received a call back, to say that the phone had been handed in by the service team and was available to be dispatched. From booking, to dropping the car back, it has been a seemless and hastle free experience, from a highly professional and trustworthy team. The cars are immaculate and well serviced. Booking with Hertz, has made my business trip a dream run. Thank you Jim, for all your assistance. Warm regards Kesh

Disgusting and terrible service. I was discriminated against for my nationality when attempting to rent a vehicle from hertz. I had a booking and reservation number, however I was refused the vehicle. I advised that I have come in many times and have rented prior to the lockdown, yet I was spoken to in such a rude manner!! I was yelled yet, refused the vehicle. The staff member refused to provide her name (clearly she knew she had done something wrong) and the person whom claimed she was a supervisor ‘Claire’ was just as rude. I over heard the two saying we won’t give it to her clearly discriminating against me. I am appalled with this service and will definitely take matters further.

I was quite hesitant to book Hertz after reading all of these reviews, but they were the only car rental place open after midnight so I didn't really have a choice. I had great customer service, George was really polite and upgraded me to a Camry free of charge. We had to wait for a little while as it was surprisingly busy for that time of night, but I think the staff handled everything really well. Drop off was easy too, just parked and handed the keys to a staff member - didn't have to fill out any extra paperwork. I signed up for a gold membership before booking (which was free), maybe that had something to do with it? Either way, I would be happy to book with them again!

They are disgusting. They racially profile customers and discriminate against people of colour and deny service to them. My friends boyfriend asked if they had any luxury cars for rent and they looked him up and down and said “yeah but not for you” he is half black, I was so shocked. We walked out and ordered online, walked back in and asked again and they happily provided us with a car when our black friend wasn’t with us. Seriously it’s 2022 why are we still racially profiling and discriminating against anyone for their skin colour it’s disgusting!! I’m appalled. I will not be using this company ever again. I wish I got the name of the staff member.

I had to wait a considerable time to be served. Staff appeared to be over stressed and robotic in speach. I had been quoted a figure via online. When i went to pay it was $50.00 more. I had a hard copy with me. Staff was surprised and eventually noticed it was US dollar. She showed the other staff who were also confused. As it was Sunday there were managers to speak to so the lady stated she would send an email and I should not have to pay the extra. After 2 emails and over a week I had an email telling me I had to pay the dearer price. I hire cars every 8 weeks, never using hertz before nor will I again., I am going to peruse this issue.

Rent a white sedan from them recently. Picked up at the airport, noted car interior is dirty. Only after driving a few hours, we realize the car interior is totally unwashed, uncleaned after last or many used. Candy wrappers throw inside, food crumps left in compartments. The car is poorly maintain, with LDA and collision prevention radar malfunctioning, because the radar is dirty - car not washed. The whole way there were a jiggling sound from the front of teh driver - we never made out what component is loose. But leaving food crump in the door, is just fifthly. I will think ver carefully if I ever going to rent from them agrain.

This was the most inept group of people that you could imagine. I stood at the counter this evening for 20 minutes and then they told me to go to the Gold counter which I waited another 15 minutes to find that they didn’t have my booking. I went back to the counter and waited another 10 minutes when someone finally served me to tell me that go to car and that key was in it. Car locked, so went back to counter and waited another 10 minutes for them to find the key. We got in the car and it stunk of smoke but no one cared. Most terrible experience I have ever had and I will never use them again. This is how you treat gold members

There was a hiccup but overall a wonderful experience with Hertz. 5* for the staff and their professionalism. Melissa at the front desk assisted us during the pick up process, she was very patient and helpful, we feel welcomed. When we picked up our Toyota SUV we saw a bird poop on the driver’s window and we just wanted a quick cleanse so we can get going. A staff at the pick up centre handled the matter professionally, quickly offered to change to another car but the same model and also apologise sincerely. We ended up having a very new Toyato SUV with only 1450km on it and the service is just top-notch. Highly recommended.

Good experience with the pickup - even better with the drop off - this place is located off the main terminal buildings - look for the signs - it is a fair bit of a walk - specially with luggage - the checkin and pick up was smooth - had asked for an i30, but got a corolla hatchback . The car as such was smooth and absolutely no complaints - the insurance / other was clearly explained and added on . Had booked car 2/3 months before so I got good rates during Christmas . Drop off was even better - look for signs and easy lead into a parking garage which has different areas for all the vendors .

One of the few Hertz that actually do the gold membership properly. Where that, if you're a member, your name is on the screen with the car ready to go. On saying that, I've had problems on a few occasions, where there was some administrative issues with my car that require me to "wait while it's getting ready" or I've had to walk to the very far end of the car hire area to collect it. The staff waiting for you on drop off are very handy. You can park your car and there will be a staff member there ready to inspect the car, check the fuel and take the keys off you there and then.

Ordered a class of vehicle as a 5-Star member- what arrived was a mining truck with an orange flashing light. I was told that was "similar" to my booked vehicle. It looked nothing like the photo in the reservation. Rather than fix the problem, they doubled down and were rude and unhelpful. I went to Avis who are far nicer and more responsive. Don't rent here unless your company makes you- and if that's the case, make sure HR knows about any service issues here, otherwise they'll never fix them. I asked that my complaint be raised with management, and never got a reply.

Thieves I got a quote from Hertz at the airport for $526 When I got there my car (Mazda 3) was not available so they gave me another car. (VW Station Wagon) When I got the invoice it was for $1383 Extra fee for pick up from the airport. Massive increase in cost for a different car. A) When they gave me the quote they knew I was picking up from the airport so why wasn't that included in the initial quote. B) I didn't want a different car. They didn't disclose it was going to cost more. C) Extra administration fee also included.

I booked the car online. Came to the office to take the care and the whole process was easy and quick. They are very helpful too. Asked where we would go and gave us some options like paying ahead for the tolls so you won’t get charged extra if you go to toll roads. Good car You have to pay $100 deposit when you get the car. And the money will come to your account after 2-3 days. I am still waiting for the deposit to come back to my bank account It is a good service. Would book here again or might try somewhere else next time

Firstly, i was booked for the 1st of Nov, and I got a call from their staff saying that the location was closed because of Cup Day. I was like then why did your customer service representative take the booking? ( i called and booked a rental). They told me the only location open is Melbourne Airport and because of that my price increased by $50. Why was I made to pay for a mistake made by their staff member? They refused to give me any compensation for the trouble and at the end I was the one paying for their mistakes.

I booked a car two days ago and the money was deducted from my account at the same time. Yesterday I received an email saying my reservation was cancelled because the price of the car is not the same anymore () now the price is more than twice as much as when I booked it and I was told that if I wanted the car it would be that price. How do you leave guys something on the website that is not available? I sent a message on Instagram, Facebook and an Email... still waiting someone answer me. This is a disrespect.

I never post bad reviews ever!! But this time I felt I needed to warn others! Wish I had read these reviews prior to booking my car. I felt pressured into paying for road tolls, car upgrades and then insurance. I was in a hurry so said yes to insurance that was quoted would be around $40. Aparently, the only option! So I said yes, only to see my charge was 3 times the actual amount for a 3 day car hire! When I questioned it I was told I had signed the agreement! So bad luck for me! Bad service model Hertz!!

In July I received a phone call saying my Grandma was on her deathbed and to get on the next available plane. My flight got delayed and I ended up arriving at the outlet just after the 1am closing time. Your staff waited around and rented me a vehicle despite technically being closed. I managed to get to the hospital in time to spend 90 minutes with my Gran before she passed. I’ll forever cherish those 90 minutes and I was able to get them thanks to the compassion of your staff. Thank you so much.

Absolutely brilliant quality. From Staff to cars. Everything is well managed. The Guy”Hamza” at the reception was very nice. Gave a suggestion of taking Golf instead of corolla and we loved it. Car was brand new, clean and sexiest. Gave an average of 900 kms on full tank. I forgot my keys when i returned the car. Came back after few hours only to collect them at from the main counter which were already there waiting for me. Used them for second time in recent years and always a 10/10 experience.

The car and pick up was great. However on dropping off the car we were incorrectly charged for 2 extra hours late drop off fees despite this NOT being the case and there being clear evidence on CCTV footage. We also had 2 extra unexplained charges on our credit card the following month by hertz with absolutely no idea why this is the case. We’ve sent multiple emails to dispute these issues however have received no response! Extremely unhappy with these issues and lack of response

Im a Gold member, turned up to pick up my vehicle which I had already checked in! No cars available either wait an unspecified time for a vehicle to turn up or take the only one left a Kia Carnival, huge 7 person people mover, could not use to zip around Melbourne city as too big, left it parked in a garage most of the weekend, wasn't practical! Staff really couldn't do much as Hertz sold most of their vehicles one of the team members mentioned to me.

Went to return an insurance car hire to Hertz Campbellfield. There are temporary hours in place which AAMI weren't told about. The guy locking the gate couldn't do anything for me. I took the car to Melbourne Airport and David in returns couldn't have been more helpful. Insurance return? Yes. Don't worry, leave it with me. I'll sort it out and send the paperwork through. In the end very easy but a wasted 40 minute trip in Friday traffic.

Quick and easy experience renting a car at Melbourne Airport. Important to note: we did book online prior to arrival which seems to be a very important step. Jim made our experience a breeze and took the time to explain anything we had questions about in layman's terms. The location was easy to get to from the arrivals terminal and they are open late, so no need to worry if your flight is delayed!

Remember to bring physical form of ID and physical credit card too. When picking up a pre booked car, they rejected both digital ID and wallet (tap and go). No mention of this in Hertz's booking confirmation email. Not end game but quite an inconvenience in 2022. Otherwise, the CX of pickup and dropoff was quite decent, premises and staff were good, car was clean and well maintained.

Worst experience of my life rented a disability vehicle with worn unroadworthy tyres from 2018,tyres were repaired with temporary fixes and kept going flat to a trip to Sydney note that onboard was a passenger with disability problems making his trip a nightmare with all the stops to fix an unrepairable tyre ,no help at all from call centres no replacement vehicles available

Good Service, no problems picking up the vehicle and happy with the state of the vehicle. I was not shown the new photos of the car by the customer service officer but as I was leaving the car park the Check out person showed me. Only concern was actually finding decent directions back into the carpark on return. Very happy with the vehicle and how it handled.

Been a customer of Hertz for over 2 years. And haven’t had the chance to deal with someone like ELLY since I started hiring car with them. Professional, convenient and patient Elly has been an amazing person to change my car. I highly recommend anyone to go at their office in Melbourne Airport, the team is friendly and very professional too! Thank you

Absolutely terrible customer service by Maha. I am shocked to witness the way a mother and child were treated in front of me! Not good, staff at Hertz. Very disappointing to see you treat customers with such disrespect. Staff definitely require further training, or better yet I should rephrase that as the staff have clearly not been trained at all.

Good and prompt service. This is my second time renting from Hertz Melbourne Airport. Rented a Q7 this time. Car is prepared with full petrol, clean and ready for us to move off. Overall good experience when collecting car and returning car. Hassle free and fast service. Will definitely return again to rent car if I’m landing at Melbourne Airport.

Service was good. The only issue is the distance from the terminal, it was a bit too far considering all the bags and luggage one has from travelling. The return has issues for me too. After I parked the car, there was no one to assist on the parking so I went back to the office and was told I need to give the keys to the parking attendant.

We had a great experience at this Hertz location. They were out of the vehicle that we booked and we received a comfortable upgrade. Despite being late at night the staff were still friendly and efficient (we arrived at the start of a rush which most likely made our experience better than others). The car was clean and well maintained.

When I picked up the car, the customer service person did not explain the charges clearly. Note that you will be charged a "location fee" of 30% on the total cost which includes insurance. My initial rating was 1 star. But recently I had to follow up on a lost item I left in my rental and staff were very helpful in locating the item.

Juliette and Georgia at Melbourne Airport went far and beyond to help me out with the vehicle I was hiring. Their customer service was exceptional. What I thought was a huge problem was absolutely made minimal with their problem solving skills. So glad I happen to get them, they made a stressful day normal again. Highly recommended

Mostly good service and support amenities. Kudos to Anwar for his excellent service - very thorough in his explanation and was exceptional in his customer service, going above and beyond. Car had no problems, drive easy and return was also smooth. Minus one star for a 4 because of the high costs involved compared to others.

excellent customer service as usual. Gold member service is worth getting. Smiles all around from staff and they were instrumental in me getting my lost documents from their parking lot and kept them safe till I collected them. not the first time I've used them... always good. out of hours drop off is also a breeze

I would like to commend Debra for having the patience and excellent customer service. Even though she is busy at the counter with other stuff, she's willing to listen and understand my sisters request. On top of that, she's very quick on the system to find details quickly and efficiently. Super and Good job …

After our traumatized experience with Ace car rental at Melbourne Airport, we came up to Hertz which is located 200 meters from the T3 terminal of Melbourne Airport. The service was friendly and seamless, no hiccups or any difficulties. After Ace rental experience, Hertz at the airport was just fantastic.

The worse customer service experience possible. Forgot my wallet in the car and called so many times with promise of a return phone call but no-one ever called me back. Nor did really care to be honest. Even trying to talk to supervisor and she is probably the worse of all. Move away from here!

Easy drop-off, no issues and very fast. We took the toll free route to the airport at 6.30am, which was easy to find with Google Maps. This was also recommended by the Hertz employee. I think the 39(?)$ fee for a toll use are absurd, but this is not the fault of this particular branch.

I had a great experience at the airport depot. My phone's roaming wouldn't work when I arrived in Melbourne and, as I needed it for Google Maps in a city I don't know, but couldn't ring Vodafone as I had no connection, Emma let me borrow her private cellphone. She was outstanding.

Hertz rental experience was very good. The gentleman behind the counter was very patient throughout the process during a busy period. His happy demeanour never faltered. Vehicle was clean and free of damage. It serves up well for the 3 days. Return was also extremely easy. Thanks

Pretty disappointed these guys are still in the stone age with needing physical cards for ID and Credit Card, have been on digital for 5+ yrs so couldnt use them. Staff were nice enough about it but have been incorrectly trained that this is due to the holding deposit being taken

Five star for branch officer Maha - our key was found to be left in the car after we returned the car and was onboarding. Maha processed the request in minute, found the key and returned to us before close of boarding. Thank you Maha and Hertz for the fancy experience!

Seriously great place. Feel very welcome as a Hertz good membership (via amex platinum charge) was upgraded to a brand new hybrid corolla (160km on the clock) the last time in Melbourne (feb-21) and again the previous time we went to Melbourne. Best customer service.

Easy access to carpark when returning a hire car, receiving a ticket with the time of arrival as you come through the boom gates. Staff were quiet when asked if there was anything else.... Later trying to take extra charges from debit card apparently....

Hired a Tesla Model Y. Fantastic experience with Hertz and the car was a dream. Recommend and will hire again for sure. Shame there's not more charging spots out in the wider suburbs. Hoping this will improve with time. Thanks Hertz for offering EVs.

Pathetic customer service, Inconsistent information and advice from its website and they also debited additional charges to my card with no prior information and had to spend a lot of time going to and fro. True pain and worst customer experience

The gave me a polestar which I didn't want and didn't explain anything about the car. Seems like it will only charge at some ev points. Never found one to charge it at so I returned it for a different car 2 days later. After that no problems.

I had a trip to Melbourne booked to surprise my Mum for Mothers day. I had a car booked at the Melbourne Airport which was a lot larger than required, but was the cheaper of the options available. When I got to the Hertz counter, the lovely

Prompt service, loan vehicle had some problems which i told them about on return but not sure if it were taken seriously or not. The first time i used them i was upgraded from a hatchback to a Tesla Model Y which was in great working order.

My sister left her handbag on plane (we realised when they asked for her license), manager (presumably?) was SO unsympathetic and both face to face and phone service were 'unable to help'. I offered to pay for another car under my name but

Renting a car during pandemic lockdown was not my usual experience. First time I have used Hertz. After a whinge about the very long walk from the terminal gate. I was greeted by Maha who quickly brightened me up. The car was upgraded, at

A complete let down. After arriving at waiting in a line about 30 minutes long, to be told that there was an issue with the booking, for which I had to amend on my own, then line up again, to reach the counter after another 30 minutes to

Do not use this Company!!!! after leaving very positive feedback for the service when picking up the car - we find they have overcharged us $360 and still no bond returned. very disappointed and cannot even speak to anybody regarding the

One of the best car rental places I've been to, which is an unusual experience at the normally hellish Tullamarine airport. The staff and location was fast, efficient, polite and well organised and it was a relief after a long flight.

The admin was fast and staff helpful. However, the car appeared or prepared before. The child seat was installed upon when we want to collect our vehicle. Car was also not very well cleaned, whicb rubbish under the seats noticed.

Check in was good, but the fella on returning the car was the best, he was absolutely awesome. He was very informative of where we had to go at Melbourne airport to catch our flight. He was ever so friendly. Hertz out does Avis

My friend and I were in a tough spot the other night - our flights got cancelled and we had no way back to Sydney. The loveliest lady whose name I didn't get was so kind to us and gave us a few options to get us on our way.

This company is Zero help....try somewhere else...booked a car, arrived and no car. If you're not a gambler, do not use Hertz, apparently it just depends on whether they have a car, if they can give you the car you booked.

Don't normally write reviews - Thank you Greg at the airport office . you were helpful and provided a solution and saved money for us . really appreciate the help and service. the experience was perfect! thanks

We returned a car at 3.30pm on Sunday 28 July and were checked in by Gaylene. She was very friendly and helpful and even obtained a luggage cart for us. he is a real asset for Hertz. Great service! Thank you!

Our flight arrived late making us arrive after the 1:00 am closure time. Maha and Nez reopened for us and saved the day. Very thankful for the pair of them - we will definitely be using Hertz again.

It's nearly always busy here, but the staff here do an amazing job to get you on your way, we use these guy's @ least 5 time's a year & never had any problems or issues always great service!

For someone that hires 40+ times a year why am I walking 200m down the carport to find my car every single damn time. Two times I have had a car with flat tyre warning when I hop in.

WARNINGS WARNINGS They are most unorganized hire car place I ever saw. Specially when you done the booking online. They will take money from your credit card unauthorised.

Good car rental company at Tullamarine airport with quick service and friendly staff their cars are always clean and well maintained, we always use and recommend Hertz.

Several hidden fees, well more than I've ever seen before. Be wary of final price. Associate at counter just replied "yeah they do that." Car at least was new/nice.

Ellie was amazing on the car return and made my overall experience with the rental better, while South Yarra DT were terrible at pickup. Keep doing a good job Ellie

Car initially allocated had no SatNav system. I usually get cars modern enough to use Android Auto. Member of staff quickly resolved issue and changed vehicles.

Very slow service when you need to pick up your car at the service centre, so your in a line waiting for ages at pickup. Cars are in excellent condition though

You can not hire a car without a physical credicard. They don’t have an atm machine to tap with your phone. Nor payid and DO NOT ACCEPT CASH. Ridiculous.

Easy to find when it's time to give the car back. But the car wasn't as clean as I was looking forward to. Little bit disappointed with that.

Good experience with Hertz Melbourne Airport in early August 2023. Friendly staff, smooth pickup. Lucky enough to get a new car.

They have new, and clean cars. Easy to pick up and return. Just be prepared to queue up, unless you do an early check in.

ABSOLUTELY DISGUSTING CUSTOMER SERVICE! First of all, they failed to return my drivers license to me when I picked up my

Really quick and friendly service at both pick up and drop off. The car requested was the car provided. Thank you …

Well over an hour in line. Nice staff and good car, tho. Return (6am) - dreadful experience. Poorly marked. Surly staff.