Hertz México Reviews 109

HORRIBLE rental company. Got a car that had air conditioning that didn't work, car would misfire after being at a complete stop, had to put air in the tires every day....and after I submitted a complaint I get a voucher for a ONE DAY free rental in Mexico when I live in the US. Never use them again! EVER!

Very disappointing experience with AVASA / Hertz in La Paz.

On December 26, while driving from La Paz to San Carlos, the rental vehicle suffered a mechanical failure (check engine) and became undriveable. We immediately contacted roadside assistance and followed all instructions. Despite this, we had to wait more than four hours on the roadside.

We were told multiple times that the vehicle would be recovered and that a solution would be arranged. This did not happen. We were forced to interrupt our trip, return to La Paz, and book an additional hotel night at our own expense.

I personally returned the vehicle key at the La Paz Airport office (confirmed in writing), since the car could not be driven due to the mechanical issue and they didnt picked us up....

On top of that, the car had been handed over to us with an almost empty fuel tank, which was already inconvenient at pickup.

After all of this, we were still charged:

a one-way/drop-off fee

environmental fees for more days than the car was usable

airport/license fees

and rental days beyond the date of mechanical failure

Technical issues can happen — but the way this situation was handled and the subsequent billing were not customer-oriented or fair.

Request for giving back the money is out but only got the deposit back. Such a shame!

Staff were friendly while they ripped you off.
Although the booking.com booking was for a full to full fuel policy, when I got to the counter I was told that it was full to empty, non-negotiable. Ie Hertz charge you for a full tank and you return it empty. This is a complete rip-off as it's impossible to return with an empty tank. You can't judge how much you need to get back and you can't risk running out before you get there. If you are only staying locally or for a few days, there is no way you will use a full tank of petrol but you will be charged for it anyway.
32 years ago I swore never to use Eu ropecar ever again (and I haven't) Same now applies to Hertz. Never again anywhere.
These car rental names should ensure their franchises are representing them with honesty.

My flight into Puerto Vallarta was slightly delayed - the office there knew this as they had my flight details in advance.

When I arrived, they told me they had give my 7-seater car away to a walk-in customer, offering me only a much smaller car that was inadequate for my full family + bags. Apparently they gave my car away only 30 minutes.
The fact they had my flight details was shown in the list of all customer bookings (including personal details) they shared with me, in an obvious breach of personal data.

The staff are extremely rude and more interested in their mobile phones than helping. When I said that the smaller car would not do, the manager told me that was the only option and focused on texting.

People working at other car rental companies in the airport say that ‘this is a daily occurrence’. The Hertz team is known within the airport (and, I subsequently discovered, by hotels in the area) for ripping off customers, selling pre-booked cars to walk-ins, threatening any customers who complain.

One employee of another car rental company said they had resigned from Hertz because of the daily pressure by local management to exploit customers in this way, and that employees are told they need to upsell and rip-off as part of the job.

When I continued to complain, the agent called in airport security (apparently the Hertz manager there bribes them to remove customers who become troublesome). He told her there were no grounds for removing me but suggested I try another agency.

I had to book a car through National (they were excellent, and extremely helpful). This cost me considerably more, partly because National does not have an office at Manzanillo, the location where I was due to drop off the car (Hertz does had an office there, which is the only reason I had booked with them despite the 95% negative reviews online of which this is now just one more). National arranged for two colleagues to drive for 3 hours to Manzanillo on Boxing Day / my experience with them couldn’t have been more different.

Hertz customer service has completely failed to investigate, saying that my flight was delayed by three hours (it was not). They tell me they can’t be responsible for this office as it is a franchise. They won’t explain to me how this was allowed to happen and have now said they won’t respond any further. They are refusing to compensate me for the difference in price between my rental and the cost of National (Hertz has used a made-up rate, rather than the amount I have provided for them in a receipt).
I have never, ever, had an experience like this.
No wonder the stock has lost 80% of its value in the last 5 years.
I strongly recommend you avoid using Hertz in Puerto Vallarta.

What occurred at Hertz Cabo Airport (SJD) was not a mistake or "inventory issue" - it was a deliberate bait-and-switch scheme executed under the Hertz brand. Upon arrival, we checked in at the Hertz counter near baggage claim and were explicitly instructed by a Hertz employee to go outside and locate a woman holding a Hertz sign for shuttle transport to the rental facility. For context, it was our baby, us (a couple), and my 72-year-old mother-in-law plus our luggage, stroller, and carseat.

Once we went outside and found the AVASA employee holding a Hertz sign, she quickly reviewed her list and confirmed that our reservation was on it, and then informed us that no Hertz vehicles were available. This explanation is indefensible, as we had Hertz President's Circle status, a confirmed reservation, and written proof we were "on the list. When challenged, the representative offered shifting and contradictory excuses, including our reservation could have been cancelled because we booked through a third part or because perhaps we did not prepay (which is not required nor standard for rental car reservations). While we discussed with her, another (Mexican) couple arrived, checked in with her, and were permitted to board the AVASA rental car shuttle van to the facility.

She then asked how much we paid and what insurance we selected - information that is irrelevant unless price manipulation is the intent. Immediately afterward, she summoned an individual from a "different" rental agency, yet still under the "AVASA" umbrella who offered a vehicle at a rate over FOUR TIMES higher than our confirmed reservation. This is textbook consumer deception. For clarity: AVASA franchises multiple brands at SJD (Hertz, Dollar, Thrifty, Firefly, Alamo, etc.) operating out of the same facility with a shared vehicle pool. The assertion that "Hertz has no cars" while sister brands miraculously have availability at predatory prices is patently false and intentionally misleading.

When we requested to be taken in the AVASA rental car shuttle van to the Hertz office to speak with a manager, the shuttle was refused, effectively coercing us to accept the inflated alternative or be stranded. She even lied to us, telling us that she would be fired if she let us board the shuttle van. She told us to take a taxi there or an Uber. After going back-back-and-forth about what to do, we opted to take an Uber. This is also difficult because the airport apparently prohibits Ubers so they may or may not pick you up. We had two cancel on us, and one pick us up, but told us to get in as fast as possible. Once we arrived to the AVASA building, not far from the airport, our name was on the TV, welcoming us as Hertz President’s Circle guests! How hilarious, mind you, because apparently our reservation was cancelled. We approached the desk, and the AVASA employee told us he could not find our reservation so he went to his manager, who informed us that it had been cancelled (for some reason, he did not know, but told us they were now out of cars unfortunately. Meanwhile, I booked a back-up reservation while enroute directly on the AVASA Hertz website and prepaid for the car, securing the SAME price as we had paid on via the Hertz application. I then presented that reservation to the AVASA employee, and he went to talk to his manager again, and agreed they’d give us a rental car. He mentioned to husband that they were now robbing someone else of their reservation. They charged my credit card again, although I’d already prepaid, and never refunded me so I had to dispute the charge in the USA because they were unable to reverse the duplicate charge.

Three hours after landing, we were eventually presented with the rental car. It was okay, although it was dented in several areas and not properly cleaned. Thankfully, they did not try to add additional insurance coverages or any other items because I would have disputed those as well.

This conduct constitutes: * False advertising * Bait-and-switch sales practices * Misrepresentation of availability * Coercive and deceptive consumer practices It is shocking that Hertz permits its brand to be used this way. This was one of the most unethical experiences I've ever had while traveling internationally. Avoid Hertz at Cabo Airport at all costs. If you book here, expect your reservation to be meaningless and your arrival to be met with extortion-level pricing under duress. This location should be investigated.

Booked with Dollar. At the airport in Cabo San Lucas, they said my reservation was with Hertz instead. Very confusing.

I was rushed to sign without time to read. Documents were taken away.

They sold me a Renault Duster (Q6), but delivered a smaller Q4 Stepway, not suitable for 5 people.

The car had issues: faulty key and malfunctioning AC.

Contract shows a vague model name: “STE IN A – Renault”.

They sent us to multiple offices and never solved anything.

Very bad experience. Avoid AVASA (Hertz, Dollar, Thrifty, Firefly).

We booked a mid-size car from Hertz at the Cancun Airport online through the the Hertz Mexico website. When my wife went to pick up the car she waited an hour in the line-up before getting to the counter. When she did get to the counter they told her that they didn't have a mid-sized cars left and she would have to pay almost double for an upgrade to an SUV. After spending another hour arguing back and forth with the sales rep my wife determined that not only would the car cost almost double, but we'd have to buy overpriced insurance with a $2,000 deductible and a 90/10 policy that means in an accident we would still pay 10% of the cost of repairs. My wife and I discussed the options and decided to walk away and not rent a car at all -- it was cheaper to get around via Uber. This was the worst car rental experience we've ever had, and we would never try and rent a car from Hertz in Mexico again.

I had a confirmed Hertz reservation at the Guadalajara airport and proof it was active at pickup. Despite this, staff claimed it was canceled and refused to honor the rate. The only option offered was a vehicle at more than double the price, which we had no choice but to accept. Very frustrating experience and poor customer service. Would not recommend this location.

Terrible dishonet practice. Adverstise one thing and deliver another. Absolute mickey mouse operation that disgraces an otherwise decent international brand.
Now in the lengthy process of trying to get a refund, possibly minus some trumped up fee.

I would give HERTZ through Avasa zero stars if I could. The issue is not that they have the worst process, but importantly, this is a VERY DISHONEST business. They will lie, add fees, and cheat. The manager, Lorena Michel, simply does not care. AVOID this place unless you enjoy being scammed.

Deceptive Insurance Charges – Avoid Hertz/AVASA Mexico
I was charged over $5,000 MXN for insurance I explicitly declined, and my father-in-law was charged over $4,000 MXN. Despite our clear refusal and confirmation from staff that the charges would be removed, they were not. Employees Marlon Ayvar Jaimes and Jose Cervantes Camacho knowingly misled us. This is unacceptable behavior and a breach of trust. I am a Hertz Gold Member and expected better. Avoid Hertz Mexico at all costs.

Two experiences with car rentals with Hertz in Mexico. In the first one, even hertz called me 3 times before my trip to confirm the reservation but arrived in Culiacan, Sinaloa to simply be told by the attendant at the Hertz desk that they did not have a car for us and forcing us to rent from another agency at double the price we had reserved. The second was being told that it was mandatory for me to purchase additional insurance that was not necessary, given that the rental agreement includes basic liability and my credit card covers property damage to the vehicle (CDL/LDL). Completely disreputable operation.

THEY WANT ME TO PAY A $10000 PESOS FOR THE INSURANCE FOR 3 DAYS(THE RENT WAS FOR $2500 PESOS) VERY EXPENSIVE, COSTUMER SERVICE THE WORST.
HERTZ MEXICO.09

Please but please don’t loose your money!
I lost $1200 dollars :
I rented a car with this company…..
they told me what kind of car I would expect. I even received confirmation the day before my arrival at the aeroport at Mexico city, and as you can Imagine they gave a smaller car telling me thats what it happens when you rent a car in this web site !!
When I contacted economy booking, they told me to file a complaint on their website in order to be refunded: guess what I was never reimbursed after several calls and several emails trying to contact them!
They have cero customer service nobody answered me after that; nobody contacted me after that!
I lost my rental money and that day at the airport with no car to rent it was a nightmare trying to find another one with all my family waiting on the street!
Please listen to me don’t do it otherwise you will loose your money and they will give you something you never rented…..

So irresponsable company! Dont use it! The children's seat was not mounted but they never said it was not. They said that it was ready to use! We have been using the car and after many days we found out the seat was NOT mounted. We called costumer service and they said that the client should mount it. But we never got that information, on the contrary. They said the car was ready. They didnt want to take responsability for that. Do not use that company!

I rented a car and then I noticed they dropped their prices. I asked if I could book at the new price and they said sure just cancel the first rental and rebook. But i had to get a refund on the first rental. Well after dozens of emails they keep promising the refund but it never comes. They are liars and cheats. Stay away from them!!!!!

to me too, unfortunately the same thing happened to other unfortunate customers. The clerk gave us only three options: spend €900 to have 80% of the refund in case of damage to the car, €1000 for 90% and €1100 for 100% of the refund. We were tired at 9pm and wanted to reach the hotel as soon as possible, so we are entitled to the most expensive insurance, but we had never paid so much, surely the clerks receive a percentage from the insurance, and customers often have no choice but to submit to the demands of these delinquents. This is a shame, I will never use hertz again

Hertz Mexico is the biggest scam I've ever come across. I cannot believe a US company allow their name to be associated with the third party Avasa who run their operation in Mexico. A quick google search would have put us off before booking.
Basically we said at the Cancun Airport desk that we were happy not to have the insurance & pay a deposit, they said they would put 1200 USD on the credit card, we signed the papers & returned the car in perfect condition. They agreed to refund the amount taken and it could take up to a few weeks to go back on the card. In actual fact they took 720 USD but now they are saying that it was somehow part of the rental and not refundable! We paid for the car rental months before the holiday. It's now 5 months later & we still have not been refunded, we have opened a case with our Bank but they are saying we signed the paper work. We signed because it was the middle of the night for us, tired and just wanting to get to our hotel, the agent never said anything about a non refundable deposit on the card. He said if we were not prepared to buy their over priced insurance we had to put a deposit on the card. La Caixa bank in Spain are well aware of Hertz and their scams, they need to be made accountable.

Terrible rental company which is not hertz originally, just a franchise by Dollar or other scam company. I do not understand that Herz cooperates with those small scam companies. Not good for the reputation.

I rented a car for 3 days at the airport of Villahermosa Mexico and all went well. I made a video during check in and check out which proved that.

After I got home I was presented with a damage.... of 3 times the rental amount (They said there was a "ball" in one of the tires, which was a SCAM! I replied to them and send the vids I made. I also informed my credit card company of course to freeze the amount.

In the end I proved right!!! I am happy but regret the rental because of the hassle. Watch out with this company!

They claimed my nine-day car rental was going to cost $250us- it was over $1000. I’ll never spend a dime at hertz in Mexico or anywhere else.