Hertz Car Rental - Newton Newton Marriott HLE

"Update (8/27/24): I have now received a second pending charge from Hertz for $97 as of this morning and also flagged it with my credit card company. Update (8/26/24): I received another automated call about my car not being returned this morning. I checked my credit card and the pending charges have gone up to $250 (a week of rentals). I called the local office and again absolutely no response. I have now escalated to my credit card company and marked it as fraudulent. I do not understand how this is allowed to happen repeatedly. Screen shots for reference. Original Post (8/23/24): I would give this location 0 stars if I could. I had an absolutely terrible experience renting with Hertz in Newton. I had a Ford Explorer for about 6 weeks for an insurance claim. My rental coverage ended on 8/16/24 so I made sure to drop the vehicle off there on that date. I parked it in rental return spot 14 and then went in to the front desk and handed the keys to the woman working in the Hertz office. She told me I was all set, though she didn’t have me sign anything. The following week I received a call from that Hertz location to inform me that my rental coverage was up and I needed to return the vehicle. I told them I already had and they asked me where so I told them in Newton with the Hertz agent. They said they had no record of this and no keys. I told them that I returned it and that I spoke with the lady at the front desk and gave her the keys. They told me they would follow up and let me know when this was resolved. Today, a full week later, I received a call from Hertz Corporate asking me to return the car. So clearly they have done nothing about this. I just called Hertz Corporate and told them the full story and it still isn’t being resolved. Apparently my rental agreement is still open. I told them they need to close it immediately and refund my credit card charges. Their employee not doing their job properly is not my problem. I have been trying to call the Hertz Newton and no one picks up, it just rings and rings until someone hangs up. This is the worst customer service I have ever seen and it feels illegal. The employees are incompetent and I feel like I’m being scammed. I will be reporting this location to the authorities and Hertz corporate. This is frankly ridiculous. NEVER go here. Update (8/23/24): I just received another text that my vehicle is overdue for return even though I spoke to customer service earlier today and I was assured that this was taken care of. I mean seriously, this place needs to be investigated. This is fraudulent. I’ll be reporting you. Update: it appears MANY other customers have this same experience. How can this place be allowed to operate like this."

"This was the worst rental experience I have ever had in my life. I rented a car from Hertz and returned it an hour before it was due. The representative met with me in the office, took the keys from me and walked me to the car to confirm that the rental was all set. The following day I checked my credit card to see if my $200 deposit for incidentals had been refunded and noticed an additional charge from Hertz. The Hertz corporate office then told me that the reservation was never closed and had to be closed by the local office. They sent a request to the local office to close it, as they said they do not have the ability to close it out from the corporate office. The local office was closed over the weekend. I called this Hertz twice and was reassured that the rental would be closed before the end of the day. It was not closed. I spent hours on the phone with the corporate office to explain the situation and was told that I would continue to be charged for a vehicle I returned until the local office closed it. My contract ended on the day I returned the car and the corporate office continued to charge me without my consent, which is illegal, due to negligence of the local office to close my reservation. I have never been so dissatisfied with a service and do not recommend Hertz ever. I should have been refunded for my entire rental including the additional fees. I have still not had resolution of this issue. Update on 8/3: Reassured by staff that the manager closed out reservation yesterday around 4 pm and that I would receive refund and an email with confirmation. Today, I noticed ANOTHER charge from Hertz on my credit card indicating reservation was never closed. No follow up from the supervisor via email or phone. I will never use or recommend Hertz again. BIG MISTAKE!"

"What a horrendous experience here. The person working had no idea how to enter a AAA discount (would think this is pretty standard) and told me to book online. I booked an economy car under “managers special” and he said they would give me an electric vehicle. Tried to also give the woman before us an EV. When we both said no we didn’t book that, they said too bad, you’ll have to pay more for a regular gas car. No info or confirmation said this deal was for an EV, simply “economy”. This place is a total scam. After 1.5 hours we left with no car."

"Returned the car rental weeks ago and still being charged for it! No one answers the phone in order to sort out the situation! No e-mail on website! They using my credit card as they desire while it is supposed to be covered by the insurance of the other party!"

"If you want peace of mind, Refrain from renting at this Hertz location. I'm a Hertz Goldplus member. This location provided me a car with safety issues saying they don't have an alternate vehicle. When I returned the car after having it for a couple of hours and realizing the safety concerns, they charged me a full day rental price. This is a sheer rip-off of customer pockets without even providing a safe car or reliable service. The final twist for me was.. the location manager was enjoying his Vacation and the staff was helpless though they wanted to cancel the contract. Instead they were suggesting that I return the car at the airport Hertz location and try requesting other Hertz locations to get it cancelled. Hopeless... BTW... I've already provided feedback on the Hertz website but haven't received any response."