Hertz - Dulles - Dulles International Airport (IAD) Avis 

Cars were available, airport shuttle was on time.

I am trying to discuss the damage to the vehicle with pictures to submit and I only receive the response of pay here. Pay here. If you want to talk open chat, okay I did. Then they don’t have an answer and say the team will reach out within 5 business days and that team only says pay here.

Also the fees that I prepaid for the car went up $30 for the facility fee when I took the car. No one told me the fee changed you just charged my credit card.

I’m writing to share my frustration and disappointment with my recent rental experience at Hertz Dulles International Airport. I want to mention that the staff I interacted with were friendly, and I do not blame them personally. My issue is mainly with the system, communication, and customer service process. My original reservation was from August 31 to September 4, with September 4 being my scheduled drop-off date. During the rental, I tried to exchange my vehicle, but instead of processing it as an exchange, the vehicle was marked as returned, which closed my rental agreement. I was then told I would need to make a new reservation, but the new price was much higher than my original rate. After some discussion, the staff were able to create a new agreement at my original price, which I really appreciated. However, after that, the new rental did not appear in my Hertz app, so I couldn't manage or extend the rental through the app. On September 2, I called Hertz to extend the rental and was told that the vehicle was actually scheduled to be returned that day. I explained that my original drop-off date was September 4, but I was told the system showed September 2 and that I had to return the vehicle. Because of this, I had to drive to the airport to figure out what was going on. When I arrived, the staff immediately realized there had been an error and changed the drop-off date back to September 4. The next day, I tried to extend the rental again. Since it still wasn't showing in my app, I called customer service. This time, I was told that the vehicle needed service and therefore could not be extended, and that I had to return it on September 4. This made no sense to me because the vehicle was perfectly fine, had only recently been picked up, and I had experienced no issues with it. Once again, I had to drive all the way back to the airport—for the third time—even though I was far away at the time. When I arrived, the extension was completed in about two minutes. Nobody mentioned any problem with the vehicle, nobody stopped me from continuing the rental, and the extension was simply processed. So I’m genuinely confused. On the phone, I was told there was something wrong with the vehicle and that I had to return it, but when I went to the airport, the staff extended the rental without any issue. Having to make three separate trips to the airport because of conflicting information was extremely frustrating and inconvenient. I also have a concern about the approximately $600 authorization hold placed on my card in addition to my rental charges. That hold significantly reduced my available credit and prevented me from using the card for other expenses. My card was already close to its limit, so this caused me a real financial inconvenience. I asked if the authorization could be placed on another card, but I was told that the card could not be changed. I would therefore like to understand why approximately $600 was being held in addition to my rental amount, why I couldn't use another card for the authorization, and whether this hold was related in any way to the issues with my rental agreement. I would appreciate it if Hertz could review my rental history and explain what happened with the rental agreements, why the drop-off date was incorrectly changed, why customer service gave me conflicting information about the vehicle, and why the $600 authorization hold was placed on my card. I also hope Hertz will consider some form of compensation or goodwill adjustment for the significant inconvenience, time, and unnecessary trips to the airport caused by these issues. Again, I want to emphasize that the airport staff were friendly, and I appreciate their help. My frustration is with the overall process and the lack of coordination between the app, customer service, and the airport location. I hope you can look into this and provide me with a clear explanation and resolution.

Great pick up of the vehicle ,vehicle clean .
Return fast and receivers very professional and kindly.
Manager also very professional .

I arrived and had to wait 30 minutes in line - Gold Board said SEE DESK - not good customer service - once I got to the desk representative just gave me the aisle number my car was located in. Renting pretty much every week, I shouldn't have to wait.

Vehicle was dirty, gas wasn’t full. Service light for oil change was on.

Always good experience with Hertz

I reserved a Mercedes SUV. Car was not there when I arrived. Ended up with a Buick that was not clean.

All was great. Randy at Bradley truly capped my experience with excellent service!

Extra charge my credit card

The process was not easy and unprofessional. The type of car I reserved, hybrid, was available but both vehicles I selected were overdue for an oil change. I ended selecting a vehicle that I did not request. Good news was that vehicle served its purpose and was perfect. Employees seemed they had no interest in customer service and I was a bother. I noticed other customer experiencing the same frustration and we helped each other to locate vehicles. Kinda sad, it shouldn’t be hard to help customers

Small hidden charge imposed after the car was returned and there was no clear explanation for such charge! After I thought that I already prepaid for everything now Hertz claims that I still owed them some money (~$12)!

Over $120 for 1 extra rental day is excessive.

The vehicle was ready, fueled, and interiors cleaned.

The staff was helpful and fry.

I really appreciate the use of video technology to quickly determine the state of the vehicle as it leaves the lot and when it is returned.

Upon arrival at the location, name fully on display on the Hertz Gold sign, good selection of vehicles, and ease to checkout and begin my visit.

I PRE-PAID FOR OUR VEHICLE, SCHEDULED GRAB-AND-GO KEYS. WHEN WE ARRIVED AT 11:30 PM, THERE WERE NO MORE CARS. WE WERE THEN GIVEN A DIRTY MINI-VAN AND CHARGED $158 MORE UPON RETURN, EVEN THOUGH WE WERE DOWNGRADED AND HAD ALREADY PAID!!!