Northern Spain Trip

Good

The car rental customer service was a Spanish lady who tried to sell me additional insurance. Despite me showing proof that I had already purchased full coverage, she refused to look at it and exaggeratedly claimed, 'What you bought is yours, what I recommend is mine. If you didn't buy it...!' We firmly and repeatedly emphasized that we would not purchase additional insurance. We resolutely said NO! Then she got a bit angry and ignored me. After a standoff, I asked if I could get the car keys. She responded that it wasn't 3 PM yet, which was my scheduled pickup time. So, I stepped back a few steps, waited for a few minutes, and received a pickup note or possibly a contract. She vaguely pointed to the side with her hand. I assumed I had to get the keys from the neighboring window, but the lady at the neighboring window told me to go to the parking lot at the back to get the car! Apart from the unpleasant experience with the insurance upselling, everything else was fine. If I had accepted her insurance offer, the total cost would have reached 600 Euros, which is double the price!

I clearly stated on my phone that I did not want any additional services, but I was unknowingly charged for insurance. This is outrageous and unacceptable! My friend rented a car from another company, Europcar, and also faced pressure to buy insurance. She asked me to translate her refusal, and although the representative was not pleased, they did not charge her for insurance. Hertz’s behavior is infuriating and disgusting! The female staff member clearly nodded and understood my request for no insurance, but the final bill still included over 300 euros for insurance.

The return office was closed and we were sked to drop off the key in a box. This leaves the customer feeling insecure as the vehicle isnt checked for scratches etc.

The process was painless

The car had 24 pieces of damage. The car was not available on pick up. The car when arrived was difficult to find. The staff were not helpful