Hertz 24/7® Mobility 4+

I have used this app before, and didn’t have any problem, however, I booked a van through the app yesterday, turned up at the location, this is where it went south…..fast!
Pressed start the rental in the app, but then you have to go around the vehicle, taking pictures of all sides, bear in mind it was a Sunday, at Costco, and there was cars everywhere, ridiculous! Once that was done, the app tried to find the vehicle in the car park, I was stood right next to it, and it couldn’t find it! I ended up calling customer support, which was a total waste of time! She went through everything, asking me to turn Bluetooth off and on, close the app and restart it, eventually it found the van, but then I could unlock it, she tried to unlock it remotely, but for some reason couldn’t! She kept apologising, which didn’t help! She asked if I’d be able to get to a different location if she was able to book another van, I’d been dropped off, so at the time I couldn’t! After almost 30 minutes on the phone, asking me if I’d started the engine at all, which I told her, if I’d started the engine, I wouldn’t be on the phone to you, trying to get in the van?! She told me she’s cancelled the booking! Wow!! Definitely won’t be using this service again, and would advise everyone else to avoid it in the future!

I thought I was issue but clearly it appears that the new app is a total fail. Almost two hours trying to book a van and still unable to do so. Called customers service three times and no one was able to resolve the issue and I was given three different reasons as the reasons for being unable to make a booking. The first operator said that it was an internal issue, the second mentioned that they cannot do bookings through the phone anymore but once I explained that I was unable to do so through the app they said that in this case they can, and the third operator said that the IT team was looking into the matter and to retry in 30 minutes. Is this a joke Hertz? Like why do we pay the membership and why there is no back up solution in these cases, if you cannot provide the service we signed up to? Awful experience. My two years old couldn’t have lunch and my oldest daughter had to be collected from school from a kind parent. And on top of everything I am left stranded at IKEA with 2 beds and lots of other things that I have no idea how I’m going to take home or what to do. Really negative experience and no sort of customer care service provided. An apology and that’s that. Shocking to say the least.

I’ve used the old hertz app a few times over the last couple years. Always been good and fairly reliable. Won’t be using it again after using the new app for the first time today. I booked a few days ago, had a text yesterday informing me the booking had been canceled. I called customer support and was informed the booking was still active and to arrive for pickup as planned. I did so, I was unable to access the van due to a ‘weak internet connection’ in a carpark where there had never been good internet. I noticed the other hertz van which had been booked was also still there so I assume they had the same problem. I called customer support and waited for 10-15mins with no answer. Hung up and drove to a different company to rent a van for the day. My partner called customer services and was informed they could start the van remotely for us but we’d already left, we were issued a full refund. I wish I’d listened to all the bad reviews of the new app before booking and won’t be using the service again! We booked for 2 hours and had used nearly 35mins trying to access the van!