My experience was extremely disappointing from start to finish. I contacted Customer Service multiple times and received virtually no support. The Malmö office repeatedly redirected me to Customer Service, where I received no meaningful response or assistance. The rental pickup process was unacceptable. I waited for more than 90 minutes at 11:00 PM in front of the self-service kiosk because it failed to correctly read my driver's license. The support agent was unable to help, had no knowledge of how to override the system or release the keys, and the local office was already closed, leaving me stranded without any practical support. The vehicle itself was in poor condition. It was dirty, smelled unpleasant, and did not meet the standards I would expect from a professional rental company. To make matters worse, the invoice was issued with incorrect billing details. It should have been issued to my company. When I contacted the Malmö office, I was again redirected to Customer Relations. I sent an email on Monday and, more than two days later, still had not received any response. Overall, this experience demonstrated a serious lack of customer service, poor communication, and inadequate operational support. I cannot recommend this company based on my experience.
Svar från Hertz
Hello, Thank you for sharing your experience. We are sorry that the pickup process and the subsequent handling of your rental did not meet your expectations. We have followed up with our Malmö team and can see that you arrived at 10:25 PM and received assistance from our support team for approximately 30 minutes before the issue with the driving licence being read by the kiosk could be resolved. We understand that this was a frustrating situation, particularly at that late hour. We have also taken note of your comments regarding the condition and smell of the vehicle. The vehicle was an older Volvo V60, and we are aware that rubber floor mats in some older vehicles can develop an unpleasant smell over time. Regardless, we expect our vehicles to be maintained to a good standard. Your comments regarding the pickup process, vehicle condition, communication and billing have been forwarded internally so that we can review what could have been handled better. We sincerely apologise for the inconvenience and appreciate you bringing this to our attention. Kind regards, Hertz Customer Care Center
