Hertz Car Hire - Cheltenham Staverton - Staverton Garage - Gloucester

Thevin B.

Amazing service by this branch, the London branch gave me a car with preexisting damages which were not logged in the PDF they give but I had pictures taken before hand. The manager of this branch was really great went through the pictures and told me to always be mindful like this before renting. He was a jovial great chap and I would love to rent from this branch anytime. The London branches could learn a thing or two.

Mim C.

A hire car arranged with Hertz for delivery today at midday. The car was delivered without any handover just gave me the keys. As soon as I engaged the ignition minutes later the engine fault light came on on the dashboard so I immediately called Hertz Cheltenham who said they would be sending a replacement out today (as I urgently needed the car for tomorrow). I heard nothing from them at all and after 35 attempts to call, a voicemail left and multiple escalations with Hertz central, I am informed that the Cheltenham manager, Ashley, allegedly called me to say a replacement would be sent tomorrow. This is a complete lie. Don’t bother hiring a vehicle with Hertz Cheltenham, they send you a faulty car and then ignore your calls.

Candice W.

DO NOT RENT A CAR FROM THIS COMPANY!!!
I booked a car on the Holiday Autos website and Hertz came up as very reasonable, so I booked it through that website. I put down that I would pick the car up at 12 o'clock on a Saturday. The booking was accepted. On the day , we were running late as we were travelling from Cornwall. I found the booking confirmation from Hertz and Holiday Autos to look for the companies number to say we were going to be an hour late. It was then that I saw that the company closes at 12 o'clock! It also said on the information " If you collect or return your vehicle outside the pick-up/ drop off time, or IN THE EVENT OF A DELAY, please contact the desk phone number provided above". So, this is what we did, because it also said that you can , for an extra fee, arrange another way to pick up the keys. We rang at 09.24 and no one was answering, so we left a message and no one got back to us! We arrived at 1pm to everything being locked up, no way of collecting the keys. They knew I was coming because i checked in online, but I had no phone call from them! We rang and rang and no one picked up and no other number to ring. Getting incontact with Hertz customer care was a joke, and when we did manage to get someone to talk to us on a live chat, they gave us a mobile number to ring but, Yet again.....no one answered!!!
I put a complaint in with Holiday Autos to try and get a refund as we had followed the procedure that was given to us. They reviewed the case twice and Hertz had told them that they had no contact from us! Which is a complete lie! So, they came to the decision not to refund us. Despite the fact that the company accepted the booking when I said I would pick the car up at 12 o'clock, but then found out that they close at that time!( why accept the booking if you close at that time!)
I had proof on my phone that we had made that phone call and left a message explaining. That was on Hertz to actually pick up their phone or listen to their messages, or....I know....ring the customer up to check that they were still coming, seen as though I'd checked in online!
So, i had to rent from another company which cost £290, plus £ 215 that I lost trying to rent from Hertz!! Holiday Autos suggested trying to get my money back through the insurance, but I shouldn't have to do that!!! THEY didn't live up to their own policy's. This will now be taken to Trading standards. I only wish I'd read these reviews before booking with them!

Max D.

Booked a van, booking was automatically cancelled due to system error. Called and a new van was booked, happy day's until we realised the new van booking was 200 miles away. Horrible service and incompetence at every step.

mark B.

What a pleasure to do business with. Car was reasonably priced. Almost new & spotlessly presented. Everything is made very clear and easy to understand but the best thing about this Hertz is the incredibly nice and friendly guy who dealt with me in person at the counter. Because of him I will definitely use them again

DB

I live overseas & was hiring a car from a week day to a Saturday. The T&C says office open until 1pm on a Saturday. The guy tells me the car has to be back around the same time as they operate on a 24 hour basis on the return date. I arrive at 12.22pm on a Saturday to find the office closed, no drop box for the keys. Therefore, had to extend my stay in Cheltenham by 2 days as otherwise I would not be able to make the trip back from London to drop the car then to the airport in time for my flight.

I take the car back as soon as they open on Monday morning at 9am. They advise don’t worry about it, they wont charge me for the weekend! (it cost me more in hotels and train fares to stay & wait!). I advised them they need their T&C reprinting if they close at 12pm!
2 days later I see they have taken 2 additional days out of my account. I call 48 times on the Monday with no answer. Luckily my father in law is close enough to go over. They say its an admin error they put the car back through on the Monday so their head office charged them, they would email them and us to confirm a refund.

That was over 3 weeks ago, several unanswered calls & 3 trips by my father in law to which each time they promised to resolve this.
Whilst he was there, he asked for their number. They gave him the number he had been dialling as per google & their website, he called it whilst there and no ringer is turned on!

This is still ongoing.
We have emailed their Head Office several times, no response. We only received the invoice!
So much injustice with such a large corporate organisation. Our hopes of getting our money back are disappearing.

Roy F.

Took payment despite being cancelled as unable to supply a suitable sized van and still waiting for a response and return of the money.!!
Always had good service until the latest booking, requested a long wheelbase van for house move, booked in plenty of time to be informed 2 days before moving that they don't have any long wheelbase vans?.. Surely there's something available in the area from other depots? Now completely in limbo trying to arrange something else with another firm. Very disappointing and won't be returning for future custom

Emily C.

Found that Hertz was cheaper than other companies when we needed a car last minute and they also had a deal for a free additional driver. The staff member who checked the car out/in for us and as really helpful and friendly. Great customer experience.