Car rental with hertz

[Central]

Hi all,
I’ve got an EV booked via Booking.com with Hertz UK — listed as a “Polestar 2 or similar” from Birmingham Airport, running from 30th August to 7th September. I’ve added Booking.com’s excess cover as a backup.

I’ve come across quite a few bad reviews online (Trustpilot, Google etc.) — mostly about unexpected charges, delays with deposit refunds, and issues during returns (including claims of damage that renters say wasn’t there). Some mention being caught out by their AI vehicle scanner, which apparently assesses damage automatically.

I realise people are more likely to leave negative reviews than positive ones, and Hertz must rent out thousands of cars a year without issue — but I’m just trying to get a balanced picture.

So I’m wondering — has anyone had a recent experience with Hertz at Birmingham Airport? Especially with EVs or their returns process? How was the AI scanner handled? Any problems with deposits or surprise charges?

Appreciate any insights.

[SnoopZ]

I can't answer your question but I would take very good photo and video evidence when collecting and returning the vehicle for any rental company.

[Central]

Originally Posted by SnoopZ

I can't answer your question but I would take very good photo and video evidence when collecting and returning the vehicle for any rental company.

Yeah already got a checklist of what to take on pick up and return. Will make sure photos have timestamps to.

Take a self-narrated video on pick-up and again at drop off. Spend a couple of minutes on it, and draw attention to every flaw you encounter. If possible make sure they see you doing it.

I’ve hired from Hertz and others via easycar, and not from BHX, but it’s unlikely that branch has a specific problem. As you’ve already identified, review sites just tend to concentrate the small number of issues people have in one place. In 4-5 hires I’ve not had any issues.

Additional point, be aware of that descriptor, “or similar”. That refers to the size of the car, and not equivalent equipment on board, and with EVs it certainly doesn’t equate to similar range. If they don’t offer you a Polestar 2 on pickup be very careful what else they might try to give you. If you’re very lucky and get a Tesla you’ll be fine, but there are certain other EVs in that class with woeful electric range. If they offer you something like a Vauxhall Mokka for example you’ll easily end up with 20-25% real-world range than a Polestar. If you’re going on a long motorway run, you should insist on the Polestar and explain that range is of particular importance.

[daveeb]

As a generalisation I have heard about car hire companies insisting on customers taking out the comprehensive insurance supplied by that particular company even when the customer has used a third party insurance company for that purpose. As advised above I'd be recording the handover which might curb the worst of the potential BS.

The best way round that is to arrange hire via an online broker like Easycar because the hire companies know the broker will sell you insurance, and send you the certificate on an email that plainly states you should not also by insurance from the hirer. Or, just stand your ground, because the hirer’s own website makes clear the insurance is optional. It isn’t legal car insurance anyway, just a damage waiver to cover you for the enormous uninsured excess they charge for damage, which with some hirers be up to £2,000 or more.

The hirer has no legal right to demand you buy insurance, because the car is legally insured and drivable whether you take out a policy or not. They may however just try it on with a customer who looks like they don’t know what they’re doing.