We are posting this review to warn others based on our direct experience with a Hertz-group rental in Australia (Dollar brand) and the complete lack of response at Hertz Australia / Group level.From the outset, this was a long-term rental, and it was clearly communicated at pickup that we would be travelling 17,000–20,000 km over several months. This was explicitly discussed and acknowledged. The vehicle was therefore expected to be suitable for a long-distance journey.According to the service sticker on the windscreen, the next service was due at 38,700 km. We actively asked whether the vehicle would need to be serviced or swapped during the rental due to the planned mileage. This was explicitly denied, as we were told that the Hertz/Dollar group uses an internal maintenance system which showed the vehicle as properly serviced and approved.The vehicle is now at approximately 53,500 km, meaning it is operating around 14,700 km beyond the stated service interval.During the rental, we encountered a serious safety issue. We arranged an independent external inspection at Goodyear Autocare, which confirmed that the rear tyres were heavily worn and unsafe, and clearly not suitable for the agreed rental duration and mileage. We were explicitly advised that continuing to drive the vehicle posed a serious safety risk. Written documentation from this inspection is available.Given the tyre condition and the overdue service, we can no longer reasonably trust that other safety-critical components (such as brakes) are in an acceptable condition.Despite this, we were told that all costs for roadside assistance and tyre replacement would be our responsibility, and that we were required to return the vehicle with five fully functional tyres, regardless of the condition of the tyres originally provided.What is particularly concerning is the complete lack of response at Hertz Australia / Group level.The matter was formally escalated to Hertz and Dollar Head Office, Claims and Executive Customer Relations. As of today, there has been no response for six days, while the rental remains active and the vehicle has been independently deemed unsafe.In parallel, we experienced a system failure where we received an automated email stating that the vehicle had not been returned, despite the rental still having almost two weeks remaining. We had to actively contact the company ourselves to have this corrected.Due to the lack of guidance and support, and because the safety issues cannot be postponed any further, we are now being forced to resolve the situation ourselves, including renting a replacement vehicle from another company, entirely at our own expense, simply to continue our journey safely.From our experience, this reflects a systemic failure in safety oversight, maintenance assurance, escalation handling and customer protection across the Hertz group.Based on what we have experienced, we would strongly advise against renting with Hertz (or associated brands such as Dollar), particularly for long-term rentals or travel involving significant distances, where safety and reliable support are critical.
Claim your business profile now and gain access to all features and respond to customer reviews.
