hertz.es

Disappointing post-rental damage handling at Hertz Francesc Macià (Barcelona)

I rented a vehicle from Hertz | Francesc Macià (Barcelona) and had no issues during the rental itself. Unfortunately, the post-rental damage handling was extremely disappointing.After returning the car, I was charged for a very minor cosmetic scratch on the bonnet. The mark is barely visible and can only be seen under strong artificial lighting and extreme close-up inspection. Even in Hertz’s own photos, the scratch is difficult to identify and not visible at normal viewing distance.What makes this particularly frustrating is that the vehicle already had multiple pre-existing scratches and cosmetic damages documented in the official Vehicle Conditions Report at pick-up. Despite this, Hertz attributed a barely visible surface mark to my rental without providing dated, time-stamped pickup photos proving the bonnet was free of such marks beforehand.Additionally, loss-of-use and administrative fees were applied for this purely cosmetic issue, with no evidence that the vehicle was taken out of service.My attempts to resolve this directly were met with templated responses that did not address the substance of my concerns and instead shifted the burden of proof entirely to the customer.I would strongly recommend not doing business with this company and if you do make sure to do extremely thorough inspection with detailed photos and videos before and after rental.I would also recommend that Hertz consider an internal audit of this Barcelona branch, as a noticeable number of customers report similar post-rental damage experiences, suggesting that customer service practices at this location are poor.

Date of experience: Dec 26, 2025