Review Time
Very disappointing experience with AVASA / Hertz in La Paz.
On December 26, while driving from La Paz to San Carlos, the rental vehicle suffered a mechanical failure (check engine) and became undriveable. We immediately contacted roadside assistance and followed all instructions. Despite this, we had to wait more than four hours on the roadside.
We were told multiple times that the vehicle would be recovered and that a solution would be arranged. This did not happen. We were forced to interrupt our trip, return to La Paz, and book an additional hotel night at our own expense.
I personally returned the vehicle key at the La Paz Airport office (confirmed in writing), since the car could not be driven due to the mechanical issue and they didnt picked us up....
On top of that, the car had been handed over to us with an almost empty fuel tank, which was already inconvenient at pickup.
After all of this, we were still charged:
a one-way/drop-off fee
environmental fees for more days than the car was usable
airport/license fees
and rental days beyond the date of mechanical failure
Technical issues can happen — but the way this situation was handled and the subsequent billing were not customer-oriented or fair.
Request for giving back the money is out but only got the deposit back. Such a shame!
The incident at the airport was not a mere error or an "inventory issue"; it was a calculated bait-and-switch tactic executed under the brand's name. Upon arrival, we checked in at the counter and were instructed by an employee to find a woman with a sign for shuttle transport to the rental facility. We were traveling with our baby, my elderly mother-in-law, and all our luggage. Once outside, the employee confirmed our reservation but shockingly informed us that no vehicles were available. This was unacceptable, especially since we had a confirmed reservation and membership status. When we pressed for answers, the representative offered inconsistent excuses, claiming our reservation might have been canceled because we booked through a third party or hadn’t prepaid, which isn’t standard for rentals. Meanwhile, another couple checked in and boarded the shuttle without issue. The representative then inquired about our payment and insurance options, which seemed irrelevant unless they were manipulating prices. Shortly after, she brought over someone from a different agency under the same umbrella, who offered a vehicle at a rate over four times higher than our reservation. This is clear consumer deception. When we asked to be taken to the office to speak with a manager, the shuttle was denied, forcing us to either accept the inflated rate or risk being stranded. She even lied, claiming she would be fired if we boarded. We eventually took an Uber, which was complicated by airport restrictions. Upon arrival, our name was displayed as Hertz President’s Circle guests, despite being told our reservation was canceled. The employee could not find our reservation and later confirmed it was canceled without explanation. I managed to book a backup reservation on the website, securing the same price, and presented it to the employee, who then agreed to provide a rental car, albeit after charging my credit card again. Three hours after landing, we finally received the rental car, which was dented and not cleaned properly. Thankfully, they didn’t try to upsell additional insurance, or I would have disputed that as well. This experience involved: * False advertising * Bait-and-switch tactics * Misrepresentation of availability * Coercive consumer practices. It’s shocking that the brand allows its name to be associated with such unethical behavior. I strongly advise against using this service at the airport. If you choose to book here, be prepared for your reservation to mean nothing and face extortionate prices upon arrival.
We reserved a mid-size vehicle from a major rental service at the airport in Cancun through their online platform. When my wife arrived to pick up the car, she spent an hour waiting in line before reaching the counter. Upon arrival, they informed her that no mid-sized cars were available and that she would need to pay nearly double for an SUV upgrade. After another hour of disputes with the sales representative, my wife realized that not only would the cost be significantly higher, but we would also be required to purchase expensive insurance with a $2,000 deductible and a policy that would still leave us paying 10% of repair costs in case of an accident. We ultimately decided against renting a car altogether, as using rideshare services turned out to be more economical. This was the most disappointing car rental experience we've encountered, and we will not consider renting from this service in Mexico again.
We booked a mid-size car from Hertz at the Cancun Airport online through the the Hertz Mexico website. When my wife went to pick up the car she waited an hour in the line-up before getting to the counter. When she did get to the counter they told her that they didn't have a mid-sized cars left and she would have to pay almost double for an upgrade to an SUV. After spending another hour arguing back and forth with the sales rep my wife determined that not only would the car cost almost double, but we'd have to buy overpriced insurance with a $2,000 deductible and a 90/10 policy that means in an accident we would still pay 10% of the cost of repairs. My wife and I discussed the options and decided to walk away and not rent a car at all -- it was cheaper to get around via Uber. This was the worst car rental experience we've ever had, and we would never try and rent a car from Hertz in Mexico again.
I had a confirmed Hertz reservation at the Guadalajara airport and proof it was active at pickup. Despite this, staff claimed it was canceled and refused to honor the rate. The only option offered was a vehicle at more than double the price, which we had no choice but to accept. Very frustrating experience and poor customer service. Would not recommend this location.
Terrible dishonet practice. Adverstise one thing and deliver another. Absolute mickey mouse operation that disgraces an otherwise decent international brand.Now in the lengthy process of trying to get a refund, possibly minus some trumped up fee.
I would give HERTZ through Avasa zero stars if I could. The issue is not that they have the worst process, but importantly, this is a VERY DISHONEST business. They will lie, add fees, and cheat. The manager, Lorena Michel, simply does not care. AVOID this place unless you enjoy being scammed.
Deceptive Insurance Charges – Avoid Hertz/AVASA MexicoI was charged over $5,000 MXN for insurance I explicitly declined, and my father-in-law was charged over $4,000 MXN. Despite our clear refusal and confirmation from staff that the charges would be removed, they were not. Employees Marlon Ayvar Jaimes and Jose Cervantes Camacho knowingly misled us. This is unacceptable behavior and a breach of trust. I am a Hertz Gold Member and expected better. Avoid Hertz Mexico at all costs.
Two experiences with car rentals with Hertz in Mexico. In the first one, even hertz called me 3 times before my trip to confirm the reservation but arrived in Culiacan, Sinaloa to simply be told by the attendant at the Hertz desk that they did not have a car for us and forcing us to rent from another agency at double the price we had reserved. The second was being told that it was mandatory for me to purchase additional insurance that was not necessary, given that the rental agreement includes basic liability and my credit card covers property damage to the vehicle (CDL/LDL). Completely disreputable operation.
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