Terrible Return Experience
I recently rented a Chevy Tahoe from Hertz (Independence, MO) for a family vacation, and while the vehicle itself was great, the overall experience turned into a frustrating ordeal that is still not resolved. The pickup process was smooth, and I want to specifically recognize Daleaha, who was incredibly kind, personable, and helpful—easily the best interaction I’ve had at this location. The Tahoe performed well and was perfect for our trip.
The problems began when we returned the vehicle on 5/26/2026. Due to a busy office and what seemed like a system issue, the manager, Sean, was the only person assisting customers. We waited about 30–45 minutes, which we understood given the circumstances. Sean eventually checked in our vehicle, confirmed everything looked good, and told us we were all set. We declined a printed receipt and were told one would be emailed.
A few days later, I noticed ongoing daily charges on my card and saw that my deposit had not been released. I then received a message stating the vehicle had not been returned. From there, I spent days trying to resolve the issue through both corporate and the local branch. Corporate representatives submitted multiple requests to the location, but no resolution occurred, and I never received the promised follow-up emails.
When I finally reached the local office, I again spoke with Daleaha, who was understanding, compassionate, and truly tried to help. She explained that only Sean could properly close out the rental—and that he was on vacation until 6/9/2026. She escalated my concerns and forwarded everything, including my contact information, to the area manager, Andrew Arena, with the expectation that he would follow up directly. Unfortunately, I never received any communication from him.
Even more concerning, I was told the vehicle had already been re-rented to someone else while still being marked as unreturned under my name.
I spoke with Mike today, 6/5/2026, at the same location, and unfortunately, that interaction made things worse. He was dismissive, interrupted me, and showed little interest in resolving the issue. He insisted I would have to wait for Sean to return and ended the call without offering any real help. This lack of accountability and empathy was extremely frustrating after I had already spent so much time trying to fix a mistake that wasn’t mine.
I continued working with Hertz corporate and eventually spoke with Adriana, who was the first person to take clear action by submitting another close-out request and filing formal complaints.
While I truly appreciate Daleaha’s professionalism and kindness, the overall experience has been unacceptable. A simple return turned into days of follow-ups, incorrect charges, and poor communication at multiple levels—including a lack of response from management. I will not be renting from Hertz again—I would rather pay more for a company with reliable systems and consistent customer service.
As of now, this has not been resolved and I have been given a timeline of 72 hours.