After having the worst customer service experience at Avis Kauai, I prepared myself for the worst. This is the 2nd leg of our Hawaii trip, Kaui then Maui. We took the tram from the airport, tram came after less than 2 minutes. Got dropped off at the rental terminal. Went inside the rental area but were told to head straight to the gold customer pick-up. No one was waiting at the rental area only 1 person in line on a Thursday 9/8/22 morning. Headed to car pick-up area, saw our name in the board that showed what row to pick-up our car and chose the car ourselves. Rental paperwork was given to us on our way out. Everything happened in less than 5-10minutes. Kudos to Hertz. They also e-mailed us a couple of times before our pick-up day to inform us about our rental and where to pick up. Drop off was super easy as well. We booked through priceline. read more

Dismally slow. 2 people working for a line of 50 folks. Ugh. I'll just walk to the hotel.

Something must be going on in Maui, as the last few times I was trying to rent a car on Maui (Last week Friday, as well as today), I was unable to secure a rental car from Avis. I always use Avis, as much as possible, as I've been using them for years. After renting cars 69 times in 2014, you would think that when I needed a car, Avis would automatically hook me up? Well, since I could not get a car from Avis..............I went with "plan B", and used Hertz rental car today. I'm glad I did, as I got a very reasonable rate, plus the nice people at Hertz upgraded my car for free (See Pic). I will be signing up to the Hertz Gold Club.........why not? It's always good to have other "options" if the company I like to use does not take care of their loyal customer. No complaints at all...........I was able to get my car quickly, got a very nice ride today, paid a reasonable rate, and when I returned the car, the check out process was quick too! A BIG "MAHALO" Hertz Rental Car on Maui! I will be back soon! read more

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Scammers!! Watch out for hertz! At least at this location. Rented a car here in January. Went to gas station before returning like I always do. Got receipt from them when I returned saying gas tank is full. Now got a letter in the mail and charge on credit card for almost $30 saying I was 4 gallons short. Bullshit. Employees probably went joyriding! Can't even get ahold of anybody to dispute it. I've read hertz was hurting but this in a new low. I fly to Maui 4-6 times a year and have never had a problem before. Won't be using hertz again. read more

The politeness of the one and only staff member working was the only positive thing about this reservation experience. I'm not sure why only one person was working at an airport location. There were 22ppl ahead of us waiting in line and only one worker. We chose to upgrade our vehicle and was told "we have plenty of vehicles in the upgraded category, just choose anyone you like". Well that couldn't have been further from the truth. The first vehicle we tried had a dead battery. The second vehicle we tried, also a dead battery. The third vehicle had puke down the side of it like they did it while the vehicle was driving. The fourth one seemed to be in an acceptable condition. It started and had no puke down the side of it, although there were scratches all down the sides and stains all over the seats. Also, the air conditioning vents in the back had to be propped open with a piece of paper because any air speed above the lowest setting would automatically close them. They can't possibly be checking, cleaning and maintaining the vehicles properly if they're that bad. I've never been so disappointed in a rental company. read more

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The first time we rented a car with Hertz years ago when we went to Hawaii, on the last day on the island, my husband scraped the car against the sidewalk of the hotel by accident....that ended up being an $800 charge since he didn't get the insurance. Fast forward 3 years later and we went through Hertz again and this time, got the insurance, drove it on a crater, around the island and on a dirt road and no problem. We got a 2010 Camry, which was really great on gas and really nice and smooth. We returned it with no problem and the sign out process was very fast and easy. We were able to catch our flight in 30 minutes...no complaints here. Hertz, you've regained our loyalty. read more

Racist tellers. This happened at Hertz OGG (Kahului airport) location, May 10th, 2020, at 3:30PM. I kid you not. We went there for the 3rd time in 2 months to switch out our rental. We needed a car for 3 months, but for some reason renting long-term is way more expensive than 4 weeks at a time. But this time they refused to give us the car. They said they're using governor's orders to use their discretion to deny is our rental. We had already prepaid, but they said we should ask for a refund from someone later. We went and asked to keep our car that we had just returned. They said they can't do that and sent us back to the office to beg. When we got to the office it was clear that someone had called and told them that they should rent to us. So what happened was that the teller saw that we were white / Caucasian; assumed that we shouldn't be on the island during covid19, and just decided to fuck with us by not giving us our car. And it took another coworker calling them and convincing them to have them do the right thing. We looked up the governor's orders; which state that rental companies may refuse to give cars to travelers who should be in quarantine. This doesn't apply to us. We've been in Hawaii for months. We told this to the teller. He wouldn't listen. Took some back-and-forth before we got out of there. Can you imagine how infuriating this was. We were lucky to get a car that day. I didn't get the name of the racist teller. He was probably in his 40/50s, chubby, fingernails cut too short. This is a nit, but their service is horrible in general, too: The first time went there to pick up our rental, they wouldn't give us without us giving them name of the hotel we were staying at. I told them it's the "Aston at Maui in Kihei". That's what I remembered. They told told me that doesn't exist and they can't rent to us without a proper hotel name. I look up the reservation. It was "Aston at Maui Banyan, Kihei". Typing "Aston at" in Google gives the full name of the hotel and address. I've used Hertz for a decade now; and I'm used to much-much-much better service. This location is just bad. Go anywhere else. read more

Landed on Maui to find torrential rain. Found the shuttle to Hertz office. Upon arrival saw three lines. Hertz Gold Club, 10 peple in line. General Public, 25 people. Pleasant Holidays, 0. Having booked with AAA/Pleasant Holidays I walked right up. I knew I was in for a mini van and have been dreading it. The kind a mom drops off the kids to Soccer in. No! I decided to put on my best Hawaiian charm approaching the counter. Keeping in mind, I'm soaking wet and have had a super shitty flight. "Aloha" I said with a big smile. The lady agent was nice and could tell I had a brutal travel day. "What's cha got for me?" "Nissan Quest Mini van Mr. V." "How'z about a upgrade, what's cha got?" "Chevrolet Tahoe, extra $50.00 per day, so $250.00" "Ouch, anything else?" "How'z about a Porsche?" "Ani't no Porsche gonna fit us five plus luggage" "2018 Porsche Cayenne Brotha" "If Chevrolet Tahoe is $250.00, how much is the Porsche?" "Only $25.00 a day more, $125.00" "Give me those keys" Truth be told It barely fit all our bags. The unlucky three in the back were pretty smooshed shoulder to shoulder. Over the course of the week I think maybe one brief time, and just a little bit, I feel bad for them. Let's drive! read more

Hertz - AAA set me up with a mini van. I wasn't having it. - Car Rental Near Me - Kahului, Hawaii

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Terrible, terrible, terrible. Returned car in Maui, HI to the OGG Airport location at 101 Kahului Airport Rd, Kahului, HI 96732 with FULL tank of gas but got a letter (no tel # or return address) that we had been charged an additional $23.47 for 3.22 gallons for not returning car with full tank (this delayed charge from Hertz equates to an additional 100 miles or so that we did NOT drive on the island). Called Hertz and spoke to a useless customer service rep, Cepten, who could not help but just repeated the party line (sorry for the inconvenience, send them an email etc). He told me that this charge was assessed and imposed on our account later, AFTER Hertz was actually done processing our returned car with the full tank of gas we put into it - so Hertz went back into our account later to impose this additional charge. What is going on here? Fraud?? Hertz makes it extremely difficult to resolve any issues you may have, so am warning would be customers against this company. Choose a competitor instead. read more

Extremely inefficient. Feels like the department of motor vehicles with how slow they were. They were at least friendly when we got to the front of the line. Once we checked in, the actual process of picking the car & driving away was quick. read more

We are Hertz gold members and you wouldn't know it from the service we received. We asked for a Mustang on our trip and we were instead given a Camaro. FYI most Mustang people are not Camaro people. We asked if they had anything else because our bags wouldn't fit in the itty bitty Camaro trunk (another reason we didn't want it). They said nope unless we were willing to pay for an upgrade and extra day. Not only could they find no solution the lady that "helped" us was not nice or apologetic, it seemed like she couldn't care less. I know I won't stay a Hertz customer if this is the kind of customer service that can be expected. Lastly the car was not in good shape and dirty so really not a great experience. read more

I rent Hertz all over the Country and have never felt like such a burden. Gold member. They kiosk guy for check in was grumpy and they lot people were all angry. It's not that tough to smile and have cars ready. They knew we were coming. Compact, full size, luxury, suv all full of cars had to wait 20 minutes for Medium. read more

Always great customer service and very helpful. Clean cars and issues are addressed quickly. read more

We made reservations for a car rental online. The woman that "helped us" was not the most friendly person. Since the reservation was under my name she wanted to run my credit card. My husband wanted to put it on his card. She told us no. I asked if she could just put his name down as the driver and she made it sound like it was impossible. I asked her to please try. She begrudgingly attempted to do so. It turns out that she was able to do that! She took his card and handed it back saying that the address didn't match the address on his license. (His card is through his business address). Instead of asking any follow up questions, she bluntly told us that she can't rent us a car. What?! There wasn't a soul on this place. She told us we need to cancel the reservation online. She couldn't do that for us even though she wouldn't rent us the car. She smiled finally when she got to tell us that. I was unable to speak to anyone on the phone when I called Hertz main number. It gives you the option to speak to the local Hertz location which of course no one answered. I was charged $35 for a no show fee because of this employee. On the upside, we walked around the corner to Alamo and they rented us a van in less than 10 minutes. Very friendly and helpful staff. Hertz must be doing great if they can afford to blow off customers. Hertz should probably brush up on customer service training. The person attending to us had zero problem solving or critical thinking skills. I would have felt better if she would have asked her manager for some help. She didn't think to do that. read more

The woman at the desk didn't add my husband as a driver even if I asked her. She said that he could drive without it and the woman at the gate said that he couldn't drive. Fortunately we could pay for it at the gate and the other woman said that we hadn't been well taken care of. Also she had music on and didn't understand the names information well. read more

Worst place ever in my 62 years Lazy, slow, no motivation at all. Don't care about the traveling person at all. Basically said they can't get people to come to work. Wasted 2 hours of my vacation and got a cab. Run from this place!! read more

What a nightmare. Made a reservation three months ago. Waited in line to check in only to be told it would be at least two hours before any cars were ready. There are about 400 people in the garage waiting for cars. They yell out your name when the car is ready. Just spoke to a woman who has been waiting for three hours. When I asked the manager about it she said I was free to rent from another company but that there was nothing they could do about the wait. And if we didn't stand around in the humid dirty garage we would miss when they called our name. read more

Watch out this place is a running like a scam. When you rent your car, they add on a whole bunch of insurance, damage waivers, roadside assistance etc. These additional fees ended up being more expensive than the daily car rental itself, but they don't even tell you about it! When I left the facility I called Hertz to have it removed and they said the only way is to back to the airport, return the car and cancel the contract and start a new rental. Also the direct line to the rental booth at the airport is conveniently disconnected. Sad to think about how many other people got scammed like me. I just hope people are reading this review and don't make the mistake of renting from Hertz. read more

Hertz makes problems with their cars problems for their customers to fix. We rented a minivan in Maui at the airport. 2 days before we depart, the car will not start. We ran into multiple issues that required my husband and I to spend 6 hours of our vacation time dealing with the situation. 1) Long call wait times - I call AAA which I have a personal membership to on my phone, while my husband who the rental is under calls Hertz emergency roadside assistance on his phone. AAA takes an hour to get to us, tries to jump the battery many times, but the car just won't stay on. AAA thinks it's an alternator issue. They leave, and we begin to walk back to the hotel which is thankfully only 2 blocks away. My husband is on hold for Hertz this whole time...1 hour 21 minutes later, we finally reach a Hertz agent. Thank god we weren't in a dangerous location. 2) Inconsistent/Unhelpful Roadside Assistance - We called Hertz emergency roadside assistance twice. The first time was when the issue happened. After waiting on hold for 1 hour and 21 minutes, the agent isn't able to do much for us other than log a case requesting a tow and for a replacement car to be brought to us. The local Hertz office is not answering the phone for her to do more. She can't tell us if/how we will get a replacement vehicle or when/who will get back to us. The 2nd time I talk to Hertz Roadside is the following day when I speak to a regular agent as well as a supervisor to follow up on the case since we hadn't heard back from Hertz yet and are unable to reach the local Hertz office via phone. Roadside Assistance only offers us the ability to ride in the tow truck back to the airport to talk to the local Hertz desk (45 minute drive one way). They will not send a replacement vehicle to us (though had indicated this was possible the night before) because we are too far away. They initially offer a Lyft ride to the airport, rescind it because there are no Lyfts there, and only when my husband presses the issue again with the supervisor do they indicate they will reimburse an Uber ride so we don't have to wait for the tow truck to arrive and hook up the car. The local Hertz desk did honor this and provided a $100 credit - far less than what we lost in time on other things like the resort and cabana. 3) Poor customer service/call support - Aside from the above issues, I had trouble escalating the issue to understand if the only way for Hertz to honor what we were paying them for was for us to spend hours going back/forth from the airport ourselves...the supervisor said there was no one else to escalate to after talking to her. At one point, they asked us to wait with the car for the tow truck which I declined forcefully as I didn't understand why we needed to waste more of our vacation time to babysit their broken down car when the keys were in the car and the doors unlocked. We also wasted time trying to reach the local Hertz office after calling the number they gave us and found online via Google because the IVR system just kept looping back to the original menu when we selected the option to talk to the local desk or hanging up. We called 8 times on 2 phones. Local desk had no idea this was happening. Quite frustrating to be spending $ on a hotel room and beach cabana only to not be able to use them because you have to spend hours with Hertz resolving their car issue. Yes, I will be seeking financial restitution. So much for a de-stressing vacation. read more

So bad. I've cancelled my Hertz account (with their apparently worthless "President's Circle" status) entirely based on my experience at the OGG location with their manager Violet, amongst other colleagues. I was a President'a Circle member of Hertz and I travel about 75% of the time for work - dealing with many, many, car rental companies, hotels, airlines, etc, and this was the #1 worst "customer service" experience I've had with any travel-related company. They way the colleagues, but mostly Violet, treated me was enough to make me cry after spending an hour there being ping-ponged around between different colleagues - was enough to go out of my way to cancel this worthless account and find who I need to find within their corporate office who can make a difference. I have, of course, also told everyone I know not to work with Hertz and will be reviewing this location on every public forum I can find. read more

You would think they r renting parking spaces with how many cars they have in the lot. Absolute shit show. Should have just walked to the hotel. read more

HERTZ MAUI AIRPORT LOCATION: First, I get to the non gold rewards location (off the tram) and the location was closed. So now where do I go? I went over to the gold rewards rental car shop and I waited for an hour & 10 min to get my car?! The line was crazy long. There were 2 staff members working here.... My family friends went to Alamo & got their car reservation in 5 min. They ended up taking off without me bc they saw Hertz line & said forget it.. we aren't waiting. Car still has bit of trash left In it... ONLY positive is that the car is crazy clean. Reasoning for my second star. I was shocked. Car looked really nice. Other than that, horrible service!!! read more

Avoid this place: Dishonest and bad customer service. This lady in the pic (blonde hair) is apparently upset by failure to hard sell us into an upgraded. then she tried to charge us a car seat which were suppose to be included in my booking as AAA member. She also charged us extra insurance without informing us any details. She just quickly stuff the contract into the folded catalogue and hurry our way out, didn't even tell us where to get our car. Her way of doing business is dishonest and trying to steal from us. Even if Hertz support their rep to sneak these charges into their customers bill to make profit, I'm telling you this is totally a stupid way of doing business, reputation worth more than you know. I will try to contact AAA to file a complaint about their proud "partner , it also make AAA looks bad too. I would advise anyone using Hertz at this location to triple check your contract before leaving the counter, as others mentioned the wait in line is crazy. Thank goodness my guts tell me something is not right and I check the contract in detail before step my foot outside and I got another very nice representative Robin to help me corrects it. Thank you! read more

Hertz - The text on her name tag is relatively small compared to other rep - Car Rental Near Me - Kahului, Hawaii

I WOULD PUT A ZERO IF I COULD! Horrible service waited outside for an hour after my flight for a rental car I already registered for months in advance. only one worker poor customer service and they only wanted to get help if there were gold members. after waiting 45 min a gold member came and they waited on them. WILL Never rent a car with this company again. put a damper on my vacation for sure read more

I regret not getting the name of the lady who helped my friend and I with our car rental. Based on our flight out of OGG , she was able to change the time of the return so that we would save 50-60 bucks in all. We SO appreciated the changes to the itinerary that she made , as we were trying to do a low cost trip here in Maui. I would 100% rent with HERTZ again. The fact that she went out of her way to give us the best price she could has my friend and I willingly to go out of our way to rent with hertz as much we can when we travel. Repeat customers in us read more

First experience with Hertz. A very bad experience. I booked my reservation 6 weeks in advance through my company at a discounted rate. I got a confirmation email saying that I was good to go. I recieved a phone call this morning from Hertz saying that they cancelled my reservation. When I called back they said they don't know why my reservation was cancellled and told me that I had to call the location directly to find out why? I did just that and spoke to the manager. He said that they don't cancel peoples reservation and that I would have to call customer service. Horrible experience. No one is taking responsibility and no knows why they cancelled my reservation. My trip is this weekend and now I have to look for another rental. Most car rentals are fully booked. I'm extremely upset! I think I know why they cancelled it. They are short on car rentals and realized that they could be charging more and getting more money. Never again woukd I bring my business to Hertz rental car or refer them to my family or friends. You better believe I will talk to my company about this and have my company go through a different car rental. read more

Wow! What a freaking circus, this has been most pathetic attempt at customer service I've ever experienced in my life. We waited for 3 hours for a car only to be given one with wet seats. Then once we brought this to their attention, we were told that we would have to wait another 30 minutes for another car. Then when my mother n law complained, she was given a handful of candy. Are you freaking kidding me? Whoever is managing this should be ashamed and sent to a Training program for efficiency. STAY AWAY! Literally go anywhere else. read more

So I signed up for the hertz loyalty program and booked my reservation on the AAA site (it was the best rate I got after comparing on other travel sites). I'm so glad I did it this way because check in was s breeze! I received an alert upon my arrival as to my car stall number. Keys were in the car and all I had to do was provide my drivers license at the kiosk as I exited. Return was just as easy. The drop off point is next to the shuttle stop - so no need to lug my bags very far. Shuttle came lickety split. Very convenient all in all! read more

Hertz - Bus was pretty quick - Car Rental Near Me - Kahului, Hawaii

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This team does not care about customer service. They prefer to frustrate platinum members. They are Very good at that today!! I'm supposed to pick our my car and go. I pay double for that!! And today, that's the opposite of what they did! read more

Wow, this may be my best experience renting a car! Maybe we were so caught up in the beauty of Hawaii, but our experience at Hertz Rent A Car was A++++. When we arrived there was NO LINE (insert chorus of singing angels). My husband and I approached the front desk with our confirmation number and the desk attendant informed us that since we were "Gold Status" that our car was waiting for us in the parking lot. Had we known, we didn't even need to step inside the building. Apparently our name was on a board with the parking lot number for our car. Does picking up a rental car get any easier than this? No lines and no insisting that we don't need the extra insurance?!?! Best of all, the make and model of the car we ordered was exactly what we received? Returning the car was almost as easy. After a quick glance of the car we were on our way. The shuttle driver lifted our ridiculously heavy suitcases onto the shuttle and we were on our way to the airport. Renting a car does not get any more simple. Next time we visit Maui we are 100% using Hertz Rent A Car. read more

After a five-hour flight, my husband and I waited about 45 minutes to get our rental car. There were two employees working and people who had arrived in Maui were not happy because of the long wait. The reason for my extra star is for the employee who provided my husband a list of good places we can eat in Maui. read more

I had the absolute worst experience with this business. I had booked a rental car 2 months in advance and not only did I have to wait 2 hours in line to get checked in. I also had to wait 2.5 hours in the parking garage just to get my car because they over booked rentals and delivered them to guests with no gas in them. Unless you want to start your vacation off sitting on the floor of a parking garage for hours on end, and end it with random miscellaneous charges to your card, I don't ever recommend giving Hertz your business! read more

Horrible experience at the Maui airport waiting for a car. three hours for car wasted a half a day at the airport When we could've been at a resort, I want compensation extremely unorganized. read more

They delete the ones they don't like They suck!! I did not smoke in the car and they are charging me! They just add on money and don't care!! Do not use them! Never ever ever!! I have call 3 times written emails and they just keep telling me that they are reviewing it!! Wtf!! They have 300.00 of my money and don't care!! I will post every week until they resolve this! Will keep you updated if they give me my money back!! If I smoked in the car I would let this go but no one smoked in the car They also delete all the postings they don't like read more

Next trip we went thru Hotwire.com - which ever up being Dollar.. no issues at all and saved $$$

The company advertised that the cars were cleaned and sanitized well for covid. When we got into the car we noticed there was trash in the middle compartment between the driver and passenger seat. we thought nothing of it as it was just a little trash so we wiped it up and threw it away. Further into the drive we pulled down the middle seat in the back to look at the cup holders, there was sand and little water droplets still in the cup holders. When we parked to clean it up we opened the doors and noticed that the doors were also not cleaned very well and that the middle part had multiple sand particles. as we took a closer look we also noticed multiple mud stains inside and outside of the car. Obviously, the car was not sanitized and cleaned very well. We paid money for this car that we will be using for the next 4 days and i am very disappointed and disgusted. read more

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Awful, they gave us a car with a battery that died during our trip. We had to waste 4 hours of our vacation time to get a jumpstart and exchange our car rental. Even then they expected us to return the car with a full tank. We told them we couldn't put gas because we can't turn off the car and they still expected us to return the car with a full tank of gas. So after putting in gas was had to wait for ANOTHER jumpstart. It was ridiculous. Never renting from Hetrz in general AWFUL read more

My husband and I lost our rental reservation when we booked through Expedia. Stranded without a car, we walked to Hertz at KOA Airport (on the Big Island HI) in hopes to find anything left available to rent for our honeymoon. We were greeted by Meri-Lee at the counter, who was patient, helpful, and empathetic to our situation. She found us a vehicle and even helped us get our USAA discount. We are so grateful for her fantastic customer service and we hope she gets recognized for this review!! read more

Most of the bad reviews here were from summer travelers; I assume it's extra busy and that made the difference in wait times and tempers. We had a great experience renting from Hertz. It was arranged and prepaid a month ahead of time and we got exactly what we had ordered. The staff were friendly and professional. The car was clean and waiting in its stall, and there was no long wait to exit the lot. My only irritation was the line system, as others have noted: three lines - one for "general," one for Pleasant Holidays reservations (that was us), and one for Gold Members. The five active clerks at the windows consistently called for Gold Members before us, even though we were waiting and they had just walked up. It didn't cost us too much time, but I could imagine a scenario in which 20-30 people walk up and are taken before you. So if you travel to Maui in the summer or the busy Christmas week, maybe look into their Gold Membership? read more

AUWE no ho'i and SHAME on you Hertz Rent A Car! One Star for your poor quality cars and horrible service. My experience included taking almost an hour to get my rental car and getting a car that smelled like fresh marijuana / drugs! I was super excited to have received a corporate discount rate for my car rental in Maui. I got to the front desk queue and there were only two other customers in front of me in line. With about 6-7 desk agents, I thought I would be in and out in no time. WRONG! It took 25 minutes until I got to the counter, then another 35 more minutes until I actually was driving off the lot in my car rental. My service agent was Jack. He certainly had an island mentality when getting a car for me. SLOW! While filling out my paperwork, he asked if I needed insurance on my car. I told him that I didn't need insurance because I was already covered. He then asked me a SECOND time. I gave a response that I didn't need it. Then, he asked me a THIRD time. I gave a response. How many times do you need to ask before you get then answer you need? Then, the conversation went over to "upgrades". Expected. He asked if I wanted an upgrade, and I responded by saying I didn't want one. Then he asked a SECOND time if I wanted an upgrade. [Do you see a trend here??!!] Then, the conversation went over t "filling gas". He asked if I wanted to prepay gas. I told him that I would fill gas before bringing it back. He asked a SECOND time if I wanted to buy pre-paid gas.... [Notice the trend?!?!!] I finally escaped this madness after spending about 35 minutes with Jack.... The highlight of my experience here was when I got into my car which was squeaky clean because it was just returned and washed!!! I got into my car rental and the car had a *FRESH* smell of marijuana. Either the last customer who just returned the car had one last hurrah (pot smoke session) before boarding the plane or the Hertz car washers were having fun while sending the car through the car wash machine. The car was STNIK. [Sorry - I don't smoke, so I don't appreciate the smell of fresh drugs in my car rental]. I was too uspet with my experience with Jack, that I didn't want to go back in to complain and get another car. Note to Hertz management: Your employees should have enough common sense to know that if a car smells like marijuana / drugs, you shouldn't send it out until the smells can be taken out. read more