Hertz 24/7® Mobility 4+

I thought I was issue but clearly it appears that the new app is a total fail. Almost two hours trying to book a van and still unable to do so. Called customers service three times and no one was able to resolve the issue and I was given three different reasons as the reasons for being unable to make a booking. The first operator said that it was an internal issue, the second mentioned that they cannot do bookings through the phone anymore but once I explained that I was unable to do so through the app they said that in this case they can, and the third operator said that the IT team was looking into the matter and to retry in 30 minutes. Is this a joke Hertz? Like why do we pay the membership and why there is no back up solution in these cases, if you cannot provide the service we signed up to? Awful experience. My two years old couldn’t have lunch and my oldest daughter had to be collected from school from a kind parent. And on top of everything I am left stranded at IKEA with 2 beds and lots of other things that I have no idea how I’m going to take home or what to do. Really negative experience and no sort of customer care service provided. An apology and that’s that. Shocking to say the least.

I’ve used the old hertz app a few times over the last couple years. Always been good and fairly reliable. Won’t be using it again after using the new app for the first time today. I booked a few days ago, had a text yesterday informing me the booking had been canceled. I called customer support and was informed the booking was still active and to arrive for pickup as planned. I did so, I was unable to access the van due to a ‘weak internet connection’ in a carpark where there had never been good internet. I noticed the other hertz van which had been booked was also still there so I assume they had the same problem. I called customer support and waited for 10-15mins with no answer. Hung up and drove to a different company to rent a van for the day. My partner called customer services and was informed they could start the van remotely for us but we’d already left, we were issued a full refund. I wish I’d listened to all the bad reviews of the new app before booking and won’t be using the service again! We booked for 2 hours and had used nearly 35mins trying to access the van!

Having used Hertz24/7 for a few years now, this app is a huge downgrade from a user perspective. The new image requirements when collecting and returning a vehicle are borderline unsafe considering where the vans are usually parked - I had to stand in the middle
of the road in a busy car park to capture the requested angles in full, only to find that the app then needed a further validation process (a bizarre AI driven check which involved me winking into the camera to prove my ID!?) before it’d give me the virtual key to access the van. I eventually got on my way, and having loaded the van at home got back in to find that the app couldn’t connect to the vehicle. This meant I was unable to start the van (or do anything frankly, including locking/unlocking). Eventually after a number of refresh attempts, it caught up and let me start only to do the same thing again next time I stopped.

I’ve always loved this service, and been happy to pay a premium for the convenience. After today, sadly I won’t be renewing my subscription and will move to more traditional van hire.

If you plan to use the service, allow plenty of time for setup and validation before you can get on your way!