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| - I just had the worst experience EVER at the Hertz Rent A Car at McCarran airport. I reserved a car a day before online and picked it up with no issues. My family took a day trip to Death Valley. It was when I returned the car that the problems started. I pulled into the rental return lane and an employee came over to inspect the car. He stated that there would be a $100 cleaning fee since the tires and wheel well were dirty. He claimed that this was because I had taken the vehicle offroading. I informed him that I had not gone offroading or taken the car on any non-paved roads. I inspected the tires and half of each tire had dirt on them and yes, I could see that there was some mud on the wheel well. There was no dust on the rims or rest of the wheels nor was there body of the car dirty or dusty. What probably happened was I drove through a puddle of water going through a parking lot. That would explain only half the wheel being dirty. Believe me, I have been offroading before and the entire car and rims gets dusty. This was not the case here. If Hertz wants to challenge my claim that I went offroading, I can provide the exact route I took during my trip and it should be accurate down to a few miles. Or if they have some GPS in the car, they should be able to validate my route that way.
The employee said if I wanted to dispute the charge I needed to talk to the manager, Ken Lane. I found Ken and explained to him the situation. Ken said I could pay the $100 fee or clean it myself. First why are they charging a $100 fee. How much is a car wash these days anyway? Most places are under $10 but I'll say $25 which is probably on the high side. Not sure what the other $75 is for?? Well, I sure as hell am not going to pay the $100 fee so I went to the bathroom to get some paper towels and water and cleaned the dirt off the wheel wells and tires myself. After cleaning the tires and wheel well, I went looking for the manager. I only found one employee in the rental car return area and asked him where the manager was. He stated that the manager was in the office. I asked him if he could call him over on his phone or walkie talkie. He said he couldn't since he was the only one in that area and he was "busy". Ok whatever you lazy ass. I walked over to the rental counter and asked for the manager Ken. Ken saw me but said he had something to do and would be right out. Another employee saw me and said I was "good" and Ken had told him to take the $100 cleaning fee off already. Since I was already there I told him I would rather Ken check out the car. Ken came out again and said the $100 cleaning fee had been removed. I asked him if he was sure and if he wanted to check out the car. He said I was "good to go" so I gave them the key back and left.
I thought it was over but later on when I got home I got a voicemail from Ken stating that they had looked the car over again and decided it wasn't clean enough and had re-assessed the $100 cleaning fee. Give me a break! That's why I went back to the rental counter to have Ken the "mud manager" check out the car to make sure it was clean enough for him. If his lazy ass had gone out there to look then he could have told me right then that there was a problem. Personally, I thought I did a sufficient job cleaning the mud and dirt off and it looked just about as good as any other car coming in now. If they want me to leave it spotless, that is unreasonable to expect and I refuse to do that. I tried to call Ken back at the number listed 702-262-7700 ext. 9 to talk to a representative but it goes straight to voicemail. Great, your location is open 24/7 but there is no way to speak to a live person there. That's pretty piss poor customer service and extremely unhelpful and inconvenient.
Hertz, please do yourselves a favor and get yourselves a better manager for your McCarran airport location. Ken is incompetent and his customer service skills leave much to be desired. This is the last time I will be renting from this location and will go out of my way to encourage my friends and family to do the same. I will also make sure to post my experience multiple places so this crook they have for a manager can be exposed for the scammer he is. Yelpers you have been warned - for your own sake please use Budget, Avis, or any other company but NOT Hertz.
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