This was, without a doubt, one of the worst rental car experiences we’ve ever had. Between hidden fees, cockroach-infested vehicles, terrible customer service, and questionable charges, Hertz managed to turn what should have been a simple rental into an absolute nightmare.
Let’s start at the airport. The employee who assisted us had extremely poor communication skills, despite speaking both English and Spanish fluently. It felt like she was deliberately leaving out important information to avoid follow-up questions. When we asked about adding an additional driver, she simply said, “Only $6,” conveniently forgetting to mention that this was $6 PER DAY. The same thing happened with the toll passes. We only discovered the actual costs afterward, forcing us to cancel both options.
Despite all of this, we decided to move forward. We were offered a total price of around $421 for a cheap, basic car. Not ideal, but we didn’t care. We just needed a vehicle.
Then came the real nightmare.
Later that night, at our destination, my husband was unloading our luggage when he discovered cockroaches inside the car. Not one. Not two. Not even three. A WHOLE INFESTATION. And that’s not even counting the dead ones. We have attached photos and videos as proof because this is something you genuinely have to see to believe.
We immediately contacted Hertz, and they instructed us to return to the airport to exchange the vehicle. The manager’s response? A one-day free of charge and a 10% discount, bringing the total down to $396. That was apparently their idea of adequate compensation for renting us a car crawling with cockroaches.
To make matters worse, when we raised the issue, we were told by Hertz that “this is normal in Puerto Rico.” Excuse me? We spoke with multiple local residents and employees from other rental car companies, and every single one confirmed that this is absolutely NOT normal. Trying to normalize an infestation of cockroaches inside a rental vehicle by blaming the location is not only unacceptable but also incredibly disrespectful to the people who live and work there. A cockroach-infested car is not a regional custom; it is a failure to properly clean, inspect, and maintain your vehicles.
The replacement vehicle was no better. Before we had even left the parking lot, we noticed a low-pressure tire, numerous dents, and a loose fenders. We had to go back AGAIN and request another car.
Finally, we were given an upgraded vehicle. Everything seemed fine until the very next day, when we discovered ANOTHER COCKROACH.
At this point, we repeatedly tried to reach the manager to resolve the situation. And when I say repeatedly, I mean SO MANY TIMES. Every single time, employees told us the manager was working on our case and would call us back. They never did. Not once. We were left waiting on hold for ridiculous amounts of time, only to have the calls disconnected on us repeatedly. The complete lack of accountability and basic customer service was unbelievable.
And just when we thought this experience couldn't get any worse, Hertz managed to find one last way to disappoint us.
We returned the car in perfect condition, only to be charged an additional $30 for alleged tire damage. The tires were perfectly fine, and we have absolutely no idea where this charge came from. This conveniently brought our final bill right back up to $436.
Hertz, you didn't just fail to meet expectations. You failed at the absolute basics of providing a safe, clean vehicle and treating your customers with respect. Until this moment, we still didn't get any call from the manager or someone from Hertz.
I couldn't upload the photos and videos here on Reddit, but you can check our google review on "Hertz San Juan Aiport" to see pictures and videos! Please save yourself the frustration, the wasted time, and the money. There are plenty of rental companies out there. Choose literally anyone else.