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Man Rents A Jeep Wrangler Through Hertz. Then He’s In Shock When He Sees What They Gave Him: 'That's Why Turo Is The Best'

"Enterprise does it to me all the time. They all do it."

Man rents a jeep wrangler through Hertz. Then he’s in shock when he sees what they gave him

Photo by: Rosenke & embraeric & Luca Merz

Alexandra Samuels

By: Alexandra Samuels

Mar 21, at 11:00am ET

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A man says Hertz gave him quite a surprise after he booked a Jeep Wrangler to rent.

In the video, user @embraeric, who posts travel content, says he typically avoids renting from Hertz, calling it one of the “worst” places to book a car. This time, he says he reserved a Jeep Wrangler that was “booked and guaranteed.”

But when he arrived to pick up the vehicle, he says he found something else entirely waiting for him.

Instead of a Wrangler, @embraeric says he was handed the keys to a GMC Savana cargo van.

“This is my rental car today, and this is why I don’t rent with Hertz,” @embraeric says in the clip. He then jokes about the situation, adding, “It’s just me, and I’m here for a couple of hours, so off to church we go.” As of this writing, the video has drawn more than 146,700 views.

Can You Choose Which Car You Rent With Hertz?

Though Hertz advertises that “the choice is yours” when it comes to rentals, its website also notes that “not all vehicles are available for rent at every location.”

In practice, that means you’re usually not guaranteed a specific car when you book. Instead, you’re reserving within a category or collection, such as the “Adrenaline Collection,” which features models like a Chevy Camaro SS or Ford Mustang GT Premium, or “Dream Cars,” which can include brands like Porsche or Mercedes-Benz AMG. You can also book by size, like compact, midsize, or standard SUV.

The exact make and model often depends on what’s available when you arrive.

Hertz also offers what it calls a “Manager’s Special” for customers who are more flexible about the type of vehicle they drive. With that option, renters are guaranteed an economy car or a larger vehicle, sometimes even a pickup truck, at a rate comparable to an economy vehicle. The exact car still depends on what’s available at the time, but it can be a good option for drivers who don’t have a specific model in mind.

Hertz does have a few options that give travelers a little more say, but even with that, you’re not guaranteed to get the exact car you picked. If your car isn’t there, you’ll likely be offered something similar—or whatever happens to be on the lot. That’s how you end up in situations like the one in the video.

If you need extra space, the good news is that Hertz does rent cargo vans, including models like the one shown in @embraeric’s TikTok. They’re typically used for moving or hauling larger items and are available at many locations.

In the end, booking a rental car is less about picking a specific vehicle and more about choosing a category and hoping the options on the lot match what you expected.

Viewers Share Rental Car Horror Stories

It turns out @embraeric isn’t alone. In the comments, other users said they’ve had similar issues with Hertz and used the video to share their own experiences.

“I ordered a 15 [passenger] van. They said they didn’t have it but offered 2 mini vans, but no additional driver,” one commenter wrote.

Some viewers said the problem isn’t limited to Hertz.

“Enterprise does it to me all the time. They all do it,” another person wrote. “I don’t know if you’ve ever seen the Seinfeld episode with the rental cars. But a reservation does not guarantee you a damn thing.”

“Only used Hertz a couple times, no real issue,” one user added. “Budget, on the other hand, never again… dumpster fire. Alamo is my favorite by far.”

Others said they’ve had the opposite experience, booking one type of car and getting upgraded instead.

“I booked a Kia Soul once, and they gave me a Mercedes SUV instead,” one man wrote.

“I rented a subcompact car through Budget, and they gave me a brand new GMC Sierra,” another commenter said. “It was sooo nice.”

Some people also weighed in with their go-to rental companies, with a few defending Hertz despite the complaints.

“National/Enterprise always the GOAT,” one person wrote.

“That’s why Turo is the best,” another added. “Guaranteed to get what I want.”

What do you think?

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“Never had a problem with Hertz,” a third commenter wrote. “Enterprise never has the right car.”

Motor1 has reached out to @embraeric via a direct message on TikTok and to Hertz via email. We will update this story if either responds.

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