Confusing Hertz Rental Experience at JFK Airport

A travel journalist recently rented a 2025 Kia Soul from Hertz at JFK International Airport, experiencing a smooth drive but a confusing rental process. Upon arrival, the journalist faced unclear instructions regarding toll payments for the Bronx-Whitestone Bridge. The Hertz representative provided two options: paying Hertz a fee plus the toll or using a credit card at the bridge. However, the bridge was cashless, and there were no toll collectors present, leading to frustration. Additionally, the return process was complicated by contradictory signage. One sign instructed renters to leave their rental folder and keys at a hotel front desk, despite no hotels being nearby. Another sign indicated that keys should only be placed in a designated box, creating further confusion. The lack of Hertz personnel due to a holiday exacerbated the situation, leaving renters without assistance. The journalist also encountered a sign at the Danbury facility stating that charges would continue to accrue for returns after business hours, despite having booked the rental online with a final charge agreed upon. This lack of clarity regarding additional fees for after-hours returns was not communicated during the booking process. In response to the confusion, a Hertz representative acknowledged the issues with signage and stated that updates would be made to ensure clarity and consistency with their return policies. This experience highlights the need for improved communication and clearer instructions for renters at airport locations.