Hertz Car Rental

I made a prepaid reservation for a minivan. The day before pickup, I called to ask about features specifically whether the van had entertainment options or screens for my kids to watch movies. I called from my work phone and mentioned that I had a reservation for a minivan. Before I could even provide my name, the representative immediately interrupted and said they didn’t have any minivans on the lot and wouldn’t have any returning the next day. I was confused because I hadn’t even given my name yet. I could have been anyone calling. Since I wasn’t in a position to continue the call, I asked my wife to call instead. She was told the same thing, there were no minivans available, but they could upgrade us to a Tahoe. The issue is, my personal vehicle is a Tahoe. The entire reason I reserved a minivan was for better fuel efficiency. When I originally made the reservation, it was for a Pacifica minivan or similar. I specifically paid an additional $15 to upgrade to a Toyota Sienna or similar vehicle, but we didn’t even receive a minivan at all. To make matters worse, they said if we accepted the SUV, we would have to pay the price difference for the upgrade. It’s unbelievable that we were expected to pay more because of their inventory issue. When we arrived, the vehicle wasn’t ready, and the staff was rude. As someone who worked in the rental car industry for six years, I understand that mistakes happen. However, there wasn’t a single apology offered. The complete lack of accountability and customer service was honestly beyond me. The only reason we booked at that specific location was because my wife has a corporate account there. I can see why they have 3 star review. *UPDATE* My wife spoke with Jay, and he was very accommodating. He sincerely apologized and said that if we ever need to rent another vehicle, to give him another opportunity and he would personally make sure everything is handled the right way. I understand that mistakes happen, we all make them. But at the very least, taking accountability for those mistakes goes a long way in my book.

a month ago

I had a wonderful experience with a very nice car but even more important to me were the friendly, helpful, and very warm employees when I was picking up the car and when I was returning the car. It was the best experience with a rental company that I have had in a long time. Someone really knows how to hire exceptional people.

3 months ago

After my dealership booked a substitution car with this location, they gave me a time to give back the car during which the location was closed. After driving for 40minutes to reach a closed location, the corporate customer assistance told me to leave the car in front of the closed location. Since than the location is trying to charge me for a unreturned car even if the manager ensured me that they were getting the car back. Yesterday they stole from me 2.500,00$ from my credit card. I am suing and reported the location to corporate. Avoid them and Hertz. Follow ups to this review will continue Until the situation is not solved. This has been going for more than a month.

3 months ago

My fiancé and I booked a car at this location because it was close to our hotel. We called multiple times after 4 PM just to confirm the basic requirements for our rental, and not a single call was answered. We booked around 1:30–2 PM and simply needed clarification, but from 4:45 PM on, every call just rang with no response. After driving six hours, we arrived about ten minutes before closing. The lights were already off, the place looked closed, and the employee made it very clear he didn’t want to help us. He was on his phone when we walked in, and only then informed us of additional requirements for same-day rentals (credit card, $500 deposit, credit check). That’s information we could’ve known earlier had anyone answered the phone. I understand wanting to leave on time — I work in customer service myself — but ignoring customers and providing no support is unacceptable. We wasted time and an entire drive for nothing, and then had to go all the way to the airport for a car. Houston traffic made that even worse. This isn’t the first issue I’ve had with Hertz, and unfortunately it’ll be the last time I try to give this company my business

5 months ago

They downgraded me from a truck to a midsize suv saying they don’t have one while there’s one parked right outside. Made me wait for the car to be cleaned too. On top of that, dude who works there was rude and outright flirting with other employees. Just horrible standards and service.

3 months ago