Hertz Rent A Car

I called this location to reserve a vehicle for 7 days as my car was being repaired. I spoke to Yvette and told her that I was a Gold member and that I was getting everything covered through my insurance company and that I wanted to attach my member number to get credit just as I had through my previous employer.
I was then told that in order for that to work, since I was not paying for it that I needed the insurance company to make the reservation directly. I then proceeded to make numerous calls, and jump through hoops to get it done. I finally got my confirmation and called back and gave it to Yvette. Yvette then proceeded to tell me that I now could not get credit for my rental! I told her that she gave me wrong information and that I could have used her competitor and been done a long time ago. She seriously could care less. I told her that because of this I would not be giving Hertz my business to which she replied «ok that’s fine»
I called corporate and they told me that yes I could indeed use the points! they did fix the problem, get my membership attached and take care of me. But yet I did not receive an apology from the training manager that wasted 3 hours of my time just to pick up my car! I have never received a call from the manager either.
I will be following through with a BBB complaint as well.

The people are friendly. Great experience. Very fast and convenient. We’re able to swap out cars to meet my needs. I’ll come back. Great service

I had a reservation made through an insurance repair made 5 days prior to the actual reservation, and have called everyday since the day I was supposed to pick up a rental car to see if they could accommodate me. «No, we don’t have any cars, but you can try back later in the day to see if we have anything.» I think at this point it would be their duty to contact other locations as well as myself, and maybe have something sent over from another Hertz. Instead, I will rent from a competitor at my own expense who is happy to pick me up and get me taken care of. Good luck to anyone else needing help at this location, certainly has been useless for me.

They told me I have to pay extra or wait 50 mins or my rate changes to $ 20 more for one hour. I told them are you seriously going make me wait 50 mins to pick up the car. They said yes or we will charge you more. What kind of customer service is that? If I picked it up later they wouldn’t charge me less. They wouldn’t change my rate if I turn the car earlier which I will. Very bad service. Yes, I did wait the full 50 mins and they did not bother to just check me into a car while I waited inside.

Hertz, I think we’re done.
The main reason why I ever rent a car in Austin is because something has happened to my car. My favorite toy. My baby. You know, the vehicle that I won’t even allow people to eat *anything* in because I don’t want things to spill and stink. It’s kept immaculate, because I don’t believe in driving a rolling trash can. Sure, I’ll let the outside get dirty like a Mitsu *should* be, but the inside is where I sit. For the interior to be dirty is a total deal-​breaker.
My last two cars from Hertz were dirty when I got them. I understand that they won’t wash an exterior of a car when it’s raining, but for crap’s sake, clean the interior well before you hand off a car to another customer.
Big discovery: other people are disgusting. I’m sure that’s what they say about my apartment, but I don’t drive my apartment, so nyeh. The first car I got had trash underneath the seat. Okay, that’s sort of understandable if they just didn’t see things, I guess, but the second I tried to stash something behind the driver’s seat, I saw the mess underneath said seat. It’d have taken them two seconds to look for trash. The cupholders were a little sticky, but eh. Okay. It’s sort of tolerable, albeit gross.
The little rental Yaris I’d gotten due to a lack of availability was miserable to drive on the highway, though, and I wanted something closer to my car in size and comfort level.
A small selection seems to be a common issue with this location. I usually try to use an off-​day to sort out issues with my car, and I work from home nowadays, anyway. I really don’t mind waiting for them to see if another location has a car I wouldn’t mind having for a while on the first visit. Instead, I don’t know if locations just don’t talk to each other very well (which is bizarre for a satellite outpost like this) because I usually end up having to get whatever’s available. This is how I ended up with a Camry before, which was big, unwieldy and absolutely the worst rental car I’ve ever had. (I usually ask for compact cars!)
The upside is that the counter staff is at least friendly and more than willing swap cars when something better DOES come in. They’re even good about holding a car until the first hour or so on the next business day if you call at the end of the day when people tend to turn stuff in. They’re the only reason this is a two-​star review and not a «gross gross gross gross!» single star of shame.
So, I got a Mazda3 to replace the Yaris. The Mazda3 is definitely the best-​case scenario rental-​car-​wise. Great fuel economy, great handling, small and well-​optioned. The only things I didn’t like were the automatic transmission (I’m too used to manuals and my beloved shiftless wonder, I guess) aaaaaaaand… it was dirty, too. You can’t hold a slushbox against any rental company in America because no one trusts rent-​ees with a manual anymore, however, TWO dirty cars in a row is unforgivable.
I had stuff to do that morning and hoped my car would be ready in a couple days, so I drove off with it dirty anyway, but when my car wasn’t fixed before Christmas, I took it back in for them to clean.
There were some kids’ greasy little fingerprints all over the front and back windows, the cupholders were sticky with the over-​runs from someone’s tippy Blerch Gulp and the interior was full of crumbs. How do these things ever get past the first round of «sure, this car is okay to rent out?» I don’t get it, especially the fingerprints. Those grubby little people-​pawprints were right in my line of sight. Either they don’t notice (unlikely) or they don’t care.
Worst of all, when I took it back in to see if they could clean it, it took them no time at all to give it a re-​clean. As in, I don’t think they did anything. They mentioned vacuuming it out again, which they might’ve done, but the cupholders were still pretty gross. Honestly, I couldn’t notice that they’d done jack squat when they pulled the car back up as if it was «done.» I was sure to point out «there are fingerprints all over the windows and this is really distracting whenever light hits it» when I asked for a re-​clean. The rest I didn’t say a whole lot on. ZERO was done to the fingerprints. ZERO. I had to get a dude from the counter to come back out and clean windows for me to make up for their detailing guy’s total uselessness.
The rest of my time with the little Mazda3 was relatively uneventful. The tires were awful in the rain, as el cheapo rental car tires tend to be. The windshield wipers were dried out and pretty useless, which the wipers on all cars in Texas tend to do in between bursts of actual precipitation. Those are things you expect on a rental car, though, which is a sad statement on the industry as a whole, not just Hertz.
What I didn’t expect was for them to leave early for NYE without any notice when I went to turn the car back in.
We’re done, Hertz.

I rented a car from this location when my car was hit by another driver and in the shop for repair. The other drivers insurance was supposed to be paying for it and I was to be charged a $ 50 deposit. Yesterday my credit card statement came in and I found they charged me for the full amount. When I called this location this morning they took no responsibility for anything and said I had to contact the 800# at Hertz and their billing department since the transaction was «last month». I rented the car on Oct. 27, returned it on Nov. 1 and the charged was posted Nov. 6. Their mistake and yet they do nothing to rectify the situation. Bad business practice and irresponsible employees! Use another rental car agency!

We had our car in the shop for repairs, and rented from Hertz as recommended by the claims department. We checked it out at 8:17 AM on Monday 10/​/​27 and returned it at 8:58 AM on Wednesday ¹⁰⁄₂₉. Due to bad traffic this morning, it took us 1 hour and 15 minutes to travel the 20 miles from our house to Hertz. This made us 41 minutes «late» according to Hertz. Still, they charged a full day for that 41 minutes. I asked if they could cut us some slack, but they said «no».
Whatever happened to customer service, I will never understand.

In continuation from this review here:
I called to have my vehicle replaced with another. The girl, I wish I had gotten her name… tells me they have nothing available at the moment, but will do her best to call around and find something. (I «think» it was Michelle, but I could be dead wrong)
Hertz:
«May I place you on hold for a moment while I call around?»
Me:
«Well, of course, no problem, thank you!»
20 seconds later
Hertz:
«I’ve called all over Austin and nobody has anything available right now, except the airport. So if you want to trade it out you have to go there, they have plenty and will be able to do this for you»
Me: «Wow, the airport? Nothing Closer? Ok. the airport it is.
I arrive at the airport and turn in the old and explain the issue. Go inside to get another vehicle. Guess what? They don’t have any! Thanks, a lot!
Me: Didn’t the Anderson Lane location call and tell you I was coming for this?
Hertz: No, nobody has called us for this… I’ll see what we can come up with
10 minutes later… all I can get a MINI VAN… Thanks. Or a car with a flat tire. Yay!
I take the van, sadly enough. I’m thinking about gas mileage at this point. No, it’s not coming out of my pocket, but I respect my company who is on a budget as well. So I try to get another vehicle if at all possible.
I called back this Anderson location.
Thanks for sending me on a wild goose chase, I truly appreciate it. Ugghh.
Still was not wanting to drive this van all the way to Ft. Worth. At random, I called another location looking for a manager… I found him. David.
************Please follow the link for the continuation at yet another location********

I rented from Hertz to go out of town to visit family. I paid up front for the car online to receive a discount. When I went to pick up the car the man gave me the keys and sent me on my way, not mentioning a $ 200 deposit. That was not the problem. The problem is the day I had selected to return the car, the location I picked my car up from was not even open. I called customer care and was advised I could not return the car at another location. I took the car back the very next day, full. The woman told me the $ 200 deposit would release at midnight. It did not. I was charged and additional $ 112+. When I called I was advised it was for a refueling fee, and being a day late on the return. I told the rep the situation and she quickly changed her story to «We don’t charge tax up front». My receipt shows tax as well as the website when I booked the car had the tax included into the price. She then told me she would have a manager call me back. Said manager never called and when I would call in I was advised he was not available but I can be assured he will call. Never happened. I went to do a chargeback through my bank and they declined stating their records indicate the charge Is accurate. Never in my life or anyone else I know will Hertz be used again.

Always ready for me when I arrive. Good service and clean cars. I rent 3x a week so it’s a big deal for me.
I recommend them for all types of rentals.

I’ve been a customer of Hertz for years, typically renting a car when I go out of town for family visits.
No more. I’ll never do business with Hertz again. Ever. Ever.
First off, when I picked up the car, it had a half tank, which wouldn’t have been a thing, but my husband filled it all the way to full before I returned it.
Second, I had a blow out on the interstate and called for road side assistance. Roadside assistance said that I was more than welcome to pay for a tow truck.
THEN, when I returned the car, I was billed for the tire! Not to mention the half tank of gas that they wouldn’t credit. When I called to get this fixed, I was told that I should have gotten the car coverage and that I was responsible for the condiditon of the tires (which was poor, btw. I got to see the bald tread up close when I was changing it on the side of a very busy interstate highway in Ft. Worth.).
Oh, and I’ve been waiting for a manager to call me back for two days. Each time I call, he’s just left or hasn’t yet arrived. I called his manager. He’s not in the office either.
Never again, Hertz. Never.

I rented a compact car for three days while my car was in the shop. This should’ve been a really simple transaction.
The staff were skeptical of my (professional organization) discount code. «Do you work for this organization? What do they do? Do you have a business card with their name on it?» Geez, sorry I didn’t bring my last receipt for membership dues with me.
The vehicle was mostly as-​expected. The tiny domestic econobox was outfitted with the basic necessities for getting from point-​to-​point, although the transmission seemed to slip while going into 2^nd gear. It handled reasonably, even if it rattled at idle. A little more attention to maintenance might be a good thing.
The reason for this 1-​star review is the Loss Damage Waiver. I never buy these things. My credit card has me covered, and my auto insurance also has me covered. I even brought in a proof of insurance card and showed it to the agent to illustrate that I neither needed nor wanted the LDW, and I expressly declined the LDW when asked (If you have a reasonable credit card, LDW is an expensive scam).
I didn’t notice this until I reviewed the credit card receipt from them, so their billing department couldn’t do anything (This makes sense; how many people would call to claim the same thing if they didn’t end up needing the LDW after they purchased it?). This little oversight on my part (and sleight of hand on their part) nearly doubled the cost of the rental.
Sure, I should’ve not been in such a hurry when I picked the car up, but if you have to watch a customer service representative like a hawk to keep away from unwanted charges, why would you want to do business there?

Fortunately for me I got a chance to use Hertz again. My car was being repaired and I requested renting a car from Hertz.
Someone from Hertz came to get me at the autoshop and drove me to get my rental. The professional and courteous Hertz staff remembered me from my last visit (even though it had been months ago!) and remembered my preference for small cars. The employee on duty even got me a discount on my rental.
When I returned the rental, they drove me back to the shop and helped me move my belongings. I really appreciate their professionalism and courteousness. These are two characteristics that have me come back to Hertz over any other rental in town.

We’ve rented twice here in the last month. I got a discount at Avis but Hertz was still cheaper. Last month we took a mazda 3 to Kansas for an overnight trip. I have knee problems so this time for our honeymoon I asked Lauren for a cruise control and she found me one at the same price. Seems like they’ll always have the problem with not having the right car just because the selection in the burbs is not as good but apparently the same cars are more expensive at the airport. I was talking to them after I brought the car back and mentioned my 3 mile walk home and they offered me a ride. They did a pretty good job for us and we’ll likely use them again.

This place uses a scam method to overcharge you: They reserve your car for a time before you arrive, and then the next day claim you’ll need to pay extra for the same car. It’s what the mafia might do, I imagine.
Then, when I called to ask about shuttles the day of my departure, the 12-​year-​old behind the counter was super rude. He said he’d call me back, never did, and then when I called him back he put the phone on fax. What a sweetie.

Very dissapointed. Charged daily AFTER I returned the car because their associates did not close out my reservation. Posting a copy of the email I sent to corporate and the BBB. I’ll delete my review if I get a full refund as I should be entitled to.
My reservation # was 546−839−263 and I picked up a red Dodge Avenger on Sunday March 3^rd, 2013. I returned the car on the scheduled return date of March 5^th, 2013 to different location than the location I picked up the car at. I was told this would be «no problem».
Dodge Avenger picked up on 3÷3÷13 from:
Austin Bergstrom International Airport
3600 Presidential Blvd
Austin (Austin), Texas United States
Dodge Avenger returned on 3÷5÷13 to:
911 West Anderson Lane Suite 125
Austin (Austin), Texas United States
I noticed this morning that my credit card account which I used to pay for my rental has been charged an extra $ 100 on 3÷6÷13 and now again on 3÷7÷13 as if I had not yet returned the car.
I called the Anderson Lane location to ask if my rental had been closed out and «Andre» claimed it had. I called the Austin-​Bergstom Airport location where I picked up the car from and they informed me the account for the rental HAD NOT been closed out. Only after I specified my reservation # of 546−839−263 was my reservation closed. NONE of this run-​around should have been necessary as I returned the car to a female agent on Tuesday March 5^th as scheduled.
This is causing my credit card to risk overdraft. I am VERY UPSET with the wall this rental was handled and I would like a full refund of anything billed to my credit card. I will NOT be renting with Hertz again and am very sad that I no longer can utilize your company’s services.

So I actually called and spoke to the manager about my experience here and he was super nice about it – so that’s why there are two stars instead of one.
After my initial conversation with Blake on ACL weekend, I was SO enraged, that I called headquarters. HQ told me to take it up with the manager… and then proceeded to give me the wrong manager name. So you can see the disorganization goes all the way up the ladder.
My conversation with Blake was catalyzed by a courtesy call I made to confirm reservation and time of pickup. Blake then let me know that they were «super busy» that weekend and I was under no circumstances guaranteed a car DESPITE the fact that I’d made an online reso with AAA.
«Better not be late — you may not have a car. I’d suggest you get here as soon as possible. We can’t guarantee anything.»
Please Hertz, tell me what the damn point of making a reservation is if you’re not going to guarantee me a car? «Oh you took the time to choose us? That’s nice. We have no vehicle.» Don’t even get me started on the lack of personal responsibility in the world today. This review would definitely hit word count.
The whole affair was incredibly disappointing and even though I think I got a relatively good deal, let’s not forget that they actually «authorize» money on your account beforehand (so you’re out $ 150… not $ 50), that if you use a debit they do a «soft credit check,» that you best not go ONE hour over the allotted time for your return and that you may or may not get a vehicle.

I rented a car for a week, the rate was a little higher than enterprise, but the service much better. Employee named Blake helped me all the way through the long process, and explained everything I needed to know. The car was clean, ready to go. As a matter of fact Blake had just cleaned that car getting it ready for me (knowing my reservation date/​time). I would definetely go back and referr this location to anyone.

This was one of the worst experiences I have had with a business, ever.
I waited for a long time for the car but the real problems came when I returned it.
I arrived early on Sunday to drop off the car and THEN realized they were closed at this location on Sundays. NO ONE told me this when I picked up the car. So I had no idea what I should do — I was not given instructions on where to put the keys. The drop off box there said to put the keys in ‘the folder’ which I of course did not have. I tried to call their national number but it is not ²⁴⁄₇ and is closed on Sundays (what kind of business practice is that for a national change like Hertz?)
I called the next day to tell them this and also to ask for a receipt which I would need for work. They said I ‘could get it online’ and that ‘of course your coupon will come off at that time’.
I JUST NOW (12 days later) got a receipt. On it, the coupon was NOT taken off and I was charged 67 for fuel (I have pictures proving I left the car full). Whoever took down these stats is an idiot, because it also said I drove 200 miles (I drove to Baton Rouge and back).
I called the office and they said nothing they can do would have to call billing, I am currently on hold and steaming!
I will NEVER use Hertz again!

I’ve used this location 3 times now, each for a longer-​term rental. No major problems, and for me it was a money saver vs. renting at the airport.
Pros:
— It’s about half the price of renting from the airport; in my case that made it much cheaper to take a cab into town from the airport and use these guys.
— You can drop off anywhere in Austin, including at the airport.
— The pickup service can be convenient
Cons:
— They are understaffed during peak times, as Cynthia mentioned, though I’ve never run into the problems she did
— However, they’ve overlooked picking me up every time; after calling to remind them they sent someone
— And as she suggests, certain parts of their business (billing, etc.) are handled through Hertz corporate, so from a customer service perspective they’re a little limited in what they can do for you

THEY HAVE FAILED TO REPLY TO THE BBB COMPLAINT FILED.
1. False online check-​in (there’s a process but you have to check in there, anyway),
2. False advertisement for car-​drop off option (I found out when they were late for drop-​off),
3. incorrect card billed
4. No warning of a hold 4 times the amount of the bill (a big deal on a debit card)
5. Car issued with a half-​tank of gas.
6. When I called to complain, they first said they couldn’t do anything about a billing problem at their local office; then when I spoke with the manager he gave me a slight discount — so, they were dishonest about their abilities/​policies.
This location is understaffed, the wait is very long, the folks who work there are having to multi-​task too many different things, and are obviously losing sight of what’s important: dealing honestly with your customers and delivering what you say you will when you say you’ll do it. That’s the definition of integrity, and this location has failed, to the point of not replying to my BBB complaint.