ZERO STARS!!! Had to rent here because our car was being repaired at the body shop next door. Started out weak and got a whole lot worse. Upon initial contact, the counter girl was in her office on her personal phone - looked straight at me and kept on talking on the phone. 5- 10 minutes later, she came out to begin the rental process. Thank goodness most of the paperwork was already done since this was an insurance claim, loaner rental. So... got the car, no walk around, no vehicle check with the attendant like you get at most rental places. I did my own walk around, went back in and told the gal that the car was not super clean inside or out (couple litle dings and scratches). She said, "It's OK, I just drove that car. Don't worry about it." Ok - I drove away.
Just returned the car this morning. Different gal at the counter (her name is Kateco) took the key to check fuel and mileage. She came back in and said "I have to charge you $200 to have the car detailed because there is pet hair everywhere. We don't allow pets in our cars." HUH??????
First of all, my pets never rode in this car. Second of all, their website says their cars are pet friendly. Yes there was some dog hair on the driver's floor mat, from my shoes tracking it in. Not a big deal if this had been Enterprise. When I said no. she said, "well, I can make it $50 but it has to be detailed because the next person might have allergies." HUH ???? To say I was mad is an understatement. At least she let me have the car back to vacuum it myself. I went to the car wash around the corner and used the free vacuum. IT TOOK ALL OF 5 MINUTES to completely remove all traces of dog hair. ("before" pics attached)
When I went back, I told her that it took 5 minutes and it wasn't that bad. How could she justify trying to charge me $200 dollars? She started arguing and tried to tell me there was dog hair everywhere. When I said, "so, you want to argue with me?" she said "No I want you to calm down." That's a great way to de-escalate an upset customer, NOT. Finished the transaction in silence and walked out. I immediately told the folks next door at the body shop, who couldn't believe it either. They told me they have had lots of complaints about this Hertz office. They also said the just got Enterprise on the other side of the parking lot.. My suggestion to them was (and is) get rid of Hertz and move Enterprise into their office. The service advisor will be taking this complaint to his upper management. Hopefully, Hertz will lose this location. They can't continue to treat customers like this and expect to remain in business.
Isn't part of the reason you pay exorbitant rates to rent a car is because they have staff that clean their cars between rentals? (yes vacuuming should be part of that).
I WILL NEVER RENT FROM HERTZ AGAIN! I WILL TELL EVERYONE I KNOW TO NEVER RENT FROM HERTZ! NO CONCEPT OF CUSTOMER SERVICE!!!!
After reading some of these other reviews, it seems like this Hertz office doesn't know how to take care of their cars or their customers. STAY AWAY FROM THIS LOCATION and STAY AWAY FROM HERTZ. This is obviousy a company culture issue as well as just plain BAD SERVICE!!!!!
I have called Hertz corporate and related this experience. I have also completed their online customer satisfaction survey - rating them extremey low. Needless to say, this customer is NOT satisfied.