Car Rental in Athens, GA

“I’ve consistently chosen to service both my vehicle and my daughter’s vehicle at Heyward Toyota because of the quality of service and the trust I’ve placed in your team’s integrity. However, I’m writing to express my disappointment with a recent experience.
During every service visit, I’ve reported a persistent noise coming from the headliner. On one occasion, your team took the vehicle for a test drive, successfully replicated the noise, and the technician acknowledged the issue—documenting it in the service history. I was then advised to schedule a separate appointment for further investigation.
When I finally did, I was charged a $99 diagnostic fee, despite the fact that the issue had already been identified and acknowledged in prior visits. To add to my frustration, I was told during this latest appointment that the noise could not be reproduced, yet the diagnostic fee still applied. I was then informed that resolving the issue would require replacing the entire headliner at a cost exceeding $3,000 just to begin troubleshooting and isolating the source of the sound.
As a loyal customer, I feel genuinely disappointed and misled by this experience. Given that the issue was previously acknowledged and no corrective action was taken, and considering it couldn’t even be replicated this time, I believe the diagnostic fee should have been waived as a gesture of goodwill.
I hope you’ll take this feedback seriously and reflect on how situations like this affect long-standing customer relationships.
===============Follow-up post =============
Following up on my recent service experience — the Service Lane Manager reached out via email and a phone call to apologize for the experience not meeting expectations. They’ve asked for an opportunity to resolve the issue and requested that I bring the vehicle back in for further inspection.
I’ll share an update after the follow-up visit.
==================Follow-up post visit=============
The manager went above and beyond! They owned the issue, diagnosed it correctly, and followed through to resolve it completely. He kept me updated throughout. I was provided a rental during repairs, and my car came back washed and looking great. They delivered exactly what was promised and earned back my trust and business. I’ll definitely return for future service! Highly recommend!”

“Great employees. Usually pretty quick getting in and out. Tried to give me a dirty car once but recognized it once I pointed it out, agreed it wasn’t in good shape, and got me a replacement quickly.”

“I recently purchased a scooter from Custom Mobility and after I had an issue, they took care of it and made me very happy! Dustin handled the situation quite professionally and timely. I appreciate Dustin and this company very much and I highly recommend this business to everyone !”

“I was very pleased once I actually received my vehicle. My ride was clean and the car drove smoothly and safely. Getting the vehicle was a bit of a hassle, because of Athens game day, which I would've been more understanding of if i was treated kindly and with respect. The staff was very sharp with me, and assured me that I was the one who made a mistake, and it wasn’t to blame on their lack of cars at the time.
I received a phone call saying “we should be able to get you rolling by today around 12:30” maybe I misunderstood, but I came in that day, a little closer to 12:00 to be fair, and there were not only no cars in the lot, but I was told that I didn’t receive that phone call at all, and they wouldn’t have cars until tomorrow. Obviously, the staff was stressed. I think in high stress situations, kindness and respect towards your customer, and LISTENING, even when they’re a younger individual, is very very essential to a good review and customer satisfaction.
The situation was solved by the next day, and I was pleased with the rest of my experience.”

“Today was my first time ever using Hertz. I hit a deer earlier in the day and my insurance agent jumped through hoops to get me situated at the start of this Labor Day weekend with a tow, a repair shop, and a rental car reservation. I was contacted by Enterprise later in the day to say that they could not get me into anything until Tuesday due to the holiday bookings. (My fear realized.) Extremely disappointed, I hung up and I called Hertz extremely last minute on a UGA first game of the year - Labor Day combination weekend and Hertz had a car available that fit my needs. I was willing to pay for the rental, but after I explained my situation Hertz rep Amber explained to me that I could have my insurance reservation moved to them and not have to pay anything. Amber really put my mind at ease and got the reservation started pending the transfer. I got my insurance rep to move my reservation and I was on my way to pick up my rental. When I arrived the process was quick and easy. Amber explained everything thoroughly and my mind was finally totally at ease after a very rough day. I was in and out in a pearl white 2025 Toyota Camry with red leather interior. I am totally enjoying my rental, and my weekend and sanity were saved! Hertz came in clutch! And I will be forever grateful to Hertz and Amber for saving the day in such a super tight squeeze. Thank you so very much Amber!!!!! You’re the best!”

“Hertz made for an easy rental. Did most of the rental Online vehicle was at the airport to pick up quick sign of the paperwork exchange of keys and out the door to get into the car. Returning the vehicle was along the same lines.. maid rental of the car very easy and efficient. Will use again”

“I had a good experience, my personally. The truck was there upon my arrival (even though I came a day late)

I just hate gassing those things but good customer service, otherwise!”

“This is the best car rental experience I've had in awhile and I've rented from multiple companies and various locations. Made a last minute reservation and they made picking up my rental easy. Super kind office staff and efficient! Quickest pick up i've had! Returning the car was very easy as well and they offer after hours drop off if needed. Car was clean and on the newer side of things. Would recommend and rent from here again. Thank you for restoring faith in rental car companies after my last few were nightmares.”