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January 2024 by Andrea Locke
This was a terrible experience because I secured a rental car for our trip to Asheville last week and then I began receiving emails of paid receipts for another customer with my same last name. I called Hertz customer service and spoke with someone who barely responded to me and didn't seem to be concerned. I explained that this was not our reservation and we had an upcoming reservation but I was receiving receipts with another customer's name and credit card information. I called again and spoke with a girl named Asia who confirmed I should not be concerned at all and it's probably just a glitch in the system. When we showed up to obtain the rental car last week, our reservation had been lost. They said our reservation was showing it was fulfilled by another customer with our same last name. We were frustrated and were told to wait for a manager to take care of us. We went to the National counter next to your counter and were able to seamlessly rent a car from them and I was told that our card would not be charged for the Hertz rental. I will definitely think twice before trying to use Hertz again.
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January 2024 by Wilfredo Garcia
We rented a Jeep Wagoneer and this was a perfect vehicle to get around Ashville and Cherokee. The experience at the Hertz check in desk was wonderful. The staff was awesome and helpful. Returning the vehicle was amazing. We parked at a Hertz return parking spot where we were met by a staff member who recovered the vehicle keys. Within minute as we made it through the Ashville's airport security, received the closing bill via email. The process was smooth, simple, and convenient. Thanks Hertz staffing for your dedication and hard work.
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December 2023 by Adam L
Car was great. Initial service rep was great. Returned car on time before my flight and was charged for a late fee. Invoice showed return time when I was literally on the plane prior to take off. Made several attempts to contact but phone number was not correct. Ended up getting email back fromAR department stating that they spoke to the manager confirming my late return which is false. When I asked for a name/number/email to discuss, I didn’t get a response. Really poor customer service. I would appreciate a call back to make this right. I would not recommend Hertz. Pay a bit more and get better customer service.
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December 2023 by Kim Cross
My rental car option ended up being a dodge racecar when asked for sedan to begin with. Weird but ok as no kids. Unfortunately though it REEKED of cigarette smoke. That was 100% my biggest complaint (and the fact local office wouldn’t answer phones). I assumed it would dissipate but it definitely didn’t. When I report and returned it, the attendant in garage said my vehicle was third vehicle returned that day with same complaint. She also chuckled and said that upstairs agents won’t ever answer the phone so it’s a waste trying. Wow! (She wasn’t wrong but the fact it’s common is disappointing.) I tried MANY times to contact the local agent before return but they never answered their phones (# on invoice or google #). I found on google I could FB PM Hertz which is how I had complaint form. It didn’t go anywhere as they replied to ‘contact local rep’ as I had vehicle. Finally after returning, I had to contact them over and over with more forms and complaint # and got some points for ‘the trouble’. No one reached out to me checking in on the case. They just had generic emails saying ‘please review us’. So here I am. Points are fine; however, I don’t have lots of travel lined up and my bff split the rental car cost with me and obviously points to me doesn’t help her. I think the Asheville Airport Hertz needs a bit more training of staff probably. It’s a small airport but their service should be standard corporate across the board you’d think.
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December 2023 by Carrie Wade
Staff was very friendly. Issue I had was when I needed to extend my rental I could not do it through regular Hertz channels and had to contact the Asheville branch. No one answered the phone (understandable as I’m sure they were busy) but I was not able to leave a message. I also emailed the branch. Luckily my brother was flying into the airport and extend my rental for me. I’m sure they would have called if I didn’t return the car, but wanted to make sure I had the necessary paperwork.
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December 2023 by Kelly Waters
Long line. Weird stand in line then put name on paper. No info on delays, but concerned about making sure no line so it’s looked like Hertz wasn’t all backed up. Other rental car agencies were having no problems getting their customers cars. We waited for 45 minutes others were waiting longer.
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December 2023 by Allen Mayers
Car was OK, but I reserved an economy sub compact and got a Dodge MUSCLE car. I told employee I wanted sub compact, and she said that what I agreed to was "OR SIMILAR". A Dodge Challenger and a Nissan Sentra are not "OR SIMILAR" in any way other than both having 4 wheels. So I had to drive this gas guzzling, ridiculous looking teenager car and use 3 X the fuel. Also, the multiple names of this company are confusing. I rented from Hertz, and the Hertz counter was very busy, so I had to wait 40 minutes to get my car. The Thrifty and Dollar employees were standing around with no customers and nothing to do. I get my email confirmation from ... wait for it .. THRIFTY Car Rentals. Turns out Hertz, Thrifty and Dollar or some other on are ALL the same. So if they are all the same, why couldn't the Thrifty and Dollar employees service customers. Poor upper management at Hertz/Thrifty/Dollar/Clem's Rent a car or whatever their new name is the week that you rent.
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December 2023 by Mark Blum
Cars not available at reservation time. Car type not available at all. This is a franchise location so Hertz corporate refers you to phone numbers that aren’t in service. Phone numbers on website for that location don’t work. The ONLY thing that is good about this location is the people staffing the desk were nice and doing their best. Would not recommend though.
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November 2023 by Barb Meissen
The company was great. Gave us a discount for having to wait.I felt bad for the desk agent, as he was the only one trying to help so many. While people had reservations, they were extremely short staffed and were unable to clean vehicles as fast as people were coming to pick them up. While I only waited about an hour, others waited over 2 hours.Appreciate their efforts and will use again!
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November 2023 by Simone Lee
Someone new was helping us and the senior employee helped a little but we were there long enough to get more help and we were stuck there waiting till the junior figured it out. (There was no line) Even though the senior employee had no one to help but was letting the junior figure it out. So frustrating. I'D say we were there for what felt like 45 minutes with no line from a 2 hour flight. RidiculousOn top of it all we had just got out of a plane with a toddler and once we finally got our keys and were on our way to our car. Got to the car , we realize that we didn't get our baby car seat (we assumed it would be in the car since they never gave it to us and didnt think to ask) so we had the guy who was looking over the cars go get it and he took forever not sure if it why. We had to wait for him for about another 30 minutes to go get it.The breaks on the car were also pretty sensitive. So in the future I'd probably find another company to rent a car from.
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November 2023 by Sheryl Sachs
Could not be much worse. It took over an hour to get the car, not one I had ordered. There were only 3 people in line. Both of the representatives were incompetent. One had no idea what she was doing; in an hour, she waited on one person and hadn’t gotten her a car in all that time. The other was open-mouthed coughing and was in a foul mood. She was angry at everyone in line. Many pieces of paper were involved with a few signatures and several scans of the driver’s license required. Are we not in a computer age? I was responsible for photographing the van (no cars were available, which was what I reserved) once I found it in an unmarked area on another level in another building. I will never rent from Hertz (Hurts?) again, and I had been a #1 club gold member. This experience cured me of that.
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October 2023 by Cory Giberson
I want this to be known. The employees for the most part we're.. okay. I do not want this review to reflect on them but more of Hertz as a whole. I have not had a worst time renting a car than I have with Hertz. Booked this rental many months in advanced. I requested an SUV. I showed up and was offered 3 options, a sedan, a truck, or an upgrade to a sports car. We were staying in a cabin in the middle of the woods so 2/3 options were practically out. I even asked to pay for an upgrade to a jeep wrangler. When we finally found the car (there are no Hertz attendants) we noticed hey look there are 4 SUVs and 2 Jeep Wranglers. At this point after waiting 45 min in line to get the car I just wanted out. This pickup experience was the worst excuse for a company in general. Again please do not reflect my experience on the employees themselves.
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October 2023 by Jean W.
horrible - waited 90 minutes for car (was told it would be 15 mins) - plenty of cars but none available to wait for them to be cleaned. a dozen people waiting and agent went in no order despite check in time - then was given a huge SUV instead of standard car and told it was all I could have.
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October 2023 by Maureen Heimerl
We had no issues in renting. The Hertz counter was easy to find. A slight wait and our vehicle was fantastic! The return was very easy once we found the lot to return. The only downside was that the windows were not clean at all. We had a Jeep Grand Wagoneer and every window was dirty-inside and out. Other than that, it was an enjoyable ride and experience.
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October 2023 by Wiaczeslaw Kubarev
Had a great experience here with the staff and was in-and-out quickly without any issues. Prepaid for an SUV and got a really nice Jeep. Thank you!
