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March 2024 by Junior Gonzalez
I am compelled to write about the deeply unsatisfactory service my family and I experienced, which was significantly impacted by the actions and decisions of an employee named Riak. Our interaction not only resulted in considerable inconvenience but also highlighted serious concerns regarding customer service and problem resolution skills within your organization.Upon our scheduled pick-up, we were informed by Riak that no vehicle was available, despite our confirmed reservation made two weeks prior. Riak claimed a notification was sent the morning of our arrival, which was not the case, as we received no such communication. The lack of any proactive solution, discount, or alternative option was not only surprising but unacceptable. Riak's approach to customer service was markedly inadequate, demonstrating a lack of initiative and problem-solving skills which left us feeling helpless and undervalued as customers.After a confusing and unsatisfactory resolution process, a vehicle was suddenly made available with no explanation, which further contributed to our frustration and confusion. This inconsistent service and lack of transparent communication are concerning.Furthermore, upon the return of our vehicle, which was admittedly a few minutes late, we were charged an additional full day's rental. This decision, especially in light of our previous experience and the fact it was just minutes past the deadline, underscores a rigid and unsympathetic approach to service, exacerbating our dissatisfaction.This series of events, primarily influenced by Riak's handling of the situation, not only reflects poorly on your organization's commitment to customer satisfaction but also raises questions about the training and competence of your staff. It is distressing that a single individual's actions can so drastically affect the overall experience of your customers.We expect a thorough investigation into this matter and appropriate actions to be taken. Improvements in customer service practices and staff training should be implemented to prevent such incidents from recurring. We believe that addressing these issues is crucial for maintaining trust and ensuring the satisfaction of your customers.We look forward to your prompt response and a resolution to this matter.
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March 2024 by Joyce Christian
They were very helpful and had everything ready as soon as we got there.
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March 2024 by Rod Simmons
This place is an absolute dump! All these reviews are nothing but the truth. DO NOT rent from this scam business. I was put in a car through my dealership. A week after it was returned I get a toll bill taken from my card with the tolls equaling $25 but a convience fee of $110?! After numerous attempts to contact about this issue and once getting flat out hung up on, still have not reached anyone. Looking through the reviews I understand this is how they try and be slick with fleecing customers money into their pockets. Go anywhere but this place. Thieves stealing peoples hard earned money.
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February 2024 by Nick Gould
Rented a car for 2 weeks and was charged $ 32 bucks for tolls. Then a few weeks later I see a another 2 charge for $242 for tolls=$274 for tolls. I don't disagree for the 32 bucks but the other charges. Don't trust this place. Especially since they tried calling me saying I still had the car a week later after turning it in. Turns out it was in there parking lot
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January 2024 by handerson perez
Really good service
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December 2023 by KC Clay
They only had one person working named Jesus when I we go to pick up my rental and he was great. However, he was doing everything from confirming reservations, getting the car, to even cleaning the car. I need to extend my rental because my car that was involved in an accident is still not ready. No one is answering the phones despite being opened and the auto phone system prompts freeze after asking if personal vehicle is insured by someone other than State Farm. It's impossible to get an extension and I cannot physically make it up there due to an obligation. They also rented me a 2020 with lots of miles and tires that wobble and skid in wet weather
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October 2023 by Chris Dudley
Fraudsters.I had no choice but to deal with them because the car shop only works with them. It took nearly an hour to get through the rental process with them (incompetent), then in the last steps they have you sign a screen to acknowledge that you've received and agree to the terms of the contract, except they will not give you those terms until AFTER you sign. So it's sign a mystery contract or don't get a car.Having no other choice, I signed. Then they get you with fees. The contract says that the convenience fee for using toll roads is $5.95 per day you use tolls. I was charged $19.98 for 2 days of toll usage.For a rental that's being charged to a car dealer, they insisted on authorizing MY card for the taxes. How does that make sense?When I called to get this corrected, the customer service guy had a flat "I don't care" tone the whole time, and just said "here's a number you can call during the week." No attempt to correct anything.
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October 2023 by krishna K
I was denied a car in the first location due to car unavailability and was asked to go to another location as they have a car. After travelling for 20 miles I went to the new location and they told they can’t use my debit card as the reservation was transferred so I went back home again and got the credit card but this time they denied me again saying they only have an suv and if I needed I’ll have to pay $1200 more for the reservation and lied to me that they did not have any mid size cars even after the first location confirmed the car availability. I had to travel more than 60 miles and waste 4 hours of my weekend and the manager was so rude that he insisted there is no point complaining as he will say I did not give any commitment this is very unprofessional and I had cancelled all my reservations with hertz and rebooked with enterprise. I am not going to use hertz anymore due to the very unprofessional staff and experience.
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October 2023 by Jo Porter
First off, they did not have a car when I arrived for my confirmed reservation & told me they had no idea how to get one. I made other arrangements & called them back an hour later to be sure they would not charge me for the rental. At that time they told me I would be charged, & they now had found a car for me. So I returned to the Addison, Tx location & picked up the car at 8:19 am.I asked about the return & they told me to return the car the following morning at 9 am when they opened because they did not have a drop box & they closed at 5:30pm. I asked if there would be any late charges, & they specifically said there would not be and instructed me again to bring it back at 9am the following morning. The next day at 8:55 I was there to return the car only to find the door locked. I waited until 9 am & I was the first person to come in and I immediately returned the car.I left & upon arriving home looked at the receipt & saw I had been charged $19.19 for an extra hour & a $12.00 late fee, which was not what I was told the day prior. My total charges were $34.00 higher than I had agreed to & now the total charges were $92.36. I called them back that morning before noon, four times, and no one would answer the phone.This is the worst rental agency I’ve ever used. I highly recommend you use Enterprise right down the road & not set foot in this dishonest establishment.
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October 2023 by DeAnna Roney
I will never use Hertz again, I was charged for an extra day of rental even though the car was returned to the lot the previous day… I was told to return the keys first thing in the morning and I would not be charged due to them not having a night drop box.Lies, lies the supervisor John Scott does not honor the miscommunication his staff gives out and I’m still waiting for him to email me back. This is bad customer service!!
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October 2023 by LJ Chandler
This place is unorganized, unprofessional, and the cars are not up to pare. The lady looks over worked and her attitude shows it, she needs help and a attitude adjustment. These days you really need to watch how you talk to people because everyone is not understanding. If you don't like your job QUIT, or demand help!
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October 2023 by Artem Siniaev
Rented Tesla for a week. Super smooth check in and check out. Alice was great, knowledgeable and very professional. Will be renting back from this location.
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August 2023 by Eivind Flores
Hertz is always a bad experience. It's not just this place. It's the company. 3 different occasions I've tried to rent a vehicle and each time they've screwed me over on the reservation. Each time I went with Enterprise or uber. Hertz is useless.
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August 2023 by Shzeen C.
I know we were not the only ones to experience some type of racial bias in this location. My family and I come here often and we receive the same horrible attitude from the same woman in this picture. I hate to compare - but for the sake of getting my point across I will. The white woman that she helped before us was treated with basic human decency. However... we were not treated like human beings. She was behaving in a horrendous, condescending & rude manner. We 100% tried to keep things civil, but at some point enough is enough.The woman's name in the picture is Alice
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August 2023 by Christopher Scarborough
Just awful, I walked in with my kids and wife to get a rental, and had to wait because the manager was to busy belittling and degrading his employes for not teaching them how to properly do paper work let alone when they employ asked for help the manager ignored the request and stammered off. It didn't take me 15 minutes to realize I could get a rental with uber or loft for the week foe cheaper rates ? screw supporting these jack wagons.
