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November 2023 by Britney S.
Let's start here. I got there at 12:55pm CST & finally was able to leave at 3:00pm CST. When I walked in, there were others already complaining they have waited almost 2 hours. The kicker is, there was no issue with vehicle availability. It was the agent & her priorities. As one customer had to look up insurance info, she waits there with them until they get it which took this customer quite a while in which the agent could have taken the next guest as she waits for the other. That too about 35 mins sitting doing nothing. Same thing happens for the next customer. She also said it is required to show proof of insurance to rent a car. I worked for hertz 10 years & that was never a requirement. Next customer has an issue with the type of car, as he debated which vehicle for almost 30 mins, she sat there & waited with him as he spoke to his partner there with him, the agent still did not help the next guest in the mean time. Finally, my turn... I specifically booked a Tesla Model. She said there was an issue that the car was showing on another persons contract & it had to be released before she can add it to mine. I'm not exaggerating about these time frames, it took her about 40 minutes & she still had me waiting stating there is still an issue. I stated to her that I too had worked for hertz in the past & in this situation I would offer the customer a different vehicle so they can get going or a temporary different vehicle & they could do an exchange at any location available. She was not happy with my advice until finally I broke down crying & pleading for any car just to leave. There was 2 customers behind me soooooo upset (I got their numbers so they can confirm also how horrible of an experience we all had) I was in real tears sobbing & finally she said "here just take this" Another electric vehicle that has barely any charging stations along the way to Tennessee where I am headed. It's both the same charging port as Tesla so they don't have as many ports for charging which is a HUGE & scary inconvenience since I have a 10 hour drive. I did not get her name but she was an African American young lady. The worst part, she called to get authorization on my credit card form HER PERSONAL PHONE. the other customer was more upset for me. I had had it at that point. I was already so livid about wasted time & the car. I had no more fight. I'm overly livid how much time I was robbed of & also not getting a car that I specifically booked. I know how bookings work. It could be "or similar" This wasn't my situation. I booked to have a Tesla. It's its own car class. The tiny skinny black girl with fake lashes has noooooooo respect for anyone & their time. Rude af! I've emailed corporate about her & this experience & im not backing down. I will reach out to corporate everyday until this is resolved
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November 2023 by Pedro Dominguez
Easy in, easy out. A bit pricey compared to other rentals. I traveled for business so likely to travel again.Note: if you are getting gas there is a Shell gas station on the corner about a mile or so conveniently located before rental drop off.
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November 2023 by Nona DiFederico
I also reserved a car one day and the next day I cancelled it, and it came out to be 188 and they charged me $100 to cancel it within a 24-hour period I will never go to these people either.
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October 2023 by Bolly W.
Rented an electric vehicle from them the other day. Piss poor customer service on the phone and in person. If you like walking into a location and being ignored for 15 minutes before a skinny black lady with fake eyelashes rolls her eyes and says in an annoyed way "can I help you?", then you've found your spot...but for me, not a good start...was I being ignored because I'm Asian? Anyway, I return my rental in pristine condition, on time, and with a greater battery charge than it had when I received the car, and what do I find in my receipt? Yup, charged for extra hours/day even though I was there on time. So, I had to take the time to call Hertz's 1-800 number to straighten everything out (and give them feedback about this abysmal location). If you're thinking about renting here, don't, just don't do it. Enterprise at DFW Airport has amazing customer service. There's no reason to rent at this Hertz unless you absolutely have to...and even then, it's probably better to just walk.
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October 2023 by K. P.
Excellent customer service. Top notch. This is why I will only rent from Hertz. Great experience! Thank you.
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September 2023 by Joy Bird
9/6/ 23 initial review was only 1-2 ☆s1000am Arrived on time but long line and not well staffed. Also, one of the staff was wearing what looked like underwear for clothing instead of a uniform or professional clothes (unsure what circumstances were but makes for a very unprofessional environment).End of visit was 5☆s1100am End of the visit Ree and the new manager had things all figured out.May God Bless this new management group and may God be glorified in all they do.
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July 2023 by F.A.D.
Rental return was fast and easy, there was a sweet attendant lady too, didn't get her name, no complaints.
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May 2023 by MTpilot
Always a good experience here. Had a weird charge when I dropped off and the gal walking around checking in the cars had it fixed before I walked away. Very friendly and always a good selection of cars on the 5 Star lot. Nice to skip the lines because they look brutal lately.
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May 2023 by William Lohrman
Return was simple pull in, and they scanned the car and handed you a receipt. I did receive a car with burn holes in the seat, which I notified the attendant before leaving and had a damage report in hand when checking back in. Always do a walk around and note any damage prior to accepting the vehicle.
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May 2023 by Kat S
Simple return but upon arrival no cars available and in the process they rushed to get a recently returned vehicle and it was not clean. Also car smelled like an animal died in the engine block. Got worse by the day. Was super busy to return but notified them upon return.
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May 2023 by J Phillips
Return location confused my GPS. Process from beginning to end was efficient and user friendly.
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May 2023 by Nick S.
I'm a college head coach. We were going to split up our team with a small number of us to head out to Abilene for a meet so we rented a SUV vehicle (per university rules) through this location to transport us there. I made the reservation a few days earlier as I did it over the phone with an agent at there site. The day before the meet I get there to pick up the vehicle and the guy said they didn't have an SUB vehicle for us saying the airport took them. So now what? So we had to do some serious damage control and spent several more hours trying to figure out what to do. By the grace of God, after calling up so many businesses, the Enterprise in Grapevine had an SUV. Oh yea, Hertz still charged us. They still freaking charged us. I had to call up corporate to take care of that.
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April 2023 by Todd Brown
Took 2 hours to get checked in with only 15 people in front of me. Staff was more interested in talking with one another than helping. Car was dirty and had mismatched tires
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April 2023 by Calvin M
They overbooked cars and we had to wait almost 20 minutes. Even though I'm a gold loyalty member.
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March 2023 by Manjot Aujla
Worse place to rent a car. Don’t tell you about policies when you call them and when you come to pick up then they tell you the policy and tell you that they can’t rent you the car. If possible I give the negative rating.
