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October 2025 by Sean Holiday
No one at the counter. Been waiting for hours
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October 2025 by Triple L
Robert at the Tyler Pounds Regional Airport was the best rental agent I have ever worked with. He went out of his way to help us with a late arrival pick up and before hours return. He kept me informed for days ahead of our flight and gave his a fantastic car. I very much appreciate his positive attitude to go the extra mile.
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October 2025 by Thomas burnett
Sorry I half to give Hertz at the Tyler Ponds Airport 1 Star. The customer Service rep. Was in the back sleeping instead out front greeting customers. I knocked on the door counter several times to wake him up. He was angry, I made noise to get his attention. All the competition reps was at their post waiting on customers. I told him, I was going to file a complaint he said he didn’t care. #DoBetter #asleepatthewheel. #customersmatters #notimeforanap
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October 2025 by Amanpreet Rangoola
Rude staff, not ready to solve the problem but try to mock the client.
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August 2025 by Deepak Ghadge
The lady who picked up the phone was very rude and didn't want to help, disconnecting the call without listening.
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August 2025 by douglas massey
As a frequent traveler, I can say this was the best car rental experience I’ve ever had. Robert helped me quickly and efficiently, providing excellent customer service. Would definitely rent from this location again!
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July 2025 by Bob Meredith
The service counter guy at Hertz was attentive, professional, patient, and knowledgeable. He had us on our way in no time, even though the guy before us was giving him an extremely hard time.
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July 2025 by Matt Bates
They always put the customer first. Used them exclusively now for over 30 years. Keep up the good work.
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April 2025 by April Robertson
Would not recommend! No cars! Employees are lazy
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September 2024 by Mirza Sabik Amin
Sep 9 Monday around 1 pm My wife, my friend and I went to this location of Hertz. The misbehavior and ill treatment we got from the representative is unthinkable.
First of all there is a number attached on top of the official sign like it’s their personal number. We call the number because no one was present to help us at this location. No one was picking up and we waited a long time until this guy comes in. He immediately started showing us attitude and acted like we committed a crime by calling the number a lot. We probably called 4/5 times. He said he was washing the car and was annoyed by the call. Now, this is where we understood this guy have no CLUE about professionalism and no clue what customer service is.
Anyways, we wanted a car and there was literally no information from him like what kind of car and how much money it would cost. He asked my friend to move out of the desk because he’s not the driver. Im sorry what? There was literally no one around us that we had to follow a line or something. It was just him being annoyed by our presence and we can tell.
After that suddenly he gave me a receipt and told me to wait until he brings the car out. What?? How about what kind of car is available and this is what the cost is. Nothing. He did not even ask us if we wanted the daily collusion coverage.
I got so frustrated that I went back and took a seat. So my friend asked him what kind of car he gave us and wondering if we can get another cheaper car because he charged us 115 dollars for probably one of the most expensive car. Then he started laughing at him and said he doesn’t get to say anything because he is not driving. I mean what kind of people did You guys hire that has an attitude this bad. Are you even looking at the reviews and ratings that others are leaving here?
Anyways, then he went outside to grab the car and continuously kept talking/ mumbling about us. At this point we were just astonished how rude and disrespectful one person can be and specially towards the customers. He even threatened to take away the car and told us if he wants WE WOULD LEAVE WITHOUT A CAR. That was the last straw for us and asked him for a refund after that. So guess what Hertz? We left without a car. If this is how you do business then May God help you. We’ll make sure none of our friends rent from this location.
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August 2024 by Mylessa Thorn
My husband arranged a rental for a 4pm p/u 2 days prior to our arrival. When we arrived the desk was in the dark, a sign saying the hours, and the only clue someone maybe there a thermal type of drink container at a keyboard.
I finally asked the enterprise worker if someone was working the counter of Hertz. She affirmed there was a lady working. We waited about 30 minutes before a gentleman, that worked at united rental, noticed us and went to go find her.
When she came in, she did. It say hello, sorry for the wait, just: “What did we need?”
When my husband said we have reservations, she asked if we just did them. When we showed it was from Tuesday, she asked for the drivers license. Handed us the preprinted reservation ticket, some keys and said “here you go”. She didn’t even tell us what time of car, nor have us to sign anything, didn’t tell us about gas. Nada. We had to askWHICH VEHICLE? She only said “Buick”.
She never went out and cleaned the Buick. It just rolled in with the same California SAND that arrived with it. We waited way longer than the 4-5 mins for her to shove keys and do nothing else for a customer with Hertz. I hope the owner sees this review.
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May 2024 by Conrad D'Souza
Ever so slightly better but not by much than the pick up location. The agent charged me for gas even though I opted-out and actually filled the tank. She didn't even seem to care. Just took my receipt and tapped a few keys on her computer after I showed her my rental confirmation and fixed it.
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May 2024 by NGUYEN TRAN
I reserved a GMC Yukon once arrived to Airport at Tyler pound in Texas. they don't have Yukon for me and they tell me they have a Ford and they said the Yukon have a transmission problem and the car is in the shop. And i told the front desk i have the same excused from Hertz every time i rent a car from them. they never gave you what you paid and reserved. on top of everything i got charged for toll that not a big deal. and a few day later Hertz charge me for equipment's rental which toll already charge me per plate. so therefore you don't need any rental equipment. this rental business is a joke if you don't pay attention to your credit card they will keep charged you for different charge. be careful with this COMPANY.
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May 2024 by Dr. Edgar King
I am absolutely livid about my experience with Hertz at the Tyler Pounds Field location. I prepaid for a vehicle and received numerous emails from Hertz confirming my reservation, with a clear instruction to pick up the vehicle at 3:00 pm on 04/27/2024. According to all the information provided by Hertz, this location was supposed to be open until 5:00 pm. So imagine my frustration when my party arrived at 3:15 pm only to find the place deserted!
We immediately reached out to Hertz, only to be met with further incompetence. We were told that the location was indeed open until 5:00 pm, but guess what? A glaring sign right at the location contradicted that claim, stating that they're only open between 8:00 am and 3:00 pm on Saturdays! Can you believe the nerve?!
To add insult to injury, the customer service representative had the audacity to tell me that there was nothing she could do. Nothing! No apology, no attempt to rectify the situation. And to top it all off, she couldn't find another location with the vehicle I needed, or worse, they were closed too.
I had a critical need for that rental, and Hertz has utterly and completely failed me. Now, instead of going about my business as planned, I'm stuck dealing with their mess, jumping through hoops, and navigating through endless red tape just to get my hard-earned money back. This is beyond unacceptable. Hertz, you've not just let me down, you've failed miserably!
Dr. Edgar M. King Jr.
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April 2024 by Tiffany Osterman
We were running a little behind getting there for my reservation due to weather etc, I tried to call to inform them and the local number just went to a recording saying that the number was invalid. Tried calling Hertz corporate, go through the ridiculous prerecorded prompts just to get transferred to the same out of order number. Tried calling Priceline, sent to the same out of service number. Finally got through to a human on the Hertz corporate line, he says he's adjusted my arrival time for me. Get to Hertz, and get greeted with the absolute worst customer service I have ever received. The man that works the desks acts as if you are bothering him to do his job. He said I was late, I told him I tried to call and the phone line won't work, but that I called corporate and they said they adjusted my arrival time. He said he doesn't know what to tell me about the phone line, he just works there, and that he didn't care what corporate said, he won't have a car ready for at least 2 hours. He was so extremely rude and bothered by my business that I told him to cancel the reservation. This is the second interaction I've had with him at this location (the other was back in September) and both times he acts like the customer is inconveniencing him. I will never do business here again.
