Will never rent through Hertz again. Any money saved was absolutely not worth the hassle…read more
The biggest issue with this location was the complete lack of professionalism and consistency. The phone was rarely answered, and when it was, I was given contradictory information almost every single time I called.
At pickup, a staff member who was training a new employee was extremely condescending and rude to him. It was uncomfortable to witness, and no employee deserves to be treated that way in front of customers.
I was also given the wrong receipt at pickup. When I called this location to get the correct one, I was told they couldn't email or reprint it. I then called another location, and they emailed it to me immediately without any issue.
When I needed to extend my rental, I called and was told by a staff member to "call back because he doesn't have time right now." When I called back, the same employee told me he couldn't process the extension and directed me to another number. When I called that number, I was told that the original rental location had to handle the extension. I called back and relayed this information, and suddenly the same employee was able to help. It was clear he simply did not want to deal with it initially.
Another major issue was the store hours. Both the Hertz website and Google listed this location as open on Saturday, but when I arrived, no one was there. I even called another location to confirm, and they said the store should have been open. If the posted hours were incorrect or the store had to close unexpectedly, there should have been a note on the door instead of making customers waste time driving there and waiting.
Getting my final drop off receipt was another unnecessarily frustrating process. I was told it had already been emailed when the rental was closed, but when I asked what email address it was sent to, no one could answer. I was then told they would email it, they didn't. The next day I called again and was told it would be sent by the end of the day, again, it wasn't. On another call, I was told they "didn't have time."
Each time, I explained that I needed the receipt for insurance reimbursement. Eventually, I called corporate and had the receipt emailed to me while still on the phone, the entire process took less than five minutes.
If staff genuinely don't have time to assist customers, they should direct them to someone who can. Customers should not have to repeatedly call for basic assistance.
The lack of professionalism was also obvious during phone calls. More than once, I was told to "hold" without actually being placed on hold, which meant I could hear everything being said in the office. On one call, I heard a staff member say to another employee, "I don't have time to deal with this" in reference to my call. That is completely unacceptable customer service.
This location seriously needs better communication, better customer service training, and significantly more professionalism.
