On a recent trip to Northern Michigan, my family flew into Pellston and was in need of a rental…read morecar. Due to our late arrival on a Friday and departure on a Sunday, there were few car rental companies that were even open / willing to work with this schedule. Luckily, Hertz was one of those that was available... I booked online and followed up with a phone call as our trip approached. Originally, no mini vans were available, so I booked a sedan, but was worried it would not be big enough to accommodate me, my husband, my brother, my two kids, and all of our luggage. Luckily, when I called, Dawn was able to find us a mini-van! Dawn could not have been friendlier or more attentive to our needs. We were also able to secure two car seats and were pleased all around with the rental from Hertz. We did pay a lot of $$ for it, but it was worth it. I'd definitely recommend going through this Hertz location if you find yourself in need of a rental anywhere near Pellston!

This location is CLOSED. All vehicles are in Gaylord and if a customer requests a vehicle, cars are…read moredelivered from Gaylord for an extra $150 only IF customers are flying private. Phone number should be cancelled - currently just a busy signal. I spoke with Hertz 800 customer service who was unaware the location was closed. Only after an employee reached out to me directly from Gaylord regarding my reservation, was I made aware that the location was closed and that I would have to book through Avis. This needs to be updated both on Yelp and their Google business page.

What works: nice cars, lovely service What doesn't: the…read morelocation is a bit behind the times in terms of "grab keys and go" for users with established accounts. When this is pretty much the norm elsewhere, this antiquated vehicle check out process becomes such a pain, especially after a long day of travel.

Check and double check your bill. They tried to charge me a $350 drop charge when they knew it was…read morebooked as a one-way rental. They also gave me a car with a paper plate knowing that it was a one way rental which I did not discover until the following day and had to return the car and pick up another before I went out of state. Don't bother calling the branch because no one will ever answer the phone.

I called and the phone rang for about 5 minutes. It only took me that long to drive over there…read more When I showed up they did not have a car available. They gave me a 30 minute run around even though my insurance was paying for the rental. Finally, they did pick me up from the body shop and I took delivery of a car. They offered it to me without even washing or vacuuming it out. I told them to clean it up first and then I would take delivery. I have been burned in the past by this location and overcharged by not returning the vehicle with barely more gas than it had. If you give them the key, they will not let you run and put gas in it and come back. ugh. I hope when returning this vehicle, my experience will improve.

I reserved a car 2 days ahead and my reservation confirmed but when I arrived no vehicles available…read moreafter we waited 45 minutes to be waited on. Does no good to reserve ahead of time

We booked a car starting at 8am when the office supposedly opens. But it was locked with no access…read moreuntil the first employee appeared around 8:15. We managed to get a car at 8:25 but it had a strong smell of cigarette smoke. A very disappointing experience - will avoid Budget in the future.

I was completely shocked with my experience at this location... in the BEST way possible. Every…read moretime I typically try to rent a car, it's not the most pleasant due to not having consistent good service at different rental car companies. I notice most staff at rental car companies seem annoyed and not as helpful. I noticed this location was different when I called them to ask questions and the person that answered was extremely nice and very helpful with giving me clarity. I believe her name was something like Vickie. I had a good feeling of giving them a chance after my conversation with her because I originally considered using Enterprise. In addition, I received a reminder call from the manager which was a touch of detail I didn't expect. I verbally said to myself, "Wow. They even care enough to give reminder calls?" No other company has ever done that. When I got to the location, I was greeted by Vickie and Ms. Angelia. They were so calm and welcoming, which is something I rarely see at rental companies. My process of getting my rental was TOO EASY. I was able to drive a nice brand new Toyota 4 Runner with 8 miles on it and the price was great along with the car's performance. I returned my car to Ms. Angelia and that was an easy process as well. My entire experience with them was super pleasant. I HIGHLY recommend this location. I can't wait to use their services again in the future.

I couldn't have asked for better service. The women at the front desk was very helpful, kind and…read morepolite. In my opinion she went out of her way to make sure I was appropriately accommodated. Turn in was a little confusing but no hassle and no rushing and again was treated with kindness.

BEWARE, A RESERVATION MEANS NOTHING TO DOLLAR!!! We reserved…read morea car. We waited over 20 minutes in a long line to get to the counter. Once it was our turn to be served, the attendant told us they over sold the cars. He told us to find another rental company. I asked which ones had availability as the other agencies were outside the rental terminals. The attendant rudely replied, "I don't know, go look for yourself." Really? I spent over 8 hours traveling. I was exhausted. I felt since they had OVER SOLD the cars, the lease they could have done was locate an available car for my family and I!

Great service they have brought the car to me and I can leave it at the repair shop for pickup…read more My only issue is that no one answers the phone, So I always have to go into the store to make arrangements for a car.

Great customer service!!! Employees were very helpful, patient, and fast!! 10 outta 10read more

First off, I've rented from this location several times. However this last rental experience was…read moreenough to make you pull teeth! I booked a pickup truck online through their website. Once I got to the location. After I've given my identification and credit card. I'm then told they don't have a pick up for me to rent! REALLY? The associate helping me had the attitude of it is what it is...take it or leave it.. After complaining that I booked a pick up. There was no apology. I was only told that I could upgrade to a minivan. Oh yeah, I was assured that a minivan is an upgrade from a pick up. That made me feel so much better.(NOT!) The associate saw the frustration on my face! YET she tried nothing to make me feel better about the experience! I asked about my AAA discount. I was told that I had to book it online or book it through AAA! WOW!!! I can't forget the "wumdinger" of them all. I asked the associate when is there a pickup scheduled to come back in? She told me there was one scheduled to show back up at 5pm! BUT... there would be NO ONE available to clean it! WOW!!! So why in did you tell me about it then? The minivan had damage to the fender. I had to point this out to the associate. She wouldn't walk out to the vehicle. I had to drive it to her. It was just a bad experience people. After I returned the vehicle they still didn't give me my AAA discount. I know they can do it manually. Because they've done it for other renters I know! I should've been compensated just for the foolishness I had to endure. Needless to say.. I WILL NOT RENT FROM THIS LOCATION AGAIN! Unless.. I absolutely have no choice but to rent from this location! I don't have to beg any business to take my money especially this one! The customer experience with this one particular associate was bad!!! I don't usually call names... So I'll leave her initials. (B. F.) And for those of you that book online. Be careful, there is a drop down box for AAA, AARP, Government etc discounts... BUT.... they don't show. You must type them in yourself. The website doesn't tell you that information. You just have to figure it out. Imagine that! I hope this review helps someone. I'm done!

Prepaid for vehicle months ago. Now no vehicle available. Per manager, Christy, this is a franchise…read moreand are not responsible for corporate reservations. Don't rent from these people if you expect dependable service. And don't prepay for vehicle.

Rented a vehicle from here as always and everything is usually good. One huge problem this time…read more.. What is the first thing a person in this age does when getting into the car? If you guessed it; its plugging up their phone to charge up and talk. Unfortunately, the phone jacks in my vehicle wouldn't charge my phone which made for a terrible cross state drive cause I had flown in and my phone was dead. I got to my destination and call Enterprise. I told them(Charlie) how disappointed I was and he assured me someone would call me soon as I wanted some kinda credit for this because it was a big deal. Almost five hours later and no call. Its a one day rental and I can't do the driving I planned. What a waste. Cmon Birmingham-Shuttlesworth Enterprise. Y'all are usually very good about handling things. All I received is a reference number 35321143. Get this resolved soon, please. I'd hate to dispute this otherwise. I may overlook this terrible inconvenience if you show me some love on the price or give me a nice rental voucher or some. I'm patiently awaiting... I finally had someone to reach out to me from Birmingham. He was willing to do what I felt was right. I requested at least half off since I did need and used the vehicle anyways. I guess that is fair. One simple necessity became a headache that day because I had to handle some urgent matters that were put on hold. Thanks for reaching out and I'm glad things were resolved. For that; I added back 2 stars.

10/18 after having a customer service failure over the fence at Hertz/Dollar, I was able to book a…read morecar rental via Priceline just over at Enterprise. Just a short walk from the terminal to the car rental center, there were two enterprise employees assisting customers, both who for the duration of my short 15-20minutes there kept their composure positive and professional the whole time. Like me, there were multiple customers who arrived, also inconvenienced by the BHM Hertz/Dollar rent-a-car team, some customers did not show the Enterprise team patience however these 2 kept their cool. Shout out to LJ! She personally assisted me, did not try to upsell any additional coverage, although I asked to add LDW and roadside assistance, she was delighted to add it for me, and even provided her recommendations on her favorite BBQ places as a local. She turned my day around and I'm so appreciative of her. She also hooked it up with a very nice rental. Thank you LJ!!!