Since Hertz only auto replies to all negative reviews with the same canned response, I've copy and pasted this review where I can. Hands down one of the worst car rental experiences I've ever had. Zero professionalism or empathy from the on-site manager, Rick. We reserved a rental car well in advance because we needed reliable transportation to take my family to my mother's funeral the next morning. This was not a leisure trip and we didn't want a large vehicle for fun - it was a deeply personal, time-sensitive situation that required a 7 passenger vehicle. When we arrived in town from Hawaii, we were told they did not have the vehicle we rented. Then suddenly they called and said they did but we'd have to wait for them to clean it. Then the story changed and said that this vehicle was actually considered an "upgrade," and we'd have to pay more per day to take it. Our only other option? Pay out of pocket for an Uber to travel two towns over to another Hertz location to get the class of car we had already reserved. So Hertz failed to provide the vehicle we booked, and that became our financial responsibility to fix. Something that has never happened at any other rental company, hotel, flight or any other reservation I've ever made. Because we had no choice, and because my family needed transportation for my mother's funeral, we were essentially forced into paying extra for a vehicle we never asked to upgrade to. When we tried to resolve the issue, Rick repeatedly deflected responsibility, claiming "it's coming from corporate" and that there was nothing he could do. When I called corporate directly, they said the exact opposite, stating that the decision was up to the location manager. I've been in upper level management basically my entire adult life. If you're going to manage a location, you should have the decency to take ownership of problems instead of passing the buck, especially when customers are dealing with something as serious as a funeral. Even in the absence of my specific situation, you shouldn't fail to provide what's already reserved and then push the financial responsibility onto the customer. I will never rent from this location or Hertz again. read more

I reserved my car two weeks ago, it was a large SUV. I received emails reminding of my reservation as normal. I've rented exclusively at Hertz for 10 years. I showed up 9 minutes after they opened only to be told they don't have my car. My entire week was based on renting this vehicle and not only am I being told with a bad attitude that they don't have any cars, corporate is willing to do NOTHING about it. When I called the Hertz support number, they were willing to do NOTHING for me. Then as I was talking, the guy hung up on me! I don't see how this is possible. They had all of my information and I didn't even get so much as a phone call. Not once did the gentleman behind the counter apologize. When I said, "well it's not your fault", he said "you're right, it's not". RUDE, RUDE, RUDE! Thanks for nothing Hertz. I was able to call another car rental company and rent a vehicle, but I paid same day price and it was almost double. I am disappointment and at a loss for words that a large company such as Hertz could dishonor their word and reputation and not think twice about it. I'll leave a review anyplace I can and complain to their corporate site, but nothing I can do will fix the inconvenience they've caused me. WHAT A JOKE HERTZ TURNED OUT TO BE. Very disappointing. read more

Came in here to do a pickup and there was only one person behind the counter. You can definitely tell they are super short staff. The guy handling things was super stressed but still tried to be professional as much as possible. As he was helping, the phone rang and people continuously kept coming in. In all honesty, he did pretty well hanging in there. I gave him recognition and learned that he's doing things above and beyond based on his actual position. I literally wanted to pick up the phone for him just to help. I've been in the position before and it's definitely not fun so if it's taking along time, please try to be more understanding. read more

We reserved a car in February for a trip in March, prepaid as the site request to hold the car. The evening prior to pick up we get a text stating that the reservation was canceled due to unavailability of vehicles. No phone call just a text " Don't have anything for you, thanks for reserving a vehicle with us." This is such crappy business practice. I would not recommend this rental company or this location. Thanks Hertz for really messing up our vacation plans, but hey, what do you care................ Paul D Plano, Texas read more

The Hertz in Frisco, Texas is very good - they are polite, professional and get it done.

I had an incident earlier this morning & State Farm set me up with Hertz which was conveniently located down the street from Caliber Collision where my car is getting repaired. Once my car was set-up I called Hertz for pickup & someone arrived within 10 mins, no issues. I came in and the employee pulled up my info explained everything & got me set up in a 2017 Toyota Camry. I'm not picky with rentals as long as I can get from point A to point B. My only concerns with Hertz: *Why must the office be so sketchy? There are 2 desks, with 2 phones (one on a little side table & 1 sitting in a chair YES A CHAIR!) -- are y'all really penny pinching like this? Plus the few chairs from who knows where. It's not set up in a professional way by all means. *The cleanliness of the rental -- NONEXISTENT! The car was filthy not only on the outside but the inside. There was pet hair all over (lucky I'm not allergic), cheerios, dust & crumbs. How can you charge a cleaning fee but y'all don't even clean the vehicles? This one was my BIGGEST issue, I have so far wiped the car down but they will need to vacuum or detail at least that is completely unacceptable. This is just day one so I will update if needed but again they need a lot of work! They can at least clean during downtime. read more

ABSOLUTELY THE WORST!!! Never rent a car from Hertz. Look up the reviews. Had prepaid to pick up the next day. Called and a VERY rude employee talked me out of renting saying that it could be ANY car they give me, even an electric. Continued telling me that they put a 500 hold on my credit card, plus a credit check, plus and plus and plus!!! I told him sounds like you don't want me to rent a car from you and to cancel!!! Will be reported to the BBB and Attorney Generals. read more

Rented vehicle online using Priceline. Came and was in and out the door in under six minutes. The vehicle is ready and it was clean. There was a problem that was administrative and not the fault of Hertz. In order to resolve the issue, Chris who is the manager went The extra mile to make certain that I was taken care of rapidly and properly. That's the difference between a five star recommendation and something less. He saw there was a problem, stepped up and made a decision to provide excellent customer service. At all times his communications was also superior. I would highly recommend this particular location based on my experience today. read more

Hertz Rent A Car - This little Nissan is called a Kicks. Cute - Car Rental Near Me - Plano, Texas

This location is a joke. The manager is rude and won't let any other employees work the computer so the lines and wait times are very long. I reserved the vehicle through my insurance company and even received a confirmation for pick up from Hertz a few days prior at the body shop. Fast forward to day of pick up and I wait an additional 40 min after the scheduled pick up time and when I walk into the Hertz location, I'm told there are no cars. The manager was not apologetic or remorseful in anyway. He advised that I could wait but there was no guarantee I could get a car that day and I still had to get back to work. He also questioned my rental car coverage which is $50 per day but was told I could only get into an economy vehicle. He finally pulled a car out of know where and advised I could take it. Of course, I did. Upon getting the vehicle, no review was given to inspect the vehicle. I was just instructed to sign. I was told an email would be sent with all the information, I never received it. I don't recommend going with Hertz for insurance claims. Stick with Enterprise. I HAVE NEVER had any issues with them. read more

Horrible, horrible, horrible, horrible. Don't use this place ever again . No cEs. Bad customer service

I made a reservation for a car to rent from Hertz (in Plano, TX) through Expedia. I received a confirmation email and it said that my car is reserved and ready for me upon arrival. When I arrived to Hertz, they told me that they don't have the size of the car that I reserved and offered to give me a smaller size car but for the same rate as per the bigger car. I said I'm fine to take the smaller car but the rate has to change because why would I pay for a bigger size car if I'm getting a midsize car. They didn't agree and said that I'd still have to pay for the bigger size car. My problem is that they: 1. Confirmed that they have the car while they didn't. 2. Wasted an hour of my time going to Hertz and having a terrible experience. 3. Cheated and wanted to charge me extra money for a smaller size car. I didn't end up renting the car and I will never go to any Hertz location again. read more

This place is awful! The manager is extremely rude. He told me I can come pick up my rental at 5 o'clock and when we showed up the car wasn't there of course just like all these other reviews. When trying to come up with a solution the manager acted annoyed and uninterested. At 5:57pm he just said "we're closed" mid conversation and walked off to the back and left me standing in the lobby. I was shocked and couldn't believe how he was treating me and other costumers before me. Enterprise is the way to go if you can or definitely a different Hertz location. read more

prepared to wait a long time as they only have one employee working. It took to get my car and it was already reserved.

We had a terrible experience with this location. The man who works there gave us an old car that had issues also he was extremely rude. We would never choose hertz for rental. Ever again. read more

Herts Plano HLE on 75 is terrible. The poor performance of this location is the result of an inept manager. He has no interest in delivering requested services. I have rented from this location for several years and he is the longest lasting employee so it won't matter if he is incapable or unwilling of delivering services as requested. Hertz is risky. Go Enterprise. read more

Reserved a car a week ago and when I went to pick it up they told me they have no cars. There were several people waiting to pick up their cars in the same situation. We were able to make a reservation with Enterprise same day and they honored it with a car when we arrived. read more

The main number, who you have to call to make a reservation, got my number wrong in their system. So I never got the confirmation call. I called this location, for my rental, and he made it seem like it was all m fault and wasn't willing to help in my situation. Obviously overwhelmed in his current situation. This company needs get their act together. No one seems happy to work at this place and they treat their customers as much. read more

Reservation was under my wife's name. She wasn't with me (flying in next day) they wouldn't give me car. One service lady was acting like she could help while the other shut her down. Ended up taking Uber to hotel. Called Hertz customer service and was told they could have just opened another reservation (like the one lady was talking about doing at the airport) but thanks to the grump it didn't happened. Stressful enough traveling don't do anything to help out anyone, heaven forbid! One star, should be -1. read more

The worst car rental experience I have ever had. Most of my complaints relate to Hertz roadside assistance, but this specific location is rundown and is FILTHY. I wanted to run a vaccum through the place the entire time I was there. Yet, the employees sit watching videos on their phone as if there is nothing for them to do. Also, the way the manager of this location, Tim, handled things after my nightmare experience only made it worse--he basically tried to bribe me to leave a survey for them (which he said I had to write there before I left) in order to get the cost of my rental waived. It should have been waived immediately without questions after the experience I had, but, instead, I had to fight to get 50%. I told Tim there was no way I would be bribed into leaving a good review after the experience I had. As for my complaints about Hertz roadside assistance: my Dodge rental minivan would not turn off, according to my hotel valet. The hotel and the fire dept could not get the van to turn off, so a fireman disconnected the battery. The hotel staff called Hertz and Hertz spoke to me, saying they were sending a tow truck for the van. The tow truck came in the middle of the night, while I was asleep.​ The next morning, Hertz told me they had not gotten the van yet and they dispatched another tow truck. It turns out, the van had been picked up, but they lost track of it. Hertz refused to provide me with an exchange rental van until they could confirm that the broken down van had left my possession. That started a 4-hour ordeal of dozens of phone calls between Hertz, AAA, and the tow truck driver (who wasn't answering his phone). I still had personal belongings in the van that I needed, so Hertz gave me the address for the "tow yard" so that I could go see if the van was there. The hotel insisted that the van had been picked up, and they gave us information about the time and name of the tow truck company. Mark, the manager of the New Orleans airport location, was amazing. He needs a raise. He went above and beyond to make sure I didn't stress out, to do all he could, and finally to get me into another car. I drove almost an hour to the "tow yard" location to try to find the broken van with my stuff in it. Sure enough, the van was there, still attached to the tow truck. But it was not a tow yard, it was a trailer park. All the doors of the van were unlocked--with my belongings inside. I was supposed to be in Dallas, 8 hours away, by 6pm for an event I wanted to attend, but after dealing with all of that, I didn't get to Dallas until 9pm. I asked numerous people at Hertz if they would give me some credit on the price of my rental and I was told by numerous people/depts that I had to ask the location where I picked up the van from. And that takes me full circle back to the beginning of the review where I spoke to the manager of the Plano East location, Tim, about getting some credit for this ordeal. At first, he said he would credit one day. I had to push to get two days off. I told him I didn't think I should have to pay for the rental at all considering I had to drive an hour to find my belongings sitting in an unlocked car in the middle of a trailer park. That is when Tim tried to bribe me for a survey, saying he would only credit the entire bill if I agreed to give a good review--before I left the store. WOW.​ I told Tim that even if he gave me a $500 credit voucher I would not be bribed into lying. read more

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If I could read this company has zero I would. I don't like to leave negative comments about companies unless it serves a good purpose and in this case, I feel the need to warm the public. I rented a car for two weeks and return the car in the same shape it was in. I even took photos before I rented the car and after I returned it. To begin with, I rented the car and was given a car that was way below my insurance allowance. I was allotted $60 a day yet given a car that is on their website for $20 a day. Mind you, there was an entire parking lot full of cars and there was no shortage of rentals. The stunk like mildew and smoke and had scratches that they told me not to worry about. Luckily the person working on my car told me that he would definitely worry about that and took pictures for me. Had I not had those pictures, I guarantee they would've charged me for those scratches. There were plenty of cars on the lot and I was given a car that I did not even know they would be allowed to rent out anymore because it looked so old and smelled so bad. it had high mileage and looked as if it had been on a long long long road trip. As a business owner myself I would be embarrassed to release a product like that. I would fear that others would not come back to my business because they would figure renting such a piece of junk when their insurance allows them almost any car on the lot. They would not even put me in a Ford fusion which is what I am currently driving (certainly not the top-of-the-line card). I find it hard to believe that a Ford fusion is less than $60 a day. It did not help at all to see the person in front of me that shared the demographic of the employee carrying on like old sorority sisters and ultimately helping the customer get a major upgrade on their car for free. That's all fine and good until you put me in a hooptie that was without a doubt way less than what my insurance would pay for. I figured it would only be two weeks so why bother complaining about it. I figured I would just take it as an experience and never go back there again. Yesterday I received my credit card statement and noticed they charged me an extra $300. When I called and they said it was for an EXTERIOR cleaning. First of all, an exterior cleaning for $300? I could detail the inside and outside of both of my cars for that price. Secondly, I had the car two weeks and I returned it and exact same condition as my pictures display. I work from home so the card did not have more than 300 miles on it and trust me, I was not out dirt racing. All I know is that I'm in the wrong business if I can get $300 to clean the outside of a car. I called and absolutely appalled and was informed by the rep that the car was rented out the same day, so if it were that bad why would they rent it out the same day? I did not speak to anybody in the branch to help me because I did not feel confident in their abilities and the rep at the main office was gracious enough to help me. I have to say that it was kind of disheartening knowing that they removed the fine so easily as if they do this all the time. I wonder how many people do not noticed a charge on their credit card and how many times this company gets away with this. I will never rent a car there but again nor any other branch. I am writing this review simply to warn everybody out there about the unprofessionalism at the least, and unethical ways to get extra money from customers. Did I mention that the office also smelled like mildew? Another mute point but worth mentioning. read more

would give a 0 if I could. waited over 2 hrs for a rental which we had a reservation for. very poor customer service. one person working the counter while other employees sat in back office. district manager did not know how to use the system(?) so hid in the back instead of helping front counter person. terrible experienc. BEWARE read more

terrible service, old dirty cars , rude employees - can't get anyone on the phone ever. Hertz used to be a great company, not anymore

Your personal car will be towed from this location if parked on the customer parking lot. I would forevermore rather hitchhike than rent a vehicle from Hertz. We go to rent a car and ask the manager if it's ok to park our car in the lot with the other rentals. Manager says yes. Come back to find our car's been towed and have to shell out $300 to get it back. After getting the run around from Hertz they say that even though they said I could park my car there, they also said they're not responsible for anything that happens to it so therefore they're not liable. This is after getting written authorization to park there from the smarmy manager. Big thanks to the 3303 Plano location. read more

I booked a car here recently without reading reviews and once I read them, I was so so skeptical but I personally had no problems at all with this place! I can't remember who helped me but he was super helpful and friendly, fairly quick (took me 10 min to pick up and less than 5 to drop off) and the car matched up to exactly what we had requested. I recommend this place! read more

Called and verified a pickup four, FOUR times with them at a car repair shop near their establishment, including an hour before the pickup time. 30 minutes late so far and counting. The car repair shop and I both have called them multiple times and could get no answer. Finally someone answered and told me their driver is en-route, and was somewhat rude about it. That was ten minutes ago, and they're 35 minutes late now. This is not how you get customers. An update. After 40 minutes finally had repair shop cancel Hertz and call Enterprise. read more

One of the worst experience ever! We rented a car online and when we get there, the guy told us that he doesn't have the size we reserved. So he offers us a smaller size and he refused to change the reservation to reflect the price. read more

Very disappointing experience. Reserved a premium sedan and prepaid. When we arrived we were told by Jacob that they had run out of that type of car and he could swap it for a Ford F150. This would not work for our needs so we asked if anything else was available. He said his only other option was a Cadillac but it was more expensive. He told us he thought he could get the manager to approve the upgrade for an extra $15 per day - however he had to confirm this with the manager. (keep in mind, the manager is sitting at his computer about 3 feet away) We were upset that we were being charged for an upgrade when Hertz made the mistake, but because we were desperate to get on with out trip, we agreed to pay the extra $15. At this point, Jacob and Tim -the branch manager- get up and go into a back room. When they come out, Jacob tells us that the price is now $20 per day. I ask to speak to the manager - who is again, 3 feet away- and I'm told that is not an option. Total bait and switch by Hertz. We had to just cancel the reservation and go down the street to Enterprise. Save yourself the headache and just rent from Enterprise. It is less than a mile down the access road and the customer service is way better. Won't be tricked by this Hertz location again. read more

These people do not answer phone on purpose and set to after businesses hours on Saturday. I called 100 of times between 9:30am to 12pm. It's ridiculous. read more

This has been a great experience because the office staff and manager went above and beyond to address any concerns that I had about my rental. I would definitely recommend this location and I look forward to doing business with them in the future. read more

I think I'm too generous by giving 1. Very bad customer service! The guy was rude and didn't give us the car we reserved! Instead he wanted to give us smaller car for the same price. Don't go there people read more

I had a wonderful experience with this location. The driver who picked me up was super friendly and courteous. Check in and out was seamless and super quick. The front desk staff were also very friendly, and they gave me a free upgrade. The car itself was clean and fun to drive. I would definitely use them again in the event that I need a car. Thanks for the awesome service! read more

Thank you for ruining our Christmas vacation. If there was negative stars they would apply here. I showed up on Friday December 20th at 3pm with confirmation in hand, just to find out that they did not have the full size car that I had reserved months ago. They said all they had was a pickup or an Escalade. Of course they wanted to charge me the inflated price also. I walked out and found a more customer service oriented rental car place down the road. The rude counter person seemed amused when I walked out. Thats ok. I guess my Gold Member Status means nothing to the company. I will rent from other companies from now on. read more

Customer service lacking. Received wrong rental agreement and when we requested information on the car turned on in - item left in backseat - no offer to look or take name and number to contact later. Stated receipt would be emailed. No receipt received. read more

This location manager is extremely rude and unprofessional. I had a few dog hairs on my pants they got on the floorboard and he wanted to charge me a $100 cleaning fee. No other rental car company I've dealt with has ever had an issue with the cleanliness of a car I've returned. read more

They are crooks. Nobody smoked in the car and it was returned cleaner than when I got it and he still said if I didn't go detail it I would be charged a smoking fee. He wouldn't even have another employee come out and say it smelled like smoke. read more

State Farm please stop using Hertz. I called Hertz on Wednesday (October 24th) to confirm my car reservation (they wouldn't take my confirmation number, told me I'd give that at the counter when I get the vehicle) and then I asked to schedule a pick-up from Caliber Collision in Wylie (and they told me no because they didn't want to lose the pick-up appointment and to call the day of). So now it's Friday, October 26th, and I have my 10 AM drop-off appointment at Caliber Collision. I try calling Hertz at 9:30, no answer. I call again and get put on hold for 10 minutes. Now it's 9:45 and I'm driving to Caliber Collision. I call Hertz again and the guy that forgot me on hold answers and doesn't apologize or seem to remember. I tell him I need the shuttle car by 10:15-10:30, and he tells me to call them once I'm at Caliber because they don't want their guy waiting around on me. Are you joking? I'm two miles away and y'all are 15 miles away (plus with all the Plano parkway construction that's another 10 minutes). So I get to Caliber and tell the nice lady at the counter all the run-around Hertz is giving me and says she will call Hertz to send someone. They put her on hold for 10 minutes, and she has to hang up and call back, just to be told the shuttle would be to my location in an hour to an hour and a half! Caliber Collision and Enterprise are amazing. They took care of me and had a car ready to go in 15 minutes, and I still got a full sized car with no out of pocket. Hertz, I don't know how you're still in business. Caliber and Enterprise, thank y'all so much. read more

My customer service experience was AMAZING! First time I came here and everything was really smooth. Even though, I was coming late to pick up the car, I called Mr. Jacob and he offered to wait for me bc I was late from work. They both helped me out and I was able to pick up my car 10 min after I got there. read more

The guy name Jacob on 3305 N Central Expy Plano, TX 75023 was overwhelmed, overworked, short-staffed, impatient and I witness he had major attitudes with customers, reps in person and on the phone before he even attended to me. He had me called customer service to change the returned location I had to wait 1 hour 15 min to complete the closing returning car because he had to help everyone else first. He was trying to charge me an extra day because it "was 4p " when he finally got to attend to me . He charged me an extra fee of $25 for vacuum when I explained to him several times I had to evacuate a hurricane with 7 children for the last 2 days driving from Florida. I explained to him I brought the gas 3/4 full and I initially received the car on E with the light on , "can we do even trade ?". He was rude, condescending, frustrated, overworked and he takes it out on loyal customers like myself and the others in front on him. Is not fair to be treated this way to hard working paying customers using your company. Hertz needs to do better having their employees understand natural catastrophes like a hurricane and not be condescending to loyal customers and providing their employees staff as resource so they are not overworked and taking it out on customers. The car was completely cleaned out from all trash the only thing was the carpet needed to be vacuum from food crumbs. Jacob needs a different job away from serving customer as he is an awful representation of this company. read more

I've been a Hertz gold member for probably 15 years now. They have never disappointed me. Unfortunately... until now. My experience with Hertz local wasn't "horrible" but it certainly didnt live up to the Brand that I've known and grown to love for the last 15 years. 1. pickup service was over 2 hours late. 2. not open on Sundays and not open later than 6 on weekdays.. 3. no way to drop off car and keys after hours. 4. gas was only 1/2 full 5. Car was older, with plenty of dings and scratches 6. no reserved parking spot with your "number" on it... I heard the manager tell one lady.. just keep clicking the panic button till you find it... WOW ! 7. On return, I heard the Manager talking poorly about one of his employees to a customer.. Very unprofessional. 8. Manager wasn't dressed professionally. 9. The Store was NASTY Dirty. I love hertz. I will always rotate between them and avis. but hertz is my favorite at the airports. That said, I know of an Avis "local" in addison, that I've used before. Next time I have to use a "local" I'm going to the avis in Addision. My experience with Hertz Local certainly lessened the Brand image in my opinion. read more

Located in a small, shopping plaza beside Interstate 75. I haven't experienced any problems when renting cars here. Service has ranged from good to mediocre. Wait times vary depending on how many customers are there. There's limited seating while you wait. I'm usually able to get in and out in a decent amount of time. read more

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