I initially rented the vehicle on 10/09/25 and returned on 10/14/25, the mileage out was 12,894 and mileage upon return was 13,072 (178 miles). Upon return the vehicle was inspected, mileage noted and documented with no damage to the vehicle. Sometime in early December, I received an email referencing an intended claim pending. I called the location from which I had rented the vehicle and spoke to Jessica with the San Marcos, TX location, 1053 S. Guadalupe Street, San Marcos, TX 78666. I told her about the email I had received as it seemed suspicious, she looked up my rental agreement and told me she was unaware of a claim and the vehicle had been returned without an issue. I forwarded her the email as she requested to her email . I unfortunately deleted the email from my messages. I received a second email on 12/19/25 informing me of a claim which had been filed and I was responsible for the damages. The claim was for a windshield replacement on 11/11/25 in the amount of $1,441.29 and the email stated an owed amount of $2198.07 in total. The mileage on the repair invoice was 14,105. I called and spoke with Damon with Hertz Damage Recovery (833) 932 2073, he did not want to discuss the discrepancy on the claim or my concerns. I called the San Marcos location, the phone was answered by a male, he placed me on hold. After waiting approximately 30 minutes I hung up and called back and was placed on hold again, no one ever returned to the call. I decided to visit in person with my concern about the claim. On 12/20/25 I went to the San Marcos, TX location and spoke with Jessica in person. She did not want to discuss the situation; she was very evasive and fidgety with her fingers as if she was now aware of the unusual situation. I asked her for additional information on the claim, as later rentals after I had returned the vehicle after I returned it on 12/14/25, she stated the vehicle had not been rented since I had rented and returned. How is it that the vehicle was driven an additional 1,211 miles since I returned on 10/14/25 and not been rented again prior to the windshield repair? I also asked for time stamped photo documentation, she declined. She then stated she had been on vacation and was unaware of the entire claim. I also have emailed Jessic's District Manager, Matthew. I emailed him on 01/08/26 about the situation I needed to discuss, he has not responded. The claim appears that it was not filed/created until well after the repair of the windshield and well after I had closed the rental agreement. Therefore, I believe this claim is in fact fraudulent and suspicious. I feel this claim requires investigation by Hertz to release me as the responsible party and take appropriate action within your organization as necessary. read more

Our agent a few months ago DYLAN was outstanding! Went above and beyond to help us and make sure we got what we needed in time. Because of this we took his card and furring our next rental we called him personally and booked through him since he was outstanding. Going to pick up the second rental we were meet with a different worker who refused to give us her name. Was extremely short and snobby with us and refused to give us a direct answer as to why she wouldn't rent to us. When asking for the prior manager in training Dylan, she told us "I don't know who that is he probably Dosent work here any more or at all" when I had just spoke with him 2 days prior and asked if he was going to be there the day of. When leaving after being given the rudest, gum-smacking, "not my job not my problem" attitude from this employee we asked a gentleman cleaning the vehicles out front of the establishment her name and he informed me it was Jessica. When asking him about Dylan he said he still worked there but was unsure of his schedule. Heed my advice: DO NOT DEAL WITH JESSICA UNLESS YOU WANT TO BE TREATED LIKE AN INCONVENIENCE TO HER AND HER LIVELYHOOD! Ask for Dylan! 10/10 above and beyond every time and deserves so much more than working with terrible coworkers! If I could split the reviews. 5+ stars for Dylan..... 0 stars for "Jessica" read more

I used them a month ago to rent a car while my truck was in shop. Not the greatest experience but not the worst either. Every company can have a bad day once in a while. I tried to rent a second car from them. Made and PAID for the reservation a few weeks in advance. I called a few days before to make sure everything was OK because the first time, they were 3 hours late on getting me a car. Manager told me that just because I had a reservation and paid didnt guarantee a car would be available. After stressing for days hoping car would be there, I went in this morning to pick up. Manager checked me out and then handed me the key and said your car is out there. I asked if she was going to accompany me for pick up inspections and pictures and she said no. She already did it and car is fine. I walk out to car and was savy enough to start filming and dating my own inspection. Outside car not washed and dirty. Dings and dents all around it. I opened the interior while still filming and was horrified to find dirt, debris, and mud all in the interior. I then noticed that even the headliner was damaged and coming down. I went straight back to the office and asked for a full refund that the car was unacceptable. and gave my reasons why. Manager said she could not give me a refund and I had to do it online. I came home and called the 1 -800 #. After on hold for over 30 minutes I finally got an operator. I explained I wanted the refund and he hung up. Last step, called my credit card company and filed a charged back. If you want to make a reservation on a car and have the stress on whether or not it actually will be there and pay for it, up front weeks in advance, deal with rude management, Get a car that is dirty, dinged up, with head liners falling off, and then not able to get them to do a refund .....I guess call these guys at your own peril. Otherwise run away from them as fast as you can. Call another company. You will thank me for it. Meantime, spring break...no other cars available anywhere and I am just out. I wonder if they planned on filing against my insurance for the damage of a car I received. What rental car company in the U.S. doesn't do an inspection of a car and hopes you drive off with a damaged car? Incompetence? stupidity with management? OR, They simply do not care? Either way do not use them. DM me. I will show you the video - its horrifying. read more

I was in desperate need for a car after mine broke down on the day that I absolutely couldn't NOT have transportation. After calling another rental place and being told no cars were available, I was in full panic mode. But once Del answered the phone with a friendly voice, I felt a little better, and then when she didn't just send me to the website for my answers or to rent a car, I knew it was going to be ok. hWhen I went to pick up the car the next day she was in the office and so was Tammy. They were funny, upbeat, and very thorough! read more

The car was filthy. There were stains all over the seats, nasty. The office never answers the phone and they are impossible to work with unless you go to the office. AWFUL! read more

I can truthfully say that I have never had a worse experience with a car rental agency. I rented a car from Hertz in July 2023. It was a one way that I picked up at the San Antonio Airport. Pickup went fine, and I prepaid for the car and provided a credit card as collateral. I returned the car on time 24 hours later in downtown Fort Worth. The location was difficult to find in a maze of one-way streets at 5 pm. I finally found it, and saw that many other cars were being returned at the same time. My friend had been waiting for me over 30 minutes. She watched me pull up and park the car. I want inside and left the contract with the keys on the counter because no one was in the office except a man who said he was not responsible. As I was leaving a young attendant came in. I briefly indicated where the keys and contract were and left. I had inspected the car and knew it was clean enough to be vacuumed and re-rented. Two days later, I received a $400.00 cleaning charge for the outside of the car, which was spotless. When I called to ask about this, the woman was rude and combative. I spoke to a second person who removed 300.00 of the charges and said that , no it wasn't the outside, now it was the inside. I contested the charges and ended up having to pay an extra 100.00. No one from Hertz actually called me to discuss the issue, but one woman wrote me an email saying how sorry she was. Clearly, not sorry enough. I believe that the attendant and the first CSR just had a problem with me because I am white. I'm surprised to be saying this, but it appears to be the case. Hertz needs to do better diversity training. Not all angry white women are threatening to you and not all hurried white women are trying to be dismissive of you. I was a rental car agent when I was younger; I know it's difficult. However, using someone's credit card to express an emotion is illegal. read more

Trust the reviews on this one, this place sucks. I had to rent a vehicle to drive my family from Houston to Austin after my car unexpectedly broke on our way home. Thankfully Hertz was able to provide us with a vehicle that fit our needs and got us home. Picking up the car was easy. Drop off was easy, they actually didn't even have me stick around while they inspected the car, literally just dropped the key and left (not sure if this is normal or not). Fifteen minutes pass and I get a call saying they are charging me $330 for a smoking fee because the worker claimed she smelled smoke in the car. I do not smoke, my girlfriend does not smoke, her mom does not smoke, and our 4 year old in the car with us of course, does not smoke. After explaining to the associate that there is no way this is possible, she put me on hold and asked to return my call. She calls back soon after telling me she had 3 other people check out the car and that it smelled like smoke and they are closing the contract and charging me. I asked for a manager, they say she's out and they have no idea when she will be back, whether it be the same day or later that week. I asked how to escalate this - "I don't know", she says. I asked for a corporate number - "oh there isn't one in front of me", she says. The only proof they have is that 3 other people claim that it smells like smoke. I feel completely scammed. Poor customer service and poor policy. I would not recommend this company to absolutely anybody, even if there were no other options. read more

Horrible! customer service. They will give your reserved car away if you don't arrive at the exact time your booking starts. And one of the employees will laugh the whole time this news is being delivered to you. And they will do it with absolutely zero apology or care. They will leave you stranded and offer no assistance. They will give you their office number (upon request) to call to speak with the manager, but no one will answer that phone. This storefront runs all three SM locations, so choose Enterprise. I honestly can't remember more egregiously awful treatment by a business. Tamara told me that she gave my car away and even though she had one more in the inventory (that she could give me for an up charge!), she didn't like that I was upset that she'd chosen to not honor my reservation so therefore she would repeatedly let me know that she would not rent me that last available car between SA and ATX. Not cool Tamara. Not cool at all. read more

Same here it would be zero if that was possible. Was getting truck fixed crew cab Chevy got a hyena something or another. I'm 6'4" and 300 pounds it doesn't fit me at all. I'm disabled and can't hardly walk after driving it. Usually if I drive it I have to stay home for a few days to get over it. They listed the bent rim on rental slip and it sure makes a lot of rumbling noises if they try and give you this pos tell em no. Worst exsperience with a rental car company I've ever had period. I used to rent a vehicle about 20 x a year never seen anything this bad ever before. Apparently these folks just don't give a sheet about anyone but themselves and that paycheck. Aren't at all worried about hertz doing anything apparently but hertz is gonna hear about it as well as my insurance company who has to cover me if the unsafe car is wrecked. read more

We rented a vehicle for the weekend and upon returning it, we we're told that we'd have to take it to get cleaned or they could do it for $300! I have rented from Hertz many times at other locations and have never had any problems with returning a car that had normal driving-related need for a wash and vacuum. We took the car to a local shop and had it cleaned for $25. Obviously this place isn't set up to handle the basic responsibilities of a car rental facility and the customer is left to to their job for them. Needless to say, they've lost any and all additional business from us and those we know. read more

There's a reason they only have two stars. They got us to paying additional insurance on the rental vehicle without disclosing the price and were not transparent. The first time we discussed these charges they said they would drop them, but after calling again they would not. They have poor customer service and are incredibly rude on the phone. Do yourself a favor and stick with enterprise. read more

the worst customer experience I can remember. my insurance company made a reservation for me while my car was being repaired. I called to verify my reservation and explained I needed a car, verified the size of car and was told to call back in the morning. I did just that, when calling back I had the same agent I talked to the day before and I asked when I could pick up the vehicle reserved. I was told she "didn't think I was wanting the rental and summarily they rented the vehicle I should have received. I was disgusted and voiced my opinion and again my need for a vehicle. I called back again (which takes 25 minutes at least on hold). I was told after the wait they still had no cars even though I had a reservation. the employee (same employee). I began to question why they had left me without a vehicle and also what gave her the right to decide for me regarding the rental when she hung up. DONT RENT HERE THE ATTITUDES AND SERVICE SUCK!!!! read more

The most unorganized rental car experience of my life. I was supposed to have a jeep grand Cherokee and all they had was a suburban. I didn't want to suburban because of the gas mileage. I was then told I could trade out the car at the Hertz location at the Austin Airport. They wouldn't trade out with me either. The manager never contacted me unless I contacted him and I'm still waiting on him to return an email and a phone call that I made to him. Do not deal with these people. read more

Should be a ZERO star. This branch SUCKS. I am a Hertz GOLD member, which should tell you how often I rent from Hertz. MOSTLY when I travel. This branch is a local branch nearest to me and I have rented about 5 times now, over the last couple of years, and every single time I say it will be the last time. Then 6 months later I give them another chance and realize why I ALWAYS say this will be the last time. I have NEVER gotten a car from here that was in rentable shape. The last one, reserved for an entire week, and the cruise control didn't work, and the radio didn't work. And this is NOT an usual event for these guys. I picked car up on Friday morning, and brought it back first thing Saturday morning, DEMANDING that they put me in a reliable RENT READY car. It only took 5 cars being checked out by the attendant before he found one on the lot that DIDN'T have a problem with it. And don't think I didn't notice that that set of keys came from the non-rental side of the box. HMMM. Stashed for a friend or employee, would be my guess. Once I rented from here and went on road trip, got in car next morning and there was a very, very, strong smell of marijuana. (No I swear officer that isn't mine) That one got exchanged with a local Hertz place in Louisiana. I was NOT going to drive it, PERIOD. Manager of this place is easy to find. Every single time I have been there, both picking up and returning vehicles, he is outside smoking. EVERY SINGLE TIME. Same manager, different employees, same terrible condition of cars and selections. Easy to see who the real problem is, to me. If you rent from this place, thoroughly check the car out. THOROUGHLY !!!! And don't be surprised if the first one, or two, don't make the grade of ready to rent. read more

I rent from Hertz pretty often and this is not a typical or particularly good location. It's a collision center rather than a regular location, and they don't have the staff or facilities to make the experience what you expect from Hertz. The cars never have a full tank of gas, so you've got to guess how much to put in to get the car back to the level you got it with. The car I rented today was filthy on the outside because (I'm assuming) they don't have a facility to wash the cars, and quite high mileage for a Hertz car (over 40K). Also, twice now, despite having given them my AAA card and specified that the second driver is free with AAA, I find out later they charged me for a 2nd driver anyway. As the two stars says, just meh. read more

Set up car rental online. Car was ready when I got there at specified time. Quick and easy. Will rent from them again. Looking at Rent to Buy program as well. Location is a bit awkward but if you GPS it, no problems. BTW, 5 days after returning the car, I realized I had left a spare set of my keys in the rental, that conclusion came after hours of sorting through my home, shed and personal cars looking for them. Called the San Marcos Hertz location, they had them! Amazing. read more

I should've read these reviews before I bothered renting here. But Enterprise was sold out or would've never brought my business. I get here to pick up my car for my reservation and they don't have cars. I get 2 employees blame the area manager for "not turning off the website" as the reason they don't have cars. "It's not our fault" and the other cheerleader in the office saying "I feel for you guys, it's not your fault this doesn't fit people's agendas!" Wait. What?? Agendas?? You mean your customers work responsibilities that require travel in a rental?? Oh that agenda! Really? Trust me. YOU GUYS are not as inconvenienced as the customers for who you can't deliver a product! It's not like these reservations are walk-ins. So my choice was to "wait until closing time to see if we get any cars in" before they close. Highly doubtful. 3 customers walked out. So they are hoping to turn over cars in 30 minutes before they close. Not happening. DONT RESERVE HERE IF YOU EXPECT YOUR RESERVATION TO BE MET! read more

I don't ever usually write reviews and when I do it's always positive, this company deserves less than 0 stars. I was beyond blown away by the horrible customer service I had at this location and with the customer service on the phone. My appointment was at 6:00pm I arrived at 6:05pm. Called them when we were on the way said the had the car ready. I prepayed online for a week rental and when I arrived the Doors were open people were inside, asked the man at the desk and he immediately said we are closed sorry I can't help you. I drove with my husband and my 7 year old boy almost 45min to get this location. He shut me down, I begged him because I need this car for the morning, my husband leaves tomorrow and have to be at work. No. Sorry he says. I ask for anyone that can help he hands me a business card and then I'm out the door. Get on the phone asap and am treated terrible, apparently my reservation was not even valid with the woman on the phone, even though I had a confirmation code and money was taken out of my account. She tells me," no we can't except a debit card "which was not even the issue to begin with!!! Almost an hour later of her talking trying to find me another car she says "oh it's going to be double the amount and you have to have a premium membership to even get a car" which I don't have.... why did they take my money and why couldn't they find me a car at a different location for what I had already prepaid???? So now I'm left stranded without a car ...oh but they charged me for pre-pay and now left with out anything. Completely terrible they could do this to people. I'm I shock and have no way to get my 1st grader to school tomorrow and will have to Uber. My apt was at 6pm. 6:05 I'm shut down. My husband and I rent a lot of cars and have never had this happen. Worst company ever and NEVER will rent again. read more

Every time I've rented here, I've received amazing service. The staff are professional and polite, and they've kept me coming back.

This location is horrible! If I could give it a zero I would! The interior is filthy and the desks literally are falling apart ....only one person working each time I've been there and they really don't know what they're doing. It took over 45 minutes for me to rent a car that I had reserved ahead of time... then they gave me a vehicle that literally has been turned in by the person in front of me and didn't clean it!! When I came back to return the car (even though they are supposed to be open) no one was there and they left a sign on the door to leave the keys at the auto dealership in front. When I went to do that the auto dealership told me they have no connection with this car rental and it would be like leaving car keys with a complete stranger! So I had to make another trip to town in order to turn my car in once they were back in their office! Completely not helpful..... getting the car and returning the car took way too long and was extremely frustrating in the process. I would never ever recommend this Hertz location to anyone! Go somewhere else, anywhere else to rent your vehicle!!! read more

They were supposed to deliver car to airport and that didn't happen. Got to office and had hard time finding our reservation and then the car want even ready. I will not be renting again from them!!!!! Very very disappointing read more

We went to San Marcos to visit family. Had a reservation made a month in advance for a rental car. Was to be car similar in size to a Toyota Corolla. We got there and they had no info on our reservation and only one car on the lot to use. A Yaris . Not even close to what we needed or requested. We made the reservation thru Car Rental. Com who went thru Hertz. We were quoted and paid one price with Car Rental.com and they said that is what we would pay with Hertz. Not the case. We were charged over $50.00 more with. Hertz for the small matchbox car we had to take. No choice. We notified Car Rental.com the day we got there of the incident and was told it would be resolved and we would get our money back. It took over 3 weeks and numerous emails and calls to finally get the $73.71 credited back. We still had to pay the $126.00 to Hertz since they did not honor the agreement with Car Rental. Com. We will never use CarRENTAL.COM AGAIN .. or Hertz due to this incident. Very very disappointed in the whole ordeal. read more