Hertz Rent A Car

This is a rinky-​dink operation if there ever was one but the professionalism of the employees is what made my car rental experience tolerable. Each and every employee I encountered here was super nice and helpful.
There is one employee that deserves special recognition and, in my humble opinion, a raise. Joanne B. knows the meaning of excellent customer service and managed to keep things running on a busy Monday morning in the midst of chaos. I first spoke to her on the phone when I made my reservation. She entered my insurance claim information into the system so everything was all set when I arrived to pick up the car.
The tiny office is located in a strip mall that I’ve driven by a hundred times but never noticed it was there. When I arrived about mid-​morning, there was one customer there ahead of me. Joanne went outside and that lady turned to me and said, «Poor girl, she’s having to do everything.» Turns out, Joanne went outside to vacuum the lady’s rental car because they are short staffed and didn’t have enough cars ready. As we waited, another employee came out from the back room and explained that the third team member broke his collarbone in a motorcycle accident and was unable to come to work. She was headed out to pick up a customer (Hertz will pick you up and/​or drop you off as needed) and thanked us for our patience.
When the first customer’s transaction was completed, Joanne efficiently checked me in. I did notice, however, that she was doing a lot of writing on various paper pads, even though there was a computer right in front of her. It seems like there has to be a way to modernize that process. As she was writing away, Joanne told me that she came in the day before — Sunday, on her day off — to clean cars because there’s no one else to do it.
We went outside to inspect the vehicle. Joanne walked me around the outside of the vehicle and went over a couple of dings and scratches Hertz is are aware of. She apologized because the car was not washed. It was pretty obvious once I opened the door that the inside had not been cleaned, either. I would have said something but by now there was a lobby full of people waiting and I needed to get to work. I called later in the day to make Joanne aware that the car was dirty both inside and out. She apologized and said she must have mixed up my car with another of the same model in the lot. She told me that if I wanted to take it to a car wash, I would be reimbursed up to $ 15. I wasn’t happy about spending my time running a rental car through the car wash but, as it turned out, I drove the car for almost five weeks (thanks, catastrophic hail storm!), so cleaning it was beyond necessary.
At the end of my first week of driving the rental, I called the office to make sure my insurance company had authorized the rental beyond a week. I spoke with Misty, who was very pleasant as she explained that my insurance company has access to Hertz’s system and can make any necessary changes to the reservation. She told me to call the claims center to make sure we were all on the same page and then follow up with her later to be certain everything was in order. So helpful!
Finally, the day arrived and I was ready to turn in my craptastic Chevy Cruze. I went to the office around 2:00 p.m. but no one was there. There was a note on the door with instructions on how to turn in your keys at a drop box at a repair shop just down the block. I had my receipt for the car wash and wanted to make sure I was reimbursed, so I called the number on the note. I’m not sure who I spoke to but she said she was on her way to the airport to pick up more vehicles and that I should leave the car wash receipt with the keys in the drop box and I could go online to get a copy of my receipt. I was a bit skeptical but I really didn’t have a choice. I was actually able to hand the receipt and keys to a person at the body shop, so I felt better about it.
When I got home about ten minutes later, I realized that I left my garage door opener in the rental car. Damn! I called the office expecting to leave a message but a very enthusiastic guy answered the phone and said he had the opener waiting for me. I went back to the office and he handed me my garage door opener and a receipt with the credit for the car wash. Service with a smile!

Worst car rental experience I’ve ever had and I will never recommend Hertz to anyone! They incorrectly billed my rental to the wrong claim number (this was an insurance rental). They caught the mistake almost immediately and claimed they were fixing it in the system as well as noting the order. Another rep came up and tried to correct the mistake as my first rep seemed new. They also supposedly escalated to a manager. However, I received a bill a few months later. I have spoken to no less than 6 representatives about this billing issue including several managers. I keep receiving bills for this even though I have called multiple times to provide them with the correct claim number and the insurance contact information. This company makes promises it doesn’t fulfill from a customer standpoint (they keep promising to call me back and never do so) and they also keep incorrectly billing this. Their excuses are that it is a limitation of their billing system. All my contacts results in people who either promise to correct this or who promise to research and call me back (while never doing so). The original person researching it was either seemingly fired or quit and then was later blamed for the mistake. I am now getting collections calls on this issue even though it has never been properly ran through insurance.
Also, I did research online and it seems like it’s not an uncommon problem for them to send insurance claims incorrectly to collections
From now on I’ll be going back to Enterprise and if I’m ever somewhere that does not have an Enterprise booth it’ll be any other rental place over them!

My experience with the manager, Misty, at this location. She was rude, curt, aggressive, argumentative and blamed me for their mistake. They were over an hour late for a pick up reservation that I had made. When I called to see where they were at she gave me the 3^rd degree about who I made reservation with and said she couldn’t help me since I didn’t know and that she doesn’t hand hold her employees so she doesn’t know. She has no customer service skills what so ever. While I was in the store I watched her butt in (hand hold) to several conversations a colleague was having with their client. She aggressively felt empowered when she got the opportunity to give clients bad news and point out that they cannot (will not) do that for clients. She is terrible at her job and I highly recommend avoiding this business simply because she is a part of their staff. The rest of the staff were great. She is a liability to this business. Misty needs to be a parole officer with those customer service skills, or lack there of. I’d be afraid to work for her too. She was not very kind to her colleagues while I was in the location as well. Grrrr, go Misty Great customer service skills!

Excellent service.
Picked me up a my house and took me to their office.
Easy to complete paperwork.
This is a brand new office set up to service all the auto repair shops in the neighborhood.