Hertz Rent A Car

Left me stranded at the airport. Booked my rental ahead of time, arrive at airport Hertz counter at 11pm — no one was there. Used a kiosk to get my rental car assignment and receipt. The car lot # did not exist: my son and I walked all over the lot trying to find the lot number, neither of us could find it. We searched for the car make, model, and license and couldn’t find it. Called Hertz 800 number, but because it was after hours, got a recording to call back during business hours. Tried their Emergency Roadside Assistance, which was another recording, saying it was unavailable. We were stranded at the airport. Had to arrange for a ride from the airport. Called the next day to get the rental, and was told that they showed I had received the car, so it was likely someone else was driving that car in MY name. And I still don’t have a rental car.

Jaime was excellent.
Our flight was delayed, which didn’t get us to the Hertz counter until past 2am (more an hour after closing). I knocked on their back door hoping someone would be working late. Fortunately, Jaime answered and said he’d be happy to help. He gave us the white glove treatment all the way through and got us out of there in less than ten minutes.
Thanks, Hertz, but more importantly, thanks, Jaime!

Great customer service in and out. Gabriella always has a smile and makes sure my trip through is smooth. Thanks.

Will Scott was awesome he helped me get a car super fast!!! awesome business! Time to hit the road!

Brandon F. Is the guy you want to see here!
Service was great! He was very friendly and helpful. He gave us a free upgrade to a nicer car and we couldn’t be happier with our experience.
I will definitely go through them next time!

I have to give it a 1star because I can’t give it zero stars. I was promised by the manager that I would be able to get our car with a late arrival. Instead I get here and find out that they went home and no one will be here until 5 or 6am. Horrible customer service. The funny thing is that each time I come in they tell me this is Hertz new Flagship. If this is their idea of outstanding customer service then I’ll be taking my business elsewhere. There are 3 guys here taking returns, but not one of them can let us out. Poor service and don’t ever take them at their word. They haven’t come through on one «promise» they’ve made.

The service is terrible. There was just one person to serve at Austin international airport Hertz desk, and that one left her place for at least 10 minutes while more than 8 people waited on line. She did not say nothing for the customers. Others companies had at least 3 people at the desk.

As a gold member, I was lucky to be a part of Hertz’s new pilot program in Austin TX, where you can choose any vehicle from a designated lot. This is a great improvement from what we had before where, as a company policy, we used to only get tiny compact cars. Now I can actually enjoy driving when I rent a car and hopefully this pilot program will be available in other locations as well!
Thanks Hertz for listening to your members!

Staff was very helpful. Name was not on the gold list, even though I’ve been a member forever. Got moved from line to line to take care of it. Ended up with a car that was smaller than what I had ordered, and was very poorly maintained, with the engine light on from the moment I started driving. With more time, I would have happily traded it in, but I was late enough when I arrived, so I needed my first car to be the right one.

Great service as always especially from manager Michael who has helped me out few times now. Highly recommend these guys for business or leisure rentals in Austin.

I come into Austin very often (a few dozen times the past 3 years) and I’ve never had a problem as this location is pretty efficient. I’ve received nothing special as a President Circle member, but decent car options with the status. They re-​did the rental car center recently but I prefer the old one that was a closer walk from the airport.

Arrived late in the evening and Jennifer the Manager was extremely helpful and accommodating. I couldn’t have asked for a better experience renting a car. The facility was nice, clean, and modern. If only every rental car facility would replicate the service and satisfaction that Jennifer strives for. Great experience and will only rent from Hertz again.

Absolutely horrible customer service. If you are able to get through to a person when u do they are rude and I was hung up on trying to ask a question .will never recommend hertz to anyone

Hi Juliette. Here is the glowing review that I promised you!
Hertz has a new concept at the Austin airport called Ultimate Choice. I can’t wait until it rolls out across the country! As a President’s Club member, I just go to the well marked section marked President’s Club and can choose from any car in that section. No waiting at the counter. Same thing for 5 Star Gold members, you have your own section. If you don’t have status, then you choose from a section of cars based on your rental class. So if you rented a Compact, just go to the Compact aisle and you will have many cars to choose from. Get in it and go, it’s so easy and intuitive. Also if you want to upgrade it’s pretty easy to see what the cost is to go up a level. You can go to the counter if you want, but I like going straight to the lot, picking my car, and driving away.
Hertz — please roll this concept out across the country as soon as possible!
Chris K.

I have to give five stars to the sweet Hertz employee who processed my car when I turned it in on 4÷18÷16, saw that I was on crutches and offered to give me a ride to the curbside check in, then unloaded my bags for me. I didn’t get his name but he was very sweet and we talked all about music. He said he’d been working there about five months.

My husband and I prepaid for a rental. When we arrived, I could here the customer service reps upselling. We went through the entire process, and then the woman told us my husband could not drive the rental unless we paid a $ 13 charge per day! That would have added an additional $ 100 to our rental. No one would offer any sort of help or remedy. I called customer service while standing in line and was hung up on when they tried to transfer me.
I called to cancel the reservation in full and was hung up on again. I had to call again and ask for the billing department and I was met with I should have called and asked if my husband would have been covered. I explained that he has always been covered at every other rental company so why would I even call to ask a question I didn’t have. Hopefully we will get our most money back. We went a few booths down to enterprise and had a great experience!

Just came back from picking up my rental car and am so pleased! Jennifer Williams was just so fast and efficient it made the entire process such a breeze!
She was so friendly and courteous yet very professional. She took what was a bit of a stressful situation and turned it right around with her attention to customer service.
She was very thorough and pleasant.
Thank you again!

This location has the farthest walk I’ve seen from the Terminal to the area where the cars are — and the signage is very poor. It took us a couple of false starts to figure out where to go.
Get it together Hertz — fix the damn signage in Austin-​Bergstrom International Airport!

Hertz Houston gave me a Chevy Cruze as I requested. First time EVER!
I drove it 312 miles and dropped it off in Austin. They checked it in and there was even a slight discount.
The check in was quick and I was in the airport in no time.

I fly a lot around the country and often get rental cars with Hertz. This location is by far the worst. Very often dropping cars off here I’ll find the staff milling about, looking for loose change in the parking lot or recently dropped off cars, but categorically avoiding contact with customers. Kind of like a colony of urban rhesus monkeys, friendly with each other, but keeping a comfortable distance from people, only darting in to snatch the keys after people have cleared out.
One of the several times I was waiting a long while by my returned car for something special to happen, I made eye contact with a Hertz worker about five car lengths away. He was collecting discarded iPhone car chargers and vent holders and posting them on eBay — not to be deterred by a pesky customer. But he underestimated my Superman laser vision boring into him and his usual deflection techniques were overpowered. Once the heat of my gaze began to sear his fleshy jowls, he looked up at me. Not wanting to ruin my moment I conjured the briefest of questions, «Receipt?» He shrugged his shoulders, «Next time.»
Sure, it was lousy service, but for that brief moment, we connected.