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September 2024 by Rasheeda Williamson
The worst car rental and customer service experience ever.
First off, the customer service was shockingly poor. When I arrived to pick up my vehicle, I was met with a rep who was far from warm and inviting. My reservation was handled by the car dealership whom requested a large SUV. When I get there, I was given a crossover truck and told that was the largest they had and to call back tomorrow to work on switching to a bigger truck. Additionally, the condition of the car was subpar with a rattling noise near the driver side door. I was forced to listen to this noise while driving.
Fast forward - I call the next morning for assistance, the agent consistently answered the phone and would immediately say thanks for calling Hertz, please hold. I was put on hold for what felt like an eternity. Once I would hang up and call back, the agent would again say thanks for calling Hertz, please hold. This happened four times within a 10 min time frame. When my husband called mins later, he was able to voice his name and convey that he was calling regarding a rental and she hung up on him. We called back and the phone was taken off the hook.
I took the car to the dealership within the next hour and told them I would be securing my own rental, which I did from Enterprise. I rent cars frequently for soccer travel and I've always had a superb experience with Enterprise and Avis.
While checking my checking account today, I noticed that Hertz did not return the $50 deposit. When I called to inquire why, same playbook: thanks for calling Hertz, please hold. I will be contacting my bank to contest it.
Overall, my experience with Hertz was one of the worst I’ve ever had with a car rental service. Their lack of professionalism, customer care, and basic vehicle maintenance is unacceptable. I strongly advise anyone considering using this company to look elsewhere. Save yourself the headache and rent from a company that actually values its customers!
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September 2024 by Dylan Wintersteen
Absolute Ripoff
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August 2024 by S P
I would give a 0 if I could! TERRIBLE, UNPROFESSIONAL AND JUNK CARS! THE FEMALE AT THE FRONT DESK IS RUDE AND LIED TO ME! I spent over 2 hrs at this location changing cars due to missing hubcaps, bad tires, inside and outside damages. When I dropped of the rental the same female employee from the previous day during checkout told me everything was fine and there were no additional charges. The next day I received an email with a $40.88 charge for gas. The car wasn't full when I picked it up. The return fuel was same as when I picked up the rental. When I called this location to asked about the gas charge, the same female employee that told me less than 24 hrs ago that everything was fine and no additional charges, had a different attitude. She told me that the bill was final and hung up on me. She didn't answer the phone when I called back. This is a TERRIBLE LOOK for HERTZ! I will share this experience with my corporate clients to stay away! I have been with HERTZ for many yrs. This definitely took me by surprise.
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August 2024 by J Sharp
As a Presidential member I could not believe how my experience ended. I rent cars from Hertz to much to be treated like my business doesn't matter. Someone really needs to look at how the staff treats customers at this location. To charge me for an entire day assuming when I dropped a car off vs reviewing the tapes to confirm is ridiculous! Completed my contract and its wrong. Then verbally changing the way you apply fees is also concerning.The number of complaints your location has should be concerning, but probably not because people need transportation. I hope customer service will help me resolve my concerns!
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August 2024 by Claire Welmering
I rented a car from this location yesterday and have had a positive experience so far. I showed up early and anticipated a wait on my car, which there was. It was being cleaned so I waited out front. 15-20 minutes went by. Employee Vanessa kindly came out and gave me keys to a different car so I did not need to keep waiting. I hadn't asked or complained on the wait time, so this was a great surprise! Thanks for your stellar customer service Vanessa!!
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August 2024 by Emy D
Made a reservation, mind you, I am without a car and that’s why I’m getting a rental, upon arrival the lady just tells me “you’re on the do not rent. Come back tomorrow.”
I’ve been renting cars for the past 4 months without any problem…like what? How tomorrow is gonna be different?
Now I’m stranded at their shop until someone can pick me up.
They better give me back all the money I have put down so far.
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August 2024 by AmericanGoogle “BBB” Consumer
These Thieves took my money and promised me a refund and I STILL HAVE NOT RECEIVED IT! I will never, ever use Hertz for MY travels. Horrible long wait for customer service on the 800# as well.
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August 2024 by mamed izatov
I made a reservation a day in advance, received a confirmation by email, when came to pick up they sad there is no available car, the employees behaved incorrectly and the service was not good.
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August 2024 by Gloria Morgan
This was my first time renting a car from Hertz at this location. I was disappointed with my recent experience. The customer service was HORRIBLE. The young lady who was during customer service had a bad attitude. When I entered the building she did not speak. The manager whom I asked about my reservation on my car he told me that the car was being cleaned. I sat in this location for almost 30 minutes. The manager seemed as though he didn't care. This level of service is unacceptable. Customer service needs to have more training on their attitude. This young lady left customers at the counter and did say anything to let them know she would be back. She went to the back office and left the customer to answer a phone call from another customer. I recommend caution to anyone considering renting from this location. Customer service SUCKS and the manager as well. DO BETTER!!!
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July 2024 by Andrea Cade
My online rental experience with Hertz was seamless and I received a newer clean car . I reserved the car during Fourth of July week and had no issues. The only con that I’ve experienced is no one answers the phones and or the phone constantly has the busy signal so you’ll have to wait 10 mins plus to get through calling the 1-800 number.
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July 2024 by s An
As a Hertz Gold Member who frequently uses Hertz for my rental car needs, I am extremely disappointed with my recent experience at the Lawrenceville location. Despite having a confirmed reservation, I was told upon arrival that no vehicles were available and there was no estimate of when one would be.
The manager, who I expected to provide some form of solution or alternative, offered no assistance or options. This level of service is unacceptable and not in line with the positive experiences I've had at other Hertz locations.
This situation has caused significant inconvenience, and I hope Hertz addresses this issue promptly to prevent future occurrences. Until then, I recommend caution to anyone considering renting from this location.
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July 2024 by Wanda Postell
The worst customer service I have ever received from a car rental facility. Had a great experience at the airport and Atlanta with hurts and decided to use my local hertz. This has been the third time I’ve used them and I’ve had issues each time were that were giving to me Tire pressure light Warning light was on on one of the vehicles and then was charged for gas when I fill the car up in the parking lot of the Hertz at the Kroger’s. Was such a hassle to get back my money. So if you’re going to use this agency, please take a picture of your Prior to turn it in. Make sure that you do not sign up for them to put the gas in that this is a service that you do not want to sign up with them. I never use the prepaid service And always choose to fill the car up on my own before returning it and even with that I was charged for gas. The manager, Vanessa, and many of the other staff that I do not know their names were so incompetent and rude. I will never use her Lawrenceville again counseling my Fourth of July van rental with them now
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July 2024 by Alina Chantel
If I could leave a zero star review I would. The guy at the counter was a complete jerk. I’ll never come here again.
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July 2024 by Lonte Price
Rude and hangs up when you call
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July 2024 by Kimberly Jones
This location has the lowest rating of all rental companies in the area for a reason. They provided the worst experience possible. We arrived just before closing and as soon as I walked inside a female stated they were closed for the day. I advised her we had a prepaid reservation. She came out front asked the name and looked in the computer. She then said oh this reservation was made last minute, we don’t have anything. My husband advised there was a Ford Explorer out front that fit our reservation class. She said that isn’t ours. We asked about another SUV and she said that is rented to a customer that booked their reservation weeks in an advance. She stated she was not obligated to rent to last minute renters and we would have to come back the following morning and see what was returned. Upon arrival the following morning, we watched them rent the vehicle she had stated wasn’t theirs. She then went on to say she had nothing. A man came out front and stated he had a Tahoe available but it was getting an oil change. Another customer comes in and she has a minivan reservation. She asked for something else since it was not enough room. He then Tells her she can get the Tahoe. My husband asked how if he was just told he could get that vehicle? He says she had a minivan reservation so she gets the Tahoe. Then we ask about a Suburban the same customer was not getting and the man says we can rent it. He takes my husband’s license and credit card, gets the keys and says you’re lucky we aren’t charging you for the upgrade. My husband states it’s not about an upgrade, we were supposed to be gone yesterday, postponed my business trip and losing money. The man then says, “Wait let me see if I can even rent this to you”, walks away and comes back to say “Nope can’t rent it”! At this point we are contacting Corporate and the agent can’t believe the experience. They are working to assist us now. If you live in the area, go to another location or Budget on Pike, the customer service is much better. The staff here is racist and the service is terrible!!
