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March 2024 by Amari Kelsey
The guys here don’t want to work. Justin was happy to tell me his area manager allows us to still make reservations online even though you won’t have a vehicle. I booked a vehicle Thursday and was never notified that the vehicle wouldn’t be available Saturday. I’m sure you all have an idea of how many reservations you have in a day and it takes two seconds to call a person and advise you cannot honor their reservation. Instead they rather have a line full of people telling them they cannot honor the reservation. If I am charged the $100 fee for not showing because you allowed me to book I will be suing Hertz! Then Justin decides to say he will honor another persons reservation and not others based on when they book. It’s ridiculous, you all wasted my time when your system isn’t supposed to even allow bookings if you don’t have a car available. I will be escalating this further because it ruined my holiday weekend and I will never use or trust Hertz ever again. I’m out of my money and still had to find another rental company! Go JERTZZZZZ! Justin also said his manager is Johnny who’s allowing us to still book I will be reporting this location.
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March 2024 by Chuck Teasley
This place is super ghetto everytime I go here they don’t have the car class I reserved they tell you they have another car but it’s more money like how is that the customers fault you don’t have the right car why should we have to pay more money this is the last time I deal with that I won’t rent here again if it was the last place on earth they need to fire everyone at that location and get better workers I can see why they have 2.7 stars makes a lot of sense please dont waste your time making a reservation here
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March 2024 by Shelly-Ann Simpson
Amazing! I had a great experience using this location. Brandi and Bernita were so welcoming and friendly. We wanted to rent a large SUV for my husband to drive our daughter and her friends to the prom. From me calling around to finding the vehicle and to my husband driving to the location to ensure they had the vehicle and ensure it would be ready. They were so accommodating. I had knee surgery and had trouble getting around and they tried everything they could to keep me from having to go in to the location. I eventually had to go in but they were so welcoming. I watched them give the same expert level of service to the other customers in the office.If I should ever need a local rental I will definitely be using this location. A+
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March 2024 by Matthew Tractenberg
Hands down, the most disorganized and incompetent crew of employees I’ve ever experienced. Anywhere. Ever. They claim ignorance and innocence when problems arise. I had a reservation for a vehicle today. I showed up and was told they had no cars. Why did they take my reservation? Great question. They had a different size vehicle though, so I told them I would take it and call their corporate office. They don’t have a corporate number (yeah, sure). They asked for the card that was used to reserve the car. I told them my employer booked the car and used their corporate card and account. They said to take this car, I’d have to call the reservation hotline and cancel the original booking and make another. Are you insane? You book a car out but have none. You offer another but tell me I need to call your reservation hotline. You’re sitting in front of me and claim the website makes mistakes. Not your fault. I will walk before I ever give you my money again.
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March 2024 by Jessica Bolton
Horrible. Horrible horrible. Horrible horrible horrible. Horrible horrible horrible horrible. Horrible, horrible horrible horrible horrible. made a reservation using AAA and it was of absolutely no use. arrived at location and they said they couldn't help me and that I had to call the online customer service to change my reservation. After 20 mins on hold and then dealing with customer service I walk back in with a new reservation and confirmation code only to be met with confusion and told by a new person that they don't even have anything available to rent. Wasted my time for their own fun it seems. Drove down the road to Enterprise and was in and out in 20 minutes, painless! Will never be renting from Hertz or coming back to this location again. Would put 0 stars if I was able.
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March 2024 by Gal Nesher
Forced to wait for so long and still waiting after I had a reservation ready, when I walked in they were trying to make me leave saying they’re closed. Highly do not recommend renting from here
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March 2024 by Karissa Hughes
I was quoted different pricing for different services 3 separate times and was charged much higher, presumably because "insurance will pay for it" which is dishonest and blatant gouging. Services I didn't agree to were on my bill, and they decided to charge me for previous damage that was found only after I washed the car (they gave it to me dirty, due to them being INCREDIBLY understaffed). The entire process also took over an hour at both pick up and drop off due to their systems being practically unusable for agents. The agents themselves were friendly and helpful, but I will never be using an HLE again.
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March 2024 by G Hal
Reserved a car days earlier. After a 40 minute wait, we were told the car (Tesla) was sold. Was offered a full size SUV for 60% more. Terrible customer service
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March 2024 by Md. Saleh Akram Bhuiyan
A lot of people go there but kinda slow service, or at least when I went there
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March 2024 by Sharon Montgomery
I usually use National Rental Car, but on occasion I use Hertz, both at the airport. I would not recommend the Hertz location at 11030 Alpharetta Hwy, Roswell, GA 30076. The location was under staffed and it took over 45 minutes to rent a car with a reservation. Only two people were in line ahead of me. I must give a compliment to the young woman who was working when I arrived. I wished I had her. Another young woman came in on her phone with no sense of urgency even though she saw her colleague with a line of people. She handled my reservation and acted like I was the bother. This was a terrible experience and it will take more characters than allowed to explain in detail. During the rental, I had to take an Uber because I could not use the rental car. I was told by my young woman and her manager that Hertz would not reimburse me. I want to be reimbursed. I will not use this location again.
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March 2024 by Bob Wiles
So slooooow
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March 2024 by RENIEL ORAMA
Brandi is nice person always given a good service
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March 2024 by K B
I used to rent from this location exclusively and have probably rented here 40 times going back to 2019. I rented recently and it is an understatement to say the service has gone downhill. I was told that the class of car I rented wasn't available and my only choice was to take a Kia Soul or pay $75 per day for a higher vehicle class. Then I was told that I couldn't leave my car overnight at the location or it would be towed by the landlord. I was returning the vehicle after hours and they said if i was returning during business hours they would pay for a Lyft or Uber but after hours it was my responsibility. Not sure why after hours makes a difference there. All told, I was there for an hour when picking up the car and I had a reservation. When I returned the vehicle I wrote the mileage, fuel level, and time of the return on the slip and attached that to the keys and put them in the drop box. Then when I get the email receipt, instead of looking at when i brought the car back, they charged me for 2 extra days. When I called to get the charges corrected, the lady acted like it was my fault. I am glad I took a picture of everything when I returned the vehicle. If given the choice, I would not rent from this location again. It is not well managed and is more trouble than it is worth.
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March 2024 by Heather H
I rented a Tesla as I have many time before. have never been offered or informed about EV needing extra coverage for battery issues. I had to wait a hour to even pick up my car from the Roswell location even though I specified the time I needed when I rented.The night before rental was due my charge was 29%. I have a Tesla charging station 8 miles from home and planned to charge fully before I returned car the next day. When I started the car the next (mid) morning, charge showed 9%! Never had this happen before. Where did 20% go?? Attempted to make it to charge but battery drained faster than usual. Called hertz to inform and was told to go through 1-800 emergency services (through Hertz). Did so and was told I’d have to pay for tow even though faulty battery was not my fault. Pretty sure I was also charged for late return. I called and asked for local manager because I was told I’d have to dispute with him. Even the customer service rep agreed that this was not my fault and understood why I was upset. Manager still has not returned my call 2 days later. Tesla recalled all their vehicles just yesterday. I have also heard that hertz will discontinue renting EV out. I find all of this very interesting considering my recent experience. I’m livid and will be disputing the tow charge and any late fees. I have used Hertz for years. I will never do so again.
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February 2024 by TG Nawn
If Google had a rating of no stars I would use that. The customer service for this location needs to be replaced. Quickly- Had a reservation for pending for 3 weeks, got a call 4 hours before my scheduled arrive time to tell me they had no vehicle to fulfill my reservation. No empathy and a lame apology, calmed they could find anything in the district to fill my order. FYI, I live in Atlanta, with the busiest airport in the world. Said I was extremely disappointed with this service as I am a President’s club member and a member of Hertz for 23 years. I did say you really screwed me today and got hung up on.My suggestion, find people who care about what they do, and teach them to think about going the extra mile like your advertisements suggest. I am going to find it hard to use Hertz in the future.UPDATE- no responseI do not believe you are "extremely sorry" about your weak, packaged response. If you were striving to improve service you would look at this location's 2.8 Star rating and start there. I would be shocked if the local management gets this and does something to make changes in the future. It cost nothing to be kind, empathetic, and strive to go the extra mile. As a small business owner myself, you learn quickly to make changes to negative issues swiftly before they become an issue to the bottom line.
