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June 2023 by Neil Palmer
This place called me at 5pm the evening before I was supposed to pick up a car and told me they didn't have anything for me despite me having booked AND PAID several months before. I frantically called Hertz 'customer service' to get a car that I needed for two weeks and eventually got one that cost me a ridiculous amount more and gave me 17 mpg - for a 4200 mile trip! In addition to this they wouldn't accept the $700 plus I'd already paid as payment for the replacement so I was out of pocket that money for two weeks until it was refunded. Never again Hertz, NEVER!
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February 2023 by Kathy Salas
Lupe is hands down the best customer service representative I've dealt with EVER! He is so nice, friendly and helpful. He does an amazing job juggling the demands of running a one man operation for a pretty busy Hertz location and he does it with a smile! I rent here often and I always have a great experience.
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January 2023 by m3kgt
Was worried as I wasn't able to get in contact over the phone the first few calls. This location is a one man team and my overall experience was great. Found us a car best suited for a our travels and it was perfect. I left a deposit with my debit card and had a few pending transactions. I let them settle and nothing wrong ever cleared. Was charged the correct amount and had a good experience on pickup and drop off.
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October 2022 by Galina Ryabova
I had a bad experience with this location. The office has only one person who was away, leaving a sign that he was out washing a car with a contact phone number. Called the number multiple times and left a voice mail. 20 min later, the guy shows up and says, "I don't answer the phone while driving." I had some questions and decided to step out for 15-20 min. When I came back, he was gone again. I called again. Finally, he picked up the phone (on the 4th call) and told me I could leave the keys at the counter or wait 20 minutes for him. I decided to drop the keys off. It was a big mistake because we received a bill that was $300 more than the original charges! Mind you, no damage done to the car and tank topped up. Now we have to spend hours on the phone with the customer service to dispute the charges. It could be different if only the staff was present at the location the way it's supposed to be.
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May 2022 by Rich E
Lupe is a bad dude! Guy hunted down a truck for me for work and made sure it was ready within 30 minutes! Manager give this guy a raise he knows how to treat people!
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September 2021 by Cheryl Jennett
So I picked up a government rental here. Big mistake. The car ended up having a slow leak in one tire and needed an oil change, I exchanged it at airport near my destination. Hertz proceeds to charge me fees out the yang. 10+ phone calls later and they said they stand by their $400+ in extra charges for exchanging the car out at the wrong location, miles etc. All of which shouldn't apply with a government rental. Not to mention the car problems were their fault. I gave up and accepted I'm out the $400 because hertz isn't going to fix it. I just decided I'm never using hertz again. The guy at this location even told me he processed my rental wrong but apparently can't fix it??? The location I did the exchange at was in the middle of nowhere and the only location for hours but hertz punished me because they were a franchisee. (Which as a customer you have no way of knowing). The franchisee never answered their phone (even when my tire was flat and my car wouldn't stop beeping it needed an oil change).
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July 2021 by Saam Fakhreddin
Scott has an excellent customer service. After having issues at every hertz location in Albuquerque he was able to help me out. Thank you for the outstanding service.
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June 2021 by Justice Bush
Quoted 222.00 for a car tried to charge my card 722.00 said I got declined obviously if I was expecting to pay under $300.00
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April 2021 by Heather Rountree
We had a really great experience with this location even though we showed up a couple minutes after they closed! They offered to stay late because of the timing of our flight landing and even provided a ride for us to the airport the day we left. We really appreciated how kind and patient the team was with us. Would rent from them again for sure.
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March 2021 by Byte M.
Went in to pick up my Hertz reservation at CarCrafters and was told there were 7 cars on the lot but they were all due for maintenance and couldn't be rented. Just as I was ready to walk out, another customer returned her car and they told me I could have hers...just give them a few minutes to clean and fill it. After waiting up front for about 30 minutes, they brought the car around and handed me the fob. I glanced over the car briefly for damage/cleaning and then took off on my trip. I was maybe 45 minutes down the interstate when I realized the gas tank was almost empty. I pulled off to fill up and tried several times to call them but no one answered so I just ate the fuel cost. I got back from my trip early and dropped the car off around 9:30pm, parking it directly in front of the Key Drop Box. After securing the car and stowing the fob inside the drop box, I took an Uber home and, as I always do, called the following morning to confirm the car was received. Apparently the car was stolen overnight and I'm currently paying $100/day until it's found. I'd purchased their full coverage insurance and am still waiting to hear back from them regarding the disposition. Thank goodness for security video cameras!
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February 2021 by David Certain
What a horrible place. What a horrible customer service. Heartless and shameless. Worse of all THIEVES. After returning a clean car (rented for 20 days) i was charged an $80 exterior cleaning fee. I received a dirty car smelling bad and now I have to pay $80 for them to do external cleaning. Do yourself a favor, Don't rent from them.
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August 2020 by John Chau
bad customer service
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June 2020 by Jesse Davis
Eric handled the return of my rental with professionalism and provided an excellent customer service environment.
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April 2020 by Armando Lopez
The lady need to improve her customer service. I was waiting so long and then as was gone dor more than 15 mins with no explanation.
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February 2020 by Darren DeSimone
30 minutes to get my carActually still waiting now 8:00 car rental
