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March 2024 by Honza Antoš
Terrible experience. I ordered a car in advance, I have got the confirmation and when I came to pickup the car, they told me to they are out of cars. Their system screwed the phone number (cut it short) so they could not let me know. No attempt to send at least email. They did not offer any way how to solve the situation, just turned me away. Never again!
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March 2024 by Berenice Herrera
Great customer service
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March 2024 by Daniella Bennett
Nice, clean, smooth ride. Rented for a week. I would rent from here again. Great staff, very friendly and knowledgeable.
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March 2024 by Isaac Linton
Slow and unprofessional
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March 2024 by ahandle292
The Local Rep was very rude and hung up on me, because after telling me he could do x, and then told me he couldn't, so I ask why he now couldn't now and he hung up. Then after he called back claimed he never hung up. So I then called the 800# and tried to speak to a supervisor, the woman there said that she couldn't transfer to anyone and that she was going to hang-up the phone. Apparently this is Hertz culture!
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February 2024 by Laurent Dujeancourt
Pretty hard to find but nice place and nice people
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February 2024 by Ben Mielke
Love the Hertz at the Gaylord Texan. They treated me like family and walked me through my first time renting a Tesla! Thank you so much. You made my trip to Texas memorable!
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February 2024 by Phuong Phan
Based on the experience with the front desk people, I have no trust in this location or its employees. I couldn't pick up my already paid rental because of inaccurate information provided on their website. What made it worse was how the front desk rep handled the situation or lack of handling it. Never acknowledged me when I approached, never asked for my name or confirmation. Never pulled up my rental information, and when I was turned away, I was told that I'll get my money back in a few hours. No confirmation of rental cancellations or refund.
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January 2024 by Sharmaine Williams
Need a number for the local store. The number provided on the website is for the call center.
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December 2023 by Calvary Zender
Please do not rent here. I made the mistake to not look at the reviews before I made a reservation here for 4 days and when I showed up, they didn’t have a car for me and did not provide any alternatives.The day of the rental, I called ahead of time letting them know I was running late and they said I could complete the rental if I arrived before closing. I arrived 10min before closing and the storefront had closed early! I wandered around to make sure I was in the right place and came back downstairs to see that the door to the hertz place was propped open, so I entered and waited at the waiting area for a few minutes. The official closing time was nearing so I walked around the corner and the hertz employees were chilling behind the front desk. They started arguing with me about the time of my reservation and how I was late and how it’s my fault that they didn’t see me waiting outside…bizarre. I tried to redirect multiple times, asking if my reservation could be completed or not, but they continued to argue with me. After a few different attempts, they finally said that there were no cars to rent anyway! It was probably the worst customer experience I’ve ever had.
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October 2023 by elena Diaz-Infante
Hertz Rental Car-Gaylord hotel Grapevine, TXShould be a Zero star choice…The only reason I am giving this Grapevine TX, Gaylord hotel Hertz location a -ONE STAR- rating is because I can't give them a Zero. Carlos, the on-duty manager had numerous opportunities to create genuine Hertz customer loyalty but his actions and attitude were abysmal. I cannot wait to tell my circle of acquaintances to avoid this location. I cannot believe the Gaylord/Hertz connection exists based on my experience last Friday morning.After refusing my valid Texas Drivers License and Carlos explaining your outdated Corporate policies, we acquiesced to the manager’s only solution of me returning back home in order to retrieve my discarded paper driver license renewal. When I hurriedly returned back to his counter no more than 40 minutes later only to discover that he had purposely issued our selected choice to another customer after telling us he would hold our “pre-paid” vehicle for up to an hour. We thought the least your manager could/would/should do is make up for his mistake by finding us something at least as good as what he had given away earlier. Boy was I wrong.Instead of good faith customer service, we were then issued a very used, very haggard high mileage Honda CIVIC that smelled of smoke, having both a filthy interior and visible body damage. He did not bother to review any of the car features with us, nor the Hertz toll road or return fuel policy. When I refused the car, he parroted his stance of “this is what you rented”.No way this category vehicle could accommodate 5 adults as your rental agreement states. Due to our time constraints and distance to travel, we had no choice but to accept the car to continue our long driving day. We spent the rest of the driving day calling your 1-800 phone tree, mostly on hold, trying to correct what your Manager Carlos had stonewalled.After this unacceptable experience, Hertz Car Rental shall be stricken from my contacts. Good luck.V/RJohn Patrick
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October 2023 by Tariq Abu Jbara
This is the worst Hertz location to rent from. They are a bunch of liars and unprofessional. They won’t even let you speak with a manager. This past Friday we had a car reserved. We got a confirmation email from Hertz. Then we received a text a day before saying we might not have a car for you. We called the same location and they assured us that our car is available for rent at the time requested and should not worry about the text we received. We show up at Hertz and the guy working there said well we were out of cars and can’t help you. Horrible service, disrespectful, and rude. I am never renting from Hertz again.
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October 2023 by Jackie Adams
Rented a car online. Was like 0.1 miles away from their store, and they called to tell me they didn’t have an available and went ahead and canceled my reservation, and then I get a $30 charge on my bill. Don’t use them
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October 2023 by Elena D.
Hertz Rental Car-Gaylord hotel Grapevine, TXShould be a Zero star choice...The only reason I am giving this Grapevine TX, Gaylord hotel Hertz location a -ONE STAR- rating is because I can't give them a Zero. Carlos, the on-duty manager had numerous opportunities to create genuine Hertz customer loyalty but his actions and attitude were abysmal. I cannot wait to tell my circle of acquaintances to avoid this location. I cannot believe the Gaylord/Hertz connection exists based on my experience last Friday morning.After refusing my valid Texas Drivers License and Carlos explaining your outdated Corporate policies, we acquiesced to the manager's only solution of me returning back home in order to retrieve my discarded paper driver license renewal. When I hurriedly returned back to his counter no more than 40 minutes later only to discover that he had purposely issued our selected choice to another customer after telling us he would hold our "pre-paid" vehicle for up to an hour. We thought the least your manager could/would/should do is make up for his mistake by finding us something at least as good as what he had given away earlier. Boy was I wrong.Instead of good faith customer service, we were then issued a very used, very haggard high mileage Honda CIVIC that smelled of smoke, having both a filthy interior and visible body damage. He did not bother to review any of the car features with us, nor the Hertz toll road or return fuel policy. When I refused the car, he parroted his stance of "this is what you rented".No way this category vehicle could accommodate 5 adults as your rental agreement states. Due to our time constraints and distance to travel, we had no choice but to accept the car to continue our long driving day. We spent the rest of the driving day calling your 1-800 phone tree, mostly on hold, trying to correct what your Manager Carlos had stonewalled.After this unacceptable experience, Hertz Car Rental shall be stricken from my contacts. Good luck.V/RJohn Patrick
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September 2023 by Tanner J.
Been going here for a month now for work. Don't know his name but the tall guy who works the front desk is always nice and has my car available for me right away. A+ customer satisfaction.
