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September 2024 by Jc W
The customer service at this location is awful. I exclusively use hertz when renting cars since my job has a corporate discount. I will never use hertz again after my experience. I had originally wanted to pick up in McKinney but was notified last minute a truck wouldn’t be available there so I had to go to this Plano location. The front desk person mentioned he was aware of this and still gave awful service. I set up the reservation under my name and the card I used on the app was in my name. We even mentioned I would be the only one driving bc it was a big truck. My wife came in with me and at the counter when he asked what card we wanted to use my wife handed her card with out thinking. Well the guy at the counter changed the reservation over to my wife’s name and charged the card THEN told us it’s $14 extra per day to list me as an additional driver. When I asked why he did that he said the reservation has to be in the card holders name. I told him he could have let me know and we would have just used my card but he did all this and told us after the card was charged. When I pointed out that was bad customer service he just LAUGHED. When I asked why he was laughing he just shook his head. I couldn’t believe this…. I work in customer service. All he had to say when my wife gave her card is “well if you use her card we need to put you as a driver and it will cost more. or we can just use your card”…..How hard would it be to explain that??? Seems like they intentionally add on extra cost. Every other hertz location I’ve used the experience has been great so this is extra upsetting.
*****
After 2 weeks I finally got an email from hertz
“Case Id: 1765-818167
I've reviewed your comment and discussed the situation with Brandon, who helped you at the counter. Brandon and I have gone over how he could have handled the situation more professionally.
My apologies for your experience”
I feel like more should of been said but maybe I just have higher expectation
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Newest update: Brandon, the guy that assisted at the counter, lied and told his manager I didn’t have a credit card in my name while I was there and that’s why he changed the reservation to my wife’s name. I explained that wasn’t true and was told the situation would be investigated further. That was a week ago and haven’t heard any update.
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August 2024 by Elizabeth Aguinaga
Well i made a reservation a week before and even went in person 3 days before im supposed to pick up the car and confirmed with the associate and he confirmed my reservation and that everything was set, well i get a text message the night before im supposed to pick up the car that my reservation has been cancelled because they don’t have cars available, i will never go back to that hertz, I should have listened to the reviews! Please avoid this place! And Hertz please don’t reply with an automatic apology message it’s not good enough!
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August 2024 by Sam A
I made a reservation for a compact car. The only person working there told me they could only give me a half-charged electric car for my reservation after waiting for half an hour. He offered me a gas car for an additional charge. Other people should expect to be hit with additional charges after making a reservation for a specific type of car.
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August 2024 by Maurice Cobert
Understaffed and poor service.
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August 2024 by Jaswanth Madduluri (Jashu)
I recently rented a car from this location and it was a great experience. They always have a wide range of vehicles available, making it easy to find what you need. The check-out process was quick and hassle-free.I was also impressed by the selection of luxury hybrid cars. The manager Kelly Quinn and the staff clearly takes care to offer high-quality services making it so convenient to rent a vehicle.
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August 2024 by David Luyeye
I am now a reoccurring customer since 07/2024 and am very satisfied with the service. Kelly Quinn is usually who assists me and professionalism is superb. There is also another agent who assist me and both do a fantastic job. The staff has familiarized themselves with me by now and I now have made this the location of my choice because of how the staff makes sure I am well taken care of as a reoccurring customer. I give this branch 5 stars with maximum respect.
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August 2024 by Tahir Haq
This place is fraudulent.
They double charged me for an upgrade and I called them out on it and they said they'll fix it. They never did.
In addition the "convenience" fee of the tolls cost as much as the tolls itself. They bury this in the fine print.
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July 2024 by Keith C
I do NOT recommend any one use this Plano location. Instead use the Addison location and interact with a guy called Riac. He is tall black guy, very professional and straightforward.
I had a State Farm insurance claim for a rental that was sent to this Hertz Plano location. I had called this location earlier that day and spoke to Jesus and Aaron .
I asked about pickup. Aaron said none was available so I got a ride to the store. While both Jesus and Aaron were polite and professional on the phone, it was a completely different experience in the store.
When I entered the store, I asked the male rep if his name was Aaron and he said "maybe". This male rep at the counter has large tattoos on both of his wrists. When he finally started talking to me, his demeanor was rude and threatening. It seemed he was trying to use an intimidating and threatening stance to get me to buy unneeded insurance. He started shouting at me that I need to purchase loss and waiver damage at $24 a day. He stated the $24/day is mandatory because "Hertz leases its vehicles in Texas".
I countered with four points:
1.) The Hertz website clearly states that purchasing the insurance is optional.
2.) I already checked with State Farm that I didn't need to buy insurance and I could use my own.
3.) If Hertz leases all its cars, how is it that my wife bought a Hertz Infiniti QX60 vehicle?
4.) I told him I have rented at least a 100 Hertz vehicles in Texas and around the nation mostly on work, but also while on leisure and I have never been forced to buy insurance.
I asked him to show me anything written down but he kept shouting and told me to take it up with State Farm.
I called State Farm. The agent said the Hertz rep is incorrect.
I went to the Addison location and no problems with the rep there, Riac. He didn't force me to buy any insurance. I rented the car for several weeks and returned it. No problems at the Addison location.
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July 2024 by Paula Sternicki
Great experience. Great car. Great service
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July 2024 by kay reeder
I had such a great rental experience at this location! Kelly Quinn, the new branch manager, was super helpful and made everything so fast and smooth. Both picking up and returning, took only 5 minutes! Also, the Expedition I rented for a week long trip to Arkansas was perfect. This will be my go to location from now on!
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June 2024 by Donald Triplett
I recently had the pleasure of renting a car from the Hertz Plano location at 3933 N Central Expressway, and I am compelled to share my wonderful experience. Often, people only write reviews to complain, but it's crucial to recognize those who go above and beyond to help. My experience at this Hertz location, particularly with Kelly and his new protégé from Puerto Rico, was exceptional.
After being involved in an accident, I was understandably stressed and anxious about the entire process. However, Kelly's professionalism and genuine care made everything smoother and more manageable. He truly excels at customer service, ensuring that each customer's needs are met with kindness and diligence.
As a self-proclaimed Tesla enthusiast (LOL), I was very specific about wanting a Tesla, preferably a larger model to accommodate my work-related materials. Kelly went out of his way to search high and low for the perfect match, demonstrating a level of dedication that is hard to come by. While they may not always be able to secure the exact vehicle you want, they will undoubtedly do everything in their power to meet your needs.
I highly recommend the Hertz Plano location for their outstanding customer service and dedication to making the rental process as seamless as possible. Kelly and his team truly care about their customers, and it shows in every interaction. If you're looking for a car rental experience where you feel valued and well taken care of, this is the place to go. Thank you, Kelly, for turning a stressful situation into a positive experience!
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June 2024 by josy mammen
Made reservations for mini van 1 months ago when I get there they said no van available. I told them find me another but didn’t happened.. The manager was rude he talk act like he don’t care about customers.. I will never rent from here . Very bad customer service.
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June 2024 by Roberto Botello
Dear Hertz Management,
I'm concerned about the behavior of your managers. They often seem rude and unprofessional, which affects the customer experience. As someone with many years in management, I believe new or better-trained managers could greatly improve your service.
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June 2024 by Praveen Kumar Satti
The telephone operator lady didn’t even tried to listen my complete sentence and hung the call. Very unprofessional. Not sure in what hurry they were which was more important than a customer
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June 2024 by Han Nguyen
Hertz canceled the same day than double charge me for no show.
Trash Employees… comon guys.
