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April 2024 by Abdul AB
The manager refused to give the car even after booking. He was in no mood to give the car. The worst experience i have had with hertz being a presidential club member. Do not rent here at any cost. The manager does not even care if he gets any business
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April 2024 by Adam Griffith
First call-out: No after-hours return box at the Plano East HLE.Second call-out: Hertz Platepass does NOT charge $9.99 per toll booth plus the non-discounted rate. They charge a $9.99 day fee plus all the non-discounted toll booths you go through.The rep frequently mentioned in many of these Google reviews convinced me after years of using Platepass on other rentals that NTTA would charge me the $10 + the booth rate at every booth I go through. I asked to clarify that I was hearing him correctly. He assured me I didn't correctly understand how it worked, and if it ever worked as I remembered it (and is published on Hertz's website today in April 2024), it doesn't work that way today. Conveniently, he can sell me a $ 15-a-day unlimited toll pass. Lies and half-truths for a $ 15-a-day unnecessary upsell on to a Presidents Club renter renting 20+ times a year.And then, I had to return at 7:30 in the morning and bring the keys for the car I dropped off after closing the night before. I asked about an after-hours drop box, and if they didn't have one at this newly relocated location, does Frisco still have it? The rep frequently mentioned in all the Google reviews said no Hertz Local Edition in America has after-hours drop boxes. That's not true. Maybe Plano East and Frisco got rid of theirs, but they still exist at other Hertz HLE locations.Why can't this location put a mail slot on its front door, side door, garage door, or back door (all these doors exist on the building; I looked for a key slot on all of them) and allow after-hours drop-off? If you're worried about the drop boxes getting ripped from the ground, the mail slot on a door would work fine. Just admit you want to make drop-offs challenging for your guests.Good luck, renters. And if you're a Hertz direct renter and 5 Star, Pres Club, or Platinum, prepare to be treated as poorly as any ole Joe who booked through Hotwire, etc.
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April 2024 by LIU Larry
Yesterday they promised they had my car model. And one guy very rude to me on the phone. This morning they just said no that model anymore.
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April 2024 by Boaz George
Just went back to this location had a good experience with Jesus and Aaron today. Taking back my initial review. They were great with us. Thank you so much for a wonderful customer service. We love you guys. ❤️
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March 2024 by Rob Smith
Don't waste your time here. Manager is rude and not helpful at all. All of the other bad reviews are spot on
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March 2024 by Tommy Wang
Literally the worst customer service in our family’s entire life. Took 2.5 hours to (attempt to) pick up a car before the manager threw a hissy fit and voided after being confronted by multiple witnesses that he’s flagrantly lying — they confirmed a reservation but didn’t have the car, forced an upgrade else we’d have to drive to the airport to pick up a car, then charged us double the rate they’d just clearly communicated. The worst part is that the manager kept lying about it. Quite a few people, including one party who was already recording b/c of similar frustrations, can all confirm he flat out lied repeatedly.Truly the most awful rental experience. Avoid Hertz, or at least this location manager Aaron Phillips, at all cost. Not worth the stress or time wasted to deal with such incompetence and total disregard for the customer.We saw 3-4 groups leave out of frustration while we were waiting. And one of the repeat customers in line actually confirmed they’d had similar terrible experiences with the manager here. He left after seeing how long the wait was.
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March 2024 by Dustin Pierson
Arrived at the appointed time and was told they had no cars. When asked if they could call around, they said they were closed and the we could call customer service.Called customer service...on hold for 30 min and they hung up. Called back...same exact thing. This company is circling the drain. Maybe buy more cars and spend less on those stupid Tom Brady commercials.
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March 2024 by Sindy Jordan
The “General Manager” was rude, disrespectful and racist. It seems like he didn’t want to work and found every excuse not to help us with our reservation. He refused to process a refund and insisted that we were using the wrong card. He didn’t have any cars as per his words to the previous customer in line and maybe that is why he was acting like that. I have rented multiple times and I have never had this issue. He just didn’t want to work. The fact that this place has less than 3 stars says it all. I hope someone shows him about customer service or he finds something that makes him happy. Definitely this is not for him. Now I need to dispute this charge with my bank since he refused to help us with a refund.
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March 2024 by Magen Crowsey
General Manager is rude and treated us with so much disrespect. He couldn’t help us, he continued to argue with us stating we don’t apparently know how to rent a car. We have never had issues with hertz renting a car but this was ridiculous. Don’t EVER rent a car from this location.
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March 2024 by Roy Jin
Horrible experience here as a President Circle member, picked up 30 mins early charge me extra $10 bucks
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March 2024 by Cecil Christian
This was by far the worst rental car experience. I had a booking at 3 pm. I go at 2:45 and I was at the center until 4:15 but they had no cars available. The worst part was the manager kept stating he had a million things on his mind but would give no updates as to when a car would be available. His words were, “it could be 1 hour or 2 hours or possibly tomorrow”. What was the point of booking and early check in.
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March 2024 by Nefertiti Darby
Aaron was dilligent in making sure I was able to get what I needed and he's the only one at the branch so patience and a tea from next door go a long way! ?
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March 2024 by M. Gayle Gabriel
I usually have a lot of patience and grace for customer service but this place has warranted my first ever review. My significant other’s and my experience at this location was absolutely HORRIBLE.The branch manager, Aaron was completely rude and absolutely UNWILLING to be wrong in the face of supporting information & evidence to the contrary. My partner made a reservation on a Sunday and we went to pick up a rental car at 10am the following Tuesday. We told Aaron, who was the only one at the desk, that we were there to pick up a pre-booked reservation and before he even touched the computer he onced us over and asked if we made the reservation today. My partner said, no, and that we did it a few days ago.Aaron then asked for a driver’s license (which we know is standard), and my partner gave him his temporary paper license since he recently applied for a Texas license because he moved from out-of-state. Aaron said that he couldn’t take the temporary license and that he needed the original license or we could switch the reservation to me. So we asked to do that and he said he couldn’t switch our reservation, we had to call Hertz (even though we’re standing in a Hertz?). So we stepped out of the line and called Hertz in Hertz, which didn’t make sense.While we were on hold with Hertz to change our reservation, we looked up the Hertz policy about having a driver’s license and other forms of identification. The corporate policy stated that they would take a temporary paper license along with another form of ID like a passport, a bill with a current address, or military ID, along with the credit card/form of payment. We showed this policy to Aaron, and he still insisted he needed the original license.My partner explained that he no longer had his old license because the DMV required him to surrender his current active out-of-state license to receive a current Texas state license. Aaron then insisted that the DMV doesn’t take up your old license they just “clip the corner” and give it back to you. My partner said, no and showed him the DMV policy on their website. The DMV had him fill out and sign surrender paperwork, which required him to give up his out-of-state license. But Aaron kept insisting that that wasn’t true and that the DMV doesn’t take up old licenses. We tried to reason with him that the state of Texas wouldn’t let him hold two active licenses for two different states, but he was unwilling to hear it and when we showed him the Hertz corporate policy saying that he could take the temporary license plus another form of ID, he said, “why are you showing me that?”. We told him just in case he wasn’t aware of the policy and that we weren’t trying to be difficult. He then told us, “it’s not a corporate decision, it’s our regional manager and that sometimes locations are franchised and go by different rules”. My partner asked if this location was franchised, and Aaron said no. So then we asked if the policy we just showed him applied. He still said no.As a result, we were not able to retrieve our reserved car on time and had to cancel to re-book, but since it was much later in the day we had to go to 3 different car rental places (including other Hertz locations that did take the temporary paper license and another form of ID) before we could get a car.Aaron’s stubbornness and complete unwillingness to be wrong completely messed up and delayed our travel time line that nearly cost us business. He was completely rude, unprofessional, and cares more about winning an argument than actually doing business. I hope you FIRE him. I also hope Google can eventually let you give 0 stars because that is what Aaron deserved in our encounter with him.
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March 2024 by Tina Fast
Super friendly and helpful. Assisted me in working with the insurance company to get a rental car after an accident. They picked me up from the mechanic and prepared my rental. I'm really happy with their service so far.
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February 2024 by Alan Musselman
Easy location to find off central expressway. Walked in with a few folks in front of me and the staff was super helpful and time to get car was within ten minutes.
