8.0 Excellent2021 May 04
Cons: Cost for the type of car was outrageously expensive.
2.0 Mediocre2021 Apr 26
Pros: Nothing. I will never use Hertz or Kayak again. They cancelled the reservation on my, and left me stranded in the airport.Cons: Better is I had never used Kayak for the bogus reservation
2.0 Mediocre2021 Apr 06
Pros: The staff did their best given the terrible situation, however upper management should do a better job of making sure they are never in the position they were in.Cons: I booked a car in advance for 9am. It was the Monday after a holiday weekend, and somehow the location couldn’t give out any cars on time. They said it was due to covid. I waited 2 and a half hours for a car. I would have understood the situation if covid happened yesterday and you were trying to figure everything out. However, you have had over a year to figure out how to clean cars and get them to the clients. You have one job- renting out cars. And to inconvenience so many people traveling after a holiday weekend is beyond inconsiderate. On top of it all. Your app was still allowing people to reserve cars. In the two hours I was there, over 50 ppl were waiting in the lobby for cars, showing up believing they could get a car for their reserved time and then being told they had to wait one, then two, then up to three hours for a car. A gentleman next to me said that this has happened to him at numerous different hertz recently. I believe that offering the best customer service as you claim is providing transparency with customers and you failed to do so, and relied on the efficiency of your client facing staff to manage a situation that could have been avoided all together by corporate and upper level management caring about the customer and your staff. When you can’t provide cars, let people know. Tell them there are delays before they reserve. I can only imagine that you knew how many cars were reserved and needed to be cleaned in advanced, and I think you must have a way to guesstimate how many new reservations you get each day. Had I been in the middle of nowhere I would have understood the situation a little better. But we were at a major international airport. And hearing that you have cars that aren’t cleaned yet and I have to wait 2.5 (and others longer) to get the car I reserved in advance because you haven’t managed the situation properly is astounding. Please do better for all of the people who rely on you to see the people they love, get to their jobs on time, and to make traveling a little bit nicer for those who spend most of their time away from home. Situations like what happened yesterday shouldn’t be a problem from a company if your size and ability. I hope you pay your front line workers above average because they clearly deserve it. And I hope you learn to become more transparent on your app and with your customers when you can’t fulfill the demand you claim you can.
6.0 Good2021 Mar 21
Pros: The staff was very friendly and tried to accommodate everyoneCons: There were no cars available and many customers had to wait over an hour to get cars that customers had confirmed reservations
2.0 Mediocre2021 Feb 22
Pros: I liked how easy it was to find the Hertz counter at the Atlanta airport.Cons: Have cars ready at the reserved time. Do not have customers wait 45 minutes while you “Covid” clean the automobile. When “Covid” cleaning, try actually cleaning the inside of the car as well!!! Offer smoke free cars. That migraine did not feel good. List all optional drop off locations available at reservation time.
6.0 Good2021 Feb 19
Cons: No one was at the office when I dropped the car off. Fortunately, I figured out that there was a drop box in the back of the building.
4.0 Okay2021 Feb 14
Pros: The puck up onlyCons: Vehicle maintenance was terrible
10.0 Excellent2021 Feb 01
Pros: Clean very efficient when picking upCons: Providing more details at the drop off. Was directed where to park, nothing after that. Had to ask what was expected before leaving.
10.0 Excellent2021 Jan 21
2.0 Mediocre2021 Jan 19
Pros: The fellow that gave us the car was impressive. He had a lot of people that weren't happy and he just kept taking care of people. The fellow that checked us in was also very cool and easy-going.Cons: I pre-paid ... PRE-PAID!!! ... for an economy or intermediate car. When I arrived, on time, they only had a pick-up truck. Now, it was nice, except there were no keys. So, after walking out to an unknown spot (I wasn't told where it was, only a general area and that it was the only pick-up truck out there that he thought was black.) and discovering that there were no keys, I went back inside. Fortunately, it didn't take me longer to get back inside, because there were now about 20 people in line. I interrupted the fellow at the desk who gave me the very last car available ... a 15-passenger van. It's almost midnight and we had an hour drive, so I took it. Here's the kicker ... what they fail to inform you of is that the 15-passenger van doesn't fit in the garage wen you try to return it. A Hertz employee has to drive it in through a back entrance, drive it around to the other side of the garage and then go up to the second (or third) floor. What I had to do was illegally park along the road by the Hertz exit (hazards flashing) and ask the employees how to return a vehicle that was too tall to enter the garage. Well, the first person told me to talk to another person and that person (after telling me that I surely didn't take the van out that way) had to radio to someone to meet me at the visitor's parking lot. This would have been extremely useful information, as we were trying to catch our flight. So, all in all, it took me a bit more than 30 minutes to return my vehicle at a location that I was unaware of until I started pushing people to find it for me. I couldn't fricking believe it. And, in case you were wondering, phone calls to the Hertz counter went unanswered. If you look on Yelp for reviews of Hertz in Atlanta, even the neighborhood sites, they have horrible reviews. Regardless of price, I won't be renting from Hertz in Atlanta again.