To sum up for those that are in a hurry: this place blows. If you have more time to hear me elaborate, then by all means, please continue on. It's a long one.
To make amends, the manager of the Hilliard location told my wife they would give us a free weekend rental whenever we wanted one. About three months later, we were going to visit my wife's parents in Tennessee, and figured we'd use a rental, rather than putting wear-and-tear on our own vehicles. We were informed that management had changed, so it would no longer be free, but they would still cut us a great deal.
My wife called about a week out to reserve a car for our trip, and were assured one would be ready by Friday, the day we were leaving. We show up to the store on Friday, where we were informed by the new manager (Diane, who was one of the front desk workers we dealt with during the insurance issue) that they had no cars available, but that the manager at a different location was returning from the airport with one for us. We agreed to drive to that location (which was on Renner Rd. and not far away at all) to pick it up from Franklin, the manager of that location. Diane apologized and gave us a coupon for a free day for the troubles, and assured us Franklin would take care of us.
A day later someone different called her to get insurance info. She informed them the worker (don't remember his name) said they could get the info, but they said that was impossible. She found it out as soon as possible, and gave it to them. This same exact scenario happened NO FEWER THAN THREE TIMES, with different people from this location asking for information that she had already given them plenty of times before.
Never again.
I booked through AAA so my online experience was fine. Unlimited miles 5 day rental for $142 all and all great deal. However when I went to pick up the car st the branch, that works bankers hours...there were two associates. One was clearly busy helping another client, but had to stop helping her to flag down the other guy to come in off his cigarette and help me. It just got worse from there. I had my insurace cards and app open to show my insurance was active, as I have full coverage, which transfers to rentals. He tried REALLY hard to sell me their rental insurance and purposely dragged out the confirmation process of my own. They called him back confirming details, then he started asking them about my deductibles, and I heard audibly from the other side of the phone that I was covered under full-coverage, and that as a renral company person he should know they can't give out more specific information to third parties especially over tge phone, and hung up on him. Once I was cleared we proceeded to payment method. I had actually brought cash, but he said they needed to do a card transaction for security, which I was fine with. Money would just ho back in the bank. He asked credit or debit, I said does it matter? He said no it doesn't. So I handed him my debit. He said heres a form you need to fill out with the use of debit, thought nothing of it, and filled it out. Everything goes through and AS WERE GOING TO LOOK AT THE CAR he says debit orders put a $200 hold on my account on top of the car rental, and credit is only $50. We were going on vacation and he straight swindled $150 out of my account for no reason. I let him know that was a dick move, but we continued on to the external inspection of tge car before I drove off with it. I noted every single dent scratch and paint transfer. There was at least a small one on every single quarter pannel. He was so annoyed that we never did an interior check. At this point I figured I'd rather be thorough as he's already screwed me over. I took my own pictures, and then he gave me the key and stormed away.
I was recently involved in a no-fault accident which left me without a car for work transportation. I borrowed my wife's vehicle the first day since she was off work and secured a good rental rate from Hertz. Since I knew Hertz was only open until 6pm I left work early and picked up my wife and headed to Hertz. We called Hertz twice from the car to say we would arrive close to 6pm and were assured someone would be there for us. Imagine our shock when we showed up at 6:05pm to a dark office locked up office. We spent over an hour in the car traveling to the Hertz office and I know I will never use Hertz again !!
Terrible. Diane that works there knows what she's doing but the other guy absolutely has no clue. I have been screwed up with them twice now.
This location always seems overwhelmed and unprepared for everything. We threw our free rental coupon away and will never voluntarily set foot in a Hertz again. The ONLY reason I'm giving two stars, against my will, is because the area manager really went to bat for us and helped us out on two occasions with no hesitation--it's a shame I can't honor him by remembering his name. And it's a shame he constantly has to step in and cover for the incompetence of his own workers.
We were literally forced to use Hertz because my wife was rear-ended on the freeway, and the person who was cited for being at-fault was insured through Progressive. The Progressive claims adjuster wouldn't be out for up to a month out to assess the damage, so our insurance company told us to get a rental and they would eventually be reimbursed. My wife gave Hertz our insurance info, and the insurance company of the at-fault driver, but knew no other specifics. The Hertz worker said that was fine, and that he could look it up. We got a rental.
I've rented cars at this location on more than one occasion, and NEVER have any problems, I wasn't paying attention to the hours at this location, and didn't realize that they close at 1pm on Saturday until I arrived at 1:08 to return my car...I had only needed the car until mine was repaired, and so happily I thought that I was going to save a couple days on the charges...well, oops, they were closed....I took the car home where it sat for the next two days, I think I only actually drove it 30 miles...I asked the manager for a break, and he gave me credit for one of the days, making me a VERY happy and satisfied customer. I had registered and checked in online, just like the other reviewer, and I had nothing but smooth sailing. I want to thank the Hilliard Hertz for service above and beyond my expectations.
Long story short, Franklin gave us an invoice at full price. We were in a hurry and didn't notice until we were on the road. When my wife returned the car, she showed the invoice to Diane, who agreed we were about to be overcharged. She called Franklin, and then my wife talked to Franklin, who played dumb about the whole situation, essentially blaming my wife. He threatened to call the area manager (the same one who helped us out previously) and my wife encouraged it, essentially telling him that she guaranteed the AM would take our side. He did, telling Diane to basically give us what we were asking for to deal with our situation. Since we were told we would be paying around $80 for the weekend (not the $175 that Franklin quoted us), that's what we wanted, and after some additional lobbying, that's what we got.
On the fifth or sixth time, my wife called back to give them the info, only to get their voicemail. She left a message saying that she had already given it to them five times, but that she would do it once more, and that was it. Following this, the area manager (again, name escapes me) called to assure her that no one from the store would call her ever again on this matter, and that he was taking care of the situation.
Hertz Rent A Car is a US Car Rental based in Hilliard, Ohio. Hertz Rent A Car is located at 4660 Cemetery Rd, Hilliard, OH 43026, USA.
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