Hertz Car Rental - Austin Bergstrom International Airport (AUS) in Austin
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Austin, Travis County, Texas, US
Site: https://www.hertz.com/rentacar/l...
- Monday:7AM–1AM
- Tuesday:7AM–1AM
- Wednesday:7AM–1AM
- Thursday:7AM–1AM
- Friday:7AM–1AM
- Saturday:7AM–1AM
- Sunday:7AM–1AM
I used to say Hertz was a great company . good service , cars . you pay a little more but you were confident on getting a good car and reciving good service . we declined the Insurance as we always do when we rented the car , when we returned the car i noticed on the little contract that they charged us for insurance and roadside assistance !!!! be very careful on reviewing your contract before you leave the counter . some companies ask to initial when you denied insurance here you just signed at the end so you do not see what you are actually approving or adding to the service . be careful .
Horrible policy, UI, and customer service.I made a reservation (successfully) with my credit card for my boyfriends name and got confirmation email weeks in advance of our Austin trip.When we arrive at the counter, the reception says the reservation is under my name because my credit card is used and my boyfriend has to be added as an additional driver with additional fee. We received NO reminder or warning whatsoever when we booked the reservation and they say we cannot change credit card because it was paid in advance (since when did pay in advance become something wrong?)The reception at the counter refuse to modify the reservation for us and insisted on charging almost $100 MORE for additional driver, as if it was our fault that Hertz didnt give us warning in the booking page and even sent us successful confirmation email (under my boyfriends name) after.Very terrible experience. Terrible customer service. AVOID them.UPDATE: after I post the review the owner seems to have an automatic response to appear peacemaking. THEY DIDNT DO ANYTHING. I heard nothing from the company, and only got an email days later saying they need to collect the tolls from my usage.
Fast and easy as a gold card member however the last 2 elite series cars we rented didnt have the navigation built in to the infotainment system so you had to use your phone for gps. Seems like if you are going to spend the extra rental for a nice car i should be equipped with navigation. Almost enough for us to try another rental car company
I wish I would have read through these reviews more throughly before I chose to rent through Hertz.The check in and return process was easy which is why I’m giving 2 stars. Everything other than that was awful - I prepaid for my rental at the beginning of April, when we got the car apparently I was charged for the full amount of the car again ($466.)I reached out to customer service who said that they couldn’t help me until my contract was closed out but maybe it was because I made a modification to my reservation (which I didn’t), and that i needed to talk to the local Hertz. Well the local Hertz doesn’t answer the phone, AT ALL. I must’ve called 8x total before I gave up.When I got there to return the car the women at the desk, Laurie, and whoever was with her we’re visibly irritated that she had to deal with a customer and I wasn’t rude, I was pretty calm considering I was double charged. Laurie told me that the customer service lied and that “they always say to talk to us” but she didn’t know why I was charged. She also gave me a Hertz business card to speak to the manager but they don’t answer the phone so she really just wanted me to leave. I had to reach out to customer service again who also told me they had no clue what the charge was for and to just wait a few days and HOPEFULLY the charge will fall off and if not that “you have to figure it out with your bank.”Thankfully, the charge was removed today, and was a policy for a deposit hold but it took the 5th rep i spoke with to finally give me the correct answer. The employees should probably be aware of the company policies…
Best Hertz location I have been to. I booked the managers special and wasn’t expecting much and was pleasantly surprised to be upgraded to the Five Star selection. As a gold member the pick up process couldn’t have been easier. Just went out to the lot, selected a car, and drove up to the exit gate.
I specifically asked not to get damage coverage, and realized too late that the clerk added it anyway along with Premium Road Service she never mentioned and I never asked for. I booked through Expedia and paid up front, and Hertz AUS managed to double charge me an additional $165. Unethical company. Be careful when booking through Hertz and ensure you read everything before getting charged.
The phone number listed on all available resources rings for ~2 minutes then auto disconnects. Attempted to call over 30 times regarding important rental information/inquiries, and the inability to speak to anybody regardless of time of day resulted in avoidable issues. Inexcusable gap.Also, they state they close at 1am, yet allow a pickup to be scheduled at 1 am, and by 1:03 am the facility was void of any team members. How can a pickup be scheduled at that time, and seconds after, everyone is gone and renters are left having to pay for ride-shares to the destination, and again to pick up the vehicle the next day? Asinine practice.
My husband and I travel often and this was the WORST car rental experience we have ever had. We had a late arrival flight, 12:30am, which I listed and had arranged for a pickup at 1am. When we arrived, there were several other couple left waiting as well but it turns out everyone had gone and no one was there to help. There was a sign that said to download the app, check in and pick a car from your appropriate level/lane. After going through this process, we headed out to where the cars were and it turns out no one was outside either to open the gate and allow us to leave the lot. We finally scheduled an Uber and made it to our hotel.We went back the next morning, after paying $60 round trip for Ubers, and picked up our car. They gave no apology and when we requested they adjust our bill, or at least adjust by the Uber fees, they said it was not their problem and no adjustments would be made. I then reached out the customer service, who had me on a 20 minute hold after reaching someone and she said since it was only a 3 day rental, no credits would be made and there was nothing she could do. I asked to speak to a manager, she said it was not possible and nothing could be done.I will NEVER use Hertz again. Such an awful experience and a waste of time/money.
First post by my fiancé....HORRIBLE CUSTOMER SERVICE!This is how you treat your Gold Member’s KORY( manager @ Austin Airport Location) walk away saying “Take it up with San Antonio it’s Policy”Thank you for charging a 5month pregnant woman for not bringing back a car with a full tank. After she was left stranded on the mountainside in Austin, TX with a nail in her tire. Called roadside assist with a 30 minute eta…. Roadside never showed or called after 1.5hr waiting. After finding a place to put air in the tire she drives 45 minutes out her away to exchange the car at Austin Airport, just to be able to drive 1.5hr back to San Antonio @ 9pm at night.By the way it’s also Federal Mandate to wear a face mask in any public transportation building.Sign was also located on your door.Bravo on your customer service #takeitupwithsanantonio!UPDATE- Not only was I charged the gas, then I received a bill for the roadside assistance that never occured due to the fact your company wouldnt come out and then tried to dispatch another company that was going to take 4 to 5 hours. When I called to find out where they were, you gave me this info and I said to cancel. I called customer service to get this resolved which is what I did next. Was first told I could take a $50 credit. Then finally after 30 minutes, I was able to speak to a manager and he told me because of my inconvenience they would comp the roadside assistance but not the gas. You comping the roadside assistance is not for my inconvenience it was because it never occurred. You cancelled the original one and when you were about to dispatch a third, I told you not to.
Check your reciept online. Make sure you werent over charged or charged twice.I pre paid $377.00 for my rental and was then charged an additional full amount$560.00 when I returned my car.It has taken me 3 weeks to get someone on the phone from Hertz to resolve this issue.Even when I did reach a Hertz rep, they immediately assumed I was incorrect and tried to not give me a refund until I pointed out the obvious...Judging by how my case was handled it seems like Hertz may regularly overcharge you for your rental.Again be sure to CHECK YOUR BANK STATEMENT.I rented from Hertz ABI but I think this is a nationwide issue.
Great customer service! But that’s where my good experience it ends! The nicest people ever renting you overpriced beat up cars. It costed me nearly 300 for a single day on an Altima that was wrecked and the front end sensor busted. There were so many places that were damaged I felt slightly uncomfortable even taking the car but I needed it so I relented. $15 ADAY FOR CARSEATS FRIEND! Then as we were pulling out we were headed for a toll road. The man told me that Hertz included the cost of toll roads in the rental. Ok, maybe that’s why it’s so expensive to rent this junker, NOPE. Charged my credit card for almost $17 worth of tolls. What a joke. Three stars for your amazing staff, and one finger for hertz 😒
HORRIBLE CUSTOMER SERVICE!This is how you treat your Gold Member’s KORY( manager @ Austin Airport Location) walk away saying “Take it up with San Antonio it’s Policy”Thank you for charging a 5month pregnant woman for not bringing back a car with a full tank. After she was left stranded on the mountainside in Austin, TX with a nail in her tire. Called roadside assist with a 30 minute eta…. Roadside never showed or called after 1.5hr waiting. After finding a place to put air in the tire she drives 45 minutes out her away to exchange the car at Austin Airport, just to be able to drive 1.5hr back to San Antonio @ 9pm at night.By the way it’s also Federal Mandate to wear a face mask in any public transportation building.Sign was also located on your door.Bravo on your customer service #takeitupwithsanantonio!
Rented here using hertz gold circle. You can avoid the line and pick any car you want. Unfortunately its rare to see a new car here and most have >20k miles in my experience. They do have a good selection of premium upgrades available if you want a BMW, cadillac, or tesla. People are friendly and helpful.
Fantastic! As a gold member I just showed up,(Prebooked) chose a car and drive away! no queue for the counter no queue for return amazing! Enterprise sucks! Which is the other customer loyalty I have.
Great! In and out. Nice folks even when the couldnt help with pricing after my first choice cancelled my reservation because of some other situation unbeknown to me prior to arriving in a foreign town. Pure opportunist for sure. It brought a tear to one eye...
Came to rent a car. We were the second ones here and they open at 7. Once it turned 7, the lady proceeded to come out and clean the register and move the plexiglass partition which in itself took almost 5 minutes, something that should have been done prior to opening, not after. My dad waited for her to take care of the first person in front of him. Finally when it was his turn, they did all the stuff on the computer and were in the process of paying. The pinpad was having issues at this time, they tried 3 different cards and times and it would not work. The guy that was in the back came and reset the pinpad and ended up taking the next person behind my parents...after he had already taken 2 other people while this person was still on her second person. So we waited almost 5 minutes while the pinpad restarted and then it still wasnt working. Not sure why the lady couldnt have opened up the 2nd, 3rd, 4th or even 5th register to get us out quick as it had already been almost 30 minutes but whatever. What was more annoying was that while the guy saw that we were still there having issues and waiting for the pinpad to restart, he took yet another customer to help them. The lady had no customer service, didnt want to open the second register at all. At this point my parents decided to go to another rental place and told her it was taking too long. She didnt even seem to care that she had just lost her company a customer because of her lack of urgency. After my parents left the line, she tried to fix the pinpad another 5 minutes and then decided to move to register 2. At this point, she decided to clean the register and move the partition again while another customer was waiting in line.
My rental car smelled like marijuana. This was noted on the damage report. Upon checking the car for what might be causing the smell I found 2 open water bottles and an empty pack of cigarettes as well as loose tobacco under the seats. Left a note upon returning and have now been charged a $450 cleaning fee?!? Will update after contacting them to get this resolved.
Always use Hertz for personal and business travel needs. Tried to do the same in Austin and no cars were available multiple weeks ahead of our trip. Very atypical compared to other Hertz locations throughout the country. Hopefully they increase their inventory in Austin.
When I entered the line to get the rental car at the Hertz counter in Austin, there was only 1 person in front of me and three clerks. I had to wait 20 minutes in line and then an additional 20 minutes while the clerk tried to upsale me on a higher priced car and then tried to upsale me on an additional insurance policy. When I finally got the keys, the car was a black Chevy Malibu. It had dents and dings all over the car so it took me an additional 10 minutes to mark each and every spot on the car before I could leave. The car had a yellow Hertz Golden Seal of Clean on the driverside door. However, when I got into the car, there was a layer of dust on everything, cookie crumbs in the driver stick area, and smelled like chemicals someone sprays trying to get the cigarette smell out. The car shuttered when it accelerated on any hill. It was awful. The entire experience. I wont rent from Hertz again nor would I ever recommend the experience to anyone.
Banged up cars and the staff was of very little help. Called the corporate line and was disappointed as well. Will not rent from this failing organization ever again!!!
Used HERTZ for a rental after someone backed into my car and needed a rental while mine was getting fixed . 6 months AFTER we returned the rental, a charge of $1054.76 hits my husbands bank account from HERTZ. He called them to find out what happend and they “have no records of this charge” despite the charge on his bank account being from them. We weren’t supposed to pay anything for the car as it was paid for by the other parties insurance.
The location of the car rental was quiet convenient as they right across the street. Despite bring a long weekend, the check in was fairly prompt and staff was courteous and knowledgeable.The drop off service was pretty quick as well and you have the option to drop off without a receipt or get one from a service rep. Only reason a took a star off is Ive rented with Hertz before at other locations and theyve definitely had better fleet than the one at this airport location.
Nobody ever answers the phone. I tried 6 or 7 times over 2 days, even made sure it was during non busy hours. If you have any kind of question for hertz, good luck because they will not help you at all
The quickest checkin service I’ve ever had for a rental car. Faculty and cars are clean and easy to access
My wife accompanied me to Austin for a conference, her brother lives in San Antonio, so we decided to rent a car so that she could be mobile. We made our reservation several months in advance of our trip. Everything was easy enough with the website, we have AAA so we received a little bit of a discount on a SUV. Upon landing in Austin we made our way to the Hertz rental counter. We were about third in line, someone was having trouble at the desk as the conversation was getting a bit loud. My wife and I tried to listen but was not able to make out much. Once we made it to the counter we found out what the problem was... they had no cars, literally no cars. Yep, apparently there was a city wide event and lots of people were late getting their car back. I was wondering why that this affected us, because we had made our reservation months ago. We were detailed down to the type of car we wanted and had even fully paid for everything up front. Anyway, what are you going to do, we ended up standing in line that eventually had a length that would rival the line to ride Space Mountain at Disneyland. Luckily for us we were closer to the front. As the employees brought cars around, most were economy size, they would ask if anyone wanted it. Lots of people, were tired, bit the bullet and took the car, even though it was not what they ordered. My wife was relentless and stood her ground for the SUV, I was tired and after 2 hours just ready to take anything, but she was not having it. Eventually it paid off and we received the car we ordered and paid for... the SUV was clean with low miles and gave us absolutely no trouble during our visit. Give our trouble picking the car up, we were really worried about dropping it off, but it turned out to be a 5 minute journey and was truly painless. Hopefully your visit to Hertz will be better than ours. Good luck.
There were different additional charges that I was not expecting that added up to a hefty price. Other than the cost, I had a great experience with Hertz. Shawnda was very sweet and helped us work things out and have a great experience. The rental car was easy to find in the parking lot, the tank was filled up, and the car was clean.It was very easy returning the rental - we just drove into the return area and gave the guy the keys.Additionally, I just got off the phone with customer service with a wait time of 10-15 minutes - the representative was great and mostly answered my questions very clearly.Other than the amount I paid (which I suppose can be expected for me being under 25, the type of vehicle, and the location near airport), we had an overall fantastic experience with Hertz.
Slow, useless, inefficient, and careless. Sunday staffed only TWO PEOPLE at the front desk with over twenty people waiting. Not a single person anywhere in the lot to help. Nobody cares. Never use Hertz.
I specifically asked not to get damage coverage, and realized too late that the clerk added it anyway. I booked through Travelocity for about $500 per week, paid up front, and Hertz AUS managed to double charge me an additional $400. Absolutely, unconscionably unscrupulous company.
I have been renting cars for thousands of year but never Hertz because of the price. This time Hertz was less expensive and the customer service was wonderful, as was the Nissan. I will be back as a customer.
Third strike with this location. Rented a vehicle last week for two days and returned. Vehicle wasn’t checked in for an additional five days and the days were charged to my credit card. In dealing with the corporate office trying to get it resolved, I am told that it will take 5-7 business days to issue a refund because someone at the local office failed to close out the rental properly. I am a gold member and don’t have any issues at other locations.
With many other alternative rental car company options in the Austin Airport, I would recommend steering clear of Hertz. In my experience with them their business practices were deceitful, dishonest, and unethical.When we went to pick up our pre-paid rental car reservation, we were told by the agent at the gate that I could add my wife as an additional driver for free. However, after returning the car I noticed I had been charged an additional $35+ for adding her to the reservation. Even after contacting customer service, Hertz has refused to refund this charge despite the dishonesty from the gate agent and despite me being a Gold Plus Rewards Member (for whom the additional driver fee for spouses is supposed to be waived per Hertz policy).
I’m only here to relay that my car I rented was ‘gold seal cleaned’, yet absolutely filthy. Food crumbs, unidentified liquids and gums, reeked of smoke. Not my normal hertz experience I must say.
We got a rental from another location and after the first day my wife had a flat tire on the rental. There was no spare and it was the weekend . We called Hertz roadside assistance. The lady that helped was very friendly and said they would have the vehicle towed and she would set up a new rental from the airport location all other locations were closed for the weekend. Instead of having them tow the vehicle, I followed my wife and aired the tire up along the 45min drive. Roadside assistance had told us if we could get the car there that they would give us another vehicle. Upon arrival while Karen was attempting to help my wife, Alicia told Karen that they were not going to be able to exchange the vehicle, to stop trying to help my wife, that there wasnt anything they were going to do, and refused to look at the paperwork or look up the case number that was given to us by Roadside assistance. Alicia was extremely rude to my wife and sent her away at 10pm on a Saturday night with a leaking tire and no spare. Not acceptable customer service.Update.... When my wife thankfully made it home, she was on the phone with customer service who was saying they should have never let her leave without exchanging the vehicle and verified that they had plenty of vehicles available and they again promised that there would be an alternate vehicle available Sunday morning waiting on her. Again my wife drove to the airport and was again rejected. Fortunately the leak is slow enough that my wife made it home but I can not believe they are ok sending customers out on the road with leaking tires with no spares especially late at night..
Its a bit of a walk from the airport to the car rental building, but once there, the process is quick and easy. There are several car rental companies, we chose Hertz and had a great experience. LaShanda was the clerk that checked us in and she was very helpful, professional yet friendly, and polite. She helped make the process personal and not just business! Happy Birthday, LaShanda!
This is the worst company to have to deal with. The first car they were giving us had a front bent wheel, the tenant went in came back and that car did not have any license plates so he went back in and gave us a free upgrade for our issues but then I got charged 630.00 for a upgrade that we did not ask for. The company and cust service is worthless. This place never answers there phone. Will never use again. To me this is fraud charging something that is not authorized or told about.
This company is crook. I rented a car with Dollar, owned by Hertz. I picked up a car at Austin airport from Hertz rental. They charged my credit card for 200 dollars for deposit. I returned the car 6 days early. I asked for a refund. They wont refund the money for 6 days. I said, fine. Then I asked them to refund my deposit. They wont refund that either. I filed complaint with BBB for this. Watch out for this dirty crook of a company.
Fraudulent/extortionistic experience. Reservation booked, dozens waiting in line, clock strikes midnight. No cars available unless we wait an hour or we can upgrade to luxury. Useless company. Feel bad for the people who work here.
Very impressed with how quick and easy my experience was here as a Gold Member! Arrived from our flight and I received an email to look for my name on the Gold Member board. This was great as I was able to skip the line and head directly to whichever car of my choosing in the size I had preselected in my reservation. We hopped in a very clean car and went to the exit. Just had to show my ID to the lady at the toll gate, she handed me the receipt for the anticipated cost (matched my online reservation) and we were on our way! Smooth sailing and great car.
Spent an hour trying to rent a car through my points with zero success. Apparently there was an error in the system that was preventing this per the gold customer service line. Very frustrating
If you can avoid this kiosk in the Austin airport, best practice will be to do so. They are snail slow, not helpful, incompetent, and a complete waste of time. Waited hours to pick up a vehicle that is already paid for weeks ago, and still couldnt pick it up. No wonder they have such a bad rep now. First and last time using these clowns.
We got terrific customer service and received a vehicle upgrade at pick up. Return was super simple, too, with no extra charges.
Rented a vehicle at this location in late September. When I went to pick up my vehicle, was told that my AAA discount was not excepted at this location. Was also offered to prepay for my fuel. I agreed but they wrote it up on the work order, but never entered it in the computer. When I returned the vehicle, they said there was nothing they could do. Ended up paying $8.00 a gallon for fuel. I also asked them if their vehicles had toll transponders. They told me yes, dont worry about it. When I received my final bills,I had $40.00 in tolls and a $64.00 convience fee. Recieved a second bill the following month. Had $14.00 in tolls and a $23.00 convience fee. Needless to say, my business with Hertz is done. The others might be a bit more expensive, but at least theyre honest.
Terrible rental experience from start to finish, and they really could care less. Dont bother contacting customer service. This company is a shell of what they used to be
Worst customer service i have ever experienced, received call night before my rental reservation that they had to go ahead and cancel it. Unreliable, rude, avoid this business like a plague.
I had the best rental car experience here. The front desk agent was awesome and the car was clean and was great!
They took such good care of me when I came to them needing a car without a reservation (long story short, had reserved a premium car at another rental place, which didnt have a premium car to give me and the substitute car had mechanical problems). Hertz fixed me up with a well-maintained and cared for Challenger at a great price. Loved the service and friendly people. Will be renting from them again!
Rude staff refused to take back a car that was rented. Say they cant find the contract because it was rented in Mexico. But its the same company, and they refused to even try. Never ever ever again will they get my business. Go to enterprise
I had an 8 PM rental (after hours) with Hertz at this location. There was a line, yes, but after 20 minutes or so max of waiting got my car and was driving away. Ive waiting much longer for other companies / at other locations. The attendant could not have been nicer as well, asked everyone in line how they are doing and thanked everyone for waiting and processed each rental in a very timely manner. Bottom line - expect a line when renting later in the day like I did but know it went totally fine and I was on my way in an acceptable amount of time.
Worst experience ever. I previously did a rental exchange at this location. I was attempting to do another rental exchange due to mechanical issues. Upon arriving I saw there were no rentals available. I decided to try another location. I arrive at the exit gate and gave the attendant my paperwork and was told that they could not let me out because the car isn’t in the system and that it was supposed to be returned the day before. I tried to explain to her that this rental is covered by my insurance but she wasn’t trying to hear me. I explained to the customer service booth what I was trying to do and a supervisor arrives. I explained to him but he was being very passive not trying to hear what I had to say as if I was lying and insinuated that I was attempting to steal a vehicle. I was at this location for three hours trying to get help with my situation. I spoke with my insurance company and they advised me they did not cancel my contract Hertz did. I spoke with another supervisor that after explaining this situation says the first supervisor I spoke with made the story sound completely different and now it makes more sense. I asked him for help and he suggested I pay for a rental out of pocket and that the rates are higher than usual. He said the insurance company would not reimburse me or option 2 call an Uber(which I paid $50 for) I waited for hours and they were no help. This customer service was the worst I ever experienced. I did end up receiving a rental at the downtown location. I ended up missing half a days work and this was very stressful.
If you plan on renting from this location. You better not be in a rush. The wait will be extra long. I had to wait to pay for the car and after I paid I had to wait to exit the airport. The process to pay for the rental and leave the airport will take you almost 2 hrs. It seemed like they were understaffed. They only had 2 reps checking people in and after you pay and select a car. You have to wait while one rep checks every car before exiting the parking garage. The process is long and draining. Its not productive and is very inconvenient to the customer. People were exiting out of other exits in the garage because the check out process was taking so long. Also if you do not have a credit card they will run a credit check and place a $500 hold on your debit card.
Tim was excellent. He knew what we needed, and worked hard to accommodate us. Tim very Professional, Courteous and caring.
Great experience with my car rental experience and David at the check out gate was very professional and explained my contract in great details.
The rep who checked me selected the option for a full tank of gas. When I said I would fill the tank myself, he said it was no problem and the fee would simply be removed. Fast forward and Im having to email in a receipt to prove that I filled the tank (when they know the tank was full already because they check each car that is dropped off). Poor customer experience.
Its not a 1 star! Its a negative star!!! NEVER got my RENTAL and was still charged!!! The worst Company EVER! Pick up your phones and fix ALL the messes youve left with people to fix!!!
Karl!! One of the best customer service experiences I have ever had. The first thing I noticed was his smile from ear to ear and his eagerness to help make our day a bit brighter. He made what was a very long day of travel and all the frustrations that come along with it, easier to bare. Hertz Car Rental (Bergstrom International Airport) is lucky to have you as part of their team. Ive been in customer relations for almost 20 yrs and you my friend, are a bright ray of sunshine. Ill be coming to visit and catch up next time were at the airport - take care Karl!
The night shift personnel was very nice, they were really helpful, since we had an incident with a flat tire, the exchange our vehicle without a problem.
I arrived late around 12.50 am, and they are supposed to be closing at 1 am. But the staff were nice enough to go beyond 1 am to avoid the arriving passengers from being stuck in the airport.Also there is a key return, allowing the customer to return the car before the opening hours of 7 am.
If you want random charges, questionable cleanliness and truly terrible customer service, look no further!I have only used Hertz twice but I can confidently say that I will never be using them again.The first rental experience (October 2020) started out fairly well until we received the car…we had to buy extra strength febreeze to hose down the vehicle reeking of marijuana. We even found parts of the leaves on the back seats… but it’s been thoroughly cleaned, right?For the second rental (January 2021), I paid about 2 months ahead of time for a large SUV only to receive yet another dirty car complete with used water bottles and trash from the previous renter.A few days after returning the car and arriving home, I noticed a charge for $104 had been added to my credit card from Hertz. I tried to call to inquire about the charge but was unable to reach anyone so I decided to send an email to ask about the charge. Several days later I received an email back from Hertz stating that I was incorrectly charged and that the charge will be removed.Fast forward to now, I received a random piece of mail from a collection’s agency with yet another random charge from Hertz claiming to be the toll charges. The problem is, I had already paid the toll charges back in February. I disputed the charge with the collections agency and provided the credit card statements clearly showing that the toll charges had already been paid.I’m curious to know why when Hertz clearly had access to my credit card, they bypassed that and sent it straight to collections? Needless to say, this is by FAR the worst rental company you can choose unless you crave drama and frustration.I would HIGHLY recommend using Sixt or Silvercar! Do yourself a favor and completely disregard Hertz!
UPDATE: Also, dont buy insurance through Priceline and then also say yes to the extra insurance at Hertz- its separate, and theyll charge you for it, on top of the third-party insurance you got through Priceline. And also, the return-counter person wouldnt even look up at me to answer my questions about my return and just kept typing along on the computer- rude. Never again, Hertz.ORIGINAL REVIEW: Asked to add my wife as an additional driver...twice. The clerk, Olaronke, brushed it off well you dont need to unless youre going to drive. Yes, I am, my wife said. Oh okay, the clerk answered, and handed her ID back. Nothing on the paperwork or email says theres an additional driver, so we called to check. She didnt set it up. Now one of us, instead of 2, is driving over 12 hours- so thats less safe, and irritating. To fix it, says the customer service line and the website, we must go BACK to the airport and sign a form. Theres no way to do it electronically, like its 1992. Never again, Hertz.
Was very disappointed. We had reservations through Expedia for a compact because we only needed the car for the day. When the lady at the Hertz desk was confirming our car, she stood up, looked at me and my wife (combined we only weigh 400 lbs, Im 250) and told us that wed never fit in the car. Im a big guy, but rude much lady? I know she was just trying to up-sell us, but wow lady. Anyway, the entire time we were either trying to figure out what she was saying (thick accent) or explaining why we didnt want anything extra. Definitely not worth the few dollar savings from not going to the next car rental kiosk.
DO NOT RENT A CAR FROM HERTZ!1. Car was on E when I picked it up (which I didnt think of checking since its supposed to be a full tank) lady at the gate was supposed to ask me how much gas it had in it and she didnt.2. I had the car for 5 days and every single day I spent a little over an hour on hold waiting to talk to someone. (Never did get through to them while I had the car).3. When I picked up the car I told the last I didnt want the roadside assistance because I have AAA. And i told her I already paid for the extra insurance coverage through Expedia. She verified both things with me. So i didnt think I should look at my recipet.I automatically thought that a company this size, they would have some kind of integrity... Boy was I wrong!I got charged over $600 from Hertz!And filed the tank up which was $50.I paid Expidia for the rental car, so i wasnt supposed to give Hertz any money at all!I have talked to their customer service. No help at all! Offered me a $50 voucher for my next rental... What a joke!I emailed someone higher up. And guess what?!?? I never got a response!HERTZ DOES NOT CARE ABOUT ITS CUSTOMERS!
Never had a issue with Alamo or enterprise.. hertz quite the opposite.You will need to call support line (picture jun 17) them after they mess up your reserved rate (through their website).The support line will help but they and I quote stopped asking what happens at the desk a long time ago.Waste of time and delayed the whole process which I used the hertz folks for to begin with.Also regardless of your membership there was a long wait to get out of the gate a further delay that didnt seem to impact other rental agencies at this airport.Last time my hertz location didnt check in the car in their system... until I called them asking why I was being charged crazy rates after having returned the car on time!
A bit expensive but the car was in great condition. I have had other rental companies give me crummy cars. I have never had an issue with Hertz.They upgraded me for free as I am a gold member. Excellent customer service.I recommend signing up for their loyalty program (become a gold member) solely for the pick your own car benefits at larger airports. Quick and easy
Hertz was a mixed bag. They had a car for us. It was pretty nice, and in good condition. We had no mechanical issues with it. However, the SiriusXM that we paid $5/day for never worked. Not even for a second. And the worst part was the 90 minute wait in line to get the car. The queue was at least 25 deep, and the agents behind the counter were in NO hurry at all. Made us miss dinner with family the first evening.
I never usually write these, but just a forewarning to others that may rent a car from this location. I had the car for less than 12 hours and was accidentally charged for another 3-days. Very, very sketchy that they would process the receipt 3 days after I dropped it off.The car was great, no issues there, but Im sure this has happened to other people.
Not sure why rental car companies, particularly at Austin airport, grossly underestimate the staff needed to service customers on a busy F1 weekend. Waited in line over 1.5hr while two staff members checked in 30 people. Ridiculous.
Dont waste your money. Charged me a $15 car swap fee because original car smelled like smoke, and charged me $70 to add my wife as a driver. No other rental agency I have used is this poor in customer service.
Had an amazing experience renting with hertz all thanks to Kennith! A few friends and I had originally rented a car with fox and when we got to there counter they had said they were all out of cars, then we went to another counter to see that they had available and it did not for our needs. We then proceeded to make an reservation online with Hertz and went up to the counter and got extraordinary service from Kennith. He made sure the car we were provided fit out needs and gave us great recommendations for things to do during our time in Austin! Thank you Kennith!
Hertz is good. But I made the mistake of booking Hertz through Priceline. Dont do that if you have Gold status or above, because you get nothing special from Hertz if you booked through a third party. So, I had to wait in line for close to an hour instead of being on the road quickly as usual. Lesson learned. Wont make that mistake again.
Manager gave false information regarding ability to rent w/ debit card at other offices not at airport
Another Hertz location with very few cars in Presidents circle. Exit was fairly quick.Return was fast and easy.
Hertz canceled my reservation after I tried to delay it by a day, and wouldnt let me change it. What a mess.I ended up going to Turo and getting a far better car for the same price. Better watch your backs Hertz!
Marvin was very helpful. We had originally rented through an online app for another company. When that fell through Marvin swooped in and saved out trip. Car was nice and worked well. Return was easy. We had a good experience.
Vehicle was OK, prices were reasonable. Staff was very courteous and attentive BUT it took too long to take care of customers. It was obvious that 2 out of 4 representatives needed help navigating the system which made the other 2 more knowledgeable ones divide their time to help them; this resulted in delays on all counters taking over 20 minutes to take care of one customer.
I reserved and paid for a Full Size Pick-up truck. I arrived, waited in line longer that i feel should have been needed, filled out all the paperwork and provided my credit card for the $200 security deposit - THEN was told they dont have a full size pick-up. I was told i can pick whatever was out there. That consisted of small cars or small suvs (all of which i imagine would have cost less than the full size truck I reserved). After ME calling around to other Hertz locations in the area to try and find a truck (to no avail), i continued to voice my frustration and was offered a Tahoe (which was not in the area i was told to pick from). Bottom line - i reserved and paid for a full size truck and was not provided what was agreed to. It took way too much time and frustration. I will stick with the companies that I have had positive experiences with in the past.
TL/DR: If I could give them less than one star I would. The agent at the airport LIED to me about the price of the car, sold me a car that was $200 MORE than the documented price, and Hertz customer service later said to bad so sad. Im now $533 in the hole for a car that was marketed as a $304 rental.THE STORY:I rented a car from Hertz Austin Bergstrom International Airport for a week. The agent told me that the rental would cost $304 including taxes and fees, plus a refunded $200 deposit. She even printed out a receipt upon payment with the $304 total. After returning the car on time and in perfect condition, I was charged $533 with no refund of a $200 deposit. Three weeks later, I still dont have the deposit back.I called Hertz customer service and was told that I was responsible for $533 because the agent had made a mistake with the estimate. They said that there was nothing that they could do about the agent LYING TO SELL A MORE EXPENSIVE RENTAL. I asked to speak to a supervisor, was told that the supervisor was busy, but that he would call me right back. Its been over 24 hours and still no response.
I rented from the hertz website a Jeep wrangler 2 weeks before the rental started. I paid more to have this jeep it was guaranteed to be there and it wasnt the man at the counter was going to give me a nissan instead when I told him no he put me to the side for someone else to handle eventually I got a dirty suv that someone just brought back. If youre a Wrangler enthusiast and want to rent a Wrangler dont be tricked into paying for something you dont want to like I was use Turo instead
Vehicle was lost upon returning because I got s call 5 days after I left Austin saying the vehicle had not been returned.
Everyone was very helpful but this was extremely busy. Drop off was simple but it is slow to get a receipt.
If I could give them a zero I would. Worst check in experience of my life. Took over an hour. My gold reservation was all screwed up. The car they tried to pawn off on me was filthy. When I went to leave the premises we had to start over and check out all over again to be able to leave the garage. It was horrible and Jamie at the vip counter needs to be replaced. Such arrogance. Horrible.
Was not pleased... went to drop off keys only to find they closed. What would have taken 16min ended up being 4 hours to drop off the vehicle 35 miles from hotel instead of 3 blocks... not happy!!!!
It was easy to pick up the car. The wait at the reservation desk was minimal and I was in the car within 10 minutes. There were no issues with the vehicle. It was easy to drop off the car at the airport in Austin, Texas.
The agent at the counter sold us on additional toll charges stating that if the services were unused, it would be automatically refunded. When calling customer services to follow up on the refund, they said that it was not true and they were not able to provide a refund.When renting from Hertz Austin International Airport, expect to be upsold on additional charges and unreliable customer service.
Over an hour wait and I got lucky... I was only 7th in line. There ended up being over 30 people behind me and the ladies were still going so slow with people at the counter AND there were only 2 employees working. Completely unacceptable, unreliable and a terrible way to start a trip. All other rental agencies in the terminal had NO lines. National, Alamo, Avis, etc.
Getting the car was very easy. When we went to return the car there were spikes across the entrance. But the spikes were pointed the other way and we drove over them. It would have been nice to see a sign about the spikes. After that returning the car was very easy.
Go Enterprise. Or Sixt. Or Hitchhike. Literally go with ANY other option if you want the vehicle your reserved to be available when you arrive, especially if its a work vehicle. I have never been more disappointed with a company as a whole. The individuals at this location are pleasant and professional enough, but the service as a whole is embarrassing. I feel that I am owed a couple hundred dollars and the service line is proving to be a joke.
Absolutely horrible. I rented a car through hertz somehow it went to the wrong hertz, so when I show up at the austin TX airport hertz they tell me that there is absolutely no way that I can get the rental transferred, and that the other hertz can’t drop off the car I rented. So I had to uber from the airport to another hertz. After renting the car, it smelled like cigarettes inside. And then at the end of my trip, I wanted to transfer the rental drop off location to the airport hertz and they told me that I would have to pay for another contract, just to switch the drop off locations, which would have doubled the price of the rental I was getting. Which in turn made me drop off the rental car then uber again to the airport. Horrible company, horrible customer service. Luckily the car worked perfectly.
We have been here for over 30 mins now, and still in line. There are only 2 people working at the desk.and the line is still 14 deep! 😒 need more people working to desk, I think
I utilize this Hertz about 45 times a year. Overall, I find the cars to be clean, the service to be quick, and the returns to be painless. One of the workers there is an absolute gem and I always feel taken care of when he’s on shift.However, I’ve had 2 experiences recently that have tarnished my opinion of this location. Despite having proof of my flight out and a reservation for a certain return date, I was charged for 3 extra days because an employee must have forgotten to sign my car back in.This week, it was misting and raining in Austin. My rental started fishtailing everywhere. I ended up checking the tires out, only to find the rear tires were completely bald. Luckily I was not in an accident but these tires should have failed any visual safety check (which tells me there was no safety inspection done on the car recently).Hertz rectified this by towing it from my hotel and ordering a Lyft for me back to this location to pick a replacement. While the situation was taken care of, no apologies were made for the dangerous state of the tires. If you rent from this location, PLEASE check your tires first... It could make or break your safety.
They only had three out of six desks open in the middle of the day on Friday; youd think that is one of their busiest days. It took about twenty minutes to get to the front of the line. Other than that, they were very kind, offered us water while we waited and were very helpful once we got to the desk.The car was great. We got a very recent model year of the Chevy Suburban, it was in great condition and drove really well. The lady at the exit gave us some good recommendations of places to eat. Overall, I would use Hertz in Austin again but I hope they are better-prepared for the influx of customers they get on Friday afternoon next time.
Always love renting with Hertz. Great car selections, rediculusly fast pickup and drop off experience, and friendly staff. With Gold status, its literally as easy and reminiscent of walking to the parking garage and getting in your own car and driving away. Same with drop off, park grab your bags and walk away.
They robbed me of over $600. They must train their employees to lie to customers to get more money from them. And they prey on people that have never rented a car before DO NOT USE THIS COMPANY TO RENT A CAR!!!
As a Gold member and frequent renter at the airport, I would typically give this location 5 stars. Not this time..... Our flight was extensively delayed due to weather and we would not arrive until after closing. I called the Hertz desk multiple times to discuss the situation and could only leave a message... no one would answer the phone. I left my number, but alas, no return phone call. Sure enough, after dragging ourselves across the old parking structure at 4am to reach the new rental car area (be ready for a long walk), it was bright and shiny and empty with no one to help. People were already dropping cars for early morning flights... with no attendants. Some delayed travelers ended up sleeping on hard benches while the rest of us waiting customers tried to get help. Thank goodness the manager arrived early and got us a car... after an hour and a half of waiting. The good part was we did not have to wait yet another hour until the posted opening time. Thanks to the manager for arriving early for work to help out stranded customers.
They charged me fuel charges, and I delivered it with a full tank, the bad thing about going to Austin Bergstrom airport is that you leave the keys with confidence since there is only one person in the lot and it does not arrive until you have leave and left the keys in the car you rented. And due to negligence and poor attention, they dont check the car you left. Bad Hertz, I have had 4 car rentals this year and more than $ 200.00 each time. I am not going to rent with you anymore, I am going to change providers to see if they have better customer service.
Easy pickup (at least for Gold Members) and dropoff. Convenient to the terminal.
Worst car rental experience ever. Infuriating, exhausting, and not worth the pain.I had already paid for my rental via Orbitz prior to coming here. They tack on another $120 dollars at pick-up for fine-print fees. Sure, the people were smiling and helpful and answered my questions, but then I get another charge 2 weeks later for $15.84 because I used a toll road.The car was clean, however dented on the doors and scratched on the bumper. The car handled fine and served its purpose.Customer service was terrible. Speaking with their representatives, they transferred my call 3 times before transferring me to a 3rd-party Toll-Payment provider. This Toll-Payment Provider paid a $0.99 toll for me. It cost me $15.84 for them to do it, even though I exclusively told the Hertz representative prior to signing the contract that I wanted no additional charges in any way. They smile and kindly inform me that wont be a problem.This Hertz does not properly inform their customers of their policies, is expensive for the quality of service, love their hidden fees, and their customer service call number is an absolute pain to navigate.
I have never left a review but I felt that this was well warranted. After arriving early I went to pick up my car. After the agent tried to upsell me The agent notified me that I would have to pay almost a quarter of my rental price to pick up the car early or wait 3.5 hours until my rental time. I am a Hertz gold member and rent cars monthly. I have never seen such poor customer service.
This is for a current situation Im dealing with involving the Airport Hertz location.Im extremely disappointed given that me and my family travel often and rent vehicle frequently.Picking up the vehicle at the Old Settlers location was great. The team there is awesome and gets you in and out rather quickly. I rented a vehicle that was returned with windshield damage by the previous customer. It was notated in the file with pictures of the damage before it was rented to me. On top of that I purchased damage protection.I return the vehicle back to the Bergstrom Airport location at night. 1st it was extremely difficult to find where to go. Myself and another family returning a vehicle both couldnt figure out where to go. After being directed to two different areas an employee comes up and asks if I need help. He then states oh you just leave the vehicle with the keys inside. I did tell him thats not what all your signage says outside.So about 10 minutes later I receive a receipt with a charge for the windshield damage. The windshield damage that is shown in my account as being there already (they could have easily found this) and even so, I paid for damage protection, that should have covered it anyway.Im currently going through a nightmare of getting refunded. The location I picked up the vehicle at is assisting the best they can but ultimately Airport Hertz is responsible and apparently my situation doesnt warrant a resolution.Again very disappointing. I will never do any type of business with this particular location and encourage others to do the same. Avoid it.
Easy to use, walked straight to the car from the terminal. No check in required as a gold member. Car was clean and nicer than expected waiting in my designated parking spot. Drop off was just as quick and easy. Credit card was charged exactly as stated, no hidden or unexpected fees. The only reason I didnt give it 5 out of 5 stars is that, like all the other car rental companies, it is a bit of a hike from the terminal with suitcases. Certainly not Hertz fault though.
Completely appalling on every level, everyone working at Hertz is a hopeless incompetent.
The car rental experience through Hertz at the airport was extremely easy and setup really well. The whole process flowed very easy from the start of picking up the car. To the end of returning the car. I definitely recommend Hertz. A tip I would recommend is to sign up to Hertz Gold online during reserving the rental. It made things move so much faster.
I will never rent from Hertz again. First off, if you call Hertz no one from the rental center will pick up. I tried. Then if you call the national line you are charged. Secondly, they open at 7am. They are not prepared to help people at 7am. They just arrive for work then. There was a line of people at 7am. The employee was turning on the computers, wiping down counters, tidying up the reception area. Opening shift duties need to be done prior to 7am! Other employees eventually came out at 715 am. This place is a joke. The complete disregard for the customer is apparent from the top down. Rent else where.
The place is supposed to open at seven its 7:15 and there is no on here a line of cars ready to check out and no one here to help
Amazing!!!! Customer services by the sweetest woman named Olaronke! This was my first time renting from hertz (wont be my last), she made my friends and I first experience in Austin wonderful! There should be more associates like her! She was sweet, kind and genuine! She also recommended us great! places to visit which we loved. She went above and beyond her job description and we truly appreciated it... Good people are hard to come by and she for sure is one of them!
I was really disappointed with Hertz this time. it wasnt just the fact they didnt have any cars it was the way they handled it. Im giving them two stars one star for customer service and one star for management. The car was fine once we got one.
I felt very pleasant in this particular Hertz. Attendants are so nice and really know what to do. I had an issue with a reservation where the GPS was ordered by mistake and I had to cancelled it. The attendant did everything possible to arrange things always keeping a good mood.
Interior was dirty. I left a phone charging cable in the car, went back 20 mins after dropping off the car but it had been taken by one of the Hertz employees. The Service desk supervisor was friendly and helpful but directed me to the website to file a claim. I was hoping for a better overall experience for the premium price. Ill probably go with a different rental car company next time.
Worst customer service by far! Reservations mean nothing. Didnt even have a car period. Stood around for 2 hours. Needless to say ill call a cab before i attempt to use hertz again.
Slowest customer service. Huge line of 20 people and the one customer service rep is giving out 10 minute long tourist information lectures to every person, without anyone asking for the information. We must have heard the same litany a dozen times while we waited over an hour and a half. The manager came up, but quickly went to the back to wait for gold elite customers (even though none were there). All the other car companies had no lines.
I paid a lot of money to get a rental car for the week I was in Texas visiting my dad who has cancer. I knew I was going to be charged the underage fee as I’m 24. It was worth it to see my dad.What wasn’t worth it, was the customer service I received. I work in hospitality and it was plain awful.The desk clerk, did not clarify things in regards to what vehicle I could choose. She said there would be someone outside to help me. The guys outside just pointed and said “it’s down there”. I had to hunt someone down to find a car as there weren’t any available. You can imagine with a toddler, and all of our luggage, how great that was...I finally was told to choose and “upgrade” and I asked the guy at the gate if I would be charged more and he told me no because they told me to get an upgrade.... even though the car didn’t count as an upgrade (gate attendants words... not mine!)When I left I had the hold on my card which I expected. $200 hold. $217 remaining left to pay. I paid the other 400 something online when I booked. Well, the charges dropped. THEN I had two charge for $417 post.... causing me to have little money for a week long trip out of state. That’s almost $500 they were holding!I called customer service and was told nothing could be done until the charge posted. Which of course, it didn’t. But I also did not have access to my funds.I inquired about some sort of refund/compensation for my troubles and lack of customer care and no one ever even contacted me. HORRIBLE company. HORRIBLE service. I would not recommend!!
Convenient if you need to return or pick up during off hours of every other Hertz. But they have only 1 employee handling all the Sat morning business. Every other car rental counter has at least 2 employees at their counter & why Hertz is the only one with a line of people waiting. Having to stand in lone 20-30 min for a car that was reserved is ridiculous.
There is absolutely no way to contact a human at this Hertz location at the Austin airport. Ive been trying to reach someone for 4 days in a row. No matter the time of day, nobody answers the phone and their voicemail inbox is full. They overcharged me on my latest rental. Total scam.
WOW. I had an awful experience of being overcharged and have talked to multiple reps along the way who have refused to refund me the difference. I should have read the reviews because this is obviously an issue at this location. Shame on you as a company for taking advantage of your customers.
I rented with Thrifty and return through Hertz in Austin. When I returned it, one of the Hertz agents, Ellen, charged me for the fuel being less than full. Two gallons for a ridiculous 26 dollars. She DIDNT even inform that they would be a charge! I was fuming when I saw this because there was 517 miles left on the car! When I got it there was only 477! I had her recheck it and she still said its not touching F when it clearly was. She told me to talk to Thrifty customer service and when I did she came over saying she made a mistake and it was actually at 8 and not 7. If I havent taken the extra step of rechecking, I would be out 26 dollars for a mistake by the agent. When I called to complain, they told me it was the SECOND time it happened THAT DAY. Why would you let someone like that back on the floor?!?! A manager named Ali finally helped straighten it out, but it took extra time. If I was rushing for my flight, I wouldnt have had that extra time. Make sure to look at your receipt when you check out especially if Ellen is there. She is extremely predatory and will likely overcharge you. I dont know how many other people she screwed over since she started. The car was left with two more gallons in it than when I got it and when I brought this point up, they had the audacity to say that theres a lot of cars here! Fuel should be the first thing they check seeing as how they are charging 13 dollars a gallon when its 1.99-2.39 per in Austin right now! Even if leave extra fuel in it, they still might charge you extra for no reason! If you cant even check the fuel gauge correctly, you obviously shouldnt work for a car rental company!
This location is great if you like to be scammed. We dropped of the car in the Express drop off ay the required time for our reservation. Three days later they hit our account with another $279.After hours on the phone with useless customer service. (Menu loops and holds) finally get a live person. They say oh yeah our mistake, I will request a refund. No money has been returned.Im startIng to think they purposefully hold rentals over to make money for a failing company. Please rent any where but this dishonest company. Especially the Austin airport location.
My first rental with Hertz, but it wont be my last! I was skeptical after a horrendous experience with Budget. However they completely exceeded expectations. Their team was very happy and helpful. They made it a breeze to get my rental and get on my way.For a big airport you would kinda expect the service to not feel as catered, but they definitely made me feel like a welcome customer while handling a lot of volume.
This is the 3rd time I’ve rented from this particular Hertz/Thrifty location and was reminded by Jacob’s shining personality and superior customer service upon arrival. No hitches. And the same positive vibe and smile that I received from him last time around.I had to tell Ali, manager on duty at the time, in person about Jacob right then and there.Upon return, I encountered Angela and Ken to make another reservation, and same excellent customer service! Wow!I love the text message system you use to respond to customer complaints, which are answered promptly as exemplified by Ms. Beaty. Beats being on a robot phone waiting for hours on end to get a problem resolved.Thank you!
This location sucks, tried to upsell every thing they could which creates longer times just trying to pick up a reserved car. If I wanted all the extra stuff I would’ve reserved it that way. Second they just charge my credit card a bogus amount for tolls when I didn’t even do that much driving for the time I had the car. I tried calling customer service several times to get a detailed receipt for the tolls (also another compliant, no receipt for the tolls) but can’t reach a person to figure out the billing for tolls because of system issues.
In a recent trip to Austin, I rented from Hertz. A few positive things to note:1) They were they cheapest agency at the airport that I could find2) Our flight was delayed and arrived at 1:30 am. The staff stayed past the 1 am closing time (which may be standard, but still appreciated) and made sure I got my car.3) It was a very easy and personal check in process. There were 3 workers helping people get cars.4) Returning it at 4:30 am was easy and there was an attendant there to help direct even though the website said they opened at 6 am.
Review based on Hertz Gold experience. Arrived on Thursday night walked through selected a car from the adequate amount of cars available. I had filled in all the info prior to pickup. The whole process from start to finish took about 5 minutes. A little tip is to set Google Maps to Avoid Toll Roads so not to get hit with any unexpected fees.Car was a 2017 Ford Fusion Hybrid, quiet, clean, and of course good on gas. Return was a similar experience that took about 3 minutes.
21 days after rental and card deposit is still blocked...
Staff was friendly and my car is always ready!
Cons*They give you a slip to fill out when you pick up the car. You note the mileage, identify any damage the car had before it was in your possession (so you are not responsible for it) etc. They did not give me a pen. I asked everyone in the garage I could find and none of them gave me a pen, but they all told me to leave and that the attendant at the exit booth who would collect my paperwork had one.This means that I would be in line, holding up traffic, trying to do the inspection at the exit. With such pressure, I may not do as thorough a job, or not inspect it at all. I locked my luggage in the car and went to find a pen. It was a long walk and wasted my time, but the alternative is worse. This is either an underhanded ploy the company uses so they can re-charge everyone for the same damage over and over, or they are just really disorganized and in efficient. BRING A PEN or ask for one before you leave the desk. FILL THE SLIP OUT THOROUGHLY.*CHECK YOUR PAPERWORK THOROUGHLY--Make sure the amount of gas the car has is noted in the paperwork. If you bring it back with less than that amount, theyll charge you $10 per gallon that it was lacking. Likewise, if the gas gauge is at half, and you bring it back full, it will be your loss. Return the car with exactly the amount of gas it had when you picked it up.--Keep your receipt when you refuel the car, and be ready to show it to them when you drop it off. They sometimes try to apply a fuel charge, but if you bring the car back with the the right amount of fuel, and show them the receipt, theyll drop it.--Theres a device that tracks the payments you owe for toll roads. If you accrue $2-3 of toll fees, they will pay it and charge your card, but will also charge you a convenience fee that is way more then the toll. Its ridiculous.*If you want to extend your rental, there is a $200 fee. So make arrangements with that in mind!ProsYou can call the company at any hour and change your reservation BEFORE you pick it up. This was really handy, since our plans changed unexpectedly.They are a decent place to rent a car. Most rental car places have the problems I described, and worse. Just be sure to check and keep your paperwork. I would use them again.
Arrived at the counter to be told the booked car was not available. I was shown pictures of alternatives, chose one and was shocked later to find I had been charged $800 for an upgrade. They didnt tell me at the time the repalecement was more expensive - it looked the same type of vehicle. And, when the drop off location was closed, I dropped off close by and I checked whether they would charge extra for this. I was told no - of course, another $800 charge on the credit card appeared! It took ages to get Hertz to refund and even then with their opaque billing they never refunded it all. What racket! I used Enterprise next time and complete contrast
I do not always rent from Hertz, in fact, I always rent from a different company, but after reading all of the positive reviews for Hertz in Austin, I decided to go with them. The car was in top shape and the service was top quality. The latter is the reason why I would recommend Hertz at the Austin-Bergstrom International Airport; the personnel. They were incredibly friendly and helpful. I am pregnant, but I was traveling with other people in my party and the Hertz crew still helped with my bags and volunteered to help me get settled in the car. In addition, I asked questions about tolls and other things and they were more than helpful.
ABSOLUTE WORST! Go to another rental company, waste of time/money.Hertz is robbing people, coupons/promo codes don’t work, false advertisement, terrible service, management is a joke, customer service is nonexistent, impossible to book the car you need “No guarantees to specified model/ 4wd “ don’t expect the car you “reserved”. Cars are not ever serviced properly making it unsafe, especially in extreme weather conditions. Swapping cars never works and getting someone on the phone is impossible.Ace has rentals for $15 a day.#Hertznightmare #scam #noguaranteeservice
My husband and I have had the WORST customer service with this company! They were extremely rude at the counter. The pre paid amount does not cover a spouse to drive a vehicle. Its an additional $13 per day. when we called to cancel the reservation, we were hung up on by customer service twice. The customer service rep called on my behalf to try to get the prepaid rental credited. They told me there was be a $50.00 cancelation fee. I told them I would call myself. We went a few counters down to Enterprise and had a great experience. I then called Hertz customer service from the car and was hung up on again. When I called back I was told I would receive a full refund. I only received a portion. I disputed it with my credit card company and hertz denied the remainder even though their system confirmed I was due the $100.00. I called a few more times and was transferred to incorrect departments, hung up on a few more times, transferred without even being told where I was being transferred to, told to call back in 48 hrs, when I called back in 48hrs still no answer, I was told I would receive a call within the hour from a supervisor. When I told the customer service rep that I was not confident AT ALL that I would actually receive a call back, she assured me that she would follow up within the hour. Never received a call. I finally called back I had to finally wig out until I got a supervisor. He read the notes, confirmed it was owed and credited me in less than 2 minutes! This could have been resolved months ago. We will never rent through HERTZ again!!!!
Great service and they make everything super easy
They have worst coustomer service and be very careful if you pre pay, they will make sure you get a lower grade car. I rented a premium full size (Jaguar XF) a month in advance all to realize I was given a standard size car. When asked to refund me the money for downgrading me (instead of upgrading to my surprise) all I got is contact the Manager Mel Beaty who has still not got back to me. BEWARE! of rude employees who actuall said full size and standard size car are the same and since you pre-paid we cant help. The best aprt was the option I was given a and I quote Just take the car we have for you or leave it. I wish i could give them no star but one is the minimum.
Hertz is always awesome. They go out of their way to help. I requested gas prefill prior to leaving and the sales person did not add to my bill and she almost charged me. I told her that I requested this service and she just refunded properly. She told to check my ticket next time. I will check my ticket prior to leaving from now on. I also had a bag not checked from my flight and Hertz made it easy for me to claim my bag. Thank you for hiring great employees.
Charged us insurance @ 39.99 per day without asking. Be careful when renting at this location. If this happens you must go back to have it corrected!
Hertz is always the worst. Massive line and only one person working at a snails pace at the counters. Online and phone customer service won’t let you ever speak to a real person, even when you run through all the automations. AND Charged me double what I pre-paid online
Rented through SW. SW system never mentioned needing a card or anything to book...reservation was confirmed and sent. Hertz Employees requested a card I did not even have any more...to get the Gold Rewards started...although booked through SW. After getting to airport 3 hours later than expected and in a very tired state, they just said they could not active the rewards but I could still rent...only to find out they charged me double (same type of car) the reservation price from SW. Bad business all around. This will be updated based on the outcome of customer service. ***Prefer to give the good reviews but this one warranted a bad one. Also, new employee up front was very nice and did a nice job trying to get the typical upgrades...but he was being trained by another employee...100% on the trainer.
We were very pleased by the experience we got at Hertz Austin Airport, at first, the person that helped us tried to sell us a bigger car, even though we didnt need it, and also tried to sell us every single insurance packages available. Be sure to buy just what you need and not fall for this trick.Then another person came to help us, Martha, she was very nice and very helpful and she made our experience here unforgettable, she followed up on us throughout the rental and assisted us in rebooking our rental when we finished. If you can talk to Martha make sure you do!
Frustrating experience. We were given a car that stalled out on us several times. When we went to exchange the car, Hertz was unwilling to offer any compensation for the several hours wed lost trying to manage car issues. We were told to take the car to a location that closes in a half hour in the hopes that they would have a more appropriate vehicle.
As a Gold Plus Rewards Member pick up is efficient.Prior to this rental, I had reviewed articles on yeas and nays of purchasing the insurance offered by the rental car company and this time I did opt to pay for the insurance, which increases overall cost of rental by about a third.The rep. offered the option to return w/ tank empty and provided a per gallon price. I opted to return tank empty. I was surprised that Hertz does not simply top off the tank, rather they assume the tank will be empty and the actual fee charged is for a full tank. This surprised me, and this was clarified only after the contract was finalized. Interesting sales tact.Overal positive experience.
Overall, I liked Hertz. I used it for work & I travel a lot so convenience is key.However, I left a suit jacket in a car one day & realized it as soon as I drove out of the airport. I call this facility twice, left a voicemail, talked to Corporate in attempts for someone to get a hold of a local person working at this office - to no avail. (All within an hour of dropping off my car)So I stop by a few days later, they tell me they don’t have any suit jacket and to check the lost/found on the website to see if someone reported it.Which, didn’t make sense because if it wasn’t there at the location - how it would somehow end up reported online.But I tried anyways. Then hear back from an employee that they didn’t have it (surprise surprise).So, either someone found it & decided to keep it, or the Hertz employees can’t properly hold & store their customers items.Needless to say, I will not be using Hertz & will tell all my coworkers to switch to Enterprise or any other rental car agency that isn’t Hertz.
There was only one agent working the kiosks so there was a line out the door. They were also out of the size car we had reserved but they did give a decent substitution. Customer service was great though.
They didnt have the car I has reserved, then charged me for the upgrade. They even charged me extra for the satellite radio in the upgrade car when it was standard for that vehicle.I usually rent from Enterprise or Budget and when they dont have the car I reserve the always give a complimentary upgrade. Calls to customer service are no help with the upgrade charge, but did get them to take off the radio charge.
Booked our Nov 3rd premium rental of a Suburban back last summer. Arrive @ AUS and no Suburban. They then offered us the smaller standard size Escalade (shortened model). Vehicle was a beat up high mileage rental. They would have turned us loose in this piece of garbage but I happened to spot a SLASH/CUT in the sidewall of the passenger front tire. This is UNSAFE, do your people not inspect the vehicles before giving them to a customer?? So back through the paperwork once again. Now they offered us an Infinity Q80, again a smaller vehicle than was requested and yep another high mileage rental. Dings and scratches all on vehicle. Accepted it as the check out procedure was really dragging out and had to get going. At the end of the rental. we returned the car and I started to go through the list of pre-existing dings and scratches on the car with the returns person. She was the only person to be reassuring and professional with us during this rental. She said no problem, this is high mileage rental and they know its got a bunch of dings & scratches. We were good to go with no issues. Thank you. FYI the Infinity Nav is one of the poorest I have experienced - slow to react and just plain wrong directions at times. Also, the Adaptive Cruise Control is just plain flaky. Would occasionally sense a vehicle in the next lane would trigger the vehicle to slow down as if the car was actually in front of us. I expect better from a quality rental company such as Hertz. Our previous rental experience last spring in Phoenix AZ with Enterprise did everything right unlike our experience with Hertz. They had the new low mileage Suburban cleaned and ready to go just as promised - no delay at check-out and check-in, no surprises !!! I really hope someone actually reads this review as your crew at AUS sure disappointed us this time.
Picking up the car at Austin-Bergstrom Intl Airport was straightforward. The rental car sites were conveniently situated within walking distance of the terminal. All the paperwork for the rental went smoothly and I was happy to be able to get a car of the right size, just as I had reserved it. Several times Ive rented a car from other agencies I have been forced to rent a larger size than Ive needed because no others were available, this didnt happen with Hertz. I was able to add another family member as a driver on the rental agreement the next day simply by going to another Hertz site in the city of Austin TX and having her fill out the paperwork. I have only one disappointment in that regard. Hertz would not honor the arrangement they have with AAA to allow an additional driver without charge to the contract because I could not produce my AAA card at that moment (I had mislaid it). Nevertheless the additional family member was able to produce her AAA card but they added the charge to my total bill anyway. Other than that, the car rental was entirely satisfactory.
Quick and friendly service. We had no issues in picking up a rental at this location. A convenient kiosk was available next to the check-in desks so we could bypass the line and we could talk to a live representative that checked us in. Sufficient car choices were available and they were in good condition. Standard re-fueling and toll options were offered.
The worst be careful they will try to wrongfully charge you, and the corporate will definitely back them and ignore you please use another company especially at the Austin airport the manager Alicia was very rude
Im a Hertz Gold member and my car was NOT ready and not listed. The 3 self service machines were down! Only one person was working the 3 front counters. Long, long line. And then once you walk towards the lot, you realize that there are other Hertz service counters around the corner with reps hanging around, chatting and not looking to see what is happening in the front room! The car sucked. I was expecting a Ford Focus and got something much smaller than what I asked for, no cruse control, and at the far end of the parking aisle -- so much for Gold membership. Too lazy to walk back and re-wait to get different car! Dont be impressed with their low price gas fill-up off - the rest of Austin is $0.50 cheaper. Fill up on your way back to airport - check cheap gas app for low priced gas.
The process for renting and returning was extremely easy. Returning the car just follow the convenient road signs right to the drop off area. There is some walking from the garage to the terminal so if you have heavy bags that dont roll you may want to splurge and get a cart. The staff was so helpful and quick. There is normally someone attending the eReturn area so if you dont see the assistance lane open head there. Highly recommend!
Cory is the man up there! Great service and helped me get a car that my girlfriend loved. I’ll probably become a gold member now.
First inspection we noticed the hood did not align right and the carpet was pulling up in multiple places. When driving the van made a rumble noise and you could feel it. We checked the tires and they were basically bare. Called them to see about a swap and they wanted us to drive back to the airport, risking safety of family driving on tires like that. Second call we were told to take to a tire shop and they would pay for new tires. Discount Tires said the two back tires wouldnt even pass state inspection they were so bald. Why would tires not be checked when vehicle is returned?! Got two new and Hertz paid via phone for them. Have been trying to get hold of manager to discuss the situation and see what can be done for the time lost waiting for the tires to be done, have not been able to reach them or get a call back. Will take to higher authority if no call back soon.
Ive rented in Austin before but theyve put in a new methodology, evidently a pilot program, and I was underwhelmed.I think theyre trying to give #1 Gold members the option to upgrade for themselves; I say that because Im not sure that was the program. I had a Hertz team member meet me and walk me out to where my rental was parked instead of my finding it as I always do. She was telling me about various areas of cars and my choices. Really, on a business trip, all Im trying to do is get my car and get out of the airport as quickly as possible. I almost never have a need for an upgrade and this just slowed things down.Nice try Hertz. Fail.
I am a Gold member, but when I arrived, the car was still dirty and not prepared. The gate staff took 10 minutes to let me out due to machine trouble, and charged me for pre-purchase gas although I told him I would refill by myself. (And he repeated it.)This was the worst Hertz experience I have ever seen. But everyone was trying to be nice, which was good. So, I rated 2, not 1.
Upon landing at AUS, I got both the normal email confirming my Gold reservation telling me to head to the Gold lane, and then shortly later another email saying because I had not yet arrived (we landed on time!) I needed to go to the Gold desk. Disappointing but no big deal. However, we had to wait 15 minutes in 30-degree weather until the single employee on staff was able to help.Frozen, she gave me our slip and I walked out to the car. The anger increased when the car did not have NeverLost as ordered. We walked back to the Gold booth but the worker was gone, because she also had to cover the exit gate. Once she was done checking out people there, she came back to help us.She said she didnt have the same model of car with NeverLost so shed have to give us a Corolla. OK, whatever, I just wanted a warm car to sit in since we were freezing outside for 30 minutes and counting now.Unfortunately, upon inspection of rental agreement, the total cost was significantly higher than what wed been quoted. I was charged a higher daily rate, PLUS an upgrade fee. To be clear, I did NOT ask for or want an upgrade. I just wanted the car (with GPS) and rate I was promised.When returning the car, there was no one checking people in. I went to the Gold booth to find someone, who forced us to walk back to the car (still cold!) to check in. She then said I had to go BACK to the Gold booth to sort out my overcharging. The person there called her boss, and said theyd fix it, but in the end I was still over charged. Down from the higher amount, but still higher than the the rate and options I reserved and was confirmed.This location is under staffed and apparently under trained. Employees should be empowered to make things right on their own and to give customers the services they were promised at the rates they were promised.
Well, when we landed at the airport on 4/17/19, we had to walk across the street to check in. The desk woman, hustled me into getting insurance for hail, because she believed, theres heavy hail coming down that night, but end up not happening. I thought that was cheating, theres other small fees and total came to way over than what I had expected. Renting a car shouldnt have to be this expensive, its more than the hotel I was staying at. So do yourself a solid next time and dont let any of the staff hustle you into anything. Let me be the one to set as an example. We ended with Kia Soul, vehicle seems to be in good shape and clean with minor scratches and a small dent in the front hood. Overall service was ok, just do your homework before booking with this company.Happy and safe traveling.
Yea this place can kick rocks. Front desk can find a new job.They act so dumb. Not renting here anymore.
Representative at this location told one my employee to get an Uber or get a better job. They would not rent her the pre-paid (with full insurance) car because she had a debit card rather than a credit card. They gave me a bogus phone number to reach them.When I called to report this outrageous customer service to their national agents, two agents hung up on me after telling me they would put me on hold to get me an answer.Take solace in the fact that whatever job youre doing, youre doing it better than everyone at Hertz ...
Im a Hertz Gold member (sign up - anybody can get this), so I can walk directly out to my car. This location is great because of its proximity to the terminal (just a short walk, not a long shuttle ride). I havent run into any issues with the service here - they keep things moving and are friendly enough.
Made a reservation 6 weeks ago. Arrived at 10:30PM and there were no cars available! All rental cars were gone as well. The only response was sorry, get an Uber and come back tomorrow at 10:00AM we will hopefully have some cars turned in... what a horrible way to handle it. People have plans and itineraries that are now thrown into disarray.
Last week, I rented a car from Hertz for a business trip. Having the ability to choose my own car expedited the check in and out process at the Austin Bergstrom Airport location. Very courteous and effective service by Hertz personnel. I was given a complimentary bottle of water for the road. Car was exceptionally clean, full of gas and ready with key in console to drive away. Timely and efficient service!
Hertz nightmare Christmas experienceOn 12/23/18 we arrived in Austin, TX in the “South Terminal” seems like a bad dream at 11:30pm with 3 kids and a 20 minute drive to the main terminal to get our rental car. By the time we make it to the Hertz counter my husband is covered in vomit 🤮 thanks to our motion sick 2 y/o, the baby has a fever oh and my purse was left on the van. It’s now almost 1am. I explained to the lady at the desk that my purse was left on the south terminal van, my rental was paid for in advance and give her my I.D. She informs me they close at 1:30am and my reservation doesn’t exists hands back my drivers license and does nothing else.We are the only people in the place at this point. My infant and 2y/o are crying too. I pull up the reservation on my husband’s phone (since mine is in my purse on a bus), give her the reservation number and she says, “found you, we don’t have the car you wanted only a truck.” I have 3 kids my husband and a stroller, two large bags and 1 carry on bag. It is supposed to rain most of the week as well. I tell her this and she plainly states, that’s all we have left. I ask if there’s an suv or a van that will keep our bags and the babies stroller dry and she says “that’s all we have. Do you still want your rental?” I say I guess, it doesn’t seem we have any other options at the moment. Then she proceeds to ask for my credit card, mind you I have already explained the whole ordeal with my purse (my husband is trying to get in contact with the van services to see if my purse had been found) I explain again that my purse, with my wallet is on a bus and we are trying to get it back. so I do not have the credit card I paid for the rental with. She says “Sorry we can’t rent you the car without that.” Then goes back to playing on her phone. It’s 10 min until closing, And she has no desire whatsoever to help our family. My husband suggests we use his credit card for the deposit, after all we have the same last name. She says can’t do that it has to be the card that purchased the rental and offers no other suggestions or help going back to her phone.I’m about to cry, I have a sick baby, both my toddler and husband are covered in vomit and my 10 year old is about to fall asleep on the chairs.I ask to speak to a manager, (who apparently is around the corner and the only other employee working at the time) the desk addendant radios the manager. I once again explain our horrible situation and ask how we can fix this problem. She says they can’t use my husbands credit card. I suggest we cancel my reservation and rebook under him with his card. She states they could do that, but I would have to go through USAA to get my refund for my paid for reservation (of course they are willing to have us pay 2x for a vehicle we didn’t even reserve). Just then my husband runs in with my purse (the van driver returned with it, awesome man).We walk out to the truck and they turn the lights out and lock the doors before we’re even loaded. I notice several other vehicles in the lot that are SUV’s but can’t inquire since they’ve already closed.Day after Christmas I call trying to get the truck switched out to a different vehicle that can accommodate our suitcases. After spending over an hour on the phone and being transferred 3 different times the only “possible” solution is for me to drive in the rain back to the airport and they “should” have a vehicle to exchange for us but according to a separate person it’s not “for sure.” We ended up wrapping our suitcases and stroller in garbage bags instead of making a 30 minute drive back to the airport for a “possible” vehicle exchange.The most dismissive, unprofessional rental car company employees that I have ever dealt with. Not only will i never rent from Hertz again but I will tell others of this awful experience with them.
Hertz bailed me out after Avis left me standing at the counter with no car after flying 1700 miles to see my son graduate from Basic Training. I do not carry a credit card as I use a VISA debit for places where I need a C/C. Avis refused to take my card even though their advertising states that they do. Hertz took care of me and will have a customer for life.
As a Hertz Gold member I just walked to the board, viewed the location of my car, walked to the correct row, selected my car and drove off the lot. Just a quick check at the guard station and we were out of there! Easy peasy! Revived an excellent price through the Southwest web site, so even better!
Bottom line it Hertz to rent from Hertz. I rented a car on a Saturday and was given a quote the was nearly half the price I actually ended up having to pay for the rental and I didnt even get the extra coverage, so I was already upset and felt misled by the rental agent. Additionally, I told the agent I would be dropping the vehicle off the next day in North Austin. We discussed the Braker Ln. location was the best option. He failed to mention that the location is closed on Sunday and if you leave your keys in the drop box additional rental charges will apply until the location reopens. At 11am when I tried calling the 24/7 hour line at the airport and the 7 day-a-week 6am - 1 am Hertz front desk at the airport, no one was available to answer the call.
Rental was nice and clean but car kept on saying it was do for a oil change which was kind of concerning but yet again not my car.
My oh My, they really know how to do car rentals! No hassle getting an American Brand vehicle from their Pick-Your-Car lineup. Even better, no hassle car return for those who cut time short for a flight.Best deal ever using AAA too! Ive found my source for all future car rentals!
Avoid this location especially when the manager Keith is here. He charged me for the vehicle I reserved which they didnt have and the lower class vehicle I was forced into and charged even more for. When I tried returning the vehicle due to several mechanical issues he kicked my friend out of the car to go on a joy ride with our bags and personal effects alone. After waiting stranded for 2 hours, only for him to return with the exact same vehicle smirking. In the end he charged me over $1000 for a daily rental, and wasted my whole day waiting in the hertz lobby trying to get a working vehicle. Beyond a doubt the rudest most unprofessional experiences Ive ever had. To be fair to the location, I only ever have any rental or billing issues when hes working. All the other agents are very helpful and nice.
If you prefer limited (if any) personal contact, no human speaking to you about your rental and options, and last minute up charges, this is the rental company for you!!!Otherwise avoid. I only use Hertz for Delta points; this experience so bad that Ill not use them again.
It has been quite a while since we rented a car. We arranged the entire thing online and arrived after a long series of flights. The worker at the counter was a little brusk with us, but got us through the transaction fine. Note: only in Texas is a pickup truck considered a mid-sized car (no we didnt select one). After a couple of days with our Sentra, we had filled one of the tires several times and called roadside assistance. They could only exchange the car and had us drive back to the airport to turn in the old car and pick up a new one. That process was smoother (and friendlier) than the initial rental process. They upgraded us to an Altima for our trouble. The Altima performed flawlessly. When we returned the Altima, we were missing the case for my GPS and thought we could just ask at the gold desk. Another brusk employee. Apparently, you must do a lost and found request online and theyll mail your item if found. I did that when we got home. No joy!
Returned a rental car to Austin Airport and was charged a $100 fee because the floor-mat was muddy (the rest of the car was spotless). What, I ask, is the point in a floor mat if not to absorb dirt that would otherwise spoil the interior?To dispute the claim, I attempted to contact central Hertz customer service and was told that they cant help, and that I should contact the branch directly. I did so, calling multiple times and leaving voice messages - noone ever responded. I also wrote an email to customer service outlining my issue, and never heard back.For cheap rentals, Hertz are fine. But if you want to be treated like a human being (or at the least, a valued customer), use another franchise.They can keep my $100, and another company can look forward to keeping my business in the future.An update: Customer service did eventually respond to my complant, by email, THREE MONTHS after I submitted it.Terrible company, avoid.
Company credit card was declined so it took a little while longer to get to my car than I wouldve liked, but Trai was great to talk to and ended up getting me a slightly lower rate than what had originally been booked.
Quite literally the WORST pickup experience of my life. One attendant and 30 people in line. When I decided to not wait for 3+ hours and called for a refund I was declined. Completely unacceptable.
The employee at the desk told my mom and I that tolls were included the rental car. It’s two months later and I’m still getting charged for tolls from my trip. The tolls are almost to the amount that I had paid to have the rental in the first place. If I thought that I’d have to pay for tolls, I wouldn’t have taken as many toll roads.
Greatest selection of cars in the five star area Ive seen to date. I would have appreciated a little more of a personal touch to the experience (i.e. bottled water handed to five star customers like other locations and being greeted by name) but overall I would definitely recommend to friends and colleagues!
Always receive fast, friendly service from the Hertz Car Rental at the Austin airport. On site team recognize me even though I only travel once or twice a month. Cars are clean and ready to go when I get there. Definitely my company of choice!
The Pathfinder we rented had no A/C which we realized upon leaving the airport. We circled back and Hertz, quickly, without hesitation swapped us into a 4Runner. So glad for there efficient and courteous service.
Only 1 person working when I arrived and there was about a 30 minute wait, however once I got to the counter Marvin provided a great customer service experience.
Needed to upgrade my rental upon arrival. Staff assisted me very quickly and even brought the upgrade to me. Easy pickup and return. Hertz will treat you the best.
The this rating is strictly based on the service I received from Location Manager, Brandon Cole. After having problems at several locations and having to exchange cars twice in 24 hours, I was extremely disappointed. I was planning to switch to a different rental company after having a car for work for the last six months with Hertz. Brandon alone is the reason I will continue using your company, and specifically this location as often as possible. He is an asset and I hope he is treated as such.Thank you for accommodating me in every way and for the personalized service, Mr. Cole. I appreciate it greatly.
Brandon in Hertz Houston hobby rental car airport saved my life. I rented from a different rental car service and then realized they closed before I could get my car. Brandon accepted a late rental car and saved the day give that man a raise and a pat on the back. Im a Hertz customer for life now.
The Presidential level of service at Austin is fantastic. You just cruise out to the lot and have your pick of cars or SUVs. The cars are almost all very low mileage and thus, a bit nicer. Its also a step up from having to go to a specific stall. Yes, it does take a few more rentals per year to earn this level, but Id say its worth staying loyal to Hertz for your rentals to gain this status. Im not trying to be a snob, just saying that it makes the service just that much better and may be worth considering working towards that. I used to spread between 2 rental companies trying to save few bucks on a rental, but after somehow earning the Presidential level, I decided the extra perk of just grabbing a better car is worth it. (if you decide you want to upgrade to a premium car, you already know the fixed cost and can simply take one of those cars.)
Need to add additional driver. Location does not respond to phone calls. Website does not have clear information about it. Contact us page responds with Internal Server Error page. All-in-all, if you rent, you are on your own. Dont expect any service.
I was given the option to pick my car from the AUS airport - which is nice. The Toyota Camry had about 20K miles, and it was clean and drove smoothly. Drop-off at the end was easy and the email invoice was correct. The whole operation was smooth.
The representative tried to sell add ons we didnt want. Hidden expenses per day. Fool me once.
I had transferred money to my credit card to pay for the rental and a deposit. Well, it wasn’t enough so no car for me. They didn’t work to try to help. Had plenty of money on my debit card but no return flight since sxsw is in town and they were sold out so I had a bus ticket only to leave. As I said, no one tried to help and I had to drive the car back to the lot and then, since a wheelchair had brought me, I had to get my walker and wander the airport to find ride share. I am gold with hertz so I was more than disappointed with the sèrvice.
I liked the facilities of this location and that you get to pick your car! The free water bottle is something you appreciate after a flight too, but the lady who took my reservation was very pushy about upgrading my rental for cars twice as expensive as the one I had reserved and got upset very upset because I didnt want to purchase any insurance even though I explained my credit card covers my rentals worldwide!
Horrible customer service. I left my prescription sunglasses in the rental car and filed a Lost & Found within 2 hours or realizing what I had done. For 4 days I have been trying to reach either the counter or the Lost & Found department for Hertz at Austin-Bergstrom Airport and nobody answers the phone. Customer service for Hertz is horrible. Perhaps its time to look at alternative car rental agencies.
I would give 0 stars if I could. I prepaid for my reservation stood in line for 2 hours to get a car just to find out they have no cars.
I had a mixup with my Expedia booking when I arrived here. The first woman to attempt to help me was not helpful at all and kept repeating how there was nothing she could do since I booked third party. I became very agitated, but then two very nice young ladies helped me by looking up the number for Expedia and letting me use their phone (my cell phone wasnt working very well). Within about 15 minutes I had called in to Expedia, cancelled my reservation and re-booked as a walk-in. She upgraded me for my trouble and even recommended a local taco place since she noticed I was slightly hangry ;)Remember as I did that it isnt the employees of this place that screw up your reservation or charge you the fees. That is Hertz corporate. After working through it with them my experience improved greatly.
Convenient to have the car rental right on property and not have to take a shuttle as you might at other major airports.
I rented a Chevy Silverado. I had a confirmed rez. My truck wasnt ready... it had been given to another customer. They wanted to give me a smaller truck. The agent was very helpful and friendly. I waited for 45 minutes for the problem to be resolved, I got my Silverado. Manager was very helpful. Drop-off was quick and easy. Would have given 5 stars but the error was annoying.
Hertz at the Austin airport is so easy. You pick a car and drive away, then when you return the car they have a drop off lane where you dont have to wait. Both times Ive used it Ive had my e-receipt before I got to the terminal.
Worst experience, over charged, and extremely unhealthful. Refused to replace a car that was having mechanical issues, told me that if the car broke down they would just come tow me. Do not use this rental agency, they will make your trip painful.All in all this place could have just pissed on my face and I would have been more satisfied.
Total reviews rating 3.7
199 Reviews for Hertz Car Rental - Austin Bergstrom International Airport (AUS) 2023:
Review №1
2022-02-22Update:Hertz contacted me via Messenger and confirmed the hours of operation. I decided to sign up for Hertz Gold (their FREE loyalty program) on the day of the reservation and oh boy am I glad I did. Flight arrived after midnight and the line at the counter was 15+ people long. Since I signed up for Gold, I was able to bypass the line and head to the Gold board. I checked my name and it said I could pick any vehicle in the Presidents Circle rows. I was able to pick between a convertible sports car, a pickup truck, and a luxury SUV. I paid for a compact car so I was very satisfied driving out with a significant upgrade. I would recommend everyone to sign up for their Gold program, especially arriving at the airport at a busy time. Overall a great experience which is rare with rental car companies these days.———Booked a reservation for 12:30 am online and wanted to call and confirm my reservation since it says that they’re open until 1 am online. When I called, it said that their hours are 7am to 11pm which is different than the website. I wanted to talk to talk with someone at their desk to confirm that they’ll have a car for me at 12:30 am but no one picked up… it would just ring and ring until it automatically hung up. Need better (or rather any) customer service on the phone.
Review №2
2022-03-17Worst rental experience Ive ever had! Returned the vehicle during business hours. Gave keys to counter attendant and was told the final receipt would be emailed to me. I checked 3 days later and had not received it but did have additional charges each day for the vehicle i had already returned. I tried to contact location but was constantly disconnected each time i called. I Contacted call center and was told to wait 24 to 48 hours. 5 days after I returned the vehicle I received a call that I needed to contact hertz to return the vehicle. I have now contacted them twice and still have not had the problem corrected.Completely incompetent rental car office. After finally getting my rental contract closed I was hit with a $250 lost key charge. I gave my keys to the front counter attendant when I returned the car, whom assured me this process was so easy. Advice for anyone brave enough to use this Hertz branch: video and take photos of the entire rental process, start to finish.
Review №3
2022-02-19Will never book with Hertz again. I booked the rental two weeks in advance, only to be told on arrival that because I paid with my own card and listed my husband as the driver we would have to call a toll number to speak to a representative to update this. We call (for a 5% fee) and are told the only way to correct this is to cancel the reservation and rebook with a new card to match the driver. We go to rebook and are offered an INSANE price because they are sold out of cars. As in a $120 reservation became $985. I will never understand why the service desk, the representative on the phone, or the app or website was unable to update the card or driver name. When we went up to another car rental desk, the employee was doing that exact thing for the couple in front of us. Hertz had no problem charging my card for the reservation without once telling me about the listed driver. Snake of a company. Let this be a warning to never make this mistake and better yet, choose another company that wont screw you over.
Review №4
2022-04-28I originally booked the Hertz reservation through a travel partner site because it seemed like a good deal when comparing costs to other rental car companies.On the day of my travel, I already got a notice from my airline carrier that my flight would be delayed. I tried calling the Hertz location many times from home and while I was at the airport to let them know my flight was delayed. Without any success of getting somebody to pick up the phone, I just gave up and chanced it that I would make it in to the rental counter before they closed.When I finally arrived to the airport, I rushed over to the rental counter and there was quite a long line. I was brought back to one of the rental counters further back that was a bit hidden. I spoke with the person at the counter and let them know I had trouble reaching them because our plane was late. They just said, well, we were busy.After the initial check in activities, getting the car was pretty easy. I didnt have any issues with the car so that was a good thing. I wish they had some better service when you try to contact them on the phone.
Review №5
2022-06-27This car rental experience was TERRIBLE, First, I needed a car for one day and they charge me two days because i could not return the car in 24 hours. The car was returned in 28 hours. Second, when i go to the car the key fob battery was low, i could not locate anyone in the immediate area. Once I flagged down a person, she proceeds to ask me if i wanted her to provide me a battery or did I want to purchase one? Are you kidding me, Uh, i need you to replace this battery. She, responded by saying she was only providing me with options, an then walks away. At this point i am not able to locate another worker. This person returns after what seems like forever, with the batteries and hands me the package. I ask her if she is going to replace them? She says, oh, you want me to replace them? UH, YES!, She takes the key fob and walks away. Again, no-one else is around. She returns, i get into the car and nothing, the car at this point doe not even detect a key fob. I am finally able to flag down another worker who i re-live this scenario with who then gets into car and sees this key fob not working. At this point i have to go back in the office and go through the system again to get another car. This time i specifically ask that a worker accompany me to the car and make sure it starts. As we approach the stall there are people said car and they take off with car. Can you say frustrating!? So now, I am demanding that someone needs to rectify this and quick. They also will need to drive the car to me as the situation is out of hand and has caused me to be late for my appointment that is one hour away. Finally a manager comes out and states that i can choose any car I want. The only reason I had a Hertz rental was because Enterprise and National did not have availability for the time frame I needed the rental. Hertz has NEVER been a first choice for me, NEVER. No apologies from the workers in the lot.
Review №6
2021-10-12Sometimes the wait is a bit long at this location but Ive always had very good service and will continue to rent from here. Ive rented a regular car (cant remember the type) and a new 2021 Mustang and each car was clean and taken care of.
Review №7
2022-01-26Amazing airport very clean and very easy take rental car, I like this airport
Review №8
2022-03-02Dont rent here its not worth it. I spent $1,021.24 for four days, because I had no other option with the time I needed for a car. The workers here were really shady, and I got a vibe that I was getting ripped off or something. Overall, there was too many unnecessary charges, that were stacked on top of my bill just so they can make an extra buck. On top of that, they were very disorganized, the car they assigned to me was also assigned to someone else, which we were both confused about; we both had to go back and figure it out. Luckily the guy who was assigned to the same car as me just told me to take it and he would register to another car; on the other hand, the workers didnt even say sorry about the mix up they caused, which was unprofessional. Also, I had to cancel my credit card out of fears that they would charge me for other unnecessary things, because before you rent with them, they need your credit card info for security reasons. Honestly, youre better off walking instead of renting here.
Review №9
2022-04-12Returned the car Sat April 2nd and as of today they still haven’t closed my account and are charging my card . Customer service at the 800 number is a joke and no one at the Airport desk answers a phone. Horrible. Will never use again. Edit…..So after 3 more calls to the 800 number and even then not being able to contact the desk at the Austin airport I have filed a police report for theft against Hertz. 4 days and my contract and only be closed by the incompetent employees at the Airport. Completely unacceptable and unprofessional and the moronic automated response you get on the review page is even more insulting than the service. I prepaid through Priceline and have had 900 in holds taken from my car SINCE I returned it. Pick up a phone Hertz and call a customer and make it right!The story continues….Another charge today and an ATM withdrawal at Hertz. Seems they have my card number and are using it. Unbelievable. I’m at 1500 for a prepaid car.Another update. After 6 days and 700 in holds they finally closed my account. Still waiting on some holds to go back and 3 days later still waiting on a return call from a Supervisor for some type of explanation. After reading the dozen or so reviews of similar issues at this office maybe Hertz needs to step up and clean house.Another update. …Just got a letter from Hertz threatening to press charges against us if we don’t return the call. Letter says call them immediately. Got disconnected the first time and 45 min on hold now. Somebody there needs to get their 💩together
Review №10
2022-02-05I arrived very late and the service was excellent and fast. There were several people in front of me that were taken care of professionally and very swiftly. My car was found easily and it is an easy place to return the vehicle to. Over all my experience was excellent. Highly recommend Hertz at the Austin Airport