Hertz

I requested a rental for an suv with awd bc my husband and i were taking a road trip through the mountains for our honeymoon. I did this reservation through AAA. The AAA representative told me that i would be able to rent the suv with my debit card, as long as i was ok with having an extra $200 on hold with hertz until I was done with the rental. My husband and I went to hertz on the day of our wedding to pick up the vehicle. When i got to hertz, the assistant manager there told me that hertz changed their policies in november, and that now an suv cant be rented with a debit card, only with a credit card. I was really upset that he wouldn't honor what AAA had told me. I told him that we didnt have a credit card that could cover the full rental costs. He didnt care. He just said that we can take a corolla instead. He didnt even give us a lower rate. I told him that we need the awd suv for our 2week trip because we'd have to drive through rough terrain and a corolla didnt have enough space for us to bring our camping equipment. He didnt care. Terrible customer service, I will not be a returning customer here.

I had an excellent experience with Hertz. I had never before used a rental and they made the process very easy. They explained everything and it was a great rate. I went in thinking it was going to be very expensive and it wasn't. They had great customer service the lady and the gentleman in the front. I will definitely use this service again in the future.

I would give this 0 stars if I could. I made a reservation a few days prior for a vehicle with Hertz at this De Zavala location and the day of the reservation which was at 10am, a young lady contacts me at 9:10am after my flight has landed to inform me they are out of vehicles and if I wanted to call other locations to see if they had vehicles and assured me they could change the pick up location with the manifest number if they had vehicles available. I called 2 other locations and both told me they could not modify the manifest and were left stumped why the de zavala location would tell me that. I called back to the de zavala location and she remembered me and I informed her of the situation and she then told me she would call those locations and call me back. It's now 1035am and with no rental and the young lady never called me back. So then I call back and then she tells me that I would need to contact Expedia for a refund and said she admittedly had forgotten about me. This is bad customer service and I was left taking ubers all over the city for my trip out of my own pocket on top of the rental fee that I never got. How do you not know your inventory count? Who calls their client the day of with less than an hour before the reservation to inform them their is no car?! She basically lied to me just to shrug me off and never even called back when she said she would..This is a very poor reflection of the company and I will no longer do business with HERTZ. My time is very valuable and to only be treated like dirt is unacceptable.

I called this location last week and after waiting on hold to speak with someone for 15 minute a representative by the name of Taylor answered the phone. I explained I needed to rent a small SUV since I needed a bigger back seat for car seats. He would not let me finished my sentences and cut me off multiple times. After a while I told him to please let me finish talking. He flat out told me he did not have time to listen to what I needed and tried to pressure me into getting a smaller vehicle. After multiple times to try to explain he said he was too busy to care. WORD FOR WORD. I asked for a manager but one was not there. Don’t waste your time, go to Enterprise. Faster and better customer service.

Dezavala location is superb and will always take care of customers. They are honest, fair, and reliable. Thanks Genesis Lozano and the Dezavala Team.