Hertz Car Rental - Austin - W Anderson Lane — Attraction in Austin

Urgent Complaint Regarding Vehicle Condition and Customer Service**

Dear Hertz Customer Service, I am writing to formally express my dissatisfaction with my recent rental experience at your West Anderson location at 911 West Anderson Ln., Suite 101, Austin, TX. Upon entering the car, I immediately noticed that the gas level was at 1/4 + of a tank and that there were several large stains on the driver and passenger seats, as well as multiple dents and overall poor cleanliness both inside and out. As a loyal Gold Member who has rented over four vehicles in the last 60 days, I found this vehicle unacceptable, particularly since I was picking up my elderly mother and her guests. I approached “JACK,” the employee discussed the issues and requested a cleaner vehicle. Despite my polite request, he informed me that he was aware of the condition and that there were no other cars available. However, I counted over seven vehicles in the lot, including a Dodge Ram truck, for which I asked if a deal could be arranged. The employee stated it would incur an additional $50 per day charge. I found the employee unhelpful and not accommodating, which was disappointing. When I contacted Customer Service and filled out a comment form, it was already 11:58 AM, and the store was closing. The situation worsened when my mother and her friends got into the vehicle. They immediately commented on a musty, stale smoke smell, which embarrassed me, especially since I do not smoke. In fact, they chose to take an Uber instead of riding in the unpleasant vehicle. Additionally, I noticed that the vehicle shakes when braking, adding to my concerns. It is currently Sunday, and the car is due back tomorrow. I urgently need a different vehicle today, even if that means going to the airport. Please let me know how this can be resolved. Lastly, I would like to note that the employee I interacted with was a gentleman with glasses, approximately 5'7", who I believe is the manager. I regret not remembering his name, but I felt his service was severely lacking. I apologize for the numerous complaints, but I believe it's important for you to be aware of the caliber of customer service provided. Thank you for your attention to this matter. I look forward to your...

Update, After providing requested documentation that I returned the car early because I broke down, I received an email from Hertz Customer Relations, signed Katrina C, stating they were not refunding me as i was told. I was told by a customer agent and local manager a month ago that I would receive a $200 credit. And it should be more since i only had the car 3 days. Not only did I not receive the credit for returning the car in half way on my trip, I was told neither noted the record. I returned the car 4 days early and no one closed it out so i have to provide proof. This is my second terrible nightmare experience with Hertz. First time was at Houston Airport when the manager accidentally pulled up spikes as I was exiting in my vehicle and punctured my tires. She tried blaming me and Hertz never paid me for the tires. This time I rented a car to go to Nebraska and all they had were EVs. Agent told me I would get 200 miles per charge and there are charging stations everywhere, even at gas stations. Not true, car said 184 miles per charge and actually lucky if you get 150. Charging stations are difficult to find outside of Austin. Even Waco only had one and only way I found that one is from a local. I found that many of the charging stations on Google don't exist. I ended up stranded in Kansas for 12 hours in 40 degree weather because last 2 charging stations didn't work. Hertz wanted me to go back 164 miles to Whicita to exchange cars and tow the car at my expense. Thank goodness I have Aaa that after 12 hours found a tow company that had to drive 70 miles to get the car. I had my son drive 135 miles to pick me up and I rented a car from Avis to return home later. Hertz needs to train their employees and provide list of charging stations that support their EV cars. And of course when I called this location to close out my rental I was told I had to call Hertz Corp. Found out later not true, he could...

DO NOT RENT FROM THIS LOCATION!!!!

Arrived approx. 4:30 PM. They asked for the CC to reserve online and I didn’t have the card with me I already paid online, however I returned with my CC before 5:00 PM. He informed me I was late and would not rent to me. I was frustrated since I had paid for the van online and it was sitting at the location. The manager refused. Called Hertz to pick up the next day. The next morning at 7:45am from William Campbell said he would not rent to me. I called Hertz Corporate and put the vehicle in my wife’s name since we lost time and hotel room from the previous night. She went to pick up the van and the manager loudly asked if she was renting for me. She said she was renting for herself. Manager sat primly behind the counter with hands crossed and smugly smiled and said he would not honor the rental because I had been disrespectful, and he made the policies for this location. She asked the manager for another location and said since she was “being appropriate” he would find another location but would not “absolutely would not rent to her”. We drove to Cedar Park, TX. We were extremely inconvenienced by this experience. We had planned to drive for 6 hours on July 20. We lost our hotel for Tuesday night. William Campbell had no right to refuse service to my wife, this is inexcusable and as a manager he was acting in an unprofessional manner and does not know how to handle the responsibilities and treat people with respect even if there are stressful situations. Hertz must not be able to control the un-professionalism of it’s franchised offices and from reading the Google and Yahoo reviews for this location.

We sent an email to Hertz Corporate on July 29, 2021, so far we have not had a response. :(

Also, Hertz is in Bankruptcy, now I understand why this...