Hertz Car Rental - Boston - Park Plaza — Local services in Boston

Since we live in downtown Boston, I do not own a car. Because of this I rent often and found the Hertz loyalty program to be beneficial. In addition, the Hertz at Boston Logan tends to be very dependable and when they fall short a manager is willing to provide helpful support.

This is not the case at the Park Plaza Hertz location.

I've been hesitant to post a negative review as I understand that staffing is difficult during these times. However, the lack of customer service from the red headed manager and the employee with lip piercing and the stocking cap have become increasingly worse this last year.

If you read other reviews you will see that what I communicate is typical so I'm adding my voice to the masses with the hopes that something will change. (There are other employees who are good at this location but if you enter the location and see either of the red headed manager or stocking cap wearing employee - your day has most likely taken a turn for the worse).

So, here are a handful of experiences I've had with the red headed manager and girl with the stocking cap and lip piercings:

Car is not available because I booked it at 8:00 am and they have not been able to get cars ready yet.

Car is not available because I booked for 9:00 am and all the cars that were ready have been given to customers.

Car is not available because I booked an SUV but when I said I'd take any car, they claim that is now how it works at this location.

The fuel efficient car I booked is not ready but I could take a gas guzzling Ford Explorer instead - I did.

I had to wait 45 minutes for red headed manager to fix a seat belt buckle that was stuck under the seat. I've made a habit of checking this because my child uses a car seat. I found it concerning that a car would be rented without functional seat belts.

Car is not available because of the holiday weekend. My only option was to be placed on the wait list with no estimation of time as the cars were being transported from Chelmsford (32.5 miles away).

If you express frustration in any of the experiences you are given a phone number that does not go to a human or a voicemail system.

If you are going on a three week road trip, you are not able to request a car with a navigation system as the red headed manager claims that is not something they guarantee or will switch your car to accommodate.

A few other notes:

While waiting for my car, I have explained the toll policy to people as the woman with the stocking cap confused them.

There isn't enough seating for the people waiting for their cars. Since this is a typical experience, you'd think they'd at least get some comfy chairs or a coffee maker. This is standard practice for most car service facilities.

If you need to cancel a reservation because of the wait time, the red headed manager claims she can not print a confirmation, but will offer to write something on a post-it note and write her initials.

Feel free to book your car here, just know what you are getting yourself into when you do. If you aren't able to get your car in a timely manner, no accomodations will be made but rather you will be told that it is somehow your fault because of the way you booked...

If I could give this place 0 stars I would! This review is for 0 stars. They don’t even deserve 1.

After 3 weeks of my original reservation (a reservation that was not fulfilled by Hertz), I still have yet to get my refund! I took the train into Boston with the notion of picking up a rental. After waiting 45 minutes in line, to my surprise, I was told I was apparently put on the do not rent list. Confused about the situation, I’m asking the manager questions and all she can say is “ you have to call this number.. but they’re closed so you have to wait till tomorrow when they open”. With no additional information, I was left without a rental. Left there angry and mad especially after the fact that I can’t talk to anyone that day.

After 4 phone calls within a span of 3 weeks after the original reservation pick up date , I have yet to receive my refund, for a prepaid reservation I made online. What kills me the most is that I was put on the do not rent list because of toll fees from 4 years ago, which I never got a bill for!! How is it that you guys had my license information to put me on the suspension list that has my CURRENT ADDRESS and didn’t send me another bill?? But instead I wasted my time going to this location to then be met with careless people. After reading the riot act to a customer service representative for about 10 minutes, I told them that if I don’t get my refund, best believe I’m coming back to this location and I’m demanding it in person. I have never been told so much misinformation than during my dealings with hertz. I should not have had to call every week asking where my refund is for the past 3 weeks. What I don’t understand is this: technology has advanced so much these past few years, why is it that Hertz has yet to adopt a system that has the ability to put a stop on reserving a car online for those who are on the DNR list? Why was I able to make a reservation if I am not suppose to? We have AI robots doing people’s work in 2024! Hertz can pay for a system that has the ability to do this. This will avoid the headache for any customer trying to get a refund back for a reservation that is not even valid! This is absolutely ridiculous and I will NEVER EVER EVER rent with Hertz, recommend them, or even look there way. STAY AWAYYYYYYY!!!!!!!!!!!!!!! or proceed at...

Save yourself the time and money by going to a nicer rental company. I had a horrible experience renting here. First of all, the “daily rate” shown online is very “scam like” because what they don’t tell you is that you’ll have to pay an additional fee to actually pick a car. So your TRUE hourly rental is that daily rate + the fee for the actual car you pick (around an additional $15-30). Next, they never answer the phone at this office, and it’s impossible to get help from anyone at Hertz regarding your rental because the automated voicemail just sends you in circles pressing numbers, essentially telling you to do everything online. When I turned my vehicle in, the woman at the counter took down my email and said my receipt should come in the next 7 days. Then, only after turning my vehicle in, my credit card was charged my deposit. I didn’t think anything of it since she said it would take a while to get the detailed receipt and I was fine waiting, until I noticed I started getting random unspecified $71/day charges after my vehicle was already turned in. This has been going on everyday since turning the vehicle in. Tried to call the office to get clarification of what’s going on, but of course, no one answers the phone and you’re stuck going in circles with an automated voicemail. When I finally heard back from Hertz customer support via email, they told me my rental reservation was never closed and now need to work with the larger Hertz company to get my rental settled. Again, incredibly frustrating, disappointing, and honestly embarrassing for Hertz...