Hertz Car Rental - New York City - Laguardia Airport (LGA) — Local services in New York

Rude! Unprofessional! From corporate down to staff. I have not heard back from corporate yet!

I am writing to formally express my disappointment with the poor customer service, lack of communication, and unprofessionalism that my family and I experienced during our recent car rental with Hertz.

Our ordeal began with a significant delay in our flight from Atlanta to New York due to the Hurricane, which caused us to arrive five hours late. Concerned about our delay, I contacted customer service to inform them of our situation. Unfortunately, after a frustrating 45-minute wait, the customer service agent was still unable to guarantee us a vehicle. Despite several attempts to reach the local Hertz office, the phone would disconnect each time, and no one ever answered.

When we finally arrived at the Hertz location, the only positive aspect of our experience was the service provided by your employee, Lionel. He was professional, well-spoken, and courteous—exactly the type of employee one hopes to encounter after a long and exhausting day of travel. Lionel's excellent customer service convinced us to get a membership and upgrade to the Gold package, which included a vehicle upgrade.

With just over an hour to spare before our scheduled Broadway show, we proceeded to pick up our rental car. However, there were no vehicles available in the size we had selected, so we opted for the next available size up. As we attempted to leave the parking lot, we were stopped by Korene, an employee at the exit. She informed us that we had the wrong car, despite our explanation that we had received an upgrade and there were no other cars to choose from. We asked her to verify with Lionel at the counter, but she refused, insisting that we would be charged extra and needed to return the car to select another one.

We returned to the Hertz office to explain the situation. Lionel, showing great dedication, came out in the rain to inform Korene that we were authorized to take the car. However, when we returned to the exit, Korene again refused to let us leave, causing further delay and increasing our frustration as we were now at risk of missing our Broadway show.

In the end, we had to settle for a smaller car that did not meet our needs. Korene mentioned that she had called the manager, who was said to be ten minutes away. When the manager, Robert Rose, finally arrived, it was immediately clear that he had no intention of resolving the issue. Robert, a tall, slim, brown-skinned man of Indian descent, was loud, aggressive, and highly unprofessional. He did not listen to our concerns, nor did he attempt to offer any compromise, apology, or compensation for the inconvenience caused.

Robert's conduct escalated the situation unnecessarily. He stormed off as abruptly as he arrived, leaving us feeling unheard and disrespected. When I inquired about his name, the other employees informed me that they were unsure, as it was their first time seeing him, and he was new to the manager position.

The behavior displayed by Robert, as well as the lack of communication and professionalism throughout this experience, is completely unacceptable. If these are the types of individuals Hertz chooses to employ, it raises serious concerns about the company's commitment to customer service.

I hope that this matter will be taken seriously, and I expect a prompt response outlining the steps Hertz will take to address these issues.

Also, yes. We missed the...

Firstly, we watched three enterprise shuttles and two Sixt shuttles (and many others) pass us as we continued to wait in the cold longer than any other rental shuttle.

Secondly, on my shuttle drive back to the airport the driver was watching a show on his phone (which was incredibly distracting) In the show someone said "I will stab you in the neck". Not exactly what you want to be listening to in New York traffic and certainly not something appropriate for a driver to be watching while maneuvering traffic. He didn't help with luggage either. Not that it is expected, but definitely something every other shuttle driver I have worked with has done.

When I arrived to pick up my car - there was not clear labeling on where to pick it up. (I was given a stall number on the board as a gold member.) I asked three outdoor associates who directed me three different places before finding someone who told me to pick any car out of a particular row. This did not seem right, but after asking for clarification they instructed me to pick a car and just check out when I drove out. I was shocked to see how dirty all the cars were. Not a single one washed.

When I went to leave the kind woman at the entrance patiently explained to me that there was an up-charge for the vehicle I had chosen. She allowed me to turn it back around and drive it back to the spot and pointed me to my exact location of the car I had rented.

After parking the wrong vehicle, I approached mine to find it was blocked in by a guest who had parked there for over 45 minutes.

I had to speak to another representative to get the guest car moved. When I opened the passenger door I was taken aback by the pungent smell of marijuana and cigarette smoke. Back in line I go. I had rented this car to take my mother to chemo - there was no way I could drive her in this.

Someone else came out and immediately wrote "SMOKE" all over the windows. How did they not do this before offering it up?

Upon returning it, they charged me a flat $87 to recharge the vehicle. I knew I would be charged - but didn't realize to what extent. To charge the vehicle myself would have been $14 - this seems like an exorbitant up-charge.

I was then charged for PlatePass (almost $200.00) which I had intentionally declined because I would only pass three tolls while there. I was put on hold with plate pass and when I finally got a hold of someone they told me that they have had trouble in New York with people stealing transponders from rental cars. I told them there wasn't one in my vehicle when I picked it up and they told me that it was stolen.

Plate pass said there were over 50 toll charges for the six days I had my vehicle. This car sat in a parking lot the entirety of my time in NY with the exception of a few local trips. PlatePass said they now see this all the time and I would be refunded in a few days.

My question is this - HERTZ, you gave me a car with a missing transponder. A stolen transponder. And then passed those charges on to me.

Needless to say I will not be booking with a company who doesn't care to check their vehicles prior to us who spend hundreds to rent them and just passes their responsibilities on to the customer.

I have cancelled all future...

Bad attitudes disrespectful angry and impatient, I rent year round by Hertz I'm a President circle member, I spend around $2000 - $5000 a month, always when I come here there something wrong, stay away at all costs! Fly to Newark fly to JFK if possible for a Hertz (all 3 airports are NYC), I think from a business perspective usually it starts on the top so probably the management here is with an attitude, so it affects it's employees, I wouldn't blame all the employees perhaps, The ones not working at the desk are a little kinder, Just by asking questions they get angry, like there is some mystery and secrets here, there is an urge to create problems when there isn't, they don't like their clients it's insane what I see here everytime! I'm quiet mind my own business, the 5 star and PC area is for cars that are returned or some other not working cars (there are no president circle areas) small location, no clear information for where to take a car if you have a gold membership of any tipe go somewhere else, I've been reluctant on leaving a bad review in the past because I don't want to hurt employees but it's the management/ bosess to my conclusion because these issues are only here not anywhere else And every single time I come! Why?? probably the tenth, It's the desk people which which probably are told to behave like that or is just the whole team like that, horrible service, it's a bad location evil almost and it's every time like this! it's not just occasionally. There should be serious improvements there by hertz by firing the top people there. Never a smile, never a conversation or a discussion or explanation with options.

A few regular problems: Lying about needing a physical AAA card when there is not available just a digital one of the app,just to hurt you and confuse you or on similar things, possibly charge more whenever they can. Ask about an upgrade and paying for it lying about it. Can't go in that direction in any conversation with them very rude. Not giving the correct car you reserved and not flexible to accommodate. worst, of all, tremendous hatred i feel and impatience that I've never seen and felt terrible like really unsafe. I am an average white man middle-aged. Don't create havoc, just business like. Unclean cars that smell worse than any location, just pain for going there! why? Far away from any terminal Very complicated to get there No gold service, almost! (5% maybe) for exit lane yes.

Stay away! stay safe, and go to any other hertz Gold. Anywhere else they'll smile to you and explain to you everything

This is the help of the people. I generally write positive reviews or...