My experience with the Hertz location on Stan Schleuder Loop was infuriating. I went to the location without a reservation on Thursday, NOVEMBER 3, to rent a car. I spoke to a manager, but unfortunately I didn't get his name. He said there was nothing avaliable and asked if I would like a reservation for tomorrow. As he was setting up my reservation another employee needed help so he quickly took my information down on a sticky note and told me I could go ahead and go and that I would be called to be called to be picked up at 11:30 the next morning. The next day I waited until 12 to call because I had not received a call. I talked to the same manager and he apologized and told me my car was being cleaned and that I would be picked up at 12:30. At 12:45 I had not received a call or been picked up and I called again. A young girl apologized and came to pick me up promptly. When she arrived she told me no one had informed them of my need to be picked up before her manager went into a meeting. We got to the rental location and she tried to rent me a car. The car had an issue so she tried a different car and it also had an issue that needed to be fixed before it can be rented out. She called her manager and after talking to him asked if I would be OK riding with her to drop off the car to get an oil change, wait for the oil to be changed, and take the car from there. I did and we met the manager that caused all the trouble at the oil change location.
Great customers service from the Hertz team on Stan Schlueter Loop they are always professional and provide the best service and price. And again thank you Nicole for going above and beyond to provide a great rental experience.
I attempted to talk to him civilly about the situation. I asked why I didn't receive a call initially. He said they didn't have a car for me (which they did because they were being sent to pick me up after my first call at noon). I asked why there wasn't a car if I had a reservation. He interpreted me to tell me I had no reservation. That he took down my information to be called IF they get a car in. This was not what he told me the day before. When I tried to say this he interupted me asking if I had been quoted a number. I had not because he told me I could leave before he finished putting my information in for my reservation. When I said no, I was not quoted a number he interupted to say that if I wasn't quoted a number then I didn't have a reservation. I explained that I had never rented a car before and didn't know that was the protocol. He apologized for the miscommunication. I asked why I had to call a second time to be picked up and had to call at all to see if a car was avaliable. He blamed the kind young lady that picked me up. I told him that she said no one was informed and told me that "that is a lie." I asked why I didn't get a call in the first place and his next excuse was that he can keep track of everything all the time and that "it's been a bad day." As a manager that is part of his job, and having been a customer service manager before i know that having a bad day is NOT AN ACCEPTABLE EXCUSE. It's not like I did this a week in advance where there was time for him to forget. This was the day before. He cut our conversation short by saying he apologized for the inconvenience and walked away to his car and drove away leaving me with the rental at the place to get the oil changed. This behavior is unprofessional and unacceptable from a manager. I've never rented a car before, and if I ever need to again I will not be renting from Hertz at any location if this is the standard for management at your place of business.
Both times I've rented from here, they were upfront and very kind. Already had the car ready and waiting for me.
Exceptional service. Walked in with a reservation, got a free upgrade and the agent walked me through entire process personally. Only had to touch pen once to sign my name.
Great service!
Hertz Rent A Car is a US Car Rental based in Killeen, Texas. Hertz Rent A Car is located at 4100 E Stan Schlueter Loop, Killeen, TX 76542, USA.
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