Hertz - Houston - Westheimer Arvostelua 

I got charged 13 dollars for the tank even though I filled up the tank completely before returning it back. I did not get the car fully tanked.
Watch out!!

Excellent customer service

Hertz made my car rental experience so easy. They made sure I received the best experience and the vehicle for my wedding weekend. Their customer service is excellent . It was a great experience!

I appreciate you inviting me to complete a survey. As a longtime Gold Member with Hertz, I was not pleased with my recent rental experience. Our personal car was in the shop, and we were not sure of the duration for the repairs..We set-up the rental for a week and reserve the car for pick up at 8am on 9/10/2026; I arrive at 7:52am.. Of course the store doesn't open until 8am (No problem). The first employee did not show up until 8:07am.. Unlocked the door and went to shut off alarm~ Of course to my suprise~ No greeting or acknowledgement that I was already present working.. As the employee walked back to desk (Still no Acknowledgement); The phone rang, he picked up and began engaging in conversation and providing help for that customer while I am still in the lobby.. Finally the phone was put down, and I was then ask or confirmed to have a reservation. Toothpick in mouth and just begin typing the information in... I will say another associate walked in a few minutes later and I was at least acknowledged with a simple Hello.. I finally was able to get the car and leave but it was around 8:38am, not adjustment on my rental slip which still showed 8am.. We later found that I car was fixed early, so instead of keeping the car to the following Thursday, I attempted to return the car Monday morning at 8am on Monday the 14th... The associate present worked on closing me out buth then did not adjust the rate and said it would still be the same amount~ $218.02, I asked when I turn in early the rate is adjusted and it should be around $151.00. She assisted it could not be adjusted and the rate would be the same as the weekly rate.. I decided to keep the car full term but was not pleased as I felt the associate displayed no curiosity or exploration given I am long term Gold member and just review or call someone.. As I drove off, I called the Hertz Line~ That person pulled up my reservation as I explained the situtaion and said your rate can and should have been changed..but I would have to return by 8am that day..I informed them I had already left the location because of a 9am meeting, so could he adjust my return time and I would return after my meeting.. I was then told it would be adjusted as a later returned and instead of $151 it would be $180 or so~ At that point I so disappointed. All the time wasted the local associate could have adjusted my rate while I was present at 8am...and now I have wasted all this time and basically ended up keeping it full term and paying the $218.. Even when I returned the vehicle on 9/17/2026~ I show up at 7:57, associate did not arrive until 8:04am... I am a person of understanding and grace... I realize running late is a reality, but when I am held to the rental standard of time pick and time return with no discretion~ and Hertz associates can operate under grace/mercy even when it falls on your customer.. There is an imbalance in your customer service delivery.. What really irked me~ was the associate who showed no curiosity or engagement in taking the next step~ Perhaps call the main line, or research regarding the rate adjustment..and I could have $70 in that moment of need.. but as a result, I still kept and paid for the car full term.. I mentioned being a Gold member for over 20 years... Most of my experience has been great thus my expectation of excellent customer service delivery is my ideals of how Hertz operates... and this was very disappointing.. The voice of the customer is lost because our time is limited and when we experience an issue, it is magnified in my personal life, while that group just views me as another contract.. Open and close at return and move to the next customer.. I hope Customer Service is not a lost art but the experience on all levels was very disappointing..My recent business trip I used another rental agency, but being a legacy member i enjoy the perks I have with Hertz.. I look forward to your response and perhaps some form of compensation..

Alex Gonzales agent was very pleasant

The personal at 9099 Westimer, Houston, Texas are very helpful and good people!