Hertz Car Rental - Saint Paul - Minneapolis-saint Paul International Airport (MSP) - St Paul, Minnesota

Cordula Wirth

Heute unseren Hyundai Santa Fe abgegeben. Erstmal wartete ich mindestens 5 Minuten darauf, dass ich von einer der beiden Damen im Office ( es war ausser mir kein anderer Kunde anwesend), beachtet wurde. Eine ass Stringcheese mit den Fingern am Counter und telefonierte privat. Die Andere schaute in ihren Computer.....erst als ich fragte, ob mir Jemand helfen könne kam Bewegung auf.
Da wir erhebliche Problene während der Anmietung des Wagens hatten, den wir zurückgeben wollten, war es mir wichtig, diese Dinge anzusprechen.
Das interessierte allerdings weder die Mitarbeiterin, noch die Supervisorerin, die, immer noch Käse essend, mit mir und später auch mit meinem Mann sprach.
Der Ton war sehr respektlos, was ich auch ansprach und mir daraufhin einen Vortrag der Supervisorerin anhören durfte, wie lange sie ihren Job bereits macht und dass sie daher auch so mit mir sprechen darf.
Ich war sprachlos und bin es noch!
Ich selbst arbeite seit fast 40 Jahren in der Dienstleistungsbranche. So eine Erfahrung musste ich heute das erste Mal machen.
Uns wurde nicht zugehört, wir bekamen als Gold Member ganze 2 Autos zur Auswahl, um unsere neue Reservierung mit Ziel Fort Myers, FL. anzutreten: 1 Chevy Blazer ( zu klein für unser Gepäck) und 1 Hyundai Santa Fe mit 66.000 Meilen und ohne irgendwelche Extras....auf meine Nachfrage nach einem anderen Wagen, wurde mir im Originalton eine "letzte" Option gegönnt...ein Ford Explorer ( schluckt super viel Sprit) mit über 40.000 Meilen und er stinkt nach Zigaretten Rauch..
Wir haben das Fahrzeug genommen, es wurde erst falsch abgerechnet noch dazu auf einen anderen Namen. Nach wie vor keinerlei Entschuldigung für die Probleme ( Ölwechsel Anzeige und Service Warnung nach 3 Tagen!!!!)
Jetzt sind wir in Green Bay, WI angekommen. Das Fahrzeug ist laut( eventuell Radlager) und hat ein Problem mit den Bremsen.
Also werden wir nach Milwaukee an den Flughafen fahren und tauschen....sehr ärgerlich das Ganze: wir müssen 2 Mal eine Oneway Miete bezahlen. Aber mit diesem Wagen fahren wir nicht bis Florida....
Wir werden NIE wieder in MSP am Airport mieten. Diese Damen gehören definitiv nicht an einen Ort wie diesen!

Ariel T

How one person can make your experience better.

Salma, I hope I am spelling your name correctly. I am in town picking up ashes, a dear loved one of mine passed away. I was/am very sad about my loss. I went to the counter upstairs and I was sent downstairs because I wasn’t gold only to find out I was. When I came back upstairs Salma looked at my agreement and told me to go to the presidential circle and pick a car and she was so kind and in a time like this I so appreciated it. I wish I could have her every time I rent a car. Whoever hired her good job! ♥️

Gabrielle Henry

Terrible!!!!! This location has zero customer service. Rented a car from Hertz our tire blew when we were on our travels so we called the emergency line. They said to head to the Minneapolis Location at the airport for an exchange vehicle. Upon arrival our vehicle was denied an exchange because it’s a ‘HLE’ vehicle and will only be accepted at certain locations. It’s Sunday so we were told we have to wait until tomorrow (Monday) or we were recommended by the staff to keep driving it on our 5 hour round trip up north and there was nothing they can do for us. NOTHING was suggested for a way to help us in the tiniest bit. Our trip was ruined.

Xiaoyu Hu

I wish I could give a zero star rating as the service I experienced was so bad. We waisted an hour in the airport and feeling insulted. There was a long queue at front desk and the staff was just kept this long endless chitchat without worrying about the clients waiting. When it got to my turn I realized they were doing upselling in a really pushy way.
The car they offered was in such a horrible condition that we were almost shocked. There’s a strong smell the moment you open the door, maybe the last customer have animals in it and wasn’t be mindful with that. There’s dandruff everywhere…
When we were leaving we were told to go back to customer service because the staff messed up our booking with my husband’s name in a really offending way. I guess if he spend less time on upselling and pay more attention to do his job, he would not ended up with such mistake.
When we spoke with customer service, we were told to wait for this manager on site called Sammirah, who kept us waiting for another 30 minute. And when she arrived, she was totally rude and cold.
After I explained to her the mistake. She basically ignored this completely. But said that the card holder’s name doesn’t match the driver’s (the card is under my name and the my husband is driving) while the previous staff managed to use my card and my husband driver license to complete the reservation. Im not sure if this is “the policy” or just an excuse to make it up for the service failure. ( we used to rent a car with National rental with the same card and driver license without any issues) And she just said she’s going to cancel the reservation. That’s all she could do. The whole time she didn’t shared any apology or solution. Until I told her we have waisted 80minute here and asked her so, she offered a very insincere apology followed by blaming us for ‘you guys were not being ready’. Her attitude was so rude that we were speechless. When I told her I’m going to leave a comment she said ‘go ahead’ just a great sign that she couldn’t care less for the inconvenience of the customer or her job or the Hertz brand image.
We would never come back to Hertz ever, after being treated in such negative way.

Josh Moulds

Very bad service, filthy vehicle and incorrect per reservation.

Waited in line for a least an hour to get car. Received a compact car vs mid size; mid size was on my reservation. After noticed a bad smell found old food and what appears to be vommit in car.

I hope this comment supports improvement of this company as this is horrible

Dmitriy

I ordered an SUV online over a month ahead of my trip. When I arrived, I was directed to go to the section marked as president circle and take any car. There was not a single SUV available, and the lot was filled with Chevy passenger cars only. I had to take one of these cars. At the checkout booth, I asked why the car class I ordered was not available and if there would be any price adjustments. I was told that they ran out of SUVs, and no price adjustments would be made. I am supposed to have 1 class upgrade with my membership level, and instead, I was downgraded. I guess switching to some other company for future rental needs.

In addition, the support link provided has an option on how to deal with the situation when you get a car you don't like. I stopped at customer service before leaving the location. The staff is very unfriendly and is not willing to even deal with customers. I did call customer support and was told to go to another location to exchange the car. I will try to do that today, but I have to find the time and possibly a friendlier location nearby. While I understand that a car I ordered may not be available, i think that it should be addressed by the company at the time of pick up and not making me jump through hoops on getting what I paid for.

Udo Dittmar

Long lines, manager saw it and went back into his room. Deskagents look like they don't know what they are doing and just leaving for their break, and left one person with 20 customers. Worst car I ever received in the compact category. Just a key not even a remote!

Ben Graham

After avoiding Hertz because of past issues, I decided to give them another chance. I initially reserved the car from 9:30am Saturday to 6:00am Sunday; a one day rental. After reserving, I changed to an earlier flight and updated the reservation to 8:30 pickup. I got the conformation of the change, but it still showed a 9:30 pickup and that I had only prepaid $44 instead of the $66 I actually prepaid. I decided I deal with it when I arrived. I got the email when I arrived that my car was ready and my name was on the gold board. I picked up the car and got the rental agreement showing I prepaid the full amount. Ok, problem solved. Maybe things are Hertz aren’t as bad as I remembered. Then came Sunday morning. I pulled into the nearly completely full return area at 5:50am, ahead of the agreed 6:00am. I didn’t see anyone around so slowly got my things out of the car and a representative came up and said leave the keys in the car and I’d be emailed a receipt. He could have quick scanned it in, but he didn’t. I thought he had a full lot and was rushing to check cars in to make room and he’d be back soon enough. Somebody did eventually check it in at 11:58pm. That resulted in another day being added to the rental and another $82 being charged on top of the $66 I had already prepaid. I’m still waiting to hear back from Hertz on fixing this, hoping they’ll make it right. It’s just a reminder of why I stopped dealing with them in the first place.