Hertz Car Rental - Cleveland - East 12th Street HLE

Charged a SUV price for a compact vehicle (Kia Kona). They insisted it’s a “small SUV” and refused to adjust - what’s worse they recorded the starting fuel level at 8/8 when it was 6/8. Ended up calling Hertz customer service to get the money back.

Terrible.
Overcharged me and promised "this charge will come back when you return"
Then said "oh you signed for this charge on pick up"

No kne to talk to, horrible service.
RUN

Customer service experience at the reserve square hertz was absolutely horrible. Mind you I got a call from reps at this location early Saturday morning telling that my reservation for a car had to be picked up before noontime cause that location closed early on Saturday. I arrived at the store around 1130 only to be told that there was no car for me even though someone from hertz called me to come pick up my rental car. The assistant manager got really upset because I said that she was lying and started to get loud hollering for security as I proceeded to leave the establishment. I made a complaint with hertz and they were uncooperative and not transparent as to the incident between me and the employee. They also started taking money from my debit card without my authorization. I really can't go into more of unprofessional and unethical practices that are being conducted at this location because of other issues but I can assure that I was wronged and lied to hertz breached a contract that I had reservation to and gave it to another client if so they are wrong for that.

Please stay away from this place at all cost
Not good business I found items in my car that I rented and exchanged my car twice. I found smoking substances between seats and lighter never smoked in my life just say if the police would have pulled me over there would have been an issue

They took money out of my account daily and again the whole amout that after I returned the car. (So I was double charged) They charged me an extra day of having the rental & the rental had already been returned. They called me saying my insurance said my time was up and I needed to return my rental. I contacted my insurance & they had no clue what I was talking about. They also put me in a car size smaller than my actual car. I went to one of the competitor's and had no problems and my insurance completed the process from where Hertz lefted off

I rented a car from Hertz Cleveland downtown yesterday Friday April 1st at around 5: 15 PM. I have specified a midsize car in my rental but the location only had SUVs. The Manager Associate Ron Walls told me that I could take the SUV, head to the airport (20 miles away), and ask for a swap with a midsize car since they should have much larger inventory. I was hesitant at first buy he kept convincing us that it is cool and that if we don’t find a midsize car there we can just drop off the SUV and we won’t be charged anything at all. Hence, I drove the rental and my wife drove her car in case we end up canceling the whole thing and dropping the rental off at airport.

We went to Hertz at the airport (Cleveland airport), and the lady on front desk was extremely rude and kept yelling at us that there are no midsize cars available and if we drop the other car off, we will actually still be charged for a full day (despite the fact that we just literally drove 20 mins between the two locations and that’s it). I asked for the manager whose name is Cameron Neele as the front desk lady claimed (I think it is a made up name; she refused to give her own name). The manager said there is no such thing as swapping car and confirmed that he will charge us for the day if we drop off the SUV and that we can seek reimbursement from the original branch in Cleveland downtown, which was already closed by the time we are having this conversation (it was 6: 10 pm). My wife tried to ask a follow up question but the front desk lady didn’t even look her in the eyes and kept yelling ‘I already talked to them’. Seriously, what’s your problem folks? If you hate your job stay home. This is a very bad image for Hertz!

I dropped off the car, got charged $138. I talked next day to Ron from Cleveland downtown location and he said he can’t do anything about it and I should talk to the manager at airport. I mentioned that I talked to him already and he said there is no such thing. He said, well, talk to his manager. I was like what the hell this is a scam.

I called corporate customer service and they said they will issue a refund for me. But nevertheless, I won’t settle until I am sure the corporate investigates this and makes some corrective actions against these two locations and the incompetent people working there.

Be aware! Hertz let’s you reserve a vehicle even though they don’t have anything available.

Their business models seems to be to get as many reservations as possible and hope that they can at least fulfill some of them. They clearly don’t care about their customers or their frontline employees that have to sort through the mess. Don’t allow people to make reservations if you don’t have anything available.

Have rented from here at least 4 times over the past couple years. Has never taken less than 45 minutes to get my car. This last time a guy came in and returned a car and that was the car they were giving me. Had to wait for it to be cleaned - but they couldn't wash it as there was no water (? !). I am also a Presidential Gold member and I am supposed to just be able to go to any car and hop in so it is even more frustrating. I have rented from Hertz at over. 50? 60? 75? Locations and I can definitely say this is the poorest run one I have had to use. AND, I'm not including things they don't really control - there is never an empty parking spot out front in which to return your car - one time I drove round and round and finally had to double park before I missed my train.

Had to give 5 stars. Ron was very professional in helping my Dad and answered all of his concerns. My Dad will definitely be returning. Thanks again Ron

If I could give this car company 0 stars I would. I reserved a vehicle with hertz on E. 12th street in Cleveland, Ohio and when I went to pick it up they didn't have what was reserved. They wouldn't re place it with another one because they were bigger in size and told me those are for their members who pays thousands of dollars a year with them. They even had ME calling their other stores to see if they had anything available, which they didn't. Why would you have the customer calling around for your mishap? I got no answer, one store was closed and hung up on twice.smh. Now these were from the other stores. I called the number they gave me and the sent me to tje airport and when I got there they said they had no cars available. This was a horrible experience and thank God I wasn't from out of town and I do things early and prepare for things such as this. They don't have a corporate number and are really bad at correcting their wrongs. I would never use them again and didn't get to use them this time. I will stick with Enterprise from here on out which is who I usually go through anyway.

I had a reservation confirmed for an 8am pickup. When I arrived, I was told that the car would not be ready until 10 or 11am and that the system had no way of looking at the location’s inventory when I made the reservation. How does that make any sense if I had a confirmed reservation?

Terribly bad customer service!
I had a reservation at 11: 30 but I couldn’t get the car until 12: 30

Firstly, when I went to get the car, there was no one to help me. After 15-20, one of the staff member came and they mentioned they have a car available but it’s not clean and it needs to be cleaned and fueled for it to be ready to go!

So, I had to wait again for another 40 mins to get the car.
Worst customer service ever. Never renting from here again.

There are two guys at Hertz on 12th Street in downtown Cleveland who assist you with your rentals, ensure that the cars are up to standards and finalize your rental agreements checking out and checking in. Much of the time they are extremely busy, but be patient, you won't regret it.

Their names are Blair and Ron and their customer service skills are Exemplary! These are the type of individuals who treat you like family. There are a number of rental car agencies in my neighborhood, but I prefer to bypass them all for Hertz on 12th Street in downtown Cleveland. You will definitely be a repeat customer at this location.

My recent rental was processed out and checked in by Blair. Not only did he ensure that I was satisfied with my rental before checking out, but as I was checking the vehicle back in, Blair took the time to ask if I had any issues with the car, insured that my charges were applied to the correct credit card and printed out my receipt expeditiously.

The customer service here is second to none! Numero Uno!

Blair is excellent. Ron on the other hand is VERY UNPROFESSIONAL. He’s rude and does not take his job seriously. He will make it hard for you to do anything if he doesn’t like you. He always messes up people’s contracts and doesn’t apologize for it either. He will also over charge you.

Worst service and after making a reservation, being charged for insurance from a third party, I was not able to rent a vehicle! Why? Because they had none available! No help from customer service. I will never try to rent from here again.

I will never rent from Hertz again. I show up for my prepaid reservation in downtown Cleveland there is no one but 1 other customer in the location and the door is locked although it says “we’re open” and the hours are right there listed until 1pm. Finally after waiting for over 30 minutes for the representative, “Ron” finally showed up. He questioned why I was there and I said “I’m here for a reservation” and he said “we’re closed. ” I point to the hours on the door and the open sign and he said there was nothing he can do. I tell him I prepaid and am here for my reservation at 12. It’s not my fault that he took forever to come back from bringing down the other car. They shouldn’t schedule 12pm pickups if they aren’t going to honor them. Ron then proceeds to RUN up the stairs away from me- didn’t even close the location fully. He then brings down his own car and shows back up to finishing closing the store. At this point, I’m on hold with Hertz to see if they can move my reservation to the airport since it’s the only place open still on a Saturday. The representative tells me to NOT cancel my reservation and to just drive to the airport to try to get the same price but he couldn’t do that over the phone for some reason. I asked him to confirm that their was SUV availability there and he said yes. So I drive the 30 minutes to the airport and explain to the employee there what happened and she then tells me they are out of ALL cars and have been for a week. So why did the rep tell me they were available at that location? I could even see online that they had cars available so I still don’t understand how they were out.
Luckily, AVIS had a car available for me and the representative there was a sweetheart and gave me a great rate. Will NEVER book with Hertz again, AVIS has won my business for life and will tell everyone I know in the area to rent from them instead.

Blair is a terrific employee. He's calm, well mannered, and 100% focused on helping his customers, even if it means going above and beyond to solve problems. He fixed a major issue for us today involving another location in which they called Blair a "genius" for figuring out the problem in less than 10 minutes. Keep this guys around and give him a bonus!

If I could give 0, I would. They do not confirm inventory when reserving. As a frequent renter through Hertz, this is the WORST location to try to rent from.

I arrived at my scheduled pickup time, was told they had no cars in the class I reserved. Proceeded to tell me to either wait an hour plus, or come in the following day to pick up the car. While waiting on hold with corporate for 30 minutes, Brian saw me but did not stop to let me know a car had arrived. When I called the following day to confirm their inventory Brian told me he saw me waiting but didn’t say that the car just arrived and for me to stick around for 10 more minutes.

He completely failed to apologize, told me he never “guaranteed” that they would have a car for me, and was so unhelpful!

Do not rent from this location!