Hertz Car Rental - Woburn Main Street HLE

"I had an appointment to pick up a car after dropping my car off at a body shop. When I arrived at the branch, they had one employee and a line in front of me. It took an hour to get my car and be able to leave causing me to miss my next appointment. The employee was also rude and short with the customers. The guy in front of me was doing an insurance rental and was told that if he sees additional charges from them to contact his insurance company because they didn't live up to their end of the transaction and that they just charge without calling the customer. When I got up there, no apology for the wait and no urgency to move quickly. When we finished the paperwork he left to clean the car, brought the key in afterwards, handed me the key and said its out front as he walked away. Totally unacceptable customer service. I worked in the rental industry years ago and this is not the way to do business."

"Reserved a car weeks in advance. Showed up to pick up the car and was told no car is available. This is a problem created by Hertz and they had no attempt to fix the issue or even help find alternatives. No calls or alerts prior. In fact, they sent confirmation/reminder the day before to come pick up the car."

"Gold member for 30 years. Booked a vehicle yesterday. Arrived to pick it up this morning to be told no vehicles. No options. No communication. No effort to arrange a vehicle from a surrounding location. Time to find a new rental car company. Sigh."

"Let me first of start by saying the people at the location were perfectly pleasant. The issue I have is with billing. I rented a car at this location and got a flat on the highway. I pulled over and attempted to change the tire but the car was missing everything needed to change the tire plus the special tool to drop the tire from under the care. I spoke to a tow truck driver who happened to be where I stopped, and he said he could not do anything without the special key needed to drop the tire. I called Hertz roadside for help/advice. I explained that I would gladly change the tire myself but the tools needed to do so were not in the care. They took note and advised me I would not be charged as the mistake was on Hertz’s end by not having the necessary equipment in the care. They dispatched AAA who came by and replaced the tire after having some trouble due to the last of the special key required. I was note aware I was going to be charge for the call to the tune of around $100. In fact I was advised that I would not be charge since the care was not equipped properly. Had I known AAA was going to be dispatched I would have just called myself however with the equipment missing I called Hertz roadside. I when I returned the call I was advised that they could not take any charges off and that I had to call billing. I called billing and they told me since the rep forgot to note anything I was responsible. I asked if they recorded the calls. They do but only for training purposes. I don’t feel its right that 1. The car wasn’t equipped with the proper equipment, 2. I was not advised of a charge and was told I would not be charged, and 3. I paid to have the tire fixed. I take responsibility for fixing the tire. The other 2 I have an issue with as it’s not inside my control and I shouldn’t be responsible."

"Had a great experience picking up a rental while my car is in the shop. Had a short wait, and the staff was super friendly. The EV I got was nearly fully charged and clean. I walked in and left with a car in about 20 minutes. Not bad at all. Happy with my experience."