Hertz Car Rental - Palm Desert - Desert Springs Marriott HLE

Jim G _{on Google}

Apr 4th, 2024

If you must rent Hertz DO NOT go to this location; truly my worst car rental experience ever, should be zero stars!
Facts:
- During business hours, counter is either vacant (greeted with a be right back sign) or staffed by 1 person
- Car was reserved and prepaid in advance but no unit available when we arrived; they found a car for me but it needed air in the tire and counter agent had to go to the gas station.
- After 3 hours at the location, finally ended up with a beat-up 4y old car (~64,000 mi)
- Poorly trained agent, could not diagnose an issue with the credit card used for a security deposit. It was the same card used to pre-pay the car rental; phoned my bank and the card was fine; was told to step aside, as I have other customers to deal with
- Suggested she call the Hertz central number to try to sort it out and was told why dont you do that!
- Turned car in early and asked for a partial refund; was informed they could not do that on a prepaid reservation (same agent).
- After filling out a Hertz customer satisfaction survey, was promised a partial refund by the location manager; it never arrived.
HINT: in the event of a dispute, dont waste your time completing the survey (it goes directly to the location being reviewed), or trying to resolve with the location manager; you wont be happy with the amount of time you spend playing ping-pong versus the results you get (zero!).
Response to 'Owner' - Good luck with that; response from local 'manager' (Jeremy) on Mar 7th was "its completely DONE on my end"........

Shelly Fitzsimmons _{on Google}

Mar 18th, 2024

Jeremy was very helpful and did a good job with setting me up with a car.

O Bailey _{on Google}

Jan 29th, 2024

The manager at this location is absolutely fantastic. He helps me with all issues I've had. Very good customer service.

Deanna Carstens _{on Google}

Jan 1st, 2024

If you are slightly thinking of dealing with this Hertz branch office, HERTZ DESERT SPRINGS...
RUN...RUN AWAY AS FAST AS YOU CAN!! I had reserved a month in advance for a multi-month rental of an economy car...a gas I driven car, not an electric car. When I arrived at the branch office, I was told they didn't have a car for me...only an electric car...one that didn't even have an adapter in it!! The manager, Jeremy Butler, was not helpful at all...he was rather dismissive, disrespectful, & argumentative. I was told to drive to the airport (30 minutes away) & see if they had a car. I asked if they could call that office. Here's their reply, "That won't work, because they don't answer their phone." REALLY!!??
Jeremy went on to tell me that he didn't have to honor my reservation. REALLY??!!
Fortunately, I solved the problem that HERTZ DESERT SPRINGS created. So again, I say...RUN..DO NOT GIVE THIS BRANCH YOUR BUSINESS!

Dan Razowsky _{on Google}

Dec 16th, 2023

The lady working on Saturday 12/23 gave my car away to someone else. At least give a call to let us know the status. To show up at the reservation saying the car is no longer available is dissatisfaction.
Also, when I booked this reservation at 12pm you think the app would let you know they close at 12pm Saturday. Pretty silly