When I picked up my scheduled rental, the rental agent processed some paperwork and handed me the keys and said she did not need to check the car with me, and I was free to find the car in the parking lot and start driving. I did so, and about 8 miles later I first noticed that the fuel gauge showed half-empty. I pulled over to fill the tank. I also confirmed they had set "Fuel out" at 100% on the paperwork, so I emailed a request for a refund of the missing fuel, along with documentation, and Hertz denied the refund. Of course I still had to return the car with full tank of gas, so they ripped me off $30. read more

Very kind man in office, helped me quickly & was very lax about specifics. IPrice was on the higher end because I am under 25 but he was very transparent about fees, etc. I would return here! read more

I picked this location as all other rental spots in town, that I know of, don't offer free parking for your personal vehicle. As I primarily rent cars for work, I don't like adding extra Uber/Lyft expenses if I don't have to. So, it's nice that you can park your car here as it's located at the Sheraton. I didn't find the Hertz counter hard to find. I just simply asked the concierge and they gave me clear & succinct directions. I will say that I am spoiled by Hertz Gold Pick Up & Go at larger locations, but I appreciated the service here. They gave me a great new-ish (~5,000 miles) SUV with AWD, which was perfect for the impending inclement weather. Shout out to Mo! Moving forward, I'll be renting from here. read more

Hertz Rent A Car - The desk! - Car Rental Near Me - Ann Arbor, Michigan

I called the office and spoke to the guy at 8am asking if he had a rental car available for 8:30AM, he rudely said "if you can book online we have a car available". I get there at 8:30 and he says "oh it's going to be a half hour for a car I'm waiting on a customer". Yeah ok buddy not waiting around for that lie. This isn't the first time this has happened at this location. The couple that works here will straight up lie to you and when they do get you a car it is not cleaned properly because they are in a scramble. What a joke honestly, these people have zero accountability and this location needs new ownership or to go under. Don't waste your time booking at this location. The guy is a beta male liar. read more

This place is nearly impossible to find. It's INSIDE THE HOTEL tucked away in a little cubby hole. The only way I found it was when I got tired of driving around looking for a Hertz sign and pulled into the hotel check in desk and they told me the room was down the unmarked hall across from the hall leading to the pool! There is a generic sign about 2 inches by 7 inches on the wall to the left of the hallway. We were told by the only Hertz employee in this janitor's closet size office that the hotel does not allow them to put up any signage. We weren't even told by Hertz when we called about the rental that it's located inside the hotel. HERTZ... GET RID OF THIS LOCATION!!! The Toyota Corolla was filthy. The endow had smeared bird poop on them. The driver's window had been lowered and raised again smearing the mess. It was not as if it was small and just not seen. It was at eye level and smeared all the way up to the top of the window.(see photos) There were personal items left on the floor in the back seat that had not been remove(evidence that the car had not been cleaned from the previous customer. The outside appeared to not been washed in some time. Side panels, fenders, door jambs, & undercarriage were caked with mud and salt. We had taken advantage of their free car seat and requested one. When we went in to pick up the car, the female Hertz employee said they didn't have any available. I looked to the left of the checkin desk and saw one on a office chair with a purse & coat setting in it. I said "What about that one?" She said oh, you can take that one with you out to the car. We finished the paper work and followed her direction to the hotel's side parking lot and found the car by setting the alarm. Save yourself some trouble and disappointment and use some other rental location. read more

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Horrible customer service, horrible vehicle and bad experience! Vehicle was not available at reserved time. When vehicle became available an hour later, that vehicle had dents scratches, a cracked grill and other broken parts on front of vehicle. When I explained to the agent the damages on the vehicle were unacceptable in addition to being late, agent abruptly said he was voiding contract, leaving me stranded. He seemed to relish the power to abuse in the situation. read more

Zero stars! I HAVE to use this service as it's my livelihood as an Uber driver. But their customer service is horrible. I mean the absolute worst. I'm losing hair and time and money dealing with them. And seemingly helpless. I had purchased rental insurance and then had a blowout. When I called to get a replacement tire. I was told I have to pay out of pocket. I was very skeptical but I had no choice. I finally get it fixed; then came the real headache. Getting my reimbursement. When I was told over the phone that I had to go into the location where I rent the car from. They were closed. On the day that they were supposed to be open. Frustrated. I then try calling.... they never answered the phone. I've called dozens of times. When I finally get someone I'm met with very friendly (sarcastically speaking) service of a young man named Caesar. He could care less about my issue and was telling me that I was flat out helpless. It wasn't until I got in with Brian, that I was helped. He gave me the credit back on my rental. But then when I tried to renew it. I was given the run around when it comes to that. Spent hours trying to get this settled. Just so I can get back on the road. I had to go prove that the car was fixed properly and required an inspection. After that grueling process. I went to go renew my contract over the phone for another week. And was DOUBLE CHARGED!!!!!!!! I immediately call back to try to attempt the impossible. To get a refund. Of course they said I had to go back to this Ann armor location. Much to my dismay. I arrive at the location again the same day and of course Brian is gone. So I my refund is in the hands of Caesar. He gave me the run around. And said again; he can't help me. Told me that the money will show up on my account. Which it still hasn't. Also I go the next day after calling them 10 more times which they NEVER answer their phones. And of course who is awaiting me; with my life in his hands but the all powerful Caesar. Who is very rude to me. I try to explain to him. It's the holiday. I need the money back. Of course he's like. "I'm not giving you a refund; and the manager is gone for the day" so I'm just helpless at this point . I really wish they would train their employees to have empathy cause I've never been treated so poorly read more

Severely understaffed. Poor customer service. A little backstory: This is a local edition Hertz tucked away down a barely labeled hallway within a Sheraton. The entire office is the size of a small cubicle. It is a two-person operation, a husband and wife duo. In my experiences coming to this location the wife works the desk and the husband is cleaning/driving the cars around front. I can tell the wife wants to be helpful, but upon arrival I could already tell she was clearly frazzled, stressed, and overwhelmed by the number of customers/lack of cars ready. When I arrived there was one person in line and three people sitting around saying they had already waited in line and were told their car wasn't ready yet. This was the first concerning sign. The second concerning sign came from the interaction between the agent and the one customer in front of me. The two of them were in some sort of confrontation to the point where the Hertz agent threw up her hands and told the customer in front of me that she had to take her next customer, myself. From what I overheard, the customer in front of me was frustrated as she had been waiting over an hour for her rental to be cleaned. I told the agent I could wait, if she wanted to finish helping the woman in front of me. The agent, exasperated, then picked up her phone, called her husband for an update on the woman's car cleaning. The husband "wasn't sure" when the car would be ready. The wife insisted that he get the car pulled up asap because the customers were getting mad at her, then hung up. The Hertz agent then dismissed her telling her to go wait for her car, that she couldn't deal with this, and motioned for me to approach the counter again. I came up to the counter and told the woman I was running late for my reservation (30 min late) and gave my rental car information. She looked up my res, told me she no longer knew if she had a car for me, and said that she needed to take another customer in line. It was definitely the case that she had a chip on her shoulder because I had tried to be kind and give the customer ahead of me the time to complete their interaction. She continued to get ignore me and motioned to the next customer in line to approach the counter. I tried asking again if she could provide an estimate for when she expected a car to be ready and she said it could be hours, she didn't know if they even had a car, and that it was my fault. She cited it had been a rough day already, gesturing to the woman in front me, and said that there was nothing she could do. The customer in front of me was not leaving the counter, continuing to glare at the agent. The situation was very uncomfortable and overcrowded. You could feel the frustration building from all the customers in line, as well as the Hertz agent. This is my first time running late for a rental. I've arrived early, I've arrived on time, but even so I've never had a "timely" experience at one of these local edition Hertz locations. It's what I've come to expect. But regardless, given that I had an unavoidable travel delay causing me to be late, I would have expected a more customer-service oriented response then "I don't know when I'll have a car for you". I wound up waiting around to get called back up to the counter for an update, but the woman continued to take other customers, ignoring me. I left and went to Enterprise. They were able to take me as a walk up and provided me a car in a timely fashion. Should have done that in the first place. They need severe help at this location. Very clear how how understaffing can lead to chaos and poor experiences all around for both the employees and customers. Clearly, the order of the day was if a car wasn't ready, dismiss the case, and move along to the next customer. Please hire more people at this location so your employees aren't stressed!! As an addendum, a friend also warned me against this location before I booked here. They had a similar experience as the woman in front of me: they waited an hour for their rental to be cleaned. In their experience, there was only the husband working both the counter and the cars. The husband looked up the reservation, ran off to "quickly" clean, and then an hour later pulled up in a car, filthy both inside and out. It was such an incredulous story to me, that I dismissed the experience as a one-off, and went ahead with my rental at this location. Never making that mistake again. read more

Reserved a compact car and could get a Nissan Centra as there are no other cars.The car was pretty bad and not even washed or cleaned before handing over and the staff did not even properly walk through the car. They just buzzed the car from door and asked me to pick it up.They did not even bother to see if the tank was full or walk me through it as there were scratches on the car. I had to go back and mention them about the scratches and half tank gas. I even called this location the day before asking for a possible pick up and no one bothered to lift the phone even after calling multiple time. I went in person and lady mentioned no Pick up at this location but they would reimburse $14 for near locations.But next day another lady mentioned no pick up at this location with a straight face with out mentioning anything about the reimbursement. TERRIBLE CUSTOMER SERVICE and even the 24/7 contact line sucks as it takes for ever to connect. STAFF HERE SUCK BIG TIME!!!! read more

I had a trip planned for over a year and of course the day before my car broke down. I was scrambling trying to find a rental and everywhere in the area was sold out. I ended up booking whatever I could find which was the 'managers special' not knowing that means I could get an electric car. Haha in the midst of a panic with there being no other cars available, the staff was so kind, funny, and helpful and as soon as they had a rental returned to them, it was offered to me so I could make my trip. Coming home my car was still not fixed, it's been about 2 weeks now I've had my rental and they have been nothing but helpful in extending my time. My car is finally fixed this afternoon and I will be returning my rental tomorrow and will definitely be returning if I ever find myself in a bind or just needing a rental! Thank you so much! read more

Rented a vehicle for a week in February. Great customer service. No problems. Recently reserved another vehicle for this week. Service was great. All Questions answered. They even have car seats. Pick up tomorrow read more

I am very happy with my experience with this location. The location was super convenient for me. The staff was incredibly nice. Very reasonable pricing compared to others in the area. Pick up and drop off was a breeze. I Will definitely be renting from them again. THANK YOU!! read more

Open inside the Sheraton. Friendly service and very accommodating. They were able to help beat the price I found on Priceline

The service at this location was excellent. Great communication, extremely professional, and caring. During a very difficult travel week, I felt like she went out of her way to make sure we were taken care of during our experience. We really enjoyed the upgraded car we were provided. I will definitely use again next time we rent. read more

Very surprised at negative reviews. I had an excellent experience with this location, after being treated poorly by my longterm rental car service, Enterprise. Mo and Millie (owner/operators) were very responsive, effective, creative, polite, and really bent over backwards to make sure my needs were met. I will no longer patronize Enterprise, but look forward to using Hertz at the Ann Arbor Sheraton for all my future rental needs. read more

Sawakahl was very rude at desk and not very knowledgeable about the cars especially Tesla. Didnt have computer access to confirm my reservation and refused to honor my reservation. Just try to call Hertz it's a horrible! This is the worst experience I've ever had renting a vehicle, this guy needs to be replaced. read more

Absolutely terrible unprofessional lack of service. Refused to honor prepaid reservation with confirmation because the clerk didn't feel like dealing with it. Also she is the main person there yet was incompetent and rude. Use any other location but this one and don't make an online reservation expecting them to honor it. read more

Rentals are always dirty and low on fuel. I was overcharged for fuel, which the car didn't even have. Called numerous times for help and Millie won't return your call. Had to contact corporate for help. Please, save yourself some headache and find another location. Hertz needs to eliminate this location or get new people to run it. Thanks read more

Below was my initial review. The reason for 3 stars at first was because my only negative experience was the limited hours and the dirty car. Now, if I could 0 stars, I would. Piss poor customer service. I'm a Hertz Gold member and rent at least 1 vehicle per week. I was treated like dirt and the woman even went as far as accusing me of not presenting her with all information she needed. She doesn't know Hertz policy as she told me to "call Hertz. Maybe they know something I don't" The other reviews are an accurate presentation of the customer service at this location. Go to Enterprise. Don't waste your time and money here. ---------------------------------------------------- Review on 11/9/11 Very very very small Hertz. There is a tiny office inside of the Sheraton on Boardwalk. It's a one-man show here. Hours are limited- 8 AM to 6 PM. However, if you're a Gold member, they'll sometimes leave the keys after hours with the Sheraton front desk so you can pick it up after they close. I rented an intermediate sedan. It looked like it has never been cleaned. (All the cars I have rented from Hertz have always been very clean) I had a 150-mile one-way to another city- when I turned it in, I was so embarrassed and told the Hertz representative that it really wasn't my mess. read more

It is a shame that I plan to no longer use this company due to multiple poor experiences at this location. It's too bad because mostly the location is so convenient. Time after time, the lady working here is extremely rude. Don't be surprised if you show up and she says she doesn't see that you have a reservation, because until you show her proof, she won't result to common sense. An example is that she won't initiate resolution by asking you to spell your name, so you have to bring it up. Suddenly she realizes she has misspelled it, but doesn't apologize for your minor panic attack in the meantime. She has also said asked us if we wanted to add on any services, and after we decline, she has said "I can't sell you anything." I once even heard her insult a customer right in front of them. The customer offered to wash the car before she brought it back, and the lady replied to herself , "No I can't trust these people." Nice..."these people" are the reason you have a job lady. I also want to concur that the cars tend to be dirty. So due to these reasons I will not rent from them again: 1) Unfortunately bad customer service 2) Dirty cars ( I don't even know if I should feel safe in their car because the company hasn't taken the time to clean it, so what if something is wrong with it and is being overlooked?) Such a waste. read more

This rental does cannot swipe cards. I have everything ready but cannot rent my car simply because my credit card does not have a chip inside. UNREASONABLE!!! read more

When I selected a pick-up in my online reservation, I expected to be picked up or at least called if it was not possible. Instead, nothing. They upgraded my car because of the inconvenience and it wreaked of smoke (all of my clothes now smell because of it). The car was also dirty, had numerous stains, and was littered with dirt, trash, and old lottery tickets. One of the vehicle's daytime running lights was also out. The employee at the counter was somewhat surprised when they heard this, but tried to defend it, "Well, you're lucky to have gotten a car that you reserved nearly a week in advance". They clearly don't inspect their vehicles. Not worth the time and effort I spent renting this awful car. Go somewhere else. read more

This location always have bad customer Service . If you book for a care they never have it then they try to up sale you what they have . Many time the cars were not cleaned in and out then when you complain . The employee asked do you want me to wash it . It just take a minute. We reserve the car a head of time so we don't have to wheat . Many time I reserve cars then they Cale me saying that they have no cars read more

I recently tried this location again. I've come to expect the same experience from all of the Hertz Local Edition locations. Local Editions have no vacuum, they have minimal staff (this one has one employee), and therefore there is not the same level of detail at this Hertz, compared to the stand-alone locations. I rented a 2015 car. It already had 15K miles on it, and was dirty when I got in it. The person prior left all their garbage inside of it, including a toothpick with the food still attached. So gross. The return process is a little confusing. Both times I've just dropped my keys in the mail slot; and I could see that several other folks had done the same. If you really need a car, this location is convenient; however, if a clean car is important, then I'd probably select another location. read more

What wonderful service! Millie and Moe were very personable and kind. They provided excellent customer service on the phone and in person. My car was clean, had a full tank of gas, and was comfortable with plenty of leg room. When I return to Michigan later this year my car reservation will be with their office. read more

Showed up at 4:05 only to find the door locked. No after hour phone numbers. Our fault for our plane getting in late. No effort to contact us to see if we were planning on still needing a car. Really left us out in the cold. I understand it is a "new world" where it is difficult for people to do their job or take care of their customers. Be careful if you are going to be 1 minute after these folks close as they will not be there. Great way to add stress to already stressful traveling time. read more

Mo and Millie are amazing. I've rented from this location multiple times and will continue to do so. They truly go above and beyond for their customers. Thank you! read more

Kind, thoughtful staff. I've rented numerous cars and this was hands down the best experience yet. I'm looking forward to supporting this family owned hertz again in the future (: read more

Insane wait times! I reserved a car for noon and got in line half an hour early. There were still 12 people in line in front of me when noon came around and I was told to estimate 15 minutes per person just to get processed (meaning 3 pm). then no guarantee a car would be ready for me. No apology, just a "bear with us; we're understaffed". Just ridiculous!!! read more

Some lady answer the phone she's very rude , put me on hold for more than 20 min..... and then she hanged up, bad service bad customer service, I will not send nor recommend anyone to do business with this location at all....... read more

Terrible service. I was renting this vehicle as a replacement for my car that was placed in the shop, so insurance called to set up the reservation. It took about 10 minutes to communicate that I was trying to set up a pick-up date for a reservation that had already been made. The only positive thing about this experience was the nice gentleman who picked me up from the body shop to take me to the Hertz office. Once there, after the paperwork was taken care of, I was handed the keys and told the car was a Yaris parked around the building. This office is located in a hotel. You'd think they'd at least escort me to the car instead of making me hit the lock button on the keyfob to try and get the car to beep. Note: Yarises don't beep. After five minutes, I found my sad little scratched up car sitting in the lot. There was hair all over the seat, the car was scratched and dinged up, and the check engine light was on. When I called to set up my car return, I told her I would be at the autobody shop a bit before 5 and her response was that nobody would be available to process my return. The rental office is open until six... I'm just leaving the car at the autobody place and she says the rest will be taken care of. Somehow, given how everything has gone for me with this, it doesn't seem likely that the car return will just be "taken care of". read more

Easy transaction. In and out in 5 minutes. Great price and free upgrade. Had to vacuum the car myself as the interior hadn't been touched since the previous renter(s). Exterior wasnt washed either. read more

The woman there was very nice and helpful and she saved my trip from being cancelled . thank you so much i will be back for sure.

My experience is completely different from the other reviewers. This is my favorite Hertz location. I travel extensively and have found Hertz in general to be too busy to warrant the usually additional cost -- although I trust their cars to be well-maintained. The Ann Arbor Sheraton office, however, always pleases me. I rarely have to wait for more than one customer ahead of me. I often get a better car than I was expecting. And, I find it easy to come in and ask for a different car if I'm not satisfied with the first one. The agent is friendly, efficient, and honest. I've tried other Ann Arbor Hertz locations and had much longer wait times. read more

I've used this Hertz service multiple times. Excellent service, the manager was very polite. Every time we have family from out of town, business with work, we recommend the hotel and the amazing service. Treat people like family. The thing that really stood out was how much we loved the rental-car. The manager gave us a great price, every time. Thank you soooo much, we will always do business with the Hertz rental service. read more

Booked online, clicked the 'free pickup' option. 10 minutes after pickup was to happen, I called the office and was informed 'they don't do pickup from that location'. No apologies. No offer to help. And I had to scramble to find an alternative. An email complaint has gone unanswered. Save yourself grief and avoid. This is the first time I have ever felt compelled to go online to warn people against using a company. read more

TERRIBLE customer service. I am going on a road trip and wanted to rent a vehicle for the first time. I made a reservation for my 10-day trip online through my car insurance company. I then called the Hertz location on Boardwalk (out of Sheridan) to get 3 simple questions answered because I didn't want issues the day of out trip. (Do they provide parking? What payments do they take? How much would the insurance cost for my trip?) The lady, I believe her name is Salwa, that answered was incredibly rude from the second she answered the phone, continuously interrupted me, and was completely unhelpful. She kept insisting I didn't have a reservation but never once asked the time I had reserved. It took 20 minutes on the phone with her cutting me off, and giving me unnecessary information that didn't have to do with my questions. I had reserved my spot for 10 days in mid-November, and was going to purchase the car insurance, to bring the total to about $450-$500, but I will absolutely be cancelling my reservation, will take my business elsewhere, and will never return to this place. I've heard terrible things, but I wanted to give them a shot. I've worked in customer service for over 10 years, and it can seriously make or break a customer relationship with the company. Consider mine broken before it even started, and I will never come back to Hertz. read more

We made a reservation to pick up a car at 2pm on a Sunday and assumed everything was all set. When we went to pick up the car the attendant unapologetically said there were no more cars, but we could go get one from the airport. The airport is 30 minutes away. read more

The rental was not on time and I was initially told I could pay more for an upgraded vehicle or look at going to another location. As my booking was for a very specific time, I declined another location. I also stated that I did not feel it was right to be charged more for a booking Hertz confirmed and was unable to honor due to Hertz's error. Despite declining going to another location several times, the representatives at the location which I booked continued to look into other locations for vehicles- causing further delays to my scheduled time to depart. Furthermore, while trying to again confirm I was not interested in other locations, which required me speaking loudly enough to be heard just over the representative who was insistent in calling other locations "to help me," I was accused of being hostile and threatened to be removed from the building. I was aghast at this accusation. At this point, I attempted to get third party involved as I feel I was being harassed. While speaking with a Sheraton Hotel representative, another Hertz employee, Mo, approached me asking why I would speak with a third party, with statement "do you want help or do you want to keep causing a ruckus?" Even the Sheraton employee apologized to me on the behalf of Hertz. At this point my reservation was going on 40 minutes passed time, I was making arrangements for coverage for the professional obligations I had, and Mo decided to continue to patronize me while waiting patiently in line by making statements like "you didn't check in yet?" (I had completed the online check-in that was recommended ironically to 'help speed up' the process), followed by "you could have checked in. Is this your first time renting a car?" and other seemingly functionless inflammatory statements. While trying to politely explain that it would have been ideal to have been given ANY other car (upgrade or downgrade) without additional fee for Hertz's error, I was then told no other cars existed, which directly contradicted the first offer made over the phone. In the end, I was serviced last behind other customers, the process was not made clear whatsoever in terms of how to expedite my reservation being already late, and I was extremely offended by the representatives that seemed to only escalate frustration versus demonstrate effective conflict resolution. Moreover, I was not honored a rental until one hour after my booking causing me to risk my professional responsibilities. Lastly, I was told I would be discounted for this time at a bare minimum, and have not been. Get it together, Hertz. As a frequent car rental customer, not only will I NEVER go back to Hertz- but my colleagues who also rent cars have undoubtedly heard this experience will also not be going to Hertz for any services. This experience was beyond inconvenient; it was unprofessional, uncomfortable, and at this point I will go out of my way to recommend avoiding using Hertz for any car rental services in order to not deal with the issues I had. read more

The representative in the office was very rude with an awful attitude. The car was filthy inside and out. I will never rent from Hertz again. Terrible experience. read more