Hertz

Horrible! When I returned the car a $ 13.99 fee was charged to my credit card. I was told I needed to provide a receipt for gas. At no time was I informed of this requirement or I would have taken a receipt at the gas station to provide. The rude employee said, «There are signs everywhere. Look for them» Well there were no signs posted anywhere. I asked to speak to a supervisor who just looked at me and said «I can’t help you, that’s the rule.» Asked to speak to her supervisor. While waiting another employee said Hertz started to do this a month ago. When the next supervisor came out, Jesse Smith, I again explained I have rented from Hertz recently and was never asked for my receipt for gas. I also explained when I rented the vehicle this rule was never mentioned. I also asked where the signs are that the other employee spoke about and he just shrugged his shoulders and said the rule has been in effect for 3 months and he could not help me. It is not about the money. It is the about the principle. What a scam! Rude employees! Be Aware Renters. Don’t Rent from Hertz!

Avoid this Hertz at all costs! I rented a car for a couple weeks and was charged almost $ 400 for additional insurance even though I specifically told the employee (I believe her name was Kim) that I had my own car insurance and did not want to purchase additional insurance. When she gave me a quote, I asked why I had to pay additional fees as I booked through Orbitz. She assured me that this was just a «preauthorization…don’t worry about it, it’ll be removed once you return the card.» She seemed a little sketchy but it was almost 11 PM and I was exhausted and decided to trust her. 2 weeks later, I returned the car and the attendant notified me of a nearly $ 400 charge. I told him that the employee assured me it was a credit card preauthorization but he explained to me that it looks as though she charged me for additional insurance. I went upstairs to talk to a customer service employee however the line to speak to someone was extremely long. There was, however, a employee (Bryan) who was monitoring the lines. I explained to him my situation and although he was nice, he said that he could not reverse the transaction but would contact the employee and would contact me within 2 business days.
4 days went by and I heard nothing. But the 5^th day, I called the number he requested that I call and was given the run around. I spent 2 hours on the phone and spoke to 3 – 4 different people who kept transferring me to another person. They seemed completely apathetic. Finally they transferred me to a employee in lost and found. She was confused how she ended up with my call. I told her my situation and out of everyone I spoke to, she was the most understanding and said she would speak to her manager. An hour later, I get a phone call from Bryan who said that he did speak to the employee (Kim) and that «she doesn’t remember you but she said she never overcharged you.» To which I replied, «if she doesn’t remember me, then how could she possibly make that statement.» The conversation lasted almost an hour and it was like talking to a broken record. He repeatedly said that there was no way anybody could reverse the transaction. I told him this was BS. He then admitted that this issue has been a problem and they are attempting to resolve this overcharge issue. But regardless, there was no way for me to get a refund.
10 minutes after I got off the phone with Bryan, I receive another phone call from him. He said he spoke to his manager (even though when we met, he said that he was «one of the managers»). He assured me that he would put in a request for a full refund. 2 months later, I get a refund. But it was to no surprise that I only received approximately 35% returned. And to this very day, I continue to get the run around and no one returns my phone calls.
This was a complete rip off. Buyer beware: Even if you tell them you want to use your insurance, some of the employees there apparently will still add on the insurance plan and you will be charged for it. I’m not sure if the employees get some kind of perk/​commission for over-​selling but its pretty obvious that they have shady policies. I have utilized almost every car rental company in the Sky Harbor Terminal (yes, even the companies one would think would adopt sketchy practices) and I have never encountered an issue like this before. It is absolutely disappointing in addition to being completely unethical.

Let me start off by saying, I have contacted Hertz customer service 3 times regarding this experience. The employees I spoke to in customer service were my motivation for writing, as they displayed such ambivalence toward this matter. It’s offensive to me when a company does not value customer service. I waited 3 days for a return call from a supervisor only to receive a patronizing voicemail wondering why I didn’t want their $ 60 gift card. I only wish I could play the voicemail for more to hear it.
I think Unilocal is a great platform to raise interest in great businesses. Unfortunately I’m having to use it in another capacity today. I recently received poor customer service from Hertz in Phoenix at their airport location. My motivation for writing this is to help someone else avoid the experience I had, and my greatest hope in writing this is that Hertz cares enough about customer service that they read this and realize how much is it severely lacking at this location.
The individual who issued the keys to my vehicle was very unwelcoming. A man in his mid to late 60s with gray hair. He did not offer any pleasantries, handed me the keys and sent me on my way. This was not an issue for me, but now, for the purpose of the story, definitely worth noting. The vehicle I was issued was dirty both inside and out. There was dried grass all over the floor mats and the layer of dirt on the windshield required a couple cycles of the windshield wiper fluid before it was transparent again. I was in a bit of a hurry and willing to let everything slide up to that point. I’ve received poor customer service, everyone has a bad day once in a while. I wasn’t too happy that the car was dirty, but I wasn’t going to be in it every moment. It was while cleaning the windshield that I noticed the check engine light on. At this point I needed to exchange the vehicle. Safety is my number one concern. I brought that to the individual that initially helped me and with no apologies just said listed the cars he had available. After getting another dirty vehicle, I decided to try one more time and got one that was clean with no apparent maintenance issues.
Upon returning the vehicle, I had to visit the office again where I met yet another very rude employee. At this point, I decided after two instances of poor customer service, and difficulty finding a vehicle that was satisfactory, a call to customer service was warranted. I called customer service and was offered a 60 dollar gift certificate. Unfortunately I was not offered an apology, a promise to make it right next time, or even a shred of empathy. I was however, treated poorly as if I had some ulterior motive for monetary gain. I called back a second time hoping to speak to someone more interested in their job title «customer service representative.» Unfortunately that employee was the most unprofessional and downright rude of all. I requested I speak to a supervisor and she said, «I just spoke to one, and there’s nothing else they will do for you .» I replied that I don’t mind waiting, but I would like to make someone aware of this issue. She replied, «Nobody is available and its a 48 hour call back.» I did not mind and we ended our call. I just received that call back 5 days later and the message I received was just as disheartening as the experiences I just described.
I am disappointed in this company and without any effort to make this experience right, I can say I will never do business with them again. I encourage anyone else who values customer service, and good business practice not to give them the privilege of your business either.

This review is for the location in the Scottsdale Airpark only.
I have rented with Hertz in South Scottsdale and they were great
(as in: 5 stars great).
I needed a car and scheduled a rental thru State Farm Insurance.
I was given a claim number from the insurance company and was told that all arrangements were set with Hertz in the Scottsdale Airpark.
My car is dropped off at a body shop in the airpark and we call Hertz to confirm the rental. I was told:
«We don’t work with body shop customers, only those people who travel in and out of the scottsdale airport.»
Really? …Then why accept the reservation?
So I’m sent scrambling to find another rental car company that’s close by.
Enterprise was there in 10 minutes to pick me up.
Hertz in the Airpark… Arrogant yet Pathetic (always a winning combination)

Love this hertz because I always get a good car. Rental car facility is clean and safe. Only downside is it takes forever to get to from the airport. Make sure you fill up before you get around this area because its hard to find a gas station close.

I rented a car from phx airport and was going to return it to LAX on June 9. I wasn’t sure if I was going to return the car earlier or later, so I asked the person at the counter what would I be charged. They said the rate I have, it would just be adjusted to the days I actually used.. well to make a long story short, I returned the car one week early in Arizona. The original rental rate had me at just over 1,050 (taxes and fees made it this high). When I looked at my American express account, there was a pending charge for 395 plus the bill was over 1,500 (so I would have paid over 1,900). According to what I was told at the counter, the bill should have been much closer to 750. I called, after much discussion, they reduced the bill to my original 1,050 saying that is the best they could do. I called customer service again a week or so later. Both conversations said I signed the contract saying that the rate could change. I then told them what was said to me at the pickup counter. Both times they said I signed, which I did not knowing that they would not stand behind what was said. I then told both customer service representatives that if I was to stand at the counter and read the documents in their entirety, it would really slow down their rental capacity and so I relied on their own rental agents response, BIG mistake,. Hertz will never see my business ever again, they clearly don’t care about the customer anywhere near their bottom line. I hope Hertz goes of business, I would never treat anyone the way Hertz treated me, I hope they are glad they have my money… greedy, greedy jerks

I have used Hertz for business and family travel for the past 10 years. I must say that over the last few years, their service has really slipped. We have rented in multiple states from Oakland, SFO, Maui, Cleveland, etc. this review is for the Hertz in the Phoenix airport, AND this was the second time we used Hertz at this airport in 2 – 4 weeks, as my husband told me «never again». We booked on Hotwire, a great way to save money, but again, arriving at 9:00 pm at the Hertz counter, only two people and 30 people in line, the same thing as last time! Again, they have 7 kiosks, ALL not working again, geez, again, the same nonfunctional kiosks from last time (don’t they ever fix those things), totally frustrated and in reading past reviews for this Hertz, for the last few years these kiosks are never working! As we are waiting in line, angry customers are looming and waiting in the Hertz lobby, I asked what’s wrong, and apparently Hertz was «out of cars» and was having customers wait as they scrambled to find them cars. Another angry customer in front of us was on the phone to Complain, apparently he got so frustrated, he vowed never to come back. So after waiting 30 minutes, please dear god have a car for us and let us out of this place, we were given the 15 minute up a sell speech by the Hertz counter help, she recommended a bigger car for a price, «no, please give me my car», take additional insurance for $ 30/​day, «no, please give me my car», do you want us to refill gas for you, «no, please give me my car», do you need gps, «no, please give me my car», do you need…“no, please give me my car” I think they do this to tired travelers so they submit to higher prices out of sheer aggrivation, but NO, we didn’t budge and got our car… yea! Now le me the heck out of this Hertz h. ll

Hertz is usually pretty good but not this time. They overbooked during the winter holidays! Never had to wait over 40 minutes for a rental car before and we were not the only ones waiting. At least 20 other people were waiting as well. So disappointed.

I take my Unilocal reviews very seriously. To me, giving someone a one star Unilocal review means that they have done something so egregious, that someone either did or could have gotten hurt as a result. Oh wait… that’s exactly what happened. I recently flew into Phoenix with my brother, his husband and their 11 month old baby for a family wedding. We rented an SUV with a car seat. Initially, my brother asked if the car seat could be installed for them, as they were unfamililar with this model, and they were told company policy dictates that they could not install the seat. Fine. No big deal. We install the seat and off we go to our hotel to rest up for the drive to Sedona the next day.
My brother’s husband had a nagging feeling about the seat that just wouldn’t go away. Finally, he drove to the local police station to have it inspected and we were informed that Hertz had neglected to include the base of the carseat and that it was in fact, unsafe to hold a child. A quick call to Hertz later and I KID YOU NOT, we were informed that it was not negligence on their part, it was negligence on our part for driving off with the car seat that they had provided. Are you counting? We have two strikes so far. Massive error that could have led to death of child (that’s gotta count for at least 10 strikes though… right) and then complete failure to take responsibility or attempt to fix the problem. The bro in law located a nearby Hertz location, and they said we could come and pick up a new seat. They gave us a new seat, they sure did. Once again, I kid you not, this one was missing clips.
We made our way back to the original Hertz location at the airport. The staff were rude, and spent a great deal of time rolling their eyes at us when we asked them for assistance putting a strange car seat into a car that we’d never seen before. I understand they can’t actually install it for liability purposes, but I can’t believe that no one else has struggled to install an unfamiliar seat in an unfamiliar car. Regardless, we never once received an apology, just continued rude behavior and eye rolls. I travel often and have never encountered such poor customer service and lack of concern for safety at a car rental agency. You can be sure that Hertz will never receive mine, my family’s or any of my friends’ business again. You can bet that they will never receive the business of random people who I run into on the street. This is how infuriated I am by their negligience and egregious mishandling of the whole situation.

These people are awesome.
Tip — if you’re a GOLD member, go downstairs. You’ll wait upstairs for an hour!!!
Clean cars ready to go!

Booked a ragtop for our trip around Arizona, hoping for a Sebring as there were three of us and the Chrysler has slightly more cabin space.
Got to the reception line only to be informed by a grumpy customer that Hertz were having problems with cars and to expect a wait. The Hertz employee was under stress and being yelled at by bellicose, irate, hot customers and I did not envy the guy his job at that moment! I waited in line and then walked to the desk where I asked about our reservation. He asked me to be patient and I said, no problem — we’ll wait. He appeared relieved that someone was being pleasant to him!
After about 30 minutes we were told our car was ready. We got to the garage and there was a shiny new Shelby Mustang! Suffice to say, this was not what I expected and it was a blast to drive. We got thumbs up from people all over the state during our trip and I felt so guilty that it got crapped on by hundreds of birds the night before I had to return it, that I paid for a hand wash in Phoenix before I returned the car.
I guess my point is, you get what you give. I think I was probably the first calm customer that the Hertz employee had seen in hours and whether it was planned or not, we got a great car, above and beyond our expectations! Karma? Who knows…
;-)

Hertz Gold Club service worked perfectly for me. My Toyota Corolla, booked over the internet, was in its bay and ready to go.
The buses to and from the rental centre were frequent and painless to use.

Disappointed with the check-​in process which, upon arrival, the line had only 3 people in front of me. There were about 10 open computers and only 3 people working. Even with the three, 20 minutes went by, finally, it was my turn. Soon afterwards, a large group from another flight arrived and the line quickly grew to over 20 persons (poor bastards) This is the first time to use Hertz and I found the check-​in process to be slow and cumbersome. Alamo, who i usually use, is much quicker. They were able to give me a free upgrade though which was very cool. Someone hit the rental and the process has not been too painful thus far (I’ll Keep ya’ll posted on final resolution)

Hertz charged $ 11 a day, plus fees, for a Toyota Yaris. Nice.
Then it charged me $ 18 for returning the car 15 minutes late. Not nice.
Also, if no one is around when you return the car, mark down the time, fuel level and mileage on your car. Turn it off, leave the keys in the car and go upstairs to the Hertz counter. They’ll take care of the rest.