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September 2024 by Richard Nixon
We booked and were ''promised'' as specific vehicle. We get there and none available. But guess what? There was other vehicles free but they were more expensive. We asked for a cheaper car......none available. So we had to let ourselves get stiffed for more $. The check in woman was laborious. It took @40 minutes to get the car. She made it as difficult as possible
Compare to Budget the week before, everything was as promised and we were away within 10 minutes.
You would be better off carrying your luggage to your destination in 100 degrees than the hassle of renting from HERTZ
AVOID HERTZ
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September 2024 by Jorge Monreal
Hello everyone,
Be aware of this Hertz facility at sky harbor
Booked thru expedia at a rate of $69 including insurance coverage, arrive at counter and was told that the rate was for EV vehicle so I decided for a gas vehicle with $30 up charge. I agreed no problem. Associate behind counter then printed out invoice for $108 fine I signed. Returned vehicle next day everything good at this point. I get final receipt thru email, and final charge was $177
Called customer care and no solution was obtained.
Good way to take your hard earned money.
Very bad service!!!!
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September 2024 by Adolfo Adelis Jr.
Had a great experience during a stressful situation. Lost my work phone and was going to have to pay $1000, if I didn't find it. Reported the loss a few days ago and came back today and Douyan was extremely helpful. Helped me find the phone and I am greatly appreciative. Great customer supported.
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September 2024 by Diamond Grant
Rosa customer service was absolutely atrocious not helpful not informative and extremely smug her attitude is ultimately why I chose not to rent a vehicle from them there’s better options and better consumer care wouldn’t recommend
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September 2024 by John
I'm giving two stars because the car worked properly and I didn't have any problems with it during my trip. However, after the trip was over they charged me a second time for the vehicle upgrade, so I ended up paying about $125 more dollars than I was intending to pay. And of course, there was no way for me to talk to a person after I returned the rental car. I'm not sure, but it's as if their telephone system is designed to prevent you from speaking to someone after you have returned to the car. No one can help, even when I drove to their location in person, there is always a run-around, always a bunch of excuses, and always delay. It's been 6 weeks since I returned the car and the problem has not been solved. I won't rent from these people again. The sad part is, they probably don't care. I'm sure someone might write a response to this review saying that they do care, but on the whole none of the large corporations care about their customers anymore.
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September 2024 by Alex Warren
I am a Hertz loyalist and have rented from this Hertz location a few times now. The gate attendant, Rodney, was so friendly and I really appreciate his top tier service and friendly nature.
My electric car rental decided to stop working properly while driving down the interstate which was super fun. I was able to exchange the car upon my heroic arrival to the rental center and they took great care of me. The waived the fuel fees for the inconvenience and I think they even upgraded me for my exchange vehicle.
I've been very satisfied with Hertz in general, and I was extremely satisfied with my recent rental experience at this location and all my interactions with Hertz employees.
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September 2024 by Brian CGD
Rented a car through Thrifty (owned by Hertz and my receipt shows Hertz as payment recipient) and it was an absolute disaster! The car was a 2023 Polestar 2 (EV) and was actually decent to drive. However, when it came time to charging it, the app in the car was useless. It kept taking me to either Tesla charging stations or non-existent charging stations. When I called Thrifty roadside (3rd time with 12% battery), someone finally advised me on a compatible charging station nearby. The following morning at 5:45am, I went to the address provided by the Thrifty rep. It was a Cadillac dealership, and the charger was inside the service center! They weren't open for a few hours, not that it would've mattered.
So I went back to the airport with about 7% battery remaining and drove to the rental car return. I spoke with a helpful gentlemen who allowed me to plug into one of the chargers right there on the floor. After about 30 minutes, the battery charge hadn't increased at all. He then advised me there was a charging station at a Shell gas station that was 2 minutes away. I went there, downloaded the app, signed up for an account, and let it sit for another 30 minutes. Still no charge increase! At this point with 4% battery left, I went back to the rental car return. I asked to switch out of the car. They agreed it would only be fair considering the circumstances. They put me in a Nissan Sentra. No additional charge. Later that day, my trip was cut short, and I would be flying out 2 days sooner than intended. I returned to the airport rental car return. The rep scanned the car in and we discussed the billing since I was returning so much sooner. He advised me that I would be refunded for the original weekly rate of $248 I had already paid, and I'd only be charged $113.10. Several days later when I still hadn't received the refund, I contacted Thrifty again. No response for almost a week. I contacted Expedia who then attempted to contact Thrifty. They too had no luck. I finally got a contact phone# to speak to a representative to then advised me that since I returned the car more than 24 hours before my contract stated, I was charged a $100 fee.
I will NEVER do business with Hertz, Thrifty, Dollar, or any other company owned by Hertz ever again. Absolutely horrible.
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September 2024 by Brandi Anderson
Terrible experience! Unprofessional service my boyfriend and I arrived yesterday at 10:59 for the vehicle we were told we had to pay 22.76 for arriving early to get the car which wasn’t ready anyway! We asked for a midsize vehicle but got offered a bigger car we just had to pay $160 upgrade. We never wanted an upgrade. We waited for 2 hrs no one ever called us multiple people came in after us and got a rental before us. The lady who assisted us was no help very rude. She was Hispanic. I don’t appreciate the poor service that was giving and could not believe we waited all that time and had to go to the counter twice to see what was going on. No one ever called us to say the car was ready! I will never rent with hertz again and we should be honored some money back. Absolutely ridiculous then we get a vehicle with squeaky brakes.
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September 2024 by Leslie Barry
Way under-staffed. We had reserved a car over a month prior to our trip and we still had to wait in a 30 minute line just to pick up our car. There were 16 customer service counters but only 2 were open, and for some reason the agents were taking almost 20 minutes to check in every customer. It was very obvious that the 2 agents there didn’t have any sense of urgency in getting people checked out and making the line go faster - having conversations about the customers hair and looking at pictures on her phone while there’s over 10 people waiting in line. Slowest rental car service I’ve ever experienced.
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August 2024 by Ali Mohammed
I rented a EV and asked them help which application should I download and use to find charger points as it was not Tesla and I was traveling to Yuma, AZ. They did not help me. That is unethical. I had bad experience with them.
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August 2024 by Emmanuel Samuel
The people here are clueless. Couldn’t even get the car I reserved.
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August 2024 by Sydnie Grace
I picked up my vehicle yesterday at 1:31pm at Phoenix SkyHarbor Airport. I unfortunately cannot remember the name of the associate who gave me my rental record receipt as I was leaving the airport with my rental car but he was beyond helpful and went over and beyond to provide me great customer service!
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August 2024 by Frau Presley
Friendly service but totally overwhelmed. Waiting time for the car was over 1 hour. The car was only available when we asked. Never again Hertz
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August 2024 by andrea martin
I hate Hertz, but my company is forcing me to use them. It is impossible to get a person to assist with problems. Even one of the employees said to me, "Sometimes we're so bad it Hertz." Avoid at all costs!
Update. They responded to this review and still haven't resolved my issue. The phone queue makes it impossible to speak to a person. So frustrating.
One more update. Paul was the one bright spot in my experience. He was very helpful when I returned my car.
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August 2024 by Patrik Eskelinen
The apparent trend of having a booking made, but not having a car once arriving seems to hold! Booked through corporate a car, but was offered only options that 4x and 5x the original price of rental, while to get the confirmed/reserved car were asked to wait 30-40min (without any guarantees), this level of service shouldn't be allowed... After queuing for quite a while already. Truly best to not rely on them for any service promise, go with a taxi elsewhere for the rental and you will save time and probably money in the process.
