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September 2024 by Ari B
Very easy to get my car as a Gold Member, got my key in about 30 seconds and then just walked out to the lot and got my car and I was out! The lot is connected to the terminal so I was able to go from the plane to the car in about 10 minutes. It was a VERY fast process.
My reason for the lower star rating - in other airport locations I usually just drive out after checking with a booth person. In this one, I had to take the pictures of the car myself. Also, I am a President's Circle level and I saw the cars there so I was unsure why I couldn't select one of the nicer cars that I usually get a other locations. Probably because it is a smaller location.
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September 2024 by Angelique Rudolph
This hertz at the airport is by far the worst. I have never had to deal with extremely rude people before not only was 2 of the lady's that work there rude but I had couldn't even get the car I rented for the day that I rented it. And to top it all off I had to go there 3 days in a row just to Finally get the car I rented and paid for 3 days ago. When I got the car it was Extremely disgusting and wasn't clean whatsoever. Every time I went there to wait in line, they were so long because they didn't even have cars for people so everyone had to wait as people would return them. My car should have been put on hold because I paid for it online and was told it was on hold. I had to clean the car myself I didn't do it all but I At least vacuumed it out so I could be in a clean car. The smell was even horrible. For the price I paid I should have gotten money back for a Dirty vehicle and dealing with rude people that clearly don't like there job. I would Really appreciate it if I would get a call back as well from a Responsible Manager.
Ok I look forward to hearing from a Manager.
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August 2024 by GrimReaperTrader
Management and Corporate refuse to address the companies problem of not answering their phone at the airport. I won't use them again. No wonder they are offering discounts. They close after 12:30a and wont honor any late flights. I will file a complaint with the BBB.
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August 2024 by Steve Hellenschmidt
I’m standing in line at the counter, where I’ve been for 45 minutes, and haven’t moved. There’s a couple of harried and unhelpful employees that only keep up with Gold customers. This place brings inconvenience and incompetence to new heights.
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August 2024 by Don H
Wish I looked at recent reviews before making reservation. Waited in line for 90 minutes, vehicle reserved wasn't available, no one in garage to assist with finding vehicle, counter staff was rude. I'll use another company next trip.
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August 2024 by Jose Silva
One star because zero is not an option, arrived this past week for reservation, only two employees working counter, waited 45 minutes before I walked away and rented with another company, worst experience, will never rent try to rent from Hertz again.
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August 2024 by Rebecca Borges
Don’t get a rental here if you expect to EVER be able to speak them once you leave. I called over 10 times after my wife accidentally left her cell phone and the counter phone would ring 3 times and hang up. I’m sorry but I highly doubt it was due to being busy considering when we picked up the car, that airport was a ghost town. Not even an answer on the phone to say I could be put on hold or have a call back. Terrible. Definitely reaching out to the company.
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August 2024 by maria williams
I have rented a car from Hertz at the Rochester airport I received the car that was vandalized not cleaned the steering was not right was all over the road and it wasn't even the alignment and they rented this to me full of glass and my grandchild almost got cut little fiber sticking to to our clothes I brought the car back this morning they gave me another vehicle this vehicle is pretty much the same way it smells like throw up in there it's dirty cat hairs everywhere it was not cleaned or washed another bad experience with this company I reported it and all they did was cover up I know they're probably short staffed but there's no reason to have a vehicle rented out of customer that way was horrible
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August 2024 by Maria Camila Gonzalez
I wasn't informed that I needed to use a credit card. Additionally, I specifically requested a full tank of gas and returned the car with a full tank, but when I was driving, the car ran out of gas on the highway, which I found very irresponsible. I didn't have cash on me, and the gas station wouldn't accept my card due to a problem with Microsoft. The whole experience was bad from the moment I picked up the car until the end. Furthermore, I rented a Mazda 3, but I was given a similar vehicle instead. If you don't have the car that was promised, please do not offer it.
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August 2024 by Susan Minute
It's incredibly frustrating that you cannot call them. No one ever came to the line, just left on hold no matter how long I waited.
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August 2024 by Alexandre Bonnez
I took a car for 3 weeks and everything was doing well. Some years ago, I had a bad experience with Hertz in Italy but in Rochester all the staff was kind and ready to help you.
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August 2024 by Steven Carrera
No one answers the phone.
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July 2024 by Nick Webster
Waited 2 hours extremely slow. Didn’t get the car I booked.
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July 2024 by Chase Conley
Waited in line for over an hour. You guys are terrible
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July 2024 by Dazrell Fleming
President Circle and Gold Member it doesn’t matter at this location. I rent from Hertz because I depend on the brand and no what to expect. Arriving just to see hand written notes on the counter “No Cars” is beyond disturbing. I wish Hertz would have cancelled my reservation so I can make other plans ahead of time. If employees got time to write notes and leave early they can surely reach out to open reservations for the night. But their competitor “AVIS” was open doing business. The troubling part is you can’t get a hold of anyone working there. So it’s the next day and Hertz at this local place don’t answer the phone.
