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October 2025 by Shankar PV
Rented multiple times for both myself and with my friends. Always had a pleasant experience! Once I had to cancel unexpectedly and the customer relations team promptly helped me with the refund. Truly satisfied !!!
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October 2025 by Jereme Stewart
Nice job amazing
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October 2025 by roso alesu
very nice stuff very respectful end very fast service thanks carlos
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October 2025 by Mrs. Nancy Azlan
I want share that I had an amazing experience at this location. Upon arriving at the location the office was full, I was still greeted and acknowledged by Carlos, I believe he is the new manager. I got to say I have rented at this location before and can see a huge improvement. The store is very clean. The attention to detail is on point! There cars no longer have smoke smell and they have now a variety of cars to choose from, Carlos was very friendly and offered me A Jeep Wrangler for a small up charge! My kids love it for homecoming week! Please Thank Carlos and Congratulate him for his outstanding service for improving this location appearance and outstanding service. I will definitely return to this location again.
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October 2025 by isabella baez
This employee helped me out so much her name is sofia and she helped me out a lot go to her she does a great job and knows how to do her job
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October 2025 by Nadia Nur Danisha Mohd Said
Carlos provided an excellent customer service! It was my first time renting car, and he was super helpful with the process as well as answering questions
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October 2025 by Max
Spent 30 mins on a Wednesday afternoon on the phone waiting to talk to someone at this location.
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October 2025 by Tarun Kushwaha
Run if you can. The other bad reviews are spot on. I had five days pre-paid rental for a seven seater SUV. Arrived at the pickup time to find the store locked. Five more customers waiting. Gave me the only seven seater option available: Hybrid Minivan. It was reeking of pot/ weed. Another customer at store was trying to exchange the car for same reason. There is something going on at the store that multiple rental vehicles are being used for smoking pot/ weed. Additionally, the Minivan was badly in need of service with maintenance warning popping up, loud cabin, and rough engine. Five days of pot smelling horrendous Minivan....Never again from this location. Shame on Hertz for not doing anything.
Hertz automated response to each of these complaints is absolutely insulting. They would be served better putting those resources towards improving their operations. Stop the lip service.
To Hertz Corporate- Weed and Pot are illegal in Wisconsin. If multiple customers are complaining about the issue in your vehicles, there is probably illegal activities happening at this location. Fix this or this will get escalated.
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September 2025 by Olesya Schebunyaeva
My husband had the worst experience . He came in and turned out that they cannot rent because credit score dropped which is fine . But before saying that , the employer already charged the card and said that the funds will be available just in 24 hours . Moreover, last year he paid more than 10K for rentals and they did not take it into consideration.
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September 2025 by William Brooks
(Added 23 September 2025)
This is still unresolved.
(Added in response to Hertz’s reply)
I already followed all formal channels and provided the documentation Hertz requested — including a redacted bank statement to verify the charge. Despite acknowledging the charge and confirming the reservation, Hertz then asked me to call and provide my full credit card number over the phone, which is widely discouraged due to data security risks.
The BBB ultimately closed the case as unresolved, with my dissatisfaction formally recorded.
I hope this clarifies why a simple link to their support page is not sufficient. The process was already exhausted.
(Original Post)
Charged for No Rental, Escalated to BBB, Still No Resolution
I filed a formal complaint with the Better Business Bureau after being charged by Hertz for a rental car that was never provided. The vehicle was unavailable at pickup, yet I was still charged.
Despite submitting documentation confirming the reservation and the disputed charge, Hertz requested that I call and provide my full credit card number over the phone — a practice that’s widely discouraged due to data security concerns.
I declined to provide full card details in this way, and instead offered sufficient verification through a redacted statement. The company had all the information it needed to resolve the issue, but chose not to.
BBB marked the case as unresolved and closed it. I remain dissatisfied and disappointed with how this was handled. Travelers should be aware that even with documentation, there may be no accountability.
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September 2025 by Adam Rue
This place is a total joke. Never…and I mean never!! Coming back! Terrible experience
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September 2025 by Sandra lee
Nice new car service stinks. Didn't get the car I asked for and weren't there at check in. Had to wait 40 minutes for them to return. Then bought a car close to a hertz and they wouldn't let me drop it off close by
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September 2025 by Ochem 2019
I returned my car on time, but later received a receipt saying it was returned after hours and was charged an extra $50. The staff here were unhelpful and unprofessional, and I had to call Hertz to dispute the charge. Very disappointing experience.
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August 2025 by Sheila Marten
Gave us a car with a dead battery. Had to wait 2 hours to get roadside assistance. When we were finally able to get going and return car no one was at the car rental location (middle of the day). We waited almost an hour for someone to show up. Seriously how can Hertz run a business like this? Do not go to Odana Road, Madison location if you want actual customer service. What a disgrace.
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August 2025 by Esther Moore
My dealership shuttle dropped me off here by mistake.
Professional staff helped point me in the right direction.
