Lack of available car in spite of of confirmed booking!
Pros: The car once we eventually got it was lovely and easy to drive.
Cons: We were not picked up as arranged and got no phone call. When we did call we were told there were no cars available in spite of having a confirmed booking. Very poor customer service. Delayed us by nearly 2 hours which was a lot as we were travelling and only had the car for a day.
18 Mar 2017
Both cars that were received were dirty and old
Pros: Front desk person was very accommodating
Cons: The first car rented was dirty and smelled, took back and got another car which was damaged and smokey in the interior. I have rented other company's but looks like hertz is not reinvesting back into there cars. Would not rent again.
18 Apr 2017
Cons: When we went to pick it up Saturday around 1pm they were closed. We never did pick it up.
24 Apr 2017
Pros: Price and location
Cons: No cruise control. Only 1 setting for intermittent wipers. Uncomfortable seats
9 May 2017
Pros: The process was easy, efficient, and the customer service was great.
27 Jun 2017
Affordable but cleanliness questionable
Pros: Very affordable
Cons: Car smelled like smoke
5 Jul 2017
Pros: Price was about half what the airport wanted. We picked up off-site.
Cons: Agent told us we were being upgraded from compact. The Yaris seemed like a downgrade.
16 Jul 2017
Pros: The car was fine, the service was very good once I did see a representative on-site.
Cons: 1) I had to wait as there were no representatives in the office at my pick-up time. 2) I topped off the gas, but it still did not read as full. There was NO WAY to put more gas, it was completely full. I will be watching to see if I am charged, and if so, I will contest it. 3) The drop off was not clearly marked for Hertz. The envelope for the keys was not for Hertz and had instructions about drop off which I followed. AFTER dropping off the keys in the door, I saw that there was another sign that had been obscured by a parked car that said there was another area to park the car. At this point, my keys were already dropped off so I could not move the car to that location. I feel that the Hertz rep should have mentioned the drop-off and warned me about the fact that it was a bit more complicated.
27 Aug 2017
Cons: The booking was made for the wrong dates, i called and was unable to reschedule or cancel. The day I was supposed to retrieve the vehical the location closed at the exact time of my rental. I wasn't able to speak to anyone at the herts location till the following Monday at which time I was informed that there was no longer a vehical available to me. NO refund or car !
28 Aug 2017
Cons: It was not clear that the car rental was WAY offsite; 15-20 miles. If it weren't for the kindness of the Hertz staff, I would have had to take a taxi to the rental car location. Hertz provides a ride to their other location.
Pros: The car was great. The people I dropped it off with were excellent.
Cons: They guy who got me sorted at the beginning tried to give me a totally different (and not as good car) and was a bit rude about it. Then he tried to upsell me on a number of things and disparaged me for not taking them. Not good sales technique and not good customer service.
8 Jun 2017
terrific customer service and fantastic New SUV
Pros: Very courteous customer service. Easy registration, pick up and drop-off. SUV was in very clean and new condition.
Cons: When I tried to extend reservation one additional day, the call center quoted a price more than double what was printed on contact at Rochester pick up location and would not honor the price on the contract that was printed in Rochester.
16 Jun 2017
They did not honor the price I received on kayak!
Cons: When I arrived they said the price on my reservation from kayak was a misprint and charged me significantly more for the rental!
4 Jan 2016
Pros: The drop off process was quick. It's good to get there on time.
10 Jan 2016
Pros: Nice car
Cons: Got there they didn't have car I paid for. They up charged me and for a Lincoln. Drove 250 miles to pick someone up (my children). Just to find out the back seat was missing 2 of the 3 latches. Tried to call office but even though I was told they were open until 1230am (wanted a same day return) they really closed at 6pm. Left note in key drop box with key to have someone call. They never did. Filed complaint with 800 still no call back. Spoke to office car was on loan was promised it would be looked at upon return and manager will call. Never called. Still waiting contacted via Twitter and they say to contact them via email. Did that today. Here's to waiting more. I will not rent from them again. Ever!
11 Jan 2016
Cons: I called to ask how much it would be to drop off at a different location and was told it would not cost anymore. However, when i went to extend the rental, it was $200.
I was also inadvertently told the wrong return time.
9 Feb 2016
Pros: Vehicle was clean, reliable, and very comfortable.
Cons: I paid for Satellite radio but it did not work. I was able to get a refund for it. I was surprised by the cost in the end. there were lots of fees I was not expecting.
1 Jun 2016
Pros: Great price, easy pick up and drop,off, nice car
17 Jun 2016
Pros: The booking process was very smooth and we got a good deal by booking via mobil phone
Pros: The staff at the East Main Street location were on point. They were very accommodating, professional and friendly, I was picked up timely and returned the vehicle without incident. Despite the fact that the West Henrietta location sent me to their location instead of one nearby.
Cons: The cost of the vehicle was very expensive. In addition, I was charged a $300.00 deposit. The vehicle was difficult to drive due to its configuration. I was denied when I asked for an upgrade.
4 Jan 2017
Pros: The staff was friendly and helpful. We were offered and accepted an upgraded at not cost.
Cons: I assumed they ran a shuttle to/from the airport. Wrong! Upon calling after landing, was told they weren't allowed to run a shuttle on airport property. So, had to take a taxi to/from their location. Extra cost subtracted somewhat form otherwise great rental price. The fact that shuttle was not available should have been made very clear on website.
13 May 2017
Pros: good experience
Cons: excellent customer service
8 Jul 2017
Pros: We loved being able to add an additional driver for only $3 per day. Very nice service.
11 Aug 2017
Pros: Car,a Hyundai Accent, was a bit smaller than expected, but proved to be a good ride and fuel efficient.
Cons: SiriusXM no activated, no auto trunk opener, no center console.
21 Dec 2015
Pros: Customer service was very speedy and friendly. Got me to the car with all payments and paperwork done in less than 10 minutes.
Cons: A little expensive for drivers under 25.
2 May 2016
Pros: We received an upgrade. My daughter loved the sunroof.
19 Aug 2017
Reservation and no car available
Cons: Reserved a car around 11:30am, went to pickup at 5pm and i was told there wasn't any cars available.
They said reserving online verses calling their agents directly that the two cannot keep in sync and cars tend to sell out if you you make reservations online.
Cons: Did not have the mini van I ordered. Offered me a 12 passenger!
Someone dropped off a Ford Explorer at Budget just after I started to switch to Hertz. Got that for the same price as original reservation. Guy at the desk was really good with angry me!.
Windshield wipers we're poor.
Rochester airport pickup. Website needs to make it clear you have to go into the airport bagge area to pick up the car.. I was looking for o log desk on Brooks ave to pick up the car.
19 Jul 2017
We were refused the rental because we didn't have a credit card
Cons: Avis refused me the rental so I went to another rental agency. Employees were unhelpful and downright rude. I will not be conducting business with them in the future and advise you not to waste your time dealing with their beaurocratic policies and demoralizing staff.
21 Aug 2017
Pros: Great deal! Excellent gas miliage, comfortable, plenty of room and fun to drive. Kayak made it simple!
Cons: Nothing negative.
29 Aug 2017
Pros: Car was clean, at least.
Cons: Ridiculously long line with one employee apparently working the counter for three different car rental companies. Stood in line for 20 minutes before getting served (in part because all of the super-special priority people get to cut in line), and by then it was after midnight. Employee tells us: the computer says you were renting the car yesterday, not today. Us: "when we got in line, it was yesterday." Had he never worked the late shift? Pro tip: people on planes arriving at 11:30 pm are sometimes still standing in your line at midnight. It took 10 minutes for the employee to wrap his head around the fact that we'd hoped to be on our way before midnight and get the rental finished. Drop-off was also a mess, with all the parking spaces full and no one to direct people where to go. And the car was just uncomfortable. I'm on the short side, and there was no way to adjust the seat comfortably so that I had back support without the headrest shoving my head uncomfortable forward--even with a jacket rolled up behind me to compensate.
24 Oct 2017
Pros: The price was excellent. The car was practically brand new. It’s a nice model with a lot of technological features that made the trip nice.
Cons: I don’t have anything to complain about.
8 Jan 2018
Pros: The sales agent was accommodating.
Cons: The counter was busy and I found it tiresome to wait around to get some unresolved questions. The SUV that I rented appeared to be fine however there was windshield wiper fluid. It was totally empty. I reported this to the agent in Buffalo who tried to convince me that it was frozen. That was the reason given. This is the way they justified the fact that they didn't have fluid. Totally unacceptable given the conditions that I had to drive on in the winter storm.
31 Dec 2017
Cons: Car had no windshield wiper fluid and was dangerous to drive in the snow
27 Dec 2016
Excellent customer service
Pros: All the staff that were very attentive at the beginning of the rental and also at the moment of returning the car.