Skipping the counter as part of the hertz loyalty program is not an option here. Waited 41 minutes in the line while one attendant tried to assist people. There wasn't anyone in the national rental car line so next time I'll just book through them. read more

The Hertz/Dollar rental at the airport would probably be a much better place if they switched to just being a kiosk with lockers for the keys. The staff take great joy in denying you service and threatening to get airport security, if you're not on your knees grateful they will take your money and rent you a car. (Also call their bluff on the airport security thing, because unless you're being a danger to others or disrupting airport operations they won't do anything) Look I realize this isn't the best job in the world, but honestly what does it say about you that this is how you conduct yourself? And your company for not honestly providing any customer service training? If a customer is just there to rent a car, make the whole thing painless for everyone. No one forced you to work there, and by extension, customers should probably not rent from you. But seriously, why isn't this being replaced by a kiosk? Saves the company money, saves the customer time, and it'll actually improve the ratings it gets here. read more

If I could give it zero stars I would. Poor customer service. Scheduled a car, had a reservation, but when I arrived they didn't have any cars so I was SOL. The man working could have cared less. read more

Cars not ready despite having President's Circle - told that the car is being cleaned and all the while 2 customers behind us got their cars cleaned faster ?!?!! Terrible customer service experience at this Hertz location. read more

Y'all have the worst Customer service I've ever experienced your employees are not doing their job I've been on the side of the road for almost two hours calling only to not be assisted they don't even deserve that star read more

Cars are dirty, No Pick-Up Service most of the time ( employees that work at the one next to the Junk-yard Are Very Nice) Not their fault they don't have help . read more

Got set up by insurance company with Hertz when my car was put out of commission by a large rock. Hertz called me and gave me a different address from the insurance company. When I go to pick up the car after driving 40 minutes through rush hour traffic, they said they had no cars. Come back tomorrow. They knew nothing about my reservation. I will never deal with them again! read more

Dealing with Hertz is next to impossible. I was dealing with an insurance situation, and they had a way to contact Hertz, but after that I was on my own. One rep who called me couldn't give me a call back number -- only his number "for today." This was the only time in my life when a rental car was filthy when I got it. Trying to navigate some of the insurance situations just meant finding myself on hold until I gave up. Once when I did get through, it was not a local rep, but someone who gave me a non-working number to call. While I'll never say never, I'd exhaust every other rental possibility. This company is simply terrible. read more

This is the worst rental car experience. Was there to pick up car no employee there till 11:00 am. My pickup time was 9:15. Then wanted me to pay for car which I had already paid for. Get it together Hertz you lost about 8 customers with your employee not being at work. Says you open at 8 am. The phone number does not work. Corporate was no help either. read more

This location has been consistently horrid over a number of months--so much so that it's worth noting here. My last visit to the counter yesterday was, again, awful. I was given a car that smelled of cigarette smoke (again), and it was a itsy-bitsy car-nugget that I could barely pry myself in to. Hertz calls it the "manager's choice" option, which has always gotten me great deals on decent sedans in the past. But this time I was given a Chevy Spark, which is basically a golf cart with windows. and it's roundly terrible. I don't know how to communicate to Hertz that I'm 6'1" and can't properly fold myself in to a Yugo-sized car. Oh well... I'll know better next time. PS: Hertz Corporate was little help to me. "You'll have to take it up with the local manager there." I intend to. read more

Incredible failure of basic operations. One queue. Average checkout around 8-10 minutes. 5th in line, have been waiting 20 minutes, now 3rd. If you can, don't use hertz. No other car rental agency here at CHO has a checkout like this. Sent family to place we are staying via cab while I wait. read more

This is specific for the Charlottesville location customer service is TERRIBLE I had a rental booked and paid for, showed up and no one was there. The automotive place across from them that they share an office with had been notified that the whole office was out with covid but they did not call anyone who already had a car reserved. So I had hotel booked and needed a car, had gotten an hour ride there and was just shit out of luck. found a rental from the airport and had to pay 450.00 for last minute but nothing else I could have done. it gets worse... so then I call hertz at this location and talk to someone, who while I'm trying to explain what happened cuts me off mid sentence to defend the fact that no one called. Tells me they cant issue me a refund so I have to call this other number and the manager wont be in until tomorrow. tbey do not care at all about the customer service, ive never ever dealt with such terrible inefficiently run place before. read more

I would give Hertz at Rio Hill, Charlottesville a big 10 for their service, cooperation, and understanding of my situation having only 1 car when a deer ran into us. Thank you so much. read more

When I came to pick up my car, the agent said Hertz had already inspected the vehicle and found no scratches, dings, etc. He then asked me to sign the form saying the vehicle is free of defects on pickup. I insisted on checking it myself before signing; it was full of scratches. When I came back and mentioned this to the agent, he seemed completely unperturbed, smiled, and simply accepted my edited form with the scratch locations filled in. This problem was at best due to inaccurate procedures and at worst dishonesty. read more

I reserved a car at Charlottesville, VA, airport. The reservation mistakenly said pickup was at 12 noon. I called the local office and explained my flight would arrive around 12:30 AM. The woman I spoke to asked for the flight number and told me they'd wait for me. When we arrived, the office was closed. The next morning I couldn't reach the office - no one answered repeated calls and the voicemail was full. I called the 800 number and was told I couldn't have a refund as I prepaid. I said fine but I needed a car. I was told the airport office had none and made a reservation as another Hertz office. And customer service wasn't open on the weekend. I'd give Hertz zero at this point but at the new office, at Rio Hill Center, the clerk was wonderful, a real pleasure. Now I was paying for two cars at the same time. On Monday, I reached customer service and another wonderful woman immediately apologized and issued a refund for the first car. Both of those women made my days much better. So, positive on Hertz but, if you can, avoid the airport office. read more

HORRIBLE!!! Had a car reserved for weeks through Hertz for our son's college Parents Weekend 1.5 hours drive away. When we showed up at the counter in the evening we were told, 'sorry, we're all sold out.' We were offered NOTHING from the idiots at the counter other than get a cab lady and all other car rentals were sold out as well, except for a van/bus rental at another car rental that cost us over $200 more than what we reserved at Hertz. There were other customers of Hertz with the same situation as well. One called a brother and another was closer and took a cab. I was offered a lousy coupon to use with Hertz again that I will NEVER use since I pledge NEVER to use Hertz as long as I live. Sincerely, So CA stranded in Virginia read more

This is a review for Rio road location affiliated with the airport. Very poor customer service, and my car was not there (even though I had reserved two weeks ago). So not only will I lose over 5,000 points, I will not ever rent from Hertz again - and I rent a lot of cars. Just a horrible experience. Wish I could rate negative stars. read more

My experience with Hertz was completely different from the previous reviews. Our flight was late on a Friday afternoon by an hour. Within 10 minutes I had my reserved car ready. Found the car easily in the lot. Super clean. Smelled fresh. Out the gate in another 10 minutes. No problem with the car. Enjoyed the Sirius music. Check-in on Monday morning was just as quick, just as easy, just as friendly. A great experience all around. read more