To return the car, go into the self parking lot, drive to the 4th floor, take a picture of the gas and mileage, and bring your keys to the Hertz office to check-out. We had to find this out through calling and it should say these instructions somewhere like on their website or yelp page. We had to call to find out these instructions but they did not answer for almost 10 mins. Overall, the drop off process was easy and quick. read more

Hertz - Return your car in the parking lot on the left. - Car Rental Near Me - Chicago, Illinois

Renters Beware! This is an absolutely pathetic location with non-existent customer service. They will "get you" with added charges like pushing insurance, fuel service, damage to the vehicle, etc. There have been several times when a booking was made but no cars were available or ready and customers turned away. The regulatory bodies should investigate confirmed reservations that are prepaid and customers being turned away. The location is severely mismanaged evident from the fact that their lot is full of vehicles but they are back-logged cleaning cars. Usually long lines for pick-up and average time from store entry to car is 30-45 mins. Cars are old, dirty, smell like smoke, and fuel level is often misrepresented. International Drivers: Be particularly careful for not falling into the trap of signing up for bogus add-on fees. The location used to allow after hours returns but they recently stopped since they clearly have no clue how to manage. The manager is highly abrasive with zero customer service. Avoid this location like a plague! read more

Absolutely the Worst Car Rental Experience - Avoid This Location at All Costs This was, hands down, the worst customer service I've ever encountered. I'm genuinely shocked that Hertz is allowed to operate like this. We had a 10 AM reservation (as Gold members), but when we arrived, we were met with a massive line that wrapped around the building. People with 9 AM reservations were still waiting for their cars. There was only one poor woman working behind the counter--trying to serve more than 20 visibly frustrated customers completely on her own. No backup, no support, and definitely no sense of urgency from Hertz. It was clear the location is severely understaffed, and the company has no regard for basic customer experience. We ended up waiting over two hours to get our car. There was no apology. No explanation. Just complete indifference to the chaos unfolding in front of them. It felt like they simply didn't care. To make matters worse, when we returned the car after hours, we discovered they had removed the drop box--without notifying anyone. No signage, no instructions, nothing was communicated at the time of pickup either. We had used that drop box multiple times before, so the change came as a complete surprise. It's genuinely appalling how little Hertz seems to value its customers. Consider this a serious warning: if you book at this location, expect to wait at least 1-2 hours past your reservation time--and don't count on being informed of any policy changes, either. Plan accordingly, or better yet, rent elsewhere. read more

I reserved a specific car the day before only to arrive they claimed they had no cars available. I walked to out and around to the parking area for Rentals and saw 3 of the same specific car I rented just parked there. After calling there reservations number and speaking to the manager of the location did they in fact realize they had the car, wasted 3 hours read more

I Got a Refund--But Only After Being Forced to Lose My Cool I'm writing this not because I got a resolution, but because of how I had to get it. I rented a car with Hertz and encountered issue after issue: misleading booking information, poor communication, and a completely botched pickup process. I was mischarged and treated unfairly--but the worst part came when I tried to get help. I spent hours trying to reach a real person. I was bounced between unhelpful chatbots, agents who couldn't do anything, and an infuriating maze of scripted replies. It wasn't until I completely lost my patience and raised my voice on the phone that someone finally listened and refunded me. It should never come to that. I should not have to scream at another human being to be heard. The way this company treats its customers--and its frontline employees--is a symptom of a system designed to avoid accountability. I left this experience feeling exhausted and degraded, and I know I'm not alone. Do better, Hertz. For your customers and for the people you put on the front lines of your broken system. read more

They are the worst!!! I had a problem and asked to talk to a manager. The agent said someone would call that day, but it's been over a week ago and NOTHING!!!!! read more

Cars not ready upon promised reservation time, no one answers the phones or calls to communicate about the status of cars being available or not. read more

Awful, awful experience. The staff at this location are unhelpful, rude and slow. Was given a different car than reserved, return guidelines were not outlined. Super unhelpful read more

First, we were given a dirty, dusty car. You could see the fingerprints in the dust on the trunk. My husband was in a hurry to get back home, so we just got in the car. When I started the car, the screen said the key fob battery was low. We returned to the office and were given a clean, better car. Why give a customer a dirty, low battery key fob car in the first place. Do they actually check and clean the cars before they are rented to the next customer? read more

They are trying to scam us for fake damage and will not send any proof or even return calls!!!!

WORST customer service I've experienced in over 15 years of being a road warrior. With a parking garage full of midsize and full size cars and SUVs, this uncaring, mismanaged location assigned a Presidents Circle member to a downgraded economy compact Corolla that was 800 miles past due on oil change and service, had extensive body damage, and a low tire pressure warning light. These people hate you and really hope you'll never rent from them again. read more

Hertz - Car Rental Near Me - Chicago, Illinois

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Booked a Tesla online only to be told when I called them (after looking at these negative reviews) that they don't keep Teslas and don't have any cars available. AVOID THIS LOCATION LIKE THE PLAGUE. read more

I don't know why Tom Brady agreed to be brand ambassador because Hertz is the complete opposite of the GOAT--they are the worst of all time! 100% UNRELIABLE. 1.5hrs before pick-up, they left me a voicemail telling me to call them. Several attempts later, someone finally picks up only to tell me that there are no cars available. They said they'll call me back for an update (never called). I ask for another solution and the person hangs up on me. I tried calling back (again) but no answer. I then connect with a chat rep who tells me to go to a different location since they have cars "available" there. I clarify and the rep says it's going to be more expensive and also, actually availability is not guaranteed. What. Anyway, don't bother booking with Hertz. Worst. Service. Ever. read more

The absolutely slowest service I've ever gotten at a rental car in more than 20 years of renting cars.

Purchased car and when I arrived they stated they didn't have it ?! Other than that , not too bad

Waited in line outside for 2 1/2 hours to rent car! Said another location closed and they had to process additional reservations. But only one agent to process reservations while line stretched down the street! read more

DO NOT RENT A CAR FROM HERTZ AND ESPECIALLY THE LOCATION AT CHICAGO - WEST LOOP HLE. HERTZ IS COMPLETE GARBAGE!! YOU WILL REGRET RENTING A CAR FROM THIS TRASH COMPANY. I rented a vehicle from the Hertz Car Rental - Chicago - West Loop HLE location and it was the worst rental car experience of my life. The fleet vehicles at this location were terrible. The first car they tried to give me was a Honda that looked like a vehicle out of the Fast & the Furious. It had a racing stripe, a giant modified spoiler, and was lowered. It also sounded like a very loud lawn mower. I was embarrassed to be seen in this vehicle so I asked for another car in the same class. The guy gave me a 2020 Elantra, which was terrible too. It had damage all over and didn't even have a screen to see maps when driving. This rental car was so disgusting that had to go to the store and buy cleaning wipes to clean the car myself. In addition, there was less than half a tank of gas in the car when I got it. There was damage all over the car. Since the Hertz employee doesn't do a walk through, I took a lot of photos of the damage. One of the photos I took was of a banged up and dented rim. I didn't realize at the time, but the tire was already partially flat. Soon after leaving the rental car location, I drove north & the tire went flat somewhere in Wisconsin. I called for roadside assistance and after spending 45 minutes on hold with them, they told me that I do not have that coverage. Then I call again to see if there is another rental car to pick up or if there are any other options because I do not want to do a road trip around Lake Michigan on a spare tire. While on hold, I decided to jacked up the car and was going to change to the spare myself. The finally woman gets on the photo and tells me just fill it up with air and take it to a Firestone dealer and Hertz will pay for the tire or tire repair. I find a shop in Sheboygan, but when I call roadside assistance back they tell me that they will not pay for the tire. The prior rep had lied to me. We paid to fix a tire that was already going flat BEFORE we picked it up. I asked to speak to a manager and the rep said she didn't have one. Hertz and this location are terrible!! The cars in their rental fleet are complete jokes. I was embarrassed to be seen in the cars in the Hertz fleet. Do yourself a favor and stick with Enterprise or Avis. Even if the car is a little more expensive, it is worth it not to have to deal with Hertz cars or customer service. I will never rent a car from this terrible company again. I suggest you do the same. I would rather be hit a Hertz car than ever rent a car from them again. If I could give zero stars I would. read more

Hertz - Picture of tire when I picked it up. Hertz saw time stamped photo and still refused to reimburse for the repair. HERTZ SUCKS! - Car Rental Near Me - Chicago, Illinois

Zero stars made an online reservation took an Lyft to the location I was refused a car because of a credit check was stranded with no ride my debit card was excepted and the charges are still pending read more

I would give this 0 stars if I could. I booked a rental and checked in online only for system to be down and we were unable to get rental car for Easter weekend. I will never rent from Hertz again. read more

I picked up a car here in late May and drove it to Arizona, making it my daily driver for an extended stay. After putting thousands of miles on the car, I noticed that the car (with a PA plate) had a windshield inspection sticker that expired in April 2020 and no emissions sticker at all. This is scary. Not only is this a safety concern, but I might be liable for the ticket if I got pulled over in violation of not displaying stickers properly. There are news articles from people in similar situations seemingly confirming that it'd be my responsibility as the driver to contest (and pay) the ticket in lieu of a Hertz intervention. I called the office closest to where I am now, but I kept getting forwarded to a call center. They said that I had to call the office that I rented the car from. I dreaded having to do this because when I was calling around back in April the guy at the West Loop location was really patronizing and terse on the phone. I called Hertz West Loop, where I have an active $4300 tab for my rental car. I experienced the most unnecessarily rude and unhelpful customer support call of my life. Not only was the same guy, named Will, completely dismissive of my concerns, but he also misled me about my own liability, told me the car was inspected without being willing to confirm it, and told me that rental car companies are exempt from the state sticker requirement. He first insisted that the car was "good" and that I had "nothing to worry about." He said that they'd never put a car on the road that hadn't had an active inspection. I said, okay, that's comforting. Is there proof of inspection in the documents I was given or documents you have access to? How can I prove the car is inspected for my own safety or if I get pulled over? "You don't need to." As part of my "agreement," this wasn't my responsibility, according to him. He said that I'd be responsible if I got any other type of ticket, but that I couldn't get a ticket for inspection stickers. Okay, so can I please be sent a copy of whatever you have on file, so I can at least know that I'm not driving an unsafe car? "Sir, I cannot send you any of those documents. You. Are. Good." Legitimately, single-word sentences for emphasis and "Sir" used as a punctuation mark dozens of times during the call. At this point, I'm not asking for a manager, I'm not asking for a refund, I'm not shouting over the phone. Is there any empathy for how awful of an explanation I was getting? I then turned to the legality aspect, can't I get pulled over for this, and what happens if I do get pulled over? He suggested that Hertz rental cars were exempt from the sticker requirement. I told him that I had read news articles that made me think this was the driver's responsibility, and he countered by saying that all of those stories shouldn't be relied on and that I had "nothing to worry about." Okay, if the news is so unreliable, anything concrete from corporate? He put me on hold. While on hold, I looked up the PA vehicle inspection display requirement and the exempt vehicles list. Plain as day, rental cars don't have some special status, and all cars registered in PA have the sticker requirement with very few exceptions. It was suggested in a few places that it was actually a grey area, but I didn't have time to corroborate claims either way. He got back on the line and continued again attacking the reliability of news articles, sounding really annoyed by the whole situation. I switched to talking about the actual legal requirements, which only made him budge an inch. "Sir, if it would help you sleep at night, you can swap the car out at the location closest to you." Ok, this was already a nightmarish call. I told him I will visit the other office, explain the situation, mention this call, and mention my point of contact at West Loop. "For when I visit my local office, what's your name?" "Will." "Okay, thank you. What's your last name, Will?" "Sir, my name is Will." Flabbergasted: "Dude, I am a client of yours, you really aren't going to tell me your last name?" "Sir, I am the only person named Will who works at this location. What's *your* name?" Can't make this up. I told him my name and thanked him. I then got through to someone at the local office in Arizona, explaining the situation. Within 5 minutes, she asked for an identifier, pulled up the vehicle record, and confirmed that the car did indeed have an active inspection, with a specific expiry date. In just three sentences more, she explained exactly how the process works and that while a police officer *can* pull me over, they almost always cut breaks for rental cars (this wasn't stated explicitly as it isn't written into any laws I can find). She offered the option to switch cars but opined that Will should have called to confirm... There are a lot of things Will should have done. Selecting a career in a customer-facing business was not one of them. read more

Rented a car for Easter weekend one month in advance to be told ONE hour ahead of pickup that there were no cars available. Have tried for 5 days now to talk to someone & customer service to get a refund at the very least with no luck. read more

Please read the other reviews here. This is an awful location with fraudulent business practices. I booked a car and received a call the morning of my rental that "no cars are available." I then waited 45 (!!!) minutes on hold to be told that Hertz accepts rental reservations without cars available and that it was only a wait list. I was then told there were not only no cars at this location but anywhere else in downtown Chicago. I was then told to go to Midway airport (11 miles away), and by the way, I would need to pay more for the rental. There are other companies nearby this location - you should rent with any company other than Hertz, and especially do not rent at this location. read more

This is my second time at this location, and I have yet to have a positive experience. As a PC member I've always found Hertz Customer Service to be above average. Unfortunately this location just isn't hitting the mark. I made a reservation for Saturday which I was supposed to pick up at 12:00. I took an Uber to the location ($15). When I arrived the woman at the counter advised there were no cars available and that she called and left a voicemail earlier. She did call and leave a voicemail earlier, but when tried to call back twice, they didn't answer. Not to mention the voicemail she left only said she has an update on my rental. Nothing more. So I spend money to arrive just to hear there's no car available. When I asked what my options were, she advised that all of downtown was out of cars and that's why she called earlier. I understood and really wasn't interested in the blame game, only a solution. I then asked if she could modify my reservation to another day. She responded she couldn't do anything on her end and that I needed to call customer service--- ok fine, but on top of it she stated that I would be charged a late fee for picking up late (I arrived at 12:07). How would I be charged a late fee for a vehicle that is no longer available? I explained that I shouldn't be charged a late fee because of the grace period.. at the time it was only 12:10.. she went on to say that that's not how it works there, and it doesn't matter what I've been told about a grace period in the past, etc. which I politely advised that I would handle it with corporate directly. Fast forward, now I'm out a RT Uber of $30, no car (none avail at any DT rental locations), and when I went to rebook, the price has tripled. Now I get it, there are limits and restrictions to what you can and can't do, which is why I wasn't upset with her personally; however when it was all said and done the lack of customer service, empathy, the lack of accountability, the lack of apology made for an all about horrible experience.. and only I lost out today.. I lost out on my expense to come to the location, I lost out on my plans for the coming days, and i obviously left feeling very upset. And I didn't get as much as an apology for the mix up. This experience was unacceptable and I'd hope that management has higher standards and expectations than what I experienced today. Not to mention, their cars aren't clean and wreak of fast food and Mary Jane. I'll be using another location moving forward. read more

I've rented from this location twice now in the past year. Both times went pretty smoothly. I made reservations online in advance and picked up my car, no problem. (Pro tip: try different discount codes until you get the best price.) Just some info: Cars are located on the 4th floor of the garage connected to the location. This is where you will pick up and drop off the cars. They have after-hours drop off available for Saturday and Sunday since they close at 1 p.m. on those days. For in-person drop offs, you will need to take a picture of the mileage or write it down somewhere, and also bring the parking ticket. Overall, the service has been fine. The employees have been courteous and they get the job done. The last car I got smelled like cigarette smoke and a Ford Fiesta has a tiny tank (requiring me to get gas way more than expected), so it's possible you won't get the best car. Still, I'll probably come back in the future since it's a convenient location for me. read more

Hertz - Car Rental Near Me - Chicago, Illinois

Had to cancel a reservation because hertz customer service let me reserve a rental without explaining the necessary requirements. As a result of their negligence I had rearrange my entire trip. This was Monday. So today, which is Thursday, hertz decided to make unauthorized withdrawals out of my bank account. When I called and demanded my money back, they said they couldn't do it because it was still pending in my account. When I asked why they took it, all he did was apologize. No explanation why. If he tried to explain I couldn't understand his language. Funny how they can take your money and then send you to another country to get it back. I'm in the auto industry where I deal with car rental companies on a weekly basis. The next time I have a customer that needs a rental, I'll tell this story read more

This review is for the location at 181 W Washington. After so many negative reviews I was cautiously optimisitc (more cautious than optimistic) after making a reservation at this location. I really think in situations like this the experience is based on the professionalism of the representative more than anything. I was fortunate to be waited on by Monique. An extremely courteous and friendly agent. I live in the city and needed a car to play tour guide to family visiting us for the first time in 18 months since covid so I was extremely concerned about this location not having a car when I got there and then having to go to plan B to get to the airport in time to pickup family. To my surprise Monique got me in and out in 15 minutes with the exact car class I had booked and it was clean and ready to go. One thing to keep in mind is this is a city location and a small office which is typical for a major city. Do not expect a sprawling spacious suburban location. Its just not practical in the city. Overall my experience was great. If this is an isolated incident so be it but my experience with Monique deserves 5 stars. read more

Came in only for 5 minutes to add an additional driver. The employee was so rude to us and had no motivation in helping a customer in the presidential circle status. Do not do business here. Would not recommend. Go down the block for another one. By the way after this interaction, Im going to turo read more

I had a car booked for Monday morning, called on Friday to confirm they had the vehicle that I needed to fit 6 people for a tour. I thought I was set to go for Monday morning. I get a call Sunday at 4 pm that they don't have any cars that size (though I had already confirmed Friday). I told her to cancel my reservation and make sure to refund my card. She said I would have to call customer service for a refund, she can't issue that. Which I think is insane. So now here I am still on hold 35 minutes later (!!) with no luck talking to a human to issue my $600 refund. Terrible Terrible TERRIBLE customer service. I don't know why it is so hard to have a decent rental car company. read more

I personally had a great experience here. The ladies were helpful from beginning to end. The young lady even helped me with directions on how to find my car in the parking structure as I've never rented a car in the city, especially one where the rental cars are in a parking structure. I've read the reviews, but I took the chance anyways. You come in with a good attitude and some humor, and you'll get it back most of the time. Also, I believe if you feel that your car needs to be cleaned in a car wash or vacuumed inside, do it. You return the car as if you just used it to drive around, not leave dirt all over and trash then expect no cleaning fee. It's common sense!! Thank you to the ladies that worked those days I came in and made it less stressful for me. I will rent again next time around. :) read more

The worse possible location comprised of incompetent criminals. I was charged for a week long rental that was returned in three days on top of additional insurance coverage that I never requested. Now they are unresponsive and refusing to remediate the issue. Thus, I will be pursuing legal action to see that this location is closed down. As you can see from my picture of the car and mileage, along with the Uber receipt that I dropped off the vehicle on the 9th, not a week later. This is asinine and the garage cameras can also be subpoenaed to corroborate this since you criminals like to joy ride in cars at the customers expense. read more

Hertz - Car Rental Near Me - Chicago, Illinois

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Zero stars. Classless clowns with no education or human social skills. Just called and this boy hung up on me because he couldn't answer a question. Useless children, understand now why they all work at hertz, they can't get a job anywhere else. Hope to see you in a ditch somewhere. read more

I've been a Hertz Gold Plus member for over a decade. I rented a car from the Washington Ave location a few months ago, but was an hour late to pick-up my car. When I finally arrived, I was given a lot of attitude from the associate working at the time. She told me she had a car for me at 10 am, but because it was 11 am, I had to wait. When I finally got the car, I didn't realize there was less than a 1/4 tank of gas until I get a few blocks from the location, even though my rental agreement stated there was a full tank. Luckily the key fob does actually match the amount of gas it was rented out with. Today, I needed a last minute rental. I reserved the car using the Hertz app and everything went through and I received a confirmation number. I go to the location and the same associate was there. I tell her that I made a last minute reservation and she tells me that there are no cars. She is not a pleasant person to deal with. This is a corporate run location. Why is the lobby so rundown that the associates that work here have to do so from a desk pushed into a small corner? There's a closet door hanging off it's hinges behind the real counter. Why doesn't their real-time inventory match-up with their virtual one? Why is this location so understaffed? Why are the few staff here so miserable to deal with? The staff must not be treated well by Hertz because they don't care about the customers. This location needs a major overhaul. read more

Loacation closed early and gave away my car. The next day, After waiting forever on the line to speak to someone the man I spoke to was so rude and hung up on me. And a 5% charge on you reservation to speak to a human being is not good customer service. If I could give 0 stars I would. Don't give these guys your money or time. read more

I made my reservation online for 5pm when they apparently close at 5pm. Nobody was there when I arrived and nobody called to tell me this is when they closed. Why is 5pm even an option if this is when you close? I arrived when they opened at 8am the next day and they said they didn't have any cars to give me anyway. The person at the desk wouldn't even get up to greet me or assist. They just pointed for me to go upstairs. I went upstairs and that person was surprisingly less helpful and did nothing to help me find a car at another location. They said I could wait until one gets returned at some point throughout the day but not I've already lost a day of my trip. Don't worry, they didn't hesitate to charge my card for this already. Now I'm on hold trying to get my money back for a car I never got. Terrible customer service overall. Would never recommend read more

I would give this place 0 stars if I could. I made a reservation weeks in advance and when I showed up to get my car they said there were no cars available. I asked how that could even happen and they said people extended their reservations earlier in the week and "this happens all the time." I asked why didn't they notify people who had made reservations if they knew they weren't going to have cars and I just got rude responses and zero sympathy. I have never encountered such poor customer service and absolutely no regard for the inconvenience they caused. I had to wait on hold for 18 mins with customer service to get a refund and they did not offer me any sort of credit for their own issues. I will never rent from Hertz again. read more

Probably the worst experience I have ever had with a business. Horribly run company. I was renting a car through an insurance company as my car was stolen. The insurance company allowed 30 days of rental car use. I asked when I picked the car up if I could keep it additional days after the 30 were up, obviously paying for the additional days out of pocket. "Yes, no problem at all" was the response I got. Fast forward 30 days, I need to keep the car for additional days. I proactively call and inform Hertz, not once but twice that I am keeping the car. They say "No problem, thanks for calling." 10 days later, I start getting threatening phone calls and texts saying that I am in possession of the car without the consent of Hertz, and that it will be repossessed. I call again to let them know I have the car and will pay out of pocket for the amount my insurance doesn't cover. When I return the car, a $108 charge is added to my bill for 'towing'. The car was never towed. I had to call seven times and spent upwards of 5 hours on the phone to get the charge reversed, and Hertz then proceeded to take 4 months to reverse the charge. When the charge was finally reversed, I went online to pay the remainder of the bill, and found that they had sent me to collections, nice. read more

I was nervous about renting a car here after seeing the reviews, but it was close to my hotel and my husband wanted to see Milwaukee, so we took a chance. Immediately upon arrival, my fears were put at ease; the staff was helpful and friendly and the car we got was not dirty like in the yelp photos. After we turned the car in, my husband realized he'd forgotten his sunglasses in the car. I called the location and spoke to a nice person named Ashley, who helped me figure out how to get them back. She spoke with me on the phone a couple of times and we agreed that it would be easiest for me to mail a box containing a pre-paid and assembled box for her to send them back in. This is not part of the Hertz policy and she really went above and beyond to help me. The sunglasses were a few years old and nothing special, but they were important to my husband - and the helpful staff at this location helped me to get them back. I'm super grateful for their folks who work here and would not post if I wasn't certain that this location deserves a better rating. read more

No one answers the phone, ever! Never again with this location. I was 10 minutes late and they gave my car way without even calling me. Customer service is terrible. And of course, because no one answered the phone I couldn't tell them. Save yourself the headache and rent from the locale at 410 State Street. read more

This was a bit rough of a location: the office is very small and if there are more than a few people in the line it is awkward. Every person has their issues renting, the transactions are complicated, you can hear everything that everyone is saying (always painful for car rental issues). Employees were nice enough and seemed to be just trying to hold it together with this arrangement. It wasn't really clear but they didn't have the car I requested ,but then gave me a better one for cheaper, had to do the whole reservation again (took longer than I though based on this and the fact there is no separate Gold line). The cars are in the parking lot next door, easy to get out but coming back on Sunday all the spaces were filled, you have to drive around looking for another spot (once you back out of the narrow area you have to explore for spots). I would suggest other locations such as Union station, this one is too small and inefficient read more

I'm disappointed that I can't leave zero stars. Maybe the National Car Rental down the street has set the bar too high for other rental car companies in the area, but my experience was about as poor as it could be. Terrible cars, terrible price, and most of all, terrible service. They charged me for satellite radio which I told them I did not need and then refused to take it off the bill. When I retrieved the car from the garage it had one of the employees' personal belongings in it. Overall, Hertz is just a bad experience. I'm surprised they're able to stay in business with this level of customer treatment. read more