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

I have rented from HERTZ, , West Loop(chic23)for the past 4 months and have had 3 rentals there.. The very first time I knew that this location was different from any other. Before picking -up my first rental I called and talked to the manager, Monique , to be certain that they'd be able to provide the vehicle class that I required . Monique assured me that they would have the type of vehicle I requested.. The biggest thing is that they even answered the phone as other rental location and rental companies seldom do. Usually, I will do a reservation for the time that the location opens. Every time I arrived to this location the agents were prompt and on time.. The facilities does practice social distance, as they should and only allows 2 persons to enter at at time. This is appreciated . Once inside, the agents, Will, I think it is, and Monique are efficient in getting you in and out as quickly as possible, especially considering that this particular location seems to always be unusually busy. This location runs like a well-oiled machine. The cars ae always clean, and I have saw myself even the manager and rental agents washing the cars themselves. On my past , last rental, I got there 30 minutes before they opened and there was even a person in the garage washing the vehicle even before this facility opened. On my last rental, September, 17th, 2021, there was NO (f) full-sized vehicle available , so they automatically upgrade me to the next higher class without any haggling or argument(The last HERTZ location , in Evanston, Illinois, downgrade me to a smaller vehicle) I could very easily go to the HERTZ agency at 9240 s. Stony Island, Chicago, Illinois , as it is closer to my home , but the operation there seems to be very lacking in customer service and product. The agents there seem to be always on a lunch-break most of the time. I could also get the car cheaper , most of the time from the Stony Island location, but I go out of my way and pay just a little more at the west loop(chic23) HERTZ facility . I bypass other , closer HERTZ agencies to go to the west Washington location because the staff there are always professional and courteous . The staff and management at 181 w. Washington even know me by name before I present my credentials for the rental , and that makes me feel special and important to HERTZ. I just think that the 181 w. Washington location being one of the busier locations , other than MDW and ORD should have more staff , and the agents should be solely dedicated to attending to the customers and not have to shuffle between the washing /cleaning of the vehicle, especially since this location is in the downtown , business district of Chicago. Anyhow, I was a frequent patron of a competitor , and am now exclusive to HERTZ because of the special attention I receive at Chicago's west loop(181 w. Washington) read more

There were some issues at the store end and issues at the call center end. For starters, I rented and returned the car same day (same day 8/18) and the store didn't close my account until Thursday (after I called several times) and I have been charged as if my vehicle was late. I got an automated message on Thursday saying my vehicle late. I called someone at the store and they didn't initially pick up. So I called the main customer service line and I was transferred 4 times because no one knew how to help me close my account. By the 4th transfer I called the store again on another phone and a woman reluctantly help me close out my account. She acted as if I was bothering her, like it hadn't been 5 days since I returned the darn car! DON'T RENT HERE! read more

I will never rent from this location again. I reserved a car from them last December for Christmas week (I made the reservation six weeks in advance), and when I went to pick it up, the counter worker told me they didn't have any cars available. They claimed they called me before I came down - when I checked my phone I saw they called 20 minutes prior to me walking in their door...when I was on the subway! They completely screwed up my travel plans. The definition of poor customer service. read more

If I could give Hertz a negative star I would. I will never use Hertz again. They booked my reservation 6 months in advance and when I called to confirm 3 days before I was to pick up the car, they cancelled my reservation because their policy changed since the original booking then made me rebook it. They cancelled it yet again a day later because I used a debit card to reserve. They said I needed a major CC. Finally, at the desk to pick up, they made me rebook in my husbands name so the CC name matched the drivers name BUT I had to call customer service. They couldnt do the name change at the desk! Never Never use Hertz. read more

I rented a small car for 2 days and decided to add another day. Originally Thursday - Sat. New drop off was now Sunday. I drop it off. On Sunday turn in the keys. the man tells me I will email receipt I said ok. Well I didn't receive it Sunday nor Monday at this point I was concerned. I checked my credit card account I had 3 charges. Here I am on Tuesday morning still no receipt. I check the bank another charge. I called Hertz no answer. I called again and Momique answered and took my information and said she would call me back. As she was busy. 2 hours later I get my receipt. I called to Thank her. She told me that the gentlemen never closed my account that's why I was still getting still charged. That being said I had my closing total. I decided to check my account again later maybe around 3 at this point I am angry there is another charge now it's 4 charges the new one being $773.00. But my closing statement amount doesn't appear. So I called Customer Service after explaining everything to her. She said well let me see what I can do. she comes back on the line and said well I can offer you 500 points. Wasn't to happy with that but said ok. She said everything will be credited btwn 5- 7 working days. Wish me look. After being a customer for so many years I have never encountered this problem read more

Reserved a car online last night and came in this morning to pick up, guess supposedly they call (never) to tell me it wasn't available. Will never attempt to use them again. read more

Hertz - Car Rental Near Me - Chicago, Illinois

Wish i could give 0 stars but I guess 1 star is the minimum. I rented a car over Labor Day weekend and the cleanliness of the car was horrendous. The back seats had stains, there were crumbs all over the floors and on the front console, and there also was a sticky substance that was spilled in the back of the car. The label on the key chain was also marked, "Dirty Filthy". LOL Although the Hertz employees washed the outside of the car, vacuumed a few crumbs, and sprayed air freshener in the car. It still was not good enough. Once the air freshener scent went away, the car had this god awful smell. Although I am partly to blame for renting the car under those conditions, I was pretty much left with no choice because I needed to drive to a wedding that was a few hours away and I was told it was the only car available. In addition, I could not go to a different location because the other Hertz locations in the loop were about to close for the day. I made several calls to Hertz during Labor Day weekend to see if I could exchange the car at another location, but I was told there were no cars available. I was pretty much stuck with the car the entire weekend. Moral of the story: I will never rent a car from here again. read more

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My husband rents cars for business from this location and always gets great service, so when we took a trip up to Michigan this past weekend, we decided to rent from them as well. As usual, John Bokum and his Hertz team, did a phenomenal job taking care of our transportation needs, between making sure there was a vehicle in stock (A van, which is not typically carried in large quantities at this location), and having us in and out very quickly, it set the right tone for the rest of our trip. It's the same level of service we have come to expect from this Hertz location whether it's for business or personal rentals. There are a lot of choices for car rentals in the Chicagoland area, and while we previously rented from Enterprise, for great customer service, this Hertz location under John can't be beat! It's the reason we've moved allegiances exclusively to Hertz. Thanks again guys! read more

My wife rented a car here and the customer service was terrible. There was no greeting, the service agent never once looked at us or even smiled. Eyes were glued to the computer the whole time. The rest of this review is about hertz in general. Unfortunately my wife parked on the wrong side of the street and the car got towed. Or fault. No biggie. We accepted the blame. Well, as t turns out the rental confirmation we need to claim the car was misprinted and did not completely say our last name. Ok, no biggie, call hertz to get a confirmation emailed or faxed to us while we were at our impound lot. So we proceeded to call, and over the next 3 hours we were met by people who did not give a f#%*. Literally just told us to leave the impound lot and go to the rental location to get a copy of the contact. The location we rented from was already closed. Both my wife and I were calling different numbers with hopes that maybe someone will answer. I counted 25 outgoing calls. I was left on hold for a very long time, I was hung up on, I was told the confirmation will be emailed and when I asked how long, they said it can take up to 72 hours!!!! Another person said it would be emailed immediately(still never got it) and another person said they will print out the information on their screen and fax it (never happened). We finally after 3 hours found someone at the oh are location that decided to help us out. This is unacceptable and I will never use hertz ever again. read more

Do not go to this Hertz. They do not have enough cars for where they are in downtown Chicago and you always end up waiting for way too long.

I rented a car at Hertz Hancock Airport in Syracuse, NY last week and drove it to Canada to visit it my mom and sister. When re-entering the US at Customs-Border patrol I was detained 5.5 hours because my car was "stolen". It turned out that Hertz had reported the car stolen several months ago, recovered it but it never got removed from the police records as recovered. I missed my flight to LA while Hertz drove a flatbed truck to the border with a new car and took the "stolen" car away. To their credit, Hertz wrote off my rental agreement, gave me some free rental vouchers, and offered to reimburse me for my hotel, etc where I stayed to catch the first flight to LA the next day. Luckily I was treated well by the US Border Police. However, they told me I was lucky they caught me in the "stolen car" and not pulled over by a State Trooper who may have treated me less gently. read more

I rent cars at least 3 times a week, not necessarily at this Hertz. Not necessarily in Chicago either. I get around. But I've rented enough from this location to get automatically gold membered. Hehe... Anyway, that means I've rented here a hell of a lot. Considering the frequency I do this, I must say the review about the stolen car mishap is most certainly a fluke. Strategically, I prefer this particular Hertz location as the elevator access is easy. The Hertz by the House of Blues requires you to walk up a ramp to get to the cars... or maybe there's a more civil way in there. But I could only figure out that I need to go up the ramp. Also, hitting the circle interchange is easy off of the Madison exit the garage this Hertz is housed in. Alternatively, shooting down Wells to get onto Congress to go to 290 is handy too. There are some good restaurants along Wells right by it as well (try the hot dog place; it's a Hot Doug's wannabe). If they're full, and they can get that way at times, there's a Corner Bakery across the street, a 7-11 across the street, or an Alonti's next door for quick bites to productively kill time (by eating). On a customer service level, I'm happy to know that the staff knows me. They go a little further than the other places in bothering to remember you, your preferences, and honor your special requests. Getting in and out is pretty solid, provided you avoid typical rush times (near closing at 6, and about an hour or so after they open around 7). And they have an after hours drop box, should you prefer not to drive your already late rental into the Loop during rush hour. So give their little fish bowl corner office a try! By that, I mean all their walls are glass. So you can get a feel for the wait, if any, by literally watching the action inside. Or stare at them creepily if it's empty. It's a small, efficient, and fairly fast operation. read more

Great location to pick up a car and it's close to all the nearby hotels. It's a tiny little spot, but you don't need to spend that much time in there because the customer service is really fast. read more

This was the worst rental experience I have ever had. The car went missing after I had dropped off on time, after hours. Always having used a service during hours and not having been told otherwise, I dropped the car off leaving the keys in the vehicle as I have been told to do with every other rental. Despite numerous calls to this branch and the customer service line, it took five days for the branch manager, Tiffany Smith, to communicate the stolen car was my responsibility and I need to file a police report. I immediately reported it and the first sergeant insisted Hertz should be filing this since it was on their premises and makes no sense why they would have waited so long to have me do it. He advises to call Hertz back and tell them he said they need to file it as it is one of their cars. The second time I called, I got an operator who could not believe Hertz hadn't helped earlier to tell me of my liability when knowing for days there was a turned-in car now missing, but at least I was able to convince her Hertz wouldn't do anything so please put this report through. I want to mention that no one at the branch ever mentioned anything about a drop-box knowing my time was, in fact, after hours before or after the car went missing. When I contacted the branch four days following the drop-off, one representative responded after I suggested they should file a police report, "Uh, we probably will." It was clear the staff is poorly trained, and I always put the weight of poor service on leadership for not being more vigilant about how customers are being served. She did not hold her staff or herself at all accountable for all the miscommunication despite my efforts to reach out, which I was doing since I kept seeing daily charges added. On top of this, I was not even told the car was found and just had to be greeted by a $535 charge for towing and the car being out for eight days! Those eight days never would have happened if this branch showed care and consideration toward protecting their customers from a bad situation. If you use this branch on account of the location, EXPECT NO ONE TO TELL YOU ABOUT A DROP-BOX AND LOOK FOR IT IN THE PARKING GARAGE AS IT'S DIFFICULT TO SEE AND NO SIGNAGE. Also, if there is poor weather, make sure to tell the staff to put windshield wiper fluid in the car since I had to buy my own and fill up shortly after pick-up. I'm pretty sure that is car maintenance number one and there was not a drop of fluid in it. But after everything, this turned into the least of my concerns. read more

The staff (especially Will) was absolutely amazing. I'd say it was the best car rental experience I've ever had. It actually started a week prior. I had rented a car to drive to Nashville due to my Grandfather's failing health. I received a last minute call that my Grandfather was fading quicker than expected and that I should come down immediately. With no time to waste I booked a red eye flight the next morning. This meant that I had to cancel my car reservation (which I had prepaid for through a third party site.) I called the West Loop store to notify them of the situation after arriving in Nashville. Will was unable to help process the cancellation because I had to go through the third party (which eventually forwarded me to Hertz corporate but more on that later.) However, when I talked to Will he was very caring and understanding. He wished me well and said he wished well for my Grandfather as well. In a time of need like that, the compassion that Will showed made all the difference in the world. It was that interaction that lead me to book there the very next week when I had to travel to my Grandfathers funeral. I will from now on only book at that location when I need a car. As a person that has worked in customer service, let me just say that Will went above and beyond. When you have employees like that you must appreciate them and make sure you keep them around. read more

I rent cars from here frequently as I work down the block. Almost every time the other customers are very rude to the staff for no reason at all. Earlier this week one gentleman cut in front of other customers in line to ask if they would rent to him even though he didn't have a driver's license. Of course, they wisely said no and he acted like they just kicked a puppy. Another guy in the corner was fuming that they didn't have a specific car ready for him even though he acknowledged that he made his reservation for the next day. I know traveling is stressful. If you don't take it out on the people that work there you will get great service. I just checked my bill and they applied 10% discount to my original invoice. The golden rule people. read more

I had urgent trip to Chicago 2 days ago from Texas and didn't have time to reserve car. The lady at Hertz Ohare told me the daily rate for the cheapest car is a whopping $129 per day because of high demands. Asked her the rate of I apply online, she replied the rate would be the same. Since I need to see my daughter immediately in hospital, I obliged. Later I found out the daily rate was only about $30. I was robbed. Dishonesty at its worst. I should have been advised to check out out online if I can save some. The lady/ company only concern, as it may seemed was the profit. I maybe stupid not applying on line, just want the reader not to go there without reservation. Now, have to work more and sacrifice many things to pay the rental. read more

I have been renting from this Hertz location for about 7 years since they are close to my office and my home. I have always found the staff here at this location in Chicago at Washington & Wells friendly, efficient and good to their customers. They are very careful to explain anything the customer has questions about and they are fair if something happens. I really like this Hertz office and highly recommend them. I have never had a bad car from them and if you ever have any concerns, they will address them as best they can. If you need a car when in Chicago, they are easy to get to since there is an Elevated train stop at Washington & Wells on the Orange, brown and Pink Lines. The advantage of going here and not to the airport is that you don't pay the extra charge from renting from the airport location (Franchise fee). read more

Recently I rented a car from the Cathedral City Hertz location and was charged 240$ just to have the car brought less then 10 miles from the airport. When I returned the car I asked the manager Lawrence to speak to a supervisor since as he said "it was above his pay grade". The supervisor Adrian never called me back but the 240$ went up to 400$. They should change the name to HURTZ!! OUCH! Never rent there again after 35 years of being a customer. read more

The service is extremely slow. There are 3 desks, but only a single person working, failing to keep up with the customers flow. Expect to waste an extra hour in the queue at this location. read more

I would not recommend this location. It was by far the worst customer service experience I have ever had. I walked in and the gentleman that was helping me told me to go find the car and pull out turns out you need a ticket to exit the garage. So I had to reverse in a car I am not used to up a busy parking garage ramp and go back to the office for him to tell me rudely that he must have forgotten to give me the ticket. I had clearly asked him how to get out of the garage. On my way out he yells have a great day ma'am in a joking manner. Horrible experience I will never rent from this location again. read more

1st time using Hertz and was very pleased with the professionalism of LaNieja M. The day we were there they were short staffed with constant arrivals of customers renting and returning vehicles. All the while LaNieja was calm, friendly and knowledgeable. I wouldn't hesitate to rent from Hertz @ the loop In Chicago. read more

My experience at this location was great with Mike Smith talking me through all the details - since this was my first time renting from this location. He walked me through all the necessities and made sure I understood the terms, the garage, the car and returning after hours procedures. I appreciated his kindness and treating me like a gold member even though it was my first time renting here. Thank you! read more

The process was too long and impersonal. Only one person in the office meant over 40 minutes from when I walked in until I got my car. I was supposed to have a hybrid but there were none available, and my car got 30mpg vs 50.i had to search for my car, and at drop-off was told to park it myself, where there were no spaces. My reservation number would not pull up to modify on hertz website either. Worst experience I've ever had renting a car. Enterprise is right across the street and does a great job. I will rent from them going forward. read more

Unprofessional and rude customer service. Expect to wait in line for a while even if you have already reserved a car. Won't recommend.

I'm sure my experience was just a fluke, and I will probably take my chances and rent from this location again in the future, but I still feel obligated to recount my experience so the world of Yelp can be warned. This Hertz rented me a car that they had reported stolen. Luckily, they caught their mistake and called me before I left town. However, had they not caught their mistake, I would have been pulled over, arrested, and charged with a felony. I've never even been pulled over! I would have had an arrest record! Sure, I could have eventually gotten it expunged, but come ON. Hertz attempted to rectify the situation by sending a police officer to my office where the car was parked, but they quickly realized they needed to send an employee down to take care of this since it wasn't my car. I chatted with the police for an hour of my workday, waiting for the manager to arrive. Eventually a wide-eyed, scared to death assistant manager from a nearby Hertz location showed up, informing us that the manager who was at fault decided the situation wasn't worth a 15-minute drive. Yes, my rental was free, and totally legal by the time I was driving 5 hours to Detroit. I was pleased they made good on the situation, but I never before thought I could be taking such a risk renting a car. And what is a consumer to do? Check the hot sheet before driving a rental? read more

Had a horrendous experience yesterday - I rented a 24/7 car for work and picked it up with NO GAS and the fuel card DIDN'T WORK. Customer service was EXTREMELY RUDE the four times I called (I asked for a supervisor the fourth time and they refused to let me talk to one) and I was late to a work appointment due to this. They also said they'd put a credit on my invoice but alas it isn't there. Definitely doing Zipcar from now on... read more

I have been a frequent renter from this location for almost two years now, they have changed the whole location staff recently and they are doing a very good job, I don't want to talk about the old management but what I can tell is that I really appreciate business who value their frequent customers. The location has an after hours drop off box service and they open in weekends which is very convenience to me. The only down thing is it seems that Hertz really need to update their fleet as most the cars they have are with a really high milage, yes I am taking up to 60k. Comparing this location to others on down town I would recommend this process over the one the union station or the one on state street as those are always busier. One more thing as a gold member they even assign the car for you before you're there, so you just pass by the office pick up the keys and the contract and head directly to the car, this has never happened with me with all the other location, I really hope they keep doing it. read more

I was really pleased with the price I was getting on my two day rental but it turned out poorly. Every rental entails a hold on your check card but this rental doubled my hold arbitrarily and 4 days later they say it could take my bank up to 7 days to return the funds. This location closes on the weekend but has an Express Drop program that allows you to return your car after business hours. Then they check your car in once they open on Monday. Because they didn't check my car in until Monday I was charged two $100 fees for "extending" my rental, even though it ended on Monday at 12pm. Long story short I've got nearly $450 in card authorizations on a $40 rental that ended last weekend. I would be fine with this if anyone had told me it would happen. When I called their Oklahoma office to ask what went wrong the receptionist told me "they don't understand how the system works" or why it's overcharged me twice, or when it will be corrected. This doesn't inspire my confidence. If this is standard practice they should just let people know what will happen if they drop the car of on Sunday. I'm lucky to be able to afford this nonsense. read more

Do not use this location...the employees are condescending and rude. The cars are dirty as hell when you pick them up and they will charge you an extra day or two (if it's a holiday) and you return as scheduled but after hours. read more

HORRIBLE. Terrible experience renting from this hertz location. I was attending a wedding in Kentucky so I needed to rent a car. I walked into the store and was ignored for 10 minutes as the two associates boasted about how they upsold the previous guy on various upgrades. I received my car keys and was asked to sign on the keypad, but was never given a contract until after I paid. I went our to the car by myself, which was a disaster. Unwashed with bugs smushed all over the windshield, smelled of old food, the rims were coming off...just to name a few of the issues. And upon driving away, I looked at my receipt and had been charged for satellite radio - which he had told me was included for FREE - something I would NEVER agree to in this day and age. So disappointing after what I had witnessed in the shop. Whatever you do, avoid this Hertz at all costs - I will never be returning. read more

Terrible experience. Poor communication and they double charged me. I went into the location and have spoken to 5 customer service representatives over the phone, but the charge still hasn't been removed. Every person that was picking up or dropping off a car when I was in the office was having an issue. read more

Why on earth is it possible to have a reservation to rent a car at noon when the location closes at noon? And have the associates inside at the counter stare at you and just shake their heads no? Miserable experience. read more

It hurts to rent a Hertz from this location. This one's for everyone who has gone to this location thinking "YES, 24 Hour Rental Car Service!!!" and then left after wasting two hours waiting in line to get the damn car in the first place. I asked the manager why the place was poorly run and he explained that employees often take sick days...What? Don't use this location...in fact, don't use Hertz read more

I am a frequent Hertz customer- and by a long shot, this location is THE WORST. The car they gave us was dirty and smelled like weed. Then they gave us no direction of how to get out of the garage, so wasted about 20 minutes trying to find the right exit for hertz cars before they answered the phone and informed us that the exit ticket was in the package. All the employees were very rude as well when we returned the car and had questions about the fuel package. Literally looked at us with such disinterest and said 'there's nothing they can do' without trying anything. Just poor service all around. read more

Terrible location, go to the one on State Street instead. Cars are always dirty and beat up, staff also rips you off if you leave car in overnight return. I've had at least 4 bad experiences now and I'm done with this location. I'll walk further for much better service and better cars. read more

Made a reservation online through their site, I have gotten a car from this location multiple times without issue and choose them because of the free pickup/drop off. Called at 8a to give them the required advance notice and no answer. Called at 8:15 and no answer. This continued until 9a when my reservation was due and still no answer. Reached out via twitter because they hq isn't taking calls got a response but it's 20+min between replies. Tried calling again just now and got through, guess she finally decided to roll into work, and was told they aren't doing pickups...that would have been good to know when I booked. Plus the pickups are done via Uber and Uber is definitely still running so it's a BS line anyway, guessing the employees at this location have been enjoying the lack of customers a little too much. Hard to have empathy for a company in bankruptcy when your employees actively turn away customers. read more

I'm a Gold Member and would have thought for how much I rent there would be some professionalism or appreciation. For any customer you would think they would be more thoughtful and helpful. This is the worst customer service experience I received. They were very brief and clearly showed they did not want to be there I am not surprised this location has below 3 stars. Like many others have stated, I will avoid this locations at all costs. read more