Better to rent a car off the airport. One person working at gate to get out of lot. This was ridiculous.

After the terrible customer service we received and a month-long battle of why we were overcharged $700 for a car we fully prepaid for, I can no longer recommend Hertz to anyone. We have had great experiences in the past in CA, NV, NY, MA, GA, OR, and WA, but we had a terrible one in NM. We had prepaid in full for our vehicle weeks before arriving in NM. When we got in, we did not see our name on the board to show where our car was parked, so we went inside to inquire at the counter. The man at the counter accused us of "being late" and directed us to a spot number where our pre-paid SUV supposedly was parked. Little did we know the man took it upon himself to direct us to a car that cost $100 extra PER DAY. To our surprise, when we dropped the car off, we were charged an extra $700 plus tax. When I asked why, the gentleman taking our car in said we had an upgraded vehicle. I don't know anything about cars, but our SUV was just regular to me. I mean, the passenger seat was broken, so it could not recline or scoot up or back, and I did not think it was anything special. Turns out it was so special, it was $100 extra per day. We battled with Hertz for months trying to figure out how we were upgraded at such a huge cost without being notified or our approval, and they had no answer. The customer service reps we spoke to told us that we should have realized our vehicle was an upgraded one, and we would not receive a refund. We will never rent from Hertz ever again. read more

Very few employees around. I was given the presidential circle row as a gold member. It didn't seem much different than the endless rows of reserved cars. Was able to take a suv, but it is January in Albuquerque. Easy to leave, nice exit employee. I guess if you had an issue, you would have to go back to the counter. Needed cleaning wipe in car as i have received with National. Must take bus to rental cars. read more

I made a pre-pay 4 day rental with Hertz for a Jeep Wrangler about a month ago at the ABQ airport. We picked it up on 07/23/2025 about 11:12pm as expected and the vehicle was very nice with only about 8400 miles on it. We had it for four days and returned it on 07/27/2025 at 6:10pm at the ABQ Hertz car return area. I had filled it all the way up with gas at a service station about a 5 min drive from the rental return and have a receipt showing I put in 8.277 gallons of gas (it was coming out the filler neck I filled it so much as the pump handle at the station was not good). There were absolutely no Hertz employees around to receive the many cars that were coming back. While we were unloading our suitcases, and packing/consolidating stuff for our flight, I took many pictures of the outside and inside of the vehicle, to include the dash showing the full tank and the mileage. While were were getting ready to walk away, two kids (probably college age?) walked up talking and joking around and drove two of the returns away. I have never in my years of renting with Hertz experienced this (no people receiving the returns). Today on 07/28/2025 I was checking my email for a receipt for the rental car return and it was a good thing I did! I found they did not show the car being returned until 07:18 am on 07/28/2025. So they charged me for one more day of rental (5 days instead of my prepaid 4 days). They also charged me for 1 gallon of gas at $10.99 along with a bunch of additional fees, totalling $91.90. After spending a bunch of time finding my original rental agreement, the pick up rental agreement and the return statement, and printing them all out to verify they really had over charged me, I then had to spend another 18 minutes (most on hold) to talk to customer service about this issue and try to get a refund. Now I have to wait 5-7 days to see if the refund for $91.90 goes through. All in all I think this a poor and dishonest way of doing business and all car renters need to take pictures before and after their rentals, and keep all your documentation until the billing is completed. read more

Oh, this was so nice. So exceptional. Was dropping rental car off at airport. Opened trunk. Agent saw my rollator. "Do you want a ride to the airport?" Yes! Oh yes! Saves a lot of fatigue and discomfort at the beginning of a long redeye flight. Such a generous thing to do. Thank you! Well done, Hertz. read more

I made a prepaid reservation for full-size car. they gave me compact car. I wish they give me some rebounds read more

Was in Albq. for the night and running late! I had reserved a full size vehicle. The one provided had been rode hard & put up wet!! The passenger window was super water spotted almost to the point of not being able to see out of it. When I got onto I-25 and got up to speed, one of the tires was bouncing so hard it was scary! The interior was sort of cleaned, their vacuum must have been on the blink? When I turned the car in, I voiced my concerns about the vehicle. And was told I should have refused it in the beginning! I told them they should prep every car correctly before it leaves! My stay was so short and fast I didn't have time to wait for any song and dance or substitutions! Come on Hertz, live up to your reputation! Provide the hustling bustling businessman a decent vehicle. That's all we ask! read more

Due to a change in travel plans I rented a car to be picked up later in the day. After canceling an airline reservation and arriving on site to pick up the rental, Hertz refused to honor the rental agreement they confirmed stating they don't accept same day rentals. Then why do you accept them? This isn't my first unethical dealing with this company. Hertz, do better. read more

Fantastic experience hands down! The team of employees here really helped my family out on 9/25/2022. Our visit was quick, professional and friendly! Next time we're in ABQ hopefully we'll get to work with these wonderful people at Hertz airport location! Thank you everyone!! read more

We thought it was strange that no one was checking cars upon return, even though employees were there. Turns out, this allows Hertz to impose charges without the customer present to counter claims. I was charged a fuel & service fee even though I filled the tank before returning the car. Hertz 1-800 indicates I need to send a receipt to prove the tank was full. Apparently, they are applying this fee to everyone and forcing us all to waste time proving we filled the tank. A small business couldn't get away with treating customers this way. Horrible, immoral company. read more

I was a little surprised that no one did a walkthrough with us of the car, we were just given the keys after documentation and told the parking spot number where we could find our vehicle. That said, we had no problems with our compact or the mounted GPS unit. Returning the car was a breeze (a minute scanning for dents and glancing at the gauges), and the airport shuttle was easily accessible. read more

Overall I was not impressed by this Hertz location. Picking up the vehicle took FOR-EVER. They had three employees working and it took about 15 minutes before they helped the next person. I could hear one employee telling this long, slow story to the people she was helping while the rest of us looked at our watches. One employee was on the phone the entire time; I assume trying to help the people in front of him. Unlike Enterprise (who was much faster and friendlier) you check in and get your keys inside the building. The car was pretty typical, except the key fab didn't work so we had to constantly unlock the car to pop the trunk. Not a huge deal but inconvenient throughout the trip. When we dropped off I let the employee know and they acted like they could care less. I thought it odd when we left the lot they didn't do the damage walk around. They didn't seem to care that our car was all dinged up either. I made sure it was noted, however, so they didn't try to blame us when we returned it. Next time I'm in town I'd go with Enterprise, for sure. read more

Pretty standard experience. Nothing extraordinary, but nothing really went wrong either. The service was standard and relatively quick (for renting a car anyway). Standard up-sell as always, but they were polite and moved on when I declined everything. Car was just fine and exactly what I booked. Keys were in it, and I was off! Return was simple, and there was a real person there to check everything over and give me my receipt, which is always preferable to these places where you just drop off the keys. Overall, an acceptable experience. read more

Placed a reservation for a car via Kayak. When I arrived at the airport Hertz office, they did not have my reservation. It turns out the reservation was at a Hertz on the outskirts of town. That car was about $30/day. I was able to cancel that reservation and get a car rental at the airport instead. They said it was going to be about $40/day there at the airport. I understood that the price was higher and I was fine with that. They even included a discount because of my inconvenience which wasn't even their fault. I thought they had done right by me until I got my credit card bill. Instead of a single charge of about $137 there were two charges for about $137 one day apart. When I called customer service, they said that the second charges were for an upgrade that I didn't ask for and wasn't aware that I was being charged for. BEWARE! If they upgrade you, those charges don't show up until after you return the car. You might leave the counter thinking you got a fair deal, but make sure they're not going to screw you with a second upgrade charge after you return the car! BBB complaint #67360037 read more

These folks re-define customer service! I had left my phone in a vehicle that was returned, and it actually got reissued to another customer. Teresa Everheart contacted the new vehicle renter and personally drove to them to pick it up for me. To top it off, she came to the hotel where I was staying to give it to me in person. If you want to rent cars from a trustworthy team, this is your place! Thank you Teresa!! read more

This was a group effort between AAA and hertz. They really came thru for us on our trip from LA to NM.., brand new Jeep seatbelt basically broke in flagstaff . Long story short we got another ride.. added our son to the rental to help drive back at no charge. Great customer service... thinking bout becoming a gold member !!!! Thank u Hertz read more

Really enjoyed driving the Ford Fusion. The service at the counter was excellent; the car was fairly nearby when I arrived to pick it up. Price for 1 week was reasonable. The windshield wipers needed some attention but all in all, it was a smooth experience. We always use Hertz but we don't always get a car that we like... C. Briggs/Cookbook Author read more

They had one car in the five star lanes and two customers in need of two cars. And the one car was a pick up truck which not everyone is comfortable driving given the size and shape of it. Luckily I was the first one to the lot and grabbed the pickup (not necessarily the most suitable for a business trip but it got me where I needed to go and I didn't have any business clients I needed to transport). The other gentleman had to go inside and wait on a line. We were both short on time and running to business meetings. Poor on account of selection and having enough vehicles for customers they were expecting. read more

I love gold membership rental services. It is great being able to walk out and go as opposed to standing in line to check out!

I am a loyal Hertz Gold Club member and again I felt the whole rental process from the time of the rental, the car itself, and the return process went smoothly. Highly recommend Hertz Gold. read more

I can't remember the girls name who took care of me but she is amazinggggg. She is the only reason I come back every weekend because I could get it cheaper but customer service is everything!!! When I go back this weekend I'll edit this review and add her name :)) so everyone can go to her! read more

I have absolutely no complaints about my last car rental. Amazing customer service. Even my 10-year-old commented that everyone there was so nice. We came in around 9pm and rented for three days. Return was extremely quick. Shuttles to and from the airport came quick and often. I would definitely chose to rent from this location again. read more

Love renting at this local Hertz instead of the Hertz at the Phoenix airport. Much easier and convenient. The staff were very efficient and made the rental quick and easy! read more

Excellent service and the car was ready for me. Not much else to say. The folks behind the counter are so much better than any of their competitors. Oh, and pay extra for the minimal amount of insurance. One rock to the windshield and you'll be glad you did. I was. read more

Very good simple experience. No surprises which is always good. The car was in clean shape when we picked it up. It ran great. We put about 900 miles on it, many were up in the mountains. We never had a problem of any kind. read more

The lady kept trying to get me into cars that would double my rates, for very similar cars and didn't say they would cost more. It only showed up on the receipt, then she wouldn't give me full size car(Altima or Camry) I had reserved and they had them on the lot. She put me into a class lower, but I still got charged for a full. Then she tried scaring into insurance add on and said "I HAD to fill it up with a mile of the airport( there's one gas station within a mile) and they might not be open since I have an early flight." Really?! Since when cant you pay at the pump. It was just endlessly trying to screw you into doubling/ tripling my bill. She was really rude and condescending, go with budget they are a lot better in my opinion. read more

Great service and the people were so friendly we had a wonderful experience. Checking in and out was fast and easy. Highly recommend Hertz.

I like the easiness of gold membership by going straight to your car by passing the counter. I had a Ford Escape which met all my needs. The only negative experience I had was the car was dirty and had a bad odor inside. It seemed the car was taken straight to the line without being cleaned first. The carpets were not vacuumed and the inside was not wiped down. I brought this to the lot attendants attention. Although nothing was said, I was left feeling I was putting them out by asking them to clean out the car. They offered me a different car in my rental group, but I wasn't satisfied with the other choice. The vehicle was cleaned and the rest of my experience was a positive one. This is unlike my experience with Hertz and hopefully it's an isolated incident. Overall I like the product/customer service Hertz puts out. read more

Everything went well. No issues. Car was ready and clean. Worked great.Being a Gold member has its benefits. Pick up and return was a pleasant and fast experience. read more

Clean comfortable car, and although I had not heard good things about the neverlost system, it worked well for me, even in remote areas where I had no cell signal and my navigation app on my phone failed. Its placement in the car was a little awkward since it blocked the radio buttons, but that was a minor inconvenience considering how important the navigation was to someone unfamiliar with the area and searching for apartments. Staff was courteous and friendly all around. read more

Check-in and check-out were easy. The car was new, in good condition, and ran great for every one of the 3500 miles we put on it. Would definitely go with Hertz again. read more

We had to ask for an extra day with our rental car because our own car was not ready at the shop. We are being charged twice the amount that we are paying for two days for an extra day of rental plus fees. What a rip off. read more

i've rented from Hertz several times, and aware that you don't always get the Car you want. HOWEVER, I called a few days before picking up and was told that they Did have Toyota 4Runners. When picking up sp/w a diff agent, and she said they only have those in Larger Cities, LA etc. so i got stuck with a Hyundai Santa Fe.- not anything newer but one with pretty High Miles, because i was making a 1 way trip to Las Vegas! Second, we had to cut our trip short by one day, and when turning in i noticed the Bill was higher by $50 bucks.. of course the attendant couldnt tell me why and directed me to the Counter- who then told me that the rates change if you turn in 24hrs earlier than you rented for. WHY would you charge some More $ if they are turning a veh in early and Hertz is going to turn it around and rent it again! Seems like Consumer Fraud to me! I keep renting from hertz thinking they have a better selection of vehicles and more professional Staff..but now seriously considering other options when renting. This is NOT a top tier Company!! read more

Frequent renter at ABQ (3x-4x/yr). Ford Fiesta...had no windshield wiper fluid...and driver's side mirror was loose/vibrated (vehicle had 20K on and this could have been a design/manuf.-related issue however Hertz should rectify accordingly). Staff is terrific (5*)....vehicle was so-so (1)*...and so 3* review overall! read more

I placed a reservation through Priceline and got an upgrade at the airport. Up in the mountains the temperature light went off. Hadn't taken the car off-road. Popped the hood. The car was low on coolant. Hertz insisted on towing the car back to Albuquerque, which effectively ruined the day. They gave me a $100 voucher for a future rental, but I was charged for another upgrade. We had to drive up through the mountains after dark, so I didn't enough time to argue with them. I didn't expect to get the rental for free, but considering that they sent us off in a car low on coolant, I expected better customer service. I would not recommend renting from this Hertz location if you plan to do any driving outside of Albuquerque. read more

I recently rented from Hertz at this location. Pickup was super quick. The car was clean and and drove well. Drop off was pretty quick, although I did have to wait a few minutes. The only negative was the cost. I paid a lot for 2 day rental (about 2x what I normally pay), but I guess that's what it costs to get good service and a clean car. read more

This is an edited version of what I sent directly to Hertz on their survey as I feel that people could benefit from hearing my experience. My rental was for Sept 3 to Sept 14. Unfortunately, just about everything that could go wrong, did. I had paid extra to reserve a Z4 category (premium SUV) about a month before my trip. When we arrived to the Hertz Albuquerque Airport location, we were told that the car I had paid extra to reserve had been given to someone else. And while I could see many similar options on the lot to my Z4 rental, the counter agent was persistent that I couldn't have any of those and that I had to take a base model Nissan Pathfinder, a much cheaper car, because "it was all that was available" with no refund to my card. It also took her nearly 45 minutes to get this all settled, with me being the only person at the counter. I was then told to call customer support to see if a refund was possible. I spent around 20 minutes of my vacation on this call and they told me to go back to the rental agency. Another 30 minute drive back to the agency. Back at the agency, thankfully I was able to exchange the pathfinder for an Infinity QX70 (K4 category, prestige collection, much closer to the Z4 that I had paid for). It's front license plate was torn in half, which I brought to the counter agent's attention, but they said it was fine. Strange but okay and I was out within 20 minutes. Two days later into the rental the XM radio went out - again, something I had paid for, but this time I wasn't going to deal with Hertz again in-person or over the phone. At the end of our trip, this is a decision that I greatly regret, because I had paid for something I did not receive and the regular radio signal is not that strong in the four corners area. We drove for several hundred miles without any radio signal. Not something you expect to have to deal with with a premium reservation. When it came time to return the vehicle, I was told that apparently my file had gotten messed up at check-in (the guy outside even chuckled and said "oh that's Shirley" when I said the lady who checked me in seemed unusually flustered) and I would have to go inside to check the car in and get my receipt. This was upsetting because my family had a plane to catch and didn't have much time to deal with any more car difficulties. After about 30 minutes of waiting and explaining the situation to three different agents, I was finally told to put blind faith in them, go catch my flight, and that they would fix it and send me my receipt later that day. This was highly unsatisfying and gave me anxiety for my entire flight as I had no idea if I was going to be charged again for my prepaid reservation or if I would be able to correct any errors at home (since the solution the first time was to visit the location in person - and I certainly wouldn't want to fly back to Albuquerque just to straighten things out.) When the receipt came through, thankfully the charges were correct, however, the Gold Plus Rewards points were terribly inaccurate. My receipt indicates that I received 0 base points and 275 bonus points for my 11 day Z4 rental. The terms of gold plus rewards state that you earn 1 Point per qualifying U.S. $1 spent on rental & optional service charges: fuel, Hertz NeverLost & more. Earning 0 base points would mean that my rental cost me $0. Since I paid $573.84 for my rental, surely I should have earned more than 0 base points. Additionally, I took advantage of a promo with my AAA membership of earning a bonus 675 points at the completion of my first rental. I earned only 275 of these points. At this moment, I am still owed a significant amount of points towards future rentals. With several hours of stress and time lost from my vacation, not receiving the car I booked, having features that I paid for malfunction, and inaccurate rewards points accrual, this was a highly unsatisfying experience and will have me strongly considering other rental car agencies in the future unless these errors are properly attended to. read more

I'm a Gold member and appreciate the service I get nationwide and recently in Rome, Italy. I can get in and out fast and always have nice clean cars to drive at the airports. read more

First time renting with Hertz. They offered the best rates in combination with the USAA credit card. We picked up the car up Albuquerque and drove all the way to Missoula, Montana. The clerk convinced us to upgrade the car to a Toyota Camry, saying it would be more comfortable over such a long distance - I don't know if that made a difference, but we did like the car. read more

While our experience with Hertz did not ruin our vacation, it was disappointing. A very long wait in a very short line at the rental car pick-up area was frustrating. Friendly behind the counter folks spent way too much time chatting and up-selling customers. The Rav-4 equivalent vehicle we expected ended up being a rather stripped down Kia Sportage. At least it was AWD. (Car rental agencies need to be more upfront about what equivalent models may be substituted when you rent from them.) Finally, there was no one in the Rental Return area when we arrived and no indications of an Express Return system. We waited until someone came and when we gave her the keys she said she would send a receipt in 5 minutes! We were impressed but it never happened. I ended up calling Hertz the next day as we still had no receipt. It took a couple more days until we finally got receipt and charge was posted to our account. Hertz was not #1 for us this time. read more