Worst service ever! Had reservation with Thrifty. Seems they never have cars. Called our agent, they say Hertz has cars... Hertz desk, no clerk. Sign says go to the gold booth in the garage. Garage staff send me to Dollar/Thrifty desk, who says we dont have cars and we are working pur way down the list. This company is a joke. Avoid at all costs! read more

Waited in line for an hr, just to be told that they don't have a car ready for us. Our reservation was for pickup at 3:30. We finally got a car at 5:30. I prepaid the rental, but at check in had to put down a $200 deposit (it was refunded upon return of the car) I reserved a Midsize SUV, and got a Jeep Compass which was decent, but honestly would not classify as midsize because you can't put 2 adults and a car seat in the back . Just not enough room. Our flight was delayed by several hours, so I tried to call to try to extend my reservation, but you can't get through to anyone.. not locally or nationally . So we ended up having to return it earlier either way. We filled up the car less than a mile from the return, then get an email receipt showing they charged me $10.99 per gallon, plus other fees - based on the miles driven! Even though we filled up before returning. I emailed a copy of my receipt to customer service showing the fill up, still waiting for my refund of $98 for gas for 8 gallons ! Very frustrated with the whole experience with Hertz read more

Hertz Rent A Car - Car Rental Near Me - El Paso, Texas

Poor Service and Lack of Accountability Arrived at the airport last night for a one-way rental and no one was at the Hertz counter or outdoor location around 8 PM. Had to rent from Avis for the night instead. Returned the next morning when the website said Hertz opened at 7:30 AM--waited inside until 7:35 AM, still no one. Avis mentioned staff would be outside, but no one was there either. Two employees finally showed up at 7:40 AM and casually told me we had to go back inside to rent since we weren't Gold Members. When I asked their opening time, they said 7:30 AM, showing no concern for the delay or inconvenience. Very disappointed with the lack of professionalism and accountability. read more

Had reservation for a Tuesday. Flew in for son's wedding. NO CARS!!!! Did pre check in and everything, reservation didn't matter. I'm sitting in El paso airport at this moment and watching person after person be told no cars available! Hertz ya need to do better! What's the point of a reservation! read more

Don't recommend! They charged me $200 for an upgrade I did not request. It took forever to get through their Ai customer service agent to a real person who eventually gave me a refund. Thank goodness I looked at my final receipt. read more

I had a reservation to pick up a car at this location. When I checked in I was told there were no cars and it would be an hour late. About an hour later I was handed keys to a dirty care. I drove away and twenty minutes later the faulty car had a massive blow out on interstate 10. I was able to gain control of the defective car and get off the freeway. I contacted customer service and after about a 45 minute hold a lady informed me that in order to get me help I needed to agree to a 98.00 charge for her to be able to send help. Since I was stranded in the faulty car, I agreed to get help. Three hours later a tow truck driver came and changed my tire but told me the spare tire was not safe to drive with. The next day I returned the faulty car to the airport and a man filled out the accident report and was very sorry for my inconvenience that Hertz had caused me by giving me a dirty, faulty car. He directed me to the booth where I was given a new car that was mor expensive then the faulty car I had picked up the day before. The lady told me she would charge me the same price as the dirty, faulty car that I had the day before. A couple of days later I returned the car and left El Paso. Once I received my receipt I noticed I had been charged the higher price and a man gave me the difference in a refund. At this point I think my nightmare is over, But no! This past weekend I received a bill for 179.04. The claim is for a damage amount for $79.04 plus a $100.00 dollar administrative fee. my husband has been a gold member for over thirty years. I have rented many Hertz vehicles. Never in my life has a company dropped a ball like they did. A good reputable company would have not charged me a dime. Hertz was at fault for making me wait an hour. Hertz was at fault for handing me a faulty car. Hertz was at fault for making me hold on the phone many times. Hertz was at fault for making me stranded on a busy interstate for 3 plus hours. Hertz was at fault for inconveniencing me and wasting my time. Hertz is at fault for overcharging me on the replacement and Hertz is at fault for charging me a damage amount and a administrative fee. Shame on Hertz and that goes for dollar and Thrifty too. What a terrible way to treat a good customer. Neve Again! read more

We rented for 3 days. When we went to pick the car up they didn't have the car we wanted so they let us pick from some trucks they had. We picked a dark blue Dodge Ram 2500. The inside was super nice, one problem was that the car play would randomly start and stop working but usually wasn't a big deal. Since we don't drive larger trucks, we weren't used to the turn radius. When we dropped it off it was an easy process. Overall it worked out great and got us where we needed to go comfortably. read more

Listen how this rep treats even presidential circle just cause u are people with color , NEVER BOOK , never booking again with hertz the end . Will spread atleast to my know people , why they gave me the keys had bunch of cars and other guy comes laughing and says no cars i said there are right ? He says his exact fkn words "HERE WE DONT HONOR NO LOYALTY NOR ONLINE BOOKING (ONLY PRIOR TO 24hrs or 3 DAYS we wont give u car , i said ill pay extra "HERTZ LISTEN" he said we wont take walkins bookin even if u book most expensive car, TAKE IT TO CUSTOMER SERVICE IF THEY CAN BRING IT TO YOU , YOU'LL GET REFUND WHEN IT IS SUPPOSED TO BE" , MOST UNPROFESSIONAL experience ever , this is what not only representing hertz but even the city of EL-PASO will always remember this . HERTZ if u guys let me down , i was taking pride in telling people to opt for hertz other than new cheaper alternatives, customer service kept dropping calls , learnt something today NEVER come to hertz NEVER. Handed me keys and laughed and took it back damn never man never. read more

Hertz Rent A Car - Car Rental Near Me - El Paso, Texas

B. A. D. Reserved our vehicle weeks in advance of arriving at ELP. Confirmed the reservation the week before, adding details (credit card, personal details, flights, photos of drivers licenses, insurance selections, etc.). We land, my phone has several texts from Herts, "your checked in! Now, select your car!" We click, but the site doesn't update, we can't pick a car. We get to the counter and the employee, who is cruising the other rental desks chatting it up, tells me that they have no cars, and I can expect to wait 2 or more hours to see if maybe something shows up. "Yeah, they've been messing this up for several weeks now. Try Avis or Budget!) Disgusted. What is happening with rental car companies these days. You can't be bothered with taking my $1,400 for a SUPER BASIC CAR RENTAL? Quoting of of my favorite Seinfeld episodes, "You can TAKE the reservation, you just can't HOLD the reservation" Avoid. 100% Avoid!! read more

how can a car rental company not have cars that they've rented? it's beyond ridiculous. people count on hertz-- and clearly they shouldn't, because they can't deliver on their promotes to do the one basic thing they need to do. the fact that "it's the holidays" is no excuse-- the holidays are predictable-- they literally happen at the same time every year. you can't rely on Hertz. read more

Service support was lacking. I had a reservation and still had to wait almost an hour just to get my car. Car was sub par bottom of the barrel. I won't rent from them again. Only positive the staff. North at pick up and drop off. They were nice and helpful. Just not enough to support pick up. read more

They take your reservation, but when they get there said there are no cars available and leave you stranded.

Never rent from hertz, thrifty or dollar. Customer service is awful. Even if your flight is delayed and you call them, as the website states to, you are screwed with no rental at airport. Then you have to Uber to a hotel. Website states they open at 6. It's now 9 and we finally get a rental. What a nightmare. I would give no star if I could. read more

This is the worst Hertz in many locations I have rented from. This is my third time and I have been waiting for 45 minutes to get a car. This happens every time I come to El Paso and rent from Hertz. We make reservations!! It should never be a surprise we show up and ask for a car! read more

I can't give it a zero or a negative but I would if I could. Hertz and its subsidiaries are a bunch of crooks. I was given a car that did not have a full tank even though the receipt stated it was at 100%. When I requested an adjustment the liability insurance that was added was changed to full coverage. I waited 40 minutes to exit due to "new system errors." I disputed these charges and even the rental agent that processed it verified the original charges. I received an email apologizing and verifying the correction but when I asked how long a refund would take since it had been a few days, another email was sent stating that the incorrect overages were correct and would not be adjusted. My digital signature was transferred from the original receipt to the fraudulent one with the added charges. My husband is also disputing his charges from a Las Vegas subsidiaries where he was charged everything he declined. Even though you may be signing that you are waiving additional coverage or other services, your digital signature can be added to another agreement and then the agents are rehearsed to say "You signed for it." read more

I approached the Hertz check in counter when I arrived at the El Paso Airport and the rep was pleasant and asked if we wanted to "PREPAY" for gas. I opted "yes" and asked her specifically if the listed price of $3.33 was the going rate. She said yes. I should not have trusted her to formalized and confirm that decision b/c when I returned the car, the attendant said she did not put that on our contract and we had to pay $80!!! I attempted many times to address this with Hertz, to no avail. They said it was my fault not reading my contract carefully. True, but I trusted a brand like Hertz. I don't feel they have integrity and do not value their customers the way they treated me. Be warned. I will never do business with Hertz again. I used less than half a tank and could not leave to fill up due to flight time. They charged $10/gallon. I wish I could give this a -3 rating. read more

Hertz Rent A Car - Notice how much gas is left in the tank. Hertz said this proved nothing about the date I took the pic, really!!! - Car Rental Near Me - El Paso, Texas

This was an extremely poor experience. I went to one line, only to be sent to another line, which then said I needed to wait for the car to be driven to garage, and after I finally got into the vehicle - wait over 20 mins for 5-6 cars getting out of garage. It look me over an hour to get out of the airport. read more

Had a pre-paid reservation and was not given a car. I told them that I am guaranteed a car, that is why one pre-pays. A gentleman who claims to be the manager said "That's not how it works. It's first come first served. This happens sometimes". My Hertz reservation fine print says otherwise. It clearly states that pre-paid reservations would mean a car is available within 2 hours even if they had to up or down grade. He would not refund me and said I had to call the billing department. He refused to give me his full name or allow the window agent to give me her name. As I walked away rightly upset, they were snickering. They not only gave incorrect information, they were extremely unhelpful and downright rude. No more business with Hertz read more

They need to learn how to hold the reservation. After not having a car that was reserved, and checked in, they just said to come back in the morning and get in line with the other 25 people that didn't get their reservation. To top it off several of us asked for credit vouchers but they said no. I will never rent from Hertz, Dollar, Thrifty, or Firefly. I rent at least 2 or 3 times a month but never again from these guys again, I will stick with Alamo, Enterprise, and National! read more

The google and yelp reviews were right. There is a terrible long line at this location. Even if you chose skip the counter when you reserve the car, you won't be able to. You get to stand in line in the humid, hot parking garage behind 10 other people with each agent more concern about upselling then getting people into a car. They have a QR code that is suppose to make check in easier, but that is only for people with Iphones and even the people with Iphones weren't able to use that feature. I ended up getting out of line and going to National. I chose a car and when I left, the line only moved up by one person. This location needs to staff more people or add some kiosks for people to check in with like other rental companies have added. read more

The staff left early despite I had a reservation. I had to rent a car last minute from another company. When I called the customer relations no one answered back. I returned the car 3 days early and did not receive a refund. read more

This place is the worst. Super long lines. They know how to take a reservation but not hold one. I flew into ELP for a big hearing in Las Cruces, NM. Had plenty of time to get there. As I walked up there was a huge line. I thought I was in the clear as I am a good member and checked in well in advance. When I got there there was only one Chevy EV. I left and. Priced there was only 39 miles left on the charge. I pulled into a charging station and waited an hour and a half but it charged so slow I only added 15 miles. No way I could make it to my court hearing. Had to drive back to the airport where they did absolutely nothing for me. I will never do business with Hertz again. read more

We have been waiting for a rental car for for over 1 hour plus, along with 10 other customers. hertz has no cars available. Very disappointed with their service. Got to airport at 11:15am it's 12:45 pm now and car has not arrived. Never again will I rent from Hertz Rental Car read more

Rental record: 168883120 The suburban we picked up from Hertz was not cleaned prior to our rental. We knew this because there was coffee spilled on the console. We took the vehicle from Hertz anyway because Hertz had no other suburbans available at that time. During our possession of this Hertz' vehicle each one of my family members and myself became very ill. Upon cleaning out Hertz' vehicle to return it to Hertz we noticed a used COVID-19 test in the back seat. We realized immediately what had happened. It is our opinion that Hertz' vehicle was to blame for our illness. I reported the issue on the phone, in person & online to Hertz. Hertz takes no responsibility and refuses to provide any acceptable compensation. Their offer was a $50 dollar credit and some points towards another rental. Unacceptable in my opinion. read more

Hertz Rent A Car - Car Rental Near Me - El Paso, Texas

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Worst car rental pace at El Paso International airport. Horrible customer service (basically none), longest wait time even with a reservation and president status and no cars ever available! Common process/practice for this location is to get you to book on-line - prepay for a little savings - select a vehicle and then get to the airport to only find out that you have to wait and then not have the car you specifically reserved! This has happened to me every time I have rented a vehicle in 2023 at this location - I should have learned the first couple of times but I blamed it on the pandemic. We are past that excuse - this Hertz just lacks any ability to be honest or treat customers honestly and respectfully!!!! Renters beware!!!! read more

I am a loyal Hertz Gold member and have rented cars at various locations from them. Normally I can easily get in and out quickly and easily choosing any car in the isle and the car is clean and in good gondition. Unfortunately, at this location I did not have have the usual experience. The "Gold Member" board that is supposed to tell you where to get your car was not easy to understand. I had to ask the attendant where to go and they told me to go to the "Gold Member" area. When I got to that area, the lot was almost empty and did not have the size of car I reserved. So I went back to the attendant and asked how I could get a ful sized car and she pointed to another area in the lot. It would have been nice if she got out of her booth and walked a ways with me to ensure I knew were she was pointing. I ended up kind of guessing and was on my way. The car was clean and in good condition. Returning the car was a breeze. Overall though, the experience was below average for me. read more

Hertz Rent A Car - El Paso Airport check in counter. - Car Rental Near Me - El Paso, Texas

If you have time your great but for most people there in a rush. All of the booths were closed and combined into hertz. They need to open them back up to make it faster. The longest line since I saw the new Voodoo donuts opened. I waited in line for 35min to get a car. It was absolutely ridiculous read more

Hertz Rent A Car - The longest line I have ever seen - Car Rental Near Me - El Paso, Texas

Good customer service although my name disappeared from the Hertz Gold screen when my flight got delayed and I got in later than scheduled. By the time I got in my options for a standard vehicle were a Chevy Malibu and a Ford Escape - neither of these was what I was looking for but I opted for the Malibu. The car had some dents and scratches on it so I was surprised when I got my paperwork from the person at the counter they weren't already identified. I had to show the girl at the exit gate so she could mark them down. I spent about 10 minutes figuring out all of the functions of the car before leaving the garage. I almost went to exchange for a different car because I could not see a place to plug in either a charger or a usb cord directly into the car. I finally used the flashlight on my phone and stuck my head way down to see if I was missing something - sure enough the ports are nowhere you can see. Hertz would do well to have a note for customers on where they can plug in their electronics on each vehicle as most people need a charge after a long flight! Checkout was a breeze and all employees were helpful and friendly - thanks for doing what you do Hertz. read more

Very unhelpful agent. Terrible customer service. If I could give zero stars I would. I rented a car through booking.com for a car at hertz. Hertz wouldn't release the car nor help me cancel the reservation because I had my husband listed as the driver but I prepaid using my credit card. We have the same last name! And keep in mind this was not flagged as an issue when we made the original reservation online. The Agent would not release the car, would not change the reservation to put me as the main driver, nor would he cancel the reservation. He offered no help at all. We had to re-rent the same car at a higher rate, so that we wouldn't be stranded at the airport. The agent at the airport told me to contact booking.com directly to cancel the old reservation to get a refund. We contacted booking.com but since we had made a new reservation with Hertz and had left the airport at that point they wouldn't give us refund us. After being on hold for 40 mins Booking.com said we had to be at the hertz desk to get a refund?!? What kind of BS is that?!? The agent never told us this when he told us to call booking.com. Essentially, we paid double for the same car. How can you have a partnership with a 3rd party vendor that you are unable to work with in order to help the customer? Hertz should know better! That's terrible business practice! Will not use Hertz or booking.com again. read more

Been waiting in line to get a receipt, stuck behind people getting rentals. Hertz needs to update their return process to help those trying to get in the airport. read more

If I could, I would give a negative star. I reserved a car and now they can't tell me how long I will have to wait. There are 5 people ahead of me so it's going to be a long wait. I will never rent from them again. I need to drive several hours to my destination still. They said there aren't any cars available yet and don't know how long it will be!? Stay Away! read more

Believe I've now rented here three times and I don't know how Hertz could make this operation any better. The people are so darn friendly and the process simple. Maybe it's because El Paso airport isn't that big--no, really it isn't. The Gold Service is the way to go, too. Make your reservation ahead of time, when you land there's a text message telling you what stall to walk to, get in the car, show your driver's license at the exit and you're on your way. That's service I can dig, but it's the people here that make it special. Side note: the airport is responsible for this but this is the best marked car rental return of any airport I've been in, and I've been in plenty. read more

It is with great reluctance that I have to write such a negative review. I am a Gold Customer, have rented from Hertz for many years, and am a cheerleader hoping that they would make a post-Covid 19 comeback. Well, my recent rental experience was decent overall with the exception of two things: 1) I forgot a small Yeti thermos in the vehicle when I returned it, submitted a lost & found report within a few hours, yet have no way of checking on the status of claim; and 2) No one answers the damn telephone when I call to check on the status. This issue falls into the category of 'EASY' to address. The Hertz location at El Paso International has either found the thermos, or they haven't. That's it! The Hertz online reporting system for lost items is problematic. The system allegedly tracks lost items over a 30-day period, yet no lost items show up for this Hertz location? Not one lost keychain nor coffee mug in thirty days? Something doesn't seem right. My final note is on the not answering the telephone deal. If someone were to answer Hertz's telephone and simply say to me something along the lines of 'sir, we did not find a thermos in the car', I would be satisfied with that. I fully understand that they are not responsible for my lost personal item. This recent experience with this Hertz location is just another signal to me that this so-called great country of ours is in deep trouble. The levels of malaise and attitudes of 'I could care less' have permeated every nook-and-cranny of American society, to include corporate America. I hope and pray every day that we can pull out of this. read more

they take your money and don't care. awful people who don't even pick up their phone and are so disconnected from their own website. How are you going to say that we can't use a debit card but take $500 when we made the reservation?!?!?! read more

Got in and got out quick. Up front about the cost along with great customer service. The Nissan Altima was clean and easy to find. read more

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On peak hours of customers arriving they only had one person working the booth. I am still currently in line and have been waiting here for 30 minutes. There is still 5 groups a head of me and each group is taking 20-30 minutes. I would not recommend this place if you need to rent a car and need to go somewhere as soon as you land. read more

I rented a car at the airport for two weeks. I was assigned a Hyundai in fire engine red. 40,000 miles and covered in scratches. Since this was a government rental, and I wasn't planning to use it much, I took this assigned car without complaint. Today after turning the car in, I noticed I was charged $100 for a satellite radio. I called to get the charge removed and was told that since I accepted the rental contract with that service hidden somewhere on it, I was out of luck. The phone rep told me I should carefully review their entire contract for extra services before I accept any rental vehicle. I didn't request this service, and the fact that it was on the contract was never pointed out to me. I had no reason to expect it since I hadn't asked for it, and they had assigned this particular vehicle to me. I also never saw the contract. I signed an electronic tablet for the car as I exited the parking ramp. Anyway, never again. Hertz has lost my business and my agencies business. Plus, I'll get the money back though a chargeback with my bank card anyway. read more

2 days, 480 miles, $42. Holy, how cheap can this get. Can that even pay for the carwash and taxes, after all the white sands I put it through? It's the only one open past 12AM (open until 1AM officially). When I called out of paranoia that my flight would get delayed, they said they'll usually stay open for the last flight if it's late, up to 2:30AM. Luckily I wasn't delayed, and managed to hop on right over, and despite it being my first rental, walked out of there straight from the car after talking to the exit guy, with Gold Rewards. I got probably the most underpowered car possible, a 108hp Nissan Versa Note. That, and the impossibly-confused CVT, makes driving on West Texas roads with winds and 75mph speed limits quite hard. Just saying, maybe I shoulda paid the $8 to upgrade to intermediate and had 50-60 more horsepower to not troll myself. But I won't turn this car rental Yelp review into a car review. Everyone has already bashed on this car enough. 5 stars for the facility cause everything went impossibly smoothly. Note that if you get off late enough, you'll need to walk into the garage instead of the Hertz rental counter instead of the airport, and the line can stack up easily if you don't do the membership online, because there's only one counter inside. Oh, and at the very end, I forgot my sunglasses, the check-in agent brought it back to me. read more

I just had a terrible experience at the Hertz at the El Paso Airport. I went to check out at the counter, and that portion at least did move quickly. As I'm getting ready to walk away, the lady behind the counter says, "They're washing all the cars. There will be a 15-20 minute wait." I go outside to where one would normally pick up the car. There are a LOT of people waiting, and their lot is basically empty.. They literally only had one or two cars in the lot. Out there I'm told it's going to be more like 45 minutes to an hour. So, I wandered around the airport for a while, returning 40 minutes later. When I get back, they still don't have the cars. And there are still a lot of people waiting, I'm told I'm still 9th in line, and it'll be another 45 minutes to an hour on top of what I already waited. Somewhere across the far side of the parking garage, someone was trying to leave the garage with their car. He can't get out and is apparently flustered. The person who was waiting on me shouted, "I'll be there in a minute! I'm the only person here." I didn't want to wait another 45 minutes to an hour after having waited already, plus I needed to get to the hotel I canceled the reservation and took a cab. It's not like all of us didn't have reservations. Bad planning on your part Hertz. It was an extremely large inconvenience, and still is considering I wasn't able to pick up the car I reserved. read more

As soon as I arrived from my flight went to check in and get my rental it was fast to check in with great customer service with a explanation on what I want to get as far as insurance wise. After checking in was sent to pick up the car and shown where it was parked, once leaving the garage to the booth also had great service and a pleasure to talk and notified all of the dings on the car left pretty quick as well when returning the car was quick also. I had an awesome experience and will rent here agin read more