Update: After I contacted Hertz's customer service team directly, they got back to me fairly quickly. They reviewed the situation and agreed to honor the terms of my original reservation, even though that agreement was never fulfilled because of communication issues between locations. While I did have to start a new rental agreement at a higher cost at the time, I appreciate that someone on their team stepped up and made things right on the back end. The follow-up was professional, and it's clear that once it reached the right people, they took the matter seriously. The overall experience was frustrating--but I do believe in giving credit where it's due. I've updated my review to reflect the resolution and hope the Mesa location takes this as a chance to improve how they handle customer communication moving forward. Original: I hate leaving reviews like this. I'd rather just quietly not return--but I hope sharing my experience helps someone else avoid the mess I went through. I had a prepaid reservation at this Mesa Hertz location for a weeklong rental starting May 30, 2025. Everything was booked in advance, confirmed, and priced fairly. But my flight got delayed and rerouted to Phoenix, so I called the Mesa branch around 11 PM to ask if I could still pick up the car a few minutes after their 11:30 PM closing time. The person on the phone said no, after-hours pickup isn't available. Okay--disappointing, but I understood. Then that same person called me back a few minutes later and told me I could pick up the rental at Phoenix Sky Harbor Hertz instead, and that they would just cancel the Mesa reservation. That seemed helpful, so I followed their instructions and headed to the Phoenix Hertz location. Except... they had no idea what I was talking about. There was no reservation transfer, and they couldn't cancel or override anything because the record still showed as active in Mesa. I was left stranded close to midnight--with my 75-year-old mother--and no rental car. Thankfully, the Phoenix agent Gabriel was kind, clear, and tried to help even though he couldn't override the system. That kind of service should be the standard. The next day, I went to Mesa to try and pick up my original rental. Instead, I was met by Matt, the assistant manager, who told me the reservation had already been canceled overnight. When I tried to explain that I had called the night before and even left a voicemail, he didn't bother to look into it--didn't check logs, notes, or try to verify who had spoken to me. He just repeated "There's nothing I can do. Call customer service." No effort. No empathy. Just passing the problem along. I ended up having to pay out of pocket for an emergency rental, then extend it through the week, which cost me nearly double what I had originally prepaid. Not because of anything I did wrong--but because someone at Mesa gave me bad info and no one else at Hertz took ownership. I usually stick with a consistent set of companies--my hotel, rental, and credit card brands are all chosen for a reason. But this experience has made me rethink keeping Hertz in that mix, unless they make this right. I've filed a formal complaint and am sharing this on other platforms. I'll gladly update this review if Hertz follows up and resolves it properly. read more

Made a reservation....everything online says they take debit and credit cards and showed up and was told they don't accept debit cards anymore. read more

Hertz Rent A Car - Payment options.... - Car Rental Near Me - Mesa, Arizona

Had the worst experience. Had a confirmation number through Orbitz and drove all the way to get the car and they said they didn't have the car. Never again. I'll choose another car company. read more

Shoutout to Melissa at the Hertz at Mesa Phoenix Gateway Airport -- she was AMAZING! I picked up my rental and quickly realized the car smelled like cigarette smoke. Melissa didn't hesitate for a second. She helped me swap it out, walked me through picking a new ride, and even pointed me in the right direction to find it fast. Super helpful, friendly, and just awesome all around. Thank you, Melissa -- you seriously saved the day! read more

Had a reservation for 7 passenger full size SUV one way to LAX. We were traveling out of the country so had 6 passengers and luggage. Got to Hertz and said they didn't have car in my parameters. Instead was offered a Volkswagen Atlas which is a midsize and with 6 passengers, has no luggage space. That wouldn't work. Their excuse was that lots of people were in town (NASCAR, baseball etc). I had a reservation for two months and what's the point of a reservation if you can't hold the reservation. Felt like a Seinfeld episode. They were no help in locating any car that could hold luggage and 6 passengers . Finally settled on a 6 passenger Dodge Ram with a third seat in the front. Of course it rained heavily next day and we had to Saran Wrap our luggage so it wouldn't be soaked. Never will use this location. Absolutely horrible needlessly stressful situation. read more

Will never rent a car from this company again. I had a reservation paid for month in advance. When picking up the car they decided to add on a couple hundred extra in fees. I had no choice but to pay it. They have lost my business. Phoenix mesa hertz read more

I rented through Expedia and chose the deal they advertised through this business. Because monopolies are the goal of corporations, this location is a Hertz/Thrifty/Dollar conglomerate. I had selected the "wild card" rental but was given a Tesla without one helpful tip as to how to deal with unlocking, driving, charging this newer technology. This was an inappropriate placement for someone on a business trip with very little time to spare to deal with charging the vehicle. I was unsuccessful with charging the car, despite locating a Tesla compatible charging station and downloading the app while standing outside in 100 degree heat. Therefore, I went up to the customer service desk when I returned the car (the next day... two days early on a three day rental) Thrifty charged me more than 50 cents per mile (41 miles for $22.45). They chose not to accommodate my request to waive the charging fee despite being able to validate that I did attempt to charge the car. The wait time at counter was unreasonably long at both pick up and check in. This seemed to be due to Thrifty staffing the desk with only one representative for both check in and check out. His manager would not talk with me when the desk rep called him. Instead he made the choice to put his corporate overlords ahead of a reasonable request from a customer. This was my absolute worst car rental experience. I have contacted the manager at this location and customer service at corporate and have yet to hear back. They are not responding to communications through Expedia either. Steer clear of this company. read more

Hertz Rent A Car - Car Rental Near Me - Mesa, Arizona

I reserved a vehicle with great gas mileage when I got there they were an hour and a half late. No one was at the reservation spot. They gave me a suburban which got 17 miles per gallon instead of my usual 40 miles per gallon no power plugs work so I couldn't charge my phone the whole way And they said they'd give me one free day rental. That's not right will never rent again from Hertz car rental. read more

Had great experience the day I 1st rented the vehicle but absolutely horrible since. The staff on tonight were rude, hung up on me and resistant to help in any way. Very disgusted with them and they're bringing down Hertz' good name. read more

This is the worst car rental experience ever! 12 hours later, they will not fulfill our prepaid reservation. We have taken an Uber for a 40 minute drive to final pick up a vehicle, which we were told on the phone would be available, and we are again denied our "Prepaid Reserved" vehicle. I can not even give this place 1 star. No light here. I'm forced to give a star rating so this is a fictitious 1 star. Since I'm bad how about some of the reasoning...well our IT dept is down, we are too busy to answer the phones, no we can not contact the other Hertz because we don't have their number, but If they called us we would have got the call...just to name a few of their excuses! Did I mention the customer service person ended our discussion with a personal attack on my character...not even close to professionalism! Thinking of renting from Hertz...you've been warned...don't do it! We are again in an Uber back to Phoenix! read more

I was directed to Hertz for my rental from Thrifty on 22 DEC 2020, I can guarantee the vehicle I was given, was not cleaned to the CDC standard. I asked for a different one and was told to kick rocks. Vehicles that had been cleaned to standard had a sticker on the vehicle indicating that it had been cleaned. The vehicle I was given did not. Also the check engine light, maintenance required sign was on when I got the vehicle. I tried calling Thrifty and Hertz and no one gave a cap. this is poor customer service, and as a blue chip rewards member, it is a slap in the face. read more

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It's a big scam they will try to steal your money in any way they can. Do not trust they try to over charge me thank God I have the bank statement to prove that they were lying. don't waste your time or money not worth it. Plus don't rent from them a baby car seat it's unhealthy and not save. read more

Hertz Rent A Car - Car Rental Near Me - Mesa, Arizona

We booked several days in advance and booked a 7 passenger vehicle that was supposed to be the equivalent of a Pathfinder. When we arrived, the agent pretended like they had no car for us, screwed the folks ahead of us by forcing them to prepay fuel, and then gouged us by charging us for satellite radio without our consent. Did I mentioned they charge you a 5% fee for calling their customer service line? That's right, if you call to complain or ask why there is no car, despite a prepaid reservation, they charge you! Truly just an awful company and location. Skip it and ride a bike or take public transport. Also, the car we got was not a seven passenger or the equivalent of a Pathfinder. It was a compact station wagon that didn't fit all of our kids or any of our luggage. We wound up shipping some of our luggage back because we were out of options. read more

I am very disappointed in the Hertz response to my lost bag. When I arrived at the Hertz location in Phoenix airport, it was chaotic as cars were not available that were assigned. My bag was inadvertently left in a car, and although I realized it within 45 minutes, they stated there was nothing they could do to find the bag as they claimed they had no record of which driver left with the car containing my bag. The bag included all of my personal items, including credit cards and identification for me to travel home. I was given a phone number to contact lost and found. The office is closed over the weekend and therefore I have no means to communicate with anyone to retrieve my lost items. I am extremely disappointed that they have done nothing to to help me and therefore I am unable to travel home. read more

Miserable experience. I reserved a Suburban at this location, but when I arrived, they told me they didn't have any large capacity vehicles on site. The smug manager offered me no discount or recompense for my trouble. I was very patient and polite, but he couldn't have cared less about wasting my time! It was like that old episode of Seinfeld! He said he could call and make a (full price) reservation for me across town at the Sky Harbor location... Are you kidding me?! I'm not interested in trusting your reservations again. In the words of Michael Scott, "Fool me once, strike one. Fool me twice, strike three." I went with another rental service and actually ended up getting a better vehicle for about half the price Hertz was going to charge me. read more

Made a reservation for a minvan two weeks in advance of a family trip. Received an email and text confirmation that the reservation was confirmed. Went to pick up the minivan at the time of the reservation and the office was closed even though it was during their business hours. Called customer service (India) who called the office and said nobody answered so they will cancel the reservation. I was left the day before the trip with no rental car after two confirmations from Hertz that it would be ready. I will never rent from Hertz again. read more

Hertz lied. I made a reservation and took an Uber to the airport to pick up the car. When I arrived they told me they had no cars and did nothing to stand behind their reservation. I wasted my time and money (2 Uber trips) because their reservations are meaningless. They don't care about the customer and are unethical. I will never trust Hertz again. read more

This is. Rip off they charge double if you don't reserve online I was standing at counter and she quoted 390.00 for three days online it was 134.00 and I was on there actual website stading there and showed the women the cost she said " we charge more " for convenience. WATCH OUT THEY WILL RIP YOU OFF. Also I rent 3 cars a week for business I will never use hertz again I'm also putting this experience on my company website and notifying State Farm for the dishonest representation read more

The Honda Pilot that we rented was wonderful clean brand new ran great . The only issue I've had with hurts is that the rental charges keep changing in the pending section of my credit card Went from 455 with the hold, to 151.00 now it's a 151.00 and 152.00 2 separate charges . so I don't know what's going on how much their gonna charge me the total rental bill was supposed to be 255.38 We returned the car at 5:15 a.m. On Monday morning, They are not even showing it as returned and its Tuesday. I am not really sure what's going on the car was wonderful. read more

On our last trip to AZ, we used a Hertz rental car. Upon returning the car to the Mesa Airport, my husband realized he locked his wallet in the car and already put the keys in the drop box (it was 6 am so there were no employees around). Long story short, the manager of that office at the airport agreed to 2 day air the wallet back to us in WA (a $65 expense for us) but first he stole the $200 cash that was in the wallet. I brought this to the attention of the Hertz corporate office as I'm sure they have cameras but they said lost or stolen items are not their responsibility (even if their own employee is the theif!). I gave them many opportunities to make this right in private but they did not so here you go...I do not recommend using Hertz under any circumstances. read more

Well, my experience with Hertz at the Mesa Airport was all positive good. Nice car waiting and everything worked perfect and easy access to it about a block away from terminal. Timing must have been better than other reviews. No complaints and I will use them again. read more

Oh man, I'm sorry for those that will have the displeasure of working with the one man show at Hertz counter , mesa gateway airport. The guy will do his job and get you a car, But you'll catch yourself constantly apologizing bcuz the guy makes you feel sorry that you are renting a car, and you'll feel bad like Meeting a car is a real inconvenience for him. I love hurts and I have never had anything bad to say about them, but they need to pretend that they are a customer and experience this sad example they have representing the company. read more

This is the reason I typically use Enterprise: My wife needed a rental car ASAP, as she was on call when her vehicle went down (needed an alternator). It was Sunday afternoon, before a Monday holiday, so the airport car rental locations were the only ones open. She accidentally went to Hertz, right next to the Enterprise counter, but figured it would be comparable. "Because it's an airport location, she was basically told they could only rent by the week, which I've never heard of before. I've rented from plenty of competitors, at airport locations, for just a few days at a time. She was in a hurry, and they were already short on vehicles (according to them), so she didn't want to push her luck by waiting in the line that had formed at Enterprise, so she got her rental: a very low end base model of a Nissan Rogue, for an outrageous price (something like $800 for one week...for a Rogue). The car itself smelled of cigarettes, and was very stuffy from whatever they sprayed to poorly attempt to mask the scent. So she went back in to tell them, so she wouldn't be charged for the stench, as it was supposed to be a non-smoking vehicle. Her car was repaired and ready by Wednesday (3 days later), so we returned the rental around 330pm. They of course wanted to charge my wife for the whole week, which we didn't agree with. We asked why we would have to pay for 7 days when it was only used for 3 days (69 hours to be exact). The lady at the return counter told her it was auto-generated by the computer, and she couldn't change the return date or the pricing. We figured, no big deal, she's just a customer service associate, and probably can't do much, although she could have at least offered a helpful solution or direct us to the person who could help. So we asked if there was a manager we could talk to about the issue. "I am the manager," she stated. Hmm...weird that a managerial position lacks any authority to assist with rental terms in order to assist dissatisfied customers. Okay, so we asked if there was anyone else we could talk to on the phone that had the ability to help. Somehow, she apparently remembered she could call the Branch Manager to see if he could override the pricing/terms. I'm sorry, but what?!?! So if he's the Branch Manager, then what kind of "manager " was she? She said she was THE manager. While on the phone with him, she kept mistakenly telling him we had the car for 4 days, not 3, because the first "day" we picked it up, at 630pm, though we were returning it at 330pm. Whatever. Ultimately, the special manager on the other end of the phone verbally gave her permission to do what she could have just done to begin with, which was make an adjustment to charge us a "daily" rate instead of a weekly rate. Ultimately, we got the more appropriate pricing we were hoping for, but it was like pulling teeth with the "manager" at the desk. To summarize: She was able to adjust the rental, after telling us it was computer -automated and she couldn't do anything about it; the branch manager was able to make a decision managers typically have the authority for, after she said she was THE manager when we requested one; my wife was never offered a "daily" rate that was clearly available when she first rented it. Extremely poor customer service by a supposed "manager." read more

This is a really small airport so you sign in at the counter and pick up your keys. You then walk about 200m to a small parking lot to pick up your car. There is nobody to check any documents once you drive away. While returning your car you have to park it at one of the designation spots across the street from the airport and cross the street. A little bit of a pain when you have luggage and a lot of traffic on the road( this is a public road and not part of the airport) My biggest peeve about this place is that they charged me for a full tank of gas even after i returned it full and it took a while to get it sorted out. I am not sure if this was an accounting error or somebody siphoned the gas. read more

Good customer service... Even though my flight was delayed by 4 hours, they were still open at 5:00am ! Appreciate their efforts! It would be great if they had more vehicles at their disposal but well its a small airport so they are doing their best read more

I'd give out ZERO stars. Booked a rental the other day, car smelled of cigarette. I didn't notice the smell till I was already on my way to California. I reported the smell to the Hertz rep iin California because I didn't want to be charged for the smell. The Hertz rep said she would still charge me for the damage. I was like wtf? I don't smoke! she didnt care. she then said to drop it off at a different location and hopefully they'll over look the smell. But,if I had listened to her, I would've been charged a a fee for doing that!. I called customer service, they told me not to listen to her and to refute the charges at when I get charged for it. I did that and customer service didn't care, they pretty much said i.m screwed. I asked to speak to a supervisor, they didn't have one. I then get a call back the following day at 630am, I was asleep. I called back, nnnnooo supervisor available. I get a call today at 530am iin the morning, and he said "I should've called customer service the same day, I asked where does it say in the contract I have to report same day? he kept saying that the contract says no smoking. I sai where does it say? he couldn't answer my question, he was like a robot. I asked where is the hertz rep calling me from? turns out it's in El Salvador. they could barely speak English. I asked him tio pull the record call drom my report, he couldn't of course. don't rent from here. I had to call my credit card company dispute the charges. HORRIBLE CUSTOMER SERVICES read more

Overall bad experience. They did not have the mid sized car I reserved available and instead gave me a truck. The employees were not helpful and claimed they had "no other vehicles available". I was planning on doing a lot of driving around the area and the truck had terrible gas mileage with limited back seat space. It was also a 2017 vehicle with almost 40,000 miles which is odd for a rental car. After paying the employee gives you the key at the counter and you have to go find the vehicle yourself in the lot. When you return the car, you park it in a lot across the street from the terminal. You then have to carry all your luggage across the busy street to the terminal to return your key. There is no Hertz attendant in the return lot - but the other rental cars companies did have attendants. Just an overall bad experience. I fly into this airport often but this was my first time renting a car at this airport. Next time I'll skip Hertz and go to straight to Enterprise or Alamo. read more

The agent doesn't go with you to find the car. You have to find it yourself and figure out how it works yourself. The worst part is bringing the car back. You take it to a drop off lot and leave it there, then you must walk across that parking lot, across busy lanes of traffic, across the parking lot to the terminal doors to return the key. I did this in 113 degree heat. It was awful. If you have luggage or carrying a baby it would be terrible. Enterprise and Avis both had attendants on the drop off lot so you could just drop off the car and the key at the same place. Hertz was the only one where you had to go through all this other nonsense. I will say the men at the counter where you rent the car and drop off the keys were very nice and professional. read more

The lady working here is the coldest, most unfriendly women I've every encountered in customer service. I reserved my car online and when I arrived they didn't have the car. She offered an upgrade for $50 more. I didn't travel here I was renting because my car was stem a few days earlier. I didn't have the $50 more (on top of the $50 for the car) and she offered no help, was not apologetic and I left with nothing. I went home in a taxi. I will never recommend anyone using Hertz at this airport. read more

Absolutely horrible experience. Rented a car for a week for $240. Car broke down end of first day. Had to get a new car so they closed out the contract and reissued a new one. For the one day we had the car they wanted to charge us the daily rate, as opposed to pro-rating the weekly rate. Their daily rage was over $100!!!! Will NEVER rent from there again. Found out that their rates are OBSCENELY HIGH compared to renting from a location that's not at the Mesa airport. Manager (Amy McClarty) is awful; nasty, power-tripping troll! DO NOT RENT HERE. GO ELSEWHERE!!!! read more

3 minutes from the time I stepped up to the counter until I had the keys to my UPGRADED car in hand. That's right, who's my daddy?!

Really, really good experience renting from this location. Obviously, when renting from a very small airport selection will be not as broad. But the process was very quick, and totally hassle free. Got a free upgrade due to their not having our selected rental, and it ended up being a brand new Altima with less than 500 miles on it. When I called to extend our rental for one more day, they took care of it over the phone in less than a minute. The staff were friendly and informative, and took care to make sure we had whatever we needed. Drop off was just as quick. When we fly back into Mesa, we will only be using the in terminal Hertz. They have earned my loyalty. read more

We reserved the car online for an airport pickup. The check in process was easy and the woman at the desk was friendly and helpful. The car was exactly as reserved. We chose to add the gas option so we didn't have to fill up. When leaving we parked in the return lot and put the keys in the drop box. Smooth and easy. An affordable option for us for our 3 days in the Chandler/Gilbert area, as opposed to ubering the whole time. read more

Worst rental company ever. Was very happy about the price for our PREPAID/PER CHARGED rental but after we arrived at the airport on 11/3/2013 was told by a very rude employee of Hertz that we also needed an additional $200.00 deposit on our major credit card. He told us it was in the fine print, which it is not. Left us stranded at the airport as we didn't have the additional funds on the card. Now 8 days later we still have not been credited for the amount charged and upon calling was put to 4 people and was told we were a NO SHOW at the airport. We have witnesses at both Enterprise and Alamo as they were trying to help get us in a rental after Hertz was so rude. Bottom line DO NOT rent from Hertz....go to ALAMO!!! **As an update today is 12/1/2013 and still have not been credited or even contacted by any member of Hertz. Even a 1 star rating is too much for this company. read more

When I signed up for the Gold Membership, I was told I would not have to wait to pick up my rental car at the desk. During the last two times we rented a car, we waited in line. There was one man at the counter and he never asked if anyone in line was a Gold Member. During this last time we rented, I spoke up and said to the man at the counter, "I believe that rental agreement and key in the box is mine." There was a couple the representative at the counter was helping and he said to me, "I'm helping this couple, I will be with you in a minute." The couple at the counter turned around and glared at me as if to say, "Wait your turn, lady." It was embarrassing, because the man at the counter didn't acknowledge me as a Gold Member so that couple he was waiting on probably thought I was just a rude, impatient customer trying to butt in front of them. The only time we haven't had to wait is when there were no other customers in front of us . I convinced another couple friend of ours to get the Gold Membership because we don't have to wait in line. Well they have seen the service we get so they have since gone with Alamo which is what we are thinking of doing as well since the service isn't any better with Hertz in spite of having the Gold Membership. We didn't get an evaluation form this time either to write down any issues with the car. The windshields in the rentals we have received have been dirty or have a hazy film on the interior which makes it hard to see when the sun hits it. I've had to clean the interior windshield each time we've had a rental car from your company. Another time we rented a car there was a dirty paper plate under the driver's seat and a shaver under the passenger side. That car certainly wasn't detailed before renting to another customer! read more

Just wanted to give kudos to Derek who took care of my reservation at the Mesa - Gateway Airport the other day. I haven't booked a rental with Hertz in a long time - but his excellent service will make me come back. I had booked the reservation through a Vacation Club and suffice it to say that it was pretty screwed up. Derek went overboard to make it right and I appreciated that very much. Good work and thanks, Derek. read more

We were highly disappointed when we were informed on arrival that the mini-van we reserved in advance was not available. We were offered the option of renting two cars in its place, but this did not fit the needs of the week long travel plans we had for our family of six. Since it was late in the evening and the week after Christmas, very few choices were available. We were left feeling helpless. Thank goodness for Alamo! They took the time to help us find a temporary fix for the evening and then came through with a van for the week. I'll never use Hertz again. read more

Very convenient and good professionalism. These are the reasons Hertz is a pleasure to do business with.

Danny has great customer service and tells you what you need to know. He'll take good care of you. Thanks Danny, I'm sure I'll see you again! read more

We were in Mesa for business, and everything about our car rental through Hertz went smoothly and as expected.