Cut and pasted below, a letter sent to Hertz management that articulates, in detail, my complaint. Referencing the above noted Hertz reservation # and associated rental, please be informed of the following. On June 5, 2023 I made a reservation thru Priceline for a Hertz car rental (dealer's choice) for the Scottsdale, AZ location. Upon arriving at the Scottsdale location I was informed that no cars were presently available and I was directed to the Gilbert, AZ location as it seemed they had cars to rent. I arrived at the Gilbert, AZ location at approximately 10 am. Between that time and approximately noon I waited in line as there was but one female employee and she was tasked with servicing five or six renters in front of me. Though my original reservation reflected a weekly rate of ~$170 I was informed that she could not honor the rate and the best she could offer was ~$200 per week. Having spent the better part of two hours sitting on my hands I elected to accept the higher rate. As I was leaving I asked her if I should bring the vehicle back to her location or the Scottsdale location. She replied "any local location in the greater Phoenix area would be fine". Today, Friday June 8, 2023 I returned the vehicle. In light of the unpleasant wait times I encountered previously I elected to return to the Apache Road, Mesa AZ location - approximately five or ten minutes drive from both the Scottsdale and Gilbert Hertz outlets. Within the past hour I received an email receipt (attached) cataloging two day charges that were within $10 of the initial weekly rate I'd been quoted by Hertz / Priceline, but a line item charge of ~$200 for (Inter city fee). Here, I would invite any casual reader of this letter to place themselves in my position - processing mentally the various irritations I encountered. What might your viewpoint of Hertz thusly be? Please be further informed that it is not my intention to merely swallow the outrageous $200 nonsense-tax (inter city fee) that Hertz is attempting to extract from me. Instead, I shall take any and all steps within my legal rights to fight back. These include but shall not be limited to filing grievances with: Ripoff Report Better Business Bureau Arizona State Attorneys General Office Yelp Local TV and print Media I do understand that Hertz invests significant capital in advertising - presumably intended to generate a positive consumer impression of the company. Perhaps those in a position of power within Hertz may do the mental calculus in considering the negative consequences when consumers and other interested Parties are informed of the experiences such as those I've just articulated. read more

Well as a matter of fact, while the city was busy getting rental cars And enterprise was placed me on a waiting list . Hertz saved my last two weeks and in fact I still have it. My vehicle was stolen and I needed transportation and they had one ready to go the following morning . I had to get a rental and insurance would only pay 40 dollars a day which Hertz came in at 38 dollars. Perfect . It's a 2019 with only 20,000 miles on it and I love it. Still haven't replaced my car so in the meantime, it's not so bad with this as my temp. I appreciate the staff and I've now had to extend it four times and I haven't heard a word about them needing it back yet . The staff are very accommodating and friendly and I would recommend them to anyone. read more

Oh my..where do I even begin? 8/20 we reserved a car so that we would have something ready the next day when we dropped our car off at the collision repair shop. My repair shop called Hertz to verify they had a car available, let them know my name and then paid for a Lyft to take me to the local Hertz they called. When I got there I was told they couldn't find my reservation, after a while they were finally able to find it BUT the car was "dirty" and they weren't allowed to rent a car out dirty. The story then changed to, "the vehicle has maintenance issues" and this was why they couldn't rent it out. Rae, the lady who was "helping" me at Hertz called the location I made a reservation at, but they had also decided to rent out the vehicle that was reserved for us. Beyond the clerical mess, Rae was probably one of the rudest people I have ever worked with. Not ONE time did she apologize or show any empathy what so ever. A nice smile and a friendly conversation can make a world of difference when you are in a customer service position. I welcome the Manager to reach out to me so that we can have a conversation about what happened. If Rae continues to be the face of your Branch, you are going to lose customer faster than you can count. read more

Without a doubt the worst rental experience I have ever had. And I could overlook the more than 40 minutes sitting in the garage at the Honolulu airport waiting for my car. Finally, my wife got up to head all the way back to the counter to try and get our car, but was met on the way by someone that worked there. We finally got our car. My issue with Hertz is that I was denied a return for my deposit due to what they claim was a crack in the windshield, even though there were two employees checking over the car on return. I mean they have to scan the car through the windshield, and nothing was pointed out, nor did they say there was a crack. It wasn't until two days later I received an email stating I needed to fill out an incident report for the crack. There was no incident, and there wasn't a crack upon return. The claim was closed by their claims department. And I still did not get my $500.00 deposit back. For a month I tried contacting customer service through emails, 'contact us' on their website, and a number of different phone numbers that never would get me to a real person. In fact, the number listed on the website doesn't even work. I will never ever use Hertz again. If there is a lesson to be learned, be sure and take pics of all sides of your rental before leaving their premises. read more

My need for a rental car was under less than ideal circumstances as a car accident that landed my car in the shop. Kyle & Desmond were professional and patient as I had a hard time deciding which car would meet my needs. I chose a car only to return late in the day to change into a different car. Kyle & Desmond were busy but both very understanding and accommodating. Thank you to Hertz- Kyle & Desmond for excellent customer service!! read more

This Hertz takes the worry about vehicle rental to a minimum... or you know what? -DON'T WORRY when it comes to renting with these guys! The rates were much more reasonable than other rental agencies in the area. Just remember to call ahead, tell them what you need and when. Gabe listened and delivered even better than what my family expected! Josh was clear with expectations and we had a million questions! Customer service was great, prices were great, and the rental itself was a DREAM. Come to this Hertz location for your car rental needs! read more

I spoke with a lady yesterday she assured me of a vehicle at time of drop off at collision center. There was no car and then didn't have one available. Poor customer service. This is my second encounter with Hertz having poor customer service. Everyone deserves a second chance but with lots of rental cars company's around don't think I'll be giving them another chance. read more

Rented a vehicle from this location in July. Two ladies there helped me with the paperwork etc. It was a very professional and smooth experience. I was in and out in less then 10 minutes which is a plus. I look forward to renting from this location again! read more

I reserved a rental for the three day Labor Day weekend two weeks prior. On my way to pick up the rental at 5 PM on a Friday I received a phone call from a woman who work there stating that they didn't have any cars for me that the last three that they had brought back in were" totaled"Outrageous.For some reason I believe I was being lied to that they upsold my rental to get more money than I had reserved it for. I definitely will not go with this company again. read more

I made the big mistake of using Hertz instead of Enterprise. I have always used Enterprise in the past with no issues. Hertz charged me almost $500 for only 4 days in their cheapest car!!! I read the papers I signed and I did not agree to a $100 service charge! The car seat was $13 a day, but they ended up charging me $25 each day! They literally changed everything and added charges! These people are thieves! read more

THE WORST CUSTOMER SERVICE EVER! Rae a chick in scrubs uniform was extremely rude. I got there 5 minutes before closing time and she bluntly complained about me being "the one who called that was going to be late" and told the others in front of me she needed to leave on time and was pissed because her manager had her help me. She spoke to me with such bad attitude and looked annoyed with me. She threw my debit card on the counter and slammed my papers on the counter. She didn't even explain the rules or policies correctly, she was literally rolling her eyes as she spoke. When I was walked over to my rental she didn't even speak to me she handed me the keys and told me what suv I was getting and walked away without saying a word. I had no idea if I needed to have a walk through, or take photos. I had questions I wanted to ask but was afraid of pissing her off even more. It is awful to spend your money on a rental and get mistreated as if you're interrupting their time at work. This is beyond ridiculous and completely unfair to me as a customer. These employees forget that if it's not for us they wouldn't be employed. I'm extremely disappointed and I won't ever rent here again. read more

Forgot to tell me that since I was under 25 that I needed a credit card to rent a car. I made a reservation had it all taken care of, then when I picked up the car. Oh I can't rent it cause I'm under 25 and I don't have a credit card. Thanks a lot, jerks. read more

I have been renting from this Hertz location and have been very satisfied with the services. The employees are very friendly and always willing to help. Because I am a AAA member, I qualify as a Gold member and the service is always smooth and swift. read more

I rent from this location over 15 times a year. The cars are always ready. Clean. And the staff takes the time to learn who I am. I do not spend much time while checking in and dropping off as I book online walk in show my ID and when I return the car it is equally as easy. I recommend this location to everyone. As well they should take advantage of Hertz's Rewards program. read more

I am a frequent business traveler, who is also a Hertz Gold Reward holder. My 22 year old daughter recently made travel arrangements to attend a funeral in Tucson. She was worried about renting a car due to her age. She read through each site, ensuring that she met all of the credentials to rent the car. Her card was debited the rental fees and she was ready to go. She went to pick up her car and was denied because of the credit card requirement they have in place. I called Hertz customer service to see if there was anyway I could provide my credit card number and ID. They said they would, however this location has this requirement and cannot bend the rule. My daughter is now stranded in Phoenix, probably not going to make the funeral. In addition, when I spoke with Customer Service I asked for a manager. They transferred me to never ending ring, with no answer. Very frustrating. One final note....not only will they not rent the car to her, they indicated she will not receive her funds back for 2 days and they will charge a cancellation fee. I will never use Hertz again. read more

Great experience. I reserved the car online. They had the best price for sure. It was quick when I went to pick it up and when I returned it. I will rent from then in the future. read more

this was the easiest, smoothest pick up i ever had. krystal was amazing. she called me to let me know my car was ready and on time. she set me up and i loved her. so friendly and nice. from now on i am only renting my car from this location. read more

It's highly advised not to use Hertz at all. They cost me over 1000.00 for a rental car during my slowest business season and simply due to their inability to #1 communicate properly and promptly between insurance companies and their clients, and #2. Their lack of communication between their agents who deal with insurance claims and their in store staff who are also handling client files. I even called in on three occasions during the time I had the rental in which their staff confirmed everything was good and at one point saying they had already submitted to my insurance company for an extension on my rental because my vehicle was not finished at the auto body shop. I happen to have another vehicle I could have used, that I own but preferred to get a rental for the use I needed it for during this time. So it goes without saying that 1000.00 was a big blow for me, especially during the month that it happened. I attempted to contact Hertz on numerous occasions after I was charged and they simply would not respond to emails whatsoever. I had to contact them on Facebook to get an email address which someone would eventually (a month later), contacted me back. However, this was ineffective and they refused to admit fault, nor fix this. I could go into details about what happened and please feel free to email me and I will do so. However, simply put, this mistake was theirs indefinitely and could have easily been avoided had they followed a simple principle of communication with their client. As a business owner myself, I at least understand how results with a client are indefinitely dependant upon great communication with my clients. After investigating, and my insurance company forwarding me the email string with Hertz, I found out that Hertz knew 24 hours after contacting my insurance agent, that under the specific conditions, my rental was not covered and they simply never communicated this with me at all. Only telling me after I spoke with this location specifically and their 800 service phone number, all of which never mentioned that I was not being covered AND that they were submitting an extension with my insurance agent. The worst part of this entire experience was their lack of care in responding to my emails about this matter after it happened. A their lack of responsibility in rectifying and owning their agents mistakes. I will never go to Hertz and I have told everybody that I know about my experience and hope that anyone reading either takes this seriously, or pays very close attention to everything you do with them because they simply will not do so for you. read more

It is odd giving Hertz a positive review as other locations have done such a horrible job (Houston Hobby, Oakland, and Chicago O'Hare to name a few). However I have to say that this location is the one that I rent from the most and has been very consistent and has been easy to deal with. I am posting this as I made a promise to myself to leave a good review if I have to leave a bad review for someone else. In this case the Chicago O'Hare location gets the negative one and Hertz Mesa gets the good one! It is long over due to leave a good review for this location as they have been great for several years. I am a VERY frequent traveler and time is money, these guys never waste it and have what I ask for available and there when I need it and have done so for several years now. read more

Not enough employees working on a Saturday. Long lines only one person working in rent a car not good

Reserved a car for noon. Arrived at 12:10 and the car was not ready. I was asked to wait 30 minutes, and was offered another car in the meantime, if i was willing to pay for the upgrade. I was not. After 50-minute wait, received a Camry that reeked of smoke. Returned it two weeks later, prepared to pay in cash. Agent said there was no cash drawer so I would have to pay exact change. I came up with $581 for a $584.84 bill. She said she could not accept that. I asked her to put remaining balance on card. She said she was not sure how to do that on the computer. Wound up paying 6 $100 bills just to get out of there. It Hertz, alright. read more

Bad customer service. Reservation dont matter to them. Receptionist waited for closing hours just to tell you they dont have an available car for you. read more

If you're considering using this particular location, please reconsider. The representative I dealt with is both dishonest and most importantly, completely disrespectful. Having insurance that will reimburse your out-of-pocket, the man tried to pad the bill by 2 days, then refused to give me a copy of the original statement. He clearly has a large chip on his shoulder, and does not want to deal with anyone who has a brain, and is insulted to have to work for a living in the first place read more