I had a very disappointing experience with this Dollar Rent A Car/Hertz location at 9442 W. 191st St. in Mokena. I booked my rental through Expedia for July 23-25. I picked the vehicle up on July 23 at approximately 2:30 PM and personally returned it on July 25 at approximately 11:30 AM, with a FULL tank of gas. Despite this, I was charged for a FOUR-DAY rental, and the company is claiming that I returned the vehicle on Monday with an EMPTY tank. That is completely inaccurate. I was not even in possession of the vehicle on Monday. My Expedia reservation clearly shows a two-day rental for July 23-25. I am extremely concerned that their records show a return date and fuel level that do not reflect what actually occurred. I am disputing these additional charges and expect Dollar/Hertz to review the vehicle return records, mileage, fuel records, surveillance footage, and any electronic time stamps associated with this rental and correct my bill. I would strongly recommend that anyone renting from this location take pictures and videos of the vehicle, fuel gauge, mileage, and return location with time stamps when returning the car. Based on my experience, I cannot recommend this location. read more

Reserved a car, day of pickup called to make sure car was available and told no cars available and they are loaning out their last car as we spoke and was told that even though I reserved a car, I was told I in a queue and if someone comes before me it's basically my loss..... insane business practice. read more

When I got my rental from this location the gentleman was very respectful and kind and I would've honestly gave a 5 star review. I left this location on Thursday since that day I was not able to find my wallet, due to my extended work hours I did not have time to search for my wallet until after the holidays. After retracing my steps and coming to the conclusion that Hertz was the last place I pulled my wallet out at I called the gentleman just to ask if anyone turned in a wallet, Morris paused then said "let me go check the back" and left me on hold for 20mins. I did not get suspicious until I return the call saying that he never got back to me and he completely changed from respectful and kind to hesitant and short, he then said "I don't see anything" I asked if they had cameras he says yes , when I asked if they could be review to see what I did with my wallet before I left he just says "yes". He never asked for my information or asked about any details of the day I was there until I asked how will I know the cameras will be review he states "I will call back and let you know" once again never asking for my information or any details about my visit. He finally asked for my information when I asked about the managers. Morris tells me that Candace Smith and Matt Johnson are the managers of this location. I only asked for the managers information so that I can worked them directly since he did not seem interested in assisting me. Morris tells me the managers do not have direct contact information and that he will be the one to reach out to them and this is where I get suspicious. Morris finally takes my information and says that he will follow up with the managers. Although I was suspicious I stay calm and respectful and did not accuse anyone of anything only just requesting details of the day I was there with my wallet. I do some research online and finds Candace Smith and Matt Johnson information. I first called Candace and left a voicemail on 9/09 at 2:39 PM I also called Matt Johnson at 2:42 PM and left the same voicemail explaining the details above. Due to Morris saying the managers do not have direct contact information I was not sure if the information was accurate so I also sent emails to the individual as well. Once I send the emails I finally hear from Candace, She Calls and said "this sounds very suspicious I will left me take your information and review the camera and I can get back to you in an hour". I was confident in her assisting due to her seeming as if she was willing to investigate my situation. An hour and a half goes by I have my phone sitting directly in front of me on my office desk and at this exact moment I was actually not doing anything and notice when Candace returned my call before I could swipe to answer the phone she immediately hung up, I proceeded to call her immediately and did not receive an answer. I left her a voicemail hoping she be able to get back to me soon since the have not even been 3 mins since we both attempted to reach each other. Candace did not get back to me on 9/09 instead she sent an email to me and Matt Johnson on 9/10 stating "She review the camera and can see that I put my wallet in my back pocket as I was exiting the building". On 9/2 when I arrive to Hertz I had just left car champions from dropping my vehicle off and I had to collect all of my personal belongings so I know I came into the Hertz building with Backpack on and both of my hands completely full So this is where more suspicion comes because I could not have possibly put my wallet away as I was leaving with both hands full. I called Candace immediately and asked her if she could tell me what she seen in the camera leading up to me putting my wallet away. Candace now state "after Morris gave you your ID back at the counter you put your ID in your back pocket" I asked Candace "Did I put my ID in my back pocket or my Wallet?" Candace now stats "you put your ID in your wallet then your wallet in your back pocket" I asked "On the email you said I put it away as I was leaving When Morris gave me my ID back I did not leave for at least another 10 mins So did I put my wallet away at the counter or as I was leaving?" She now states "you put it away before you left after Morris handed it to you" From here Candace was not willing to answer any more of my questions or review anymore footage she just told me if I wanted to review the Footage I would have to get a supeona. Since she claims I put away as I was leaving and I knew I had a ton of items to carry When I asked if she could review the cameras to let me know if I dropped it in the parking lot or as I was leaving. Although hertz have a front door camera point to the parking lot Candace state that I would have to "Contact Denny's which is in the lot next to the hertz building to get more footage". From here my suspicion is getting worse I still have not accuse anyone of anything I only been requesting information about the day read more

Did not have a reserved car available. They Attempted to up charge me for a different car. Not the most intelligent people working there. Go to enterprise down the street. read more

Uber confirmed a reservation for a rental car pickup. I took an Uber to Hertz in Mokena, IL. They told me they had no cars and couldn't help. They couldn't tell me why you can have a confirmed reservation for a car they don't have. They told me they didn't have my reservation. Then looked it up in the computer and found it. Very unprofessional. This is not how a business should run. And probably why they should go out of business. If I could rate zero stars, I would. read more

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Rented a car....didn't receive remotely the vehicle rented. Ended up with a Malibu (that was "cleaned" ha!) that reeked of cigarette smoke, pot, and was filthy inside...garbage in the trunk, in the backseat, in the doors....the headliner looked like something was butchered on it. The exterior had a large dented quarter panel. My wife had rented the vehicle and is the 4th name on our insurance policy. insurance cards only display 3 names....staff wouldn't look at the screen showing that she was insured, so we were also forced to pay for insurance that wasn't needed or desired. Hope their commissions were worth it. Perhaps the least helpful staff that appears to take their unhappiness out on customers. They had been the rudest most entitled employees that I've ever had the misfortune of having to deal with. No one should be subjected to them. Upon calling Hertz 800 number, I realized that customer service no longer exists. However, roadside assistance does....and they suggested switch it at a different facility....the closest was 25 minutes away. As a longtime customer of Hertz, I will be looking at other rental companies and options in the future. Hertz has lost a customer. All I can say, is go elsewhere....we definitely will be going elsewhere the one in Mokena is good. Matteson should get 0 stars. read more

Terrible experience all around at Hertz in Matteson.. its combined with a Pep Boys. I hope to never deal with Hertz again. First I have to wait 30 min for a 3 min transaction. My car was reserved, paid, and ready for pick up but he was dealing with issues from another customer trying to sort something out?? I waited 30 min to just be handed over the keys... dropping off is just as bad... no one around that works there.. im waiting 15 min, not one employee in sight... tried to talk to the guys on the pep boys side he said someone working over there but no clue where he went? I ended up just dropping the keys off on the counter.. ain't nobody got time for that. Avoid this place at all costs. Customer service is non existent and employees off somewhere in hiding.. SMH read more

My insurance company had called in a reservation for a vehicle rental. Hertz had even called me to get an appointment set up. I went in the following day and while I was at this location, Hertz "Accidently" cancelled my reservation which had to be requested through my insurance again. I was told they would call me back and then would have to come back. I proceeded to go to another car rental company. Hertz called back days later and left a message. I called back to let them know I no longer need a rental but I was put on hold and then disconnected (Hung up on) before I could even give them that information. read more

Reserved a pickup truck for 12pm . Arrived at 12:02 - turns out office hours are until 12pm- no one in sight . Drove around buildings no pickup truck on site. No phone call. Called Hertz no pickups available within the Chicago area. - between both airports. Flew in yesterday - basically ruined our trip to drop our freshman at college. read more

Employees have terrible customer service! Their attitudes are very unprofessional, as if we are the ones that hired them! If you don't enjoy dealing with the public get another job. read more

got charged for an extra week that we did not use the car and had returned it, got sold an insurance policy that we did not not need and hertz should have kn own it overall a less then honest business Orest Horodysky MD read more

i wish I could give 0 stars. this place will overcharge you for everything. The worker over there named Mariela lit Lied yo us about multiple things and overcharged 140$ extra for things she added between the lines here and there. Definitely don't recommend this location. read more

The WORST customer service I've ever had to deal with. My car was not even cleaned out. I reserved a FULL SIZE vehicle as well as a SUV and they just stuck me into anything. She told me that this was the only available car but they had at least 5 other vehicles sitting out in the front of their store. Hertz customer service line was no better than this location unable to help me at all. Just throw the entire corporation away... read more

By far I believe this is the worst customer service I've encountered for at any business, when I picked up the vehicle it was not cleaned, still had recipes and personal information from the last renter, name, address and more, in addition to the garbage that was left in it. Staff is also very unprofessional at this location, I've rented from many different places and this place takes the cake for unprofessionalism. I returned my car a day early during closing hours, I've been charged for another week, although I don't have the vehicle any more, in addition, I've called to try to get this fixed and the employee placed me on hold and never came back to the phone after 13 minutes of waiting, considering the reviews before me, I see this is typical behavior that nothing is being done about. I'm not even sure why I'm writing this review honestly as I see it really doesn't matter. read more

To whom this may concern I'm writing this review because I came into this establishment and the manager Amber told me they didn't have any cars available to be rented out. I was completely astonished because one I had made reservations a week in advance and two your parking lot was filled with cars. Instead of Amber trying to reassure me on why they didn't have the Minivan that I ordered. She went ahead and helped another customer and his wife and then she had her worker clean out a Caravan to give to the couple. I am extremely disappointed in her behavior. Do not rent with this company. As I was leaving out I heard Amber chuckle and mumble " I didn't rent to them because they're black " . read more

You should go here because of the service. After an unnamed rental service that rhymes with Davis screwed me on a reservation, I called Hertz and Jennifer saved the day. Thank you to her and Hertz for saving my road trip to Texas. read more

mariela i think is how you spell her name. very wonderful black woman who was nothing but polite and helped break everything down for the cost and walked me through cool features on the car i'd be in. i had to rent due to a hit and run i was in and because of my age the place my insurance does rentals with wouldn't let me rent anything bigger than a tiny chevy spark which wasn't suitable since i'm tall so i found this place and called. she was also the one to answer the phone and was super nice then too. i don't think i'd be back but god forbid i do for any reason i will definitely return here. read more

Let me start by saying that I set up my rental over a week in advance, as they were preferred by State Farm. I was scheduled to be picked up at 8am at the body shop where my car was being serviced. By 8:10 I was concerned. By 8:15, I called and got bounced to the Matteson location, as they were "picking up some cars" according to the woman who answered the phone. I was advised to wait and call back in 10 minutes if they weren't there yet. 8:25 rolls around and I call again, asking to make sure my reservation was correct, as this was ridiculous. I, like most people on a Tuesday morning, had to get to work, and being late without so much as a call was beyond anything I understand. They respond with "what body shop are you at?" WHAT? "They'll be there in 10-15 minutes." 8:41 finally rolls around. FORTY MINUTES after my scheduled appointment, when the agent gets there. I would have AT LEAST expect an apology, if not some sort of explanation. But nope. We finally get back to the Mokena office and get the paperwork done only to walk around the car and see countless dings. Seriously, I've had rentals and this was the worst one I've seen on the outside, with at least three large marks/scratches/rust on each side of the car. We get to the back of the vehicle only to see a spot where DUCT TAPE has clearly been ripped off, causing a large scuff of sorts on the trunk. So not only are you 40 minutes late with no call, I get no apology OR explanation, AND a car that has been duct taped? To say I'm disappointed with your service as a whole would be the biggest understatement of the century. Next time, I'll make sure to go with Enterprise because as a first time customer, you've done absolutely nothing to make me want to come back. read more

Mary, the representative was very kind. After a breakdown she was nice enough to wait a few minutes for me to arrive after closing to book me and allow me to make it home. After another location said their computers 'shut down' at closing time. Thanks for going the extra mile. read more

I honestly was going to let this go, until I found out today I STILL got charged (not once, but TWICE) for an upgrade to a car I didn't even have for a day because Hertz gave it to me in a bad condition. The only good thing was the driver who picked me up. He was incredibly friendly, but that's where the positive things end. Here's my story: Since all these tiny Hertz locations literally have two cars at a time to choose from, my choice was a Mazda 2 or a Chrysler 200. So naturally, I chose the Chrysler 200 and paid a small upgrade fee for this vehicle while my insurance covered the rest. Right away I noticed garbage and an empty water bottle in the center console, but I shrug it off because I'm just happy to have a rental car while my normal car gets fixed from a drunk driver who hit me. I take the car home listening to music/radio at a reasonable volume and I don't hear anything out of ordinary, and don't use it the rest of the night. I go to take the car to work the next morning, same thing, the music/radio is at a reasonable volume. My neighbor who happened to be behind me at an intersection lets me know something is hanging and dragging under the rental. I turn down my music, sure enough there's faint scraping noise because there's plastic paneling from the undercarriage dragging and scraping on the ground as I drive down the street. Awesome, right? It's 8:30 in the morning on my way to work. I don't have time for this nonsense, and I'm not prepared to deal with a situation where this plastic paneling gets caught on something on the road and causes bigger issues. In a panic, I try calling Hertz Mokena, but get rerouted to Hertz Crestwood (because apparently the Mokena location forgets to turn on their phone system at 8:00am, when they are supposed to be open), who then tells me to go to Hertz Countryside since it's closest to my work. I get all the way to Hertz Countryside, see they only have a Nissan Sentra covered in snow (with no plates?) and a bumper car (a.k.a. Ford Fiesta hatchback). Countryside Hertz guy is confused that I was sent here and says Ford Fiesta or nothing...OR I can take the time out of my day to go to the Firestone down the street to have the car repaired on my own time AND dime to have them fix it and then they would reimburse me later (ARE YOU KIDDING ME?). Now late to work and definitely not having time to go get a rental car fixed with a problem that I didn't cause (obviously Hertz employees don't inspect the condition of the cars before they give them to customers), I had to drive said Fiesta, which had a salt-covered windshield with clogged sprayer nozzles to where I couldn't see anything when sunlight was shining through. The previous driver must have went hardcore off-roading in the Fiesta because brush/leaves/mud are all over the back, AND the oil change warning light was on too. Honestly, how are these acceptable conditions of your cars? The day I had to switch cars, I gave the Mokena location a courtesy call to let them know the 200 was at the Countryside location and gave them a warning / heads up and they said I could return the Countryside Fiesta to them. After dealing with this fiesta gone wrong after two days, I called again and asked them if I had to drop the car off or if they would pick it up. They said they'd pick it up from the body shop and I was told I would not be charged for an upgrade since I didn't actually receive one. Guess what? Today I was charged for the "upgrade" twice, almost a month later. This was absolutely NOT a fiesta. This was a very bad time. I used Hertz because they were the State Farm "preferred" rental agency. I trusted Hertz to give me rental car so I could be worry-free during an obviously very stressful time and they failed on every level possible and caused me more of a headache than I originally started with. I honestly should have listened to everyone who told me countless times to use Enterprise instead. Of course they're closed on the weekends, so I can't even call them right now in regards to the refund. read more

I will never use Hertz again! They overcharged me by over $1250.00!!! It took over a month to fix the mistake created by someone who fat-fingered the wrong date of my car return. One week's rental became 37 days of rental. When I physically went to the branch location, I was flat out lied to. They said they noticed their mistake and sent it to corporate to be fixed. They did not. When I called the Countryside, IL branch several times afterwards, I was again lied to by Aerial, Aaron, and Amber on separate occasions. When they gave me the phone number to the regional manager, he never picked up the phone nor called me back (Joe Pellegraino). It was then I decided to call corporate to have this matter resolved and still took 2 weeks to resolve the matter. read more

Do not rent from this location. It needs to be closed down. I came in this week to rent a car and Amber and Mary were both sitting on their asses playing on their phones and eating Chinese food. Then when they saw me come in they both disappeared and were gone for ten plus minutes. I had to wait for a girl who was already taking pictures of a car as I was walking in to finish to help me. Very unprofessional this place needs better management! read more

It worked out pretty well. I rented the car in Green Bay(air.), WI and returned it to Mokena, IL. The only problem was that the price was not the same on the receipt as what they said it would be. They handed me the receipt and it was $10 less that what I was quoted. That sounds good!.........but they emailed me a receipt that was $10 more. I think the 2 different locations have a communication problem. I drove the car 1 way, so the price was over $100 either way. It's cheaper than flying! I booked it online, if that matters any. read more

THIS PLACE DOESN'T EVEN DESERVE 1 STAR! So I was in a car crash September 5th. It was the other parties fault. Her insurance was suppose to cover for everything including the rental car. I go to this location because the insurance told me too. I call a two days ahead and they were having computer issues and they told me they would call me back. They never did. I call the again the next day and this time everything was fine and I made sure I had a car ready for me. I go to pick it up on October 28 and I had a women with the initials DI who was helping me. (I think it's an I) She was sweet but she NEVER told me the real prices of things. When trying to get me to do the gas plan she said, "You can bring the car completely empty and it will only be $2.49." I replied, "Only $2.49 for total?" She said yes. Well.............. She was wrong or she lied on purpose! I saw the board behind her and it said $2.49 PER GALLON. So I declined the plan. I picked out my car, filled out the paper work, and I was on my way. I returned the car November 1st. The same lady who greeted me helped me again. She made returning the car really easy.... A little too easy and I asked her if I need to pay for anything. Or fill out any paper work. Or if she need any information from the insurance . She said no. Yesterday, December 2nd, I saw on my account that Hertz took out $175.50. Making my account be -$160. I call this location and after speaking to the guy he said, "would you like to speak to the manager?" I said yes. He then said, "oh.... Well he isn't here. He is at another location." Why would you offer me to speak to the manager if he wasn't there!? I asked for the location he was at and he gave me the number. I called that location and the girl there said he will be back 15-20 minutes and he will call me. I waited an hour. I call again for someone else to answer and this person said he left an hour ago. Okay.... That's not what I was told before. So I call Mokena again. He wasn't their either. I left my name and number at TWO LOCATIONS. I waited since 1 for a call back. Never got one. I called at 6 not knowing they were closed. So being annoyed that my MONEY IS GONE and being LIED TO. I call corporate telling them the situation. They said that since my account was closed on the 9th and they took the money out yesterday that they would waive it. That I should get the money back with in 4-7 days. GREAT! AWESOME! I'm happy..... I get a call around 9 am from this location. Saying they need declaration to prove my liability. So instead of fucking CALLING ME AND ASKING FOR THE PAPER WORK you're just going to take the money out. No phone call, no email, NOTHING. So going back and forth with my insurance company I FINALLY got them to send the paper work. Which was around 12. Obviously nobody knows what the fuck they are doing at Hertz. Everyone is telling me something different. This is finals week. I don't have time to be dealing with this bullshit. So avoid this place at all cost. read more

This place needs to be closed. I rented a car with over 37000 miles on it. Drove to North Carolina which is over 800 miles one way and then back. I returned it after hours and left the keys in the drop box. I then get billed at the standard rate for all 3 days not just one even though I prepaid for the first 2. I also got charged for $27 in gas and a $100 cleaning fee. I topped off the tank myself and the car was clean. When I looked at the itemized bill it stated I had returned the car with only 149 miles more then when I had picked it up. So the car that was short on gas and dirty I can easily prove was not my vehicle!!! Seems like they put someone else car return report on my account!!! The manager at Mokena wouldn't even speak to me and the customer service line keeps telling me that their records indicate it was dirty and short on gas. No one has enough common sense to figure out since the mileage doesn't add up its not her record!! Ill be damned if I pay for someone else gas and dirty car. I'm about to call Mastercard and dispute the whole charge. I understand people make mistakes but Hertz needs to correct their error. Never renting from Hertz again!! Already contacted the BBB, surprisingly Hertz currently sits at a F rating!!!! read more

Clean car, good prices, no problems. Pretty quick check in and check out processes too. Conveniently located within walking distance of a Metra stop, although I didn't need it. read more

I am beyond disappointed in Hertz Mokena!! I reserved my car rental for 9:30am and had to wait 3 hours!! This is just not acceptable, they didn't even ask if I wanted to upgrade for a car they had available! They just assumed I wouldn't want that! I ended up canceling this and going with Enterprise. This is my first experience with Hertz as we always use Enterprise and I have to say I will never use them again! From a business owners prospective I would be ashamed if this was my business! read more

Car was returned with a full tank of gas and was told that it wasn't at their standard of full and they charged us $23 for being short. Without any explanation, they will charge you without notifying you first. Bad business. read more

Fantastic customer service at this branch. Jennifer does a great job as Branch Manager of this location. I will definitely rent there again.

I never thought I would say I love a rental car location. Typically 2 stars is "good" in the realm of car rentals. Jennifer and team at the Mokena location are fantastic and I actually look forward to renting from them. They are quick, responsive, and treat you very respectfully. If there are any issues they right them immediately. I have closer options for renting, but wouldn't consider renting from anyone else given the choice. read more

I recently switched over to this location for business trips. Jennifer is amazing and she calls me by name when I walk in. I can call her with requests and she is very accomodating. Great service and great cars! read more

This was my absolute worst experience with a car rental ever! The associate processing my rental was too distracted talking about the game going on at my destination to notice he entered the wrong time for the return time of the vehicle. Despite having confirmed several times (at least 15 times on the phone and in person that the return time would be by 11:30 PM), he entered 11:30 AM. So when I returned the car at 9:00 PM (two and a half hours earlier than we agreed) it was considered late due to his mistake entering the information. This ultimately led to a double charge on everything, from the additional driver fee, additional day fee, and double the insurance coverage. Additionally, the gas fill up offer they mention in the beginning is NOT a better deal than you filling up yourself! They charged $40+ for a fill up, though I filled it for ~$30. When I realized this, I called and removed the fill up fee and said I will fill it myself. Their math is done in a way to scam their customers, either by charging a different price per gallon or not using the accurate gas tank size for each vehicle. Either way, it's unethical advertising it as a better deal than filling the car yourself. When I returned the car with a full tank, they still charged me the gas fee, despite having filling it and getting a confirmation code on the removal of the fee! On top of this, the car had absolutely no headlights, the lighting was so ridiculously dim I had to use the high beams most of the way. Additionally, they refused to use my AAA card to give the discount for members, which was not a huge deal but just disappointing. When I called them regarding these issues, the woman who answered the phone said I'd have wait for a call back which took about a week! When I finally got a call back they gave me a run around for hours; I was transferred to 4 or 5 different individuals over and over again. It was just unnecessarily exhausting arguing with them for so long. When I spoke to the individual that processed my rental, he didn't deny my complaints but avoided admitting his mistakes with specific words that wouldn't qualify as an admission of guilt either due to pride or to attempt to protect his professional reputation (which seemed pointless might I add). I rarely complain, especially when it involves someone else's job security, but this was such a horrible experience, and he was so unprofessional, I had to share my experience. Overall, this was such a terrible experience! You're better off driving out to the airport locations, trust me! They're incredibly unprofessional! Go elsewhere! I wish I did! read more