They will cancel your reservation all together if you do not pick up within 1 hour of the pick-up time. Even for PREpaid. I was shocked & sick because I work hospital & got stuck. Then to go pick it up the location was annoyed I even came in after the 1-800 help desk told me I should not be told that & just go get it! The worker reluctantly set me up with the car that was holding for me. And made sure to say "for future reference" my response was I Will Not Be Back. I was the bigger person & ended on a good note by squashing my anger & making a joke. I even apologized . I cannot be rude ever... I ended with a car, so I guess that's a win?? read more

Will not use Hertz again. Not sure why I did, as I've always used Enterprise and have had excellent service. The O'fallon, IL location was slow, not friendly, dirty cars, lack of selection, no walk around as they just sent me pics of the car I rented. When we walked in, we were ignored for about 5 min even though no one else was in there. She couldn't even say hi, I'll be with you in a few. Then a bunch of her friend walked in and were being very loud and obnoxious. The day before I needed to return it, I called multiple times for about 20 minutes with no answer. I then called several other locations and no one would answer. Will happily keep my business with Enterprise in O'fallon, IL. read more

We had a reservation a month before our pick-up date. Fifteen minutes before our reservation time I received a call stating they had no vehicles and that I needed to call to other Hertz locations if I still wanted a vehicle. NOT thinking this is my job but reluctantly calling around i was told I could not transfer reservations and could only make a new on. Decided no thank you and called for refund. AVIS we're on our way. There's no option for negative stars... 18006544173 I'm sure you'll have the same issues so here's the corporate number. https://youtu.be/4T2GmGSNvaM?si=tneWoCzAvDzdo1vs read more

It was fine, I did get a car when I need it. I can't say a whole lot more positive. I definitely wasn't greeted with a smile, or made to feel welcome. They allowed me to get a car about 2 hours early which is nice. But they didn't even have the car I ordered. I will say that I forgot my wallet in the car and didn't realize it for months, when i remembered I called and they had held it for me. read more

They had given me an electric car. when I said I didn't want that as I had no way of charging it at home overnight they charged me $15 more a day for an "upgrade". shady business practice and I hope they're all unemployed soon read more

Teiriana Wooten was amazing. I got a managers special deal not realizing it's a Electric Vehicle promotion.. ( my fault not reading the details) It's a cool car though, and decided to try the Tesla out anyway . . Teiriana took an inordinate amount of time explaining things to me and showing me how to work the car. she did a great job. , and it seemed pretty doable to do an EV. but once getting to my destinations, I the realized that THIS type of car just wouldn't suit my changing needs and distances. Tieriana was very understanding and i will be exchanging the car. THANK YOU Tieriana for your patience and being so pleasant. Kindness and friendliness goes a long way ! Mary Ann D. . read more

I've rented from this location a few times, while customer service needs a lot of improvement, I try to give people grace and look past a lot of things. I made an online reservation on Tuesday of this week. Arrived at my rental time of 12:30pm today/Friday, only to be met with the usual unfriendly subpar customer service. The rep walked in from outside without greeting me and asked if I had a reservation and what was my name. She proceeded to say that they'd tried to call me. I asked what time and what was the message. She said around 10am they'd tried to call and that they didn't have any cars. I asked what was the alternative and the response was they could put me on a waiting list for a return.I declined since I was on a time schedule for travel. The rep did not apologize for the inconvenience nor offered any other alternatives. When I walked out, I immediately contacted Enterprise down the road and they were very pleasant and took care of me. Clearly saving a few dollars at Hertz is not worth the risk of jeopardizing good quality customer service and comfort of knowing your reservation will be honored. I will not utilize this Hertz location again. If you need a rental in this area, definitely check out the Enterprise down the road! read more

If I could give zero stars or negative stars for this place, I would. Waited over an hour on Friday morning to even be served rented a car from them to drive my newborn baby back to Atlanta Georgia. One guy was new so I can't fault him for maybe being slower than the average worker, but the other employee was just playing on her phone. This is ridiculous! Don't go here! read more

The vehicle type that I reserved was not available and the vehicle they gave me smelled like cigarette smoke.

I believe in giving a company more than one opportunity to provide excellent customer service, but this did not happen. The employees could be more friendly and understand what friendliness means to a customer. During my first visit, I reserved the car for 8:00 am. I got the car at 10:00 am. The vehicles always need to be cleaned. It's as if they don't wipe down or vacuum between each customer. My second rental resulted in me not getting the car for an additional hour because it was unclean. The second vehicle was only partially clean, but I had to take it because I was in a hurry. After returning the vehicle, I checked my credit card statement, and they had two holds on my account, one for the total car rental and another for the rental with a $200 deposit, which resulted in $738.00 in charges. I contacted the location, and they told me they could not assist me and instructed me to get the billing department. After waiting on hold for 72 minutes for billing, I was told to call my bank; WTF. I will never rent from Hertz again. The customer service all around is TERRIBLE! read more

If it were possible to give this location a negative 5 star review I would. We made a reservation for a car for this location months ago. Upon arriving we were told the customer in front of us was given the last car in our rental class. We were offered a electric car which wasn't a legitimate option as we are traveling through rural illinois. So we had to go outside and call a competitor rental company and thank god they took our reservation and honored it u like this location. While outside placing our reservation with the other company, the manager of the location that just told us that she was out of cars rented a car to the people in front of us and put them in an SUV and we asked her is that an electric car she said it'll was not, but she said that they got that car because that's the class car that they rented. We were not even offered a different class car. I would have paid any upgrade. The manager at this location is absolutely rude beyond belief. Run from this location I would never recommend this location to anyone. read more

AVOID at all costs. You'll waste so much time waiting in the lobby that you might as well have went to enterprise. You WILL NOT get the type of car you reserved. Whatever you end up getting WILL need to be serviced for at least an hour. read more

Helpful tips. 1.) all the cars in inventory are automatic. 2.) they might have a Silverado in. 3.) your questions might be considered loaded. 4.) chime cards are pre paid cards. It's important to know this before you entering the store. Trust me, It will make the process so much easier. read more

I rent cars usually 2 weeks a month for work, and my hands are tied that I have to keep renting from Hertz because of contracts but if I had any choice I'd never rent from this particular location. The staff (with the exception of one lady who works there) are terrible and clearly not enthused to be at work. I've even had the drivers tell me about how much they dislike it. Way to go on your customer service! Last time, not only did they give me a car that was nearly empty on gas and then charge me for not refilling it on return but the employees showed up late for work causing long lines at their 8am open time. Thanks for making me late for my meeting because you can't get to work on time! I rent from a lot of different Hertz locations, all airports except this one, and while a lot of them have their quirks and I've had some bad experiences none of them top the incompetence of the O'Fallon property. Literally every time I rent here something goes wrong. I could write a review that would look like a novel based upon this place. And they wouldn't care in the slightest. I'm a President's Circle member and a forced loyal customer but they don't acknowledge that at all. Its annoying because their loyalty program comes at a cost to enroll. Each time I turn in a rental I fill out their customer service review and I have never once been contacted by anyone from management. At least the cars are typically nice. read more

Don't bother trying to get a car through this location I had a reservation at 10am and had to wait 4 hours to get a car as I watched them give cars to countless other people while I waited, do not recommend using this location or company at all. read more

I want to start off this comment with i almost never leave reviews, only if the customer service is extremely good or extremely bad. This location was EXTREMELY UNPROFESSIONAL!! There are countless reviews on Yelp about the customer service as well as the cars. I expect my car to be ready for pickup at the time of my reservation. According to reviews, AND my personal experience, these people do not even clean your car until you are there to pick it up. I waited over 30 mins for my car. The car was also still incredibly wet from being washed. Please do not get me started on the terrible customer service as well. No one speaks to you when you walk in as well as terrible communication. I did not know until 10 minutes later that the lady left to go clean up the car. I have had no problems with hertz or other rental places when I pick up from the airport locations. I have no idea how this location is even still open from the other 1 star reviews. I wouldn't recommend anyone to this location. read more

I have had good results renting from this location, and I rent from here often. My car is always ready when I stop in to pick it up. Never any issues with booking. And Andrew is consistently great with customer service; he always greets me with a smile. read more

These people are a joke. I will never rent a car from these people ever again after many years of service through them. I will never refer anyone to them. Their employees are rude and disrespectful. After I made a reservation and prepaid for it. The day day I was supposed to rent my car my credit score prevented me from renting even with the $500 deposit. They denied allowing me to rent and told me to call customer service to get my refund and said that I shouldn't have prepaid. After calling customer service they said it would be 7-10 business days to get refund. Waited 20 days still nothing. I called back and they told me that my request was never processed then had to wait another 7 days. Never again. read more

I received a rental car from Hertz while my vehicle was being fixed at an auto body shop. The rental car they dropped off for me to use was disgusting, the seats were stained & dirty, the car had an awful smell of stale smoke (it was suppose to be a non-smoking vehicle) and the exterior had large pieces of paint peeling off the front bumper. Why anyone at Hertz thought this was an acceptable vehicle to rent out is beyond me. The insurance company is paying for the rental, if it was me, Hertz would not be getting paid for the use of this vehicle. Unacceptable customer service. read more

We won't be using this Hertz location again. Although they are located close to our home, the staff are uncaring, I felt that we were bothering them when we were picking up the rental. One time when we picked up a rental, the inside of the car smelled like an ashtray. We refused the car and ended up having to ride with a friend instead. This last time, they gave us a car that wasn't even washed. At least the car looked clean and smelled clean on the inside. The employee was saying something about the person who washes the car the evening before, but I stopped listening because they were not going to wash it. The car had a faulty tire sensor, indicating a low tire pressure when the tire was not low; I purchased a tire gauge to check the pressure. When I told the employee when I returned the car, he said that that doesn't sound right. Again, didn't seem to care. If renting a car here, don't expect any support. read more

We just rented a car from Hertz. First we were given a car that smelled of smoke. After getting a new car, we went on our trip. Came back and are told that we will be charged $300 for excessive pet hair in the car. There was never a pet in the car while we had it and there is no pet hair anywhere in the car we returned. Of course there is no manager here to speak to. The price was good, but not worth the hassle. We will be sticking with Enterprise from here on out... read more

Poor customer service, additional fees, difficult to get a car; my rental was 5 hours late.