Two people working. One line. One took 20 min with a person. Another on a long phone call no customer. Oh someone else showed up.

Super Chaotic! One location closed on us even with reservation. No clear instructions no clear direction. Getting someone on the phone is impossible!!!!!! I spent 2 hours making sure my husband didn't have to spend a night in Arizona due to communication issues. If your first timer on car rental don't use them! We were first timers and we were stressed! During this experience I was able to get Experian on the phone immediately and tried to help me even though I wasn't renting with them! Just take that into consideration when choosing who to rent with! read more

If I could give them a 0, I would. Bait and switch, so watch out. They keep changing the requirements and of course, they cost more money. They will happily take your money, over and over again and provide horrible service. read more

When visiting my son, I always land at Phoenix International Airport for their direct flights from Newark. Then I rent a car to drive to Tucson. It pays to sign up for free to become a GOLD member. You can skip the lines and go straight to your rental car. Why wait in a long regular line when you don't have to. I love that they let you choose any car you want on the lot for Gold members. Took me half an hour to pick one. Lol. They keep the cars pretty darn clean too. Be prepared to show your driver's license at the exit booth. Then off you go into the hot Arizona desert sun. There is another level above Gold and that is Hertz's Ultimate Series (President's Circle Status). Those cars are on a whole other level. read more

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We arrived after a long day of travel with 2 babies. the reservation was under my husband's name. We have done this multiple times in the past with no issue. Upon arrival we were told they would not give us the vehicle because my husband was not there. My husband even spoke with them on the phone and they told us we would have to make a totally new reservation. They then began raising voices and being extremely rude. We ended up going to Enterprise next door and they were kind, and promptly got us a 7 passenger vehicle for $85 a day. They even agreed that Hertz had terrible customer service. Hertz lost a customer and Enterprise gained one! read more

We travelled to AZ for spring training, my family of 6 adults. We reserved a LARGE 7 passage SUV. My mom is a presidents club member and when we showed up we had to wait in a 30 minute line to then be given a small toyota highlander. Again we have 6 adults with luggage and we are cramped in this tiny suv when we saw plenty larger ones available. We asked a representative if we could have a larger vehicle similar to what we originally reserved and she simply said "It says or similar so you will have to take the toyota or reserve a new one". We then had to wait another 30 minutes in the exit line just to leave!! We have always had great experiences at hertz, until now! This is horrible and the customer service was also terrible. read more

Hertz Rent A Car - reservation - Car Rental Near Me - Phoenix, Arizona

This hertz is located right in the airport. I'm a gold member and really don't see any perks to it. Not even a courtesy fee waived for being 45 mins late on dropping my car off which is fine. They do add an additional 29 dollars to your total rental. Also it's 18 bucks to simply rent from the airport. You can check in on the app and it will direct you to your vehicle. They have a directory which will clarify which area to pick a car. Honestly they were all the same whether gold or not. You pick a car and drive out. Upon exit they ask for your driver license and give you your rental contract. Dropping off was easy as well they simply instruct you to leave the keys and a receipt will be emailed. Don't forget to take a pic of mileage and gas just in case. Car was clean and decline the fuel through the app it's much cheaper at gas stations. read more

I had a very frustrating experience with Hertz that completely defeats the purpose of having Gold status. I arrived at the Gold Members section, where there was no line at all. The representative, who identified himself as A.J., was on his phone and not paying attention. After he finally noticed me and asked me to step forward, I gave him my last name. He then told me I did not have the status to check in there and that I had to go upstairs to general check-in. I explained that I am a Gold member and asked if he could simply add my member number to the reservation. He refused, saying he was "not allowed" and insisted I go upstairs--despite the fact that there was no one else waiting and it was just the two of us. When I asked for his name, he said "A.J." and immediately went back to being on his phone as I walked away. Upstairs, there were only two employees working, and I had to wait about 15 minutes to be helped. When I asked the associate if A.J. could have added my Gold number, she confirmed that yes, he absolutely could have. This was a complete failure in customer service and consistency. Gold status should mean something, and being dismissed while an employee is on their phone is unacceptable. This experience seriously makes me question the value of staying loyal to Hertz. read more

Waited forever to make changes to reservation. They need to staff the booth during the peak spring training season travel. read more

Hertz Rent A Car - Lots of stations but nobody to attend! - Car Rental Near Me - Phoenix, Arizona

We decided to do an upgrade when we checked in. The agent lacked total transparency with the add on fees, tried to charge for second driver which was already on the reservation with NO charge and then he sent us to the wrong spot for our car. We will never use Hertz again! read more

Fly in after waiting in security lines to board the plane that I understand. 1st their apt keeps pushing you to get coverage even if you already have it. Then it pushes upgrade vehicles. Why I choose want I wanted. Then you pick up the car and you wait over 30 minutes to exit because the attendant is not trained on how to do the job!!!! Jerry should give a refund or a discount on inconvenience. Due to not having the employee trained properly. Not her fault managements fault. read more

If I could give the PHX Hertz zero stars, I would. I am a "gold" member, but that doesn't mean anything. I specifically chose Hertz because they were the only company to guarantee a Jeep Wrangler. We had to wait 90 minutes in a hot, outdoor line for the Hertz employee to say he had to "pull strings" to get me a Wrangler (sir, that is what I paid extra for). I have never had any issues using other rental car agencies, so will never use Hertz again. read more

My wife rented a car from them for a spring break trip with our kids. The reservation was for $57.99 a day. When she returned the car, they charged her $135.99 a day. Our $500 car rental was over a thousand dollars. She tried telling them the discrepancy, but they did not budge. This is a predatory business that takes advantage of a mom at the airport with her three kids and lies to make more money. read more

The rental process was great, car was great, price was great; HOWEVER, I filled the car with gas about a mile from the airport and drove directly to the facility to return the car and it was still full of gas. I received the e-mailed receipt about 3 hours later showing I was charged $12.04 for one gallon of gas...ONE GALLON!!! WHAT??!!! How do you see one gallon short on the gauge? Do the employees at this location know the cars are never fully fueled due to the mile it takes to get from the nearest gas station to the facility? Are they actually wasting gas to drive to the gas station to top of the fuel and round it up to one gallon? How trifling are these people, or should I say these vultures? ADVICE TO ALL: Pay attention to your receipt because I am sure everyone is getting hit with this bogus charge from this company. read more

Phone line is busy 100% of the time. Calls will not even ring no matter what time I've called. I was overcharged and feel like I was scammed at this point. read more

Horrible, horrible, HORRIBLE! First, they tried to pull a fast one on me by saying that I had reserved an electric car when I had clearly reserved a Toyota Camry Hybrid. They drew up the bill for me and it totaled about $800 which was clearly not right. It was only when I pulled up the rental confirmation that clearly showed a Toyota Camry Hybrid that they went back and redid the rental bill. Now all of a sudden it's ~$300 like I originally committed to/agreed upon with Hertz! Come on guys, I wasn't born yesterday and if your salespeople can't understand the difference between an electric car and a hybrid then I am not sure Hertz should continue to allow this location to remain in business... Second, they gave me a car with Michigan plates, which are a big pain in Arizona. Apparently there is a bad reputation that Michigan has in Arizona where drug runners from Michigan will try to evade the law by coming to Arizona. So when you're driving the rental with the Michigan plates, you get a ton of unwanted attention from Arizona law enforcement even when you are doing nothing wrong. So on top of trying to scam me right off the bat followed by what seems like indirect retaliation... I give my lowest rating possible to this rental car location and am sorely disappointed in Hertz after this experience. I never had any issues at any other Hertz location so I'm hoping it's a one-off dud that I encountered here. read more

There are only a few things a business needs to do to be adequate: allow you to get your car, provide decent customer service, and provide details on how to return the car, especially in special locations. I ran into two relatively rude employees pick my car up. One questioned my choice of car and the other is apparently unaware of the inventory they have. Finding the car was a bit of a pain because of obtuse signage. Maybe this part isn't Hertz' fault, but I doubt I was the only person with issues. Some additional instruction would have been nice, but any above-basic level of customer service would have been nice, too. Finally, this location is in an airport. I call Hertz to talk to an employee and find out what is the best street get in the airport and drop the car off. Why did I call this number and press "3" to speak with an employee ? The automated line just disconnects the call every time. Of all locations for this to happen, Hertz in airports cannot have this happen, not once. In the end, what are we going to do? If you need a rental car from the airport, these companies have no incentive to be better because they're the only options. So be sure to have buffer fuel so if you have to drive around to find the entrance to return the car, you don't get charged an additional fee for for leaving the car with less than what it arrived with. read more

Hertz claimed that I returned the vehicle with a damaged windshield, and is charging me over $400 for the replacement, but does not have any photographic evidence of the damage. Hertz is unable to provide any proof that I returned the car damaged. The vehicle incident report was created two days after I returned the vehicle. I said no to their overpriced insurance because my credit card covers vehicle damage (and it will cover this), but the front desk agent continued to push me to purchase their insurance. No means no. read more

Terrible service. Gold plus membership is totally fake, our name was supposed to be on the board, not there, mile long line understaffed with one poor guy at the counter, two tired kids on a late flight at 1 am, took us over an hour to get a car, miserable. Don't rent from here read more

Hertz Rent A Car - Fake fake fake gold service is a joke - Car Rental Near Me - Phoenix, Arizona

The worst experience we ever had! We made a Hertz Car Rental reservation on the official website, and we even registered online before our arrival with no issue. However, during our visit at the Hertz Car Rental - Phoenix - Sky Harbor Airport, the agent checked my husband's driver license and credit card, and told us that we are on the "do not rent list". We were both very shocked and surprised, since we never had any record and didn't have any past due amount, and we haven't been renting from Hertz for at least 5+ years. The agent gave us a number to call, and asked us to leave the counter for her to serve the next party. I called that number and it was only available Monday to Friday. I walked back to the agent after the party finished their registration. The agents said, and then call that number on Monday. So I asked her to give us a proof that Hertz didn't rent the car to us, so we will get our prepaid money back. So the agent took my husband's license and credit card again to check. AND! The second time it went through and NO ISSUE at all! And it took her a long time to check with her colleague, and made 2 phone calls to asked her supervisor whether she should rent us a car or not. Finally, after her third try, she rent the car to us but took a long time and many hassle! read more

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

APRIL 06-11 2026. PHX Sky Harbor 1. We picked our car up & upon stopping at the gate, were told that the mileage & the odometer didn't match. Asked (Very politely) by the man, to go back. 2. Went back & told customer service the issue. They told us to pick out any car in the row behind them, basically same car. Loaded up a second car & got in to find out it reeked of cigarettes & a sour smell. Took our luggage out & moved to the third vehicle. 3. We waited to put our luggage in this 3rd car. I started it & a warning came on about low oil !! Now we kept asking for help from the employees inside & out. They just shrugged. 4. Got in a 4th car. It was dirty outside & the inside had not been cleaned or vacuumed. By that time, I was done. I just took the car. When I got to my hotel in Mesa, I noticed I did not have my laptop. I knew it was in one of the car transfers. I drove back to the airport. I went to cs & the funniest question was asked, "Which car did you leave it in"? 90% of the cars in that row were gone. I looked in the other cars & it was not there. Went to cs again & they gave me a print out of "Lost & Found" & told me to fill a form out online. 5. Drove back to Mesa. Now realizing there was no windshield wiper solvent! Pleasant news a couple days later, my laptop was found. I drove back to the airport & picked up my laptop. I was very relieved & grateful for that. 6. I returned the rental on the day as planned. As I was getting my things out of the side door of the car, another rental car hit me! I felt it & turned & saw the car now inches gliding past from me! He had more than enough room to go past, as the next lane was empty! To top it off, he never stopped to apologize & see if I was ok. He immediately sent his 2 girls & wife scattering into the airport. He finally sauntered over & said I stepped back. Look at it on camera, you'll see the truth. Great way to teach your kids to take responsibility for your actions. I had it at this point. I should have called the police but I was in shock & couldn't believe what just had occurred! I just wanted to go home. 7. Terrible beginning, terrible end. No, I did not go into cs for the 7th time & want to talk about all the issues. I believe that the entire rental should be comped. Not what anyone should expect from Hertz. Yes, I reported it to Hertz when I got home. So far, no response. read more

Just pick up your car and drive away until it's time to get out of the airport and they have the worst system ever where it literally takes five minutes to clear each car as it tries to leave disgusting use of traveler time read more

Hertz Rent A Car - Worst ever - Car Rental Near Me - Phoenix, Arizona

Wow, should have read the reviews before booking Hertz in Phoenix, rookie mistake. We arrive and there is a small line, but we decide to follow the big QR code sign that says, "you can skip the line and go to your car". We complete it, and it says "done and checked in". We receive a text, and are supposed to receive a follow up text so we can choose our vehicle even though we never do. I'm down stairs in the ridiculous heat expecting to receive a car assignment, so run over to the Gold Counter where the customer service representative, Carlos I believe, is super rude and not helpful at all. Basically, "you are not a gold member so you are SOL and get lost". No one was down here, and I actually am a gold member. We run upstairs with our baby and luggage only to stand in a line that takes 45 minutes. They then tell us there's an issue with the spouse driving the vehicle, though we had no issue in the past. Terrible experience. I chose Hertz because of the good and quick experience we had in SF, but will never choose Hertz again, especially not in Phoenix. read more

This is the third (& final time) I am renting with Hertz, even if I have to pay a little more with another rental company. Name's on the board to proceed to "President's Circle" and there are no cars other than a handful of electric vehicles (one of which had "no key" written in chalk on the window). No vehicles in "Gold" and about a dozen or so in the premium section. We proceed to the counter and the employee was such a jerk! I guess we are fortunate that he put us in a Ford F150; however, it was a crew cab and ridiculous to drive! He indicated that if we were not satisfied with it we could come back the next day to exchange it (talk about an inconvenience). We had such a difficult time parking it at the hotel and just overall managing to drive it that we took him up on his offer, but... No vehicles available the next day when we went to exchange it! The employee we had was better but he disappeared after a manager on duty offered to help us. She somehow managed to get us a smaller vehicle (Toyota Venza) and she was very nice about it so this review doesn't reflect her but rather the overall service of Hertz and how horrible of a company they are. Have mainly been sticking to National for most of my trips as they have been the lower rate and just going to stick with them for future rentals. read more

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

Wow..I had such a wonderful experience renting from Hertz....wayy above my expectations that I was so compelled to write about it! After finding out that I needed to take a day trip to run some errands in the Greater Phoenix area, I got a round trip ticket to PHX and ended up book a rental car with Hertz through a third party website for just a day. I had rented a car many times from different companies at many airports before...but..this time..it was wayyy better than other times that was so good beyond other experiences I had had. Before the trip, I got an email to sign up for Hertz Rewards so I could check in ahead of time for free (kind of like advance check in for your flights..but for this one..for your car). I ended up just doing it because I didn't want to waste any more time at a rental car counter...and didn't think much about it. Once I arrived at the airport, I followed the instruction on the app..and I guess they even upgraded my rental to a presidential membership and redirected me to pick up any car parked around the presidential area. Well, guess what?!?!? I got a Tesla...and my first time driving it even! I loved the experience so much..and their staff was so nice to me. After picking up a car, I told the lady I never drove a Tesla before but I was keen on trying it. She spent quite a bit of time teaching and telling me all about the cool functionaltiies of the car. Then, off I went! It was such a painless experience picking my car up. No queuing..I got to pick any cool car I wanted...and the customer service was great! I had so much fun driving the car. When I dropped the car back six hours later, the lady who was inspecting the car drop off was friendly. I asked her more about the car because I was so interested in it and she was so happy to provide some information that she knew. All in all, I spent $75 for a cool rental car for a day and no additional expenses! I loved it! Check it out if you can. I think next time..this experience made me lean towards renting for Hertz in the future again, too! read more

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

So far waiting an hour, 1 person behind the desk to serve a line of 15 people, will NEVER rent here again, or hertz

Horrible exit experience. Waited 50 minutes to get out of the garage!!! Then they sent us back to the counter with our rental car. We already were at the counter once! Get me out of here. read more

I arrived late in the evening to the airport and went to rent my car from Hertz the lady at the counter was amazing and treated me fantastically well. She even helped upgrade me for a deal. She was kind and happy and made the experience nice and easy! Would highly recommend. read more

Worst car rental experience I've ever had. Took me over an hour to pull out. Customer service was ridiculous, then couldn't get out of the garage. read more

Carefully document every detail of the rental transaction, including the time you pick up the rental vehicle, the car's condition and the time of return. Take photos and videos of the car before you drive it off the lot and when you return it -- along with the location of the return. Make sure they're time-stamped. Save all of your rental car documents and read them carefully. Take notes of everyone that you talk to, especially if you become involved in a dispute. Try to return the vehicle to an in-person agent when possible so you can get written confirmation of the return. Research rental car companies to make sure they don't have a bad reputation for customer service. By following these steps, you'll hopefully have no mess to untangle when you arrive home. read more

Very long line and sometimes no one was at the counter. After we left the counter we had a 30 minute wait to get through the gate. Never again hertz. It took us 2 hours to get a car that was reserved and we checked in ahead, read more

Shoutout to Dan -- the man with the cowboy hat -- at Hertz! After a frustrating 4-hour wait with another rental company inside the Phoenix airport, Dan stepped in and saved the day. He was incredibly helpful, friendly, and efficient in getting me and my family into a car for our trip back home to Sacramento. His positive attitude and professionalism turned a stressful situation into a smooth and pleasant experience. Thank you, Dan, for going above and beyond. You're the GOAT! P.S. - From now on, our family will only rent from you and Hertz when in Phoenix because of the way you treated us. read more

First time ever renting a car in my life I was very nervous and scared. I read all the bad reviews and I want to say all of them are wrong except the part where it is expensive. It m is not cheap to rent a car or at least a well maintained one. Ahead of time, I downloaded the Hertz app and just made an account with them and became a gold member immediately by making the account. Becoming a member means you can bypass the line and not have to wait and you can walk straight to your car immediately. Even though I picked my pick up time at 1 PM I got to just walk right in and go pick up my car at 12 PM. It was super fast. Everyone was super nice and friendly and dropping it off was no problems at all. Also, the car I chose was super clean. It smelled amazing. It drove very smoothly and I had no problems. I will definitely be renting from this company again. read more

I recommend steering clear of this Hertz location. My mom and I rented a Jeep Renegade from them and had nothing but problems. First of all, the car was absolutely filthy on the outside when we picked it up -- it was covered in bird poop. I noticed the same for many other cars in the lot. We had issues with unlocking the Jeep, regardless of if it was using the physical key or the key fob. The car alarm went off every time we unlocked the car. We called Hertz to see if they could switch out the car or do something about it, and they weren't much help. It was very embarrassing to have the alarm go off every single time. The customer service representatives that we spoke to on the phone were really nice, but the ones working the counter when we returned the car were very indifferent and not helpful. The whole experience was stressful. I would avoid this Hertz at all costs. read more

I had a situation with fraud on my accounts and had a temporary CC that I was told wasn't accepted by Hertz when I went to pick up my reserved vehicle which I desperately needed. I asked if there were any other options to put a deposit down and they woman at the desk said no and then left while I called to try and have the reservation cancelled. I cancelled the reservation myself and she never came back so I told some gentleman who seemed to be a supervisor that I'd cancelled my reservation and he couldn't be bothered to do or say anything more than just give me a head nod and then look away. Now I go online to find out they absolutely can accept debit cards and there are other options that require a credit check etc but these people just didn't want to. So I took a $50 uber to where I'm staying and am now stranded without a vehicle. Worst customer service I've ever experienced. read more

I love being a Gold member-especially when I arrive and see my name on the board with a location where I can pick any car I want. There have been some instances in other states where there were no cars available, so I always approach the lot with a little bit of hesitancy. However, when I arrived in Phoenix, there were plenty of cars to choose from. The car itself was clean and well maintained-no issues. The checkout process was easy-provide my license, confirm any damage to the vehicle before I took it and off I went. However, the exit isn't super clear, and I ended up circling back through the return lane. When I came back to the exit station, the attendant had to go through the whole process again. Oops. Otherwise, it was a painless transaction and I felt like we got a good value for our rental. Just watch out for the exit sign and be sure not to return immediately like I did. read more

Rented car for my wife. Told she could have a BMW which we paid extra for and they give her a Ford Mustang which was overpowered. Told at desk they don't rent BMWs so they lied. Car was filthy and needed to be washed. I am shortly on the phone with customer service to log a complaint - finding the CS # was very difficult on their website. Regardless will never use again. read more

They never recognized my return, even though a person wrote on the windshield when we came to drop off. 4 days later they are still charging my card for each day apparently. System says it is still out. How does that happen? Seriously. Called the main hertz number and they said they are looking in to it. It will take 24 to 48 hours. Then called the Phoenix location to get answers, call forwarded did not work according to the message I got and I was hung up on. They overcharge for cars they rent and they do not know how to check in cars either. Beware. read more

Huge lines everywhere. Virtually no cars in the lot. Was upgraded to President's Circle but could only find a car with a Maintenance Oil Filter error. Argh. Then had to wait through a huge line to get out. read more

Hertz Rent A Car - Huge line to get off the lot. We're only running one lane!! - Car Rental Near Me - Phoenix, Arizona

Horrible service at return. Airport signs for return were very confusing. Taking 30 minutes to find the return area. Overcharged with not agreed charges. No costumer service other than emailed. Tinny car with many service requests showing. read more