Booked a reservation over the phone with a Hertz representative. I provided a credit card number and was given a reservation confirmation. When I arrived on the day and time of the reservation, no vehicle was available. The "customer service" was nonexistent. Terrible company. Absolutely pathetic. read more

No stars! Customer service is non-existent. Picked up car at 3:30pm, Car broke down after 45 minutes with oil light flashing and car was in limp mode and mechanically broken down and left us sitting on side of I-81. Road side assistance took 9 hours until 1:30am to get us a different car. When we returned the replacement rental car to Winchester the manager was an obnoxious, offensive, and contemptible person. His very words "once you leave the lot you are charged in full and I won't make any changes to the bill" even though we had no use of a rental for the entire first day. As well as refusing to compensate for a $40 uber ride to my Airbnb in Harrisonburg to wait for the new rental--that roadside assistance told us to get and that Hertz would pay for. He says call customer service if you want to complain. The blond woman we dealt with on our pickup was great and helpful but the black guy at the time we dropped off the car on Thursday, 1/15/25 is nothing but a complete ZERO and a worthless waste of space. Fortunately Hertz corporate customer service was very helpful, however customers should not have to deal with incompetence and complete disregard by your local branch employee. read more

Worst service ever. I reserved a van over a month ago, prepaid, so I can move my daughter to school tomorrow. This morning I got a call from someone who told me that they didn't have a vehicle for me. They searched 3 states and nothing was available. At all. No suggestions given, but he was "nice" enough to give me a phone number so I could call to get a refund. By the way, when you call the number, they are very clear in the recording to tell you that they charge you to speak to a human being. Surprise, the first guy lied. When I did call the 800 number, the person there was able to find a van in Martinsburg. So now the van itself is $50 more than originally booked, and for the convenience of dropping it off in Winchester, that's another $20. My recommendation to anyone is to never do any business with the people in Winchester. They do not honor their commitments and are totally dismissive of the impact upon their customers. 800 number guy was great. He made the best out of the crap salad Winchester guy served me. read more

So far terrible customer service! I do not recommend dealing with Hertz rental cars nor State Farm car insurance. It just so happens we need a rental in Winchester, VA since someone hit our car here. They do not care about what we need and want. It's been a confusing mess. And it looks like it will get worse as we go along. What happen to taking good care of your customers! I can not recommend either company. read more

Awesone experience! Everything worked perfectly! To rent a car for nine days for a trip to FL and that was the best decision I made. People of Hertz agency in Winchester-VA are very professional and helpful. read more

After booking a mid sized car, the Hertz Rental Car in Winchester, VA called and stated that they do not have a mid sized car available, and there would be an upgrade charge to a vehicle that they do have available. This is about two and a half hours before I am supposed to leave on a trip. As someone who travels constantly, I have run into this problem before, however, the other three companies I have used (Enterprise, Alamo and Budget) have all apologized and upgraded me to another level without any additional charges (Excellent Customer Service on those companies). I will never use Hertz Rental Car again, especially through Winchester, VA. read more

Reserved a car for the week arrived to find out that they didn't have the car and could put me in something g but at twice the advertised price. Always thought if the store made an error they would try to accommodate the customer, oh well. read more

Do not ever rent from HERTZ! Especially this location. I am not one to write reviews (especially bad ones) but this has been so bad I am signing up on every platform I can. On July 6th I picked up a car following damage to my car. Admittedly, the body shop took longer than normal. Due to the time the repairs took the body shop preemptively contacted Hertz to tell them that they would take the bill for anything the insurance did not cover (I was on the phone when this took place). Weeks later, Hertz charged me $189.73. Of course, I had checked my account on Wednesday night and they billed me on Thursday. My wife and I used the budget account we had setup not knowing Hertz improperly charged us. So for 2 1/2 days we used the card while the bank charged us $29.50 per overdrawn transaction. It was not until Saturday morning that I realized there was an issue when my card was declined. I immediately checked my account and saw the $189.73. I immediately called the (11:23) Winchester Hertz and spoke to Ebony. She was very ineffective, could not find my records (even though I just dropped it off a few weeks prior). She said she couldn't do anything and said to call Corporate. I asked her if corporate was open and of course it wasn't. She said I needed a claim number so I said bye and abruptly hung up to look for it. I called her back (11:43) and told her I had it. She said "Can I call you back?" I said "I would rather stay on hold" she said "are you sure it could be 5minutes?" I again said yes and waited. 16 minutes went by and she never answered. Knowing what she was doing (waiting until close) I hung up at 11:59 and called back immediately. She of course did not answer even though I called 9 times. Yes 9 times because the bank was not letting me use accounts since the account was overdrawn so much. The bank said they could not handle it as fraud because I had in fact rented a car and instead said it had to be an "unauthorized" transaction which could take weeks to resolve. So of course I waited for Monday. Monday morning I called the Hertz corporate line. I spoke to a rep there who was able to locate all information and said that it was the auto Body shops fault. She said she would send me the receipt via email - I gave her the email 3 times and of course I never received it. I then called the auto body shop who confirmed my memory was not wrong and that they told Hertz to bill them for overages. The auto body shop then called the manager of the Winchester location. He said that she would call me back that day (admittedly could take awhile). By 5:20 I had not heard back so I called myself. I immediately but calmly asked for a supervisor. Ebony happened to answer and asked for my name, I provided it and she said "Oh, you're the one who called me Saturday" and I said, "Yes and you never called me back" she then had the audacity to use half truths and said "You hung up on my face" (referring to the first call in which she told me to get the claim number). I then corrected her and told her "No, you said you were going to leave me on hold for 5 minutes and instead left me on for 16 until you closed". She began to argue and I said "please just get me to a manager". The manager (Hillary) then answered and instead of apologizing or trying to make an excuse for their error immediately states "there must be a disconnect because we can't do anything for 10-14 days" I asked who her supervisor was and all she said was "Corporate". I then called corporate and spoke to a Jessica who spent 25 minutes researching what happened (took me an additional 22 just to get a hold of her). For the first time, someone from Hertz apologizes for their actions. She gives me the email for customer relations. At this time, I still do not have access to my money and Hertz is refusing to get anything done even though they admit they are at fault. The following day I still did not hear back from anyone so I call Hertz corporate again I speak to a Lavern who gives me a number that puts me back in the loop a "Johnny" who gives me the number to the claim department - claims for rental car damage. Johnny also tells me that even though they messed up, The auto body has to pay their amount first before they can fix anything. So I called the claim number which did not work and called the auto body shop again. The auto body shop then calls this Winchester branch and A rep answers and while I am on the call says " well we cannot let you pay because the file is closed...". The auto body asked for the manager who is in Front Royal. The auto body shop calls front royal location to speak with the same Hillary who says she can't even look at the file until 2. Steer very far from this place. I still do not have my money, they act like their causation issue is no big deal, I cannot buy groceries for my family at this time as the bank wants its money first. Ebony especially needs customer service training. read more

Manager picked me up right at cut off time, thank goodness! check out was fast and person that I finished with was courteous. The car is new and clean so great chance to see what new cars have in store too. read more

I love this Hertz because the people who work there are so nice and all about customer service. They don't push you into upgrading your car or adding things on like a GPS (they offer it but when you say no they don't keep coming up with other reasons why you should get it). I used to use enterprise all the time but I've switched to Hertz because of their customer service and also being a gold member (other car companies charge you to add on other drivers but if you are a gold member with Hertz your spouse can drive too for free). They are also super quick! I was in and out in about 20 minutes. Keep up the great work Hertz! read more

I have been a Hertz Gold member off and on for over 35 years. The staff at the local office in Winchester are the best. They always have my car ready, will pick me up and drop me off when I need it and are always courteous and helpful. The selection of cars is sometimes limited but I have always received a clean and comfortable car in the class I had requested. read more