Hertz Rent A Car

I have a love-​hate relationship with the Hertz in Midtown. I rent for work and have used Hertz Midtown 50+ times. Sometimes the experience is good, usually OK, and occasionally horrible. It’s been very hit or miss.
Pros:
–The staff that cleans the cars and does pickups/​dropoffs are typically extremely kind
–They’ll do pickups/​dropoffs starting 1 hour after they open until 1 hour before close
–Good, central location
–Less expensive than competitors (especially if you look for discounts/​specials online)
–Less expensive than renting from a Hertz airport location (the base price is typically the same, but airports have additional fees)
Cons:
–Limited selection of cars and sometimes a limited number of cars (there have been multiple occasions where I’ve placed a reservation days in advance and they didn’t have a car at the time of my rental)
–Varying quality of cars (I’ve had great, almost-​new, and very clean cars, but have also had cars that reek of smoke even a couple days into my rental or cars that lack fairly basic features, such as cruise control)
The customer service of those that answer the phones and help with the rentals themselves has varied greatly (though they are usually polite if you are a «regular»). Examples of not-​so-​great experiences I’ve had with Hertz Midtown:
In October, I had an incident in which I scheduled my reservation for 7am. When I called at 7:30 to arrange a pickup, they told me that they would be able to pick me up in 15 minutes (This was perfectly find for me). I never heard back so I called back at 8:00, they told me they didn’t have ANY cars but that they would have something soon and would call me back in 15 minutes. Again, I heard nothing from them so called back 20 minutes later, another promise. This goes on until about 10:15 when I ultimately cancelled the reservation and used my own car for this work trip. After this, I actually stopped using them for 3 months. The primary reason why I started renting from them again was because I didn’t want to put the miles on my car from the work trips.
Earlier this year, I went to drop off my car at 7:20am (they open at 7:00). The gate was closed and no one was there. Around 7:30, a staff member came and opened up the gate. The first thing the staff member says to me: «We are temporarily changing our opening time. We open today at 7:30 so you can too early.» I asked if this was going to change on their hours on the Hertz website or on the doors of their building, and she said no, just a temporary change of time. In our conversation, I didn’t hear a «Sorry» or acknowledgement of my wait; instead, she was adamant about telling me that I came too early and it was my fault. Because their hours haven’t changed, I got the impression that this change in opening time was because the staff member was running late that day. After completing Hertz’s customer feedback survey for the rental, I got a call back from their new branch manager. From talking with him, it sounds like he’s trying to improve their branch, so I’m hoping that it does.

Worst place to rent a car! Be careful they will scam you!!! they will charge you for days that you didn’t have the car.

I had a good experience with Hertz at this location. My car was being repaired and my insurance company rented this for me. The car was nice and clean. The rental was quick. They did hard sell the insurance but I am sure they are required to do this. They let me drop the car off at the repair site at the end of the process. They did not pick up and other rental car places did. It was not a huge inconvenience, I just called Über. Overall– 4 star experience.

Do not even think about renting a car from here. I dropped my car off at the body shop and was told they’d be here at a certain time– I got there and no one ever showed. They pretended like they never even knew about the pick up even though I confirmed with my name and number with two separate agents. They also told me they would send someone in 10 minutes and I waited an hour for someone to show up to the shop that was 1 mile away. They have ZERO regard for the customer or for keeping you stranded. The driver told me he wasn’t alerted about the pick up until 30 minutes AFTER I requested it for the third time.
They also don’t have any available cars– I made my reservation one week in advance and they still didn’t prepare for a single car to be ready for me. They told me I could sit and wait for an unspecified amount of time to «wait and see» if a car showed up. Absolutely horrible. Don’t ever come here for service.

Seriously the worst car rental experience I’ve ever had. How long does it take me to get a car ?! This guy is trying to help 3 people at a time. 45 min later and the guy keeps telling me 5 min and my paperwork and car will be ready ! Hertz — put a kiosk here for f sake !

Literally the WORST car rental experience I have ever had.
Working with a client from Spain who prepaid for the rental, when picking it up they ask for my American credit card to hold since I’m the driver. I halfway understand and agree. I agree to «pay» at the end but they promise I won’t because there is a voucher attached to the account. A few hours later they charge my account the amount.
Many emails and added stress later, the company SWEARS that it’s paid by voucher and I will be reimbursed. Fast forward to last day of this job– time to bring in the car. They say they cannot apply the voucher and need to close the account before allowing me to leave. I have to pay even though they agree it shows it has been prepaid.
How long does it take to take care of this?
Two hours. Two hours of me calling around and figuring it out with other Hertz to pay with the voucher.
Employees are mostly incompetent and not well versed in customer service. Or so it appears. A bunch of «nothin I can do miss» instead of «let me see what we can do for you»… Etc. As if your business is wasting their time to treat somebody else poorly.
Rent elsewhere if you want it to go smoothly.

This location is the worst!!! Avoid at all costs.
I arrived at noon to pick up my reserved car… waited for 45 minutes… then they told me they didn’t have my car unless I paid 100 $ extra. I demanded they honor my reservation. They didn’t, claiming I was an hour «late» to pick it up so they gave it away. Rude, slow, and didn’t have my car!

Definitely call before coming to this place as they have very few cars here. The manager is one in the same for the Crown Plaza location in downtown as well. Came here after a car accident earlier in the day to pick up a compact car that insurance had made prior reservations for. The guy at the counter said he didn’t have any compacts in either of his locations but that I can pay extra out of pocket for an upgrade. I declined and asked him he he can direct me to another Hertz preferably inside the Loop. He rudely said, «I don’t know what you mean by the Loop cuz I’m not from Texas.» I just walked out of that place when he said that and asked Siri instead. Someone more courteous and competent would have searched on the computer or made a phone call for us instead.

I made clear I was being reimbursed by another persons insurance and asked for help covering my ps and qs. I explained I had giecko full coverage but no loaner or rental coverage. I was unknowingly given insurance for damages to the rental that 1 were not needed because of my giecko insurance and 2 I would not be reimbursed by the other insurance company. The next day I went back for explanations about the damage insurance and why it was as much as the rental. I was told that’s how they make their money. So I paid more for the insurance I didn’t need than the rental and was only reimbursed for the rental not the damage insurance. Both giecko and the other company said it was completely unethical that you would sell me coverage knowing I didn’t need it. I feel ripped off. I should not of trusted the lady at the counter to help me.
I called 2 day in a row and was told id get a call back but never did.

They made an incorrect charge for my 1 day rental, I called them for a fix and they informed me they would call me back after taking down my information. No suprise here, never called me back.

I have been to this location on multiple occasions since it is the closest location to home. Each time I have had a bad experience. Never have I been able to obtain a vehicle without waiting (up to an hour), had poor service, unresponsive/​inattentive service, or had my reserved vehicle rented to another customer. As a hertz gold member I would expect better experience. My experiences with the galleria Westin hertz on the other hand have been great.

I can sum up this location’s employees in a few words: unprofessional, inefficient, condescending, sneaky, snakes. I will join the other guy in saying at least one of them is racist against a certain minority group, but Chris seemed to be the most competent and unbiased out of the that 3 my party had the great pleasure of speaking with… Don’t rent from here if you don’t want to experience a living nightmare. It’s a long story but basically my party was overcharged and a long argument ensued, it became personal, and the female Hertz manager Syeda acted VERY VERY UNPROFESSIONALLY.

Always satisfactory customer service. I never have to wait long. I also always gets Syeda on the phone when I call and she is very nice and professional. Whoever said they were racist is an idiot.
4−4−14 I’m editing my review. I come here at least 3x a year and always get satisfactory service. Don’t complain about them not holding your car– you made a reservation and you failed to keep it. Running late is unacceptable, they have a business to run. They can’t wait on you to show up when you want. Everyone here is great… The only reason I’m here for more than 5 mins today is because they’ve accommodated my preference for a difference car and they’re cleaning it for me.
Please someone tell me how they are racist?!

One of the worst experiences from a rental car location EVER. They did, however, pick us up quickly from our hotel, which was fine.
Someone needs to tell the employee named CHRIS that it’s no longer the 1950s and you cannot get away from blatant and overt racism. We had been sitting there for 15 minutes waiting for help. Chris walked in and helped another Causasian man who walked in the door long after we’d already been waiting. His female colleague politely pointed out to him that we’d been there first and he should help us. He completely ignored her and assisted the other man first. He then deliberately avoided all eye contact with us. I was furious. I thanked the female employee for telling Chris we were there first, and she was nice about it. Fortunately for Chris, he walked outside the building and narrowly escaped our wrath.
We walked out of there without renting a car and will steer clear of Hertz until they can properly train their employees in treating their customers with respect.

Horrible, Horrible! No car selection, gave away our rental because we exceeded a 30 minute reservation hold that they conveniently did not tell us about and then rude on top of that! Be warned, stay away…

Hertz did not make us very happy today. If you have to pick up a car within half an hour of the pick up time or they give our car away and you have to upgrade and pay more, they should let us know when we make the reservation. Horrible. And the lady was not very nice. If i could give no stars i would.

I will never rent from them again. They gave me one price and when I brought the car back they had jacked the price up $ 50. I tried to call customer service and the wait was over 30 minutes. Still may try again. I tried aaa because I got a «discount» from them and they were not able to help. Hertz is a lying, cheating company.

For the second time in a few months, Hertz has exceeded my expectations during a «crisis.» Today, they worked with me when my temporary credit card wouldn’t work, because the bank mistakenly put a suspicious activity hold on it. Everyone was so patient while I worked with the bank to solve the the problem and the agent was incredibly empathetic, because the same thing happened to her once with a temp card. I’m a #1 Club Member, so perhaps that is part of why I get great service, but I often get free upgrades when the car I reserved isn’t available and they are always just so accommodating with me. Thanks to the gang at Hertz Midtown! You are life savers.

Horrible service. It was a Friday and they just wanted to get off (no pun intended as it was still early). I was waiting for a friend to get off of work herself so we could go pick up the car. Thus we had no choice but to cut it close. I had used the website to reserve a car and lock in the price. When we arrived, the car was gone and they decided to rub salt into the wound by «letting us» rent a slightly larger car for doubled the rate. I had a feeling the reserved car wasn’t even there in the first place! Just horrible.