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March 2024 by LaToya Hart
I am not satisfied with the service received. The company website didn’t clearly indicate that I may receive an electric car if a gas car wasn’t available. It also didn’t mention that I would unknowingly be assessed an up charge for the upgrade that I did not request - nor was I made aware of. More importantly the agents in your rental location didn’t clearly advise me they were going to assess an upgrade fee. I was made aware of the increase in price when I questioned the amount being charged to my card.I believe transparency is important when conducting business. I feel the representatives at this location tried to force me into paying an extra fee for an upgrade or risk losing the funds paid in advance - which truly isn’t much of an option at all.I will not consider using Hertz for my rental car needs in to future and I will advise others against doing so; due to the poor quality of service and hard sells tactics.
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March 2024 by Nick Gabriel
Had I reservation for full size. Arrived on time and waited 30 minutes in line. They did not have my car and offered small size SUV. The car was old with 48,000 miles, beat up, lots of dents and scratches, none of them documented on the photos. I was not happy, and told the manager Lexus Prince, that I will gave them bad reviews. She got mad because of this and canceled my contract. Evidently reviews aka free speech are bad things, and require retaliation according to Hertz and their employee Lexus Prince
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March 2024 by kareemah Davis
Myself and my husband took a Lyft to the Newark location to pick up a car. Our car is in the shop and renting a car instead of catching Lyfts was more cost affective however we got there and my credit card company would not approve the transaction because I had already spent $3,000 that morning. Anyway I was upset but Mike Was Amazing! His customer service was impeccable! Even though I was upset he was very respectful and sincere I could tell he really felt bad. He told me don’t cancel just yet so I didn’t. Long story short I went home and ended up canceling. I spoke to Mike and he was so sorry this happened to me. He was genuinely sincere and it really meant a lot to me. He told me to try Turo and MIKE YOUR HEAVEN SENT I GOT APPROVED AND PICKING UP THE CAR AT 2:00! THANK YOU SO MUCH MIKE YOU REALLY MADE MY DAY
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March 2024 by Rebecca P.
I picked up a car today (not even the car I wanted but got a replacement SUV) and after driving it for 16 minutes the check engine light came on. I have spent the majority of my day (10 hours) calling the Hertz customer service line for a refund. After being sent from department to department I learned that their billing department was removed from their phone options. Unreal. I will never use this company again and I do not recommend it to anyone.
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January 2024 by S S
I rented a vehicle on Saturday 12/9 for one week. I stood in line for over an hour. The location closed at 12. I didn’t get my paperwork until 12:33 and car at 12:40. At that point I was late for an important appointment, so I had no choice but to take the car that reeked of Weed and cigarettes with hopes the smell would dissipate. Also, the electric battery was only on 40%. The next day I called customer service and was provided a case number for my complaint about the smell and was offered to have the vehicle switched at the PHL airport which is 45 minutes from my home. I opted to wait until Monday to switch the car at the local location. On Monday 12/11, the district manager, Drew, exchanged my vehicle for a Nissan Rogue. The interior was dirty but I did not to complain. There was also a hole in the seat that had been patched up (see photo). Later, I learned the key battery was low. I had trouble opening the door and started the vehicle for the duration of the that rental.Since I picked up the car at 12:33, I dropped it off a little after closing on Saturday 12/16.I paid for the vehicle with my Platinum AMEX card which grants a 4 hour grace period.I wrote the time of drop off on my agreement as the drop off box requested.When Lexus, the general manager, inspected my vehicle on Monday morning, she charged me for 2 additional days and 2 late fees. She also charged me a $95 refuel charge.On Monday evening when I returned from work, I reviewed my charges and called the location ten times to no avail. I had to get in my car and drive to the location and wait in line another 20 minutes.I heard Lexus renting a Rogue to another customer that looked just like mine, so I interrupted requesting to see the odometer before the customer left with the vehicle because I was charged for a refuel fee. I filled up the tank right before I returned the car. Lexus told me she was helping the customer and she’d help me later. When I got to the register, of course I was annoyed. I had to drive to Hertz 4 times for 1 rental. I attempted to call, and they didn’t answer the phone; plus, I was overcharged.Instead of Lexus disarming a frustrated customer and deescalating the situation, she told me that she wasn’t going to help me, told me to call customer service, and walked away from the counter. Another representative, a man being trained, was very polite and apologized for my treatment, but he was unable to assist me, for it was only his fourth day.When Lexus returned she did not want to help me, but the male representative said that he would like for the issue to be solved.Lexus decided to look up the fuel charge and said that the care was returned with a full tank. She did not apologize or admit it was an error on their behalf. She said that she will absolutely not return the late fees and said that they do not honor any return after hours. All rentals will be charged until the next business day. I told her about the AMEX grace period. She said that Hertz does not offer 4 hour grace periods, only 30 minutes. She said she “works for Hertz not Amex.”Lexus then called the district manager because Lexus was totally unfamiliar with the AMEX partnership. Lexus handed me her cell phone and Drew, The district manager, refused to honor the AMEX grace period because even though I paid using my card, I did not use the AMEX code when booking.Drew also refused to accept my photo with a time and date stamp documenting when I returned the car.I told her that the drop box says that the “your responsibility for vehicle condition ends once ….” That does not mean I am responsible for paying for the vehicle. Drew also didn’t care that I picked the vehicle up at 12:33. She said all vehicles must be turned in by 12:00.Drew and Lexus’ service was by far the worst customer service I’ve ever experienced at car rental facility in my 42 years of life.When I left I immediately called customer service and was credited for all charges and granted additional loyalty points. The representative was very accommodating and understood my frustrations.
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January 2024 by Merlyn Bowen
Only selected one star because zero stars was not an available option. The absolute worst rental experience of my entire time as a Hertz Gold member. The vehicle barely worked, with the check engine light coming on constantly. After unfortunately leaving my garage door opener in the vehicle and the kind Toyota staff leaving a number of messages for the hertz staff after my 18 calls were ignored first thing this morning, I have been waiting for over 2 hours. No garage opener to be found. The absolute worst experience I have ever had. No value whatsoever in being a Hertz Gold member.If you have a choice, do not choose this establishment for your rental needs.
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January 2024 by Macy M
My rental car should've been serviced prior to it being rented to me.
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December 2023 by Angelina Campanelli
Rented through triple AAA and the car wasn't available, but the associate (I believe her name was Shalice) was extremely sweet and helpful with the whole situation. They had free coffee and soda, and offered to have me driven to another Hertz location free of charge to get me a rental. Minus one star for the wait but I think that was because of how I booked it. Overall great staff and customer service!
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December 2023 by Gary San
Unlike most reviews, I find this place and the people working there to be pretty helpful. The cars I got was very clean too.
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November 2023 by Dasaradha Ramaiah
Friendly staff and quick paperwork
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October 2023 by Knut Vegard Fosse
Waited 45 minutes to get pre ordered rental. (Pre filled credit card and drivers license number online) When we got it the windshield wipers was almost broken so driving in the rain was horrible. Car was dirty inside and outside probably from last renter. Ordered booster seats for additional cost, they were ok but really old and worn and not the safest kind with isofix. Even after enquiring for booster seats weeks in advance. Car smelled of cigarette smoke, and they tried to fix it by hanging a wonderbaum in it. Car worked well enough but this was not worth the money overall.
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October 2023 by Chris Vanover
Friendly fast service
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August 2023 by Nick Linsner
Cant give 0 stars. Made a reservation online and waited in store for an hour and a half only to be told that they have no more cars left. Staff was rude about the entire situation. Rent from someone else.
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August 2023 by Carol Quattro - Real Estate
Car was dirty, we had to clean the windows and inside the car before we could go anywhere the windows were gross. They charged my card for full coverage insurance when I said no. I was told they would place a hold on my card that's what I was signing for not that I was getting full coverage insurance. When I dropped off car asked about it again and was still told was a hold on my card and that it would not be charged, however when I looked at my credit card statement it was charged. They lied!!What they say is not correct. Next time I will go to enterprise across the street.
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July 2023 by Ziggy/Maddschillz Maddschillzcre8ionZ,llcTM
Very unprofessional. Improper accusations, even after desk clerk admitted to being unsure about his duties when checking in a car. Submitting a damage claim past 24hrs later. Not at check in but 24hrs later, and that was not by notification. I happened to return to the location, checking for my email that still hasnt came from the previous day at 12 noon. This was returned on the 27th. I then came to check for email the next day at 5pm.