-
September 2025 by Dee Hix
Hertz/Thrifty – 1580 W Ogden Ave #345, Naperville, IL
I usually don’t leave bad reviews, but I had a really frustrating experience at this location. I reserved an economy car online just a couple hours before arriving — the reservation was confirmed — but when I got there, I was told that because I booked less than 24 hours in advance, I’d have to pay the difference for a different car since they didn’t have any economy vehicles available.
This “policy” was never mentioned during booking, and I couldn’t find anything about it in Thrifty’s official terms. I asked a someone who seemed to be the manager and another staff member for clarification, but neither could show me anything in writing. Normally, when a company can’t provide the class of car you reserved, they offer a free upgrade. Here, they tried to charge me more due to their own inventory issue.
More than anything, it was how I was treated. The staff made no real effort to help resolve the issue or explain the policy clearly. The Spanish-speaking gentleman was especially rude — when I explained that wasn’t right and couldn’t pay the difference, he said, “OK, I don’t care, not my problem.”
So right then and there, I reserved a car at Enterprise (1715 W Ogden), made a reservation for an economy car — and guess what? They didn’t have one either, but they gave me a free upgrade without hesitation. - That’s how you treat customers.
Really disappointing experience at this Hertz/Thrifty.
Picture on the left is the Hertz/Thrifty that I would not recommend and the picture on the right is the free upgrade I got from across the street at Enterprise.
-
September 2025 by Joseph Lieser
Delivery and return were not a problem. The car smelled like cigarettes and was not cleaned properly.
-
September 2025 by Mike Gonzalez
Great experience renting from them
Paul was so helpful
-
September 2025 by Steve Jansen
Courteous, professional and accommodating.
-
August 2025 by AJAY Kaviti
I recently visited Hertz and was very disappointed with the service. One of the employees I interacted with showed a very unprofessional attitude —unhelpful. As a customer, I expected respect and assistance, but instead felt uncomfortable and unwelcome.
Hertz should seriously address staff training on customer service because such behavior leaves a negative impression and makes me hesitant to use their services again.
-
August 2025 by Carly Horton
The pick up and drop off process was easy, however I dropped the car off 1 minute before the scheduled time after I rushed to get there and the worker came out and said I was all set and I didn’t have to do anything on my end and grabbed the keys. However, I ended up getting charged an extra day because it was processed that I returned the car 3 hours after the drop off time. If there was something I had to do on my end I wish they would have told me, but I thought since I dropped it off during open hours and they took the keys from me I was all set. Also, they asked if I wanted a toll package added and I declined since I was just going to be staying in the suburbs and not using any highways, which held true and I didn’t go through any tolls, and they still charged me for the toll package/fees.
Edit: I see that I got a response to contact customer support, however I have and have been having to go back and forth with them just to get refunded for the 1 day fee.
-
August 2025 by Shaquita Garrett
Hertz Naperville Ogden location was great. Both associates who checked me out and in were very helpful and considerate of my time. I called to extend and it was a quick and easy process. I definitely recommend this place. I initially booked through Budget and they cancelled my reservation the day of pickup stating no cars were available. Happy they did because then I found Hertz and I will always choose Hertz moving forward! Great customer service, wait time, and cars available.
-
August 2025 by Eileen Stevens
My recent experience at the Naperville location was fantastic. Every team member I interacted with was extremely helpful, the rental process was smooth, and the vehicle was in great condition. Highly recommend!
-
July 2025 by mohan raj
Dont trust their website. We reserved a 7 seater vehicle online and when went to the stores they said they dont have the vehicle and they cant do anything. We didn’t have any other choice other than booking 2 cars by spending more money
-
July 2025 by Pamela Hill
I made the reservation online and was very happy with cost until I went to pick up the vehicle and was told that I would have to pay an additional $15 per day for each additional driver over 25 years of age. All of a sudden a great deal was just as expensive as other rental companies that do not charge that additional fee. I could see charging extra or not allowing drivers younger than 25 but for drivers over 25 it seemed like a bait and switch ploy. Wade was our customer service representative and he softened the blow by upgrading the car which is why I gave the 4 stars. We ended up with a 5 passenger Nissan Altima as opposed to the 4 door compact was the manager's special. Yay Wade!
-
July 2025 by Ms. Michele
Great Service
-
July 2025 by Igor Moldova
I made a reservation for a luxury rental car several days in advance for a very special guest, expecting a smooth and professional experience. When I arrived at the location, not only was my reserved car not available, but I was offered a much cheaper, lower-tier vehicle as a replacement — completely unacceptable given the purpose of the rental.
There was no prior notice, no apology, and no effort to make things right. It was clear that the reservation meant nothing to them. This caused major inconvenience and embarrassment, and I had to scramble to make last-minute arrangements.
If you’re looking for reliability and professionalism, I would strongly recommend looking elsewhere. A reservation should be a guarantee — not a gamble.
-
July 2025 by Mrs Smith
This location has to be the best location in Illinois by far! Over the years I’ve rented several times here. I’ve never had an issue or delay. Their attitudes, efficiency, and knowledge of how to quickly get you in and out is remarkable.
I communicate and correspond with many businesses and retailers on a regular. It’s always enjoyable to interact with pleasant individuals that are good at what they do.
Christine is remarkable! As soon as I have time I have to show my appreciation for her. She’s so fast I watched her process 4 rentals in minutes, I watched her problem solve, and exhibit patience with our rental as we had a few issues due to reserving the wrong dates. She is very professional and polite! Hertz is lucky to have her.
The owners of this location must really be in touch with the hiring process because the whole team is great based on my personal experiences. If you’re near this location, this is where you want to rent.
-
June 2025 by ShaNequia Smith
I reserve a rental over Juneteenth weekend and Wayde was the only staff in the office during pick up Saturday 6/21/25 he did and amazing job with getting the reservation and drop off handled and a timely manner and maintained professional the entire time. Great service and well done Wayde 👏🏼
-
June 2025 by Andrea Sullivan
Wade at Hertz Rental Car was fantastic. He was knowledgeable and helpful. I would recommend this Hertz location.
