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October 2025 by Kas Brown
We reserved a car and paid for it in Aug so it would be ready for October, two months in advance. A few days before, I tried calling. The number kept going to voicemail for several day during business hours. When we showed up DURING BUSINESS HOURS, they said they were closed and wouldn't help us. EVEN THOUGH IT WAS ALREADY PAID FOR WITH CONFERMATION NUMBER IN HAND!!! The customer service rep was Colby Bingham. He was very rude.
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October 2025 by artchilix
The service was disappointing, especially considering there’s no support for picking up rentals outside of regular office hours. This lack of flexibility made the experience frustrating.
Poor customer service.
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September 2025 by Brad Lund
Hertz Gold member with a confirmed reservation and pre-paid, then told after landing that they don’t have any cars and all the other car rental agencies are closed. “Sorry” was all they could say. Now it will be a full weekend of expensive Ubers everywhere. Lame.
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September 2025 by A Cali
I had a very disappointing experience with Hertz (Reservation #154156984). I was treated disrespectfully because of my disability and my service dog — a clear violation of the ADA.
On top of that, I was charged a $250 cleaning fee even though I had cleaned the vehicle myself, and my deposit has not been returned.
This experience caused significant inconvenience and has permanently damaged my trust in Hertz. I hope the company improves staff training on service animals and customer service.
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September 2025 by Karah Darensbourg
BY FAR the WORST and most stressful car rental experience I have ever had. There was secret charge after secret charge so that my booked rental at $350 ended up being over $1000 and they held my money for a month before the deposit was returned.
DO NOT GO HERE!!!!!
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September 2025 by Robin Lane
I appreciate the team member for Hertz addressing our concerns and staying late to make sure we were taken care of properly.
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September 2025 by Nancy Burlak
The customer service at this agency is poor at best. The car was fine, but how do you return a car, ask for a receipt and be completely ignored, then have to hunt down someone to send you a receipt is really poor customer service. Please Hertz, Provo has only two car rental companies to choose from, Hertz should be better!!!
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August 2025 by Dorene Terry
Great service! Had the vehicle ready to go. Answered all our questions. Would recommend the Provo airport Hertz location.
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July 2025 by Janice Vincent
My daughter needed an emergency car rental for several weeks due to repairs needed on her car. Hertz offered the best long-term price, so she reserved a car. When we went to pick up the car, we found the price to add insurance coverage exorbitant ($30-40/DAY) so didn't include that, which made us extremely nervous about renting. We asked the agent about getting a partial refund if she didn't need the car for the entire time, and he assured us that he would make sure she didn't pay for days she didn't use the car. She found a better rate elsewhere so we returned the car after only five days. She stood in line at the rental counter for half an hour while there was nobody at the desk (what business operates like that?!), and when he finally showed up, he told her --same agent as before-- that he doesn't handle money at that location and she would need to call an 800 number to see about the refund.
She called the number and waited on hold a full 45 minutes before being able to talk to a person, and that person was most unhelpful, refusing to offer more than $250 refund of more than $1250 prepaid on credit card. Ultimately she agreed to return about $600, but that is still unacceptable and we are continuing to pursue what the rental agent promised us.
I don't believe I have ever encountered such bad customer care from any company. To recap:
1. Sole agent is inexplicably away from desk long periods of time.
2. Though he can process payment for rental, he says he doesn't handle money.
3. Calling the 800 number results in LONG waits and unhelpful customer service representative.
In sum, the company does not appear to value its customers, and this family will never, ever consider using Hertz again.
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June 2025 by Rhonda Whitmer
Great experience at Provo, Utah airport and great car.
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June 2025 by Jarred Kearnes
Good luck reaching anyone if you have a question. Also haven't gotten deposit back yet.. would be nice if someone answered their phone system
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April 2025 by Craig
April 2025: no issues. Was able to pickup my rental the next morning because Hertz isn't open for late arrivals.
Prior review: Priceline shows my reservation active. Hertz says its cancelled and they have no more cars and can't do anything for me and can't explain why it was cancelled on Hertz end. I've been a Hertz Gold Plus member for nearly 20 years. Provo Hertz is more like Hertz Coal than Hertz Gold.
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March 2025 by Wendy Wise
Rental car desk is right by baggage claim. Hard to miss it. Then the cars were a quick walk outside. The guys (Carl & Dale) at the counter was so helpful and quick! Thank you!
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March 2025 by Kaitlyn Myers
Reserved a car and they were closed at 8:30. If your flight has any delays don’t count on them waiting. Horrible.
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February 2025 by Frank Alejandro
Not open for business after 6pm….however the airport they are trying to service is open for several hours beyond that! Good thing your competitors are open past 6pm. Don’t bother calling either, no answer nor returned voicemail.
