Terribly bad customer service!!I had a reservation at 11:30 but I couldn’t get the car until 12:30Firstly, when I went to get the car, there was no one to help me. After 15-20, one of the staff member came and they mentioned they have a car available but it’s not clean and it needs to be cleaned and fueled for it to be ready to go!So, I had to wait again for another 40 mins to get the car.Worst customer service ever. Never renting from here again.

Blair is excellent. Ron on the other hand is VERY UNPROFESSIONAL. He’s rude and does not take his job seriously. He will make it hard for you to do anything if he doesn’t like you. He always messes up people’s contracts and doesn’t apologize for it either. He will also over charge you.

I will never rent from Hertz again. I show up for my prepaid reservation in downtown Cleveland there is no one but 1 other customer in the location and the door is locked although it says “we’re open” and the hours are right there listed until 1pm. Finally after waiting for over 30 minutes for the representative, “Ron” finally showed up. He questioned why I was there and I said “I’m here for a reservation” and he said “we’re closed.” I point to the hours on the door and the open sign and he said there was nothing he can do. I tell him I prepaid and am here for my reservation at 12. It’s not my fault that he took forever to come back from bringing down the other car. They shouldn’t schedule 12pm pickups if they aren’t going to honor them. Ron then proceeds to RUN up the stairs away from me- didn’t even close the location fully. He then brings down his own car and shows back up to finishing closing the store. At this point, I’m on hold with Hertz to see if they can move my reservation to the airport since it’s the only place open still on a Saturday. The representative tells me to NOT cancel my reservation and to just drive to the airport to try to get the same price but he couldn’t do that over the phone for some reason. I asked him to confirm that their was SUV availability there and he said yes. So I drive the 30 minutes to the airport and explain to the employee there what happened and she then tells me they are out of ALL cars and have been for a week. So why did the rep tell me they were available at that location? I could even see online that they had cars available so I still don’t understand how they were out.Luckily, AVIS had a car available for me and the representative there was a sweetheart and gave me a great rate. Will NEVER book with Hertz again, AVIS has won my business for life and will tell everyone I know in the area to rent from them instead.

There are two guys at Hertz on 12th Street in downtown Cleveland who assist you with your rentals, ensure that the cars are up to standards and finalize your rental agreements checking out and checking in. Much of the time they are extremely busy, but be patient, you wont regret it.Their names are Blair and Ron and their customer service skills are Exemplary! These are the type of individuals who treat you like family. There are a number of rental car agencies in my neighborhood, but I prefer to bypass them all for Hertz on 12th Street in downtown Cleveland. You will definitely be a repeat customer at this location.My recent rental was processed out and checked in by Blair. Not only did he ensure that I was satisfied with my rental before checking out, but as I was checking the vehicle back in, Blair took the time to ask if I had any issues with the car, insured that my charges were applied to the correct credit card and printed out my receipt expeditiously.The customer service here is second to none! Numero Uno!!

Blair is a terrific employee. Hes calm, well mannered, and 100% focused on helping his customers, even if it means going above and beyond to solve problems. He fixed a major issue for us today involving another location in which they called Blair a genius for figuring out the problem in less than 10 minutes. Keep this guys around and give him a bonus!

Finaly was good. Tkx

Despite the fact that COVID-19 has really sent all aspects of travel related services into a tizzy, and HERTZ is currently in Chapter 11 Bankruptcy, this Hertz Downtown Local Edition has shouldered on, changing it up daily, as necessary, to provide the best and most competent service possible in very trying circumstances. The staff has always been pro-active when expected rental inventory availability change, or new Government Pandemic business mandates reshuffle the deck.

If you have time, you will receive capable and competent service in a nice location with great cars. That said we came on Saturday and there was a single staff person to process all parts of all transactions, rentals, returns, and calls. While he moved seamlessly between customers, it still took up almost an hour of our time, which can be critical for some trips, so plan accordingly.

I had a reservation confirmed for an 8am pickup. When I arrived, I was told that the car would not be ready until 10 or 11am and that the system had no way of looking at the location’s inventory when I made the reservation. How does that make any sense if I had a confirmed reservation?

If I could give 0, I would. They do not confirm inventory when reserving. As a frequent renter through Hertz, this is the WORST location to try to rent from.I arrived at my scheduled pickup time, was told they had no cars in the class I reserved. Proceeded to tell me to either wait an hour plus, or come in the following day to pick up the car. While waiting on hold with corporate for 30 minutes, Brian saw me but did not stop to let me know a car had arrived. When I called the following day to confirm their inventory Brian told me he saw me waiting but didn’t say that the car just arrived and for me to stick around for 10 more minutes.He completely failed to apologize, told me he never “guaranteed” that they would have a car for me, and was so unhelpful!Do not rent from this location!

Worst place for vehicle rental. We rented a car for 200 bucks they gave no instructions regarding fuel and at last they came up with a bill $400 because we didn’t fill the tank up and for $30 fuel they charged $200 and gave the worst customer service. All they were doing is dirty business. I hope they was negative star rating.

I rented a car from this location and declined insurance bc I have my own insurance the associate added it on there anyway and I was charged. Talking about he cannot recall conversation and knows he made the mistake. Please request a copy of your receipt bc they are tricking people and not willing to admit a mistake on their end. Also, when you pick up a rental you only have like 2 to pick from, never answer the phone, and only one associate. Very unprofessional and will let my insurance company know to get an contract with Enterprise bc you will receive top notch customer service and no mistakes will be able to be made.

Great customer service, but the drop off needs to be more efficient.

They over work and the cars they give not worth the money they charge

Always rent cars from them. Good prices and a decent selection toi

Worst service and after making a reservation, being charged for insurance from a third party, I was not able to rent a vehicle! Why? Because they had none available! No help from customer service. I will never try to rent from here again.

I rented a car on March 2nd for a family vacation in July. When I showed up to the rental car pick up location a day before leaving, I was told that location had been closed for months due to COVID. I understand having to close but I didn’t get one call or email as a warning. In fact I received a reminder email about picking up the car on July 14th. Customer service was awful and completely unsympathetic.

I had a very easy and pleasant experience with this hertz location whom often you will have the pleasure of dealing with Ron or Mark even when situations arise this is a very professional respectful duo that works together actually better than some that have a team thanks so much and yes I will always choose this company and location #1

They gave my husband a bucket car, doors screeching, tire feel like they are about to fall off when he turn. His actual car is getting repaired and he has a 2018, so since he has owns a newer car, i wouldve expected much better than what they gave him. They told him all the good cars are at the airport, (why wouldnt you just take him to the airport.) I am pregnant and do not feel safe driving around with him inside of this raggedy car. Please do much better! He will be returning this car tomorrow.

A good place to rent your next car. It is in a very convenient location and they have the pickup service too. I had rented a Mid Size car and got a free upgrade to a Premium car. I didnt have to wait or anything, I got the car within 5 minutes. I returned the car on OFF Time and the only thing I had to do was to slide the key under the door.Overall its a 5/5 for a very good car renting experience!

Do not rent from this location. I received a car with air fresheners in every vent - clearly the previous renter had been smoking. Additionally there were problems with the transmission (not accelerating on hills, guzzling gas) that ended up requiring me to drive 3 hours out of the way to replace the car at night. Not worth any deal you see online. Received no acknowledgement of this experience’s being substandard from location rep upon return. Thankfully all other Hertz employees where I replaced the car (Dulles airport) and on emergency roadside assistance were helpful and competent (as is consistent with my experience at other Hertzes).

I reserved a rental car this morning and when I went to pick the rental car up they told me that they were sold out all morning. He had my reservation there and he told me that the best thing that they could do is wait to see if someone returns a car.

Returned a car here. Minimal signage. Very hard to find rental office from garage.

THEY WERE HORRIBLE AND LOST A LARGE ACCOUNT .WAS LOOKING FOR ANOTHER SERVICE FOR RENTALS WILL NOT BE HURTZ... TO RUDE AND EXPENSIVE,...

Good job

Don’t rent from these bunch of unprofessional careless immoral people! First time I rented from them, I picked the car up at 4pm, the return time on original reservation was 12 noon. Rental goes for each 24 hours from pick up time by the way! I returned the car at 2pm! They were going to charge me one day extra, although I returned it before 24 hours is up.Second time I booked a minivan, changed all my travel plan & as soon as I wanted to go to pick up the car, Ron from office called me that sorry, we don’t have your call, but you can go to airport & pick it up & pay 4 times more for it. If this is not theft, what is it?

Blair the Rental car agent, takes Pride in providing the best rental car experience.

Special thanks goes out to Jan for being on time (early) and helped me through my ordeal of bring transported from repair shop to office downtown; and back.The reps in the office were very hard working and courteous. I really appreciated their service quality toward myself and others who were being serviced.Thank you

Great customer service. Will surely recommend to a friend

Good friendly service. Was given a upgrade because of the longer wait which i really appreciated. Drop 1 star because my options were only available by phone. Otherwise a great experience ... I loved that I was picked up by hertz to get my rental car.

Understaffed. The phone was ringing off the hook while I waited for the guy to process my car return.When I picked up the car originally, they didn’t put down my name correctly, so when I came in to pick up the car they said they didn’t have a car for me. Thankfully, they sorted it out and I was thankful for the car while I had it (although it was very small and had terrible gas mileage).

The representative at the counter was very helpful but the young guy getting our car took wayyyyy to long. Kudos to the representative at the Hertz downtown.Disappointed with the guy that get the car.

Ron was great he was the only man behind the desk he was very professional and quick handling the last load of customers quickly give the man a raise

Great prices

Very unprofessional, car smelled like awful cleaning products, and I just received a parking violation in the mail. I no longer had this car in my possession at the time of the ticket. The ticket was issued in front of their store, and they turned me in for the ticket, for a cat that I dropped off at my collision garage in Euclid. Unreal! Now I have to take the time to prove I never had the car in Cleveland. More than disappointed. Do not rent from here.

Rented a car online and next day went to pick it up and manager said they were out of cars and hell call me personally the afternoon. Never heard from him. Liers and deceptive company. They went bankrupt and shouldnt be open at all for business.

Very slow service. The manager was very friendly and accommodating but one of the other employees did not seem to be having a great day. The cars are not washed or vacuumed prior to lending which is disappointing.

Prompt and convienent

It is very convenient. You book your car online and they make everything ready for you when you arrive. The staff is friendly.

Hertz my pocket book

Better than the airport if you have a way to get there and the only downside is that it is downtown.

I want you to know I never write reviews. Also, I should have read the reviews on this facility BEFORE I rented from them. ALL of the customers who have reviewed this facility are completely correct, it is the most disorganized and pathetic Hertz Rental Facility I have ever seen or dealt with. I had a car reserved for Saturday April 30th, went to this facility for pick up, and, after an hour, they were ready to rent it (after they found it). Then, they told me it needed an oil change and could not be rented. In fact, they had NO cars to rent me. I had a 400 mile drive ahead of me, with no car. The manager had a ridiculous smile on his face, and kept saying Im sorry over and over. No interest in looking for a car in Cleveland, or getting a car from the airport. He just didnt care about my predicament (at all). So, I called Enterprise at 1802 Superior Avenue (nearby) and they had a car for me shortly (they found one from another Enterprise facility and obtained it and brought it to their facility for me, all within an hour. AND they picked me up at my hotel to take me to their facility. They were amazing! Finally, as a Hertz 5 Star Gold Member, one would think they would help more. Pathetic.

Car was clean, newer, and I got in and out pretty quickly when I picked it up. I had a slight delay on the return, but it wasnt more than about 5 or 10 minutes. The staff was friendly and I got charged exactly what I was supposed to.

Employees here provide excellent customer service, as well as clean safe cars. 10/10 Will definitely return!

I had a wonderful and positive experience. The service representative conducted customer service in a excellent and professional manner.

Great customer service 👍

This Hertz has a new manager. Hes a nice guy, always looking to satisfy the customers 👍

Another great place for your car rental needs

Wanna be left stranded? Rent from Hertz and definetely do it at this location!I prepaid a car for the Labor day weekend in 2015 and showed up to pick it up on time only to get surprised theyd rented out the vehicle Id paid for. Yes, there was no car left for me to pickup; the whole holiday plans ruined. There were also a few more customers like me surprised by how could a company allow such a foolish mismanagement to happen. No apologies, whatsoever. Called the 800 number to express my dissatisfaction and was hanged up on.Evet since, Ive called back 3 times to request refund. 25 days after and no refund yet.Wish I could have rated it with no stars instead of one!

Rent a vehicle to get around easily to your destination

These staff here are horrible. They will lie to you and offer you extra insurance that you dont need to pay! Thats the way they make their bad money! Dont trust them!

Tgey have always been helpful when i needed a car rental

First time renting with Hertz. I was pleasantly surprised and plan to go to them first the next time I need a car.One thing: my actual price was less than my quoted price. That was a pleasant surprise, but if not for my benefit it couldve been a major detractor: not sure how the estimate didnt match the final bill as all terms were disclosed upon the reservation and met.Reading the other reviews I can honestly say my experience was good. They had the car I reserved when they said theyd have it. It was clean and everything went exaclty as Id hope for.Last thing: Unlimited Miles doesnt actually mean that. I discovered at about 2,900 miles (6th day of rental) that it actually only extends to 3,500 miles. Luckily I was on my way back already and returend it with just over 3,300 miles. Most people dont need to drive across country like that, but just be sure.

Im not one to write reviews, however, this experience was above others when it comes to customer service. First of all, representive Mike was uncooropative and unwilling to help find a resoluation for my issues even though I had made a 4+-hour reservation. Instead, Mike was trying to push my business aside to help the next customer in line, ultimately leaving me stranded in downtown Cleveland without any means of transportation or a subtle bit of help.Currently waiting on Enterprise to pick me up, which the rental was cheaper.. lucky me!! I will not longer use Hertz services. Thank you Enterprise.

Terrible miscommunication rude

Reserved online and received a phone call saying they had no cars. Asked if they could help us reserve one elsewhere and they said no youll have to call around yourself. Horrible customer service!

Under staffed. Car I picked up had only 1/4 gas in tank

Best customer service and best transporters.

Really Good Service and Low Price

Car was very dirty, not on half a tank and I had to take it back to get another dirty car smdh

I was not there

Didnt use them, but was ok

Husband had car rental returned to this location becsuse of accident handle by insurance.To make a long story short money was deducted from my husbands account mistakenly and now he is having trouble getting it back. Its been over a month. Ready to contact a higher manager.

Great evening employees

Nice rental cars

It is not worth the cheaper cost. Go to Budget. Its literally two minutes away.

Cool place

Rents out dirty cars that are unsafe

Bad customer service

This is the most frightening staff ! I would be terrified to have anyone from this location pick me up !

Just unprofessional!!

Fast and efficient

Ive had problems the last three times Ive been in. Always understaffed and often dont have cars, even with a reservation.

Worst

Good

Impersonal service, limited hours, no bathroom, hard to get to

Friendly, clean, efficient

Horrible Experience

Have not been there in a while