This is absolutely the worst Hertz. Just go to enterprise. I booked and paid for my SUV rental online, I was then told in store that they couldn’t use my debit card for an SUV. Fine, so I asked what I needed to do. They said I needed to call customer service and cancel my reservation and rebook with a new card. Ok, easy enough. Except when I went to rebook, they wouldn’t match the rate from when I booked online and wanted to charge me the same day rate. Total bate and switch. I booked online in advance with the sole purpose of saving money. But now because of no fault of my own, they don’t want to match the rate I already paid and they wanted to charge much more for the same car they were already reserving for me. On top of that, the middle aged guy who works the counter is utterly useless and extremely rude. Don’t expect much help from him at all.

I had no problem with the rental car, the car was great and we got a very good deal with AAA but the manager had such a bad attitude, very unfriendly & rude. I will suggest to him that if hes not happy working there to find something that makes him happy so we the customers dont get affected by his behavior and dont ruin our day.

Do, I repeat, do NOT rent from this place.Staff isn’t friendly.Have gall to charge me 400 for smoking in the vehicle. The smell is already there (after chemical clean up fade). It was 2020 vehicle with over 66k miles on it. Who know how many people used this vehicle before me? I tried to dispute it but the staff wouldn’t let me. He simply charged it, gave me receipt and walked away.11 years of traveling for my company and renting, this was my first one. I’ll never come back to this place again.

This location is fast, friendly and efficient. All my needs were met with great customer service. I have been here more than once. Had an issue and staff really stepped in to help alleviate any issues. This is definitely the best choice in this area.

Sadly we were met with a hidden $500 charge that no one mentioned when I had paid for the rental. When I asked the staff member about it he just looked at me with a blank stare and shoulder shrug. The phones were ringing off the hook as only one person was working and 2 other members just sat there (one wearing a Hertz uniform and the other was the car detailer). Very unprofessional attitudes. There were other issues that I had reached out to corporate about and they blew me off as well.

Go to Enterprise unless you want to pay twice as much for a smaller car and be charged exorbitant fees for no reason. Worst experience renting a car ever, we were fully taken advantage of.

Made a reservation to pick up a car. Went to pickup the car and gave him my name said he didn’t have anything for me or no cars available. Which was funny because I had a confirmation number which he never asked for, and I asked him if he needed a confirmation number. I was told they wouldn’t have a car until 3pm. Asked if I can reserve the car for 3pm and was told no that I have call. Called Hertz corporate and they said I could reserve the car at 3pm. Told them no because of how rude he was I’ll go somewhere else.

When we arrived there was only a pickup truck available. This was after calling ahead the day before to discuss car options available. I do not recommend them.

Horrible location. Was leaving for vacation. Truck was to be ready for pickup at 1pm. When I arrived they had no truck but said it was on its waySo I waited. Truck didnt show so employee said the driver was stuck in traffic and it would be another he. Do yourself a favor and use Enterprise on Mentor they are top notch.

Terrible terrible customer service skills. Worst place to deal with

Overall, not a good experience with this Hertz location and I have been renting from Hertz for over 20 years. No masks being worn by employees during a global pandemic. I wore one on pick up and drop off and still felt uncomfortable at this location.When the vehicle was brought to me I did not get any sense that COVID-19 precautions were taken into consideration. First car I received smelled like a smoker and when I got home noticed a piece of plastic hanging from the front (see picture). Since this location closed at 4 I had to do an exchange at Hopkins Airport (about a 40 minute drive each way for me). You will not feel like a valued customer at this location.

Never again will I ever deal with Herts again!!!! They took the deposit went to pick up my vehicle he stated they dont accept my method of payment??? And he puts a pamphlet down and says you have to call this number for your refund!!!!! So frustrating and so unprofessional never again

I rented a van to move my son to college. When I arrived to pick it up, they could not use my debit card, and needed a credit card. They refused to cancel, stating I needed to go online and cancel, with most likely a cancellation fee. When I went to reserve using the credit card, they could not give me the same price and stated it could be $60 to $80 higher. I called from their location and cancelled being told I got a full refund. When I returned home there was NO refund on my account, and the bank stated no action noted. The pick up location refused to give me a written confirmation of the cancellation or refund, and would only say he was Alex. Will never use Hertz again.

I would give zero stars if I could. Horrible place. One and only time using them. Believe the other reviewers and save yourself the hassle!

We arrived at 11:55 on Saturday 12.26 to pick up a reserved vehicle. Hours of operation on the door indicated they close at 1:00. There was a piece of paper on the door saying they close at noon. The gentleman at the counter sat there and stared at us for 10 minutes and wouldn’t answer the phone. He finally got up around 12:10 and told us they close at noon and the system was turned off already. How convenient. Never in my life have I ever seen someone so lazy. Everything was already taken care of all he had to do was give us the keys. As a five star hertz member I expected some semblance of customer service but this experience was pathetic and that is being nice.

If I could select a zero I would. I don’t even understand how you stay in business? I had a rental and at first is was supposed to be dropped off at my home. I waited all day no car, tried to call the phone number 5 times no answer. Called my insurance company they were finally able to get ahold of you. I then had to have your driver pick me up to go get the rental. Waited for about 10 minutes (best part of the experience) and drove my rental home. My vehicle was fixed within two days and I picked it up. Then I called the hertz phone number over and over and over no answer. Called the 800 number and found out this location closes at 4:00pm on Fridays and is closed for the whole weekend. I questioned if I could drop it off at another hertz and was told no. I then stated my insurance will have to pay 3 additional days because they are closed? And the hertz representative said yes why do you care your insurance company has to pay for it anyway? Really? As I started at the beginning of this rant how are you still in business? I will never ever rent from hertz again.

Easy to schedule pick up. Clean and nice car, friendly staff. However I had a rental car through my insurance. They charged my insurance company for days after I returned the car. They also personally charged me for extra days. I have spoken with the store manager, customer service, and the billing department. It has been 4 weeks and I still have not received my refund. I now have to take my car back in for repairs from the original claim and will have to pay for days out of pocket because this location over charged my insurance and myself. DO NOT RENT FROM THE LOCATION. This is not the first time this location has over charged me for days after the rental car was returned.

Prepaid for a vehicle. Went to pick up and was told I couldnt get the car because I prepaid with my debit card. Dumb. They lost my business.

I prepaid for a rental using Expedia. My reservation noted the location closes at 1. We arrived a few minutes before noon. The place was dark and the doors were locked. A piece of paper on the door noted the location closes at noon. The employee just sat behind his computer and stared at me for 15 minutes before standing up, opening the door and saying there was “nothing he could do because the system was shut down”. Everything was already paid for all that needed to be done was hand me a set of keys.Pretty embarrassing customer service effort from the employee. We are in a pandemic that has crushed the travel industry and the lack of self awareness / unwillingness to simply press a few buttons is baffling to me.Will be requesting a full refund and will not be a returning customer.

If youre looking for a car with 62k miles that needs brakes, tires and shocks then this is the place for you. Terrible customer service also. Will never rent from them again.

I should have known something was shady when I was told no one would be able to pick me up because they were “short-staffed.” When we arrived at 8:20 to pick up our rental, we struggled to figure out how to enter the “parking lot,” which is barely bigger than a sidewalk and is inaccessible from anywhere except the gravel death trap of a driveway on the busiest stretch of 615. Then, no employees were at the site, but several other customers were waiting outside, a few since opening time (7:30). No one could be reached at the phone number on the door. Save yourself the headache and go to Enterprise down the road. At least they actually have a parking lot...and employees.

Was told someone would be there for me to bring the car back and take me to mine. Waited 40 minutes in the snow with no one there, called Hertz and was told to just take the car. I told them I was flying out and would not be able to bring it back through the weekend. No problem they said, and then proceeded to charge me for the days (even though they assured me they would not). I talked to a rep who asked me to email hertz, and with her comments and the email she assured me it would be credited. Two weeks (and 4 more emails from me) they finally got back and said nothing would be credited. Horrible experience, and horrible customer service.

One of the employees named Kevin is very rude every time I call in. He has terrible customer service skills and seems to dislike his job. Whenever I ask a question he has an attitude. Very unprofessional. I will not be using this location again. And I will make sure to let all my friends and family know too.

Very fast and efficient, great selection of cars to choose fro, although its a pain in the but going from airport to rental place on the shuttle which takes about 10 minutes. Our car was clean and well maintained and were able to get mod we wanted

I think new management now...quit using them 2 years ago after being double charged, sneaky charges and snarky staff. This time the staff helpful upfront very pleasant. Car needed new wipers, usb lighter didnt work so no charger on long trip. Good mileage, drove well.

Car wasnt ready, had to wait for him to finish washing it, take it for gas and almost 45 minutes to complete the paperwork. Car was terrible. Returned car a day early and had to go back to drop the key off the next day. Had almost an hour wait because there was only one person working. Told of problems with car, he didnt care. Charged extra because they didnt show car was returned. Tried several times to talk to customer service and that was just as much of a headache.

Agent wasnt real personable

When we pulled up to the Hertz rental location we noticed what horrible shape the building in the grounds were in with weeds growing in excess of 3 ft tall virtually right in front of the front door when I picked up my rental car and started driving it into the sunlight I had realized that none of the windows were washed for some extended period of time on the inside the outside seem fairly clean there was not much detail taken to the inside of the car specifically they probably just vacuumed it out Im guessing thats all they did with this. Also the interior of the facility needed complete updating throughout the greeting area. The employee on duty was very courteous and very helpful and assured me that the car was completely gone over as far as cleanliness that was not the case though we also disinfected the interior with hand wipes...would I go back there again to that location... Not so sure.. as I had second thoughts about the location just by pulling up in front of it at first.

Manager was rude and unprofessional. He is on a power trip and was rude to the people behind us as well. Was there on 9/3/20. Find new staff before this place is forced to close.

Received my receipt via email 12 days after I dropped the vehicle off. I was charged $1,087. It was supposed to be $177 for 4 days. The additional charges were due to the vehicle being “overdue” by 8 days. However, the vehicle was returned on the day it was due before noon. I will never rent from Hertz again!!

Great door to door service. They teach you how to drive the new technology before you take off! Might want to take a snow brush... somebody before me stole the last one out of the trunk!

If I could give this a 0 star rating I would! They are the most unprofessional people who do NOT know a thing about their policies and procedures. They will give you the run around and tell you something completely different than their corporate office. I do not recommend them, nor will I ever use them again. The only reason why I used them, is because the person who hit my cars insurance company did not give us another choice but to use them.

This place is horrible dirty cars an they keep taking money out of my credit card iv called them twice about it nothing seems to help this place is not recommended dont waist your time i promis

This location is a major disappointment for the Hertz brand. This was not my first poor rental experience here but I use it primarily out of convenience vs. expecting a positive rental experience. Today however was the final straw. I made a reservation nearly 3 weeks ago for a vehicle. When I went in today to pick up my vehicle they said I could not rent a vehicle because the reservation was in my wifes name and not my own. The gentlemen working the counter then tried to have me cancel the reservation and book another reservation that wouldve cost over $150 more than my original reservation. I have rented from several other Hertz locations through my wifes account before, including this one, and never had an issue receiving a vehicle. The gentleman working the counter made me feel like I was more of a nuisance to him than a customer. Horrible experience! I would recommend using another rental company or another local Hertz before going to this location.

Service here is horrible. When I called to get a rental they said it would be the same size as my current SUV. They gave me a small Nissan. When I received the vehicle they never told me who (or what) could ride in the car. I wasn’t told I’d need to pay detailing afterwards. When I went to drop the car off the guy at the front desk tried to charge me $300 to vacuum the car. He was the SAME guy who gave me the car and didn’t give me any heads up. When I told him that he didn’t tell me this a head of time he said “I understand”. But clearly he didn’t because he messed up. I would never come back if I had to. I’d rather go car-less. I’d give this place 0 stars if that was an options. Horrible service, horrible personnel. Horrible all around.

Check tire pressure light on, told the gas tank was full (was actually 3/4 full), no drivers side floor mat, windows probably havent been washed since the car was assembled... Just not what youd expect from Hertz. Ill go elsewhere if I need a rental again.

I would give then no stars if possible. The black man at the counter reaks of booze and was not helpful in exchanging the car I was given that had issues. They dont even have a parking lot right now, dirt and the place is a mess. Bad service spend the extra money and go elsewhere!

Incredibly rude. Had a rental due to being rear ended. Called Wednesday to let them know that the insurance would be calling them, as a courtesy. They said that they would call back, never did. Called later, they said that they had no cars that night, would likely have some in the morning. Said they would call in the morning, they didnt. They didnt warn me about their holiday hours which were not posted online. By the time I called to check, they were almost closed leaving me with no way to get there in time. One guy was incredibly rude, audibly sighing in disgust/boredom as I was put on hold. It would have cost me nothing due to the insurance covering it, and I still dont want to give them the business. Im calling to have the insurance switch to Enterprise.

Heard this location will relocate when the building is razed in the next month or two. Maybe that explains the mediocre customer service and slovenly care of their rental cars. They dont care because they wont be around! Have rented there several times simply due to location, but its just gone more & more down hill. Have a prepaid reservation but they dont have the car when you come to pick up? Thats YOUR problem. Want a clean car? Purchase sanitizing wipes - youll need them.

Never go here! The workers are so rude. We PRE-PAID for the car and show up exactly on time and they say we can wait 30 minutes because theres no cars. They gave our car away to walk ins and then told us go wait and hopefully one will be in soon. 3 cars are on the lot and we were told if we want a car now we should pay them MORE money. We went back in 30 minutes later and they both started yelling and saying well we get to many reservations to call someone and say we have no car for them yet. Thats bs its a tiny lot. They were rude to me and then my daughter. It has now been 40 minutes and they told us to wait another 30 minutes. They have no idea if a car is even coming back and we need it by tonight. NEVER COME HERE! Its not like we just reserved the car, THEY TOOK THE MONEY and cant guarantee us a car or give us a better car that they have on lot. This place sucks

Reserved a car via online. On the way to get the car, received a call that they didnt have a car. I had to wait 3 hours. Then they were rude and said I had to understand that their business is based on returns. Needless to say I will not ever give them my business.

Everrything was great, this was an insurance situation had to be picked up at home by transport, very nice man. Staff at rental office very nice, car again very nice. Will rent again.

Terrible rude workers.

Nice staff, good experience. If they would just wash the inside of the windows

Do not use the fuel option. I chose this option, but forgot I added this option and filled the tank before I returned it. I spent $14.77 for the gas. Got my discover bill and I was charged $27.87 for a FPO charge. First of all, they do not look at the fuel when the car is dropped off and secondly, the charge is almost double than what I put in. Do NOT select the fuel fee option. Very dishonest.

Real run down, the kind of place that no one would be surprised if there was a stabbing.

I prepaid for a long-term rental in advance and they did not have the class of vehicle I prepaid for in stock for a week before I decided to return the lower tier vehicle at which time the clerk stated I would get a refund for the prepaid value due to the nature of the issue. However, after contacting corporate I was sent an email a week later stating they would not refund me for the difference...which was hundreds of dollars. Needless to say I did not have a very good experience renting from this location.

Had a replacement rental when my car had met with an accident through Classic BMW. Classic BMW had mentioned that they contacted Hertz to return the car, whereas Hertz said that they were not notified. In either case, none of the parties were willing to bite the bullet, and me, being an end customer had to pay the price of additional $300, which was extremely frustrating.Being a gold member with Hertz, the unwillingness of the Mentor office to even understand the situation was absurd. The issue happened in May-2015.

Fast/good service, expedited the upsell process without too much pressure.

Your business is an eyesore. Has been for a long time, now it really shows.

Id love to give 0 stars. Had 3 cars. 1st didnt make it off the lot expired tags. 2nd had bad tires returned it. 3rd was ok i guess. I asked for an upgrade due to the fact these 3 cars were tiny. Got ignored. Now 6 days later i got a call from them asking if i still have their car. I did what i was told to do. Left it at my bodyshop and they picked it up. The bodyshop called them.Ok now the whole reservation was a mess. I asked 5 days in advanced to be picked up at the bodyshop they said it would be atleast 2 hours before they got to me. Then asked if i could change my whole schedule (for the day) to suit their needs. Ok lets see.......NO! What really pissed me off when i got there the people were sitting and not doing much of anything.Needless to say i will not be going back to that Hertz location again.

Had reservations and a confirmation from hertz saying pick up for 9am was confirmed. Manager calls the night before reservations and says that he wont have a car until at least 12 that the 9am was no longer good. I told him we have a trip planned and that is unacceptable and his response was oh well. I will never do business with this company ever again

The people in the place are very insulting. Never again. Have an corporate account and your attitude needs work. I belong to Hertz gold plus and I will never go to this facility again. ZERO STARS.

Short staffed, nO Car... Had to Go Somewhere else

Make sure you have available credit for deposit plus rental 😕

I was very disappointed. The facility looked bomber out, the car smelled of smoke and the windows were dirty !

It is what it is a basic car rental joint

Dont remember going there. Sorry.

Reserved a car and receiced a conformation code. When I arrived the rude guy behind the counter tells me there is no car and I can come back tomorrow.

Ask for a discount, theyll get you one.

Terrible experience. Dropped off car one day additional. They changed my weekly rate, c ha eyes me more, employee was rude, ignorant of product, and so mean. I will never rent from Hertz again

After dealing with Enterprise I was so disappointed. 12 minutes on hold when I called, they never did come back to me.They also will not drop a rental car off to you.To top it off they said they had nocars.

LAIRS, EXTREMELY POOR AND RUDE COSTUMER SERVICE

The location has been changed to a new address next to BED BATH & BEYOND (9700 Mentor Ave, Mentor, OH 44060).

Great customer service

Made a reservation and came and they would not honor it since it was a prepay...then the dude tried to kick me outta the store....DONT GO HERE!!!!

They are Rude, unprofessional, they hung up on me for asking a Question, then when i called back, they lied about it...

Awesome service

Great service

So slow. Everytime

Good

Noting special

Worse experience ever, PLEASE DO NOT RENT FROM THIS COMPANY!!! They will steal your money and tell you their is nothing they can do… I rented a vehicle to drive for Uber. I paid 486 at the start of my contract (this was the weekly fee plus a $200 deposit) I was told I would get my deposit back in a couple days. I DIDNT ! I was told not to worry my bank was holding these funds, THEY WERENT! I paid until the end of my contract every week . I returned my vehicle on 09/22/21 the next day I was charged $1,855. I was told this was the balance for the time I had the car and my bank would release those funds, it’s now been 2 weeks and no one knows where my money is