Very poor condition of car, both front tires bald and steel belts showing in spots. Only found this out after RF tire blew on the highway and I almost crashed. Car had no spare either. Emergency roadside took 5 hours to get a tow truck to me. Tire shop was appalled that a rental place would pass inspection and rent out a car with tires in that condition! I only drove 400 miles. Hertz manager at PHX airport refused to speak with me about the incident. Front desk said they were in a meeting, but they peaked head out of back room to look at me. I was more than cordial, just wanted this level of vehicle safety to never happen to anyone else.

When booked car got one price, during pick up they offered to fill up the car upon return which I declined. I received “estimated” cost if I don’t return car with empty tank. I made sure to fill it up, I even took picture upon return and yet was charged the “estimated” fees . Scam. It was my first time renting from Hertz and for sure last. I’ve been renting cars for the past 15 years and never been cheated like that.

Run down facility. Staff are rude. Staff do not elaborate on how insurance works. If you dont add insurance at time of purchase you only have 30 minutes to add insurance or your out of luck. They do not tell you this beforehand. They had just washed the car but the car was still dirty and was bad enough the wife asked if we could wash the car. The car was all dented and scratched and trunk lining falling off. Inside of car was dirty, looked and felt like the dash wasnt cleaned in a month. It was really dusty. I would only visit this place if it was a last resort. I would definitely advise visiting a different rental facility.

Loved the car (Chrysler 300), but Hertz needed more counter help. 2 people working on a Saturday night(Labor Day weekend) w/13 people waiting in line. Good service provided once got to counter, but so slow getting there. Actually signed up for Hertz rewards program while in line just to avoid this in future.

It was quite a confusing process with picking up the car and the customer service representative at the help desk werent the most knowledgable. However we worked with a rep Anthony Taylor (he gave us a card) was really helpful and left us happy customers!

UPDATE 2: Three. Hours. Later. We are next up. The attendant told the person in front of us that all the attendants caught COVID. 🤷🏼‍♀️UPDATE: Thanks to the COVID relief Bill, most of the desk clerks quit because they make more on unemployment than working now. Perfect example of our tax dollars hard at work. Thanks Biden administration. 😡If I could give them ZERO stars, I would!! 2 people working the counter, WELL over 150 people in line at the main desk. Another line down at the Gold member desk. The guy in front of us said hes already been here an hour. I will post an image of the line. Well never rent with Hertz again!!

Worst experience EVER!! My wife picked up rental car and it smelt like smoke. This was after waiting for over an hour to check out the car. We tried numerous times to contact them to see if we could exchange. No call backs from a Hertz Representative. On our last day, we got a flat tire. Tried to call the roadside assistance and waited 1 hour and 8 minutes before giving up and changed the tire ourselves. My 13 year old son and 15 year old daughter changed it because I had recently had shoulder surgery. Returned car to Sky Harbor and complained to guy working. He claimed someone would be in contact with us the next day. We are 4 days later and still no response from them. Found out today, they billed us another $103 on our credit card for the tire. Absolute joke. Never again will I rent from Hertz. Im suspecting Hertz wont reach out at this point.

Never renting from this company again. I prepaid my reservation in its entirety. I then come to find out that an extra deposit was needed when I picked up my car. Once it was dropped off the deposit wasn’t returned and their explanation is that it’s for insurance, which FYI i declined at booking because I’m fully insured personally and professionally with thru umbrella policy. They stole $1100 dollars from me. Never again. Save yourself the heartache

My name was on the board and there were a decent amount of cars to choose from at the Presidents Circle, however, there were only small SUVs. Our car also needed an oil change (only had 2% oil life left) and our rental was for a 3 week period. There was a backup at the exit. It seemed there needed to be more staff.

I waited 2 hours for a rental car I had already reserved and paid for . They only had two people working behind the counter, one person had to leave and we were left with one person for about an hour . Wouldnt recommend the phoenix Hertz Ive used Hertz all over the world from Spain, Ireland, Guatemala and havent been so disappointed. The two people working the counter were keeping their heads up despite the chaos .

The vehicle was great and the people i interacted with in person were wonderful. Two big complaints to corporate: Its ridiculous that you dont get a refund if you turn a car in days early. And the voice mail is intentionally designed to avoid all human contact. Unless you are at the desk in person it is all about customer serve-less. Hire some humans!

I travel quite a bit and rent cars fairly often. Used Hertz because they had the seemingly best rate. However, they charged me over double what I was supposed to pay. Clerk at the desk was very unclear with everything, told me I had to purchase insurance through Hertz on my rental. Would not explain what I was signing. Will not use Hertz again. Horrible Experience.

Very rude front desk staff. 2 older women actively refused me service at different counters! The more i attempted to de-escalate they angrier they became.Had to call my credit card service for support while standing at the desk and they got pretty heated on my behalf (they setup the rental for me and i just needed to finalize it for pickup).Thankfully a younger guy waved me over to his counter and processed me with absolutely no issue.My trip would have been entirely derailed without the fortune of that 1 guy just so happening to be on the clock when i arrived.Aside from him the counter staff communicates that Hertz phoenix does NOT need your business, and that you are NOT worth the time. Beware!

Attempts to reach a person by phone was unsuccessful. Alternatively, this post details our concerns. My husband & I are both handicapped with COPD. We rented a vehicle when we arrived in Phoenix, but were required to walk a long distance from bus drop off to pick up vehicle without assistance. We are seeking assistance to board bus returning to airport, which should be available for handicapped.

No reason I shouldn’t give them a 5-star rating. I booked a Mazda 3 but arrived an hour late from the delay of a flight. I found the main station closed and went down to the cars finding the Gold + pick-up center open. The Mazda 3 I had booked had already been taken by someone else so they got me off the line in a nicely detailed Cadillac XTS. Return only involved one step of just parking the car and left keys in.

A lot of construction going on to this property, somehow dollar. Car rental was closed and was handled in the HERTZ lane. First time getting a rental and Davon was awesome!! :) great customer service, friendly and has a good sense of humor...come check him out. Oh and 3rd floor to pick up your rental

One person at counter 50 people in line. Upon return we topped off gas at a citgo not even .2 miles from the car rental return. Completely full tank, even squeezed it to top off multiple times. I get a receipt saying I was charged $25 for a fuel service top off. The tank was full as you can get it! And to fill the entire tank from empty is only $35. I called customer service immediately while waiting for my flight and was on hold for 1 hour and 45 minutes but had to hang up because my flight was taking off. Everything was smooth up until the erroneous charges for fuel service. Who checked the car and saw a full tank and decided that they would tack a charge on? Was it driven more by an employee before fuel was checked? It’s only $25 but it shouldn’t have happened.

Lots of cars to rent at Hertz. Id say probably half of them are broken. The one I picked wasnt marked damaged in any way. However, it was underpowered. The airbag had been deployed and alarmed as soon as I took a 15 minute drive. The collision sensor for the front seems broken. And lastly, I found someones airport bag in the trunk. A little customer service and honesty goes a long way....

The phone number you call won’t let you talk to an agent at the front desk, and the voicemail box is full. Just wanted to talk to someone for a few minutes to see if I left an item in the car. Called the line multiple times with no assistance at all. There are options on the line for lost items, customer service, or to speak with an agent, and none of the direct you to the front desk, or any customer service representative!

Rental price was ASTRONOMICAL for a weekend rental. Car was great, and everything seemed to be fine, until I got a random charge on my card three weeks after the trip. They claimed the car was empty when they received it back, even though I filled it completely at the closest gas station to the airport. Save all receipts and cover your bases at this location

Took my reservation gave it to another customer and canceled mine saying they ran out of the car requested, then told me I had to pay money to talk to someone in order to get my money back, then when giving my money back tried to then book me for another car using an alternate card that I only use for deposits. wow.. lol

I had seen the reviews of this place and was dreading coming here. When I got off the shuttle after my flight (it was about 5pm local time, on a Saturday) I was shocked to see no one in line. I was helped right away, I had booked through AAA (Im under 25, AAA waives the extra fee that Hertz usually charges) and I was not harassed about that one bit nor was I pressured to buy insurance. I had the car for a week, no issues, and five days after getting home I still have no surprise fees on my credit card. So I dont want to discount the terrible experiences other people have had here, but my experience was flawless.

Lines are very long!Get off the plane and run to the front of the shuttle line! Have family wait in baggage for you to pick them up with your car. Makes no sense to wait for luggage then stand in the long line for the shuttle bus.Hertz was a great experience. Definitely recommend them. We picked up in Phoenix then dropped off in Las Vegas which was $700+ if I went with Sixt!!! $700!!!! They are insane. I paid LESS than was quoted which is very strange to me but I will take it.People running the counters were very professional and super fast. They didnt try to sell you anything you didnt need. Make sure to have license ready and proof of insurance. Was great. Thank you Hertz.

Update 8/31/21 - I never received a return email from customer relations. I won the dispute I filed with my CC company and the money was refunded. Today, I received a bill from Hertz for the amount that the dispute was for... it will be a cold day in you know where before they will get another penny from me.Dont, just dont. Long post...sorry.We went on a 2 week road trip. Picked the car up from Phoenix airport and started the drive 30 minutes north to our hotel. Before getting to the hotel there was a message oil change required. I contacted Hertz the next morning. After being on hold for an hour and a half, the call disconnected. I contacted them on fb and they responded quickly. I was told that I could take the vehicle in for an oil change and would be reimbursed. I explained this should have been handled before we got the vehicle (we drove 30 minutes, mind you) and that I would not be doing that. I explained that if they wanted to arrange for me to pick up a new vehicle at another location, I would be happy to do that. He told me I would have to call and arrange that. I said forget it.The trip went as planned with no mechanical issues (luckily). We dropped the car off at the Phoenix airport rental return place and took the shuttle over to the airport. The next morning, I woke to a text from my CC fraud dept stating Hertz was attempting to charge $142 and they had blocked it. I reached out to Hertz on fb again and was told it was a charge for an additional day. I explained that we returned the car early (not late) and there should be NO reason for an additional charge. He said he would close out the contract. The next day, my husband received a call from Hertz saying we had NOT returned the car. I again reached out to Hertz and was told one again they would close it out. At this point, I called my CC company and there had been multiple attempts to charge ($142, $284) so I had them permanently blocked. They eventually closed it out and charged me >$100 more than they were supposed to this time for returning it to a different location than I picked it up. I called them today and was told that I returned the car to Tucson. I explained that I did not return the car to Tucson because I flew out of Phoenix. He basically said too bad and said I would have to call someone else to get the money back. I told him I wasnt calling ANYONE else and that I would just report the charge as fraudulent to my CC company. I did call again before reporting it and supposedly the extra money is going to be refunded... I emailed customer relations as I was told to do by Hertz rep. To this day (a month later), I have not received a response. I ultimately filed a dispute with my CC company because Hertz did not refund the money as promised. BTW, according to the CC dispute guy, HERTZ is the worst and they have problems with them frequently. Save yourself the headache and go with another company.

Just got scammed by this location. No one there to check in or check out. We received the car with 1/4 tank of gas and returned it with 1/2 a tank. They charged us $92 for gas. Unbelievable! Called customer service and they were not willing to do anything about it! Wouldnt even let me talk to a supervisor! Worst rental ever!!!! And we are gold members.

Total rip off! I canceled four day’s in advance and they kept half of my money! Even our airline and hotel gave us our money back, but not this company. Hertz probably rented out our car and got paid regardless. Our family will NEVER use Hertz in our lifetimes - EVER!

Flew 3 hours to attend a funeral, got to the counter to pick up my prepaid rental so I could drive the additional 4 hours I need to for said funeral...and they refuse to rent the car leaving me stranded. Over an hour on the phone with their customer service and Pricelines, plus two separate talks with management and zero help....luckily I was able to walk over to their competitor National car rental and grab a car and go within like 15 minutes....in short never use this pathetic excuse for a rental company, theres much better literally 30 feet awayThanks for copy and paste response from the owner but I already spoke with management they dont care. This location and company are a joke. Just flat out awful.

My husband and I flew to see my aging parents for a very short trip. We had the Hertz car rental for less than 48 hours and drove it very little. Upon returning our car we took pictures and dropped off to catch our plane. All was well, no worries, we thought (side note: we have never had car rental issues in the past). Before we even caught our plane they hit our card with another $50.89 stating we had a rock chip. My husband filed a dispute asking for a picture, we have yet to hear back or receive a picture of the so called chip on the window. Not only have we not heard back they hit our card with another $51.00 today, with no explanation.  My husband is now not only working on the 1st dispute but now a 2nd dispute of charges. I highly discourage renting from Hertz unless you plan on paying alot for a short time period and plan on them adding false charges, with no proof. Bottom line, they are NOT a trustworthy company.

I am standing in the Hertz line... must be 100 people ahead of me. Moving at a glacial pace. 2 people working. You have got to be kidding me. Anybody but Hertz from this point forwardAn hour has now passed and I still do not have a car. These guys are the worst. Their signs touting #1 in customer service are BS

Completely disorganized and no signage. A ten minute bus ride from the airport after long concourse walk. Slow, slow, slow check out.

Counter person personality and demeanor change when we declined every extra that was offered and then he added 3 extra hours to the bill with out us requesting that and did not advised us.

Great customer service, both checking in to use the vehicle and upon returning it as well! Good vehicle selection, price, and love that I can use my Visa debit card with them! Ive used Budget a number of times now and theyre ALWAYS my first choice- reserving online or with their app is really easy too.

Multiple flights of customers in line (likely all with reservations that tells Hertz exactly the window of time they’re picking up their car rental). I estimate 70 families in line. Yet somehow Hertz has two people working the counter. The incompetence is maddening. Already waited 30 minutes. Looks like it may be another hour before I get to the counter. Get your act together, Hertz. (By the way, Sixt had no one in line. If you can choose, choose Sixt.)

We had booked a compact vehicle for our trip. When we checked in the gentleman at the counter asked what we had planned. When we said that we were headed to the Grand Canyon the guy told us that we needed to pay for an upgrade to a larger vehicle. When we declined he proceeded to tell us that “we would never make it”. (Are the vehicles really that bad) He then tried to sell us additional insurance, when we declined he said that Geico doesn’t cover rental cars in Arizona. (A complete fabrication) When we declined again he shook his head at us. We don’t appreciate these rude, outdated scare tactics when trying to rent a vehicle. Not a good way to start our trip.The vehicle that we got was a 2018 Nissan Sentra and it did the job just fine.

We were in and out with a vehicle within 10 min. The workers were friendly and helpful. Return was easy too!

Easy to book. Created a gold member account and made it even easier!!

The car dispatch and travels were good. Turning it in was a b----h. GPS sent me to wrong location. Once there check in was over in 6mins

Do not rent a car here!! We were one of multiple groups who were ripped off and received terrible customer service this morning. Cab driver told us they are notorious for over booking! Go to Budget instead

Fast & frictionless! As a Gold member with Hertz, I was able to go direct to car pick-up without having to stop at a check-in desk. I was also able to select any car from the section! I never had to interact with a Hertz employee because everything was automatically handled.

The vehicle that was rented to me was in filthy condition. Here are a few photos of the vehicle when I picked it up from the airport. Wouldn’t use Hertz again.

Airport location. Had cars. Service was only at checkout. Overall quality of hertz feels like a lost cause.

Would avoid at all cost especially if landing in Phoenix at a popular time. We got here on Sat at 9:30 am and got to the rental car place around 9:50 am. By the time we are served it is 11:10 am. There were only 3 people working in the kiosk with 50 ish people or so waiting in line. By the time we got to the agent, the agent also made us wait because she says we had to wait for a car despite a reservation of car pick up of 10 am.When we go downstairs to pick up the car, we are told the car is no longer available and need to check. We got a totally different car than what we signed up for. Go elsewhere.

TL;DR - random “damage” fees, long lines, no customer service support, will not get vehicle class you bookedThis Hertz location is not trustworthy. I was charged a damage at return fee for damages that no one made me aware of. I called the billing questions number and was told they had no notes or claims on my rental agreement for any damages. They directed me to the First Notice of Lost department for more info.I called that department and was also told they have no notes or claims on my file. They told me to call billing. Which I explained that’s who I called first. The rep then told me the last resort would be to call the location I rented from since they are the one who charged me.I tried calling the Phoenix Sky Harbor location multiple times and each time no one picked up and my call was redirected to billing. I went through the whole process of explaining everything again and the rep finally filed a dispute on my behalf since they had no way of telling what the damage was.I was told that someone should always inspect the car with me when I pick it up and again when I drop it off. This was not the case at this location. You will be handed a slip of paper of where your car is and you will have to take it and leave on your own. When you drop it off you will leave the car in the parking location with the keys inside and leave without making contact with anyone. It’s suspicious to charge a customer a damage fee if no representative inspects the car before and after drop off. If a customer have to pay for damages they should at least know what they are paying for. The fact that 2 departments have no notes or details on what this damage is is very suspicious. I have a feeling I was charged because I refused to buy their damage waiver plan (which the rep got rude with me when I kept telling him no).If you rent from this location, expect long wait lines (I waited 50 minutes), unexpected charges and fees, and despicable customer service. Do yourself a favor and take a video and photos of your vehicle while in their lot during pick up and note any damages. Even minor damages like dings and scratches because they will use those against you for additional fees.Or you can save yourself some time and headache and take your business somewhere trustworthy and reliable.

Absolutely terrible! Its been over a week and my car is still not showing returned. I dropped it off with the Hertz attendant as instructed over a week ago. Since then, Ive made multiple phone calls to customer service (the number listed on Google forwards to the national call center). Ive also called every other rental car office at Sky Harbor trying to speak with a Hertz rep at the desk (still no luck). Finally, the national Hertz office gave me the managers office number. This hasnt worked either, as Ive left multiple voicemails with no call back. Avoid using this Hertz location at all costs!

Hands down the worst experience I have ever had at a Hertz. I travel here monthly for business and on occasion there isn’t a car immediately available but they have normally made it right by upgrading. Despite having a reservation through my “gold 5 star” membership there was not a car immediately available. The employee instructed me to take a vehicle which I was not able to take not once but twice. Not a big deal except I had our two toddlers who were fresh off a 2 hour delayed flight past dinner and bed time who’s car seats are oh so much fun to install and reinstall multiple times across 3 different vehicles. The second vehicle, the manager, Jesus, walked me to even. We got to the gate to exit and had to turn around to return the vehicle. Jesus was incredibly unhelpful and acted casually about the situation like it was no big deal. When I asked if a larger vehicle was available he said yes but you’re going to have to pay more. When I asked if there was a price adjustment he could make he said no I would have to call customer service. Hertz has lost my business and my company will be talking our rentals elsewhere.

Did anyone else rent a gold Ford Fusion from hertz sky harbor and were charged a windshield repair fee when they rented the vehicle to you in that condition? The windshield looked like it had been patched in multiple areas. I believe this place is fraudulent. Waiting over 3 hours to pick up a reserved vehicle, paid at the time of reservation and included the insurance. No one there to assist you and go over current condition in the garage you are to just find your car near the stop sign. Car smelled like cigarettes and banged up with dents and deep scratches and a windshield with botched patch job. Wasn’t about to go back in the 3 hour line to change car when we were already pressed for time and only had the vehicle for a short period of time. Dropped off the car and my husband tried to get a worker to get assistance regarding the previous condition of the car and he just kept repeating park the car and leave the key. Called the 800 and the guy on the other end sounded far away from the phone so I couldn’t hear much. I asked to speak to his supervisor or who to call regarding our experience and he said that number does not work/no one answers it but rather to look up on line an email that goes to corporate. This is the worst experience ever. They obviously don’t treat their employees well at all either. The young man at the counter was left by himself by a second coworker several times during our wait. This man was very patient and nice among a very upset and tired crowd of customers. I asked him if he had a break and he said no because he can’t leave all the customers waiting. If your going to leave an employee by himself to assist a huge line of customers without a lunch or break at least have on delivered for him.

Very slow pick up process (I havent rented from Hertz in a long time so I had no profile). Waited maybe 20 minutes in line. Drop off was strange. No one to tell you the procedure which turns out to be leave the keys in the car and walk away. Thats a little uncomfortable...

Friendly staff and quick service. Gold and above members can just head to the 3rd floor to pick up their car.The vehicles available were quite vast to choose from and I was happy with the selections.The vehicle I had was well kept, clean, and smelled nice inside which is all you can ask for when renting.Thanks!

Nolan and the staff in car pickup area provide EXCELLENT customer service

Renters Beware!!! What youre told when you pick up your vehicle means nothing to the corporate office. Three Hertz employees at the airport location told me that a reservation and pricing change could be easily handled by calling customer service. Not a chance! Was told I should have handled the change at the airport and nothing can be done now.Rather than receiving the credit that I was told repeatedly would be simple to attain, the option I was given instead was a CHARGE of a higher rate since my original contract had already been completed.My message to Hertz is this....you chased away a loyal customer rather than honor a simple credit! Great business plan! Cant wait to share my experience with all my traveling friends.

Always great service & easy with their gold service. Pick a car in the gold area and go. Then just leave the vehicle in the return line & go catch your flight.

You can not get a hold of a person with this company. Everything routes back to the same recording or automated system. The system is designed to ensure you can’t talk with someone unless it is for a reservation. Unfortunately my issue can’t be resolved by an automated service. This leads to poor customer service and dissatisfaction.

Weve never had a really bad experience with a car rental, until now. Despite the long line, and the fact that there were only 3 people working, we still had to endure the up-sale spiel. We agreed to the refueling option to make returning the car a bit easier and to get out of the airport and on to our weekend getaway. I was told the cost would be $3.03 per gallon and was given an estimate receipt for $42.62. When we got to the lot where the compact car we reserved online was supposed to be, there wasnt a single car in the lot. We walked to the Hertz booth in the parking garage and were told to choose a car in a different lot (they made it seem like they were giving us a free upgrade). The Nissan Maxima was badly scratched, the bumper was dented, and it was dirty. Fast forward 3 days...were on our way back to the airport car rental return when a tire blew so I called the Emergency Roadside Service number. The automated voice said the expected wait for my call to be answered was 47 minutes! My husband changed the tire in 93 degree heat and we made it to the airport before anyone answered my call. While I was looking for the number, I found another refueling receipt tucked in the folder for $70.62. (obviously for the upgraded car they knew we were going to have to drive). I did the math and realized they were going to charge us $8.78 per gallon for the gas we used! When we finally made it to the airport, I explained the tire incident, that no one answered the Emergency Roadside Assistance number, and that I found the secondary refueling receipt. No apology was offered, I was told to fill out an incident report, and given a bunch of baloney about the refueling charge.Take Aways:1)DO NOT rely on Hertz Roadside Assistance2) Dont opt for the refueling unless youre okay paying $8.78 per gallon(gas in PHX was less than $3 per gallon)3)Dont expect even mediocre customer service from this Hertz rental site

If I could give a zero star I would. They gave my mother a rental car WITH NO GAS IN IT. When she dropped it back off they pretty much treated her like she was lying and after her demanding to speak to someone else they finally refunded the fee for returning it with an empty tank. She waited a few weeks and still no return. So when she called they told her they decided to DENY IT the next day and didnt bother to email or call. When she asked to speak to a manager the lady said No youll just get the same answer.. Even if its more money take your business somewhere else.

I used Hertz for car rental for my vacation for the first time- it was the worst experience. It was in Phoenix airport on April, 18th- Sunday. Never again. The line to get to a customer representative was 2 hours after 5 hours flight. There were like hundred people waiting and only 3 representatives at the counters!!! On top of it I’ve been told at the counter that there is no extra charges and signed for it, they kept my signature on file and changed the total. It is the worst!!! Never again.

Waited in line for 90 minutes to get a car that broke down on the highway outside phoenix an hour later. Tow truck didnt come for another 5 hours and was stuck in 110 degree heat. Customer service was awful from start to finish. Wont ever rent from Hertz again.

After a long day of travel with kids in tow, arrived at the Hertz location and found a line of 20+ people with only 2 employees working behind the counter. Looks like a 1-2 hour line based on the current pace. Unacceptable. They have a general idea of how many folks are coming based on the reservations. Staff appropriately.People are very upset. I don’t recommend using this location.

AT this point I am convinced Hertz does not care about their rentals or their customers. Their policies dont allow them to fix problems. Submit the issue at rental, I did, no one cared. I turned in the key to a physical person to let them know the key stopped working during the rental, now I am charged with a lost key charge of $250! I asked to extend my rental on the day I picked it up, he didnt extend it so I was charged a late fee. I called after seeing the late fee, customer service said they would fix it and now they wont because it wasnt done on the first day of rental. Oh but I did and that means nothing. Now, I called and policy says they cant do anything about it! Hertz, this is the worst experience ever! FYI - dont rent the black KIA Sorrento, the back seat belt is almost completely severed like someone took a knife to it. Hertz doesnt care about that either.

Easy experience from start to finish. Staff was very helpful and attentive.

On day 1 of a rental. I prepaid for the vehicle and the GPS service. I cannot find the gps on the vehicle and I have been trying to call Hertz but after 25 minutes of waiting I had to hang up. I tried calling 4 different times and am never able to reach a person.This review will be raised.or lowered based on Hertzs response.UPDATE:So far I have not been able to talk on the phone to a person. Wasted a lot of time communicating on FB messenger with Hertz just to find out they cannot do anything and are just a social media team. Standby for another update.Unsatisfactory customer service.

The rental car center is a 10 minute shuttle bus ride from the airport, a bit too far for my liking.Got there at 1pm Monday in June and there were only a few cars in the lot and a few dozen people in line, not a good sight. The gold choice board just said gold instead of the stall number for a car, because no cars are available. I found someone who didnt want the car they got, (a POS Chevy spark) so just took that instead of waiting for hours in the hot, outside waiting area.And I filled up with gas before returning and I still got charged for gas. When returning there is no one to check your car in, you leave the keys in the car and leave. I will in the future use Lyft or Uber when visiting Phoenix.

How did Hertz go so far down hill?Drivers seat was stuck in a reclined position and there was no one around to help fix it. The car smelled like smoke, it seemed to be coming from the vent. There was a check engine light that came on every time I started the car. When I dropped the car off, there was no one around or any signs to indicate what to do, we had to ask someone who came in after us who also didnt know, we decided to just leave the keys in the car and hope for the best. I prepaid for the entire reservation and THEN was charged an additional fee that didnt make any sense after the car was returned.

These people will try to rip you off and get your money without explaining anything. DO NOT PREPAY FOR ANYTHING when renting your vehicle. I prepaid for insurance already and the person up front double charged me for insurance of $200. Confronted the person and explained that I already paid for insurance. Guy didnt even look and noticed that I already had already bought insurance. Also prepaid for gas but the person upfront never told me that I can return the fuel at any level and never got refunded for prepaid fuel when I returned the vehicle with full tank. Called customer service and they stated its within the agreement even if no one told you anything. So... you expect us to read the whole pamphlet in tiny fonts? No thanks. Hertz does not care about customers, just money.Hertz is a shady company. FYI they just got out of bankruptcy and will try to tag additional fees if you dont check your bank account!

Filled car day before RTP off. Car fuel tank showed nearly 7/8 full. Hertz claims they put 10.8 gallons in to car. The tank only holds 19 gallons. Most gas it could accept is 5 gallons at $9.99 per gallon. Be careful about this location. First deception in 30 years of renting from hertz.

Very poor service, couldnt help in no matter way. Had my wife that booked the car uber at the way back to the airport to claim the vehicle and then to come to find out that couldnt happen because it was a venmo card. Horrible service and disrespect from employees and manager were completely unacceptable! Dont use this service. Pick enterprise!!!

Excellent!!! Fast service .. I literally booked while walking from baggage claim to the shuttle. Walked up, got my car, and drove off! Yay for Hertz Gold!!

I rented a care Online through Travelocity and got a super good price for 7 days. I was standing in line. I heard one after another of the agents being so negative to the customer and like they were finding reasons why they couldnt accept there rental. Several were because there debit cards were not actual Brick and mortar banks you can walk in their cards were internet banking cards. I saw this happen to 5 customers.When I got to one of the agents I explained that I paid through Travelocity and it just needs to go through that. It was a Chime Credit card and she snapped at me and right away said oh we dont take those And explained the same thing. I said it was already paid for because it had to be locked in by the price and she could put the deposit on that or I have a SOFI debit card she could use. No we dont take those either.So I just walked away and went around the corner to Enterprise Car Rental. Explained the situation and they said no problem. Matched the price and I WAS ON MY WAY WITHIN 10 MINUTES.. Hertz your a JOKE. NEVER USE HERTZ!!!

Jama was very helpful! He gave me a great customer service! Highly recommended!!

Definitely glad for the gpr program. Fast easy car rental no lines to stand in no waiting. Get in and GO

First off they tried to overcharge me. Thankfully I had printed out the email from them with the correct charges so that area was fixed. Then Im on the bus to the Terminal and read my final summary to see they charged me to fix a crack on the windshield. Thankfully I had taken photos. Got back on the bus back to the rental terminal to speak with the manager. Showed her my photos and the time taken. Only then did she take off the amount. I wonder how many people they have charged to have that windshield repaired and yet they havent repaired it. Shame on you Hertz.

BewareHorrible experience!!Landed 10:12 pm great flight landing baggage claim. Then the rental car experience, waited in line for 1 1/2 hours upstairs manager said big wait downstairs he wasn’t kidding another 1 1/2 hours then no cars. Finally left with a mini van ( supposed to be a convertible reserved and paid for 3 months ago )If you want to start your vacation out as bad as possible rent from hertz.PSMy wife hates mini vans.

Waiting 30 minutes for my reserved rental car and it still isnt here...I mean - they knew I was coming!

Love the gold membership to save time and go directly to the car. Employees were nice out in the car lot

Love rentals from Hertz but the return process at Sky Harbor International this time was very understaffed. There were tons of returns coming in but nobody there except one guy that I saw accepting them. We were told to just leave the keys in the vehicle. The website was also not acting right. It gave me the option to e-return but then no instructions as to how to do it. When I tried calling them to make sure my return was all set I was just left on hold until I had to board my flight. I hope all went well and my return was accepted.

I do not believe that someone could have a worse customer service experience than I did with Hertz. I booked a car for 4 days from the Phoenix airport so that I could drive to our hotel in Tucson. I paid $480 upon booking. When I showed up rental, I had to wait in a 2+ hour line. It was Sunday, Dec. 27, one of the busiest days of travel of the year and there was close to 100 folks waiting for cars, yet only 4 Hertz employees working (every other rental company had 6-8+ workers... we had plenty of time to observe and count). When I finally got to the front of the line, the incompetent Hertz representative very rudely informed me that the car reservation had been cancelled internally (I never received an email nor any notification of this), that they did not have any cars, and that there was “nothing she could do to help me.” After being told to leave the line, I checked my bank account and saw that the $480 charge had nonetheless been processed. I spoke with another representative who directed me to go downstairs to speak with a manager. After waiting in another 45 minute line, this manager repeated that the reservation had been cancelled internally and there was nothing they could do about it. I ended up renting a different car ($200 for the same time period and same car) and even contemplated ubering to Tucson, which likewise would have been cheaper ($120 there, $240 round trip).The day after (today) I called customer service to have the $480 charge removed. After calling the customer service number provided online and waiting on hold for 45 minutes (and being charged for every minute as a long distance call), I was told that they could not refund the $480 because the “reservation is no longer in their system” and that I would have to dispute it with my bank, which I most assuredly will do as well as pursue any/all legal remedies at my disposal. In sum, I will never book with Hertz and passionately advocate to anyone I know to do the same.Why would you book a car rental with a company that steals your money, cancels the reservation with no notice, leaves you stranded in an airport, holds you ransom by refusing to reimburse you, and all the while is rude about doing it????

The service of the agents was great. They were working hard to get through the long line of people waiting. It was my first time renting a vehicle so I did the usual walk around noting any scratches and dents. I now know to check under the hood too since the vehicle I chose overheated and the check engine light came on just a couple hours after leaving the rental center. The coolant reservoir was bone dry. The text service from road side assistance was telling me to drive to the nearest hertz for a replacement but I refused to drive with the check engine light on and the engine overheating and then try to be charged by hertz for damage to the engine. I was able to talk to a live agent from the road side assistance and she had the vehicle towed and a lyft arranged for me to take me to get a replacement rental so kudos to that agent. Getting the replacement was a simple process thanks to another great agent. So the 2 stars is due to negligence maintenance of the vehicles and the road side assistance text service

Rented from Dollar...kiosk closed...waited 45 mins.in line at Thrifty kiosk... There was no assistance from the staff as I am disabled and not able to stand for even short period s of time....the car itself was Hertz small SUV. I had a reservation for a full sized car. Invoice upon returning home via email had a 400 dollar charge for damage that remains a total mystery to me. There was no damage during my 3 day rental. Worst rental experience ever.

The Gold service was outstanding. I arrived around 11:00 AM on Friday and headed straight down to the Gold board in the garage. Since it was my first Gold rental, I swung by the Gold desk where there was no line to confirm my ID and CC info. Total time spent in the facility was less than 10 minutes. There was, however, a considerable line of people waiting at the standard counter.

Very poor experience. Unclear communication at check in. Cars were not ready to be picked up so myself and 7 other groups formed a line to take a car as they were brought to the pickup area. Took roughly an hour to get checked in and get a car which could have been worse, I’m not mad about that. When I Dropped the car off after hours, I placed the key in the drop box, and now I am being charged for damaging the keys. Customer service was not helpful telling me they cannot describe the damage and could not send me photos of the damaged keys. They also would not put me through to a supervisor telling me even if a supervisor had time to talk to me it wouldn’t change the outcome. The generic customer service line gave me the number to the Phoenix location, was unable to get through to a human. I have emailed customer service and will update the review based on their response.

If you’re new to the car rental procedure be forewarned, this company like all companies is truly out for itself.We rented from here 1/05 to 1/12 and had difficulty from the beginning.If they try to upsell you on the insurance please know you CAN deny it. Also be forewarned you’ll be waiting 30+ minutes to get to the counter, and be sure whoever books the rental has the available funds on a card with their name as they will not accept a spouses card even on a joint account.If not they will take your booking money in full and you’ll be left S.O.L.Lastly, if you find yourself running late and unable to refuel the tank in FULL they will charge you $9+ A GALLON, PLUS an additional $40 in fees!!!No where in their contact does it explicitly say the actual cost of the gas, only that “we will service and refuel at a per gallon rate”.If after this you still decide to rent from this company, I wish you the best of luck and a MUCH better experience than ours.

Worst customer seervice I have ever experienced. Would give a zero if I could.

Worst rental car situation I’ve ever experienced in the United States. Booked and paid for my car rental reservation 3 months ago at Thrifty. Landed at 12 pm, got the rental location at 1:15 pm. 123 people in line ahead of me at Thrify! Nowhere to sit down my and an astronomical wait. After waiting 1 hour and thirty minutes, left Thrifty line and walked to Payless, got a junker from Payless rental for $650 for 1 week. 2020 Toyota Camry reeked of smoke, dirty, damaged exterior. It was horrible experience. I ended up paying $1100 for 1 week use of a rental car. Absolutely avoid this nightmare if you can. Horrible situation and nobody cares.

Horrible experience. Had a pickup scheduled through my travel agent. Had a confirmation #. After waiting 2 hours in line the man behind the counter told us we did not have a reservation. Said he couldn’t help us and to call the 800 #. After 2 more hours on the phone with customer service I kept the agent on the phone and took my phone to the hertz desk. Customer service agent on the phone demanded that the agent behind the desk type in our confirmation number again. Low and behold there was my name. One of the worst customer experiences I have ever had. Another Hour and 45 minute drive to Sedona through the mountains in the dark was not enjoyable at all! I will definitely rethink using hertz in the future.

People here were super friendly and we got our car really quick. Thanks a ton for the very nice experience.

CHEATERS. Charged me an extra $54 after all was done. Customer service could not explain to me why. No way to actually speak to the people who added the charges. What a scam. Said it was a windshield crack. Was not cracked. Straight scam.

I was very shocked to get in & out very quickly today (even with all the airport construction 😒)😮🙂 Love being able to choose the car you want! This is my first time renting from Hertz through USAA, and I will definitely be back 😊

100 people in line to get their cars and they had 3 people working. That must have been too efficient so 1 left. Congratulations Hertz, this is officially the worst rental car experience ever. I’ll never rent from Hertz again.

I was asked if I wanted the coverage for the vehicle and I said no because my car insurance company covers that for me. He took my card and told me that there will be a charge for Hertz for $224 but it will go away once the car is returned. I waited 15 days for the charge to go away and it never did so I called Hertz this morning and was told that when I signed the “loss damage waiver”, that I was accepting that charge and it will not be given back to me. I don’t understand how my reservation of $218 on Priceline turned into a $442 total car rental. It feels like Hertz tricked me into signing something that was “going to go away” when in reality, it won’t and you get stuck with a bill over double what it should’ve been. The guy was very nice but it seems as if he has not been given the correct information.

Horrible experience. Will not rent from Hertz ever again. 2+ hours in line, did not get the kind of car I reserved and paid for weeks prior. Check engine light and flashing red lightning bolt light comes on (problem with electric throttle) in the middle of the desert. Car surging while my foot was on the brake, wont drive over 20 mph on a car with 11k miles! Called hertz and was on hold for 2 and a half hours! Finally hung up and called emergency road side assistance, on hold another hour, left a message. Got a call back 3 hours later. On the EMERGENCY line! Said there would be a new car waiting for me at Flagstaff location. Arrived and noone was there, ghost town. Called the number at the counter for assistance, left a message. This was 4 days ago. Still no call back. Dropped off the car but noone to talk to. Worst customer experience hands down.

There was a very long line and just two employe, we waited almost 2 hours !!

Prepaid for the rental through Priceline and was charged again for the rental amount plus 1/8 of a rank of gas even though we filled the tank completely at the nearest gas station to the airport upon return. Customer service responded that they needed proof that we filled up the car but did not address that they had charged us again for the rental. Have been waiting since 1/29/21 for an email response after I sent them proof of purchases.In addition, we had to wait in line for nearly an hour on the day we rented and when we finally made it out to the lot there were no cars available, the only one there had a “hold” on it but they didn’t say why but removed the hold and let us take it. Completely frustrating experience. We will never rent from Hertz again.

Very nice but I am a Gold member so not sure I can give a good accounting for those going through the line.

We were driving back to Tucson from San Diego and the AC in our rental went out about an hour outside of Phoenix. After trying the phone lines we just decided to stop at the sky harbor location.We came to the airport to see if they can exchange the car for another one. A little skeptical from the previous reviews on here, but once we got here it was quick! They had 3 people at the desk, the employees were all so empathetic and understanding, that I was literally surprised.It takes a lot for me to give reviews, and it takes even more for me to give a positive one. But this was outstanding customer service.Yeah, the car’s AC going out kind of sucked, but the quick exchange made up for it.We were in and out in under 25 minutes.Excellent customer service (in person)Thank you guys!

Terrible line to wait for car. No one is ever working. It’s not like they don’t know how many reservations they will have at a given time. Waited almost 2 hours for our car. Completely unacceptable.

Two counter people to help at the service desk(nice people not their fault) each customer takes 10 to 15 minutes to help @ ten customers do the math. Wait, fire the manager at the corporate office that set up the staffing schedule first, then do the math. Is Hertz going out of buisness due to Covide 19? Take care of your customer first and the money will come. Take a look at your reservation schedule two/three weeks in advance and schedule staff accordingly. 3/17/21. Waited in line 9:15pm till 10:30 until we drove off in a car.

Big lines on the weekends. Online Kiosk available which helps the wait. Huge selection of cars, just have to pay more if you don’t find your car in your slots.

Friendly staff but was way to much money to pay. I did receive a discount but it didnt help at all.

Website took my information just fine, then when I got there they said the car needed to be returned at that same location even though the reservation didnt mention that. Already an awful day that was made worse. Also they wont take a debit card, has to be credit which the site doesnt make clear.

Waited 45 minutes to get to the counter. Rep at counter took another 40 minutes as he tried to process our rental. Made mistake and then tried to correct it. Said he did, after supervisor came and showed/told him how to do it, and we later realized it was still wrong. Overcharged by almost $200. Overheard they had mandatory 2 hours overtime. Almost seemed like slowness was intentional. Line was even longer when we left.

My two worst car rental experiences to date have been at this Hertz location. 45+ minute lines, rude employees, and poor planning. On 2/12/21, after 40 minutes in line upstairs, I went downstairs to see if we could check in there. We’re Hertz gold members but had booked through a third party. The woman downstairs (who had ZERO customers) said she wouldn’t help me. I asked if they had anyone else who could go upstairs and said it seemed like they were really understaffed. She started looking at her nails like I was boring her and just said, “yeah, we are.” I asked her if a manager or the person in charge of scheduling was aware of the problem (honestly, it’s not like they don’t have a perfectly good idea of how many reservations they’ll need to handle several days in advance, especially at an airport location). She literally didn’t even look up from her nails. I stood there waiting for her to answer, and she waved me away without even looking up. Terrible service and poor management.