Amazing pricing, but more amazing is the friendly customer service by Derek and Sarah.They will always take care of their customers

I needed a rental due to an accident, and Hertz had many available vehicles, unlike Enterprise and other car rental companies I contacted . I was treated well by all their employees and overall it was a very good experience. I definitely would recommend Hertz on Broad St, Richmond, VA.

I made a reservation 19 days in advance. I called the branch on West Broad Street, Richmond, VA the day after I made the reservation to get assurance that my reservation will be filled. I was assured that it will and if they can’t, I would be contacted. I was contacted at 5:37 pm today and was left a voicemail that unfortunately, they cannot fill the reservation tomorrow. Of course, the office is already closed when I tried to call. What am I supposed to do now with all the arrangements and coordinations I have done in preparation for this trip that depended on the pickup truck that I reserved. This is the worse of the worst I have dealt with in my experience. Shame on this Hertz Branch. I will file a complaint with your Corporate Office and go back with Enterprise.

Everyone was friendly and very professional. Highly recommend

Horrible experience, we booked online, arrived and was told the car we booked was not available. The car we wanted was out front, vacuumed and ready to go but promised to someone else first, despite the fact we arrived first. Fine, we start looking at other vehicles and they are all filthy dirty! We were told they were short staffed today, despite the fact we saw two guys in the back room doing nothing. They knew we were showing up, and cant get a single comparable vehicle ready in advance? This business model isnt hard, you rent cars, and when you get them back, you clean them up for the next person. Apparently, this simple service is not to be found here. Who wants to wait an hour to pick up a car when you are trying to get on the road!

In the car rented the back seat belt did not work and I did not know it didnt work and it didnt tell me it didnt work I was on vacation and my wife had to sit in the back seat with my son so she couldnt wear seatbelt

Ja’Quan was super helpful over the phone. I’m super nervous and excited for my honeymoon/road trip and he had answered my questions and eased my concerns so naturally! Thankyou for giving me something exciting to look forward to !

The shop is simple and a little dated, but it was nicely cleaned and felt fresh inside. Most impressive is the service I received. The gentleman helping me nearly bent over backward to help me with a last minute size upgrade that I needed, and was very kind, positive and helpful about the whole thing.

Walked in no one even bothered to see if I needed help and wat I needed help with. Then after waiting being told to come back later when half the workers just walking around not even bothering to see if I am being helped or not. Would not recommend anyone going there.

I had a great experience so far. They always give the car which was really clean. Excellent maintenance. Check in and check out process was smooth.

My son was involved in an accident and needed an affordable rental for several days while the insurance companies duke it out. Ive always used one of the other guys because, for some reason, I thought they had the best rates, based on their name. When my son said he was calling Hertz, I suggested my standby, but he reminded me that he was an adult. 😆 I must say, my young adult offspring got it right. The friendly gentleman working the lot that day got my son signed, in the car, off the lot in zippity quick fashion at a great price. I will definitely use Hertz the next time I need a car. Awesome!

Had a reservation scheduled during my lunch hour and Hertz picked me up in decent time. All the paperwork was handled smoothly and the representative, Danielle was great! Thanks Hertz!

Awesome staff, service and car! I made sure I returned the car extra clean. Im glad to have a go to car rental company.

Ive had my rental for almost 3 months. Customer Service is amazing. Mercedes and the Young thats always there are very helpful and super fast. They get things done when asked. I will recommend this location to any one.

One young man ran around doing all the work while three managers sat around and talked (two men, and a woman whom I thought was a customer service rep, except she didnt appear to do anything - even answer the phone in the 2 hours I stood around trying to get a vehicle). They tell you the guy will be right with you while they sit in a chair in front of you in front of a computer they apparently dont know how to use. They would not even pick up a phone. In fact, before I was picked up, I called 3 times and let ring for a long time each time before I got him on the phone. He was the one to come pick me up at the collision shop (I guess other customers just sat there and waited for him to come back). He answers phones, paperwork, gets and returns cars, and even cleans them himself while they watch the customers back up. Cars are filthy inside and out because their hose is broke and the young man tries to vacuum up the biggest mess as he apologizes to you for the wait. I was promised a vehicle comparable to my own, but when given an SUV, the manager came in after all paper work was done and told him I could not have it because it was to go to the airport. Only one other SUV on lot had broken drivers door (hinge literally falling off) and key fob would not lock front doors - but they didnt think that was a big deal. The whole second car experience was an additional hour of my time. Totally unprofessional location - they should make this hard-working young man (Jay, I believe) their manager. Epic fail, welcome to Broad street in Richmond I guess.

The visit was a laugh. I dropped my daughter of to pick up a car to go to Savannah, Ga. The man that waited on her was extremely kind and patient. He was confronted with another customer that became a distraction for everyone. He did everything possible to help this guy. About 45 min later my daughter finally got her car and left, she only made it as far as Fayetteville, NC. and she needed to get another vehicle. It was replaced at the airport and she finally made it to her destination.

The only reason I’m giving this place 2 stars is because the rental people were so nice, but there were only 2 and a line. There were 4 hertz guys sitting around talking loudly about football and basketball and when I asked them if they could help they said not if you’re here for a rental. As a gold member I waited an hour to get a car ... and then they told me they didn’t actually have the car I booked on line and there was nothing they could do about it. I offered to take any car and they said they have none. They said it happens all the time and I shouldn’t have booked so late. The same thing happened to someone else while I was waiting. They said just because you book and pay for a car that doesn’t mean they actually have it. So the problem is with Hertz online. I didn’t have another option so I waited an hour until a car showed up. Lesson learned: if you choose to rent with hertz get there in time to go somewhere else if they don’t actually have your car.

Have used this location twice now and have had no problems either time. Staff is always friendly and helpful. I tried renting a car from about 10 different places and could not be accommodated at any of them until I came to this location. Would definitely recommend!

Amazing staff, good prices, well maintained cars.

Have been calling to discuss my reserved rental. No answers, and after 56 calls and 10 mins... they’re closed. Great management

Good prices on good selection of used cars. My only gripe is not being able to use a credit card to make a purchase. Had to drive to a credit union to get a cashiers check.

I had a pretty rough time renting from this location. Here are all the issues I had:- took about 30 mins to get me the car even though I showed up a few hours after my rental was supposed to start- gave me a car with 3/4 of a tank of gas (I still returned it full though)- It’s 4 days after I returned the car (which I did after hours), and they still haven’t closed my ticket and emailed me a receipt. I’ve had to call another location to get them to handle it for me and escalate to the district manager, as every time I call this location they either put me on hold for 10+ minutes, don’t answer, or say that they’re about to do it but never do. So apparently I am still technically renting the car even though I returned it last week.- they won’t let you park on site. There is free street parking 2 blocks away, but it’s a pain that a paying customer can’t leave their car at the rental site.I certainly won’t be renting from here again and can’t wait to have to fight the massive bill I’m likely gonna get once they do finally close my ticket.

Made a 9:30am reservation a day in advance for this location which was confirmed. At time of pickup Crystal at the location casually advised me they didnt have any cars. I restated it was a confirmed reservation and offered my confirmation #. She advised she could see my reservation, but that doesnt mean they have a car for me.Not cool Hertz.Unreliable. Unprofessional. And now my day is a mess.I strongly recommend you dont attempt to rent here!

Had a reservation scheduled for Thursday 4/25/19 8am for my bachelorette getaway to celebrate with family and friends so I get a call at 730 stating the vehicle was involved in a auto accident and that there was nothing that they could do but I was more than welcome to call around on my own to find another vehicle at a different location... I then called the Hertz reservation hotline and they told me that location I originally made my reservation at had availability so I called back and was greeted with hostility and a demeaning tone and nonchalant attitude which was supposed to be one of they best weekends and moments of my life celebrating me getting married with family and friends my weekend has been ruined thanks alot Hertz i doubt anyone will read this but I highly doubt this would happen to a upper class family but hey this is the world we live in when the big guys treat us little people like nothing

My mom bought a car from here and Charly was incredibly helpful. She hadnt bought a newer car since 1994 so she was nervous about it. Charly was so patient and explained every step of the process to her. He just made the whole experience comfortable without that skeezy feeling you can get after leaving the average dealership. Moms happy, so were all happy. (ALSO! Phils personality is great! Somehow, signing paperwork was entertaining)

Had a terrible experience here. Reserved the car online a month ago, showed up today to find the car didn’t have any gas. They wanted us to fill it up. Obviously that’s ridiculous so the only guy working behind the counter leaves to fill up the car, comes back and says there is a hold on the car for maintenaince. We wait another 20 mins to hear back about the hold, turns out the car isn’t available to rent so they want to put us in a Jeep because they don’t have another compact car. We ended up renting an SUV an HOUR after we walked in the door. They better reimburse us for the gas and not charge us extra for the type of vehicle or else this 2 star rating will be a 1 star.

Great Hertz location staff is prompt, friendly, & courteous... this is my go to rental location when I Amtrak into Staple Mills Station.

Came in around 930am on a Friday morning, they were pleasant and very efficient. Even though it was very busy and only two of them working, (one was away) they still worked hard to make sure each customer had what they needed.

Asked them to air the tire up because it looked low she said oh is the light in i said i dont know but i have a long drive with it and want to be safe, so she checked to see if tire light was on and it wasnt and said no your ok. Then i get down the road and turn wipers on due to it raining and the wiper was broken. Customer service sucked. I dont think they inspect the vehicles either like they should. If im spending money i shouldnt have to worry about tires or wipers on a rental.

I had a confirmed reservation with Hertz to pick up a car on Tuesday at 8:30 am. I was going out of state to a relatives funeral. A representative at Hertz called me Tuesday morning at 8:00 am. as Im on my way to their location to inform me that they had no cars available. Some one in their company forgot to shut down the online reservations. This was very unprofessional and left my family and I in a terrible bind. Luckily AutoMax on West Broad street was able to accommodate us and had a nice variety of vehicles to choose from. They were a bit more expensive, but the staff was super courteous and I will definitely use them for now on. BTW-my son was also a victim of the computer glitch at Hertz and AutoMax come through for him as well.

On 8/3 I viewed cars online for their Rent2Buy program. A car I was interested in said it was available on 8/8, but I was leaving town that day, so I set my pickup date as 8/10 at 5:45pm. I returned home early on the 10th, so I gave them a call asking if I could pick up the car early. Derek told me that it probably wouldnt be ready for another three days (13th) because it needed an oil change and detailed. I talked to a supervisor and they told me it more than likely wouldnt be ready on that date, and my original date was only tentative. Nowhere on my emails did it mention my pick-up date as tentative. A total waste of time.

My experience was wonderful the agent was wonderful . thank you for yall help . wonderful job

My experience at this location without a doubt, has been the worst experience I’ve experienced with vehicle rentals thus far. My mother is Gold Member with Hertz (which in hindsight means absolutely nothing) and was very deligent about reserving a vehicle (full size sedan) for a special rate. Upon walking in, Derek Totaro very quickly told my mom that she was not able to access her account because it is under my dad’s name.... her spouse. Mr. Totaro was very rude and was short in telling my mom that she was basically “S.O.L”. My mom spent 30 minutes on the phone and the account situation was resolved- a discount included for our troubles.Mr. Totaro was very hard to find after the phone call. In fact, we waited nearly 15 minutes just to complete our transaction. My mom who was told that she could upgrade to a larger vehicle- specifically a mini van, was upset to hear that they had a mini van. However, it had only three working tires. (Which obviously would not get us to our destination 10 hours away)With tensions already high, my mom concedes and decides that we can take what we can get. After which Mr. Totaro ‘challenged’ my mom by telling her they would need to check her credit, (With a full lobby of already frustrated people) which was fine. For some reason, credit report required my moms Social Security #, which was not going to happen.By some divine intervention, we were able to make alternative accommodations, but we had some comments from the peanut gallery along the way. Here are a few of my favorites:1. “Ma’am that’s a luxury vehicle” (Toyota)2. “Are you even a Gold Member, or your husband is?”3. We don’t have any vehicles.4. I’m sorry... (beyond ingenuine)In conclusion, I wouldn’t waste my time with this location unless you’re itching for a bit of entertainment. In that case, Mr. Derek Totaro is surely the clown.

I WISH I COULD GIVE IT 0 STARS! The rep was super friendly BUT we preordered online, no SUVs got stuck with a Minivan.. thats fine... Car smelled like smoke... whatever... Turn in the car after hours... they charged us for an additional week! THANK GOD I TOOK PICTURES OF WHEN WE RETUNED THE CAR! PLUS they charged us for gas... KEPT RECIEPT!!! Luckily Im working directly with corporate to get this resolved... but for the time and energy... I would NEVER recommend this place!

Best car rental place and nice staff

The car was in good condition....the car smelled like a smoker smoked in it. After 2-3 days, the smell went away. Great customer service.

Mercedes and Jay are pleasant to talk to and very helpful great job

Always a great experience. Mercedes,the manager is very professional and has a greatvattitude.That is needed big time when dealing with the public.

Got into a bad situation yesterday while buying a new car that left me temporarily stranded in Richmond with an overheating car and no way back to Charlottesville. I had previously rented a car from Hertz but returned it earlier in the day to another location (a shout out to the gentlemen over there who were also amazing!). All the mechanics were closed and it was about ten minutes before Hertz closed, but when I called and explained my situation they were extremely nice about everything and sent a car out for me right away (into rush hour traffic I might add). In the meantime the person Id bought the car from had decided to come out and take a look under the hood and was fortunately able to repair the problem by the time the gentleman from Hertz arrived. He was very gracious even though I now didnt need the car and he wouldnt even let me pay for a days rental (which I felt I owed given the trouble Id put them to.) Its really nice to know that there are total strangers who will go out of their way to help you when youre in trouble! THANKS HERTZ! Ill be back, and hopefully much less trouble in the future!

Overcharged me because fuel report was not properly entered into computer database. Called twice to address issue- never received promised call back or refund. Courteous but not trustworthy.

Very helpful clerks. Manager is very responsive to customers.

Is closed

I am highly disappointed in the services rendered by a man by the name of Austin at the Staplesmill branch of Hertz, he spoke down to me in a outrageously arrogant way during a phone call about my dilemma that i had with returning my rental (nissan centra). i informed this man that i had made several attempts to contact the renal center to return the vehicle on Friday the 27th before 6pm which i had made a moment early but it appeared that they had shut down and left before their closing time which indicated 6:00 PM, later that evening i sent an email to the site that i was directed to go to ask them if i could schedule an appointment on that saturday ( 6/28) which the sign outside instructed me to do, i receive ZERO confirmation that the email was even received and when i explained this to him his word choices were quite colorful and imperious. Monday afternoon (knowing they would be open) my fiance went to give the keys back and when he did my fiance informed my that he was belittled as well and Austin told him that I would be charged an outrageous price because the vehicle was not completely filled. This is where my breaking point is because I was not given information that I would be charged more than double to fill this tank because if that being the case I would have gone out of my way to go down there to take it the one city block to fill last quarter tank myself. Conclusively this young man should have a supervisor audit his phone calls, if that was to happen, management would come to realize that he is not suitable for customer service relations and would likely benefit from formal training instructing him how to do so if he is to continue his career in this industry. I WILL NOT be renting from that company again, and i will highly suggest and influence friends relatives and any other person in need of a rental to look else where. If customer service would like to contact me I would be happy to explain this more thoroughly and in detail.That is all.

Great customer service 👍

Didnt have the vehicle I paid for a month in advance, even after confirming reservation the night before. Useless. It seems the entire Hertz company is incompetent at remediation.

Fast, reliable staff, great cars!

Reasonable price and easy to deal with... thanks Darry!

Quick in and out on our reservation

Bought my brand new 2015 Ford Focus from this rental car dealership.

Had a flat tire phone busy couldn’t get in touch with this branch.

Good customer service

Helped me out when the other Hertz on Broad wouldn’t.

Great job!

Bought my wife a car here.

Its busy usually and they take a while to attend the customer.

Third time calling and line is busy

Slow and car was not clean

Fast service

Visit