Pros: The drop off process was quick. It's good to get there on time.
Jan 10 2016
Pros: Nice car
Cons: Got there they didn't have car I paid for. They up charged me and for a Lincoln. Drove 250 miles to pick someone up (my children). Just to find out the back seat was missing 2 of the 3 latches. Tried to call office but even though I was told they were open until 1230am (wanted a same day return) they really closed at 6pm. Left note in key drop box with key to have someone call. They never did. Filed complaint with 800 still no call back. Spoke to office car was on loan was promised it would be looked at upon return and manager will call. Never called. Still waiting contacted via Twitter and they say to contact them via email. Did that today. Here's to waiting more. I will not rent from them again. Ever!
Jan 11 2016
Cons: I called to ask how much it would be to drop off at a different location and was told it would not cost anymore. However, when i went to extend the rental, it was $200.
I was also inadvertently told the wrong return time.
Feb 9 2016
Pros: Vehicle was clean, reliable, and very comfortable.
Cons: I paid for Satellite radio but it did not work. I was able to get a refund for it. I was surprised by the cost in the end. there were lots of fees I was not expecting.
Jun 1 2016
Pros: Great price, easy pick up and drop,off, nice car
Jun 17 2016
Pros: The booking process was very smooth and we got a good deal by booking via mobil phone
Jul 10 2016
Pros: Easy to drop off and friendly staff
Jul 15 2016
Pros: All was as expected. Car was there, staff was pleasant and efficient, Car was clean and ran well. No problems.
Sep 18 2016
Worst Customer Experience
Cons: They sell for cheap and then add hidden expenses, and they treat their customers in a very bad non-understanding way
Their system is flawed and they still won't accept feedback.
They are not there to give you a good service, they are there to rope you and treat u bad after
Pros: The staff at the East Main Street location were on point. They were very accommodating, professional and friendly, I was picked up timely and returned the vehicle without incident. Despite the fact that the West Henrietta location sent me to their location instead of one nearby.
Cons: The cost of the vehicle was very expensive. In addition, I was charged a $300.00 deposit. The vehicle was difficult to drive due to its configuration. I was denied when I asked for an upgrade.
Jan 4 2017
Pros: The staff was friendly and helpful. We were offered and accepted an upgraded at not cost.
Cons: I assumed they ran a shuttle to/from the airport. Wrong! Upon calling after landing, was told they weren't allowed to run a shuttle on airport property. So, had to take a taxi to/from their location. Extra cost subtracted somewhat form otherwise great rental price. The fact that shuttle was not available should have been made very clear on website.
Dec 21 2015
Pros: Customer service was very speedy and friendly. Got me to the car with all payments and paperwork done in less than 10 minutes.
Cons: A little expensive for drivers under 25.
May 2 2016
Pros: We received an upgrade. My daughter loved the sunroof.
Jul 26 2016
Pros: The service. Was excellent.
Cons: Everything was good.
Oct 30 2016
Pros: Picked up and dropped off the vehicle with ease. The associates were very helpful.
Dec 6 2016
Pros: Pickup was excellent. The people at desk were very friendly and helpful. They actually HAD a choice of 3 vans for me to pick from. The last time I rented a VAN from another agency they had NO VANS when i went to pickup. They also took the time to show me all the gadgets on the van and how to use them. Very impressed.
Cons: I didn't like the drop-off but was probably due to the airport location. There was absolutely no one in the garage where I dropped the van, and no one in the terminal. I wasn't sure exactly what to do with the van and keys, so I took a lucky guess. I hope I was right, no one there to confirm anything.
Cons: The smell of the car was intoxicating. It smelled liked cigarette butts were attempted to be covered up by febreze. Additionally, the engine was so loud, I could hardly hear anything.
Jul 8 2016
Outrageous additional charges
Pros: Clean vehicle, friendly staff at pickup.
Cons: I made a reservation for a pick up in Rochester and a drop off at JFK. I called to apply my AMEX certificate, and Hertz gave me a new confirmation number, but they didn't say anything else changed. My original reservation was for about $420 for 4 days, or just over $100 per day. When I went to pick up the vehicle, I was offered a "sale" on an upgrade of $30 per day, which I took. Then when I went to drop off the vehicle, they claimed that the cost would be higher due to a drop off at a different location than the pic k up, even though that's what I was quoted and reserved. I ended up paying $650 for 3 days! That's more than double the daily rate I was quoted!! I let Hertz know of my frustration, and they said "As a goodwill gesture, we will remove the upgrade charges on this rental," which was a mere $30 per day. I gave them the opportunity to honor my original quote, and they still overcharged me by double and called it a "goodwill gesture." There are plenty of rental car agencies out there. Pick a different one.
Dec 20 2016
Pros: Quick service
Nov 2 2015
Cons: Check out person was very pushy with upgrades and insurance we did not need or want. No choice of cars, just a set of keys to a car filled with someone else's garbage. Sticky and filthy inside and out.
Dec 9 2016
Pros: Again, no complaints... It's a great experience- friendly service, good cars and good prices!
Cons: I had such a new car I couldn't find where to open the gas tank. It was comical, but maybe include that info for the ignorant!