Hertz Rent A Car

Good experience like any other hertz airport locations. I booked ahead and use hertz carfirmation to select a car when I am on the shuttle. No waiting when picking up, exiting, or returning the car. Most complaints are from people didn’t make reservation.

I am a Gold Plus Member and when I arrived at the airport got a text message telling me the space my car was in. I just got in the car and showed my ID at the exit gate. No Waiting,
Also, great prices with Unlimited Mileage.
When I turned my car in, the attendant reminded me to take my sun glasses from the center console.

Judi Dani is the best Customer service Agent at Dulles, She is always smiling and working with customers needs so they can be happy on the road. I travel to different airports and this is the best I have ever seen at any of the Hertz location.

Great customer service at this location of Hertz! Kiosk was neat — like FaceTime — and service rep was very helpful.
Am thinking of renting a different vehicle next time — would not recommend Chevy Malibu model. The size was good, but visibility difficult with way the windshield was shaped. Seats were also difficult to make driving more comfortable.
Overall, great service at this Hertz:-)

This gold service was excellent. The new and updated kiosk was lovely and with a charging station! Finally I really liked that the Hertz never lost directs you back to the car return. Will definitely use Hertz at Dulles again!

Courteous and helpful from the start. We came in from overseas and were picked up immediately at the airport, and taken to the rental office. They gave us an accurate estimate of how much our rental would cost, all was super easy. When we arrived back to drop off the car a week later, the man checking us in realised we had too much luggage to carry easily and offered to drive us to the airport in the car. It was very helpful! I’ll definitely use them again.

As you leave the shuttle bus and enter the doors where you are left off, we stood in what we though was a line for the next available rental agent. This turned out to be a line for Hertz Gold customers only (not marked), so we had to move to the «real» line in a different area (also not marked). One employee who evidently catered to gold customers only used his free time to replenish maps throughout the lobby instead of helping non-​gold customers standing in line. He clearly had time available as customers can only arrive by shuttle bus so it is easy to gauge whether more customers are arriving. It was also very uncomfortable during the wait because the air conditioner was not working well. Mentioned it to our rental agent and she said she thought the temperature was fine, although the second agent said she was very uncomfortable as well.
The check in process was poor, but even worse was driving your vehicle off the lot. Every vehicle funnels through one gate to leave the lot. The parking lot has several arms feeding into one lane to one gate. Our vehicle was located near the back arm of the parking lot, so vehicles parked in front of our arm merged into the lane in front of our vehicle. As a result, people who rented their cars after we did were able to exit the lot if their car was located on an arm nearer to the front. It literally took 25 minutes to get out of the parking lot. We complained to employees in the parking lot to no avail. Extremely inefficient process and very frustrating. Never again.

I rented a mid-​size car for two days, the cost was about $ 250. The initial cost was supposed to be $ 44/​per day. The agent at the Nashville international airport imposed insurance, and other charges on me. For example, she said the car will come with a GPS for free, but charged $ 50 for it. My mistake was not to examine the bill carefully when I picked up the car. Will not use Hertz again and will complain to the United Airline booking who recommended Hertz and said Hertz has special discounts for UA gold members. That was a lie.
Be careful!

Two Star service. Long time Hertz customer but this we a bad rental experience. Car dirty inside. Tank was full when leaving and so noted on agreement. Filled tank full for return. When George checked me in he did not give me credit for full tank, told me tough, go inside if you want. Bad poor customer service attitude. Worst experience in a long time. Agents inside adjusted charges but they originally said of tank equals one gallon credit, had to point out twice that tank holds more than 8 gallons. I should not have had to argue these points twice, they should have smiled and done it automatically

This was the worst car rental experience. We had poor customer service, long wait times (even though it was prepaid), and the car that we got was definitely not one that would fit 5 people and 2 suitcases. We will never again rent from Hertz.

The worse experience I’ve ever had renting a car. Booked the car online, cam there to pick up, and after 20 min with the person helping us, they say the car is not available. Then the person at the counter talks to the manager over their walkie, and you can hear the «manager» telling her to tell us to upgrade to another car for another 30 dollars a day. After 45 minutes of being here, they’ve worked through 6 customers, and there are still another 7 groups that are here behind us… good luck! Better to find another rental company if you can. The manager on duty name is Samir AbdulRehman. Avoid this location at all cost!!!

DISASTER! My experience with them was absolutely horrible.
1. When I picked-​up the car, the woman behind the counter was talking fast in a whisper. She was literally trying to fast-​talk me into paying for things I didn’t need. I had to keep asking her to repeat herself. She would not explain things so I had to ask for many details.
2. The signage to leave the Hertz parking lot was horrible. I couldn’t find my way out.
3. When I returned the car, I called ahead to ask for directions. I called at 4:30PM on 05/​20/​2016. I left a voicemail message. I still haven’t heard back! I called four more times and there was still no answer.
4. When I got to the airport, I followed the signs to the rental cars, but got lost. The signage was absolutely horrible.
5. The gas station next to Hertz ran out of gas, so when I took the car to Hertz, they said they would charge me $ 115 ($ 10/​gallon) to fill-​up the car. Seriously? $ 10 per gallon? I said I would go fill it up myself and asked for the nearest gas station. They would not tell me!
6. Overall, it took me an hour to return my rental car. It’s a good thing I got to the airport so early!
This business is a disaster. They are unprepared, unorganized, and unprofessional.

Average service. However, beware the quality of car you get here (even if Gold). We ended up with a Toyota Corolla with 26k miles, a crack in the windshield, and missing pieces of trim around the outside of the car. There were also enough stains on the inside to make you wonder what had happened…
Check in was easy and fast though. Overall I’ll probably go with another company while in NoVA next time.

After a couple reminders to «Please share your experience» and a handy link to Unilocal,I decided to oblige. The people there were very friendly and I can’t fault the employees for the 2 stars. But there’s little a friendly smile could do to speed up a line that took ~1hour to get to the front of. When your time waiting in a line takes almost as long as your flight there, the system is clearly broken. I know this isn’t the case ²⁴⁄₇ as when I arrived back to drop the car off, there wasn’t a soul in line waiting for the next available customer service rep. Great deal on a rental but I guess everyone got that memo except the Hertz scheduling team.

I rented online to pick up from Hertz at Dulles Airport. I am a big comparison shopper and Hertz had the best deal. I am also a member of the Hertz Gold Plus Rewards program (as well as every other rental car place to find the best deals). I received a text message telling me what space my car would be in and instructions on rental pick up.
Once we landed, we waited 5 – 7 minutes and took the shuttle to Hertz. We walked to the parking space, looked over the car (which looked good — clean and no visual damage), loaded up and headed for the exit. They had 2 gates open. Our wait was only 1 car. The exit employee was very friendly and efficient.
Upon returning, our choice was to fill out the mileage and leave paperwork in the car. We drove up, emptied trash, took our luggage, all without having to talk to an attendant. We immediately boarded the shuttle to the airport.
Within no time, I received an email with the receipt. This rental went great and I was happy with the quality of the car. Will rent again when in the area.

As much as possible, I attempt to be efficient in my traveling. So having signed up for the frequent-​renter program, I was hoping to avoid lines and get moving as quickly as possible. Jackpot, I thought: At the advice of the counter agent, I went straight to the car, hopped in, and got moving.
And then I experienced one of the dumbest process flows I have ever seen in my life. We weren’t permitted to leave the lot without funneling through a single employee at the gate entrance. And at that single point of funneling, frustrating failure, the employee decided to do all sorts of things that led to a 6 – 8 car line where we all hung around burning the gas that we had paid for through the rental as we watched each person try to leave the lot. As a game, try to figure out how many of these things could have been done ahead of time so that we weren’t all sitting in cars waiting for a single lone employee to work through his checklist of things he had to do before he’d open the gate:
— Print out the rental agreement and provide it to you, forcing you to either scrutinize it for mistakes while 7 angry drivers wait behind you or hope they don’t overcharge
— Conduct a careful inspection of the vehicle. Photograph the vehicle
— Inspect your driver’s license and other documentation to ensure you are still you
— Start trying to upsell you on add-​on options which a) are nearly always a terrible financial deal, and b) I already declined when I filled out the frequent renter paperwork on the Hertz website. What is the freaking point of filling all that crap out if you are still going to make me go through this whole song and dance yet again now that I’ve been waiting for ages and am finally all set to get going on with my life, and to watch you do it for each person while I sit six cars back and DC rush hour creeps closer and closer to right now?
It was an unacceptable, completely unnecessary, and surprisingly long delay. The car was fine, the return was easy, and none of that matters to me one bit — I’ll avoid whenever possible going forward.

Hertz in general stinks and this location is one of the worst in the system. (Look at how Hertz stock has performed and you will know why Hertz stinks.) I am President’s Circle and I never get upgraded here. Hertz thinks a Toyota Corolla is a «full size» car. Even Toyota doesn’t think so! Normally, I don’t bother with reviews but in this case, Hertz sent me an email and asked for it. So I’m going to give it to them — literally!
I reserved a mid sized car for late Friday night. I got a text saying my «upgraded» President’s Circle car was a Mazda 3. I pinged Hertz on twitter and they gave me a run around. (It’s up to the location, might be sold out, etc.) Well, its a Friday night at IAD and they have plenty of availability of all types of vehicles available for rent and they are sending me offers to pay for an upgrade so I’m guessing they are not sold out. Not clear why a Mazda 3 is the best they can do. But hey, no worries. I’m easy going. I ask Hertz to just cancel the reservation — I’ll use Über instead. Less hassle, better service. I’m not going to beg for an upgrade.
Two days later I get an email receipt for my rental — you know, the one I cancelled and never picked up? Several phone calls, a bunch of tweets and Hertz has gone radio silent on me. Great customer service! And this is for a President’s Circle member! From now on, I’ll bypass the counter — and go right next door to Avis or National.
if you want crappy (non-​existent?) customer service, old cars with 30,000 plus miles, no upgrades or «phantom» rental charges, rent form Hertz. Otherwise, find another company, particularly at IAD.

I am a gold member so everything was really fast. The only part which was time consuming was to wait for the shuttle from /​to airport.

If I could give hertz Dulles (or the company itself) zero stars that would be more fair. ALWAYS a bad experience here. I used to be sold on their service and quality but after giving them more than a few passes, I became fed up with mistakes and not letting me upgrade as a première member (you tell me there’s no availability at LAX to give an upgrade? Riiiight.)
Avis really takes care of me and there I will stay for now.
Good luck renting from these guys, no Bueno for me.

Good attitude of the employees and good service

I used hertz for a week rental. They are using older cars now. They are not washed. You should check the tires. I unfortunately did not. They were bald and driving on them was hazardous plus they lost their air. Returning a car that was poorly services is a nightmare and I’m not pleased. Also Hertz has a ridiculous policy of you rent from Dulles and drop anywhere else you deal with Dulles. The receiving hertz location won’t even listen to your story. Hertz is now circling the bottom. It used to be good. Not anymore.

My rental car from Hertz at this location is terrible. The inside dashboard looks like someone poured acid on it. The exterior has several scratches, but it’s not that bad. I’m just surprised that the interior is in such bad shape and a rental car company would allow something like that go out. I normally use Enterprise rental car

Disappointing. Car not clean and staff didn’t care. I am a gold member, so I had no delay picking up the car, but they only had one attendant checking cars through the gate. I had to wait behind about 10 other cars to get out and on my way. Drop off was even worse. There were four cars in line, but only one agent. She was tied up in a discussion with the first person and took over 10 minutes to even register that there were others waiting.
Hertz at O’Hare is still dramatically better.

If you want to be price gouged for a one day, one way rental on a Ford Fiesta and watch the initial quote of $ 159 go to $ 719…you have found the absolute right location!!! Don’t expect helpful customer service at this location either. You have been warned! Lucky for me I called the corporate office who seem horrified and quickly fixed the obscene overcharge.

Busy holiday weekend and only 2 people working at the counter. This is beyond ridiculous!!!

Worst customer service I ever experienced. It is Christmas Eve, I was assigned an inferior luxury SUV and wen too the counter to exchange it. The manger Sam Abdulraza then overrides from front desk customer service and says this car counts in the class I reserved. He then offered me a glorified mini van to switch to, which I declined.
I have been a gold member of hertz for many years. This ‘manager’ treated me poorly and indifferently. I canceled my order and here on Christmas Eve he watched me walk out to go back and get a taxi.
There are many other rental car agencies out there, and I will def go elsewhere when visiting DC. If you want to feel bullied and not cared for, go to this location and ask for Sam. He will def treat you like you don’t matter.

Man I can’t stand this place but it is only because of how I use the facility. I live by Dulles so to rent a car I was picking up here a few times the problem is that you can’t leave your personal car at this location since it would be hard to take up so much space when people leave their personal cars — that’s fine if you’re just flying in and all you need is Rent-​A-​Car but for cases like me when are driving directly to their a site it doesn’t make sense so that’s why I can’t stand this location. I now go to the one in Sterling Va inside the Fairfield Inn hotel.
That all being said the cusp get arrive people have been friendly here and no complaints from that point of view.

I had booked my car on Hotwire and I wanted something cheap and that would allow me to get from A to B without much hassle. Hertz did just that. They had ample staff on hand when we had walked through and quickly picked up our car and headed out. I actually thought their full tank deal to allow us to drive back with an empty tank was cheaper than what I would have found downtown. Customer service was friendly and the car was clean. Quick check in for the car and quick check out. Bus was there promptly to pick us up and to bring us back to the airport!

I don’t understand the point of making a reservation when there are no cars available and you have to wait 20 minutes for one to be ready. Incompetent business ran by amateurs. You realize your average rating is 2 stars out of 120+ reviews? Pitiful.

One of the attendants at this Hertz either committed fraud against me, or their service is so poor that they make colossal mistakes and then refuse to fix them. I picked up my rental car, under my corporate reservation, in the evening. Instead of allowing me to check in at a regular desk, I was sent to a «kiosk» with a screen and a phone in which a person working remotely will supposedly check you in. While trying to check in, the woman on the screen repeatedly tried to upcharge me on everything imaginable. I don’t know how many times I repeated myself to her that I DID NOT WANT ANY UPCHARGES OR EXTRA INSURANCE. The entire exchange was so frustrating, and I was hustled out after getting my receipt. It wasn’t until I checked the receipt later that night that I realized they had charged me for the very insurance I explicitly said I did not want. In fact, they had marked my trip as ‘leisure’ so that they could add this enormous upcharge. I explicitly told the woman I was there on business. Heck, it was even a corporate reservation! I can’t say that there was definitively fraud committed but the whole thing is very fishy.
THAT WASN’T EVEN THE WORST PART: Once I realized the error I immediately called Hertz to resolve the situation. I was informed that there was nothing they could do, other than cancel the rental, and that I would still have to pay for that entire day (the whole 5 hours), including the ridiculous upcharge that I DID NOT AGREE TO. Furthermore, I would have to come back to the car rental location ASAP if I didn’t want to pay for the NEXT day, as well. So at MIDNIGHT before my workday, I drove back over to Hertz hoping they could resolve this nightmare.
AND THEN, BY SOME FEAT, IT GOT EVEN WORSE: I was told by the attendant that not only would I have to pay out of pocket for THEIR OWN ERROR, but that I would be double charged that day for the new (correct) reservation. Furthermore, I would lose my corporate weekly rate in this new reservation and have to pay more than double on the daily rate. She urged me to just keep the rental with the false charges. Needless to say, I was absolutely livid. I had just wasted my time driving all the way down there only to be told they could not really do ANYTHING to resolve the fact that I was defrauded by their kiosk attendant. I demanded to get the manager involved, at which point, things finally began to move along. As the woman at the desk finally agreed, IF I was actually telling the truth (which, why on Earth would I waste my entire night on such a ridiculous lie?) then the manager might be able to void the original rental. Could she not have told me this over the phone, in the first place, before I wasted over two hours of my night dealing with this utter nightmare?
In the end, I believe the charge was finally voided, not that the manager bothered to call me and confirm this, or even offer an apology for what happened. Honestly, that would have been enough.
I travel each week for business, and I cannot imagine any scenario in which I would ever use this company. I will recommend that my coworkers also avoid this. I will also be filing a complaint with the corporate headquarters. This experience was downright horrifying.

Perfectly serviceable location at Dulles, though you do have to take the shuttle to get there and navigate the odd roads around the airport on your way back, but that isn’t exactly their fault.
Staff is nice enough, and if you’re a member of their loyalty program, you have the option of taking another car in the waiting area if you don’t like the one that they have there for you, which is certainly a nice perk.
As a bonus, there is a gas station right next to the Hertz facility, which makes returning a breeze, so you don’t have to hunt when filling up on the return.

Well, the years of construction are complete for the Hertz depot at Dulles, and guess what. Only two exit booths. Two booths! The exiting line of cars stretched throughout the facility. And that was on a Thursday– typically a slow day. When I reached the booth, the attendant complained about the slow processing of their checkout computers.
In addition, my Gold reserved car had no trunk or retractable screen, so my luggage and laptop were exposed to view. So I switched cars, and this one had empty windshield fluid at the point when of course I really needed it.
This is contempt for their customers.

My experience was awful! Starting with a long wait, close to 45 minutes wait, with only one counter person and me, being the 5^th customer waiting (upon my return, 4 customer dropping off with only one agent)
Upon the return of the vehicle, I called the customer service number to let them know I forgot my sunglasses — specified to them I left them in the sunglasses compartment between the two sun visors (sentimental value) they transferred me to the actual location to speak directly to the location, given I had just dropped off the car (promising at that time) I spoke to two counter representatives, Valeria and didn’t get the second agent’s name; after 7 calls over the next 48 hours, and the car not being rented for another 2.5 days (I was regularly checking on it) nobody was able to get my glasses.
Phone customer service — I kept getting their (lets face it) easy way out blanket response, «Budget/​Avis is not responsible for any loss or damage to personal items in our rental vehicles» I did not lose my glasses!!! I forgot them in the car and I notified them as I got to terminal (before 6:00 AM) someone could have picked them up for me, but they did not care, they ignored my inquiry.
A customer service representative told me maybe I dropped my glasses at the gas station or elsewhere; meaning, nobody got to ready my detailed inquiry stating «I left my glasses in the sunglasses compartment between the two sun visors» He further stated, they have surveillance to monitor if anyone took them (really? surveillance inside the car?) someone just saw them and like them —
— of course someone liked them and took them!
They simply don’t care about their customers:
1 — They would have more than 1 person at the counter to prevent multiple customers waiting.
2 — They could have retrieve my sunglasses, within reasonable amount of time from my call right I the shuttle dropped me off at terminal.
3 — Could have bothered to read my inquiry, as opposed to send me a «blanket response»
Customers — use these reviews to prevent bad experiences; that’s what I should have done myself.
Roberto

Easy to pick up and drop off the car. Service was quick and efficient. The didn’t go overboard with trying to upswell us.

Horrible horrible horrible! We had the worst experience with Hertz. The staff has the worst communication skills and gave us false information which lead us to paying almost $ 1000 for a rental car. We paid months in advance through Hotwire, then they slipped it in to our contract that we would pay an additional 600+ dollars And gave us the impression that it was all paid for. The lady at the counter lied to us. Worst business I’ve had to deal with.
Update: Ian,
There is no way for me to message you back. My RR# is 181 841 026
It’s in my husbands name, Braden Smith. Please contact us.
Thank you.

I got a message from Social Media of Hertz soon after I posted my last review asking to send them our rental information. I sent them the info and they replied saying they would talk to the manager at the store. This was almost two weeks ago and I haven’t heard anything since.
Looking at other bad reviews, social media of hertz comments on all them asking for their rental information. I wonder how many people they actually compensate for terrible service. It seems like they just want to save face and post asking for rental information to look like they care. They don’t.
I really don’t know what they could do at this point to ever make me change my mind about their business.

Smoothest checkin I’ve had at a car rental place. Shuttle bus was waiting when I exited the airport, and departed as soon as I was aboard. Took ten minutes to obtain my reserved, prepaid rental. No upgrade given although I received GPS at no cost.

Hertz, as seems to always be the case, is my companies «corporate partner». Yet somehow their corporate rate is 20−40% higher than I can find from competitors, and their cars are in extremely bad shape. More than once I’ve refused a car due to broken parts. The last one I took just because I was in a hurry. It was missing one of the vent deflectors inside, had stains on the seats, the most ugly install of their tracking device I’d never seen, and a NeverLost missing a button.
Corporate makes me use them, and pays for it, so what can I do? For my personal travel I would never book Hertz if I had a choice.

I was very dissatisfied with this Hertz’s check in process. There were only 2 desk agents, and with a disorganized line of about 8 parties, it took a good 40 minutes to get our car. I saw Gold Members getting their cars within 5 minutes, so it might be worth it to sign up online in advance (
).
Their shuttle service was prompt both from the airport and upon return back to the airport. We didn’t wait more than 5 minutes either way.