Hertz Rent A Car

Counter experience was OK. 3 ladies working, computers were up and down intermittently. I had an advance, prepaid reservation so it didn’t take long at all to check out. Very disappointed with the car (silver Nissan Altima), it REEKS of cigarette smoke and has burn holes in the front seats, ashes all over the back windshield area. Documented all of the scratches and dings, hopefully I don’t get charged for any of it!

This is simply the worst option to rent a car, possibly in the country. I am a hertz five star gold member, but it makes no difference to this incompetent location. First the line is 20 deep and no member easy check in. Next they have to cars for anyone in line and say to wait several hours for a car that was booked a month ago. The guy behind the counter says it has been like that for several months, not enough cars to meet reservations.
I took an über to get away from this terribly run business and will possibly never rent from any hertz ever again. I will await their response to this experience. I will rent from enterprise for now.
I have never seen such incompetence and complete disregard for all customers, let alone high status customers. This business should be shut down for the sake of any customer who may have a reservation in the future.
If you need a car in the area, go to a competitor or take an über. At least that will get you somewhere other than standing and waiting at the counter.

pay a little extra to go somewhere else. Horrible customer service. My car was due back at 9:30am, every other rental company I have used had a $ 2 charge for each extra hour. I tried calling Hertz 6 times! Pressed 1 for this 2 for that and could not get through to a customer service representative to let them know I would be late. Imagine my surprise when i returned an hour late and found out I was being charged $ 24/​a whole days price. So I kept the car another day. My car was due back at 9:30am, I returned at 9:20am and the rude lady said it wasn’t full enough of fuel and needed 1.5 gallons, a $ 13 charge. I offered to go fill up the car and she said it was «my call» but if I didn’t return by 9:30 I would be charged $ 24 for being late and there was nothing she could do. Are we kidding?! Just go somewhere else, somewhere that cares a little bit about their customer and treats them as a human!

This was by far the worst rental experience I’ve ever had. I showed up to pick up my RESERVATION and it took almost THREE HOURS to get my car. During the rental period I found a BLOODY BAND-​AID in the back seat. And finally when turning the car in they couldn’t provide me with a receipt that said «$ 0 balance» which my company requires for reimbursement. Customer service couldn’t do much better when I called saying the request would take 7 – 10 days so good luck to me since I have to submit my claim within 5 business days. Like I said at the beginning, by far the worst rental experience I’ve ever had.
The only good thing I can say about this location is the staff was courteous.

What I hated about Hertz at the Sacramento airport was the long line and only one representative. Oh look. It’s the same in Norfolk. Well, at least they’re consistent.
Let’s hope the customer service is good and this time the car is clean.

Absolute worst car rental experience I have ever witnessed and experienced. After arriving at the Norfolk airport, I was appalled at the wait time for a car from Hertz. Almost 2 hours to rent a car I had reservations for… the line was absolutely ridiculous. Customer service, what customer service?! Rent from somewhere else!!!

July 4,2015 Norfolk airport, car res made on like, checked in on line and then NO car.
The worst customer service I have experienced. The manger, Mr Earnest Little, told me via phone that the «car will be there when it is there» Ruined a wonderful holiday. Please do not support a company that has no concern on delivering what they advertise.

Signed up for gold online. Got to the airport and stood in line for gold members. Arrived at counter 10 min later and was told that my gold membership would not be activated until this rental was complete and was sent to the end of the line. This resulted in another 10 min. wait. This was not necessary and poorly handled. Employee was not wearing a name tag. I have a bad taste in my mouth with Hertz.

People that are in line are all over the place. Either they don’t know their own reservation information or they are yelling at the counter people for their own mistakes. The young man I dealt with was courteous and patient with all of the rude customers in front of me. The location can be ran better but it doesn’t help when rude, self entitling people are rambling about prices when nobody force them to book in the first place.

Wow this has been the worst Hertz I’d ever been to.
First the manager special is some sort of switch and bait strategy by Hertz.
I had a reservation to which I couldn’t arrive on time due to missing a flight connection. I called to let them know that I need it the reservation, so what Hertz corporate does, raises the price of my reservation and changed my reservation.
So I finally arrived, and the only car they have is a beat up, dirty Chevy Sonic. Almost midnight and have to wake up in a few hours, so as I’m driving off the airport the check engine light goes on. When I got to the room I tighten the fuel cap to ensure that wasn’t the problem. So that’s not the problem and called Hertz. They would give me a replacement at a closer location. The car I ended up getting was a car with stains and cigarette burns in the seats and a horrible cigarette smell.
The problem goes down from corporate to the establishments. I would pay a little more with another company that would ensure a car that would not give me issues.

Words probably won’t convey the contempt I have toward this utterly incompetent crew of counter jockeys at this Hertz location. These people are absolutely worthless and this is the ONLY Hertz location in the country where I have seen this type of clown show.
I will not bore you with the details of my attempted transaction — it will all be in my letter to the Better Business Bureau. What I will say is I have never seen such outright disregard for a customer’s interests nor have I ever seen such a complete failure to reverse a problem created not by Hertz, but by this location.
Because of their negligence, I had to rent next door at Avis, and I will never forgive them for this. There aren’t enough make-​goods in the world. Do not rent from this Hertz location. They are stuck in the 1970s and proud of it.

Nothing really to complain about. I was impressed that they had three people working the counter, so there was no line when I went to get my rental! Check out was quick.
I returned my car before they opened, and my receipt was promptly e-​mailed to me before my flight landed. That was impressive.
Hertz is usually not the cheapest, but if the price is right, I’ll definitely be back.

Nothing worse than there not being a car for you when you have a reservation.
Is it really that difficult? And since the staff doesn’t seem to care it makes it even that much better.

WORST customer service ever by Cherrise (if that’s her real name)!! I had a horrible flight that was re-​routed to Norfolk so I just wanted things to go smoothly but just my luck, it didn’t. There were two gentleman waiting in the Gold member line and no one was in the regular and only Cherrise was working. So I stood behind those gentleman and once they were done I walked up and she rolled her eyes and asked if I was a gold member I said no and she pointed to an empty line and said that’s your line. I looked behind me and at least 7 people were waiting behind me. She could’ve easily had helped me as I was waiting longer than the people behind me but no. she called EVERY customer in that line (some weren’t gold members) and when I asked to speak to her manager she ignored me… WORST CUSTOMER SERVICE!!!

A terrible Hertz experience this past week in the Norfolk International Airport office — along with at least a dozen other customers who arrived with me from DFW — to discover that there were NO vehicles available, despite reservations made months in advance.
We were all put on a hand-​scribbled, first-​come-​first-​served waiting list for vehicles that were to start arriving in half an hour.
When my name finally came up, I was given a Chevy Impala which reeked of cigarette smoke, and a passenger-​side seatbelt rendered inoperative by the belt being wrapped around the headrest and locked into position (which I suspect violates both federal and state laws), and which I discovered only after arriving at my destination several hours later.
Friends and family were all as shocked as I to receive this kind of treatment from Hertz. Further on-​line investigation reveals that this location has long been plagued by poor service and inferior preparation of vehicles.
And, while I applaud the efforts of the counter staff to remain cool and calm within a storm of angry customers, I am appalled that upper management has allowed these kinds of problems to go uncorrected.

That is fantastic

Avoid renting from Hertz at the Norfolk, VA airport. As a long time gold and loyal Hertz customer, this location is the worst. The gold check in is usually closed, the regular check in is poorly staffed with long lines and they have now run out of cars at 330pm on a Wednesday afternoon!

I was able to change out a Crapler 200 for a Chevy Cruze with XM.
Everything was OK.

The Hertz car rental counter here was not as efficient or as fast as I’ve experienced at other small airports.
We arrived at the #1 Gold Counter outside in the garage — and they did not have my contract ready to go. The lady manning the counter manually processed my contract — she seemed a bit frazzled.
When we came back to the Airport — we prepared to walk back to the Terminal — the return area here is a bit farther away than most other small Airports I’ve been to.
However, it was getting ready to rain. The Hertz lady told us to get in the car and she would drive us back to the terminal — which was cool! Never seen that before! I’m giving them a fourth star due to that last little bit of service.

I am a 5 star Gold Member with Hertz, and have been using them for several years now. I can honestly say that this was one of the worst places to rent a car from Hertz (Norfolk Airport). Allow me to elaborate.
The customer service was fine, I got to skip the airport counter and then go directly to the garage where there is another counter that greets you. She took my credit card and assigned me a car: Saturn Vue.
Here’s where the problem starts (and never ends): the car was dirty — there was a used kleenex in the cup holder. Secondly, the car smelled like cigarette smoke. This was annoying because I specifically requested a «non-​smoking car» when I put in my reservation. I simply cannot drive in a car that’s saturated with cigarette smoke, so I went back to the counter to ask for a switch.
I showed her the kleenex (that was left in the car), she was disgusted and apologized. She didn’t have much available and said it was a busy day (their selection is small), so she offered me a couple of options. I checked them both out — — of which both still smelled like cigarette smoke. That’s just incredible — — why can’t I get a smoke-​free car if it’s offered to me in my reservation?
She had a brand new Mercedes, but wouldn’t give it to me unless I paid an extra $ 60 per day (think not), and she said I could wait for other cars to be returned (WTF?). Nice 5-​star Gold treatment I tell ya.
I opted to go w/​the Mercury since it had the lesser smoke smell of the two, and it was leather seats, and had a sunroof. It was also very dirty — — there were cookie crumbs all over the console (do they really clean these cars??). I sat in the car for about 15 min w/​the vents running and the sunroof open to air out the car — — but it did not help much. I soon got a headache, so I ended up leaving the airport w/​the Mercury and found another Hertz nearby and traded it out.
I didn’t get the 5-​star treatment here at all, every car was dirty and smelled like smoke, and a limited selection. Next time I rent from this airport I think I’ll choose someone else.