Active military discounts
Yes
Reinforced security
We got you covered
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Enhanced cleaning
Daily cleaning
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Conciergerie
We take care of you
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Comments (199)
Believe me when I tell you hertz isn’t worth it. Do yourself a favor and just go rent from Enterprise. Had the worst experience today with this rental company. Never have I ever paid for my rental in advance, and was denied the rental upon arrival due to paying in full with a debit card. Let’s do the math: Hertz rental policy for debit cards are a $500 hold PLUS a “soft” credit pull 🚩 VS Enterprise rental policy that does not include a deposit/ hold. Needless to say, read the reviews there’s a reason why they’re 3 stars. I’ll stick with tried & true Enterprise any day!
Read the fine print. After booking a van for a work trip I was told I could not rent with a debit card on site. I did not have a personal credit card on me and was told I was out of luck. The manager was very condescending and unhelpful. Budget next door on the other hand was able to accommodate.
It’s impossible to get them to answer the phone I had to go through corporate and even they were not able to get ahold of anyone at the front desk. I had my flight information all put in so they could see that my flight was delayed over an hour. I called corporate to have them make sure that someone would be there after hours so I could still get my vehicle. They put in the notes for the front desk and tried calling them. When my flight landed I went straight to Hertz and they were closed. I ended up having to pay over double the cost to rent a car from Alamo because they actually stayed open for their customers that had a delayed flight. Y’all’s customer service is complete trash if you think it’s okay to leave someone stranded with no car due to no fault of their own. Never again. I’d rather pay the double at Alamo knowing they at least care for their customers. After reading some of your other bad reviews it seems this is a known issue. Obviously you aren’t taking it into consideration or doing anything about it which speaks volumes on a company. After the first time this happened it should have never happened again. Maybe you should actually listen to your customers and what their reviews say instead of posting the same generic response to a good or bad review.
Terrible experience asked for a ezpass for my rental never received it.actually the second time this has happened to me with hertz. called the airport location about 5 times and left a voicemail but never got an answer or a call back. Car was very dirty on the exterior had to use my own money to run it through a car wash. With the money I spent at the car wash and the tolls I could have just rented from BUDGET who always gives me the best service. DONT WASTE YOUR TIME OR MONEY RENTING FROM HERE THIS PLACE DOESNT CARE....I filled out a survey and asked to be contacted and all they did was send me a emails saying thank you and that they would take the info I gave them so they can do better next time.
I did standard size car on July 3 to July 4 one day duration but they gave me mid size car and when I ask her I book standard size, she told me standard and mid size is same, but the problem is when I see in Priceline the price between standard and mid size is different. I am talk about people who work that time and day too one of the customer ask for help they did but when customer gone they laugh about him and make him embarrassed it’s between 5 to 6 pm on Sunday. I have to complain about their action. Worst customer service I ever experienced in my life.
So, seems wierd to give a 4 star review, but please read. We arrived April 6th and got rolling on renting an SUV. Tony was super helpful finding car seats. As I started installing the car seats we noticed how dirty the vehicle was with hard candy falling out, sticky car seat clips, and overall a dirty vehicle. He immediately upgraded us to a new vehicle- a Nissan Armada. Unfortunately that vehicles oil light came on. He verified they just forgot to reset the light, but still upgraded us again, this time to an Infiniti SUV. We moved car seats for the 3rd time, and unfortunately all the vehicles were not clean, but we just wanted to get going to visit family. As soon as we left, the tire pressure light came on in the Infiniti and there was a flat tire. Tony was beyond embarrassed, tried refunding us, but since we paid ahead of time, he said he wasnt able to and gave us $100 in vouchers. So our 4th vehicle was a Suburban, and although it was definitely dirty, and not cleaned out, we didnt mind at this point.We spent nearly 2 hours at the rental center, and this review is mostly to sing Tonys praise for being so upstanding about customer service. The vehicles were still terrible, and my wife made a good point. At least we prevented 3 vehicles from being rented to customers. They need to take more pride and actually clean out the vehicles and make sure theyre ready for renting.
I recently signed up for AAA which has lead to me booking rental cars through Hertz. I was so pleasantly surprised when I arrived at the CLE Hertz. Gail was so helpful and got me and a few friends started on a great adventure. Our Subaru became a key member of our trip to Buffalo, NY.
Enjoyed my experience at the rental counter and loved the Tahoe but it smelled like smoke. My family did not enjoy that smell sticking to us. We would’ve changed vehicles but didn’t see one big enough for us.
Terrible experience came in a day early made sure my vehicle was here and reserved even though i made a reservation a month in advance….. still didn’t have the vehicle here! after finally locating the vehicle i reserved I then have a issue with my card which i understand is my fault. But when i came in i asked about the option to use debit card and they said that would be fine. the thing they forget to tell you is that if your in state / local you can’t use your debit card for what reason i’m not sure. I’ve rented with multiple different Hertz locations and every time i come to CLEVELAND HOPKINS AIRPORT I HAVE A PROBLEM.if you have to deal with Gabe Rocky or Rochelle didn’t quite get her name Run Far Away !!!!! They will waste your time! also they don’t let you know about the 500 security deposit on vehicles on a debit card …. 200 on credit card ….. even thoe i’m a hertz gold PRESIDENTAL member I ususally don’t get charged the deposit fee and sometimes i haven’t gotten charged the fee but when you rent at the airport they always charge the fee and add on extra things my rental that was 245 when i booked came out to 545.00I was told all incorrect information by Gail who works at the front desk at Hertzway to loose a forever customer!
My wife lost her purse in the scramble to find a car that wasnt filthy. The staff were not helpful and blew us off. One manager kind of tried to help but passed us off to day shift. We were promptly blown off and told to contact lost and found department that never answers the phone. We selected the cleanest car we could find that stinks like cigarette smoke and has faulty windshield wipers. This was the pick of the litter unfortunately.
All good hertz experiences are alike; each bad hertz experience is bad in its own way. The latter certainly came into play here. As a presidents circle member, I was taken aback by how my colleague and I were treated by the staff here. The car we wanted wasnt available and we were assigned to a more luxury vehicle; the staff seemed to do everything in their power to try to prevent us from leaving with the nicer car. Suffice it to say, it was disappointing being treated this way, especially in Cleveland in all places.
First I was provided a chevrolet mid size wehn i paid for a full size car. Second the car A/C makes weird sound of a waterfall, the suspensions were bad making noise , the front bumper was broken, when you drive more than 60 miles/hour it makes sound seems the brakes were torned not a great experience while renting at Hertz-Cleveland airport
I rented a car from Hertz Cleveland downtown yesterday Friday April 1st at around 5:15 PM. I have specified a midsize car in my rental but the location only had SUVs. The Manager Associate Ron Walls told me that I could take the SUV, head to the airport (20 miles away), and ask for a swap with a midsize car since they should have much larger inventory. I was hesitant at first buy he kept convincing us that it is cool and that if we don’t find a midsize car there we can just drop off the SUV and we won’t be charged anything at all. Hence, I drove the rental and my wife drove her car in case we end up canceling the whole thing and dropping the rental off at airport.We went to Hertz at the airport (Cleveland airport), and the lady on front desk was extremely rude and kept yelling at us that there are no midsize cars available and if we drop the other car off, we will actually still be charged for a full day (despite the fact that we just literally drove 20 mins between the two locations and that’s it). I asked for the manager whose name is Cameron Neele as the front desk lady claimed (I think it is a made up name; she refused to give her own name). The manager said there is no such thing as swapping car and confirmed that he will charge us for the day if we drop off the SUV and that we can seek reimbursement from the original branch in Cleveland downtown, which was already closed by the time we are having this conversation (it was 6:10 pm). My wife tried to ask a follow up question but the front desk lady didn’t even look her in the eyes and kept yelling ‘I already talked to them’. Seriously, what’s your problem folks? If you hate your job stay home. This is a very bad image for Hertz!I dropped off the car, got charged $138. I talked next day to Ron from Cleveland downtown location and he said he can’t do anything about it and I should talk to the manager at airport. I mentioned that I talked to him already and he said there is no such thing. He said, well, talk to his manager. I was like what the hell this is a scam.I called corporate customer service and they said they will issue a refund for me. But nevertheless, I won’t settle until I am sure the corporate investigates this and makes some corrective actions against these two locations and the incompetent people working there.
Good selection of cars and friendly staff, only negative is they had just one agent working the desk and the wait was a bit long.
It is so hard to contact anyone by telephone for the local office :( called for a week straight to handle a issue that arise after I returned my car looks like I will have to travel a hr. back to the airport to handle it. My entire process has been draining and time consuming I feel like I wont ever rent hertz again : (
Car wasnt ready. High fees, had to pickup the car from the parking lot in the rain myself. Not a good customer experience. Try other options.
Today we rented from Hertz and José really helped us get in our way. Clean SUV and full of gas. Thanks for getting our trip off on the right foot.
Car unclean. Breaks squeeked, car shook over 45mph. Very unsafe car. Safer to WALK to your next destination rather then rent from this place.
When we were dropping our car off a young man offer us a courtesy ride to the airport. We had a lot of luggage and our young children with us. It was immensely helpful to not have to ride the shuttle. And the woman who drove us to the airport was so kind and even laughed and joked with our kids. Awesome customer service - thank you all!
Being a Hertz gold member, they are my rental car company of choice. Cars have been scarce now that more people are traveling again, but thankfully Ive been able to car when visiting Cleveland.
I wouldn’t give this car rent company even one star. Hertz in Cleveland Hopkins airport is terrible. I rented s car to pick on 02/03/2022 ay 9PM and when I arrived on time a lady was there and shouted at me and my cousin “am sorry we are closed, I cant help you I cant help you” then I told her that I rented a car and it was prepaid then at least cancel it for me or tell me what to do I need the car as I will travel the next day then again she said “no I can’t I can’t we have to leave now due the snow storm I told her the storm already started the day before so that’s not an issue now” and she left without even replying back to me. I rented the car through Hotwire application, I tried to contact both hotwire and hertz but both of them didn’t help even the customer service for hertz over the phone hanged up the call on me while I was speaking. I need someone responsible from Hertz to get back to me And tell me how would I get my money back. I dont recommend hotwire or hertz for car rentals. They didn’t even send an email for early closure. However on their website for this destination they are supposed to close at 11PM. Moreover when I asked another company the guy told that they usually leave early and that’s usual.
DO NOT GO THREW HERTZ. Had to go back after finding out my windshield wiper was broken to get another car. The second car I had to go get had a nail in the tire which I had to pay to put air in and found out it was at 10 psi which is basically flat and they just let the cars go like that.
How are you going to leave when you have people picking up cars whose flights are coming in later than thought…sitting at the car rental center with other people on my flight that was late and we are all waiting for rides to come get us…never again. Is that how customer service works now? Wow.
I was able to upgrade from a mid size to a premium car for under $100. I really loved the beautiful white Range Rover I was able to rent.
Left the car with Full tank of gas. During return the person said he would email the receipt. Hefty charge for fuel. Reached out to Hertz for dispute and no response whatsoever.
I would give zero stars if I could. I reserved my car through Expedia. I prepaid $78 toward my rental and elected the $20 insurance package. Went I went to pick up my rental, I was informed of a couple absolutely insane policies. One being the $500 hold AND a credit check for using a debit card. I left my credit cards at home so I had no choice to accept this. I could understand a $200-$300 hold, but $500?! AND a credit check? I was told my prepaid amount would go toward the total. I even confirmed it at pickup. Never once was I explained all of the additional fees and charges I would incur. Still of which I don’t remotely understand despite discussing with customer service because these are literally made up fees. I waited a few days for the hold to disappear. Was charged an additional $98 in addition to the $78 I already paid through Expedia. These additional charges have something to do with the fact it was an airport and some other insane fees. Was told the insurance I prepaid for on Expedia is not accepted by hertz. So why is it even sold in the first place? I need to apparently take that up with Expedia. At the end of the day, this was the most confusing, shady and downright insane rental experience I’ve ever had. I will never rent from Hertz again. It may have been more expensive to rent through enterprise, but I spent the same amount with all these added fees and at least with enterprise I would know exactly what I was paying for. There is zero transparency and they push you along to get you going. I signed so that made me liable for the charges, which I understand. However, I was mislead. It was an expensive lesson to learn. A bargain isn’t a bargain.
Easy after hour return with no hassel. Dropped off the car at midnight and there is a 24hr shuttle to the airport available.
I had a flight delayed. First I tried to call to update them, and it was truly not possible to reach any human being. All referred me to the app/website which I would have loved to have used but was glitching. I finally figured out how to text them (?). I confirmed MULTIPLE times that they would be waiting for me to pick up my car. I was traveling alone and it was later at night so they really put me in a bad position. I will be pursuing a full refund but now they’re not responding to my texts anymore. Which is really shady. Two other customers were also there with me stranded. Security guard say it happens with Hertz specifically all the time. I’ll be honest, I’m really upset about this. So unprofessional and just wrong and it sounds like it’s a consistent problem.
Great clean car. Easy in and out service. $50 a day was fair.
Slow counter, painfully slow, but At least Rockie was helpful and friendly and fixed the horrible first car I was issued.
My sister just went into the Hertz Rental in Cleveland at the Airport and had the worst customer service experience of her life. The lady kept rolling her eyes and said she had already tried that card because the one she had originally gave her she had to activate. She told my sister to call the credit card company then after she did she said Im not trying that card I already did then after my sisters husband insisted she try the card she rolled her eyes and got mad that it worked. She was very rude and unprofessional...older lady probably in her late 40s/50s. I will be calling until I speak to her supervisor. If she doesnt like her job she should quit. I hope there are cameras here so management can see how customers are being treated. Trust me if she had any other choice they would have left.
Super long wait for car. Rental area terrible - roads super bad and no signs or anyone to help. Never again.
Traveling and this is the second review for today. Previous review was a very negative, wire brushing of a restaurant, that I truly hate doing.Im glad to say the experience here at Hertz was significantly better. The counter person was quietly patient and helpful. Got us into our car with no hassle or drama.Good conclusion to a long travel day.
We reserved a car from Hertz CLE Airport. I received an email that the car was ready and to proceed to the Hertz board upon arrival to find my name and car. Well my name is on board, but all of the workers have gone home for the night. The security officer informed us that this is a frequent occurrence for Hertz and customers are left calling customer service and no solution but given misleading information. Hopefully Hertz will review their policies and time of operation to accommodate their loyal Gold members.
The staff was super friendly. The warm smiles was welcoming considering the reason I was there visiting. One employee that stood out was Cameron. He was very patient and personable. It made the transaction very easy. Great customer service is hard to find.
My company partners with Hertz, so I dont have a rental car choice when I travel. That said, the employees have always been polite and professional and the cars & SUVs are always clean and problem free. The problems over the years that Ive experienced are generally outside of the front line employees control. Sometimes cars are not available because they havent been returned and serviced yet. Sometimes its the shuttle bus that is delayed (30 min recently at Hartford Airport, and 50 min one time in Dallas), and most recently at the Cleveland Airport lot, 15 cars were held up checking out of the lot due to a system issue. All typical large corporation issues.
2 customers, 4 employees, and we have been here for 40 minutes. Rockie, the person that “helped” us was all over the place. Running back and forth like she had a million things going on but we were the only customer and she was paying attention to everything else but us. I can’t imagine if you came when they were actually busy. Then she made us cancel the transaction and start over because the car was in my wife’s name but I used my credit card….which is tied to the same account. Budget rental car had a line out the door but I think we would have got our car twice as fast.
Skip the counter as a gold member apparently means stand in line at the counter and reenter all your information for 30 minutes because we chose a compact.Prepay means pay most of it up front, except for the $6 hidden charge for picking up the car at the reserved location (ie the airport).Other than that though, it was OK and Rockie was very helpful and kind.
I had a rental car for Monday night at 9:30 PM Hertz had my flight number and airline then I was fine. When my flight was delayed by an hour and 15 minutes I got there around 11 PM I did not know Hertz closed at 10 and I was stuck without a car. Why did they take your airline and flight information if no one’s going to utilize it and send you a message about this critical piece of information that I didn’t know? I’m a presidents club member and have been in the Hertz rental car almost weekly I’ll never use this location again.
Came in right as they were closing and staff was super friendly even though I had to be an inconvenience. After hours check in was super easy as well.
Have been waiting for 30 minutes to exit after getting a car. Not like people have schedules to hold or anything. Will go enterprise or ANYONE ELSE next time I fly into CLE. Seriously if you care about the well-being of your day, stay away.
I dont have option to select zero hence selected 1. Booked car in this location for 2 families, 7 seater. Reached location by the given time but car was not available. After one hour time, I was told to stopby other Hertz location to take car, please note nearby location was about 1 hour travel towards south from Cleveland airport and after so much dramas I got car which took 2.5 hours. As soon as I took car, I have to go back towards north which is 1.5 hours so totally 4 hours wasted. I had raised a request and was given case number that I receive a refund. Its been 3 months I am still following up but no one is responding and I am left out. I suggest everyone not to take rental cars from Hertz - if we do so, its us who are going to suffer end of the day
They close at 10pm. We arrived and we couldnt get a car because they didnt have anyone here. Why wouldnt Hertz inform the customers that you cant get a rental car when they know your flight arrives after they close? Or why dont they have some lockers with a code sent to your email to get keys?
Absolutely inconsistent. I reserved car and called company told hertz of after hours arrival. Was told by hertz office attendant would be there to give keys. No one was there. Apparently this is a common finding and about 20 people or so show up EVERY night to collect their car and are stranded like myself. I had to sit and wait 6 hours in airport as rental waiting area is not safe. I have used hertz for years but really awful treatment of gold star member is not excusable.
They will take a reservation with a debit card through third parties like priceline. But when you show up, they wont rent to you without a credit card. They would not give me a refund at the counter and acted like they had never seen such a situation before. They told me to call priceline to sort it out and priceline told me to talk to Hertz. I called Hertz and no one answered because the manager at the counter said they dont have the authority to cancel reservations. I just lost $140 without even getting to sit in the car. This place is a joke. Never will i rent with them again.
It’s a risky proposition to rent from this Hertz location at Cleveland International Airport. Their location is open daily from 7am to 10 pm. The problem arises if your incoming flight is delayed and you arrive after 10 pm. Even with the flight information included in the reservation and a call to Hertz customer service, they close the location at 10 pm period. This leaves customers stranded while other car rentals will maintain a precense to accommodate late arrivals. We pre paid our car and we’re left having to rent form Avis. Return the next day and pick up our pre paid rental. The cost for one day with Avis was $150 and lost time. Hertz gave us a $50.00 gift certificate. Still in the hole. Will not risk a car rental with Hertz again. The customer service rep on the phone said in reply to my question of what should I do sleep at the airport? as yes you should.
The rental process is extremely slow. I dont know what the Hertz staffs are doing, the other Hertz are extremely fast. Need better training. The return area Jose is really friendly and we are very happy with him. Thank you.
I only give it one star because the Nissan Altima was nice, or it would be zero, but the lady who waited on us, and there were only 2 and lots of people waiting in line, was rude and condescending. I made the mistake of using a debit card, heaven forbid, but she asked for my flight information, did a credit check, accused me of not being truthful about my insurance, I proved to her I was, then when I said no to their insurance or gas, she talked to me like a child making a bad decision. I have written them off my list. Ive written lots of reviews and this is maybe the 2nd bad one Ive ever given.
I came here to rent a car and boy did I choose right! They had cars here.
Did not have the car we reserved, but upgraded us for minimal cost. Staff was very helpful and polite.
An absolute joke! Waited over an hour and 20 minutes in line. They only had 1 agent working. When I got to the counter there were no cars available! I had a reservation, and they had my flight info. I guess I now know why there are 20+ customers waiting in the lobby. Everyone is in the same boat! Resource planning isnt difficult! I hadnt used them in 20 years because of a bad experience. It will be a lot longer before I use them again.
HERTZ SUX.I was charged 9.99 a gallon gas on return of car. 3/4 of a tank cost me 133.00. Total rip off. I could ofRented the car another day and pay 3.25 a gal. at gas station next door. And would save 70 dollars if they told me they were going to charge that much.
So remember that old Seinfeld episode where Jerry reserves a car and then gets there and they dont have a car for him? But I had a reservation! I see that sir I dont think you do...theres two parts of a reservation, the taking of the reservation and the holding of the car. And really the holding is the most important part...anyone can just take a reservation!. Yeah well...that actually happened to me at Hertz in CLE airport. I have rented cars multiple times a month for the last 18 years. I have NEVER had this happen before. I even pre-paid for the car! And they werent able to give me a quick refund. I have to call some number and hope they return my money. Did the manager even attempt to help? Maybe pay for my taxi to my hotel? Maybe a voucher for a future rental? NOPE. Basically...youre SOL and there aint nothing we can do for you. The rental car center has a security on duty. I can only assume he was there for the irate customers that gets screwed by poorly run rental cars places like Hertz.
Mercedes was absolutely incredible! After a long day of travel, there was a mix up with the rental keys not being in the vehicle. I got out with my 5 year old twice to ask where they could be and at that point, we were freezing cold. She noticed from the parking lot, came right over and got us into something even better with 4wd for the snow. She even swiftly moved our luggage and everything and made sure we were as comfortable as possible. Cannot thank her & hertz enough!
I made a reservation at 10:30 AM on 4/17. Its almost 11:30 and I dont have my car. Im so stressed. I will miss my nice brunch reservation. My plans went down the drain because this Hertz was not properly prepared with everyones reservation.
My check out was exceptional. Tires were low but I had them filled. Car had smelled smoky but I aired it out. Told the check out gentleman. Wasnt complaining just giving him feed back but he gave me a small credit which made my day! I wasnt looking for anything. Thank you!
Rockie and Sheri were great to me and my parents when our flights got delayed. They stayed after-hours on short notice and were super helpful and nice! Thanks Rockie and Sheri for the excellent service and sorry if I spelled your names incorrectly!
Terrible that we have to wait this long and grandmother is a gold plus member and nobody is at the gold desk and only one person handling the regular desk and computer says see desk ridiculous horrible. And now we even have to wait for a vehicle for almost an hour they should at least give us a discount just for the wait. no wonder hertz is in bankruptcy
Terrible. Im a Gold Card member for years. Name on board with car location, no cars. Finally someone asked if I needed help? Said wheres my car, he said all gone, but take the one a attendant just returned. Hertz isnt the same anymore, but then, what is?
Facility is very far from the airport requiring a lot of extra time on pick up and drop off.Line at pickup took forever w few people in line, then there was a second worthless stop after you pick up car at the lot exit.Car wreaked of cigarette smoke and vibrated above 60 mph.Overall awful.
I rented a car from Hertz to travel to Washington DC on May 5th, 2021. There were no options on their website nor Pricelines website to purchase an electronic toll transponder (i.e. EZ Pass). At the counter, I asked the Hertz employee for a car equipped with EZ Pass, and she told me that I wont need it as I can pay in cash. I told her that I will be travelling to Washington and I heard that there are tolls that are cashless. She told me not to worry, and that I can pay cash, and that they did not even have cars left that have EZ Pass. I was happy at first because I got upgraded to a midsize car, but then surprise surprise. I was able to pay cash in Ohio, but Pennsylvania and onward, it was all cashless (meaning they take a picture of the plate and bill you). Of course, Hertz has to make money, off of you, and so they charge you in addition to EVERY toll, a $5.95 convenience fee. So far, I got an $18.95 charge a week after my rental and just today a $33.70 charge (total of $52.65). I dont how much more Ill get charged, but it is getting ridiculous. Had I rented from one of their competitors, I couldve either gotten an electronic toll transponder with unlimited tolls for around $17/day, or around $4/day + whatever tolls I incur (the price of tolls is half when you have an electronic toll transponder)
Terrible, 0 STARS! im a presidential status customer. I have Rented from Hertz all over the country every single week for 2 years. After dropping a car off at this location I was charged a $400 smoking fee. I have never smoked in my life and the car was perfectly fine. When I call customer service they tell me there is nothing they can do. Im never renting from hertz again! im going to National or enterprise.
HORRIBLE. Go anywhere else. Never have I seen a group of employees who could care less about their job. Waited 40 minutes (second in line with maybe four other customers behind me) to be helped, while three other employees stood behind the counter on their phones. Rude when helped. I rent cars very regularly for work, and this Hertz location was by far my worst experience. Go to Enterprise.
Hertz was fantastic. My flight was delayed but one gentleman stayed so I could get my car. Thank you for being so patient and kind! He was there after they closed to get me on my way.
Well, we had a pretty neat vehicle to use for a week for our family reunion. The staff person at desk had helped us with the paperwork. Thank you. June Perkins
Decent experience. Used my AAA and got a great rate. They try to sell you their auto insurance and get you to pre pay for gas, it costs more from them. The car was nice and clean. The some staff was very helpful with directions when I was leaving. I would use them again
Horrible! I went to rent a sports car that my kids would enjoy while waiting for my personal car to be fixed, I made my reservation over the phone this time. First off, the amount of the credit card holding fee was not communicated to me by the customer service rep over the phone and then after arriving to Hertz Airport, the customer service lady at the front desk in the evening was terrible. She wouldnt even look up to acknowledge her customers on arrival and had THE WORST attitude from the start of the transaction. Also, they did NOT honor the coupons that the customer service rep over the phone plugged into my estimate price prior to arriving to pick-up the car. So I ended up with no car, disappointed kids, and a total wasting of my time.
Great service, well maintained cars, very smooth process for Gold members.
Rented through Hertz through my employee discount program as a claims adjuster for the largest auto insurance company in the country.I initially rented a Chevrolet Malibu or comparable vehicle under confirmation number J06022904B8. Upon arrival they gave us a great deal on a black 2019 Dodge Challenger. We agreed and completed our contract. The lady at the desk told us we could find in a specific lot number with the keys in it. When we walked to the space, we discovered that the space was empty. We walked back in to the desk where she sent us to another space for a green 2019 Dodge Challenger. When we got there, we found a dark gray Challenger. So apparently organizing their inventory isn’t a priority.Driving the vehicle itself was excellent. The car was clean and drove smoothly. The two stars are for the price we paid and the quality of the vehicle itself.We had additional issues at the return of the car rental. We pulled in the vehicle to return space where there were two employees socializing. The one immediately took the keys and checked the mileage and gas tank while we unloaded our luggage from the back. He asked if we wanted our receipt printed or emailed. I agreed that email would be easier. He then handed my husband, not our rental paperwork but the rental paperwork of the two prior renters.Then as we walked away, I noticed the employee start rubbing on the back bumper like he was inspecting something. Which seemed odd to me since there was no damage to the vehicle ever during our time in the rental.3 days later I still don’t have our itemized receipt, only the vague charge amount on the hertz.com website. So I tried calling the location to get my actual receipt and discuss whatever that guy was looking at. I called nine times, each time a series of recordings then getting hung up on. You cannot talk to anyone there, no matter what number you call or what prompt you dial. Their customer service aspect is truly dreadful.In the future, I will hesitate using them, not only for myself but also for my clients in the auto claims industry.
Carla was amazing when she welcomed me from my long flight. She provided me with impeccable customer service and a really nice car at an amazing rate! Better than the priceline rate! I will rent my cars from that location in the future. Thank you Carla!
We saw the reviews on here before we arrived at Hertz, making us worried about our future experience. However, we had an exceptional time with the staff at Hertz and with the whole rental experience, even though were not considered a gold member as we dont frequently rent cars. We paid for a full tank up front and didnt have to worry about filling it up when we got back (which added about $45 to our bill but that was much better than us having to fill it up and refill when returning). We got to choose our own car from a variety of cars (which is a very nice system in my opinion) and we rented the car for 10 days. From start to finish, everything went seamlessly and I would definitely highly recommend Hertz for anyone who needed a rental service in Cleveland!
The worst. I almost missed my Uncles funeral because of Hertzs general policy of being unwilling to do anything outside of strict protocol to help people.My card wouldnt swipe. Called the bank to rule out identity theft and/or the small chance that I didnt have available funds - I confirmed that with the bank on the phone. Bank stayed on the phone while hertz tried again, didnt swipe. Long story short - the bank said that hertz just needed to enter in my card manually and they could make sure the transaction was approved - hertz simply refused to enter it in manually, citing some branch rule that says they cannot. I literally saw the field where they would enter the numbers, when I pointed that out, they lied telling me it was impossible to enter the numbers, then acted like the keyboard was a rattlesnake, and just refused over and over. Escalated to Mgr - at this point Ive been here an hour, Im frustrated - and it seems like he thought my frustration is funny and eventuat just walked away leaving me fuming. The worst part - This has happened in the past to a colleague that I was with while traveling for work in Cleveland. Hertz said the same thing then, but eventually entered in the card manually after we put the travel coordinator on the phone with hertz - I suspect that they only budged because of the corporate contract that our company has. So if common sense doesnt tell you that manual entry is possible, past experience doesIf not for the other rental companies that share the building being willing to be reasonable and helpful, I would have been screwed. I dont usually complain, but that experience was horrible. Those people were determined to be unhelpful, and obviously dont care
Absolutely the worst experience. This is not the first time. First visit there were only a few people and I was told I had to wait for a car 30 min etc. This time we wait in line 30 min get checked in only to be told no car, sit and wait. We pay for this service, for real? What in the actual fu**? I will be adding reviews to this companys site for sure. Joke.
Our family made a reservation a week ago for 2 rental cars. The airport shuttle took us to this rental place and when we got here, they told us that it had closed an 1 hour ago. No one was helpful and we had to figure out how to get to our hotel at midnight. This is terrible customer service and communication on the part of this company.
I am posting this hear because Hertz cant even figure out how to manage a customer service inquiry page online right...I rented a van on Friday August 7th for 8 nights. We drove to Hilton Head (HH), SC for vacation. On the way down on Saturday August 8th our vehicle occupants realized that there were ants crawling on the floor of the van. By the time we got to HH there were ants crawling on the CARS OCCUPANTS. When we got there and cleaned out the luggage we opened the stow and go storage and found an entire swarm of ants, hundreds of them, where the container had not been cleaned properly. We are in the midst of a PANDEMIC whose resolution is dependent upon cleanliness, something the employees in Cleveland clearly do not take seriously. We have a video of this as well as pictures of people with ants on them. Late Saturday we spent 2 hours on the phone trying to get ahold of Hertz customer service (CS) through roadside assistance because it was the only option available. When we did talk to someone we did not receive a reference number to refer other Hertz employees to when we presented our issue in the future. The rep informed us that we could not exchange our ant infested van until Monday when the HH airport hertz opened. We were told they had minivans available and we could simply swap it out. When my wife and I arrived on Monday morning we were informed that all vehicles of the caliber that we were PAYING FOR were not available and that Customer service just tells you whatever they need to get you off the phone so they can get to the next call. They dont actually check our inventory. As a result we had to choose between two smaller standard SUVs that were significantly less in cost than we were paying for daily, that wouldnt actually fit our luggage and passengers to get back to Cleveland at the end of the week. We left with a Nissan Murano and a promise of the HH kiosk employee that she would keep us posted about available vehicles later in the week. This was Monday August 10th. On Wednesday August 12th I reached out to the employee at the airport. All efforts went unanswered. Getting concerned that this issue would remain UNRESOLVED until the very end of the week where I would be scrambling to find a solution for my family to get home, I decided to get back on the phone with your CS line. After spending 2 hours on the phone I had been offered $100 and a free days rental and been transferred twice. When I got back to roadside assistance they once again told me that HH Hertz should have vans available but couldnt get ahold of the kiosk to verify. They then told us that our ONLY OTHER OPTION was for us to drive over an hour to Savannah, GA airport where they claimed there were 6 vehicles available for us to pick from. And then they got off the phone, with no additional effort to facilitate this transfer for us. Fearing that this would still remain a disaster because of the fact that Hertz CS had yet to actually help us rectify the situation, my wife and I got up on Thursday August 13th and started calling all Hertz locations in Savannah GA to confirm there was a van available. After 30 minutes of repeatedly calling the airport in Savannah we finally were connected with an employee and after they conferred with their district manager we were informed that they had a SINGLE minivan available. We then proceeded to drive, ON OUR VACATION, down to Savannah, GA to swap out our 2nd rental car of this trip. I am happy to say that this vehicle met the size of vehicle we intended to rent for the 8 days and was actually clean. The final issue is the fact that when I went to close out my rental back in Cleveland, OH on Saturday August 15 we were charged an additional $49.95 transfer fee.
Extremely easy to rent and return. If you see Jose in the return lot he is one of the friendliest we have ever encountered. I hope that he is recognized for the impact he makes on the customers!
One employee at the counter, waited 45 minutes in line and because I didnt reserve a car, he proceeded to step me aside to help other guests, which Im assuming he would have until nobody was in line. This would have not been possible due to the rate of arrivals; however, I downloaded the app and made a reservation which was about 3 clicks and he finally decided that was acceptable. He spent a lot of time casually conversing with each customer while there was a line of 5-6 people at all times. I was given a $25 voucher when I returned the car, but I would have been happier knowing they could resolve the situation with the employee so it would not be repeated. In short, I was not made to feel like the customer was important here.
Slow, unorganized, & complete waste of money. All of the other bad reviews sum this place up well.
Top notch workers. I had a fantastic experience with Hertz. I loved the service they provide and they did it at a fantastic price. They were even encouraging to me when I told them I was here for a job interview. They were helpful when I had to come back because I left my wallet in the car. The car ran very well. I would use them again for car rental!
I’ve now been standing at the counter for 25 minutes. Finally Carla shows me the rate which is 50% higher than I see online. Nice try Hertz. It takes this long to rent a car and you try to screw people? My first time giving you a try and definitely my last. Oh by the way, I travel for work all the time.
THE WORST customer experience ever. I cant still believe this happened to me. The car was the dirtiest Ive rented at Hertz (We rent a car for the business trip all the time, and I am a gold member). Obviously, it was not adequately cleaned. When I returned the car, I found out that I was overcharged for more than $100 so I went to the counter and asked, but they didnt have a clue, and they didnt even try to fix the problem. The guy at the counter had an attitude like whatever and kept saying no to everything I asked. I asked his name to report him to the customer service but didnt even answer my question. He just charged my credit card and left and didnt come back. He totally ignored me. The other person at the counter (a female employee) let me know his name is Jason but not sure she gave the right name. She was nicer but wasnt helpful much neither. She said the manager was coming but didnt know when..... so we had to leave to catch the flight. The guy shouted at me and disappeared was unbelievable, and his attitude is unacceptable. People who do not know what customer service is should not be in the service industry. I seriously suggest to the company that he will choose another job. I was mistreated by him and still couldnt believe it. Watch out, guys!!!
This was the first time I have rented from Hertz and will most likely be the Last. I rented a small SUV for my family to get to my grandfathers funeral. The lady at the desk was nice and told us to wait inside since it was cold and that someone would bring the vehicle to the curb and come get us. After a while we walked out side to see there was a vehicle at the curb but no one there to let us know if it was our vehicle or not shortly after a group of people who arrived after us walked out and jumped in the vehicle, I asked the guy if someone told him that was his car and that we had been waiting. He told me he did not know for sure but that he went in the building across the way in the parking lot and the guy told him just go ahead and take it. So I walked over to the building and asked the guy where are vehicle was. He threw his hands up and told me that they do not tell him any thing and started pointing at vehicles in the lot and said just go out take any vehicle. Once we picked a vehicle there was never any vehicle inspection to mark dents and scratches, So I asked the girl at the check out when leaving the lot and she handed me a sheet and told me to circle any areas. Luckily I had already inspected before I left and new where there was damages. Otherwise I would have had to get out and inspect with a line of other vehicles patiently waiting to exit the lot? The whole experience was terrible, there was no communication and the employees did not seem like there was any training. I would recommend any other rental company to avoid this nightmare.
We rented a car for our vacation. They were very accommodating to us and set us up with a new Toyota Avalon. Nice, clean comfortable car. It made our trip just that much better. Hertz also gave us an excellent rate on it. As a person on a fixed income, that was really appreciated.
We got a Ford Escape and it was a very comfortable drive. They were very nice. Only problem was the lot it was very confusing...need better signs..make sure you pay attention.
Probably should be 2 stars. I thought being a member would be helpful. Not so. The price looks good till you pay all the add on fees. I reserved a car. But when I arrived they let someone else take it. I had no choice by then. But take a smaller car. They didnt help much either when I said I have a AAA discount. I got faster better service at 2 other rentals plaaces
Julius Tate, manager, offered wonderful service. He went above and beyond to make sure we had a 5 star Hertz experience. Thank you! Pleasant and polite people at the desk. No wait in line. Had a car waiting for me. Super easy.
One the the best car rental facilities we visit. Fast and friendly service every time. We always feel appreciated.
Manager Mercedes is a good manager . very helpful. and handles things professionally. Jason is very poor at guest services and for some reason always has a bad attitude. I dont understand why. avoid him at all cost.
Being a very frequent traveller, I must admit I only use Hertz. Company contract. So cannot compare. Though what I value a lot is the customer experience design around convenience. Being a gold member, you can pick your car from your pre-designated area and you go. Present your driving license at the gate and the administrative task is well under 5 min. Always get offered a complimentary bottle of water, which after a long flight is great. A fan
POOR IS GENEROUS. Absolutely no customer service training. Of course when you have problems with a company you start poking around on their reviews and see that many people have had the same experience. My experience with the manager, Anthony, was perhaps one of the worst experiences I have had in a business setting. He was more than eager to show how inept, untrained, and downright moronic he is. I had rented a car from them that turned out to have a slow airleak in one of the tires. A day and a half after picking up the car the low pressure indicator came on. I assumed that one of the tires may have been a little low so I stopped at a gas station to put air in the tire. A day and a half later the light came on again and it was apparent there was a slow leak. I returned immediately to the rental agency to either exchange the car or have a new tire put on it. When I began to explain the situation to the agent she said that I would have to fill out an incident report and make a claim to my insurance agency to pay for the damaged tire. I insisted that there was a slow leak in the tire when I rented it and I was not going to pay for it nor was I reporting it to my insurance agency. When it was evident that she was not understanding the situation I asked to speak to the manager. At this point I was frustrated, but I was not irate. Not until I met the manager at least. After waiting for him for 10 minutes while he stood outside and smoked (I could see him out the window in the lot) he proceeded to blame me for the tire damage, that once I drove the car off the lot anything thats wrong with the car is my problem. I informed him that more than likely the tire had a slow leak when I drove it off the lot, something I would obviously not have been able to assess before I took the car. He told me that I should have checked the tires before I drove the car away. When I asked how could I have possibly done that, with a straight face and in a dismissive tone he told me pour water on the tires, thats what we do. It took me a few seconds to process that someone would actually say something as stupid as that aloud. Ultimately, I knew I would get nowhere with this crowd of miscreants that I told them to just get me another car and I would take it up with the corporate office. At NO time during the entire exchange did anyone even come close to an apology or even a cursory Sorry for your inconvenience. Right from the start it was my fault - they were not there to help me and couldnt care less. Even the most basic customer service skills were lacking. I was charged $100 for the tire.Im not a hardcore traveler who rents dozens of cars a year, but I have rented at least 12 cars from multiple different agencies throughout Alaska, continental US, and Europe in the last year and up until yesterday I have never had a significant issue beyond waiting a little too long. Unless they have some highly skilled corporate employees who can fix this I expect this is the last time that I rent from them.
My experience with Hertz has always been good. However, lately at the Cleveland Airport location, as a Gold Member my name is usually posted on the board with the stall number of my vehicle. That has not been the case for my last two rentals. Maybe its because of COVID-19. Anyway the staff is always helpful and positive.
Renting was easy and seamless. Was handy on Sun morning after my car decided it needed repairs Sat night
Use to be a company that I loved until I rented from them and I had to trade my car in twice then when I returned the car I got charged an extra 150 went back up there the sales person said the car was never damaged and they rented the car back out the same day but then I get an email saying that the car had a cracked windshield and they recharged my card how u going to charge me when the pics of the car showed no damage they will no longer get my service ever again
Place is run by a bunch clowns. Go to Avis, you wont alteast get a used, dirty car like you will at Hertz.SInce they went bankrupt, they sent their fleet of cars elsewhere, now expect to wait when you arrive to get a car.
Security Guard said Hertz at this location. leaves people stranded every single night. Literally every single night. Closes earlier than all rental cars on site and says it’s their COVID hours?? Do not rent from Hertz if going to Cleveland.
Renting a car with this company at this location was a wonderful experience. Bianca assisted us, and was not only highly professional, but she went out of her way to help us. She fielded a phone call me the week before we embarked on our visit, and she came through on her promise to assist us in a car seat exchange with another family member who lives in the area, but could not meet us at the time of our arrival. She truly made tough travel with young children less difficult. We are so appreciative of her professional manner, and I think it speaks well of the location as they have managed to hire such an incredible person, and retain her.When we are back in town, we are definitely going to continue using this specific company.
I reserved a car ahead of time and was told I would be charged $166. I fly in from Alabama to Cleveland and when they run my credit card they tell me it’s declining without even telling me they are charging more than my original booking. I call the credit card company to see why it was declining and they stated to me they were charging me $371!!!! For a car rental that was only $166. I ask the lady why this is. She tells me it’s a holding charge till I return the car. Over $200 for a holding fee. That was never communicated which left me stranded in their parking lot till I had someone pick me up. Definitely will never do business with them.
Poorly managed, they have no clue on how to plan for demand. Use them once a month and always have to wait for cars inspite of having five star status and gold. The employees are always lost and have no control on their inventory. If not for my company having to use this stupid center, would be using national that is next door. Like Seinfeld saidthey know how to take a reservation but not how to keep the reservation
Booked a car. They refused to let us pay with debit/credit card. Desk personal refused to help with transferring our reservation. Thank goodness for their corporate office
Great experience. They waited for me until 2.15 AM. When we returned the car they dropped at airport in the same car as we have kids. It saved my time and effort. Sad part is they didnt have toll pass for me. Due to that my journey towards Niagara took 2 hours extra. Whoever go to Niagara please choose toll road. Non toll roads are not safe to travel in the night. Its compete dark and single road. But you can see harbour and beaches on the way.
Car was good for the price. Definitely become a Gold Member
This was my third time trying to rent through this branch and it is always an issue. Dirty cars, extremely inefficient check out, and now card issues with what was on file.I feel what was Moore frustrating was the lack of customer service each time, and not understanding their own system/computersI only tried them due to the connection through my Delta account, but enterprise is always more helpful, go there instead, they are in the same building.
Great experience from the time of pickup to drop off.What really stood out was the fact that we had our 18 month kid with us, and at drop off, Pete made the check out process go smoothly and even offered us a ride in the same car (so we wouldnt have to detach our car seat and load it up onto the rental shuttle, put our kid in the stroller, etc.) to the airport terminal, which really helped us out. Larry was our driver and he was very kind; he dropped us off curbside and that made the trek to the terminal much more pleasant. Would definitely rent from them again during our next visit to Cleveland.
It took at least 20-30 minutes at the booth to get the already reserved and paid for rental. I was charged a fuel service fee when I brought back the car with a full tank. They said it was only 7/8 full even though I filled the car within two miles from the return point. Got a refund after a week but a $25 charge was ridiculous. Lots of hidden fees that arent explained. Likely will not do business with Hertz again.
Arrived at midnight but the car was ready. No paperwork in it (GOLD) so when I got to the gate, he sent me back in. Very apologetic and nice about it. Never had driven a Ford Fiesta and it was clean and peppy.Issue I have is that my rental record shows a RATE of $43.00 per day. Before all the other stuff gets added in. The RATE on my e-mailed receipt is $47.30. No, I didnt have any extra time. I had the car for not quite 15 hours.So kind of a mixed bag. Some good, some bad which is why it got an average rating.
Great staff. Very understanding And friendly
Efficient, easy pick up (they had plenty of cars) and drop off. Take shuttle to/from airport
This place didnt only give me verbally wrong information resulting in a $91.00 rental to be billed at $291.00 they turned me in for a car as not being returned. After getting numerous harassing phone calls for 2 days. I contacted this rental company and was told a manager will be in touch with me in regards to the rental. I was never told if they found the car that I left in their parking lot or not. Are you kidding me, they cant find a car in their own lot or tell me it was found! After 2 days of getting the run around and NO returned calls from the manager like I was told I called the number, that has been harassing me 2 times a day sounding VERY threatening to see what the heck is going on. I was informed that they would be closing this case and that the car that I was keeping had in fact been rented out already to someone else, poor guy I wish him luck.Then success, I got a voicemail from the manager. His message said, thank you for calling Hertz, I have searched our records and cannot find your contract with us. If you call back I am sure we can get this all taken care of..... WHAT, you turned me in as not retuning your car and now you cant find any record of my rental.... Are you joking.... Apparently not, tried to call the manager, like his voicemail stated only to get his voicemail yet again.... Needless to say, I am filling a formal compliant with their corporate office. If you are reading this save yourself form being over charged, dealing with people who clearly dont know whos coming or going. Spend a few more bucks and save yourself the trouble, the risk Vs reward is not even worth the risk. This has caused nothing but troubles sad thing is they still have no clue about the car.... I, who has been loyal to Hertz, will NEVER rent a car from this location or ANY others.....! Beware they dont have a clue.
Your flight lands 30 minutes after midnight, its pouring rain and you have to go to the rental car counter; does it get worse?This time my thoughts of the way it would be and what reality was were flipped over. Wendell Cheney the young man who greeted me had a smile on his face and was joking about the weather. He was efficient and genuine and had me on my way. Thew most pleasant rental car experience I have ever had.
**BEWARE** My husband made a reservation for a 7 passenger mini van (4 day rental) at a cost of $257. Hertz had already charged $200 to our credit card. There was a very limited selection and he was not happy with what was available. The Hertz rep told him he could upgrade the vehicle at a quoted cost of $320. He was under the assumption the initial $200 charge would be refunded. He agreed. The printer was not working and a normal contract could not be printed but a substitute agreement was. No other papers were signed for the new rental. The rep showed him the bottom line charge of $320. Needless to say, after the rental was returned the $200 charge was not refunded and the $320 charge was posted. Upon contacting the manager of the location, he refused to make an adjustment and said the final combined charge of $521 for the 4 day rental was correct. The customer service rep was incompetent and misrepresented the rental charges. The manager of the location is rude. We will never use this location again. There are plenty of other car rental agencies at the airport location.
Very nice staff and nice cars just didn’t like how the company played with my business money besides that I would never used no one else but that’s why there going out of business.... Spent over 5,000 with you guys and never even got offered a free rental !!!
Such a disappointing experience. Ive never had a bad time with car rentals before but because of this, I wont ever be using Hertz again. The only good things were the long open-hours and the efficient shuttle that drops off and picks up.
This place is just complicated. The workers dont care to help or work with you. There are other rental car places in the building that are much finer option wise.
Danger See You have been warned of faulty cars and unsafe poor maintenance
Went out to the car, put our stuff in the backseat since the trunk wouldnt open. Got in the car, it reeked of cigarette smoke. So we got out, closed the doors and the doors locked. All our luggage is inside. Went to the office and she basically said theres nothing I can do to help you. You can call Hertz roadside assistance and they will charge you $75 to come out. Or if you have AAA, you can call them to come out. They do not keep spare keys. Totally unacceptable and ridiculous. The car isnt even linked to our rental agreement since its still in the parking lot!
I loved it! My gold rewards program allowed me to simply walk into the parking lot, choose the car I wanted from a huge variety ( SUVs included) and drive off. They check you at the gate and done!
I rented a care on Friday and returned vehicle that SundayI received a call 4 days later stating the car had not been turned inand they were going to do recovery action.I called Hertz and the recovery team told me the car was closed out 4 days lateI then called the airport was told it was closed out that SundayIn the end the actual charges were correctMoral of the story keep your receipts,,,,
Great selection of cars, clean, well organized, helpful and knowledgeable staff. The customer service is great at the counter, in the gold office and the behind the scenes staff. Between Kate, Sherry and even Charles who takes care of the inventory, my experience was outstanding.
Excellent service from the front counter to the checkin (Sharon). We rented a car while ours was in the shop, without a reservation. The car suited us perfectly and was clean and operated flawlessly. The cost was quite reasonable.
Im currently sitting at the rental waiting area because they dont have my car. My reservation was at 9AM and its almost 11AM. According to the gentleman at the counter, Hertz takes reservation all the time even though they dont have the car in the lot.
The team at Hertz went above and beyond when we dropped off the car at Cleveland airport. Since we were travelling with a kid they gave us a complimentary ride to the terminal and since I forgot the electronic key in my pocket they gave us all support to be able to return it and still catch our flight without worries. Thanks!
Never had a problem with renting a car tax exempt until this evening. I have used the same form and been an employee of the same hospital for the last 3 and a half years. My name has never been typed on the form. The credit card I use has my employers corporate name on the card.
Former egregious remarks redacted as per competitive pricing and diligent staff.
Beware of this shady set-up.I was given a car whose underbody splash guard was duct taped together. While headed out for vacation for the Fourth of July I made it to Ashland when I heard a loud noise, I promptly got off the highway and pulled off to the side and got on the ground to see the front end splash guard dangling off. Once I shined a light underneath I saw it had been duct taped together. Once I contacted customer service I had to drive off my route to Columbus airport location and was reminded to FILL THE GAS TANK before returning, I definitely felt that was a slap in the face after receiving a rigged vehicle and having to drive off route to get a new one to exchange. Then while at the other location one poor young man was running the whole service by himself, I genuinely felt bad for him...until he handed me a paper and I read that it was basically asking me to admit the damage occured while I was driving, I refused to sign that of course.So please, just avoid this place at all costs. I was ever contacted by customer service after I spoke to them in order to get a new car. This was just an all together bad experience and actually still get anxious telling this story.-I often rent vehicles out of Cleveland Airport, I have had amazing experiences with: Budget, Dollar and Alamo! : )
Flight arrived 90 minutes late Hertz had no cars available.Had to wait 30 minutes for them to bring a car. No seating area, no restrooms, and my name on a list. Great customer service NOT! Last time it was a 90 minute wait for a car. They claim its a new system. Pretty bad system to be out of cars twice in three months!I feel bad for the folks that work here. They are thrown under the bus, except Phil. He was just a jerk.Use someone else at Cleveland Airport.
We did not have a good experience renting a car with them . Booked online . When we arrived they said we had to switch locations because it was at one for private flights only . We didn’t realize this when booking or else we wouldn’t have done that . We had to call and switch everything ourselves . No customer service . Then we were told it be 200$ more than we were expecting to pay and there was nothing they could do even though we had our confirmation # already.
Havent even gotten a car yet and its already been a nightmare experience. All I want to know is if they have their own parking lot that I can park my car in when I pick up a rental car or if I have to park at the airport and get the shuttle. This should be a simple question. Called the local number, all the options are automated except one. Nobody answers the phone and it goes to voicemail or it just says the extension cant be connected. I called about 7 times, trying various options just to ask a human this simple question. Then I gave up and tried to use their web chat system. It also never connects. Then I called the corporate number and again, couldnt find an extension that would connect me to a human. Finally, the only way to get to a human was to use the roadside assistance extension and ask them. They contacted someone locally and were supposedly connecting me with that person when they hung up on the call. I give up. This has been an insane experience.
People were helpful. Car was clean but discovered rental needs new tires and wipers. It rained here pretty bad.
There is something novel after traveling on an unfriendly airline to walk into a Hertz terminal and get the best customer service. Efficient, excellent value, and great cars. Quick in and fast out. Just love it.
Ive had few bad experiences. I.e. Paid for intermediate class which is above compact and economy class. They gave me a Mazda 2 and offered upgrade for $35/day extra for Hyundai Sonata. I would recommend other rental companies.
Takes an hour from check-in counter to exit of rental car area
Made a reservation in advance. No cars available. Now Im waiting for who knows how long. Hertz is by far the worst rental company I have ever used.
It was a nice rental experience until I was wrongly charged for a smokers fee and cant get in touch with anyone to properly dispute the charge. And my passenger seat belt didnt work.*update the charge was corrected
Left my Rudy Project sunglasses in their case on top of the rental car. I went to the airport and returned 30 minutes later and no one could find them. The manager was going to look a couple other places and call me the next day. He did not call and the phone to the location is never answered. It merely repeats the automated options. Someone in Cleveland has a very nice pair of sunglasses now. I am a gold club member and have never had this sort of problem with Hertz before. I am not happy with their service at the Cleveland location and when I go back to Cleveland will explore other rental options.
Initial check out in Cleveland was a bit slow but I think it was due to computer. We had a wide range of cars to pick from. The car we picked (Toyota Camry) had plenty of trunk space. Check in on return was extremely quick and because we were there at a slow time, they offered to take us to the terminal so we did not have to wait for shuttle. Cant beat that kind of service!
We love this rental car location near the Cleveland airport; the property layout is very organized and is easily accessed; the Gold member status for Hertz car pick-up is great! This location lends itself to very easy pick-up and drop-off of the rental car. One disadvantage is the 5 minute shuttle ride from the Cleveland airport. But, the shuttle buses are efficient at pick-up and drop-off.
In 2006, I rented a car from Enterprise. It broke down in the middle of the road. I called their roadside assistance, told them I was going to leave their car at that spot and asked them to pick it up, and left with a friend who picked me up. The next morning, I was called by Enterprise, asking me about my experience, trying to understand what went wrong, and apologizing for the failure of the vehicle. They also told me that, to compensate for failing to deliver what they promised, they would send me a voucher for future rentals and they did.In 2016, I rented a car from Hertz at the CLE location. I was offered the pay for fuel in advance option, and I paid for fuel in advance. When I picked up the car, the tank was only half full (so the product that was sold to me did not exist). Immediately after we went on the highway, the car broke down. I called Hertzs roadside assistance, told them I was going to leave their car at that spot and asked them to pick it up. A police officer gave my family a ride to our home. As a consequence, we missed our overseas flight. Hertz never called me; all communication I received from Hertz was a letter claiming that I did not return their car and threatening me. Eventually, they did not charge my credit card, but they did not contact me to understand or explain the situation. I submitted a complaint through Hertzs website explaining the situation and asking for a thorough investigation of why we were given a car that was not properly inspected. 15 days later, I received a generic letter of apology, with no indication of whether any attention was paid to the specific issue.Overall, this clearly demonstrates to me that Hertz does not value its customers and does not care about customer relations or customer satisfaction. This was not just the failure of the facility at CLE, this was a failure of Hertz as a corporation because I gave Hertz the chance to handle this issue as a corporation, and Hertz chose to just send a generic letter from their office in CLE in response. Enterprise was able to handle a similar (and less serious) situation much more effectively than Hertz can handle it today.For the last 10 years, I preferred Hertz for rental needs because of its reputation to be reliable and of higher quality, but it is now clear to me that this is just a deception.
Never again i rented there for air miles. In hind sight id rather buy the tickets. Over priced rude and so slow
Poorly understaffed, there is always a line to get checked in or have an issue. Highly recommend signing up for gold membership before arriving to this location.
Text said my car was in a slot. When I got to the slot the car wasnt there. After waiting for the attendant to get off the phone I was assigned a new slot. That car was dirty. The last driver must have been a chain smoker. Windshield filthy. Then I get a text to rate a car I dont have.
I am a Hertz Gold customer who was able to check in on line, where the stall number of my vehicle was provided, so after picking up my luggage, I simply got on the free Hertz Shuttle to the car lot. Once there I went straight the to my vehicle that came equipped with a GPS system called NeverLost, and believe me, if you use it you will never get lost, and was on my way. Returning the vehicle was simple as well. I just returned to the Hertz lot at the Cleveland Hopkins airport, left the keys in the car and strolled to the shuttle bus that took me to the Delta terminal at the airport for my next flight.
Husband and kids broke down vehicle in shop needed to get home 1 way trip to Kentucky rented vehicle he got there wouldnt take debit card unless you have round trip plane tickets hello stranded needed vehicle to get home one way they werent evin willing to help us had all money in acct they required for rental and deposit would not recommend this rental place to anyone now to find another rental place they should have this listed on site before going thru rental sign up would give no stars if I could
There were no cars when we got there, and upon getting a car we were told we couldnt leave without my father in the car. Even though my mother was put down as a secondary driver. The lady at the desk lied to my fathers face about her being able to drive it, then backtracked and said she had told him my mother couldnt. As a result we had to drive 40 miles and wasted almost 2 hours of our time. Would not recommend.
Great customer service. I had lost a small case and it was immediately discovered in the car I returned. My flight had departed, yet Hertz (thanks Kate!) reached out to me and mailed it right back to me! Thanks!
I had a confirmation number, drove 50 minutes to the airport, and they did not have a car for me. A seriously flawed system. I tried to call them at the airport location, but kept getting transfered to their national reservation system. They could not confirm or not confirm car availability at the airport. The national agent said that I could call them directly and to push #9 on the phone menu. The #9 was not a valid number. In other words, the agent lied to me.
GET A RECEIPT!! OR THEY WILL SCAM YOU WITH THE GAS. How many times in the last 10 years have you dropped off a rental car and NOT been greeted by a person with a mobile device that can instantly print your receipt? Well, the Hopkins Hertz is apparently the exception. The options are to get a receipt mailed to you (ie leave with no proof you even dropped off the car) or wait in line inside to get a receipt printed. Hmm. Which is the hurried traveler going to choose? A half hour later my emailed receipt had a surprise extra $15 fuel charge tacked on. I turned the car in with the fuel topped off, needle above the F. Judging by the recent reviews, this is not an isolated event. Hertz, you need to fix this.
Sad..... 45$ added to my bill for 3.5 gallons of gas. I dont think i will ever rent from hertz again. I paid 44$ a day to rent the car. I am an honest men and dont mind paying, but can not stand getting rapped..... Hertz this policy of your is exactly what is wrong with America today!
We hate this company we reserved and paid for a special rental car from this company for our families vacation and continued to give us a run around until we ultimately had to lose a few days of our vacation trying to get a refund after not giving us our rental absolutely trashy
Very professional, easy drop off
3rd Rental this month and every time the team at Hopkins got it right!Fast, Friendly is what its all about. Thank you guys and especially the front counter lady at 9 am on Friday. Your the best!
Best Service ever! Julius really took care of me. I even watched him go above and beyond to assist a customer who originally rented from Thrifty. Thrifty was not there because it was really late, so they took care of him. Even hot him a better price!
Paid 115 to get a rental car online. Was not notified until I got to the counter to pick up my non refundable rental car at 11:30pm that there is a 200 dollar deposit on top of what was already paid.
Lady was great at the counter. THIS IS NOT AT THE AIRPORT AND YOU MUST TAKE A SHUTTLE. Not that its bad, just plan an extra 10 minutes to your trip. And please remember the address, its not on your receipt. My gps had me 10 minutes away.
The customer service clerk gave me her attitude without making any attempts to help me, and have transferred me while I was still talking. After I was transferred to the other department, nobody have picked up and I was disconnected. Waiting period for the customer service to pick up is very long.
Hardly any choices in Presidents Circle...Very disappointed...
Dont rent cars much anymore. I generally uber, but the Hertz experience is always good when I do rent. They always get me in and out quickly and efficiently.
Pricy, 3 day small car $250No hidden fees,(so far). return easy.Rental based on 24hr... ( If you take it out at 11,,, they want it returned by 11) you can ask ask for a few more hours for an additional fee,,, they will credit (dont charge you that fee) if you dont need it.
Quick and very pleasant people.
Very fast service, and they gave us a free upgrade. I didnt ask why. The price was reasonable, and a manager was available on Christmas Day to take care of an issue. I would use this location again.
I really didn’t even wanna give this lady a star considering the fact that she definitely lacks customer service and definitely no care or concern I will never and I mean never rent from them again
Good service nice vehicle selection
Turned the car on according to the contract with a tank full of gas and then they charged me for gas saying it was half full. Luckily I had the receipt but now I have to email my receipt to and wait for a credit. I asked the representative why would the people at the Hertz location say it was empty when it was clearly full? She said she didnt know. CROOKS!!!!!!!!!!
I made reservations through orbitz. When I arrived they would not honor the price and almost doubled it. Not only that the car wasnt even ready and I had to wait for an hour for them to get a car. A complete joke. DO NOT RENT FROM THEM.
Picked up my 2019Jeep Wrangler from Cleveland Airport, vehicle had major issues. Hertz deemed vehicle unsafe to drive, triple AAA towing picked up and Hertz refused to bring me a replacement vehicle.. unacceptable customer service, will never reserve a vehicle with them again!!
The only airport I know of that never have cars. Flew into Cleveland twice and they had zero supply of cars. This is definitely not a place to go on a whim. .... you better make reservations.NOT A JUMP UP AND GO TO PLACE!!!!
Worst experience at any Hertz. I was supposed to pick a vehicle up from the Five Star zone and instead I have been waiting in line for an hour with no available cars.
Horrible people local agency said just go to airport agency and say exchange but this airport location can’t exchange and messed up even can’t read first name and last name don’t go there
I rent weekly from Hertz and am a gold member. This is 3rd this week I have rented. Usually get great service and feel taken care of . Monica was not helpful at all. Looking to leave hertz
Their credit card reader does not work and they will charge you extra for their own incompetence. If I could put 0 stars I would.
This is my first experience with Hertz. But ended up paying more than what it was written at the time of booking it online and doing prepaid transaction. Also didnt like the service while asked for options for other vehicle. wasnt really a customer oriented service at my first experience.
I will never drop a car off there in Ohio again I was returning the car I drop off and a van pulls up with two males and jumps out not knowing who they where ( hand on my trigger)and come to find out they work there smh make your employees wear a uniform plz
Great and amazing customer service from beginning to end. I was running late for my flight and the location manager Wendell Cheney drove me to the airport personally. Talking about going beyond for your customers. I will only rent for HERTZ from here on out. Thank you!
I really like Hertz, but was disappointed when I left my Prada prescription glasses in my rental car and an employee tried to keep them. They were found at one if the outside workstations. Management found them and returned them to me after a week of calling and checking the website for lost items.
Absolutely best service Ive ever had with a rental car service and will be booking with them from now on. Giving a shout out to Mr. T the best courtesy driver Ive come across.
Pleasant customer service.....but please, show people how to open the trunk on the Ford ecosport..after 2 days I utubed it
We missed the shuttle back to the airport so they assigned us a driver who took us in our rental car to the departure gate. LOVED THEM! Theyre expensive here but thats just the area apparently.
Its an easy location to get to off the free way. My car was ready, no waiting. A very efficient process and the car was clean. The return was just as efficient.
I love the service as a Gold Card holder things went very smooth and stress free at pick and drop off...The desk personnel was very friendly and helpful...The only issue I had with my experience is that the vehicle was not clean inside sticky and dirty in the primary areas.
Smooth check-in and cars in real good condition.
It was nice to meet Debbie and Ray
This Hertz location is very far from the airport and you will need to add 20-30 minutes to your schedule to ensure you can drop off in time to make your flight.
I was given a car with an issue had to trade out and now they are charging me an extra $106... for what? The fact that I got a bad car to start with? The 2nd car wasnt even full on fuel
Opened on time. Desk clerk was very friendly and efficiently
I dont like when customer service tell you one thing and you get to the counter and its totally a different thing and rules. That is what make you angry after a long ride to the rental place.
One star for one employee working the desk. 10 customers waiting 30+ mins in line for a rental
Just coming in for a rental at 115am and there are only 2 people working with about 20+ people waiting! Not cool at all Hertz!! We need more customer service!!!
Super friendly service! Very quick rental, in and out!
EZ out and EZ in. No waits.
This is really the ghetto of rental car agencies in CLE. No ability to print contracts at the exit, no turnpike transponders, and cars that look like theyve all been through a shredder.
3.6 (199 comments)
Review №1
2022-04-06Nice service and very friendly personal. All process is fast and easy. Price is affordable, vehicle is brand new. I got Hyundai Tucson, but for cold weather in Ohio I can highly recommend any all-wheel drive car. Make sure youre on-time with car return. Be safe.
Review №2
2021-12-22Car was dinged up and scratched and the interior was cleaned but still worn so badly that it felt dirty and the interior plastics on the SUV were scratched and there were ashes between the seats. I paid 700+$ for a nasty vehicle. And now I have to make a complaint when I return the vehicle because I fear that they are going to try to charge me for pre existing damages.The photos attached are just a few of the photos I took when I initially recieved the car. There are far more photos and issues than whats shown.
Review №3
2022-07-18Be very careful when you rent a car after flying all day you just anxious. To start your vacation….already purchased a car paid for. Went to counter to get my car Cora charged me for insurance. That is We declined because I already prepaid. She had me sign for the deposit. I wish I would have looked everything over. Just pay attention to what you are signing even after a long day of flying you want your car and start your vacation. Too bad people are just out to rip you off take your money. I caught this when I got to my room called. They gave me case number. Told me to call them when I return the car. They would reverse the 378.00. More than my car rental. I called they said nothing they can do about it. So heads up pay attention to what you are signing ! It’s sad that this happens… I’ll never rent from this place ever again
Review №4
2022-05-10I was on a flight Friday 29April that landed a little later than expected. By the time we got our luggage, got the bus to car rentals and arrived it was midnight. We and 2 others were shocked Hertz was closed. I had advised them the flight I was on. I would have thought they would have noticed me they would be closed. Im a gold member that will rethink booking Hertz. National had stayed and waited for there customers. They were wonderful and got 3more customers. Good customer service!
Review №5
2022-05-10To begin with, the car I had didnt have a bar code for the worker to scan.Next, over all the systems worked but Ive never had a modern car *not* have the seat belt warning work. I experimented to even see if it mattered what speed I went if that would set it off. Nope, silent at all reasonable speeds. Concerning because if that doesnt work, what else may not?Also, my phone wouldnt connect to Android Auto for the reason that the connection wasnt secure and appeared compromised. Ive had issues were it wouldnt connect or stay connected but never that the connection was risky!Finally, none of the charging ports were putting out any decent level of power. While I was charging, I was still losing percentage.While thats only one car on the lot, combined with the less than pleasant overall rental checkout experience (told at the counter one zone but board had different, no attendants in the lot) leave this a 3 star location at best.
Review №6
2022-05-19Rented a SUV (Equinox or similar) this past weekend via Expedia. The transaction went smooth. They gave us a relatively new Honda Pilot to use. Great car, nice condition, clean. No problems. The only downside was I didnt like having a Florida tag on the car while I was bopping around the city. But thats the way it was. Great rental experience!
Review №7
2021-08-05These ladies are the best! Cars always clean, always on time and if you need a special request they are their for you. I took my family on one way cross country trip and they made my trip magical delivering a practically brand new Ford Expedition. Incredible service! Could not be happier.
Review №8
2022-05-13We made a reservation in advance but my husband forgot and rebooked when we arrived. as soon as we told the clerk she made it right, no issue. Also, we have a toddler and there were no toddler seats available. One of the managers on site was quick to drive and find us one! It was so thoughtful. Traveling is not always perfect so it’s nice when a company is quick to make things right!
Review №9
2022-06-18The Hertz experience was was great! It was super easy to pick up the car. I just chose one and showed my ID at the gate and I was on my way! When I had to return I needed an extension and had a little issue. Jackie really helped and was truly amazing! I would recommend to anyone that is need of a rental in the CLE
Review №10
2022-06-09Do not rent a car from Hertz!!!!! They have the worst customer service ever! My husband and I rented a van from Hertz to take our kids on vacation. Two days into the rental, our van wouldnt start. My husband spent an hour on the phone and Hertz sent someone out to look at it. The battery was bad and so the repairman jumped it but said not to turn the van off because it wouldnt start again. Hertz told us that it was our responsibility to drive the van 40 minutes to the nearest Hertz to get an exchange. My husband drove it in and then waited for 40 minutes in line. The man at the desk went through the contract with him and my husband declined all extra charges like insurance, etc. The man then said, So you want the basic package? My husband said yes thinking that he had declined everything and was getting the same contract we already signed up for in the original agreement. Wrong! The man added on two daily fees. Then he was given a van that wasnt filled with gas and that smelled very strongly of cigarette smoke. At this point he had missed a half of a day of our vacation and started his 40 minute drive back. I noticed in the new email that Hertz sent us that our cost for renting the van had gone up, but we both thought that after all of this, Hertz would of course honor our first rental agreement and we could work everything out when we dropped off the car. WRONG AGAIN!!! After spending a full day trying to work this out with Hertz, their attitude is Stinks to be you. We dont have to do anything for you because we have your signature on the second contract. They dont have to do anything for me??? How about We are so sorry that your van broke down on vacation! How about Thank you for taking time out of your vacation to drive our broken van back to us? How about Of course we will honor your original contract of over $1100. NOPE, none of that. We get to pay THEM $200 more for our lovely experience. They did give us the generous offer of a $50 credit toward our next rental with Hertz. Um, big surprise here, I AM NEVER RENTING FROM HERTZ AGAIN!