A few hours before my scheduled pickup, Hertz called to tell me they were fully booked and could not honor my reservation. What made it worse was the complete lack of customer service--no apology, no attempt to help, and no guidance on next steps. She was absolutely down right rude. I was simply left scrambling to find another rental at the last minute. A reservation should mean something. Very disappointing experience. Never again. read more

The shortest review I'll ever write!! RUN !!! ESCAPE!! DON'T BOOK AT THIS LOCATION!!! HERTZ is good but this location is terrible!! The manager knows nothing about decency or customer service!! My pick up time was 5 pm!! At 2 pm I get a call from my travel agency that the manager is canceling the reservation! Why? Because I'll drop it off in a different location!!! What's wrong with that??? Why didn't the system block it if it's not allowed??? The manager calls me and say nothing useful! Refused to take responsibility and ownership! Refused to adjust my pick up with the same rate or even advocate for me! If they even called first thing in the morning, things would've been different and would've defuse the situation a little bit! They screwed my day! No apologies! No resolution! No compensation!!! Never again! read more

DO NOT RESERVE A PICK-UP AT THIS LOCATION. The employee that works the Hertz desk apparently doesn't show up and you'll be left without a way to pick up your car. I asked the Marriott employees and they said the Hertz employee makes a habit of this. read more

Worst customer service experience ever. I reserved a midsize SUV, but was handed a Kia Soul instead. I was in a rush and accepted it. When I opened the car--oh my goodness--the interior reeked of smoke. Even the air freshener couldn't mask the smell. The attendant at the counter had disappeared. I called Hertz, and they told me the only SUV available was a full-size, which would cost me an extra $70. No midsize SUVs were left. Then the counter attendant returned and said I could drive to the airport and exchange the car. I asked him to confirm this, and he responded by saying there were no SUVs available anywhere. If I don't get the refund, I will absolutely report it to the Better Business Bureau(BBB). Horrible experience! read more

We arrived to pick up our vehicle and nobody was there. It took almost an hour for someone to show up. Once they did, the process went fairly quickly and the young man helping me was nice but the waiting was very inconvenient and seemed excessive. read more

Absolutely worst experience! Had a reservation today. Went to pick up the vehicle and was told by their representative they had overbooked, they could not guarantee a vehicle for me today. Agent said they have been overbooking for several weeks. Unbelievable! Thank God I found a rental at AVIS. Trust the reviews. J should've !! read more

A young man helped me with my reservation, was very helpful and provided the necessary information I needed

Things can happen, but the lack of communication when they clearly screwed up the reservations by overbooking, they take no responsibility or ownership of their own mistake. Slow service - processed 3 customers for over one hour. The rep there clearly has no experience. Only thing she was doing is tell some guys to check cars and keep looking the car keys multiple times, slowing down the whole process. And after an hour, I was told that the car was no longer available. They said they'd call me if I put my contact information. But they have not done so for multiple days. No status update. Reached out to Hertz HQ but they also don't have a way to get a hold of this office. Hertz HQ said that they sent multiple emails for follow-ups but nothing so far. Avoid this particular location at all costs and I will probably avoid Hertz in general going forward. read more

My son and I had a great experience with this location. Josh, the manager, was very responsive to our initial calls and follow up calls. Yes, the lines can be long, and I suppose Hertz could ramp up the number of employees to help things move along faster, but if you get there at the right time, there is no issue. Josh was very courteous and professional and kept his word on the type of car and also assisted us with making sure the insurance company covered all costs. I can say that insurance companies and body shops are difficult to deal with and the Hertz customer service is separate from this location, so balancing logistics is not easy. If you are in line and see Josh using his cell phone, that is a company cell phone, and he is trying his best to multitask to support inside and outside customers. Anyhow, our car return today was flawless. I will continue using this location. read more

Where to begin? No returned phone call over three days. Was supposed to pickup at auto body shop. With no confirmation contact, went there in person. After 45 minutes waiting for them to handle the one prior couple, massive confusion because they had pickup on the day authorized by insurance, not the day I was supposed to be picked up. Twenty minutes to get a manager to change some code in the system later gives me time to write this review while I continue to wait for a car. For what it's worth, the auto body shop offered to call for a rental. When I mentioned I already had one via this hertz, she said, "oh, they're not very good. We recommend the enterprise." read more

I am very upset about this afternoon with Hertz. Hertz was supposed to meet me at 1230p at the Auto Shop, and they (FINALLY) picked me up at 115pm. I received no explanation of why they were late, but I had to do plenty of explaining to my boss and coworkers when I missed 2 meetings today!!! OMG! It was HORRIBLE!!! When I called Hertz on Lee Jackson 2x asking where the driver was, they were vague and rude to me arguing about the minutes they said he would be there. Regardless of all that, they were 45 minutes late!!! I would have taken a lyft had i known a reservation at 1230p meant 115p!! I would have scheduled my meetings later had I known a reservation with this Hertz is not a reservation at all. Most importantly, I would not have used HERTZ if I had known their incompetence! I called at 12p and at 1215p letting the HERTZ know that I was on my way, and that I had arrived at the Auto Shop, respectively. Still, this happened to me. Maybe I should have looked up their YELP reviews before trusting them---this was the worst rental car experience of my 15 yrs of renting cars!!!! FYI---Ameriprise was the insurance carrier of the person who hit me, and if you are going to HERTZ b/c of Ameriprise, ask for another rental car place, as they are partners!!! YIKES. The employee who harrassed me a few times, was rude to me and told me that I was wrong to rush them (when they were 45 minutes late picking me up), and make innapropriate jokes while I was at HERTZ getting the rental--his name, I was told, is AUSTIN. All in all, if you deal with Ameriprise or HERTZ, do NOT go to this location. Located in: Courtyard by Marriott Fairfax Fair Oaks Address: 11220 Lee Jackson Memorial Hwy, Fairfax, VA 22030 Hours: Closes soon: 6PM Opens 9AM Sat Phone: (703) 278-8923 read more

I had a confirmed reservation for a rental car through Expedia so I arrived at this location at the appointed day and time. The Hertz staff member informed me that they have no cars. No reason, no explanation, no apology. I could not believe the terrible customer service!!! I will NEVER RENT A CAR FROM HERE again! Unreliable, uncaring, truly a waste of a person's valuable time and a disgrace to the Hertz chain. There are plenty of choices to rent a car. I'll be sure to avoid Hertz. read more

Spare yourself the stress and frustration and use literally any other rental place. I don't even think I'll use Hertz again, period, after this. They do not keep enough cars in stock to match the number of reservations. We got into an accident on a Friday and needed a rental. We reserved the car on Saturday and our insurance company said Hertz will have it available 7am Monday. They didn't have any cars until 5pm! We finally get one, then two days later we're pulled over by the police bc the car had EXPIRED TAGS. We go get the second car, and it smells like a disgusting combination of smoke and chemicals. Truly shameful business. read more

Very slow service. Their customer service is horrible. They do not tell you the information you need. They are not on time and not at all organized. One of the employees is very rude and has an attitude the entire time. They only have two people at this office. I am going to be taking my business elsewhere. read more

THE WORST place to rent a car. they clear don't know what customer service is or how to do their job. i'm not the type to write a review but this one deserves it. I had a car rented from here after my new car has gotten into an accident. they said I had to only put a $50 REFUNDABLE deposit from my end (because the insurance was going to pay for everything) & after giving the car back, I NEVER got my money back. I even had the insurance call them & they said I should have gotten it back. now they're saying some BS that it was a "holding fee". when that's not what I was told when I inserted my debit card. when I called them to figure it out, they sounded like they didn't want to help me & they suck at answering phones. long story short, till this day I don't have my deposit back. this isn't a good place to rent a car & will never come back. read more