Pretty bad pick-up experience here. What should've been quick took over an hour. I got a text that I could check-out online and skip the line - so, when we arrived we saw a sign that said if you're Hertz rewards to go downstairs (via elevator) to their window - which we did. I was then told that if you use the text it takes you out of their system and I had to go back upstairs. So, we had to take the elevator again and when we got up there, now there were 5 people in line. When I got up to the counter, I was told I should be able to go downstairs and they'd take care of me. I refused and so then they "upgraded" me complementary and I ended up with a HUGE SUV which is not what I wanted to drive around (gas and also parking issues) so I had to go back to the window and ask them to put me in the rental I actually booked. It took over an hour - as mentioned - and it was stressful and not at all the Hertz experience I'm used to. If this location doesn't offer the text check-out then they should notify Hertz to discontinue that for people picking up here. Drop-off was a bit easier and went smoother than expected - I showed up earlier expecting it to not be fast but it was like other airports and it is nice that it's so close to the ticketing area (directly across the street). read more

The most pathetic customer service you have seen in big 2026, it is impossible to talk to a human at this location through the phone go through any number. I booked a car rental for a day, got overcharged for 3 days incorrectly with timestamps of the return date fabricated or miscalculated inside my final receipt. To top it off there was this rude, pathetic, racist bald, old guy at the return booth who made matters worse giving us the worst possible experience in a night. I still have not received a refund or even managed tot alk to an employee. read more

We are Hertz President Circle members and travel quite a bit. I have never had a worse experience. Car was reserved. No president Circle pick up available because of being short staffed. Waited over an hour in line to be told it would be another hour for a car to be cleaned for us. Horrible. The other rental companies at airport did not have lines. read more

Hertz Rent A Car - The hour long line you wait in to be told it will be another hour for a car to be ready. - Car Rental Near Me - Buffalo, New York

I am writing to express my frustration with the continued lack of service at the Gold Member kiosk at my home airport location. Over the past month, I have rented from Hertz three separate times, and on each occasion, the Gold Member kiosk was closed. As a President's Circle member, I expect the convenience and expedited service that the program promises. Unfortunately, this location consistently fails to provide it. What makes the situation even more concerning is that other rental companies at the same airport have their loyalty kiosks fully staffed and actively assisting their members. It is disappointing to see Hertz--where I've chosen to place my loyalty--not offering the same level of service. I would like to understand why the Gold kiosk at this location is regularly closed and what steps Hertz will take to ensure that President's Circle members receive the benefits and convenience we are paying for and relying on read more

This is the second time I've attempted to use hertz. Back in the fall I rented a vehicle from the Buffalo airport Genesee Street location and it was a disaster! This was for a 3 week trip.The vehicle was filthy and smelled like a garbage truck. I needed to bring it to Delta Sonic first before I could use it. During the trip, several things went wrong with the vehicle in regards to the navigation system and other electronic issues, causing me to lose valuable time during my trip. Nothing was done to rectify the issues. Now this time, I just got off the phone after attempting to rent a vehicle from them for one day, from the orchard Park location. The guy who answered the phone was extremely rude and nasty towards me. I attempted to call corporate, but could only get ahold of a robot who doesn't accept complaints. I can guarantee that I will never attempt to use this terrible company in the future, and will be leaving this review on every review platform that I can find. Horrible company with horrible service. read more

We rented an SUV in Buffalo to drive into Canada and then back to New York and Pennsylvania. The car reeked. It smelled like a mix of cigarettes and industrial chemicals. I tried cracking open the window but the smell was just too pervasive. We tried calling the Hertz office repeatedly and could not talk with a person to assist us. The automated system gave us the option of speaking with a human but it cut us off each time. We proceeded with our trip but whatever made the car smell so bad wreaked havoc on my allergies. Even a month later, I'm still experiencing allergy symptoms. My husband has been communicating with Hertz via email but they truly do not care. They actually made a point of telling us they didn't charge us a cleaning fee, like that was a favor to us. Avoid Hertz and use another rental company. Hertz is horrible. read more

What is going on Hertz? This location after years of terrible reviews still doesn't have a Gold Members get your keys and go. I'm an hour into this wait and there are people waiting around me for three or more. Seriously, consider renting from anywhere else until hertz gets their act together. read more

Well, last year it took 4 hrs to get a car. Call me stupid, we tried them again this year bacause AAA recomended them. We're at the 1hr 1/2 mark as I am typing this.....along with about 20 other people. Update....if you cancel the reservation it's a $200 fee. Win-Win for Hertz, they will get your money, one way or the other. Soo no incentive for them to change their tactics. Ok, 3 1/2 hrs later we just finnally got our car. Next time - Enterprize! read more

Hertz Rent A Car - Car Rental Near Me - Buffalo, New York

I thought they were having a bad day, but based on other reviews, the long waits are the norm here. I waited for 1.5 hours for my car despite having a reservation and others have been waiting for 2+ hours. No other rental car agency in the airport has a line.L, so I'm not sure what the issue is with Hertz/ Dollar cars. Amongst those who have been waiting for hours are elderly people and young kids and they are tired. Even when they call people up to pick up their cars (which is like winning the lottery), the additional process is long and cumbersome. I will not rent from them again. read more

Hertz Rent A Car - Hertz rental car agency in BUF airport. - Car Rental Near Me - Buffalo, New York

MOST of the experience was good. The agent on duty was friendly, but only had 1 of the 2 cars we had booked ready for us, so we had to make a quick substitute vehicle. The cars were ok and staff friendly at drop off. BUT 1 month later we get a SECOND bill from Hertz. I called and asked about the $227 extra they charged a month later. The lady said it was b/c the filled the tank up at $10.99/gallon! She offered to refund the $99, but why did I have to call to check on that? When we picked up the car, I ASKED what they charge to fill the tanks, and the agent said "about what the gas stations here charge." So that's why I chose to have them fill it, not knowing they would charge $10.99/gallon! be warned read more

Literally the worst! Waited forever for a car we already paid for online. They overbook and then just make you wait for hours. No refund available! DO NOT RENT FROM HERE!!! read more

Unfortunately, there is no zero star I can give. Very Long wait. Gold members have to wait in line as well. It will take me over 30 minutes before I can talk to Hertz representative. Only 1 person is on duty. However, I do understand that it is not Hertz agent's fault. It is 100% management fault. Please get this simple issue fixed. read more

I am extremely disappointed with the service provided by [HERTZ]. My experience was far from satisfactory. After reserving a car well in advance, I arrived at the rental office at the agreed time, expecting to quickly pick up my vehicle and be on my way. However, to my dismay, I was left waiting for three hours without any car being made available. Despite repeated inquiries with the staff, I received no clear explanation or updates on when a car would be ready. The lack of communication and the extended wait time were both incredibly frustrating and unacceptable. This level of service is highly unprofessional and inconvenient. I urge others to consider alternative rental options to avoid such a frustrating experience. FUI not JUST HERRZ , dollar , budget people were waiting for hrs i wish i could give -10 read more

On October 13th, my mom and I visited Hurtz, and it was easily one of the worst travel experiences I've ever had. Despite having made our reservation days in advance, we arrived to find a long line stretching out the door, with people sitting on the floor due to the lack of seating. What was supposed to be a quick pickup turned into a frustrating FOUR-HOUR wait! I'm not entirely sure what caused the long wait, but nearly everyone else at the rental location with us (including Gold Members, which seems like a waste of money) had to wait for hours to get a car. After reading other reviews, it seems like waiting for hours is typical of the Hurtz - Buffalo Airport experience. Do yourself a favor and avoid Hurtz! read more

Picked up our rental car recently and there were three employees standing behind the counter but only one was assisting customers. The line was long, with at least a dozen of us waiting and waiting. I've been a gold member for years and have been to this location many times. The disorganization and incompetence is a definite. As big and busy as this airport can be, I don't get why they can't have a separate gold member area like in many others. They should take a lesson from Tampa International Airport. I've complained directly before, and it's never done any good and whoever reads the reviews they solicit don't care. If it was possible to rate 0 or -0 stars, I would. read more

Had car reserved... been here over an hour while people come in with no reservations and head downstairs?? Crazy as a "member" to deal with this hahaha read more

This place is a complete disaster. They do not communicate and you have to wait in line for hours to find out they oversold the cars. And they also don't offer any kind of compensation other than "sorry we don't have a vehicle for you". Complete waste of money and a complete headache. I strongly do not advise getting your vehicle from this rental car place if you do not want your time wasted. I would give zero stars if I could read more

No complaints about the staff, but management sucks. They are seriously understaffed and take forever to assign a car after checking in... the wait is really horrible, even for so called "Gold Members"... Hope the management reads this and staff more people... read more

Completely left me in a lurch- I reserved a SUV about a month ago and when I arrived at the airport on the 21st I was simply told they "were closed". I asked how that could be when their hours stated they were no longer open and he just says "we have no more cars". I told him I had made a reservation, I begged, and was simply turned away. To further the frustration they will never answer the phone. Like ever. So I was completely stranded and I still don't know if I'll get my money back. read more

Today Geissa was amazing she is smart, proactive and extremely diligent. Wow, lucky and blessed of having her. She was amazing and all the staff like Joanne here was friendly and fast. Loving and it and give them a chance because they will make your day. read more

I rarely rent from Hertz because of their misleading pricing and double billing. I was billed twice for the airport concessions fees. (Like in the past). And they will not refund the double payment. Dont ever rent from them unless u want to pay double fresh read more

Let's just say they have NO service for Gold members. The sign instructs you to go downstairs to the lower level for your car. Don't do this! We checked in on the app and it had us go back upstairs to the counter where the gentleman informed us that we had to wait in line....when we asked about the sign that told Gold members to proceed to the counter... They couldn't find our reservation. We showed them the confirmation and then they said they didn't have the car we reserved. Talk about the most incompetent Hertz Gold Service. Very poorly run location. The other rental car companies appeared to get their customers in and out faster and we're more organized. read more

Hertz Rent A Car - Hertz Counter at the airport. Notice the sign for Gold members. - Car Rental Near Me - Buffalo, New York

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The wait is forever. One hapless person working the counter. Probably 30 people waiting in line. I think I need a new rental car agency.

They over booked rentals and now have to wait 3-4 hours for a rental. No accommodation or solutions. Still they can't guarantee a rental period. Should go with Enterprise. read more

Hertz Rent A Car - Hertz Rental - Car Rental Near Me - Buffalo, New York

Really wish I read all these reviews before booking. We've never had an issue with other Hertz locations before. Usually for presidential circle/gold members we're used to picking up a car promptly from a reserved area and go. This location doesn't even had a screening displaying reservations. When we made it to the help desk we were told there are no cars available (which seems like a common problems) and that each customer in front of us will only get a car when a return occurs. They only had 2 people to clean, refuel, and perform safety checks on the returned cars. Considering there were 30ish people in front of us it was going to be at least 4+ hrs if any that day. We quickly gave up and ended up paying extra for a bus. BtW it's $200 fee for same day cancellations. Also all other Buffalo Hertz locations are out of cars and closed by noon. Will never book this location again. Basically guaranteed 3-4hr wait if a car at all. read more

This location doesn't care about your Hertz status. As a President's Circle status Gold Member, you would think they would give me a decent car. However, they give me the smallest underpowered car at their location. The guy at the gold counter was rude and could care less. read more

I don't know who manages this Hertz, but it's appalling! The check-in area was a sea of waiting people. We were late for our car. It wasn't ready even though we are priority/gold. They appear to be short staffed and in need of security guards. If we'd known, we could have ubered to a different Hertz. read more

I don't usually write reviews but this one is terrible. You can use some help to upgrade your freaking rental system or just let customers know you can't handle it. Complained about 1.5hr wait and was told it 1.5 is not bad, it could be 4hrs- shame on you Hertz. Every other rental company (even the budget ones) in the rental car center had long lines but they moved at least 3x faster. Trust me don't do Hertz here read more

Can I not give 0 stars?! I have been waiting in line for over 2 hours for a prepaid reservation and I'm a Gold Member (which apparently means nothing). No explanations, no "we apologize for the wait." Every other rental company has a minimal line. Plus I reserved an EV and got a Kia Soul. Don't rent from Hertz at the Buffalo Airport. read more

Hertz Rent A Car - Hertz rental line for those already with reservations. 2 hours and still waiting... - Car Rental Near Me - Buffalo, New York

Because zero isn't an option. Have been waiting 40 minutes and Gold members just called to front of line. 4 kiosks, 1 person working. Never again. read more

Been here since 1:45 am. still no one here. Had my flight information attached to reservation. Flight was delayed. They had the money and did wait for me... Wondering why I use this Company. read more

James at the Hertz/Dollar rental booth went above and beyond for us. We lost an item and he made every possible step to recover it. Our rental car was phenomenal and we were overall pleased with the service and car provided. read more

First time renting from Hertz and it won't be my last. The price was right so I took a chance. Upon checking in, the customer service agent was quick and efficient. Quickest check in I've ever seen. I was given the keys and off I went. I got an upgrade since my smaller request wasn't available and I was happy with a Sonata especially with how good on gas it is. When I returned, I had a very pleasant experience with Aiesha. She was very personable and a joy to deal with. I had to return my car on a different form of payment and she was able to do so with ease. Lines were short and service was quick and enjoyable so I'd definitely book with them again. read more

There's an anxiety associated with car rentals that I seldom feel in other situations. This anxiety generally stems from my best efforts at returning a vehicle just as I received it, and then hoping that the car rental company doesn't try to shaft me after the fact by saying that I did (or didn't do) something that I wasn't (or was) supposed to do. BUF Hertz is kind of a middle-of-the-road Hertz location. When things are done well, you kinda shrug your shoulders and walk away reasonably satisfied. When things are not done well, you get stories like what Jenn M. shared. Here's what BUF Hertz does well. Within seconds of the plane's wheels touching the tarmac, I can expect a text notification providing me with details of the rental that's waiting for me. Which sounds great in theory, but to the best of my knowledge, I don't get to just walk to wherever the rentals are parked, and drive away like at other Hertz locations. Instead, I've had to get in line with everyone else to get the keys (with no differentiation between regular Hertz members and Gold Plus/President's Circle members), which takes anywhere from five minutes to... a lot more than five minutes... Most recently, the plane landed and I got a text notification telling me that my Jeep Wrangler Hardtop was ready and waiting for me. Except I didn't want a Jeep Wrangler Hardtop. It's partially my fault, because I forgot about the free upgrade (this reads like such a smug, humble-braggy complaint). So this time, I was actually glad to get in line, because I wanted to tell the young lady at the counter that I didn't want a Jeep Wrangler Hardtop. "Why not?" she queried. "I want something with better gas mileage" I responded. She looked at me incredulously when I asked if I could get a Toyota Camry or something similar. I mean, I get it. I was basically asking to be downgraded from a very manly, and rugged vehicle to... whatever, a Camry is... Then she responded (and I'm paraphrasing), "It's not that much of a difference in gas mileage." To quote Kalen Allen: "Child, the lies you tell." Not that much of a difference... If you're an oil sheik, maybe. But the young lady spoke with such confidence about the rentals that I actually questioned my sanity: "Maybe Camrys and Wranglers are the same? Is this mpg business all #fakenews?" But I re-emphasized my desire for a Camry or something similar, and she conceded to my request. Upon returning the Camry (exactly as I got it!), everything seemed straight forward, until I noticed that the cleared transaction on my credit card was more than it should be. I pored through the rental receipt details and noticed that BUF Hertz said that I didn't re-fill the gas tank. Except I did, you putzes. I reached out to Hertz's customer service, and they asked for documentation showing that I did in fact re-fill the gas tank completely. Thankfully, I had the requested documentation and was able to provide it immediately. So now I'm waiting on a refund that's supposedly coming. I'll change this review accordingly when it does. (edit: I was credited back on the fuel charge; rating adjusted). [] Lessons learned [] 1. Keep your receipts. All of them. Keep them for several weeks after if necessary. Because the onus is clearly on you to prove that you're a good renter even if BUF Hertz is the one that screws up. 2. Also, just FYI: - 2018 Jeep Wrangler mpg average = 17/23 (city/highway) - 2018 Toyota Camry mpg average = 29/41 (city/highway) read more

NO STARS! ABSOLUTELY TERRIBLE SERVICE. wait for a reserved auto rental over an 90 minutes, 1 month ago and again 2 days ago. check in for a car and just wait. There are no updates just keep waiting until your name is called. This is a volatile situation. Many angry people have plans ruined. HERTZ BUFFALO, GET YOUR S..T TOGETHER AND AT LEAST GO ELECTRONIC! Would not let me post without a star. read more

There was no wait time for me so that was good. The person who rented to us was nice, but she did not inform us of things that should have been told. I was charged for Plate Pass when I never asked for Plate Pass. I crossed the bridge into Canada and they charged me 55.98 for a 2 day auto opt in for plate pass. I asked her how to pay the toll and she told me they will charge my card the fee. It should not be that high. I called Hertz and they told me to call plate pass. the problem I have is Hertz is the one who caused the issue. She did not tell me about it. Terrible service read more

It Hertz to raise the rating on a national chain, but fair is fair. I had an excellent car rental from Hertz. I had never actually rented a car in my name before - at least I don't think I have. I've always done it with girlfriends or friends as the primary driver. Or boyfriends. Hi boys. Finally I did it in my name and it went really well. I didn't even realize I could rent cars. The car was nice and reliable for the entire time - nothing bad happened. It was a great company and they didn't overcharge. In fact we got an amazing rate using the internet. All in all an excellent experience. The night drop box made things really easy in terms of returning the car. I'm gonna keep renting cars from Hertz until it Hertz. read more

Hertz Rent A Car - Hertz like hell - Car Rental Near Me - Buffalo, New York

James the manager went well above and beyond to help me out. I've always had a great experience with staff and a smooth rental process.

I waited 2 hours for a vehicle. It was total chaos! I was in line behind people that had waited for hours.

Since I have the time- with only 1 person working at the counter of BOTH Hertz and Dollar rental while 13 of us wait wondering why. Why Hertz would you only schedule 1 person knowing how many rentals they have reserved for today. Yep 1 person for two rental counters. Once again Hertz shows they don't have there act together. Oh great now the lone employee is apologizing for a slow system. Good customer service must have died with covid as well. read more

Hertz Rent A Car - 13 people wait for help by 1 counter person for 2 rental companies. - Car Rental Near Me - Buffalo, New York