Would never rent from them again. Didn't confirm my vehicle type. Reserved a van 7 seater and received a 5 seat suv. Wouldn't do anything to compensate my belongings I had to throw away because things wouldn't fit. Super unhelpful at both locations. read more

I've used Hertz and they are pretty good, depending on location can determine the cars available. This location located in the Westin Hotel is probably the worst location any wants a car. I was sent here to pick up a car and the customer service at this location is terrible. The person who I worked with just started three weeks ago and right off the bat took my reservation ticket and expected me to tell him what I ordered even though that info was on the reservation. Took him awhile and he pulled up the car and I went on my merry way. read more

Worst. Customer service. EVER!!! Reservation was made here by body shop while repairs were being made to my car. I was initially told that I had no reservation at all. Things only got worse from there: 1. I was told they had no more cars because my reservation was made "a long time ago". Reservation was made on Thursday, I came in for the car on the following Tuesday...THE ACTUAL DATE OF MY RESERVATION! 2. I was told I would have to take a taxi to another location. The amount of the taxi would be credited to the price of the rental. Again, I wasn't paying for the rental so this was no help. 3. I was eventually offered a pick up truck, yet a sedan was reserved. I have kids so I'm assuming they were supposed to sit on the flat bed??? 4. I asked for the managers' info and was told that the young lady had no manager. Lol! I was finally given his phone number after being very persistent. I understand that things happen. In the world of customer service, it's not WHAT happens, but how the customer is treated. I was met with nonchalance about my situation (I explained multiple times that I basically had no way to get home), mis-information and the staff was very unhelpful. read more

Disaster. New employer rented a car for me for about 3 months, plenty of notice, she could not get it through the system. She knew I was coming, was unable to rent me a car. She asked me to come back in an hour. What? Meanwhile she's loaning cars out to other people. WTF. Poor Caprice. I was here 1.5 hours, she was turning people away looking for cars, then a guy came up who had reserved 10 minutes ago. So reserve online/telephone if she says they are sold out. read more

Crooks. Try to add unwarranted charges. Make sure you have paperwork that show you pre-arranged a mid city drop off, even then you have to strand you ground and demand to see a supervisor. Same thing if you pre-arranged additional drivers. Same thing if you bought gas. Avis/Budget, Enterprise and Alamo are so much better. Who in this day and age still demand to see paperwork that a couple is married if they don't share the same last name? Hertz, that's who read more

Booked at the last minute. Was given a nice new 2020 Jeep. Marcus was very friendly. The hours at the Westin location are limited, but I knew what when I rented it. No complaints, smooth rental, smooth return. Pulled into the parking garage and told them it was a Hertz return. Someone jumped into the car and drove down into the garage. I just had to walk in and tell them I was returning the car and give the mileage. read more

If I could rate 0 stars, I would. I booked a rental car for my boss as he was in Chicago for business, but needed a car to get to a memorial service for a family member. I confirmed the reservation 2 days before, and he called one hour before pick-up. When he got there, there were 6 or 7 other people waiting in front of him and nobody at the desk. Finally after 20 minutes, somebody came and told them there were no cars. NO CARS AT A CAR RENTAL PLACE??!?!?! Why would you book the reservation and not have cars? It's like booking a table at a restaurant and the waiter tells you there's no food. More importantly, why not bring this to his attention when he called an hour before he went to pick it up???? As a result, he had to find another car rental place and by the time he got to the memorial service, it was over. Talk about heartbreaking. You're breaking our heart, Hertz. Now, it's Monday morning and instead of sipping my coffee and peacefully easing into my work week, I get to listen to my boss carry on about this, and I have to reach someone in their incompetent customer service department who can make this right. Do yourself a favor, take a taxi, a bus, hell, WALK before you go to this place. read more

Absolutely horrible! If we weren't in a time crunch for our rental we would have taken our business elsewhere. We chose a pick up time after 11am. They had none of the standard vehicles which we reserved left so we had to get the next level up. In past experience at other rental companies they will give you the same rate since it's not the customer's fault they rented out cars that were already reserved. What makes it even worse is they said they could only hold the reservation for two hours. I guess it's our fault that we did come to pick up within the time frame but I guess our clock ran out while we were waiting on the rep to search his computer for a vehicle to rent us and then when that didn't work he needed to search their garage for at least a half hour for one available. Worst customer service and business practices I've experienced in a long time. Based on this I'd give zero stars if I could. On the upside we got a vehicle worth what we ended up having to pay. So the nice car is what the one star is for lol. read more

Like everyone else states, this place is a joke. It's not even a car rental place, apparently it's just a hub to send you elsewhere after they've taken your reservation for a car, then don't actually have one for you. Don't waste your time....they don't know what a 'reservation' means, and you'll walk out without a car. read more

If I could give NO STARS I would. Absolutely the worst experience I have ever had at a rental car counter. I arrived here at 9:50am. I did. It get my car until 10:40am. 50 MINUTES TO GET A RENTAL CAR THAT WAS RESERVED AHEAD OF TIME??? This is a one man operation in a very busy, heavily populated area. I would expect this kind of service at a el cheapo rental car company but this is Hertz. This location is a carbuncle on the Hertz brand. NEVER AGAIN. Hello Avis from now on. read more

Staff is really unfriendly, refused to give us the student discount that we have in all the other hertz! Very bad service at the counter.

Horrible! I received a phone call 30 minutes prior to my reservation informing me that there were no cars available, but they should have some within the hour. I waited and was told that I would have to come to this location and take a cab to the train station where there was a car available. While I was completing the paper work, another customer came up and said that they spoke to the agent just a few minutes ago and that he had a car for them. When I questioned him about this, he assured me that there wasn't a car available. I believe that my reservation was not as profitable as the walk in reservation and I was sent on a $10 cab ride. A Westin employee who saw my frustration told me that this was common every weekend.....No cars! They did wave the fuel requirement, but it made me over an hour late for a family reunion. Never again will I rent from this location! read more

Worst rental experience ever. Booked a mini-van for a girl's trip the weekend before July 4th. The van had been booked for over 1 month. When we arrived at the facility, we were told that a mini-van was not available. We were given an SUV instead. The entire reason that we rented a van was so the 7 of us could ride together. The employee was less than helpful and even annoyed that we asked her to see if should could find a van at another location to accommodate us. (To no avail, of course). The car was not cleaned or inspected prior to us leaving. Rent here at your own risk. Nothing has changed since the reviews in 2013. Hertz should be ashamed to have this location part of their brand. read more

Wow, I wish I had been on Yelp and read all of these reviews earlier. I had the same exact experience!! I prepaid for my car that I was going to take on a road trip with me, when I get there to pick it up I wait in line only to be told that there are no cars? Um yeah if you rent a car and have a credit card on file I am pretty sure that means that a car is reserved for you. I also got here 30 min early and waited in like for 40 minutes, and they said that it was too late and I reserved my car for 2 hours prior to my arrival, so it is no longer reserved? Bottom line stay as far away from this Hertz location, and since this experience I will never EVER use Hertz again. read more

I am a gold member and already had my reservation before I looked at yelp. The reviews I saw concerned me. However, the gal who checked me in and the one who checked me out couldn't have been nicer, faster, or better. The car was brought to me swiftly. A+ read more

Avoid this location at all costs!!! I am a Presidents Circle member having rented from Hertz many times over the past few years. First of all, there were no cars despite the fact that I had an advance reservation. I had to wait an hour for a car to arrive from another location. Worst of all though, I had the car for 12 hours and was billed for 9 days!!! When I called Hertz they refused to believe me despite my ability to provide proof. What a crock! Needless to say I am taking my business to Avis from now on. Avoid the scammers at this location! read more

Beware!!!! Do NOT rent from Hertz! They say they require a $200 hold on your credit card along with the charge of the rental. After looking at their agreement it states there "maybe" a $200 hold but not required. When you call one dept to talk about this you get transferred to another dept and then another and so on and so on. GET A RENTAL SOMEWHERE ELSE, you'll thank me. read more

As a regular Hertz customer, this location in the Westin Hotel on Michigan Ave., was very convenient for me and my wife. I reserved online and knew what the rates would be and the pick-up counter agent was very helpful and got me a car with an I-Pass for the tollway. We were on our way to the burbs for a wedding in minutes. The drop off at ORD was easy and fast. Driving on the Kennedy to Michigan Av from O'hare takes too much time and hassle during the rush hours. And downtown parking is $60. The Blue Line and a short taxi ride is easiest. read more

Car was ready when we got there. No hassles. Wish we had asked for the employee's name. She was fantastic and helpful. Gave us great directions and tips for driving out of the city in busy traffic. read more

The plan for the 2nd leg of my Chicago adventure was that when my husband joined me, we were going to rent a car from Hertz at their very conveniently located office in the Westin Hotel at 909 N. Michigan Avenue. We got a pretty good deal by paying ahead, in full, so we thought, ok, so we prepaid - note to self, NEVER EVER PREPAY A RENTAL CAR AGAIN!!! Our reservation was for 12:30pm. We got there a full hour early thinking that would be fine, but the attendant told us that they had NO cars, they did not know when cars would be arriving, and, there were 6 people ahead of us who had earlier reservation times - no cars for them either. Uh, nooooo, you can imagine the sinking feeling in our stomachs. If we had not prepaid, we would have immediately checked other local car renters to find another car, then cancelled our reservation with Hertz immediately, right then and there. BUT, since we had prepaid, we could not cancel and get our refund from Hertz, until the reservation time. The attendant made it very clear that she had no idea when the cars were going to arrive, and that the people ahead of us who had reservation times that had come and gone were also waiting for cars. Dang that we had prepaid! Double dang on Hertz!! Why would they take reservations if they didn't have cars!?! So, we killed some time in Water Tower Place, arrived back at the Hertz office at 12:30 and were told that NO cars had arrived for anyone, not for us, not for the people who had reservations before ours - no one was going to get a car. We were livid as this was a special trip, we hadn't been back to Chicago in 20 years - we planned to drive the car to the Field Museum for a special exhibit then off to the burbs to see friends. We got on our phone, found that nearby Budget had plenty of cars, so we reserved one. The REALLY UNACCEPTABLE THING, RIDICULOUS THING, was that the Hertz attendant at this office, the woman who we were dealing with face to face - insisted that she could not credit us for our prepaid reservation - what??? REALLY??!!! She wasn't authorized! She said that we would have to call corporate when we got home and deal with them ourselves to get a refund. OH HECK NO!!! So, WE in turn insisted, that that was unacceptable and that she better get corporate on her phone right then and there. She did, and that took her nearly 10 min - if it took her 10 min to get corporate on the phone, and she was calling from a Hertz line, being a company employee - you can only imagine how long it would have taken us, just lowly customers after all, to get through - since in corporate America today the prevailing attitude is customers, schmustomers, who cares, right??!! So, she finally got through, talked to corporate, was transferred a few times - remember, this is a Hertz employee being transferred around - she ultimately had us talk to them, on her phone - finally, after 15 min, we were credited the full prepaid cost, for the car that never materialized. What a royal pain in the you know where. So much time wasted. Our Field Museum excursion had to be cancelled. Cancelled due to corporate incompetence. Why couldn't the girl at the local office credit us for a car that she couldn't give us!!?? Ridiculous!! Why did Hertz rent cars to at least 7 customers that the didn't have?? Ridiculous!! And why did we think that prepaying was a good idea?? Because we foolishly believed that the whole customer service thing, that corporations actually provide it, was true - ah, silly us! We finally were out of the Hertz office by 1:30pm. Moral of the story is NEVER prepay for a rental car. And for us, that goes even further, NEVER rent from Hertz - why do they let you rent a car when they don't have cars available to rent????? You also need to read the review I just wrote of my experience with Hertz at O'Hare airport on Bessie Colman Dr. The car I was given was dinged all over, had a broken glove box, and had nearly 50,000 miles on it - the worst thing being that all 4 tires were so below pressure that the tire pressure light illuminated on the highway while I was driving, causing visions of a blowout to run through my head - what a great way to begin - and end, with this experience here at 909 N. Michigan Ave - a vacation. Wow, thanks Hertz for a great time in Chicago. And thanks to Budget, truly, for coming through for us when Hertz did not - for having lots of cars available when we needed one - we rented a beautiful, nearly new mid-size car from Budget in perfect shape from their location at 214 N. Clark St. I'll write that review next! read more

I have never in my life been so speechless. I called to ask for the specific location. The lady on the phone had an attitude. When we finally found the hertz we were greeted again by red head chicken little looking woman who was on the phone earlier. She was kinda rude and clearly irritated. I advise her to fill in her visible bald spots before she thinks about giving someone an attitude. It took them 30 mins for them to bring me rental up. I was sitting in THE SNOW for what seemed like forever. When I went back inside to tell chicken little that my car still haven't come she came out with her coat and purse with an attitude asking the valet if they could give her the keys so she can pull the car from around the corner to inside herself. The car tire almost popped off when I was on the highway driving in snow I had to pull over immediately. I am extremely disappointed that they would give me a car that couldn't stand five minutes away from where I rented it. The car had just came off the road and had not been checked for any problems. The lady also claims that it would have an almost full gas tank it was not even a half I had to go to the gas station after I pulled out of Hertz. This car situation delayed me from my trip for 4 hours!!!! read more

We would also choose zero stars if that was an option. My friend who is a Hertz member set up a reservation ahead of time. When we showed up at 9:50am we were told without even an apology that we would have to come back at 11:30 AM. Over an hour and a half later! They had no cars available for us. When we were asked if she would receive a discount we were told no again with no apology. The employees were both rude that we worked with. I do not recommend renting from this location. Terrible service. read more

What a disaster! After reading all of the horrible revues in yelp I decided to call to make sure my reserved car was actually available. I was connected to an offshore call center. The operator that I got had a terrible accent and it took some time to get her to understand that I was just checking on the availability of my car. She proceeded to inform me that my car was not available and I would not be able to get one for another 6-7 hrs. I inquired if there was a car available at another location. She 1st asked if I could go to O'Hare after explaining the distances involved and that that would cause me to miss my appointment she finally put me on hold, for an eternity, when she came back on she advised that there was a car available at the Westin on N Michigan Ave. I told her to reserve it and I would pick it up in 1/2 hr. The entire time she was on the phone with me she was argumentative and acted as if I was interrupting her from more important matters. When I got to the Westin the Hertz rep informed me that there were no cars available. She was busy with other customers and did not have time to check where I could get a car. Luckily while I was waiting someone turned in a car and I was able to rent it. When I went back to the Hotel later that afternoon I was told the Hertz agent had left a 2 and that I would not be able to turn the car in until the next morning. I had to bring it back to my Hotel and pay $40 to park it overnight. The next morning I went back to turn in the car and learned that the Hertz agent had not come in yet, it was 9:30 they were supposed to open at 9AM. There must have been 10 people waiting to turn in cars or rent cars. I got the Hotel assistant manager how authorized the Valet to take in the returns. Thank you Westin and screw you Hertz. read more

I had the exact same experience as Mary M. on 7/2/14--my rental was for 6/29/14 and I had pre-paid using Hertz.com. There were NO cars available for anyone at appointed times--and during the course of the two hours i waited, a couple trickled in but not enough for the numbers who rented. This is a SHAM operation--employees at the Westin Hotel where this Hertz desk sits told me this happens EVERY DAY! I cannot believe how bad it was--the lobby looks like a settlement camp with multi-generational folks from babies to elderly (my mom was with me and she is 89). To add insult to injury, instead of bussing everyone out to O'Hare where there were cars available, they just told people more would come in, they just didn't know when. Finally, I was able to get them to agree to let us get the car from O'Hare--and once there, the manager at O'Hare, Rose Smith, would not honor my pre-paid reservation and made me re-book another car and pay for it. So, even when faced with the opportunity to right a wrong, Hertz turned the other way and added insult to injury. If enough of us ban together and tell our friends, maybe change will come. Please do not rent from Hertz if you can help it--and especially not from this location. You will be super sorry--these experiences you are reading about are not anomalies--they are the norm. read more