While I am aware of situational difficulties, I am also aware we waited for over an hour with a reservation. This was compounded by a laissez-faire atmosphere and a lack of communication. Sometimes you gotta call a spade a spade. read more

One employee spent 2 hrs with a single customer while the lobby filled up with other customers waiting on their reservation. No explanation, no assistance from the other employees who were reportedly "washing cars" in the back. I had another rental later in the month at this location which I've cancelled. Can't waste time like this for what should be a simple process. It seems the poor reviews are well deserved. read more

I have never been treated as badly as the manager at this Hertz location treated me. Horrible customer service with absolutely no professionalism. I do not recommend anyone to use Hertz car rental for how they treated me and will never rent another vehicle from them. read more

There were 6 other customers waiting in the lobby when I arrived and no employees. Two more customers arrived after me. Eventually(after nearly 30 min), one of the customers knocked on the door to the back and 3 employees came out. Even though I had a reservation, they then told me they had no cars. My ride had long since left. To top it off, when my credit card bill came, they had charged me for the car. read more

This has got to be the worst rental location or company right now. I booked a reservation for 20 minutes ahead. Took an uber. Showed up. Sat for a few moments and then a representative asked if they could help me. Didn't get up out of her chair. Never offered any compensation. Told me "website accepts any reservation but that doesn't mean we have cars." Completely unsympathetic. I then had to take another uber to enterprise where i was in and out within 7 minutes. I came home to write to hertz online and they just said yeah we usually have supply. Sorry. Here's the cake: "Would you like me to hep you cancel your reservation?" Don't use them. Every other time it's like 25 minutes. They advertise hours online that are not what are available. Do not rent from hertz. read more

Would give zero. Called to ask if only certain types of cars can be driven into Canada - was told they don't know the Hertz policy for that. I would have to call the 1800 number. Which I had already done and was on hold for 40 minutes. How can this location rent you a car and not know if there is a policy that prohibits you from driving into Canada. Then he was short with me and said he was the manager. That explains the 1.5 star rating read more

I reserved a car at the Hoover, Alabama location and upon arriving was told that they had no cars to give me. It was pretty much "OH WELL". There should've been an attempt to have a vehicle available knowing they had a reservation for that morning; or at least a courtesy call letting me know they wouldn't have a car available so that I could make other arrangements. It's unfortunate that customer service is dead. read more

I had the EXACT same experience that Greg W did - all the way down to the mask conversation (there's no policy posted to that effect). I won't rehash the identical details, but it was unrepentant, rampant racism from the hateful, worthless employees there (the female said her name was Raven). Raven said she wouldn't be renting me a car, despite a paid for reservation made over a month previously, and claimed they had none available (I could see a dozen). My travel companion who was stuck there with me, also not black, called and made a reservation and was told there were cars available... only to walk in and have the same situation that Greg and I had. This place is just AN ABYSMAL EXPERIENCE for the non-black customers, while the black customers were politely ushered to the cars that were plainly sitting in the lot while Raven and her lazy coworkers claimed they had no vehicles available to rent (which was disputed by Hertz's useless customer service, but they refused to intervene). Raven snickered and gave me the wrong number for their customer service line, but she knew there wouldn't be consequences for his behavior regardless. There is zero wonder this company is going bankrupt. Good fucking riddance. I ended up going to the Enterprise down the road and paying twice as much but was able to drive away after having gone very far out of my way to begin with. You'd be better off riding an angry bull to your destination than dealing with this lot of rotten, horrible people. Never, never again. read more

I wish I could go lower than one star!!! I have only been successful once out of the past 6 times i made reservations well in advance and tried renting a car here. Its always the same story that there is "no inventory". They dont call you in advance and let you know this, it's always after you've sat there for 30 min while they mindlessly peck at a computer that they finally tell you. There is never any solution except "I called our Pelham location and they have no inventory either". The one time that I was able to get a car here the representative did his best to scare me into buying their damage protection after I clearly stated that I did not need it, to a point that I felt uncomfortable and almost walked out. At most other locations you say you don't need the coverage and they msay "ok" and move on. Do yourself a favor and rent from another company or another Hertz location (not Pelham, they are just as bad) The Airport Hertz has always been awesome, i suggest going there instead. read more

Drop a thumbs up if you've ever rented a car using Priceline and selected SUPPLIER'S CHOICE and went on a family vacation in a BOX TRUCK. 2 yrs. renting from Hertz at least 2x a month - some of the cars have been compact but other times it was an SUV so I was not concerned but according to the manager this is something "NEW" the company wants them to do. Then after 30 min, he pushes a post it note across the table that says $150 extra to rent a car but for me he would do it for $75 then it suddenly went to $50. What kind of sham and shenanigans is this? Why make a reservation. and plan a trip under the expectation of a boxed truck. Then, the "DM" -rude before this - rudely told me when I came in to "sat down over there" This place is horrible and with 2.3 in reviews, it isn't just me. Who rents a vehicle and yes I used Priceline and yes, I always do and yes, I always select SUPPLIER'S CHOICE and NO, have I ever received a BOX TRUCK. SHAMMERS, SCAMMERS and just plain RUDE!!!!! read more

Made reservation and received confirmation. When I arrived the attendant told me we are out of cars. What a way to run a company. read more

I made a reservation and they didn't have a car for me. Said they can't check inventory of other hertz locations and made it my problem to call around and ask everyone. No one had a car. People were polite but being polite doesn't drive me places. Called another place and they had a car for me in 30 minutes. Won't bother with hertz again. read more

I actually really love these folks! They are super helpful-- can't remember the kind hearted associate who helped me but she made my transition SO smooth into the rental I had for a week. She talked me through everything. The car was pristine, ran super well and did what I needed it to do. It was super easy to return and I will most definitely be back to get her name again. It started with an S I believe. read more

Avoid at all cost!! I'm use to Enterprise who has wonderful customer service and they actually get up from behind their desk and do a walk around with you during pick up and drop off. This place has the laziest and rudest employees ever! I just got charged a $250 car washing fee! The car was returned just like I got it. Once I finally got a human to answer the phone his response was "do you have pictures?". Why would I take pics!? Never again!! Never! read more

Hands down the worst experience ever renting a car. Waited inside for an hour after having a reservation made days in advance to be told no car was available, to come back the next day. They refused to cancel the reservation and told us we'd be charged a no show fee if we didn't come back in the morning. Delayed our entire trip. Next day, another long wait, over an hour, while they waited on "the system" to release a car. No apologies from staff and calling customer service equally not helpful. Never again Hertz read more

New management and staff location, has a whole new feel. In the past I have left that place disappointed or angry. Now I have nothing but praise. Manager Ms Blakely is there to make a difference for the long-haul. Thank you so much read more

0 stars. They will push you away cause they don't want to do their job. Lady will tell you good bye on the phone and interrupt you while you are talking. Terrible experience. They have no cars. read more

I just came here to write a positive review and am a bit shocked to see the negative ones. I rented a car at this location twice last month (June 2023). I personally had a great experience both times. I also happened to speak with the same person both times which may have helped. But Gregory was extremely helpful as I tried to rent each time, and I didn't have to wait beyond my initial reservation time. I actually was able to get it 30 minutes EARLY the second time, which was a game changer because I had to get to Atlanta by a certain time. Anyhow, he was also just very helpful, simple, quick, and polite. Before getting in the vehicle he mentioned that it's appreciated if you return the car in the way it was received---vacuumed. I don't know, people get really uptight about having to do basic stuff and maybe that's why there seems to be a common theme in their reviews. If I am ever in Birmingham again, I plan on renting here and would recommend it to anyone. Reasonably priced too since he also gave me a slight discount (the second time), probably for coming in polite and without high, unreasonable expectations. I returned the car the way I received it the first time around without throwing a fit. I left this review on Google, but also felt like I should add it here too. read more

Do not rent a car from this location. You will show up and there will be no cars. After a long uber ride, i arrived and they had "no cars available." read more

Criminal business practices. NeVER AGAIN . Ridiculous amount of undisclosed charges on return after prepaying on line.

The process was quick and painless, the complete and total opposite of trying to pick up a car from Hertz at Wesley Chapel Kia.

As an update to my earlier review. I was supposed to pick up my rental car on Oct 12, only to be told there was no car available. On October 17 I saw where Hertz had charged my credit card $46.88! I'm guessing this was a "no-show" fee, as I can't think of any other reason for it. So, to be clear, I showed up with a confirmed reservation, was told they had no car for me and then five days later they charge my credit card a fee without even bothering to notify that they were going to do this. When I called their customer service line they did say that they're going to refund it but I shouldn't have been charged, I shouldn't have had to call and I should have had a car. Just sloppy work all the way around. read more

This was by far the worst rental car experience I've ever had and I've rented cars hundreds of times over the last 15 years due to work travel. I booked a rental for the weekend via Priceline to be picked up at this Hoover location at 3:00 today. I arrived at 3:30 and they said they didn't have any cars and I should return 'some time after 5:00' and they would have my car. I should also mention that the black woman who was helping me was not very pleasant and not apologetic AT ALL for not having my car. The next person in line who happened to be a black lady as well was treated as if they were long lost friends by the same rude woman who had just helped me and was treated the way all customers should be treated. This seemed to be a theme at this location as all the employees were black and they all appeared to treat the non-white customers with much more respect and helpfulness but I digress... Anyways, I patiently waited until 5:00 and made my way back inside and got in line behind 3 other people. I waited another 15 minutes as each of the 3 people in front of me (who by the way had NOT been waiting for over an hour for their cars, were provided keys to their cars and sent on their way. When it was finally my turn, a man rudely asked me if I had a mask. I politely told him I did not since there are no longer any required mask mandates in the state of Alabama to which he replied, 'gotta have a mask' and proceeded to ignore me and act like he wasn't going to help me just because I didn't have a stupid mask. I sat down at his desk anyways (with a piece of plexiglass separating us) and he proceeded to tell me they still did not have a car for me and he claimed to have checked with all the other Hertz locations in the area and they were all magically out of cars as well and I should check back them tomorrow and MAYBE they would have a car for me then. Again, no apologies or empathy whatsoever for the fact that I was basically stranded with no vehicle despite reserving it well ahead of time. Infuriated, I left and proceeded to call Hertz 'customer service'. What a joke! I spoke with a young lady from the Philipeans who had no idea what I was saying nor did she have any idea how to help me. Then she had the nerve to get all sassy with me when I repeatedly informed her that she obviously had no idea what my problem was despite me describing it to her over and over again. I asked to speak to her supervisor so she put me on hold for 7 minutes only to return with the bad news that there were no supervisors available and that I was basically out of luck. I angrily hung the phone up and tried to call again and this time I spoke with a young man who sounded like he was probably from China. He was able to understand my predicament after me explaining it to him approx 5 times and what do you know, the Hertz location in nearby Pelham had plenty of cars available but closed at 6:00!! I was a mere 13 minutes away and it was 5:47 and I should just barely be able to make it so he switched my reservation and let me know that due to the different location, my rental would be approx $50 more than the one I booked. I told him that since Hertz is the one who completely screwed my reservation up, THEY should have to eat the difference but he acted like I was asking him to recite War and Peace from memory so I reluctantly agreed to the additional charges. So off I went trying to get to the Pelham location before they closed and I literally pulled into the parking lot at 5:59. I jumped out of the Uber I hailed and ran to the door and wouldn't you know it...they closed an hour ago at 5:00.. So no rental car for me today folks and Hertz can kiss my a$$!!!! I've NEVER been as angry as this in all my years of travelling and that includes dealing with every airline, hotel and rental car company in the country. Do NOT use Hertz no matter how good the deal may look and especially don't book one at this location unless you like being treated like you're a huge burden to the racist employees who reluctantly work there. read more

Charged us a bogus, hidden fee of $300 for "Interior cleaning" WHEN IT WAS ONLY CRUMBS!! No mud, no bodily fluids, it was literally just crumbs! AND we didn't agree to this, this was never mentioned on paper or verbal, AND it was ONLY crumbs! Nothing a vacuum and some windex couldn't clean! I am LIVID! I have been getting the "run around" leaving messages for the Manger, and no one will help or respond. I am demanding an email for this false charge!! WORST EXPERIENCE I'VE EVER HAD AT A CAR RENTAL! read more

Reserved online. Arrived and had no car for me. Was told one was on way. 40 minutes later still being told "about 10 more minutes". Multiple cars in the class I reserved in parking lot. Trying to decide if this is their way of trying to push me to upsell into a larger vehicle for more money. What should have taken me 10 minutes is now we'll over an hour. read more

My vehicle was reserved on Thursday by insurance agent. Friday, I called to confirm my pick up time on Monday morning. I waited an hour for a 7:30 AM pick up. Interestingly enough, I was told the office doesn't open until 8:00 AM. Long story short, a vehicle wasn't ready, agent had to get vehicle washed & sanitized. Sadly, it took three hours for the delivery of a reserved vehicle, half a tank of gas. Needless to say, no one offered me an apology for their being late. read more

DO NOT GO TO THIS LOCATION!!! If I could rate a minus 5 it would still be too much. Reserved car online 4 days in advance to drive on vacation. Read reviews AFTER(my mistake) I reserved so I went by early morning to make sure I had a car reserved and was assured I did. I called to tell them I would be an hour later than I thought and was again assured that was fine. Went to pick up car and didn't have one for me! They said they never told me a car would be held for me. Trying to question them further they hung up on me and would not answer when I called back. Don't know if they are stupid, liars, incompetent or just trained by Hertz that way! read more

I biked a vehicle several days in advance to be picked up for a work trip. Greg called me the morning of the trip and said they did not have any vehicles available and would not have one ready for several hours. I went to Enterprise down the street who was glad to accommodate me. This was booked through a corporate account, and I reached out to my company's contact who contacted Hertz' corporate account representative. She apologized and said someone from the Hoover office would be reaching out to me to "right their wrong." It has been several months and I have yet to hear back from the Hoover office. read more

Seeing as how HERTZ charges more than most of the other car rental businesses in the area, I figured I would be receiving the best service available. I could not have been more wrong. When I called to confirm my reservation and inquire about checking-in, the HERTZ representative had no idea what I meant by "check-in", which I thought was odd, considering I got a confirmation email from HERTZ requesting that I "check-in". I was also told over the phone, by the same employee, that I was all set and the car was ready to roll. When I showed up 30min later, that same rep informed me that he needed to go wash and clean the car, "which should take about 10min" he said. I then spent the next 30min waiting in the disgusting lobby, which looks like it hasn't been cleaned in quite some time, while I listened to the manager who was trying to talk me into buying insurance. I had already received the same pitch from the original employee, who I told multiple times during said pitch, that I was NOT INTERESTED in purchasing any additional insurance. Finally, the car rolls up and the rep presents me with the damage waiver form, with the scratches and dents checked off. My only issue with this is that he didn't actually go over it in front of me. He just wanted me to sign and drive off. He had been giving me attitude since I first showed up, but he seemed especially unnerved that I actually wanted to check out the car myself before signing away. In summary, worst customer service I've experienced at the hands of a car rental office. read more

I had a car reservation and they said they didn't have a car for me... I stood around a while longer and they "found one" but it's tank was only half full. Woof. read more

They will not answer the phone or if they do they say they'll call you back and never do or tell ya they have no car's very poor

If I could give zero stars, I would. First time I called, I got no answer. Second time I called, I hung up after being put on hold for 12 minutes. Third time, I talked to the rudest girl I've EVER encountered in customer service in any business. I finally told her I would place my reservation on the web and that I would be picking up the car at 5:30 three days later. She informed me that I better be there on time because they close at 6:00. I showed up 15 minutes before the appointed time, at which time she told me for the first time that I need a major credit card to get a large SUV. She didn't seem to care that I had already paid and that she hadn't told me that three days before. I told her I was willing to take a smaller vehicle and she told me she didn't have any. When I told her I needed to get a refund, she told me I had to call the 1-800 number. I should mention that a couple in front of us was also unable to get a car that they had also paid for. I heard her tell them that she couldn't look up their booking. I spoke to them as I was leaving and they were very upset also. Hertz, train your employees and DO BETTER! read more

I reserved a rental car three weeks in advance for a family vacation through AAA Travel Services. The reservation was with the Hertz location in Hoover, AL. When I went to pick up my car they did not have a car reserved for me and tried to upsell me on a more expensive car. I asked them to call the Birmingham Shuttlesworth airport location to send a car over that met my reservation requirements. The guy behind the desk told me there were no cars available. He lied. I left and called another Hertz location. The agent said they had no cars available, but were expecting some to be delivered from the Birmingham Shuttersworth airport location later that afternoon. Their customer service gets minus five stars. The agent made no attempt to get me the car I reserved. He tried to put me in a bigger more expensive car over and over again until I finally left. Rental reservations with this office are USELESS. Don't waste your time. Enterprise had better customer service and better cars. Go straight to Enterprise. They won't waste your time. read more

Had to wait 15 minutes for any acknowledgement by an employee and then only because I went looking for help.car wasn't ready so I was told to come back in two hours. Again no one at the front desk. Then finally got help. Have to wait 15 minutes while they vacuum. This is my second time to use this location and never again. Very unprofessional and the lobby smells like cigarettes. Very disappointed in Hertz. read more

I was working as a business calling for a customer & Rob, the associate, repeatedly & intentionally placed the call on hold saying he had another person to help, when there really was no other customer. I called once, was placed on hold for over 20 minutes, then used my BACK LINE to call & see if he would happen to answer. I do this to make sure I am not forgotten on hold, when I called on the back-line, Rob immediately answered & had no one else to help. I continued going over what the customer's issue was as she had been over charged a very significant amount. As I was going through the charges, he asked to place me on hold to which I said no due to him doing that previously and leaving me there unattended, intentionally, he ignored my answer & placed me on hold anyways. I waited for 10 minutes & did the same, called him on my back-line to see if he was actually busy or just putting me on hold to avoid handling the call. Of course, he immediately answered completely available to assist. At this point I confronted him & asked why he is intentionally leaving me on hold when there is no one else to help & why he is avoiding resolving the overcharging issue. He paused (because he did not have an answer) & advised he did so because he had another call from my business on the other line. I advised to him that is MY call that he INTENTIONALLY put on hold, there was no other call aside from mine that Hertz received, I know this because I have all the calls on my active back lines. I advised that there is proof that he lied & he had nothing else he was doing. The associate will INTENTIONALLY place difficult calls on hold & wait for the customer or business to hang up. After the confrontation & admittance, I FINALLY was able to walk through the charges & had to practically pull a guarantee from Rob that my customer would be properly reimbursed. Rob is a liar, avoids calls, & even treats OTHER BUSINESSES this way. Horrendous customer service, horrendous associate. Reporting to Corporate as well. Unacceptable. read more

Worst car rental service out there. All they do is lie and steal. Oh and when you call they put you on hold and don't ever answer again. They say their manager isn't there when he clearly is. I wouldn't ever rent a car from them. As a company I'm shocked they don't have law suites read more

What is the policy for giving out classified information on a car rental, to another person who is NOT listed as a secondary driver? I planned a "girls trip" to Orlando and decided to rent a car from the Hertz location in Hoover, Alabama. The dates for the rental was Oct 7-12. At pickup I noticed that the car had ants all in the interior of the car, I contacted the Hertz office and explained to them that I could not drive around and would not drive around in an "ant infested" car for the duration of my trip. At their suggestion, they told me that I could drop off the car at another location to trade it in for a new one. I checked with 3 different offices, 2 that were out of the way of my destination, and 1 that was where I was headed, and none of them had a vehicle available for me, so I was forced to drive the vehicle for the remainder of my trip. I contacted Hertz customer to no help from them about a refund for the inconvenience (287.00) and for the deposit of 200.00 that was to be returned. I have not received anything as of today. I have went by the office on 4 occasions and no one seems to know what they are doing in regards to their jobs. Hertz customer service says I need to go to the store where I picked up the car, and the location says I need to call customer service, so the back and forth, back and forth is becoming very mundane. Also, I have called 42 times and have been hung up on by Hertz customer service told by Kayla the customer service rep on the phone that a supervisor would call in 15 min, given my name, email and number numerous times to no response from either party. Today, An associate by the name of Andre, reveals information that was told to the staff about the incident to a person who I know, was not on the account and was not listed as a "second driver" or alternate contact person.i asked him did he verify the information? And he said no, (I recorded the conversation and admitted he admitted that)So how do I know what other information that person may have of mine? That is a breech of confidentiality and my information may have been compromised because of his negligence. I have not received a refund nor has the deposit returned to my account. They even had the audacity to offer me a "gift card" for 250.00 for me to use at a later time! What part of " I will never use hertz again, is not being understood? I spoke with the DM Lee Stokes and he informed me that it had been taken care of, and after calling Hertz customer service, no such thing had been discussed. I am also receiving " scam" Hertz Instagram messages asking for my information and calls from a "employee" at crazy times in the night because I posted on their Instagram page and DM them about my experience. DO NOT USE hertz their customer service is absolutely horrible, and the staff should be ashamed about the lack of knowledge that they have about the company, policy and procedures. read more

It's hard to believe this is a Hertz dealer! I reserved a car and arrived at the time I was supposed to pick it up. To my utter amazement, there were no cars. They confirmed the reservation was made, and offered no excuse. The agent said they might have some cars in around 4-hours. Do yourself a favor. Don't count on a car from these guys! read more

Worst ever, when I said i didn't like the car which they showed they say all other cars are taken, just to avoid doing the process of changing vehicle keys and grab a different car key. Also, that's totally true that they just don't care about the phone calls, they let them ring for a long long time !! read more

Summary: Great value for the money. Quality vehicles. Unbeatable and consistently excellent customer service. I've tried all of the Hertz locations in the county, and when I came to this one I waited for three months before giving a review - they've earned my five stars. The cars are always clean! I've never had to send a car back because it smelled or was stained. The car is most often ready when I come in, and the two times it wasn't they discounted the rental for the inconvenience! (Tip: Anytime you rent from Hertz I suggest making a reservation online. If you come in on the off chance they have a car they probably won't just because all the locations are constantly exchanging cars to fill demand. Every time I go in any location someone is trying to be a walk-in and it rarely works.) The service is excellent AND CONSISTENT!!! Every time I come in I'm treated like a valued customer. They will accommodate you as best they can, and they've really been stellar when car trouble or ride share has made me late to pick up a reservation or any other extenuating circumstances. This place is the best! read more