***Kyle Stephans is the worst Hertz manager on the Planet. Period*** I never write posts, but the experience Kyle provided me today definitely warrants one... On Friday August 12th 2022 at 1130am I picked up a scheduled full size rental. The associate (Domenick) pulled a Jeep Cherokee out of the back and pulled it up to the front. As he was getting out of the car, he mentioned that he needed to put air into the back drivers side tire. With the assistance of his co-worker Austin, He put in 40 psi. I thought nothing of it and left with the car. the next morning at 730 am I went outside and the back rear drivers side tire was completely flat (out of air). I attempted to call the Hertz location but was unable to get a person on the phone. I thought they must be closed on the weekends. On Monday August 15th at 10 am I went back to the Hertz location in person to explain the situation and exchange the car for one that is functioning correctly. Domenick was not working this day so I spoke to the Manager, Kyle Stephans. I explained what occurred and Kyle wasn't remotely interested with hearing what occurred. He just chimed in immediately saying "you are going to have to pay for a new tire since you cannot prove that the nail was in the tire when i pulled off the rental lot". I saw Austin while there, and asked ifhe remebered the event that occurred that Friday when he had to assist Domenick with filling my tire and he said "Yes". But, Kyle didn't want to hear it. After a bit of back and forth, I asked for his name (up until this point I didn't know Kyle was his name) and he said he doesn't give his name out and turned his back to me a walked out of the store and into the lot. At that moment, another associate was walking toward me and walked by me and opened up a drawer in one of the cubicles. He handed me a business card with Kyle Stephans (Branch Manager) on it. I was FLOORED that the manager was the one treating me with such poor professionalism. I walked out of the office and called my credit card to file a dispute as well as called Hertz Corporate which is reversing my charges!!! I rarely leave reviews, but this particular situation was so appalling that I felt obligated to let the world know how bad of a Manager/Associate/Human-being Kyle Stephans is!!! Stay away from this location... Trust me!!! read more

This review is about Kyle only. Kyle, thank you so much for taking care of me today. 8 times is the total number of times I called and spoke to him. He was great! Walked me through everything. In the end, my circumstances did not allow me to rent a vehicle but the next time I do, I will be sure to reach out to Kyle. He has my business! Thank you sir! read more

I reserved a car with Hertz in Gurnee, Illinois more than six weeks prior to my scheduled trip from California to Illinois to help take care of my elderly mother. After landing in Chicago, I called Hertz to let them know I was my way. To my horror, I was told that despite my confirmed reservation, no rentals were available. That's it. No apology, no we'll check other locations, no we should have something tomorrow. Absolutely nothing!!! I was left to scramble to get another car at a higher price and to pay someone to drive me to my mom's house and then to pick up the new rental. The entire experience was extremely stressful. Especially since I needed a car to take my mom to her doctor's appointments. Had I not gotten another rental, my mother would have had to pay someone to take her or cancel her appointments The service that I received from Hertz is unacceptable. They showed total disregard for me as a customer and very little for them as a business. I sent an email to them more than a week ago. As of today, I've not received a response. I will never rent a car from them again and will never recommend them either. read more

First went to Enterprise down the street. They only had one car at this location, and it was reserved for someone else. They called their other location, and they didn't have anything either. So I went on Yelp to find another option as the time was eating away at my adventure back to my childhood home. Hertz was listed as only being about 1 mile away, so I called and spoke with Chris (?) and he was very efficient on the phone. I asked him to hold the car as I was in the parking lot of Enterprise. It was a little difficult to find as there was not a clear sign until you are in the car dealership lot. I walked in, completed all of the forms, and was in the rental within 5-10 minutes. Great experience and would consider using this location again the next time I am in town. Thank you for a smooth experience. read more

Exceeding slow to rent and return. Had to walk around the dealership at my reservation time to find an agent. Rental contract stated the tank was full at pickup. When I got in the car, after the rental agent looked it over, the gas was an 1/8 low. The intermediate I rented was a nice car, new and clean. read more

I rent frequently for work and leisure. The staff is always very friendly and professional. My car is always clean and ready to go when I get there. If they do not have the type of car I need the staff always works really hard to give me something nicer out works to get me the type of car I booked for. The guy that works there is the only one at his branch and I don't know how he does it. read more

Utterly incompetent. State Farm sent me here for an accident rental and I got the car fine, but was never asked about insurance which I didn't need and assumed that State Farm had an arrangement with Hertz and I didn't have to worry about it. I called to say I was going to keep the car after State Farm was going to stop paying and was told $129/week. Took the car in and found I owed $630 for 2 weeks. I was told I signed for $23/day liability insurance, which I didn't and they couldn't produce a record to that effect and was not told about over the phone when I said I was going to keep the car. They didn't have a manager to call to realize to elevate it to. I had to call State Farm who had enough power to get to someone that wasn't clueless and they couldn't find any form that I signed for the insurance to get my money back. Basically, they tried to rip me off and failed. I won't be going back to Hertz and I told State Farm that they are creating problems for themselves by making customers use these clowns. read more

GO TO ENTERPRISE. GOT TO ENTERPRISE. This is not a car rental place as they have no cars. They let you make reservations online, but when you show up they have no cars and offer no help or solutions in finding a car. The guy, in the very least, could help us find and get to other rental car places in the area. Nope. Just left us high and dry. read more

If I could leave no stars I would. This place is not professional or organized at all. I made a reservation 3 weeks before my expected day of leaving on vacation. Then 3 days before I had to leave I received a call to be informed that my form of payment is not valid. I would've been ok with this scenario if I was informed of this in a timely manner when everyone knows any large transaction between banks can take up to 2 business days to process. i had the inconvenience resolved that same day and was told my reservation was secured. Then comes the day of my vacation and received another call to be informed that they did NOT have any car available for my family's vacation!! This is extremely upsetting when I have planned way in advance to receive this notice, and spoke to them 3 days before!!! and they wait until a few hours before pick up to give me bad news???!!! No attempt to fix the situation or make some sort of accommodation! Again extremely unprofessional and unorganized. And horrible customer service. Never again. Do not waste your time with them they will ruin your vacation. Reservations are not honored. Go to Avis in Libertyville! They accommodated my family's needs in such a short notice and are very friendly and professional. read more

My husband went to Enterprise to rent the car I reserved for him, they would not take a debit card without a current utility bill with the address matching the drivers license. We'd moved and hadn't updated our licenses yet. Craziness, they lost our business, now Chad, at Hertz in Gurnee, was very helpful, they only had a compact car because of the immediate need we had to go to a funeral in TN, we took it. THanks Chad for accommodating my husband's need. Also, you gave an AARP discount which was awesome! Thanks so much, The Allens. read more

I hope my insurance takes this place off to get rentals. Unknowingly I was charged on my account because I didn't leave the car with a full tank of gas? I didn't even receive this car with a full tank of gas!! They should have at least called me letting me know this was going to happen. I paid $60 of my own money to fuel this car!! read more

They called us 45 minutes before we were suppose to pick up our car to tell us that they did not have a car available. Absolutely no cars!!!!! They were closing in 45 minutes and told us that they checked their other locations and no cars were available. They offered us nothing!!! What absolutely LOUSY customer service!!!!!!! read more

This was my first and definitely my last time using Hertz. We used Hertz car rental for our honeymoon and the whole experience immediately started off terrible. I reserved everything online. With my reservation, I paid for their Neverlost GPS system. When I picked up my car, it did not have the GPS. The associate said that they are not guaranteed when you make the reservation- I feel like this needs to be made known to their customers!! He told me I had to go to a different location to get the GPS. Aside from this, the associate was very rude and acted as if I was wasting his time. He just gave me the keys to the car and told me to go find it out in one of the back parking lots. Once I got the car, it was completely dirty inside! I called customer service to complain about all of this. I was on the phone for 45 minutes just to learn that I had to call back when my trip was complete. I drove to the second location to get the GPS and the worker was not there. I called the number he left on the door and he said he would not be back for over two hours. I then had to go to a third location to finally get the GPS. Once we started our trip, we found out that our EZ-Pass was inactive. When we got to our first stop, I called Hertz and my only option was to drive to another location to switch out the vehicle; we did not have time for this, so we made do with the inconvenient toll situation. Now that we are home, I called the customer service number listed on their website. I called to complain and got transferred to the branch manager of the location I picked the car up from. He listened to my complaint and said he would call me back when he was done helping another customer. That was almost three hours ago! I called the customer service number again and talked to someone who was able to waive the GPS charge and add some points on to my account for future use. I am still an unhappy customer. I let the woman know that I don't need the points because I will not be using Hertz again- I asked if she could refund me a portion instead and she was unable to due to her putting in a refund for the GPS. This whole experience has been awful. Will definitely use Enterprise in the future! read more

I had reserved a rental for a week and the day before my pick up date the Manager Chad called to inform me that he had no car for me. The Manager was down right rude and offered no resolution whatsoever, accept repeating himself that he has no car. I requested him, if it was possible to check with another location and his response was they have no cars either. I have always rented from Enterprise and I thought I will give Hertz a try, the biggest mistake I ever made. I guess having a reservation at this location means nothing to Chad, the rude, Manager with no customer service skills whatsoever. Will never try Hertz again. Read all the negative reviews and stay away from this location. Having a reservation means nothing!! read more

A real letdown. I had a confirmed reservation but I guess all that means is that it is confirmed that I want a car and not that they will actually have the car that their website says they will. Pretty frickin inconvenient when you are expecting a car for a family vacation and then need to run around town looking for other options. The guy we dealt with could barley get off his cell phone (on a personal call) to 'help' us. Unreal. Zero stars, and never again. read more

I rented a car here last year and had no issues. However, after a hit and run left my car damaged last month, State Farm set me up with Hertz for a rental while my car was being repaired. First, we arrived a few minutes before they opened. My husband saw the door to the dealership (where this place is located) open and asked the staff member if they were open. He said no and that they opened at 7:30. It was 7:25 at the time. We waited until 7:30, and I walked in to find that same staff member already helping someone else. Okay... So I waited until that customer was finished. This staff member was rude from the get go and just very unpleasant to talk to. He told me about some fuel deal where they'd fill up the car upon return at a rate under the going fuel rate. I didn't quite understand how it worked but he didn't ask me to commit at that time to filling up the tank or doing that option. I figured that if I brought the car back with a full tank I'd be good. Turns out I was wrong. After returning the rental car, I noticed a charge on my credit card. I called and spoke with the same representative who I dealt with at the location. He said that's what I signed up for. I told him I returned it with a full tank. He said I prepaid for the gas in the car and incur the $44 charge either way (I had just spent $36 to fill it up that morning). Why would I agree to that? Why should I be charged when I returned it with a full tank?? He told me that a sign on the wall explained it and that was that. I called my husband and explained it to him, and my husband decided to call. He talked to the same rep. Apparently the rep yelled at him and repeated over and over again about that same sign on the wall. I feel like I was taken advantage of and the rudeness of the staff just added to my dissatisfaction. My husband asked to speak to the manager and this guy said he IS the manager. All right. He refused to listen to my husband or work with him, so my husband said he will be disputing the charges and the rep said "well we will blacklist you and you'll never be able to rent from us again." Oh darn. What a loss. read more