Cruz from Lake Street in Aurora is now at West Ogden Naperville. He is amazing. He helped me out this weekend. I was in a pickle. Got me in a car in less than 15 minutes super nice and well mannered. He will be the only reason I will drive to Naperville from where I live in Oswego. read more

I thought the wait was bad until I had interaction with the staff. guy at front desk literally told me if I dont like the already 40 minute wait he didn't have to rent me a call. still sitting here. Cruz is the guy at front , the way he speaks to customers is awful. 40 minutes now additional 15 , so he says to get the car. Place is packed with people waiting to pick up and drop off. read more

Worst experience I've ever had renting a vehicle. Scheduled pickup at 10:30 am . We drive 30 minutes and get there no vehicle. Told it was being delivered from airport but not sure when but come back at 1 pm it will be ready. Called at 1pm they are not sure when it will arrive. Told him to call his supervisor and find out and call me back. I call back 30 minutes later and he still knows nothing. I call Hertz help line several times and finally she got us another vehicle somewhere else. On the way there we call that rental location and they tell me they have no record or any vehicles for us. I finally called Enterprise and was able to get another vehicle thankfully after searching around do to being last minute now. The final blow was trying to cancel the 2 rentals with Hertz which I gave up on and will just call my cretcard company to deal with the issue. I will never use Hertz again. read more

the lady was being very disrespectful and lied about having to use a credit card if it was out of state because at other hertz rental places out of state said it was fine. read more

Beware Kristy at this location is rude and unprofessional, I had a confirmed reservation for a Tesla and she gave the car I was in process of renting to another customer who wrecked his rental just before I signed the contract. Kristy was extremely rude and raised her drunk voice at us for no reason, when I told her I was going to raise complain about her behavior she did not care and said go ahead and yelled the manager's name at us in front of other customers, this woman obviously has no class and poor people skills, she must be untouchable at this location because elsewhere she would have been fired in the spot. Incredible how someone of the street can supersede a Gold member. I am adding 1 star because it is required to post this review. read more

I was so happy to find Edgar at the Naperville location! He is the best and has great customer service. Very knowledgeable with their system as well as organized with his rentals. I will continue to rent from this location as long as I work with Edgar! read more

Never again! First they only had 1 person on staff who was getting cars out, taking returns, & cleaning cars! Next I'm battling Ipass fees when I had my Ipass on my car. They are telling me my ipass didn't pick up the tolls so they charged me full price. if you have an auto replenish on Ipass it's not full price. The woman tried to tell me that she's never heard of that and it's not a thing, but it most certainly is! So they are telling me there's no way to claim any missing tolls and it was charged correctly... telling me I can not fix it through ipass or through them. That with my ipass or their charge it would be the same price. Horrible customer service the woman on the phone was very rude. I'd pay more somewhere else to avoid this company entirely! read more

I am disabled with a service dog. On making reservation I told them I had a service dog. I always bring a seat cover for dog when traveling. Picked up car, signed contract-no mention of extra charge for a dog.Brought car back and they first wanted to charge $450. to clean car for pet hair. I had brushed car out before bringing back and the car was not dirty. It was not speicfically in the contract that they charge for pet hair-contract says if car has a violation(ie dirty car) they can charge. I do not believe this is a company policy. I believe it is a scam from this particular location and they basically charge everyone with a dog. I talked them down to $150. BUT the charge should have been listed on the contract .THis is discriminatory. If they would have told me about the charge for dogs when I reserved it, I would not have rented the car.......and again, I TOLD them I had a service dog. I disputed it on my credit card and card company said since I signed the contract they could do nothing. It is a bait and switch tactic. Oh yes, try to get through to the corporate company to discuss...........you cannot get to talk with anyone. I will never use Hertz again and I will make sure the disabled community with service dogs knows how they will be treated. read more

I reserved a car at the Naperville location several days in advance and when I arrived on 9/5/23 to pick up vehicle I was told they had none available and I could go to a much further away location to pick up another car at a higher price. I asked the manager why would I pay a higher price for their mistake and for inconveniencing me? She gave me the take it or leave it look. Hertz customer service is horrible and if you try and call you only get a recording. The manager should have offered me a discount of some sort and not offer me to pay more money. Since I was in a crunch and needed a car I called the Plainfield location and they accommodated me but I don't think I will ever rent from Hertz again! read more

Although they are understaffed they go above and beyond when you arrive. Edgar was especially helpful and patient and addressed all the issue and questions I had. I overheard him deal very patiently with an difficult customer, something that I would have lost patience for. Excellent job! read more

Kristy at this location really helped me answering all my questions and was very professional she helped me pick the Vehicle I needed for my family vacation explaining every detail as to my charge great service great vehicles over all a great experience read more

Waited an hour when we picked the car up. Waited another 45 mins when we returned the car, just to get a receipt. Both times, there were only 2-3 customers. They are really slow for no reason... read more

Severely understaffed however the staff that is there will work hard to accommodate. If you aren't in a rush and don't mind waiting for a short time they do a good job. read more

I have been a faithful customer for Hertz car rentals about as long as being a AAA member. I was extremely pleased with the service that I received on my recent rental. Mr. Edgar Mis was friendly and hospitable as soon as I came in offering me a seat and giving me an estimate on when he would be able to assist me. He then reviewed my past preferences and provided me a discussion of the best options for my rental. I would highly recommend this location and great work Mr. Mis you made a tough day into a winning evening. read more

Great service! Edgar helped me get situated with my rental and he helped me to get hertz insurance. He also set me up with a great car. I felt very comfortable and safe in my rental due to Edgar's service. I will continue to go to this location and I will suggest to to my friends and family that they go to the same location and ask for Edgar. Thank you again! read more

Generally, I'm very pleased when I rent a vehicle from this Hertz location. They are efficient. The customer service is always on point and usually the vehicles are current year, top choice, clean, good working order & always feel like an upgrade. With that said I'm quite disappointed with my last rental. Albeit, it's a holiday weekend- but they put me in a piece of crap rental! The brakes are squeaky & the pads in desperate need of being replaced. The interior is spotty & it's a rugged ride. I was traveling with my family to see relatives three states away & worried the entire drive about the safety of the rental vehicle. I rent to travel so I don't have worry about breakdowns...rentals give me peace of mind in my travels. Not this one, I was left wondering why I'd spent money instead of just driving my own car! I roll with Hertz; but this last vehicle rental is an Epic Fail! Year: 2014 Chevy Cruz!!! Not hardly current year.. 38K mileage.. Two stars for the quality of my latest vehicle rental Otherwise, the Hertz location 4 STAR! read more

Booked a car for a weekend trip, only to be told when I called to pick it up early they do not see a reservation & are over booked. I was never charged but I got my reservation confirmation & that is it. Nothing else from them about not being booked, or being over booked. DO NOT book with this company, I called other places & they're over booked as well read more

Hertz Rent A Car - Confirmation of booking - Car Rental Near Me - Naperville, Illinois

A special thank you to Corey and Theresa for assisting me with my car rental return. I really appreciate all the efforts made to accommodate me. The Manager (Michael) at your Ogden location deserves kudos as well - he definitely went above and beyond. I didnt have the best experience service wise with the staff at the location I rented from but the Manager was great. read more

A couple of weeks ago I had to get a rental car from Hertz through an insurance company because I got rear ended and honestly I wish I would have told them I would prefer Enterprise. There's a reason why Hertz is so low on stars. From the customer service to the car they gave me. I was so disappointed with the customer service even while I was in the office they had complications with another customer which was very discouraging. Even the place that fixed my car called me to make sure I wanted to go to Hertz because the insurance also works with Enterprise. And the reservation had already been put through so I just went with it. If you're thinking about getting a car through Hertz please go to enterprise. Luckily my rental was paid for by the person who rear ended me insurance. read more

Do not rent here. State Farm customer here, referred me to Hertz after a fender bender. Rented here before without a problem. Second time around I made reservations 6 days prior to pickup date. Arrived this AM at 7:45am and he told me no cars were available. After calling around to 3-4 places, no cars at the surrounding partnerships either. I asked how this could happen, "Well sir we wait for people to bring cars back, if people don't bring them back we don't have any cars to rent out." Then what is the point of having a reservation? This is how they do business. Will not do business here again, I walked out. read more

Thank you, Daniel, and Edgard for helping me with my most recent rental. They stayed a bit past close to receive my vehicle and provide me a newly cleaned vehicle. Friendly, efficient! I've gone back to this location multiple times, never been disappointed with their service. read more

My day started with an electrical issue on my jeep, requiring me to get a rental, possibly for the weekend. I was able to get a rental at this Hertz, with the understanding that I may have my jeep back quicker from the repair shop. The guy at Hertz was cool and said just drop it at the dealership when you pick your jeep up. I was thrilled to learn that my jeep would be done same day. I rushed back after work and picked up my jeep, leaving my rental at the dealership as instructed. Fast forward 4 months. I was charged for an entire weekend of rental instead of the single day used. My contact at Jeep was super supportive, however the Branch Manager Matt refused to make anything simple or easy. I was eventually refunded 1 day of the over charge but was informed that his corporate refused to do anything else. This company demonstrates how to lose customers and they have absolutely no idea how to run a business that depends on customer service. I am now disputing the charge with my credit card company. I will never use Hertz again. Renter Beware. read more

I had to get a rental car for when my car was going to be in the shop. My fiance had already taken my car to get fixed, so I called this place to have them pick me up from work on my lunch and take me to the office to get a rental car. After calling about three times with no one answering the phone, a guy finally answered. I was put on hold, and disconnected. I called back and the guy on the phone (I wish I remembered his name) said that was no problem and he would call me at 11:30 AM for the address and come pick me up. Well, he never called and I never got a rental car. Thankfully my fiance got one through Enterprise at the repair place. Worst customer service ever. We will never rent from Hertz. read more

This is not a specific comment about this outlet, but Hertz in general. I recently got back from a trip to southern states in which I had to go through toll booths and many small towns. First complaint is Hertz rep didn't explain the ipass unit in the vehicle at all. I used the auto lanes on my trip coming and going, but Hertz has you paying a fee every day of you rental, once the ipass has been activated ( which it was on my first day). Second, I was caught on a photo speed trap going 61 in a 50 zone. My bad, of course. In addition to the ticket that came from the town, Hertz charged me an additional $30 for "processing" BS is all I can say to that. I won't be using Hertz again. read more

I have used them several times great rates and great cars of all types. Dan and Chris have been very helpful and accommodating. I will fully recomend these guys all day every day. Thanks! read more

I have rented a car here in the past and booked another one. They worked with me on getting the price down and I'm apart of the Hertz Gold program. Points that you can use for rentals or towards airline miles. Why wouldn't you do that if it's free??? Get with the program people. On my previous rental they didn't charge me for picking it up early. Maybe you just need to know how to be a hustler. I'm hustlin everyday. Take lessons from me. First ones free. read more

I hate leaving this one star review because the manager was extremely friendly but... NO BUENO. I rented a car from Hertz. Paid all of my own ipass tolls both cash in-person and online. After my rental I noticed a charge on my credit card from something called platepass. They charged be for two tolls I paid and two tolls that I never even went through. They also charged me an administrative fee of $4.95 per day for something I never used! No one told me about the platepass box until I started calling about the charge. Sydney was friendly on the phone. She stated that the box was in the glove compartment and sometimes they randomly pick up tolls even when theyre not opened and displayed. She stated that she was going to contact platepass and take care of the situation. I called a few days later to confirm this was done only to find she never did it. I am now in another country trying to deal with this third party vendor that I never contracted with, I never authorized to act on my behalf, I never provided my credit card information to, and I never USED! FRAUD. I will never use Hertz again, NEVER. Had I known the box was in the car and that it was faulty, I would have pulled it out of the glove box and gave it to the hertz employees before leaving with my rental. Both Sydney and Frank are aware that Platepass operates faulty equipment and often erroneously charge customers when they shouldn't but they claim they are forced by Hertz Corporate offices to have the platepass boxes in the cars. They told me of several other complaints they have received from customers regarding these phantom and often fraudulent charges from platepass. read more

*PlatePass issue update. Contested tollway charges with proof multiple times since September 2014. It is now the middle of January 2015 & nothing. No response, no callback, no resolution, nothing except a response to my last review asking if I had received a callback. I have not. The fees have not been reversed on the toll charges which I did not incur & have proof I was no where near 122 miles from where PlatePass says I was. I feel sorry for others that have been a victim to these fraudulent charges, as I am told that this has been a problem for numerous people. I urge people to report this to the Better Business Bureau & media in hopes that this kind of fraudulent activity does not happen to others in the future. The disregard by the company for these issues by a third party - PlatePass - is saddening to say the least. I have not heard from either PlatePass nor have I heard from Hertz so I am under the impression that this money that was stolen from me is what it costs for me to learn never to do business with them again. I do not plan on calling PlatePass another 20 times to get the same condescending answers spending hours given the run around. I am not one to even leave reviews, much less a bad one. However, I feel that it is necessary to let others know in hopes that this same fraudulent activity does not happen to them. It's one thing to have bad customer service. The fact that you get charged for fees you did not incur is a whole different & extremely disconcerting issue which they should be held accountable for. *Previous Review. Beware! Fraudulent PlatePass charges! My car was backed into sometime around September 2014 & the other drivers insurance insisted on supplying me with a rental from Hertz. Called to set up pickup. Was told to try a bit later as they were out to lunch or something - there was a note on the door. It was about 12:30 I believe. Come back around 4:30, still out to lunch or wherever they had to go. Waited 45 minutes until someone gets back with another customer who had been waiting there also. Found this a bit annoying, but whatever - this is merely an annoyance compared to the headache I had to go through after the rental was returned. Finally, I picked up the rental & it had not even been looked over like usual when I had rented cars from other companies. Me & my fiancé noticed the iPass transponder missing from the windshield holder & made it a point to use our truck if we had to use the tollway - basically, we did not use the tollway as we never found the need to. After returning the rental I get an awkward call a week later asking when I will be returning the rental which was already returned. I found this extremely odd but just let the associate know it had been returned already. I then notice a charge about a week later for supposed toll charges so I called. I was directed to PlatePass & given the run around over & over again. Finally, I got through when I called & filed a complaint. Didn't hear back for a while - almost 2 weeks I believe - so I called Hertz Ogden office & was told numerous times from Hertz employees both from the 800 number linked with Hertz & associates at the office that they've had numerous issues with fraudulent charges & stolen transponders. I was then told that the associate would personally email PlatePass. I was told by PlatePass that supposedly I was 122 miles from where I actually was. I've emailed proof with credit card statements that include dates & locations proving I was not anywhere near these tolls. Another month has gone by & still have not heard back. It's sad that unsuspecting clients are the victims to whatever the hell is going on with Hertz & PlatePass. It may just be around $40 but the fact that this is a reoccurring issue with multiple individuals shows the disregard this company has for its clients. $40 times how ever many individuals this annoyance & fraud has happened to can easily add up to much much more. And the fact that they know they can get away with it is even more worrying. Rent from them at your own risk but be prepared for paying for fees you did not incur or headaches trying to contest these fees with PlatePass all whilst they try to make you feel as if you were trying to get over on them when it's truly the reverse. 1 star only because I can't leave zero stars - or negative for that matter, especially for PlatePass & their condescending manner in which they handle their fraud business. read more

I used them while my car was in the shop. They were supposed to pick me up from the auto body place, but they were almost 1/2 hour late, which made me late for work. Also, they told me that I could drop the car off at the auto body place when my car was finished, but when I called them the day of, they said I had to drop it off at Hertz directly. Bad communication. Gave them 2 stars because the car they gave me was clean and in good shape. read more

This place is constantly busy. They are WAY understaffed. I waited 45 minutes with one person in front of me to get served. The manager on duty was nowhere to be found while the two people behind the counter were working their tails off. They were getting calls from other locations and there was a line backing up behind me. When I finally had somebody help me the service was spectacular. Karen was the best! She was thorough, walked through the car with me, and gave me some of the best service I have ever had. She was polite, courteous, and professional. The reason I am giving this a 4/5 is because although I received great service the place is understaffed and needs to be managed more effectively. read more

Do not go here very rude and willing to help wife had pick up car Friday and called back told them there noise coming so they call around for suv . Called around nobody help us. Then called company and then Naperville boy was rude and not help lack of customer service !! read more

Super friendly staff and fast service. Also one of the most affordable car rentals I've ever purchased. Very pleased with this location and definitely will be a repeat customer. read more

A couple of weeks ago, I reserved a car and I thought that I had changed the pick up time via the web site. However, it turned out that I had not changed the time. Since then, I have been told by Hertz personnel that I did everything right, but it didn't work. Oh well, it is my fault. I am a dummy. I had gone to pick up the car and the two people at this location told me that they did not have a car for me. It was like they enjoyed my anxiety at not having a ride. It was bizarre. They didn't try to find one for me and they admonished me for not picking it up at the original time for which I had made the reservation. I explained that I thought that I had changed the time, but I was told very adamantly that I had done no such thing. So, I asked the guy who claimed to be the general manager if they made a courtesy call to their customers under such a circumstance. For example, "Hey, you had a reservation to pick up a car at 2 PM and now it is 2:30. Are you coming to pick it up?" I didn't think that was an irrational question. But the guy who was the general manager thought it was a real stupid question. He asked me if I expected a call from a restaurant if I had made a reservation for dinner and not arrived on time. I don't like using analogies because it normally means that one doesn't have a valid point to make. Furthermore, as demonstrated by the general manager, a lot of people don't know how to make an analogy. That is commonly referred to as "comparing apples to oranges". In this case, the general manager had compared a restaurant reservation to a rental automobile reservation. If the guy had any skill set whatsoever for what he was doing, he would not have answered my question with a sarcastic comment in the first place. Anyway, I told the two what I thought of them and walked on down to Enterprise which was down the street. There I was helped by people who were more...uh...literate. read more

Worst customer service ever and the manager of this location is rude and should not be representing your company. Due to this I will never do business with hertz! read more

Really poor experience at this location. They erroneously charged our credit card $160.25 for a 'Fuel Charge' even though we had filled up the car when we returned it. Also, important to note that the rental car was a Hyundai Elantra so, even if it was completely on E when we returned it which it wasn't, no way can that vehicle hold $160 worth of gas!! The manager, Theo, said he would put in a request for a refund. We would receive a check within 7 to 10 business days. Well, you guess it, that didn't happen. I called on the 10th day to check the status and was treated so rudely! I was told that the refund was still being processed. I asked for a follow-up number for whomever was issuing the refund and was told there was no number only an email which they cannot give out. I was able to reach Hertz Corporate office within 3 minutes of hanging up with my local rental office. They rectified the situation within a matter of 2 minutes! Next time, we will be using Enterprise, for sure!!! read more

Do not rent here . No one answer the phone. I came to pick up the car and no one is in the office . Ive been calling the number while im standing inside the office no one is picking up the phone. About 15 mins im calling and finally a big guy came out and looks like he just woke up. Im not getting car here again. read more

I rented from them for 3 consecutive weeks. First week the car was very small and the AC didnt work. As we were transitioning from winter to warmer weather they may not have checked. When I called and told them- they told me to replace it at any outlet which I didnt due to work. When I returned the car- the girl on the counter refused to acknowledge it and said the AC worked fine. Well the manager had better sense to give me a coupon for 2 day rental. Second and third time the car was good but I needed receipts for toll and everything to file for office expenses. The girl behind the counter kept assuring me I will receive them by mail which I never did. At last I see my charge being charged but way after the project is over and I cannot bill it back to the client so overall a bad experience. They don't know which cars will be available and always make you wait even if there is no one ahead of you. I gave an extra star coz the manager was better than the 2 girls usually on the counter. read more

Terrible experience! Treated terribly - left to wait for a ride for an hour - charged for things that were NEVER explained - complete fraud. Brain B was particularly rude and unhelpful - completely unprofessional!! read more

Summary: Terrible service, unprofessional, understaffed, misleading, and incompetent. My explanation is long winded but I wanted whoever is reading to understand the utter exasperation you will face when working with Hertz. They are absolutely useless. Nothing I was promised was given; not the time, comparable car, or even a clean car. The Hertz Corporation should clean house and decide to actually try and operate an ethical and professional business. I am glad I work at a very large company that uses Hertz all the time because I will make sure they drop them and that none of my friends, or acquaintances ever use them again. I am going to post this review on every ratings site and call customer service until Hertz decides to take some sort of accountability for the awful service they offer. Story: My car has been hit twice in the past year and required a rental while body work could be done at Accurate Auto Body. I went through Hertz because it is located within a couple miles of the shop. During the summer I was hit and I scheduled a time for them to pick me up at the shop and called again the morning of to confirm. 40 minutes after they were scheduled to arrive they showed up. To their credit they apologized and gave me a "fully loaded" car at no extra cost. To their discredit the "fully loaded" Chevy didn't even have all the standard features my base model Civic has. I was also 45 minutes late to work because of their incompetence and a slightly better car doesn't help that very much. Fast forward to the winter- my car was hit again while parked on the street. I scheduled a pickup through Hertz . When I called, I was transferred 3 different times, I had to tell each person all of my information policy numbers license numbers names insurance, and then I was transferred to another person who seemed to have no idea why I was transferred to them and I had to retell them. After a 20 minute call I was done. 3 weeks later I got a call from Hertz asking if I was still interested in renting a car from them because they had no record of me calling before. I had the prior call confirmation number and after I had told them all of my information for the 4th time, they were able to find the reservation in their system. At this point I should have been prepared for utter incompetence but I tried to stay positive. I called to confirm 2 days before my pickup just in case and they said everything is ready and I would receive a comparable car but I should call the day of to "remind them". Can they not schedule it themselves?? The morning of I called an hour before and told them that I would be at the shop between 9:10am and 9:20am. They showed up at 9:45am after 2 calls from the auto body shop and myself. I had waited outside for 25 minutes (it was -2 degrees outside and windy). The same girl showed up that was late last time in a dirty, snow, and ice covered Mazda. She drove me back to the shop while never apologizing for being late instead she kept trying to make small talk. At the Hertz location I asked again to confirm that I would be receiving a comparable car and they said "yes, definitely". I asked if it had Bluetooth, Pandora, or a rearview camera, they said, "No but it has Skyactive technology." This would be comical if it was happening on TV but they were serious... How does having a different transmission and drive-train make up for all the missing features they originally promised? How they can work for a car rental company and have no idea what is in their cars or what it means amazes me. It turns out the dirty Mazda she showed up in was the one they were giving me. It had ice and snow on the windows, sticky stuff all over the console and the cup holders. The steering wheel had food on it and the car had a quarter tank of gas. So at this point I was over an hour late for work and now had to go fill the tank. read more

Absolutely incompetent employees work here. I work retail so I can understand a mix up or two but this location is just absurd. My fiancé had to rent a car from here and it was an insurance rental, however she was charged to pay additional insurance because nobody explained to her that it was already covered via state farm. When she asked for her Money back, she was given attitude and the employee said "well why'd you sign the agreement then". So fast forward to myself returning the car, it was filled up the night before (had a recipient in hand), to FULL and I drove directly to the hertz which is less than 10 minutes from my home. I get there and the guy checks the car, claims it was "6/8 full" and proceeds to tell me my fiancé will automatically be billed $59.66 to cover the charge. Upon (at first) calmly refuting this, I basically was told to kick rocks and get lost with no other options or explanations. In summary the entire experience was absolutely miserable and taxing, and the employees are beyond rude and don't understand basic customer service. Stay far, far away. read more