This may have been a unique situation, but the pickup process was a little frustrating. Hertz was very proactive about texting me to confirm my reservation, yet when I arrived they couldn't locate it using the confirmation number and had to search by my last name instead. I also received a text the morning of pickup asking me to call, which felt unnecessary since the reservation had already been confirmed. The staff was friendly, but there were only a couple employees working on a busy Saturday morning, which led to some delays and limited vehicle selection. Not a terrible experience, just not as smooth as I expected... read more

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This has been my third rental in 3 months. First time with Hertz. I have NEVER experienced customer service from a car company like this. Let's start from the beginning: Called location to verify a car for an insurance claim was available as I didn't want to get a ride there and it's not. The phone rang for 10 mins the first time, I hung up and called right back, this time 9 mins. No one ever answered. I went online to reserve and the soonest I could pickup was 2 hours. I arrived one hour after and was not acknowledged for 10 mins. So unorganized and customers waiting for Uber leases were sitting around for close to two hours as there is only one person to do that. The staff are all working in disarray, no sense of structure. While waiting, I overheard the manager, Robert say things to customers like, "The system lets you reserve a car online even though we don't have anything; we have cars in our fleet but I can't rent out because the car registrations need to be renewed; I don't have anything available because some of the cars need oil changes or service work. I finally got called to be helped. I asked him about the phones, he said they are in the back office. At no time during my visit did I hear a phone ring. Either they are literally in the back, or it's not something they can handle with how chaotic the store is. When calling the 800 number, they say you have to call the local office for specific questions but how when noone can be reached? It's so unprofessional for a national business. They seem to not be able to find my reservation and when they did, they didn't have the car size available. They said that he can put me in something smaller and I can "email" him next week to see if anything else has come in that he can switch me to. I tried to finish the process, asked him if I can use tap. He said "not for insurance claims, it's a different system and the insurance system is archaic." While he was trying to finish up my transaction, he was called in several directions and nothing flowed. Several customers were waiting outside for a car to go to the car wash and be cleaned out or was told that nothing was available after waiting with a confirmed reservation. Once I got my car, it was not vacuumed and it had a nice sized chip in the front windshield. The person that gave me my car says, "These new cars don't have durable windshields like they used to so this has a chip. But it'll be okay to drive." I'm quite sure the customer was charged for it even though it's not fixed. I asked for the car to be changed out for another that I felt would be safer but of course, nothing was available. I asked if it can be cleaned out. The manager, Robert said that it should've and he will go and do it himself. A few minutes later he said that his porter will take care of it. The porter brought it back after running through a car wash but the inside was still not vacuumed. After being here for over an hour, i was fed up. I just took the car and left. For a 2026 SUV with 15K miles on it, it drives older. It seems that maintenance hasn't been done on the vehicle. I called my claims adjuster to inform of the poor service and she apologized. Said that she will cancel the reservation and send it over to Enterprise. I can't believe that had such an ordeal. I am sure it's going to be a headache of returning. I don't look forward to it. read more

I guess don't book online? Especially if you need a car day of? Was told two hours after making my reservation that they oversold and overbooked their cars. I don't know how this is a continuous issue but maybe don't rent a car from here? read more

This is the 3rd time there was no car available. 1st time they called to cancel the night before. 2nd time I was at their counter and no car was available. 3rd time, received the call saying no car available the day before. I reached out to customer service and you get a different answer each time and sometimes conflicting answers when you ask for a supervisor. BE CAREFUL. Do not rely on Hertz. Not sure why they even pretend to operate a car rental company. Just read the reviews! read more

I was told I couldn't do a same day pickup after confirming a reservation online. When I got to the location, the man there told me corporate allows same day pick up on their website, but you can't actually pick up a car same day. Then, because you didn't technically pick up a car, they count it as a no-show and try to charge you for the reservation. Honestly this feels like a scam, and I would not recommend going here, especially due to the poor customer service from the staff. read more

Absolutely horrible. Booked online, when I arrived the boy at the counter stated that the girl next to him tried calling me for cancellation. I asked what number they had on file, she said she didn't have one.. so they lied to my face. Waited for me to waste money on uber just to be left out of a car. Zero help and horrible customer service. Corporate needs to shut this location if they can not staff it properly or provide the service they state they can. read more

Last minute cancellation. This has happened twice. Never trust Hertz or Avis. Their system is broken, the central system allows car reservation and Ben sends the reminder then when you arrive to pick the car the owner of the local center will inform that they don't have any car for you read more

For the 3rd time in two months I have had CONFIRMED reservations more than one week in advance and I show up and they tell me they have no cars. The first time they blamed their uber partnership. What's makes it even worse is they make zero effort to contact you the day of and tell you to make other arrangements. When I showed up the employee laughed at me and told me that even though they didn't have a car for me that I had to CALL and sit on hold for 1 hour to get my refund and that it would not automatically apply. Not sure who is running this location but I would rent a bicycle before renting with them. Horrible horrible experience every single time. read more

Worst customer service. I had a reservation & was told they have no cars. Employee was rude. Do not rent from that location it is a nightmare. O stars read more

It sucked its that simple I made a reservation online for a pickup the next morning I showed up and was told they had no cars on hold. I asked how this can be when I made a reservation why was I not told at the time there were no vehicles available? Just a dumbfounded look which is what you expect these days from incompetent employees. And trying to get ahold of customer service is also a hassle. Their failed Tesla venture sure shows up with their decline in customer service. read more

Total garbage company. Will let you reserve a car that doesn't exist and then laugh in your face when you show up and they tell you that they won't even have any cars for weeks. Your reservation means nothing and have fun walking. Only do business with them if you like getting screwed over. Absolutely trash. Don't believe the website when it says it has cars available. It's Absolutely a lie. They will even admit that to you when you show up to get the car you reserved. They will have zero compunction telling you that they lie and say they have cars online when they actually have nothing and won't for weeks. If you're still willing to do business with them at this point, that's on you. read more

DO NOT RENT a car from this Hertz as they do not honor confirmed reservations and will leave you without a car. Happened to us on May 16.

I'd give them less than zero if possible. They called to tell me they had no cars available for my reservation . But also refused to cancel my Reservation so that they could collect the reservation fee. Even though they have no cars to provide. Also, some of the rudest employees I've ever encountered in my life. I could not recommend a car rental place less. NEVER USE Hertz read more

Easy to pickup and drop off car. They didn't have original car that was on reservation, but got me into something just as great. I believe Robert helped both times and he was nothing but nice and quick with everything. Sometimes you have to try places for yourself before judging a book. Give them a try! read more

I showed up at 5:58 the reservation said I could be there by 6 before I even walk inside it's cold outside the Hertz worker named Robert Erskine Manager Trainee man blocks the door and before I even say my name he's insisting that he doesn't have a reservation for me and i say my name to him show him my reservation he doesn't have a car for me the whole interaction was whole standoffish and weird he shut the door on me and doesn't say anything else after that not a hospitality bone in his body I wouldnt go here if your looking for a easy experience and I've been with Hertz for years never wanted to type bad about anybody but this experience was trash sorry for whatever day Robert had. read more

READ THE TERMS OF SERVICE FOR ANYTHING YOU WANT TO DO HERE. DO NOT BOOK WITH A DEBIT CARD. The desk is incompetent, laughably new at their jobs and the cars are extremely overpriced. You've lost my respect and my business across your entire brand with how backwards your customer service and pickup process is at this location. read more

If I could give no stars, I would. Booked my reservation the night before, paid with my credit card, and received a confirmation. Showed up the next morning for them to say they had no cars. Unwilling to help cancel the reservation, I had to call customer service, and they did not offer to look at any other locations to find myself a car. Ended up stranded, and scrambling at the last minute. Absolutely zero customer service. read more

Awful! I challenge you to find a worse customer service experience. Until recently, I've never had a bad experience there--been going there religiously for years! I went there February 26, 20026; they had new staff members and a new manager. EJ, the new manager, is the worst manager I've seen in my 56 years on earth! I was flabbergasted! I actually suspected I was on a hidden camera show. Trust me, you do not want to experience this. Go anywhere else! Rent a car from your cousin. Take an uber. Take a bus. Hitchhike. Thank me later. read more

Awful. I booked a car and they gave away my car while I was standing in line! They had zero cars. I took an uber here and had to get another to get back. Worst rental experience I've ever had and I rent allll the time. read more

Professional staff, reliable cars, good deals! I will definitely rent from them again.

Justin A said everything I was going to write. After my first reservation was ignored at a first location I called the Hertz reservation number. They assured me this location had cars. Upon arrival less than 30 minutes later I was told no cars! Apparently I needed to call them directly because when I walked out and checked the app they had a number of cars and trucks available to rent. A reservation at Hertz means nothing, they do not care if you walk away with no car and they ruin your plans. Zero f's given by staff! read more

I'm sure all of the reviews that were left in the recent future are true. Please get everything in writing as they did not document that I specifically asked to prepay for a full tank, and then proceeded to charge me over $10/gal. Fortunately I only had a few gallons. When I went in person to resolve the issue, in no way was my issue resolved. Until I see demonstrated change from this location, I cannot recommend them. read more

Throw the whole location in the TRASH! As previous review said, Zach is the manager and he was horrible from the minute I walked into the building. He's not pleasant at all!!! Unfortunately it's between Hertz and Enterprise for my rental through my insurance. Went with Hertz since it was closest, however I would not recommend this location! He and female coworker I believe Jessica were even discussing a customer by the name of Mr. Biggs and his wife. Just completely unprofessional and unrelated to my rental. However, I ultimately got my paperwork completed with a lady named Barbara and that went well. She was amazing! read more

Rented vehicles 2 weekends in a row, no problems on either rental, rented online and the process was easy to check in and get going at the store. Easy peasy!! Thank you hertz!!! read more

Employees are rude, the manager Zach is no better, and they are all just unhelpful. They never told me there would be a surcharge of $10 a gallon for filling the gas tank back up. So they charged me $150 to fill up a tank lol. That would have been nice to know! Very scummy. They also left me on hold for 30+minutes... read more

I would give them a thousand negative stars but that isn't available. We reserved a rental car through expedia for a one way rental from olathe to the KC airport. We just happend to drive by the location and they were out of business. Upon checking the Internet found out they had moved the location 11 miles south. We recieved no updates, so I called and was told they could not fulfill my reservation. They didn't notify us at all. Last time I rented from Hertz I was overcharged and it was a nightmare setting things straight. Would NOT recommend this Rental place and absolutely not the one in New Centry Kansas. read more

Very good experience. I was called immediately after my warranty company notified Hertz of my need for a rental. Picked up the next morning. Process was quick, easy and Zach was great. read more

Awful. Gave my reservation away. Was in line over 30 minutes before finding this out. Hey Hertz - maybe call next time and let me know before I show up. Never again. read more

I showed up 20 minutes early only to hear "we are waiting to have cars picked up. We don't have anything for you yet unless you want to pay more for what we have." I don't know how long I will have to wait. read more

Had to get my car serviced, and the Hertz people were great! They picked me up from the dealership down the road, and thanks to the dealership was provided a rental promptly. read more

save urself the headache and try elsewhere. the lady didn't know what she was doing and ran my credit twice and the man didn't tell her until after she wasn't supposed to do that. got approved the first time and then declined the second time, because of an error they made. read more

I came in with an online reservation. I was sitting here for 20 min. Once she looked for my reservation she said that she couldn't rent it because it was one way. I asked to speak to the manager Mr. Zach and he is in a conference call. Let alone it's 5:49pm. Im very disappointed that they wanted to triple the price. Let alone I Uber her and had to leave in an Uber that cost $25?each way read more

Wish I could give 0 stars. Had a reservation booked for 2+ weeks, get to the location to pick up, and the guy tells us that since the reservation was made on a debit card, we can no longer rent the SUV we booked, and he has a compact car available for us. I ask to switch to a credit card, and pay that way, if we can still get the suv, and then there were magically no longer any suvs available at that time. Don't make a reservation here, they don't have a clue.... read more

No cars. Wouldn't honor a reservation I placed a full week in advance. Straight up they called me the day before my trip and said hey, there's no car actually. Had to book with a competitor instead for twice the price because of short notice. All in all Hertz's lie cost me $400. I asked the Hertz rep what a reservation does. He replied "it guarantees you a car IF we have that car that day at that time." ...thats the same as walking in with no reservation, chief. read more

Had confirmed reservation. no car available on pick up. This is fraud.

The worst customer service ever!! If you want to deal with people that just don't care about customer service...this is your place. They do not take any ownership for the company, the services and the care for the customer. They provide excuses and do not show any empathy for the screw ups they make, which affect peoples business. I would not go here for any reason. Beware! Reservations mean NOTHING to them. Be sure to call ahead or you are likely to not have a car available even though...... 1. You have a confirmed reservation 2. They have sent you 3-4 communications telling you when to pick the car up. 3. NONE of the 3-4 communications they send to you include ANY details, disclaimers or other verbiage that a possibility exists that you might not have a car to rent despite the reservation. 4. Unbelievably, the clerk told ME that I need to reach out to Hertz to request that they include such a disclaimer. (not that they would look into it to improve customer service). The customer needed to take action to improve their crappy practices. 5. They send you an email making YOU confirm the reservation 24 hours before. 6. They do not call you and inform you that it is YOUR responsibility to call and see if there is a car available to provide for your reservation. They would not shoot me a quick call to say a car became available to fulfill the reservation. 7. They ask you to call THEM to check on availability regarding your reservation. 8. They don't bother to notify YOU in ANY way that there is not a car for you to pick up despite your reservation. 9. They verbally defend this practice and this deplorable customer approach with no apologies. 10. They clearly don't care if you have obligations, responsibilities, business dealings which require the vehicle they confirmed to be reserved is available or not. I would strongly consider doing business with someone other than HERTZ and definitely stay away from this location. They are inept. read more

They don't refund your money when returning early, but rent it back out to another customer then says that they will refund then doesn't. They require full payment then says they won't refund because it's prepaid in full.they lie! And pull a Bernie ponies scheme! Never will I do business with them again over $ 150.00 read more

Make sure you show up with a credit card otherwise you won't be renting a car. Really stupid considering there are people who don't want to have a credit card. Employees were zero help and did not care at all. Every solution around the problem they shut down and said they couldn't help me. Rent a car from somewhere else. read more

I rented a minivan from Hertz in Overland Park, KS, in February 2021. After having the reservation for two months, I arrived at the facility to be told that they had no vehicle to give me as it had been returned damaged. I understand that can happen, but I got absolutely no notice. They said I should call around other rental companies, but it was 5:00 and I needed the van by the next morning. How could they not even give me a call to notify me of this change?! After a half hour calling other companies, Hertz finally said they found me a van at another location, 45 minutes away. I had to drive that 45 minutes there and back to pick up this other van. Ok, that's the first reason for the one star. Next, while driving the (second) rental van, I'm having great difficulty in the snow. When I check the tread on the tires, I realize they are all at 1-2mm!! This is absolutely not safe, and this vehicle should never have been rented out in the first place! Two of us in the van were pregnant, and we were all very stressed while driving and sliding through the snow. We called Hertz emergency service, sat on hold for an hour, got transferred to another representative, were told they would give us a call back in 30 minutes, and never received a call back. Needless to say, I'm livid with Hertz's service. From not having a vehicle at first and receiving no notice, to having to drive across the city to pick up another one, to receiving an unsafe vehicle with no tread on the tires, to not being able to get a hold of any type of customer service... this whole experience was absolutely outrageous. For your own safety and peace of mind, I would look for a rental elsewhere. read more

We had a good experience at this location. They have better hours than some of the other options (open Sunday). The employee we dealt with was professional, and friendly. We did not have any wait with our transaction, and will likely rent from this location in the future. Location is clean, and in a safe, suburban area, with a big parking lot if you have someone dropping you off, or waiting with you in another car. It is near many hotels along Metcalf Ave, and not too far from the highway (I-435). read more