If I could do zero stars I would. The trunk was disgusting! They made us wait an hour to drop off a rental car read more

Hertz Rent A Car - This is how the car was given to us. On top of terrible customer service! - Car Rental Near Me

They're going to charge you a bunch of fees at the end. It's ridiculous. I've been renting cars for a while now.

I loved the car I got but was extremely disappointed when I was charged for 2 options I declined and they charged me an additional $30 per day for the vehicle from what I booked it. Charging me over $250 more. I had to call customer service to get this fixed. Make sure you are double checking when telling the desk service your options you do and do not want and double check your bills or they will try and overcharge you per day for your vehicle. Very disappointing.... read more

I frequently use this location and it is routinely slow. Their system is slow and doesn't benefit any frequent renters. Renters that use the regular line have to wait a second time for keys. Frequent renters have to wait for all of the "second" waiters to clear before getting help. Frustrating and counter to any sort of return renter program. read more

Poor service and employees was rude! They was on the phones the whole time , was not reliable for renting a car!

Krystal at the front desk in the airport is very rude. After a long morning of car troubles, finally finding a car, then her attitude about the whole situation was not needed. She saw 2 younger individuals needing a car and wanted to make it as hard as possible, even though we met every requirement needed. The men working in the garage were absolutely amazing, they were so kind and accommodating! They got us our keys and car within minutes! Would truly not recommend using them if you're already having a rough day. read more

Customer service is absolutely the worse. Every agent I spoke with today at the airport was rude and wouldn't help me with a toll problem. Not only the airport personnel but the 800 # customer service people too. I will never rent a car from Hertz again. This has to be the worse customer service experience of my entire life. Unbelievable how these agents treated and provoked me. read more

Minus 1 star due to the car having 7/8 of a tank of gas and personal affects left behind from previous renter. Car was ready as soon as I landed using the gold member status and was sitting in the drivers seat in less than 20 minutes from leaving the plane. All workers interacted with were nice and drop off was simple and was on my way in no time. Don't feel that the negative reviews left on this site reflected my visit. read more

They are very very slow. Employees are constantly either walking away from the desk or talking on the phone while the line of people with reservations is about 30 deep. read more

Picked up my car on 5/21/24, asked for a Chevy Equinox and was given a GMC Terrain. Supervisor/ Manager on duty snatched the keys from my hand, as she was looking for this set of keys, then told me to wait by the Hertz stand in the garage. When she returned she gave me the keys to another GMC that's all they had left. My daughter was sick, I needed to take care of her needs first, I took keys and left. I fly into Pensacola every three to four months and stay at least a week or more. I will "never ever" rent another car from Hertz or its affiliates. The unprofessional behavior of that supervisor/manager was uncalled for and I will be taking my business else where in the future. read more

I have used hertz several times to rent cars and have never had as many issues as I had at this location. Not only were the employees unorganized but one of them was incredibly rude to me and if some of the worst customer service I've ever had. Given that they have incredibly high rates during the summer, I would hope they would be a little bit more polite to their gold numbers but Christa was absolutely horrendous at helping me have a successful rental experience. She was very rude and dismissive of my asks for help and combative when I asked her for other options on getting my rental that I had already paid for. After this experience, I don't think I will ever rent from Hertz again and I hope that people like Christa learn how to treat customers better. She basically told me to go ahead and cancel my rental. Not helpful in the slightest!! She also never had her mask appropriately on and had her hands in her mouth multiple times and was touching customers credit card the computer etc. You can see in the photo that the unsanitary practices are also potentially dangerous to customers. read more

Hertz Rent A Car - This rude employee Christa was disgusting and kept putting her hands in her mouth and touching people's credit cards and the computers etc. - Car Rental Near Me

Before my trip I made a reservation. Come time to pick it up, they couldn't find it. Made me get a different car, charged me for the protections I said I didn't want. Horrible customer service. read more

Never rent a car through this franchise. I rented for my wife through Priceline.com and this Hertz was an option, however when she showed up they wouldn't honor Priceline's policy and she was SOOL. I understand if they have an airport policy, but why even allow business to be done through Priceline? They guy at the checkout counter was no help, talked back, and treated my wife and me (over the phone) like the idiot. Terrible business practice. read more

Called the desk seven times because I needed assistance urgently, and nobody picked up a single time.

I couldn't give zero stars. There is a line of probably twenty people long waiting for the Gold Plus. There is only one lady working and she is completely oblivious to the line. She has spent almost 30 minutes with the first people in line. She's having a great time, telling stories, chatting about the cars. The entire line is frustrated and rolling their eyes. At this rate, everyone will give up or plan to wait hours and hours to rent a car. read more

Had to wait 1 hour in line to pick up my car rental. The other 6 car rental places got through their lines in 30 mins. So after a long flight if you enjoy waiting in line for a long time to extend the joy of traveling rent from here read more

Don't come to Pensacola during the spring break. Teenagers have no idea how to rent a car. The agent have to teach them 101. It took them 20mins to finish the paperwork. Google it before renting a car. Or parents should help them figure it out. Btw rich parents send their kids to Europe. Only poor kids do Florida. read more

The worst. Poorly managed. No one answers the phone. Booked on corporate credit card for work travel. Charged my personal card. Agent made it a big deal to correct the error at the counter. Service is inconvenienced by assisting. Cancelling Hertz Gold membership. read more

I rent from Hertz weekly for work and I must say this was the worst experience ever. They overcharged me for my rental. They added 2 days on my actual rental and charged me for it. They also charged me for fuel when I filled it completely before returning the vehicle. I will never, ever rent from them again. I attempted to call them multiple times, but all you get is automated messages. Stay away from this location, the service is horrible and they are scammers. read more

Not sure how this location has a bad rating. I just went there without a reservation and got exactly what I needed in under 10 minute even with a line. Helen specifically took care of me which I don't know her position there but she knew everything and was so quick and efficient! Very impressed especially considering how busy they can get read more

I've rented many cars from many places and I don't think I've had an experience as horrible as I had with this Hertz location. First of all when I picked up the car it was almost an hour wait, with only two people ahead of me. When I finally got up to the counter it was a bunch of side conversation with representative, when it was late and all I wanted to do was leave the airport. Finally got my car, and there was minimal damage (kind of looked like paint on the trim) so as I've said with renting many cars, I know to take photos of the state of the car at pickup. The car drove fine, except I got a warning on the dash that the car needed an oil change immediately almost right after pickup. The real problem comes after I dropped the car off. They took my whole deposit ($200) and then some! I look at the bill and I see $250 for outside cleaning of the car!! I always wash the outside and clean the inside of the car before drop off. So this was extremely off putting, I called customer service, stayed on hold for about 30 minutes, and finally spoke to a rep. She must've had a long day already of people complaining because she put in for a refund without any question. If this is how Hertz does business and prefers to scam paying customers, I will NEVER rent with them again and I'll tell all my loved ones to never rent with them as well. Car renters beware! read more

SCAMMERS - CHARGED 3 TIMES ORIGINAL PRICE and no one will answer the phone. The sign said to leave the keys in the car when returning. We asked the 3 people working if that's what we were supposed to do and they said yes. They watched us walk back to the car to put the keys back in it. They asked which car and we told them, the make, model, and license plate and pointed to it. We get an email a week later with a receipt for over $1,000 instead of the $300 something it was supposed to be. They charged us for 2 weeks, instead of the 1 week we were in FL. We were back home 1,500 miles away during that second week and the car was where we left it, at the airport JUST as they told us to do. They also charged late fees and a recovery fee. We've called multiple times and there is no way to talk to an actual person. We are disputing the charges, which has included hours of phone calls, saying the same thing over and over agin, and multiple forms. Their rating on Google is horrendous because scamming people seems to be their norm. *IF* you use them, and I strongly suggest you don't, record the car that you're returning, where you leave it, and the employees telling you that you're all set and tell them to send you the receipt immediately. I so hope that at some point they face real consequences for all of these scams. They have scammed enough people for a class action lawsuit. read more

Rented 2 weekends in a row. First week I agreed to an upgrade, and I was told several lies. The first car was not new, The car had damage to it that I was not made aware of and also had a very bad sour smell of BO or something. I literally went straight to advance auto part to by an air freshener. I took a video of the damage just in case, notified the staff but was never moved to a new car. When I returned the car I called customer service and was LIED TO AGAIN. I was told I would receive 1900 point and I confirmed with the lady that those points were good for 3 days of a rental of a large car or smaller. When I got to the desk to check out the 2nd weekend I found out that 1900 points is good only for one day. I accepted the offer which I regret tremendously!!!! So I go back this past weekend to give Hertz another try. I booked a Large car on the app where it say during the reservation process that your point can be added at the desk as that option to use them on the app was grayed out. When I got to the counter to pick up the car I was told point have to be done online or on the app which is false. I did a mock reservation right there at the desk and showed the manager first hand that in facts in black and white it says points were added at the counter when u pick up the car. Being speechless she then attempted to tie me to committing fraud by asking me who do I know that works for us? How did u get this code which is a friends and family code. I offered to call my great friend who is like a brother to me and I did that for her. Upon handing the manager the phone she didn't even confirm who he was or anything nor who I was to him so this lady is just walking failure of customer service and a petty liar not wanting to get caught up. I'm deeply offended by my experience with Hertz and this location at Pensacola airport specifically. Hertz as a company clearly has contradictions in its policy's that literally keep ppl running around in circles. I'll be calling customer service again to today to lodge a formal complaint and will be demanding to be made whole. I am genuinely surprised this place has a 2.6 rating on Google and not lower read more

I am a Hertz Gold and a world traveler. Some of the worst service I have had at a Hertz counter was at Pensecola. Why does a Gold Member have to wait in line? Most times I just walk to a Gold row and pick my car. Why wasn't there a car ready? Then they tried to "give" me an upgraded car and then tried to charge me $400 for it (he tried to hide the contract but I am not that stupid). I don't know if it was an intentional act, but it felt very sketchy. Oh, and the car I finally received was beat to hell. read more

Don't rent from here! They will steal from you any chance they get. I got an suv that smelled like smoke, I dont smoke, and when I returned it, they want to charge me $480 for vehicle smoke damage? You didn't even go over the prior damage beforehand so how can you prove it was me? You can't. And it's impossible to talk to anyone there. read more

If I could choose a rating lower than a 1 star, I would! LESLIE, The attendant helping us, was of NO HELP! She was RUDE and completely unprofessional. Her attitude affected all of the other workers and was a cancer. She also was not wearing her name tag(I'm sure that was intentional, as I'm sure she gets many complaints) so I had to ask her for her name. I had a temporary drivers license, which stated cannot be used for photo identification, but I had my passport for photo Id. She said she couldn't take that. I walked away from the counter and decided to ask for a manager. When I did, she was very rude with her behavior. She also didn't bother contacting him either, letting me wait 10 minutes. When I went to the other agent, to asked for her to contact him, Leslie rudely interjected by saying very loudly that she is with a customer and was going to call him when she was done with them and SHE WILL CONTACT THE MANAGER WHEN SHE IS DONE! first and foremost, a customer should never be spoken to like that. The other agent told me that she had texted him for me and he was on his way. When the manager came, he went into the back room with Leslie. When he came to speak with me, he had a bit of a chip on his shoulder and when I asked him to get his boss because he also would not help me, he actually said..."uh, it's his day off, but ok I guess I will bother him!". After waiting another 15 minutes, he did come out and said that I COULD be added to the reservation after all. He did help me, however, I don't think the comment about his boss was appropriate and certainly not my problem. My issue was really with Leslie and her terrible customer service, and behavior. If she worked for me in my business, she would be fired. I will not rent another vehicle from Hertz because if her. read more

Normally it's never a good experience with these rental companies but Anna was super friendly, fast & efficient . Not too many cars available on the weekend but she still quickly got me in something that fit my needs . 10/10 customer service. read more

I rented a car in Pensacola for Labor Day weekend and it was INFESTED WITH ROACHES. I called to try and get a new car or to reach someone and I couldn't get anyone to pick up and the voicemail was full. I was 2 hours from the airport and it was a quick trip so I did not have time to drive the 4 hours to swap out the car. Turns out I didn't get to use the car as much as I'd like and when I did I had to watch 100's of roaches scatter before I sat down. In an effort to drive it back to the airport with less roaches, I bought traps and set them the night before. I was disgusted when I found them. When I told the airport counter what happened, I got $100 off BUT I NEED A FULL REFUND. I had my mom and daughter with me and it was something we'll never forget. Hertz also offered a $50 gift card but I'LL NEVER USE THEM AGAIN! read more

Hertz Rent A Car - My recent rental was FULL OF ROACHES. I set a trap so I could drive it back the airport. DISGUSTING. Never renting from Hertz again. - Car Rental Near Me

Afte two times trying this location, we will never rent from this location again. Unorganized, lacks communication, longest wait times I've ever experienced, don't know how to plan for capacity, under staffed and overbooked. Never again. read more

Waited over an hour for my car. Couldn't use gold check in because my reservation was booked through a travel agency. The wait was as long as my flight. You have been warned. read more

As a Hertz Gold Member, I'm very partial to renting from Hertz. I enjoy the ease of picking up your car from the gold member area without all of the paperwork, lines, etc. This location was no different...very easy in/out process. The cars are located in the parking garage across the traffic lanes from the baggage claim area. I was literally in my car less than 3 minutes from picking up my bag from the baggage claim carousel. Thanks again Hertz! Return Factor - 90% read more

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Do not use. Ordered a suburban and instead we were greeted with the car not being ready and then they gave us a Tahoe and we waited for an hour to even get that. Only rebated is $50 and now we have no room for our luggage in back! The workers are friendly but clearly not on top of their game when it came to having everything in order! read more

Slowest car rental I have ever had to deal with. The flight was shorter than the time it took to get our reserved rental. Don't book with hertz at this location. read more

First and foremost, they owe me $529.00 since September 2021, and they know it! They have told me they would refund my money multiple times and I even got confirmation numbers. I went to the office as well and was told the managers were dealing with a crisis and could not speak with me. I was given a number to call one of the managers and have called everyday with no answer and a mailbox that is full. I have never sued anyone in my life, but I can see why people do it now. I would never want anyone else to ever have to go through the experience that I am still going through. The worst experience I have ever had with a company!!! Non-existent customer service and lies when you do get someone. RUN!!!!! I even have a hard time giving it one star so it can be posted. read more

Never rent from Hertz in Pensacola They don't understand a reservation--Seinfeld in real life! There are about 30 people in line at the counter right now and line not moving. We're Gold members and usually always rent from Hertz because you don't have to wait in line Guess the Hertz here doesn't understand their business terrible experience read more

Hertz Gold member here. Rented a car for a month through USAA. First, don't return the car early. They charge you for the whole month, unless the weekly or daily rate is cheaper (it never is). The car was a VW Beetle, which was terrible. The trunk did not pop (had to be opened manually) and the blind spot warning did not work. Second, beware of the 'plate pass' toll program. We went over the Pensacola Beach (Bob Sykes) bridge 25 times at $1 each during the month. Sunpass will charge a $2.50 monthly admin fee plus the tolls (that equals $27.50). Hertz charged us $131.10! I called to gripe and they told me there was a charge of $5.95 for each day. My agitation caused the gent to refund 50% of the service charges, but that is still $78 for about $30 worth of tolls. If you are going to go across a $1 bridge, you are better off registering the car with Sunpass and letting them bill you. I think the most annoying thing is that I wasn't warned about this up front. read more

Only because I can't give negative stars or no stars. There is not one phone in the entire company that someone will answer. The counter agent said they don't want to be rude and answer the phone while with a customer. Lol. Then they lie about refunding some money that never happens and still no recourse. HORRIBLE horrible customer service. I hate using the words customer service in the same review as Hertz. read more

People are friendly enough, but the location is not well managed. The garage booth is routinely closed, even while competitors booths are open. I brought up my disappointment with staff and was greeted with argument and excuse. On this occasion I was given a key to the wrong car which lead to further delay. Some staff are very polite, interested, and efficient, while other staff are just a chore to deal with. Overall, this is one of the less desirable Hertz locations. I deal solely with Hertz, but I'll consider other venders rather than use this location. read more

The most unprofessional location for a company that used to be great. Zero customer service and they will absolutely rip you off. Avoid at all costs. I have been renting for 30 years and I will never use hertz again. Avoid. And do not trust them when you return the vehicle. MAKE SURE YOU STAY UNTIL THEY SCAN, they will rip you off! read more

Just returned my rental walked to catch my flight. I get my email receipt along the way to the plane and it's over $800 instead of just over $200. Naturally I call billing thinking it'll be an easy fix and was an honest mix up but instead I was met by long holds, rudeness, and an end result of "we'll look into it but I can't give you anything solid now. Just wait 3-5 business days and see if your credit card statement is correct!" No confirmation number or anything offered to verify the receipt of the massive over charge. I think I'll forgo waiting the 3-5 days and just turn this one over to my credit card's fraud department and save myself a few extended phone calls. read more