It gets 1 star ONLY because I have to. We made a RESERVATION two months before we needed it. Because we knew it was Spring break week. Let's look up that definition. res·er·va·tion noun the action of reserving something. We reserved a medium size car only to get there to pick it up and they had nothing for us!! Jessica said that they have a fleet of cars the come through there and have no control to what comes through. Please tell me again why we RESERVED a car? So she offered us a DOWN GRADE to a small Ford focus. Not to mention a dirty Ford Focus. There was dog hair everywhere. They had not even cleaned it. She basically said take it or leave it. extremely RUDE lady to say the least. When she called her manager she asked him if he wanted her to give us the Toyota which was probably the one we reserved or the Focus. She hung up with him and said you have to take the focus. Unbelievable! We were SO irritated. We called all the other rental car companies and they had no cars available. So we had to borrow a car. They are unprofessional. DO NOT rent from them. They won't have what you reserve and they don't care. They really don't. That's the said part. We will never rent from them again. read more

My husband is a flight attendant who flies for a large airline in their Phoenix hub. We live in Prescott, and we travel very frequently. We have rented cars during our travels at least 20 times in the past few years. Never have we had such a terrible experience with, well, any company anywhere, not just car rental businesses. We reserved a mini-van on September 9 for our cross country journey beginning on Saturday, September 22. We got our reservation confirmation email literally seconds after booking the reservation. On Thursday September 20 we were driving near the Prescott airport where this Hertz is located. We decided to drive to the parking lot (it's a tiny, tiny airport) to see what kind of mini-vans they rented. They did not have any in the lot, so we went in to inquire. (Now, when I tell you it's a tiny airport, I mean TINY. They have 2 flights per day on the one and only airline that flies there. My husband was a passenger on the inaugural flight a few weeks ago for this airport & airline. The Mayor of Prescott was on the flight along with a bunch of local dignitaries & my husband. They had music and food & drinks served to guests in the terminal. A Prescott fire truck shot water from its water cannon over the plane when it taxied to the gate/terminal. It was a huge deal to get this airline service here). Anyway, we went in to the terminal to speak with the Hertz associate about our reservation. I told him we were just checking to see what kind of mini-vans they rented for our reservation in 2 days. He replied, "You have a reservation for a mini-van for Saturday? We don't even have any mini-vans. I have one coming in tomorrow, but that's for someone else." He said that there was no way he could get a mini-van for us and that "corporate" does this to him all the time" (booking reservations for vehicles that he does not have). There was an SUV on the lot, so we asked if we could reserve that one. He said it was reserved for someone else as well. We asked him "what about our reservation?" & he told us that it was "corporate's fault". So, we called (doing his job) Hertz central reservation line. We were able to book the SUV that was on the lot with a pick-up date and time of right then and there. Even checked in online & gave the credit card info. Went back to the counter & he told us that "there's no way in hell that I'm renting you that SUV". We asked him why & he said it was for someone else on Saturday. We asked why he couldn't give it to us today & get another in the next 2 days for the other people. He told us again that there was "no way in hell" that he was going to rent it to us. And that he was going to call TSA/security if we didn't leave. We did not raise our voices at all during our entire interaction with him. He was a jerk from the moment we walked in and said we had a reservation for the mini-van. I should point out that on this particular weekend our local car rental companies are nearly sold out of all cars, and none have mini-vans or SUVs. But we booked this mini-van weeks ago, so it should not have been a problem at all. We were left scrambling to get a van & finally did find one in Flagstaff at Alamo, about 100 miles away & for hundreds of dollars more. I can sincerely say that I've never had a customer service experience that was this absolutely disgusting in my life. Anywhere. Ever. This person has absolutely no customer service skills at all. He's a cretin. And Hertz has some really dismal business practices themselves. They apparently rent out cars left and right without actually having them available. (their central reservations reps who were trying to find us a replacement van/suv booked us several times with locations down in Phoenix, 100 miles away. Then the local agents for those bookings called us to say that they did not have any vans or SUV's available & they didn't know why central reservations booked them). Stay as far away from Hertz in Prescott, Arizona. It's a shame that Hertz is the only car rental in the Prescott airport. The passengers are sure to experience difficulties and grief here. Book at Avis, Budget, or Enterprise if you're needing a car in Prescott. read more

I don't even know where to start with this review. It should be 0 stars. I have a flight coming into Prescott in the morning and can't even rent a vehicle because Hertz doesn't even open until the evening. I'll be trapped and stranded at the airport until the evening when someone finally gets there to work. If you're going to have flights flying in in the morning you should have a rental car company that is open in the morning! read more

Employees here are great. Friendly, eager to please. The car I got for the week was a "managers special", and this was the first time I'd chosen that option. Thinking I might get some slightly cooler car at a discount (silly me) I got a perfectly 'fine' Kia Rio. The car was a little dirty, with a schmeary windshield, inside... and some sort of 'splatter' on the passenger side interior console and visor. A couple of stickers were removed from the exterior, leaving a nasty looking rectangle of goo on each front door. These are minor things, and I only mention them in an effort to ensure that if they see this review, they know there's room for improvement. O, yeah... No cruise-control!! I didn't know you could get a car without that must-have feature. It's my own fault for having set my expectations and not checked. Blue-tooth worked great, as did the Sirius Radio. A great value, and a good experience, overall. I always rent from Hertz and will continue to do so...I'll just ask a few more questions, from now on. read more

Not sure what occurred for the previous renters but my experience was fine. The car was ready, clean and ready to go. Staff treated me with respect and was knowledgeable. They were training a new employee and she did quite well. The system of photographing the car before leaving the lot was appreciated as I don't want to argue about door dings and such when I return the car. So far I'm pleased with the operation at Prescott. read more

This has to be the worse rental location I've ever dealt with. The staff is not only poorly trained they also lack the appropriate attitude when dealing with customer issues. We had scheduled a car and baby car seat a month in advance. Upon arrival found out "this location does not have car seats." The employee proceeded to tell us that it's not his locations fault that they didn't receive the message about a car seat. He printed out our ticket and it clearly said a car seat was reserved. The employee was rude and didn't understand the position they put us in. We wound up having to cancel our car rental. Don't rent a car here. Instead give yourself a swift kick in the balls.. trust me it will be much better. read more

Staff was friendly but not very knowledgeable. I've always rented from other places but this was on our way out of town and seemed easiest. The gentleman at the counter told me $200 would be held from my account and I was quite surprised to see $350 held once I reached my destination. Would have been nice to know this beforehand. read more

Just awful. Terrible service. Car smells like smoke. $14.00 a DAY to add a second driver? I'm sorry, what exactly does it cost them to let my fiancee drive if I get tired? Nothing. What a scam. And a "possible" $50.00 cleaning fee, with no information about when they can charge that. I called ahead to get information, and was given incorrect information. When I arrived and addressed it with the guy behind the desk he was pompous, rude and condescending. (I wanted to be the main driver, but I don't use credit cards, so I asked if my fiancee could come with me to hold the rental with his credit card, and I could pay with my debit. Over the phone they said yes, so I dragged my fiancee down there, and was then told no. When I informed him that I was told over the phone that this was acceptable, he rolled his eyes, and said "Well, nobody from THIS office would ever have said that." When I wanted to ADD my fiancee as a driver, it is $14.00 a day to do so. That is insane. It doesn't cost them a DIME to let him drive if I get tired, it's just a really jacked up way to tack on money. (And we all know about the outrageous 'insurance' costs.) So now my fiancee has to be the main driver, even though he has back and neck problems and didn't want to be the driver - he HAS to because it was his credit card. It's a stupid rule. If he is there to authorize his card and to authorize me as the main driver, why do they only allow HIM to drive? Bureaucratic red tape nonsense that does nothing but punish the customer. I rented the car because I needed to, but next time I'll take a shuttle to Phoenix and rent from another company there. Not only will I never rent from Hertz again, I would suggest nobody EVER rent from this dirty, backward office with the money-grubbing, rude, condescending desk attendant. (Pretty sure he was the manager, actually.) Just awful. AS AN UPDATE: When I returned the car - I DID have to wait 30 minutes while the attendant ran someone somewhere? - But when he returned, he was pleasant and helpful and checked me out without giving me grief like the first guy. Slight redemption. Still - this would be a last resort for me if need rental car in this area - I'd go to Phoenix and rent it. Yeesh. read more

Definitely the WORST experience I've ever at any rental place. The lady at the desk was rude and busy on what seemed like a personal call so I used the restroom... we finished about the same time but she didn't seem interested at all from the beginning . She continued to have an attitude with me and made a simple task an impossible one. This lady is a horrible representation for your company! Very unprofessional and out of line. Thank GOD enterprise has friendly employees. read more

i have rented from this location many times with no issues. the staff is always friendly and consistently helpful. my only suggestion is to NOT go through expedia or carrental.com but go directly through hertz. read more

Billing was messed up and the car we were rented had duct tape marks on all doors, which looked cheap and not what one expects when renting a new car. The car ran well and was beautifully cleaned inside. The price was ok, but the $200 deposit was not expressed in the billing of this car - we found out via our bank account. When the rental was returned, the HertZ billing took $200 more than they should have. We are still trying to get our money back on this. The woman was overworked inside the offices at the airport. She could not do it all without being stressed out. I will probably use another car rental company when I need another car. I am surprised thst this was such a messed up situation. read more

Great service at this location. The clerk was professional, friendly and very helpful. They went out of there way to make sure I got the car I had selected to rent. Thank you read more

Most 'service based' businesses are suffereing and Hertz is no exception. Not sure if it is the employee selection process or that in Prescott employee selection is limited. I've rented here for over four years. Until recent changes the service was excellent. There was sufficient staff and autos and I "never" had an issue or at least one that wasn't solved quickly. Now staff "does" seem overworked. Of late there is "more" staff so I'm waiting to see if it helps. I rent a car at least once every two months. Sometimes had a hard time getting one I wanted but we resolved that after some quarrels. Current staff is trying but not sure what headquarters does to help them. Have not shopped around as this is close to us. Suggestions: book early online, call a week before to be sure and then call 'one day' before to be even more sure. read more

If I could give 0 stars I would! They don't state the details of the rental to you and instead bury the important stuff on page 2 of the contract which I found AFTER their employee told me where to look. They might want to be sure to CLEARLY state the fees for returning a vehicle without a full tank of fuel rather than burying it in their "agreement" without mentioning it at time of rental. #hertzhurts #hertz Both main office and the office at Prescott Airport claimed it was "clearly" stated so I requested they both review the definition of that term. Anyone that rents from their office should be told that fuel would cost $9.99 per gallon if the car wasn't returned full, or offered the pre-buy at $2.11 per gallon (I was informed of neither of these options). I only found out when they charged my card over $168 (I was expecting about a $30 charge). Their office is closed most of the weekend (open 9 until noon apparently on Saturday only) so we dropped car in the parking lot. HAD their office been open they could have started to check us in, informed us of this, and we could have run the car to the local gas station and STILL paid about $3 per gallon, less than 1/3 of what they want to charge. Hertz will NEVER get my business again, and I will continue to spread the word of the poor service and lack of communication that they provided. read more

Reserved a full-sized car for grandson to drive from Prescott Airport to Santa Barbara Airport. He arrived at the Prescott office at 8; lady (sole employee) was busy with "18 rentals" she says and didn't show up behind the desk until 8:20, where about four people were ahead of grandson. When he got to the desk, they're out of full-size cars and she upgrades him to an SUV - and charges him additional rental for a total of an additional $24+. Kid is on a budget, so I say let's see what happened. I pick him up in Santa Barbara where we explain situation to Hertz folks who are sympathetic but say we need to call SB manager in the morning; he can make an adjustment. I call the manager, who doesn't want to talk to me because the contract isn't in my name (even though I reserved the car and they have my name on the confirmation). Grandson works outdoors; not within wireless contact all day, but manager still won't talk and says anyway, he can't do anything, that we should call the Prescott Airport Office, not the SB one. OK, so call the Prescott office and lady answers to say grandson didn't show up until nearly 10 a.m. But granddaughter drove him there and said they had to wait at least an hour before they got to the desk due to lady running in and out and serving other folks. Prescott lady says he should've let her know he was there so he wouldn't be charged for the upgrade. Rubbish! Not our problem her office is understaffed. I finally called the Billing office and nice lady credited grandson's account with half the extra charge. But will never darken that office's doors again and will probably go back to Enterprise for future rentals. Was quite amazed that such a large company as Hertz has two employees who seem completely inept at customer relations. read more

After the employee, Jennifer Marshall finished my paperwork to get my car rental, she sent me out to pick up the car in bay 6, but the key wouldn't work to start the car. Thinking she just sent me to the wrong car, I used the alarm button on the key fob to find the correct car and no car in the parking lot responded. Then I walked back to the rental counter and explained the situation, but her attitude implied, that she didn't believe me. She then went out to the parking lot to try it herself, came back, and said she was going to call someone to help her bring the car from another lot. She then told me that another guy was going to bring the car for me but I waited over 15 minutes for the car to show up and it never did. I went to her again, to explain the situation and she said I needed to be patient. REALLY???!!! By this time, I've waited over 40 minutes since I first showed up at her counter. Never once did she apologize for the extreme delay, but she was very rude and curt. Not going to use Hertz ever again - will use Enterprise in the future. Hertz has horrible customer service! read more

This was a horrible experience with Hertz. I will not use them again. My vacation started off by having to wait, along with 2 others for our cars. All 3 of us had reserved a car and paid for it in advance. Upon arrival at Hertz, there were not any cars available. The counter person was unapologetic and less than helpful. After more than an hour of wait time, I finally received my car. As I got in and drove off, we immediately noticed that the car was filthy and smelled badly. However, I knew there was nothing else available. The next day, as the smell increased, I had to return the vehicle to another location. Again after an additional hour of wait and frustration, I received another vehicle. Upon returning from vacation and speaking to the original counter person, no help or compensation was received. Just an absolutely horrible experience that I will never repeat. They have zero concept of Customer Service..... read more

Horrible service, I will never rent from this Hertz location again. I booked a mid sized car and after driving it for 15 minutes I realized I did not feel safe in this small of a car, so I called to see if I could upgrade to a larger vehicle. I was told I could and to bring back the other car. When I arrived back to the office, after having the car for less than one hour they wanted to charge me $45.00, for a car that was only costing me $80.00 for a 4 day rental. I asked if they could just cancel the contract and then I would be willing to upgrade and pay the additional charges for the upgraded vehicle but, absolutely no accommodations were made. I am a business professional in the community where I rented this car from and just could not believe the poor service I received from one of our local businesses. I will go back to Avis @ Gateway Mall, they treat customers like they want you to come back. read more