It's 9:45 and the Hertz hours are 9-12p on Saturdays. There is no one in the store or answering the phone inside.

Reservation in hand and turned away. Richmond W. Broad St. My wife, service animal and having to go to the airport to pick up a vehicle. Several ppl turned away other than us. Staff has a I could give a mess attitude. From other customers this happens quite often at this location. Do not count on a car at this location. read more

Hertz: Cold, Bureaucratic, and Uncaring - Especially With Veterans My recent experience with Hertz's damage claim process has been extremely negative. When my rental car was hit while parked, I was told by Frankie Stafford (Recovery Specialist, frankielou.stafford@hertz.com, 405-749-6130) and Gary Hayden (Supervisor, lhayden@hertz.com) that I had to pay over $2,500--even after my card insurance paid $700. Instead of helping, Hertz staff repeatedly pushed me toward monthly payment plans or one-time settlements ($2,100) but refused to pursue the actual responsible party or provide fair support. Even after escalating to President Gil West (gil.west@hertz.com), all I got were form letters and demands for payment. As a disabled veteran and loyal renter, I found Hertz's approach dismissive and unhelpful. I've moved my business elsewhere, and would strongly caution others to reconsider renting from Hertz. Their customer service feels more like debt collection than actual support read more

Through Capital One Venture, I automatically become a 5 Stars Hertz member. I've had this membership for over a year now and used it on multiple occasions. Today, I went to pick up my standard SUV rental and brought my significant other along so I can add him as an additional driver. With my membership level, adding him on as a driver is a no additional fee service. When speaking with the staff member, he told me that to add him on would be an extra $25. I told him my member status and that it is covered, no additional cost. He told me that this was my first time using my memberships as just a gold member. Not true at all. I showed him my membership on the Hertz app and the points I have accumulated since the membership. He kept telling me over and over that I had never rented from them and that he still must charge me for the additional driver. Both my significant other and I are now mad but I eventually accept the charge because the regional manager said she could not comp the driver in how it is in the system (Pretty sure she just didn't want to do it because they had 3 people waiting behind us), and that its Saturday at 10:30 AM. The likelihood of trying to find another rental car company was very slim and we needed the car on Sunday. Now the Hertz staff informs me that it is an additional $81 to add him as an additional driver. WTF! 10 minutes ago, he said it is $25 and now its $81!!!! We get to the vehicle, and it is FILTHY!!! Bird poo is everywhere on it, and it has dirt grime all over it. The staffer does his little memorized speech that the vehicle needs to be returned with zero damages or else we are liable. He doesn't do the walk-through of pre-existing damages and just leaves us with the keys. We had to make him go outside to record all the damages. Now, driving the vehicle, I get a warning that the oil needs to be changed as it is at 0% oil life and that tire pressure is low on the front driver's side. Another thing to add to the list. I went through the vehicle even more at home and found trash inside. People rent vehicles to make them feel at ease when they are traveling on the road for long distances. You shouldn't have to do maintenance on the vehicle, that is the rental company's job. 1-star review from a 5-star member. read more

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All hertz locations in richmond and surrounding are absolute trash. I dont know how they all managed to do that. Each location has barely 2 stars. Yall and your corporate should be ashamed. I received a rental, electric - only charged to 26% (40miles). Told id be able to exchange the next day for a gas car- it came and went. They ignored my calls - hanging up the first two times. Still three weeks later no gas car. Ive had to sit in parking lots for an hour everyday to charge this stupid car to just get to work. Yall suck. Dont go here or to any location frfr. read more

I like this business I waited in line and the lady took care of me and got me a nice new car. Thank you :)

First time with Hertz was subpar. Filled out the 'no line' process on their app, found our car quickly, but it had not been cleaned (gum wrappers on the floor, dirt on the mats) and had not been refueled. Bottom line: had to wait in line after all, was offered another similar car and was told it was right across from ours (it was way down the row) so we lugged our bags there instead of anyone offering a more convenient way. Got to the exit station and waited until an attendant walked down to help. Friendly employees but they were not trained to handle this simple situation. Suggestion: apologize and bring the new car over to our position, perhaps upgrade our car too, and they needed more staffing read more

Very very poor service I don't want to visit this location. I dropped the car little prior but they charge hourly which is not good.

We have been renting cars from this location for years but will not be renting from them again. They rented us a car with a defective tire and then charged us a $300 internal cleaning fee that feels like a ploy to charge us for the tire, particularly since we put a covering on the seats and cleaned before returning. With other choices out there, we are never going back. read more

Unable to get anyone in the phone. Unable to speak to a live agent. Menu tree doesn't offer a customer service option. They failed to release my deposit to my banking institution. and I still haven't gotten it from two weeks ago. Will have to go talk to them face-to-face which is an inconvenience being that I live a distance. read more

Jusr arrived with my family to drop a car off. we purchased every option - top price, a good paying customer and they would not allow me to use their restroom before my Uber arrived. never again! I cannot believe a business would be so rude to a customer. From now on, only Enterprise for my family. read more

Hertz Rent A Car - Car Rental Near Me - Richmond, Virginia

My car died... I needed a rental. I booked online with this location. After getting screwed over in the fall by them not having the car we reserved I had my husband call to confirm they had cars. Glad he did because they did not have any... again!!! STOP TAKING RESERVATIONS FOR CARS YOU DONT HAVE!!! read more

Horrible service. They don't answer their phone, they don't answer their emails, service is slow to non existent. I tried for two weeks to exchange a longer term rental, and finally gave up. Go somewhere else. read more

I had a reservation yesterday and got to this location waited 45 minutes only for the rep to tell me they have no cars. She told me that they had no cars without even checking my confirmation. She then said " if you made your reservation today we have no cars. I said " ma'am what difference does it makes what day I made the reservation, I have a confirmation. I was told I would have a vehicle at 5pm today. It's 5:45pm and I've been waiting for almost an hour already. After a few back and fourth she went to the back and miraculously found a cord escape. Again the agent never checked the system nor the storage area for available cars she just told me they had no cars. I would never ever rent from this location again. And this was a business travel rental. Maybe I didn't look the park. read more

I am well traveled and advise you to stay away from this location. I picked up a dirty intermediate car for a business trip and was charged $399.00 PER DAY (without my knowledge) for the full rental time, on the day I drove off the lot. That was a $2000 charge! I had to go to Hertz corporate to get a refund as my total bill for the week was just over $300 total. Yes they overcharged me over $1700 from day one. That charge was so egregious it is not worth calling the local branch as something very strange is going at this location. Stick with the airport location. read more

Worst location I've ever been to. They have old high mileage cars that smell and have mechanical issues. They don't clean them to you show up which extends your time during pick up. The ripped me off when I swapped cars due to mechanical issues. Will not be going back at all!! Avoid this place at all cost.., read more

I was guided to give atleast a star that was no way deserving...the representative Maria gave me the worse experience after I've been renting from hertz for a years...I told her I didn't want an electric car and I wasn't familiar with it and besides I reserved a gas vehicle rental a month prior...I was only informed that there were only electric vehicles to rent while I was at the counter...at the end of my time ever dealing with hertz again...the car had to be towed due to the battery draining fast (within a 100-150 miles distance) and I was left at truck stop to only get a $50 budget for a Lyft to an amtrak station and hour away from where I was stranded...never again with hertz...especially at the staples mills location 8201...hours of wait and no solution help from customer service... read more

Rude staff, gives Hertz a bad name. Im president circle with Hertz. So i've been to many locations and unfortunately, this is probably the worst Rent-A-Car facility that I've been to. read more

Went to pick up our rental today. They REFUSED to honor our 5-star status, despite our reservation clearly stating our element status and points. We were told "there is nothing that can be done about it" and charged us for all the add-ons that were supposed to be included. We were given the keys to a car that had just pulled in. PREVIOUS CUSTOMER'S RECIEPTS AND IDENTIFYING INFORMATION. 0% oil life, One tire is at 25 psi after miles, covered in bird shit, and body damage that I had to go back in to make sure they documented it. They UNETHICALLY leveraged our need for a vehicle and the inability to get another before we left for a trip. The is was booked over a week in advance. See attached photos, UNSAFE. read more

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terrible experience, I wouldn't recommend anyone renting from the place. horrible customer service and very inconvenient. you are better off renting from somewhere else. read more

Came in with a reservation for a full size SUV as I needed that size to carry items for a work conference. Was told the size "was not available" and they would have to downgrade me, but no change in cost. When I inquired further, found out a larger SUV was available, but it would cost $40/day to upgrade. Desk agent said it happens all the time. Multiple times each day; reservations accepted with no cars available to fill them. Had to pay as I needed the vehicle. Desk agent told me the vehicle had to be cleaned. When I asked how long that would take her response was, "I don't know, I'm not cleaning the cars." At this point had already waited more than 30 minutes. Desk agent then told me she had to drive the car to the guy doing the cleaning. Asked her to get a time estimate. She returned another 7 minutes later and when I asked how long, response was (while laughing) "oh, I forgot to ask him." Returned the car today. Five people in line when the doors opened at 9AM. One person, same rude, inept desk agent, was the only person working. Took more than 30 minutes just to return my vehicle. Horrible customer service in a disgusting dirty office. Will NOT return. read more

As soon as we got in the car there was already a warning on the panel that showed that the tires needed air. We came to discover along our 10 hour drive how uncomfortable the seats were and all the weird sounds and warnings that popped up every few minutes with no apparent reason. The inside of the building looked dirty with an aquarium in the corner that looked like it had not been cleaned in years with fish still inside! I felt bad for the poor fishy. read more

Wish i could give 0 starts. I book a car 1 week in advance. I call 1 hour in advance and was told all they had was a Tesla. Ok fine. I get there and they say there is a bad brake light on the Tesla and cannot rent the vehicle. Then they told me THEY HAD 0 VEHICLES TO RENT. I had to cancel store visits for the rest of this week because of these total and complete MORONS who cannot run a car rental place. Will try to find a district or regional manager to voice my concerns over this. STEER CLEAR OF HERTZ (at least this location). read more

I reserved a medium size sedan through the website but ended up getting a 2019 Toyota Corolla with: nearly 52K miles on it, a sticker saying the car was cleaned to gold standard, snot by the driver's window, a Cheetos bag wrapper in the center console, damaged or missing parts, advice from Hertz customer service to work with the local office, and no one in the local office answering the phone during their business hours (and no option to leave a message). If this sounds good to you, then you'll enjoy Hertz at 8021 W. Broad St in Richmond. read more

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Buyer beware. Needed to extend the rental. This location on West Broad in RVA forwards their phone to the national desk. The national desk recording states you need to call the local office. Runaround. read more

TLSS: If you need a rental, don't book here. Hertz will cancel your reservation the day before the scheduled pick up date because of a mismanaged fleet. My fiancée and I booked a rental car online two weeks in advance for our wedding and honeymoon trip from this Hertz location. Hertz called me at 5:00pm the evening before we were supposed to pick up the reserved rental car and told me that they had no cars for us, and neither did any of the other locations in the area. The representative directed me to call the customer service line. When calling the customer service line, the customer service representative said that it was impossible to do anything for me since the reservation had been cancelled. I explained that the reservation had been cancelled not by me, but by the local Hertz representative who had just called me. The Hertz customer service representative continued to blame me, saying they could do nothing to help. We ended up having to book a last-minutes rental reservation from a rival company that cost $150 more dollars than the original Hertz reservation. Hertz failed to provide us with a reserved rental vehicle on the weekend of my wedding and did nothing to remedy the failure on its part. read more

Worst rental car experience ever. I rented a car today, took an Uber to pick it up and said that I didn't get here to pick it up fast enough! Apparently, i was supposed to call THEM to let them know i would be here at 4PM instead of 12. WHAT THE HELL ARE RESERVATIONS FOR??? The guy at the service desk said the only vehicle they had left for rent was a Tesla at $200 per day. That was a lie. WE STOOD THERE AND BOOKED ANOTHER CAR AT THIS SAME LOCATION RIGHT AND THERE. THIS ANNOYED THE GUY AT THE COUNTER, WHO STATED THAT HE DIDN'T NEED MY ATTITUDE. My attitude? Then "counter guy" tried to "trip us up" by asking if we had a credit card. You want to know what racism looks like? When I asked the manager (Sarah) if she was going to intervene, SARAH REFUSED TO RENT TO US - EVEN THOUGH WE HAD A RESERVATION. It's no wonder why the location has the rating that it does... read more

I ended up at this location after settling on a hotel in the area. I noticed it would be pretty easy to take public transportation almost at the front door so it worked out great. The check in process to pick up a vehicle is pretty simple but you can tell it's not a full service location like that of one at the airport. The agent attempted to charge me a full extra day for showing up a 1/2 an hour early, but when I called her attention to it she adjusted my pick up and drop off times so I would still be paying the same amount as my reservation had stated. I think that's a little weird, and it could have been adjusted before I had to ask, but Hey here we are. The car was still kind of dirty so I sanitized it before sitting down. There were small superficial scratches but I got it all on video, if if was an issue. Otherwise it was fine and definitelya great option for my next visit. I was able to get in-and-out in less than 10 minutes on arrival and departure I wish they had a public restroom because people are surely in need of one if they are cutting it close on time. read more

I rented from this location via Priceline for a family trip to New England. I reserved the car for a week and was due to pick it up at 5:00 p.m. I arrived at the location at 5:05 and the door was locked. I looked inside and saw no one. I saw on the door that 5:00 was closing time. I went back to my car to call Priceline to figure out what to do and then saw a Hertz employee coming out of the store and locking the door behind him. I went up to him and said I had a car reserved for today and he said "we close at 5:00." I asked if he could help me and he said "I already shut the computer down." I asked him what I should do and he said "come back tomorrow. We open at 9." That was it. No effort to help. Fortunately, I hadn't yet paid for the car so I canceled it completely. NEVER AGAIN. read more

Did not have my reserved vehicle first day. Promised correct vehicle next day. 2nd day didn't have my vehicle . Management was awful, no apology, no cares. I got stuck with electric vehicle for 5 hour road trip. They left no adapter or charging cord to make charging easier. Never rent from here again. Horrible customer serve ​ read more

I wish there was an option to not give a star at all because that's exactly what I'd rate them - a 0. I have been dealing with this atrocity of a rental car company since last year. My insurance company sent over a reservation request in December due to an auto accident I was in. I was told repeatedly by this particular location that my rental was confirmed and even had the reservation to prove it. I was told LAST WEEK (February 2025) that my reservation for today 03/03/2025 was CONFIRMED for a 1230pm drop off at my auto repair company. I called all morning today to confirm - no answer. Then when someone finally answered, they put me on hold for more than 30 minutes and never came back to the phone. Then I called seven, yes seven, more times and guess what? I literally heard the staff answer the phone and hang up. In order to try to get some type of resolution, I had to drive up there in person and ask where was my rental that was supposed to be picking me up at 1230pm today after I dropped my car off to get repaired. The manager told me 'oh we canceled your reservation'. I received no email, phone call, or anything telling me the reservation was canceled. She then LIED and said it was canceled on January 15th 2025 which is false because I had a confirmation in my phone proving that I was confirmed well after January. She argued and accused me of not being truthful. When I asked why it was canceled she said it was because they called me and didn't receive an answer. I returned to my office and checked my phone records on the dates she claimed they called and guess what? No number matching their office number is in my call log or phone records. She then said 'your voicemail wasn't set up so that's why it was canceled.' BS! I've gotten plenty of messages to my phone so how is that the case? When I pulled up, three employees were just standing around outside doing NOTHING. Once I walked in, two of them came in and the manager had to be bought inside to handle business, which she failed to do. Sadly, another woman was waiting 2 hours for her rental because they screwed her over too. I hate to say it, but when I saw that the staff was all black, I immediately knew it was going to be an issue and I say this as a woman of color myself. All black establishments have a reputation of being unprofessional, which they were; no sense of urgency to fix anything, they make excuses and they fail to do their jobs properly. I wish I could switch to a different location because this one is downright lacking and ghetto and it's said to see my people of color handle business this way. Do not use this rental car location - go to a more professional one in a less urban environment/area. I will be telling my insurance company to send me to a different location after the ghetto foolishness and lies I had to deal with today. read more

When I told a friend I was set up by my dealership to rent from Hertz she sent me the following article which I laughed off, but wow do I wish I had seen the red flags: https://www.inc.com/jason-aten/a-twitter-thread-about-a-hertz-rental-nightmare-went-viral-its-everything-wrong-with-how-companies-think-about-their-customers.html I picked up my rental car the same day I dropped off my vehicle to be serviced. I drove about five minutes away before realizing one of the dashboard warning lights was on and the cars back right tire was marked as low pressure. I turned around to inform the Hertz staff and see if they could take a look, but they told me it was due to the dramatic temperature changes, not to worry about it, and to come back in if it was giving me trouble. Allegedly a women had just returned her vehicle for the same reason. Ultimately they did not inspect the vehicle. I drove home and ended up manually checking the tire pressure myself and was able to confirm the back right tire had half the pressure of every other tire so I returned to the store two days later to let them know. At that point they took the vehicle to jiffy lube to be inspected and came back to tell me there was a nail on the outside of the tire that was not patchable and I was responsible for the cost. The individual who shared this news was one of two people who had told me the day I picked up not to worry about it. The company had images of the car the day it was handed off that would have reflected this nail as well as the dash light having been on and proved it came in that condition. Knowing this I ended up pushing back that I would not pay and the other employees agreed after 15 minutes of back and forth, but it was a very unpleasant. When they finally switched my vehicle I did not even feel comfortable taking the second car home due to the initial experience. I don't like to make assumptions, but at the end of the day I feel like they were trying to scam me. It did not help that at the same time I was attempting to return the vehicle another woman was also told there was a nail in her tire she would have to pay for. I would not recommend working with this Hertz location. read more

Worst customer service ever. Not only are the employees rude they are also lazy. So McKenzie was helping me and was unable to because she didn't have the knowledge to do so. Sarah the manager then came to help but was unable to and told me to call the 1800 number for help..like what's the point of you even being there if you don't do anything besides telling me to call. Why couldn't you call in and assist like most corporate companies do? Go elsewhere for a rental car. read more

Avoid this rental location. The agent was helpful but the cars are in terrible condition, they weren't ready and said they had no alternate options even tho there was 50 cars there. I had to wait a half hour while she cleaned a car herself. This is why I don't rent from local offices but this was worst than most. I'm Presidents Circle too and they're usually accommodating but the experience was terrible. read more

Renting a car can drive you crazy... especially when it's because your vehicle is in the shop. We went to two other rental stores that had no available cars. When we walked into this Hertz on Broad, I thought, why all all these car rental places dingy, sparse, and dirty? (Yes, I like the Oxford comma.) A little decor goes a long way guys! But I needed a car, so I focused on the matter at hand. They had one left, a Nissan Pathfinder. Did you know that the price of a car rental depends on availability? Supply and demand? I didn't. They wanted over $200 for one day! We went outside and called a few more places... "no, we didn't have a reservation, our car just broke down". No luck. Desperate times calls for desperate measures. So we rifled through our wallets and pulled out all our discount cards... AAA, AARP, you name it. We were able to whittle the price down somewhat, but we still paid a pretty penny, $143! That "hurts"! And be careful about their fuel policy if you are only using the car for a day or two. Fill it up yourself. You get charged for the whole tank even if you don't use it! That wasn't explained to us properly, so initially we were charged an extra $20 for gas which they deducted from the total at check out once we questioned the charge. But if I hadn't reviewed my receipt, we would have paid $163!! Frankly, I wouldn't come back here and next time my car is in the shop, I'll call an Uber, or rent a U-haul truck, it'll be cheaper! (The representative didn't like his job, but he was trying to be helpful, and his hands were tied, so the extra star is for him!) read more

Hertz Rent A Car - Car Rental Near Me - Richmond, Virginia

Horrible customer service you make a reservation and they sorry we can honor your reservation. Don't book from this place. It's a rip off they just do bs! read more

My family and I reserved a vehicle from Hertz on Thursday for a pick up on Saturday the 7th. When we got there the vehicle was not ready, the employees were cleaning the inside but the outside was filthy, and had very little gas in it. When we asked if we could receive a different car, due to the fact the our car wasn't ready and we had been there for for quite some time. The female worker began screaming and cursing at us. She then proceeded to tell us that we should be thanking them for even cleaning the car, and that if we wanted it clean we could wash it ourselves. She stated that she was going to voided our contract sense we were ungrateful, when we had already paid. Our weekend trip that we had planned had to be canceled because we stated the condition of the rental car. We were left left standing with nowhere to go and all our appointments had to be canceled for a four hour trip. To make matters worse she told her manager that we had her backed into a corner after asking her if she could write her managers name down. This was the worst service I have ever had with this company. I called the police just to get a report. She lied and said her Manager was a man but in the phone it was a woman. I have video of the incident. I believe we were treated this way because we were black. Simply despicable for a senior citizen to be treated in such a manner. read more

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Had a vehicle reserved several weeks in advance, showed up on time, asked to pick up my rental, told they didn't have my vehicle. I needed to get to a conference out of state later that day, and didn't have time to start shopping for another rental. Didn't get much in the way of apology or alternative options. Avoid this Hertz unless you want a headache. read more

I rented a car from Richmond Airport and dropped it off at Hertz on 8021 West Broad St Richmond Va. I gave the guy the key he went outside and checked out the car. He came back inside and said he could smell cigarette smoke and there was dog air in the back seat. I told him I don't smoke and when I picked it up at the airport the backseat was dirty. It's ridiculous he wanted to try to make an excuse so I will get charged $400. Never renting from them again. Very bad experience!!! read more

This company does not conduct a trustworthy business. They will take your reservation, take your money, and when you arrive be sure they will not have a car for you. This Company os dead to us!!!! Guys use TURO!!! read more