I will be frank we use another company that's closer to our place than come out to the airport to rent a car. It's inside of the airport at Arrivals. So you are dealing with people who have reserved cars prior to their trips and arriving at ROC Airport. The reservation for our rental was not made by us but by the company as they have an account and a discount. It's pretty easy to get to the spot but it's just the waiting. Here's the thing they only had two people dealing with a lot of people. One for us regular folks and the line for Gold/Executive Level or whatever it is. Do yourself a favor before reserving your car, use a credit card. Why? Cause it's safer and easier if you use a debit card it's all kinds of ridiculous mess. Listen I know life is tough enough but it took us forever waiting for someone who was doing that and it TOOK FOREVER. When we arrived the people in front of us told us that they had already been waiting for 20 minutes. Do yourself a favor and do your due diligence (meaning find out all the fees, restrictions and etc and or ask questions) After all the above mess the other people took a max of at least ten minutes or less. It would have been nice if the guy apologized for the wait but he upgraded our car for free so that was cool. A few things if you intend to be later with your car.. let's say it's gotta be back at 6 pm and you show up at 7 pm it's an additional fee of $25 plus's dollars. Also since most states have EZPass they will message you about two weeks later and charge you the fee and a convenience fee on the card that they have on file. So regarding tolls you need to be aware. After you get registered and etc they give you your key fob, paperwork (or it can be emailed) and they tell you the parking number where your car is and it's the same place you return it and yea you gotta go back inside unless you made some other arrangements when you return your car. If you are flying in and need a car this is one of the companies available at the airport. If you live downtown your better off at Enterprise on Main Street or wherever you like to go. Staff is pretty good considering dealing with tired people getting off of flights. I just wished they had more staff but it's the sign of the times. The place is at the airport ok. You can arrive in your own car with someone or do what we did and get an Uber/Lyft or a ride and you're set. That's all I got. read more

They have a single person working desk. It's ridiculous. I've waited over an hour already. Absolutely piss poor management decision for a single person while every other company has 3-4. Let alone since the gold members get priority the original line never moves because by the time they almost finish gold another plane comes. Wtf is going on here??! read more

The wait at the rential counter on Thu Jun 4 2026 at 11a was over 2 hours for everyone and according to the counter agents there was no good reason. read more

Hertz Rent A Car - People waiting over 2 hours for their reserved rental cars - Car Rental Near Me - Rochester, New York

When I arrived to pick up the car, there were 17 families waiting because there were no vehicles available, and the wait time was at least an hour and a half--the worst car rental experience of my life. Never again.-0 read more

I would not even give Hertz a one star except I want to say what happened. I had a prepaid reservation at the Rochester NY airport. When I arrived, the woman at the counter said they did not have any cars and I would have to wait for one to be returned. There were three people in front of me waiting so how long would that have taken. Therefore, I cancelled that reservation and booked one with Avis/Budget. Hertz kept $200 of my prepaid fee despite not having a car for me. That is a breach of contract and I wish it was worth hiring a lawyer. I have spent a month disputing the $200. There is no customer service to contact and I will not rent from them again if I can help it. Also, no one should prepay for a car especially if the policy is that, even if there is no rental car, they still get to keep the $200 if the cancellation is within 24 hours. read more

Shatara was an amazing help !! Avis was going to leave me stranded at the airport but luckily shatara seen we were distressed from the hertz booth and saved the day !! Amazing customer service . read more

If I could rate it lower I would. Good luck trying to get someone on the phone and when you finally do hopefully you don't experience the complete incompetence I have. Never again. read more

I booked an EV-SUV with a daily damage waiver of $15/day online. I was charged 39.99 per day and only refunded for one day when I called customer service. Additionally, I was told I could return the battery at 80% and incur no cost. As any rational person would assume, I was prepared to pay from the percent I returned and the charging of the car up to the 80% benchmark. I was not told that I would be charged the difference between what I returned the battery at (66%) and 100% charged. Clearly this Hertz will do whatever it takes to make an extra dime. The car met expectations and ran smoothly. While the damage is small, it is still frustrating enough to warrant my FIRST EVER google review, do better. Here was their automated google review response: Hi, Craig. We're extremely sorry to read about your experience at our Rochester Car Rental location. We do appreciate you taking the time to leave us a review and providing us with this feedback. We're always striving to improve and truly appreciate your review. What a load of shit. read more

I rent from Hertz from several locations, city and airports. This was the worse one I've ever rented from. I am a gold plus member and have been for many years. I always prepay for my rentals. Usually the "hold charges" apply the morning of my rental. So once I get to the location I am literally just picking up my keys. I had to waited 40 mins in line, then was told it was only EV cars available at the time. For the inconvenience and since I wasn't going far I wouldn't have to recharge the car upon return. After waiting another 20mins for the car to be brought to me. Got in the back seat was folded down. I lifted it up to put my stuff in. The seat was filled with sand the floor had empty water bottles on it I had to go so I didn't make a fuss. But once I return it I was told I would receive an emailed receipt. After not receiving it in a day I begin to worry since you hand your keys off to someone outside of the airport. Thinking maybe they didn't turn the keys in. Still haven't received an emailed receipt but I was able to view it 6/26 after returning it 6/24 @ noon. Just to see an additional $99.99 charged to my rental. I advise not renting from this location and if you do. Confirm all charges both before and after returning the vehicle read more

Customer service - done know what it is? Look at the lines at the Rochester Hertz counter and this happens often!! read more

Hertz Rent A Car - How can you rent so many Cars and create lines this long without the support to process them!! - Car Rental Near Me - Rochester, New York

dollar rental is a part of hertz rental car company here in rochester ny airport.. they took my debit card and charged me for rental. i get to airport at the hertz counter the dollar one was closed. I was told i had to have a credit card which i didnt. I said youtook it out already on my debit card. They told me i had to cancel on their website, i did i filled out form nothing happened. you cant find anyone to talk english to you at all or do they understand anything. I see this has happened to a lot of people.. do not rent from these theives. i have contacted my bank and u people are in trouble for fraud. . F you will never rent again. i see all the complaints i wish i saw before i rented.. believe the reviews people they are true. read more

never rent a car from Hertz!!! rented a car and months later they tried to put fraudulent charges for another rental on my card which was disputed and I won. Six months later they tried another fraudulent charge on me for damage to the vehicle rented and I'm fighting that now read more

I only gave them a 1star because there was nothing lower. We waited 1.5 hours for our car at Hertz in Rochester NY (that we pre paid/reserved). And then they double charged us for the car. Now we are wasting addl time disputing the charge. While we were waiting for the car, the counter was complete chaos. The loud, obnoxious lady in charge was yelling at people on a walkie talkie to bring more cars, people (who had been given cars) were coming back in saying it was the wrong car or that the car wasn't there and the distinct smell of Marijuana was very evidently emanating from the open back door. This place needs to be shut down...it's a nightmare! read more

My family and I rented a car from Hertz, Rochester Airport, NY, and the pick-up process could have been better, with significant delays. Only one person handled all the reservations, so we waited about an hour. We returned the car early Monday morning, and to this day, I'm still calling to have the contract closed because it remains open, and I am being charged for extra time. When I called Hertz customer service, they told me they couldn't do anything because the contract must be closed at the Hertz branch at the airport. The customer service from Hertz has been terrible; I have to call the airport myself to request that my contract be closed, even though the car was returned on Monday. I have been trying to resolve this issue for three days and to get a refund for the extra charges. read more

Hertz to the rescue! Thank you, Shirley at the airport location for your superb customer service!! After my husband and I had the most appalling experience at Jefferson Rd. Avis today, whose employee left us stranded because we showed up at 3:02 for our 3pm rental pickup "and that will teach us to be late"-- Shirley from Hertz to the rescue! She was able to find us a rental and was kind, thoughtful, and just a pleasure to work with! We will never do business with Avis again. Thank you Hertz and Shirley for saving the day! read more

Absolute horrific customer service. Rented at Rochester airport. Called for a roadside service, everything went normal until they needed to find an interpreter for the actual person renting the car (he doesn't speak English, so I was calling on his behalf). So we asked for Chinese service. A few minutes later the call was connected to an interpreter who started speaking Japanese...I had to jump in and explain that this is the wrong language and we couldn't understand, but the representative insisted it was Chinese. The actual exchange went as "-Are you asking for Japanese or Chinese" "-Chinese" "That WAS Chinese service. And ma'am we need HIM to answer." Which repeated several times. Until I said, I even overheard the poor Japanese interpreter saying in English that it was a Japanese interpretation service, she finally shut up and started looking for an interpreter who spoke the right language. The representative was absolutely ignorant and condescending, I was baffled. Maybe they offer good rates and good cars, but personally this experience was enough to make me never consider Hertz ever again. read more

I returned a car here after a long day in which my flight got rerouted and I had to drive from Syracuse. Almost whiteout conditions that I was not about to linger in, so I returned it without refueling. I apologized for it and said I had just driven from Syracuse airport, so less than 100 miles. They sounded sympathetic but then I found out later they charged me for 12 gallons of gas at $10 per gallon. Last time I checked a Nissan Altima gets more than 8 mpg. It is criminal to take advantage of me for just wanting to get off the road faster in hazardous conditions. What happened to human decency? read more

Rented the car for 4DAYS paid $184 returned the car and my account was charged an additional $159.. paid a total of $343 when I was told me rental would cost me 184... when I call customer service to get an explanation they said the additional charges came from insurance (basic $12 a day) and state and federal tax... I look on all my receipts and I paid double the taxes and fees I can't even explain! Asked to speak with a supervisor and they hung up the phone ‍ TERRIBLE RENTAL PLACE... NEVER AGAIN. read more

Had a reservation for a compact car at Rochester International Airport, Rochester NY. Arrived on time. They said they were going to give me an electric car bc I signed up for "managers special". I didn't. In order to get a vehicle I had to Up-pay . 9pm, still an hour drive, no restaurant open in airport, tired. Home for funeral. Had to pay the extra. Sneaky snakes. read more

Would leave zero stars if possible. Lomg wait at the counter. Front counter staff totally over worked. Waited 40 minutes in line. Second time renting at this location. Second time the car reeks of smoke. Gave me the only "clean" car they had. Other were waiting an hour for their car to show up. Person in front of me was exchanging their car as it was an EV and only had 35 miles of charge left on pickup. Swapped to a gas car and got up charged. We got swapped from a gas car to an EV or take an uncleaned car. EV hit was an extra 35 for a charge fee. Corporate could care less. Time to move to another rental agency. Too many bad experiences at Hertz. read more

One person working with 20+ people in line. A second worker serving the "gold members" who walked up and cut in line repeatedly. Well over an hour to get our reserved car. We could not get out of our reservation because we used credit card miles. We will never reserve with Hertz again. read more

The experience I had with Hertz was bad they gave me a vehicle with ball tires brake lights came on they charge my card extra after telling me that they was not going to charge me a late fee turn around and charge $250 late fee and they told me once I handed in the key my money that was on hold will be back on there I never even received my money back yet it's been over two weeks and still did not receive my money bad experience will never ever rent another car from Hertz still have not got any help cannot talk to anybody at Hertz they will not pick up the phone 1-800 number did not give me any help they overall Bad Company to rent a vehicle from I asked can I talk to a manager they said I have to email her email her she never got back in contact with me that's been over 2 weeks now so I'm professional read more

I have never been so ill treated by a car rental agency in my life. I went to pick up my car from Rochester Airport at 12am, I gave my license and credit card, and I was told I needed to pay an additional $25 for taxes and fees. I told the young lady that my car is prepaid on booking.com and I wanted to see if there was an error on my part or the part of Hertz. She showed my her screen and said that's the taxes and nothing I show her will change the outcome. I told her I understand but I just want to make sure before I paid, because sometimes mistakes happen, for which she told me there is no mistake on her end, and continued to say do you no want the car, because you can come back tomorrow, I said I want the car but I need to look at the receipt in my email. The time was about 12:15am and she said we are closing so you need to let me know. I said I know you close at 12:30am, and why are you rushing me to verify something that will take less than 5 minutes. She told me that she needs to start shutting down the computer. So I reluctantly decided pay for the extra fees. The girl was being so rude in a passive-aggressive way during the entire conversation, saying I could speak to the manager, then when I asked to speak to him, she told me he is not on the premises. Anyways, I stepped aside to the Avis car rental company, continuing to look for the rental receipt in my email, she told me I could not stand there. I said why not? I am not in your area. She then said she would call the police, in which she did. They arrived and I explain the situation to which they politely told me to contact my bank about the situation. I decided to leave because it was getting late. All of this situation was very stressful and basically ruined the start of my vacation because all I could think about was how nasty this employee was being towards me. I feel like this situation could have been handled differently, and I cannot see myself using Hertz with such poor customer service, if it wasn't late already I would have used another company. $25 is nothing for me to be stressing about, all I wanted to do was verify the records on both end. But I did not appreciate how that employee humiliated me as if I was asking for favors. read more

We rented a car from Hertz last week and they didn't have the car we reserved and attempted to charge us more for the larger car that was the only option. The people were fine. This is about on par with most of our car rental experiences, actually. (and we did end up loving the car.) read more

Never again!!! Why prepay for a vehicle and wait time over a hour and a half with 1 person working the counter! Get it together hertz. Poor customer service read more

I only gave it a single star cause it made me. We asked about hidden shit fees and they swore up and down that there weren't any. We knew if it sounded to good to be true it definitely was!! What they told us was not what it was. Never again!! read more

I don't normally leave reviews for car rentals but I just want to give a shout out to Sherry at this location. She was able to help me out and make a terrible situation, better and get me on the road and home! She was patient and listened to me and was able to help. I wish that when you called a local number to speak to someone at a national company that they directed you to them. Sherry took a very frustrating situation and made it better. Thank you! read more

I recently booked a car for a one way rental from Rochester to NYC. I prepaid using a visa debit card with zero issues. Upon going to the location to pick up said card, the friendly woman behind the counter advised I'd need a major credit card, something I don't have and won't get. I requested she run the debit as credit, something that is routinely done anywhere else. I was informed I couldn't do that either. I was also informed I couldn't rent from any other Hertz location using a debit card without 24 hour advanced notice. My recourse was to find someone with a credit card and have them sign the contract, something I won't do is it makes folks uncomfortable or buy an airline ticket, in which case they'd let me rent with a debit card. Hertz customer service 1-800 number, zero help, they said it is what it is go pound salt. Apparently every rental company at the airport practices this. Hertz however will gladly take your money make no obvious mention of the need for a credit card when you book then let you know you're SOL upon arrival. I'll do business moving forward with Enterprise whom I've rented with numerous times with a debit card. read more

The Hertz employee that checked us in was very nice and helpful, however our upgraded vehicle was not worth the $75 upgrade charge. We reserved a full size and would have received a Toyota Camry and was offered an upgrade to an Infinity QX60 SUV for a reasonable price of $75 for the week. The vehicle looked nice, but was dirty to the point of having something smeared on the passenger side mirror and a very dirty rear view camera which prohibited its use. We had constant issues with the electronics and it would not recognize my phone to connect for hands free which is kind of important when its the law. Very disappointed in the vehicle and would not rent from Hertz again as a result of this experience. I rent vehicles when traveling for work many times throughout the year and will likely stick with Enterprise and Thrifty. read more

Had two easy consecutive rentals. It's a smaller operation, so Gold, Five Star, etc are assigned cars. ie no pick your own. You have to wait in line at the Hertz desk by baggage claim, no matter what your level is. But, since you get verified at the desk, there is no parking lot exit verification. You just drive away. Cars are in a covered garage, just across from the Hertz desk. read more

I rented a car at Hertz, located at the Rochester NY airport this past weekend (Thursday-Monday rental). I used Hertz because they had a deal going with Delta for additional points which was great! The staff was friendly and picking up the rental went smoothly, however, when I opened the door to the rental (located across the street in the parking garage) I was hit with an intense cigarette smell! At this point I did not have time to go back into the airport and complain. I purchased a couple air fresheners and went on. The car, a white 2020 Chevy Equinox was otherwise very clean and had been vacuumed. I reported the complaint when returning the car on Monday and was told, not much we can do, it's very hard to get out. Disappointed in Hertz's ability to rectify my complaint to my satisfaction I am posting a review here. I won't be renting from them in the future as it sounds like this is a continuous problem at that location. They could have at least offered a future discount or money or the rental. The counter person basically acted like it wasn't a big deal. read more

I thought the Hertz location in McCarran airport was the worst in the nation. Well man was I wrong! The counter employees at this location make the Hertz personnel at McCarran look like Choir Boys!!! The counter employees at this location argue with customers, have attitudes, do not place customers into vehicle type rented and could care the LEAST about Five Star or President Circle members. When I arrived for a recent rental in wonderful Rochester (sarcasm) on a wonderfully snowy and slushy Monday night in February, (keep in mind I live in Phoenix) my vehicle was not ready upon arrival and could not be found in the reservation system. After firing up my notebook to show the arrogant counter clerk my reservation instead of fixing on her end and getting me on my way she decided she wanted to argue with me and prove a point. Keep in mind an associate of hers was arguing with another customer when I arrived from my flight. Luckily for me I learned as a business traveler to ALWAYS make a second reservation with Avis when traveling to a Hertz location for the first time and as soon as the arguing commenced at the Hertz counter I closed my notebook and walked 5 ft over to the Avis counter to the left of the Hertz counter and my contract and keys were waiting for me and I was on my way in 1 minute tops. Avoid this location...again I t thought Hertz McCarran airport was bad but this location took the top prize in the Hertz Hall of Shame. read more

Absolutely the worst Hertz outlet in my 35 year business travel experience. The oldest, most beat up cars that are poorly maintained that are a hazard. My first car had a leaking fuel line stinking the interior. The second car sounded like parts are failing off. The staff are not empowered to address problems. Management should be fired. read more

These employees are great. Fast and quick service. After dealing with Hertz, never going back to Enterprise.. enterprise upper management and team. Hertz had stream line the rental place easy and simple. Thank you Hertz!! read more

This Hertz location always has very nice employees and nice cars. I have been coming here weekly for over a year and have found nothing but great service. Their cars are generally newer and my requests for vehicle types (GM) are almost always fulfilled. read more

People are idiots... Not really Hertz fault but the counter agents should have spoken up sooner to get the ten people in the Gold Line out the door. We stood there forever waiting for three vacationers who went to the Gold line for a rental car. I was forth in line and I was there eighteen minutes. When I got to the counter and pointed at my contract, that is when they decided to give the Gold members their keys. The car I received was an upgrade so I was a bit happier. Returning the car was pretty easy. read more

The only off-putting point I have is the fact that the car smelled like it had belonged to a smoker. It wasn't as strong as if it was currently used as a smoking car (smelled like it had been cleaned, but the smell was definitely still there). Hertz was extremely convenient and worked around my schedule. Also, the employee who was at the desk during pick-up and drop-off was very courteous. read more

They took a $200 security deposit on my credit card for a pre-paid car rental. I have never had this before. I usually rent from Avis or National. I will avoid Hertz in the future. That security deposit could really hurt a person with a debit card. Also, Hertz said it could take up to five (5) days for the charge to be reversed. I will not reward this bad business policy in the future with my business. read more

I was previously a big fan of Hertz and rented from them regularly but this experience has entirely exchanged my view point. There website was malfunctioning and not allowing me to extend my rental online, I tried to use their phone rental extension hot line and had my call dropped 5 times. 2 hours into this, also amidst a string of long shifts at the hospital as a provider where I just don't have time for this, I reach out to customer service via email explaining all these details asking to extend my rental, I was honestly blown away at how incredibly unhelpful they could be as they sent me THE SAME RENTAL EXTENSION HOT LINE THAT I HAD STATED WAS NOT WORKING. If you're a working professional and can't devote hours of your day to make changes to your rental car then do not rent from them. read more

Worst car rental experience ever. Called customer service, got a rude rep in India, took an hour, mostly on hold, nothing resolved. He was only eager to double my current reservation charge and insisted on my private jet's registration number (i'm sorry, wtf?!). C'mon Hertz, an India call center?? Got to the airport, slowest imaginable service at a counter that was so disgusting I may have gotten the plague. Eventually got a car, found it damaged and the person who checks this is kicked back in a car picking his nose. Got the car out into the daylight and found more damage, called the local office after punching 12 buttons on my phone, sent to voice mail, which then said that I can't leave a message because their box is full. I highly suggest that when looking to rent a car, skip Hertz and if you happen to be an investor, short the stock. And Yelp, you need a scale that can actually rate negatively and not just a positive bias. read more