Excellent customer service! We needed to make a change to our itinerary and we could no longer drop off our rental in St Louis. We needed to make a drop in Chicago. Hertz National quoted us $1,200 for the drop change. This loc hooked us up and was able to adjust the rate so that it was only marginally more than our original charge for the rental. read more

Horrible experience. Avoid renting from here. I'd reserved a full-size car online but needed to pick it up downtown, not at the airport. When we got there, we were told that the Toyota Camry/Chevy Impala genre car we were led to believe we'd be getting was not available. The only two cars available were a KIA Soul which is at least two levels below what I'd reserved and prepaid, and a tiny Ford model. When I asked about a partial refund because they failed to provide the car I'd already paid for, I was told that there was nothing they could do at the downtown location and that I'd have to contact corporate headquarters about a partial refund. No offense, but Hertz has been computerized for many, many years. How difficult would it have been for the downtown St. Louis location to have printed out or perhaps just done online to determine what cars were reserved for the next day? They should be able to do that and then have the needed cars relocated from the airport location to downtown. After I returned the Soul which was OK but underpowered and returned home to Albuquerque, I contacted Hertz Customer Service. That was a very frustrating experience yielding absolutely no satisfaction. I was asked at one point if the rental was still open. Well, no, sorry but it ended several days ago. The customer service agent didn't ever explain what that question had to do with anything. Obviously, Hertz was paid for one thing and provided a much less valuable car and should have given at least a partial refund for failing to provide the contracted level car. Talking to this guy was like talking to the wall. I finally told him that I thought customer service agent was almost certainly not a good fit for him because he was an utter failure at providing any level of customer service. He said something like "I'm sorry you feel that way." So I just hung up. I later filed a written request for a partial refund online but I've never heard anything from Hertz in the month plus since I requested the partial refund. And I don't expect to ever hear anything from them. Needless to say, I won't ever be using Hertz again for my rental car needs. read more

It got worse. I really need to stop being cheap and pony up $5 more a day for Enterprise. So this time, pickup is fairly painless, but when I drop off the car, there's nobody there. No biggie, I'm there at 5:00, my drop off time is officially 5:45 and they don't close until 6:00. So I have to go park the car in the garage, come back inside, fill out the rental jacket of when I dropped it off, and drop the jacket and keys in the drop box. Now, doing all that wouldn't warrant a 1 star. But when I check my bank account later in the week, I discover that I've been overbilled by $40. What the fuck? And when I call, they cannot pull up my reservation using my reservation number, but only with the contract number (which obviously, is on the contract. And of course, it is at home). So today, I call Hertz at 11:00 to get this resolved and the woman I talk to asks for my name and phone numbers and "will call me right after she takes care of a couple of customers." 12:20 rolls around and I still haven't received a call back. So I decide to walk to the location. I get there and there is nobody at the desk. A fellow in line tells me he's been waiting for 10 minutes. Then 5 minutes later, the woman returns, takes care of the guy in line, and it's my turn. So, I step up to the counter and say "I called about being overcharged. Here's my contract." Without any apologies, she looks it up and says "he [meaning a coworker] charged you for an extra day. He checked you in late." Say what? So I say "OK, let's get the refund going." But alas, she cannot do such things. She needs a manager! And she also informs me that it will take 2-3 weeks for a refund. Fuck that. I'm pissed. I call her out on not calling me back, nor apologizing for that or anything (of course, _then_ she apologies, like it matters). Basically, I rant like the worst case scenario in a customer service training video, but I don't care. This is the worst Hertz location ever. They're grossly incompetent, and in general, fucking stupid. I'm writing corporate. read more

This past weekend we took the train from Chicago to St. Louis and then rented a car from your Renaissance Hotel location in downtown Missouri so we could drive to Columbia, MO for our son's Family Weekend at Mizzou. We were told to call when the train was an hour away so that we could be greeted at the station. When we called, they said we should call when we were 20 minutes away, which we did. We then called when we arrived and 15 minutes after and 15 minutes after that. We waited a total of 45 minutes once the train arrived to be picked up by someone in what appeared to be her personal car. We then were taken to the rental location where we were told they did not have a compact car ready for us, we could either take a larger car (for more money) or wait. When we said that neither were acceptable and miraculously a compact car was found. We have rented cars all over the world and have never quite experienced the rudeness and quite frankly, the laziness of the people in this office. This experience is making us reconsider ever renting from Hertz again, and we will certainly never rent from this location and will encourage anyone who asks to stay away from this location. read more

Do not rent from here. This is where State Farm recommenced-they are a hot mess. I confirmed via phone with Hertz before coming over and when I got there they said they had no cars (one ended up coming in) and the worker clearly isn't trained properly for the job. Customer service is poor, took far longer than they said it would. I thought maybe the person was having an off day, but it's exactly the same right now as I'm dropping off. They seem to be chronically understaffed and the person who is there cannot keep this place running smoothly. Enterprise might have cost more but I have to imagine it would be worth the price differential. read more

I don't know the girls name. But uhm i was a little over an hour late (Due to traffic) i also tried calling and someone picked up and hung up and mind you i had to wait in line while she was doing whatever for about 45 mins. when she finally shows up (with her KID) i was 3rd in line i get up there and she said "do you know your an hour late for your pick up?" so i asked "can i not pick up the rental ?" She said "no your over an hour late." she was rude about it read more

Jeff at Hertz Rental, 800 Washington Ave. runs the office in a very efficient and effective manner. He is very knowledgeable, accommodating curtious and has extreme patience. Due to his awesome customer service, I have extended my rental agreement and will definitely recommend this location to family & friends. Thanks, Jeff! read more

Jeff was great. Being the only one there on a busy weehe handled everything so efficiently and was friendly and helpful. We had a little trouble finding the car but eventually did. You must leave the hotel and cross the street to enter a parking garage across from the Orpheum. To return the car we were told to leave it on St. Charles Road and then bring in the key. I think it may help customers if Hertz provided info like this to their customers who rent from this location because of its unique location. read more

This is literally the worst service in Missouri so far up to date today I made a reservation as I did 3 days ago saying that I am going to be at a certain location a certain body part area and I need a rental car but I need to be picked up at that place and be brought to Hertz downtown to get the car... , I called up my insurance company and I called up Hertz in the past couple days quite a few times so Hertz just call right before you go to the auto body shop so I did... then when I did call this morning before I got to the auto body shop they told me they would be there in 45 minutes but its only a 15 minute ride to get there and I had a reservation for 1045 but the girl change it to 1115.. my buddy and I were sitting at the auto body shop outside in 96 degree heat waiting for Hertz to come pick us up and it took nearly 2 hours for them to come pick us up when Hertz 15 minutes away.. then when they picked us up they picked us up in a big van and there were three guys in the van... the van reek of dirtiness and unsanitized humans. Reeked big time. I got to Hertz and they weren't even ready with our car changing the price on it from $15 to $18... I told the manager this is disrespectful and I'm thinking never to take them again... they are very unprofessional and they gave me one of the tiniest cars I've ever driven in my life for 18 dollars a day.. my buddy and I are furious with Hertz and the mirrors on their cars along with the paint job on their cars are horrible... Enterprise Service isn't that much better but the person that came in after us to the auto body shop got enterprise in about 10 minutes . I am furious with the service from Hertz I would not recommend them Sorry for not correct punctuations.. I got the gist of the story and the information down read more

The worst car/van rental experience ever! Took about an hour just to get the van...why? At the time we got it we knew it did not look new- but we were trying to make the best of it and were now running late. It was from California and looked like it just came in. The van was filthy inside and out. When we put the seats down in the back to tailgate lunch for the eclipse.... OMG. There must have been 6 kids in the van from CA. We had to change our plans because we could not drive other people around in that van. Some vacation. I returned the van early and one of the three young guys in the office say...'oh we will just cancel the charge.'... but NO ONE even said, "we'er sorry." I have not used Hertz in a few years.... and will not going forward. read more

Awful service. Awful. Never again. If I'm going to give one star, there will be a thorough justification. I called, I was given an estimate. I called back to reserve, and the guy had a terrible attitude problem over the phone. He talked to me in a condescending tone and was just rude overall. I needed a rental that day to go out of town because my AC wasn't working. Otherwise, I would have gone somewhere else, but this place was closest to me. I show up at the place, the guy was on the phone the whole time being very rude to a customer on the phone while I'm waiting. Another man shows up, he says "Who's next?" I was about to say, "me," but the guy on the phone tells the other man to serve the people waiting behind me. The people behind me all left with a vehicle before I did. This guy didn't even bother to say, sorry about the wait, can you hold on, let this other guy take care of you. So I said, "I've been waiting almost an hour." He finally hangs up, and says, "Oh, we only have this vehicle available (which was an upgrade)." After returning the vehicle, the guy had the nerve to charge me for an upgrade that I didn't ask for but received because it was the next available car. I thought I was getting it out of courtesy because I waited over an hour. Never again. Those guys there are awful at customer service. I don't know how they got the job. Instead of going back there and dealing with him (because I heard how rude he was to a customer on the phone disputing charges), I just called the number on the receipt and in less than two minutes, they told me I'd get refunded for the upgrade charge. read more

Meh. This rental car agency was located inside the beautiful Grand Renaissance Hotel. That's probably the best part about it. Sadly, there was only one gentleman working and a lot of people in line. The car is really nice, though it appeared to have a spill in the backseat from the previous renter. I will probably try to avoid this location in the future just because I'm super impatient. read more

Odd location but at the same time convenient to my job. It's in the lower level of the Marriott but wasn't easy to locate. Service was good. Unfortunately, because of logistics I'm left waiting outside with people walking by asking for money. At least it wasn't raining...Oh how I already miss my RAV4! read more

Extremely mediocre service and one of the worst customer-friendly stuffs I ever encountered in any retail set-up. We, a group of friends went to rent a car on Friday morning at 11AM (18-Oct-2013). Met 2 guys in the counter and sadly both of them were equally rude. They initially offered us a small car which we did not want because that would have been too small for us. So we went back and changed the car. At the end of the day when we handed over the key to one of the persons- we were told told that we need to pay $128 instead of $92 because it was a bigger car. Sadly we were not explained these things earlier in the morning when we changed the smaller car to a bigger one. But, our biggest concern was not the money. We were concerned the way they behaved. You can smile and be courteous while serving the customers- that's what we all want. We are not telling Hertz to serve us with a bottle of beer! read more

Pathetic service and one of the worst customer-friendly stuffs I ever encountered in any retail setup. We, a group of friends went to rent a car on Friday morning at 11AM (18-Oct-2013). Met 2 guys in the counter and sadly both of them were equally rude. They initially offered us a small car which we did not want because that would have been too small for us. So we went back and changed the car. At the end of the day when we handed over the key to one of the persons- we were told told that we need to pay $128 instead of $92 because it was a bigger car. Sadly we were not explained these things earlier in the morning when we changed the smaller car to a bigger one. But, our biggest concern was not the money. We were concerned the way they behaved. You can smile and be courteous while serving the customers- that's what we all want. We are not telling Hertz to serve us with a bottle of beer! Not going to use Hertz for sure. read more

The two guys that work in the downtown office are super busy. It's small and can get congested but they're very personable and friendly.

Where do I even begin? This location is terrible. The office is a very small closet-like room. There are three desks all filled with clutter with car seats and cleaning supplies on the ground. The car was terrible. It was not cleaned before it was given to me. There were many scrapes and dents on it. According to this location's website, they will pick you up to bring you to the office if you are within 15 minutes away. This is not true. They would not pick me up even though I was less than two miles away because I was across the river. They told me to call a cab and they would reimburse me (which never happened). I had the car reserved for 1PM. They did not have a car for me. I decided to go see the Arch until they had a car. They told me they would give me a ride. I waited on the ramp of the hotel as instructed while the guy went to get his car. I waited for 20 minutes and he still wasn't there, so we walked. At 4PM, they still did not have a car for me. I waited until the next day and got a car after having to wait a while. This almost did not seem like a real rental office. It's just an afterthought. The people who work there are terrible and very inefficient. They are in no hurry to do anything. Even though I made the reservation online and they had all of my info, it took forever for them to do the paperwork. It took two of them and it didn't seem like they knew what they were doing. When I arrived home, I had to call to get a refund of $28 because they charged me $7 per day for an upgrade when I didn't have an upgrade. I reserved compact and they gave me compact. I felt as if they were trying hard to increase the cost of my rental. Also, to add my husband as a driver drove the cost up by 50% and they didn't even get his name correct on the contract even though they took the information from his driver's license. The only reason I rented from here is because they allow after-hours drop off and I needed the car on Saturday. I couldn't find any other rental company with this option. They told me to just park the car in the street in a 15 minute parking zone when I dropped it off Saturday evening. I wasn't comfortable doing that so they said I could park in a Hertz spot in the garage. I would never rent from this location again. read more

I have used rental car services three times in my life thus far. Twice has been with hertz (once in Phoenix and once in Stl). I have had THE WORST experience with this company this time around. Charged my account almost $400 and when I called to question the charge, no one in the company could even find my account for the first 45 mins. THEN, no one seemed to be able to tell me for sure what I was being charged for. I was told three different things by three different people. Three hours I spent being transferred and put on hold. The only saving grace was a woman named Brittany in the billing department. However, I'm still waiting on my money to come back to my account--money that should have never been put on a hold in the first place. This was a claim and my insurance company was coving the charges. Guess who's going to be responsible for my banks overdraft fees? Not hertz. You couldn't pay me to use this rental company again. If I could leave negative stars, I would. Save your sanity and use Enterprise. I had a lovely experience with them last time I needed a rental. read more

This location of Hertz Rental Cars was excellent and I would strongly recommend it to anyone renting in the St. Louis area. The manager and staff are what make renting a car from this Hertz location such a pleasant experience. Jeff Rodgers is the manager and he sets an example for professionalism for the rest of his staff. Jeff and the other staff members who assisted with my rental were courteous, knowledgeable, helpful, and worked very quickly to move customers from the line into their cars. Given how busy this location is, the wait time was amazingly short. I would definitely consider Hertz for another rental based on services at this location. read more

First of all I set up my appointment with the location in Clayton when my car was in the shop being repaired. The clayton office said they open at 7:30 which was perfect so I could get to work on time. When I called them at 7:50 asking when someone would be there to pick me up from the repair shop, they informed me that the Wash Ave location was closer, so they sent the request to them and they would be sending someone but they didn't open until 8am. Remind you I chose the Clayton location because of time not who was closer. (0.2 miles difference) They arrived at 8:25. The driver who picked me up was really nice, it was raining and he walked me to the car and held his umbrella for me. Once we arrived at the Wash Ave location, we went inside the hotel where they are located (lots of twist and turns, rehabbing the hotel) I was in a walking boot (of course I didn't drive in the boot) but it was a long way to walk for the boot. There was a lady in front of me and she didn't want any of the cars they were suggesting. There was 1 person working behind the desk and 2 runners. Do the runners not know how to run a computer? I waited an additional 25 minutes for this lady to choose a car. Once the lady behind the computer assisted me she was very friendly.I have a gold member account with Hertz and love other locations when traveling but this was not the best experience. If you get Closter phobic this isn't the location for you. It's the size of a small bathroom. Not a terrible experience but I feel like the Clayton location could have called me and I will review their Yelp too, But I just didn't feel like this was anything outstanding. They did apologize for the time it took. They gave me very nice car to drive. read more

Love, love, love their service. Extremely professional, kind and courteous from start to finish. Upon the time you walk in until your return. Jeff, Ray and Jacob thank you for making my trip awesome! read more

I was hesitant to rent from this place because of the bad reviews, but went with it anyways because the location was convenient for me and I had an extra discount with Hertz through AAA. I can't say that everything was perfect, but it wasn't as bad as I had expected. Everything was very quick, service was good, we got a nice car (why it didn't have any of the normal features like cruise control, I don't know), but it worked out alright for me. I was worried leaving the car on the side of the street on a Sunday night for the after-hours check in (it would've been better to park the car in a garage or something), but luckily there were no issues with that. read more