This is a Hertz car rental in the downtown Toronto area. This location is unique in that it is located downtown and is open every day of the week. It's located in the basement and it's a bit tricky to get there. I rented a car here for a relatively good price (after comparing different rental companies). The Hertz site and app are generally pretty bad, but I did appreciate they sent me a lot of info / pdfs / receipts. I rented an EV, but it didn't come fully charged (came around 40%) even though it said it would come charged at 80%. This was fine though as they said I could just return it with the same charge and were generally pretty accomadating. The car was in generally good shape, but the EV was missing a charging adapter which was a bit annoying. I later found out that EVs are supposed to have adapters but my vehicle didn't have it. And I couldn't check in the Hertz parking lot as it was impossible to open the trunk. I would also recommend you take pictures of the car before driving away since the pictures in the pdf they sent me didn't match what I actually got. The parking lot is also quite cramped and the Hertz lot is located several floors underground which makes getting there a hassle. read more

Avoid at all cost! Truly some of the worst customer service experience I have ever had. I would rather walk then rent from this place again. At one point, the staff told us to rent from Avis if we want better service. We waited 20 minutes for help at the desk because one of the employees had gone on break within the first 30 minutes of the store being open. A long line had formed. Then we got an attitude when we finally received help. They made up policies and rules that don't exist. Total liars. They charged us for things without telling us. When we went to the garage, the car wasn't ready, and it had only half a tank of gas. Then we got an attitude when we pointed out that the car was supposed to be ready an hour earlier. Do not go here. I will never, ever go to Hertz again. read more

The worst customer service of all time. You order a car and you show up and they don't have it. I hate this place and will never come back.

I should have looked at the reviews before booking.... Lesson learnt. Booked a long range Tesla model 3 a month ago, showed up this am and surprise surprise they don't have any long range cars.... They offer us a mid range at the same price... dispute the fact I paid MORE for the long range. Unwilling to give any refund on difference. They tell me I can PAY THEM MORE to upgrade to the model y long range if I need the range. Next up they charge me $13 a day for the second driver despite having a membership that gives you a free second driver. For some reason the membership number was not applied online and they would not fix it or waive the fee. So the whole experience was frustrating and avoidable but they know they kinda have you trapped so they upcharge you wherever they can and offer pathetic customer service. Avoid avoid avoid avoid The staff looking after the physical cars were actually pretty pleasant, so props to them. read more

I reserved a Toyota Corolla and they didn't have it. They offered me a Tesla Model 3 because there's no availability. I asked if it's free and they said yes. Then I received ev-related charges totalling almost $60. For reference my rental rate was $66 per day. Customer service claims that I did in fact get a free upgrade but the ev-related charges are not covered. So I didn't get the car I reserved, wasted half an hour waiting for the car to charge, and had to pay double because of Hertz. Terrible experience, would not recommend Hertz even if they're open Sundays. read more

This review is for two locations: Billy Bishop Airport and the kiosk at 161 Bay St both in Toronto Canada. I am a Gold Club Member (loyalty does nothing for you) and made a reservation for a car to be picked up once my flight arrived (4/20/24) I also made sure to add my flight info to ensure they knew my arrival time. I got there and the staff (who are slower then slow) were telling customers they had no cars. HOW CAN YOU NOT HAVE CARS, you are a car rental business. They said they had cars coming from Pearson Airport, 2 hours minimum away. Clearly that wasn't going to work. I went online and booked a car at the Hertz Kiosk at 161 Bay St. I paid for a cab and was already late so clearly my state of mind was one of being stressed. I got to the kiosk only to be treated like dirt by two woman who said I should take my business to Avis and then I was threatened by the other that if I expressed my frustration anymore, they were going to have me removed. REMOVED? REALLY? Hertz performs terribly and not one person tried to help, make up for the poor service or apologize. These two people who were there on April 20th should be terminated and never allowed near customers again. How stupid I was to return to Hertz after they didn't have the first car available at Billy Biship Airport. Oddly enough, when I checked into my hotel and expressed my frustration about Hertz, the person at the front desk's first reaction was 'what can we do to make sure your stay with us is easy?'. I told her just what she did, offered empathy. HERTZ based on another review, you really need to fire the staff there or remove their right to franchise your supposed good name. You have lost a loyal customer. read more

AVOID AVOID AVOID We have gone to this place three times and two of the three times they have cancelled our reservation without letting us know leaving us stranded They are more than willing to take your reservation but they will not keep it read more

Do not waste your time on this branch! The staff and manager are so disrespectful and unhelpful! they just make excuses and they can't care less! They told us they don't have a car even though we reserved it weeks ago! This issue happened multiple times until we realized that they just give their cars to those walk-ins who opt to pay more! and discriminate between people like us holding a corporate discount and walk-ins paying the full price right away! The staff is so rude and the manager just backs them up with nonsense excuses! read more

I had no problems at this location at all. The guy at the counter was very friendly and patient. There were some additional fees at the pick-up but only because I chose to pay for them (such as a fee for winter tires or a convenient fee for gas so I didn't have to refuel the car). The car worked just fine and the return was fairly easy. Drop off the car at the garage and drop off the keys in a provided case nearby. The rental is located at the Brookfield Place downstairs. A little tricky to find, but just ask the kind security guy and he'll point you in the right direction. Overall, no complaints and a worry-free experience! read more

161 Bay Street, Toronto, Ontario. Dangerous location; stay away at all cost. Booked and fully paid a minivan 2 months in advance for 6 days. When I got to this location at 161 Bay Street, Saeed greeted me with a big smile offering me an upgrade, to a smaller and less comfortable car. Wouldn't you know it, they did not have a minivan. Once I insisted on wanting them to honour the booking, I was told it's hard to get a minivan on a Friday, followed by they only honour a reservation for one hour, followed by the minivan in question that was booked 2 months in advanced and paid for had mechanical problem and was no longer available. 3 hours later, and having no more lies left to cover their incompetence, they pulled a minivan out of the thin air which happened to have 55K, 2 bald front tires, with bearing and brake issues, which not knowingly I took; frankly I had no choice at this point. Thank god when later that day I stopped by at another location in Markham to add a second driver, the representative refused to let me drive the unsafe and road unworthy car, and found me an adequate minivan, and replaced it; very grateful for that. The folks at 161 Bay Street have no conscience, ethics, or moral whatsoever. Stay away at any cost. I'd give -10 stars if I could. read more

Slightly difficult to find in the maze of underground tunnels in this area. I called the number in the reservation confirmation for directions and got an immediate answer. My reservation was for a 24 hour rental and I made it the night before I was to pick the car up. OK, so the guy on the counter was curt but he was helpful and did not rip me off the way that I have been ripped off in the past. In fact, he acknowledged my Hertz status and my payment card and said that I didn't need any insurance as I was already covered. He offered me an amazing upgrade for $10 more. The parking is very close to the counter now and is well lit. There is 24 hour return with a safe box. I got no spurious charges after dropping the car off with a full tank after hours. I would use them again. read more

Just had asolutely the worse car rental experience I've had in 20 years of business travel. I flew into YTZ ( City Centre Airport) on Porter Airlines in downtown Toronto. Porter and YTZ were lovely experience, but the car rental situation at this airport is terrible and a overwhelming frustration for the business traveler. Due to the rental car situation alone, I can not recommend Porter or YTZ for the business traveler. I flew in on Tue night and landed at 9:30 pm. The closest Hertz pick up is Union Station, which closed at 8 pm. Had to spend the night in a hotel downtown, when my destination was Waterloo. I went next morning to pick up car at 7:30 am at Union Station. I then had to walk 5 blocks with my roll bag, in my heels to pick up the car. I was told by Don at Hertz desk on Tue morning that I could drop the car at the YTZ parking lot when I returned. When I arrived Thu evening to drop the car, I called Union Station office only to be told I could not drop the car there. I said "I was told by Don I could do so, so I am". I locked the keys in the car, paid the parking attendant $34 of my own money for the parking, left a message with Union station office and with Marelli , the manager at Vonge Street office (416 961 3320), that I was doing so. Every Hertz person at the Union Station and at the Vonge Street office was rude and unhelpful. Even the two parking attendants at the YTZ airport said how bad the Hertz situation is at this airport. Exact quote: "They are losing so many customers". A completely accurate statement. Attention Hertz Sr. Management --fix this situaiton at YTZ as soon as possible. It's really, really a bad situation here. I will be posting this negative review at Trip Advisor and Facebook also. Over and out. read more

I got lucky when I rented from these folks the first time because I called to verify the actual pick-up spot. Here's the deal: Even though your rental agreement says that you are picking up/dropping off at Toronto Island/City Centre/Billy Bishop Airport, there are no Hertz cars or counters anywhere near Billy Bishop Airport. The actual service counter where you do the paperwork is in the Union Train Station across from the Royal York Hotel. You can get the free Porter shuttle to the hotel, or take a cab (about $10). BUT -- you are still a good distance away from where the cars are actually parked. They are in an office building parking garage about 4 blocks from the station. This is where you return the vehicles as well. SO -- if you get a good price for the rental and are prepared for some hiking, the Hertz Union Station rental experience is about the same as any other rental experience, BUT - if you are expecting the convenience of picking up a car a Toronto City Centre airport, it ain't gonna happen. PLUS -- if you are unfamiliar with Toronto and don't need to be right downtown on Front Street, spend the $10 cab fare to pick up a car at a rental counter outside of downtown gridlock. read more

I wish I had read these reviews before I rented my car with Hertz from Billy Bishop Airport (Toronto City) OR Union Station. This is not an experience I'll ever want to repeat. I generally don't rent with Hertz because I can't rent online -- though I am a Gold member, my account has generated an "unspecified error" during every rental attempt during the last few years, and when I speak with Hertz reps about it, they insist the system is down, and my account is fine. Unless their online system is always down, this seems unlikely. Anyway, when I was planning my flight into Billy Bishop Airport (Toronto City Airport), I actually called Hertz to make the reservation, having seen that they were advertising a location at the airport (the only rental car agency to do so). As other reviewers have noted, this rental office DOES NOT EXIST. Not that they will tell you this; the agent I spoke with when I made my reservation confirmed that it was at Billy Bishop and listed the hours for me. I didn't find out until I landed this AM that the closest Hertz was actually at Union Station. I got on to the shuttle and made the 15 minute trip through midday traffic to Union Station. When I got there, sure enough, my car was waiting, and the agent explained that the Billy Bishop location is "planned" but continually delayed. After getting my keys, I was given a walking map to help find my car... ... which is a few blocks away, in an underground garage accessible only via a single elevator hidden inside a large corporate concourse with at least a dozen other elevator banks (none of which go to the garage). (To add to the fun, there is huge construction in front of Union Station right now too, meaning the shuttle actually drops you a block away). When you get to the garage, the elevator is on the opposite side of the floor from the Hertz parking area, separated from the elevator side by a 5 foot drop, requiring you to loop around the garage to get to your vehicle (or scale the wall). There's no Hertz staff there, so hopefully you know where you are going, your car is there, etc. So, in sum: If you love being misled by your car rental agency about where your car is, then taking a shuttle into the heart of downtown Toronto, then walking several blocks. hunting for a specific elevator, and finally trudging the length of a parking garage with your bags, Hertz is for you! read more

For all other renters - How to find the parking garage; get onto Wellington St and just as you pass Yonge St keep left and you'll see the entrance to the underground parking. You'll know its right by the car rental signs on the wall as you enter. Key drop box is by the barrier at the Hertz parking (a few levels down) This was basic info needed when you're in a new city, the office is closed and you've no idea where you're going... Car was collected in Montreal. Dusty inside. Wheel bearings seemed very loud. No upgrade for being a Gold Rewards member. read more

I have rented from this location many times. I have had very good experience with the counter staff, they have been fast and I generally get the class upgrade from my Hertz status. Vehicles have always been clean and in good condition, and tank full. I would not hesitate to recommend this Hertz location. The only negatives are that: a) It can be confusing for a first time renter at this location. The office is on the concourse level (e.g. 1 level below ground). The garage is 3 floors below and signage is not good to get to the elevator. The ticket system is a bit unusual (you get a ticket leaving the lot, and use that a minute later to get out of the parking garage). b) While it is open 7 days a week there are more limited hours than usual for a city Hertz, closing at 4PM on weekends for example. c) The location and inventory is small - so no Hertz Ultimate Choice, and they often sell out on busy weekends. I know they try to manage their cars according to upcoming reservations but that includes expected returns which don't always materialize. If you are looking for a particular vehicle type on a busy weekend it is best to arrive early morning. read more

This location is by far the worst place to rent a car from! The people here are disrespectful, rude, and careless! In particular I dealt with Raj Kumar. The man was extremely rude and definitely doesn't know how to talk to clients. When I escalated the situation to location manager, Roy, even he was unresponsive. I would certainly never go there again!! read more

Absolutely terrible customer service. When I rented, my initial belief was that my insurance would be covered by my credit card. I subsequently found out that it was not - that in fact, only my other credit card covers car rental insurance. After speaking with various levels of customer service representatives and their supervisors, i was informed that the only solution is to purchase insurance in person at the location where I rented the vehicle. this left me in a bind. Legally, I am not able to drive. And I am in a location a long distance from a Hertz location. I explained this numerous times. My words went into a black hole. Nothing done to assist me. Just stupid policy repeated again and again. read more

Avoid this location at all costs. They will pass off cars as full when they are not (and then charge you for fuel at exorbitantly inflated prices when you return the car in exactly the same condition, of course); but more importantly, they will claim damages that are non-existent. Even small smudges are enough for them to claim damage. You would have to take hi-resolution pictures of the whole of the car in order to win your argument with them. If you don't do that, they will do everything they can to find the smallest thing they can charge you with. It's best to pass this location, and go elsewhere. The company's customer service line wasn't any more helpful in resolving my issue. read more

I would have to agree with the previous post. I arrived at 7 am to pickup my car and there was someone there working at the computer. I asked to pickup the car to which the response was " we don't open till 730. I don't have to be here right now" No assistance from several attempts at asking nicely... Seriously? Are these the people you want to be the front of your business? Do not rent from this hertz! read more

Do not rent from Hertz at Union Station. They are absolutely horrible, unhelpful, rude people. I rented my car from the Hertz on the Queensway and wanted to return it at Union Station. On my rental contract, it's says the return location is Union Station and gives the address as 65 front street, which is exactly where Union Station is. So, one would think that is where the car should be returned. It's not. i drove around Union for half an hour, looking for the Hertz return spot. Then I parked for half an hour and called Hertz Union Station over and over again, leaving 3 messages. No one answered the phone, no one called me back. Finally, I paid to park the car in a random underground lot and went into Union to see if I could find any info. I went to the Hertz desk and explained to the woman that I was an hour and a half late returning the car because the return info was wrong on my form. She gave me a map to the actual return place which is a parking garage at Yonge and Front. i told her i didn't want to be charged an extra day for the rental because it was not my fault I was returning it late and asked to do the paper work there. She was rude and told me she couldn't do anything and that I had to go return the car at the other place. I get there, i do that and the guy then tells me I have to go back to Union to do the paper work. Well, I flipped out. I told them I was not going to the other location and that I was not going to pay the extra day and that I was called head office to complain. Here's the best part...someone finally returned my call about where I was supposed to return the car...3 hours later! I usually rent from Discount who I have had nothing but good experiences with. I went with hertz this time because the pick up location was closer to my house. Never again. Never. It does not even deserve one star. read more

I admit I was reluctant to rent from here after reading all of the other reviews, but this Hertz had the most convenient hours and location for what my wife and I needed, so I gave it a shot. We were a little confused as to where the desk was located within Union Station, but found it quickly enough. The man at the desk was very helpful; he gave us clear directions to pick up our car, answered our questions, and got us our keys and rental agreement quickly. As others have stated, it is a short walk to pick up the car; you have to go into a building kitty-corner to Union Station, find the parking garage elevators, and trek through the garage a bit to get to your car. We were not carrying any luggage with us and I can understand people's frustrations dragging a suitcase around, but the walk isn't any worse than parking at a large airport and walking to an airline check-in counter. Our car was clean and undamaged, the size I requested, and easy to drive. The garage was easy to get out of and return to. Overall, we had a good experience with this Hertz. read more

If I could rate this at less than one star, I would. I had reserved with Hertz online over a month before our trip from Halifax to Toronto and confirmed our reservation less than three days before we travelled only to be told that our reservation didn't exist. When I pulled out the confirmation, the agent at the counter still didn't want to honour the reservation. After explaning that I was travelling with a child under two, that this was why I had made the reservation in thr first place and having spoken to a manager, the agent reluctantly rents me a car and tries to charge us a higher rate than we reserved. It took us nearly an hour at Billy Bishop to get our rental. I am positively disgusted withthe experience. read more

Very good service and convienient being in the aiprort. BEat Enterprose my 20 dollars. Will use again.

Terrible service. Asked to speak to the manager as the lady at the desk did by have the knowledge to be able to help me. The manager refused to speak to me. I asked her to call back and she refused saying that she had already been embarrassed by having to call her manager once. I am guessing that the lack of respect and general disdain for customers must come from the top. If I was Hertz I would be embarrassed by the way these people treat there customers. read more

German traveller here, vistiting Toronto 5-6 times a year, for many years now. However, today was the first time that I ever landed at Billy Bishop Airport instead of Pearson. I rented with Hertz online a couple of days ago, and having company on this tripp, I rechecked yesterday to get an idea about this airport, and where to go to. I ended up here on yelp and got scared about the previous reviews. Thanks god, things seem to have changed. Collecting our luggage, we got out and the Hertz counter was right there. Being a Gold Member I'm used to walk right up to the car, well the station wasn't set up for that yet, but a very friendly guy, did the paperwork in no time, handed me the key and the car was waiting just a few steps outside the building. The only missfall was, that we missed the ferry by a moment and had to wait a quarter of an hour until it crossed the 12 metres between the island and the mainland again. Something you cannot blame Hertz for. I/we were satisfied with the rental experience today, eventhough the Goldservice was missing, but the friendly guy at the counter made up for that. read more

This has to be the worst car rental company and location that I have ever experienced. I had a confirmed reservation at the Toronto Airport Hertz location. When I got there at 1am, it was the only counter that was closed amongst all the other car rental companies. I phoned their number and got somebody in Manilla, Phillipines!!. She promised that someone would call me first thing the next morning. Nobody called me until noon. When I called back at the airport location, I was once again connected to someone in Manilla who once again promised me that someone would call me. I never got my refund or my car. What a joke. The place should be investigated and shut down. I will be speaking to the BBB about them and the Toronto Airport Authority. read more

Worst service ever and horribly expensive. Not to mention the office is at Union Station and the cars are 3 blocks away in a very difficult location to access. Would never rent from here again and you should not either. read more