Oh my, I'm not sure where to start. I rented cars here twice out of necessity but it was never a great experience. The office is sad and barren - like all Hertz gave them was a carpet and a wall cling. They were forced to furnish the rest with zero budget. The first time I picked up a car, an employee kept forgetting I was there. Then, he went to check the car before I took it off the lot. It took him 5 minutes to find the car. It was right in front of him. I'm not sure what was happening - I thought I was being pranked as he kept scanning other cars but my car was beeping right next to him. The second time, I showed up a little after 9am (they open at 8am). No one was there and the doors were locked. I called and they said they were out picking up a car. If you only have one employee working ... maybe that's not a service you should offer? Myself and another man just had to wait outside until they returned. The other man mentioned the same thing happened to him the day before. Of the two cars I rented - one was great and the other reeked of cigarette smoke. Overall, this office could really use some help, resources, and training. read more

They don't have any cars that they say they do in their inventory. You can book something online and get a guarantee, then show up and they don't have the car or anything similar. Would not go here. I booked over a month in advance and couldn't get the car I was "guaranteed" to get. read more

Made and confirmed reservation for pick up in Williamsburg, VA today and return tomorrow at Richmond airport as a way to get me and my 85 year old mother to the airport to return to California (where I have a car rented from Hertz for a month). This office called this morning to say "I'm giving you a courtesy call that your call will not be available today" because they had had rentals. extended. This happens, of course, but when I said that Hertz had 8 hours to get a car to him, he simply repeated that. When I insisted politely that I booked with Hertz because it is a national company and had 8 hours to move a car (so that we didn't have to spend hours making new reservations and driving around driving around) he hung up on me! I sure hope the call was recorded. read more

Worst experience EVER. What a cheap place , and I mean whoever owns this place. 1 employee inly. 12 customers. Poor guy he can't do it all. What the hell do they think? People don't have anything to do but wait? BAD PLACE TO DO BUSINESS. Never again. read more

I would give them minus stars if I could. I Booked a 7 person SUV 2 months ahead. I Needed a vehicle for 7 people. I checked along the time frame to make sure all was well and they sent updates and reminders but when I arrived to pick it up (two days before Christmas) they told me that it was there but they forgot to pay the car registration so it was expired and they didn't have anything else to rent that size. Unbelievable. How does a national car rental agency "forget" to pay their registration? I asked if it ever occurred to them to contact me and let me know and he said no. No other options and all other rental agencies are rented out of the large vehicles. The didn't even offer to rent two smaller cars to use for the 7 people. Worse service ever and I rent a lot of cars. Hertz lost a customer. I will never rent from them again. read more

I don't recommend Hertz for two times in less than a month they charged me erroneously. On April I rented a car for a week returning with full tank, washed and vacuumed with no problems with the car but they kept my deposit. Second time the guy call me saying that they didn't have car to me T the moment I needed and call 5 minutes later to cancel and he said that there was no problem with it. I don't do more any business with this company. read more

Made and confirmed a reservation. Got a call less than an hour from pick up time that there were no cars available but they would call me as soon as a car was returned. Should be one available by that afternoon. Waited all day. Called back at 4pm and was told still no cars available. They could not tell me if/when a car would be available but if not by 5:00, my 3-day reservation would automatically cancel and I would have to put in a new reservation for a car tomorrow. No guarantee that one would be available then. Assured me my credit card would not be charged. Never heard anything like this from a rental car company before and I travel ALOT!!! read more

Hertz Williamsburg as with Hertz nationwide is a complete joke. 3pm reservation, waited in line for over an hour and then it was after 5pm before we got our 3pm reservation. Awful customer service, phone representatives are not U.S. based so English isn't their first language. DO NOT rent from Hertz unless they are your absolute last resort. -5 Stars! read more

Stay away from Hertz Williamsburg as CJ Weekes provides awful customer service. When I politely asked to use the restroom which was 10 feet away from me in the building, I was told to walk to a business nearby and use their restroom. Having just spent money at this Hertz to rent a vehicle this made ZERO sense. I was very upset and spewed a lot of angry words and rightly so. Yet, CJ Weekes continued to refuse and could only respond with crap like God love you. CJ Weekes you are a coward and certainly no Christian. read more

I'm right now stuck on side of road. Hertz says I am on my own. Isn't that nice. They say I can have tire fixed on my own or use fix a flat. Or just patch it. read more

Excellent service. I rented a car for a week for my Grandsughters visit. Everyone was pleasant, courteous and made sure she was happy with the car provided. The transaction went well both receiving and upon returning the car for her. Thanks to all for a job well done. I recommend Enterprise to all and I will us yhem again if the time arises. read more

Very friendly and personable associates! They were able to answer any questions we had and help us with some unexpected issues, which weren't even their fault. They were understanding and patient. Thank you Williamsburg Hertz! read more

This is the second time I have reserved a car at this location and told when I arrived that they had no vehicles available period. I have used this company in the past and reserved cars for 2 weeks at a time with zero issues while my vehicle was getting extended repairs. This location seems to have something against me specifically and would not recommend this establishment or company to anyone or even consider using again. Now I have to make other arrangements for my trip that I was planning on leaving for at the time of appointment read more

RENTER BEWARE! Where do I begin? Zach rented us an electric vehicle with less than 50 miles left. Barely got my husband home. Then tire was flat next morning. But we went back for more. This past rental we were overcharged FOUR DAYS. WE needed corrected receipt to get insurance reimbursement, and Zach advised my husband he could call a 1-800 number, and chase it down. Zach was unapologetic and displayed a "not his problem" attitude, which is what we had been groomed to expect. I contacted Zach this morning to advise him neither me or my husband were going to be taking time off from work to chase down a corrected receipt from his branches error. Zach told me that he had already told my husband what to do and degraded me for "calling after he got my husband straight on what he needed to do." Zach refused to further assist. I asked him for his direct report contact information. Zack advised me he reported to no one, because "they" have not hired a regional yet". I asked for contact info for "they" meaning his Boss's Boss. Zach said there was no contact info for a higher up, because Zach runs the entire Hertz show, according to his demeanor. I then reached out to several branch offices and Celeste @ Hampton was FABULOUS, kind and sympathetic and had Zach's temporary regional, Derrick reach out to me. Derrick was professional, apologized for my treatment and agreed to get the corrected receipt for me. I have not heard back, but I feel Derrick is true to his word and let him know he could take the time to get the receipt, but the main point was my husband nor I had to take time off and do Zach's job. I will be updating you as this unfolds. read more

I rented a car from Hertz from 5/18 and returned it on 5/24. Plate pass has been trying to charge me $636 when I never went through even one toll. They tried to charge my Amex but Amex declined the charge as it appeared to be fraudulent, which it was. I have contacted Plate Pass twice and the matter has not yet been resolved. How could this happen? I barely drove the car except for two trips to Newport News to buy a new car. I am very aggravated that I have to deal with this issue. read more

hnegative stars wasn't available..they put people in a car that has obviously not been adequatley serviced and it is abhorent, but actually the customer service after we had a car that wouldn't start this morning is even more disgusting. we have been waiting since 8am for service on a car that won't start and just found out we are waiting until past 1 pm before we are even on the log to be serviced. this is absolutly the worst customer service we've ever had in our lives from any organization we've ever dealt with. we are literally stranded on our vacation with no way to get meals or out and about. hertz doesn't give a damn about their customers and you can bet that we will be spreading this word far and wide. we will use any other rental company in the future or ubers before we hertz again...and we will tell all we know about how awful you are...and we know a lot of people as we work in the hospitality industry. read more

Excellent customer service location. Variety of cars. Top, hard working team. Erin does her very best to match car with driver. Jason, a great associate is also a wiz matching smart phone with the car. After multiple rentals in the past 18 months, I will not return to Enterprise (older models, car ordered not available, high turnover, not willing to accommodate for issues.) read more

Only rent if it's free. USAA and AARP should avoid this location like the plague I was not able to rent from Enterprise because they were out of cars which led me to Hertz. The car rental was for a one day support trip for a Soldier Support Ride on the way back I got stuck in traffic and made it back one hour late, where I found the store closed with no dropbox left the keys in the car tried calling to leave a message eventually called when they opened up the next morning understanding that I might get a time charge because I was theoretically at least 12 hours late but not only did I get a 24 hour charge but I was also charged a $12 late fee which is the first time that I've ever received a late fee in the 29 years of renting cars so this will be the last time that I will ever rent from Hertz unless it's free!!! read more

I called this location at 8:00am. Rebecca took my name and number and told me I'd be be called back. I called again at 8:20 and received the same response from Rebecca. She wa curt and impatient. I never heard from them again. Nearly 20 years as a Hertz Gold member and have never been treated this poorly. I ended up renting from Enterprise. read more

The driver that came to pick me up was courteous and friendly. Then when I got to the office Rebecca was cold and unfriendly. The car I wanted was not in the system and she made sure I paid extra. Enterprise would have upgraded for free with that type of issue. Not to mention your spouse can't drive without a fee. Just very unhappy and I'll be returning to enterprise. read more

Excellent customer service. The rep who helped us, Jason, picked us up and dropped us off when we were done with our rental. He was professional, helpful, hard working and very nice. Our car was great and we will definitely use them again. read more

I have nothing but positive things to say about this Hertz Rent A Car location. On Tuesday Michelle arranged for a driver to pick me up literally on a moment's notice, after Enterprise had left me stranded at Williamsburg Ford Motors, an hour and fifteen minutes after I was told theIr driver was "on his way" (it's a ten minute drive, by the way). The Hertz driver was very kind and courteous. Today when I returned the car, Rebecca was very helpful, and she certainly was not curt or impatient. She arranged for another driver, Doug, to take me back to get my car, and he was very personable and friendly. All in all, a very stress-free, pleasant experience. Now I know who I will call first the next time that I need a rental car. read more

Poor customer service. Please obtain the name of the person you speak with. Apparently not all employees receive the same information! Rental car was driven to me at body shop when my car was being repaired. Returned car to body shop only to have Hertz say I had to return to their location 90 min away. When I advised what I was told the question was asked - Who did you speak with? Would not honor their word. Will not deal with Hertz again. Please be aware! read more

Had a problem with our rental so went to this location, they told me there was nothing they could do. She didn't even try. Stay clear from this location. read more

I thought hertz was great I needed a last minute rental and they were very accommodating. They Provided me with a brand new vehicle that was clean and the customer service is excellent. read more

This location has me reconsidering renting from Hertz after using them for close to a decade. I came into the area to visit my elderly Grandmother and flew in from Newport News and needed a car. I was lucky enough to get a ride from a relative as they left for a vacation. I did not have a return flight scheduled because I wanted to observe my grandmother and see what would work best for her care. I thought this was such a nice quaint location and was happy to rent from them, I booked a rental car well into the following week, paying for an extra day to ensure I got it back to them on time. Complete mistake. I called to ask where the drop box was located for keys (because I have web conferences for work until 7pm and have a 5am flight out of DC). The woman who initially answered the phone, Kaitlyn, put me on hold 3 times within 2 minutes before Rebecca picked up the phone. She then asked me to explain what "I wanted". I was told they don't have a drop box, and "the nearest drop box is at the airport". I offered to drop off keys at the airport Hertz before taking my shuttle to DC. "They can't do that the other location wouldn't send the keys". I offered to pay a higher fee to drop the entire car off at the airport (essentially also throwing away the money I already spent on the shuttle). They couldn't do that either. I was told "since you've prepaid you've made things difficult". Really, by prepaying? Who phrases against prepaying? The nastiest part was still to come. They offered nothing besides leaving the keys in the car overnight? I kid you not, that's what their rep said and then that she couldn't guarantee they would be secure. Who even brings that up much less an employee? Rebecca was terribly inappropriate repeatedly chastised me for not communicating my flight details when I picked up the car??? I became very frustrated at this point. She offered zero solutions besides bringing the car in early and re-renting the exact same car and driving to DC. She never once apologized for not having a drop box and and chose to chastise her customer. I work today until 7pm EST and just had to cancel two separate web meetings and secure an Uber to get the car to them by 6pm. I'm disappointed in that, but I'm positively angry that I rented a car from someone who thought it appropriate to chastised a customer like a teenager staying out past curfew. I didn't borrow a car from her, I paid for a service from a company I trusted. They should strongly reconsider their customer care training. I read the other reviews and thought customers might be judging her too strongly in their reviews but my experience was shocking. When I dropped off the car. I told her how inappropriate I thought her language and behavior was. She looked positively smug that I found her rude. I'd caution anyone considering this rental location. read more