Positiv: vehicle drop off is near the airportNegativ: Was charged for the bad car seat which was returned same day same condition
Avoid the Parking Fee at DullesPositiv: Sure beat paying for parking at Dulles. Less expensive! Easy to do!Negativ: Nothing.
Positiv: Drop off was fineNegativ: Line was huge, one dude working the terminal counter, granted it was a holiday but if all of the damn cars are out and you're going to stick me with a van instead of the car I reserved, I shouldn't have to stand in freezing temps for 30+ minutes to do so!
Smooth experience Positiv: I got a better rate than other car rental companies have plus at check in I was given a free upgrade to a hybrid. Friendly and helpful service too!Negativ: Nothing.
Price was great - everything else was lackingPositiv: Got a nice dodge ram pickup truck for a great price.Negativ: The line to get the car was absurdly long - dozens of people and only one staff member inside the terminal. She ended up sending groups of people to check in at the garage where they had two staff members working...why Alamo/National didn't staff more people inside where they were needed and why we weren't just able to check in outside in the first place made zero sense.
The truck REEKED of cigarette smoke, there was trash in the cab and in the bed include someone's chewing tobacco. A 30 second check of the car would have revealed the trash.
Dealer's choice was a tough rideNegativ: When they said vehicle was basically "dealers choice," I didn't consider that I might be driving a gas-guzzling Ford F-150 behemoth all over the state one weekend.
Radio too complicated to operate and sound quality poor. Positiv: Cleanl
Positiv: Very friendly customer service. Negativ: Car didn't have cruise control!!
Overcharged Positiv: Car was fineNegativ: Agent at pick up said spouses can be added as additional drivers free of charge, so we added my husband. Then a few days after drop off I had $300 hit my credit card. There's a difference between additional ($14+ per day) and authorized (free). The agent messed up, but Alamo would only refund up to $100.
Easy and as promised Positiv: Easy
No hidden fees
Fast pick up and drop off
Negativ: I got charged extra for gas, even though I received the car with 3/4 of a tank full. Extra charges for things I didn't know I was going to get charged.
Negativ: I called ahead to explain that I would be late (original drop off 7pm, I got in at 8:54pm), and the cashier assured me that they would not charge me. Then I was charged $23 for being late.
Negativ: The vehicle was not ready, took me almost an hour to get the vehicle, the attendant waiting on me had to call a manager, I felt like I had to beg to get them to let me take the vehicle due to a problem on their end, I had tickets to a hockey game which cost $1600.00 almost missed the game
Quick and Easy Airport Drop-OffPositiv: Easy to find and drop car before heading to the terminal for an outbound flight.
Incorrect Vehicle, had to cancel and make a new rezNegativ: I first reserved a Chevy Suburban and paid to have insurance added. The vehicle wasn't ready. I was offered a sub-par replacement that failed to meet our needs. The new rez lost my original insurance so I was forced to pay more.
Waited 25 minutes for car at pick upPositiv: The car was clean and handled nicely. Negativ: I had to wait for 25 minutes for a "call up" vehicle. When the man finally showed up with the car, he didn't acknowledge me at all. He just laughed and kept saying to the agent that he forgot to process the call up cars. I was a bit annoyed to say the least. I am 6 months pregnant and I had no where to sit while I waited for this joker.
Negativ: I was charged 135 for gas. These are things that should be explained when getting a rental. NOTHING was explained.
Jeep Grand CherokeePositiv: Easy pickup. Excellent vehicle.Negativ: No complaints at all.
Positiv: Quick and easy return. Cordial attendant.
Negativ: I reserved an impala and they wouldn't honor that. They gave me a smaller Malibu and said it would cost $9 per day to upgrade. The car has a greasy dashboard which the agent verified and asked the employee to wipe down the grease. He was nasty and threatening and said they wouldn't charge me for the grease, just for damages. I didn't care about the charge, I just wanted a clean car. Lastly, the lot go store your own vehicle was too far away with no shuttle.
Positiv: Very friendly and helpful, nice person.
Negativ: I was billed for fuel (twice) while having returned the car with full tank, and had that corrected after a long discussion on the phone and at the drop off. A person receiving the car at your IAD location was extremely rude and inconsiderate. He should not be working for Avis.
Smoke SmellPositiv: Easy to pick up, easy to drop off. Car drive fine and we did get bumped up to a bigger car.Negativ: It smelled horrible. Couldn't get a new one because we came in so late (late flight). Smoke smell caused headaches.
Positiv: It was clean. Negativ: Did not have a full take when picked up
Worst customer service of my life, bar noneNegativ: I chose to fly to Florida instead of drive because i found a good deal on a convertible out of RIC airport into FLL airport in Florida. Because I was getting a fun car, I decided to splurge a little and rent the car for an additional day so as to get to drive the convertible around Richmond.
When I arrived in Richmond to rent the car on trip day, the AVIS front desk agent (it was a joint Budget-Avis desk) says to me we don't have that car today is a sedan ok with you?
She smiled condescendingly when I explained that I had planned the entire trip around that convertible and I would otherwise have flown instead, and informed me that there was nothing she could do. At this point I suggested to her that she check other rental facilities on the drive (95 from Va to FL is bound to have a convertible) to see if we could trade our car in. At this point she seemingly forgot how to use the computer system and became dependent on ME looking up the phone numbers to call different rental car agencies and put her on the phone to try to get us the car we wanted. After 20 minutes of this charade, she told me that I should just go and show up to any Budget rental on the way down and that they'd be happy to help me. I was suspicious that she was trying to delegate the problem away but decided to take her up on it so as to not delay my trip any more. I took the prius they offered me and started driving.
To make the rest of the anecdote brief, I spent over 4 hours on the phone with customer service getting convoluted (and sometimes contradictory) information about the fees involved for trading out a car. It became clear to me after the first hour being on hold that the woman at the RIC AVIS desk at overtly lied to me to get me out of her hair. It also became clear to me that most individuals I talked to at Budget were neither trustworthy nor willing to help me.
Two days later I returned my Prius that cost me the daily rate of a convertible without a refund, the car I had signed up to rent, and anything positive to say about Budget or AVIS. Last time I ever use either of those companies.
Awesome Positiv: Price was great and car was excellent
Negativ: Didn't have the car I requested
Rude slow service.
Really appreciated the Expediency!!Positiv: Expedient Service, Did not have to go into counter!!Negativ: Nothing
Positiv: Great staff here
Nice car, but with extreme tobacco odor.Positiv: Smooth ride, AWD, good visibility.Negativ: The extremely strong odor of tobacco. Maybe a spritz of Febreeze would have helped, but I didn't have any. That could have been taken care of between rentals. Otherwise no complaints!
Bait and SwitchPositiv: They had very nice customer service people. Negativ: Had a locked in price for my 4-day trip and when I changed the pick-up time because my flight was going to be early, it deleted the deal I had and would not allow me to re-book with it. My car was supposed to be $80 for 4 days and instead I spent $222 for the same time frame.
Negativ: Insisted Credit Card was debit card and did not rent to me
SmokeyPositiv: The car, I upgraded to a 2017 Maxima Negativ: Car smelled like cigarette smoke and I couldn't get rid of the scent.
Great experience Positiv: I was pleasantly surprised on how much I enjoyed this car. Chevy Cruise Negativ: All good
Insurance ScamPositiv: I rented a car in Richmond, returned it in Richmond 6 days later, then picked up s one way rental in Richmond to drop off in Norfolk
Both times the clerk asked if I wanted insurance, both times I declined, and at both drop offs they handed me my receipt and it had insurance included. Both times they immediately took it off but if I hadn't looked at my bill I would have been chargedNegativ: That experience has put me off of budget
Negativ: They change The price when I got there so I canceled my reservation
Very Friendly EmployeesPositiv: the car, the employees, the priceNegativ: I liked it all
Positiv: No problems with this rental. Car was ready when I got there, easy pickup, easy dropoff, no hassles. Great gas mileage too!
Terrible facility not openPositiv: NothingNegativ: Counter was closed and I was told that it will open an hour after my pick up time by the neighboring counter.
I then rented from another rental agency.
Positiv: It was a seamless experience
Bad signage at Richmond airportPositiv: Onsite dropoffNegativ: No one readily available. Hertz combined with Dollar, so the dropoff point is incorrectly shown overhead.
Best Price No IssuesPositiv: Best Price for the rental and we looked hard! No issues with pick-up or drop off. We will use you folks sgain.
Oldish car, not want I ordered, and slow servicePositiv: The car was clean, supervisor who covered the counter was friendlyNegativ: Long line at the counter. Waited again for the car. Car was an "upgrade" SUV because they didn't have small sedan I wanted, but wanted a small car for parking and mileage. Car was relatively high mileage, needed a tune up.
Negativ: There was no one there to speak with. Just dropped the keys in. If I would have had a problem, then what??
Positiv: The Yaris is fun to drive. I have rented two previously and enjoyed them. The car was very clean.Negativ: I assumed the car would have cruise control. It did not. I thought it used a good bit of gas for a 90 minute drive. Otherwise, it was fun to drive.
Line was so long that most people rented cars from other companies insPositiv: NothingNegativ: They should have more than one person working the counter
Negativ: The pick-up process was awful. Our plane got in early, so we wanted to pick up the car about three hours earlier than anticipated. The agent was not helpful at all, telling us that the rate would be significantly higher if we picked up the car early. We had no choice but to take the car, but the process was not friendly or transparent at all.
Drop off sucks.Negativ: Drop off was not intuitive and took 15 minutes of standing in line, just to givd keys back.
Rental was GreatPositiv: Easy transaction picking up and drop off. Friendly staff. Van was clean. Negativ: Everything was good.
Drop off onlyPositiv: Very easy dropoff - only parked the car and dropped the key in the box.
Car was smelly and didn’t have cruis control Positiv: The car was economic Negativ: The cleanliness of the car. Personal belongings were in the car from people who previously rented it. And I had to drive for 12 hours without cruis control.
Positiv: Did not use them.
Positiv: Fast, friendly pick-up ; agent let me upgrade for free.
Flexible drop-off location. No real change in final bill.
Negativ: Car was dirty, especially on the inside.
Windows hadn't been cleaned inside, had to clean myself at self car wash
Left out about $45 worth of fees when I picked it upPositiv: Pickup/dropoff was simpleNegativ: I had explicitly stated that I would be dropping off at another location. Any other rental company I've rented from would include any fee for this in their cost. Same for airport fee. However when I picked up the car and reserved it online none of these fees were mentioned. When I dropped it off I suddenly had an extra $40 worth. Would have used a different company.
Nice help with everythingPositiv: I particularly liked the overall openness and energy of the desk agent working with us. She was smart, clear, efficient and fun.
Agent who provided us with car overview at the garage continued with the great support found down stairs and seemed to want to accept full responsibility if we had any difficulty with the vehicle. I liked the Fusion that we were assigned.
High-end Mini Van at a Great Price!!Positiv: We were pleasantly surprised to receive a higher-end mini-van with leather seats & luxury touches. We felt the price was excellent! We only use Enterprise--they always treat us right!!
Very Poor Customer ServiceNegativ: We arrived at the airport to pick up our car at 5:15pm. We were told our car rental was off site (which we were not aware of). The Enterprise agent at the airport called the Enterprise location. We requested a guest pick up; we were told we would not be picked up. We decided to take a cab to that location; we were told they were closing and they would not be open for our rental car pick up. We rented a car at the airport from another rental car agency.
Very Shocked!Negativ: Car was extremely dirty and also had an awful "gym locker or wet dog" smell. The windows looked like someone smeared Crisco all over them. I asked if there were other cars available and they said that they did not have any other fullsize cars available and I would have to downgrade. If it was not pertinent for me to leave that day I would have not rented this vehicle. In similar situations I would think that they would offer an upgrade. Customer service at this location was also lacking as well. Overall not a good experience.
Always excellentPositiv: Flexibility of upgrading
Friendly and professional personnel
Quality of available vehicles
Excellent product for the money
Positiv: THE CAR .Negativ: THE FEE .
Disappointed Negativ: We reserved a full size SUV. A Yukon or something comparable. I called the morning of our reservation and was told there were 2 vehicles coming back, and we would get one of those. Either a Yukon or an Expedition. When we arrived at Hertz we were told that neither vehicle was returned, so they had nothing for us. They offered us a Rogue, which is not the size we needed. We ended up in a minivan, which was not great. No price adjustment was offered. Very disappointed.
You charged me to rent a car that was unavailablePositiv: Nothing, I never got the car. Negativ: Why would your company tell me there was a car available and charge me to reserve it when the car was unavailable. Kayak ruined my Thanksgiving holiday, I had no car to drive. Don't use their service unless you want to be disappointed.
Great prices.Positiv: Car was in great working condition.
Bad situation made better by great site personnelPositiv:
Once I got to the W. Broad St. location, the folks at the W. Broad Street location were fantastic and very helpful, especially Alphonso.Negativ:
I arrived that the Hertz desk at RIC and was informed that there was no reservation for me. A few clicks later , I was informed that my reservation was at W. Broad St. some 15 miles away. Unbelievable! Shame on me? Shame on Hertz, I don't remember, but a reservation 15 mile away was of NO USE to me. I had to take a taxi over to W Broad ST and a taxi back after the rental was over. A really good way to tick-off a customer.
Had to cancel but they charged me Positiv: I was charged over 40 Dlls. For canceling a day beforeNegativ: The cancellation fee is outrageous
never book pre-paid on line with HERTZPositiv: Alexis-- the worker was pleasant and tried to helpNegativ: I was sure I selected dropoff and pick up at the airport- but upon arrival I was told my pick up and drop off were at a location 20 minutes away. I had to take a taxi with my family and luggage to the other location. b/c it was prepaid-- I couldn't change my location. After spending $50 to reach the other rental office- they didn't have the care I requested and paid for. They could only give me a smaller Yaris for my family of 4 and all of our luggage. They system wouldn't let them upgrade us to a bigger car. We had to drive back to the airport to exchange cars driving the tiny car. We did get a standard sized care for my family at the airport. We had to return the car to the same location as we went initially and spend $ for transport back to the airport and were changed a $5 change fee as well. A total of $100 on top of our pre-paid rental car. It was a true hassle and nobody could help us. We heard over and over that the "system" wouldn't let the workers change anything and we were stuck. I don't plan on using HERTZ again.
Negativ: Car smeleld really awful. Service was a little slow picking up the car
I would rent with Hertz againPositiv: Friendly customer service. Easy access to pickup and drop off car. Right by a gas station to fuel up. Negativ: The car was dirty on the outside. Another customers trash was still in the truck.
UNBELIEVABLEPositiv: I liked the ease of making a reservation...Negativ: When i showed up to pick up my vehicle that I booked to use to get to a family wedding, I was told that Hertz did not have my vehicle or any other vehicles to loan me. I was told Hertz overbooked. Then I spoke to the general manager who looked at me with a ridiculous smirk on his face who plainly told me there was nothing he could do because he couldn't magically make a vehicle appear. I would have at least appreciated it if he tried calling other locations or maybe made arrangements with another rental place since the issue was their fault for overbooking. Instead I was told that they could call me when a vehicle became available. Due to the time sensitivity of my trip I was not able to wait around. I had to go and find a vehicle and pay a high cost due to the urgency of my trip. I was frustrated and let down by both Kayak and Hertz. I am don't think I will ever use either of these in the future. I will also share my experience and warn others about using these two companies as well
Negativ: Car smelled really funny. Customer service a bit slow
Great staff at 8201 West Broad St Richmond, VAPositiv: Staff was friendly and knowledgeable and made the transaction fast and pleasant. I really liked the car and felt it was a good value.
Great Customer Service Positiv: I had change in plans and they modified my reservation over the phone. No questions asked.
Car Not AvailablePositiv: Got "upgraded" for freeNegativ: I reserved a small car because I was going to drive 3 hours from Richmond, VA to Raleigh, NC. When I picked up the car all they had left was a Suburban. Not the end of the world, I can still drive the big truck, but made parking next to impossible, and cost me at least double to pay for the gas used on my 3 hour drive.
Horrible businessNegativ: The agent at the desk is extremely rude, and they NEVER answer the phone. I had to call the central office to extend my reservation, but they charged me triple the quoted price when I returned the car. I'm currently dealing with getting this reversed, but save yourself the hassle, the advertised savings are NOT worth it.
Good pricePositiv: Good price. $198 for seven-day rental, including tax. Negativ: Car dash and upholstery were dusty.
Positiv: convemientNegativ: there was nobody at the counter and I had to ask your competitor where to go for the rental.
Easy and cheap rental with solid car performancePositiv: Toyota Corolla was easy to drive and performed well on the highway.Negativ: Finding pickup desk was unclear, which caused delays.
Positiv: Fast and EasyNegativ: Fast customer service
Late reservation Negativ: When we arrived at the Payless booth in Richmond, the clerk told us we’d have to wait because they had just received the reservation, even though I had made it a week earlier on Kayak. We ended up paying more for a car that was available
Positiv: Nothing different. Nice car. Usual inflexibility when returning. $168 for four days.
Never againPositiv: Nothing Negativ: It started with Gloria. She obviously is in the wrong industry. So we cannot use our own insurance with Payless? Gloria insisted we can't. I also was quoted a different price per day then what I had to pay. Payless should be called Paymore and Getless. I will be making sure everyone knows how I feel as well
Had to pay extra for a car I thought I reserved anyway Positiv: Woman checking me in was lovely, the car I ended up with was fine though the oil was only at 25% Negativ: My reservation was for a "Hyundai accent or similar." When I showed up I was told a smart car was reserved for me. My husband is 6'4" - a smart car was not going to do. We needed a sedan which is what reserved with the Accent or similar. I ended up having to pay a daily up charge fee as a result which was annoying.
Cigarette smokeNegativ: Cigarette smoke in the car made my girlfriend and I very car sick.
Positiv: Quick pickup, comfortable and clean late-model vehicle, easy drop off, very inexpensive. I would rent from them again.Negativ: No complaints.
Car RentalPositiv: I liked the convenience, the friendliness of the staff, the responsiveness of the staff, and the overall value for the money. We had a small problem with the car we rented but the clerk got us another car within 2 hours. I really liked that. Negativ: We had to have first car picked up because it was flashing an indicator light (temperature warning). I think this should have been checked before renting it out. The clerk helped us get another car and it was delivered to us without any problem within 2 hours.
Great Car - Great ServicePositiv: The car was very clean and very well maintained for a vehicle of almost 20,000 miles. I thought at first it was brand new... The staff was friendly and very helpful. Negativ: One minor issue: I had to wait in line to get the car for about 20 mins - if Avis and Budget are going to share kiosks then they need to man them sufficiently. Not a major issue, once at the counter the assistant was quick, knowledgeable and very helpful.
Great service!!!Positiv: With this being my first time renting a car through Kayak, the entire transaction was smooth. From the moment of requesting the rental to returning it, the experience was great.
Easy to use in midst of travel messPositiv: Due to bad weather, our flight plan was diverted and we had to rent a car to drive the last 75 or so miles home. Thrifty worked well at this time. Rental process was easy. Return process was easy. Price was reasonable. Staff were competent and understanding.
Computer was down. Negativ: Waited an hour for computer to come back up before deciding to rent with another company. Ended up paying $75 more (full-size sedan for 3 days) for the day of rental.
Still have sore spots from driving a new Versa 1200 miles!Positiv: Went with the Manager's Choice - but it turned out I didn't get a break on pricing if I simply selected what I received. Got a new Nissan Versa with only 9 miles on the odometer.Negativ: 1240 miles total over a 6-day travel. The Nissan Versa had significant road noise from tires, transmission buzz, and wind buffeting. Hard plastic interior pieces on door panels and center console near the foot wells - which resulted in a fair amount of pressure point pain which has lasted two days. No comfortable position for legs for a 6'2" 260lb man.
Should have trusted my instincts - just rent the full-sized and spend the extra $40 for the week.
Fool me once.
Negativ: - no one at drop off booth. Provides boxes for drop off and also tells you to come in into the airport- which one is it? Dropped it off after 24hrs. No one at the airport. Dropped it in the drop box. Got charged for 2 day usage. Not sure why. Now I have to make calls and waste time waiting for customer service. It is Sunday and customer service is closed.
Good service but a little priceyPositiv: Clean, fairly fast... checkout was a little confusing because the counter and the car retrieval people got confused.
Negativ: Price. 80$ because we needed to go 150 miles but you obviously jack the rate across a stateline. Daily rentals are like 30, yet..... and we returned it under 7 hours... not even a full day. Feels bad.
Dirty beat up carNegativ: Car had trash in it. 22,000 mikes on the car and there were already dents and scratches all over it. Rented a "special" class vehicle and found out that's another word for compact.
Positiv: Easy to drop off and pick up. Negativ: It took almost an hour to go through the paper work and then finally get the car. That seemed to be long. There must be a way to shorten that time.
drop offPositiv: Simple, and very friendly service personNegativ: Had to drop off the car and then walk inside to someone at the counter