Hertz Car Rental - Reno - Reno-tahoe International Airport (RNO) - Reno, Nevada

James W.

Horrible experience - I travel frequently for business and rented a vehicle from Hertz at the Reno Airport. I used to be President’s Circle for many years and due to far too many bad and unethical experiences with Hertz (as a whole), I switched to National quite some time ago. Nonetheless, I thought I would give Hertz another shot. This was possibly one of the worst customer service experiences I have endured in a while (in terms of rental cars). First and foremost having to physically go to the counter (at an international airport) is ridiculous and the line took forever. Once I finally had my car - they added prepaid gas, without my permission and demanded my personal insurance information despite have a corporate contract with the insurance included. At that point I was too exhausted to argue so took the keys and proceeded to what was supposed to be a mid-sized SUV (it was a Ford Escape). To make matters worse - I could smell nothing but marijuana coming from the car before I ever opened the doors. Once I opened the doors, I immediately returned to the rental counter where I had to wait another 15-20 minutes for assistance. I was so over it all that I decided to just cancel the reservation all together. The car had not been started, moved or driven. They took the keys and my rental contract but gave me nothing showing it had never left and the keys were returned. When I asked for something I was told - the manager will have to do it tomorrow. With Hertz’s record of falsely reporting lost cars stolen - this did not give me a good feeling. So now I am going to have to spend more time getting it straightened out the next day. NEVER AGAIN

Stephanie H.

The employee I worked with was really kind and helpful. I requested an SUV and they initially provided me with an electric vehicle which I wasn't comfortable with...and was charged for an upgrade. I am in the presidents club and had to remind the employee that free upgrades are included. They handled it immediately, but I wish it was an easier transaction

Debra H.

Worst experience ever! Made to wait over 3 1/2 hours in line. Cars not available. No communication with customers about what was happening. Random selecting of customers, not first come first serve. Total mismanagement by Hertz employees. Some service employees simply left their positions without warning or reason. I would advise everyone to steer clear of Hertz in Reno. The star is a negative star. My agreement was for a 1:30 PM pickup and did not have my car until 5 PM. Last time I will let Hertz treat me like that!!

Laura V.

BE WARNED: Every time we visited Reno, (4 years in a row), we've had the worst experience regarding customer service at Hertz Reno.
For some reason, the associates at Hertz Reno (if you are lucky to find more than one on a same shift), are utterly rude, bad tempered and disrespectful. When you ask to speak to the manager, lol, they end up stating that THEY ARE the managers. Horrible service.
If you can spare and enjoy having 90 minutes or more in line to reach the desk, EVEN having a reservation, then this is the place to rent a car. I am reading all the apologies from Hertz to these complaints, and they seem to disregard their customers opinions. Weeks and months pass, and there continue to be complaints.
Go to ENTREPRISE or ALAMO

Julie C.

This location is a mess and put $500 in extra charges on my account without contacting me, and it's impossible to contact Hertz customer service.

I was assigned a car at check-in but it wasn't in the designated spot. The employees took my keys and ran around the parking lot trying to find the car but couldn't. It took forever, but they finally get me a new car after trying to assign me different cars but each of those cars all have "problems," so an SUV is all they have to give me. That SUV isn't in the right spot either, but I find it a few spots away from where it's supposed to be. About 24 hours into my reservation, my credit card is charged an extra $500 (separate to the temporary deposit they've charged me and that I agreed to). I call all the customer service numbers but I can't talk to anyone unless I need roadside assistance.

I finally ask the front desk about the charge when I return the car, and they are rude and say "oh, well it looks like you exchanged the car." No, I didn't - you assigned me a car that wasn't there! Then they go, oh, well it looks like your car was impounded and that cost $495! I had my car my entire vacation, and in the first 24 hours when it was supposedly "impounded" all I'd done was park my vehicle in my airbnb driveway. I say maybe what happened is that the first car you tried to give me was impounded and that's why you couldn't find it! They said that wasn't possible and that I'd have to contact their billing department.

Eventually I got the charge removed but it took a couple weeks and was a frustrating process. This location is a mess and Hertz needs to have better customer service -- sometimes you need to be able to talk to an actual person. And if something like that does happen, you need to tell the customer -- not just charge their credit card with no email or phone call! If you do rent from this location, make sure to keep an eye on your credit card. Also, the signs at the airport on how to return the rental vehicles were very confusing. I suspect the original car they assigned me was impounded because the person returning that car got confused and parked it in the wrong area.

Jerry B.

The car we rented was fine except it had not received the latest map and software updates, limiting map and routing functionality. An agent at Reno airport who we first dealt with tried too hard in various too clever ways to sell additional driver fee for spouse, and damage waiver. For additional driver she implied I did not qualify because of an error when selecting options in Expedia (failed to identify as Gold member), or that Expedia often has mistakes in sending that information to Hertz, and there is variation in state laws regarding additional driver. Finally added spouse with no fee but messier than it needed to be. The car she assigned was not the one in the named space, had to return to rental counter. The first car was unacceptable - rattle in engine compartment. The car had excessive mileage in my opinion - 50k + miles. Returned to rental counter. Another agent tried to be helpful but it took a long time for a replacement in my assigned class to be available. I'm pretty sure they went to some lengths to insure no car was considered outside my originally assigned class, although I had eligibility for a one class upgrade through various affiliation codes that I had entered.
This rental was too much hassle.

agnate80700

I'm convinced Hertz is just a scam company. DOCUMENT. EVERYTHING. They will attempt to overcharge you at every opportunity. Turn your car in with a full tank, get charged for half a tank. Have the car for 3 total hours? Get charged for two full days. It goes on and on, every time. If you're fool enough to use Hertz when other options are available, prepare for a fight.

Aubrey M.

Rented a car from hertz at least a week before travel. Was on time for rental after landing at reno. After waiting an hour, they informed me (and everyone else in line, at least 20 people) there was no more cars to rent. No help, no apology, the two workers turned off the lights and walked away. Being after midnight, there was no other options. Hertz decided to reject our requests for help asking for any other forms of transportation or lodging. We are now stuck in a closed airport with no place to stay, no car, no refund. Never using hertz again. Absolutely insane to treat your customers like this.