Reviews of Hertz Car Rental - Rochester, Gates - Elmgrove HLE (Rent Cars)

ColdSmoke Munster

The absolute worst customer service I have ever received! I made a reservation through AAA and they let me pick up at 6:00 on Thursday when I got their they were closing up to leave I apologized as I work in customer service and understand. Carl never even acknowledged my apology he rushed me out the door and barley said two words about the rental. All he told me is I had to return the vehicle with a full tank of gas nothing else. When I went in today they were helping another customer and being polite and professional. I was shocked at how differently I was being treated. He claimed the car was dirty and that it would cost $300 to clean. I asked him repeatedly if there was something I could do as I do not have $300 to pay for that. He told me no and that he will charge my card regardless. They also rented me a car that severely needs breaks on it. This man has no business being in customer service he is a bully. I will never rent a car from hertz again and I will be sure to tell my friends and family not to as well. Giving this place one star was being generous.

Mimi G

Salesperson was totally professional and easy to work with. Answered all questions and concerns. Highly recommend this young man..Definitely a 10

Michelle Battaglia

Everything went smoothly and Jason was very helpful.

Saundra

All was good

Dopeness

Excellent customer service. I love the convenience of the neighborhood location.

Sherry Crumity

Rented a car for a Saturday pick up. Even received a confirmation email. My family was all packed and ready to go on our 10 day vacation. Arriving at our scheduled time to pick up, only to see a closed building. Called Hertz, and guess what they did for me? NOTHING! Oh wait they did offer me to pick up a car in Buffalo NY if I wanted to (65 miles from where I was) for double the price I paid originally. The level of professionalism and customer service was disgusting. They even tried to charge a fee for canceling my reservation! What? There wasn’t a car for me to pick up! I will NEVER use this company again. Luckily I called Enterprise and they saved the day, had a car ready for me in 30 minutes!

Lori M. Lamey

It was quick and easy to check in and receive the car and a piece of cake to return the vehicle after hours. Great selection of vehicles as well- I was able to rent a Ford Explorer to seat 7 people comfortably!

Dontennia Moss

Terrible. I was told by insurance I would only need a $50 deposit and it ended up being $92 so I walked out

Janice Heard

Rude staff at the airport

Emily Rose

Bad customer service horrible service never again

Mark Goldberg

Carl should not be able to deal with the public. Awful service and poor attitude. Do yourselves a favor and fire this guy!

Debbie Decarlo

I had a rental as part of a manufacturer recall. Instead of going to the manufacturer to get paid, Hertz charged me for the rental. They said it might take a week or two to refund the charge. I asked if they would refund me for any interest incurred on my card, and they said they would not. Do not use Hertz. Funny how they can immediately charge me but a refund takes a week.

Justin Salomone

Had a reservation "had to get car from the back" 40min later still getting the car from the back. Joke

Warren Miller

The service was great. Car was clean and they take pictures of the vehicle before you leave the premises.

Cait Pratt

Great customer service. Dan is the man! Sometimes there is only one person in the office so you have to have a little extra patience. If you can't, you'll have to go to the airport where you can get your car fast but pay the high airport rates and fees. I can wait 15 minutes to save $75. Good people who do their best.

Scott Martin

Carl and Peter were extremely polite and helpful. They put up with all my questions very patiently. I highly recommend this particular location. Excellent customer service, very personable, professional and well mannered. Definitely coming back when I need another rental!

P Hender

Never was there

Lanny Stock

Great service.

yy p

Quick svc, car was waiting for me as it should be for Gold member Servicr

Tactical Tim

They know how to take the reservation, they just don't know how to hold the reservation. One might say that the holding is the most important part of the reservation. Went to them twice recently and will go no more. The first time was for a van. There was rotting food under the seats and in the stow-n-go compart and tons of damage on the front bumper. Oil light came on a few miles down the road and the rear passenger tire kept going flat. The second, I reserved a midsize and got a Kia forte. It had damage on the hood, scrapes along the passenger side and the alignment was so far off the rear tires were incredibly hot and the car would shift right at every bump. It also smelled of smoke. This rental location is... Not exactly

Barbara Ann

Rented through this location with West Herr. Not a good experience. Told the car was a grey sedan out front with a full tank of gas. Wondered around the front of the building for a while couldn't find it. The car was on the side of the building and was a black Fiesta with 3/4 of a tank of gas.

Danielle

Thank you Whitney and Carly for being so nice and helpful when I needed a rental car while my car was being fixed, also thank you Justin for being so helpful and kind on the phone. Hertz on Elmgrove in Gates ????

Dan Z

I always used enterprise car rentals, the henrietta location and always satisfied with them, that location has a great team of people, but i recently went to the one on Buell Road, OMG RUDE folks and not professional at all. I went to Hertz, i was so pleased with the whole process, i will always use them and highly recommend them.

Lakesha Moore

Not satisfied with the service.

Marcello

This place is a joke my stepdaughter rented a car told her there were ashes in the car when she doesn't even smoke the manager Carl takes advantage of your kids that rent from them 300 there trying to. Charge her...I personally think he says things that are unfounded to bill people so his commission goes up.. stay away from this location..

Jeff Frary

My car was in the shop after being rear ended rented from Hertz a nice ford focus car was clean and nice... they guy working the desk was friendly would definitely be back if needed..

Amy connon

Excellent customer service and friendly staff no long line in and out with a great experience

Mario Gonzalez

Too expensive

Lynn Mael

Good service

Rochelle Curtis

They have good cars for cheap prices , always rent a car from them when I go to NYC

Regina Ellsmore

extremely horrible customer service. i am a gold plus rewards member and never have an issue at the airport. i frequently travel for business and personal reasons. for this recent trip i decided to use the elmgrove location because it was closer to my destination. BIG MISTAKE! first carl tells me that my reservation is an additional $200 due to the deposit but that will be returned. ok no problem. then he says i am required to take the additional insurance at $40/day because it is a brand new car. aren't all rental cars new?? then i am told if i pay with a visa credit card it is an additional $200. same card i used to rent a car at the airport a month earlier with no additional fee. nothing but lies and scams. every time you speak with him it is a different story. please do yourself a favor and avoid elmgrove and carl at all cost! and if hertz knows whats good for them they will not allow carl to continue providing such horrible service on their behalf.

Tom Bissonette

Excellent customer service and very knowledgeable. Awesome experience! Much more convient that going to the airport and a decent selection of cars!

Maresa Wickham

Reported to corporate and Better Business Bureau. Need to report Attorney General and news station. View Kelly Price video. Same thing happened to me Hetrz is doing something shady.

Troy Richards

The rental from this location was good. After getting my car back from being in an accident, I was pulling out and an employee backed into me. Been fighting the claim for about a year. I got my insurance involved. Nothing yet. I'm done fighting it. I am not going to any location from now on.

Show Time

Great cars and customer service. I needed to extend my rental due to a family emergency . No prob. Did it over the phone.

zen griffin

Everything went well with the rental & the agent that took my information. But the only problem I had was, the rental vehicle had Texas plates, and my wife and myself went to visit our daughter in NYC. Thankfully no one was hostile towards us! I'll recommend Hertz car rental to anyone.

Mega Ombeni

Great service! Picked me up too!

Rob M

Absolutely horrible customer service. Stuff very rude. They gave us a wrong car and last minute said we don't have another car. Very upset. I don't recommend hertz. Keep away from this company

jessie H

I booked a car through this company five days ago and I booked it for this specific location. When I came to pick up the car, they didn't have any cars for me and they were very unprofessional when they spoke to me, they basically told me to kick rocks. I would never want anyone to come here, PLEASE DON'T WASTE YOUR TIME!

Aweis Salah

I rented a SUV for a month back in September/October and Carlie and Karl went above and beyond to make me happy! They were wonderful. I was very happy with my Nissan SUV month rental. Thank you again!