Hertz

Mr. Salman gave amazing service and was very courteous in answering all questions and setting us up for the road.

I've just booked a RAV4 for Feb 24, its impossible to find out if it will have M+S tires. Also can't find out how to upgrade to snow tires. I tried calling but no answer!

INADMISIBLE!
Apres avoir atterri à Calgary, nous sommes allés prendre possession de notre voiture à l’agence Hertz juste en face de l’aéroport afin de continuer notre voyage qui a été organisé depuis plusieurs mois.
Arrivé devant la réception, L’hôtesse nous a tout simplement annoncé que notre réservation de véhicule a été «canceled».

Impossible de nous expliquer le pourquoi, ni même de nous donner l’info de par qui (de notre agence de voyage ou par eux même), L’hôtesse n’a rien voulu savoir même avec une personne de notre agence à l’autre bout du fil. Impossible de discuter avec eux, impossible de nous faire un papier écris nous informant que le véhicule à bien été annulé afin de négocier par la suite avec l’agence.

PIRE: impossible de réserver à nos frais un véhicule le temps d’une journée pour au moins regagner notre hôtel: « I cannot rent you a car, none are available for you. » … « You should have better prepared your trip» on crois rêver…

Clairement une agence comme ça ne vaut pas le coup d’être déranger, autant aller chez leurs voisin AVIS qui a pu comprendre notre situation et nous ont aidé à trouver une solution.

The employee on site was very rude. When we asked how our name was pronounced (we had to wait and she had to call us), she replied "whatever". Pretty unprofessional and unnecessary.
In addition, a very large dent on the car was not marked and when we returned to complain about it, she told us to wait (we had stood quietly at the counter without interrupting her conversation with the customer).

Arrived at Hertz in the airport rental car centre. Hundreds of people in line, told my car is not ready after waiting in an extremely long line. I very clearly stated what time I would be there and still waiting now that it’s been over an hour

Do not rent a car from here. I've been waiting for 2 hours and still don't have a car. My reservation was for 12pm and it's 3: 02pm as I write this. Absolutely terrible. They don't know what they're doing here. Literally use any other car rental and save yourself the headache. 0 stars.

Rented a car, drove to banff. Next morning we woke up and BOTH key fobs were broken. After being on the phone with the "emergency assistance" line for over an hour on an international call, my husband finally just got a taxi, went into town, bought key fob battery replacements, and taxi'd back. This cost us a significant amount of money and they STILL WILL NOT PAY US BACK! I've called the manager and emailed them multiple times with no response. They clearly don't check their vehicles (ours wasn't even a full tank of gas), and if you need emergency help, good luck!

Hired a car from calgary airport $135 daily rate for an intermediate as a 21 year old which is still quite expencive. It was presented fairly poorly washed and also came with NO BLUETOOTH OR NAVIGATION! And then within 2 hours of renting it overheated called up roadside assistance and were told we have to wait 2 hours for a tow truck then be driven 2 hours back to the airport to collect the new car and drive the 2 hours back again. Mind you we were only in the area and the car would be returned within 12 hours of hiring it we decided to wait for the tow truck and give them everything for a full refund from hertz the tow truck arrived 3 hours later.

We then call up and get tranfered through 5 call centers telling me to go to the next department. I was told twice that a manager would call me back all with no reply. Finally got in contact with a manager after 4 calls and were finally told we would get our money back

Ruined our trip and wasted another 2 days of our vacation very disapointed wouldnt go back. Would rate them no stars if i could

Terrible service, I don't recommend renting with them. First when we checked in we were forced to pay for an option that wasn’t mandatory even if we asked her twice why. Then the lady was pressing us with «  there are people waiting » We called CS and we had to go back and wait 1 hour to see someone. Then I forgot my phone in the car after returning it. I went back after 5 minutes, but no one wanted to help me. The staff there told me 'good luck, ' I'm really disappointed. "

Very helpful associate and clean cars. Easy to find from terminal, go all the way down to domestic and cross the street. If you have five star or presidents proceed to the garage office for their “board” aka your keys. As the associate said they don’t have “that fancy tech up here they do all that in the states! ” Very nice fella

Garage is quite tight so please watch for pedestrians and use pedestrians walkways do not go rogue, everything is well marked!

Despite a long line, the Hertz staff moved people through quickly. I was pleased and impressed by a super friendly female counter agent named Bimpa who assisted finding our group a larger vehicle and searched exhaustively through sister company Dolllar to locate it. She handled it so professionally and made the process a good experience. Fast and easy drop off too. I’ll recommend this Hertz car rental location for others traveling to Banff.

Thelma at Hertz Rental Car in Calgary Airport provided excellent service! Despite the long lineup, it's wonderful that she promptly assisted us and even upgraded the rental. Thelma's efficiency and the pleasant upgrade definitely contributed to a positive experience.

Thelma was super friendly, as was the other staff member at the counter. The rental was straightforward and Thelma made sure we were able to pretty much grab and go. A really positive experience!

Très bon service, le véhicule que j'ai réservé était prêt a temps et il était parfait. Au retour ce fut aussi rapide de rapporter le véhicule. Aucun embûches

Staff are extremely helpful and friendly. Went above and beyond to help me, for example, he grabbed a cart for me to put my luggage, and asked me which airline I fly with and pointed the way for me. I was lucky to get a new car. Everything was perfect. Had a great experience driving from Calgary to Banff!

The location was super easy to find and the staff who helped me Georgie went above and beyond to make sure I was safe and happy with the car I would be driving. Georgie gave me some great suggestions on places to see overall amazing costumers service

This Hertz location has low ratings, but my experience was excellent. Easy pick up and drop off. No hassles.

Good experience until the end. Upon dropping off the car a guy in an orange vest (got his name later- Tanvir) stormed up to us, didnt greet us or tell us who he was, said that he thought he smelled smoke and would be charging us $150. We didn't smoke in the car or anywhere near the car. Then he started making some accusations about dog hair.me and the person I was with don't even own a dog let alone bring one in a rental car.

When I asked to speak to Tanvir's boss he said he didn't know when he'd be back and refused to give me any contact information. Stay far away from this place unless you want a power tripping angry guy to charge you extra hundreds of dollars fraudulently.

The sales representative Georgie was amazing. He understood our needs and was able to give us detail prices and answer all my questions. I really felt that my family was being taken care of with his great service.

My flight was delayed by an hour and they were able to extend my rental free of charge.

Returning the vehicle was a simple process.

I was surprise when everything went well until you return the car.they did not charge dime extra from me.

Originally ran into an issue where the car we booked wasn’t available, but Azram and Dilkash were super helpful with arranging for a car prior to the arrival and ensured everything went smoothly! Thanks!

Staff has no sense of humor asked if I could have a cheap pen fm counter and he acted like I was asking to keep a car. Lol relax dude.

Very slow service; the duration of the waiting was almost parallel to the time of my flight. Horrible experience, the line was almost the same as next doors, Avis, however; Avis took 5 minutes while Hertz took more than an 3 hours.

While unfortunately our first rental here had some issues, the manager at this location quickly helped solve it for us and replaced it with a new rental at a location close to us in Banff. Appreciate all the help and time.

Helpful staff and a clean car, plus free satellite radio — perfect for the long drive to Jasper and back.

Pro tip: unless you're a Hertz Gold member get here soon as you can; lineups form quick!

This location has a Star Employee! Mike Laung.

Online reservation, adjusted based on available cars, got us into the right car for our trip. Killed us with amazing attitude, customer service and advice for our two week trip.

Kudos Mike! Keep doing what your doing!

You should be looking to train or run your own team doing anything dealing with customers.

Thank you!

Extremely slow service, with uncooperative and rude staff. The wait was quadruple the time as Avis. Our car also had some scratches on arrival. I recommend booking with Avis instead.

Great car, got us from Vancouver, Vancouver island and all the way to Calgary no part all.
Hopefully get another deal next year.

Do not get your car from here.charged me $157 for a “smell”? In the car… Visited my family and rented a car, did nothing to make it “smell”. Do not get your car from here.

A very good star rating because of Georges! Georges had great customer service. An employee that is a great asset to your company. Made our experience better especially our reservation being last minute and it was high stress due to our cancelled flight back home! Again thank you Georges! You are amazing!

Nick at this location is truly exceptional. Enterprise sold out of the SUV we had rented in early February, so we were left without a car. Nick made magic happen, renting us his the last SUV they had and saving the day. In addition, he helped us sign up for Hertz's loyalty program and provided tips on where to find the best donair in Calgary (Jimmy's, which did NOT disappoint). I highly recommend Hertz and especially Nick for their excellent customer service.

This applies to Dollar car rental at the Calgary airport however Hertz and Dollar appear to be as one so my review will be here. I rented a clean and spotless car in September and upon my return the attendant accused me of having a dog in it. He found what looked like a hair on the floor. I explained that no, I had not had a dog in it. To make a long story short a couple of weeks later I checked my visa and found an unauthorized charge for $130 for "damage". I tried all routes to get the money returned however they decided to believe their attendant over me. Don't rent from them, they stole from me. Very poor customer service.

Excellent customer service! They were slammed when I arrived. Stephanie handled multiple customers and a jammed printer with grace, professionalism and a smile.

We had Mike helping us at the counter, and he did a great job. Very informative, helpful, concise and kind. Thanks Mike. Cheers.

Hertz, Thrifty, Dollar are the same company.

I rented a van in Thrifty before Xmas 2021. There was a mistake to charge me an extra of 500$. After 7 weeks of waiting and numerous calls, I am still waiting for my refund.
The staff was polite on the phone but it's not helping me. All I need is get my refund. They told me it takes up to 4 weeks for IT department to finish the transaction but it's 7 weeks already. And honestly I don't know if something takes 4 weeks can still be called "IT". Even manual operation can be much faster than this.

Extremely frustrated!

In the process, I also contacted the website (both Thrifty and Hertz) to request a receipt, but no reply from email at all.
Also, I was told by staff (for 3 times) that a manager will call me but never did I get one call from a manager.

Will do my best to avoid HERTZ/Thrifty/Dollar in the future!

UPDATE on Feb/23/2022

Just got callback from Calgary Hertz manager (after the 5th time i was told that she will call). What she told me is the claim has been submitted on Jan-5 but still not processed (after 50+ days). It is neither declined nor approved. And that she cannot do anything to speed it up.

Had a ski trip out to BC and had a few problems with the start of travel. Thelma at Hertz was extremely helpful in getting me setup with a car that would fit my skis and make it over the pass for a good price.

Booked with hertz online, flight got canceled and asked them if they can cancel reservation they said yes and i was told refund is processed, after 20 days called again and was told cancellation fee was applied but will process refund. After 15 days called again and first they pretend no record then told me another team checking issue. Cant believe this level of customer service. Two costly lessons learnt
1. Never use hertz and their affiliate car rentals
2. Never pay before car rental.

I originally booked through Thrifty but my pick up location was at the Hertz care rental counter so I will also be writing my review here as well.

I booked a car rental for a work trip January 8-16.
After a delayed flight and delayed baggage, I was incredibly tired and frustrated.
Georges helped me at the counter and he was beyond helpful, courteous and had the best customer service skills from any one I've had dealings with. This was the best way to start my solo work trip and it changed my entire evening by just having such a positive experience and communication. I hope that there are more employees that go above and beyond like Georges to uplift its customers especially during these incredibly challenging times.

If you are renting from this location, ask for Mike! Serious, he made everything so much smoother, and less anxious about everything regarding a car rental.

Thanks Mike! Hope to see you again next time!

Hertz charged us an extra $242 for the return in Kelowna even though our reservation with Expedia specified the different return location and that all mandatory fees were included. I have followed-up numerous times and have not been able to get this refunded. Hertz contends it was not included and has tried to pass the issue off as Expedia’s several times.

It is frustrating there is no flexibility by management to waive these fees in the interest of customer satisfaction.

In addition, Although mud / snow rated tires are on all vehicles, winter tire pricing is between $10 (cars) and $25/28 per day (vans / SUVs). With many renters heading up to the mountains where winter tires are mandatory it would be helpful if this information was transparent in the online booking process and easy to add in advance.

Thank you Mike for your great service! We had our vehicle in a timely manner, and he answered to all our needs.

We’ll come back whenever in Calgary.

Booked through Dollar car rental but had to deal with Hertz to get the vehicle. Absolutely terrible experience. The price demanded on arrival was hundreds of dollars higher than what I was quoted (and partially paid) online. The service was very poor.

Last minute reservation after a snow fall, Mike was extremely helpful and went out of his way to ensure that we had a wonderful vehicle with winter tires.

Service is good, but no quick pick-up for Gold membership. Lined up took a good amount of our sleepy time (over 30 minutes but I lost count) while there were only 4 customers ahead of us. Missed the go-to-the-parking-lot & drive-off offered at other airport outlets.

Return was chaotic. The lot was just too small & the signs are horrible.

And the rate? Blame it on COVID.

What a great hertz rental location! Upon return of car - Nick took the time to help us with all of the bags and provide detail directions on where our terminal was located!

Smooth pickup and great service! Thelma helped us with our pickup and we were on our way just in 15 minutes.

Highly recommend this location! Thelma was super friendly and helpful, suggesting local spots to visit while checking me in. Without asking, you wouldn't know she had worked 12+ hours that day! Thank you Thelma for the amazing service and upgrade, you and your team are rockstars.

We arrived an hours late, and office was closed at the airport. So we had to find another way to get a car and extra expenses. When i called in the morning, service rep just told me its all my problem.and didnt offer any solutions. NEVER RENT FROM THIS LOCATION!

Took $516.00 from my visa as a deposit without my even renting a vehicle and denied the charge, did not return the funds.asked for a manger call back and am still waiting, avoid hertz and their affiliates Dolla at the Calgary airport very sneaky and unprofessional service

Service was great on pick up. The car was in great condition and will definitely rent again from them.

The Calgary airport location could use more signage for drop off as I could not locate it. Then calling was a huge run around as I couldn't get the representative at the location at first. The employees were very friendly.

I had a wonderful experience picking up the rental car, I was upgraded for free to a brand new Toyota Corolla - staff was super helpful and kind.
Was a bit hard to find the rental car location, but once I found it was very convenient. Dropping off was a breeze as well. Will definitely rent from them again.

EXCELLENT CUSTOMER SERVICE!

The experience started with a bit of frustration because they ran out of small size cars and only had vans available (which wasn't going to be suitable for me since I was going to be driving 2,000+ KMs and the gas would have been way more expensive). I was so lucky to have an excellent representative named Sunny. He went out of his way to listen to my frustration (I was pretty upset) and was able to switch the car the next day with what I initially needed. It was a long weekend so the car rental office was very busy but I'm really grateful for Sunny and felt like i was well taken care of!

Not the happiest experience using Hertz, my first time. I initially reserved an SUV, for myself and my parents (3 people total). An SUV seats 5. When I went to pick up the car, the sales associate at the counter, suggested a minivan stating it was clean, new, good treads and would be very comfortable for us. But since it's three if us, a five seater SUV would be fine. Ultimately, I went with it, but it actually was an oversell. This particular model, would not mute the radio while GPS was navigating. In other words, you hear the radio playing while you're trying to navigate on the road. In addition, I'm used to car rental associates walking me to the car, assessing the vehicle with me and giving me a quick run down in where to locate which buttons and features. Only when I asked, did the guy come and show us. I don't know why I didn't stick to my original SUV plan. We didn't need a bigger car if it's just three of us.

I rented a Toyota Carola, aweful winter car. They charged me $25 a day for winter tires. Personally I think that it is rediculous not to include winter tires for all cars in Canada from November till April. I was supposed to rent the car till December 18th, as I discussed with the agent. When I returned the car they said that it was to be returned on the 14th. My issue for not checking the paperwork but it was a surprise. The car rental ended up being $750 for the 2.5 week period, instead of the $550 quoted. I usually go through Expedia but try to give the rental counter a chance first. This was the wrong idea this time.

Do not use this company. I got phone call after 3 months after I returned car and they said I need to pay them $1000 for the car fixing without any notice. I never damage that car, why the bill came to me after 3 months. I don’t know what to saw about this company. I have been driving more than 10 years, that’s my first time having this trouble.

The guy was rude and took me 2 months to get refunded money on my credit card because they said I didnt fill it with gas before I returned the car when in fact I did and they didnt even check

We returned the car and everything went very smoothly plus very friendly clerk.cannot understand all the negative reviews

The staff at the counter was efficient but not friendly and not polite at all, she spoke and acted like a robot with no facial expression. I booked a VW or equivalent and ended up with a Kia. So Hertz equalized a German brand with a Korean brand? I signed the car inspection sheet but there was NO actual inspection done by the staff with my presence after my signature. The staff did not tell me where to return the car until I asked if I would return the car to the same location where I collected the car then she said, "NO". Why not the staff told me at the first place, it was my first time visiting Calgary and I had no idea if a rented car would be returned to the same location or to a designated return area. Definitely will not choose Hertz again although I can get a discount from using a specific credit card.

I returned my rental car at the Hertz in Calgary Airport. The employee checking in my car pointed to a miniscule surface scratch that was halfway under the bumper and said that I had damaged the car. The scratch was so small and halfway under the car that I asked her if she was joking. She would not let me leave without signing that the car was damaged. The "damage" was so small and I was so irate, that I did not think to take a picture of it. Honestly, I have no way of proving that I didn't do the damage other than the fact that I know I didn't run the car into anything for the 3 days I had it. Even if I had taken pictures of it when I received the car, I doubt I would have taken a picture of a spot almost under the car. 2 months later, I get a phone call saying that I owe 458 dollars for repair of the bumper. I have never seen such ridiculous service in my life. Why would anyone even bother to repair that "damage"? It was barely noticeable and halfway under the car. Furthermore, I don't believe I caused the damage. A warning to all, if you don't want to be scammed, take pictures of all angles of your rental car, even under the bumper.

Update: Hertz Corporate did rectify the situation. I definitely learned my lesson about documenting EVERYTHING. Even under the car before taking out a rental car.

I HAVE NO PROBLEMS WITH CUSTOMER SERVICE AT AIRPORT, BUT I RENTED A JEEP 5 MONTHS AGO AND THEY DID NOT HAVE A JEEP FOR ME. WANTED TO GO FISHING IN SOME REMOTE LAKES WAS NOT ABLE TO DO THAT WITH A NISSAN, HAD TO CHANGE ALL MY FISHING PLANS, NOT VERY HAPPY

This location is the worse. They gave me a vehicle that broke down (Engine had issues). The vehicle wouldn't start when I tried to go back to the airport, they told me they would send me a taxi and tow truck - a taxi never showed up and I almost missed my flight. Now they are attempting to charge me an extra $150 on top of my original rental fee. I have attempted to call them three times to discuss, and all three times they said they would call me back, I have still not heard back from them. This is the worse customer service ever. Do not rent from this location. Its awful.

My reservation was for a Ford Mustang or similar. I was given a KIA. When I spoke with the manager he said that since the reservation was made through United that I would need to call United to sort this out. I showed him my phone where it clearly said that the reservation was with Hertz and my reservation showed the car would be a Ford Mustang or similar (A KIA is not similar). He said that Hertz is a leasing company and he would not give my the Ford Mustang, although one was sitting in the parking lot right out the door. Whatever the issues United and Hertz are having should not be the clients problem. The fix was so simple but the manager was rude to me in front of other customers waiting to get their cars that I was truly stunned by his mannerism (lack of). I am a Gold Member of Hertz and I will not say I that I will never rent from Hertz again, but this was a horrendous display of customer service and he requires massive rehabilitation training on how customer service works, or be given the opportunity to seek employment elsewhere.

Rented a car from Hertz at the Calgary Airport to go to the Banff area. From check in to check out, the service was quick, friendly and efficient. The car was clean and was perfect for our needs. When we got back to the airport to depart and drop off the car, we were met by Manu, who was AWESOME! He was super helpful, inspected the car quickly and even offered us a ride to the International terminal since it was a long walk! Manu, you are a rock star! That was by far the best car rental experience I've ever had. Thanks Hertz and thank you Manu!

I had to leave a glowing review after the staff at this place helped my mom get her cell phone back! We were in line for security when she realized she didn't have it. I called, and the staff acted immediately in finding the phone and bringing it to us at the right door. They were thorough and asked several questions to confirm that it belonged to us.

They saved our return trip! 5 stars. You guys are the best and deserved to be recognized for it.

I’ve been a presidents circle member of Hertz for many years and rented from them all over the world (and usually have no issues). Alas, this location probably has the worst staff that is nothing but demeaning and condescending towards their customers. We arrived and went straight to the booth in the parking lot (designated for gold plus or higher members) and we were immediately confronted about our corporate rate and were to asked to provide proof of eligibility for using our company discount. For whatever reason, the proof presented did not satisfy the agent. When I asked to see a list of “eligible documents” he said that was not possible to share. Finally after a 30 minute standoff, we decided to take our business to Enterprise who happily honored the Hertz status and cheerfully thanked us for our business. This is the worst Hertz location anywhere in the world! This experience has cost them an otherwise loyal customer of over a decade-

Edit: the manager apparently replied to my comment with a generic “please chat with our support rep”. When I tried that, the support agent couldn’t care less about the issue. It’s since been several weeks and nothing has been done about the issue!

My flight arrives early and I went to pickup my vehicle. She informed me I was an hour early and so I had to come back. I asked if there were any other cars and she said no. I walked away and went online, and attempted to rent a vehicle with the new time. I was able to do so. I went back up to the counter and when I let the staff know the information, she said, sorry I have 3 vehicles but my manager won't let me give them early. I clearly knew it was because I bought a cheap reservation vehicle and they did not want to accomodate. What terrible service! I cancelled my reservation- and made an reservation and got my vehicle through Avis. I always look for deals- but will ALWAYS pay extra if it means service. I will not be back to Hertz if this is the level of service they provide and believe is acceptable. Could have made a customer happy and for life- instead they could care less.

Went to Calgary for vacation and used Hertz rental car. Condition of the vehicle was superb. Fuel consumption was also exreamly good. Prices are also reasonable and used the vehicle for 5 days and dropped off at Edmonton airport counter. Recommend their service with give stars and will definitely use their service in future.

This is the worst rental car place I ever encountered. I’ve been waiting for 1.5 hours but an employee just left for a food break. Never Hertz ever again!

A staff lied me that jetta is full size car and gave the jetta. And he charged different price compare d to the price that I made reservation