Hertz Car Rental - Edmonton - 8624 53rd Avenue HLE

Watch out when renting. They will claim the fuel is full and then charge you more. I drove the vehicle approx 15-20 kms but then was charged over 20 for fuel for a small Nissan. No way did I use that amount of fuel nor did the digital gauge even move to indicate a lower fuel amount. Tried calling the location 3 times, got out on hold each time and one point spend over 30 minutes on hold. Emailed customer service and now trying to get this escalated. It’s the principle that isn’t acceptable.

I only used them because they were on location at Toyota on the trail for warranty work. If I were them I’d consider which rental you partner with when it comes to third party rentals.

Terrible! Tried calling and got voicemail options with no human. Just kept going in circles and tells you to go to their website, but the website isn't working!

Poor customer service. The guy doesn't know how to handle situations. He needs more training on how to deal or how to explain things to the customers.

First time I got headache from this location. They charged me $96 for GAS and even manager gave an excuses when i asked why? Then I called to Hertz complaint centre and they refunded my money after 3 days. DO NOT GO at this Location.

This review is long overdue, but hopefully still useful to others. Myself and a few family members rented a car from this location back in December 2022, i.e, the dead of winter in Edmonton. Upon arrival to the location, found out they had a car for me, but if we wanted winter tires on the car, it would cost extra. For anyone who knows anything about Edmonton and winter, making winter tires optional is INSANE. So yes, of course we opted for the winter tires for an extra cost. Because it was winter, they also said they couldn't clean the car because it would freeze, so we were given a fairly dirty vehicle. Not the worst, but it's a small attention to detail that didn't bode well for how the rest of the operation is run. They gave us two key fobs, but for some illogical reason, bound both of them together with a metal clasp and crimped it. We needed wire cutters to separate the clasp - who thought of this idea to give two fobs that are inseparable without special tools? Finally, the car didn't have a box heater - again, really strange considering it was -40 for the week we were there, and that wouldn't be an oddity for Edmonton any other year either.
Here's where Hertz really went from a 2 or 3 star review to a 1-star. Our car got vandalized one of the nights we were out. Thankfully, my credit card provided me with insurance, so all I had to do was report the damage and return the car to Hertz at the end of my time as expected. Easy, right? Well Hertz is the most difficult, frustrating company to deal with when things go wrong. They warned me I would get a "bill" after the car went through repairs, which I could then report to my insurance to get reimbursed. Well, instead of a bill, I started getting charged close to $100/night for "overdue return". No one at this location picks up the phone - I called countless times and could never get through. I had to eventually figure out I needed to go through a different phone number to get in touch with a Hertz claims department that informed me that they just never verified I had returned the car. Thankfully, I had taken pics of everything and kept copies where I could, including the return and damage report I submitted within the office. I don't know what would happen to those who don't keep records or think ahead to take pictures. It took a solid month or so of calling different phone numbers every day trying to track down the right individuals who handled my claim and to get a claim number before I finally had all the documents I needed for my insurance, and for them to stop billing my card on a nightly basis (to be fair, they stopped billing after a week or so after I phoned in and told them I had the receipts).
The staff at this location were nice, friendly, and helpful in person, but my God I would never deal with this company again. So many annoying issues up front, and so much downright incompetence on the backend when things go wrong.

Great experience. Great Rates. Rented a Tesla Model 3 for a business trip. The guys in the office are great and very accommodating.

Terrible Terrible service. I got the rental through Toyota and they slipped past me the prepaird fuel option without asking me. The charged me 30$ for the car I brought back with full tank after making me wait for 45 minutes to get the car they were supposed to have for me ready.

Good experience. Guys explained what was going on and helped you through your issues to the best they could do.

Great service and the manager Mo Yusuf is super friendly and helpful got a SUV with winter tires, was worth the upgrade!

Super easy pickup and drop off. Picked up a Tesla for a work trip and they had the car clean and ready when I got there and even let me pick it up a little early.

I usually dealt with one of the competitors, I had needed a vehicle one time and in the whole city this place was the only rental place with anything so i reserved a vehicle thru their app and made my way there apon arrival they guys at the counter welcomed me and started on the paperwork for the rental the whole process was painless and experience was better than anticipated everyone was friendly, professional and they don't waste any time. Two months following the first transaction I returned once sometimes twice a week for a vehicle. Keep up the good work guys. Thanks again

Worst service ever! I would advise not to go to this location. Very unprofessional and rude. Manager does not care what you booked. West location is way better.

Terrible experience called dozen times for update on my situation no call back everytime I go over 6 times now manager isn't around. Now they charged my credit card nearly $700 with no explanation. Initially they attempted lower amounts which I was able to block as I wanted to understand what the charges were for. Still calling daily to get any information I would never rent a vehicle from this location ever again and hopefully no one else does and gets essentially ripped off

Excellent customer service from the staff, and the rental process was easy and efficient at this location.
Appreciate the great service.

Worst location.price gouging fort last minute rentals. Don't accept corporate discount codes for some reason. They don't make all their vehicles available online so you book it at a cheaper price. Avoid at all cost. First and Last experience with Thrifty. Ended up getting a 7 seater expedition for almost half the price these guys quoted for a highlander.

Rented a jeep online, ended up having to pay an additional $120 and take a van I didn’t want. Had a wait a long time for them to process us and sanitize it, when we booked a day in advance.
Terrible customer service will not return.

We rented a Jeep online, and when we got there they said well I hope you don't need winter tires lol! Like yes we do because it's winter.so they charged us an additional $120 just to have winter tires. And we didn't even get a jeep in the end. My wife was frustrated because they were being so rude to us, and someone told her to "calm down" like um misogynist micro aggression much? Highly recommend you don't use this place

0.5 star because the guy I spoke to on July 29th had so much attitude over the phone. I called to ask how much extra it would cost to keep the car for 1 more day and he took really loud deep breaths throughout the call, sighed and sounded like I was begging to use his personal car for free.

Unprofessional. There were cracks in windshield before we drove off and they told us they inspected the vehicle and they didn’t write down anything on their report. So they are scamming us out of insurance after we showed proof of cracks through pictures in their parking lot before we drove off. Terrible company I wouldn’t recommend

DONT GO HERE!
Awful customer service!
Car felt awful to drive and when we called to complain they just said "oh we don't have any cars left". They don't care about safety or customer service. It smelled like cigarettes and they were incredibly rude even tho we tried being understanding. Don't know how they're still in service.

They gave my senior mom who has mobility issues a huge RAM truck she could not get into and wouldn’t change it.

Very poor service. Not attending calls for hours on the name that they are busy. Intentionally not providing family car. Providing sedan cars only. Charge cancelation money on the name of Agent's commission.

Reserved a vehicle as my wife's car was going in for repairs. When I called back to pick up the car, I was told they no longer had anything for me. When I asked why they didn't hold it for me, as they said they were going to, they hung up on me mid sentence. I would rather walk than do business with them ever again. I would also strongly recommend avoiding them. Enterprise was more than helpful, try them instead

Not impressed with the "like for like" truck given to me. The F-150 that was given to me was dirty, dinged up, and scratched to hell. The inside stunk so bad of masked cigarette smoke it was almost unbearable. The motor knocks and sounds like its going to implode every time its started, and the transmission slams gears. Completely unacceptable, will not be using Hertz ever again.

Quick pickup and friendly professional service. Received the vehicle we booked. Price was as described and after hours key drop off was easy.

Renters Beware
got a rental through the car dealership.when I first I picked up the truck they didn't clean the inside even though they called it sterilization.found dirt on the dash, and the floor was dirty, even parts of the outside was not very clean. When they did the walk through for damages the gentleman took less then 30 sec.once I dropped it off they took 3-4 min looking it over.then the want to charge me for a xhip on the windshield. I asked for the windshield policy and they gave me the generic policy. I had to look it up online.found any chip under 2mm was not charged.they wouldnt come out to measure it with me and said that's not their policy.even though its was directlyoff the Hertz website.they do not follow franchise rules and gouge on the own. I will never return to that location

Fees! Fees! Fees!
Don't go through Expedia either, cause then you can't make changes or get a refund when they don't have what you need.

I have dealt with hertz a couple of times.my first experience was fantastic.friendly and professional. My second experience was also good. I wanted to change pickup locations. I was told it is difficult if I had prepaid for my car on priceline. But he made it work. He told me it wasn't a problem to change locations for pickup as long as I gave some notice and did not pre pay. He was friendly and professional. My most previous experience was not good. I once again booked through priceline and couldn't find the location I wanted. So I gave them a call and explained. The man I spoke to told me I couldn't do it. I was trying to explain that I was told previous that I could, and he was laughing at me while I was talking. He then told me to call the day I am to pick up to so he's not wasting my time on the phone with me now. We'll I canceled the entire thing and I will never use Hertz again! Teach your employees to not laugh at a customer while they are talking! Rude!

Mohamed Yusuf is the manager and not the most professional guy. Not proactive as a manager. He would rather let the vehicle stay onsite rather then rent it out. My the situation is the online booking as a gold member showed lower rate then this location. I asked if I can take the vehicle, they refused because I wasn’t willing to pay double. The funny part is the vehicle ended staying parked for two days Of the weekend. Rodriguez, the other employee as stated the quality of service depends on the duration of the rental.

Booked a car rental for 8 AM. I got to the location at 7: 55 AM and walked inside. No one was at the desk and I could hear voices in the back. I shouted "hello" a couple of times and no one came out front. 10 minutes later, someone came out and was talking on a cellphone. He continued to speak on the cellphone while trying to assist me. He told me the car wasn't ready yet. Ended up being 30 minutes late.

The worst customer service ever. Never go there. Bunch of unprofessional people. Trust me. I just had a very bad experience with them. I'll file a complaint to the headquarter now. I specifically mean the office in Edmonton, Alberta located at 86 st and 53 ave. Very unprofessional in dealing with people. So disappointed!