Hertz Car Rental

Very poor service. Car was very dirty inside. Very unprofessional. Save yourself the time. Go different location.

Worst ever experience with Hertz and this would be my last time using Hertz. I'm an international user, visiting Toronto, and I've reserved for two separate days (Jan. 5 and Jan. 6,2024). On the day of pick up at 8 am, I showed my international driver's license, passport, and my credit card. But the lady said I needed an Ontario driver's license in order to rent a car in Toronto, therefore cannot give me the keys despite the fact I paid for it. It didn't make any sense as first, I'm not even from Canada, and so how could anyone not from Ontario rent a car then? Do Hertz only rent cars to the ones that have Ontario driver's license? Also, my friends rented a car at Hertz a few days before me at a different shop, but they're in the same statues and have the same citizenship as me. The way she spoke to us were rude and told us to call Hertz Customer Service to cancel both reservations. Yet, it has been a month now, and Hertz still have not refunded me back even though I pre-paid for both reservations. Really lookded forward to rent a car at Hertz, but it was a very disturbing experience, and that ruined our visit to Toronto. Hope Hertz contacts me for the refund and really hope that no other users experience this as me.

After reading the reviews here I was afraid of being poorly served, but I was very well attended to, both at the office (payment, etc.) and when picking up and delivering the car.
When it came time to pick up the car, Ed was very attentive and helpful. We love it

I rented it from the Hertz Base Store branch from 10/5 to 10/11 (rental in Toronto, return in Quebec). Actually, I was very worried because I saw some bad reviews on reviews, but the two male employees who were in the office at the time were very kind to me. They kindly guided me through the additional insurance I wanted and also provided additional explanations for me. Also, the staff I encountered when returning the car to the Quebec airport was very friendly. If you treat the other person with a smile, they will also treat you with a smile. The vehicle was also a Ford Edge vehicle and was in good condition. I am happy to have had such a pleasant start and end to my first time using Hertz, and I will use Hertz the next time I rent a car in Canada and the United States. I am grateful to you for making my trip happy and comfortable.

Rude reception.
Uncooperative.
Rented vehicle was not cleaned properly. Lots of pollution from inside.

Edit: After the answer to my review and the answer to all other reviews, I believe that contacting local management is a joke.
Hertz should close this shop or replace all employees. It feels really bad that I know that nothing will change from writing this review. So if you read this, choose another car rental company. I'll boycott Hertz from now on.

I recently had an experience with Hertz that left a mixed impression. The reception area was the first point of contact, and it was, regrettably, a suboptimal interaction. The service there was unfriendly, bordering on discourteous, which is inconsistent with the welcoming atmosphere one would expect from a service-oriented business. Professionalism and basic courtesy were notably absent, and the encounter fell short of industry standards. If you see the combo of two woman, one old and the other one young with black braided hair, run away.

If someone from hertz reads this, please put them in a job where they don't interact with humans.

Never again will I be coming here.

However, it's worth mentioning that the experience was somewhat redeemed by the excellent service at the garage. The gentleman handling the cars displayed a refreshing contrast. Really friendly and understanding.

I DON’T recommend this place, they didn’t have the car I rented available that I already pay! They forced me to pay 30 CAD more for the change car since was their responsibility, try to avoid this place and don’t have a bad time

They take your money. Then cancel your reservation and do not refund all the money. Worst customer experience I’ve ever had.

This location is an extremely inclusive work environment, in that I'm pretty sure they go out of their way to hire people with brain damage. Expect to be stunned by their brave and courageous hiring decisions, and be sure to arrive at least 45 minutes before you actually have to leave.

Check in process was quick and smooth, no lineup. Staff are friendly.
However, when I headed to parking lot to pick up the car, car is not ready. I waited another 20 minutes for the staff to wash and vacuum the car. Totally wasting my time! In addition, the car is not in good condition, brakes definitely need maintenance (car is shaking when braking)

Booked online and it was quick and easy, lack of instructions onward, but if you’re an experiencing renting cars it shouldnt be as confusing. They seem to answer or give you instructions on a ask question or general basics.

Please make sure to call ahead if you are confused, or have questions to reduce amount of confusion when checking in. And make sure to ask about check out details. It was a bit confusing, but I was able to check out fine due to my experiencing with previous bookings with cars.

Dear all reading this,

Please avoid this rental at all costs. It will save your time and disappointment. A couple before me had to literally wait more than 30 mins for the car to return but I’m not even sure if they were able to get the car they made a reservation for.

I was simply denied the rental and the employee asked me to rent from AVIS right next to them. What an absolute mess of a place this is. Never going back and would advise the same for everyone considering this place for your car rentals.

Shouldn't come as a surprise. They declared bankruptcy a couple (or last) years back. Poor customer service is the main issue. Followed by cars that smell like smoke with no metion before being given a vehicle. They'll find any reason to get an extra charge out of you. This goes for Thrify (who's owned by hertz) as well. Stay away unless you can't find a vehicle anywhere else.

Office took at bit of finding as its set inside another building. Nice car clean comfortable to drive. As visitors to your country and driving through to Nova Scotia it was a great disappointment to find there was no sat nav in any cars on hire.

Consumers.are you aware that multiple people that have legitimately rented cars from Hertz.have been arrested for auto theft.that Hertz itself reported to local police the car was stolen! Apparently this is no isolated incident. Multiple people who had receipts proving them innocent.still went to jail! Take heed!

Booked a car here to be picked up on a monday morning (a holiday). Called a week in advance to confirm their hours. Was told that they were not going to be open that day, and if i could pick up a car somewhere else? Left my number as the manager said that they could call me back and confirm what would happen to my reservation. Nobody called. I booked with another company at another location. Avoid.

5 stars for Nicky, who was really friendly and helped us with a problem regarding a non functional car and saved our trip, while the (US) Roadside emergency refused to help us and Nicky‘s colleague obviously didn’t want her to help us.

Such a bad experience!
Can’t contact them whatsoever. I rented a car by using Trivago and got a price for $118/ a day. I ended up pay $155. Anh it haven’t finished, I got charged $35 for no reason.i tried to call them numerous time no answer.
This place must be avoided.
It such a bad place to rent a car.

We paid for a five seater sedan with room for two large bags and two small bags. They gave us a tiny Chevy bolt and some snide comments. I’ve still got a sore back from the four hour drive with the footwell full of our luggage (which would have fit in a sedan with no trouble).
When we got back they were completely unapologetic and tried to tell us the bolt was a five seater (it had four seatbelts and cup holders instead of a middle seat). They clearly ran this scam on a regular basis. Stay clear of this den of liars.

I would give ZERO stars if I could
unresponsive and disrespectful
do not recommend this location at all
our car was not ready at the time of reservation.too long waiting time because these people do not care about your time and business

They will never answer their phone, so if you need to speak to someone about a reservation, you'll need to go somewhere else

We didn’t even rent a car from this location. I just went in to ask for help finding the Enterprise office location. The lady behind the desk was very rude to me. She spoke loudly and belittling to me. I am from out of town and don’t know my way around the city or the building. I would not rent from this location ever.

I had a problem during my reservation and the Manager, Bilal was super helpful and accommodating during my rental period. He went above and beyond his duties to help me. Would definitely come back for my next rental.

It was my first time renting a car from Hertz. The car was perfect and their service was awesome. They just didn’t send me the receipt right after I returned the car. However, I called them the day after and they provided me with the receipt right away.

Birian (sorry if I spelled it wrong) was really helpful and friendly. Service was fast and efficient. Had no issues, not sure where all the bad ratings are from.

I had a car rental agreement with this company. I returned the car in the parking lot. I went up to help from the staff before parking the car back. I went to office p1 to meet 3 men who are employees here.no one to guide me and i parked the wrong car just 20m away.and they made me pay 1200$ and i got bad credit. The person in charge promised to solve it for me after they check the camera. I was hoping for something. But what I have is only deception and disappointment. I'm just a bad foreigner and new to canada. The staff here is irresponsible

First time renting at this location. Staff are friendly and efficient. Pick up and return was easy and this location is convenient! It's not that difficult to locate either.

I have rented twice from this Hertz, two weekends in a row and I'm renting again from them this coming weekend. The location is convenient, and the staff are phenomenal. Anthony and Rudy are amazing employees - they always make sure the car I'm getting is right for my needs and are really accommodating. This will be my go-to for car rentals in Toronto from now on!

The lot is underground, and there is after-hours car return available, which makes this location great for dropping off at your own convenience. It's a good rule to be there 15 minutes before your scheduled pick up time so that the employees can process your reservation and give you the keys. I suppose the time on the reservation is the DRIVE OUT time, not the check-in time. Brookfield Place (the building it's in) is in a high-traffic area of the city, so getting in and out of the area during high traffic times would be tricky, but that's Toronto for you. It's definitely easier to navigate than the open parking lots other rental locations in Toronto have.

I had a good experience picking the car up and also dropping it off. Even though I had booked for 3 days, they were kind enough to let me return the car after 2 days without any extra charge. I did not receive an invoice of the final bill and when I called to request if they can email me the invoice they said I will have to visit the location to get the invoice which does not make sense to me. If they are able to send me reminders about my feedback with them on my email why can't they send me an email with the invoice.

To be honest i was a little hesitant to book from here when i saw the conflicting reviews.however, my experience was fabulous.the person at the front desk was extremely kind and helpful, the car was brand new and shiny clean and the return didn't take 2 minutes.
THINGS TO BE AWARE OF:
- Location: Brookfield is a huge building, make sure to call in advance to exact location of the shop if it's your first time. To be exact, it's on the lower level (level C) at the opposite end of Tim Hortons and Roots.
- Car Return: again Brookfield is a huge building, so make sure to get the EXACT location on where you should be returning the car as there multiple parking entrances (and again, i called to confirm and they were really quick to respond and guide me to the right entrance). And you can head to P3 for the Hertz return location.and don't worry, once you enter the parking lot there will be plenty of signs to guide you through.in short, Pros:
great service, great, no issues and i got a free upgrade to an SUV.
Cons:
the building is huge and might require a call in advance to understand how to navigate your way around it.

Rented a car and when they asked when we would come pick it up, we said 4h00PM and everything seemed to be in order.

When we arrived at 4h05PM (no joke) the store was empty and closed. Looks like the store closes at 4h00PM but they didn't consider to tell us. No warning when we booked the car or no call to warn us.
The worst is we could have arrive at any time.
Now we need to pay 150$ cancellation fees and need to find another car.

Save some trouble, go to Avis or Budget next to them, they're open until 5hPM.
First and last time I use Hertz.

Excellent rental experience assistance provided by Bilal Feroz Manager with my initial contact and extension during Toronto lockdown - very professional and courteous team.

We have been renting cars very frequently from this location for the past 14 months. The staff is friendly and the cars are nicely maintained.

Excellent experience at Hertz Brookfield store, the staff were friendly, easy return, five star for the rep Anthony.

Me and my partner rent vehicles all the time for work and for pleasure. We made a booking online to be on my visa with me as the driver but my partner made the reservation under her own name, the reservation went through and we pre paid no problem. When arriving at the rental Anthony was so rude to us and said we did the reservation wrong. When we asked for help, he threw a pamphlet our way and refused to give us any assistance. When we went online, could we change the name and get on with our life? Of course not, our only option was the cancel and be charged $50 and make a new booking under my name. He then threw us out and told us to call customer service. When we called, their system was down and we waited for an hour and they couldn’t honour our original price. I’ve never experienced someone who knew so little about their or job or has such disdain for his customers. Avoid this company and this location like the plague.

I can confirm that this location does in fact, operate unprofessionally. I've been there twice. The first time was OK, but the second time, I was given my keys upstairs and then told to go to the parking garage where someone would help me. I stood there for five minutes before someone drove up and acted like I was crazy for needing help. Yeah, because I intend to drive off in a rental car without having someone check it over for scratches and dings, of which there were several. Second, my reservation went from noon one day to 5 pm a few days later. It stated this clearly on my rental record. I returned it at around 4: 30 pm on the day it was due and noticed that the location was closed. I put the keys and my rental envelope in the return box with the return time written down. When you drive in, a picture of the car is taken so they have proof of when I returned it. But, the next day I got an emailed receipt with a late return fee. I called Hertz to ask them to remove it, the lady on the phone said that the manager of the location would deal with it within 5-7 business days. It's been over that long, no correction. Why would this location accept a reservation that ends at a time when they're closed, and then charge a late fee? Totally unprofessional.

I recently rented a car through Hertz for a weekend, the price was great so I booked it. After booking it I looked at the reviews and felt very uneasy about renting from here due to the claims about extra charges.

Needless to say the experience was pleasant, I got there a little early to pick up the car and I was prompted to sign and select the car from two options. I went down and did a walk around with the worker who seemed like they didn’t necessarily want to do a walk around. It’s in your best interest to do this as there were two small dents already.

As for the drop off I was a bit early since I didn’t know what it would entail, it took less than 10 minutes and I was on my way.

I’d recommend giving them a try just be sure to cover yourself with pictures and do a walk around of the car inside and out. Also make sure you get what you paid for, I reserved a Class D car and received a Class C, not a huge difference but something to note.

I’ll be updating this if anything changes and as a rent more cars from them.:)

Rented a car from this location. We returned the car the next day after it was due. The person at the kiosk told us that it was okay to drop it off after hours as there is a box where we can drop off the keys. We returned it with a full tank of gas. A week later, a charge of $400+ was made on our credit card and when we tried to dispute it, they claimed we returned it with an empty tank and that it was a day late. Currently trying to dispute these charges but they're not making it easy for us. Never rent from this place or Hertz again. Just terrible service and be weary of charges made into your account. Make sure you check and keep all receipts and invoices.

0 stars if I could.

I was asked to sign at the desk but wasn't told what I was signing. Next thing I know my signature is beside the photo attesting that there was no damage to the rental. This wasn't an issue because the rental was without scratches/dents, but this is not acceptable practice.

After returning my car, I was charged an extra $330 to my credit card. I called the office and they hung up on me. I called the return location and they told me to call Hertz customer service. I called Hertz customer service and finally got an invoice. I was shocked to find out I was charged a $330 smoking fee (I DO NOT SMOKE) ? And never sent an invoice? And then, to my utter dismay, I was HUNG UP ON AGAIN. I can't believe this company treats its customers like this.

The only solution I was given was to dispute this charge on my credit card. That is absolutely, unequivocally, unacceptable.

DO NOT USE THIS COMPANY.

They got me a car on a summer weekend at the last minute. Competitive rates and straight to the point, no issues.

Great customer service both at the parking rental return and at the office on the concourse level, convenient to drive to and back in Toronto, greeted with smile and prompt and professional customer service.

If you a have a tight schedule, allow extra time to pick up your car.
We went to pick up the car on a Sunday at 8.30am and entered the building on 161 Bay St, not a soul in sight, there is not even a sign indicating there is a Hertz office in the building. The place is a maze with long corridors. After wandering all the way to the parking, the cashier helped us with the right directions. Overall took us 30 min to find the office.
On the other hand, the return was easy, staff provided clear directions to the parking and we dropped the car after hours without any issue. There is a safe next to the barriers to drop the keys safely.

One of the worst customer service rental car places in the GTA. Saeed was quite rude when I was trying to ask a clarifying question. Rather than answering yes or no he had to belittle me for asking the question of whether we need to change the booking if we have a primary driver that is different from the one who booked. He could have said no the booking stays the same but instead goes on for 5 minutes making belittling comments. I will not be returning to this location again. I've had much better experiences elsewhere.

Edit: Careful when returning your car to this location. It gets packed in the evening leaving you to park in unconventional spaces.

Clearly the system of Car Rental is pretty flawed.

Mostly trash service, young dude at front desk was super nice though.

I rent a car for 2 days in last august, and as the place closed at 6p.m. I had to pay 44€ for the night stay in the parking (and I paid also the rent for another night). Then I went the morning after to give back the car, and they said I could have left it there with keys on the hood. Result? 1 night of rent paid uselessly and 44€ of parking paid uselessly.
I confirm that Hertz told me that no reimbursement will be done for the useless parking, also if the personnel did not tell me to put keys into the box, but to pay parking during the night.

161 Bay Street, Toronto, Ontario. Dangerous location; stay away at all cost.
Booked and fully paid a minivan 2 months in advance for 6 days. When I got to this location at 161 Bay Street, Saeed greeted me with a big smile offering me an upgrade, to a smaller and less comfortable car. Wouldn’t you know it, they did not have a minivan. Once I insisted on wanting them to honour the booking, I was told it’s hard to get a minivan on a Friday, followed by they only honour a reservation for one hour, followed by the minivan in question that was booked 2 months in advanced and paid for had mechanical problem and was no longer available. 3 hours later, and having no more lies left to cover their incompetence, they pulled a minivan out of the thin air which happened to have 55K, 2 bald front tires, with bearing and brake issues, which not knowingly I took; frankly I had no choice at this point.
Thank god when later that day I stopped by at another location in Markham to add a second driver, the representative refused to let me drive the unsafe and road unworthy car, and found me an adequate minivan, and replaced it; very grateful for that.
The folks at 161 Bay Street have no conscience, ethics, or moral whatsoever. Stay away at any cost.

Great place. They helped us get a full size suv after the Avis next door gave us the runaround. Just make sure to bring a credit card, debit cards not accepted.

Don’t care what other reviews say but I’m a tourist from Australia and let me tell you that this is the only place with baby seats in downtown. Otherwise If you want a car rental with baby seats you have to rent from the airport which is not realistic for me. Got a good clean car and everything from booking (I booked on the same day at the shopfront after the labour day holiday) to collection of car was perfect. Everything was great and customer service was great!

Dangerous; stay away at all cost.
Booked and fully paid a minivan 2 months in advance for 6 days. When I got to this location at 161 Bay Street, Saeed greeted me with a big smile offering me an upgrade, to a smaller and less comfortable car. Wouldn’t you know it, they did not have a minivan. Once I insisted on wanting them to honour the booking, I was told it’s hard to get a minivan on a Friday, followed by they only honour a reservation for one hour, followed by the minivan in question that was booked 2 months in advanced and paid for had mechanical problem and was no longer available. 3 hours later, and having no more lies left to cover their incompetence, they pulled a minivan out of the thin air which happened to have 55K, 2 bald front tires, with bearing and brake issues, which not knowingly I took; frankly I had no choice at this point.
Thank god when later that day I stopped by at another location in Markham to add a second driver, the representative refused to let me drive the unsafe and road unworthy car, and found me an adequate minivan, and replaced it; very grateful for that.
The folks at 161 Bay Street have no conscience, ethics, or moral whatsoever. Stay away at any cost.

Rude and hostile personnel at the checkin
Treating customers with zero patience.
Never felt so offended.
And I am a hertz gold member.

In P3 parkade of Brookfield place. Process was very easy for both the rental and return of the car. Will rent from here again.

Don’t trust them with reservations. We reserved two weeks out and got burned. Ruined the weekend. 2 others groups had the same experience. Do yourself a favor and take a pass.

Called reservation line to change a reservation 1.5 hours earlier and everything was confirmed. Location had no record of the booking time. Useless company and 0 customer service.

Im at hertz right now, waiting on the phone for a customer service to make my reservation that i have paid for which become automatically cancelled because i didn’t show up on time to pick up the car. The first customer service take 15mins and can not solve the problem, and some how Im waiting for another web support for 10mins now without reaching anyone. How can I continue to trust this company? No way. Buy Hertz, Im booking with enterprise now. I hope you get me refunded for a reservation that i paid and not allowed to pick up!