Hertz - Norfolk - Norfolk International Airport (ORF) Reviews 

Every time I rent from Hertz, I always have a good experience with picking up the car, needing assistance, or anything. Generally I don’t need any help unless I go to a place where I need to pick up the keys. Thank You!

There was no Hertz Gold counter, had to wait in line at general check-in. Then the vehicle turns out to be a KIA that wasn't really an SUV, or if so, it was a mini-SUV, more of a compact car. The "welcome" was a best tepid, closer to indifferent. The counter staff were clearly otherwise occupied (phone, etc.) Very dissappointing experience at pick up.

The booking process is easy, allowing me a choice of class types. When I arrived to the rental car section, I appreciate the ease of finding my name on the board and the option of selecting my vehicle. I had an early morning flight at 6am and there was a representative waiting to provide customer service and answer any questions. Thank you.

Courteous, prompt, professional customer service.

Quick and easy. Thank you.

I’m a long time Hertz customer, and usually sing the praises of the company. The trip to Norfolk is the first negative experience I can remember having. I signed up and paid for the pre-paid fuel option because I had an early return trip. I frequently do this for efficiency reasons. I was then charged after returning the vehicle for fuel. When I called customer service to correct this, the representative tried to explain to me why I was charged and had to pay the additional fuel fee. I explained to him that I usually choose the pre-paid fuel option to avoid this issue as I had in this specific case. I continued to reference my reservation and invoice which clearly showed that I had paid for the pre-paid fuel option. The back and forth continued for some time. I’m sure the call was recorded, so please review it to confirm what am writing. After some time the representative said that he would remove the charge, but made it sound like he was doing me a favor. He went so far as to make a statement to the effect that this favor is a one-time thing.

I was going to write this off as a simple error, but I am taking another work trip in a week and I do not wish to go through this again.

Customer service excellent. Speed at desk was fast and efficient. Car was great. Easy peasy drop off. Great rates too!

The car was great ( but not the size I requested and paid for) but there was one waiting for me when I arrived. Getting and returning the car was easy and efficient. Well done!

Customer service upon arrival and return was spectacular. Despite several people waiting and some being impatient, the staff remained courteous and provided great service.

First time renting a car and it was so easy!

Friendly check in, short walk to the car.

I had to wait several hours for my car. We couldn’t leave the desk area because the CSRs were CALLING NAMES that meant no food,no water, no bathroom breaks and no updates. Hertz has my mobile number, why call when you can just shout my name.

No offers for a credit or an upgrade was made just an apology. I missed an important dinner.

Very nice car and easy return, but would have liked to be able to skip the front desk line and go straight to the vehicle.

Customer service was excellent, especially considering that only two technicians were on duty and the line was longer than those at the other rental services.

Outstanding employees

This experience has made me realize renting from Hertz is not for me. Although, I booked my car two months in advance, I waited over an hour for a car upon arrival. Once I received a car it was dirty inside and out. When I inquired about the condition of the car, I was told if I didn’t take this car I would have to wait and there was 7 people ahead of me. I was then handed Clorox wipes to clean the inside and told the car wash was broken for the outside. After I drove off I realized the brakes were scrubbing.

I called customer service and was told to contact Hertz on the web. I was literally on the phone with a rep and was being told to file a web based concern.

When I returned the car, I escalated again and was told I would be credited. The credit? $11…. $11 whole dollars out of a $333 rental.

What did I learn? My business is not valued here and to take it elsewhere.

The customer service agent was very professional and knowledgeable

Easy with a reservation. The agent was amazing and car was reliable and easy to drive. Great quality and service - Thank you