Hertz - Phoenix - Phoenix Sky Harbor International Airport (PHX) Reviews 

I was upgraded on car board to President Circle. Great surprise!! Thanks. made my trip. total transaction was: take tram to rental car center, walkl to name board, locate car. load luggage and leave the building!! Nice.

We ordered a standard SUV. We got a great big infinity SUV that took premium gas only. Also, the seat in the back would not go down when we got it and they made a note of that. Overall, not such a good experience.

Everything and I’ve provided feedback recently .. nothing changed except a great personal support from Lisa aingleton

Robert made it so easy to turn in my vehicle as I was running a bit behind with getting to my flight. I will stick with Hertz.

Awesome, convenient and reasonable. We do shop around for rentals and travel frequently. Lately we have been using Hertz for the overall experience. We like the option to pick a vehicle and rapid exit options. I like the light exterior inspection system as it protects us from receiving a damaged vehicle. 4 star because the last 2 times we rented our fast reservation wasnt available and had to visit the clerk which is a pain and waste of time and our vehicles weren't cleaned properly. Still a good experience.

Easy online booking, easy extension of rental and seamless return

I arrived at Hertz (Sky HArbour Airport in Phoenix) with a friend who had made a very similar booking. Their check-in took around 15 minutes with another agent without any issues at all. Mine took nearly two and a half hours.

My Booking.com reservation was processed successfully, a vehicle was allocated and the deposit was taken from my card. The problem began when the Hertz agent tried to add the Mexican insurance as I was travelling with the vehicle to Mexico. The transaction failed with an "FOP" (Form of Payment) error, yet the agent repeatedly told me my card had been declined due to insufficient funds.

I called my UK bank from the US, at considerable expense, and they confirmed there was nothing blocking the payment at all and that the problem appeared to be a transaction failure at the terminal. Despite this, the Hertz agent insisted it was insufficient funds and told me Booking.com needed to cancel my reservation so that we could then try a brand new booking.

I called Booking.com, who were fantastic. They immediately suspected that an incorrect payment type may have been selected and asked to speak to the Hertz agent. He initially refused and, when he eventually engaged, was extremely rude to Booking.com.

Booking.com asked him to retry the payment while I was present. Instead, the Hertz agent quietly told me that Booking.com simply needed to cancel the reservation so that he could start again. He then told the Booking.com representative that he had just attempted the payment again and that it had once again failed because of insufficient funds.

This was particularly concerning because I was standing there and had seen that he had not actually made another payment attempt. Furthermore, the terminal was displaying an FOP transaction failure, not a message stating that there were insufficient funds.

Booking.com insisted on involving a Hertz manager. The manager was very helpful. He simply voided the problematic entry, processed it again and it went through immediately. He also confirmed that the issue had been caused by the FOP selected, not insufficient funds on my card.

Mistakes happen, but rather than identify and correct the error, the original agent repeatedly blamed my card and even claimed to have retried a transaction when I had watched him not do so.

The whole episode cost me nearly two and a half hours and meant missing much of the afternoon and evening I had planned with family during a short visit to Phoenix. Huge credit to Booking.com for refusing to accept the unnecessary cancellation and getting the problem resolved, and to the Hertz manager who eventually fixed it.

The presidential car selection was unimpressive

The whole thing went flawlessly well. I did not like the Kia with bucket seats however. Was a crunched ride. As for everything else, all went fine.

Check engine light came on and transmission was slipping really bad. I had to take 2 hours out of my trip to return to rental car center and exchange

Pick-up, vehicle received & drop-off were all per expectations. Excellent customer service attitudes stood out as well. Thx!

Your staff. Ease of tenting

The car had three problems, none critical but under the standards I expect from Hertz. First, the brakes squeaked terribly, next the back seat seatbelt sensor had a mind of its' own. Neither that big a deal. The final issue was that the car had a very bad odor. Like sewage. Nasty. It became an issue when the car was hot. Since the rental was for a run from Phoenix to Vegas every time we got in the car it stank, until we got used to it and/or the air conditioning dropped the temperature. Unfortunately, our schedule was tight or we would have returned it for a replacement. Again, the car drove just fine but you expect better from a premier car rental and the odor should have been picked up on before we got the car.

I am extremely disappointed with my experience with Hertz at Phoenix Sky Harbor and even more disappointed with how Hertz has handled my complaint afterward. I am a Hertz Five Star member and reserved a luxury rental expecting a smooth experience. Instead, I had to deal with multiple vehicle problems and make repeated trips back to the airport during my vacation. The first vehicle had issues with the infotainment/phone connectivity system. I then ended up with a Jeep that repeatedly beeped and completely shut off while I was stopped, which was extremely concerning. After contacting Hertz, I was instructed to bring the vehicle all the way back to the airport. I was then given a 2022 Mustang convertible, which had its own serious issue: the vehicle violently shook and vibrated while accelerating and at freeway speeds. Once again, I had to return to Hertz and exchange the vehicle. At this point I had gone through three vehicles and wasted a ridiculous amount of my vacation dealing with rental-car problems instead of enjoying my trip. The staffing and assistance at the location only added to the frustration.

To make matters worse, my expected rental total was $481.48, yet I was charged $534.20, a difference of $52.72 that I also requested Hertz explain and correct. I submitted a complaint detailing everything that happened and requested both correction of the billing discrepancy and meaningful compensation for the repeated vehicle issues, lost vacation time, inconvenience, and stress. Hertz has still failed to provide an adequate resolution. Now I am being asked to review my experience, so here it is: this was easily one of the worst rental experiences I have had as a repeat customer. A customer should not have to go through multiple problematic vehicles, repeatedly return to an airport rental facility during a vacation, deal with a vehicle shutting off in traffic, and then chase the company afterward for a resolution. Being a Five Star member makes the lack of customer care even more disappointing. I gave Hertz the opportunity to resolve this directly before leaving a public review, and they have failed to do so. I am still expecting Hertz to correct the billing issue and provide appropriate compensation for what happened.

I am still not listed as a President’s circle member by your system even though I think I have had the status for about two months. Your people at the Customer service desk can’t see it and don’t know how to fix it.

The agent wasn’t friendly or approachable. I felt like I was interrupting him on his phone and tried to be fun and playful and he was completely stand offish

Everything went smooth from reserving the vehicle to picking it up and returning it. The employees of Hertz at Phoenix airport were excellent from helping me to their knowledge.