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Hertz

  1. Richmond
  2. Henrico Car Rental

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Hertz
"Welcome to Hertz Car Rental - Richmond International Airport. Select this location to begin your car rental experience, or choose from thousands of other locations, each with a variety of vehicles for you to choose from including luxury and sports cars, SUVs, electric vehicles EVs, vans, trucks and more.Bienvenido a Hertz Alquiler De Coches - Richmond International Airport. Selecciona esta localización para comenzar tu experiencia de alquiler de coches, o elige entre miles de otras ubicaciones, cada una con una amplia variedad de vehículos para que elijas el que necesites en cada momento, incluido coches de lujo y deportivos, SUV, coches eléctricos EV, furgonetas, camiones y muchos más."
Address: 5249 S Laburnum Ave, Richmond 23231
Phone: (804) 222-5134
State: VA
City: Richmond
Street Number: 5249 S Laburnum Ave
Zip Code: 23231-4437
categories: automotive, aircraft & boat, car rental


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Reviews
I have nothing but great experience with Hertz Car Rental at RIC Airport. From reservation desk to pickup my vehicle to driving the SUV to returning agent. Wonderful. I would use Hertz Car Rental again.
My overall experience with the gentleman at the window was great! He was helpful and answered all my questions. The process to pick up my reservation was quick. The only reason I’m giving them a 3/5 stars is because the car wasn’t cleaned on the inside. I didn’t notice until I opened the back seat door later that day Floors weren’t vacuumed and there was stuff left from previous renter.
Just wow. One person working the check in desk inside the airport. Computer system kept going haywire. He had 4 machines up trying to get one to work. Super pleasant guy and not his fault but it took about 30 minutes. Then the real fun began. There was one person working the kiosk outside where you pick up your car. And a very, VERY long line, which was not moving at all. After about 30 minutes, a gentleman in front of me called corporate and advised them that the situation was not acceptable and that help was needed. He held up the phone to the line trailing behind him and called out "are you all happy with the service that Hertz is providing you with today?" We all yelled NO!! I am not sure if it was related, but about 15 minutes later, several people all showed up at once. They asked who had contracts - I didn't know the piece of paper in my hand was a contract, it had a QR code on it. I was afraid to get out of the line and lose my place in line. Finally another person who worked for Hertz got close enough that I could ask them if what I had was what they needed. It was, and they told me to just go pick from any of the suvs on the lot. They did apologize for the wait, but all in all it was an hour outside trying to get my car, which meant I missed any chance for lunch and had to rush to my meeting. Not happy, not acceptable. The return check in was uneventful, mercilessly. Hertz needs to do a better job with staffing, all around.
DO NOT Rent from Hertz at Richmond airport. One star is generous. Believe every single negative review on Google. This location is horrible and rents cars with malfunctions; check the other reviews. I am still stranded and had to book a hotel room as their nearest Hertz location is 1.5 hours away. On Thursday 8/24, I rented a Chevy Equinox at 6:13p and stayed overnight near the airport before heading to a college visit 1.5 hours away the following day. On 8/25 at 12:30p, I barley made it to my destination as the car started sputtering and the check engine light, traction control, and electronic stability code turned on and shut power to the vehicle. It took me an hour to finally arrange for a tow truck with road side assistance which said the tow truck would bring a replacement vehicle in 4 hours. I have called Hertz repeatedly and still have not received a replacement vehicle. I called Hertz at 1p and it’s now 12a the following day. I am stranded in a town with no alternative transportation i.e. Uber, Lyft. No one from the Hertz airport answers the phone not for customers nor the Hertz customer service. It is unbelievable how a multi-million dollar company lacks an internal communication platform to allow employees to reach one another to resolve customer issues. Hertz say goodbye to your Gold member. You should be ashamed of yourselves. NOTE I STILL DO NOT HAVE A RENTAL REPLACEMENT AND IT’S 14 HOURS AND COUNTING SINCE MY INTIAL CALL. PLUS I HAVE NO WAY BACK TO THE AIRPORT. CONSIDER THIS A CANCELLATION OF MY AGREEMENT AND I EXPECT A FULL REFUND FOR YOUR INCOMPETENCE.
Pickup was fine but return was not. I have liked Hertz up until this point. I returned the vehicle on time however no-one was at the booth despite it being during business hours. I waited for 10 minutes and then an employee walked up and said I could leave the keys and contract in the car and I would be good to go. I have done this process with Hertz before so I didn't think anything else of it. It has been a week and I still have not received a receipt and they are charging my card $50 a day because they have not closed out my contract yet. I have been trying to contact the location with no answer and I have talked to the online customer service and they keep saying that they contacted the location and it should be closed out in 48 hours. Well that was 5 days ago. The responses are very scripted and useless. This is very frustrating and upsetting and I have no idea why it is taking so long to close out my contract. I did some research and it appears I am not the only person that Hertz has done this to and it has become a legal matter. I have never written a negative review for any company before but I had to this time because this is just ridiculous and stressful. I have tried my best to be patient and understanding but I guess I need to figure out how to escalate this further because I am not getting any resolution. Aside from that, the car we rented not only had the service light on shortly after driving it but it also had a loud noise and the car would shake going under 50mph.
I would give zero stars if it was an option and will not be using Hertz again. I have also reached out to corporate to complain and have not heard back yet. To make a long story short, the customer service agent was passing the buck and sending us to the 1-800 number for help rather than helping us with our reservation that was already booked and paid for. When we asked why he couldn’t help us, he said he was helping us by giving us the number. I told him this was poor customer service and that I would like to speak with a manager and asked for his name to which he would not give. By the time a manager came out, the agent also came back out and was yelling and cursing in front of his manager, a line of people and our 2 young children. I have never witnessed or been involved with anything like this before. My legs were literally shaking I was so mad and upset. Again, I have not received a call back or email back yet. I realize it is the weekend, but if I knew this I had happened at my business, I certainly would have reached back out already. I gave more than 24 hours before writing this review. By the way, we later found out the employee’s name is Archie. The couple behind us in line approached us after we were out in the garage and said that Archie was also rude to him. The manager also told my husband they have had complaints about him in the past, which makes this even more of an issue because this all could have been avoided if they would have properly coached, trained and mentored employees better in the past. The countless and repetitive mentions of the rudeness of customer service agents at this location tells the story. This location has some clear problems that has influenced whether we will even consider flying into this airport in the future. I will also note that we noticed damage to the vehicle and that it also smells like marijuana. So what we received for a rental isn’t top shelf either considering what we paid. I would like to say and give credit though that there was a young woman who was at the outside location in the garage who was absolutely delightful. We had been through a lot through this ordeal and she saw how tired the kids obviously were. She was very “smiley” and friendly and pointed out the car to us, so we could get the kids settled while we waited.
Picking up the car wasn't too bad, but I've been sitting in the car for 10 mins trying to leave the garage. 5 cars in front of me, 4 cars behind. So far each car has been around 5 mins to get through the gate. I've never seen anything like this before.
Worst experience I've ever had renting a car. Will never use Hertz again as long as I can help it. Arrived at 7:35pm on a Tuesday night not busy, but waited 15 minutes for 1 person ahead to checkout. Attendant was polite but did not have a sense of urgency and did not seem familiar with the computer system. Credit card was flagged for authorization. She called an 800 number, but when she could not properly use the telephone system to enter the amount of the charge, she was connected with an internal agent. She became frustrated with him, started yelling, and told him that I needed to re-dial the number myself to speak with him because he wasn't getting it. This was all over speaker phone, so I heard the agent telling the attendant that she needs to confer with her manager because protocol does not allow the agent to speak with customer. This is all the while she is aggressively eating candy. Highly unprofessional all around. After a full hour, I finally was able to pull off the lot. Never again.
Headed to a loved one’s funeral. I recently had the misfortune of renting a car from Hertz, and I must say, it was an utterly disappointing experience from start to finish. The most glaring issue was the complete lack of professionalism and indifference displayed by the company's attendant when I arrived to pick up my reserved vehicle. First and foremost, despite making a reservation well in advance, the rental car company failed to have a car available for me at the designated pickup time. This is an unforgivable mistake, as the whole purpose of making a reservation is to secure a vehicle for a specific date and time. Yet, upon my arrival, I was met with a sorry excuse for customer service and verbally assaulted by the attendant “Will”. The attendant “Will”seemed utterly disinterested in my predicament, displaying a nonchalant attitude that bordered on indifference. Instead of offering a sincere apology or any reassurance, they simply shrugged and mumbled something about a delay. What was even more frustrating was the attendant's complete lack of initiative in providing any sort of timeframe for when a car might become available. It felt as though my concerns were of no importance to them, leaving me stranded without any concrete information. As a customer, I expected better treatment and a more proactive approach to problem-solving. Hertz should understand the importance of punctuality and be prepared to handle such situations in a professional manner. Unfortunately, Hertz failed miserably in this regard, leaving me feeling frustrated and helpless. Furthermore, the lack of transparency regarding the delay in car availability only added insult to injury. It was completely unprofessional to keep customers in the dark, without providing even a rough estimate of when a car might be ready. This lack of communication and disregard for customer satisfaction speaks volumes about the overall management and organization of the company. I ultimately did not pick up my rental and cancels after waiting and having Will the attendant literally yell at me and close the window.
2nd time here and both experiences were bad. This time had to wait for 1 hour 25 minutes for a 7 second conversation. My name was not on the board so I waited for agent to say "Pick any car in the 5-star section ". And only one agent at this location? Also I've noticed alot of bad reviews for this location. Something has got to be done.
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