Terrible staff. Close this location. ASH team member Rolling eyes, Kelly and manager claude weaver made my wife cry in the office. Not once did they offer her empathy for her handicaps and actually would not rent to her and manager Claude Weaver not once tried to help or console or at least had empathy. Time to find a new job if your afraid of helping the handicapped.

AVOID. Worst customer service ever, anywhere. In all my years of travel in multiple countries, this Hertz Camelback location in Phoenix is rock bottom, of any establishment in any industry. Refused to unlock the doors on a prepaid reservation arriving literally 3 minutes after closing (freeway construction) even though the lobby was full of other people. Desk clerk and manager both with the same "we are closed - we don't care about you - we just want to get these other annoying customers out of our lobby and go home" attitude. Before giving up at Hertz, I observed painfully slow processing of the customers inside. A spouse of one of these customers, who was sitting outside by the door, said her husband had been inside for more than 30 minutes. I walked to Enterprise less than 2 miles away and had a car 10 minutes later. I'm sure I had my new rental quicker than the last person I left standing in line at Hertz. I later navigated the company phone tree and got the ear of an overseas call center employee who gave me an email address for my specific grievance and promised a refund, although the refund hasn't posted yet. My email complaint to "corporate" generated a limp generic reply...perhaps it wasn't even read by a human. Hertz is not the same as before bankruptcy. I would avoid the whole company in general, and this particular location at all costs. Whatever money you think you are going to save isn't worth it.

You may be planning out a vacation which will include booking a hotel and a vehicle to get around Phoenix. If you go to Hertz site book the vehicle at this location get message that you reservation is all set . Then the day you arrive at this location you run a good chance of being told at the counter that they don't have a a vehicle for you. When you let them know that you made a reservation they will respond with " so did everyone else and we overbooked" they will not offer you anything more that to take your number down and not call you back. If you ask to speak to a manager they will tell you the manager is on a call and cant talk to you . They will not offer you anything else then a bench outside for you to try and figure out how to get a car somewhere else. Long message but hopefully this helps someone else avoid this situation and have a better start to their trip

Worst car rental experience! No communication. I was there waiting a half hour before I realized I needed to put my name on a list because no one was in the building to tell me to. This was chaotic disorganized, and I will never use them again. I waited over an hour an half to be seen. I had Claude Weaver be dismissive of the situation they put me in. If they were having such troubles to get cars it would have been helpful to be notifying customers to be able to plan and adjust accordingly. I had had pull information out of them to be able to figure out what was going on.

This place needs help. They gave me a rental with bad tires. I had to fix a flat by myself. Later in the evening, another tire blew out. I was stranded 2 hours northeast of Phoenix for 6 hours before anyone came to my rescue. Felt like I was being stalked by coyotes! Horrible service from Hertz side. I would suggest a new maintenance and service team who actually service the vehicle when they are due. The pre trip pictures show poor tread.

If I could leave a comment without giving it a star I would have! Rented a van to move my son to college out of state. Reservation time was 10:30am, I arrived at 11:45am and they had already given my vehicle away. I was told that they only hold the cars for 1 hour past the reservation time which I was unaware of, so I’ll own not reading the fine print. The guy who worked there was a complete a$&. Rude, not helpful. Literally told me that he didn’t have a vehicle for me and that I would need to go elsewhere. Since this has never happened to me before I asked about Hertz through the airport, he told me I would need to contact them, and that he couldn’t help me. I was so appalled by the entire interaction. I will never rent through Hertz at any location because of how badly I was treated here. Customer service is not for everyone but you don’t have to be in customer service to treat people with kindness.

I originnaly reserved a car with Enterprise but found this location right down the road. I canceled with Enterprise and reserved a car with my debit card online for the next day. It accepted my request and I walked to pick up the car the next morning. I was told because I don't have a credit card and didn't book 24 hours in advance that they can't rent to me, even though I had a confirmation number. The person at the desk said there was nothing they could do. If that was the policy the reservation should have been denied. Employee that walked though to check key box didn't say hello or acknowledge me. I'm getting a car from Enterprise today.

Bad experience. I took my son to pick up a rental car and he had an 8:00 appointment. We arrived there at 8:00 and there were six or seven people ahead and he was informed that they had no idea when he would get his rental car. Terrible customer service. How can you take a car reservation a week in advance and not know if you're going to have a car or not the day of. Nuts.

0 if I could. Maybe no fault of this branches but I made a reservation online (same day) was dropped off and told they don't do same day reservations. Had to call enterprise and find a ride. Enterprise was able to get me into a car within 30 minutes of calling them and even extend the reservation when I needed the car an extra day. Wasn't much apologies or anything while I was at this hertz location. Just sorry we don't do that. Update. They charged me a no show and now are going back and forth about giving my money back after calling the 800 and supposed to be refunded in 5-7 business days. Never use this company!!

Had a reservation / confirmation number for this past weekend. Worker told us we had zero to slim chance of getting a car for that day. They were WAY over booked and their system needs to change. Had to cancel reservation to get my money back. Nothing but a hassle. Would not recommend and go somewhere else!

Reserved my car, paid in full 5 weeks in advance. Called a few days prior to confirm the reservation, was that I had to get there by noon. Got to the location at noon, signed in. And waited...we were all told they overbooked the cars that day by 20, and the airport ran out too and was sending people there to pick up. After 2 hours of waiting it was finally my turn. Was told I needed a credit card to "hold" the deposit. Only had a debit card on me at the time, so was charged $500 as a "hold" and ran a credit check. They then had the nerve to ask if I wanted to upgrade for more $$. Also tried starting my reservation at the original noon. When by now it's almost 2:30. Returned my car by 2 pm on Sunday, per the contract. Woke up Monday morning to another $ 166 charge from Hertz. Called customer service, all they could say is that it was a hold in case I didn't return the car. Tried calling the office during business hours, no answer all day. Next day, a new charge of $167 shows up. Called again, was told it's a hold since my rental contract was still open. Which means it took them 2 business days to check my car in officially and close the record. After all said and done they have charged me over $1000 in "hold" fees, that they claim are Only holds not charges. This business model is horrible. They don't care that they charged my account. Because on their script it says it's only a hold.

Walked in without a reservation. Was quoted $180+ per day as only vehicle available. Went online and booked it for 1/3 of that. It was an hour from the time I walked in with my new reservation until I got the car. I understand it's a small shop and they were trying to keep up but why have a time on the reservation as available if it is not available. Commented to the manager about it and he graciously offered to change the time of my rental to the time I got the car.

Most unbelievable horrible place ever! We had a reservation for 12pm pickup. After arriving from out of town and checking in to our hotel, we took an Uber to 949 Camelback Hertz location. The office was still open with 2 employees, one was working with another couple while one manned the desk. When we got to reservation desk at 12:01pm they said “sorry we are closed. It is after 12pm and we are closed can’t help you with your reservation”. So we had to pay 2 Uber rides, and were stranded in a city with no car, no way to get to a business meeting. While waiting for my Uber back to the hotel since my original driver left (assuming I had a car) the other couple also was not impressed with the service, they also were met with rude employees. Also I had to waste my time on the phone with Hertz customer service, trying to get my deposit back, per it was considered a no show. Do Not Get a Rental From THIS LOCATION!!! Wish I read reviews and was aware of how bad these people are!!! This is the worst customer service I have experienced in decades of renting cars. I will never use a Hertz car rental service again!

Terrible! They do not answer their phone! I had a rental reservation set up by my insurance company to have a vehicle ready for me when my personal car was getting repairs I was told to call and confirm the reservation I called multiple times for five days I could not get through to a soul. I would select the option to speak to a live person it would ring and then it would hang up and give a busy signal. My car insurance company tried to reach somebody at Hertz the morning of my auto body shop repair appointment and they were also unable to get through to a live person. I was left standing at the auto bottle shop with three children in 115° weather without my rental car or a person to speak to at Hertz! I will never rent a car from Hertz ever! I have had better success with rental car companies in Third World countries!

The manager said make sure to return it at 6/10. It made total sense when it wasn’t quite 3/4 tank. The difference would end up being a $41 surcharge for 3 gallons. (Phone support resolved after much trouble) Initially, they gave away my reservation while having many additional cars in the lot. Had to make a new reservation on the spot. It being “supplier’s choice” allowed them (apparently) to rent me a huge Ford Transit. It had a leaky tire and I had to return it in the middle of the night after picking it up that evening. This is the worst Hertz I’ve experienced. They do not care at all, and who would as this location has unique policies that go against their brand expectations. Go to the Glendale Av or Bell Rd locations for customer service!

Hertz on Camelback offers a convenient and efficient car rental experience. The process of picking up and dropping off a pre-booked car was straightforward and swift, thanks to their app. However, the overall experience was slightly tarnished by the car’s cleanliness. The exterior was extremely dirty, and the interior also showed signs of slight untidiness. This aspect definitely requires attention to meet the expectations of customers fully. Despite the cleanliness issue, the easy booking and pick-up process makes Hertz a good option for car rentals, and the overall experience leans towards positive.

Zero stars. Told we were not allowed to return the car to the airport location because we prepaid at this location. So, if we hadn’t prepaid, we could switch it? What a joke. On top of that they didn’t have the car we prepaid for because we were 15 minutes outside the two hour window for pickup due to travel issues. So we then had to pay extra for a car, but still couldn’t change the return location. Eyes rolling and rude attitude from the desk person the whole way. No solutions offered or even attempted. Don’t rent from Hertz. Especially not this location.

I reserved a Tesla at this location a month before my arrival. When I arrived they said they had already given away all the teslas and gave me another electric car. This electric car had less range and chargers were impossible to find. Additionally the “super” chargers were extremely slow. As a Tesla owner I reserved a Tesla because I know there are many super chargers and that they are fast. What’s the point of reserving a car if they aren’t going to honor the reservation anyway? Save the time and use Turo where there is better customer service.

When I arrived to pick up my car, from a reservation I made and paid for 3 days in advance, I was told that no cars were available UNLESS I wanted to upgrade to a more expensive car. Am not impressed with how my reservation was handled and will not rent from Hertz again. The staff was cordial and friendly yet they did not have a satisfactory resolution to their car inventory issue and that was unacceptable

My friend reserved a car from here. We drove 30 minutes to get there, I had to use the restroom but they had a no public restroom sign. The car wasn't ready and needed to be cleaned, it was a 30 minute wait. I asked to please use the restroom and they said no, had to walk to the cabinet store. My friend had tried to call them multiple times over 3 days and they never answer their phone. A man came in and asked why they don't answer their phone, they said they try but it rings constantly. It never rang the entire hour we were there..I think the ringer is actually turned off. 4 employees in that office and no one can answer phones or have cars ready by your reservation time. I understand not having a public restroom but you could at least let your paying customers use it. I personally will never rent from this company.

I paid for the rental car in advance through priceline. I granted hertz permission to get $200.00 from my credit card for a security deposit, with the assurance that my deposit will be placed back Into my account Once the vehicle is returned. which I returned full of gas. I spoke to the lady after she inspected the vehicle, and she informed me that my deposit will be returned which it was.but I was charged for the vehicle again. These people had the nerve to take money from my account with my consent and charge me again for a vehicle that I had already paid for. Now I'm disputing these charges and I will be filing a complaint. With the better business bureau, first thing in the morning. Please be careful who you give your personal information to, even these so called businesses are shady..,this is my first and last time EVER RENTING FROM HERTZ..I SHOULD OF TAKEN THE ADVICE FROM MY FAMILY AND LISTEN TO THEM,WHEN THEY SAID I SHOULD GO THROUGH AVIS OR ENTERPRISE BECAUSE THEY ARE VERY PROFESSIONAL IN THERE DEALINGS WHEN IT COMES THE PUBLIC.. LESSON LEARNED ON MY PART.

The woman waiting on us (no name tag) was extremely rude. She got annoyed when she told us to put our credit card in the machine and we asked how much was being run. Her response was "I don't know". Then when she pulled the car up, we wanted to walk around it with her. She told us she already took pictures. When we looked at the pics, you couldn't see any scratches. This was the most unprofessional experience at a rental company EVER! This will be the last time I use them!!

They found so many, many ways to screw me on this rental I am not going to bore you with all of them. They do deserve an award for creating the worst possible customer service and finding every way to screw you on a rental that is possible. They managed to make my $175 rental into $350 and forced me to use a debit card instead of credit so when I had a cracked windshield I was not covered. Then instead of processing the claim, they waited so they could screw me out of use of vehicle funds. Again just some highlights. It was much worse. Just awful people. Awful company. All the bad reviews here are justified I am sure. You can see from the ridiculous auto response below there is no interest in improving except finding improvements in ways to take your money. This is not a service organization. It is dead in the eyes money extraction organization.

I called in to obtain some information on a vehicle I had previously rented, and was having a hard time getting a hold of someone to assist me. I called this location and a very nice gentleman took down my information for Justin to call me back, which he did in a timely manner and was able to help me obtain all of the information I needed. Top notch customer service, and thank you Justin for all of your help on being able to provide me with the requested information.

Rented a car for out of town travel. At speeds over 65 mph, some plastic front bumper thing flapped in the wind LOUDLY and drove us crazy. Apparently, this car was only used in the city, or no one reported the loose piece, or it was reported and not fixed. The 2- stars are for the convenient location. So next time, I will suggest a test drive.

Never come to this location in need of a rental or insurance replacement vehicle. The staff is very unprofessional, rude and uninformed with their own policies. The staff refused to rent me a vehicle even after having it all arranged. I went to a different hertz location in Scottsdale and had a great experience with Chris and in the middle of getting my vehicle in Scottsdale the manager Scott from this location called to let them know not to rent to us. Even after this Chris said that the Camelback location was in the wrong and that the employees were not informed or trained on how to handle insurance rentals. Save yourself the time and use a different hertz location.

The variety of vehicles is large and I could choose from compact to top end luxury. They even have some muscle cars for the enthusiasts. Did I mention selection? The service was instant from the time I opened the door. What's not to enjoy?

Airport is over booked and we are also over booked. You need to wait until some one returns the car and the wait goes any where between 2-4 hours !! If your unlucky, they will deny a car though you booked stating we are also over booked. You can see lot of dissatisfied customers over the store On wait mode !! I have spent more than 3-5 hours in store and heard the same conversation mentioned again and again even on the day of returning the car. For return it took 25 min wait in the store. They also say that they are under staffed and they assist very slow ! Don’t fall for cheap prices cause you will spend more $ in the agony of waiting and time !! Hertz is pretty bad and after this experience it’s went to superlative degree !! worst

The absolute WORST experience trying to rent a car. Made reservation only to show up and be told they won’t have any cars available. ON TOP of that the whole staff was completely rude, unprofessional and condescending when I tried to ask about solutions. Also a car became available while I was there which they assigned to somebody who has not even arrived yet. TERRIBLE!

1 star is too kind for this place. Terrible service! AVOID AT ALL COSTS! My husband and I rented an economy car and were given a four door truck without the trim. We were given the option to upgrade to a Jeep for almost double what the original cost was. They said this was the ONLY vehicle available. When persistent they finally gave us a car that WAS IN the parking lot for $500 extra dollars. We waited almost an hour to finally get the car that all he had to do was take us to it in the parking lot.

I had a very bad experience renting with Hertz, I am a first time renter also. I rented a Tesla for $72 a day. When I arrived at the 949 W Camelback Rd. Store my car was not there, representative told me after 30 minutes of waiting that they didn't have one to rent. He offered me a what looked like a cheaper priced Mazda for the same price, I told him No because there wouldn't be a price adjustment, he wasn't able to clearly tell me how much per day was the Mazda. I wanted to cancel my rental and start fresh with the rental after sometime he called his manager and found out that a Tesla was getting out of the shop and he then offered me the Tesla. I said yes to the offer he said his manager was on his way, 1 hour and a half later the tesla finally arrived. It took 2 hours into my rental time to finally get the car I booked, when I got it he didn't mention the security deposit of $200 which is no big deal, the car was at 75% charge, which is ridiculous. How are these cars not handed over at 100% charge? He told me that I could pay an additional $35 dollars so that I wouldn't worry about bringing it below 70% or I could charge it myself. I said ok because I don't know where I would go charge it myself, he didn't help with telling me anything about it. I drove the car 29 miles and it was at 39% and I hadn't even started my day. I called about where I could go charge it and got hung up on. Then I saw my charges where it showed i was charged for the deposit and I freaked out because I didn't know what it was, I went back to the store to get some answers. They explained and then they told me not to bring back that car with 10% or I'd get charged $25! At this point I thought this whole experience as a joke and felt screwed. Never again will I rent with this store and I will leave this review on google the customer service was terrible, lots of people were upset in that store that day, I could hear multiple similar situations in my 2 hour wait.

Terrible experience - first, we had to wait 30 minutes to get a car that was fully paid for and reserved. There was only one person at the desk and when the second person came in, he had no urgency at all with 4 people waiting. Second, they charged me $40 for gas when I returned it at the same level as I took it - which was only 1/2 when I got it - that was also inconvenient as it is over 110 degrees so I had to fill the tank right away.

If you can rent your car from legitimately anywhere else, DO IT. Keep in mind, this Hertz is really small, but its problems are huge. Took 40 minutes for them to help the first person in line. I received my car and it was filthy. I rented my car for one week and had to air up the tires on two different occasions myself because the tire light came on. The service engine light was on the entire time as well. I called this location 10+ times to ask questions about the car but no one answered. The service at this location was so slow that I chose to pay extra to drop the rental off at a different location. Reported all of these problems to Hertz Corporate and they did absolutely nothing. Please don't waste your time here.

Andrew at Hertz Camelback is the BEST! I’d read so many horror story reviews I was nervous the first time I rented, but he was very personable and took his time to make sure the vehicle I got was in great condition. When I came back for a second rental, I was overjoyed to see Andrew behind the desk again! Great vehicles, great service, and a convenient location with lower rates than the airport - what more could you possibly ask for??

Avoid this place even if it is your last resort. We had a 10 am reservation. When we arrived there was 1 customer in front of us. An hour later there are 7 other customers with 2 agents. Only 1 agent is working while the male agent (Claude W.) is sitting behind his computer doing nothing. After 2 hours he proceeds to lecture the customers about being understanding and that we should always have a back up plan in case we don't get a car. He told the people who had reservations and had been waiting for over 3 hours they were not actually confirmed and there was a possibility they wouldn't get a car. We told him to stop talking and just work. He called the police on us.

Excellent customer service by associate Claude W who was assisting me with rental through insurance. Car was there as promised, it is exactly the perfect fit for me. However, one teeny issue - it didn't come with steering wheel knob/spinner but it's OK, took a bit to getting used to. Fantastic job Hertz LE, fantastic job Claude :)

Great, friendly service! Extremely helpful and accommodating! The service was fast and the car was clean. We tried adding an additional driver using the AAA discount but had an expired card so they worked with us to make sure we could get our discount. They refunded the amount once we showed the new card. I would highly recommend Hertz for the great prices and friendly service!

I reserved a car for my dad via kayak.com and it was supposed to be a couple hundred dollars for 3 days. He landed a few hours early so I looked at their faqs and it said they would try to accommodate those situations if they could so I left it alone after trying to call and not being able to talk to anyone at the office itself. My dad picks up the car and they tell him it'll be about 600 dollars for his reservation!! What? Beware of the switcharoo!! We might alert BBB on this one! 😒

I always have a good experience here. The older staff genuinely have a sense of urgency and a duty for customer service. I very much appreciate staff that welcome each patron as they enter the door. This provide warmth and acknowledgement as a first impression for each guest. The Downside (slightly): As I mentioned above, the older staff are keen in delivering the bright and friendly customer service. However, I can't shake that some of the younger staff regret even working at this establishment. Yes, they unfortunately have to where a mask, however tone, sense of urgency, and bright eyes are absolutely critical in the service industry. Overall, the service is fast. I am usually in and out within 15 minutes. If ask, if I would refer to a friend, the answer is always absolutely!

First time I rented from here it was a negative 5 star. No cars, no one seemed to care that they were making reservations without being able to honor them. 3 hours later I finally got a car. This time around they at least were stocked up with cars which was nice. Process took a bit of time just to get everything processed. There is no gold service for those of you thinking you can stroll in with your pinky up grab a car and go. Car itself was decent. Front end of the car had a noticeable vibration. So apparently maintenance is a thing of the past. But if thats what they want to rent and as long as it makes it through my rental period then so be it. Not the best rental place but in a pinch it works. Good luck

I highly recommend walking instead of renting a vehicle from this place. Rented a car from here. Didnt make it 15 miles from location before warning lights came on dash for forward collision issues. My insurance company covered 2 days rental. I got vehicle at 445 in the afternoon. Returned vehicle before 5pm 48 hours later and was charged out of pocket for a 3rd days rental. No wonder this company went bankrupt a few years ago. I will never rent from any hertz location and will advise anyone I know to go elsewhere

I never in my life thought I would write a five star review for a rental car company but my experience at this location was seamless. I am no stranger to renting cars and the horror stories that usually go with it. This time it was different. I arrived an hour early in town and they gave me my car no issue. To pick up the car I was in and out within 10 minutes. Dropping the car off took about three. If ever I am back in this area I won’t hesitate to rent from them again.