Hertz Car Rental - Rochester, West Henrietta - Lehigh Station Road HLE

I had an absolutely horrible experience with Hertz.

I was given a rental car through my car dealership while I was having work done on my car. The Hertz rep asked me for my credit card details and they told me I would only have a $50 hold on my card and it would be released once I brought the car back without any damage.

Well, I was charged over $37 for gasoline, when I drove 48 miles total.

I called Hertz and spoke with two different people who essentially told me "the customer is never right" and they could not do anything for me.

They charged me $9.99 / gallon and I was told I should have signed up for their gas refill policy. I asked if they could adjust to that now and I was told no, even though:

1) I was not told I was responsible for gas (assumed dealer was paying for rental and all associated costs)

2) I was not told anything about prepaying for gas at the normal market rate

3) I was not told about this ridiculous 9.99 / gallon if I didn't prepay

4) I was told by the Hertz rep I would not be charged anything as long as I returned the car without any damage

They are a shady business and I would never recommend them. Anytime I need a car rental in the future I will be avoiding Hertz at all costs. Don't give them your business.

I have a long term work rental. There's an issue with the rental. They're only available during my work hours and other locations I have made contact with said I have to contact the location I made the reservation with.unfortunately They're literally impossible tonget ahold of during work. Their phone goes straight to an operator that says "the voicemail hasnt been set up yet".

Hertz in West Henrietta has got to be the worst place to go for a rental car. I got a car through here this summer while mine was getting work done and as soon as I started the rental process I began having second thoughts. They were very rude and unfriendly when I initially picked up the car, but I looked past it and followed through with it anyways.

When I got the car, it seemed fine but began having issues after a week, when the battery died, even though I did not leave any lights or anything on in the car. When I first called the service line, I was at work, so the lady I spoke to told me to call back after work because the service line was “open 24 hours. ” When I called back later, I discovered this was completely false. I finally got in contact with them the next day (all while still being charged for these days on my rental bill), and they sent someone to tow it, but denied ever speaking to me or saying the service line was 24 hours.

When they finally came to tow the car, the service guy opened the hood and found several suspicious things about the inner workings (negative terminal was not tightly connected and appeared to be hand pushed on, probably causing the battery issues). This is not only ridiculous, since rentals are so expensive, but a car like this is EXTREMELY dangerous to drive, putting renters at high risk. Because of this, I decided to return the car so I could rent though another company. When I visited the office to return the car, there was no one at the service desk, despite the fact that it was well within their hours of operation, and I had to wait over 15 minutes for anyone to even show up so I could return the key.

Overall, my entire rental experience was completely unsatisfactory at Hertz, and I am appalled that as of right now I am still being fully charged for the extremely inadequate service I have received. From pick up to drop off, there were simply too many boxes left unchecked, whether in safety, convenience, or customer service, and I would not recommend renting from this location to anyone.

I would not recommend renting a car from this location. I was charged a smoking fee, I do not smoke! Customer service, the Henrietta location and Caitlin have been no help at all. They have no evidence to provide me the customer that this car was smoked in. For one, the car had dog hair in it upon pick up. I had to pay Delta Sonic for a 10 min interior cleaning. I stopped in the location today and asked to speak with a supervisor other than who was in the office and Caitlin simply said “oh I’m a manager” I again asked to speak with someone over her and her associates. I asked again for a phone number or email address. She proceeded to ramble on that her manager Rachael Foote has so many conference calls and it would be some time before she ever contacted me. Then she wrote down the wrong email address for Rachael. I then had to call Caitlin back and she said “oh i must have written it down wrong” I am extremely frustrated that this is happening! No answers, no proof, and not so great customer service! I want to be refunded.

2 stars for fast service, new car.

-3 stars for being a shady business. Employees failed to inform us that extensions had to be manually updated, despite our asking what we had to do if we needed it longer. Hertz sent an automated call to tell us we were "overdue", 6 days after our initial return date. Of course they charge a late fee up to 5 days, so the call was purposefully timed to ensure we didn't find out until they'd already charged us the max penalty. Neither employees at location nor Hertz corporate willing to waive the fees.

Do not rent a car here or tbh at any Hertz. There are cheaper companies, and also better companies. And some of the better companies are cheaper. This is a middling company that goes out of its way to rip you off. Also. The Hertz Henrietta "office" is an awkward, cramped area with one desk and one weird, small counter crammed into the back of a body shop front office. Nothing about this location is nice, not the location itself nor the employees.

Wish we'd read the reviews before chosing to rent here.

This location sent me an invoice STATING I returned the car almost 2 weeks later and I'm still trying to get this resolved. Corporate office is no help either.next call to local Attorney General.

Caitln provides wonderful services and goes above and beyond to accommodate ones request. We had to extend our booking last minute and were out of luck for any cars around in the area. Caitlyn helped us to find a new car for us last minute and get us one the road. I would recommend visiting here if anyone wants excellent service

Received wrong information several times that resulted in 3 extra days of rental charges. This location was unhelpful and lacked sympathy. Cancelling my gold membership as a result of this experience.

Had a family emergency and asked to pick up my rental a day late and was told no. Where is the compassion in this day and time? Shame

Caitlin and Nelly were both very professional and courteous and made my car rental a breeze. I was renting for business and the car was spotless and the transaction was easy and smooth. Both ladies made sure that my business needs were met and I was on my way. Thanks Hertz!

Caitlyn was very professional and explained the whole rental and return process in detail. The whole process was smooth from my pick-up at the dealership to the return of the vehicle. I would definitely rent from Hertz again.

Hertz did all they could do to assist me when I totalled my car! Wish I could give them 3 thumbs up! Hey! I can!

Very disrespectful and terrible company to rent from. They will sell you a car that is dirty and smells like smoke and then when you return it they charge you a smoking fee of $300. The manager Caitlin is very rude and her boss Chris is unprofessional. When calling to discuss the fee, he hangs up on you and blocks your number. I suggest no one rents from this company.