Hertz Car Rental - Orchard Park Southwestern Blvd HLE

"Wife got a loaner from them through West Herr Jeep. Not supposed to cost us anything. Hertz put a $50 hold on card. When she returned it to west herr, they said there was ashes in the back seat and charged us $200. My wife doesn't smoke. Never did. I'm gonna repeat that. She DOESN'T SMOKE. When confronted about it Counter guy said he had pictures. Asked to see them, he said no. Said they normally charge 400 but was giving us a break. Sounds fishy to me. Called West Herr, they said we shouldn't have been charged anything cause it was a loaner from them. (All there loaners are on recall) So now we're waiting for them to return money cause West Herr called and told them we should not be charged. We'll see. WORST customer service I've ever seen. Do not go there. You'll get ripped off."

"Great customer service, especially if you get Bill, Jr.!! Even when we had complications on the road, it only took a call to Bill for him to direct us to the closest Hertz to us so we could, literally, pull in exchange keys and another vehicle and get back on the road!! Thanks Bill!!!"

"Reserved a car for June 10th that I needed for work. Set an appointment for 4pm when I was done with my shift and when I got there at the scheduled time I was informed despite reserving one they had no cars. The one employee working there was offering no help other than to put me on a waiting list where I “MIGHT get a car tomorrow.” And that I would be 5th on the waiting list. 4 other people at least got stiffed out of their reservations too. He tried to get me to take an electric car but I needed one with range as I’m driving half way across the country for work. I asked if he could help me find another location with an available vehicle and I got no help. When I tried to call locations the automated phone system would just refer me to the website or app. Without enough time to locate another vehicle (I understand I left the reservation to the last minute for my trip but I didn’t think there would be a problem like this) I’m stuck putting the miles wear and tear on my personal vehicle so I can do my job."

"Really bad experience with hertz staff at this location. Booked a rental and went to pick it up on 2nd December, the two staff members didnt have the correct car available and tried pushing us to have a minivan which we repeatedly told them no. The heavy set guy had an attitude and was more interested in showing funny posts to his colleague. He lacked experience with the computer and cancelling a booking as he wanted us to use the preexisting booking for the larger size vehicle but take a smaller cheaper one instead without adjusting the price difference. The car itself had not been cleaned out properly and we found in the back of the car someones anti-seizure medication. The same person also argued with us when we tried returning the car and did not seem at all interested by the prescription medication we found in the car."

"After my flight got cancelled (twice) in the chaos that is the blizzard of 2022, I tried looking for a rental car in the area to drive to another state one way and return the same day. This Hertz location came to my rescue - everywhere else was booked solid, and/or required a credit card (a real one- not just your debit card charged as credit!) at pickup. I gave them a call and was told I could use my debit card, provided that I was 25+, cleared a credit check, booked 24 hours in advance, and had $500 for the security deposit. I was lucky to have everything required to get this done (and that they even had a vehicle for me!), but in comparison to the airport, I'd take these conditions any day. The staff was knowledgeable, patient, and kind - both in person and on the phone. While the vehicle only had a quarter tank when I received it, staff updated the info to reflect that for the return. Plus, it was clean as a whistle and drove beautifully. Overall a great experience, will definitely be a returning customer!"