Hertz Car Rental - Pensacola Regional Airport 11 Service Center Road, Pensacola, FL 32504

"I took a trip to visit my husband at his military base while he was in tech school back in May of this year. He booked everything for me so he could just pick me up straight from the airport, and since he assumed there would be military benefits. Regardless, he booked a rental and $500 later as well as a 7 hour flight, I had finally made it to the destination. As we made our way to the counter, they denied us the rental. EVEN THOUGH it was booked well in advance, prepaid, and ready to go. They said since he didn’t have a flight out of the airport, he couldn’t get the car. Which is silly, because my name was on the rental, and I HAD a flight out. The manager then proceeded to laugh in our faces as we said that we are married and my name is on the rental too, so it shouldn’t matter. He said and I quote, “I don’t care if you’re ‘besties✨.‘“ I’m sure this was to insinuate that he didn’t take us seriously since we are younger than most other married couples. We spent over two hours trying to talk to the counter representatives, managers, and employees/supervisors over the phone, begging them to give us the service that they charged us for. Regardless, they refused to provide us with the service we paid $500 for. Unfortunately this really threw a wrench in our plans as we now had to uber which was around $60 to go anywhere in the area, on top of being out of the initially planned $500. They told us we could call on monday (it was friday) and that the refund may take two-three weeks! So we call monday, they hear us out and “start working on it”. They said it would take 10 business days. Fine. So we wait it out and guess what… no refund… call again. Unfortunately they ask us to explain the story AGAIN and say they will start working on it AGAIN. Before we know it it’s been a month of us calling every other day to get our refund. And still no refund. We threatened to file a dispute with our bank to put a fire under the people so they can do their job. And before we know it’s now mid late August when all of this happened in early May. We have now filed a dispute with our bank since your guys couldn’t do your job. So thanks Hertz. I guess there’s a reason why you are called “Hertz”. My advice, don’t book with them. Find somewhere else. Most rental car places are pretty sucky. But in my experience Avis has been the kindest and most customer service oriented. This is not how you treat your customers let alone a US armed forces member who’s trying to plan a trip to see his wife that he hasn’t seen in 6 months. It’s expensive to rent a car, you should be on your A-game. I guess it’s a learning experience since we are young, but all i’ve learned is that these people basically stole $500 from us and ruined our vacation."

"Rented 2 weekends in a row. First week I agreed to an upgrade, and I was told several lies. The first car was not new, The car had damage to it that I was not made aware of and also had a very bad sour smell of BO or something. I literally went straight to advance auto part to by an air freshener. I took a video of the damage just in case, notified the staff but was never moved to a new car. When I returned the car I called customer service and was LIED TO AGAIN. I was told I would receive 1900 point and I confirmed with the lady that those points were good for 3 days of a rental of a large car or smaller. When I got to the desk to check out the 2nd weekend I found out that 1900 points is good only for one day. I accepted the offer which I regret tremendously!!!! So I go back this past weekend to give Hertz another try. I booked a Large car on the app where it say during the reservation process that your point can be added at the desk as that option to use them on the app was grayed out. When I got to the counter to pick up the car I was told point have to be done online or on the app which is false. I did a mock reservation right there at the desk and showed the manager first hand that in facts in black and white it says points were added at the counter when u pick up the car. Being speechless she then attempted to tie me to committing fraud by asking me who do I know that works for us? How did u get this code which is a friends and family code. I offered to call my great friend who is like a brother to me and I did that for her. Upon handing the manager the phone she didn’t even confirm who he was or anything nor who I was to him so this lady is just walking failure of customer service and a petty liar not wanting to get caught up. I’m deeply offended by my experience with Hertz and this location at Pensacola airport specifically. Hertz as a company clearly has contradictions in its policy’s that literally keep ppl running around in circles. I’ll be calling customer service again to today to lodge a formal complaint and will be demanding to be made whole. I am genuinely surprised this place has a 2.8 rating and not lower"

"Ridiculous. Was charged $47 in fees (for a one day rental that was only $53) for gas and tolls when we didn’t pass any tolls and returned it with a full tank. When I called asking about the fuel charge I was told “oh I can see in our system it was returned with a full tank.” Then how come they can blatantly lie about it?????? And get away with it?? Not to mention the car return line was so full, cars were spilling into other lots and blocking traffic with nobody checking cars back in. Grossly incompetent and downright malicious and predatory. Pathetic"

"It was very easy to book a car rental online with Hertz. However, when we arrived two hours early and asked to modify our existing reservation, they were not flexible and said they would have to charge us an extra day when the modified reservation time would still be less than 24 hours. The person at the desk (Andy) said that they would not charge me if I canceled, but recommended that we do another reservation just to make sure we would still have a reservation before canceling the first reservation. So we made another reservation and got a vehicle. Then, when I went to cancel the original reservation, they still charged me $67. Then Andy proceeded to say that he “…didn’t know that it was going to do that.” Then we asked to speak to the manager. Andy called the manager (Steve) on the phone twice. Steve never showed up to help, so we left. ($67 short) The agents were not flexible, and we got gouged. We aren’t happy with Hertz."

"This 5 star review of Hertz at Pensacola Airport is especially for James. We picked up our rental in San Antonio on Friday and headed to Florida. The check engine light came on while we were in Pensacola on Saturday. We wound up at the Hertz counter at Pensacola Airport at 10pm on a holiday weekend, hoping they would be able to help us. We were told they most likely would not have anything to accommodate 7 passengers. But James went out and took a walk around their lot and found an SUV that had just been returned. He then took it upon himself to clean it and prepare it for us to swap out. We were so thankful and appreciative of his excellent customer service!"