Hertz Car Rental - Chicago - Chicago Midway International Airport (MDW) - Chicago, Illinois

marc kofi

Horrible customer service. Mid-September 2024. I am a Gold Plus member, so when I arrived, they directed me to go straight pickup my car. At the exit gate, right after picking up the car, the attendant asked me to give him my driver license and a different credit card than the one I had on file, which I did. I heard the attendant call some number and obtain a kind of pre-authorization code. Then he seemed lost, like he had done something wrong. That is when all the problems started. I found out that they ran my card, the bank held the money, and they kept claiming they had not received the money yet. Even after I called the credit card company, put them on speaker, and showed the transaction on my mobile app, they would not give me my reserved car. And they asked me to go through the same process with another credit card again, which I refused, asking that they fix the issue first. They told me to wait 24 hours for the issue to be fixed (I was on a 2-day trip to Chicago).
It's unfortunate that they do not take ownership of their own mistakes, and they do not seem to provide proper training to their new team members. The most surprising part of my bad experience with them was that different people claimed to be the top site manager, and each of them would not let me speak to a person that could better help me. I do Not recommend this branch, unless they have changed the management team.

J H

I reserved a minivan months ahead of our trip. I received an email the day before to go straight to the lot, our car would be ready and we could skip the line. We arrive with 4 hungry, tired children to pick up the minivan, only to see the minivan in the parking lot, but not assigned to us. Back inside with the whole troop to fix this small problem. Nope, for 1.5 hours they cannot figure out how to assign the minivan sitting 60 feet away to my reservation. They finally assign us the van, only for me to go back out to find out is gone. They get it back but it has horrible noises. I think the mechanic had picked it up for repairs, but they gave it to us instead of giving us a fully functional vehicle. Thankfully it didn't die on us. Then they charged me $200 more than my reservation. I sent feedback explaining the entire headache asking for customer support, but no one bothered to call me back. Not a great experience. I've never been treated this way at Avis or Enterprise. No one from Hertz seems to care.

Michael Turner

They add a ton of hassle for no good reason. I booked my car online and used a payment card that has good exchange rates. They tell you that you need to bring the physical card with you, which I did. Unfortunately this is a modern card that has no numbers printed on it. They refused to accept it. In the end the staff just told me to go away and phone Hertz booking line to fix it. Even after getting the cards swapped the staff then started saying the new card wasn't any good because it didn't have my full name on it, the card company only put my first initial on the card. What an absolute joke of a policy that just inconveniences honestly customers. I ended up waiting over 2 hours in the rental reception before they processed my booking, despite me doing everything they said.

If they are going to have weird policies that no where else has, they need to make that very clear at the time of booking - not just bring the card with you, but only use a card that has your full name on and has the card number you're using printed on it.

The car they gave me had a lot of road noise. It wasn't until I got out and realised all the interior trim around the B column had come away behind the drivers head rest, so only visible as a passenger. But it made for a noisy trip... but I was miles away before I noticed.

Add this to my more recent Hertz experience where they gave me faulty car after faulty car and caused me a serious amount of inconvenience and delay, ruining part of my holiday. Not this location, but still Hertz as a company. I'll be avoiding them at all cost now, terrible.

Martin Burrow

Updated to 5 stars. Front counter staff has never been anything but friendly and smiling. This visit (April 2024) was no different.

Rental before that was flawless with no issues. I'll be using Hertz more frequently with additional travel. A couple more good rentals and back to 5 stars.

Staff is friendly on the checkout and return at the Midway airport location. Nice folks.

Dan Greene

Positives, I was able to check in through my phone the day of but I didn't get the final text to check out until about 15 minutes before my car rental. I didn't even need to see a human or wait in line. The negatives, There is only 1 lane for several cars to leave the rental car place. For my final bill, even though I declined I was still charged for insurance. I did dispute this through the website and was refunded. I'm all for using technology but charge me what I requested for not what I declined. I know this may sound petty, but getting on the bus to go to the rental car place in Chicago winter. The shuttle driver left the doors open, while waiting at least 10 minutes for other passengers.

Martin Mills

We had a very smooth pick up experience. The young lady on the desk was very polite and efficient. We were starting our Route 66 drive from Chicago, which was going to be a 3 week adventure. The young lady (Beautiful long finger nails) provided us with a Dodge Durango and explained it was a decent size SUV and that we should find the car very comfortable for our long journey, and she was right. The car was clean and shiny and ran perfectly.
The drop off at LAX was also very easy and quick. Well done Hertz

Jasmine jones

We were giving a filthy car. I mean sticky crap all through out chewed gum on the floor, food crumbs on the windshield just nasty. We had to take it to another hertz to get it detailed to semi feel comfortable driving the van. It was so difficult to get someone on the phone, the 800 number was so unhelpful, just an awful experience overall. There was representative at the office that went above and beyond to help us with issues we had rental the vehicle. Big thank you to her! Other than that this was my first and last time doing business with Hertz!

Brian Martin

Prior to returning the car, I stopped at a gas station 1/4 mile from the rental car location to fill up the gas tank. I noticed a charge of $64.35 a few days later. I called Avis to determine the reason for the charge, and Avis stated that the gas tank should been returned at 16.1 gallons (what they deemed as a full tank), and that I returned the car st 15.1. Essentially, I was charged $64.35 for a missing gallon of gas. I stated that I filled the tank up at a nearby gas station and showed proof of the gas purchase, and they eventually refunded me. I do not recommend renting from Avis especially at the Midway location. This was a complete attempt to lie and scam me.