Hertz - Madison - Dane County Regional Airport (MSN) Arvostelua 

Vehicle was ready when we got there easy and easy out

The car was fine, except that I couldn't hook up my phone to the car to the car and use Android auto. The staff told me that Hertz "didn't purchase that option" which I find ridiculous (especially since my Thrifty rental the following week in Cleveland did have that functioning). This is a big safety issue in a rental, as many are being driven in areas the driver does not know and uses the mapping options. It is made worse by not having convenient phone holder and it flopping around the car when trying to use the mapping app creating another safety issue.

Did not have the car that I reserved when we got there and no line for gold club members for President Circle. They offered me a minivan instead of the big SUV. I didn’t have a choice cause I did not have a big SUV. When I went out to the vehicle, it’s spelled horribly of smoke. Turned ok as when I went back in a suburban was available. The suburban was great.

The fastest rental place to get the car i've ever been.

I was charged for gas, and I filled the tank up two blocks from the airport.

Hertz cars have always been a positive experience for me. I have never had an issue and the staff and the service has been consistently great.

Great customer service and the rental and return process were very smooth. Having the car paperwork ready was a bonus.

I wish this location would hire some more help. I had to wait 45 minutes to get a car that was not very clean.
It was also very hard to return the car because of the lack of parking spots. The employee's were nice and helpful just need more of them.

Car windshield dirty. And, charged me extra for late return which was not late. No one responded to give me a credit for this. No parking at return location either.

Well organized. Clean vehicle.

So the only positive thing that happened on Sun.,8/30 was that the one lady (don't recall her name)actually stayed until 6;25 or so so that I could get the last vehicle - it was a Jeep Wrangler which is not the SUV I reserved. Our flight from Dallas on AA was delayed by an hyour, but when I made the reservation I don't recall seeing that the Hertz desk would be closed at 6 PM. I am with the Hertz Gold program, but I was told I have to be in The President's club nto ensure my choice of rental car ? My wife is disabled from a stroke so it is already difficult enough to travel. In addition, The employees the next morning were less than customer friendly although the male employee stated it was his 2nd day on job. There was a line of 4 customers and the 2 other employees looked like they could care less or busy with their own duties.

The upselling at the car pick up was insane. Felt like I was being shamed into buying things I did not need. Which I conveyed up front.
Additionally, I had booked a car class that wasn't available. I had to go down a car size or go up a car size for more money. I would have thought if a specific car size wasn't available, Hertz would upgrade to the larger size vs making me take a smaller one.

The outside of the car was extremely dirty. The mileage was also wildly inaccurate. They had my 1 day trip at over 1,200 miles. I only drove the car for maybe 90 minutes. I’d be shocked if I put 60 miles on the car

You are seriously understaffed. I had to wait - as a gold member - for several people ahead of me when you only had 1 person working at a peak pick up time. The vehicle I booked for a week was not available. I was downgraded, and given a refund for the difference. Then when I got to the new vehicle, the change oil light was on. I walked back in and there were 20 people in line and this poor overworked guy told me I didn’t need to worry, hertz changed the oil and just ‘forgot’ to reset the button. Mind you, this was for a 1 week rental and I drove north of Green Bay. Really disappointed.

The actual car was fine. The counter was understaffed at arrival. The counter was understaffed at departure. They asked me to drop the keys which I did. I was charged an extra hour despite the fact that I can prove I was on the airplane already at that time. I am having trouble getting any help with this, and despite the fact that one live “agent“ offered a refund I have yet to see it post. I’m incredibly disappointed with customer service.

Car was fine as was service. However, there were no empty Hertz parking spaces at the MSN airport to park in! Eventually someone instructed me to circle the airport and park in paid parking. This was inconvenient.

I have been a gold member a very long time, have always checked Hertz as an option for me.
The car was not cleaned, it had garbage inside of it, food, crumbs, coffee all over the console, it had a baby seat in the back that we could not remove and we left it and lastley it had a half a tank of gas. I had to be in a specific location under a timeline otherwise I would have gone back in to get a different car. Regardless, if it wasn't me it would have been someone else. Disappointing.

The car I reserved was not there. They upgraded me for free to a mini van, which worked out better for us

This is the second survey we have completed for Hertz. We completed the first, from Hertz, with very low scores and heard nothing back. The experience at Madison Dade was not good. We booked with Hertz requesting contactless pick up and upon arrival the desk agent at Hertz informed us this service is not offered here. He then went on to inform us that the car we had reserved was not available. He then said we went from a small/mid size SUV to a sedan. He informed us that this was comparable and we would receive a credit back for the difference. When we walked to the car, we found it was instead a small hatchback, a Mazda M3. We had been traveling since 4:30 am and by this point, we just took the car offered. It smelled as if it had been cleaned with a dirty rag and the windshield looked as if the same rag was used. Terrible. Not exactly the car for two 60 year olds. When we returned the car, the lot was full of returns. We will assume they cannot keep up with returns. With this reservation we had fair service, a rental with the smell of dirty boy's locker room, smeared windshield, and a very small car. Overall, we have no idea what we are actually getting out of our GOLD member status. And we are now anxious about our upcoming rental through Hertz in Denver in September. We haven't had these issues previously, and hope that this situation was just one terrible experience.

Extremely easy pick up and return. Nice clean car. Friendly staff.