Hertz Car Rental - Aurora - S Havana Street - Aurora, Colorado

Jeremy Aspen

I can say that the people here at this location were perfectly decent to work with and seem to have had the general intention of being helpful.

However, they did deliver a car to me with the flat tire indication on, which I took a picture of just to have as backup, just in case. As it turns out we drove from Denver to Keystone and later that same night the tire pressure was 26 psi, so we filled it up.

The next morning we went outside before going to the lifts and discovered the pressure was down to 23 psi, so we went and tried to fill it up again. In this case the tire air machine didn't work (probably because it was -1 degrees). Regardless, we called roadside assistance who later had a driver meet us to change out the tire. Upon arrival the driver, who was great btw, said it was probably safer to fill up the tire and drive back to Denver than to install a doughnut spare for that drive through the mountains. So, that is what we did.

Because of the air situation I was not comfortable driving the car the rest of our trip so I delivered it back to the location one day early.

Calling Hertz Customer Service was pretty poor. All they would say is that I had to fill out a form, which I did to ask for the credit. The response from Hertz was nothing more than, paraphrasing "Thank you for being a valued client, we apologize for the inconvenience.

Anyway, I'm not going to upend my life to try to get them to do anything differently, but I will not be using Hertz for my personal car rentals, and I am removing them as a vendor so our employees can no longer use them for their travel. It's not out of spite, just that having such an impoverished customer support system is too much of a tell that my staff would almost certainly be treated similarly should they ever have such an experience whilst traveling for work.

Matt C

I am writing to express my disappointment with my recent rental experience with Hertz. I reached out four times and spoke to four different representatives, but my issue STILL remains unresolved.

I rented a car for five days, but it only worked properly for three. Two hours into my road trip, the car began to shake violently, making it unsafe to drive. I was advised to continue driving to my destination, despite the car’s issues. I have a case number for that call, yet Hertz customer service claims they were unaware of the car’s problems and insists I should have returned it immediately.

Following the initial advice, I drove for two days at 20 MPH below the speed limit because the car would shake uncontrollably above 60 MPH. Upon reaching my destination, I exchanged the car. I requested a two-day prorated rate but was only offered a $50 gift card.

This experience has been incredibly frustrating and inconvenient. I hope Hertz can address this issue and improve their customer service.

Brian Kim

I reserved a car on Oct 3rd and I showed up for the car on that date. But a representative told me that they did not have the car and they called me the day before about it. But my schedule was messed up already. A few days later a pending charge $133.21 showed up on my credit card account from Hertz . So I visited the Havana store again and asked about it. But a representative told me to contact the Hertz corporation about it. They charged me for the car that they failed to provide and I have not rented. I had to spend several hours to call the Hertz corporation and my credit card company to solve the issue. Nobody is responsible for that and doing anything about it. I would better stay away from Hertz and this store.

Joey Mendolia

DO NOT GO HERE! Read all the reviews first. They are spot on. Tried to drop off a friend here to rent a car. We noticed they closed at 5pm. On our way, my friend called and said “if I’m there at 5:01 is that okay” and whoever answered said yes that will be fine. We got there at 5:01, doors were locked. Brittany Ware, the manager, came out the side door and we flagged her down. There was another group of people also showing up at that time trying to rent a car. Brittany told all of us she was not here to argue, she said the closing time was on the door (5pm) and that if we wanted the car we should’ve gotten here at 4:50. She offered no solutions to help. She said “well you didn’t talk to me so idk who you talked to”. Nobody tried arguing with her, we just said “why are we able to make a car reservation for 5pm if you close at 5pm” to which she shrugged and got in her car. She even came back to the store about 5 minutes later to pick something up that she forgot. We were sitting in the parking lot trying to find another place to rent a car. In that time she could’ve just grabbed the keys. So many things could’ve been done to provide actual customer service. Instead Brittany chose to be demeaning, rude, and show complete lack of care. I would’ve understood if we showed up at 5:05, but again we showed up at 5:01 and even called before to let them know that’s when we’d be there. Either fire Brittany or shut this place down. That was horrid. And shame on Hertz for having countless negative reviews for this location and responding to each saying “sorry you didn’t get 5 star service, please message us at ____”.

Octavian Avila

Terrible customer service! I have a current long term rental close to 2 months. The SUV had a rattle underneath it and it was getting worst, I noted this when I rented. Then a slow leak in the tire was happening, I had to refill each day. I go in here to exchange. They have cars on the lot. I was told there are 15 reservations for 5 cars. They don't have any. I iterated, once the tire is fixed and the noise on the bottom, you are not losing a car. It was about 2pm at the time so plenty of time to fix the tire at the very least. Still no, I called my Fleet company to call and still no. The lady at the desk was not having it and I know they get returns on Friday nights from personal cars being completed but she sent me to Parker! We had errands to do so we left a personal vehicle on the lot, we went back to go get it so after-hours we saw plenty of cars on the lot, I was bold-face lied to because they would have to fix the car I was in. I asked if they had a way to refill the tire, they said no. This location and her non-caring attitude is terrible. The same attitude at the Airport location as well as the Colorado Springs location. The Area manger, District Manager has created a terrible culture, I see this other reviews and there is no change. Do not rent from Hertz

amanda johnson

AVOID!!!! POOR CUSTOMER SERVICE!! I requested an all-wheel drive car and was mocked for asking. The guy said it won’t snow for a few month. I responded with well can you tell me who is liable if I were to get into a collision then? And proceeded by asking for his name. I was then Hung up on!!! I called back and the same guy answered the phone and put me on a long hold. I hung up and called back and asked if I could speak with the supervisor and he explained that he was the supervisor. He denied hanging up on me and then hung up on me again!! When I called Hertz customer service I was notified that my reservation was cancelled without my authorization!!!! Terrible experience: Avois this location and terrible customer service and management skills at ALL costs.

Tash Quintero

I had the worst experience this time after coming to this location several times even thou it's filthy, air vents are full of dirt which explains why it smells in there and needs a really bad update, anyway I was charged 50$ for each car i had 2 cars with hail damage I didn't receive my deposit back I returned the cars clean and gas full and on time I did however pass a couple tolls so i just assumed that was the reason but then they took another 100$ from my bank account with out discussing it with me entries to talk to customer service and was told to talk to my bank it would've been nice to have an itemized list of what I was being charged for. The boy in there was rude and disrespectful I tried to talk to the manager but was told she agreed with him on everything he said and I didn't need to talk to her. I can't over look this experience and won't return after renting 7 times there I will be taking my business to enterprise for future needs

Kayla Murphy

I had to rent a vehicle through them as they were assigned through my insurance company while my car was being fixed for hail damage. When trying to return the vehicle hertz told me to just leave it at the dealership and they would call them to come get it. I tried to drop it at the dealership and they cautioned me against it, stating that rental places have been leaving the cars on their lot for days and then charging customers for the time they took to come get it, as well as any damage that might occur on their lot. Though they made sure to let me know they didn't mind keeping it, just didn't recommend it. So again I went to hertz and let them know what the dealership told me and asked if they could give me a ride, literally 3 minutes down the road to Shortline GMC Buick. I was told no due to staff shortages. Even though there were two agents inside one customer and one agent outside cleaning vehicles they could not offer to give me a ride 3 minutes away from their location. Instead of paying for a $12 Lyft to go 3 minutes away I opted for the 15-20 minute walk down Havana, one of the busiest streets in the area. Very poor customer service when pick-up and drop-off is typically offered when renting, especially when the 2nd location is only 3 minutes away. Really I think the agent was just pissed I didn't leave it at Shortline's collision center, as he was not doing anything else but sitting there on his phone while his colleague helped the only other customer in the building. Make sure you have a ride if you're going to rent here.