Hertz - New York - West 34th Street Reviews 

The locations that I visited are runed down, dirty and really not appealing.

I had reserved tbe wrong date, but had to get to a court aopearance out of town
Tbe agent was cslm, friendly, fixed my mistake and got ne on the roaf

Great customer service, clean car & no wait

Letter of Thanks to Hertz

Dear Team at Hertz,

I am writing to express my sincere gratitude for the wonderful car‑rental experience I had at your Manhattan location, 323 West 34th Street.

As a long‑time returning customer, I was once again delighted by your service. Both vehicle pick‑up and drop‑off were extremely quick and hassle‑free. Your staff were consistently warm, friendly and welcoming.

I would especially like to commend the female staff member who assisted me during my vehicle return at October 11. I often met her on my visits, and she is always incredibly warm, patient, and thoughtful. She not only remembers my name but also kindly keeps in mind my child’s schooling and work situation. She always asks about my family and life with sincere care and attention, which truly warms my heart.

What touched me most is that your team remembered me as a regular patron. They kindly asked about my family and my travel plans with genuine care, which made me feel truly appreciated.

The smooth rental procedures and your staff’s heartfelt hospitality have made my trip far more pleasant. It is your thoughtful, personal service that keeps me coming back to Hertz time and again.

This outstanding employee truly represents the finest service spirit of Hertz. I sincerely hope the company will recognize her dedication and award her with special recognition for her exceptional customer service.

Thank you once more for your outstanding service. I wish your business continued prosperity and every success.

Sincerely,
Wei Zhang

Theres nothing really that i can say as people will still use this major company. No cars were available at one location even though i had it booked. had to rebook and go to another that said it had cars but when i got there- none. the only option was to upgrade but of course that meant i had to pay more even though they were the ones without the inventory. i did it because i needed the car, but it cost me over a thousand dollars more than i had originally paid. the agents were really just flippant and it was overall just really disappointing.

Car itself was great, but the pickup was far slower than it should have been (particularly given I have Presidents Circle Status - the line took ~30-45 minutes). Also when I needed to change the drop off location due to a flight cancellation, I was charged an egregious amount even though I was just returning the car to the original location where I picked it up.

Waiting in line almost an hour despite Gold status. There was a single person taking orders. I had a confirmed reservation and Gold status, but I still had to wait nearly an hour in line. Furthermore, we were told that the door would close promptly at 8pm even if people were still in line. I barely made it. Furthermore, the line was inside of a hot parking garage.

Thankfully we needed our car a little later than expected. I walked over to tell the folks working there. As I was standing in line there was a woman on the phone who apparently had a reservation, but no cars were available. She had somewhere to be and should have had a car. I told the attendant that I wouldn’t need a car until two hours later, and she said there should be one for me by then. When we arrived later to pick up our car, it was ready. We got in and immediately noticed it didn’t have a full tank. There was a smell that was not pleasant. The infotainment system did not work properly. This was one of the worst cars I’ve ever rented. I didn’t want to press my luck with going back in to request a different car, so we left for our destination. The return process was not much better as the return area was tiny and overfilled with cars trying to leave. I parked in a spot down the ramp and was yelled at my a garage attendant. I would recommend a better system, I’m surprised car accidents don’t happen often.

Poor communication and less than stellar support. Challenges include being given a car with an empty tank, not getting help with my car seat for my son and an onerous billing process that made me think I was double billed. Thankfully, I wasn’t but I had to really make sure. Also, I paid for an upgrade and the car was really not that nice.

Zero staff to help. Only one person at counter who locks people out, yes, literally the door to their office remains locked at all times and they ignore you until they might finally decide to buzz you in to drop off the keys - because there is zero garage staff to help you. (Actually there was one garage staff member who hid in the office doing nothing and also ignored us, what the heck??!)
IT SHOULD NOT TAKE 20 MINUTES TO DROP OFF A RENTAL CAR!!
Staff is supposed to be there to check you in and take your keys, this is a standard and obvious common sense business practice.

Great customer service at both the pick up (NYC West 34th street) location and also easy return process at drop off (Rochester NY airport). The car was nice.

We had reserved a car, but at the time we were picking up all that was available was a huge Pickup truck. At first that was fine but after needing to fill up gas a couple times we realized the mpg was horrible! And to cap off our experience we were quoted $15/day for damage waiver but were charged $40/day after turning the vehicle in.

They had no vehicle to honor my reservation, offered to wait-list, when I asked what chance there may be to get a car based on what they expected for returns that day the woman at Manhattan 34th street location decided she just wasn't going to honor my reservation AT ALL. I call Hertz for assistance and they wanted me to go to a nearby Manhattan location to pick up but instead of honoring my original reservation they instead wanted over $800 for a 3 day rental when my original reservation was $120.

Calling Hertz AGAIN which is a nightmare itself as you can NOT get anyone to assist and are constantly redirected into the same menu loop I was told to return to 34th street because they showed cars available and I also noted the exact car I reserved was sitting in the garage, just washed. The WOMAN at 34th Street didn't give a crap what the rep on phone from Hertz was asking her, she was rude again, lied about what she offered, was of no help, told me to leave when I'm in the phone with Hertz telling me to go back there. So they not only didn't honor my reservation, NOBODY HELPED, and it took 3+ HOURS TRYING TO GET ANYONE TO SIMPLY SAY we are so sorry, we will honor your original reservation rate and assist getting you a vehicle. THAT NEVER HAPPENED.

Instead there is a rude UNQUALIFIED woman at 34th Street location generating reviews like this. She is a detriment to your company and should not have ANY JOB interacting with ANY CUSTOMER.

Please note that I received text messages prior to leaving to pick up car indicating it was ready. After being told my reservation WOULDN'T BE HONORED I continued to receive Hertz notifications my car was ready and they would hold for 2 hours post pick up time. While on phone with Hertz TRYING TO GET HELP my reservation in Hertz portal was still indicating MY CAR IS READY FOR PICKUP.

So anyone renting from Hertz should no whatever issue you encounter you WILL NOT BE ASSISTED, trying to get any help would be a test of your residence dealing with a company that clearly has NO INTEREST.

When the woman at 34th Street original offered wait-list she said they would call BUT NOBODY bothered to call to tell me they're would be NO CAR even though she had a print out of reservations for the day where she located my original reservation. This woman doesn't care about your reservation, she didn't bother to contact me, and is a complete waste of human flesh destroying the Hertz reputation.

After leaving office another customer approached me to apologize for that unqualified woman....yes, an unknown customer apologized to me for her behavior because she just TREATED HIM THE SAME WAY. We swapped contact info. as we both intend to file complaint.

Hertz, when you employ uncaring, unqualified customer service reps that have no intention of HELPING A CUSTOMER, then you deserve the damage she will cause.

FIRE HER!! There is no job this woman should have

Hertz....it's 2026, how is it my reservation will not be honored while your telling me for hours after my car is available for pickup. Really Hertz?? This is your best?? You should be embarrassed and ashamed and whoever is in charge of Hertz communication.... THEY SHOULDN'T HAVE THEIR JOB EITHER.

Do you think I ever heard from Hertz?? Well of course not, I'm still waiting for an explanation I know I will never get.

Quick, efficient, helpful staff.

The wait in LGA for the rental shuttle to show up is ALWAYS too long. While other rental shuttles make at least 2 or more appearances - Hertz is always the last. Need more frequent shuttles.

There was no car available to fill my reservation upon my arrival. I had to wait an hour for a car to become available. That being said, the staff at check in were great!

People were friendly but the place was understaffed. Just one person checking in pickups, stood in line for over an hour.