Hertz - Buffalo - Buffalo Niagara International Airport (BUF) Avis 

Awful setup. Car smelled of cigarettes and marijuana. Took forever to get a different car.

They fail to provide the promised vehicles and do not honor the status levels such as "Gold" membership. The service at the counter is abysmal and indifferent. There are calculation errors, and time is wasted waiting in lines when that shouldn't be necessary. At many locations, the "Gold Member" service desk is closed,"You have to pick an available vehicle with over 25,000 miles on it, even if it's outside your category rendering everything you did online completely pointless. No one ever apologizes—and so it goes..

I like how everyone is polite and efficient even when they get very busy. As a President Circle member, I also appreciate that they take time to call out Gold members for priority service.

Car was not ready, even though my flight was delayed. I was given no timeline for when a car would be ready for me. Then when receiving reminders for drop off, it was emphasized every time that I had a 29 minute grace period before extra charges. I understand, but that landed really, really wrong.

To top it off, the notice that I could be charged extra time because I was dropping off after hours and the car would not be checked in until opening in the morning was very concerning. Customer service was not able to give any further information or advice on how to avoid this. Instead, I was instructed to call the local office, but was never able to get through. When I did drop off (a day early to avoid the whole mess), I was just told the phones don’t work locally. The whole thing was just terrible customer service and communication. I won’t use Hertz again.

No vehicles upon arrival.
About an hour wait until I received keys.
The vehicle smelled of smoke, had writing all over the driver side rear window, battery was low on key fob, windshield had a distortion when sitting behind the wheel and had to lean towards the center to see.
Desk clerk through extra charges on hoping I wouldn’t notice.

The only positives were that I eventually got a vehicle that was bigger than what I reserved, it had a full tank, and if you somehow ignore the smell, at least the interior was clean.

I was waiting with a number of other people to receive a car, it took them over an hour to get us a car. I dropped the car off an hour early and they charged me for two extra hours, I got that removed. When asked about the device for tolls I told the agent we were driving to Niagara Falls from Buffalo and she said you wouldn't need it, I had to use it once up and once back and got another charge of $160. I am a gold member with hertz and this will be my last rental with them !!!

Car was not ready. What’s the point of the reservation if you will not hold the car? On top of that when I was called up to get my car. I was then told that I couldn’t have that car, because it had to go to someone else who is higher priority. Even though I have presidential circle?

As a Gold Plus Rewards Five Star member and a longtime Hertz customer, this was one of my worst rental experiences. When I arrived, the Gold Service area was closed, and there was a long line with only one employee working at the counter. A second employee eventually came to help, and the first employee later began calling for Gold members. However, because the area was so crowded and I was near the back of the line, I could not hear the announcement. Fortunately, my wife was seated closer and told me after I had already waited more than 30 minutes with very little movement. Otherwise, I would have waited even longer. The purpose of Gold Service is to make picking up a reserved vehicle quick and convenient, so this was extremely disappointing.

The return experience was also poorly managed. A customer had blocked the return lanes while loading or unloading, and staff initially stood by without addressing the situation. As a result, I was left blocking the pass-through lane. After a while, someone finally asked the customer to move so others could return their vehicles.

The only positive was that the vehicle was exactly what I had reserved. Given my loyalty status and many years of renting from Hertz, I expected a much smoother and better-managed experience.

Horrible white male agent who was at the customer service counter. Told me my car wasn't available. That he would be giving me a lower class vehicle and not adjusting the price I should take it up with corporate. He told me corporate needs to do a better job with their business customers.

Staff at the gold booth in the garage got me the car I initially paid for and was very nice about it.

Not everyone should be customer facing. Hertz has a bad habit of putting rude employees on the front line. Make him go wash cars or something. Not check in renters.

Had to wait 1.5hrs to get into a rental car despite my flight being on time and reservation having reflected that. Got to the car and it smelled like smoke, had bumper damage, windshield wipers were useless and the brakes made the car shake when stopping. I asked for a new car before I left and was told I could get back in line. I am a hold member and truly upset by this experience. When I tried to call Hertz location the next day they kept disconnecting the call and I could never get through. Customer service took until day 3.to get back to me and at that point it wasn't worth doing anything as I was returning the next morning. Awful experience.

This the worst Hertz office I have ever experienced. Front desk is understaffed - guy there was very abrasive and rude. No Gold desk or premium experience - horrible place, avoid at all cost!

RUDE STAFF. CARS NOT READY. MANAGER + AMAN LIED THE WHOLE TIME. I AM CONSIDERING PULLING MY ACCOUNT.

Had to wait an hour to get a car. Got a smaller car then requested. Got charged $130 for tolls. Got charged for fuel when requested not to pay for fuel and i would bring back the car on a full tank. Which i did.

I had a reservation but didn’t receive my vehicle for over two hours.

Windshield wipers were way over due for replacement. Rubber was hard and didn’t clear rain very well. Also, We received an email 4 days before our rental was to be returned, stating that we had returned the car to Raleigh/Durham North Carolina and that the final bill had been charged to our card. We had to take a couple of hours while on vacation to get that all straightened out. Waiting now for a refund because the charge was $400+ more than our initial contract.
As a Gold member I was really disappointed.

Overall, the service was great. Unfortunately, because of volume and inventory issues, the Gold Member kiosk was not operational. Therefore, I did have to spend more time to receive the vehicle for my trip. The return was painless and the vehicle was in great shape.

The car was not midsize, it was a Sentra. But the bill for the tolls was over the top. 137 dollars for tolls. This is a ridiculous. I went through two or three tolls but they have a standard massive charge for tolls. This added 25 percent surprise to the bill.

Lines at Buffalo are always insane, it takes 45-60 minutes to pickup car. Car quality is low (high milage and outdated)

Three hour wait for a car was totally unnecessary and unsatisfactory!!

The car was nice, but this location does not have a Presidents circle desk.

They also rarely have someone working the secondary booth, so you have to wait in the line regardless.