It is utterly disgusting and castle hill hertz. The consultant was utterly rude and probably the worst person I could ever speak to. I went to return the hire car to hertz today and I asked the consultant about how l should proceed to pay my tolls. She looked at me with disgust, as if I just committed a crime and replied in aloud, hateful tone that I was informed when i picked up the car that we have an admin fee of $33 on top of the toll. I replied that she was the one who served me and never mentioned anything about it. I already have a toll account and I work only a few metres away from the repairer I would have picked up my etag. She almost yelled causing one of the waiting customer to look up at us. I said no why would I ask you now then. She said I did you may not have heard. I said how can this happen. She arrogantly in a loud voice that I will have to pay the admin fee. Her attitude was so wrong. I am in total disbelief, Why should I be paying a $33 admin just because of someone's total lack of professionalism. She was so rude and dismissive when I picked up the car and she did not even explain to me that I was being given a keyless car with a foot brake. I went to the car and had to figure out everything on my own. She hardly explained anything to me. she handed me the car andI spent out outside in your yard in the car trying to figure out where the start button was, the foot brake etc..She only explained the credit card bit to me. Not even which petrol to fill up and today I had to call and speak to another hertz consultant to ask about which petrol to fill up. I have a question, who in their right mind would not use their etag if they are told they would be charged an admin fee. I seriously would like to meet that kind of person. For me it was a straightforward thing, hertz would let me know about my toll or request my tag number. And please, who reads all the term and conditions when they hire your car. I am in total disbelief at that level of inferior customer service to the point of being so racist. Will I ever set feet again in that office, NO. I will use any other car rental but hertz. The way the lady treated it's like I am a thief or a beggar. So rude and arrogant as if I was there for a free ride. She is the face of hertz and if she is ruining the company's image with this kind of service, she should at the back end. And I Should not so arrogantly told to pay for the admin fee just because the lady forgot to mention it. I will definitely pay my toll but not unnecessary admin fee, when the consultant didn't do what she was required to. This is just a total disgrace. No one should be humiliated in such a way. I did nothing wrong why should I be out of pocket and be treated like a thief or liar.

Worse customer services ever. Would never book with Hertz again. We booked and prepaid for a car a few months ahead to accommodate overseas relatives for a road trip. We arrived Castle Hill hertz at 12:05 on the pick up date 1 Jul 2023 and the place is already locked up. Apparently 12:00 is their closing time, none of the staff had thought about giving their customers a courtesy call to inform us that. If they are closing at 12:00, then they shouldn't allow 12:00 as a pick up time. The staff obviously knows they are not opened the following day, and it is important to have the vehicle pickup before closing. A courtesy call to inform that the pickup time is closing time is expected in such situation! In addition, they should have make an effort to give their customer call before closing. We called customer services straight and was told they cannot find the staff member either and we can pickup the car on the following monday! Well, this is not helpful, we need to leave for the outback road trip the following day. And they also refused to refund given their extremely poor customer service. So, I prepaid a few months ahead, they have taken my money and the staff can just happily lock up and go (as they already got my money, who cares). I have hired many cars before and have never seen such irresponsible hire car companies. Thrifty, Eurpocar, Budget... never had a bad experience with them.

I’m outraged, my daughter hired truck was paying every few day basis after a month no issues she was telling me how good they were to use, she communicated when money was available to take out every time and again no problem. Out of no where they accuse her of stealing the truck, charges her over $900 and picks up truck with no warning, all emails verify she was paying the morning after and no response or stating they reported her to police over 2.5 days as the usual payment in the that time. They refuse to send receipts, booking details and on top of that will not close account so she can’t see transactions in her bank account over a month been taken out as they won’t close account , there policy states nothing about the action they took for no reason. On top they charged her another $900 after for no reason and forced it until money came in the account which left her struggling with a baby and back to zero. After losing her business in Covid she has worked day & night to get back and this company has ruined her mentally, articles show they have done this to a lot of people and need to pay back $168 million dollars if anyone has been done please join us to get justice on this company.

The Hertz representative at the front desk was rude and unhelpful compared to the many other times I have rented from them. Maybe she was having a bad day. The vehicle I received was in average condition covered in scratches, dirty inside (which is unacceptable by Hertz standards when you call Hertz Australia) and riddled with disgusting stains on the car seats. You would think during this COVID-19 period that they would keep their cars cleaned and presentable at a higher standard, particularly the interior. If you want good customer service just go down the road to AVIS, where at least they appreciate your business. Reading many of the negative reviews, the response from the owner is "sorry" and they are "always looking at ways to improve". Obviously nothing has been done to improve the attitude of the customer service representative at the front desk many have mentioned in their negative reviews. Hertz Castle Hill, are you listening to your customers? I am sure that the Hertz representative at the front desk would complain if she was treated or spoken to like that at any business she visited where she is a paying customer.

I refuse to go to any HERTZ car rentals after my first and only experience with Hertz Castle Hill. Firstly, they give me a car with some disgusting stains in the backseat similar to those you would probably find in a low grade brothel (see attached photo of backseat) and they have the audacity to tell me that this is an upgrade. Secondly, my insurer extended the hire a couple of days prior to it being due and I get a threatening message from Hertz saying I must return the car immediately. Thirdly, on the day the car rental was due, I was scheduled to be working 1 hour away from the car rental place. I rang and enquired if there was after hours drop off and was told no. I also asked if I could update my credit card over the phone as my old credit card got chewed by the ATM and they said no, i have to do it when i drop off the car. Not impressed. Don't go here or any Hertz, go to Europcar. They at least know how to look after their customers.

Poor Service. They couldn't find our customer's booking number at the first place. Then 20 mins later they said they found it, but they couldn't find the credit card acknowledge form this time. I got a confirmation from their Head Office saying the form was sent off to them 5 days ago! Paperwork lost again! After we resent them the form, they said because we filled up the form on the computer, they couldn't print it out properly. Our fault? Then they asked for my driver licence even I was not the driver of the hire car. I was also not told to provide my driver licence when I sent the credit form to the Head Office a week ago as it looked all good to them. Very poor communication between Head Office and the Castle Hill Branch. Took us an hour to pick up the vehicle for our customer. Not recommended!

Abhorred by the "I don't care" attitude by the Hertz staff here. In the website I selected a car and once I went through the lot, got the final price. I made sure I had enough in my credit card to cover that. When I got there, they swopped the card and told me that it had been declined. I said it was impossible as I made sure it had enough to cover for the rental. Then he said to me that there is a deposit that is not shown on the website. This deposit added to the website cost was more than it was on the card. I said to the guy that I was not informed of any additional charges. He said."Well, there is, and you have been declined. Next!" What!!!! Just like that? Never ever will I do business with ANY HERTZ due to this franchise attitude. It suxs!

It was difficult for customer service to provide me a vehicle which I want to take despite in the stock. Reason for this was, medium SUV (RAV4, Nissan X-trail, CX-5 etc) approved by my insurance as my car (Range Rover) went for damage repair. When I asked on reception for RAV4, he said the car is not ready and I said I am ready to wait for one hour if that can be made available for me. He only offered CX-5 or Koleos, not even X-trail (at least 3 standing outside). I want to know why Hertz thinks that if insurance is providing a vehicle of class, why I can’t choose what I want even it’s same class? If I book myself, I can choose what I want. Insurance is providing me facility because I have paid them, it’s not free.

This Hertz rental service is ridiculous so many hidden fees and the service is so bad. They tried to charge you more by saying the fuel was not filled to pass the “F” mark, what the hell? I filled the full tank at Seven Eleven close by until the machine stopped what more you expected me to do?? Maybe you should open a petrol station on your own spot for customers to fill in to check??? And yeah I received a toll invoice today which I used $17 for tolls but then you charged $35 for admin fee What a joke…I should report to NRMA that they should never associate with Hertz again. Such a bad rental company. Both Hertz Castle Hills and Dubbo were such a terrible places!!!

Hertz Castle Hill doesn't know what their opening hours are. I returned my rental car at 12.10 on Saturday 20th May, only to find they closed at 12 noon on Saturday. I had rung the Castle Hill office earlier on Saturday morning and was told the car was supposed to be back by 9.30am, but it was OK and I may be charged for another day at about $43. I was also advised that I could probably get a refund from my insurance company if I pushed it . At ;no stage was I told Hertz closes at 12 noon on Saturdays. Even the website I am on now states the Hertz office at Castle Hills is open till 5.30 on Saturdays. Please explain

I was here yesterday and asking for a car because my car couldn’t be finished at Nissan Castel Hill, very bad for a dealership which doesn’t have a rental car , they should have a replacement car!!, so hertz told me they have no car because I don’t have a reservation!, so I was at Avis, the same answer, was going back to Nissan and asking them for help, they called Hertz again and talked to the staff, than I get a car from hertz but to a outrageous price, a car which is normally not even $50 dollars per day for $149 dollars!!, this is like a worst than anything!!!, shame on you Hertz car rental.

The Indian lady at reception is extremely rude and unhelpful. She doesn’t listen, she just waits to respond and very loudly. I inquired about my holding deposit and why it has gone from my account. She said it’s not gone but my bank statement clearly says I’ve paid $200 extra, which was my deposit. I asked her if I’ll get it back and she said “No!” It’s just a holding deposit. It’s gone from my account! She said that it will show the true balance in a couple of days. Therefore, I will get it back? Communicate or pass the phone on to someone who can!!! Horrible experience!!!

Staff member that looked like the Fat Controller was rude and impolite AF!!! Who actually knows the pin number on their credit card??? I sure don't, but you literally have to know your pin number on your credit card to hire a car from them! Don't know your pin number on your credit card??? NO CAR FOR YOU! NEXT!!! They can't swipe or take an imprint on your card and pay the deposit by EFTPOS... Oh no... they can't do that... that would be far too easy!!! Save yourself the time and aggravation and use another company... Writing this review is actually therapeutic! :)

Went through as part of my claim with Youi Insurance. I was told I would receive a Toyota Yaris as my hire car, upon arrival I was told this was not available and was being pushed by staff to take a mini SUV or sedan which I was not comfortable with. After declining all options, they finally offered a small car but I had to wait a further 40 minutes for it to be cleaned. Staff were more friendly upon returning the car and no issues from there. I will not be dealing with Hertz in the future if this is their standard of service.

I hired the car through insurance company. My repair was not completed but then these guys refused to extend my hire over the phone even so I was offering to pay. Spent a lot of time calling insurance company again and back to these guys. Also you get charged hefty fee if you want to use their toll. I never had to pay additional fee to use toll with any other car hire company. Toll should be paid by us but why should we pay additional charges just for their administration - when using the etoll?? Never again to this place..

I rented a car from hertz castle hill location I was very disappointed they gave me a damaged car with damaged tyres which nearly got me killed and when I explained to them that the cars are not serviced before passing it on to the next customer the lady at the reception started being rude and not taking responsibility. They rip people off, extremely bad customer service I would never recommend hertz to anyone and never will I rent from them again. In fact you guys don't even deserve 1 star.

I have just tried to return my vehicle and stopped by the petrol station on my way. I filled it til it clicked at the petrol bowser and have just been told because the needle is not PAST the F line, I will be charged $40 or I need to go and fill it up more. This is absolutely ridiculous. The smirk from the person serving me made it even worse. Please tell me how I am meant to fill it and drive to the place to return it whilst using no petrol. Absolutely ridiculous. It’s ON the F line.

Don't forget your physical cards and ID as this people doesn't accept Digital ID/Driving licence. Welcome in the rock age. Another story - be ware of Thief in this store: I have forgot in the car garage door remote control whit red ribbon. Next day in morning i have call to reception if they can look for it. They found it,but when I came to pick it up the remote control was with out red ribbon. Be ware of this shop as employees love take stuff which is not those!!!!

Great customer service! I hired a small car for 3 days, for some reason a small car wasn't returned on time so they upgraded my car at not extra cost! They gave me a call the next day to let me know there was a small car available if I wish to swap. Then I had to ask for an extension for the return of the car, and that was no problems at all too! All done for me over the phone and so quick and easy! Very happy with the service and the friendly staff! Thank you.

The idea behind 1 star was, I came to the site without any booking only were told that the earliest car available was at 3pm. Straight answer without considering anything else. I could have flashed my president's circle card and perhaps a car suddenly available? (I can book a car easily that morning from the website - definitely available before 3 pm but hey why not try the customer service and see if I could speak with real person) - was given a straight No.

I was really impressed by their efficiency, and I also really liked the professional empathy. Even some technical issues with NBN that day didn't slow them down; they simply found other ways to do things. I had been booked in for a certain car but, when the operator helping me asked me what my car was that was being repaired, he suggested a different car that would suit my needs better. Next level service. I was in and out in no time.

Hertz had one of the best prices when I compared them with others, had pickup in one state and drop off in another, and the car was amazing. We had a Volkswagen Passat full station wagon to move my aged parents interstate. It was comfortable to drive and with the technology built in it literally nearly drove itself. The staff at the pickup and the dropoff were helpful and friendly. I'll be using Hertz again.

The woman on reception was smug and rude. I want to name and shame her but I will not. I was sent to Hertz Castle Hill through my insurer. After one week, I was sent a rude message saying "return the car immediately". The length of rental was up to the insurer. I will not return to the Castle Hill branch again. The manager should read the reviews and get ride of the morning receptionist.

This review is about waiting times. I arrived this morning at 9.40 to pick up car as arranged. The very small reception area had a queue spiralling around the room .. other customers explained this. It's now 10.20 and there are still 4 people in front of me waiting. Hope the service is better than my experience so far. UPDATE:: I have been waiting for 1 hour now. Next in line. Crazy.

Service was awesome.. From pickup collection date to Drop off the service was awesome. Great selection and rates was a lot more cheap compared to most in the area. Great company to deal with, they have fast service and get work done. Never been through an easy stress free process like what I have just experienced. Will be using this agent more often. Hope the standard doesn't change.

amazing staff, super friendly as this was our first time dealing with hertz through a third party ryde mazda service center (my mazda is currently with them waiting for parts to arrive from japan eta march to april, hence the hertz rental car), they went through everything with us in details and left with a happy smile and an amazing vehicle for a whole month to drive

Car was good , but the staff are a bit rude . And beware they are closed sundays and public holidays which means they will charge you the days they are closed and can’t drop car back . They send rude messages via text demanding return of car and threat of extra charges even tho you have dropped the car off . To be honest I would avoid this place for car rental

Not bad. the booking system was a little bit tricky but I got help online. The guy online although cold in voice, he was willing to help and to get the transaction done. The car was in good condition and it did not cause me any problem. The return of the holding fee was also quicker than I thought. Overall I was happy about the service prodived to me

Front desk guys need to stick to vacuuming the cars or mechanic work as they ess you see kay at customer service. Suggest hiring more women to be the face of your business. I used this company through the other vehicle’s insurance company so not my choice and wouldn’t hire from them in the future based on my experience (both pick up and drop off).

Seemed very understaffed. Felt like i was being processed on a conveyer belt, very impersonal. The car i got smelled like cigarette smoke. When my insurance company asked them for a carswap they said no other cars available for 48 hours. Other than that the vehicle was newish and run well. Waited 1 hour plus to be served due to not enough staff.

Was needing a 7 seater SUV on short notice, all other companies had no available stock, Hertz had a car available. Car was mechanically sound, clean and the whole process was smooth from picking the car to dropping it back. Prices are not the cheapest but also not the most expensive. The reps were polite too. Would go here again if needed.

Very rude customer service. They gave me a car with a faulty fuel indicator (indicator is not consistent) and said its ok you can return the same way (Fuel indicator was one quarter less). when I return it (it was one eighth less), I was forced to fill the full tank. I never consider or recommend to someone Castle Hill Hertz

Did not face a problem with the car or the service which were good. However a few days later received a charge of $35 on my credit card for unpaid “toll” even though I had registered with Linkt for a tagless account. After a couple of emails it was resolved, but disappointed it appeared in the first place.

Awesome, called around to different rental agencies for a last minute rental vehicle and Hertz were by far the best, Avis wanted to charge an extra $300 on top of rental fee for one way, why would you do that? Clean well Maintained cars and excellent service at Castle Hill. Highly recommended.

The staff here are lovely and do their best to serve you with the antiquated systems - old cars (no bluetooth), paper based processes and no contactless payment. Everything is manual including the payment system. Come on Hertz, it's 2019, you can do better than this.

This is hidden behind quest hotel castle hill. They used to do good bargains but these days they are more or less fixed rate which is a let down. Otherwise the staff are supportive and overall it was a pleasure ful experience everytime i rented a car from here.

Trying to call them for last 1 hour. No one is picking up. Drops every time. Must say, overall experience of desk team at Hertz castle Hill is just wonderful. They go over and above to give best possible customer experience. Thanks

A nice experience. Friendly and attentive staff trying their best to make the process quick and easy. Don’t forget to have your physical credit/debit card and ID as they don’t accept digital versions. Highly recommended!!!

Customer service at the front desk is terrible. Spent hours trying to call and no answer then arrive and given attitude. While there they watched as they let the phone go unanswered and complain how busy they are.

Visited Hertz for a quote and was greeted by very professional and mature staff. Pricing was very reasonable as well. Thank you Alex for your generous service. I will definitely be coming back in the near future!

Rubbish rental car company, rude customer service, especially the fat guys with yellow hair in front desk, very bad and rude attitude everyone just go away from this shop change to other rental company!

Please tell me why the security deposit doubles if you pay by cash or debit card instead of credit card only! Maybd the ACCC can answer that! Deserve no star rating but this facility requires a star!

It is the worst worst service I got from a hire car. Staff is very rude. Seems too busy to answer a question and they dont care about the customer. Very bad customer service ever I had in Australia.

SHOULD BE ZERO STARS, absolutely terrible experience. Incompetence is all I can say. Car smelt of vomit. Car was scratched up. Car was wet so we couldn't see the marks and scuff on the bumper.

My experience with Hertz it was absolutely fantastic especially the customer service at Castle Hill everytime was 100%,thank you for letting me feel stress free. Keep the good work …

Pick up and drop of was friendly, fast and fuss free. The price was competitive and the vehicle provided was sufficient. I have hired cars from here numerous times and will continue to do so

It’s 2020 and apparently Hertz doesn’t allow people to pay security deposit using smartphones/ watch. People need to have physical debt/ credit card to be able to pay for the deposit.

Great car rental business my car insurer uses when mine is being repaired. Their cars are always clean and ready to go as soon as I get there. Fast and friendly staff.

Wanted to hire a car, they told me to call up customer service to do it. They couldn't arrange one there for me, had to go outside book and come back to do paperwork.

Rented an 8 seater Kia Carnival for 2 days. Friendly customer service, quick and easy processes. Maybe we were lucky, we got a new car with less than 5000km mileage.

Have hired from here on multiple occasions. Very helpful staff and the vehicles are pretty new ones in good condition. CBA employees get corporate discounts.

Friendly and very helpful staff who went above and beyond on a recent issue when returning a car that was organised through an insurance claim.

Shane is very professional. He delivered a extremely helpful service on me and save me from big trouble. Highly recommended.

Great customer service from Alex ! He had to deal with some horribly rude customers but was very patient and polite ! 10/10

Always top experience. Lucky they survived from the hard time. Never had any dispute with Hertz in about 20 years.

Its the only company in Australia that can not provide you a receipt. Not transparent, not fair. Such a shame!!!

Customer service name Alex is so rude, He talks so friendly to Australian customers but very bad to us.

Great service and very helpful staff. The process of hire, pickup and drop is hassle free.

Very fast, efficient staff and paperless process to check out and return were great!

This place has always been so helpful for us friendly staff very clean cars

No issues, rent a suv, on time and clean, no late or early return.

Very professional, did quick job and a car was nice and clean.

Fantastic service very friendly and super helpful. First class

Good bunch of lads here, gave us an up grade at no extra.

Rude guy working behind counter. Twice now, won't be back

Swift friendly service. Excellently maintained cars.

Easy pickup and return process at affordable prices

Horrible customer service, very rude staff.

Checking in is such a slow process

Friendly and helpfull Staff