This was my 1st time renting from the Hertz location on Cassat Ave. The lobby is rather small with 4 seats. For at least 30 minutes there was only one person available to assist 8 customers and a busy phone line. Many people were not guaranteed a vehicle if rented less than 24hrs in advance. The website should definitely reflect this and not leave it to employees to relay the news. It's also an inconvenience to customers to show up with a valid reservation and be informed they dont have a vehicle due to last minute booking..however the online platform allows people to book a reservation. Definitely need a larger location and more employees during peak times 9am-11am and 4-5pm. Vehicles need to be replaced as the 1st vehicle had 2 heavily dented areas as if it had been in a crash. The seats were light gray and heavily stained and looked so dirty I didn't want to sit in the car. The maintenance light was on and only a quarter tank of gas..enough to make it to the gas. Second vehicle was better but still had some minor dings. Again a quarter tank of gas ⛽️. The car rode really rough under 60mph but at 70mph it seemed to level out. Not sure if I'd recommend yet, will attempt another try to see if service and vehicle quality is up to par as previous visit was subpar.

My husband reserved a car for pick up at noon on Friday 4/21. We received a call the morning of the pickup informing us that they did not have cars but we’re expecting arrivals at 2pm. My husband and I agreed to the later pick up. We arrived to the Cassat Ave location (which by the way is a different address than what’s shown online as well as what stated on the customer service call line). When we arrived after 2p (approximately 2:15p) there were a few people in the waiting area. The rep at the counter informed me that they were still waiting for cars to arrive and informed me that the people in the lobby were waiting as well. He wasn’t apologetic but did inform me we would be notified when cars arrive. He said he didn’t know when cars would arrive. This is beyond poor customer service. No apologies given, no offer to check other locations. I was told the only thing available were vans. We immediately went down the street to Enterprise where we were greeted with great customer service and they had cars available. I’m sitting in Enterprise waiting for my husband to finish the paperwork as I write this review. This is not a great start to celebrate our one year wedding anniversary but thanks to Enterprise the issue has been resolved.

I rented a car for April 21 when I arrive to the office to pick up the car they stated that they have no cars available and that I had to wait until a pick up truck come to drop off more vehicles at 12 PM. My rental time was for 9am and I was there at 10 o’clock. I spoke to the general manager Zack and he tried very hard to fight to get me a vehicle. As we were talking someone dropped off a vehicle. This vehicle was an upgrade from the original vehicle that I rented. He immediately had his people clean the vehicle for me to take. The Experience it was a little overwhelming and a bit frustrating being in the office with my children waiting for a vehicle. Zack was very professional and provide me with the upgraded Beagle and allowed me to keep the vehicle another day. I was very happy with how everything turned out. The pic I provided is of the rental car and I absolutely love this suv because it was a real mom car with all the safety features it had.

Had reservations for 4:30 p.m. I phoned this location three times to see if I could pick up earlier due to my work schedule. I was told twice that she would phone me back due she was swamped with customers. I went to this location anyway I arrived at this location at 2:45p.m. it is 3:35 and I still do not have a car. The gentleman is trying to explain to me that It is because I am early. Now I am again late for work due to this location. The gentleman tells me that they have no cars that I have to wait 15 minutes which has passed. Cars should be here! What is the purpose of the reservations!I will try my hardest not to come back here. The staff at Wolf Bay are much better than this location. Wolf Bay phones me to ensure that my reservations are ready. I just have to show up. The most I have ever had to wait was 5 minutes or less. If you can stay away unless you have time to waste. I am not happy.

I reserved a car here, and went to pick it up. The place chaotic when I got there. The vehicle class I reserved was not available. (Midsize pickup) that’s fine. I understand that things happen that are out of the control of the rental company. I said a downgrade would be fine, but they had no inventory for a downgrade. Then, when it looked like all hope was lost, they found me a truck. We began the checkout process. I gave credit card and ID and insurance info, etc. then they told me the price and it was more than $85 higher than my quoted price. They only had an upgraded truck. They wouldn’t honor my quoted price. So I ended up leaving without a car. The place was the most disorganized car rental I have ever been to. It took me 39 minutes from arrival to departure and I have nothing to show for it except to Uber charges.

The gentleman that works there is very professional and great to work with. The woman behind the desk is just rude. Completely ignores people coming in to return a rental, not even a 'just a moment' acknowledgement. Update, I reserved another car at this location, and received a confirmation email of my reservation. I call them 15 minutes before my scheduled pick-up time only to be told they do not have any cars available, however, they will in another 2 hours. I arrive at the new time and they still don't have any cars... I'm told I'm next on the list and will be called at the latest by the end of business that day... Two days later I haven't heard anything from them.

We go here whenever our car is getting serviced at ford, and they allow us a rental. Be fore warned, if you need to rent a car from here....reservation, no reservation, weather there is alot of people ahead of you or it isn't crowded...expect to be here for an absolute minimum of 30 minutes, more realistically 45 to a full hour. I've been here atleast 4 times now, and without fail the process to leave with the rental takes forever. ALWAYS. Today in particular there is a man here waiting for an interview for employment and guess what? Even HE has been sitting and waiting with the rest of us for close than an hour!

Horribly run location. I arrived 30 minutes late and my car had been given away, and told it was my fault for being late. Per their policy I had an hour. My options were wait for hours for another possible vehicle (no guarantee something would be available) or pay additional for a step in class. So I was lied to, wrung up, and in the almost 2 hours I was there only watched 1 other person get a vehicle out of the 10+ other customers also waiting. I watched 2 customers just give up and cancel their reservations all together.

Worst experience with a business in my life. After waiting in line, one of the ladies at the front desk told us flat out she will not have cars for us, even though we made reservations. Myself and 3 other people included wree left stranded with no ride home. They'll accept your reservation, just to tell you they dont have the car. Dont EVER go to this location. I work overnight and made a reservation online at 6pm. Apparently if you make a reservation online after hours, they just throw it in the trash. Garbage location.

Never again will I attempt to rent from Hertz. I would give zero stars if I could. Reserved my car online for one week due to my car being in the shop and when I arrived (via Uber)they said they did not have the car I reserved and tried to rent me an electric car. I do not have an electric car and I don’t have a way of charging the car. They said I could use one of the charging stations around town. Are you kidding me? They wouldn’t provide a ride to another location so I had to spend more money on Uber.

The lady (Shondrica) who was at the front desk was extremely rude to my husband and wasn't pleasant when I contacted her directly via phone. She does not need to work there. She makes it an awful experience for Hertz's customers when all we are trying to do is obtain a rental when our vehicle is in the shop. They don't accept chip cards, so I have my husband my card that swipes and they wouldn't accept it. I even sent him with my driver's license.

My daughter went on their website to rent a car. She selected a car that was available and entered her payment information but when she got to the store, they said no cars wear available. There were about ten people ahead of her and each customer seem to have and each person seemed to have an issue that they were unable resolve. It was a chaotic to say the least! Beware! If you can AVOID this store , DO IT!!!

I did not expect such high miles on my car rental but the Altima provided me great gas mileage over a long trip. It was during the holidays so I can't complain. The staff are very attentive & helpful. It may seem like they are not expedient but that is because they get bombarded by customers over the phone & trying to assist customers on-site as well.

My car with my family broke down a half hour away at 4 o'clock. By the time I got in touch with Shondrica, a manager, it was 430. Amazingly she waited until almost a hour later was an absolutely unbelievably accommodating and helpful in a very insane time. All the people in this location were just unbelievably helpful. Thank you all so much

Have had only great experiences at this location. And when there was a little issue, they accommodated me & made it right, right away. Because of the friendly &respectful attitudes, i will def be a returning customer. Especially to this specific location. (Also cars are always clean & drive great)

Ran into a issue where the truck I needed was not available; however Ms Bru assisted me w/ getting another truck w/ even better gas mileage. The communication and customer service I received was greatly appreciated. The manager Zack also made sure I was taken care of as well.

Good experience here! All the workers there were kind and very helpful. We did have to wait for 15 minutes or so for the attendant to help another guest. But after that it went fairly smoothly. It took about an hour start to finish and I had a reserved the car online.

Best service I have ever received at a car rental agency. The staff here were all professional and courteous! The pickup and return went smoothly and efficiently. The car was great. I will gladly use this Hertz location again. Keep up the great work there!

Horrible don't go to this one only one person working an they don't check you out they rent the car to other ppl under your name crazy never again I got tolls and a parking violation in Miami smh I never left Jacksonville now my license at stack

This place is horrible. Had a reservation for 1 o'clock and they had 10 people in here and no one was in any hurry to get people their cars. Smh.. I can say the girl that took care me was very nice, and she went well out of her way to help.

Worst experience I have ever had at a rental. No cars available and made a reservation. She never looked at me while she was talking. She just kept saying I don't have anything. No offers to look for one and no apologies. I called the 800#

Stay away from this office. They falsely add on additional coverages that you didn't request. I booked it online with NO coverages and when I returned the vehicle after getting the car 35 minutes late, they have added on the LDW at $24.99

My husband and I took a train into Jacksonville. We booked a rental online at what was listed as the train station, same address and Even listed as amtrack. When we arrived there was no hertz in sight. When I called the number on the

Car was not ready. I was not notified beforehand. Was told it would be ready at 12:30 to 1. Was never called back or followed up with. Ended up renting another car. Horrible customer service. Don't waste your time.

Due to an accident I had a rental car until my vehicle was repaired. I had it @ 3weeks and only issue was the AC with drak moisture coming from Ac and a dead battery.

Made a reservation online to pick up rental car at 1030 am. Vehicle was not ready at 1030 and had to make multiple calls at to check status

Shondrica took really good care of me today. Plus her helper was really nice . They have really good customer service.

Bru was amazing. We had a reservation for Avis at the Jax Airport and they overbooked so we were

IT’S NOT LOCATED AT 1165 CASSAT. I found it by accident at 1107 Cassat.

Non working chip machine and no ac . Terrible wait times