Hertz Car Rental - Hertz (LIHUE 02609-10)

Horrible experience, horrible company, horrible customer service. We reserved a standard car. Got a Malibu. After about 20 miles of driving, every alert light came on the dash. Check engine remained on. Dash read, "Engine Power is Reduced". We called Hertz and the phone rang for over 1 hour (yes an hour). We slowly drove back to Hertz to exchange the car. We made it back but customer service was horrendous!! They didn't care at all. No apology, no empathy and were actually argumentative! They offered another Malibu, no thanks (second mailbu we had with same issue but different rental)! They offered a "high mileage" Nissan Altima with over 40k miles. No other options. Not a huge deal about the milage but no apple car play or android auto. The lot was full of cars but this was our only off

Pros: friendly staff, easy pickup, car didn’t smell inside. Cons: Dirty interior (see pics), charged an exterior cleaning fee for my car, even though the clerk said I was good when I dropped it off and the vehicle wasn’t dirty. Also, the vehicle I picked up had several dents/marks - see pics.

I’d give 0 stars if I could, with a stern warning to stay away from this place. I’m a gold member and have rented from hundreds of Hertz locations in the US and abroad. I realize these are franchised so experiences vary, but this location is atrocious. For every review written here, there are likely many more people who had similar experiences but didn’t bother to write one. When I arrived and saw a line of about 50 people snaking out the office, I was relieved to see a gold member board because I assumed I could grab my keys and go. Unfortunate, my name wasn’t on it. I quickly realized there were several other gold members in the same situation, so everyone stood in line. Fine — we’re on vacation, so breathe and wait. When I finally reached the front, I was told my vehicle wasn’t ready.

The quality of the vehicles at this location is terrible. One car worst than the other. Some are damaged, others are leaking or filthy. Super long lines in the heat and only one person allowed inside at a time. It can easily take you 1-2 hours just to get to the counter. The staff is somewhat friendly and polite but the condition of the cars are BAD. Really bad. Being a gold member and having the highest status with Hertz, I expected vehicle options and maybe an upgrade for our trip but instead we ended up downgrading our vehicle choice and getting a lower tier because it was in a little better condition. Very inconvenient and disappointing. Be aware!

Horrible rude return experience on this shuttle with this driver. Just awful. I was waiting for my husband to board the shuttle to help me lift my bag when a couple cut in front of him. The driver would not let my husband board saying there was no more room. In fact, there was still luggage space and plenty of seating room. The driver shoved my suitcase out of the way directly into my ankle. He then proceeded to rudely berate passengers for not thinking ahead and dropping off luggage and one passenger before returning the car. This is obviously logical but didnt cross our minds during our early morning return. Regardless, this man is a terrible representative for the rental company.