Hertz Car Rental - Madison - Dane County Regional Airport (MSN)

Rude. Always seems to be an issue here when picking up a car. Issues that could have been avoided if the app communicated better. Issues that never seem to be a problem at other Hertz locations. Arriving on time to pick up my car... "your car will be ready in 15-20 mins". Seems they don't understand the premise of a reservation. There's always an air of "urgh a customer, go away" rather than a friendly solution focused approach. All this is echoed in other reviews and also what I've heard from colleagues. Will avoid in future if possible.

I was very anxious about my visit due to the negative reviews. Thankfully I did not experience anything bad during my most recent visit. I promptly exited the plane and booked it down to the hertz desk. I was the first person, so there was no wait. I was quickly greeted and was provided my rental with thorough instructions as to where to find the vehicle. Took less than 5 minutes from start to finish. The agent was friendly and efficient.

Hello, I am writing to share my disappointment with the service I received during my recent rental with Hertz. - Excessive Wait Time: Upon arrival, we waited 30 minutes for our vehicle. - Reserved Car Not Available: After that long wait, we were informed that the car we had reserved was not available. We were then offered a vehicle from a different category. Because we were on a tight schedule and risked missing our son’s tournament game, we had no choice but to accept a lower‑category vehicle. - No Refund for Downgrade: Despite being placed in a lower category than what we paid for, we were told that no refund or rate adjustment would be issued. - Vehicle Condition: When we finally reached the car, it was filthy inside and had a strong marijuana odor, which is completely unacceptable for

I simply cannot believe that they would rent out such a filthy vehicle! We could barely see through the windows until we ran it through a car wash. Why in the world should I have to pay for a rental car and then also have to pay to clean THEIR vehicle?!?!? Edit: oh my gosh... I followed the link you suggested in your "Response" and landed on your universal AUTOMATED help page! What a waste of my time!

I arrived to pick up my vehicle on Saturday, January 31, 2026, and was the third customer in line. After a short wait, I was greeted by Shaketha. I prepaid for my reservation several weeks before, and my circumstances changed drastically since making my reservation. Shaketha noticed my needs (had surgery and was in an arm sling), and was able to accommodate changing my vehicle to one that allowed me to enter and exit more safely. She informed me that changing my vehicle would take a bit longer, and after less than thirty (30) minutes, I was on my way.