Hertz - Madison - Dane County Regional Airport (MSN) Avis 

You are seriously understaffed. I had to wait - as a gold member - for several people ahead of me when you only had 1 person working at a peak pick up time. The vehicle I booked for a week was not available. I was downgraded, and given a refund for the difference. Then when I got to the new vehicle, the change oil light was on. I walked back in and there were 20 people in line and this poor overworked guy told me I didn’t need to worry, hertz changed the oil and just ‘forgot’ to reset the button. Mind you, this was for a 1 week rental and I drove north of Green Bay. Really disappointed.

The actual car was fine. The counter was understaffed at arrival. The counter was understaffed at departure. They asked me to drop the keys which I did. I was charged an extra hour despite the fact that I can prove I was on the airplane already at that time. I am having trouble getting any help with this, and despite the fact that one live “agent“ offered a refund I have yet to see it post. I’m incredibly disappointed with customer service.

Car was fine as was service. However, there were no empty Hertz parking spaces at the MSN airport to park in! Eventually someone instructed me to circle the airport and park in paid parking. This was inconvenient.

I have been a gold member a very long time, have always checked Hertz as an option for me.
The car was not cleaned, it had garbage inside of it, food, crumbs, coffee all over the console, it had a baby seat in the back that we could not remove and we left it and lastley it had a half a tank of gas. I had to be in a specific location under a timeline otherwise I would have gone back in to get a different car. Regardless, if it wasn't me it would have been someone else. Disappointing.

The car I reserved was not there. They upgraded me for free to a mini van, which worked out better for us

This is the second survey we have completed for Hertz. We completed the first, from Hertz, with very low scores and heard nothing back. The experience at Madison Dade was not good. We booked with Hertz requesting contactless pick up and upon arrival the desk agent at Hertz informed us this service is not offered here. He then went on to inform us that the car we had reserved was not available. He then said we went from a small/mid size SUV to a sedan. He informed us that this was comparable and we would receive a credit back for the difference. When we walked to the car, we found it was instead a small hatchback, a Mazda M3. We had been traveling since 4:30 am and by this point, we just took the car offered. It smelled as if it had been cleaned with a dirty rag and the windshield looked as if the same rag was used. Terrible. Not exactly the car for two 60 year olds. When we returned the car, the lot was full of returns. We will assume they cannot keep up with returns. With this reservation we had fair service, a rental with the smell of dirty boy's locker room, smeared windshield, and a very small car. Overall, we have no idea what we are actually getting out of our GOLD member status. And we are now anxious about our upcoming rental through Hertz in Denver in September. We haven't had these issues previously, and hope that this situation was just one terrible experience.

Extremely easy pick up and return. Nice clean car. Friendly staff.

Hertz at Madison Airport closes at 7 PM. My Delta flight arrived at 11 PM. I called multiple times before my flight but no one would answer the phone. I was left stranded at the airport at 11 PM with no car.