Hertz - Buffalo - Buffalo Niagara International Airport (BUF) Reviews 

No ability to contact the local counter. Desk was closed despite assurances that they will remain open if flight delayed. Was charged for a rental that I never picked up and had to spend hours on hold with customer service to arrange for a correction.

Waited 3 hours to pick up a car even though I am President's Circle and had reserved in advance

The pickup counter was a REALLY long wait. There was no gold line and there was only one person at the desk. The customers at the head of the line took at least 25 minutes for their paperwork, and the person at the desk didn't seem to care at all. He was moving at the speed of molasses and didn't apologize for the wait. It felt like he was waiting for things in the system to align, and he probably could have helped the next people while those people were waiting. There was another group that looked like they had already done their paperwork but were still waiting for a car. The gentleman ahead of me had taken a car but it was damaged and he had to wait in line AGAIN to exchange the vehicle. It just overall felt like an understaffed mess.

The vehicle was in good condition and it handled very well. The cost was more than I expected, but it proved worthwhile for the driving that I did.

My flight landed from Atlanta and I arrived to pick up my car on 9/8 @ 11;40. There was no one at the desk and there was no one downstairs at the booth. The avis lady said that they had left already. I walked back upstairs and took a cab to my hotel and returned the following morning. The guy at the desk did not want to hear my complaint.

Very smooth pickup and return!

No cars were ready. Had to wait almost 2 hours for a reservation that was made a month ago. Also the front desk was very disorganized.

Arrived in Buffalo. Great confusion at the desk. Only one attendant working and a HUGE line waiting. Sign said Gold Desk closed on the car level.

Went there anyway and found three people sitting at open windows doing nothing. One of them kindly printed my contract and gave me a set of keys. All three complaining about someone who knew about the confusion and disorder but was doing nothing.

First time we have ever encountered this situation at Buffalo. Usually immediate and courteous service as expected with Hertz. On this occasion, total lack of any management direction or apparent supervision.

Was charged 12.94 for fuel and service. The vehicle was returned full however there is no one there to verify. I have no way of proving it was picked up with a full tank other than trusting the gauge. I returned it and the gauge showed full. Vehicle was refueled within a mile of the airport. Ai customer support is impersonal and useless.

Unfairly charged me without confirming. Long lines.

Counter service was excellent car was clean but engine light was on for overdue oil change. Return process was simple. Overall good experience

Normally, I always choose Hertz because as a gold member, I could skip the line. Now, at the Buffalo NY airport location, it is not available. I will likely change rental companies in the future unless this is restored. Is there a reason it was removed?

Staff was great, car selection meets all my needs, I don't even mind that there is no president's circle where I can walk up and pick my own car. The only thing I really do wish would change is to make this a 24-hour location. I'm typically traveling from the West Coast when I come here, and I always have to fly out earlier than I want to because the afternoon flights won't get me into Buffalo until 1:30 am meaning I can't get a rental until 6 am. When traveling for work I try to maximize my time at home with the family, so it is not ideal to have to leave in an early morning flight the day before I need to be in Buffalo because the afternoon flight can't get me there before the car rental place closes.

Booked, paid and confirmed for a specific vehicle. However at the counter the guy said it’s not available and forced us to pay more for higher class vehicle. Sneaked in other extra charges which i had already declined during online booking. He was like having a “take it or move away” attitude. However I’m happy with am the other aspects.

I fly into Buffalo once every couple of weeks. The people are always great but when the Gold isnt open in the garage it puts alot of strain on the staff as the line can get long and there is usually only 2 customer service people on duty and they are servicing multiple company's. If Buffalo had a Gold board it'd reduce the line by eliminating those people who are regulars and only need keys and a car from those who actually need help. This would be a win for the staff as well as your best customers.

The people moving the rental cars in the lot were driving, like absolute maniacs, and almost hit me multiple times. Additionally the lack of upgrade was a negative if I have top status, I should be getting upgrades.

I have already raised a ticket and submit the online form and waiting for a response from Hertz team

The car itself was fine, except for two tires that were grossly overinflated (44 psi, when they should have been 33) and a big pine tar smudge on the window.

Gold booth open and efficient. Pleasant staff.