Hertz Car Rental - Boston - Boston Logan International Airport (BOS)

I travel to Boston once a month and spent thousands of dollars with Hertz throughout 2025. About 90% of those rentals were poor, but this trip was the final straw. Despite booking in advance and having President’s Circle status, I didn’t receive the car I reserved (as usual). Other than driving from the airport to my location, I didn't use the car because it snowed the day after. A few days later, while getting ready to drive into the city for dinner, I started the car and received a critical low tire pressure alert. I later learned there was a nail in the tire. I declined Hertz $120 for a fix and called AAA instead. AAA replaced the tire with a spare, left, and I drove the car 40 minutes back to the city as I was told on the phone from CS that it was not safe to drive. I arrived around 11:00 p.m. What should have been a five-minute return turned into nearly an hour. During the inspection, I was told I would be charged not only for the spare tire, but for all four tires because I was supposedly required to have them rotated something no one ever disclosed when I called. Needing to drop my friend off, I reluctantly accepted a replacement vehicle, which was dirty and a downgrade. After reviewing the receipt and seeing the charges especially the tire fee for "damage" that likely existed before my rental I returned to the airport to address it. At the counter, of course no one could explain the charges or reach a manager. When someone from vehicle ops finally came over around 12:30 a.m., they were dismissive and rude when I explained that the tire policy had never been communicated and that I wanted a refund. ($300 per tire btw 😊) While I understand they may not have had the authority to issue one, there was no excuse for the attitude. I asked for the car I actually paid for (something that can handle the weather at the time). I was met with eye-rolling, told to wait, and eventually gave up around 2:00 a.m. Just as I was leaving, I was met with a new car the exit and asked, “Are we going to have any more problems?” I said no, moved my belongings myself, and left. This was my last time renting with Hertz. Hertz Status means nothing here. I hope Delta expands mileage partnerships with other rental companies, because Hertz is not it. Avoid this location at all costs.

Hertz Gold is a joke ar Boston Logan. You reserve and pay for a car, have the privilege of going directly to car area to pick a car, only to discover the only cars in your area are NOT the same size or class of car you paid for and reserved. To make matters worse, no agents in the car area. So do you take a car that is smaller or drag all your bags bag to the counter rep and wait in line. Took smaller car, which created extra expenses later on in trip. Contacted customer service on Chat and their only suggestion was drive 1.5 hours back to the airport with tolls to go to counter. NO compensation offered. Horrible customer for a premium rental company.

Lots of cars to chose from and staff was very helpful in setting up the apple play on the car. Easy in and out since I am a Hertz Gold member. The car was very clean and easy to drive.

My recent experience at the Hertz location at Boston Logan International Airport (BOS) was exceptionally poor and culminated in unwarranted, unexpected charges that have been impossible to resolve. Renters considering this location should proceed with extreme caution. Deficient Vehicle Selection The rental process began poorly with a severely limited car selection. For a major international airport location, the choice of available vehicles was disappointing and did not meet the standard one expects from a leading rental agency. The Problem of Unexpected Charges While initial dissatisfaction centered on the vehicle, the primary issue arose with the billing. I was hit with several unexpected and unexplained charges on the final bill. However, one specific charge stands out as completely unacceptable: a charge for a lost key. The Unjustified "Lost Key" Fee Hertz attempted to charge me a significant fee for a "lost" vehicle key. This charge is demonstrably false. The key was explicitly left on the vehicle’s dashboard upon return. The inability of the staff to locate a key left in plain sight should not translate into a financial penalty for the customer. This incident suggests a severe failure in the return process and inventory management at the BOS location. Total Failure of Customer Support The most frustrating element of this ordeal is the complete lack of accountability and access to resolution. Since receiving the incorrect charge, I have been unable to speak to a human representative capable of addressing and rectifying the key issue or the other unexpected charges. The automated systems and general customer service channels provide no viable pathway to dispute errors, forcing customers into an impossible situation where they are forced to pay questionable fees. Summary The combination of subpar vehicle selection, inexplicable billing practices, and a non-existent customer service channel makes renting from Hertz at Boston Logan an extremely high-risk proposition. The attempt to charge me for an item that was demonstrably returned is unprofessional and borders on fraudulent. I strongly recommend other travelers choose an alternative rental provider.

The process of picking up a reserved car took over 2 hours. There was a long line of people waiting for cars. After getting a car there was a long slow line to check out of the building. Won't ever use Hertz at Logan again.

As always, Hertz customer service is far beyond any other rental company. Special thanks to Customer Service Reps Bobby and Hassan in returns at Logan Airport. Without asking, they stepped right up to assist with my wife’s mobility challenges. Much appreciated!

Despite online check-in, my vehicle was not ready when I arrived. Through the app, I was offered to pay between $30-47 more per day for a higher class model. This was not an option, so I stood in line at the counter for 45 minutes. Right before seeing an agent my car became available. I lost an hour of my time. This was not the convenient experience marketed to me and felt like an opportunistic money grab.

Wonderful experience overall. I reserved the managers special and got a Tesla! I was so excited, having never driven one . It didn't take long to figure it out, Hertz even has a tutorial on their website. If you go to a supercharger, it doesn't take long to charge up. The reservation desk was helpful as our flight was delayed, so i called the local desk. I also made changes and added an extra day which brought my rental fee down. Easy check-in as a Gold member. My name was on the board and I was instructed to go straight to the cars to pick one. Their location, while off-site, is nearby and shuttles run frequently. We waited no more than 5 minutes for one. Drop off is so easy. Drive up area signage is easy, and you just leave the keys in the car. There is an attendant there if you have questions. This was by far the best rental car experience I've had.

UPDATE 7/14: HERTZ HAS BEEN REFUSING MY REFUND/STOPPED RESPONDING. DO NOT BOOK HERE THEY HAVE DECEPTIVE BUSINESS PRACTICES AND CHERYL WILL LIE FOR COMMISSION. Definitely just got scammed. I had a red eye from Vegas for a wedding today, 2 hours away in NH. Booked a mid-size vehicle. Was told my vehicle would be a Kia Soul and they only had Kia souls which is weird for a “mid-size” so red hair lady “upgraded” me to “presidents circle, pick any car, don’t go to the box just walk to the lot” for $22. I go to do that and get accosted by a black hair lady that acted like I was too young (I’m 31) to rent a vehicle then upon examining my receipt said “she upgraded you to an SUV NOT presidents circle pick any”, so go back up to red hair lady and she calls her Manager Alex I believe and has him give me a assigned car spot because “I’m so upset at the counter” (she didn’t do a good job at whispering that to him) I go back down and am once again accosted by black hair lady, I tell her I have an assigned car now and she tried to tell me there were no assigned cars in spots and OH LOOK we found the black Altima I was assigned, right in front of me. I’m already an hour late for leaving for my friend’s wedding so I just get in and go. I then begin to notice the breaks don’t work well, there’s a notice the front accident sensor doesn’t work, how the car was not cleaned and there’s an X in window marker on it. I stop at a gas station to examine the rest of the car, all of the hubcaps are scratched up, there’s scratches all over the bumpers and the car was not washed from the previous rider. SOME UPGRADE. Tried to call Hertz to file a complaint and can’t even do that over the phone! I was going to look for just the $22 refunded but now I’ll be emailing customer relations and billing for a FULL refund. DONT RENT FROM HERE SAVE YOURSELF THE HEADACHE. They’ll be getting an earful from me when I return the car on Tuesday.

Disappointing rental experience with Boston Airport Hertz. Very slow to get car and when we did, it had 1/8 tank of fuel. I called to discuss the situation, I was told just bring it back with how much it had on check out. I returned it with over half a tank but they still charged me a fuel tank, after bringing it back with more fuel than I left with. Plan on lengthy time to leave garage. And, consider another option.