Hertz Rent A Car

Tip from me to you, Check your profile settings, I tell you this because coverage on the car will be what you defaulted on your account.
I for one have rented a few times from Hertz in a couple of years, not often but I think they are ok.
Well this past weekend I think they didn’t give a damn, they will automatically add coverage and not mention it to you because they base themselves on what your profile says.
There are two counters, the member counter is right next to their cars on the street level, if you don’t have a membership they will take you to the back, just kidding, they will tell you to see their counter on the 2^nd flood.
The attitude is Hey are you a gold member? Once I said yes their face changed, it’s free, not sure why being a member makes you a better customer.
Rented a vehicle for 4 days and 4 hours, well my bill came to 5 days regardless what time I was going to leave it. The car coverage was double of what the actual daily rental was, which was a kick in the twins to say the least.
Arturo assisted me and sad to say he acts as if your don’t understand basic knowledge such as how many days you get charged for, how about mentioning it before leaving the counter instead of making it sound it is the customer’s fault not knowing the policy which they hold from you.
I really doubt I will use them again with so many options.

What a terrible company. There will charge you for anything! I had called up to see if I can change my car drop off from lax to Bob Hope and they said it was fine. But when I got to Bob Hope I was charged an extra $ 70! Wouldn’t you tell your customers about this first?! Stay away from this worthless organization

Based on my recent rental as a Hertz President’s Circle member, I will say there are three reasons to not rent from Burbank Airport Hertz:
1) They scammed me by adding a $ 13.99 fuel charge to my bill even though I returned the car with a full tank from a gas station only a mile away from the airport.
2) The return staff person is indifferent, doesn’t help people in order of their returns and have a «could care less» attitude.
3) The walk from airport terminal is 5 – 7 minutes away and you have to go up and down a long bridge.
I will not rent from Hertz Burbank again, and will shift my business to a different car rental company.

I’ve always rented from Alamo at the Burbank Airport but because they were cheaper, I decided to rent from Hertz instead. The first thing that I noticed was that Alamo was busy but Hertz had NO ONE at the counter. When I approached the counter, the lady looked up my reservation and then off we went. She sounded like a robot who had the whole scripted spiel memorized. She kept trying to get me to upgrade the car even after I had insisted that I wasn’t interested and then kept probing on why I was visiting Burbank (i.e. «Are you here for business or pleasure?» and «Do you plan on driving much?»). How about it’s none of your damn business? The part of her speech that I didn’t like was when she tried to get me to pay for liability insurance and then tried to scare me into changing my mind when I refused coverage. I also didn’t like the fact that she kept emphasizing that it’s $ 9.99/gallon if I don’t fill the gas all the way and then $ 13.99 if I don’t fill the gas within a mile or two radius from the rental location. She said that I needed to show my gas receipt when I bring the car back but the guy who checked-​in my car didn’t care as long as the tank was full. The worst part, after hearing all these threats about filling the tank, was that the tank wasn’t even completely full. I found out AFTER I filled the gas that the needle went well beyond the «F.»
The lady asked if I wanted satellite radio or GPS in the car and I promptly declined. I picked up the car and found that the car had both satellite radio AND GPS available, which tells me that she tried to charge me for what was already in the car but failed. I ended up not using the GPS because I knew that this place was unprofessional enough to try to charge me if there was evidence that I used the GPS without paying for it … even though it was already hard mounted (i.e. bolted) onto the car.

First, we arrived at airport and Hertz employee didn’t even want to assist with directions to office. Second, Arturo at the Gold Desk was so busy cleaning desk he forgot customers were even there. After we politely asked for our reserved car, he explained it’s never guaranteed and they don’t have our car. Then we had to be rude and start calling corporate office, so all of a sudden he found 2 cars that we reserved. Seriously? You had to piss us off to that point to give us the car? They really need to learn how to speak to customers. Seemed liked he was doing us a favor by giving us the car we reserved. Management needs to consider who they place at the Gold Plus Customer Service Desk.

Horrible service. We reserved a 4×4 as Gold Plus Member and as soon as we arrived– they said they don’t have any. We asked if they could call LAX and he refused. They said it was first come first serve. After picking up the phone to put a complaint on how horrible their service is— all of sudden they found not one, but 2 four wheel drive. The employees were lazy and rude. If this is a Gold Star experience– I feel sorry for regular customers. Arturo lied and said they didn’t have it and of of sudden he just found 2 four wheel drive. Now I know why they have 2 stars. Think that’s even too much for this location. He had to walk the garage to determine if he had 4 wheel drive and if he just felt like giving it to us. Wow never using their service again! We always had excellent experience at all the locations here and abroad but Burbank Airport is horrible.

My review still stands. As a matter of fact my outlook on this company has even dropped further down the list of BS. Hertz decides to put up a response for me to private message them with rental reservation info. ALL TO MAKE THEMSELVES LOOK LIKE THEY CARE. It will be going on 2 weeks now that I have private messaged them and not a single peep from them. Why do you bother even posting something like that up and not get back to someone? Not even a «hey we got your private message.» From reading all the other horrible reviews I now believe every single one that said they had the worst experience. Thinking of renting a car? Hertz is the only one around? Turn around and run the other way.

They charged $ 49 dollars for a full tank of gas when I returned the car full. They claimed that it was ’ on my profile’ so refused to give me a refund.
Staff was very unhelpful.

Don’t do the prepay type to try and save a few dollars. If you have to cancel they will still charge you.

Had a good experience with hertz. I have a company account with them so I usually go to hertz for rentals. I got there at 10 pm and the front desk assisted me immediately. The process was pretty quick but the front desk was kind of confused about my reservation she was trying to sell me insurance but my company covered it. I wish she would of just looked at the reservation. Other than that she was nice and I was out quickly

I love this place!
I have used Hertz Rent A Car in Burbank several times in the last year and have been satisfied each and every time. From checking-​in at the front desk to returning the vehicle at the lot, I only dealt with polite and professional employees.
Chris, Joy, and Rick have all checked me in. They each did a great job explaining charges and offering me various upgrades. They were each kind, helpful, and fun in their own ways; a complete pleasure to do business with. I never felt pressured or feared into anything, but rather informed about all of the options.
Even the vehicle return was pleasant. Lillian would greet me with a professional smile and then walk around the vehicle to inspect. With her little computer in hand, she always appeared to be thorough and well-​informed about the vehicle and it’s condition. Although she inspects like a hawk, I never felt I was abusively charged.
Overall, Hertz as a rental service is great. They offer high quality vehicles at a competitive price. (Don’t forget to use your AAA discount).
I’m unsure if it’s the Hertz’s training or the Burbank location specifically, but they really do a great job addressing all concerns. Once I was even able to return a vehicle that I did not feel comfortable driving. (This issue was not cosmetic, but rather my comfort-​ability with the vehicle’s dimensions). With no additional charges or heavy handed questioning I drove off the lot with something that was similar to what I would normally drive.
Final thought…
I will gladly use Hertz Rent A Car in Burbank again.

I am really surprised at the low rating on Unilocal.I took the Metrolink to Burbank airport for the first time. Excellent experience, and the station is RIGHT across from the rental car location. I went inside to the Hertz desk and was the only customer at the time. Got GREAT service, the agent had to make some corrections to my reservations, but quick as wink I was directed to my car. Picked up a Nissan Sentra with 9000 miles. Very clean! I got a great rate to drive one way to Arizona as they need cars in AZ for the «season» right now. Had the car for 10 days and it was a great experience! Very happy with both the pickup, the car, and the return. Since I didn’t arrive into the rental car area from the airport I had a different experience. From the Metrolink it was fantastic! Oh, and leaving the garage was a breeze!

What a bad customer service!!!
We rented out the car from the valley branch and when we took the car to Vegas it was seriously not safe for us.
There is a problem with the wheels and the car was shaking.
When we got back we took the car to the valley branch to replace it and the guy told us to contact the customer service since they don’t have any other car to give us.
The CS told us to go to Burbank branch to get the replacement car and when we got to Burbank the manger said that he don’t have available car and we should go to LAX.
Seriously the lot is full with cars but it seems that he is just not interested to help us.
I’m waiting on the line to get customer support over 30 min!!!
I’m on my vacation and definitely not supposed to spend my day worried about this car!!!
I really don’t like writing bad reviews but when I feel I’m treated badly I will.
WORST CUSTOMER SERVICE EVER!!!

Waiting over an hour for our mid-​sized car. No compensation, no upgrade. Staff was friendly.
We booked this thru Hotwire and have never had a problem waiting before. Won’t book thru Hertz ever again due to too many bad reviews and our experience.
Glad we were not in too big of a hurry.

–PLEASE DO NOT SUPPORT THIS PLACE WITH YOUR BUSINESS.
I had the worst rental experience of my life. The manager here could have easily fixed a problem, but he refused and instead made poor excuse after poor excuse. I waited for hours during my vacation trying to get my issue resolved.
The Manager here is a stinky trash can!!!
On a one way rental with my family of 5 from Concord CA to San Diego (we flew back) our car had a slow tire leak that kept getting worse. After filling up the tire at night it would be almost completely flat in the morning.
I called the Hertz (800) number and they said I could exchange it again the Burbank Airport Hertz. I drove the car there Leaving the wife and kids at the hotel pool.
The Manager refused to exchange even though they had plenty of cars! He said that he couldn’t because we rented from another Hertz facility. LIE! It was well within the power of the manager here to make everything right by exchanging cars. He just wanted me to leave.
I asked him if he could see if they could fix the leak. He said he didn’t know if he could. I pointed out that there were guys all around that looked like Hertz mechanics. He reluctantly said he would try. While waiting for well over an hour I called the Hertz (800) number again and they said they could not make them exchange the car– it was completely up to the manager.
After waiting the hour+ he came back and said they could not fix the leak. Again he refused to exchange, saying that the car I rented had a lot more mileage on it then his cars. Frustrated beyond belief after all of this I asked him if they could exchange the tire. No. I asked him if it had a full size spare or one of those small ones. He said it was a small one. I asked him to please check. He reluctantly agreed again, and it was in fact a full size spare. ANOTHER hour + later they replaced the original tire with the spare.
THIS COULD HAVE BEEN EASILY AVOIDED! I am extremely disappointed!!! I wasted hours out of my vacation for a problem that could have been solved in 15 minutes. I wish I could remember his name. He dragged his feet, tried to get rid of me, and only helped after I came up with ideas on how the problem might be solved.
As it stands, I do not plan to use Hertz again, and will never rent from this location.
–PLEASE DO NOT SUPPORT THIS PLACE WITH YOUR BUSINESS.

Katrina at the Hertz Gold counter was the worst. I rented the car online & went to the Gold counter. She pulled up my rental using my confirmation # but even though I was a Gold member, apparently the reservation didn’t include my Gold number. She decided to make a «special exception» for me and take my reservation without sending me upstairs, despite the fact that I AM a Gold member. I told her not to make a special exception for me and that I don’t mind going upstairs and talking to the non-​Gold counter, just so I wouldn’t let her think that I either WANT or NEED her ‘special exception’ service.
That being said, she pulled up the rental & tried to up-​sell me on everything, all of which I refused. My rental online quoted me a price of $ 39.21 — she told me it would cost $ 44 and some change. I asked why it was about $ 5 more? She told me it was because the two-​day rental I selected online, was set to begin at 3:30pm, but that I was there at the counter at just prior to 3pm, and the drop-​off time was still 3:30pm two days later, and that the extra half-​hour would incur a $ 5 charge. I informed Katrina that when a customer is charged more than the cost of the reservation that it is incumbent on the rep to inform the customer of the charge. This ISN’T about haggling over $ 5, this is about NOT telling a customer they are being charged for something that can easily be fixed.
In other words, if I’m getting charged an extra $ 5 because I’m at the rental counter at almost 3pm, and on the internet when I rented the car, I had selected 3:30pm as the dropoff time, then that is something that the representative at the counter can EASILY fix. The pickup and dropoff time I selected, were APPROXIMATIONS, as I explained to her. I told her that now that I am here at almost 3pm, you should have noticed that discrepancy, and ASKED me if I wanted to change the drop-​off time to 3pm, so as not to get charged the additional late fee of $ 5.
According to Katrina, it’s NOT her obligation to inform on additional costs. That’s something customers have to keep track of themselves. She told me this, not in a nice voice, but in a pissed off voice, like a mother, scolding her child.
Katrina told me that she couldn’t change the drop off time that I had originally selected online. Once the drop off time was selected, it couldn’t be changed. Which was weird to me, since she changed the pick-​up time to just prior to 3pm. How can you change the pick up time, but not the drop off time at the counter, even if you’ve already made the reservation? No logical response was given.
When I threatened to call the office to see if that was true, she quickly changed her story. She pretended to call to the upstairs Hertz office on the 2^nd floor next to all the other rental car offices & asked if that was something they could do on their systems. The fake person on the other end of the phone apparently instructed Katrina how to do this, & then she then changed the drop off time to be consistent with the pick up time, so I wouldn’t be charged an additional fee.
How nice!
The worst part about Katrina is that every time I told her that she should have informed me of additional charges, she had a smart retort to my statement. After a while, I asked her whether she was the type of person who always had to have the ‘last word’. Whether she couldn’t just let the customer make the last statement, without having to have a reply every time. She said ‘yes, I like to have the last word, because I like to explain myself’.
Now that is a problem in the retail field!
Sometimes you just have to cut your losses and let the customer be right and have the last word.
At a certain point, I informed Katrina that I’d had enough. Just give me my rental papers & let me go on my way. She made me wait about a couple of more minutes while she printed out my rental agreement paper (she REALLY took her time with that). She went around the counter to the customer side, & as she was exiting the Gold booth, she handed me the rental agreement, & proceeded to walk to where the cars exit the parking structure and to talk to the other Hertz reps who work there. They would be the ones to whom you hand your rental car papers so they can review it before you exit.
As I exited the parking structure the lady who worked the exit booth told me that Katrina told her to take her time when processing my exit papers, & not let me through at the same speed as you’d let any other person get out of the lot. Katrina instructed her to do an inspection of the vehicle, kind of like the inspection you do when you drop off the vehicle. Needless to say, the lady didn’t do all that stuff. When I asked the lady if Katrina had asked her to do this kind of delay tactic before, she said yes. She told me that when Katrina argues with a customer, she goes to the exit booth people & tells them to ask the customer for two forms of ID & to do a vehicle inspection prior to letting them out of the structure.

My husband made a wrong turn and tried to turn around by pulling into the Hertz location by Burbank airport. Unbeknownst to him, he needed to show the rental agreement to exit, which wasn’t in the car (it was in my carry-​on and I just boarded a flight). The attendant at the gate called a manager, Rydell who came over to my husband and was immediately rude and accusatory. My husband texted me asking for the rental agreement and I told him to have the manager check the key and look up the agreement. We both knew that my husband that he was authorized to operate the car according to Hertz:
«Acceptable Authorized Operators age 25 and older are automatically covered on the Rental Agreement.
Authorized Operators are:
— The employer, employee or fellow employee of renter on company business, (when booking includes company Corporate Discount Number).
— The renter’s spouse for rentals that originate in California or or Iowa.
— Authorized Operators do not have to be present at time of rental.
— There are no fees for Authorized Operators.»
I also told my husband to mention that I am a member of Hertz’s President’s circle but Rydell refused to look up the agreement from the information on the key. He told my husband that he violated the the terms of the contract by not having it in the car and told my husband that he could not leave the lot. Since he wouldn’t let him leave my husband asked that Rydell return the car that we paid for and he was told «you’re not getting your money back»
I also forwarded my carfirmation and reservation confirmation to my husband which my husband tried to show Rydell along with his ID and Rydell refused to looked this items. He refused to help my husband and instead treated him like a criminal as opposed to a paying customer. There is no other explanation for the treatment he received and I’ve checked with my hertz location as well as the manager at Burbank airport and everyone confirmed that Rydell could have looked up the contract using the key… so why didn’t he?
My husband had to leave the car and take a cab home even though we had already paid over $ 200.00 for a rental.
I spent the first 2 days on my «vacation» dealing with the hassle brought on by Rydell’s ignorance. The inconvenience that Rydell’s discriminatory and poor service has caused myself and my husband goes beyond words. How my husband was treated is unacceptable and it took Hertz like 2 days to refund my money after the car was «seized» from my husband, for no reason.

Renting a car from any airport has its headaches when you are not flying in: facility usage fees, lack of parking for drop-​off or pickup, etc. so you would think that when the new multimodal structure that now houses all the car rental agencies was built, they’d take all that into account.
Seems NOT.
Hertz for one has their warm and fuzzy special section on the same level as the car return. When dropping off a friend, you might mistake this as the rental counter, OH NO, that’s only for SPECIAL people. The regular people are UPSTAIRS! So when you drive in be sure to DISREGARD ALL CAR RENTAL SIGNS AND GO UPSTAIRS.
There is no parking, so be prepared to occupy a spot intended for a rental car from another agency.
When you leave, if you happen to be driving the non-​rental car, they are supposed to get your plate number or some non-​sense. They didn’t do it on the pick up, but they insisted on it after the drop off.
Overall, it wouldn’t have killed them to consider that there are locals that want and need to rent cars and a little planning for them would have gone a long way.
Multimodal my ass!

This review is strictly for the customer service. The car was great!
So i arrived at hertz at around 9. I go to the counter and speak with a nice customer service rep, who asked if i wanted to sign up for hertz rewards. Hey if its free, I’m all for it! So she signed me up and upgraded me to a Chevy Cruze. She advised me to go look at the car. I went to go look and make sure it had an auxillary connection. It took about 15mins for me to finish checking it out. When i went back to the counter the lady was gone. I looked at the computer she was using and all my information was just sitting there for anyone to come by and copy. My privacy was compromised. There was a sign up that said the counter was closed and directed customers to go downstairs to the gold rewards counter. Now when i read Gold Rewards I’m thinking its going to be a great customer service experience. WRONG!
I get to the counter and instead of the customer service rep (yzart, ysart art, her name was something like that), asking the current customers to hold on for a minute She takes 20 minutes helping people who were after me.
When it was finally my turn. I asked if she could pull up my information from upstairs. She said no because its a liability. (MAN, THATS CRAP!, ITS A LIABILITY HAVING MY INFORMATION SITTING ON THE COMPUTER FOR ANYONE TO SEE).
I told her what i reserved with the previous rep, and she said i couldn’t have it. She said specifically with an attitude ” you will get what you reserved”. Yes i reserved online, but once i arrived things changed and the previous rep upgraded me. I just spent time making sure the car would work and i had plans. This should be honored. She told me no, that i can’t have that car. She started to explain how hertz points work. I tried to tell her it doesn’t matter how it works. If i already started a reservation with a rep and was told i was getting a chevy cruze, thats what i should get. I already had to wait, now she’s telling me i can’t have what i just looked at. It was such a waste of time. I asked to speak to a manager. This didn’t happen.
After arguing with me, she said the car i wanted was no longer available. How is that possible? no one got it before me. She gave me two other cars to look at. I went to go check them out and when i came back, the rep that was helping me upstairs was at the counter next to mine. I told my rep” thats her”, thats the women that was helping me… Talk to her”. My rep didn’t want to ask her. She didn’t want to help me. She didn’t want me there at all.lol. It was bad.
I told my rep, ill go with 41. As I’m speaking i hear the other rep telling her customer «so you’ll get the chevy cruze…»… WHAT!
I looked at my rep in shock. «I thought you said there were no more.», i said.
The other customer who was after me, just got the car i had been trying to get for the last hour! Really Hertz! Really!
My rep then says, «well we just got some chevys ready when you went to look at the other cars»…
Why didn’t she tell me they were available when i got back to the counter.
This rep was determined not to honor what her coworker reserved.
I told her if they are available then thats what i want. I apologized if she had to do more work to change it. She huffed and puffed, rolled her eyes, looked at me and said” well they are different colors”.
OMG! i don’t care about the color, if its the same car I’ve been asking for then i want it. She huffed again, typed something in on her computer and pushed me the final papers soon fast. She was definitely tired of me.
All of this would’ve been avoided if she just honored what her coworker reserved, or spoke to her coworker who upgraded my reservation.
man. to make me more upset. The other customer and i were talking on the way to our cars, when i saw what she got into.
It was EXACTLY THE CAR THAT I LOOKED AT IN SPACE 76! That rep was a liar and judged me from the time she started helping me.
THEE END!

Why bother making a reservation if they give away the cars you reserved?
I made a reservation for a particular class of car (large SUV) for a trip up to the mountains weeks in advance. So I show up to get my car and they say they don’t actually have any SUVs so they are giving me a minivan for the same price. I asked what the point of making a reservation was if they have no control of their fleet of cars. Blank look and an attitude of «I just work here». Absolutely terrible support. And if this is really how they deal with all customers then I will never rent from Hertz again.