Hertz Rent A Car

This was the first time Ive used Hertz over my usual Enterprise. Never again!
I paid and reserved for a mini van for a long trip. I got there and was over two regular cars instead! No, thats not what I wanted. I sat there after I got the run around for a good hour. I finally got something equipped to seat 7 but nowhere near a mininvan. OUr family trip was uncomfortable. The staff lacked heavily in customer service and showed no regard to not only not having the car I reserved weeks in advance, they showed no effort to adjust the rate I was already billed and charged for a higher class vehicle.
Zero stars if I could.

HORRIBLE CUSTOMER SERVICE! I prepaid my rental for a trip to Reno but there was a sudden snow storm i called Hertz they said we could not put chains on the car so i brought the car back the very next morning. Had the car for 1 night but they refused to give me any refund because it was prepaid. I called their customer service on monday and still refused to give me any refund. These were onforseen circumstances and they did not give it any consideration. In addition their website states they offer pick up and drop off for locations that are within 15 min of their office. My pick up was only 5.7 miles away (5 Min) and they gave me a hard time because I was not in Dublin but that is not what they advertise. When I returned the car and needed to be dropped off at the same 5.7 mile location they agreed but said it was only a 1 time courtesy. I will never rent from them again. If I could give negative stars I would

This Hertz local edition location lacks a customer-​centric process:
1. Understaffed: Only one customer service representative (Jeff) available at promised pick-​up time;
2. Failure to have a rental available for pick-​up at the promised time;
3. Customer service rep was not customer-​service oriented; and
4. The rental process required about two hours.

Booked a Yukon xl Suburban for 7 in our party flying in from Ireland. We arrived to find a short wheel base Yukon sitting which was apparently for us. We had pre paid so we’re given a Kia sorrento to take to Oakland airport where we could pick up an xl. Drove to Oakland to be told that they had no car either, they suggested we drove to San Jose because there might be a car there. We decided to keep the sorrento because although cramped we were just about able to get ourselves and our luggage into it and no one knew if we could get another larger car or not. We dropped the car off in LA and the guy waived the charge for dropping off at a different location. I could understand it if we had booked with a small time rental company but not from one of the big players! We have rented from Alamo, Dollar, and Budget before with no issues whatsoever. Spoke to hertz on arriving home about a refund in the difference in cost between a minivan and a premium car and they said the cars cost the same! Never, never again will I use hertz and trust me YOU shouldn’t either.

The short summary is they lied to us and made my wife and six-​month-​old infant wait 75 minutes without even attempting to solve anything.
My wife, baby, and I reserved an SUV for a family trip to San Diego. I was told by phone the day before pickup that they had a vehicle and we would receive a Toyota Rav4, Nissan Rogue, or equivalent from another brand. When we actually went to get our vehicle on time, the closest vehicle available was a Nissan Frontier, an open-​back pickup truck, which they kept trying to convince me was equivalent to the types of SUV listed above. Yeah, like «SUV» easily translates to using a tarp to tie down my family’s luggage.
I asked them to call around to see if another branch had a suitable vehicle available. The clerk then made two very short, half-​hearted phone calls to nearby branches along the lines of «You don’t happen to have an SUV available for a trade? No. Bye.» There wasn’t more than a one-​second pause between the question and his answer, so at the very least he seemed to be looking for a «no» answer.
My wife, six-​month-​old infant, and I then were made to wait another hour and 15 minutes while the clerk attended to other customers, with the promise of at some point calling the airport branches to see if a suitable rental was available. It would be hard to overstate the level of apathy the clerk displayed toward our situation. We eventually gave up and left without a rental. This experience was bad enough that I will never use Hertz again.

my wife and I went in as they were closing and the staff was very willing to help us get a car. although the first car they gave us smelled like someone had previously smoked in it, when I returned the next day to see if they could give me a different one they apologized and helped me get a different car right away. would definitely go again.

Jessica… I can’t say enough about her wonderful and understanding attitude! They worked hard to get me a rental car but in the process it needed to be brought back in for some additional cleaning and Jessica knowing I had to be on time to work made sure my car was immediately taken and cleaned and my wait was very minimal.. She multi tasked helping customers while never forgetting I had somewhere to be. Who could ask for better service than this… Thanks Jessica for showing what customer service should be.

Customer service was horrible at this location. When I picked up the car, the associate who handled my rental transaction was nice but the car was super dirty. Then when I returned the car, it was the manager — Jeff Wong who handled my rental return. I am a frequent renter and have been renting cars from different car rental companies for over 20 years and I have never seen anyone like him. He is rude, ridiculous, didn’t act professionally. He ignored me and was yelling at his staff when I came in. Then he yelled at me when I didn’t agree on his nick-​picking on the gas level. I returned the car with gas at the same level when I got the car — ⁶⁄₈ gas line. He claimed that I had to bring the gas to above ⁶⁄₈ gas line in order to be qualified as ⁶⁄₈ gas level, otherwise, either he would charge me or I filled up to the level he defined. He is the manager and perhaps also is related to the owner there so he thinks he can do whatever he likes and nobody can complaint about him. I will never go to that location again and I hope that Hertz should do something to make their franchisee acts more professionally.

My insurance company recommended Hertz and this was the closest location to me. When I dropped off my car at the auto body waiting for Hertz to pick me up, I was warned by the associate to cancel with Hertz and request Enterprise because Hertz always charges the customer instead of the insurance which they are supposed to do. *First Red Flag* Because I had plans that day I decided to stay with Hertz since they were already on their way. The driver arrived and he was his cell phone and driving which is illegal in the state of California he did not use a «hands free» method. *Second Red Flag* When I arrived to Hertz, there was a customer ahead of me and I noticed when he left the Milage the female associate wrote down on his contract was much lower than the Milage in the car when he checked it before leaving. *Third Red Flag* the female associate said that I could leave it at the auto body shop when my car is done and I told her I will drop it off because I wanted everything to be accurate and she reassured multiple times to leave it at the auto body *Fourth Red Flag* despite these waring signs I still signed the contract. I ended up being charged $ 211 when they should have charged my insurance. Hertz said the gas tank was empty which was a complete lie, because I have the receipt from filling it up. This location is not professional or honest. Thank goodness my insurance reimbursed me for the full amount and apologized for referring me to this location. Go to Enterprise!

Hello, I am a customer who was just returning at the Dublin location and my mother rented the car threw aaa, because her car got in a crash. While having the rental my mother had several problems with the vehicle has going quick, car would auto stop out of no were and it was freaking my mother out. Today I just went to return it and nick from your Dublin location goes and checks the car for mileage and comes back says I am charging you 250 $ with a attitude saying the car is dirty and dog hair, I asked my mother she said the car was given to her dirty and check engine/​oil change light was on. Nick stated to me that I rented the car looked into my eyes and said I dirty it. Which I never rented the car I am doing my mother a favor and returning it for her, with attitude and stares me down I felt very embarrassed for him singling me out saying I return it and I confronted him saying that you better check your records because this is the first time I have been here and I never rented the car first day so please do not point me out. And he made threats of charging my mother that. I would like to speak to you about this matter please asap very poor customer service from nick and singling me out especially the vehicle has all these problems.
Also I needed a ride back took over 15 mins to get someone and they said 3 min nick needs more training in customer service and better people skills
Other rep was in there said sorry about what he said he’s good with are but not faces. I am not pleased
July 2,2015 I have still haven’t heard from the district manager I left messages and text messages also.
Bad customer service

The people here are nice. The van I rented was dirty on the outside. Beware if you plan to cross a bridge as their cars have PlatePass and you will be charged a $ 4.95 admin fee for every single day of your rental if you use it on any day. I rented for 7 days and crossed one bridge — the Golden Gate — where there are no toll booths so my charge was a surprise. The people working here don’t tell you about this. This was probably buried in the rental agreement. There a many car rental companies in the area, so I won’t be using Hertz again.

I had the worst experience renting from this location. Nick the guy at the front desk was very rude and argumentative. I showed up on time for my appointment but the car was not there and was not going to be there for the next two hours. That alone is unacceptable but to put the icing on the cake Nick was extremely rude and standoffish and did not even apologize for the inconvenience. He did not come up with any solutions to fix the problem. He merely told me that he would call me when the car was there. 45 mins later I get call saying the car was there but the check engine light was on. Again no solution was given he basically said it was not his problem. At this point I had enough and even told him that he needs to improve on his customer service skill and a simple apology goes a long way… still not even a simple sorry. I asked to speak to a manager but apparently there were none there at that time. This is the worst experience I’ve ever had with hertz and its most likely my last.
if I could give zero stars I would
The customer service was horrible (if you can even call it that)
What was suppose to be a fun trip turned into a day filled with stress and disappointment.
Im still waiting to be called by a manager

Hi Laura. I private Unilocal messaged you 10 days ago. Starting to think your post, like every other person I’ve dealt with in Hertz, is lip service. I’m not looking for money or discounts. Wouldn’t it be easier to just get the Dublin store to act professionally? Would bring better business in the long run. Best of luck!

Just went to pick up my car. No car. No help getting a car. No ride to Bart. Absolutely zero service. When I got upset at them, she said, «I don’t think you appreciate what we’re doing for you.»
Amazing…