Hertz Rent A Car

I typically use Avis, but I waited too long and no vehicles were available because of spring break. I used the website for Hertz, booked and prepaid for a car to pick up at 8am at the Mission Valley Marriott. Little did I know that meant they would send a driver to pick me up to drive me a Toyota dealership that had a car rental inside. I had to call and wait 20 minutes to get picked up then wait another 30 minutes to be helped. I was waiting because I regular customer was occupying the time of the associates of a coupon for 1 free day that they would not accept and for some reason this was an issue that continued well after I was finally being helped. Unfortunately the gentleman helping me could not have typed any slower. Mind you I had all my paper work printed from when I rented the car online the previous day. But this did not expedite the process. I resumed to help me as if I had done nothing to book the car the day before. I continued to remind them that I was in a hurry and that this process should not have taken a hour. And to please stop offering me extras as I had already gone through all of that the day before when Booking and Prepaying. Finally the guy asked me to swipe my card. I inquired as to why, since I paid the day before. He said it was for the $ 19 in taxes that were not charged to my card. It ended up it was actually for a 200 security deposit. Which I refused to pay. In all my years of renting cars I’ve never had to do this. I politely asked them to drive me back to where they picked me up and issue a refund as I was not please with how they did business and it was one surprise after another with them and I couldn’t trust that there would not be any extra fees when I returned the car. «Slow Typin’ guy» then gave me a ride back to the Marriott and he drove even slower than he typed. I was also informed by the other associate that he doesn’t have «a magic button» to issue a refund. WTF? It’s the same fricking company? If they can take my $ 200 as a deposit why cant he refund the $ 147 I paid the day before? So I had the extreme pleasure to call customer service. Who in turn told me that they don’t issue full refunds, and that to request one I must do this by email, us post, or Fax. How convenient? So I sent and email on the 17^th of March and again on the 22^nd of March. Still no response. I will never rent with this company again. Great job in driving business away.

If I could give zero stars, I would. I was compelled to write a Unilocal review because my emails to customer service have gone unanswered and the customer service reps I’ve spoken with have been rude and incredibly unhelpful. I made a reservation at the location at 1545 Camino Del Rio and was confirmed for a 12;30pm pickup. When I arrived, no one was at the counter and there was a paper that said the person had stepped out and would be back shortly. So I waited. And waited. 20 minutes later, I asked an employee at the dealership where the person was and she said she didn’t know and that they were supposed to be there until 6pm. I called the number listed and was told to come over to the other location down the street. So basically… I had a confirmed reservation at a place where no one was working. So, I had to walk down the street with all of my work belongings to a different location. I was irate. When I got there, I had to wait for another 30 minutes to get my car… which was dirty and barely had ½ tank of gas (didn’t realize the gas until I was already on the freeway). Additionally, I reserved a compact car –Ford Focus or similar– and ended up with a Toyota Yaris, which is classified as a «sub-​compact» vehicle. Not even close to a Ford Focus. I explained this all to the customer service agent and was not given a single apology, nor a desire or willingness to try and make it right. They said that their system says it’s a compact vehicle, so that’s that. Absolute worst customer service experience I’ve ever had. Unprofessional, misleading and just plain wrong. I plan on filing a complaint with the BBB.

I wish I could give this place 0 stars…
I rented a car here back in May and had a lousy experience, but I chalked it up to the guy working. He was very slow, didn’t communicate well, and I was given a car with bad wiper blades. Not typically a big deal, but it was pouring in San Diego that week and freeway driving was terrifying.
I tried to rent a car from Hertz this morning and ended up waiting for 30 minutes because no one was at the desk. After the first 15 minutes I was waiting, I called the number listed on the away message. A girl from Marvin K. Brown said she would be right down. After another 15 minutes, she actually showed up and then asked for my reservation. I had actually called Hertz weeks earlier to make a reservation but was told I didn’t need to make one since I was cash pay. The girl said she would have to drive me to the other location. Being that I had waited for so long and was cash pay, I told her no thank you and that I would go to Enterprise instead. She said «fine» and turned around.
Overall, the customer service and ability to run a business is a disgrace.

I usually don’t write reviews, but this one I had to. First of all they rented me a car with the airbag light on and the engine belt was making weird noises. I took the car back and told them if they can give me something biggier then the car they rented me but they said they don’t have anything bigger. During my chat a lady comes by returning a yukon and I ask if I can take the car she is returning and they said that I could not because they think, the car needed a oil change. Bottom line I had a very unpleasant experience.

OK firs of all they screwed. Up. They told me I wasn’t gonna have to pay for anything at all and I ended up paying a lot!!! They said I was covered. Thanks black girl with bracces

I do NOT recommend this Hertz at all, terrible customer service. Gave us a smoke filled car, that was terrible smelling, car was Tijuana cleaned, still dirty. when we called the counter girl was TERRIBLE TERRIBLE no help at all. said she would call us back never did. sorry can’t help you don’t have any other cars right now!!! what you have NO OTHER cars? said she would call her manager, who is the person who checked us out to begin with, Never called us back.
WE had to call the North County locations to find another car, Carlsbad and Palomar Airport did a GREAT job of customer service, Tara. they should go and train Mission Valley which is NOT the pics shown here, they must be stock footage. the Mission Valley location is inside a nice car dealership Marvin Kay Brown so we thought we would get a good experience. Terrible. the girl that works there should get a new job because obviously she does NOT like her job and is terrible at it.

There is nothing fun about having to rent a car, especially if you screw up your reservation like I did. Luckily the guy at the rental desk named Ben made this tedious task as easy as it could be. He took care of absolutely everything and we didn’t have to lift a finger. He was dressed professional and understood the short amount of time we had. I’m very thankful for workers like him who make things so much easier for us car renters. Thank you Ben !

This was the worst car rental experience I have ever had. I am 72 years old, and have rented quite a few cars in my day.
My car was being serviced by DCH Honda Mission Valley, just across the street. We had called ahead to arrange to lease a vehicle while our car was being serviced. When I got there, this «young lady» behind the counter was given my drivers license and a credit card. She noted that a «minute» piece of the side of the drivers license had been removed (so that I could get it into the picture section of my wallet). She called, and waited, several minutes to talk to her boss to se if she could rent a car on a driver’s license that had been «tampered with.»
I had just returned from a trip in Northern California where I also rented a vehicle from Enterprise Rent-​A-​Car with absolutely no problems whatsoever. After an approximate one half hour delay, she excused herself went to what was supposed to be someone else’s office, but he returned quickly and handed my drivers license and credit card back to me saying «Hertz won’t rent you a car.»
This was prophetic as I and anyone else I can convince, will no longer ever attempt to rent a vehicle from Hertz. This was the worst rental experience I have ever had. Further, there was another gentleman behind me who is there to complain about several issues that similarly prove this is not a good company from which to rent.
Finally, I should add, I went to a nearby Enterprise Rent-​A-​Car service location and rented a vehicle for two days with absolutely no problems and no hassle whatsoever!

Apparently making a reservation is meaningless to this location… (As I’m seeing is common in other reviews as well).
I made my reservation online a week in advance, arrived at the specified time, and was then told they did not have a car for me. They then proceeded to call around other locations to locate a vehicle for me.
They finally located one for me (below the vehicle class I reserved for), and was told it would arrive in 10 minutes…
At the time this review, I have been waiting for 30 minutes. I don’t really care how the rest of this plays out, I already know I won’t be back.

Horrible customer service. I am a gold member and I waited an hour and a half in line!!! Not to mention they chArge. Deposit and car rental is charged at the time of the rental … They put on hold 700 $ … The workers are slow. If I was not going out of town I would have went somewhere else. I will never rent from here again.

I was required to rent a car from Hertz through another party’s insurance company. This was my first time renting a car and it was due to a stressful accident. I felt very naïve and didn’t ask questions when I was told that they only had one driver who would be on a lunch break starting at the exact time my appointment with the repair shop. I was told I would have to wait for about an hour to get picked up.
When I mentioned this to the mechanic, they called Hertz and told them this was unacceptable. They also contacted the regional manager. I was given a ride to this location and was not well-​received by the personnel working the counter. One employee decided to take a break and hand me off the another employee who barely spoke to me. I was very uncomfortable and felt I had done something wrong.
Fortunately their regional manager, Brian, contacted me. He apologized profusely for my experience and offered to upgrade my car (which was making a squealing sound possibly from the brakes). He talked to me and assured me that this was not the service they should provide. It was nice to have someone go out of their way to make an ugly situation better. I really enjoyed the rest of my experience with Hertz.

I love renting from Hertz and this location in particular. Wouldn’t rent from any other location only the fact that I work for the dealership. They have the best cars on the market and a lot of their cars are pretty loaded with options. Britney, the manager is pretty top notch. She may not be able to find me what I want all the time but at least I still get close to what I want. Rentals are clean all the time, although I’m not very picky since no rental is going to be in perfect condition. They’re washed and also dried, which is a plus. The contract is explained to me clearly which I like. Other than that, I recommend Hertz for rental car needs.

I was in an accident and took my car next door to Fixit Auto Mission Valley. Hertz took great care of me in a timely manner. The manager and associate were very friendly and accommodating and even upgraded me! Thanks Hertz!

This is a review for the Santee location, but since the company continues to ignore my issue, I feel that everyone should be alerted to the crummy customer service regardless of where they go. What an embarrassment.
Wish that I could give less than one star. Hertz employee manages to not tell me that they are out of economy cars (which, had I known, I would have gone to a different location) and then rents me a car at a different price than quoted. When I speak to them in person, I’m told that I’m mistaken because the Hertz employee refuses to admit that she made a mistake. Poor communication and insulting management of my grievance.
Couple this with the fact that I filed a complaint online and was ignored.
Awful experience, will never rent from this company again.

Unilocal!
I’m at the Hertz site, waiting for an economy-​class car I reserved online. (Admittedly I got an awesome rate, but that should not justify the service I received.) I originally put in 11am but my plans changed and I was ready much earlier on Christmas Eve. I called the day before to see if I could pick up the car early, which has never been a problem for Dollar, Avis, or Enterprise. The gentleman said he wouldn’t know and asked me to call back tomorrow. I called this morning at 8, and he said they were expecting their «shipment» between 9 and 10. Okaaaaaay.
We arrived at 9:15 and they had not yet received these phantom cars. We piddled around for an hour and at 10:45 he informed us that the cars were delivered to another location. I asked if they would get them by 11 and he said he hoped so because they close at noon! (this quickly became more than just an inconvenience)
Ultimately, at 11 I was told that they did not know if there would be a car available for my reservation because it was «all a mess.» I asked for a cancellation & we just left. Completely & thoroughly unacceptable.

I had reserved a car at Marvin K Brown and paid absolutely no mind to the time that automatically pops up on the online reservation request page (10am). I didn’t go to pick up the car until 530 and they close at 6. I had made my reservation through USAA and got a crazy good deal as well as a free car class upgrade. So… when I got to the counter, the girl informed me that because I didn’t get there by 10am, my reservation had been canceled and they didn’t have any car that was close to what I had reserved. Instead of basically telling me I was SOL, she drove me over to Hertz in the Mazda dealer next door and told me I could still get a car and upgrade for the original quoted price. She walked me into the Hertz office, explained what was going on with the gentleman working there, and went on her way. I ended up getting a Camry (which is an awesome car!!) and couldn’t have been happier.
I know USAA members get very good discounts at Hertz, as well as at other rental companies, but I don’t know if that had anything to with my experience or if they were just very knowledgable, customer service oriented employees, I just know mine was much different than some other reviewers here.
I will be using them again at the end of the year for my next trip!

was in an accident, car got towed to John Hine Mazda and they are in house. I gave them my employeee discount code, they didnt apply it (i was in shock at getting hit by someone, rushed to get to a dr!) i didnt need their insurance since my insurance carrier would cover, he didnt tell me that and got over on me. I asked «shouldnt we check out the car first for damage» to his reply «no, not necessary, you purchased insurance». 237 for 4 days– this person completely TOOK ADVANTAGE of me just suffering a terrible situation. The jamaican guy was unprofessional– I waited 1.5 hours just to even get to the front of the line and get this, they let an employee go before me after he knew i was in an accident and in pain WTH?! The worst service ever and I cant wait to take this car back and rent elsewhere! Please AVOID at all COSTS!!!

I have used this location more than a few times in the past 2 years, because they are generally way cheaper than the airport. This last time I was here, I was treated with excellent service from Katlin, who helped me organize a rather complicated rental agreement in two different states. She acted completely professional yet friendly enough to chat with while she figured it all out. I had a one month rental and needed to rent another car in another state a week before the rental was over. She guided me through the process and even found me a few more discounts, saving me over $ 100. She did it all with a cute smile and optimistic, no-​nonsense attitude. I definitely enjoyed the experience and will make her my go-​to hertz employee.

Recently borrowed another vehicle free of charge from this Hertz location on-​site at Marvin K Brown. What brought me here this time around was an insurance claim: my car had been damaged when another vehicle rolled into my vehicle, and I’d chosen to have the relatively minor bumper repairs completed at Carter Collision, also on-​site at Marvin K Brown.
Earlier when I’d met with the other driver’s insurance adjuster to discuss the details of the damage and claim, the adjuster explained the importance of my asking Hertz to get hold of Geico to discuss billing specifics for my rental vehicle. Within an hour of meeting with the adjuster I’d called Hertz to provide the claim info and discuss my plans to have the repairs completed ASAP at Carter Collision. I never received the promised call back from that Hertz employee later that day, but, rather, a call from a different, confused Hertz rep the following day. It was clear that my situation had not been communicated clearly to the other employee. Frustrating, but I provided the claim information again and reiterated my desire for a Cadillac rental since Geico had cheerfully agreed to cover a rental comparable to my own vehicle.
(By the way, my request for a Cadillac rental had nothing to do with entitlement or being prissy: I’d explained to Hertz that I’m in the market to replace my 2007 CTS with a newer model from Marvin K Brown and would therefore appreciate the opportunity to have a CTS rental for a few days.)
Last week when I took my car in to begin the body work I had to wait nearly half an hour for Hertz to produce a vehicle that was supposed to have been reserved for me nearly 2 hours before. And I didn’t get a Cadillac.
My sleek silver CTS exchanged for a psychedelic purplish-​blue Mazda 6? I don’t understand why Hertz couldn’t come up with a comparable loaner vehicle for me, especially being that I had 3 different conversations with Hertz employees to ensure that a comparable vehicle was reserved. I mean, after all, Geico’s paying for the rental – not Hertz, not Carter Collision, not Marvin K Brown.
Lastly, I had to laugh when a Hertz rep, handing the Mazda keys over, advised me to «put the contract in the glove compartment» in case I «get pulled over» while driving the vehicle. (Reference my previous review.)
Painfully disorganized, unfriendly service.

I’m Unilocaling because it has just that bad!
I booked a car for Friday June 3^nd for a good price and show up with everything I need, ready to go. They said my card wasn’t working, called bank and bank said no problems here. So what do I do? At that point I didn’t have time to mess with this anymore and had my friend take me to work. Guy at Hertz said I could try tomorrow, that is a Sat. Showed up and it was CLOSED!!! So I got lied to! Talked to a Hertz rep over phone and she told me there is NO San Diego! WHAT!!! So walked over and rented from Enterprise. Enterprise had me in a car in 15min but they are a lot more in price. So tried to return and get a Hertz Monday and they wouldn’t pick up the phone so talked to another rep and she was so dumb and had no clue and wasted my morning. Time ran out so was unable to do that. So call them now and I guess they just have no clue about the biz they are working for. Guy rep told me I was full of it that they are open in that location on Sat this went on for 15min until he found out he was WRONG and they are NOT open Sat or Sun. And jacked up price now too!!! Over it!!! WOW! Hertz you really need to get your act together…