Hertz Rent A Car

I’ve been a Hertz long term business customer since 2004 (rented in excess of $ 80,000 during that period), and have rented from Hertz locations the country over. Thus, I believe I’m well positioned to say that this Tustin HLE is as unprofessional, deceitful, disrespectful, and downright evil as any person or institution can get. Without naming names, avoid this location and its employees at all costs. If out of necessity you must rent here, be advised that the workers here (such as guadalupe and his short co-​conspirator, as well as Brandon, and a heavyset blonde whose name doesn’t come to mind) will lie, mislead, acuse you of preexisting damage, overcharge you, intentionally waste your time by leaving you hanging while they’re in the back chatting away, and all sorts of ridiculous tactics that will leave you in awe and utter disappointment. Renter beware!

The bait and switch act they pulled is unbelievable and the lack of customer service is HORRENDOUS. We are ready to take legal action because the issues that I have been dealing with for the $ 80 we have been overcharged is just absolute BS.
The estimate for 22 days was $ 493.60 total. I called to extend for 7 days and clarified that the charges per day would remain the same. This rental was for my mom and she gets a bill for $ 706.97 total!!! WTH!!!
I call numerous times and it’s like pulling teeth to get the right time when someone’s even there to answer the damn phone.
First LUPE, the worst person to ever work in this business tells me, «let me explain it to you…» You got charged a monthly rate so you get charged more.
When I ask your damn associate if the charges are the same when I had asked to extend it, then how the HELL is that the same??? Do you not understand numbers? I mean numbers are pretty universal in different languages so don’t tell me that that’s the same and I’m supposed to know that I’m now getting charged the BS «monthly» rate that is way more than the daily rate I was initially given when I was told it would be the same. I got no where with Lupe because he’s like talking to a brick wall and of course, Milton is at a doctor’s appointment and now I’m supposed to believe he would be ever call me back.
Then I call again and speak with Andrew, says I should’ve known that since I had extended a contract, I should’ve known I would be charged late fees. What part of «the same rate would apply» do they not understand? Bait and switch in my opinion. I asked Andrew to let me know the name of the person that had extended the rental so I could hold him accountable for confirming the fees were the same and he places me on hold for a good 15 minutes. I got no where again by these inept employees and doubt talking to a manager will get me anywhere.
Looking at the review, seems like this is a regular occurrence. I will be taking action with this business and get all the people together that had been screwed over and follow through on my end. At this point, I am pissed off beyond belief at how they treat their customers and given by the crappy reviews, this has continued with no repercussions for them and it needs to change. If anyone at the corporate level cares about customer service, please address this issue so I don’t have to waste my time with legal actions. It’s so simple to fix and you guys have failed at every level to address and it is a terrible way to do business.

THIS IS A REPOST OF A PRIOR REVIEW… PLEASE READ SO THAT NO ONE ELSE GETS SCAMMED BY THESE PROFESSIONAL CON ARTISTS!!! RENT HERE ONLY IF YOU LIKE TO BE CHARGED MORE THAN WHAT YOU’RE QUOTED AND IF YOU LOVE A COLD NON-​EXISTENT CUSTOMER SERVICE EXPERIENCE! SHAME ON THIS BRANCH AND ITS INCOMPETENT STAFF FOR OPERATING THIS SCAM OPERATION IN MY HOMETOWN.
The bait and switch act they pulled is unbelievable and the lack of customer service is HORRENDOUS. We are ready to take legal action because the issues that I have been dealing with for the $ 80 we have been overcharged is just absolute BS.
The estimate for 22 days was $ 493.60 total. I called to extend for 7 days and clarified that the charges per day would remain the same. This rental was for my mom and she gets a bill for $ 706.97 total!!! WTH!!!
I call numerous times and it’s like pulling teeth to get the right time when someone’s even there to answer the damn phone.
First LUPE, the worst person to ever work in this business tells me, «let me explain it to you…» You got charged a monthly rate so you get charged more.
When I ask your damn associate if the charges are the same when I had asked to extend it, then how the HELL is that the same??? Do you not understand numbers? I mean numbers are pretty universal in different languages so don’t tell me that that’s the same and I’m supposed to know that I’m now getting charged the BS «monthly» rate that is way more than the daily rate I was initially given when I was told it would be the same. I got no where with Lupe because he’s like talking to a brick wall and of course, Milton is at a doctor’s appointment and now I’m supposed to believe he would be ever call me back.
Then I call again and speak with Andrew, says I should’ve known that since I had extended a contract, I should’ve known I would be charged late fees. What part of «the same rate would apply» do they not understand? Bait and switch in my opinion. I asked Andrew to let me know the name of the person that had extended the rental so I could hold him accountable for confirming the fees were the same and he places me on hold for a good 15 minutes. I got no where again by these inept employees and doubt talking to a manager will get me anywhere.
Looking at the review, seems like this is a regular occurrence. I will be taking action with this business and get all the people together that had been screwed over and follow through on my end. At this point, I am pissed off beyond belief at how they treat their customers and given by the crappy reviews, this has continued with no repercussions for them and it needs to change. If anyone at the corporate level cares about customer service, please address this issue so I don’t have to waste my time with legal actions. It’s so simple to fix and you guys have failed at every level to address and it is a terrible way to do business.

Horrible customer service!
Especially Mr. Guadalupe, he was really rude. We will never rent a car from Hertz ever again.

Absolute worst experience ever. DO NOT RENT FROM THESE GUYS!!! First of all, the Ford Focus was awful, transmission problems, dirty and stunk. I bright this car back due to engine jerking and Brandon the sales guy said it was normal and not to worry. I was sold some optional insurance that wasn’t needed due to my own coverage by State Farm. I provided my Amex for security deposit of $ 50 (that’s all). After a week in rental, some strange charges started showing on my Amex, I immediately went to the office and asked what was going on. Neither Brandon or his coworker knew what the charges were for but said «this is seen many times with Amex, they are holds that will drop off when the car is returned» obviously to them not worth investigating and knowing the true source; lack of product knowledge in my opinion. I returned the car to the partner body shop 30 days later, at which the car remained there for 8 days before getting picked up and ticket closed by Hertz. Once the ticket was closed, I had a charge on my Amex of $ 341.00. I immediately called the branch, contact Milton the Manager on several occasions, seems I always catch him with a customer and promises to call me back and nothing (3 weeks of waiting). I then reach out to his General Manager John Yao over at their Anaheim store, never in the office but 1 or 2 days per week. I was provided his email address on 3/​25, sent him a lengthy email with details of my problem that needs to get resolved ASAP. Again, by ⁴⁄₁ I never receive a call or reply to my email from John. I call the Anaheim Hills office on ⁴⁄₅ several times trying to reach John who again is not in the office. His associate Alex plays phone tag with him for several hours before I get a call late in the day. I spoke with John, he had no clue who I was, he said the email must have been overlooked, apologetic and assured my he would investigate my problem and get back to me no later than 12pm on ⁴⁄₆. Again no call no email… I’m furious at this point. Total lack of customer service and professionalism. Unbelievable! 1 more phone call from me and then I will be obtain legal counsel to fix this mess.

Very rude to the customer.
I wish I could give them zero stars. They don’t deserve any stars.
I have rented with Hertz in many places before. But this is the worst experience. I made a reservation online previous day, and called this location for a pick-​up at 7:30AM. The speaker confirmed my pickup at 8:30AM. But no one showed-​up. I called up at 8:45 AM and then they told, they are too busy and cannot talk to me. Repeated phone calls twice same answer. Finally had to cancel my reservation at 9:30AM and booked with Enterprise rental car near my house.
Pathetic rude customer care. Will never go back to Hertz again though I was their Gold rewards member. Cancelled mygold membership as well with Hertz.
Bye Hertz, will never come back, with many choices for rental cars as on today

I went to Hertz because it was conveniently located next to where I was getting my car repaired. The SUV they offered me was filthy. There was dust all over the fabric seats and mud stains all over the floor. I asked why it’s so dirty and the response was, «People rent SUV’s to use for the mountains.» It’s unfortunate that a reputable company would even offer to rent any vehicles in the condition. In a pinch, I signed but then returned it 10 minutes later to go to Enterprise where I was offered a nice, clean vehicle and amazing service.

Went in this morning to rent a pick up truck for the day. The lady told me she didn’t have any, and that they just don’t rent trucks! She said the closest place to try was in Placentia, which is 30 miles from me I asked if she knew of any other rental places, other than Hertz, that maybe able to accommodate me, and she said no. So I walked out, drove 200 yards, and arrived at Enterprise rental, and within 5 minutes, I drove away in the truck that I wanted I think some folks just take pleasure in being unhelpful. Or maybe it’s just laziness.

I wish I could give them zero stars. They don’t deserve any stars.
I am not a frequent Unilocaler anymore because life is busy. But this was the absolute WORST experience I have ever had with renting a car, and the fact that I have to take time out to write this review just shows how dissatisfied I was. This is a SAGA of disappointment and dissatisfaction. It all began when I showed up at the Santa Ana location to pick up my car (you can read the beginning there).
Basically, I reserved and paid for a car from Hertz at the Santa Ana location, showed up, and they didn’t have a car for me. The customer service was horrible and unapologetic. After wasting an hour of my time and coming to this location, by the graces of God, this location had a car for me.
I remember distinctly asking Brandon the employee who helped me the GRAND total of the amount I was being charged for renting a car. As previously mentioned, I had already prepaid a portion online. He gave me the grand total amount which I made note of. A few days later I checked my credit card and saw that they charged me the amount Brandon told me ON TOP of the prepaid amount I paid online.
This in addition to what happened at the Santa Ana location made me very very upset. I called and spoke to Brandon and told him that they overcharged me. He told me no they didn’t, and I told them yes they did. I did the math, and there’s no way that a 2 day rental for a Mazda 5 could amount to how much they charged me. FINALLY after 30 minutes he admits they over charged me. Again, NO APOLOGY from anyone for the horrible experience from renting a car. He told me they would refund me the amount they overcharged me.
It’s been 10 days. I checked and they haven’t. I can NOT stress how many problems renting a car from this place has given me. I truly REGRET ever doing business with this company.
Take my advice and DO NOT EVER rent a car from here. Save your TIME, MONEY, and STRESS. DO NOT RENT FROM THIS LOCATION.
AN UPDATE TO MY WONDERFUL SAGA WITH HERTZ
So remember how i said they overcharged me? Well I never got a refund on what they overcharged me. I waited 9 business days and called and spoke with Brandon. I told him to leave a message for his manager Milton to give me a call back.
Milton never called me. So i called back and asked Brandon if he left a message for Milton. Brandon said he did. I asked him why didn’t he call me and when he would be back in the office. Brandon didn’t know. Not surprising that he has no idea when his manager would be back in the office.
I told Brandon that I was really upset that the credit hadn’t been processed yet. Brandon was incredibly rude and told me it takes 7 – 10 business days. JOKES ON HIM. I called corporate Hertz and they confirmed that they did not process the credit.
Brandon — you are a fine example of how NOT to treat customers. Milton, the manager, NEVER called me back.
DO NOT EVER RENT A CAR FROM THIS LOCATION OR THIS COMPANY.

Really like these guys. Whenever they can, they’ve upgraded our car to something a bit bigger, at no extra charge. From the first time we walked in, they are super-​gracious and kind, treating each customer like they are the only one for the day, bending over backwards. My only smallish beef is that we didn’t understand the gas refill policy, and goofed that up, costing us more money when we dropped off. Advice: return it full. :)

This place has a huge lot. I’ve rented from here a quite bit now. For weekly, weekend, and even one day rentals.
I come across about the same 3 individuals each time. All quite nice. If you are a Gold member, the rental process is quite seamless. No additional items are offered to you if you had already declined them online.
And for at least half the time I’ve rented from here, I’ve been upgraded free of charge. Lately all of the cars have been coming with a Hertz add on GPS free of charge which I’ve never used before but it’s just nice to know it’s there in case of an emergency.
I’ve actually chosen to come here even though it’s further than the closer Irvine one. I come here for the selection of cars and the service.
Also make sure not to pass it since it’s such a small office. It’s right next to the Mazda dealership.

5 years ago, Hertz used to bend over backwards to accommodate Gold members. That means when a loyal member makes a reasonable request, Hertz would do whatever it takes to honor it.
Nowadays, there are no appreciable benefits of being a Gold member if you rent from Hertz outside of their airport locations. This is a HLE (Hertz Local Edition) location so you cannot bypass counters or switch cars in an instant like you can at the airport with Gold Choice. Here, even if you make a reservation and paid in advance, you are not guaranteed the type of vehicle that you requested. Sometimes, there are no vehicles available when you arrive, and you have to wait for rental cars to be returned, even if you had made a reservation.
I can’t blame the employees working at this branch though, it’s more of an internal issue at Hertz HQ. This company allows customers to make reservations even when the inventory has been depleted. During my recent visit, I was told there were only 4 cars available and 25 reservations made that day. I feel sorry for customers who had to wait or change their travel plans. I was told by an employee that every Hertz branch was slammed during the summer time, and even the John Wayne Airport rental agencies were having trouble keeping up with the demand. The employee also mentioned that emergency fleets were requested from LAX, but it could take up to a day for the vehicles to arrive.
Fortunately, I walked away with a rental car. Too bad it wasn’t the premium class that I had made a reservation for. I was looking forward to drive a comfortable Nissan Maxima, instead all that was available was a gas-​guzzling SUV, Mazda 2, or a Toyota Corolla which is not equipped with alarm and does not have a remote system to unlock/​lock the vehicle. Seems like this branch is stocked with the cheapest entry-​level models. I reluctantly had to agree to this Corolla because I needed a vehicle right away.
On the bright side, my Corolla was washed reasonably clean inside. However, the exterior suffered from the worst cosmetic damage I had ever seen in a rental car. Both front and rear bumper covers sustained abrasions and localized indentations, which was an eyesore for someone who had prepaid for a luxury sedan. This isn’t entirely Hertz’ fault though, their customers just don’t take good care of the cars.
Lupe, the man who is in charge of pickup and dropoffs, was the only brilliant employee at this location. He’s quick witted and has good memory. He remembered where he picked me up even after 3 days. Too bad this branch only offers pickup and dropoffs between one hour after opening and one hour before closing (8:30am to 5pm), which I assume are Lupe’s work hours. Their schedule won’t work for someone who needs a car first thing in the morning.
If I had a choice between Hertz and their competitor Enterprise, I would pick the latter unless I’m renting at an airport. Enterprise has surpassed Hertz as my favorite rental agency. Based on my experience, the service at Enterprise is much more personal and professional, the quality of cars in their fleet and availability is slightly better, pickup/​dropoff is available during all business hours, plus their employees seem to set the bar higher (anything less than perfect is a failed transaction).

This place is one of the worst places to rent cars. The guy name Bryan is rude and disrespectful towards the customers, I do not recommend this place for rentals. Look around and find better customer service, or better yet file a complaint with corporate. Good luck in your search.

I have worked with Hertz in the past and have had great experiences. That being said avoid this location at all costs!
I have been in sales for years and offer my clients a level of transparency that will keep them coming back as customers.
A few weeks ago I got some work done on my car at one of the dealerships conveniently located by Hertz.
I was picked up quickly by Michelle, the manager at the dealership, and was brought to the Hertz location. As you would expect with the long agreements that no one read today, she showed me the car and explained what I should expect and what was required of me before I returned the car… or so I thought.
The car worked well and had I had no problems with the cleanliness. I returned the car with a breakdown of what my charges would be and expected that to hold true.
I received an invoice letting me know that I owed the toll roads money and that I needed to pay a $ 30 processing fee. I was confused since there is a fast track sign in the car stating that I would be charged the tolls on my Hertz invoice with a third party service.
I called and explained what happened to the toll company and there was no problem transferring the charges over to my fast track account.
It did not go well with Hertz. I called Hertz directly and they shoveled me off to a processing company that processes payment on thier behalf. No intelligent life on that end as they reasoned that the pass that was in my rental did not work in Southern California. I was told that all of the extra charges could have been avoided if I would have just gone online and added the rental license plate to my fast track account. That really ticked me off because instead Michelle letting me know that and setting me up for a great experience the company peddles me off to a third party company that just repeats it is all «in the agreement» like a parrot. If the toll device doesn’t work in Southern California and you are renting cars with useless equipment because of your location, wouldn’t you mention it?
In the end, a supervisor reduced my charges by 50% stating that she did not have the authority to do any more than that. Why do they have people in charge of customer service that don’t have the authority to offer it?
I offer transparency to my customers and help them as I would help a friend, but I don’t think that Michelle thought to help me in that way.
Be ware!

Where Do I begin. Let’s start with my credit card that had fraudulent activity after I used it there. This is a credit I do not use. Next I signed on my agreements that they would charge me $ 1.89 a gallon to refill the 2 cars I rented (the first car was a joke that I upgraded). I returned both cars with over ¾ tank and they charged me/​my insurance company $ 33 for gas. Next I accidentally got on and then right off the Tollroads. In addition to my directly paying the Toll company $ 3.95 hertz automatically deducted an additional $ 30 to my credit card. Now for the cars. The first was an economy car that didn’t even have electric windows. I didn’t even know they made cars without electric windows and the upgrade then had cat hair and smell so much that my friend who road in it immediately had an allergic reaction with her eyes swelling. Using Hertz hurts!

Horrible customer service. Not at all helpful and you can hear another customer yelling at the counter and the agent fighting with the customer.
I chose Hertz over enterprise for the rental car while my car is getting fixed. Big mistake. Spoke to Lupe she felt like she was doing me a favor giving me a rental car. I am a gold member at Hertz and rent all the time for business them she said she didn’t care because this is paid by the insurance company so that does not matter.

I rented a vehicle from here to take to AZ for the weekend. I came in right as they opened and the staff seemed friendly and energetic for being 730am. The young woman who helped us knew what she was doing and got us in and out in just a few minutes.
It’s a smaller office and it seems like they might get pretty busy but the staff is very accommodating.

Yes, it’s a small office and sometimes things get real hectic, call ins, walk ins, returns… every employee at this Hertz is really doing his/​her best to accommodate each customer.
I am at a President’s circle with Hertz, I love coming to this Hertz in Tustin. I could just call for a ride, and whoever picks up the phone would just go «What time?» 10 seconds of phone call, because I know pretty much everyone who works there. One time, Lupe even called me for a pick up when I got too busy and forgot to call! How is that not 5-​star service?
Thanks again, everyone at this Hertz location-​Milton, Michelle, Mario, Lupe and Clay.

If they had zero stars I’d give it.
Had to take my car in to Mazda for major service and was told a car wouldn’t be an issue. I go across to their office and have my license, credit card and Mazda approval slip on the counter. While the blonde in the office (didn’t see a name tag) is babbling with the sister of a Mazda employee waiting for various reasons on their rental paperwork she couldn’t look over to give me the time of day and mention that she was waiting for a delivery of «warranty level» cars that would likely be another hour…
Heaven forbid she offer a free upgrade for making me wait to give me one of the cars already on the lot! Meanwhile I waste 15 minutes and am now running very late for work and need to rush over to Enterprise.
Melanie at Enterprise couldn’t have been nicer, appreciated the business and had me in and out in less than 10 minutes! For my services from now on, Enterprise is definitely getting my business!
Kinda funny… Being a Hertz Gold Club Member you’d think all locations are the same — and I’ve rented from quite a few… I have never seen a location so poorly run, such inconsiderate employees, and I honestly won’t set foot in this one again nor recommend it.

The Hertz Rep is so helpful and friendly.
He didn’t try to sell me any unnecessary services. AWESOME!
The branch is relatively small — I don’t mind.
The car seleciton is quite good. But you need to reserve in advance. NO LAST MINUTE.
I definitnely will come back if I need to rent a car in the future.