8.0 Excellent14 May 2019
Pros: Friendly staff and drop off was very easy
10.0 Excellent29 Aug 2018
Pros: Outstanding customer care
4.4 Okay7 May 2018
Pros: The car was pretty clean. The drop off was easyCons: I had to wait over 30 mins to get someone to help me. They only had 1 car I could choose from and the car I got sucked
7.6 Good8 Apr 2018
Friendly but....Pros: Staff was very friendly and made a switch in vehicles on a moments notice for us to a more acceptable vehicle. The second vehicle was a pleasant and welcome surprise.Cons: We had a reservation for a "Mid-sized" SUV for 0700. We got there 15 minutes late, waited in line for 5 minutes (no problem), and then had to wait for 5 minutes while they cleaned the car!!! I guess the reservation did not mean much as far as time. The more important issue was that they assigned us a Chevy Trak - which is a very small SUV. I don't know how anyone could remotely consider it a "mid-sized SUV." To their credit they switched us to a Nissan Rogue - which was a very nice "mid-sized SUV."
2.0 Mediocre3 Apr 2018
DissappointedCons: I arrived for pick up only to learn the office closed at the time of the prepaid reservation. How can a reservation be approved for a time when they are not available and no mention is made when the money is charged??? The rep was incredibly short and provided no assistance. Though the office was open and the computers still one, she stated that her system was down and I was late for my vehicle pick up. I requested to pick up the car on their next business day and she stated the reservation was lost. All about business and taking your money. No concern for the mistake made on their end for allowing the reservation and making no correction/mention when the money was charged. There were 3 other customers there receiving support, but somehow while my car should've been ready for pick up, I was denied. Will never rent from Hertz again.
6.4 Good25 Mar 2018
Understaffed OfficePros: Car was comfortable and spacious for a family ski trip.Cons: The Walnut Creek location was understaffed on Saturday morning for both my pickup and return. Waiting 30 minutes for reserves car pickup is not acceptable. When I turned the car in, they needed to use My car to drop someone else off (who had been waiting at least 20 minutes for a one mile ride) and didn’t bother to close out my contract! I didn’t realize this until I received another credit card charge the next day and called the National Hertz number. Please staff the location appropriately so your customers don’t have a very poor customer service experience.
10.0 Excellent23 Mar 2018
Great servicePros: Was all good and very well explainedCons: N/A
5.6 Okay11 Mar 2018
Non-working hertz supportPros: The car itself was fine; only minor things: I expected that full-size car in the US would have had navigation, parking assistant and climate control, but it had only AC and B/W screen.Cons: There was a big misunderstanding with Hertz support. From their rental terms & conditions it is said that in California Hertz will provide statutory minimum liability insurance for international customers, but at the counter and 6-7 different people in support couldn't help me with that. I didn't understand the difference between the minimum insurance and LIS (liability insurance supplement) and I was really disappointed that they could not provide me the promised insurance. I thought I didn't have insurance at all, tried to buy it from third-party insurance companies (with no success), called American friends for help etc. It seems like their support cannot work with non-typical cases. In the end, it went fine (thankfully, I didn't need insurance), but for few days I was really angry and dissatisfied and didn't know what to do.
4.8 Okay30 Jan 2018
Terrible rental experience!!!Cons: 1. Car wasn't ready when I arrived. I was told that I would have to wait for the vehicle to be brought from another city. I waited 30 minutes or so and still nothing. The lady called and asked what is going on with the rental and she told me that "the drivers are old so they are taking a bit longer to arrive". That was inappropriate and unnecessary. 2. I rented the vehicle for 4 days but was charged an extra day fee and a late hour fee for returning the vehicle 2 hours late. When i spoke with the clerk she said "sorry I'm new here and there's nothing i can do, but you can call customer service. I sat on the phone waiting for customer service for 30 minutes without being answered. So, there goes half of my deposit, and customer service obviously doesn't care about answering their calls. The level of unprofessional-ism during this experience is unbelievable. i would love someone to contact me regarding this experience because who has 30mins+ just to sit waiting to be heard by customer service?
10.0 Excellent27 Dec 2017
Hertz is awesomePros: The whole experience