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January 2024 by Siian X.
I had one of the worst car rental experiences and it was not acceptable, especially for a Gold Plus Reward member.I arrived on time at 11 am on 1/24/24 to pick up the rental. I was not helped until one hour later. The manager was helping a customer for a long time and just when he was able to finish up, another person came in and cut in front of us and he did not even acknowledge us before proceeding to help this person. At that time, I was losing my patience because it was like 40 minutes in. However, I decided to just keep it calm and continued to wait. After finally finishing up with that person who cut in front of us, I was told by the manager that I needed to leave the office as he needed to lock the door because he needed to take someone to the car wash??? I was so shocked and when asked how much longer it would take, he dared to tell me that it would be done when it is done. Again, no apologizing or acknowledging that I have been waiting for a long time. I followed up again and asked how long we would have to wait because it was about one hour past my supposed pick-up time. He was just like give me a second and then he left. After he finally came back, he still had to wrap up with someone else and finally, it was my turn. Still, no apologizing or acknowledging that I have been waiting for over an hour. He then told me that they didn't have any small sedan, which was the type of car I reserved. The smallest car they have is an SUV.... I was not used to driving a larger car and that was why I reserved AHEAD of time online for the type of car I wanted. I guess reserving the type of car is meaningless because the website is definitely not updated and will not guarantee you the car you want. At that point, I was just trying to go because I did not anticipate it would take that long. Afterward, guess what? He told me that he would need to take that car to the car wash??? Shouldn't this be done before the customer came or at least you could have planned this car wash while we waited there for AN HOUR. After the car wash, it was 12:40 pm. Thank you so much for wasting 1.5 hours of my time.This is unacceptable. First of all, Hertz should have one more person work there as he clearly could not handle the amount of customers at that location. Second of all, please have better training in customer service. At least have a better attitude to us who have been waiting for over an hour and cut in line and I wouldn't be this pissed. This got to be one of the worst Hertz experiences I have ever had.
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December 2023 by Stacey A.
If your main job is to provide customer service, and instead you are rude, dismissive, confrontational, and condescending towards said customers, you really shouldn't be in a customer-facing position at all (I'm talking to YOU, Sawtelle employee Anthony Meighan!)A bit of background: I am a loyal customer of Hertz. While my car was in the shop, I had rented a car from the La Cienega Hertz location. But while I'd originally rented from La Cienega, when my rental concluded, I needed to return the car to a branch closer to my body shop (eg, Sawtelle). At around 1:30 pm, I called the La Cienega branch to request an early return (by two days), and to return the car to Sawtelle instead of La Cienega. However, rather than my speaking to someone at the La Cienega Hertz branch, I was routed to a central Hertz customer service representative via an option on the automated menu ("if you'd like to return a car to a different location, press 4"). After an 11 minute hold, the rep told me that he had arranged for a refund of $60 due to my returning the car 2 days early, and had annotated on my account that I could return the car to the Sawtelle branch. Great! I then drove the rental car to Sawtelle. When I arrived, I let the man behind the counter know that I had already called Hertz to arrange to return my car to a different location (Sawtelle) than where I'd rented it (La Cienega), and that I'd been promised a refund of the 2 unused days by the customer service rep on the phone. But to my surprise, the man behind the counter sneered at me and shook his head. "Your contract says you can't return it to another location." Confused, I showed him my phone screen that clearly documented my 11-minute call with Hertz, and repeated that the customer service rep had told me the opposite (and had said that he'd annotated my account accordingly). In response, the man behind the counter retorted "that's not our number - you called La Cienega!" I repeated again that I had spoken to a central Hertz customer service rep, who had said he had annotated my account with what we discussed. I was speaking assertively and firmly, but nevertheless politely, simply relating the facts of what had happened. To my astonishment, the man behind the counter raised his voice and adopted a confrontational posture. He said, "From the moment you came in, I saw that you had an attitude. I've been doing this a really long time. I told you that your contract says you can't return it to a different location. Enough with the attitude."To be candid, I was completely floored. I asked him whether he was accusing me of lying about the phone conversation I'd had with the Hertz rep. He sneered at me again, and repeated, "I've been doing this a long time." Offended and upset by this man's unnecessary rudeness, I asked for his manager's name. He retorted "I AM the manager." I then responded that I planned to escalate to his area manager, and asked for his (guy behind the counter's) name. But he refused: "I don't have to give my name to you," he spat. So instead, I snapped a couple of photos of the man. Shaking from how I'd been treated at the Sawtelle branch, I then drove all the way back to the original La Cienega branch (several miles away). There, I had the opposite experience that I'd had at Sawtelle: General Manager Mr. Jacobo and branch manager Christina Rodriguez treated me with the utmost courtesy and made me whole, giving me the credit I'd been promised by the central customer service rep on the phone. Mr. Jacobo also identified the man behind the counter at Sawtelle - Anthony Meighan - from his photo, then gave me the district manager's contact information. As soon as I got home, I contacted the district manager to file a complaint about Mr. Meighan. Moral of the story: There is NO excuse for treating a customer the way Mr. Meighan treated me. Good customer service *never* means:- Sneering at your cu
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November 2023 by Nat Pat
This was by far the most disgusting experience I’ve ever had.I booked a large van, so my family of 6 can Drive. down to family weekend to visit my son as a first year freshman and UCSD it’s over 100 mile drive.At 5 o’clock PM the night before I received a phone call from Hertz saying that they don’t have any cars. I told him I don’t understand I made a booking I paid for the booking. They told me.“ I don’t appreciate your smart remarks” and that I should’ve booked far more in advance. That he would consider calling the company to make sure I don’t get charged a no-show fee.I said I don’t understand what are you talking about a no-show fee? How am I supposed to get to my plans tomorrow? To scramble around Friday 5 PM to find a large car tomorrow at nine in the morning, for a Saturday morning.He told me once again “ I don’t appreciate your smart remarks” in the most vile voice and hung up on me.It was the most vile thing I’ve ever experiencedInstead of a customer service rep, apologizing and saying that it’s a flaw in their system and that he’s so sorry, he had the audacity and the gall to tell me that I should’ve planned more in advance, and that he doesn’t appreciate my smart remarks.This is unbelievable
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October 2023 by Hamarz R.
Antoni was professional with good attitude and amazing personality I recommend this location to everyone i tried many hartz locations but this one they are the best thanks antoni
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October 2023 by P. O.
I made an appointment but no one was available to help me since the office was closed at 1 pm. Waste of time.
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September 2023 by Mark Lee
I'm President Circle member. Booked my reservation and had confirmation. I am on vacation in LA and need my mini-van rental car for my group of 6 people. Less than a day before picking up the car, I got a voice message from this Hertz rental office that you have NO car for me!!! terrible. I'm on vacation and had to deal w/ your last minutes cancellation of rental car. & you were suddenly cancelling just less than a day before pickup. The voice message was rude too... simply stating you don't have car and will just cancel my reservation. I need to go book somewhere else. TERRIBLE. This is the worst rental experience ever! I tried to call the Olympics Hertz office and they don't answer. Wait on line and then hang up. Call your 800 # and it was long wait and the agent was useless... no car available. then told me they would compensate with a coupon for 1-day free rental in future? What's the point of such compensation?!! ridiculous. Asked to speak w/ a manager and waited 15 minutes... still no luck. RIDICICOUS. I just had to hang up since alreaady spending too much time during my vacation to deal with this. Now, just going to uberXL around (I need minivan for my family of 5).
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September 2023 by Philip
Antoine is smart, friendly and efficient. None of those skills can be trained. You have them or you don't. Thanks for processing me in and out so quickly and into a clean car! I'll use this branch facility again.
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July 2023 by X Z
booked online.1 hour before the pickup, agent called saying no car available and ask us to call customer service to cancel the reservation or will be charged.
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July 2023 by Emerson P.
Always calls you to say they don't have any cars last minute though when we called the corporate line they said they do have cars. On top of that Jeff, a representative on property said " it's not my job to figure it out" and hung up the phone on me. Tried calling back and won't pick up the phone
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June 2023 by Rebecca L
The best customer service !! My morning was so stressful dealing with my car accident and they took COMPLETE care of me the sweetest man there Anthony needs a raise or his own company he understands how to work with everyone from evil insurance companies to very upset people like me. I left feeling so cared for and the car is soo nice. I had heat seaters !! 10/10 experience thank you so much
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June 2023 by G. H.
Overall: Surprisingly fast, easy, & cost effectivePros:Reasonably priced (I booked through Priceline)Very fast to pick up & drop off - no hassle! (less than 10 minutes each)Friendly staffNo problems with the carCons:Priceline lets you book a pickup time that is exactly when Hertz closes. (Entirely nonsensical, Priceline!) (The Hertz folks called me a little before my 5pm pickup time to remind me they close at 5pm. Would have appreciated a little bit of an earlier call but it's better than nothing.)Both staff I encountered were great, but extra special shout out to Anthony! Thank you for helping change my dread for having to rent a car into a surprisingly pleasant experience. :)I'm really glad I didn't go with the cheap airport-only option where you have to wait for hours & hilarity ensues. Thank you yelp for the reviews and saving me from that fate!
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May 2023 by Ana Galaviz
Thank you Anthony for all the help. We had an amazing time in LA. I appreciate Hertz for the amazing service you provided us. Drove from San Francisco to LA, and decided to rent the car two more days.
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March 2023 by Antonio Nevada
This place will not honor my reservation, an inconvenience to me. Apparently I'm not alone today regarding this.
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March 2023 by Matthew T.
Please save yourself and do not rent from this location. I arrived to an empty and locked office today. I waited in the rain for 35min before someone showed, unapologetically...then informed me the vehicle I reserved was not available. Hertz needs to better vet their employees/managers/franchisees.
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February 2023 by Tony N.
They didn't honor my reservation and give me a replacement car for the same cost and this was for a Tesla
