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October 2025 by Ken Doyle
Absolutely terrible customer services . Never do any business with the Napa Hertz offices . Do yourself a favor and completely ignore Hertz for rental cars .
Management … instead of posting a typical response to a customer’s review … tell us what you’re going to do about the situation . Please be proactive and initiate change .
Please see the number of poor reviews vs the good ones … obviously the public is NOT in favor of your company . Management assessment of poor customer service should be addressed immediately .
Everyone look at the response from management … their answer is always the same . They just don’t give as damn about their customers . Please do not do business with this horrific excuse for a business . They ought to be run out of town on a rail . Complete lack of genuine respect.
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September 2025 by Matt B
Do not rent a car from these scam artists. Booked months in advance and paid in advance then got a message the day of the rental that I would have to pay more because they did not have the car available that I booked. Just an FYI if you have already rented and they try to scam you, the owner will threaten to call the police on you and he also will say you cannot get your money back but you can just contact your credit card company and file a dispute and they will refund you. Hopefully Hertz will pull his franchise license.
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July 2025 by tatiana fernandes
I never do reviews but this experience was worth bringing to light.
I rented a car from Hertz, Napa via online. It was supposed to be big enough to fit my family. For some context, I am an active duty service member with severe PTSD due to my last deployment and I have a service dog. I will say I had a great experience with Steve, because he let me into the store early and worked with me to find a bigger car (even though they did not have any available). I really appreciated that he helped me adjust my original order, which was my own error due to not reading the small print of the details of the car size online. That was completely on me and I take responsibility for that. I really, really commend Steve, because he worked with me and was so professional, he made pick up a pleasurable experience. The problem happened at time of drop off, I did not realize at the time that there was a clean-up fee for service animal's hair. Which also, again, on me. I probably should have just cleaned it up but I did not realize it would be $75 extra dollars. My husband went to drop off the car off today for me And came into contact with a Hispanic male (I did not really speak to him while picking the car up so I don’t know his name). When telling my husband there would be a fee for the dog hair, he then asked him how much he would like to pay for the clean-up fee. I felt that was not professional, Due to the fact that if there is a fee, it should be explained. The Hispanic male went on to tell my husband that he spoke to me about having a fee for pet hair. That legitimately never happened. I do not like my integrity being questioned in that way when what he said was absolutely untrue. I will admit I should have cleaned the car but I again, did not realize this was something they charge such a large amount extra for. I do completely understand there being a fee but a conversation beforehand could potentially help the next person. I still appreciate Steve for all the stuff that he did (he was not the problem whatsoever). I do not appreciate the other male saying something about me that never happened. All in all, I was happy with the car. I was happy with the help that Steve gave me. I hope that this can be a learning experience for anyone else going through this.
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June 2025 by Stephen Mok
Had a great experience with Mike today. He was professional, communicative, and no issues with the car!
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June 2025 by Kenneth Richardson, Jr
Didn't have the car we reserved. Only had a smaller car that wouldn't fit the luggage for the 4 of us. Back seat passengers had to sit on their luggage. Emailed Hertz my complaint. No response.
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May 2025 by Douglas Hong
terrible customer service. too much attitude and unprofessional.
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April 2025 by Jeremy Arrington
Great customer service and hospitality.
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March 2025 by Becky Anderson
Horrible experience all around! My vehicle was not ready to pick up, the vehicle was dirty and smelled like cigarette smoke. I was supposed to be picked up from a local autobody shop to pick up this rental. I waited over an hour until finally giving up and getting my own ride there. When I got to Hertz my rental car was not ready. They told me to come back in eight hours and hopefully they would have a car for me. I called to complain about this, nobody answered the phone and nobody returned my phone call. At the end of my reservation, they charged me a $200 cleaning fee because they said the outside was dirty. The car sat outside at a local autobody shop for several days before the picked up the car.
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March 2025 by Nico Ruiz
Booked for. Car and all they have was a truck and it was given Dirty😡 customer care was ok but they should have what they offer on line it’s just a waste of money and time
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November 2024 by Antoine Jubault
I've booked a car online with a pickup at 4pm, the office was already closed at 3:55 I wasn't able to pickup the car I've already paid for and nobody answered my calls...
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November 2024 by Masi di Rufina
I generally don’t like to leave bad reviews, but unluckily I have to make an exception. I booked a car… just to find out they had none available. I booked it the night before, I showed up at 8 a.m. because I needed the car in the morning, just to hear the employee telling me they had no cars available (their excuse: I booked the night before, so too late. Many other car rentals in the area had cars available on the spot).
I am really sorry to say that… avoid this car rental in Napa, and in future I will not book another car with Hertz.
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November 2024 by michel'le draughty
I can’t speak for other locations but the Napa one is by far the best. I literally pass up several other locations just to patronize them. Mike is phenomenal, he’s always going above and beyond to ensure that I am satisfied with my rental.
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October 2024 by Trevor Carter
Just all around terrible. The manager had the one employee running ragged while he sat and watched. It took me nearly an hour to pick up a pre-arranged rental.
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September 2024 by Veronica R
Don’t waste your breath on this place! I rented a car using Uber’s car rental feature and this place was a total fail. Crappy customer service, and they didn’t even have any cars available for my pick up time. I was told to just wait in their lobby until a car turned up. Who has that kind of time!? Their business model is complete garbage. You are way better off renting through Turo.
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September 2024 by Liz Vargas
Just spoke to regional manager Mr Damar to help locate the vehicle towed with my mom's possessions. I secured the vehicle from being stolen. I wanted to kniw where the car was towed to to get items and return key. He constantly interrupts . He was unprofessionalnal assisrsnce not helping me where the car is and Said he didn't care about the key returned keot talking about the claim issues. My mom passed away in the car I just want the items! Cold hearted company. Especially the regional manager who only cares about the car instead if human beings . DOES NOT CARE LAW ENFORCEMENT GAVE ME PERMISSION TO EMPTy AND DO WHAT I NEEDED WITH THIER PERMISSION.
