June 2021 by Party C.
this place is so UNRELIABLE! this person name "Ben" called one hour before my pick up time saying the car was not ready yet he promised to have it ready before 4pm with a promise call for me to pock it up I told him very clearly that I need it before 5:30pm. Well he never called back when I get to this place he was gone for the day! I keep calling to the number he call me from and my call was never answered. very disappointed situation.
March 2021 by Ed L.
The 5 stars are for ONE PERSON, Cindy. She was so professional and polite I thought she was the manager. However. and this is not her fault, the car was not properly cleaned, there was a leftover kind of deodorant in the center consul and I suspect the car was not sanitized I would also like to give a big fat ZERO to hers for allowing me to make a reservation on Expedia the night before I think of the car but when I got to the rental car counter to pick up the car they told me I was on a Do not rent list! How on earth would they allow a reservation and wait till you get there to tell you they will not give you the car? This is why this company is in so much trouble. They should've not allowed me to make my reservation, no tell me when I get to the counter that I am not allowed to have a car! And it turns out I was put on the do not rent list because of a toll charge $1.73 from six years ago! After adding is there a strata fee and a collection fee that $1.73 toll they came $38! Can you imagine that?
December 2020 by Suzanne S.
Our car smelled so heavily of pot, we nicknamed it the dope car. We actually felt nauseated while driving. How can they not notice this when cleaning before! We had our grandkids and had to explain to them. My son, who rented for us, spent 15 minutes searching for the stash which he swore must be there somewhere! I called 6 times, was directed to India, no call back from Hertz as promised. Was on hold with emergency roadside service for 45 minutes, which was their only suggested # to call, since all local numbers were rerouted out of country. After visiting hertz office on return of car, the said sorry and gave me a $30 certificate for future use! I cannot believe they think I'll ever use them again. Totally unresponsive to any calls made, in my case 7 calls.
September 2020 by Skylar H.
I arrived to pick up my Reserved mid-size SUV the Thursday before the Labor Day weekend to be told that there were no SUVs left in the Orange County area. I was offered a sedan, but I needed a SUV. I asked if the John Wayne Hertz might have one I could trade with and if they could call to double check. I was told they could not call over to them?? So I asked to "rent" the sedan for 20 minutes to drive over to John Wayne to see for myself. The airport Hertz did not have any and they were frustrated that people kept getting sent over to them. Clearly, a chaotic weekend was already happening. I drove back and returned the car and got the charge voided. They kept saying it was a busy holiday weekend which I replied, "I know that's why I booked a month in advance and yet no one contacted me to inform me of the SUV shortage". They said my # wasn't on the booking to call me, but my email certainly was. Overall, a very frustrating experience. Please be weary using Booking.com and picking up at this location.
June 2020 by Rob W.
I will never use Hertz for a rental car. EVER!!! If I had thought about checking the reviews a head of time I would not have made reservations with Hertz.My daughter's high school graduation was a drive thru ceremony due to the corona virus. I wanted to do what I could to make her graduation as special as possible. So I made a reservation for a Ford Mustang convertible or similar. I made the reservation Wednesday morning, for pick up Thursday at 10:00 a.m. I received a confirmation number. I wake up Thursday morning all excited to go get the car and surprise my daughter. At 8:45 Thursday morning I get a call from Cynthia letting me know that they dont have a convertible at there location and there was nothing they can do but put me in a different car. NOT a convertible. They had all day Wednesday to find a convertible. but NO they wait til I am on my way to pick up the car to let me know that there is no other convertibles at any of their locations.
January 2020 by Brittany J.
I had the best experience here today ! Ben was awesome and provided me with amazing customer service and a beautiful car to drive home with! He was fast, efficient, super friendly and made sure I would be driving something similar to the car I usually drive which was awesome to meet my needs . Also I would like to add Cynthia who was always efficient with calling and confirming my appts and very nice. Thanks for the positive experience Ben!
November 2019 by Bree Judd
i had a interview btw have fun looking for parking
October 2019 by Andru K.
The staff at Hertz is Amazing. Cynthia has been amazing making sure I was cared for. She understood my current situation and guided me to be successful with balancing my work and personal car being in the auto shop. I had the car for an extended period of time and she secured the extensions and was a big support. Her care was amazing. Hertz rental service at this location was a big support and pillar to getting my situation in order. Cynthia & Jesse are amazing and I am totally in appreciation towards their assistance and care.
June 2019 by Ngoc N.
I was nervous about hiring a car from Hertz at MacArthur Newport Beach due to really bad existing reviews. I decided upon Hertz at MacArthur as they gave me the best price for a VAN. I was nervous for no reason as the entire experience with Jesse at Hertz was fantastic!! I walked to the Hertz office inside Renaissance hotel at Newport Beach and within few minutes Jesse had taken my details, explained the insurance options, gas options in detail, which eased my mind and took me out to show me the car and all I had to do was sign for it (I had already paid online). A few minutes later I was driving out of the rental parking with a copy of agreement. Jesse was super kind to explain to me cheap gas option for AAA membership. During my trip there were no issues at all. The car was flawless. When returning the vehicle it was just as smooth as when I picked it up. It was a pleasant/smooth guy to work with after such a long, tiring drive. Everything went better than I expected it to go and I can't wait to rent from this location again. Very helpful staff all around from counter to pick up to drop off, great vehicles, reasonable prices and very respectful of time. Overall 5 Star experience!
June 2019 by Neha G.
Worst customer service. It was a complete mistake booking a car in this location. Employee knows nothing and doesn't help in anything.
June 2019 by Honest R.
The employee Jesse was awesome!! Super nice , fast, efficient and professional! He made everything extremely easy for us even though he was working alone and extremely busy. Usually when companies say they'll call us back, they never do but he called us back right away. Now our family is nice and comfortable in a bigger car for our trip
May 2019 by Tara F.
I wish I could give 0 star to this location's customer service! I had the worst experience dealing with the customer service here twice! First off this location is a small room inside Renaissance Hotel. If you reserve a car through carrentals.com or other third party websites, no direction is given. The first time I reserved a car from this location I had to look around the area and finally a guy told me this location is inside hotel! This review is specifically for Jessie! He obviously does not know how to do his job. I booked a car for a Saturday pick-up at 10am. There were 4 ppl ahead of me in the line, all for 10am. No one from Hertz was there. The other customers told me when they came no one was here either, apparently they went out with a customer. We waited for 10 minutes. Jessie came. The first guy in the line was told by Jessie that there was no car available for him although he had reserved a car a night before. Poor guy left and was so nervous b/c he had to look up for a new car and def for a higher price. At 10:50 it was my turn. This guy, Jessie, said sorry we do not have a car for you too! I already prepaid the reservation. I said what do you mean? He goes we do not have any car! We're sold out! I tried to call you and let you know that we are sold out but your phone number was wrong!!!! We only have mini vans! I was like what are you talking about? I reserved this car on Tuesday and today is Saturday! How come you could not contact me via email or arrange with other locations to get a car from them???? Why did you advertise that you have available cars?????This is ridiculous! He goes, there was no email and we can't get car from other locations! I said this is your fault I don't care! I need to be at a place in LA at 2. Call other locations in OC. He picked up the phone and called 2 locations, he told me he talked to ALL locations and none of them had a single compact car and all locations had MINI VANS! At the same time I checked other locations online , (john wayne airport and tustin) all had compact cars but for sure, for higher prices!!! He goes this is the only option you get a mini van, or get mini van drive to John wayne and exchange with other car! That's it! This is exactly after he said all other locations have only mini vans! I said there are lots of cars online . Get me an UBER to drop me off at those locations and give me a car. I am afraid of mini vans, it's dangerous driving for me as a petite person. He ignored me. Multiple times. He then said next customer. He preferred to ignore me and talked to another customer who actually needed a mini van! I called customer service number. The whole story took about 2 hours! At the end the Hertz customer service rep on the phone, who was really polite and helpful, arranged with a guy at airport. They made me drive a mini van, to the airport and exchange it w/ another car. Jessie wasted my time, energy and ruined my Saturday! He is the rudest person I have ever seen, he was constantly ignoring me when I was talking to him. Another time before the recent awful experience, I got car from this location and dealt with this guy! They gave me half tank, without telling me that it was half, and I returned almost full tank and Jessie again ignored me and said this is your fault we cannot do anything for you! I don't know why you keep this guy as your only customer service rep here! Shame on him and shame on Hertz if this rude guy represents you!
February 2019 by Chris G.
make a booking two weeks ago, on the day of the rental they told me they over booked they should be ashamed !!!!!!!!
December 2018 by Phoebe N.
This place is horrible! I made a prepaid res I for 4:30pm 12/24. They didn't even notify me that they'll be closed early at 3pm. Instead they took my prepaid $$$ and reservation at 4:30pm 12/24! I got to the location at 4pm and the place is already closed! Are you kidding me!!?? I called Hertz customer service and the representative told me they can't do anything about it since all other locations are sold out! Are you serious this is totally your fault! You should've notify your customers that you'll be closing super early on 12/24! Even yelp said you're close at 5pm! Never again will I ever rent with Hertz again!
September 2018 by Norma P.
rented car in May from Hertz at SNA airport car was checked and had no damage 3 months later Hertz sends me a bill for $349 for damage on door!!!I It is a lie!! Insurance company and chase used for car rental fees says..only 60 days after day of rental Why did they wait 3 months?? Never again Hertz gets my biussiness