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October 2023 by Fayethe Vongsouvanh
I was very hesitant to pick up a rental from this location after seeing the reviews here. Overall my experience was better than I expected, but worse than any other Hertz experience.After reading numerous reviews about having to wait for vehicles, I decided to pick up my EV rental an hour late to give the team time to ensure my vehicle was ready. When I got to the counter, there was just one employee and I had to wait a half hour for the family in front of me to rent their vehicle. As someone who is a loyalty member, had the app downloaded, and was picking up an EV, there is no reason I should have waited at all. Even the app and emails cited that I should have been able to go straight to the vehicle, but staff informed me I would have to wait at the counter - behind a family taking an hour to book a vehicle - just to receive a slip of paper to show to the valet (who I had to pay) to get the EV I reserved several weeks ago.The valet staff were great, and the car was near immaculate with a full charge, but the pickup experience and additional fee to access the vehicle is ridiculous and not in line with a typical Hertz experience. I do not intend to rent from this location again.
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September 2023 by Pete De Acetis
Stay away!Took almost an hour to get the car we had reserved months before. One agent and the computer system kept crashing. Plus she was more interested in texting on her personal phone than helping customers.Car had numerous issues from the check engine light, cruise control didn't work and one of the tires kept going flat.
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August 2023 by Gellert Mezei
Horrible experience :( Although we made the reservation a week earlier, the car wasn't ready for pickup at the reserved time. Had to wait 1.5 hours for the car, and missed important appointment due to the long delay. The agent was extremely rude with everybody (there was a very long line, we were the first to arrive and witnessed how others were treated as we were waiting) and made the whole experience feel like we were in a third world country (despite being at the Marriott Marquis hotel in San Francisco). Also, we had to pay an unexpected, additional mandatory $20 fee to pick up the car from valet parking. After 1.5 hour of waiting, we received a beat up car that was not the type we reserved, and had the air conditioning broken. Later that day we had to drive in 98 degree F weather... Overall, the most disgusting and stressful experience we've ever had with a rental company. Cannot believe that a company in the US allows such things to happen, and expect customers to accept it.
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July 2023 by Isak Advic
Terrible experience all around. When I made a reservation a month prior to the pickup date my car wasn’t ready.!!! Don’t use hertz
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April 2023 by Samantha Walsh
Avoid at all costs. We made our reservation at this location thinking we’d be able to pick up our car and go, but like many others who have written reviews we were told there were no cars available and the rep directed us to another location. No phone call, no email, no notification at all letting us know that our car wouldn’t be waiting for us - even though we had a confirmed reservation. We were on a tight schedule and are very late to our scheduled event. Very frustrating for us to experience, but even more frustrating that Hertz operates this way and clearly continues to put their customers through this terrible process.
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April 2023 by Sammie Nettleton
Avoid at all costs. We made our reservation at this location thinking we’d be able to pick up our car and go, but like many others who have written reviews we were told there were no cars available and the rep directed us to another location. No phone call, no email, no notification at all letting us know that our car wouldn’t be waiting for us - even though we had a confirmed reservation. We were on a tight schedule and are very late to our scheduled event. Very frustrating for us to experience, but even more frustrating that Hertz operates this way and clearly continues to put their customers through this terrible process.
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April 2023 by Adnan K
Poor customer service. I booked an EV rental for one day. When I was picking it up, they told me a $20 pick up charge would be added. They said none of the third party sites (eg Kayak) show this charge, which made me wonder why they don’t bother reaching out to their customers prior to the booking to let them know in order to avoid surprises at pick up.In addition, I was told that they would be adding in a temporary Charge Purchase Option of $35 that would be refunded as long as I returned the car with 70% charge or more. I picked up the car with 71% charge and returned it with 76% charge. They decided not to remove the charge and are telling me that it’s a non-refundable charge. If they had explained this during pick up, I would not have charged the car.I’m surprised that earning extra $ by misleading customers is more important than providing proper customer service.*Updated to 3 stars*I received a response from Kim who was able to get the Charge Purchase Option refunded. I appreciate the principle more than the amount and encourage full transparency with all customers to avoid surprises.
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April 2023 by R P
I reserved a car from this location and the price was confirmed on several occasions. Imagine my surprise when they said there is an additional mandatory $20 fee just to have the car brought from the garage. No option to get the car yourself and avoid the fee. Just give them $20. Seems like a scam but this is Hertz for you. They have been known to put their clients in jail for false reasons so I guess it’s not surprising they are going to scam you for $20. Highly recommend you rent elsewhere.
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February 2023 by Saloni
The WORST customer experience I have ever received at any car rental service. They make you wait for 30 mins to get your car to you. They don't understand the customer's sense of urgency & try to help & problem solve your request. They'll throw shade at you saying you didn't come to pick your car on time and are quite impolite.
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January 2023 by Jeremy Singh
Booked a car . Confirmed 3 days before pick up . Got there and was told that they are no more cars . Dispute the website still showing cars available at the location . The difference was that the cars are suddenly 3x the amount I booked for
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December 2022 by Jonathan Adler
Booked a car for 12/11 on Priceline. Went to hotel to rent and waited in line for 15 minutes. Clerk was advising everyone there are no cars available for 1.5 hours. She takes my card and tells me their new card reader cant read priceline rewards Visa card and 100% refuses me service. After she takes care of four other customers, we called priceline to see if they could sort it out with their vendor. Clerk pretends to use their old system and acts like the card now works while priceline rep is on speaker. She tells me I have to walk 10 blocks to get the car but she will still charge $20 valet fee. I get to then next location (another hertz) and after about a half hour of nonsense the new clerk also tells me there’s still no car available for the next 1.5 hours and that their reader at this location doesn’t read priceline rewards card. I just cancel priceline and ask them to refund my insurance premium at this pointDon’t book here ; garbage customer service, unreliable and shady fees
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December 2022 by Daniel West
These reviews must be for another location. In and out in less than 5 minutes, quickest and easiest car rental I've ever done.
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December 2022 by Jacopo Sala
DO NOT RENT a car from this location!!!!! You book a car and it’s not available… and there is a $20 fee for the valet.. very very bad experience.
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September 2022 by J Choi
Unlike others, I had a very positive experience at this Hertz rental. The lady at the counter patiently answered my queries even when she is about to go for her lunch break. Rented a car (Mazda CX-9) for 8 days and I have no problems with the car. The car was clean when I collected it. Although there is a $20 fee for valet service, the convenience of picking up and dropping off is beneficial especially if you're staying nearby or wishes to drop off outside office hours. No unexpected charges in my final bill, so all is good!
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September 2022 by stephen allen
Don’t do it to yourself. Booked months in advance but told no cars available and a three hour wait. Close this office if you can’t run a business.
