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March 2024 by Dave C
This is the second time I tried to rent a car at this location. Second time they didn't have the car that I ordered and I ended up taking an Uber home. Never again. I would never recommend this hurts location or hurts in general they suck
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March 2024 by Conner Garrison
The staff here were rude for what was supposed to be a simple car rental for 1 day. I had an employee perk that allows me to get a rental car from hertz at a small discount. The moment I showed up it was their goal to not let that discount happen - we are talking like $10-20 off not a free rental by any means. It’s unfortunate how hertz management can allow the staff to be motivated by anything besides the customer experience.
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February 2024 by Les Sarantinos
Booked the car acouple weeks in advance. I showed up at the counter (on a very rainy day) gave them my name as was immediately recognized as a president member. They gave an upgraded vehicle...brought it around the front to avoid the rain down pour....I was in an out in less then 10 minutes. Fast an efficient.
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February 2024 by Tyler Ford
Like me, you’re probably seeing all of these low reviews for Hertz and thinking “they can’t be that bad.”They are. The staff at this location are rude, inconsiderate, abrasive, and completely disrespectful. The headache isn’t worth the extra few dollars you save here (there’s a reason they’re cheaper than everyone else). Go to Enterprise down the street and pay the extra, trust me.
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January 2024 by Walter Santos
A bad experience as a tourist, I made a reservation for a family trip and a few days later they told me that there is no vehicle available... it's been more than 10 days and they haven't given me a refund... they only send me emails... very bad service and no commitment to the customer
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January 2024 by Abra Durjan
Customer service is not a word the employees at this location understand. Based on other reviews clearly I'm not the only person who has had a horrible experience. So bad I can honestly say I will never rent a car from Hertz again. Do yourself a favor and stay far far away.
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October 2023 by Megan L
I travel with a service dog and had a one day car reservation with this Hertz location. Upon entering the office, they told me to wait outside, as they are allergic to dogs. I told them my dog is a service animal, and I have the paperwork to show them. They proceeded to tell me to wait outside, then told me they don't have a car for me (even though I had a reservation). I was suspicious.Bottom line - they broke the law regarding ADA, and I told them so. I relayed my experience to Hertz Customer Support just now. I won't drag ADA into this just yet. I'll give the staff the benefit of the doubt of being uneducated as it relates to ADA policies, but they do need to learn the rules. It is against the law to bar service animals from any business establishment. I went to Avis (less than a mile away) and got my needs met. They (Avis staff) were great.
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October 2023 by Maurice Pollard
My insurance company secured my rental with hertz. Allowing for $35.00 per day toward a rental... When I spoke to the person I agreed to add $7 a day for additional insurance. This brought my total to 42.00 per day confirmed by the sales person.. When I turned the car in, Hertz presented me with a bill for $3700 dollars. My Insurance company for the previous month paid $1026. The sales person stated that I ordered or checked the boxes for additional insurances. Why would I? I remember the salesperson calling me to confirm the boxes I at that time declined those charged however he ignored my response and when I turned the vehicle in he charged my card $3700.00.. By the way when I left the Hertz office the Latino salesman, the manager was laughing at me on the way out. I was furious. Have yet to resolve this matter... There should be an investigation of this Hertz office.
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October 2023 by Margo Leardini
Would give zero stars if I could. I reserved a car (for tomorrow) 8 weeks ago and confirmed yesterday that all was in order. Today, I receive a call that there won't be a car available. I drove down and literally saw the car I reserved sitting in the lot. The rudest employee (older man with serious anger issues) told me there is nothing he can do because someone else reserved that car. Flashbacks to the Seinfeld skit at the car rental counter and the ridiculousness of having a confirmed reservation but no car. Or, in my case the car, the reservation but some bogus "other person" who is allegedly going to rent it.Sigh... Avis at Oakland airport to the rescue. This employee at Hertz San Rafael should be fired. He is an aggressive bully. Will never rent from Hertz again.
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October 2023 by Levi Kugel
I was here to rent a car, bright and early. Was told to come back 4 hours later. JJ was so rude to me and so unaccommodating that I won’t use Hertz for a while. I rented from Avis at 30% cheaper than was offered. Don’t come here, these people are bad people.
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September 2023 by Elyse Omernick
Very friendly and helpful staff. I've rented from this branch a few times due to my car being in the shop, and they are always very accommodating and kind. Love that they have EVs now too.
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August 2023 by Nick Steinberg
JJ the manager is a disaster to work with! Always an attitude, never helps with issues, and gave me a bad tire and got a blow out in the mountains, which was very dangerous. He then told me I had to pay for the tire, didn’t offer any assistance, or not even the slightest amount apologetic for the quality control issues. Steve on the other hand is a delight to work with.
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August 2023 by Alice Huante
I do have to agree with a lot of other reviews. Terrible customer service. The only one I would give a 5 to is their driver. I had an appointment to pick up a small car. Steve and this other guy tried to tell me that I never called them. I finally just walked out because I could no longer stomach their rudeness. The other guy sits back behind the window at times. The funny thing is I showed them the number I called from and where someone returned my call. I should never have had to walk. I should never have been treated as rudely as they treated me. They don't even have the wherevers to apologize when you tell them that you felt you were being treated rudely. Steve just wanted me to get into a more expensive car. I have not had this experience with them in the past, but it will be my last.
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July 2023 by Eileen L.
Go anywhere else. This place overbooks and then cancels you once you walk in the door. The guy Steve was rude, and just muttered at me, "I wouldn't count on getting a car here today." Reservations mean nothing and you will be left stranded. I would give them zero stars if I could.
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July 2023 by Brooke T.
This Hertz location is horrible! So many issues when picking up! Gave me the car empty, no gas! Returned on a Sunday when no one was there and they charged me an extra $75 for dropping off 1 hour late to a closed facility! I even picked the car up over an hour late! Go down the street to Avis! They are WAY better and not scammers!Never again Hertz!
