September 2021 by Em H.
Wish i could give this zero stars. We booked in advance, but still had to wait almost 2 hours for a car. Staff said it would be a 30 minute wait. One staff member said they didn't have enough cars? But at the same time, all of their parking spaces have empty cars just sitting there. Nothing about this situation made any sense. Poor communication from staff, terrible experience, and just downright frustrating. Save your time and money, don't book through Hertz.
September 2021 by Nonie B.
If I could give this hertz a zero I 100% would. And this is for the paying extra 'Gold' service members. It started with loop around horrible to zero signage to get to this overheated garage location. The agent at the 'Gold' desk who was as friendly as a return counter at Christmas. But where it really went to a whole other level of THE WORST SERVICE EVER was when they gave us a car that turned out to have bad wheel bearings, loose steering and a broken driver seat. Of course you don't realize these things until you are on the freeway headed an hour away to your hotel. At which time, I get a text 'how is your rental'. And this is where the hole of it all is. They send us to the closest place to exchange the car, it's closed weigh a sign redirecting us to another place that has no cars. So after almost 5 hours from beginning to end we are back at the airport!! Yes, no bring a car to you, all the way back to the airport . Where fires what, they have no cars!! But they find a way to offer us up a 4x4 with a lift-gate. Mind you, my original reservation was a pay more for the Large sedan F car. No, a 4x4 will not work. So we wait, in a heated garage for 30-minutes because there are no clean cars. They finally get us one, and it has bug splatter all of the front bumper and hood of car. Of course there is that 'Gold' seal on the door to say it was clean. After 5 plus hours of our vacation dealing with absolutely no 'Gold' or service for that matter, never once was there a credit, a 'for your hours of trouble due to our negligence we'd like to give you a free day'...nothing!! Oh, but the text exchange with the hertz customer service 'in your next rental we will...' ARE YOU KIDDING ME!! There will be no next rental. This is the 3rd time we've gotten a need maintenance car and had to waste OUR time to fix their issues.
September 2021 by Leslie G.
So you think you're getting a good deal by paying/reserving in advance. This location rents for another 2 companies and service all of them in the Same location which causes an extremely long line! My car rental wait time was more than my actually flight coming to this Hertz! 1 star for the wait
August 2021 by Diana D.
Absolute trash experience. Booked and paid in advance only to arrive at the airport to hear the worst human being say, "2 hour wait. No refunds. Call the 800 number if you're upset."
August 2021 by Andre C.
Well how car I start this review, after Hours of frustration with Priceline and another rent a car company and being flown to the wrong airport I made another reservation with now with Enterprise and let me tell you I'm glad I did! They are incredibly polite, fast and organized at this location, the car was clean and they made me fell like family! Guys this was an emergency trip for me and I appreciate the professionalism and how you guys helped us get on the road as quickly as possible! Well done to the entire team I appreciate you guys!
August 2021 by Kamalei Logan
This is a prime example of biting off more than you can chew here at Hertz- SNA Airport. The reason why Hertz at this location is so popular is because they obviously have the largest fleet at the airport now owning both Dollar and Thrifty. Because of this, they have a huge demand that they fulfill, but do so at a sub-par service level.First, the line to even get to an agent is ridiculously long, and after reading other reviews and overhearing others in line, this is a common occurrence. The Agents are nice enough and willing to help, but you can tell they are just trying to get you out the door as quick as possible so they can try to minimize the large line piling behind you. I'm not gonna complain about quick service, but the lack of attention to detail initially hurt my overall experience in the long run(emphasis on LONG).When we were assigned a car, we opened the car to find it smelled strongly of smoke. They claim their fleet is smoke-free. I don't tolerate breathing in second-hand smoke, especially with children in tow. Went back to get assigned a new car. They asked no questions, and were very casual about just giving me a new one, which seemed nice, but later, found out, this is another common occurrence that customers swicth out cars due to unsatisfactory conditions. The 2nd car we were assigned was a very older model car that was a class lower than what we reserved and was not being discounted on rate. It had dents/scratches all over the car and the tire tread was wearing low. I had to drive this across 4 states so this was unacceptable.I went back a 3rd time, this time, they gave me a current year model car. When entering the car, it was fine enough, but the back window was down and there were crumbs, pet hair and sand over most of the seats. This obviously had not been cleaned, yet they assigned it to me. During the pandemic, I expect more than this. Outside of the pandemic, this is still unacceptable. I went back a 4th time, to which you could tell they too were frustrated. They essentially just threw new keys at the desk agent and handed it over to me. This 4th car also smelled strongly of cigarette smoke and was evident that the interior had not been vacuumed or cleaned either. Going back a 5th time, they had me wait for 15 min so that their cleaning crew could cycle out cars ready to be reassigned. As I watched the crew run back and forth and drop keys back at the office, it was evident that they are stressed for time, and are thus cutting corners with their cleaning standards. They are essentially just running it through the car wash, barely wiping down the inside and hastily vacuuming the interior. They are not short-staffed by any means in this dept, but the ridiculous amount of turn over they have to put out makes for subpar service and standards that effect the customers.On our 6th car, finally we had a clean, smoke free, safe car. It was a class lower than what we reserved but got them to give me the lower class rate which was fair. We made the trip safely, but in all, our trip was delayed by 1.5 hrs due to this terrible experience in service all while my pregnant wife and 5 year old daughter had to stand in the crummy parking garage waiting with luggage in-tow. We made this rental after a cancelled return flight from SNA after a week long trip in OC left us stranded and needing to be back home sooner than any airline could get us home. The rental company we used during our trip in Orange County was National, and the experience, cleanliness, and service there was by far superior and would recommend them if needing to rent out of this airport. I cannot recommend Hertz at this location at all and would advise others who are looking for seamless rental experience to go elsewhere. 2 Stars for eventually getting us a car safe enough to get home, but even 2 stars is pushing it.
August 2021 by Iain Montgomery
Fast easy pick up from the gold desk.
August 2021 by Amy D.
There were only 2 people working and when I went to the gold star desk she told me I had to wait in the long line. After 40 minutes we make it to the check in we have to wait because there was no one to check in hertz. As we were about to enter the room the same person who i asked for the gold check in took people behind us to check them in. Very unhappy with this process will not use Hertz at the airport again!
August 2021 by Camille A.
Avoid renting here at all costs and go to another business in the same spot (or do yourself a favor and go somewhere less busy outside of the John Wayne Airport). In short, giving this Hertz 1-star as we had a very rude and sassy customer service agent, Stephen. He was rude to the woman in front of us, to us, and the woman after us (we could hear their interaction as we were heading out the rental office). He is short-tempered, makes you feel stupid what seems like intentionally, and overall just snarky and unpleasant. Won't rent from this location again and will likely stay away from Hertz moving forward. Also, the car we rented REEKED of cigarettes. Luckily before we took off, we were able to file a report with a Hertz manager there. We were in rush and didn't want to wait for another car, so ended up just dealing with it despite it being such a strong smell. TLDR: Rent elsewhere.
July 2021 by Scott R.
Absolute worst rental car experience I've ever had. 2 1/2 hours after my rental start time, a vehicle was finally available. They were giving preferential treatment to certain customers while making the rest wait. I watched it firsthand and challenged it, and they continue to come up with excuses over and over again. Horrible experience. I'll give them a -5 stars.
July 2021 by Suzanne B.
Beware this Hertz will over charge you for rental cars. And when your rental isn't available they will charge you for car upgrade in order to get a car during your scheduled pick up time. Customer service is poor as well, as all there willing to give you is lousy certificate instead of proper reimbursement. If you want to be ripped off and over charged this Hertz rental company is for you. Beware!
July 2021 by Ellen G.
Never recommend. I have traveled extensively and never have had an issue with a rental car until now. From start to finish it was an awful experience. A month later I finally got the adjustment refund due to me. They purposely changed my rate mid rental. Thankfully I had my original contract. It's as if they are trained to inflate your bill, and when you call, customer service is trained to vehemently keep the money. When I arrived customer service at the counter was extremely rude and I'm professional. I had reserved the manager special. Despite having unrented better cars... I was still given the smallest economy car they had. My luggage didn't even fit. The gas tank was on empty. Can you move it didn't even looked clean. Next time I will read Yelp reviews. Lesson learned.
June 2021 by brad whitsett
It’s 2021. The world is run by technology. Everything is streamlined and efficient…. But yet I’m still waiting in a line for 45 min to rent a vehicle with one desk agent at an international airport. I hope hertz goes bankrupt and Tesla takes over all rental operations. If I wasn’t required to rent this vehicle for work I would of walked away and gone to Avis.
June 2021 by Ahmad Roosta
Had a reservation which I had made couple of days earlier. Flight landed late night after exhausting trip. Alfredo told me he has no car and suggested I go next door! (Meanwhile doing absolutely nothing himself to resolve the situation… i guess it’s easy to mess something up and then ask someone else to go clean it up). After I gave up I said I uber… I specifically asked him to refund my money and he told me to call Priceline… now I have been on phone for an hour with Priceline who’s trying to tell me go back to Hertz for refund! If this situation sounds ok to you, then by all means use them!
May 2021 by Ryan
Reserved a car for 10:30am 3 weeks ago. I showed up on time at 10:30am, and they tell me that I have to wait an hour and half for me to get my car. I am about to miss my appointments and there is nothing I can do, and nothing they'll do about it. Highly recommended to people who like getting screwed over and feeling helpless.