-
March 2024 by Ruth Castro
On our pick up date February 16th my husband arrived to Hertz located on 16 S La Cumbre Rd, Santa Barbara, CA 93105 and was greeted by the associate Mark. Mark informed my husband that the Chime Credit card that was used to prepay for the rental could not be used as a form of major credit card to put down for a deposit to also check out the rental car. To resolve this issue, Ruben called his brother so that he could use his credit card for the deposit. When he told Mark he now had a credit card he could use from his brother, Mark stated that it would be an additional $500 plus additional fees to add his brother’s name to the reservation so we could use his credit card as a deposit. My husband asked for ways to avoid the insane added fees, Mark’s only suggestion was to cancel our reservation, and he handed over a pamphlet with customer service phone number’s. At this point, it was starting to feel very difficult for us to rent our ‘pre-paid’ vehicle and Mark was not being of any assistance although my husband was diligently trying to find ways to resolve the issue preventing us from retrieving our rental. At this point Ruben left the store and called me to inform me of the situation. I left my house to head to Hertz (5 minutes distance) and dialed Orbitz customer service to explain our situation. Orbitz recommended that I cancel and book directly through the Hertz store. As I was walking into Hertz, I confirmed the cancellation with Orbitz over the phone and walked straight over to the front desk to book directly with Mark. I introduced myself to Mark and let him know that Ruben was just in the store and I had officially cancelled our reservation through Orbitz (as I entered the store) and wanted to pay Hertz directly for that same pre-paid vehicle we had reserved for us. Mark said he had already given our vehicle to someone else and there were no longer any vehicles available. I asked Mark how that was possible if I had reserved it and paid for it and had just cancelled one minute ago...Mark's response was that he ASSUMED we would cancel and not want the car at all so he reserved it for the next day for a guest who just left the store. I expressed my confusion and frustration with Mark as he should not cancel someone’s entire reservation without their confirmation and based solely on assumption. Mark became very irate, raised his voice at me, and said that my husband did not have the proper credit card when he came in so the car was given to someone that could pay for it. At this point, not only did we feel discriminated against by Mark but also we were very disappointed in his lack of effort to assist us and his utter lack of empathy for leaving us without any option of a vehicle after he made a mistake by giving away the vehicle. When I asked Mark if he could please check again for the vehicle in his system he glared at me and said “NO! It is gone” without even looking at his computer to double check or issuing any sort of apology.I have years of experience in the hospitality industry and when I have a guest that is having trouble checking into their room I would never just assume they would not take the room and simply hand it to the next guest- especially, when it is a prepaid reservation. The way this situation was handled made me feel like Mark just cared about his commission and not genuinely being of service to Hertz customers. He showed no willingness to help and instead made things worse by giving away a pre-paid vehicle without confirmation from either my husband or me. Again, this all happened within a 30 minute time span. My husband and I tried everything in our power to adhere to company policy and still be able to rent our prepaid vehicle and Mark put a halt to all of our attempts. Unfortunately, Mark’s horrible customer service and mistake ruined my birthday trip because at that point we no longer had a vehicle. I've put a complaint with better business bureau in hope that this wont happen to anyone else.
-
March 2024 by Darren Turgul
Honestly, this is the best Hertz without a doubt to go too. Roxanne who helped me was very professional and helpful. She made sure to have efficient communication with me and made everything a breeze. I’m very satisfied and grateful for the amazing experience. I will definitely be returning to this location.
-
March 2024 by Yuri Rivera
Avoid as the plague
-
January 2024 by Stratus
Absolutely horrendous vehicles &customer service.
-
August 2023 by Lone Ranger
Worst experience with Hertz yet. Absolute dumpster fire and poorly managed. No cars available for numerous customers. The employees ensured to take their smoke breaks while the customers stood around for hours waiting.
-
July 2023 by Bonnie C.
needing to find a charging station before returning my e-car rental - I tried in vain to contact Hertz by phone to ask about the closest charging station. I had not been informed I could use Google maps to locate the charging stations from the car. I called 4 times - once to reach and speak to a local employee (only to be informed that a mailbox had not been set up for this person) the other calls rang for at least a minute each with no answer. I called several other companies(AAA, other Herz locations)and finally reached an enterprise rep who informed me about Google maps in the car.When I reached the customer service counter and told the rep I couldn't reach them - he informed me "as you can see - we are very busy (there wasn't a single person in line behind me) and I don't answer the phone when I'm helping people"-I said "that's lame" and he responded " well - since you think it's lame I'll answer the phone while I'm helping you - would you like that?" I was livid after all I had been through to make sure I charged the car properly before I returned the car and just wanted to inform them their phone answering service wasn't working - and what company doesn't answer the phone ?( At least acknowledge the call and ask to put them on hold!!)I was in a bad space and would have greatly appreciated a kind word instead of a slap in the face.this individual should not be in customer service. And Hertz just lost another customer. Santa Barbara Airport Hertz/ Thrifty rental counter - 7/14/23 10:30am
-
June 2023 by Paco Lightfoot
Really great experience. Mark helped me exchange a car quickly and get me back on my way. Thank you Mark!
-
March 2023 by iya bolick
Raoul was manager today and was the answer to our prayers -kind, competent, and helpful.Not sure whether we lucked out, or if Hertz has a lot of great employees.
-
January 2023 by Bryan B.
Good experience using Hertz for the first time. Went smoothly and I was done in less than 10 minutes. I was given a Toyota Corolla and car is clean and tidy
-
September 2022 by Ansel Wang
If you want to rent a car, this office is the only office to go to in the whole sb area. And go to CLEMONT and CLEMONT only! He is the very best, kind and respectful person I have ever met for any car rental places.Here is the story, I arrived late, which was 5:40pm, but Clemont was still in the office doing cleaning up, organizing the stuff. The place should be closed at 5 on the clock, but he was so kind and respectful. After listening my story, he sat back down and spent extra time for us to get a car to pick ours friends up in LAX.He made sure the car was good, full tank of gas, no tricks for selling me stuff or adding packages. Just simple, smooth and quick professional service. He pull the car in front of us and watched us leave safely. The whole time of getting the car and returning the car cost like 20mins max. That's how efficient he was.You don't see honest, respectful and kind people often these days. But Clemont is one. For my future car rentals in sb, I will only go to this location, just because of him.
-
August 2022 by Jim C.
This place has zero customer service. They run credit checks without permission. You ask to have their manager call back and that's just not going to happen. This location used to be at the Hilton and they were good employees there but this place is the biggest s*** show that you'll ever experience through a rental company. Firestone auto care services their vehicles and they say the same thing. Stay away at all costs
-
June 2022 by D. Henry C.
I had my car for a couple of weeks. One morning I went to leave and there was a flat tire. I looked closer and both of the front tires had barely any tread. They should have been replaced long ago. I WAS GIVEN A CAR THAT WASN'T PROPERLY INSPECTED AND WAS IN A DANGEROUS CONDITION. Just two days earlier I was driving on a curved mountain pass. Thank goodness the tire didn't blow out then. It could have been disastrous.
-
May 2022 by Daniel Stone
I love this Hertz office. I rented a car recently and an employee named Clemont made it beyond seamless. He was kind, smart, and made my experience a breeze from start to finish. I rarely write reviews, but I felt so strongly about this experience, I was moved to!
-
January 2022 by Jack Singer
the worst experience and terrible service. I booked a car for pickup. Arrived during its working hours and the office was closed. Sign posted with a number to call. It closed for several days but didn't bother to notify any of its customers that had bookings. They told me to go to airport and my car would be ready but didnt offer me any compensation. I paid $25 for Uber to find that the airport location did not have a car for me. How can a company treat customers like this? Its easy to understand how Hertz went bankrupt.
-
December 2021 by Carter Springsfeld
Didnt find a vehicle I was hoping to find. And instead of apologize, they try to sell me stories that I cant get that car. I ordered the same package for many years. And got that car. They got better, but still not good enough.