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March 2024 by A Colaco
Want to start by acknowledging the hard working team at this location — imagine this is not an easy job from consideration of logistics to customer service and beyond.That appreciation shared, I want to share my recent experience which surprised me a bit as it played out counter to prior experiences with Hertz. Admittedly I had a reservation for an 8 am pick-up, and due to schedules changing, I arrived at 10 am to pick-up the vehicle, only to learn it had been given out to someone else, without a phone call or heads up to me. The explanation was that they can’t possibly call someone who doesn’t show-up. While I can understand that feedback up to a point, as a long-standing President’s Circle member, this is not the standard experience I have had across Hertz locations. Typically a courtesy call to see if a customer is running late is common practice. I share this specific experience because it was a bit unexpected, and inconvenient, to not have a car when a reservation existed and the contract started running at 8 am with my assigned pick-up. I have also reviewed the agreement I was emailed and it says that if a customer doesn’t show up the day of the reservation it can be canceled, but not within two hours, for example. This is something to keep in mind if renting from this location — they may have different policies about pick-up windows.
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February 2024 by Joseph Yazbeck
Great professional service at the counter. Thank you!
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January 2024 by Kimberly Farha
They gave me a Kia Soul.Got excellent gas mileage ?Was big enough to fit all of my luggage
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December 2023 by Rachel Sillman
This experience deserves no stars. This company had really disappointing customer service. They called me 30 minutes before the reservation time to let me know the morning of they had no Cars for me and would not be able to help. Because i Didn’t receive the message until I got there I took a Lyft there. There was no offer for reimbursement or to help find another car at another location. When I expressed my disappointment in the service renting from a company like hertz they were cold and made it seem like it was my fault. I was horribly dissapointed and just wanted to pass on this place is not a reliable source for picking up your cars.
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December 2023 by ed adam
HORRIBLE STAY AWAY! I reserved a midsized car and when I arrived they said all they had left was an SUV and wanted to charge me an extra $20 per day. I pleaded with the agent but he would not budge an inch. Very rude and inconsiderate. Waste of my time. I went to Sixt down the street after reserving a midsized car, they didn’t have one and gave me a mustang convertible! Never going to this hertz location again
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November 2023 by Jean-Luc Nahon
We booked a car to be picked up at this location. Upon arrival, we were told the car isn’t available and because of a problem in Hertz’s booking system, it could be picked up anywhere in one of 5 rental locations. Clearly a ridiculous situation to put employees and customers in.While I understand the booking system is poorly designed and is the root of her frustration, the front desk employee was beyond unhelpful. She dismissed us saying it’s not her fault, showed a list of all the people who had the same problem, and moved on to the next people in line. She didn’t try to call the other locations for us, didn’t give us a list of numbers to call. If it is indeed a common issue, wouldn’t this be a problem employees are trained to handle and be helpful about?It was one of the best examples of bad customer service I have seen in a long time.
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August 2023 by Justin R.
I was helped by Jay,Excellent service. A kind man who is calm and understanding with each Hertz customer. Noticed him helping out a couple of people before he got to me... my take away was that the guy is just trying to do his job and get you the car you need. If you come in and talk to them they can assist. It can get rushed with customers because Santa Monica is a tourists destination... all in all great work Jay thank you
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August 2023 by J T
Super friendly staff. Check in was super efficient and easy through the app. This place was much better priced than the LAX airport as well. Would definitely rent from this place again.
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August 2023 by Jo Wright
Have previously had good experience with this location, but now will never use them, or Hertz again. I booked and prepaid for an SUV two weeks in advance. The night before I was due to pick up, I got a text message telling me they don' have any cars at all and my reservation is canceled. No money was refunded, and when I called Hertz central, they said the reservation was not canceled. I turned up anyway, and sure enough, no car, and no refund either, I have to call a number to get my money back. Staff didn't really want to help, and clearly couldn't care less that I now have no car for my vacation. So if you rent from here, remember, your reservation means nothing, even if you paid for it.
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July 2023 by Julie C.
Amazing and professional. They managed to get us a car for our vacation, even with their limited car inventory. Mike and Jaren, THANK YOU!!!
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June 2023 by Jessica G.
Worst place ever. I was in a bad accident yesterday and I had two options and decided to go with hertz because it was such a close location to my work office. When I received the car it already had a tire pressure on and the maintenance lights on. When I expressed to the rep about it he didn't seem to care nor thought it was an issue. Keep in mind I drive a far commute I had no way home other then the rental. Today I am stuck on the side of the freeway due to their poor service and letting customers down. The rental is now at a flat tire. In the side of the road, waiting to be serviced in 1-2 hours.......
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June 2023 by Julie Fassett
Amazing and professional. They managed to get us a car for our vacation, even with their limited car inventory. Mike and Jaren, THANK YOU!!!
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June 2023 by Lisa Maier
This little location was so busy and was understaffed for the demand but they tried everything to help everyone with a smile on their face. I was working with Pedro and he was great and made sure to stay on top of it and let me know when my car was available. They were so busy but even the manager, Mike, stepped up to help me. This staff is a great asset to your company and you are lucky to have them.
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June 2023 by howard gallub
Bait and Switch, I reserved a midsize car through Priceline and when I got there they did not have the car I ordered. I was informed that they only had a Tesla and a Mustang .I was no other option and I was stuck and needed a car. I was given the Mustang only to find out upon billing that my Priceline itinerary was cancelled and disappeared and a new hertz bill was generated for more money. I use Hertz all the time and this has NEVER happened. That’s why I still give Hertz 3 stars. Santa Monica. Big ZERO
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June 2023 by Mauro Feijoo
Really bad service, we made a reservation online and when we arrived the car was not available. They wanted to charge us an additional charge for a superior and premium car, saying that it was the only car left. I do not recommend it
