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August 2024 by shane .Jacobson
Worst experience on a rental and customer support after the rental I've ever experienced.
The pickup was great, no issues with the rental car for the week.
I dropped the car off at the end of the week and asked for a receipt.
I was told I would receive an email.
I always ask them to send it immediately or print it if possible because it is a 50/50 chance you will even get the email or you will have to request the receipt online.
thrifty is part of hertz if you're unaware and if you have any issues, you will be directed to hertz customer support for assistance.
You will not be able to talk to a human, I tried for 2 days.
It is impossible, you have to submit the online request for customer support, and you're informed it could be72 hours.
thrifty/hertz added 5 days to my rental charge, so I jumped through the hoops on the hertz online support contact and was contacted 6 days after the rental return and 2 days after I sent the inquiry.
I received an email from manager by the name of Giovanni.
I explained the situation that they charged me for 5 extra days.
He asked that I provide my flight confirmation out of BUR airport on the day the rental was scheduled to be returned, which I did on top of the rental agreement and itinerary from hotwire and the rental agreement and rental record.
Any business traveler will require a correct receipt for the rental for their business expenses.
Giovanni said he would process the refund asap but never even commented regarding the corrected receipt, so I sent another email and asked a second time and then a third and those emails were never responded to at all.
To boot my credit card statement has not yet been refunded and there were 3 additional charges from thrifty/hertz, two charges of $94.00 and one of $93.00.
I don't even know what those are for.
At this point I went ahead and filed a dispute with my credit card company.
I understand mistakes are possible and would not have had an issue with this if the correspondence and actions were managed in an acceptable fashion and time frame.
I have an account with hertz as well as other rental companies and travel weekly. I'm one of many business travelers and so I know I'm not going to affect their business with my complaint or refusal from this point to ever use hertz, thrifty or dollar again for my business travel but, be aware that if you run into this type of situation be prepared for the following.
You will not be able to talk to an actual person to resolve issues, their automated phone system will direct you to online methods of communication only and that is all you will get.
Also be prepared to spend a number of hours and days trying to recover from their mistake.
Horrible customer support system, absolutely horrible.
Just to respond to the very robotic response from hetz here in regard to "constantly striving to improve".
After reading the overwhelming 1-star negative reviews, I would say that hertz is clearly failing miserably with that goal.
Actions are louder than words!
This should NOT be portrayed as a just a location issue.
Hertz is a large company, and this reflects not only the locations inability to provide customer support and satisfaction, It's a reflection of the company as a whole.
With as many negative reviews as I read here today the team at hertz managing the customer support and satisfaction role in the organization should be under serious review.
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August 2024 by Marcos Andrade
Made reservation, showed up, didn’t have any cars.
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August 2024 by Remsha Khan
I wouldn’t normally feel compelled to leave a review for a rental car agency but reading all the negative reviews for Hertz Burbank left me feeling extremely nervous before my trip. However, I had a largely smooth and positive experience (perhaps the smoothest and most positive experience I’ve had at any Hertz location). I was helped out by Bobbi who I found to be patient, friendly, and helpful!
Will be rerouting all my trips to Burbank from LAX for this reason alone. Thanks Bobbi!
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August 2024 by Trafford Judd
LDW added without my consent. Refused to remove it when I realized. Slow and inefficient pickup. Will never use again!
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August 2024 by Mark Seifert
Rental car was fine. Car had a bunch of scratches & scrapes, which doesn't particularly bother me. Topped off the tank about a mile and a half from the airport. Billing was sketchy... Was surprised to be charged $6 for gas. They were very quick to reverse the charge when I called (which means they kind of know they are charging this unreasonably).
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July 2024 by Shai
Wish I could give 0 stars because it was the worst car rental experience I have ever had. Avoid this place if you can. We reserved our car online only to arrive and be told that the wait would be many, many hours for our car, and 20 people were already ahead of us, also waiting for their reservation. We ended up needing to make a new reservation at a different Hertz location, which cost more. We also could not cancel our original reservation online, so we called this location for help with the cancelation. We called at least 10-20 times, and nobody ever picked up. Ended up calling customer service and waited on hold for over 1 hour before someone answered our call and canceled our reservation.
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July 2024 by Daisy Maharlika
Currently sitting here waiting for our car that I prepaid a reservation for with my 5 year old and 1 year old baby. When we arrived we were told “they were pulling more cars into the lot and it would be a 30 minute wait for it.” It’s now been an hour and 15 minutes. There’s a few more people who arrived before us all still waiting for their cars and a long line of people trying to check in still. After checking if our car is ready the associate told us “it won’t be much longer.” Meanwhile I’m going to be late for an appointment and my kids are starving. Unacceptable for sure
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July 2024 by Amanda R.
Arrived at the rental desk and our car was not ready. My husband asked if there were any options for a different vehicle because we were on a time crunch. The desk agent was extremely rude and unhelpful. Told us it would be at least an hour from our requested pickup time and to get out of her line. I would have expected an apology or something for our inconvenience. Refused to give us her name but claimed she was the manager. Ended up renting with a different company. Will not be using Hertz in the future.
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July 2024 by L
The cheapest option is not always the best and they prove that. Reservation was completely unclear where the pickup location was. We ran behind in getting there, and the associate told us that if we're not there exactly on time we can lose our reservation (which was stated nowhere when we booked), but she'd keep it anyway. Our car wasn't ready when we got there, and had to wait nearly an hour to get one ready. They wouldn't offer any upgrade or consideration despite any of this. Instead, we got charged an unexpected $45 airport fee... I'd highly recommend going with another company
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July 2024 by Andrevious Smithious
Nobody answers the phones ,at here or other locations ….my rental process has always been smooth tho with hertz tho…this my fourth car in two years and fortunately haven’t had problems booking, but they don’t Answer the phones ever
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June 2024 by Kenneth Calhoun
We were charged for a car even though the car broke down 25 minutes after picking it up. We picked up the car at the Burbank airport on June 7 and 25 minutes and 5 miles later, the car died with a message saying battery needed to be serviced.
We called roadside assistance and the man told us, rudely, that because we were so close to the airport, Hertz would not deliver us a new car and we would have to pick up a new one back at the airport. We chose to just Uber for the rest of the trip. The AAA tow truck guy picked up the car and I thought we were done. No one from Hertz checked on us to see if we were OK on the side of the road. I then got an invoice for $216!! I talked to the very nice lady at the counter when we took Uber back to the airport and she said that the charges included a charge for the vehicle being dropped off at LAX? And fuel, etc. We only had the car for 25 minutes and it broke down on the road and we should not have been charged. The counter lady gave us 3 e-mails and we e-mailed all 3 with no replies. Customer service argued on the phone saying that we kept the car all day and dropped it off at LAX. They refuse to remove the charge.
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May 2024 by Eric S
I wish I could give them lower than 1 star. But unfortunately there are limits.
My flight was delayed on the tarmac for 2 hours. I called the local number over a dozens times. No answer. Called the Presidential Circle 4 times. Zero help.
Best part was that one operator said she called the Hertz counter but they must be overwhelmed with work because no one was answering the phone. This despite the fact that Burbank is a small regional airport, and it was 10:30 at night.
The next operator said that it was impossible for her to contact the local Hertz counter.
Clearly both can’t be true.
Finally I got off the plane at around 11:25 and ran to the Hertz counter. Closed.
But worst of all, despite it being a prepaid car, they didn’t leave my name on the board and I had to find an Uber to go home.
I understand that car rental companies get worse by the year, but of all the experiences this one is the absolute worst . These people are beyond incompetent, unprofessional, and unreliable.
Update: I was told by a representative that a supervisor would call me. No call back.
And the Hertz response to my review is meaningless, because when you past the link, nothing happens.
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May 2024 by Camille Nostrates
Scammers. My fiancé booked the rental. We filled the gas tank full and they still said we don’t have enough and charged us $30. Also when we got our car, we had a 4:30 reservation time. We came in around 4:20pm and they said it’ll take 30-40min for car to be ready, but they can upgrade us to another car for extra $30/day and then they say oh we’ll lower it to $20. Excuse me. SCAMMERS!! Greedy people!! No customer service at all.
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April 2024 by William Freedberg
Don’t return here. Fraudulently charged a $400 smoking fee and I’ve never had a smoke in my life.
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April 2024 by Julio Garcia (Jay)
Where's the 100k Tesla's at ??
