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April 2024 by Julio Garcia (Jay)
Where's the 100k Tesla's at ??
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April 2024 by Paula Diaz
I wish I could give zero stars. My flight got in at 10:35 pm, walked to the Hertz at the airport and arrived at 10:47 pm. The lot attendant handed me the keys and paperwork and pointed to the car. As he walked away, he warned that I needed to hurry because the “lady at the gate” would lock me in and I wouldn’t be able to get my rental because they close at 11 pm and she won’t wait. Seriously? They didn’t help me at all. And the “gate lady”? Wow. She was a joy. She grabbed my paperwork, gave me the wrong copies back and said “you can leave now”. Want to talk to a manager about how your experience was? Good luck! You can send emails, call, leave feedback submissions and you will not get a manager to respond. Rude af! I returned my rental two days early because my experience was so bad and the vehicle was awful. I let the human know about my horrible pick up experience, the issues with the car, and they smiled saying“let a manager know”. You think? I’d love to. Got one available? Today I called and tried to get a manger again because I want a refund for the two days I didn’t have the car and was told “due to their pre-payment policy” I will not get my money back. What?!! Because I paid for my rental in full before I picked it up, I don’t get my money back for a car I didn’t have in my possession?! Even after the complaints about the experience and the car? Nope. But you can have a voucher for $100 to rent again. Oh hell no!!! Please do yourself a favor, skip Hertz. Not just at Burbank Airpot, pass up Hertz with every opportunity you get! Please don’t ask me to message you on Facebook or whatever lame thing you ask of people who leave you a genuinely earned bad review, you won’t like my response and it’s too late for a damn apology too.
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April 2024 by Alex Ramirez
Don’t rent from here. Full stop.We had a rental scheduled for 10:30pm but our flight landed late and we managed to get to the rental facility at 10:45pm. They told us that if we didn’t finish the inspection by 11pm we’d be locked in the garage and “good luck.”On top of this, the rental they gave us was damaged throughout and overall just a very poor quality rental car.Lastly, we ended up returning the car early because of this. We had prepaid for the rental before picking it up and were expecting a refund for the unused time. Instead they charged us $200 more. Customer service process to correct this has been a nightmare and they are incredibly difficult to get a hold of. You can’t even reach the local office directly for assistance, they outsource their customer service.Terrible experience and I don’t believe I’d ever use Hertz again after this. Please use a different service for your own sake.
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April 2024 by Josh Reyes
Very unhappy with my experience as a Golds Member. Rented an SUV on Friday. Picked it up in the covered parking area. The front row seemed relatively cleaned. The back from a quick glance looked ok. Once I got home to load up my stuff. On a closer inspection out in the light, the leather seating 2nd & 3rd row were rather dirty. With lots of stains and crumbs all over. The interior had a distinct order but didn't give it much thought. With the heater on after an hour into the trip. The odor got progressively worse, filling the cabin with a sour milk scent. 4 hrs of that scent was nauseating. I had to take it to a detail shop the following day and they found two crusty stains under the 2nd row. It ended up being old milk. It also had the same stains in between the seats. The odor was still potent of baby throw up. It got so bad I had to take time away from my vacation to go and wait while I tried getting the car exchanged. Detailing control quality is definitely low.
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March 2024 by Nicole Stoutner
My family, including my10-year-old daughter, recently arrived in Burbank. We went to the Hertz counter on the upper level asking for Dollar rental cars as there was no one at that counter. Eileen at Hertz was reading a book when I asked her politely if she knew where the Dollar rep was as there was not a rep at the counter. Without looking up she said "try downstairs." I said in response "I see there is a Dollar sign here, should I wait over there or go downstaits?" She said "I already helped you." I said, "I'm sorry I was just asking a question to make sure I didn't go downstairs unnecessarily." She said "what part of downstairs don't you understand?" In an extremely rude and totally unnecessary way! I then said "why are you talking to me like this? I just asked for help?" She said "I helped you" with a very hostile tone. Then I said "who is your manager?" She said "I'll give you something to complain about!" Then she got up and walked away. I truly cannot understand why she was so aggressive and rude. I'm a normal traveler who has come quite a way with my family and child, and I had a simple question. There was no reason for that sort of behavior and it was completely uncalled for. I have never had this happen before! It really makes me question her ability to work in a job where she may be asked questions by travelers. She simply cannot do this to customers without consequences. I can say that I will probably not rent from Hertz again after being treated this way by Aileen
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March 2024 by Devon Krutz
Long story short, I’m a regular at Hertz and even have President Circle status. This time I rented a Mercedes in Burbank for two weeks. Turns out, the car is a bit of a letdown. It’s six years old and just not what I was expecting.So naturally I went back to see about a switch. The first visit, they had nothing else. The manager (an Indian guy who seemed to understand where I was coming from) told me to try again another day. When I did, same manager remembered me but suddenly, switching cars because I wasn't a fan of it was no longer an option. He even recognized that he had told me I could change cars but that there was a misunderstanding and would not allow me to make a lateral move to a similar vehicle. The only option offered was downgrading to a less luxurious car to which I declined. If he would have told me this the first time I would have understood but the fact he made a 180 on the promise is what bothers me the most. After all this I've decided I will no longer do business with hertz.
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March 2024 by Monique Herrera
Gold member desk lied and said they had no rental vehicles, went upstairs and was able to rent a vehicle (hertz non gold member desk) if you need to keep vehicles for gold members, just say that?
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March 2024 by Kathryn Tokarska
Showed up 10:31 nobody at counter, nobody to call, no way to get in touch, told out of cars. I had a reservation. Stranded. Not acceptable!
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March 2024 by Jennifer Vila
Hertz made it appear seamless. Had a reservation for 10:30am which I confirmed, was delayed, got to the Burbank Airport Hertz counter by 4pm and was told that I would have to wait an hour. So annoying after a long day.
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March 2024 by Shu-Hao Yu
When checking out at the gate, they didn't return me my driver license.After I found out, I have been calling them more than 10 times but the phone calls were never picked up.
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March 2024 by Rachel Jackson
I made a reservation for a large sedan on Dec 3, 2023 for a rental starting Feb 16, 2024. Upon arrival at the Hertz rental area at BUR, I saw my name on the board and "President's Circle" next to my name. I walked to the area and there wasn't a single vehicle located in the President's Circle. There were also no vehicles under Gold. The garage was basically empty. I walked to the customer service counter and noted the situation. The customer service representative asked when I placed my reservation and then asked if I would drive a Tesla at no additional charge. I accepted and followed her to the garage. She asked me to wait so she could speak to her manager. After a short discussion, she pointed me to a red Tesla Model 3 and walked away. I received no additional instructions. On top of that, when I entered the car, it was clear it had not been detailed or serviced. The service tag was still in the vehicle. There were crumbs across the dash and evidence of writing on the windows from an oil crayon. There were hair ties looped on the signal indicator/wiper lever. The interior of the car reeked of marijuana and cigarette smoke. There was also a foul ammonia smell when the defrost/defog turned on. The smells were nearly unbearable. Given it was evident there were no other vehicles available and my trip was very short, I didn't request a new vehicle. Rather, I contacted customer service and requested a full refund.
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March 2024 by Jenny
Truly an awful and demeaning experience. DO NOT use Hertz and DO NOT go through Expedia. We showed up expecting to pay a remaining balance of $50 some dollars since we had already paid through Expedia. The older receptionist explained that they had information about us wanting a rental and my name, but no information about payments we have already made. The receptionist said it was not their issue so we had to go through Expedia. She wouldn't even try contacting herself, so where did my money go?? We were in a hurry and she was unhelpful so I agreed to give them my card so that we could address this with Expedia later. I look at my statement and Expedia charged $157 and Hertz $236 (a car I agreed to pay $157 for). Calling Expedia they said they can only refund me $44 since Hertz already had my money but I "decided to pay for their charges too." I explained to the rep that I had argued with the receptionist about my money being paid but she insisted that they had no record of it and refused to help. They claim they will escalate this. I doubt I'll see any resolve but I am incredibly disappointed in Hertz and Expedia. Never using either again. They took me for a ride with all these charges. They take advantage of the fact that you are on vacation and in a hurry. Predatory behavior from these companies.
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February 2024 by Markus Kyng
They refuse to answer the phone, I have called over 40 times on multiple occasions and I have never gotten anyone to answer
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February 2024 by Lauren G
Our rental had not been vacuumed out.
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January 2024 by Mark Schmieding
In the middle of a difficult situation over New Years Eve, manager Gio Balboa turned everything around and made our trip very special.
