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March 2024 by Shubham Patel
As a Hertz President's Circle Tier member with a year of consistent loyalty to the brand, it's with deep regret and frustration that I must highlight the Palo Alto Sheraton location as not just subpar but utterly unacceptable in the Hertz family. This critique stems from a series of disappointing experiences, culminating in the latest incident that not only questions the location's commitment to service but also its respect for Hertz's standards and its loyal customers.Firstly, the communication barrier erected by the front desk is nothing short of egregious. My attempts to reach them for assistance morph into an odyssey of endless calls, often stretching beyond the 1-2 hour mark, only to be met with silence. This isn't just an inconvenience; it's a blatant disregard for customer time and a stark deviation from what one might expect from a brand of Hertz's calibre.The pinnacle of this series of disappointments was the unwarranted $50 interior cleaning fee levied on my latest rental return. Hertz's policy clearly states that such charges are reserved for vehicles returned in a condition requiring beyond-standard cleaning measures. The vehicle I returned was far from such a state, presenting in what can best be described as normal use condition. This charge is not just unjustifiable; it's an indication of either a profound misunderstanding of Hertz's own policies or a deliberate act of customer disservice.Additionally, the operational hours are a lottery, with the front desk staff routinely abandoning their post well before the scheduled closing time of 5 PM. In my case, arriving for a 5 PM pickup only to find the staff had vacated the premises by 4:30 PM and left the keys with hotel staff is unacceptable. The front-desk lady is really unprofessional and contains attitude. This practice not only demonstrates a lack of professionalism but also puts customers in a precarious position, having to rely on non-Hertz personnel for their reservations.In light of these experiences, my advice to any considering renting from the Hertz Palo Alto location is unequivocal: look elsewhere. There are numerous options available where your business and loyalty will be valued and respected. It's a lamentable situation when a single location's practices tarnish the reputation of a brand I've otherwise had great respect for. It's my hope that by bringing these issues to light, Hertz will take swift and decisive action to realign the Palo Alto location with the company's esteemed standards and service ethos.Edit: I just read another "latest" review complaining about the staff not being present and leaving from their desk early. When we call them, they never receive the phone. Why do they even have a phone number then?
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March 2024 by Thanh Nguyen
My reservation is at 4:30. Come there and now employee. Try to call them and they don’t answer.
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March 2024 by Sharmin Howlader
The girl Jennifer at the counter is extremely unprofessional, rude and has an attitude. (if that’s even her real name, I wouldn’t put it past her that she lied about her name because I told her I’m going to talk to her manager) I’ve been renting a car more or less once a month, sometimes twice a month since I moved to Palo Alto 9 months ago and no one has ever asked me for my passport. She told me it’s policy, I need a passport. Ok no problem, I told her I’ll go back and get it but I’ll be back around 450-55 because I have to walk home to get it (they close at 5) She rudely tells me well there’s no guarantee your car will be here when you get back. So let me get this straight? I’m going to walk home and walk back to get you the passport you need and you can give my car away that i made a reservation for? She’s like yah we don’t have anymore cars in the lot so I can give it away if someone else comes in. Hertz, I like to understand how is that my problem if I made a reservation for the car? I offered to pay before I went home for the passport, she said no not possible. So I went home and came back and got the car. I’m writing this review as I sit in the car in the parking lot. Guess what? It’s 445 and I just saw her leaving work. I guess she lied to me because she didn’t want to stay until 5 so she tried to make me rush to come back so she can leave early. And I read other reviews, seems like a common theme that customers show up and the employee is already gone. Oh and by the way, I see a few cars in the lot that belongs to Hertz so that’s another lie. She also told me she couldn’t look at my previous reservations to see that I always rented a car without a passport, I wonder if that’s a lie as well. Worst customer service, if you have an attitude and don’t like customer service, don’t work in customer service. I really hope she gets a coaching about her attitude.
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March 2024 by Claudine Goursolle
It was the worst experience of renting we have ever had. When we arrived at the counter the ladies told us that I can't use my amex card because their terminal was broken (I booked and paid in advance) and they didn't want to use another one with my name. Then 3 hours later, we need to cancel the first booking and make another one. When I got the refund it was 50$ less than I paid.The car was old in a bad shape and when it was raining the water entered the car, we asked to change the car but we never had news for the 21 days renting.The ladies at the counter are not friendly particularly with foreigners. The tank was not filled when we picked the car we returned as it was written and they charged us for the full tank. Don't go there.This was the worst rental experience we have ever had. When we got to the counter the ladies told us I couldn't use my Amex card because their terminal was broken (I had reserved and paid in advance) and they didn't want to use another one with my name. Then 3 hours later we have to cancel the first reservation and make another one. When I received the refund it was $50 less than what I paid. The car was old and in poor condition and when it rained the water got into the car, we asked to change cars but we never heard back for the 21 days of rental. The ladies at the counter are not particularly friendly to foreigners. The tank was not full when we picked up the car which we returned as it was written and they charged us for the full tank. Do not go.
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March 2024 by Forrest Singletary
Unbelievable— no one here for pickup. No answering the phone, asking you not to call during lunch, very unprofessional. Avoid.
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March 2024 by Aman Sood
Usually low reviews don’t mean much at Hertz and it’s fine . But I had gotten a normal car to do some day trips, but was given an electric vehicle with no other choice. Very annoying to have to charge multiple times on my trip.
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March 2024 by Sean O'Brien
Well, I was able to successfully rent a car from this location so three stars for that. However, they could do a lot more to make the experience positive.First, I got a call from this location the morning of my rental telling me that the car I reserved (and was guaranteed) wasn’t available. OK, not a deal breaker, they still had a car for me even if it wasn’t the one I had locked in. When I picked up the car, the Hertz employee was super nice so a positive point there. However, my car only had a 24% charge so I immediately had to find a supercharger to charge up. If I were on a business trip or if I had tighter time constraints, this would’ve been an even bigger inconvenience.Next, I discovered that my car was completely out of windshield washer fluid so I had to stop at a gas station to clean the windshield. Another inconvenience.Lastly, when dropping off the car, the hours of this location are listed as being open until 5:00 pm. I arrived at 4:00, waited 20 minutes until others showed up, one trying to return and the other trying to pick up. Without any Hertz employee, we had to figure out the process of returning from the hotel staff. Not a huge deal but there should’ve been someone there at that hour and I feel bad for the woman trying to pick up a car because she seemed to be totally out of luck.Generally, I would avoid this location if you can. If not, I wish you luck because you’ll likely need it.
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March 2024 by Diego Hernandez
Worst service worst
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February 2024 by L S
Follow up: a few days later after emailing their customer service, I got a refund for the inappropriate charge.AVOID THIS PLACE! Their price seems low, but they are SCAM! I had a reservation of managers special at 10:30am, they don't have the car and asked me to either wait for unknown amount of time or pay extra to upgrade. They finally agreed to give me a Ford Explorer without me having to pay extra after half an hour of waiting. The staff clearly told me that I can return the car the next day at 11am instead of 10:30am, since it took half an hour to figure out a car for me. But when I returned it on time the next day, I got charged extra one day and also late return fee.
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February 2024 by matthew harrigan
I showed up at pickup time with a reservation made a week in advance. I was told that they did not have a car for me and that they would not cancel my reservation. I had to talk to the credit card company to get my money back. Do not use this location they are scammers.
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January 2024 by Shubham Handa
This is the worst location i have been to. The rep has no idea about any of the questions. Straight up lies to you that you were contacted about your reservation changes when we were not. Absolutely avoid. Hope this business closes down will make the area a much better place.
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December 2023 by Kyung Jae Son
TLDR: don't rent from here, borderline scam.We rented from hertz, they gave us a busted car with dings all over, i'm talking glass cracks, indented panels, etc. And, whoever worked the desk said it's all fine, we will record everything and you won't be charged. Luckily, we don't trust corporations and we took our own photos and videos of everything.Come back a week later after a roadtrip, left a note telling them, all the dings are the same, nothing has happened, returned it exactly as is.All good, until 2 months later, we get a bill from hertz for thousands of dollars in damages. Asking us to pay it, or they will go to collections. No warning, no leading up, just straight up lets get your insurance to pay for this. We are currently disputing this with corporate, but we did find out this location were the individuals submitted the claim of damaged vehicle. This is despite everything being assured nothing would follow up and all the damages being "recorded." So, if you're looking to rent, just know these guys are playing dirty and god knows if customer service is in their vocabulary. They will scam you if you let them.
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December 2023 by Yangxin Chen
A terrible place! I rent an electrical car here and got a brake failure almost kill myself. So I ask the staff here to change the car for me and she want me to pay extra. Seriously? I mean if it is my own problem then I’ll be happy to pay it, but it is all because of the bad quality of the car, why should I pay for your own fault?
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November 2023 by cyrus afkhampour
Wow the lack of customer service and the terrible attitude of the Hertz employees is just mind boggling. Employees are rude, snappy , uncaring and do not want to help. From the young lady working on 11/9 during the day to the older gentleman on 11/4 both were terrible. Both looked and acted like they hated the job and i was a bother. Get your act together
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November 2023 by Anne Hoyt
I went to pick up my 4 PM rental. The office hours are listed as 8 to 5. But when I arrived at 4:20 no staff was there. I waited for 40 minutes and no staff showed up at any time. No one called me before I went to pick up the car to let me know that there had to be a change.This was an extreme inconvenience. I had an appointment for tomorrow early in the morning two hours away. I’m really just absolutely fuming right now. I wanted Hertz to offer me credit or something for this massive inconvenience. I had to walk 45 minutes, wait at the office 40 minutes, and I had to walk 45 minutes back home. My husband had to come home early from work to watch our kid.The next morning I went to pick it up and the woman working there was SO rude and said it was all my fault because they tried to call me. I asked what number they called and THEY HAD CALLED THE WRONG NUMBER, DESPITE IT BEING CORRECT ON MY GOLD ACCOUNT.She refused to give me any credit.Absolutely unbelievably unprofessional.
