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September 2024 by Lucía Méndez
Worst experience ever!!!!!! HORRIBLE CUSTOMER CARE
We were in a queue for 1hour as it takes 15-20 min per person. However we still had a smile on our faces as we were excited for our upcoming trip.
When it is our turn, we approach one of the counters and an Asian 60yo looking lady answers to us in a very bad and demeaning tone, telling us to back up and other things. And that happened several times in the 15 minutes she “helped” us. Zero manners and horrible attitude on her part which we definitely did not deserved as we were polite and friendly.
After all, we got our car. However zero information on what type of gasoline the car uses, or anything relevant.
The car is also filthy disgusting on the back
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September 2024 by Lars Kraushaar
It was ok, friendly
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September 2024 by Suchit Panjiyar
Had a reservation and the attendant Barun Pal was straight up rude to my face
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September 2024 by Stefano Salvato
The same day we picked up the car they delivered a car that wouldn't start, the battery was dead. They immediately gave us a new vehicle, after 12 days the battery was dead again. We had to wait 7 hours in a parking lot in Las Vegas in 100 degree heat before someone came to start the car and take it to the nearest Herz point. We called Hertz roadside assistance 4 times before anyone found our car!
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August 2024 by Daniele Falasca
Absolutely NEGATIVE experience in this agency as it has NEVER happened to me in 17 years of traveling and renting cars. Beyond the queue and the delay in the delivery of the car which is practically CUSTOM and not correct as you pay and book for a specific time, I found myself in a truly CRAZY situation where the employee DID NOT WANT to deliver the car to me despite the TWO MASTERCARD CREDIT CARDS with the motivation of having paid the entire rental online with a prepaid card!
Pure MADNESS. He invited me to call Hertz assistance who confirmed that it was an absolutely unjustified motivation on the part of the agency;
When I returned to the agency I explained everything to the employee who treated me with disdain and told me that he couldn't do anything UNTIL HE SAW THAT I HAD AN AMERICAN EXPRESS and then THE PROBLEM GONE! I arrived 4 hours late for my appointment and found myself charged for DIFFERENT services than those I had signed up for. Absolutely NEGATIVE experience. I will file a complaint with the national Hertz offices as soon as I return to my country and will also forward my letter to the relevant offices. Hertz must GUARANTEE quality and control its agencies otherwise it is no different from any other low cost agency where the price is half and the quality is sometimes even higher.
In all this I would like to point out that I am also a HERTZ GOLD MEMBER.
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August 2024 by Paolo Zadra
Friendly staff. This rental in the city center is really convenient for car delivery!
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August 2024 by David Wester
The station is well signposted outside, but in the parking garage the signs and return instructions could be clearer.
Unfortunately, the employees were neither friendly nor particularly communicative, and there was no proper handover when it was returned.
When I returned it, they wanted my credit card again (even though everything had already been paid for), and they couldn't explain to me why, except that the system intended it that way. Unfortunately, it took a long time for the credit card to be authorized over the phone. All without any further explanation as to what that actually means.
The whole station is in the parking garage, rather messy and uncomfortable.
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August 2024 by Patrick Spada
Hello, I'm Hertz President's Circle and would like to book a car at Hertz Car Rental Mason Street HLE on September24, is it possible to upgrade the Medium sedan to President's car circle? how is the variety of cars?
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August 2024 by James Fitts
I reserved a mediums sized pick-up a day early. They gave me a 2024 Dodge BIG HORN 2500 with 700 miles on it. Pick up was fast, with the gold membership, i walked in with no waiting and was out of there within 3 minutes. The Return was even faster. Great prices, great staff, great cars.
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August 2024 by L Hutson
Horrible experience. Waited over two hours in line.
Very slow employees.
If you rent here be prepared to wait and bring snacks.
Never seen anything like this before.
We missed out wine tour in Napa because of this ridiculous wait time.
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August 2024 by Menno
Had to wait about an hour for a petrol car after i rejected an electric one. The rental location has a lot of tourists which makes it pretty busy and causes a shortage in availability of vehicles. But with a little patience you’ll be fine. Got a nice and clean car after all!
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August 2024 by Mikkel
Reservation for 10 am, queued untill 10.45 and was told 45 min wait untill the car was ready. Everything was fine after we got it though
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August 2024 by Alessandro Cioccari
We did an 11-day rental with return in Los Angeles. I must start by saying that I have often rented with Hertz but this agency is characterized by slowness and little attention to the customer. We arrived at 9.30 as indicated in our reservation to pick up the car which was delivered to us at 11.30. I had to insist and ask several times the reason for the delay, once they were preparing it, another time they were washing it. But if it was booked for days how is this possible?
When we finally got the car we noticed that it had been washed poorly and was still dirty on the outside. The creak to change the wheel was missing. It must be said that all the customers present had the same delay problem. This means that it is not a coincidence but bad organization. It's a shame because in Europe I had always felt comfortable with Hertz.
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August 2024 by Paul B
Nice staff. But No cars available at pickup time and no after hours return are absolute dealbreakers.
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August 2024 by marie ruiz
Deplorable experience. Welcome below par even though we had reserved and prepaid the vehicle category is not available. The manager does not offer anything and does not care at all. To be avoided absolutely
