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April 2024 by Teresa Price
TERRIBLE EXPERIENCE!!!!!! DO NOT USE HERTZ!!!!! I was traveling for work, and the rental car had a mechanical issue (most likely transmission related). I had to have the car towed and it has been a nightmare experience ever since. Hertz told me that they cannot locate the car. I have been charged daily for an “unreturned” car fee because no one at Hertz will do their job to locate the towed rental. I have been in touch with this location and I am told that they cannot locate the vehicle. Hertz does not care about their customers and just said the rental record will not be closed until someone can locate the vehicle. This is absolutely unacceptable and extremely disappointing and frustrating.
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March 2024 by A H
We have a 1 way rental car to return here & right after the return, picked up another Hertz rental car for 2nd segment of our vacation. The entire process was smooth. It was nice the rental vehicle we received is brand new vehicle. Enjoyed the Hertz rental car experience.
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March 2024 by Siddharth Sancheti
Great customer service from Cecilia. Thank you so much
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March 2024 by Sandhya Prashant
Book online, walk to the hertz station in the basement and pickup the car. Quick easy.
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March 2024 by Celso Martinez
Upon arriving at the airport I headed to the Hertz car rental office to pick up my reservation. There are four computers with their respective chairs, however; There was no one behind the counter. For a moment I thought they were at lunch. Well, I waited there for half an hour and no one came. I called the customer support number, they couldn't explain to me the reason why no one was there. I decided to go to the Budget agency and ask if anyone was serving the Hertz agency. They responded to me that they have an agency in the basement, ground floor; So I headed downstairs, well; there were staff there. I recommended that you put at least a sign saying that you are on the ground floor. In total I lost an hour and a half so I could have the rental car. This being my first time at John Wayne airport this has been a bad experience with Hertz.
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February 2024 by Mackenzie Turrill
We have had years of bad (really bad) experiences with a whole host of rental car companies. Erin was OUTSTANDING. Warm, personable. And the man who helped us get our car in the garage was so great and personable too (wish I caught his name). He saw us recording every part of the car (past trauma) and made sure it was all good! We are lifer customers now if every employee is like the John Wayne Hertz employees.
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February 2024 by Jimmy Chen
Seriously, don't use this agency. When we tried tor return the vehicle, and the individual accepting the car was so rude... didn't say anything. I asked for a receipt..he said nothing...just email email...i said, what if I wanted a paper receipt..he said email....Also, this place is a scam because they don't tell you everything when you rent the vehicle. I'd be careful renting from this place.
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February 2024 by Douglas Wong
Not good. They don't explain toll road policy
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January 2024 by bradford boulay
I booked a car through Priceline at Hertz at John Wayne airport and unfortunately it was one of the worst customer service experiences I’ve had. This would have been my first time renting with Hertz and after the time I had I know I never will ever again. Their payment processing terminals were unable to read my credit card with the chip and had no alternative options to process my card. So although I prepaid the reservation I was not able to actually get a car. While this is a shortcoming of the company for not having sufficient hardware to process payments, the clerk I experienced was extremely rude about it and instead of trying to mitigate the insufficiencies of the company, proceeded to place blame on me. When I called the hertz customer support they were also equally as unhelpful. I wish I had got the name of the older of the two women working December 19th at 7:30pm because she has no place working in a customer service role. Luckily I was able to walk just a few feet down and rent a car from Alamo for a better price and with exceptional service. Wish I could leave less than a star.
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December 2023 by Jen Mills
We had the best experience with Hertz, and Darrell was amazing. He went above and beyond to ensure our return went smoothly. I have an injured foot and can't walk, so he arranged for our party to be driven to the departure terminal so we didn't have to make the long trek by foot. The thoughtfulness and extra effort was appreciated. Thank you Hertz and Darrell!
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December 2023 by Ana Rodelas
Horrible, just horrible service. A blond lady named Gena/Gea was so rude to the previous customer. Once it was our turn she looked like she didn't want to help us. We had already pre paid and had our reservation info. She said our credit didn't go through and we couldn't get a car to call the # and that was it literally walked away and dismissed us. We asked for a manager and surprisingly our reservation was fine and didn't even need to run our credit and we got the rental. Never again will we get rentals from this place. We came on vacation to distress and they ruined it.
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December 2023 by Sue Binder
Renting at SNA is easy, however, Customer Service stinks. Hertz overcharged us. We rented a Tesla, and they charged us for charging at a supercharger, which we did not do. We talked to three representatives and a supervisor and they insist we charged at a place we didn’t. In fact, we only charged at our child’s house. Needless to say, we will dispute the charge. As long time Hertz customers, we are appalled at their behavior. We have loved SNA’s Hertz in the past. But now we feel cheated and will not go back.Additional information: Hertz claims that they pass on charges sent to them by Tesla. The Tesla charge they claim we incurred is dated 11 months before our rental. Nevertheless, Hertz claims we are responsible for the charge. We have placed the charge in dispute with our credit card company. BEWARE when renting electric vehicles from Hertz, and check your credit card statements!UPDATE: After multiple emails and calls, Hertz finally refunded the Tesla charge, without apology or comment. We also called the SNA location many times without anyone picking up the phone. When someone finally did, they were delightful and very helpful.
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December 2023 by Jay R
This Hertz location was one of the smoothest and quickest for checking in and checking out.Rented a Pacifica for a week and loved that the van was in good shape and clean!Would recommend making reservations on the app and also being a Gold Member to have a great experience here.
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December 2023 by Matthew Kwan
Do not reserve a Tesla here if you are under the age of 25. I do not know if there is a problem with Hertz's reservation system or employee training but I was denied access to picking up a Tesla even though I already paid and reserved the vehicle through the app. There should be more clear instructions in Hertz's policy because even the employees did not know about the policy until they just found out and told me they could not allow me to pick up the car. I do not understand why I was allowed to reserve the car if I was not allowed to pick it up in the first place. I had to call Hertz support over the phone with luggage in hand to get a refund which set me back by over an hour behind schedule after getting off my flight. The scheduling of shifts and management seems to be lacking here because one of the employees was being verbally told to go take a lunch which indicates being understaffed or how inadequate shift scheduling is at this location. I ended up leaving with a rental that costed me more than the Tesla because at that point I just wanted to get out of there as soon as possible without any more hassle than I had already gone through and having already lost over an hour of time. It would have been nice if I was charged the same amount as the Tesla or less due to this error on behalf of Hertz. Next time I may try renting from a location outside and away from the airport because this policy may be specific to just this airport location. Lesson learned to call a rental place or a support number before actually placing the reservation.
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October 2023 by Sam Gardiner
I showed up for my reservation on time at 9am. The representative at the counter told me to wait 10 minutes for the Tesla model y to show up. Then after about 15 mins he comes over to explain that the Tesla wasn’t fully charged. He told me I could wait for it to get charged and then when I returned it he would waive the EV recharge fee. I politely agreed to wait. I waited over 1 hour for the car and was given the model Y charged at 81%. I returned the car today and just received a receipt that billed me the $35 for an EV recharging fee. Honestly I was extremely polite and in return I get screwed over. Thanks a lot for stealing time from my family vacation and stealing my money!!
