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September 2024 by Martin Konarski
I don’t typically leave reviews but this one absolutely earned it. Horrible customer service, cussing and yelling at a customer is not what your typical hertz experience should be, but at this location it’s clearly acceptable by management. On top of it all, they “accidentally” charged me for a full tank of gas on the day of return on 08/31/24, even though the vehicle was returned with a full tank of gas. This can easily be disputed by checking the mileage and comparing to returned mileage/gas receipts. I gladly took the time to dispute the charge and am awaiting a response, hopefully hertz does the right thing. Very disappointing that hertz allows this place to operate the way they do.
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September 2024 by Mad Brown
I was in LA for a month an only getting a car for the weekend. They were late opening the location every time. And not 5 min but 15 to 25 min late. Not great when you have a ride waiting or have an appointment to get to.
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August 2024 by Felicia T
Came here today, I mixed up the booking dates and the staff cancelled it for me at no fee. They offered my group a free ride to another car rental service down the street as they were out of cars. Amazing service!!
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August 2024 by Alexia A
They literally called us 10 minutes before our reservation to cancel. Said they had 35 reservations and only 10 cars on the lot. We made the reservation days in advance and would've taken any car. I recommend you go to enterprise down the street instead (where we ended up going after last minute with great service)
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August 2024 by Laurent Cochet
I did not get the car I booked. This can happen but as the former client left his paper in the car I realized he paid half what I paid. I complained but no response
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August 2024 by Alisha Abate
Didn't have the car I booked the first day, told me to book for th second day and when I came they also didn't have the car. I had both bookings confirmations. They guy at the counter denied that his college ever said that.
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August 2024 by Zosia S
It was a terrible experience as a tourist who trusted a brand name like Hertz and got ripped off instead. My deposit was never returned, and another 200-dollar charge was made to my credit card without explanation. Customer service did not respond.
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August 2024 by Michael H
The customer rep who was helping me guilt tripped me into getting additional insurance. It was such a dirty swindling move I left with such a bad taste in my mouth driving away.
I’m to return the car to LAX Hertz, but I get a feeling they are going to charge me for additional fees that are untrue.
Horrible business. This is my last time renting with Hertz and I’m President Circle tier member.
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August 2024 by Victoria L
Had a reservation that was booked by Hertz corporate, the Santa Monica location cancelled the reservation as we walked in the door, then they proceeded to call us liars and told us to F off. Absolutely unacceptable. DO NOT BOOK HERE!!
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July 2024 by David Chen
Tried to charge me for extra money - though I returned the car within the grace period
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May 2024 by K Ja
Tried to shake me down to get additional money. I booked a rental car through Hotwire and the total came to $84. When I arrived at Hertz they said they didn't have any economy cars available and tried to put me in a mid-size car that would cost twice as much. (When this happens, car rental places usually put you in a different car but honor the original price). Before heading to Hertz, I called several times to confirm my reservation but they don't answer the phone.
But here's the kicker--the guy told me to my face to bring the car back on "E" (empty gas tank) to "save me money." Now, what sense does that make?? I asked him why would I do that?? I canceled the reservation on the spot and went to nearby Enterprise car rental where they didn't try to swindle me. That was my first AND LAST experience with Hertz.
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May 2024 by Jeffrey Kuo
[Edit] After calling in a few more times (with no answer), the store finally picked up and once again confirmed Hertz general support line is supposed to refund. I called Hertz support line one more time and finally received a refund; Hertz support line was incorrect the first time in saying the local shore makes the refund. That all said - I'm still not happy with the fact I burned so much time waiting on support lines, calling back and forth. My feedback is the local store should take ownership on addressing the problem (even if it means calling support on my behalf) esp if the mistake was on their end.
[Original Post] I'm a President's Circle member & I've rented two times in a week from this place in April 2024 and had issues both times (one time possibly not their fault but the second time is definitely). First time, I had a dime-sized crack in the windshield on return of the vehicle (to LAX) and relatively sure it wasn't me cause I parked indoors all the time but I'll give them benefit of the doubt. Second time, I received the vehicle with empty gas and was told to return empty; now I've been charged $200+ for gas (more than the rental). I have 2 gas receipts ($80+) and only drove 300 total miles according to the speedometer so I am sure it was empty. I've tried calling this place multiple times. The first time, they told me call Hertz customer support line; the customer support line said the local store is supposed to give me a refund. I call the Santa Monica store again, and they said they'll work on refunding me the next day (still no refund). I tried calling back again few days in a row and they never pick up. This is incredibly frustrating. I've never dealt with a Hertz location where I've had issues with a rental, and I've been loyal gold or president's circle member for past several years.
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May 2024 by S M
Avoid. Reporting to the BBB. Major systematic and customer service issues here. Reserved and came in for a particular car and was told they only had ONE completely different vehicle available which was a larger SUV AND for additional fees.
So the customer has to be held accountable to your same day cancellation fee yet you’re not delivering your end of the agreement? Make it make sense Hertz — damned if you do, damned if you don’t!
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May 2024 by Hadimi Yasmina
I had the best experience at Hertz Santa Monica location with Jay. He was so helpful, polite and genuine.
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March 2024 by A Colaco
Want to start by acknowledging the hard working team at this location — imagine this is not an easy job from consideration of logistics to customer service and beyond.That appreciation shared, I want to share my recent experience which surprised me a bit as it played out counter to prior experiences with Hertz. Admittedly I had a reservation for an 8 am pick-up, and due to schedules changing, I arrived at 10 am to pick-up the vehicle, only to learn it had been given out to someone else, without a phone call or heads up to me. The explanation was that they can’t possibly call someone who doesn’t show-up. While I can understand that feedback up to a point, as a long-standing President’s Circle member, this is not the standard experience I have had across Hertz locations. Typically a courtesy call to see if a customer is running late is common practice. I share this specific experience because it was a bit unexpected, and inconvenient, to not have a car when a reservation existed and the contract started running at 8 am with my assigned pick-up. I have also reviewed the agreement I was emailed and it says that if a customer doesn’t show up the day of the reservation it can be canceled, but not within two hours, for example. This is something to keep in mind if renting from this location — they may have different policies about pick-up windows.
