Pros: Helpful staff and customer service. Everything transacted very nicely.
Cons: Did not care for the car. Suspension did not feel stable and visibility was compromised due to design of car.
Oct 2 2017
Poor customer service
Pros: Nice car
Cons: Busy busy office with just one working computer; not friendly, not particularly helpful. It took and hour and a half. That was the Novato office - at the other end at Hertz at the airport it was excellent
Jan 15 2017
Incompetent and Rude Service
Pros: The car was cheaper than it would have been in San Francisco.
Cons: The man at the desk was rude. I arrived before my rental time. I know that I cannot be guaranteed a car until the time on my rental, but I had imagined that the desk clerk would allow me to take the car early if it were already cleaned and ready to go. The man would not even check if the car happened to be ready early. He told me that he could not help me until the time of the rental time, so I waited for an hour and a half. He did not explain the insurance waiver to me properly and he signed the waiver for me. It was an extremely poorly run operation and I will not return.
Mar 9 2017
Pros: The car was fine for getting from A to B.
It was an economy car, and it was really economical to rent.
Cons: The handling is a little erratic in the Chevy Sonic and for a car that small, I expected a little better mileage (29.2). I also found it harder to see out of.
Again, it was an economy rental, so this amounts to nitpicking, probably, but again, if you're going to go with a really small car, perhaps you go with a different model, like a Fiat, or Kia.
May 17 2017
Very Bad Communication between rental company and kayak.com
Pros: I was very disappointed in the service I received, the other day I reserved a rental car from kayak.com. I was never told nor informed about the charging policy. When i got there i was told i needed a credit card to charge because i was under the age of 25. All i had was a credit card i just keep for file but not an active card, than I had my debit card, and cash! I thought that if it was a big deal, something would of popped up before I completed the order, or at least informed me of something about how it works! I got a ride down there and never got a car, and all the guy at the rental company said was "sorry". Very poor customer service skills, I will never recommend enterprise again. I might try kayak one more time but not sure yet, i was very disappointed with how the whole process went! Please update the way you inform guests, so they know ahead of time and not show up and leave with no car!
Cons: The whole thing was very bad! Kayak.com never mentioned anything about the payment process, and when I arrived at enterprise, they just said "sorry without a credit card unfortunately we can not rent the car" i walked out and didn't even get a have a good day or anything! I will never recommend, or go back to the enterprise in Novato, CA.
May 23 2017
Hertz In Novato is the WORST
Cons: When arrived on time the counter person informed me that the vehicle I reserved was not available and that in order for me to rent a car I would have to up grade and pay $7 or $10 a day more. I informed the sales clerk that it was not my fault that they did not have the vehicle and that I should not have to pay additional cost to rent what ever vehicle they have available. The sales clerk who was RUDE and UNCONCERN refused to waive the additional cost. I did not rent a car and I will NEVER go to Hertz. I will let everyone know about this experience. WORST EXPERIENCE EVER!!!
May 30 2017
Don't use Novato Hertz
Pros: I went early. No car. I asked them to call me when the car came in. They didn't! When I called at 5:30, they said that because I wasn't there at 5:00, they gave the car away. I had to pay an extra $110 because they didn't call me. Then, even though my reservation was to end 5/29, they were going to charge me for an additional day because they were closed!
Cons: The worst customer service ever!!!!
Jun 17 2017
Not very efficient
Cons: Car not ready when I got to the office, granted I was a little early. I was prepared to go back then got a phone call saying that it was going to be later than agreed. The only car that that they had was one that needed 4 new tires which were installed. According to the manager all of the other cars that were brought to that location had body damage. I had to wait while the car was cleaned. The manager was completing my rental then chose to converse with a loud, insistent customer instead of asking him to wait while she finished my rental. I finally drove away with my noon reserved rental at 2:00 pm. Amusingly, I received a phone call later that day asking if I had found a set of keys to another rental in mine. I hadn't. The young man called the following day to see if I had found the keys yet. My reservation ticket said that I was to return the car at noon but in a phone call to the office I pointed out that I hadn't gotten the car until 2:00 since it wasn't ready. The clerk agreed to the later return time.
I will point out that the rental was an "upgrade" at no extra charge but only because it was the only car in the lot.
Jun 18 2017
Pros: Nothing because they never gave me a rental.
Cons: That i waited all day for a rental I ordered in advance and never got the rental car.
Jul 14 2017
Jose was very busy and managed to help everyone with great customer se
Pros: the way the staff (Jose) tteated the customers even thr difficult ones