4.0 OkayApr 2 2021
Pros: My personal car got hit infront of my house as I slept. Went to my neighborhood Hertz after getting a deal on Kayak. Lastminute, they had just one car, a Toyota Camry. The car was very low to the ground. As I drove away, I heard a continual scrapping noise. Called back to the Hertz, telling them about the safety issue of the car, and wanted to exchange, but no Hertz location within a 20 mile radius of my home had a car to exchange. Drove to work and back once, but nothing more. Day 2 nothing available after calling 3 times, day 3 nothing available. Did not drive the car. Day 4, upon the advice of another Hertz location agent, told to call Hertz Roadside assistance. Maybe they could help me. Took most of the day to sit thru the automated system, and leave a message for a return call (thank goodness I wasn’t in a dangerous emergency) and finally got a call back several hours later. Roadside agent on phone was extremely helpful and understanding. She got a time for the rental car to be towed to LAX airport 30 miles away AND a Lyft driver to take me to LAX to exchange the car. Wow! AAA tow truck driver was supposed to arrive in just 45 minutes, but finally arrived almost 5 hours later at 9:20 pm !!! When the Camry got lifted up by the tow truck, you could see what I would call a “spoiler” on the bottom of the car, protecting the engine, dragging fully on the ground, barely holding on. I was right for not driving the car for several days, and the car should never of been rented to me. What a day, what an experience, I was done for the night! The given Lyft code said it was good till 6 pm the next day sp I went to bed. Next morning, I wake up, and the Lyft code I was given was suddenly expired and no longer on my phone... SO, I had to start the process ALL OVER AGAIN and call roadside assistance, suffer thru the extensive automated system that doesn’t understand the simple words NO and YES, wait to leave a message, wait a long time to recieve a callback. Wait wait wait, keeping my local Hertz office informed but they could never ever help me. Finally got a callback, roadside agent got me a Lyft, arriving in 3 minutes, got down to LAX, nice agent there, THEN the computers went down in the office. Ug. More waiting. Agent had me go out to the lot and select the car I wanted, and 98% of the cars were the same awful Toyota Camry’s. Chose a Chevy Cruze withlow bucket seats that felt like I was in high school. Driveable, but not ideal. When my insurance company finally kicked into action, got my personal far into a body shop, the mechanic hooked me up with an adult car at another rental car company nearby, for almost $30/day cheaper.Cons: The hospitality of the staff was great, but getting to the point of recieving hospitality was an AWFUL experience. The automated system at Hertz is near the worst. Like internet provider bad... the people are nice, even at the agency’s that I didn’t rent from. When I dropped off the Chevy Cruze, they were gonna charge me “added fee’s” for numerous reasons, but I wasn’t having it. Such a bad experience. So they dropped the fee’s. They could’ve done even better. I should of paid half for only getting half use with a deeadful experience.
2.0 MediocreMar 2 2021
Cons: They had no car for me for days. It was terrible. Absolutely terrible. I never will rent from Hertz again.
2.0 MediocreSep 24 2020
Cons: Car was not available. Hertz sent me to another location that was also out of cars. Employee told me hertz is bankrupt and usually doesn’t have enough cars for customers. Guaranteed rental means nothing. It is terrible not having a reserved rental car. Never again hertz. Not worth the risk. Even the employees hate hertz
5.2 OkaySep 22 2020
Pros: The price .Cons: Very disorganized. Did not get what I rented. Payment process was sloppy . The whole management of the location was subpar.
2.0 MediocreSep 11 2020
Pros: Absolutely nothing!Cons: The car I reserved was not available. I took an Uber to the location only to find out that the car wasn’t available. I needed a minivan for a camping trip - the only cars they had were sedans. Empty-handed, I had no choice but to take an Uber back home.
2.0 MediocreOct 18 2018
Your prepaid option is worst not goodPros: I search the rental car at LAX airport, search results came cheap , I booked with comments that kayak has agreement with Hertz rental car. I paid on line with prepayment. When appear at LAX Hertz it appears that your prepaid option was 40 miles away from the Airport. I ended paying $140 more apart from what I prepaid $240 . So not a good experience, I will advise never opt for Prepaid option , you loose flexibility with no option and end up paying more. Prepaid option has the penalty associated, for sake of $20 customers end up paying moreCons: Not a good search place
10.0 ExcellentOct 18 2018
kayak not good for a car rentalPros: hertz did a great job in place and with an outstanding attitudeCons: Kayak got me a cat 45minuts drive from where I needed it without a change notice, so I came to LAX expecting to get a car and it was in Encino, an hour away, so I spent an hour on the phone for a credit and then, Hertz got me a car and made me happy and of course, cost me 30 more than Kayak was reserving, So next time I go to herts direct, they know what to do
4.0 OkayMar 17 2018
Pros: Misleading ad on Kayak. I searched LAX. The car appeared in the search but pickup was 49 minutes awatCons: Hertz personnel were inflexible
3.2 MediocreFeb 20 2018
Horrible Customer ServiceCons: When I arrived at the Hertz Hawaiian Gardens location at 10:48am last Friday to pick up the car I had already paid for online, the sales person I spoke with told me they had given up my car to someone else that morning since I wasn't there at exactly 10am (when I had the car reserved from). He then proceeded to tell me that they didn't have anymore mid-size sedans available (which is what I paid for) and that I would need to upgrade at $15 a day to a full-size sedan that they had available or go to another location to find a mid-size. None of this made any sense to me given that I had already PREPAID for a mid-size vehicle. I showed up less than an hour after my reservation time so the car should have been there waiting for me. The sales guy then got into an argument with me over this and continued to tell me over and over that I was wrong about the fact that my car should have been there and reserved for me since I already paid for it. He was extremely rude and unhelpful and, given I had an event to get to, I had no other choice but to upgrade to the only car he told me they had available for an additional $66.01 for the weekend. As soon as I got into the car, I immediately called the Hertz 1-800 number and told them what happened. The guy I spoke to on the phone told me that what the sales guy in the store did was entirely wrong and he should have called roadside assistance to find a mid-size vehicle at a lot nearby to bring to the Hawaiian Gardens location if they had given up the car I had already paid for. He also told me that I should not have had to pay the up-sell fee (because it was an up-sell) so he told me he would refund me the $66.01 in full. Unfortunately, when I dropped off the car yesterday at the Hawaiian Gardens location, I found out that I was never refunded the $66.01 and was instead refunded $7. Another sales guy was helping me get checked out and was telling me that I wasn't refunded and the original sales guy happened to be there that day as well and made the following snarky comment "if they wanted to refund you, you would have been refunded" and then rolled his eyes at me. I again, walked out and then called the 1-800 number again today and was told by someone named James that I will be refunded the remaining amount for the up-sell and will see it back in my account within 5-7 business days. Never have I had worse customer service when renting a car from any company. I will NOT be renting from Hertz again.
10.0 ExcellentSep 26 2017
Pros: our agent is just fantastic, not only he rented out the car but also covered the insurance for any body damage