Hertz Rent A Car

Very nice service… got a great car for two weeks at a reasonable rate that was cheaper by $ 100 over all the other rental companies and no lengthy wait period to pick up and return. I would definitely use them again. One very minor complaint would be that the car had a slight cigarette odor but since I used the air conditioner a lot, I hardly noticed it.

The best rental in town I am renting since 2004,
Great service by a cute and sweet lady she works in that office from Vallejo, she gave me ride back where I want to go
, hi fi service

Horrendous experience. Rented me a Car that needed an oil change as exchange for a car that had a maintenance error light on. Then Megan insisted to help me from «now on» exchanged me with a car that had body damage. Dirty and 50,000 miles on it. I posted pictures. She had plenty of time to reserve me a decent car. She did tell offer me a car I wanted then denied it but there were many other newer cars on the lot. After several conversations with her I realized she did me a crazy lady when she put me on hold on the phone. She told me she called another customer crazy not me. Ok so she admitted to it ! Her actions were not in line with the service she offers. I’ve been a gold member for hertz and never been so rudely treated by over counter service. Her belief system is customer is always wrong about what she said to me not accepting any accountability. The car she rented me after patiently waiting a week was a car that should not have been on the lot for rent because a car with that many miles has obviously had smoke resins. I insisted no smoke and that’s what I got.

DO NOT RENT A CAR HERE!!! The staff was unprofessional to the extreme– SLOWER than SLOW and RUDE/​MEAN as can be. I would give no stars if Unilocal would let me. I have been a Hertz Gold Member for years. I usually pick my rental car in SFO. It has always been easy & fast… NOT the case in San Rafael.
I called ahead of time and was told they had a car available for me, quoted me a reasonable rate and promised to reserve it. When I arrived they kept me waiting at the counter for two hours. They weren’t busy. I requested help to no avail. There was a staff of two in the office. One was standing around chatting w/​friends who had stopped in. The other was snacking in the back, said he was a manager and didn’t work at the front desk. I had two small, tired & hungry children with me. An hour later I was finally reluctantly helped and was told they didn’t have the car I reserved. I can roll with that, things happen BUT, the car they had for me was 3 times the size and price. I wanted a small car for city parking. They wouldn’t give me the rate of the car they had quoted & reserved for me or do anything to make it right. At that point I was stuck and had no easy option but to take the car I didn’t reserve or want for 3 times the price. It was an hour after their closing time by the time I was given the key. I told them I would return it in 24 hours as the contract said the rental was for 24 hours. I made sure they understood I would return it an hour after they were closed. I wanted to make sure I wasn’t charged for extra time if they were closed when I returned it. I was told to call Hertz to make sure that was OK. I called Hertz to confirm this would be alright. I was on the phone forever but eventually told that would be fine. I retuned the car 24 hours later. The shop was closed as expected. I received the bill & was charged for Six days!!! I called, was on hold FOREVER & transferred around in circles. I was eventually told they would remove the accidental charges. They did not remove all of the charges. In the end I paid an extra $ 300+. Life is too short to sit on the phone & argue w/​Hertz so I gave up. I decided instead I would write a Unilocal review, explain what happened and NEVER rent from Hertz again. AVOID this place.

I’ve been renting cars for over 30 years. My 70+ yr old mom is visiting from the east-​coast and she found this branch of Hertz via Orbitz. She was going to need a car for almost 3 weeks to commute to Cal for a project she’s working on. We had trouble finding it at first, as there was no visible signage from the street — and it’s actually in a strip mall of sorts — but the reason I’m writing this review, is that people often write reviews of bad experiences but not so much with good ones. We got without a doubt, the best service I’ve ever had in all these years renting a car. Steven/​Steve, was just fantastic. Super engaging, knew his stuff, guided us with some options and decisions, let my mom try a couple vehicles to see which was most comfortable. This was a role model for what you want to have in a customer service experience! Now that I live here in Marin, I will surely use this branch of Hertz and tell my friends to as well, and to ask for Steven!

If I could give no stars, or even negative stars… The staff was rude and inconsiderate. DO NOT rent from here. Avoid at all cost.

If I could give less than one star, I would. Absolutely terrible. Customer service was rude and not helpful in the slightest, and the whole place is just dirty feeling. Don’t go here, seriously.

These guys are so bad at their works. They do not know what they’re doing. Moreover, their customer responding is more worse… Plz, DO NOT GO TO THIS BRANCH FOR YOUR MENTAL HEALTH.

Beware! DANGER! Avoid this shop! Despite having a pre-​paid reservation at 8:30am mid-​week they were ‘out of cars’ for the ‘past three days’ and no effort was made to notify me, nor help me. «Sorry, there is nothing I can do.» They were unwilling to contact another local agency, unwilling to problem solve. No customer service.
Pre-​pay but the shop can’t ‘credit’ my card — had to call another number and go thru more haggling to get refund for a car I never had.
There are other agencies in Marin with much better service!
Enterprise, Avis.
Two weeks before this experience, I had a bad experience with understaffing, waited 45 – 50 min to get service on another pre-​paid car rental. I thought it was just a mishap, but now see a pattern. Their manager is often absent, needs to be fired. Perhaps his manager too?
Perhaps this is an endemic issue with the company outside of airports???

I would give no stars if possible. Rented a car for 3 nights in advance online and the Hertz couldn’t find it, then told us the car was not at the hertz at all. No way after renting early are we going to drive 40 minutes to an hour away because they didn’t have the car where it was supposed to be. do NOT come here.

Avoid this place like a pledge. Service is slow and rude. They won’t let you know if they have any cars available they rather have you wait around not knowing what’s going on and ask them any questions and they’ll beat around the bush. Sat there over 2hrs waiting. The man that runs the place is just as awful as the service they run. He kept asking what car we had put in the shop, which wasn’t relevant to us asking how much longer the wait will be. Finally we said it was a Mercedes and he gave us the most dirtiest look and said «we don’t have ANY Mercedes for you here». We never asked for one.
Never stepping foot in this place ever again.

Nightmare! Don’t do it! Save yourself the grief!
I too made an on-​line reservation (pre-​paid) no less for a rental car at this Hertz San Rafael location. When I arrived with my grandchildren for our trip (at the time I specified the reservation for) they didn’t have a car available and all they could say is we are expecting your car here shortly. I waited about 1 hour and no car arrived. This was at the end of the day and they were going to be closing soon. Not only that, while I waited for the no show car, I watched as the Hertz employees continued to take credit cards from walk-​ins and told them the same thing! Basically they continued to sell something they didn’t have! I thought that was illegal! If there is a lawyer out there interested I think there is a class action law suit here! It gets worse. Hertz charged my card and it is 3 weeks later and I am still waiting for my refund and having to make follow-​up calls to their Oklahoma 800 #. The person at the counter Katie told me that when you make a reservation on-​line or on their 800 number Hertz does not know if they will actually have the car you are pre-​paying for or reserving. Seems to me a corporation that big should have a better system then that! I ended up going to Enterprise in San Rafael. They had a car and even matched the rate I was suppose to get with Hertz after they heard my story. So Enterprise ended up saving my vacation with my grandsons! Hooray!

Will… Never… Come… Here … Again.
Made an online reservation to pick up a car for a week. My spouse and I only have 2 seaters & we were having a out of town guest stay with us. We were picking them up from the train station later that day.
We went in to Hertz in the morning when the online reservation said our car would be ready.
Nope!
No car & no info in when they may be getting a car in.
What? Why did I make a reservation & PAY for it already then? (we were renting for a week & you have to pay half of total amount to make your reservation valid)
The manager (guy with 80’s mullet hair cut) would not make eye contact with us & rushed outside to help someone.
We were left with with a new person who was so clueless it was remarkable.
I had to suggest to her if * maybe* she could look in their inventory & see what was coming in today.
At that point she looked at the screen & said, «Well people bring cars back when they want or not at all. We dont know what is coming in or if anything»
What?
They could not give ETAs or even if a car was coming in at all. I paid for something I did not get but my first concern was securing another car because we had a guest to pick up .
The girl blamed the Fleet manager when I pressed her, she said they will only give them like 2 cars for a busy time like a holiday weekend even.
They said they would call us IF a car came in that day but there were 2 other people ahead of us!
We said no wanted a refund.
They could not give us one they said.
We had to call a 800 number.
We went outside, called & got customer service in India (& both people were very difficult to understand) where after they heard that we wanted a refund, they hung up on us TWICE! (2 different people)
So we put that to the side called another car rental place & got a car just like that.
Durning the week we called Hertz & got customer service in the US and explained what happened. Hertz was now trying to keep $ 100 of ours. Then they refunded &80 dollars.
So longer story shorter, after a phone call to the bank letting them know it was Hertz who did not honor their contract by not even having a car for us we were refunded.
Never again will I deal with a company that is so poorly managed and has untrained, unprofessional employees.

Quick, simple, easy check in. No problems.
Friendly service. Clean car. Run down waiting area but whatever. I’d recommend this place in the future. I have heard from a local auto shop that this location has some difficulties keeping inventory, but there was at an issue while I was there.
They got me set up quickly while managing several other people in the waiting area. They had a note in my profile that said I worked for Unilocal.Haha. Not sure where they got that, but I was flattered in a way. They have a good enough CRM system that recognized my Gold status by using my drivers license. Wish airlines would have the same capabilities.

Arrived in town yesterday and got a rental from the airport. I normally rent with National. No hassle. I walk right to my cat selection of choice on the executive isle. Not at Hertz. Took me more than one hour to get out of the airport after being on a plane for 5hrs. The car choices were worse & worser. I tried today to exchange the car and drove to this San Rafael site — well I’m told they have no cars. This is like going to the supermarket to learn they have no food. They see that they have reservations and communicate that they don’t know how they are going to deal with that. Can someone say — regional manager! I’m sure spring break demands is not a new phenomenon. So I’ll continue to drive this junk of a car Ford Fiesta. The car can not transition well into gears-​noisy and horrible. Smelled weird when I got into it… yuck. I’m in the area for 9 weeks. I only reserved this car for 4 of the 9. You’d think hearing that I have 9 weeks in a vehicle would prompt someone to do something about this. I was told to check back in another day. I’ll be calling rather than wasting time driving. Now in the middle of my busy work day, I have to call to check status of them having a car. This is inexcusable. I’m going to see if my company will let me switch to National. The company’s policy requires us to use Hertz. I say please get rid of this corp account with Hertz.
Why one star? I had no ability to choose lower.

These guys did a great job when I needed to rent a car for a trip to San Diego. The car was clean and ready on time, in great shape, and they were absolute professionals. Highly recommended.
Special kudos to the gentleman who dropped me off after the rental was over. He was personable and kind. This is exactly the sort of customer experience that Hertz ought to be striving to deliver.
I frankly don’t understand the low ratings this location has received. Looks to me like someone is playing games. I had a great experience and, from what I saw, that appears to be the norm in this location.

This can be a crazy busy place but considering the volume, they do a noble job. I’ve rented from this location as needed for years and they get me in and out in under 10 minutes. The staff is friendly and professional, I find that courtesy works both ways. Customers have immediate needs and renting a car can be more often under duress. Hertz is also a CSAA service tie-​in and making a reservation is usually easy right over the phone. There are times when promised vehicles are not available, rental returns and needs vary, but they try their best. The cars you rent are quality new cars, but if I have to change to a different vehicle mid– rental, they usually are able to accommodate me quickly.

Ok, they were so nice here. Really nice. Helpful. I gotta deal. I gotta 2014 Mustang to drive after I banged up my 2014 Prius. DUH! Hey, no comments on my driving ability.
The Mustang was great. Hertz in Eureka, California also helped me when I had a problem with my rental. Everything worked out great. Thanks!
I can agree, they are short staffed, but they are nice. They need to not overwork the staff or this place will be awful!

I rented a mid size car from this Hertz location for a week and to go on a trip out of State.
Now first off, when you Rent a car from Hertz, who professes to be number 1, you have a certain expectation about the upkeep of their vehicle fleet. This location rented me a car on September 24, 2014 that ended up having several maintenance issues worst of which were almost tread-​less front tires! I didn’t initially notice the tires but discovered their state of wear while already well on my journey. I was stressed the entire time wondering when one or more of these tires would go flat and possibly injure me or worse.
You would be well advised to inspect their cars at this location thoroughly as they seem to pay no mind to the condition of their vehicles. This particular car, a silver Ford Fusion, had nearly 60,000 miles on it.
Additionally, this Hertz must only rent cars to people who smoke as the above referenced car smelled like a chain smoker’s vehicle, yuck!
Renter beware

This has been my go-​to rental location on return visits to Marin County since moving out of the area in mid-​2011. Last time (just over a month ago) I changed things up and reserved a one-​way rental with pickup in Los Angeles and drop-​off back here.
i feel like this place suffers from its small size and limited resources. Clearly it’s not an airport location, but the strain is evident at times — and was very clear on my most recent visit when myself and several other customers had to wait at least 10 minutes to be checked in.
I am sorry to see that other customers have had issues with service, etc, but each time I have interacted with the staff has been fine and pleasant. i think that booking in advance was helpful in both instances, as they showed me to the waiting car and were able to speed me right through the various forms needed to complete the rental.