Hertz Rent A Car

This story starts with going to 3 Hertz offices and ends with a Manager Michelle refusing to give her last name and hanging up on me.
I am than told by Hertz to go to a Hertz office in SOMA but someone failed to tell me they close at 12 or 1 pm on Saturday. I am than told by another Hertz representative to go the Mason Hertz office. I get to the Mason Hertz office and I am told they do not handle Car Insurance Rentals and they can not give me a Car and than tell me to go to the O’Farrell Hertz Office which I had to get to by 2 pm. The second time I am given the wrong information.
I than proceed into the office and no one is at the front desk for 10 minutes. Finally I am able to speak with someone and I am asked if I want Car Insurance Coverage which I «Reply No I do not want Car insurance coverage as I have car insurance». Thought nothing of this until I get a $ 646 charge on my credit card for Car insurance Coverage for 38 days at $ 17 a day. I than call Hertz O’Farrell with the question of why was I charged and they explain to me I have to Call Hertz billing. I than proceed to call Hertz billing for them to say I signed for it. I go was there two signatures one for the car and one for the coverage? They say no. Was there initials accepting coverage? They say No. It was on my contract and my one signature approved everything.
I will be the first to say after my car accident having lowback pain, neck pain n a slight concussion I did not check over the contract, Well why? Because I already declined the car insurance coverage. Why would I think there would be anything on it other wise. So I ask Hertz billing how can I take care of this and they say call Hertz O’Farrell. I just got off the phone with them why would they tell me to call you? Representative says I don’t know because if a mistake is made by their end you need to take it up with them.
So I call Hertz O’farrell, run through my story all to be told the Manager Michelle will call me back. She does not call me back. So I call first thing in the morning to speak with Michelle and I am told she is not available and she will call me back. She does not call me back and I call at 4:10 pm to find out Michelle left work for the day. I don not get a call back so I than call mid morning and Michelle is the one that answers.
So I explain to Michelle my ordeal and I find out Michelle is the one who took my intake on the first day. I tell her «I never agreed to Car Insurance coverage as I have my own car Coverage» and she states «you signed for it». I go I understand that but I verbally stated «No I do not want Car Insurance Coverage as I have my own Car Insurance Coverage.» She replies «you signed for it». I go look, this is a car accident, I was just in a car accident 90 minutes prior, I had to get to the body shop by 1 pm and than get to 3 Hertz offices with low back pain, neck pain and concussion by 2 pm.
I agree I signed it and I did not check over the contract but I go is there a chance you made a mistake and left the coverage on after I verbally declined coverage? She goes «No because we repeat it back to you twice». I go «nothing was repeated back to me twice»! Listen I can understand if I missed it once but than two more times? In all honesty a mistake was made by Michelle and a mistake was also made by me by not checking over the coverage.
Circumstances being as they may Hertz made about $ 50 a day for 38 days do I really need to be taken advantage of right after a car accident and Hertz made over $ 2000.00?
Michelle states there is nothing she can do so I told her I want contest this and file a complaint. I than asked for Employee number and she stated they do not have employee numbers and I than asked her for her last name as she is the representative who completed my booking and she is also the Manager. Also I needed her full name for what ever email I need to send out to file a complaint.
Michelle refused to give me her last name!!! Let me ask you what representative and furthermore what Manager refuses to give a client their last name? Your the manager right? Your responsible for everything that goes on in the office right? She replies I am the only Michelle in Hertz O“Farrell. How am I supposed to know that is true or not? This is seriously one of the most unprofessional things I have heard, that a Manager does not give out their last name and gives that type of response? It would appear someone is trying to dodge responsibility.
I go «Michelle if I walk into Hertz today do you have a business card stating you are the Manager»? She states yes! I than go, «on that business card is your first and last name on that card?» She replies she is going to hang up on me now and proceeds to hang up on me. Now I am supposed to think this person did not make a mistake? I will never Rent From Hertz again.

Unprofessional, rude, utter disregard for customers. Booked a reservation 3 weeks in advance dropping off at LAX. Received an email notification reminding me of my upcoming reservation. Called and spoke with manager one day prior to ensure my vehicle will be ready when they open since I have a long drive. Arrived on day of pickup to be told my reservation was cancelled. WHAT!!! The manager, Michelle, had no regard for my need for a vehicle and did not care to look into why my reservation was cancelled. She told me they have no vehicles available and that I should try another location. She was not willing to find another car for me and made it obvious I was a burden. I was on my own. I called the 800 number and they said no other locations are showing any available cars. I waited for almost 3 hours in their dirty lobby and what I realized was they didn’t have any cars to fulfill booked reservations. I also realized Michelle was not motivated to work — she was moving slowly, not answering the phone, and not talking to customers; simply standing in front of her computer doing something for long stretches of time. Another employee named Mahala was cheerful and apologetic. She cared about what had happened and wanted to help but limited by Michelle. Mahala was running between the desk and garage to help different customers. Heck she even aired a tire for a customer. What a great person who cares about her customers. After 3 hours I was offered a mini-​van instead of the full-​size I had reserved and at a more expensive rate. When I asked to keep the rate the same as my reservation Michelle told me she didn’t even have to offer me a vehicle given they don’t have any to spare. She was doing me a favor. Its either this or no car. I had a long drive to LA, I quietly accepted. This location, its service, the attitude of the manager all reflect poorly on Hertz. I will never rent from a this location again. It would have been better for me to pick up at the airport and would have taken less time, and less stress.

This place is a disaster. No cars available for a line of people who had made reservations. No explanations or estimated time until cars will be available. No apologies… just «no cars now».

What a mess. Arrived at 9 a.m. to retrieve rented car, but at 9:31, I am still waiting to be handed the keys. The office is full of people wanting their vehicles, yet every transaction appears to have the complexity of string theory. One clerk was consumed with trying to find vehicles from other offices; the other slowly moved from one customer to the next with the sense of urgency of the average sloth. The most inefficient process imaginable.

Best customer service ever. Anthony and Marquida is very very friendly and nice. I rent cars here quiet often and I havent been disappointed once! I recommand this location over any others in town. 5+ stars

Thank you Hertz! I was starting a 10 day road trip and I made a mistake with my reservation and the car rental was going to be $ 600 more than I expected but the staff worked with me and saved my trip by only increasing it by $ 170 – truly exceptional and quick service!

We rented a car July 2014, pickup at O’Farrell and we wanted to change the pickup time in advance. When I called the O’Farrell location, they told me they couldn’t revise the reservation and told me I needed to call the Hertz 1 – 800 number which I did. The new time was added and confirmed. When we arrived at O’Farrell, the agent there told me he had no information about a time change and there was no car for us. He said there was nothing he could do and actually told me to «step aside so he could help customers who had a REAL pickup time of 9:00am». While I was on the phone with the 1 – 800 number agent who was trying to help us find a car at another location, he told me they «didn’t know what they were talking about». He was so rude and unhelpful, he needs to be in a job that doesn’t involve dealing with people. This has made me change my opinion of Hertz in a very negative way. I’d never advise dealing with this location and consider renting from another car rental company.

Worst car rental and parking garage in the world. I was living in the attached apartment for three years. During this periods my Mazda was scratched three times in the parking lot and no one take response for that. Most of time you need to leave you car key to the keeper because the garage is full as hell even you paid fxxking 300 bucks each month for a tinny random spot and they can even lost you key and refuse to accept that. Sometime the garage keeper will also takes your key home and let you wait there for couple of hours. Do not attempt to rent car or park your lovely car here, they will messed up everything!

Full Disclosure: I do rent from Hertz quite a bit, so I generally have a positive impression of the company. I almost exclusively rent on weekends, so I cannot say what happens during the week, but I imagine it is consistent with my experience.
This location is one of the places I have rented from more frequently over the past 18 months. I do not recall a truly bad experience (yes, there have been lines sometimes, but that can be expected) and overall I have a very high opinion of the team here.
They are professional, courteous, and efficient.

Only 1 person working desk and getting the cars. Not sure how they get away with this but I should have reserved a car at the Mason st branch where I went first but was told I had to come here since this is where I reserved it, well never again. Avoid this office. On the good side, the car was somewhat clean inside, freshly washed and drove fine. Return was fine.

Well if you want to get ripped off and have extra charges thrown on your bill for no reason this is the place for you. Central location if you’re looking for crack or just want that wif of Amsterdam, Not to mention, might take over a week to get the «security deposit» back while your money sits in their bank account. Nice Hertz, glad to see were you’re making most of your money these days

It looks like this location is pretty hit and miss, but I’ve only had positive experiences for the five times I’ve rented a car here.
I almost always get single or double upgrades, and the employees there don’t hassle me too much about upgrading, extra coverage, etc. The cars are always clean and in good shape. Very convenient for me because when I rent on the weekend, I can drop the car off Monday morning and walk to work afterwards.
I first started coming here because the rates were considerably cheaper than other Hertz locations in San Francisco. I assume this is because it’s smack-​dab in the middle of the Tenderloin, so I always get asked multiple times if I want to buy meth while I’m walking to pick up my car. This, however, is obviously not the fault of Hertz, but contributes to the loss of a star.

After a major fiasco starting with another Hertz location and leading us to this location I must say this is the location to choose!
Long story short all I wanted was a navigation system for my car. I asked the attendant at the first location (Mason St for anyone wondering) and she offered little to no help and just shrugged her shoulders at me like «sorry no can do, I would give you one but I don’t have one.» Then my boyfriend and I took our car and thought «we can do this we can travel the CA coast with no navigation.» Then we quickly decided that was a bad idea and decided to call the reservation hotline which transferred me 4 different times with people telling me different things not knowing what they were really saying. This lead me to the O’Farrell Street location where the manager, Jessica, promptly helped us out, explained everything to us, called multiple locations asking them for cars with navigation and finally finding us a wonderful car that was a nice upgrade from our first choice.
I really have to say as a gold rewards member of this company I was about to throw the towel in and forget about this company for the lack of respect but I must say Jessica turned it all around for me and made my trip extra special. Her friendly attitude and helpfulness made missing wine tasting in Sonoma valley ok because it restored my faith in the American corporation. That there are people with hearts who care about their job and perform their job to the fullest extent. I urge you highly to book through this location. Professionalism at it’s finest.
Long story short. This location. This friendly staff. Best option!

Reserved one car online, arrived 1 hour after reservation and the car was not here yet, and there were 5 more people waiting for their car.
At the end I didnt even got the car I rented.
Bad, bad service!

If I could give negative stars I would. Patrick Garcia was extremely rude, and unprofessional. I will NEVER rent a car from Hertz again.
I have been in sales and customer service for YEARS and have never seen such horrible service. This makes the over all company look bad. When I called to speak with Patrick’s manager, Bert told me that they did not have a super visor to speak with and when I mentioned that we received awful treatment, bert had the nerve to tell me that Patrick Garcia was actually very nice, literally taking his co-​workers side, instead of «apologizing to the customer». This is cheap customer service.
Avoid this Hertz at all cost.

I was initially worried about renting from here based on some of the more negative reviews, but when I came it was very easy, no long line (I came very early in the morning on a Friday, as I was trying to get out to Yosemite asap), and I got my key and just headed to the parking lot to find my car.
Returning was also pretty eventless, and I had no issues with the car itself.
The folks here were also pretty nice — very helpful in giving directions on driving and on the way back, really nice about helping us find the closest gas station.
If it matters, I rented the car in advance online. I also had a very good customer service experience on the phone, as the operator tried to find any and all possible coupon options to give me the best rate possible.

Worst rental place ever! Do not rent here. Bait and switch… reserve one thing, get something else. Terrible!!!

Took forever to get in and out. Their printer wasn’t working or something, and then the guy helping me at the desk had to leave and go get the car, and then the car we had scheduled wasn’t ready. Free upgrade for that though, thanks Hertz!

Not a long wait –I’m a local –I saw them giving directions to foreigners and then I got my car, drove away for the weekend and pulled into the garage to return the car and the key. Done. Fifteen minutes flat.
Serious competitor for Zipcar’s day rates.

I guess it’s hit and miss here. A couple of months ago I got a car from this location for the weekend and ended up in a line that went out onto the street. Almost an hour later, I finally got my car. It is an incredibly inefficient system of 1 guy taking your details and processing the rental before leaving the counter to go get your car. Yes, it’s the same person.
Two weeks ago I rented a car again from them. I was the only customer there this time round and was in and out in under 5 minutes. I even got a free upgrade, some friendly smiles, and casual banter. Things are definitely much nicer here when they are under less stress.
The Pine Street location is still better in my opinion but this last experience has convinced me to give 550 O’Farrell the benefit of the doubt. Plus you can return the car after hours (till 10 pm) if you don’t need the car anymore.