Jennifer Reviewed on Oct 12, 2018, 12:10 PM
We booked an economy car in San Rafael, CA the night before our pick-up in order to take a quick afternoon trip to Oakland - the prices were very reasonable on carrentals.com so we decided to use it instead of going with Zipcar. Even though I booked the car only for only a 24 hour period, when I added the $9 insurance before checking out it charged me for two days of insurance instead of one - that was my first indication that things were not going to go smoothly with this simple solution to a day trip across the Bay. Then when we went to pick up the car from Hertz the next day, the address on our confirmation was completely wrong! We arrived and there was nothing but a hollow shell of a building, and no new address to indicate where to go to pick up your rentals. We ended up calling the Hertz office and they gave us the new address which was another 15 minutes away. Once we arrived to pick up our car, I was told that they no longer had our chosen car size available and that I was to be upgraded to the next size up.... and would have to pay for it! Despite my protests that the onus wasn't on me to pay the difference if the booking was confirmed, I was informed that I should have called first to check to see whether they had the available car in stock. In all my years of renting cars I have NEVER been told it was the customer's responsibility to call the car agency to ensure our selected car was available...nor have I ever been made to pay for the upgrade! Lastly, when I asked who to inform or how to report that the address given to me was incorrect (in order to save the next person from going to the wrong location to pick up their car!), I was told bluntly that corporate needed to update the website and nothing more. While many of the above issues may have more to do with Hertz and less with carrental.com, I felt helpless as a customer and felt I no outlet for complaint or accessible mechanism for challenging the issues we experienced on-site. The icing on the cake was when we got our check out documents emailed to us, the customer form was already filled out for us by the woman who helped us - with 5/5 in customer service and satisfaction! I generally left the experience with a bad taste in my mouth; I most certainly will not be using Hertz again and will definitely think twice about using Carrental.com in the future.
Ron45 Reviewed on Sep 3, 2018, 5:34 PM
Easy reservation, trouble free pickup, good car with great gas mileage, seamless drop off.