nicoleReviewed on Oct 16, 2018, 9:41 PM
I have rented autos on numerous occasions both here and abroad. To date I have never had to deal with such complete inflexibility. I requested to pick up the auto 1.5 hours early so that I could make a meeting in San Francisco. I was told that this was impossible; that I could call around to other locations to see if they would have cars available at this hour. I proceeded to call 3 other locations-one said no', another would not pick up the phone despite multiple attempts, and the third informed me that I would likely be charged > 100 dollars for the same vehicle/contract. I was supposed to be in the City until late (after the locations closed) for work/work meeting. Therefore I asked if I could instead pick up the same car that I had reserved first thing in the morning and just pay as if I had picked it up the afternoon prior as planned. The charge for this (which is ridiculous) would have been > 100$. So I would have the same car less time and pay more for it. Does this make sense to anybody? At this point I requested to cancel the reservation-as has been possible with every other rental to date. I was told that this would cost 100$. In summary, for a completely inflexible location not even considering allowing me to pick up a car 1.5h early or make some sort of compromise, I wasted hours of my morning making phone calls and had to miss an important work meeting to arrive at the Oakland office before the store closed to pick up the car. In the end, after making above sacrifices, I was not even given the car that I reserved. Terrible experience.
The additional star is for a front desk trainee who seemed to be the only employee that could at least offer empathy.
JohnReviewed on Oct 8, 2018, 11:25 PM
The office staff and drivers at this location went out of their way to help us in every single way, they worked with us to make our experience better, and they even drove us back to the place we were staying at the conclusion of the rental.
Ron45Reviewed on Sep 5, 2018, 4:41 PM
Can’t say enough good things about this Hertz. We have rented from here several times. Staff is always friendly and cars are always in great shape. On Labor Day weekend they went above and beyond. We showed up 2.5 hours early to pick up our car on the busiest day of the year. They went out of our way to get us a car in a timely manner so we could start our trip. Much appreciated.