The return time they gave me on the contract was one hour *after* the location closed for the day. And the location doesn't have an after-hours dropoff. So I was on the phone with National's call center in India for an hour trying to debate with them that 1) No, I wasn't going to drive all the way to the SFO airport in rush hour to drop off their car and 2) No, I wasn't going to pay a late fee because they screwed up by giving me the wrong return time. Finally I got them to tell me that I could drop it off at an Enterprise location as an alternative. So I found one after-hours Enterprise location in the area, dropped the car, and the next day I called them back to tell them. The call center people denied having told me to drop it off at Enterprise, and insisted the rental was still "open." When I finally convinced them that I had already dropped the car off, they asked me to call the Enterprise location to tell them where to take the car. Why is that my job? It's their car! Finally, I called the original office that rented it to me and they took care of it, even waived the late fee. Which is why this is a two-star review and not a one-star. Also the car drove fine. No problems there. Just terrible customer service!!!
I've had several bad experiences with Hertz at this location over the last few years. I'd arrive, the 'guaranteed car' wasn't available and I was directed into the Gold office, waiting in line forever to be offered another car, sometimes for more money. Grrr! This happened several times. Sometimes I paid the money, other times not. The real frustration was the delay. I felt they owed me an upgrade for waiting, etc. As with many Hertz experiences recently, I'd get in a car, turn the key to find the car had very high mileage for a rental car, stains on the seats - a beaten-up car. I'd walk back in and ask for a different car, or throw-up my arms and drive off. I stopped using Hertz because of it for a while. This coming from someone who had rented cars for what amounted to months of use every year. This time the car was okay but very basic spec with no parking sensors, etc. and pretty worn out. Service was okay but is this what I expect from Hertz? No. I've written. Response? No.
I rented a car a couple weeks ago for the weekend. While waiting in line to confirm my reservation, a manager asked me if I already had a reservations confirmation number and if so I could use the Kiosk machine. He was very helpful with guiding me to what I needed to do. Very impressed. Then when I went to pick up my car, I was advised to wait for a Rep to come meet me, a young lady representative came to me, asked my name and walked me to the available car. I rented a compact, however they did not have any compact cars available, so she said that she can upgrade me to the next size up free. I took the opportunity. I had a Chevy Malibu. Great car, it has awesome gas mileage and it super comfortable. Overall experience with Enterprise was super awesome. It was nice to be treated with VIP status. :) I recommend renting from the Enterprise SFO Arpt location and I will definitely choose Enterprise again in the future when renting a car.
I have rented from Hertz a few times and use to always enjoy the service and the selection of Cars. However, This time around I actually went through Hotwire and was lucky enough to get Hertz, or so I thought. I felt like the bastard child for using Hotwire. The counter person never once said hello, no greeting, a simple hi would have done nice. It says in there policy "Hertz is committed to providing our customers with the highest level of service" That's not what I experienced. The car i was given to rent was suppose to be a Kia rio or similar. What I received was a beat up Yaris which was so uncomfortable. the engine was slipping/bucked every so often and smelled like an ashtray with Vanilla spayed over it. returning the car was easy enough but the attendant just wanted me to log on and give her a good review for giving me a receipt. I'm seriously disappointed in Hertz this time.
Considering the unexpected storm w/e 10/16/16 the service I received was excellent. Enterprise did cut the one-way fee in half to $75,00 due to cancelled flights. My flight from SFO to FAT (Fresno) on Saturday 10/15/16 was cancelled and the next available was Monday. I was really left with no choice but to rent a car and drive the 3 plus hours. The gentleman that was processing my vehicle for me was extremely courteous and even helped put the luggage in the back of the SUV. I understand the one way fee and am very appreciative of the discount however, what is the deal with the Air Trans Fee of $19.00? The way the airport is set-up there is no other way to get to the rental vehicle's but by Air Trans.Overall for (Enterprise Customer Service) I cant complain and would rate the service as a 5 plus
Shorter lines than the other car rentals, since the price was higher. The biggest problem: we rented a baby seat with the car, rather than bringing our own on this trip. The seat they gave us was cheap and uncomfortable for our 9mo old. It rattled around, making her carsick, and my husband had to sit in the back and hold the seat in place for a 6 hr drive each way. Enterprise also did not install the car seat for us due to "liability issues", which meant we spent about an hour trying to get it installed at the airport, poring over the instruction manual. This could have been handled a LOT better. They should find a way to have the seat installed in the car when you pick it up!
I'm glad I chose Enterprise. I read the YELP reviews upon my arrival into San Francisco and they definitely lived up to them. I was visiting from NYC for a week with my Boyfriend and his Best friend who was celebrating her Birthday. The rental was great, fit our needs with no issues. What I most appreciated was our Customer Service Representative Rachel. Rachel greeted us immediately and gave us friendly,professional & personal care. Her knowledgeable about San Francisco was a huge help to us and she even greeted us on our departure. I definitely would use this location if i'm at SFO again or any otherEnterprise location thanks to this experience.
I arrived in San Fran at midnight and found the counter fairly easily. The line at the counter was short and the counter person friendly and efficient. There was a bit of a wait at the rental car location due to high demand but again personnel there were friendly and apologetic. I was given an upgraded vehicle and though the tank was not full, it was noted on my agreement. Upon return I was again greeted warmly, the return process was efficient, and I was even credited for the extra gas (above where it was when I picked the car up.) I very much enjoyed my rental experience and would highly recommend Enterprise at this location.
Monster line--was directed to the kiosk for video service, which is ok, but then spent five minutes waiting for video CSR to reboot. Then he informs me that I should have gone to the Gold desk and refuses to process my reservation! Went downstairs to Gold where there is another monster line and then am told because I booked on Priceline, I don't actually have Gold status. Then was "upgraded" to a larger car I didn't want--bad gas mileage and hard to parallel park in SF. Entered rental car facility at 11:45, left at 1 pm. Really not a happy experience. Only good things were the price was good and the return process was great.
I always use National at SFO and a few other locations. They make it simple. First of all you have a written quote when you reserve so no surprises. The Executive selection always has great cars and I can switch up. Check out of the lot is super fast with the scanner. Staff have wonderful morale. I cannot believe it is the same ownership as Enterprise which I hate with a passion. National will be my provider of choice for a long long time. Way to go. Great system, great people, great management.