780 Mcdonnell Rd, San Francisco, CA 94128
Fax: (650) 624-6683
24/7 Reservations: (888) 225-6097
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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.
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.
We are Gold members and loved the flawless service. From booking the rental to returning it was a breeze. We picked up the rental at the SFO airport by taking the airport train. It dropped up us off. We walked to the car. The keys were in the driver seat and away we went. Simple return as well. Looking forward to our next rental experience. It's nice to know something in life is so simple and reliable.
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.