Hertz Car Rental - San Francisco International Airport - SFO - California - USA
One Way Rentals
Verified Renter reviews ®
Hertz @ SFO
Booked in advance, and I am a gold member, so when I landed in San Fran (Tuesday morning), I had the car description and stall number. From the terminal there was a decent length walk to the light rail, and then about a 10 min ride on the train to the car rental area - not terrible but not ideal. All the counters were really busy, people everywhere, luckily I didnt have to deal with any of that, otherwise it wouldnt have been a good review. Went straight to the stall, car as described (Nissan Altima) got in in and proceeded to exit. Only one exit gate open, took quite a while to get out, attendant when I got there seemed nice and knowledgeable, so can only presume rookie rental drivers were holding everything up. Trip went well, returning the car (on a Thursday) was a breeze (again gold member just got out and left) otherwise there was a decent wait for an attendant to check you back in, train back to terminal all good. Car only had 151 miles on it... so pretty much brand new, no problems inside or out.
No car available for a confirmed reservation
Had a confirmed reservation for a full size car at SFO on 26 Dec 2014. Reservation made four months earlier.
Arrived on time at SFO after a 12-hour flight from New Zealand. Chaos at the Hertz rental counter - "no cars available, try other companies". The manager blamed Head Office at Oklahoma City for continuing to take reservations when there were not enough cars, but hey, we had booked four months earlier. We tried other airport car rentals - nothing available.
We had to travel to our pre-booked accommodation in Carmel - the cheapest option was the Monterey Shuttle. Arrived four hours late after an uncomfortable ride in a packed shuttle van. Other passengers in the shuttle had also been turned away by Hertz.
After reaching hotel phoned Hertz Seaside (near Monterey) who initially said "no new rentals", but relented when we told them we had a confirmed and dishonored Hertz reservation from SFO. A car had been returned faulty (radio not working) and they allowed us to apply our reservation to it, and we were all set.
Now, Hertz's failure to honor our confirmed reservation left us out of pocket - the fare on the shuttle, taxi from hotel to Hertz Seaside, and the relocation or drop fee from Seaside to SFO (we had to return to SFO four days later).
I have written to Hertz's head office (Oklahoma City) with documentation of our extra costs. No reply. I am being ignored.
Have others had experience of arriving at Hertz with a confirmed reservation to be told they have no cars? What is the point of booking a car in advance if they don't have cars and tell you to go away? Yes, I am sure they have a few no-shows, but the benefit to them is that by taking advance reservations they get a good handle on likely demand, and also it steers customers towards them and away from the competition.
Isn't it reasonable to expect Hertz to pay for transport, from the pre-arranged pick-up point if there are no cars, to the renting location where the car is provided?
We contacted our insurance company who indicated this kind of unexpected event is not one you can insure against. Even though it can ruin your vacation with delay and extra expense, and is really a provider default.
Please note that if you book a car with Hertz they may not have a car for you, and then you are on your own.
It is really frustrating when you seek some kind of explanation/satisfaction by both postal mail and e-mail from Hertz to not even be replied to - I call that unprofessional and un-business-like.
Unverified Renter Reviews
Our flight to Sacramento from San Francisco was cancelled. We came to Hertz and asked them if they had any discounts. The gentleman at the front desk went above and beyond. Thanks for the great experience.
I wanted to bring to your attention a terrible customer service experience that I had.
I arrived at Hertz SFO, at approximately 9:35 AM on 7/25/15.
The first problem I had was that when I was at one of the kiosks, the person asked if I wanted a car with a GPS, and I said yes, and she put into a larger, more expensive car, without telling me.
Next, the car that I was given had a radio that did not work.
Two people in the garage gave me a new car, and told me, that when I exited, that they would take care of the paperwork.
That seemed to be the case, until, the attendant, Del Arracia, realized that I was not a gold member.
At that point he became abusive. He told me that I should have never have taken the car, and that he had lost all patience with me. I told him that the two people who gave me the car, had on Hertz uniforms. He then stated that anyone could have on a Hertz uniform, and that by not getting their names, I showed a total lack of common sense.
I went back to find a manager to get a third car, and that is when my problems started. First it took a ½ hour, to find a manager to help me.
I met with Sabrina Brown, and was given a third car. I left with the third car, and because of the all the confusion, I misplaced my license, or maybe handed it to Sabrina, and she did not return it.
In any event, I pointed out that a picture of my license was taken at the kiosk, and that they could verify that I had a license that way. Sabrina stated that the company was not sophisticated enough to be able to retrieve the picture. After some pushing she tried to contact her managers to see if they could find my picture, and no one got back to her. I asked if they could look in the cars I was in, for my license, but the records of what cars they had given me, were unavailable.
Finally, she said she would try and retrieve the picture of the license, and asked me to email her. I emailed her the next day, and got no response. I then called her the following day, and still got no response.