Hertz Rent A Car

I am disgusted with the customer service here; paid the deposit for a car two days ago and called up today to cancel due to family emergency, 5 days before I would be renting the car to find out that there is a $ 50 cancellation fee — bearing in mind for the day the car is only $ 65. Awful customer service, the employees on the phone were no help at all. It isn’t hard to see how this place has really low ratings on Unilocal.Do not use this place go elsewhere and save yourself.

This is the Hertz kiosk inside Union Station, LA’s biggest train stop.
1. My train came in at 9pm. The car rental kiosk had closed at 2PM. Had to change my plans and get a downtown hotel room so I could pick up the reserved car the next day. And Hertz is Amtrak’s «partner» (evidently in name only).
2. From the kiosk to the car was a LONG walk including three flights of stairs. Long way to haul one’s luggage, especially at my age (pushing 70).
3. Car was good, clean, but only had ⁵⁄₈ tank of gas. «I didn’t have time to fill it» said the guy. OK.
4. Return lot is almost impossible to find (no signs along the way, and it’s behind the station in a maze of alleys). I scoped it out the day before and with the help of two parking lot guys found the right place and marked it on my GPS because I wouldn’t have time to futz around looking for it the next morning.
5. When you leave the return lot there are signs that say «To Amtrak.» If you follow those signs you’ll find yourself on the second floor of a three-​story building with office listings, none of which say «To trains» or anything useful like that. Just wander on all three floors till you find the trains. (Hint: first floor, though there’s no indication of that in the elevator.)
6. Two days after I returned (AND LOCKED) the car, I realized I’d left my GPS in it in my haste to park and catch an early-​morning train. Called the Hertz kiosk and the guy said «Maybe it’s been rented again» but then he checked and said «No, it’s still there.» I asked him to look for the GPS and said I’d call back. Called back a couple hours later and he said «We searched the car top to bottom and there’s no GPS.» Apparently I should have asked to talk to «The guy who picks through the cars for good stuff between the time they’re returned and rented again» but didn’t know his official job title.
All in all, not an experience I’d repeat. There’s a Budget kiosk right next to the Hertz one and it gets much better reviews. So much for «partners.»

They don’t gurantee same day car rental reservations made on third party websites. They tell you this after waiting in line for 30 minutes and make no effort to find out if nearby locations have any cars available.

It’s faster to walk to wherever you’re going than rent from here. I’ve been waiting for 25 mins despite no line. You’re killin me hertz!

Never really went through the renting a car process but very well explained and amazing experience. I feel like a pro now! Lol very nice staff and will def use them again to rent a car when needed

This location is the best service I have ever had with a car rental company !! They had many luxurious cars to pick from and the guy who help me was so helpful and very nice, even showed me to my car. I’d definitely am just sticking to renting cars from here. Definitely put the clients first !

Like almost everyone here said: this is the worst rental place I’ve ever been to. Made a reservation for a car, showed up, and no one was there to help out the customers waiting for a car. This was the second time I’ve tried this location, only because I get a discount with Hertz as a member of the state bar, and it’s the closest location to where I live. I should have known better and not have dimissed the first incident as a fluke. But as they say: time is money. So instead of subjecting myself to another wait in eternity, I ended up going to the fully-​staffed Budget kiosk next door to them. Between leaving for my trip on time and saving a few bucks, I’d rather just cough up the extra money.
When the guy for Hertz finally showed up (15 mins after I had already started finalizing the reservation and 30 mins after arriving at the kiosks), he didn’t even seem apologetic to the customer who had the patience to continue waiting, and instead told them that he didn’t even have the car they had reserved online available for rental. Then as our Budget rep was showing us where to pick up the vehicle, the guy at the Hertz kiosk had the audacity to ask the Budget rep to lend one of their cars to him. When he got no response, the Hertz rep turned to the customers and said «See, this is what I have to deal with.» Really, buddy? Why would Budget lend Hertz a car from its fleet? I could tell from the Budget rep’s expression though that he does that a lot. Talk about sleezy: trying to bring down a competitor when it is totally the company’s own damn fault for being disorganized and understaffed.
So in short: no cars, no rep, and whatever rep they send to hold down the fort is a dick. What kind of a business are you running here, Hertz? For a large corporation, you should get your act together. There should be no excuse for you to habitually have only single coverage at such a high traffic location as Union Station. Or is it because all you care about is lining your pockets with chump-​change at the expense of your customer service and image? Well then, congratulations: you just gave Budget a new loyal customer…

I truly wished i had checked Unilocal before talking my husband into arraigning to pick up a car from here. I was trying to avoid the drive to the airport but after I dropped my husband off today, I found out he is still waiting to get his car and it has been over an hour since his pick up time. He says there is only one guy working and he has to walk each person very far to get their car and its taking forever. If you read the other reviews here, they will go into more detail about why this place is messed up. I’m seriously thinking about contacting the HERTZ headquarters and making them aware of their Unilocal status, poor set up and if they plan to do anything about it.

Three stars for location, convenience, and a decent vehicle.
Customer service was great but pushy with the sales and distracted. I was not informed of the $ 200 deposit, I did not receive the coupon I inputted when I originally booked the vehicle online, and was charged for extra fuel when I told the guy I had filled the tank back the way I received the vehicle. They also charge concession stand fee and two types of taxes due to their location.
The only reason you should rent from this place is the convenience if you’re really desperate but I’m definitely sure you can find a much cheaper deal a few blocks down out of the station!

I advise anybody considering renting a car here to run, don’t walk, in the other direction. You may think it will be convenient, but it’s not.
This place gets 2 stars because the employees are super nice and give the best service possible. The issues with this location are due to the setup. Union Station is not configured to be a rental car facility. There is one crappy desk that an employee mans. After each transaction, he has to walk the customer to the lot, which is far away. So if there is only one person on duty (which is often), it will take about 30 minutes per customer. If you happen to get in line behind 4 other people… you’re just screwed.
Once you finally manage to get a car, returning it is super difficult. There is no signage and you have to rely on the assistance of various staff at the lots to point you in the right direction of where to park the car. If the parking attendants don’t feel like helping you, you’re just screwed.
Save yourself the trouble — just go to the airport to rent your cars. This location is the worst. Kudos to the friendly staff — they do what they can.

I normally write about food but as a true Unilocaler, I felt compelled to warn everybody about renting a car here.
Never ever will I rent a car at this location again. Sure, it’s convenient, but other than that, I have nothing else positive to say about it. I made a reservation for a compact car about a week before my trip. The main reason I chose this Hertz was because I was taking the train from OC to Union Station and obviously this would be the easiest location. My reservation was for 10am and I arrived on time. I was so pleased with how everything was going — no train delays, didn’t forget anything… pretty much, I was a happy camper. Until I tried to pick up my car. Apparently, Hertz had overbooked and they had NO compact cars available and they were waiting for more cars from the Hertz location at the Burbank airport. I wouldn’t have minded waiting for the cars to arrive except they told me that they had NO IDEA how long it would be before I would get my car. Maybe TWO or THREE hours depending. To make matters worse, I apparently wasn’t the only one waiting. They put my name down on a WAITLIST that already had at least 5 customers before me. Absolutely unacceptable. Never have I encountered such ridiculousness. We ended up just going next door to Budget and rented a car there. Granted it was more expensive than the deal I booked for Hertz (the AMEX card has some great Hertz deals btw), but honestly, time is money. Vegas for EDC wknd = get on the road as soon as possible! So lesson learned. I don’t think Hertz is a bad car rental company, but this location simply sucks. Do yourself a favor and book elsewhere. But if you really are going to book here, it’s near the front of Union Station at the end of the hallway next to the Famima convenience store.

Hertz rental is located right in the Union Station Terminal. Rep was ½ hr late arriving in morning at counter so there was a long line waiting… no apology. Car was dirty and obviously had not been cleaned inside evidenced by candy wrappers and crumbs on seats. When I returned car 11 days later, I walked past the same rep outside having a cigarette. At the counter, another line of people waiting. After 15 mins of waiting, I again walked outside to see rep talking on his cell phone. He showed up 10 mins later and muttered something about «those parking people». Huh? He was obviously just taking a break. His comment to my complaint about the dirty car was they didn’t have time to clean it. My advice is go somewhere else to rent a car. This guy is just going through the motions. Your time and schedule are not important to him. Customer service is awful. There’s a Budget booth right next to Hertz. I’ll use them next time.

I got to the counter at 7am for a 7:30 rental. It’s supposed to open at 7am but nobody showed up to work the counter until 8am and meanwhile the line of people that had formed went next door to budget for their car rental needs.
The wait was very annoying and I heard from a woman dropping off her car that the same thing happened the previous week when she picked up her car. For that, they should get no stars but they get two stars because when the customer service reps finally showed, at least they were courteous and gave me a small discount for my wait.

My original review was longer, but due to character restrictions, I’ve condensed it.
I made my rental reservation through
for a 2-​day, 1 hour rental reservation with a TotalPrice guarantee was $ 96.39. The guy who assisted me said if I wanted to keep my 2-​day, 1 hour rental, I would have to pay an extra $ 50 for the extra hour even though my confirmation said otherwise; I was forced to change my reservation to a 2-​day rental if I didn’t want to pay $ 50 more. My new estimate of charges was $ 88.90, which included the LDW, LIS, PAI/​PEC charges and a $ 50 certificate I received due to having an ant problem with a previous rental.
MONDAY, 12−31−12 — I arrived at Union Station parking Lot D at 7:45 AM and received a receipt for it, which I put INSIDE the return form along with my car key and placed it into the drop box at the rental counter. Everything went smoothly until I returned from my trip and found out my credit card was charged $ 141.14, an extra $ 52.24. I was charged for an extra 2 hours and an extra day of fees for the LDW, LIS, PAI/​EPC and concession fee plus tax.
Multiple calls were made prior to when I started keeping track of these calls. Here’s a timeline of where all the «fun» begins:
MONDAY, 1−7−13
3:38 PM — Spoke with Marlon and explained the situation to him. He would investigate the issue and respond within 2 days. He never responded.
THURSDAY — 1−10−13
2:22 PM — Followed-​up with Marlon and It didn’t sound like he investigated anything and he said he could, alternatively, issue me a certificate of $ 75, which is more than the amount of the refund; I declined. He said he would issue a refund, but can take up to 2 – 3 weeks to show up on billing statement. I Asked for a confirmation number, but he said there wasn’t one to provide since he needed to create a request for a refund. Told me to follow-​up with him if I did not see the refund by 1−20−13 or 1−24−13.
THURSDAY — 1−31−13
2:53 PM — No answer. Called again at 3:12 PM and spoke with Marlon briefly. He asked for my last name and phone number so he could give me a call back within the next 2 hours, however, he never returned my call.
FRIDAY — 2−1−13
3:01 PM — No answer. Called again at 3:54 PM and was informed Marlon was off.
WEDNESDAY — 2−6−13
4:39 PM — Spoke with Marlon who claimed he did call me back and left a voicemail, which was NOT true as I did not receive any missed calls or voicemails. He claimed the credit department issued a refund to me on Thursday, January 31^st; I did not see it. Said he would follow-​up with credit department and put me on hold for 24+ minutes. I hung up since it didn’t seem like he was going to pick up the phone again. 5:06 PM — Called again, no answer.
THURSDAY — 2−7−13
Called twice, no answer
WEDNESDAY — 2−13−13
Called 3 times, no answer
FRIDAY — 2−15−13
Called 3 times, no answer
TUESDAY — 2−19−13
11:52 AM — Finally spoke with Marlon who claimed he knew exactly who I was and the refund was «pending» with their credit department. Told him everything he told me had been a lie. Again, he offered me a $ 75 certificate, which could be issued right away and said «there’s only so much I can do». He then provided me with a phone number to their credit department: 800−654−4173.
WEDNESDAY — 2−20−13
8:13 AM — Spoke with Sherry in the credit department who also did NOT see any e-​file requests for a refund. Sherry called the Union Station location and transferred me, however, she transferred me to the WRONG location.
8:27 AM — Called back, spoke with Monica in the credit department and explained the situation to her. She said she, too, did NOT see any requests for a refund. Said that since I had picture proof of my parking receipt, I could email it to them along with my information and they would take care of the refund within 72 hours, which I proceeded to do.
WEDNESDAY — 2−27−13
3:03 PM — Spoke with Sandra in the credit department and told her I was following-​up on the status of my refund. She said the adjustment was made on February 26^th, so I should be seeing the credit on my statement within the next couple of days.
THURSDAY — 2−28−13
— FINALLY saw a credit of $ 52.24 on my billing statement.
This whole refund process took almost 2 whole months! All the lies I was given by Marlon and the pathetic offering of the $ 75 certificate for being overcharged $ 52.24 is inexcusable. Technically he was only offering me a $ 22.76 certificate for the hassle of THEIR mistake. If anything he should have offered me the $ 75 certificate IN ADDITION to the refund of $ 52.24 I was overcharged for. This location does NOT answer the phone 75% of the time, does not have a way to leave a voicemail or respond to emails (I emailed them at
). Marlon was NOT helpful at all; I think he was hoping I would settle for the $ 75 certifcate. I definitely will NOT be returning to this Hertz counter. If I could, I would rate this location zero stars. BEWARE

HERTZ LOCAL EDITION
Convenient location at the Union Station, where I took the MegaBus, up from San Jose to Los Angeles, but it was difficult to find in the underground maze of the station. The hardest part was looking where to drop off the car after hours. Took a while, since no one could give me proper directions. In the end, the inconveniences outweighed the conveniences.

no one answers the phone. boooooo! :(