Hertz Rent A Car

My first time renting from Hertz in Napa and what a disappointment. I was warned by a friend who rented from them last year and found baby milk throw-​up all over the back seats and dripping down into the carpet. I took a chance renting an SUV from them… and had a terrible experience as well., Dog hair all over the back carpets, shoe marks all over the seats and no vacuuming of any kind. It was as if they just literally did not clean the vehicle at all and then rented it to me. When I called asking how they would remedy the cleaning issue, they questioned me (Hertz: Are you sure it’s dirty? Me: Uh, yeah, I’m looking at it as we speak and just rented the SUV 10 minutes ago).
Don’t bother addressing your issues with anyone that works there — their motto is the customer is always wrong. It’s so sad when a business is this bad.
FYI — I have rented a car from every company in Napa and Enterprise is the only rental company that actually cleans their cars

This company has the WORST service I have ever experienced! Very rude employees and manager Joe is not only rude but not helpful at all! Almost ruined our trip to Disneyland with the kids by not having the vehicle I reserved. With customer service like this I don’t see how they are still in business! Thank God for Enterprise they saved they day! They will be getting all out business from now on!

This place is beyond HORRIBLE! Don’t even bother reserving a car with them because they won’t have it for you! They will rent it out to someone else even when you have a confirmation number and reservation months in advance. The lady behind the counter is very rude and the manager Joe is just as bad! His excuse was «haven’t you ever had reservations at a restaurant and they run out of seating?» Ummm that would be a NO because that’s what a reservation is… It’s reserved for that person!!! Didn’t apologize or try and fix his mistake! Steer clear from here!!!

The customer service at this location is absolutely atrocious. I rented a luxury car while my car was being repaired, and they delivered a filthy Hyundai that was not only damaged, but had a check engine light on. Both the women behind the counter were rude, and the manager was useless. I will never use Hertz in Napa again.

Hertz has always been my first choice in renting cars. They have excellent customer service and they always go out of their way to provide customer satisfaction. Unlike other rental places, hertz will deliver a rental car to my hotel and pick it up afterwards! This is such a great option for people like me who don’t have that extra time to make a trip to the office location!
HERTZ IS THE WAY TO GO!

They never even called me back. I called to reserve a car ASAP and they said the soonest they had a car was at 10am so I reserved it, and then they called back to say it wouldn’t be ready until noon. Then they left a voicemail to say I could pick it up at 2. When I called to confirm they said they’d call me back before 3. They never did. Just awful, I don’t recommend Hertz.

My brother-​in-​law got screwed over by Hertz. I dropped him off to pick up his rental car, which was prepaid. They scheduled the pickup time at their closing time, no idea why. We go to pick it up, they say that they’re closed. My bro in law asks if anything can be done and lets them know it’s prepaid. They respond again with saying they’re closed and try to argue that the order was never put in and there’s nothing they can do, leaving us to scramble to find a new car with a different agency. Afterwards, my sister calls the main customer service line and verifies the order was there.
Horrible customer service. I’d recommend renting from Budget, since they really helped us after this horrible situation.

I have rented from Hertz four times. The first time, about 3 years ago, I asked for a VW Bug because it’s my son’s favorite car and they traded with another Hertz to get me the car. I couldn’t have been happier The second and third time it was a typical rental, no complaints but nothing special either.
Yesterday though– I got a whole different kind of Hertz experience. I called two days before I needed the car and I that I needed a pick up at the car shop. I asked for a Mazda5 but was told they no longer have them at their office– no offer to call around and get it was made, like I had experienced when I got the bug. Most importantly at no time in the call did they inform me that they required a phone call verification at the time of pick up. If they had I would have explained I only had a home phone. So after waiting 15 minutes at the shop I had to walk half a mile carrying my two car seats to make it in time for my real life appointment (because waiting for Hertz rental car is not the most important part of my day folks). Upon arrival I was not apologized to for their failure to explain the process, instead I was told about this call as if it should be obvious. Then I was asked if I wanted insurance on the car– I said no. I tried to give them my AAA card for a discount and I was told I had a discount already. Well me, being moronically trusting I didn’t check the receipt due to my hurry. The car was not in typical shape expected from a Hertz car– it was banged up with several large dents on the back. I just grabbed the keys and left. It was not until I was reviewing the receipt this morning that I discovered I was charged for insurance on the car and no discount had been added.
I don’t know what happened to Hertz in the last couple years but this is not good service and not even close to the kind of service I have gotten from Enterprise Rentals. I won’t be making this mistake again– I’m sticking with Enterprise.
I gave them 2 stars because at one point they were great but if yesterday had been my only experience I would have given them zero stars if possible.

Well. long story here. Basically, AAA my insurer paid for my rental out of Hidden Valley Lake Hertz. When I picked up the car it was dirty inside and out. I noticed a damaged windshield, I pointed it out to the employee and she said «Oh i didn’t see that» and documented it on the pre rental vehicle inspection report. Needless to say I returned the car to the auto body shop in Napa and was told Hertz napa would pick it up. They charged my card 148.00 for a new windshield. I called Hertz Napa and spoke with a man who said they could not return the money and that he did not see the pre rental inspection report. He told me I would have to talk with Hidden Valley Lake Hertz, who told me I would have to speak with Hertz Ukiah. I called Hertz Ukiah and the manager there (Erica) was rude and told me she did not have time to deal with this and would call me back in a few days (Really?).two weeks later I have never heard from her. I called back and a man named Eric said I had to deal with the main Hertz office. I called them and a man there asked me to fax over inspection report which I did. I gave them 3 days to get back to me and nothing. I called today and they have no record of a claim filed and told me that I would have to deal with Napa Hertz! 3 weeks later and nothing. I called Napa Hertz and a nice girl named Misty said she would look in to it and speak with her manager… we will see.
Meanwhile, I feel like Alice in Wonderland following the rabbit hole. May have to change my insurance as Hertz is the only company my insurer will let me rent through via my policy.
Hertz Hurts!
update: I just got off the phone with Hertz Napa and now they are telling me I have to fax another copy of the pre inspection report to them and they will look at it and send in a request to the Main Hertz office for approval and it may take 2 – 3 weeks for that and if they approve it they will return my money! I am so upset with these crooks and have made a complaint with my bank. Do not rent from these people. they will take your money any way they can.

Thanks! I was in a real bind and this place really helped me out. They had a car ready for me before scheduled, came and picked me up from my hotel, and were great as far as customer service. When I returned the car, they drove me to where I needed to go. Special thanks to Michael!

Hertz Local Edition was a real lifesaver several years ago when the battery in my old car had kicked the bucket. Unlike Enterprise, they had a car ready and they were more interested in helping since they’re aimed at locals rather than tourists. They had a great car to suit my needs, the rates are reasonable, and they have great customer service.