Hertz Rent A Car

Could be better overall the service was ok, But not satisfied I had order a full size sedan for vacation to Lake Tahoe, but only gave me and my family a compact car not full size car not cool!

The car was not clean, especially inside and there was a bad smell when we used the AC.
The child seats (1 infant, 1 child) I requested had been kept in a shed out the back and had got moist and even gone moldy — I can share pictures! This is not only disgusting but dangerous as the straps could have degraded. I had to spend further hours of my day going to other hertz locations to pick up other car seats and in the end, for the infant seat, had to use my own, which defeated the whole point of the rental really!
Hertz gold has been very good and simple for me in the past but I mainly use airports and it seems some of the other locations lack the resources and backing they get.
Santa Cruz location was ok and the staff were helpful, especially with last minute changes to my requests, such as getting a vehicle from another location (requested a mini van).

Horrible experience. I returned my car on ¹²⁄₂₄ 2.5hrs before their posted closure time and place was dark. I was then charged until they reopened on ¹²⁄₂₆. When I talked to Brad, he said they close early that day and I should have known.

I’ve had a really great experience with this particular Hertz location — most Hertzes have been good for me, but Brad was super great. I needed a rental for a few days after my old car died, and they definitely came through. I got some discounts on the rental (awesome), and then when I needed to extend the rental for a few hours and drop it off in San Jose instead of Santa Cruz because of the fact that I was buying a car in San Jose, they extended the rental for free and made it a drop-​off anywhere in CA rental. Obviously that helps them not have an overfull lot, but I’m still extremely appreciative! So, overall I was super pleased with the experience here, and would definitely come back here or recommend it to friends.

DO NOT GO HERE.
I have been a Hertz customer for many years but I will never give them my business again.
This was one of the WORST customer services experiences I have had in a very long time. I rarely write reviews unless something is really bad or really great. This was one of those really bad experiences and I am still in disbelief how unprofessional, rude and unconcerned this team is here.
I made a reservation on Saturday through Hotwire… all looked good and was confirmed. I call to say I am coming to get my car and they tell me that they don’t have anything available and 3^rd party sites don’t keep current inventory. However, they didn’t bother to call and pro-​actively tell me this so as I am on my way to get my «confirmed» car… I turn around and go home. They call a few hours later to say they have a car for me and I ask if they can pick me.
Brad Florence, the so-​called «manager» says that he thinks they can and will check with his driver and try to arrange my pick-​up. After an hour, no word… so I call back to check on status. «Uhhhhhh, I don’t really know, I still gotta talk to my driver.» Finally I call back at 11:58 am for a 4^th time that morning and they CLOSED! Went home! No concern that they have a customer who booked a car and is trying to reach them to pick it up! They were mid-​arranging a pick-​up with me and just left! Unbelievable!
I call Hertz Customer Service to be told that the corporate office will call me within the hour to arrange to get me a car… NO CALL.
So I call the local office back on Monday and tell them how much their «could-​care-​less» attitude put me in a huge pickle. Their response was, «Uhhhh, sorry we just forgot.»
I spoke with Richard Huynh, who was not apologetic in the least. Richard told me the assistant manager, Jack O’Connor, would call me right back. NO CALL.
I can’t even grasp how unprofessional this team is… the «staff» there have no idea how to run a business or take care of customers. I will never give Hertz my business after this.
I just filed a formal complaint with the corporate office although I doubt they will do anything to remedy the situation.
DO NOT GO HERE.

This is one of the worst experiences with customer service I have ever had. My partner has booked with Hertz a handful of times in the last six months and twice they ran out of the car he booked. They refused to accommodate him with any of their other cars at the price point that had been agreed to in advance, when the reservation was made. They spoke to their manager, who also refused to accommodate us. If reservations are not honored, there is no point in making them. This is terrible business practice. Their words: «there’s just nothing I can do.» The other time this happened was over the holidays, holidays my partner had to spend alone because Hertz did not honor his reservation then, either. We have been consistent customers and it no longer makes sense to give them our business. If you want a reservation that is meaningful, do it through any other company. Terrible.

To start, I have a reservation with enterprise that I booked a week in advance. I timed it for 11am so I could plan the rest of my day accordingly before taking off to L.A. I get dropped off, wait 20 mins only for the rude salesman to say I can’t rent without proof of residency and that since they are 40 mins from closing, they won’t take me anywhere in their courtesy vehicle… 40 mins! My grandpa dropped me off and went to run errands and has no cell phone. So I’m stranded essentially. I get on my phone and call Hertz about 2 miles away. I tell them my situation and they said no problem, we’ll get you a car! No proof needed. They close at noon as well. I told them I would be there. Right as I hang up, I drop my phone and break it… (great!) So I run 2 miles in about 25 mins with a heavy backpack (not my best time). I get in sweating and panting as they finish serving another customer. Brad and Preston greet me and assume I’m the guy who called a half hour ago. They were awesome! Not only did they get me into a car fast, they were able to get me into a bigger car since I’m a tall guy and a way better rate than what Enterprise Rip Off was going to charge me. Very nice guys who helped a stranger in need! Will not hesitate to rent here again. in fact, this is the only place I want to rent from!

I’m really impressed with Hertz. Such a seamless interaction and the person who helped me with my rental was awesome. I wish I had written his name down (taller guy with glasses). He was easy going, helpful and I left thinking he’s the type of person a company should hire. Good job, Hertz!

The staff here was friendly and everything went as planned. The car I was rented worked great and couldn’t have asked for a better price. They gave me no hassles and I will definitely rent from them next time I’m in town.

When the engine light started up on my car I called Hertz on Cedar to see if they had a car available within a half hour. Brad said yes. I arrived and indeed Brad was right. He was available to assist quickly — cheerful and professional despite the fact that the office area was broiling hot with afternoon sun blazing through the windows due to the broken air conditioning system in the building, and he had a slow computer. I was in a Ford Focus in ten minutes. Gas tank a little below ¼ full, which didn’t impress me but wasn’t a problem in this case. I returned the car after mine was repaired and again was served promptly and professionally by Preston who picked me up at the auto shop. And gave me a decent discount, despite also having a slow computer on checkout. Five stars each for customer service thanks to Brad and Preston. Two stars for company facility = 4 stars overall.

This place has a lot nice car and I like them for most of time and manager is very cool and also from same school as me UCSC and a lot time I am able to get a free upgrade! I like here a lot

A terrific find for car rental in downtown Santa Cruz. Valerie was a terrific help to me this week, making my experience in between vehicle in the shop and quick easy effortless.

GREAT staff. Very friendly and helpful and fast… My car had just broken down (totally — not even a tickle from the engine) on the way to Santa Cruz, and Hertz was, by far, the most responsive on the phone when we called around for rentals. I called 4 other places first. I expected to be charged quite a bit for a last minute rental, honestly, but that wasn’t the case. I think they probably gave me a special rate, to ease my distress. Only $ 30/​day. They also kindly picked me up and dropped me off at the mechanic’s place, about 1.5 miles away. Amazingly kind customer service to someone who really appreciated it.

I called ahead almost a week to reserve a car and I am glad I did because there was a poor fellow who just dropped by in an emergency and they didn’t have any car for him. I don’t know how common that is, but I would definitely call first if I were you.
I dropped my car off at Scott’s Body Shop next door and rented a cheapie Toyota Corolla. The service was efficient and friendly. The guy tried to get me to put gas in the empty tank, but when I hesitated, he offered to have one of the service guys go fill it for me. That added about 15 minutes to my pickup, but I didn’t want to play any guessing games with how much gas I was going to use so it was worth it.
The car was nice enough, although the front headrests on this new Corolla pushed my head forward. It was uncomfortable enough that I swapped it with the back seat headrest.
The discount I got from Scott’s was better than the discount I would have got from my State Farm insurance.
Drop off was also trouble-​free.
I would definitely go to this Hertz again, but I would also call first to make sure they have a car available when I need it.

I’ve rented close to 15 times from this location within the last few months. And will continue to do so. The staff there are very polite and very friendly. I usually reserve my car online because I am a gold member. But once in a while I call in because I need help altering my rental.
There cars are typically in good shape, although I have had a car with quite a few miles on it and it was definitely notable. I always receive a good price from Hertz, and have constantly applauded this location for the customer service I am given.
This location also has pick-​up/​drop-​off services, which is always convenient. They also have no gripes or complaints doing so, and also give great conversation on the ride home.
I recommend this place constantly to everyone and will continue to do so. This place is the epitome of what a car renting experience should be.

I was having second thoughts about renting from Hertz after reading all the negative reviews here. I took my chances anyway because compared to the other rental services in Santa Cruz this had the most number of reviews plus hertz had a special promotion ongoing for drivers under 25. I had a really pleasant experience with them. The general manager assisted me and gave me all the details I needed. The process from getting the car only took about 20 minutes and returning it was even faster. I will definitely come back here again. I’m hoping the service is as good as my last experience. Plus great Customer Service!

I reserved online at a reasonable price but got highjacked once they got me inside. Their car seats are hard as rocks. The staff are typical sales men – pressure and fast talk.

I rented a car here several times, it was always a pleasant experience. Until one weekend. Our neighbours hit our car and we needed a rental for one day (Sunday).
Talking to them on the Wednesday before, they arranged a free pick up for 11am. We called at 11 and after 10 min on hold we were told that it would take 30 min more. After 40 min we called again and were told they could not pick us up and the girl was not sure if the costs of a cab would be covered.
We went there by cab and had to wait another 40 min until our car was ready.
Positive: They upgraded us to a nice hybrid car
Negative: Someone must have used that car for a roadtrip with smokers and left the window closed. I have *NEVER* had a car smelling like smoke that much. And I used to smoke. Even leaving incense in the car for 1 hour did not solve it.
That weekend was a horrible experience with Hertz.
The only reason I am not giving 1 star is that I had pleasant experiences before. As Andy said, they are not pushy with the insurances.
I also have the feeling that most of the trouble was caused because they were understaffed. The people we worked with were very nice (students) and I don’t blame them.
Another reviewer (sue m) said she had problems with a refund, that makes me believe the manager is incompetent.
Overall, 4 ok experiences and 1 horrible one. Hopefully more people give feedback.

This location has friendly enough staff, but they have to be because the services they provide have been less than standard. They called my wife to pick up her insurance approved rental and told her it would be ready at 1PM. She had already dropped off our car at the shop, so she went to pick up the rental — and the friendly service staff had to be extra nice because there were no cars available.
People from Hertz called her to say sorry, but outside of that she had to call in to work and take a half day due to this inconvenience. They didn’t get the car to her until 6:30PM — luckily she’s a patient person…
UNTIL she drove the car home, and the next morning the tire pressure light on the car said they were low?! One of the reasons the car was delayed was to have it checked and get an oil change. She had to go and fill up the tires on her way back to work, and one of the tires was at 12PSI and all others at 20 — Book says to have them at 33PSI…
Awesome Hertz?! FIrst you make excuses for not having the care ready, and when the car is ready, it’s not safe to drive!

I wish I could give these people negative number of stars. All I can say is NEVER GO TO THIS PLACE, especially if you are a Santa Cruz local. They are rude, disrespectful and increadibly unproffessional.
I made a reservation over 2 weeks ago with an employee of there’s, Aaron When I got there to pick up my car today they did not have my reservation. I had specifically asked when I made my reservation on the phone if they needed a credit card or if there was a confirmation number I should have. He said, «nah you’re in Santa Cruz, its all good just come in and give us your name I’ll make sure it is ok»
Well it wasn’t ok, first they didn’t have the reservation then they wanted to do a credit check before renting the car?
On top of that they didn’t seem to care of have the slightest inclination that they had messed up in the least by first losing our reservation and second not explaining their policy and process over the phone. This was a major credit card not a debit card and I don’t want any checks/​dings on my credit.
I will never rent from this place. They will never get a penny of my money, and I will be telling everyone I know in this small town about this experience.
I’m on my way to Enterprise where I should have stayed all along.
I hope whoever reads this can avoid such a lousy experience when you are trying to get out of town and save yourself the time and stress.
Kendra A.
Santa Cruz local