Active military discounts
Yes
Reinforced security
We got you covered
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Enhanced cleaning
Daily cleaning
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Conciergerie
We take care of you
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Comments (199)
We got to Hertz very quick, they have like shuttles all the time, didn’t had to wait at the airport. I wasn’t able to complete my check in on the app and got to the counter and Becky was very nice and helpful. To be honest I was expecting a huge line of people die to other reviews. It was so quick, she didn’t even try to had my add more insurance that the one I selected. Super good experience!
My first rental with Hertz at LAX and pleased to leave positive feedback. Landed past midnight and after retrieving my luggage walked out of the terminal to wait for the rental shuttle. As luck would have it the Hertz shuttle driver was about to pass but still made a point of stopping and letting me onboard after I raised my arm to get his attention at the last moment. Upon arrival at the lot my name was displayed on the monitor advising me to walk over to the President’s Circle lane. A few steps away and I was impressed to see numerous types of vehicles to choose from - wasn’t limited by any means. I selected a 2022 Ford Edge with 769 miles on the odometer - noticing better than a clean, new, comfortable vehicle. The lot attendant at exit was friendly and professional: provided my reservation number (had a couple for different vehicle categories) and he quickly had me on my way. Upon return, at 3am no less, the attendant was in good spirits and after verifying the condition of the vehicle and fuel level wanted me to no there was no rush as far as she was concerned for me to retrieve my belongings and luggage - much appreciated. When ready I turned around to see a shuttle already waiting and the driver was also friendly and kind - I wasn’t kept waiting and the driver immediately proceeded to the terminal, even verifying twice with me the airline and terminal so I wouldn’t be dropped off at the wrong location. I’ll be blunt: could have had a rental with another agency for far less but after reading their reviews I’ll state the obvious: you get what you pay for. Thanks to the Hertz staff at LAX.
First time renting a car from Hertz on our own and Quinn made the experience seamless. Nice gentleman who assisted us in understanding all the information needed, he was very kind, and I hope next time we are in town we get lucky to work with him again. Thank you so much! Also thank you to Kenneth for his recommendations and kind spirit upon actually leaving the rental place. The staff is greatly appreciated.
I used to be able to move well before my injury. So I appreciate good customer service, especially when I used to provide it when I was able to practice.Zachary met us getting off the shuttle bus and got me hooked up with the car. I even had a gold number I forgot about which meant I got a better ride than I booked!He took great care of Donna and I. He’s a kind man and lives the Air Force values as taught by his dad.
Beware: Will not honor their agreement.I booked a car rental with them through the military for a compact car for 4 days (~$200 total). I asked if it’s possible to pay out of pocket for a bigger car. They told me yes and gave me estimate of $100 on top of the original $200 rate from the military. I was told I can pay using my military credit card for the $200 and my own credit card for the $100 but they won’t split it until I’m done with my rental and return the car.When I finished the rental, they charged my credit card for the full amount. I tried calling the Hertz LAX phone number multiple times for several hours for several days. Their phone just rings for 1-2 mins then hangs up. No one picks up their phone.I was only able to contact Hertz via text message on my iPhone. When asked why I can’t pay the partial amount using my military credit card but they said they “don’t do split billing”. I asked to speak to the manager or something more senior on why they couldn’t honor what was originally promised or if I can talk to Hertz LAX. I was told that they will email the manager so that he/she call me back. It’s been a week. Haven’t heard anything from them.Will NOT rent from Hertz again.
There is a bus that will pick you up from the terminal. The bus is yellow and has the Hertz name, and it stops at the purple section.Selection of cars is great.
Easy return of our vehicle. Pickup was unfortunately the worst rental experience we have had.Arrived at about 1145pm, and did not leave with our rental until after 2am. There were perhaps 25 people in line. 4 to 6 counter workers, but it took forever for some reason I cant fathom.Once we got to the counter it only took us 10 minutes to get our vehicle. Why it took so long to get everyone ahead of us into a vehicle is beyond any reasonable understanding.
We got a really nice car. We traveled a lot. Like, a lot a lot. We traveled through parks, the we drove about 3 hrs to SD and then LA. We visited some friends and we had a magnificent trip! We dropped our car off here and anyways our car was great, our trip was magnificent and everything was just perfect! I loved it and I recommend getting a car here.
I rented a car but received a cheaper car than what I had prepaid for. The car did work fine, however. I arrived in the evening and it was difficult finding the regular cars because it is not well-lit. I will never rent from Hertz again, however, because they keep having customers locked up. Hertz repeatedly reports cars they rent which have been paid for or even returned to Hertz to the police as stolen. I will never take the risk of Hertz doing that to me. I am keeping my Hertz rental agreement and receipt with me in case the police come to arrest me. Do not rent from Hertz.
I generally have a good experience with this Hertz. I like how there are a lot of buses always coming around at LAX. My Tesla was 88% charged when I got it, which was a bit concerning, maybe because it sat there for a while in the parking lot?
They have a lot of cars, but no consideration for customers coming to rent their. The customer parking lot is clearly an after thought. Its about a quarter of a mile from the rental office. And the entrance and exits are not well labeled. Their employees dont even give you correct information. If your coming on a bus directly from LAX its fine, your taken directly to the rental office. But God forbid you live in town and want to rent a car, they treat you like your a little nothing. Also, I reserved an SUV that was highly rated by their own customers, so how come I ended up with the SUV that had a lower rating , and this SUV started making mystery noises 2nd day into my trip? They charge you a fee for everything, if you bring the car back early theres a fee if you bring it back a few minutes late theres a fee, They probably charge a fee for opening the car door to get into the car. I wont be coming back here anytime soon.
My points are all with Hertz and I get a discount with work so I always rent through them. This is a pretty standard HertzThey have a shuttle that picks you up at arrivals and takes you to the rental car facility. The shuttle stops at gold first before the regular building.I highly recommend getting a gold membership. You sign up online and earn points for future rentals. Even if you dont plan to use the points, its worth it because it makes the process easier.You just get off the shuttle, go to the gold section, pick out the car you want, and drive to the exit. Since you can pick whatever car you want, I always just book the cheapest one.If you dont have a gold membership, you have to go to the building and talk to a person to get assigned a car.When you bring back the car, you can get a digital receipt and just leave the keys in the car and go.
Absolutely appalled by the service offered by Hertz and by extension Thrifty and Dollar. Hertz chose to send a single shuttle to lax on a holiday weekend once every 40 minutes as opposed to Avis, Budget and every other car rental company who was sending shuttles every 5-10 minutes. By the time I arrived at Hertz the line had over 150 people and Hertz had very kindly assigned 4 overworked employees to handle this mess. Had Hertz sent a shuttle every 5-10 minutes like every other car rental company this backup would not have occurred. It is clear there was no game plan to handle the high volume of rentals. I truly feel sorry for the Hertz employees who are clearly overworked. I am also shocked that a company like Hertz seems to only own a single shuttle at lax airport. Seriously shocking I will definitely be renting from another company next time and directing others to do the same.
Made a reservation for 3pm arrived around 2:45pm didnt get car until 4pm. Was told all managers were in a meeting. Car was good. Guy who served me was excellent but system let him down big time. Do better Hertz.
Last minute rental worked out great 😃. Ordered the vehicle online in a snap. Courtesy shuttle from the airport at LAX right to the wheels of our ride. Staff outside were helpful also in directing you to the office or the car. It seems they aim to get people in and on their way QUICKLY 🙌🏾!
The service was fast and efficient. I was super hesitant that I was able to reserve a car two days before Thanksgiving. I honestly thought that when I got there I would be turned away from not having any comic inventory since its a holiday. However, it was great and I was even able to pick out my own car. Zach was so nice and took the time to help me carry all of my bags and baby car seat and stroller. He helped me load it up and helped connect my phone to the car navigation system. Super nice guy who I was grateful to have help me and my child during our busy travels. Definitely will book again.
President circle member here but for some reason it didn’t show up on their system (some system issue) so i couldn’t just pick up the car and leave. To top it they closed their gold member/ president circle desk. None of the people walking around want to help and they keep bouncing you around or send you back to the normal line that is 2 hours long. Its 2 hours long because they work so so so slow. 5 people chit chatting and walking around with 2 behind the desk. Oh and yes, after every customer they go away for a walk. I guess Avis treats it’s customers better.
Multiple buses always available to pick you up and drop you off. Multiple employees are always available to help you in any way possible. The line inside the booths always go by quickly and the employees working in them are super nice and accommodating. Best car rental company in LAX. Never ever going back to Avis, the worst rental car company ever.
Horrible wait, had over 100 people already in line when shuttle dropped me off. was waiting outside for 2 hours, before line moved and waitied inside for another 1.5 hours until i got my car. also could not drop off car late although i had late flight out of LA, had to pay another$200 for an extra day.
Very fast and efficient car rental company. The moment I arrived my car was ready and I was able to select a car from a designated section.The return was also very easy you just drive up and leave the keys in the car.Unfortunately though I was charged almost a full rental days worth because I was an hour over.
Sign up for the loyalty program! I was prepared for a very long line even as a President’s Circle member. However, I could not have been more pleased. I arrived via shuttle, my name was on the board with the assigned parking spot showing. I was out of the parking lot and on my way in under 10 minutes!! Those complaining about wait times likely aren’t signed up for the loyalty program where you enter your card information and are charged just a few hours before your arrival. Sign up for Gold Service and enjoy more of your vacation.
Worst experience ever. I rented a car from here in October for almost $300. Not bad, right? Then, I paid $448 as a safety deposit. I didn’t think that was an issue since I was gonna get that money back. WRONG! Still waiting on that money to go back on my card and it is almost February. THEN, they sent me a statement in the mail stating I owed them another $117, BUT FOR WHAT??? There was nothing stating what the $117 was for. And then, while I’m trying to figure out what else I’m being charged for (can’t get ahold of anyone in this company to save my life), they send me a letter saying I’m no longer allowed to rent from HERTZ because I failed to pay my “outstanding” balance of $117. (And if you have my card on file, why are you asking me for an additional payment of $117? Doesn’t make much sense) This company has tried to get almost $1000 out of me for 4 days of car usage. And NO, there was absolutely NO damage to the car and it was not dirty. Left it clean and everything. Oh, let’s not forget to mention how my mom also rented a car from here. She filled the gas tank up before returning the car, but yet charged her card almost $70 because apparently “there was no gas in the car”. ABSOLUTELY RIDICULOUS. I’ve never ever done a google review for anything. But I guess there’s a first time for everything, right. Negative 10 stars if I could.
Spent an hour (!!) trying to rent a car last week and when we ran into a snag, 2 associates refused to let us speak to a manager.The second one told us were good to go, not sure why the other associate gave us trouble, then changed their tune and said the same story: either we pay $500 extra (double) or dont rent from them.This was my first time renting a car, so maybe I was at fault, but the customer associates were completely inflexible.Good thing theres 2 other rental companies in the same rental center. Theyre all owned by Hertz. Why be such a a$$??
I made a reservation in advance and went to Herzs office to check in. The front female employee told me to wait about 2 hours because there was no car. I dont even know why the reservation was made. Its the worst service and the staff are not kind at all.
Fast, curtious service. The staff are quick to make sure you are satisfied with your choice of vehicles. They will go out of their way to insure that you get the right vehicle for your purpose. This is the company to rent from when land at LAX.
Its off-site but I didnt wait long for the shuttle to or from the airport so it didnt add much time to the commute. I used to get complimentary upgrades more often with Hertz with my Gold status but since travel is picking back up, I have been driving the compact class I am forced to book for my government contract. The Compact cars are mostly the Chevy Spark which is tiny, noisy and still manages to get poor gas mileage, with a limited number of Nissan Versas which you can get if youre lucky
The car itself was fine but getting picked up took 25 minutes at the airport while Alamo came by 3 times in the meantime. Checkout also took quite some time. The return process was fast though.
Plane landed at 11:30PM, my rental was for 12:30AM. We spent over 2 hours waiting in line, and didnt end up leaving the rental place til after 2:30AM. Agency only had 2.5 people working at the counter. I say 2.5 because ever 15 minutes, someone would go on break, and there would only be 2 people working for 30 minute lengths. At one point there was only one person working the counter. One gentleman who came in at around 1:45 nearly incited a riot. A lot of angry people who are tired, and disgruntled at 2 AM and being mistreated is not a good way to run any business. It is not difficult to look at the rental contracts and ensure that the labour needs are met to ensure a quick and painless transaction.
OK experience. I successfully rented a car, and it was clean and in good condition, after picking it out carefully from a selection of 1 car in the Gold aisle. The shuttle bus driver was professional and helpful, but two other shuttles passed by the rental car shuttle pickup spot at LAX where a group of customers was waving down the bus.
Had no issues with transport to the rental center, vehicle was available and as requested, was clean inside, could have been washed better on the outside but generally was clean. Staff was nice at the exit. I am glad I chose Hertz for this trip.
I mean our car was good but we got SO MANY hidden charges and fees it was ridiculous. Also $100 to fill the car back up with gas? Apparently Hertz will fill it up for you at $9.99 per gallon. I guess it’s my fault for not reading the fine print though. Experience at Denver Hertz was way better.
Horrible customer service.. we waited at the counter for 45 minutes without someone even greeting us moreover what is the point of booking online if we have yet to wait for the longest time. I understand that later timings there may be less staff, however if you operate as a 24 hour facility- ensure you have enough staff. I saw more people just walking around on their phones instead of actually helping.
The people here are incredibly helpful and kind. I traveled alone with five pieces of luggage (three cats) having to load, unload, for the shuttle at LAX, and again into the car. They helped me maneuver all that baggage and did everything possible to help me get on my way. So friendly and kind!
Don’t rent from here. We had a dangerous issue with a car with a faulty automatic brake system - the car essentially stopped in the middle of a busy LA freeway and would not drive, for no reason other than a malfunctioning safety brake warning. Even with this faulty car, we had to DRIVE BACK to the LAX location just to exchange it for another, and when we asked for a discount or some help we were unsympathetically told they couldn’t do anything because we rented through a third party. Except give us “an upgrade” which by that they meant a slightly bigger car (which we never asked for) they didn’t bother to clean beforehand. There’s obviously dirt and shoe marks still all over the front seat. Go somewhere else where they might at least treat you nicely and bother to give you a clean car.
Not sure how much the experience differs among tiers of the Hertz loyalty program, but as a member my experience here was flawless and quick. We got to pick any car out of a large selection, and when we couldn’t find one with enough trunk space an employee noticed and grabbed a larger vehicle for us. Top tier service.
Very very very long lines. After getting a vehicle at 3am only to get up in the morning and the vehicle had no power steering and had to be towed. 2 locations less than two miles from me but they could not send a vehicle there or transfer the reservation due to their errors. Hours in the park making phone calls to reservation lines, emergency assistance and local offices (non-of which answered) . Finally had to leave my family at Disney, pay 70 bucks to return to LAX to wait in line for another 45 minutes (even though a lady kept asking the line for Gold Members) instead of taking my request since I already waited in line that morning. I understand short staffing issues but customer service, making amends when they give a damaged vehicle, and respect for the customer are reasons not to do business with them again.
Went to LA for a weekend got my vehicle found some damages even reported to a employee that there were damages. Employee told me it was Okay and not to worry about it I did still take pictures of any notable damages. After returning the vehicle I later got a mail in letter for damages that were already there. I asked for a picture of the supposed damages and never got a single email or image of the damages. They still charged me with zero proof these people are scammers. If your in LA as a tourist theyre the last people you want to rent a vehicle from. Choose someone else that wont charge you for things you never did.
Close to airport, just know where to find and catch the shuttles. Long lines to pick up your car always and you pay more of a deposit with a debit card than if its a credit card. It cost extra for the insurance but better safe than sorry. Be prepared but drop off is just park the car in the stall and leave keys in car. Then go.
There were yeast 150 people in the line (for hertz) around 1030 pm. There was a huge break in line. A lot of people kept breaking the line towards the first part of the line. There was no one to guide the human traffic. Plus the guy who helped me was incompetent. I literally had to raise my voice(I cant remember ever doing it before). He kept giving me a truck when I have an online order for full size vehicle. Bad experience:(
Car was fairly new. Easy transition from pick up to drop off. Navigation to and from destination was easy and the gal driving the buss to the rental facility was super nice and helpful, she had an awesome selection of music as well.
Waiting in line to pick up a prepaid car rental. It’s been about 40 minutes so far. Two people ahead of us the entire time. No one new has been helped. Four counters open/busy. No end in sight. Big oof.
I had a great experience with this Hertz location. The bus from the airport and to the airport were both prompt and the drivers were so friendly and helpful. I was easily able to get my car and return it. I will be using this location on future trips!
Very long lines. You have to wait for more than an hour. So Thrifty, Hertz and Dollar rentals suffer from long lines. However they offer water as an excuse. If you happen to have special membership of these rentals, you can enjoy the separate line. They sell sim cards there.
I honestly don’t understand how they stand in business like this. The wait today in heat was 4 hours. 4. Hours. The line was just stuck for the longest time with people looping around the building in a line. I understood the problem real quickly when I entered the building. There were 2 people working. There are hundreds of people waiting in the sun for HOURS and yet they only had 2 people working. A lot of people that I’ve talked to in line had to cancel their plans or change it because of the delay.
Among all rental companies, the wait for the shuttle at the airport was significantly longer (every other company’s shuttles passed by several times before the Hertz shuttle finally arrived). At the station, waiting for 20 minutes already and every time an agent finishes with a client, they leave. Now only one agent and 7-8 clients waiting in line. The Dollar and Thrifty counters across have the reverse ratio.
We rented though dollar which no one told us was combined with Hertz. We waited 40 min for a tram until someone else waiting told us to watch for the hertz tram. If only someone had mentioned it 40 min earlier we could have caught one of the 3 that had been by. When getting to the all in one rental center for hertz dollar and thrifty the Lines were horrible -even at 1am! Took us 2 hours to get to the service desk where the poor employee was there past her shift !! I had ordered and prepaid for a large sedan (Chrysler 300 or like) to accommodate my 6’7” husband. They “upgraded” us when they were out of the sedans to a BMW 420i which was difficult for him to fit into but it was late. Since it was after 2am now it was dark outside but come morning we noticed all the dents and dings in the BMW. This car had been obviously driven roughly and made a humming noise that when we mentioned it at drop off -the staff was not concerned with.
Great experience especially since I failed to reserve a 2nd car. Zac at Hertz was AWESOME! He helped us get a second car, helped our party of 9 organize itself into the first vehicle while we figured out how to get a 2nd car despite them being nearly sold out. He ensured we had water for the beginning of our trip. Ive always liked Hertzs gold experience... just pick your car but this customer service was best Ive experienced.
Picking out your own car is the best. No more getting stuck with something disappointing.I just hope I dont get arrested like the unfortunate other Hertz customers.Id give 5 stars if I believed they were stopping that.
We were well cared for by the customers service department at the LAX location. We had left our garaged door opener in the rented vehicle and the supervisor personally made sure she and her associates located the vehicle that’s I had return 3 hours earlier and found the vehicle and the garage opener.Because of the experience We had with each contact at Hertz Rental car at LAX we will always rent from Hertz.Satisfied Customers,Harold & Frankye CallowayEvansville, In
There was this Indian counter operator who did not even ask me if I wanted insurance. She just asked me to sign as a matter of fact. And she was trying to scare me into buying a full tank of gas from the company saying things like , Make sure you buy gas from around here. People have been filling gas from distant locations because it is cheaper. But, when they come here, it would be a couple of gallons short though the indicators shows it is full. So, they have been requiring people to show the receipt to make sure they filled it from a nearby station. Gas is cheaper here. You can buy a full tank of gas. I declined and just wondered at the unscrupulous behavior.
I had the absolute car renting experience from HELL. If you are traveling to LA, do NOT use HERTZ at LAX. To begin with, I had to wait over an hour to pick up the car due to the long slow moving line. They need more agents.The rental car stalled out on me on an exit ramp, off a major highway, by LA Live. I am completely aware car issues can occur at any moment and it’s unpredictable, however, what happens next is completely ridiculous. The car would not shift to neutral, so it could not be pushed off the major highway. Here I am stranded in an unfamiliar area, with my family and we’re all females. A good samaritan tried to help us, but since the car would not go into neutral, it couldn’t be moved. This happened around 5:45pm. My friend called the HERTZ facility and waited 30 minutes on hold and then the phone hung up on her. I called HERTZ roadside assistance and waited on hold for ONE WHOLE HOUR until an agent picked up. The agent told me the HERTZ system was down, she couldn’t record the call, AND she cannot call AAA or anyone to come pick us up and the car. She told me to check back in an hour. At this point, it is now past 7pm and getting dark. The good samaritan tried to call AAA for us and the driver canceled. Multiple cops drove by and did not stop. It wasn’t until 8pm when the LAFD saw us and disconnected the battery to override the system, so we could drive the car. We were stranded for almost 4 hours in the dark in an unfamiliar area with absolutely NO HELP from HERTZ!!!!!!!!!!!!!!!!After driving the car back to LAX HERTZ, we asked for a manager. The manager’s name was Jonah. He was around 5’10, African-American, and with a low curly hair cut. I provided a description, in case he provided a fake name. He was very nonchalant, did not apologize on behalf of the company, and never acknowledged my concerns. Instead he asked why we drove the car back with the engine light on and only provided a $150 discount AFTER I requested compensation. If he was listening to what happened, he would understand and know why we had to drive the car back. He provided us with a new car that was filthy with paint on the sides, several dents, and the steering wheel had chocolate on it. The car wasn’t even cleaned.There were other customers there that also had to return vehicles due to mechanical issues. HERTZ really dropped the ball here and that manager should no longer be a manager. His customer service skills is what they tell you NOT to do in training.
Will only use this company from now on. The ease of picking out a vehicle, jumping right in and heading off was incredible. The staff was unbelievably helpful, fast and kind. Sign up for the rewards program to get all the extra perks!
Made a reservation without insurance as my credit card covers. Went to pick up the car but couldnt find so I went inside. Early that morning, trying to find a car, went to find an agent who for some reason adds in basic insurance to which I declined. I unfortunately signed unaware of the added inclusion and now i am on the hook for insurance that cost almost the same as my 6 day rental. Multiple attempts to get this reversed have resulted in acknowledgement that it was added without my consent but because i signed they will not do anything... Be wary of what you are signing at the desk despite your prearranged reservation and confirmation to your inclusions prior to arrival...
Bad experience, had a few rentals before I had one without mechanical problems. Thank goodness I overpaid for the roadside assistance or I would have had to pay a mechanic to fix it (Did not even make it a block away before it had issues). All of the vehicles I had experience with here are very high millage for a rental. Returned the car after just visiting the gas station and they tried to charge me for a tank of gas. The place is a scam and at the least a headache stay away.
I waited over 3hrs to pick up my car from Thrifty/Hertz LAX this will be my last time to rent a car from them. From the information I got from the employees it has been like this for at least 1year. Management/company ignored the pain and suffering they are causing also a super spreader of Covid19. Where is the state health department when you need them.
So this is my first time renting a car ever. I was taken advantage of. I pre paid online through Capital One travel. When I arrived in LA at 8am on 4 hours of sleep I was told I had an outstanding balance due to unpaid taxes. Despite getting a confirmation email that I was all set, pick up code and everything. I paid for the managers special and was told I get to pick a base compact from the C lot. I paid an extra 25 Dollars a day for the managers special over the base compact. Seems like I got jipped. To make matters worse I was goaded by the salesman to buy the insurance. Despite me repeatedly telling him I was fully insured and covered through Geico. After several attempts to decline the insurance I was asked If I can afford an accident. So I reluctantly agreed to the insurance. As a first timer renting a car I can confidently say I will not be going with Hertz down the line. Thanks for reading my review.
Review for the shuttle! Felt like we were on the Knight Bus in Harry Potter, she was weaving in and out of traffic like a mad man and making way better time than any Uber driver in a Yaris could have. 10/10 would definitely ride again. Probably better than any of the rides we went on at Disney!
The management here is terrible. Unfriendly staffs cannot off any help, even the most basic services. Super ineffective, 10000 customers in the line but only 2 staffs. They dont want to service you, they just want to make you feel bad.
Had no problems with the car I rented but very upset that I was charged a cleaning fee!! I paid $500 for my refundable fee!! I cleaned the car filled the tank, had it for only 2 days ! I will never go back to Hertz they’re terrible.
Shuttle bus provided, the driver is very nice and friendly,Once u’re in the counter very straight forward and didn’t push you to buy insurance from them. In a fact I need and buy it coz now days driving a car in Cali is crazy. The process it self only take about 10 minute and ready to go. I really like this service, fast and not too much questions.But is really contradict when u’re returning the car to a different location. You can find my review on hertz San Bernardino.
Ordered my vehicle through Priceline and the day of pick up it went very smooth. Ana was kind and didnt rush us. And picking the car was a fun and different kind of experience.
Shuttle just arrived as we did, great timing. Initially entered the Gold line but after quite a wait was (reluctantly) told I had a regular reservation. We went in and was surprised there was hardly no wait there (I felt bad for the gold memebers). Agent was very friendly and persuaded me to get an upgrade (from full size to a infinity). Car had a few miles on it which was also visible on the interior with some unremovable stains and wear. Sun roof (think infinity calls it a moonroof) does not work. So feel a bit disappointed by the whole (initial Gold) reception and upgrade. Always considered Hertz to be the first-in-class but now not anymore, Im afraid....
They like to upsell which most of them do, but Hertz claimed they had no booking for me only a booking number. Preferred Sixt, they didnt have my choice car and upgraded me without charging me extra. I had a rate and a booking for $765 thru Expedia, Hertz claimed I did not, did not give me a car of my choice and gouged. Last time with this company.
The service was initially great until they charged us $105 for filling up a tank that we received on half a tank. They had the nerve to state we shouldve taken a picture of the gas needle upon receiving the vehicle. BAD bad Bad
Was driving back from SF and my rental was vandalized (had to swap the car and file police report etc). This hertz proceeded to charge me $350 for being a day late on a $60/day rental.Zero understanding from management.Never again
Bad Bad Bad Bad Bad customer service!Let me start by saying I only use Enterprise because of their awesome customer service. In this situation, I did rent a car from Enterprise, but for convenience purposes I decided after I rented it I wanted to drop it off at the Enterprise at LAX instead of where I rented from which was the Redondo Beach location. Enterprise was going to charge me more than I wanted to pay to drop the car off at the airport. So, I decided to drop the Enterprise car off at Redondo Beach and just rent a car from LAX and return it to LAX. Enterprise had no available cars for my date. So I decided to rent from Hertz.My experience with Hertz went from Gold with Enterprise to tin foil with Hertz.1st, I rent my car and no one does a walk through with me. They just say your car is over there.🤨2nd, After searching a big LAX lot I find the car. I do a walk through myself and take pictures. Its a new style car that requires you to push a button to get it into reverse. That took a couple minutes to figure out.🤨3rd, I finally drive a little ways and realize this car smells like a smoker had been in it. I have bad asthma. So, I look for customer support number and call. All the prompts dont allow for questions about your current RENTED car. I choose other option and that person says they cant help me. I dial the direct number and it rings for awhile then hangs up automatically. So, now I am very perturbed.🤨 I turn around and drive back to the Hertz at LAX (remember this is 405 traffic the busiest freeway in the world). I arrive and explain my situation. The guy says I will give you another car. Turns out its a larger car (remember gas prices are off the scale in California). I explained that I dont want a larger car and I would like at least something off the price of the rental. I explained I am only keeping the car not even 24hrs and I have already used 3 hours of it dealing with Hertz. He tells me there is nothing they can do😖4th, I call customer service at Hertz. It routes me to another country. I try and explain my situation and they dont understand or either have no sympathy. Not sure which one or if its both.🤔That is my experience and it will be my last. Hope it helps with your decision.Thanks
I definitely recommend Annie from the rental pick-up desk, who delivers a 5-stars service.She took very good care of us and found the perfect car for our journey in California.
We picked up our car with no issues but on the 1st full day of driving, we got an oil change warning light and oil life was at 7% only. We tried calling this Hertz location 3 times (at 11 am and 1 pm) and no answer. In fact, the phone line actually hung up on us each time after several minutes of ringing. We then called the main Hertz company and the customer service rep said we would either have to drive back to Hertz LAX location (could not exchange the car at any other location) or we could get the oil change done anywhere and be reimbursed when we returned the car. So we spent time during our vacation getting an oil change given driving back to LAX in LA traffic wouldve taken close to 2 hours round trip. When we went to return the car, we had to go in and discuss with a customer service agent who said they could only offer us a gift certificate to Hertz only, and they could not reimburse us because we prepaid for our reservation. We were also in the regular Hertz line and he had taken us out of this line when we were next to be helped, took us to a different service counter, and then proceeded to help 2 other people before he addressed us. We asked if there were any other options and he said we could discuss with the manager as there might be other options. The manager literally said I dont know what you expect me to do, you already refused the gift certificate. I said we didnt refuse, we were just told there might be the possibility of other options. He was honestly just very rude to us and it was frustrating that we were getting this huge runaround when obviously we had a flight to catch. In the end, we caved because it was clear this was all a waste of time, but to summarize - we spent our vacation time getting an oil change for Hertz and they refused to reimburse us even for the oil change, much less the time and inconvenience. I actually almost never write Google reviews but i just think this whole situation was very unethical.
This car rental place didn’t fully fuel the car when I picked up the car and charged me additional gas fee when I returned the car. I’m lucky - I have taken videos of the initial miles as evidence, and the customer service is now returning these additional gas charge. Be careful with this place.
The car was fine actually upgraded but word to the wise rent direct if you rent from a third party you will not have priority and in the case of LAX the wait was over an hour to pick up the car.
Everyone was great. Getting the car originally was fast and easy. Friendly staff. Only thing I didn’t like was the fact that my back camera was not working
Quick & Easy Shuttle service with a super-helpful driver. Smooth, efficient service at the check-in counter, and then a bit of a free for all to grab a vehicle. So far, so good...
It took a over an hour to get the rental car. We got a car that barely fit 6 people then after that they told us they had trucks. Which would have been much better for all our luggage and would have had better room for 6 people.
Hi team,I hope there is some ACTION taken against such people and we INDIANS are treated better!I am HERTZ GOLD customer.At LAX:When I went in to pickup a car first thing the person at gold customer counter asks me for my name and thenhe says he doesn’t have a car for me.Next I show him the reservation email and he addresses it and says okay go out at presidential circle and pick up any car.At Presidential Circle LAX:Guy there asks us there which car do you prefer car/SUV we pick car. And we are informed there are no cars join the people in queue and will serve you as we get the car.A white lady arrives after us, and another gentleman arrived after us. As the cars were coming in people were served in the order of the queue.When it came to us he skipped us and gave the next car to the white lady and I asked him why is he jumping the line than he responded that this car is not ment for you. I asked who are you to decide you should go by the queue.White lady leftNext car arrives the gentleman was given the car why? Still the answer remained the same. They were given the same category of the car.Next comes Honda Accord HybridWe gives it to us, while we left we were charged $310 which was more than my reservation cost. (Reservation cost $184).We go back in he yells why the hell are you here again, I asked him why was I charged for 2 days. He says you are not where as it was clearly written on receipt it was for 2 days..Next the guy at counter mentioned that you picked up hybrid car so your cost went higher. I let him know this was the car given to me than the guy should have checked it before given it to me why should I bare the costSo he hands me back to the person who was assigning cars. He tells me to leave the honda accord which we did and wait for some hours.To reduce the cost he asked me to remove the coverages. I mean why would I do that?The guy tells me go check the 5-6 cars in the lot and check each key which was having class written as ‘F’ and if that had class F I could pick that car.I asked him is that my job to do? When I ask him he went back to the officeI asked him to take me to his manager or service desk to register a complaint.We were waiting for manager for 35 minutes and no response. Meanwhile he got the updated receipt of 277$. So I asked him to cancel the reservation as even that is more the cost then I booked it for.He informed that he cannot cancel it he can only take off the coverage.I asked him simple question my reservation is for 1 day why Am I being charged for 2? No answer on thatFinally he reduces the prices and tells me to go and pick a car at spot 280 for a while felt relaxed that things are doneBut not yet Hertz can’t go this easy!I go to spot 280 trying to look for Honda accord white in color! Boom i see no cars in or around that spot. It was kind of fun they were making. I go frustrated to them to get my reservation canceled and asked other customers to look what they have been doing then the guy at the counter comes in and escorted us to get a a car Nissan Altima.That’s my whole experience at HERTZ GOLD membership at the first rental.Great job to trash your customers.I HOPE THERE WILL BE SOME ACTION IN THIS CASE AND YOUR EMPLOYEES ARE TAUGHT HOSPITALITY!This thing happened in front of atleast 15 people the damage is done, me and my friend were embarrassed and humiliated.I have some videos too if required I can share it.Let me know what are the next steps.Thank you
I rented a car from dollar, the same company as Thrifty, or Hertz , with my dollar express membership. I was told that there was one agent who took care of express members, I waited for over half an hour, the agent was chatting with his customer, then went out with the customer, and then was smoking outside, then disappeared from the scene0. We then asked other agents who took care of regular customers for help, they helped to get another agent, finally we got another agent, it was more than an hour passed, then the price was $30 more than my original reservation quote according to the agent that the car damage wave insurance was increased.I am disappointed (1) Express members were treated badly than regular customer. (2) price quote from reservation were not honored.-. It feels that I was being cheated.
Super easy to deal with. Had plenty of options available when I showed up. Clean car fully gassed up and the return process was simple. Plenty of shuttle buses so you don’t wait long to get to/from the car location.
Rented a car online, paid for it and flew to LA. Showed up and they were “sold out.” Ummmmm, I have e RESERVATION and I am not late, YOU CHARGED ME. So now I am paying an extra $300 for a last second car from a reputable company. They will never have a dime of my business anywhere else in the country.
Guys just the best hint you can get! Ask for Sheril! She literally made our day! After facing the struggle that we weren’t able to pay with a debit card in another Hertz rental office we had to drive to the LAX Hertz rental. Even on top of it we haven’t had enough money on the card because of the previous rental because we were still waiting for our refund.. all in all without going to much in detail we were f****ed and we struggle all lot to get it working. But than we asked Sheril if there is anything we could do about it. And there she came she literally made it possible to reactive our previous rental with all the benefits on it! And so we had our car by paying with debit card!Long story short: Sheril was the MVP!!
I would rather rate this place with zero star. This hertz rental car is dishonest and try to play tricks with you when sending you the bill. Please calculate carefully when you receive the bill. They caculate the wrong tax amount and added some items that I didn’t rent at all. It’s almost 150 dollars more.
My husband has a broken leg I’m pregnant and we flew 8 hours to LA for work. When we spent another 45 min getting from airport to Hertz. The guy there seemed annoyed and ready to get off work. He told us out car had been booked downtown LA and suggested we take a Uber broken leg and all. So 1:30am …. We asked if there was anything he could do and he said he would charge us 1,700 if we got one there when our original car price was 400. We had to Uber 60 dollar ride to our place spend all morning 6am trying to get a car. This company is to big to care about people anymore stay away.
Worst car rental experience ever, the staff at the counter used the words of full disrespect, asked me why didn’t use the insurance they provided. Also, the guy was talked in low voice, and he then doubted me about why I was not listen to him. Crazy, I can’t explain it why their service to customer can be like that, the whole rental experience was ruined at beginning.
Paid for a midsize. Got a convertible. Awesome. Got kind of hung up at the exit booth, and they charged me an extra $3.21 inexplicably. Happy to take the hit for no roof on a sunny weekend.
Terrible customer service! They really need to take a course and re-learn customer service. Very rude, long lines, and overall bad experience. We decided not to go with them but Enterprise was like night and day! Thank you Enterprise Car Rental for your friendly staff!
Absolutely horrible....3 hours to get a car....no one to check you out...I was Charged an extra day, because they dont have enough people to check you out...thus charging me another $65.00+ now I have to fight to get my money back. BTW $3.00 surcharge to speak to a rep.
Remarkably easy to choose a vehicle and check out. We waited a long time, maybe 15 minutes at LAX for a Hertz shuttle bus to taker us to Hertz, only to find out later we could also have taken the Thrifty bus, which we had let go by earlier.
To sum it up for people glancing:-4+ hour wait in line-3 people doing all 3 companies rentals-You prepay so you cant cancel when you see the 4+ hour long line-Counter workers needlessly waste time and turn out a single customer per 20 minutesGot there at 10 am, its now 1 pm and Im not even halfway through the line
Waited 2 hours in line only to find out they didnt have the car I reserveHertz sucks
Fine enough. Annoyingly told us wed get a certain car (and brand new) and then only to find it wasnt in the right bay and had to spend time going back to get a new car. Sounds minor, but after a long flight, and extremely long bus journey from LAX, these minutes through exhaustion add up
If I could leave no stars I would. Waited over an hour and a half because they are also servicing Dollar, Thrifty and Budget rentals. Only two people to do all of this.. The last thing ANYONE wants is to wait this long after flying all day. Especially when youve prepaid and cant walk away. Do not rent from them. They are the only ones with lines. Clerks are spending unnecessary extra time trying to upsell people instead of providing quick, efficient service to get the line moving.
It gets busy and they only have 2 employees working, but the employee who helped me was nice. She deserves credit for good customer service. The price is ok, the car had a bad odor, like BO.
Hertz now has great selection of electri vehicle
Choose any other rental company from LAX. I have been flying in for work for a number of weeks and Hertz has by far the fewest shuttles from LAX. So you will wait at the curb for 45 mins sometimes just to get on a bus to get out there. Meanwhile, multiple Avis, Enterprise, etc. shuttles are going by. It’s ridiculous
Beautiful shuttle driver made me hsopy to pick up. The car condition is very good. The rental process is fluent.
In the past 12 months, Ive rented cars from 3 different Hertz airport locations... Vegas, San Jose, Ca and LAX.So far I had great experience. I use their app, which I highly recommend to utilize, to schedule the rental and get updates regarding my reservation and it explains where to pick up and drop off the rental.I go to the designated zone, in my case Gold. I choose which car I like, I take pictures of the exterior and interior just in case and drive away and returning is just as simple. Leave the keys in the car, check all your belongings and the rep will automatically email you the receipt.My only issue is the cars exterior needs to be cleaned better. I enjoy driving a clean car! The windows were dirty, the tires were scuffed and there was either bird droppings or did a poor job of wiping off the water. Now I just go directly to a car wash.
Really bad service. Was told to go back to the end of the line after waiting for 30 minutes because the website allowed me to make a reservation for a car that i was not old enough to rent EVEN THOUGH I put my correct birth date into the reservation. After waiting for another 30 minutes they had no cars available and I ended up getting the car i originally reserved!!! What a mess of a place!! Seems like the employees don’t know what they’re doing
A Sauna no a/c, and has customers wait for hours, even to drop off. They dont care if you are presidents circle or not. Update: if you have people to just respond to reviews instead of assisting customers
Rented a brand new Dodge Challenger V8 from the Adrenalin Collection for a 4 week road trip. Awesome, quick and friendly service on pickup. I was in and out with a choice of three cars in 10 minutes. Loved my Dodge, put 8,000 miles on it in a month. Return was super easy too. Recommend 100%.
Was very slow . Also did not give me the car I booked & said you normally dont get the car you booked which I thought was strange. The guy that helped was nice but didnt honor my Affirm reservation, told me affirm sound like a scam even tho I have used many times & know it isnt .
These guys work had to take care of a great diversity of issues. They are flexible and cooperative, and will meet your needs as long as there are cars in the lot!
We had an excellent experience, The SUV, We rented was great, The service was great,and we really appreciated the return policy, just drop off the car and get on the shuttle, seamless!
Hours-long wait, even with a reservation. We were told they had run out of cars and were trying to find more. Then what is the point of a reservation? Horrible experience. We left and took an Uber.
The counter agent was lovely to work with, once I finally got to the counter. It took over an hour to get through the line as there were only 2 counter agents trying to assist about 60 customers.
Bus drivers to and from Hertz were very nice and knowledgeable. Phil, my rental agent, was friendly and funny. I was not thrilled with the wait--30 minutes. I also wasnt really a fan of the choose your own car and then have a longer wait at exit for them to process car. The facility seemed dated and employees other than Phil and the bus drivers didnt seem to be enjoying their jobs.
Worst Rental Car Experience ever. They gave me the wrong keys. Started the car but would not lock or unlock the car. Had to waste half a day getting another car and it was not the suv I rented and needed. Never rent from this company at LAX
Marc single handedly made my experience worth it. Everyone dropped the ball besides him and provided amazing customer service. He deserves to be promoted for his actions.
The Agent that processed us was fast, friendly and competent. He was engaging and helpful in getting us on our way in record time!
Its OK only experience thats was not kool once I made my trip from Los Angeles to Las Vegas check engine light comes on then maintenance lights of other things pop up when I go next time I will see if they really do maintenance before I go
Prices are higher, I rented a Chrysler minivan to go to Utah. It was very expensive but worth.
Pretty efficient now. The only hiccup is the exit process which is slowed down now with 2 other car rental agencies sharing the space.
We had a pretty stress-free experience of renting a car for a few days. I particularly appreciated the shuttle to and from the airport.
I waited about an hour and a half in line. There were about a hundred people in line ahead of me on a Sunday. If you can do the fast track, do it.
Super easy reserved and checked in online. Arrived shortly after my flight landed went directly to my chosen vehicle exited and was on my way!
Hertz was very amazing customer service wise! My first time traveling to LA I was the one who messed up my reservation. The employees at Hertz were MORE than understanding! We got everything cleared up and they got me in a car on my way within a very reasonable time! I will for now on only use hertz when I travel anywhere because of my first experience with them today. I highly recommend this location! Ask Karen! She’s an angel!
There was an issue with the first rental car I took from the lot before I even left, I had to turn around at the gate and go all the way back to the lot and drop the car back off and find a new one because it was not marked to leave it on the lot. Once I got the second rental car, everything has been smooth since. Very friendly staff, even gave me some water for my drive.
The customer service was grate, they had upgraded us because they were out of what we made reservations for. The vehicle amazing! More then what we expected it had all the bells and whistles , fully loaded an drove perfectly.
Bus driver completely ignored the safety requirements mandated by the state and federal government and packed the bus with ppl at LAX. There was no room at all forget about 6 ft between people. Everyone on the bus asked driver not to pick up any more passengers but he insisted that he was doing what his manager told him to. This is unacceptable customer service and safety protocol for Hertz customers and should be addressed immediately.
Missed the return entrance because of some tree overgrowth, but spotted it the second time around. The return process was completely stress free and extremely simple.
Extremely inefficient, unfriendly staff, and horrible management😡😡😡😡😡😡😡😡😡😡😡😡😡I got an email saying I was still a gold member at 8:53pm, got to tulle gold member desk after I arrived, and was notified my membership had been inactive so I needed to go to the normal desk to get help. I challenged them why I would still receive an email saying nothing about this information beforehand. They picked customers to serve which is NOT ACCEPTABLE! I will never use HERTZ again after being a gold member for over 7 years.
Lame. Got there at midnight, probably 50 people in line, and only 2 people working a counter that can accommodate probably 15 agent.While wasting away in line for over an hour, I was able to download their app, setup an account and checkin with probably 20 parties still in front of me. Walked outside to pick up my car, stall was empty. They didn’t have any full-size, which is what I reserved. After talking to a bunch of lot attendants, some amazing young lady gave us a full-size SUV instead. She is the only thing right at this place. I know it was late, but Yikes.
I have always had an excellent and very efficient experience at the LAX branch of Hertz. The car is always ready and dropping it back is very easy. Good frequency of shuttles between the terminal and the depot.
BEWARE! This place attempted to charge me hundreds of dollars for damages that were already preexisting on the vehicle. Luckily, I had taken photos of the vehicle before I picked it up, so I was covered. I will never rent from this company again.
This has been the best Hertz car rental Ive ever been too. As a gold card member, Ive had always plenty of choices of a very diverse fleet of cars that has always best suited my needs. This trip, my needs are fuel economy. Since gas is $5.00+ a gallon, I got the most fuel efficient car available 38 mpg Full size! Pick up is simple quick to get going. I will continue to fly to LAX to use this location.
I rented a GMC Yukon for 5 days. It was fantastic!! Low mileage (14,000), clean and free of damage. As a Gold Plus Rewards member pick-up was easy and my car was allocated and waiting for me as I pulled up into the depot on their courtesy bus. Added bonus being the 2 child booster seats already sitting in the back.When I returned the vehicle staff were prompt and welcoming. I stupidly left my iPhone behind in the vehicle, but have since discovered it is with their Lost and Found department. I have received emails and calls with instructions on how to retrieve the item.All in all and great experience.
Parking prices are reasonable and there are lots of shops and places to eat. Pretty all lit up at night too!
TANYA DESERVES A RAISE. During her efforts to help me and my family, Tanya went above and beyond to make sure as tourists we felt comforted and prepared for our trip. Tanya also told us that she has been with hertz for over 30 years which is amazing and speaks to her loyalty for the company! Thank you Tanya for all you do. And if you see this, I hope we get to share that drink one summer in LA! You were a huge help to me, my sister and mother! These jerseyians were grateful for your hospitality!
Before coming to LA, I was a bit stressed about which car rental to choose. I was scared for a bad service so it was tough for me. Luckily I ended up to choose Hertz.Everything was smooth from the beginning till the end of my trip. Super happy with the shuttle from & to the airport. Such fast service when picking up. You get to choose which car youre comfortable with. Super clean!!! Such easy way of returning the car.I highly recommend this rental company if youre visiting LA!!! You wont regret it! It is truly worth my hype lol
I get great service as a Gold Plus member. Quick and easy pickup. Great car options. And fast returns. Its go to car rental at LAX
Worst rental company in the world. Ive been on the phone with them 3 days about a vehicle theyre saying I didnt return. Im literally going to sue them. Not just saying that because Im mad. Dont go there. They completely suck! Go to Enterprise or Sixt. Thank me later....
Edit: The service here is spotty, sometimes it is great other times it is terrible. One thing that consistent is the exit gate is always slow.I didnt have any issues picking up my car using gold service. They offer select your own car, the cars in the presidents circle were decent.On this trip very few cars in president circle.
The shuttle took forever. We spotted multiple shuttles from other rental companies while waiting for Hertz shuttle, which drove past us. Took us about 40 minutes to get to the car rental. They had no instructions on which car we could take. At the end of the trip we were charged for fuel even though we filled up our fuel tank before dropping our car off and whoever checked the car initially said it was full. This was later changed to charge us extra. Hertz became a scam. I used to love it but I would rather rent from somewhere else.
I really was hoping to have a semi good review for this company but overall I’d give their services a 1/5 stars. First off the shuttle from LAX to the pickup depot took 45 minutes!!!!! Along with over a dozen other frustrated customers we all waited and watched 4 empty buses pass by us at the pick up spot, a women even crossed 3 lanes of traffic to wave one down without success. I even called the customer service line and they said they had no access to contact the drivers and no schedule when the next bus would arrive. Finally a shuttle bus pulled up and everyone rushed on in a panic as to not wait any longer.I do have to say the lines for reserved pickups were not that bad and service was efficient. Although explanations for where your car would be and location of they keys was very unclear.The car itself was in good condition and drove well so that was good.Now let’s talk about the return. I called ahead to see what the shuttle times were back to LAX and after literally 8 attempts to connect with customer service I had to try another extension and no one had access to the shuttle information. When we got to the drop off location it went smooth and luckily a shuttle left right away to LAX however, the driver missed our gate even though she asked which airline before we got on. She was very apologetic and luckily we arrived hours ahead of our boarding time but still, attention to detail is lacking with this service. Needs major improvements.
Meh. Its Hertz. Better than the off-brands, but nothing to distinguish it from the other big-name brands. Returns are quick, but pickup is slow. (This is true of every brand unless youre in their club as a favored member. )
The area to return the car was extremely small and inconvenient. The guest parking was hard to maneuver in when my family was trying to transfer luggage from the rental to our own car. There are only security camera around the gate and not in the parking area to the left which made me feel extremely unsafe given the amount of people driving in and out.
Ridiculous! 2:35am to pick up a car that was booked for 11:30pm.Kids and elderly people sleeping on the floor while no cars available even for gold members.
Some spent days in jail, others months. One woman alleges she was arrested more than two years after she returned the vehicle she was accused of absconding with. All claim that the rental company Hertz reported them to police for stealing cars they had properly paid for.Now Hertz has to publicize its number of theft accusations. In a ruling Wednesday, a federal judge in Delaware sided with the request from attorneys for 230 customers who say they were wrongly arrested.The total still depends on whom you ask. Hertz said it reports to police 0.014% of its 25 million annual rental transactions - or 3,500 customers. Attorneys for the renters said they believe the number is closer to 8,000.Francis Alexander Malofiy, one of those lawyers, said Hertzs tendency to report missing cars to police without investigating first is unacceptable, either way.This is not a question of if its happening. Its a question of how many people its happening to, he said Friday in an interview.Hertz, which has been battling these allegations since 2019, maintains that it only reports renters to police after exhaustive attempts to reach them.The vast majority of these cases involve renters who were many weeks or even months overdue returning vehicles and who stopped communicating with us well beyond the scheduled due date, the company said in a statement.At several points in the coronavirus pandemic, securing a rental car has resembled a nightmare, even absent potentially false theft allegations. Car shortages have made customers desperate for vehicles as prices soared in tandem.Hertz, specifically, has faced additional problems: It emerged from bankruptcy in June months after getting hit with a lawsuit alleging it had withheld a time-stamped receipt that could prove a man innocent of murder. Then, in a viral Twitter thread, a different customer posted a scathing letter she had written to the company to complain about her Kafkaesque customer service experience.On Thursday, Julius Burnside described what he said was his experience renting a car from Hertz in 2017.Turned it in, paid for it, kept my receipts, went about my life, found out there was a warrant for my arrest and subsequently went to jail, he told MSNBC.Other people told Inside Edition that they were similarly arrested after Hertz accused them of stealing cars they had paid for. A charge of felony auto theft against Paul-Anthony Knight was ultimately dismissed, the TV program reported, but not before he served jail time.I was thrown to the ground, I was arrested and I was locked up for over a week, Knight, of the Atlanta area, told Inside Edition last month.Colorado resident Drew Seaser told CBS News he was stopped by customs officers at an airport and informed there was a warrant for his arrest in Georgia, where Hertz alleged he had stolen a rental car. Seaser said he had never been to Georgia or rented a vehicle from Hertz.Marisa IatiFeb 11 2022Washington PostHertz claims thousands of renters steal cars. Customers argue theyve been falsely accused.
Their shuttle service picked us up at the airport and brought is to get or rental. We had reserved a car and got an upgrade when wet arrived. We requested a car seat and received a preschooler one, we went right back and switched it for a toddler carseat. The staff was friendly and quick even though we were there near Midnight. We had or rental waiting for us, it was clean and a nice, newer model. Thanks!
Not the best experience. The staff are friendly and offered us water while we waited but it was an unexpectedly long wait for 9:00pm on a Thursday. When I finally arrived at the car they had assigned the same vehicle to two different people. The other person was kind enough to offer to go back. They were the ones who deserved 5 stars.
Shuttle took very long time. More than 40 minutes to get the car.On top of that when returning car email receipt showed that the car was full and fuel tank 8/8.Filled up at gas station before returning the car.Returned car on Sunday.Got fuel charge 5 days later of 83$Have proof of email and all the gas stations I filled up during the rental including before returning car to the rental.Still waiting for support to resolve this issue.
We unexpectedly needed a rental car to travel from LA to Bakersfield. We waited quite a long time for the bus at the airport, but once we got to rental site our experience was great, all thanks to a gentleman named Zac. Our first car was all set up in Spanish and no one seemed to know how to change it, so Zac very courteously got us another car. Unfortunately the new car had a very strong odor of cleaning materials and smoke. Once again Zac got us another car. He helped with the luggage and was very patient and helpful and got us on our way. If you rent from Hertz at LAX, Zac is the guy you want to help you get your car.
Super lengthy wait. Relatively few attendants to service a crowd in one of the busiest airports of the US. When it was my turn the attendant could not determine what I had selected from my reservation number and continuously asked me the details. The one easiest and convenient thing that I could do was extending the reservation online for an additional day without a hassle. The vehicle was clean but it was not that great to drive though and took a long time to accelerate. Overall a decent experience but will look at other vendors the next time.
An honest review first the pros: this Hertz location has a free bus from the airport they have a staff on site that cares about the customer. I accidentally came here instead of the Hertz at Inglewood where I had reserved a car for $200 less Rent A Car at this location because of the airport charges. The lady was very helpful my cell phone had gone dead and gave me her cell phone and helped me call an Uber to get me to Hertz Inglewood and save me $200 for the 21-day rental. She even got a staff member to drive me in a golf cart to the front of the property to catch my Uber ride. She went out of her way to make sure I was taken care of! Kudos second the con: this location is very busy there are long queues and you end up paying lots of fees for the free bus ride and the extra staff it takes to take care of the crowd. Book a $15 Uber ride to Inglewood and save a bundle.
I came to LA with my sister and niece and I have to say, we might’ve overpacked a bit.. when we got off the shuttle the employees told us that we had to check in across the street but I think Zac noticed us struggling to get our things together. Zac was kind enough to allow us to check in through gold membership despite us not having the membership. He was so kind, it really made our day! He even wished me an early happy birthday and gave me an upgrade on the vehicle! He even gifted my niece a cute ornament! Zac was such a superstar and his service is unmatched! I have also joined gold membership because of this amazing experience! I highly recommend renting from Hertz LAX location and make sure to ask for Zac! (also a quick shout out to the employee who ran to the shuttle after I dropped off the rental car to give me my coat that I accidentally left in the back seat!)
I rented a Malibu , when I picked it up it was fine , than it rained so I had to use the wipers , those didnt work. Than I was stuck in traffic the car just shut off on me. This happened a number of ... times
The car was great, no issues there. It was clean, ran well, and was a pleasure to drive. It was also the cheapest option around that Id seen. The staff was decently friendly. There was a shuttle from the airport to the business which was very convenient.Unfortunately when I arrived there was, with no exaggeration, a literal THREE HOUR wait in line to get up to the counter. This was about midday on a Wednesday. Despite the staff being friendly, the cheaper price, and the car being fine, I probably will not use this particular service again.
I was pleasantly surprised how easy it was to get the rental car. here I thought that being LAX, the lines would have been insane and we were about to wait 1+ hours but we just waltzed in and were immediately helped. They were all very polite and even offered water/popcorn which was a nice touch.
After dropping off rental car, I needed a Lyft to an LA hotel..After waiting 25 minutes, I found out that Lyft and Uber are not allowed on rental lot.. I had to hike to Airport Blvd with two heavy suitcases to catch my rideshare..Why do your customers have to walk off the lot to catch a ride??Why could NO ONE in the Hertz office tell me that Lyft cars are not allowed on the rental lot..Poor customer service..Hertz does not deserve one star..
Not enough staff available of course our pickup was at 1am Thursday so they did their best to get thru all the customers and were friendly drop off was super easy and convenient no hassle shuttle right to your terminal
Biggest complaint is that the cars are pretty beat up at this location. Scratches, dents, dings, and one even had a broken light. Additionally, Presidents circle isle didn’t have a good of a selection at the time I arrived for pickup. I’ve had a much better experience with national rental car.
Update: 2/19/22 @ 5pmHertz was quick to respond to my one star review and advised that I reach out to a link to try and resolve the matter. They were UNHELPFUL to say the least and could not accurately answer my questions. It’s just money, I’ll pay it. But I don’t think I’ll be using hertz again.2/19/22 @ 11amEverything was great until I got my bill and found misleading charges on my bill including a “concessions recovery fee” and a “customer facility charge” which on their website say they are the same thing but they charged me more that $85 for both of these fees of which I knew nothing about.It’s not the money I’m mad about, it’s the principle of being upfront and transparent. I feel hertz is being tricky and I don’t like it. Based on this experience, (and I’m a FIVE STAR rewards member at hertz) I will no longer be making recommendations to this location unless they make things right with me and make an effort to be more transparent with miscellaneous fees.
Tcc is the most amazing beautiful woman we have ever had helping us. She was so warm, kind, friendly, helpful, and helped guide us to a really nice bmw to rent. And included some things to help us. Definitely the best impression i have ever had.
Had a good experience checking in. After looking at the thrifty/budget lines, I know that the reviews are not an exaggeration. Arrived on a Thursday around 10, claimed luggage, and then hopped on the shuttle to hertz. There was a line, but it was moving. There were plenty of workers there that day. The return was even more simple. Pull around the back, follow the parking coordinators instruction regarding which lane to park in and thats it. The vehicle itself was in good condition but did have a strong odor of reefer. Not sure how they will handle that aspect of the rental but we will see.
I just got here for rental reservation pickup. It is about 30 deep.There are 6 turns in this line. I feel like I am at an amusement park.There are 6 people working the desks.All the kiosks aren’t working.Welcome to LA.Budget is worse.I think it is worth paying more for Enterprise, National.
This is one of the best car rental spots in the country. Sometimes it can be packed, but they have plenty of service lanes and they give out popcorn and snacks while you wait for your rental if you were a fool and didn’t sign up for the free gold membership that lets you slip the line. They messed up my rental actually, and I had to wait for about 30min, but they gave me a free extra week and upgraded me to a suburu so I can’t praise this place enough! Best rental spot in the continental USA
Nice but expensive and they up sold me. I thought the price was a deal but it was actually the cost per day extra. My bill for 4 days was $1000 for a BMW convertible.
Wide variety of vehicles. Inspect the vehicle prior to driving off. The vehicle which was rented to us had severe scratch marks on the rims. Hertz didnt assign anyone to conduct a preliminary inspection.
What a joke, the system is broken, reason staffing issues.Got in at 11pm. Waiting no name on board. In line waiting. Waiting. 5 people sitting doing nothing A dissfuntion service.
NEVER AGAIN WITH HERTZCat D vehicle booked for 2 days for 131USD.Upgrade offered at arrivai and finally more than 500USD charged it’s a shame !!!!!HERTZ STOLE MY MONEY AND I WANT IT BACK
Terrible experience. Firstly, we could not get anyone on the phone to modify the reservation when our flight was delayed. Took 40 minutes for the shuttle to pick us up in the pouring rain. Then it took another 40 to secure the car, although we had already checked in via the app. Then another 30 minutes to get cleared through the exit. It was as if we were going through customs. Horrific! Will not be using Hertz again that’s for sure!!!
This place does not care for their customers. 1 person to help everyone in line. Flight was 4 hoursLine for car 3 hours. I person helping 5 more just standing around.
The procedure of waiting for help is odd but the hertz assistant was very nice. Low selection of car types but we arrived at midnight.
Car was clean and nice but they decided to remove our discount codes code after we showed up to pick up the vehicle. We had no choice but to pay the couple hundred dollar difference
The worst customer service ever! Staff does not greet you. They get extremely bothered when asking questions about your reservation. By far the worst customer service.
NOT RECOMMENDED.....for anyoneHertz requires an individual to possess a credit card and/or particular credit score, in order to rent a vehicle. Being active duty military or Veteran affords you zero flexibility with Hertz. Financially independent individuals are not welcome to this location.Hertz is a corporate puppet of the government who attempts to force Americans into debt. Forcing a person to possess a credit card and or a specific credit score, (a score determined by the government, for the government) should be considered criminal. Credit scores and credit cards are unnecessary to a financially responsible individual.There are many other rental agencies available in the immediate area, all of which I recommend before Hertz.
I got great service in and out! We went Vegas nd had so much fun! I would rent from here again..
Even if the cars are sometimes not perfect prepared for me the best rental company. If there are some problems the guys from the front desk will make you satisfied again. Of course it should not be needed to complain anything but by so many rentals a day I can understand that not everything runs straight.
Was in town for the Super Bowl. Staff at both pick up & drop off were prompt, efficient & polite. Great job Hertz LAX.
We had a really bad experience picking up the car (even as a top loyalty level customer). The car was good and returning it was easy.
I had the terrible experience of having to deal with the manager of this location. I went to the location after reserving a Tesla to use for a few days while my vehicle is in for repairs and rather than communicate to me that the website incorrectly displayed information and trying to come to a reasonable resolve the manager on duty decided to come at me completely hostile. When the attendant couldn’t articulate the words needed she said I needed to wait for the manager. The manager came to me and said “You had a question…?” Instead of something even remotely customer service feeling she continued to rudely state to me they couldn’t rent to me because I was under 25. Even though I explained the website lists it as available. When leaving the building I spoke to a bus driver who was wearing a hertz uniform and told him how awful my experience was and he said I’m not the first person to express an overall terrible experience with what they refer to as a manger. This is problematic because it wastes my time and completely ruins what could have been a simple rental experience. As someone who works in customer service every single day it does not take much mental effort or ability to conduct yourself in a professional manner, the manager of this location seems better suited for a position as far away from the public as possible. Please look into the the African American woman who was the manager or at least claimed to be on 2/14/2022
The customer service was okay but the line situation within the building was so confusing! Theres 3 different waiting lines with hardly anyone working so youll have 5 people waiting 15+ mins whether they have a reservation or not. And then youll have people waiting in the wrong line because no one greeted them or guided them to the appropriate area
45 minutes at the curb waiting for a shuttle that never showed up. Every other company has at least 2-3 shuttles passing us at the same time period. No answer on the phone. Unacceptable. Finally a National bus stopped and asked who we were waiting for and offered to help by giving us a ride to his competition. I’ll be renting from national from now on when visiting LAX.
There are no lines. Thrifty is packed. For me, I’m not willing to risk a faulty arrest for stealing a car I never rented!
Line was not that long but took over and hour to get my car because they tried hard and upsell you to a more expensive rental
I would definitely rent from this Hertz again, its well organized when you have a reservation.Great customer service all around.Good variety of compact cars.You get your rental quickly and easily and youre on your way!They have a huge wide open location for their office and its easy to find your way around!Happy renting my friends and drive safe!
They will upcharge the ever living s*** out of you. Ive rented from various companies through Expedia before and the price is always more or less whats stated. At Hertz they asked if I wanted collision coverage and now there are somehow a zillion different charges and fees? (See attached). Will absolutely never rent with Hertz again. Slimy!
Terrible experience. I got in line at about 11pm and I didnt leave the line until almost 12:30am. They need to find an alternative to help speed things up, especially for the people that already have reservations.
Well explained rental conditions safe car and insurance receivedMaybe a bit more info how to exit faster if you are not going to the airport
The agent tried to force us and lie that I have to buy protection on the car to rent it. Once I raised my voice tone and insists that I dont need extra protection/charges, she asked for my auto insurance card.Do not get scammed by those sellers and insist on your rate
Unbelievably terrible service - cancelled the car on the day still taken money out of my account. Then the red tape to try and get the money is nigh on impossible!!Never use hertz again awful awful awful company
I have no complaints. Staff, Service, and the car were great. Loved the convertible Camaro SS.
This is a mess car rentals. The worst company that you may experience renting car. Staff is the worst employee service you may get. Ever never use and this location needs to be shot down
Been using Hertz quite a handful of times for our cat rental needs and our experience with them has been nothing short of phenomenal. They have a shuttle that will take you from the airport to their Hertz location, which was maybe only like 5 min away. And since we are Gold members, the moment we got off the shuttle, we saw our name on a board with the lot number because our car was already waiting for us with the key inside. We even rented a forward facing car seat for my toddler and it was already inside the vehicle wrapped in a plastic bag.Our only issue was that my husband requested a 7 passenger van (Nissan Pathfinder or similar) since we were traveling with 4 adults and 2 babies + baggage. We went into the office and the guy, Gladwyn, was able to assist us with no problem! We were able to exchange the Toyota 4 Runner to a Kia Sedona mini van. Then all we had to do was drive it out and they give us the paperwork when we exit the lot. Oh, and totally took advantage of their free water bottles and k cup coffee! All this occurred at like 1am when we were so tired and exhausted from a long flight.Highly Recommend!
Beware of their scam! I am a non smoker and they decided it was a great idea to charge me a $400 ‘smokers fee’ When I spoke with the agent and requested the charge be removed, I was told she could not do that. I have filed a dispute with my credit card company. NEVER AGAIN will I ever use Hertz!!
Worst rental car pick up experience ever. Waited for a crowded shuttle that dropped off 30 people all at once for a counter with 1 person working took 3 hours total waiting in line to get the keys despite paying ahead. Will never come back. F** this place
Kimberly did an outstanding job processing our carrental, pleasant, explained all the options making that part of our trip free of any problems.
Im honestly disgusted and shocked by what has happened here. I have been ripped off by Hertz and was charged for Fees and an EV Adapter Replacement I didnt even touch.
Quick pickup if youre a gold member. Counter is a nightmare. Drop off is quick, dont expect any help. Back to the counter.
Staff is nice, but I waited an hour for my reservation, after checking in, while they cleaned the car.
Have been using Hertz for a decade for US trip. Cars are always clean and good condition
Free upgrade to Presidential Circle. Easy check-in/out process. Decent shuttle service. Okay selection.
3.8 (199 comments)
Review №1
2021-12-20Arrived on a Sunday around 5pm. I was greeted by the staff. I was able to pick the vehicle I wanted according to what I reserved. Sales staff did try to up-sale me a nicer more expensive vehicle and some other things. No problem, I understood it was his job. There is $200 deposit on a credit card. Not an issue because I knew this going in. Seems the evening they are a bit slower. If possible you might want to book your arrival later. Drop off was easy, the shuttle bus is about 25 feet from the drop off. They sent me an email notification in about an hour. Note: check with your credit card company. They usually offer rental car insurance. This way you save on the daily fee through Hertz.
Review №2
2022-06-07I was waiting for a response from Hertz before making this public in order to help them for the future but no one has gotten back to me and it’s been over a week so here we go.This has to be the worse rental experience I have ever had. First off the bus driver picking us up closes the door on me and my wife as we are trying to put our 5 month old on the bus, we arrive at the rental location to a line of 20 people and 2 employees working. After about an hour and a half wait, they still try to upsell me. They thought they were doing me a solid by “upgrading” to a premium SUV, the only thing premium was the type of gas that it took. Car was not great in the slightest as you can see in the pictures. We get held up at the gate for another 30 minutes. Then the vehicle started making a weird noise as we were driving and warning messages came up on the dash. I called multiple Hertz locations in order to exchange my vehicle and no one would take it, they said to take it back to LAX. Finally take it back on the day we are leaving and we just sat around for 20 minutes waiting for someone to clear us so we can take the shuttle to the airport.To sum it all up, I will never rent from Hertz again. Very disorganized. If you see a deal, don’t take it like we did. I should have listen to my gut and went with Enterprise like we always do but pinching pennies was not worth what we went through
Review №3
2022-04-06Such a smooth service. Pick up and drop off at the airport. Getting the car is so easy and they are so friendly. The car was clean and full of gas and ran well. Turning it in was very fast and easy too. And the deposit was returned by midnight of leaving the car as promised.
Review №4
2021-12-06Worst beat-up car ever! Actually embarrassing to be in! It was filthy when we got it and should have qualified for a Rent-a-wreck! I tried to contact you from day 1 and no response! Someone on the phone said we could exchange it in San Diego... nothing available! NEVER Dollar again!
Review №5
2022-05-20The Hertz Car Rental at LAX is open 24/7, which was nice for someone like myself arriving on a flight that lands at 1am. Customer Service was friendly, although for some reason they didnt have my Presidents Circle Membership on file and therefore charged me for an extra driver.Taking out the car and returning it was pretty straightforward.This was my first time renting a Tesla from Hertz. Although it was an interesting experience, various settings were either grayed out or some features just didnt seem to work. I wonder if these vehicles are pre-configured by Hertz to disable certain features. Would appreciate some transparency on the matter.
Review №6
2022-02-28Normally we have had pretty good experience at Hertz. Flying in Sunday evenings. This time everything seemed against us. First, we were on the gold board and had a car assigned to take from a slot. We walked to the parking spot and no vehicle, just an empty space... Inside we went inside where the attendant was super helpful to get us a replacement vehicle. We head to the vehicle, its there, and we loaded our luggage and headed to the exit... Along with about 40+ other cars... And we wait... 10 minutes go by, only one attendant is on duty and they are taking forever! (only one car was processed in that ten minutes)... 30 minutes later two more both people arrive and we finally get processed and on our way.
Review №7
2021-09-16The good part, in and out within 5 mins - Loyalty program. Good Stuff!The bad, previous reviews show others got a sparkling car (same make/model). I get the Freddy Krueger, limited edition - 54,000 miles car. There were so many scratches that my associates thought I borrowed the car from a local friend or someone. No walkthrough, why bother! I get the, as long as it doesnt come back totalled kind of car - yep, Im tart and for the amount I paid I should be. I arrive mid week before 5, with a lot full of cars and I get this rental that needed attention.Grateful - I skipped the insane line - to get to the worse condition car Ive ever seen at any rental location. I hate seeing those who had to wait, as it was in a separate building but was spilling out the doors. Then to get to a car thats in poor condition is even more frustrating, I assume. Your Orlando location is needs help, but I felt cheated by what was paid for in CA.The car was so marked up that all the pictures look like a design (video shows it a bit better). One angle (shady area) the car just looks dirty, then BOOM, the light hits it and I felt cheated. Terrible, and Im a long time member, and had a set agenda, but I know I looked suspect driving that car. H o r r i b l e! Strike two. Pictures are hard to capture, but this thing was poorly taken care of. Didnt even bother to address it, as similar quality happened at another time/location as well. Is this the standards now Hertz? Ripping folks off and wasting peoples time. Short staff, I get it, but from first appearance, that car shouldnt of been in rotation. Disappointed.
Review №8
2022-02-14Honestly for a little bit more they rented me a car that made my vacation.... Such a blast! Im very grateful for the awesome customer service and care that I received on this visit and I will stick with Hertz for all of my future rental needs in LA.
Review №9
2022-03-31I would like the new Hertz at the airport LAX to improve on wait times. Hertz was one of the best car rental places before the merge. The customer service was great. There was no long wait times. There was plenty of customers satisfied. New Hertz please make a system where customers are treated great, the process of getting a rental is smooth, and be remember the Hertz that you use to be. We love renting your cars but you must structure your renting process and hire someone to give employees sensitivity training ( its needed, remember the customer have to stand in line for hours and if its hot offer water ) Hertz Im not going to give up on you because in the past I had positive experiences with Hertz. Also Hertz did reply 43 mins. Into this review and they said they thank me for the review and they will forward it to management. Thanks Hertz for responding and your customers will support your wonderful efforts.
Review №10
2022-01-12SO MUCH BETTER. Its expensive but its worth it. After being stranded by another company who scammed us and left us at the airport, we took the Hertz bus from LAX (which was frequent and easy) to the Hertz location in hopes of getting a car without a reservation during a holiday. We had to wait a little (20 minutes) but they gave us popcorn and water. We were able to book the kind of car we wanted. It was more than we were expecting to pay, but we did show up without a reservation. The car was great, clean, brand new. We had to extend our reservation, and it was easy to do over the phone or online.