The return time they gave me on the contract was one hour *after* the location closed for the day. And the location doesn't have an after-hours dropoff.So I was on the phone with National's call center in India for an hour trying to debate with them that 1) No, I wasn't going to drive all the way to the SFO airport in rush hour to drop off their car and 2) No, I wasn't going to pay a late fee because they screwed up by giving me the wrong return time.Finally I got them to tell me that I could drop it off at an Enterprise location as an alternative. So I found one after-hours Enterprise location in the area, dropped the car, and the next day I called them back to tell them. The call center people denied having told me to drop it off at Enterprise, and insisted the rental was still "open." When I finally convinced them that I had already dropped the car off, they asked me to call the Enterprise location to tell them where to take the car. Why is that my job? It's their car!Finally, I called the original office that rented it to me and they took care of it, even waived the late fee. Which is why this is a two-star review and not a one-star.Also the car drove fine. No problems there. Just terrible customer service!!!
I've had several bad experiences with Hertz at this location over the last few years. I'd arrive, the 'guaranteed car' wasn't available and I was directed into the Gold office, waiting in line forever to be offered another car, sometimes for more money. Grrr! This happened several times. Sometimes I paid the money, other times not. The real frustration was the delay. I felt they owed me an upgrade for waiting, etc. As with many Hertz experiences recently, I'd get in a car, turn the key to find the car had very high mileage for a rental car, stains on the seats - a beaten-up car. I'd walk back in and ask for a different car, or throw-up my arms and drive off. I stopped using Hertz because of it for a while. This coming from someone who had rented cars for what amounted to months of use every year. This time the car was okay but very basic spec with no parking sensors, etc. and pretty worn out. Service was okay but is this what I expect from Hertz? No. I've written. Response? No.
I rented a car a couple weeks ago for the weekend. While waiting in line to confirm my reservation, a manager asked me if I already had a reservations confirmation number and if so I could use the Kiosk machine. He was very helpful with guiding me to what I needed to do. Very impressed. Then when I went to pick up my car, I was advised to wait for a Rep to come meet me, a young lady representative came to me, asked my name and walked me to the available car. I rented a compact, however they did not have any compact cars available, so she said that she can upgrade me to the next size up free. I took the opportunity. I had a Chevy Malibu. Great car, it has awesome gas mileage and it super comfortable. Overall experience with Enterprise was super awesome. It was nice to be treated with VIP status. :) I recommend renting from the Enterprise SFO Arpt location and I will definitely choose Enterprise again in the future when renting a car.
Shorter lines than the other car rentals, since the price was higher. The biggest problem: we rented a baby seat with the car, rather than bringing our own on this trip. The seat they gave us was cheap and uncomfortable for our 9mo old. It rattled around, making her carsick, and my husband had to sit in the back and hold the seat in place for a 6 hr drive each way. Enterprise also did not install the car seat for us due to "liability issues", which meant we spent about an hour trying to get it installed at the airport, poring over the instruction manual. This could have been handled a LOT better. They should find a way to have the seat installed in the car when you pick it up!