Show up after reserving an SUV needed for a surf trip only to be informed that they don’t have any. No attempt to reach out to me to inform me prior to spending $40 on an Uber to the location. Only solution offered was to wait an unknown amount of time in the hope that one comes in. I don’t rent cars often but it’s baffling that the company would accept a reservation for a car they don’t have and then not even have the courtesy to let me know before showing up

This branch is poorly managed and extremely slow. Make sure you give yourself extra time or, better yet, go somewhere else. Enterprise is just down the street. After standing and waiting 20min to pick up a reservation, everyone in the branch had to wait even longer for the clerk to answer phone calls before attending to customers in front of him. I have been a long time customer and exclusively us Hertz for business. Time to move on to another rental company. Service seriously sucks here!

Reserved a car (paid full amount for a week rental) a month in advance. We werent able to make the 9am pick up time but arrived before 11am and apparently our car had been given away. Of course there were no other cars in the same class or lower - only upgrades. I could understand if we reserved the car with no down payment but when we paid the full amount they should have held the car or at least made some concessions. Will never rent with Hertz again.

Long story short stay far away from this location. BAD management. The employees dont acknowledge anyone that walks in the door. Waited over 20min because 5+ customers were just waiting around. Employees are super slow. You have to initiate by walking up to the counter only to be told your reservation is no good because they dont have a car/van for you.When asked why the website allows the reservation they cannot explain and say they have oversold. No other Hertz location that I have reserved from in the last 20+ years has allowed this.

Dont waste your time here! Rudeness and inefficiency prevail! Go to Enterprise Rent-A-Car in Arcadia!

Staff here are very friendly and helpful. Art was very professional and overall a cool guy.Thanks for making my car rental experience an easy one.

Been a gold member with hertz for over 15 years and rent about 4 Cars a month with them on average. They wouldnt drive me 0.8 miles away because they only had 2 employees working at the time (the place was dead and it wouldnt take more then 5 minutes to drive me the 0.8 miles). Im now walking because paying for a uber to go 0.8 miles isnt fair for the driver. Good customer service is a thing of the past it seems, Pasadena has 2 hertz locations avoid this one or go to a different city if possible.

We were able to rent a car for 40 days with these guys. Good vehicle for a long distance travel. We accidentally left our electronic device in the car upon returning. Came back a few days later to look for it and the guys here all helped us to locate the item. Thank you!

Originally (3years ago ) I gave you guys 4 stars, now its 0! The customer service at the Pasadena store is horrible! I was renting a car for over $800, now I have taken my business to Avis! Overhaul your Pasadena store, theyre very rude and will continue to cost you the loss of customers!

Great service at this location, friendly and easygoing. However, the vehicle I reserved wasnt very clean. Had nearly 40k miles and somewhat banged up. I understand Hertz is going through a rough patch right now. Hopeful for their rebound as I like the company overall.

All I could say is they hooked me up! all employees 5 stars and were very nice and polite because of all this I will now only stick with Hertz for all my future car rentals.bring your business here

Awesome service thank you guys

The employees here are professional and courteous. I am not even upset there was a hefty security deposit... I forgot how that works. Hadnt rented in a long while. Anyways...they will keep my van for me the following day. Wonderful service.

Good running car.quick helpful service.

Very quick in and and out. Had the truck I reserved (dont take that for granted), easily modified the time of pickup from the time I reserved, all in all just a breeze!

We booked a one-way car from Pasadena to Santa Barbara. When we got there, the guy at the counter was really friendly and professional, and said that our car was ready - then got a phone call from a co-worker telling him to hold us there, since there was a specific car that needed to go to Santa Barbara. We waited an additional 30 minutes, and eventually said we did need to get on the road to make work obligations in SB. We were given a dirty car (see picture) that did not have a full tank of gas. The bigger issue, however, was that the car had a broken brake light that triggered a warning beeping sound and message every 10-30 seconds. It appears that this location wanted to get this specific car off their lot (I checked in SB - they had not requested a car from the Pasadena location.) I dont think you should make customers wait 30 minutes to put them in a faulty car because you want to hoist it off to another location. As a side note, the woman at the counter in SB (airport location) was remarkably nice - I mentioned to her that the car needed to be cleaned and had a broken brake light, and she was super friendly about it and actually adjusted my rate as well, which was a nice thing to do.

I recently rented at Hertz in Pasadena on 9/17.The check out was smooth and they had my reservation.I had reserved a Mid Size car and had a choice between a Mazda or another car, but I chose the Toyota Corolla as it had better leg room and I have driven one several times before.The Corolla got great gas mileage and drove very well. It had 46,000+ miles already.The return was quick and final check out done in 7 minutes.

Worst customer call representative

Great staff.

Poor serviceUnder staffed

Very satisfied, excellent customer service. Clear in all the ways 👌

Tracy is awesome!! She is a treat! We were treated very well, offered us cold bottles of water after being in the heat.. her sense of humor made the whole process easy, we went through it with lots of jokes, which we were all relaxed.. the car I saw on line was 2018 Kia Forte, color garnet...I was so happy the car was there! I got lucky!! And bam! I took that baby home!! THANK YOU TRACY! FOR MAKING IT SMOOTH!! P.S.. @ Tracy...Mina is not grumbling.. lol she loved the car!!! Gotta give her kudos for her part! Lol... Thanks Hertz! Ima happy Cali driver!

Amazing is an understatement when it comes to hertz!! From the amazing service which I havent found at any other company, or the unbeatable prices for some of the best cars out there! The service here is impeccable. They really go out of their way to make things convenient for you. They accommodated all my special requests to make things a lot easier for me! Great customer service!! They made the entire process painless.I highly recommend them for renting good looking cars. They have a wide variety of cars and great customer service so you know youll leave happy.

Excellent service! The staff were really courtesy.

Good service! No complaints

Outstanding customer service, the gentleman Carlos Castillo went out of his way to accommodate our family with the right family vehicle. From the Beginning Catlos offered our family with something to drink, took his time and was very patient in showing us the variety of great Hertz vehicle selection, Carlos not just showed us the vehicle selection on their lot but also he searched on other HERTZ lots. Finding the right vehicle for our family road trip vacation. Its rare to find great customer service this days. Thank You HERTZ for great customer service, thank you Carlos. ⭐⭐⭐⭐⭐👍

Nice vehicles. Bit more expensive than competitor - Enterprise. For their prices they should be more aware of their car care details. Wish theyd offer coffee, water while you wait for cars when you need to.

A bit expensive

I made a reservation but when i got in the store, they told me they didn’t have a car for me. I left the store only with a number to call to cancel my reservation. The service was terrible and very unfriendly. Look for another car rental if you want a good service. WORST CAR RENTAL SERVICE I HAVE EVER EXPERIENCED!They didn’t have the car and i had all the work canceling the car rental and i had to call for the insurance company to cancel too.

Great & fast service!!! I rented a car 2 times from this location and never had to wait longer than 5 minutes. Both vehicles were like new, clean, and still had the new car scent. They also felt luxurious with all their upgrade features. I bought insurance for the vehicles each time and returned them without any problems. My only issue with this Hertz is their inconsistent insurance rates. I was offered rates from $19.99, $14.99, and $10.99 per day for similar vehicles. In North Carolina, I was able to get insurance for $9.99 per day, but the vehicle was not as luxurious. I would encourage them to keep a low & consistent cost to keep consumers happy. Thanks for your great service!

Victor and Stanley are my go to guys. Always polite, helpful, efficient. I used to look for the best deal in town but now I don’t waste my time and go straight here. Customer service and a fair rate can’t be beat. See you guys again later today!

Terrible customer service, no professionalism, staff talk, laugh out loud during working hour. No respect to people around the work area. I dont recommend any one to come here.

Bad service the car was not clean the return location only open to noon on Saturday for people traveling on the freeway that is not good.

This place is a total RIP off. I rent a car from them for 27 days and told them there would be chance to bring it earlier than that. Carlos Castillo associate manager told me it should be fine and they would charge me,base on whatever time I keep the car. When bring it back after 17 days they just change the whole thing and charged me daily. Stay away from them and if they say sth make sure you have it written and signed by them.

Great place to buy cheap cars. No haggle pricing and no pressure from the sales reps. Being that the cars were rentals at one point you have to expect some dings, scratches and dirt but make sure to bring someone who can look at the car for you or they also offer the opportunity to bring the car of your choice to a mechanic/autobody shop to look over the car for you. I would highly recommend this.

I have used Alamo for the past year and I can say that they have a vast selection of new, clean quality cars. One of the reasons I choose Hertz is its prices for weekend rentals, also without the hundreds of dollars upfront deposit. I am an Insider and it has its privileges. The automated rental kiosk make it so much easier and there are NO long lines I have to deal with.

Daniel was super helpful and awesome

I wish there had been some education on the fast track routes prior to driving around southern ca. Several roads I drove required transponders but the rental did not have one. This has led to some binds with fees and paying them retroactively. The Hertz process isnt easy to follow in this regard.

Friendly and knowledgeable staff! Waiting time was a bit long but thats because they have two guys running the whole front desk and taking calls, so definitely not their fault.The car was clean and in great condition!

Always great and friendly service. Great rates, Never a long wait and always ready to accommodate if I need to keep rent longer for same rate. Aug update I havent been here in a while and it was nice to be recognized by the friendly staff Samir remembered me and helped get me out the door quickly.

Excellent service with Juan Hernandez...very happy with customer service...Juan helped us.... very professional and of course I really recommend this place to buy your car....

Ray is amazing!!! Such an incredible manager - extremely professional, kind, and helpful; he truly made the experience renting from Hertz Pasadena remarkable and ensured that this will be my new go-to location for car rentals. 👌

This place is of the hook. Staff is amazing and look for every way to make it happen. Just got myself a 2015 Chrysler 300. Runs extremely great. Thanks again for making this happen.

There ok I guess they need to have better customer service.When I called to see if my reservation was ready there were like didn’t u call already. Yeah if I kept calling is because I needed a rental while my car was being repaired. Ray is the name of the person who has an attitude problem over the phone. It seems like he’s always on a rush.

Very impressed by the service at this Hertz location! Ray skillfully handled a very busy waiting room/office and phone, that was continuously ringing, with a calm, friendly, and professional manner. Aaron in the parking lot was also friendly and professional.

Im a first time buyer and was very nervous if it were even possible for me to get financed for a car..Thanks to Jerry Banderas and the staff of Hertz Pasadena they made my experience as painfree as possibleThe financing manager here is the best in the business.. shes very professional and friendly made sure i got my car for the best price!I will highly recommend this place to anyone in need of a car without hesitation

Ive rented a compact car from this location several times over the past few months. The team there is very professional and theyve always accommodated my last-minute rental requests. Will definitely rent from them again.

Reserved a car a week before. Waited 30min and started getting a bad feeling. They made s story first about an oil change that would take only a few minutes. I waited some more and then asked how much more time. It turns out they didn’t have the car and were just stalling me. Told me they were waiting for cars to return. It may be 60 to 90min more. Argh!! Suggest you don’t use them, if you really need a car.

The customer service here is disappointing. Hertz gave me a defective vehicle. When I called the customer service number, they referred me to the local branch of Hertz to swap vehicles. Apparently, my completely valid request could not be accommodated because they supposedly only carry large SUVs.

Limited hours and limited car selection but they have quality cars backed with Hertz corporate service and programs. They can be very busy and therefore slow sometimes. Book online for fastest rentals.

Wonder people. I walked in after i had made a reservation over the phone and was helped by a young man but i do not remember his name. I was helped immediately and was givin a much nicer car for a lower price then i had originally had gotten a estimate on. Wonderfull people and great customer service 5 stars

Worst car rental experience ever.I rented a car through Hertz web site using my credit card and received confirmation email yesterday. Today I contacted my pickup location, Hertz Pasadena to pick the car. Unfortunately I was told that they don’t have any car for me. My reservation is not valid because it was made day before pickup date. However they said that I can pay extra $150 to pick a car. I said no way and called customer service. This is where it got real ugly:First customer service agent answered the phone after 15 minutes wait. Then she said she will call Hertz pickup location manager and resolve the issue. After 30 more minutes she said Hertz is doing me a favor by providing a car in discounted rate. I said “I already paid for a rental and received confirmation. How come asking me to pay extra $150 plus Tax is a favor?”. She said she will transfer me to her manager. Then she disconnected after keeping me on hold for 15 minutes.After spending little over 60 minutes on the phone with first customer service agent, I called the customer service again. After spending another hour on the phone, I was told to file a customer complaint if I’m not happy.Then I was transferred to someone from Hertz US. All previous people sound From India or Some other Asian country. Anyway I was kind of happy that I can talk to someone who can help and may file a complaint. Because at that point my coworker and I were already late for our business meeting because of the rental car issue. But this Hertz lady was anything but helpful. She was rude and had lack of empathy. She said that I should have known that car rental reservation should be made at least 48 hours in advance. I asked where can I find this detail. She said it’s in terms and conditions. Interestingly I already had the terms and conditions open on my laptop. But I couldn’t see anything like she suggested. So I asked “Can you help me find the section where it says reservation should be made at least 48hrs in advance?”. She said “I don’t memorize the huge terms and conditions. You go read it all and find it.”. And she hung up the phone.I decided to call Hertz one more time to make sure they refund the money I already paid when reservation was made. This time I was told that I have pay a fee for not picking the reserved car. I will report this issue to my credit company and ask them to dispute the charge.Never rent car from Hertz again.

Great prizes, excellent customer service.

Victor has the worst customer service over the phone, no patience, & zero consideration. I called to ask them to contact me when the rental is ready because I have a breathing condition and wasnt comfortable waiting in the lobby for an unspecified amount of time as they suggested. He was dismissive, unwilling to listen, & kept cutting me off. If this person is suppose to be the manager, I can only imagine how the rest of the employees are.

The rental was easy, fast, and professional staff. I will definitely rent from this location again.

Price is reasonable and it opens at 7AM for early gettaway car selection seems to be mostly USA brand cars. Mileage is unlimited.

This was my first experience with Hertz, I rent vehicle often, but I had just not had the opportunity to rent from Hertz. I am sad to say it was a bad experience. I don’t often leave any reviews, but I figured I would just relate my experience.The day of the reservation everything was rushed next thing you know I am on my way. That is when I realized how filthy the vehicle was, I guess this part is my fault for not checking before I left, but still how do you give your customer a car that has not even been washed after its last trip. I stopped by the gas station and fill up the gas tank. From a little above ½ a tank it fit another $40. I found this odd since I did not think that the Nissan Quest had that big of a gas Tank. As I was driving home I realized the problem, the gas meter did not work, and to make things worse the Pasadena Hertz is now closed.I called and I was told to go exchange at LAX locationI arrive at LAX and here is when things really got bad, first I was told to drive into the return area and explain what had happened so that is what I did. When I arrived there were a bunch of people with Hertz uniforms which I guess check the cars that come in but I am not sure, I asked one of them that was walking by for some direction and his response was (and I don’t exaggerate when I say he yelled at me) “WAIT YOUR TURN WE WILL EVENTUALLY GET TO YOU.” I still said nothing and waited, eventually a nice woman came by and checked the car in. I explained to her what had happened and she said it happened all the time and not to worry just go inside and they will take care of you.So that is what I did, I walked inside and found a sign that said Customer Service and Vehicle Exchange so I got in that line, I was in that line for about 40 minutes and finally it was my turn. I walk up and as friendly and politely as I could explained the situation to a not so friendly and not so polite person called Gareth.Gareth seemed to be in a bad mood; after I explained the situation he started scolding me because the person that had checked in the quest had not written down the miles or the condition of the quest on the check in slip. He then told me to go outside and find the person and get them to do it, after to stand back in line. Mind you it had been 40 minutes and I was not sure I would be able to find the person, plus why should I stand in line for another 40 minutes because of a mistake they made. I politely explained this to him and he said if I did not do it he could not help me.At this point (still as nicely as I could) I asked him to please consider everything I had just gone through which was not my fault and to please help me. He yelled at me that if I did not like it I should go talk to the manager yelled at me to leave and that he would not help me anymore. I told him I refused to move from the counter and that he should go get the manager. He angrily left his desk for what I thought was to find the manager, he was gone for about 15 minutes.He came back and said that he could not find the person that had checked the car in and that he was getting me a new quest. He tried to tell me that he was not angry at me but the people that did not check the car in correctly. I thought about telling him to get the manager anyway but at this point figured I just wanted to leave with a Mini-van. I was polite for the rest of the exchange and was soon on my way.The whole ordeal of exchanging the vehicle took 3 hours, that to me is not the bad part, mechanical failures happen, the part I don’t understand and feel no customer should have to put up with is getting yelled at on top of being inconvenienced, especially when you are being polite and understanding.I normally rent my vehicles from both SIXT and Enterprise and the customer service is night and day. Those companies I would recommend. Rent from Hertz and you may be ok, but if you need anything from them don’t be surprised if they yell at you.

Very efficient service, car ready on arrival, good car

The staff are friendly didnt have to wait a long time good service.

Truly went above and beyond to make my experience as smooth as possible.

This is the worst hertz rental car station Ive ever been to in my entire life. I exclusively use hertz for business travel but, holy cow, I would rather walk to where Im going than give this hertz money. The line is like going to the DMV, they skip over people who arrived first (I was one of these people), the people are not friendly nor are they staffed appropriately, and, even if you have a reservation, just picking up a car or dropping off a car is an hour long ordeal. I wouldnt use this place if they gave the rental car to me for free.

Easy online reservations. Short wait to pick up carNo problem returning. Great polite knowledgeable staff

Offered me a free upgrade as they didnt have the size of car my company reserved for me. I did not want, asked for what was reserved in my name. Was told I wouldnt be charged extra any any circumstance. Take it or dont was options.In the end they charged me the full upgrade price anyway it turned out in the end. Guess that nice old man behind the counter was faking the nice part. They are slamming customers into the extra expense once they are stranded at the counter.

My past experiences here have been good overall but todays experience was disappointing. I took time to come in on Wednesday to let the office know that Id be coming by on Friday morning to pick up a compact vehicle. My information was taken and I was told that the preliminaries were done.Come today, I arrived this morning around 10:30am and find out that Im not in the queue. To make matters worse, there was higher than normal demand and they ran out of vehicles. Waited about an hour and a half for vehicles to be delivered from LAX. I think there were others who were waiting for 2 hours.The staff were doing the best they could but something really went wrong this morning.

Customer service could be better.

Very professional happy with my experience

They didnt have a car available for my reservation and didnt contact me at my email to warn me beforehand. Really bad service.

Have rented here numerous times and always receive excellent service from the people at the front desk to the lady that drops me off at home even the manager Harrison has made me feel like my business matters and I appreciate that.

They were Unprofessional during the initial conversation to much back and forth.Theyre not an exclusive car lot but they have prices as if they were.

Always great customer service, great cars!

Had the car we needed at a good price. Efficient and friendly.

I made a reservation 1 month in advance and paid a specific amount. When I went to pick up my car, the person at the front desk took my card (a business card with the name of the company printed on it) and went to talk to the manager. When he returned he told me that they did not have the car I selected available and that the only one they had available was one that would cost me 50% more. Given that I was on a business trip with not time to waste, I agreed. I feel like they charged me more just because they know it is a business card. Either way, I will never use their service again. I have rented from other companies with worst reputation which provided much better service.

It was good we did rsvp and they were late, however they made up with a upgrade.

These guys are the best at what they do...satisfyingly the customer!

They are very friendly and helpful always. Love this place 😍

Purchased a Toyota Corolla from the rent to buy program at the Passadena, CA. location. Farhad Makimi was my sales associate. Very smooth transaction with no surprises. Enjoying our new Corolla.

Awesome customer service. Great selection...⭐⭐⭐⭐⭐👍

Their quick and not to bad.

Staff was very nice. I was getting a rental car through an insurance company, and the process was very smooth.

Service sucks. Took the reservation and called to tell you they dont have a car for you. Then they tryied to give me a smaller car when I pay for a full size. Worst rental company.

I got first class treatment and thats what I care about

Their service was good. But their car is not clean and nice as Enteprise.

Presidents club is nice

Staff is excellentJohn sameer April are very friendly I like there service

Hertz dealership great service only thing missing!!! Donuts

Very nice people working there. Got nothing but smiles and fast service

This is my 2nd time renting from Hertz.Service has been ok.When I returned the car on the 2nd rental,the office was full of customers,I was asked if I wanted my receipt emailed to me.Still havent received an email from Saturday return. No WIFI service so I wasnt able to contact Uber for a ride home since this Hertz wouldnt take me home,the manager said it was too far (4.6 miles) I guess they only give you a 2 mile ride) not convient.

Staff are easy to work with and very professional.

The rental car, a VW Passat, was fine, but I had a $45 problem with the gasoline.Signs at the counter warn about the hefty refuel charge if the car is not returned with the gas tank full. When I received the car its gas tank was only 2/8 full, i.e. almost empty.This was then recorded on the pink acceptance form and I was told that the difference would be taken care of when I returned the car. After 10 days and 900 miles, I returned the car with the gas tank full.The rental was $310. I alerted the salesman about the gasoline, but he did not adjust the rental by the $45 gasoline. Instead he offered me a $50 discount on my next rental from Hertz within the next 12 month. Now, one week later, I have not seen any evidence that anything was done to correct the $45 error.The car was pleasant to drive. Without the error I would have given Hertz an excellent rating.

Excellent customer service. Great range of cars to choose from.

Never trust this junk gang! They gave me a reservation number but can not provide a pick-up truck!!!

Samir is awesome guy.. Sorry if i spelled that wrong

Team in East Colorado branch are always very helpful even when the place is packed towards the end of every day. Thank you to them all for helping me get a rental.

The absolute BEST customer service and car rental experience Ive ever had. THANK YOU, HERTZ!!!

The workers here were professional and fast with handling things

Does not carry Lexus, BMW, or Mercedes. Poor communication amongst other Hertz locations. Unlike Enterprise, they dont offer mid-rental car wash/vacuum.

Best in car rental

Seriously.. train your people.. its like pulling teeth to get a rental car..

Terrible service and such a long wait

Thanks Hertz for amazing service!