Not a great experience. I understand there is a global chip shortage, and cars are scarce, but rough experience. Staff check us in; we reserved an suv, they showed us a Subaru Outback. While this has great cargo capacity, it is a station wagon, not an suv. Once we agreed to the station wagon, and after check out, they then stated the car had actually be sold. They then offered a filthy Nissan rogue. They offered to get it washed, but at this point we had waited 45 min already, and needed to get to the airport. We went right at opening in an effort to avoid these types of issues. The area is a bit rough as well; multiple homeless people approached us and the cars as we awaited delivery. Staff member said they would do a whip down of the rogue. He is then drove up the vehicle, and exclaimed it has been sanitized. Unfortunately, he was driving the car without a mask on. So no point in the sanitizing. Other team members wore their mask around their chin indoors. The car itself was in rough shape.

Outstanding service, check in took 5 mins, car was right in the parking lot ready to go, immaculate

I had a superb experience renting a car from this location. Excellent service, kind and knowledgeable staff, they went above and beyond to make it an easy and excellent experience. Thank you!

Hertz people are great!! My number one car rental😁👍

Steve the manager did his best to find the optimal car for me. I ordered through a 3rd party that apparently is out of sync with actual inventory at location. I paid a reasonable upgrade and got a great vehicle thanks to Steves quick thinking. Steve was professional and kind.

How do I sum up this... very laid back staff. Great marketing skills. Stay away.

I had a reservation at this branch and due to traffic, called to let them know that I was running about 30 minutes late. The woman I spoke to, Mirabel, bluntly informed me that they would not have a car for me if I showed up, stating that a reservation guarantees a rate not a car. What type of rental car agency doesnt guarantee a car with a reservation? I will never rent from Hertz again let alone this branch. Terrible customer service and very apathetic.

Stay away from this place! Everyone who’s given negative reviews is absolutely right. I received a call from Jose who’s the branch manager, telling me that they didn’t have any cars available. I had this reservation made two weeks in advance already paid for and he called me two hours before to let me know there were no cars. He was rude and unprofessional and I find it ridiculous that he’s still there. Se pasan de verga.

I was charged a $350 cleaning fee for pet hair and I dont even have a pet. They were very unprofessional and the vehicle smelled like smoke.

Made a reservation as a Gold Member. Took an Uber down to find out they had no cars even to rent

My latest experience was not very good. I reserved a luxury sedan (Chrysler 300). I arrived late to pick it up. They do not offer shuttle service anymore. When I arrived they said they did not have anymore cars in the category that had reserved. I asked what they dud have. They said a Chrysler 300. I asked isnt that what I had reserved. The man then says yes. I say great lets do it. The car was given to me completely on empty, it had pet hair all over the interior, it also had some pretty major fender damage. I decided not to complain. I needed the car and at $42 per day, cant complain. But here is the biggest problem, when I reviewed my credit card statement and the final receipt they charged me for gas, and they charged me at a rate of $76 per day. I have tried numerous times to resolve this issue with the office where I rented, but either get put on hold and forgotten about or no one answers. I have tried calling customer service but every time hear an automated message stating that they are closed. I do not recommend Hertz unless you like getting ripped off.

Rude staff and scammed my elderly dad. They didn’t provide the reserved car and charged him extra! Nope!

Moved by Burger King. Normal car rental business. You know what to expect if youve ever rented from a neighborhood location.

The Hertz Agent thst assisted me was very very rude, abrupt, discourteous, and had no customer service skills. I had arrived at Hertz shortly after leaving my dentist office, my face was still numb, I lowered one side of my mask to address my oral hygiene. As I was turning around towards the counter he started yelling at me that I needed to put my mask on, that I was pitting him at risk of catching COVID. When he was yelling at me I could could barely make out what he was saying from behind the large protective barrier. When I realized what he was saying I attempted to apologize, and to explain that Id just lowered it, and that I had every intention to raise it. He then threw my license and debit card back across the counter as to refuse me service. Not only did I walk into your facility wearing a mask I also had a protective shield. I was enraged and humiliated to say the least, so was another consumer that was patronizing your establishment.I an not only a personal consumer of Hertz, but a consumer through my auto insurance AAA. This was the worst kind of service, treatment, and customer service that Ive ever experience.Concerned Consumer

Friendly and super-helpful folks in San Rafael! I’ve rented hundreds of times across the US with all the major companies and from my first visit here several years ago to my latest rental just last week, I’ve seen the team here go out of their way to treat everyone with urgency and respect. Keep up the great work!

Horrible experience. Unprofessional. Not polite at all. we had a minimus issue with the reservation online previously made and they didnt even try to help me put. What do you want me to do? You cant rent a car with an invalid U.S. driver licenseWow THANK YOU FOR NOTHING STEVE (manager)Anyways its not the first time I rent here and I get these kinds of answers but I was always giving them a second chance. Luckily I found out that just 400 meters away there is Enterprise Amazing service, and even cheaper!!!!Dont waste your time in hertz!

The manager Jose Cruz was not polite. He looks so stressed out that doesn’t have costumer service. Not even a nice way to treat costumers.If he can be removed just do it.He treat us so bad even though we had an appointment to rent a car.Anyways we don’t have so many options to rent a car after a car accidentI felt humiliated after his treat .He said to me : get out of my business.The Insurence sent us here but I made the call so the information was under my name. My husband went inside and he was asking for help and they were so stressed out.Bad service don’t come to this branch.

Very rude agents, I can’t believe it

Appalled at their lack of concern about the Pandemic and how they do nothing to increase sanitation or safety of their rentals. They were so rude when I voiced my concern about them picking me up and having to be less than six feet from a driver I didn’t know, and were so rude when I asked about their cleaning policies. I was just being polite and trying to take precautions to keep them and myself safe and healthy. It was unbelievable.

My husband went to pick up a van that was provided by our insurance because our van was crashed but the person who attends this agency was so rude, these types of people should not be in the service of the client, we never returned to this place and we do not recommend it.

Most of the people at this location are very helpful and able when assisting customers.

Returned car via VW dealership last Thursday which HTZ kindly said was OK. Talked to them twice. Checked in car by phone. Still no receipt. Have called several times.

Super helpful and friendly Hertz location. Only downside is that the parking lot is very small and can be hectic. Pretty sure this bothers the folks at Hertz as much as the customers. Definitely not Hertzs fault and dealing with parking is also definitely worth it when renting from this great location.

Do not go here! I will never come back. I am trying to save your from much irritation. They tried to give me a dirty vehicle inside and out. The woman tried to normalize it, implying they do this all the time. The SUV looked like it had gone in a mild off roading adventure with mud inside in the floors and mud outside. And it’d be 30-45 minutes for them to clean it. This is after a ridiculously unnecessary initial wait where the woman answered phone calls and left me standing in the middle of the otherwise empty room for 20 minutes. Unbelievable.

Ive been using this HLE for over a year and over many occasions. Staff is very helpful and flexible. Any problem caused by central reservations, they fixed for me. I also noticed them helping others who are not so familiar w car rental ins-and-outs going beyond the call providing economical solutions when they can. Very great to see. Thanks for the great service.

Other than always being understaffed, we love renting from Hertz. They are the only car rental company that allows us to drive their cars cross-country. We have never had any problems or issues with any aspect of our rental experience, from online reservations, desk agents, the quality of the rental cars, or the ease of returning the car. I would have given 5 stars, but there is always at least a 15-20 minute wait, regardless of prior reservations being made, to pick up our rental car. If Hertz can resolve that issue, they would earn a 5-star rating from us! Otherwise, they are doing a great job!

These guys were fantastic !! I was having a super rough week running way behind schedule and showed up several hours late to pick up the car. The gentlemen that greeted me at the counter were amazing. Knowing that I was in a hurry, they were remarkably fast getting me checked in and on the road. I really appreciated the important information they gave me on the insurance options without spending a lot of time trying to sell me a bunch of things I didnt need, which is something I go through at every other car rental place. When I returned the car they impressed me even more. While I had made up some time I was still running a little behind and returned the car almost an hour late. I was fully expecting a late return fee and a little scolding to boot, but instead I was told all was forgiven by the handsome man (with a devilish glint in his eye). They had me checked out faster then I was checked in. The next time I need to rent a car this is my spot. I so appreciated the kind, quick service, with just the right amount of comic relief, that made my week just a little bit easier. Thanks guys.

Very responsive and helpful staff. Gina was outstanding in giving me all the information I needed to make decisions and she made the entire transaction stress free.

Had reservations for economy car, was told there were none available and forced to accept a SUV with a higher insurance cost and worse mileage. Would not recommend renting from Hertz.

Don’t ever rent a car from here. Absolute incompetence. Booked car for 9 am and it’s still not ready at 11 am. Better off going all the way to the airport.

Very friendly people and the best price I could find anywhere! They even dropped me off at the ferry when I returned the car so I didnt have to walk wot with my heavy camping pack. If you have the time I highly recommended going here to rent instead of in San Francisco. I probably saved 200 dollars this way.

The customer service has been excellent here for a long time. Even at their busiest I have seen them manage the waiting customers so well that everyone was made to feel valued. The best place to rent cars from in Marin County.

Charged me almost $300 for insurance when I already had rental coverage through my normal insurance and when I went back to get it refunded they went though my stuff during the inspection!! I get that they have to make sure I didnt damage anything while I had it, but that was such an uncalled for invasion of privacy!!!! Gina was nice at first but quickly because insanely rude. And when I called to ask when Id get my refund, they said they couldnt help because they were with a customer. Am I not a customer as well???

I rented vehicles from Hertz on both of my recent cross-country road trips. Hertz made the rental (and return) process fast and easy - and, the vehicles were perfect for my needs. Thanks Hertz - your service has made me a loyal customer!

Last time I rented a car they over charged me, I try to talk to them and they didnt solve my problem. They treated me rude, and didnt even know why that was charged from my card. I called them again today and this lady, probably in a good position couldve treated me well but no, she treated rude again and didnt care about my situation. RUDE, they should know better how to treat their clients.

Miserable.Prepaid booking. Two cars available. One in the body shop and one needing an oil change. After waiting an hour to get a car while the front desk was often unmanned with phones ringing off the hook they gave me a car with 3/8 of a tank. I asked for a full tank. Waited another half hour and was told there was no driver to get my gas. They never had the intelligence to tell me that so I could spend 5 minutes getting my own fill-up and be on the road. Upon our return we cleaned out out the car at home and found a jar of pot in the glove box. Lucky we didnt get pulled over on Federal property. They took the pot and I asked for a refund. The manager had to call his boss twice and finally agreed and told me it would be credited to my account within 5-7 business days. No surprise; no refund ever appeared. Do yourself a favor. Enterprise is just a few blocks away. Theyre always good. If youre thinking of trying Hertz like I did....dont.

I just returned a car to this Hertz San Rafael location after renting for 30 days. The excellent customer service provided by Brendan Clifford convinced me to book two more upcoming longterm car rentals from Hertzs San Rafael office. If you plan to rent from Hertz, do yourself a favor and join Hertz Gold Plus Rewards to receive fabulous benefits such as frequent flyer miles. Unlike some other car rental agencies, Hertz does not have any restrictions regarding driving the rental car to states outside California.

Excellent customer service

Steve and Mike worked their magic and got me the car I wanted at a great rate. If you want an affordable rental from professional friendly folks go to Hertz on Bellam Blvd in San Rafael, they are the best!

Have used Hertz for years!Weather using 800 # to reserve or local office, staff they have always been professional and friendly to work with.They have picked me up and even taken me home.Have always had A+ service.

Steve is AMAZING!! always knows what type of upgrade I like ! manger is always so nice and everyone else, welcoming, this hertz location amazing

Today I went to this location with the idea of renting a SUV for a trip, as I drove into the parking lot I was amazed at the employee’s attitude standing there when I asked him where I could park, once parked I walked in to the office and the lady at the desk was with a customer, I waited for my turn as any other customer would. When my turn came up she asked to wait a moment saying she had a call to take care of, I waited. When she hang up the phone she looked at the customer that came in after me and called him up to the counter., now I can’t figure out what pushed her to do that, I know I’m a Hispanic and had my working uniform on and the customer behind was caucasian., could this lady be racist? Or getting paid $2 an hour and just doesnt care about respect for others? So I just decided to walk out and went back to my work place, where I called in and asked for availability on a SUV, this time was a male representative who answer the phone and before even getting my dates for rental he just said “NONE AVAILABLE” I said to myself these people must be getting paid $2 an hour and just don’t care about making money for their company., I walked over to enterprise on Medway and WOW!! They made feel as if I was the owner of the company!! Respectful, knowledgeable and friendly guys there!! Kudos enterprise rental! Hertz get ready of these poor souls who simple don’t care about service, respect and making you money!

Wanna s car...then this is a place to go....THOUGH THERE IS A CHEAPER N LESSS COMPLICATED PLACE ON BELLAM ST BEHIND CARWASH N NEXT TO USED CAR DEALER...THEY HAVE SMALL OFFICE THERE...I THINK 25 BUCKS A DAY....DONT TAKE ADVANTAGE OF THEM ...NICE PEOPLE

I am a regular customer because of Steve. He is not only funny, but efficent. He knows me by name and always does his best to get me the best rate.This morning, he was the reason I was able to make it to work ontime. He understood that I was behind schedule, and he expedited the process. I made it to work ontime because of Steve.

Horrible customer service, hidden fees with no explanation. Stay Away!

Collection was fast and straightforward, car was great, no unexpected charges.

Rented for two years with them for 1 month both years. When we arrived they said because it was graduation weekend they didnt have a ca. I had rented months ahead and that was our third year. I said get a car from another location. They said there wasnt one. My husband is handicapped and we are in our 70s . Still no help. Never again.

This was not my typical Hertz experience. The staff were not focused on their job. We all waited and watched as staff joked with one customer then they took phone calls and answered questions that could have been answered by calling the Hertz national 800 number. We were not acknowledged as we waited. There were 3 groups waiting. Too bad.

Extremely negative experience. I was made to fill as though i was imposing on them. The vehicles were there, however it is obvious customer service is not a priority

Rude staff

I have been renting from this location for years now and for a while I needed to rent at least once every month or every other month and all were great experiences. As busy as they get, I always feel taken care of and any questions or concerns I have are answered.

I had a very pleasent experience .. it was my first time renting .. Staff was very friendly and helpful ..I was asking so many questions .. I was there around till 5:30 pm on Friday the 12th .. gentleman was on duty that Friday very professional and really helpful ! Will recommend to anyone this place., I had a good travel and safely returnedThank you very much ! #Herts in San Rafeal

They did a nice job in a timely fashion

Helpful staff, and some pretty good deals. Bit of a pain to get to though.

Look carefully its in shopping center by Payless shoes and Subway.

Always try their best.

Place was run down and the staff was very rude. It was as if they did not wont to work there.

Awesome friendly service

Unfriendly and not helpull at all! We booked our car for 6pm and arrived 5.59pm and they looked at in front of our eyes and couldnt get our car!

Great staff, professional and quick service.

Counter people nice enough, but Ive been in line for 15 minutes just trying to return a car, and I am guessing by the looks of it Ill be here another 10-15.

Staff. Friendly, helpful& efficient .

Terribly slow, felt like its 1980. Why should renting a car (reserved in advance) take more than 3 minutes?

24/7 my @ss, needed a car past 7pm and went there to find a letter that says they close at 6...

Worst customer service Ever. Go somewhere else!!

Great as always.

Rent a car...ok

This place has moved

Very long waits

Great customer service

Great service. Although the staff of some sites sometimes leaves a lot to be desired as it seems that they do things unwillingly and ignore the services that can be offered and the vehicles they have