Stay away! Their service is hands down pathetic. It wasn’t even that we ordered a van and got here and there was no van, but how bity they were and rude. I talked to the manager and she tried to excuse the tellers behavior, but I expressed that their service is horrible, I won’t be back, but expect others to feel as I do if they continue testing their customers like second class citizens. Go somewhere else! You’ll thank me later 👍

Its been in business for a long time for a reason must be the service

Extremely poor customer service. Rachel was very rude and states she is the manager, But was unwilling to be even civil let alone help rectify this situation. Was sent an address upon reservation which turned out to be the wrong address and since we are a little late picking up the car she rented it to someone else. Furthermore she would not rent as any other car and basically laughed in my face about it

FYI if you are late for a reservation by over an hour HERTZ (at this location) will drop your reservation even if the vehicle is on site.This happened to me, regardless of the fact that I was supposed to rent for 3 days.Rather than try and rectify the situation, or even look up another vehicle, I was told off by the staff. They didnt even offer to find a resolution to the situation they put me in. I was given multiple metaphors about doctors and restaurant reservations.The van I intended to rent sat in the lot as I drove away.

John, Chris, and Rachel made my whole experience renting a car as pleasant as possible. Thank you so much!

TERRIBLE location. The manager Rachel was verbally abusive to us, and refused to honor our reservation. Had my wife in tears, Refused to honor our reservation. In my entire life, after 80 countries, Ive never experienced someone in customer service so abusive, mean, and disrespectful. If anyone from Hertz is reading this - You have a MAJOR liability on your hands with Rachel, I cant even imagine how she treats her employees if this is how she treats her customers.

So I booked one of the larger vehicles for my move at this location thru Priceline.. The website didnt mention it either, but turns out i needed a form of payment i dont have to rent it, so I couldnt get it and they didnt seem much concerned or apologetic that nothing was available... I spent the $on an uber to get here so i lost an hour when I needed to be on the road already...

The worst customer service! Reserved a car online. Upon pick up I was told they did not have any cars available. With booking confirmation number in hand I was told there was a flaw in the system and they did not have my reservation. That it was my responsibility to have called and confirmed they had received my reservation ? My question to the representative was “how am I supposed to know there is a flaw on your system?” Her response was “like I said I do not have any cars!” Basically telling me to get out I can’t help you!

We had picked up the car from Hertz SFO and used it in and around the Bay area and returned it to Rachel at the Santa Rosa avenue Hertz location. Rainy when we got there and she was a ray of sunshine. Very helpful understood right away that we got the vehicle with a few light scratches didnt need to show her the pictures or pre-trip inspection.She said she understood perfectly. Rachel made returning the rental a much more enjoyable experience. Wish every experience was as easy breezy as this one. Thank you Rachel we will be back.

Spoke with Jose Cruz the manager. We were here to pick up a rent2buy car. The car he gave wasn’t cleaned (car washed). It had a lot of scratches on it. We never got a call to pick it up (even thought the email states they will call you to pick up). After we rejected the car he refused to help us. He then walked away doing other things even though we were the only customers here).

Horrid customer service, poor attitudes, I’m not sure how a company would allow this behavior. They need to set up a secret shopper to see how the employees behave here. Extremely condescending and unhelpful. They need to do better.

Great car selection and friendly people great experience all around

The staff was extremely helpful and understanding.

Hertz online said they were vehicles available that were not. Staff informed me when ur renting same day u must call the office to see if what they have matches what the website says and most of the time it does not according to staff. Also if ur renting days in advance then bank card is fine. BUT if you are trying to rent same day then a bank card and major credit card is required. This rental agency is a little more tricky than enterprise and hertz. They seem to have cheaper rates but harder eligibility. Ive never been able to rent from them.but Ive rented from Smiths twice and enterprise 3 times . If they could make things a little easier they would bring in more money. I beleive they also have very limited options as they get booked fast as well. So do your research a rent a car at least a week on advance, its less stressful amd u will have better options. Especially with hertz, good deals online.

The drop off for the vehicle was so easy!

Rented a vehicle from the airport site. There IS no airport site. Cost an additional $60 in fees to get back and forth from airport. Employees could not have cared less. Received a car literally covered in scratches. “That happens” was their response. NEVER again.

These other poor reviews are so outdated! I had an exemplary experience at this Hertz location, namely thanks to Jose! Like many, I was in need of a rental car in a pinch, after a stressful day and I needed a way to get to work the next day. I walked in without a reservation only 30 min before they closed hoping to rent a car that day. Jose immediately helped me and kindly said I was in luck because they had one Chevy car left that was not reserved for the following day. I used my AAA insurance and got an awesome deal on the car. Jose even went out of his way to make sure that I was getting every discount he could find. Within 5 minutes he went outside to take photos of the car for insurance, I figured he was taking a moment to do another task because he was not taking photos of the car he said was available. Minutes later I find out that WAS my car and that he gave me a complimentary upgrade to an awesome v8 Chrysler! Jose’s awesome customer service really put a smile on my face at the end of a bad day. Now I have a fun car to drive all weekend! I will definitely come back here next time I need to rent a car. Thanks guys!

Very, very good

The day before of a very important trip involving lots of money and lots of people, they call me from this location to say they dont have my van! Or any other solution for me!Always substandard services.Bye and never again.M

Love coming here. I always see Jose. Hes always very nice and friendly. I feel very acquainted with him. I rent frequently and I am very happy with the service.

I visit this location to pick up a rental car as mine was being taken in to get body work done on my vehicle. Very friendly people. Great customer service.

I had a great experience with these guys. I got a rental through them covered by insurance while my car was being worked on and they gave me a nice brand new Camry, they were on top of dealing with insurance to make sure it was covered, and their prices are reasonable. No complaints about Hertz Santa Rosa!

I had to get a rental car while my car was getting repaired at a nearby auto body shop and Hertz was where my reservation was supposed to be. Needless to say my insurance company failed to make me a reservation, but Rachel at Hertz took care of me. Rachel was very friendly, professional and knew what she was doing! I definitely recommend Hertz.

They tried to charge me $250 because the car needed to be vacuumed due to some dog hair. Are you kidding me?? I ended up vacuuming it myself at a car wash even though I could see they had a vacuum right outside their office door. This place is not to be trusted.

Not a huge selection

I had an appointment to pick up a car at 2:30. I attempted to call several times between 2pm-3:30 to confirm that my car was ready, but no one answered. When Jose finally answered at 3:30pm, not only did he say they gave my car to someone else b/c I wasnt there and didnt call, but he was really rude about it. I told him I was trying to call for the last 90 minutes, but he couldnt care less, and told me it was my fault. This guys was a total a@$hole, and Im not coming back to this place again.

Small, intimated only few people there... takes all over pictures of the rental cars before you leave

Well Id hope you all had a better experience then me. I choose not to go here again. They put me In A dirty car, of which I asked nicely if they could tidy it up before I left. They did a quick wipe down but I was still uncomfortable with covid and all. So I got it lysol wiped the car down, only to find lettuce from the prior customer. Soo gross. If you want a clean car dont go here. If you cant avoid going to Hertz beware of rude employees( racheals a little snappy) horrible customer service. Not sure why she has a job still but anyhow. I suggest you give your business to someone else.

Was told things on phone that were wrong or employee was not knowledge. Car was good. 2nd employee who helped me was fine.

So, you show up to pick up your car after booking online and having a confirm # and you are told that “they don’t know our inventory and we have no car for you”. I have a confirmation number. Blank stares. Lovely. Avis has cars. Call them.

I walk in there, expecting to be HELP, they told me all cars are rented and I needed to call other hertz around my area. While the employees stood around occupied our PHONES! NO! HELP at all! Customer service NONE! I RATE them 0 ZERO thanks for nothing!

Very friendly, nice building. Was nice that they will pick you up and drop you off if needed. They seem to have a whole staff dedicated to such. No hassle, very easy.

Disgusting! I have a car that is dirty inside and outside. This is the ONLY car? The reservation was made by my insurance while my car is being repaired. The ONLY car they have is more dented than the one I am having repaired.This is horrid.

Riley was rude to me when I called yesterday about a rental car provided through AAA insurance that I have to get due to my car being totaled a few nights ago when I was in a 50+ mph t-bone collision. My insurance company works with Hertz and this experience is the first time working with Hertz and i am not impressed. Im not sure how other locations are, but if this is standard Ill stick to ACE when possible. Today I got there and was rudely informed by Riley that my appointment was for 1pm. Ladt night on the phone he told me after noon and when I asked so 12:01 or like 3:30? Trying to figure everything out he said he didnt understand my question. No official appointment time was set last night so I was confused today as to why he decided to make my appointment for 1pm and not tell me. Fast forward to today. Riley would not answer my questions and since I was recently in a horrible car accident that i am lucky to walk away from. All I wanted to know was when the car I was renting had last been serviced since the brakes appeared to be worn down and the car was a safety concern to me. Riley rudely said its a new car it has 5k miles not really an answer. After being pressed he told me that it had never been serviced since it was purchased. The car has 5500 miles and heavy use cars should be serviced by 3k miles and lesser used cars at 5k so either way it was past due. He told me that Im wrong. And refused to work with me regarding the issue. I think his manager needs to be aware if the car safety issue which I doubt Riley will mention to anyone. Ill be speaking with my insurance company so I can either go to a different location or a different company, but now its 2 days without a car that I was supposed to receive yesterday and hopefully tomorrow i will have a car unfortunately it wont be from the Santa Rosa location which is incredibly inconvient but I cant work with Riley and I question the safety of all the cars on the lot.

Momma rat decided to nest in our car AC system and we had a road trip planned. My insurance company arrange a rental with them; they matched our car type and gave us unlimited mileage. No hassles at all

I love this place. Its the only store I rent cars from. If you have AAA then you get a great deal. If not, you still get unlimited miles. Michelle is by far my favorite agent there. She rocks!

They were horrible I made a reservation over a week ago for a full size vehicle. The day of they said there was no reservation made and they only had one compact car left. They promised to switch my car out the same day and never called back. When I called them they said I was number 44 on a waiting list for another car. When I tried speaking to the store manager about it he was extremely rude and refused to let me talk and said there is nothing he can do about it. When I called corporate to let them know the situation they said all they can do is give me a gift card for my next visit.

We had a reservation for Noon on a Saturday that we had booked about a month prior on the Hertz website. Upon arrival to pick up our car, we found out that the location was closed. Problem number 1: The website allowed us to reserve a car during closed hours and did not inform us. We were able to talk to an employee at this location who told us there was nothing they could do because the system could no longer make any transactions. He suggested that we go to the Santa Rosa Airport location. When we got to the Santa Rosa Airport location, the woman working at the desk was not able to honor our original price and told us to rent the car and try to talk to the manager at the other location when we returned the car to see if we could get the price adjusted. We also tried calling the customer service number listed on the website, but that was of little use. This brings me to problem number 2: There was no one working that day at any location that had adequate authority to properly solve our problem. I do not feel like gambling over $100 on a hope that our price would be matched upon return.In sum, my problems are as follows: Hertz allowed us to rent a car during closed hours and did not inform us and there was no one working that had the proper credentials to help our situation. I am extremely disappointed and upset because we had to pay more money and had our time wasted trying to fix this issue. I will not be renting from Hertz again.

Worst customer service especially with this guy “ Reilly”who is supposedly a manager! This place is horrible they need to retrain the whole staff on customer service! Don’t ever rent a car here!!!

Provided an excellent vehicle while mine was in the shop for an extended period.

They always help me out, be patient people JJ has your back!

The car and ride was great with no problems. Got great gas mileage. Pick up and drop off no hassle. Also, great price for 11 days.

Its the only place a rent from. Staff is always nice, they make everything fluid, theyre friendly funny! Thank you Jose!!

Ive rented from this location a few times and Ive received stellar service every time. Special shout out to Riley for going above and beyond to help even when he was handling multiple other issues at the same time.

Terrible experience renting from Hertz in Santa Rosa! Long wait at counter, messy and unwelcoming office, and most importantly, lousy customer service. No mention at time of rental of the option to pre-pay for gas (at a lower rate than in town), which would have been an obvious yes - instead, returned car 7 gallons short and they charged me $69! Nearly $10 a gallon! Which was not pointed out at time of rental either, though after complaining to them, I was reminded that it says so on the wall. If you want to feel like a valued customer and not trash, go to Enterprise, which is just down the street and offers a much more professional experience replete with solid customer service.

I called to the Santa Rosa location to get more details about the pick up and drop off of the rental car service and the agent was rude. He was not happy to answer my questions after just one minute on the phone and asked me: Are you going to rent the car or not because I have another person waiting on the other line?”I told him that I needed more details before I decided to rent the car but unfortunately he didn’t want to be bother.Such a bad customer service by phone at Santa Rosa Location.

The rental car industry is a Tough industy to be a part of already. But our experience at Hertz was not good at all! The gentleman helping us was polite enough, but the process was tedious very long and needlessly over detailed.

I get cars from Hertz all the time! Great people they know how to make you feel right at home!!

Horrible! For the second time in three months, this company failed to honor the reservation made on line, did not have a car for us. Never renting from Hertz or Priceline again.

I received a $40 charge from hertz toll for passing the golden gate bridge after one week after I turned in my rental. Not once they asked me if I was going to use the golden gate bridge. I would of been helpfull if they could informed their customers that there would be a processing fee. My toll was 15$ for two trips across the bridge and 25$ for the processing fee. Be aware of this inconvenience.

We booked a car 3 months in advance, showed up at the time of our reservation, and they were closed. When we called they offered us a car the next day, across town for hundreds of dollars more. Definitely the worst experience Ive ever had with an incompetent business.

Very friendly staff. Fast service. Reasonable price. Too bad they didnt have the car I wanted.

Very nice guys who were so helpful.

Would prefer to give 0 stars but not an option. We rented a car from them because at the time they were the only ones who would take our debit card for payment. we had the car for nearly a month and the last 2 weeks is what has me so livid. we were in Sacramento on business and the car was broken into as a result the drivers side window was broken. We made a police report and attempted to trade the car in at the local location BECAUSE IT WAS RAINING CONSTANTLY !!! We were told that the contract we were in ended on the 19th and we were past due. This was immediately after we had given Hertz permission to take $550 out of our account and they had removed said money. in total hertz has taken $2500 from our account and they say its $1900. i can pull up the statement showing exactly what was paid and i informed them and asked if i can email or call my bank on a three-way call but they said there was nothing they could do. instead of saying they were at fault due to a computer glitch or whatever they were horribly rude and treated us like we were beneath them. Worst customer service ever and i will only use them to use the reward points i have earned otherwise never again.

I have been a loyal Hertz customer for 15 years. They haventet me down yet.

Professional staff, quick service, great service.

Not against all Hertz, but I dealt with the Manager Associate Riley at this location who had the worst customer service EVER! He was rude and disrespectful the minute I started speaking to him. Sorry for those that work with him and Hertz that might get a bad rapport from him alone.

Rented from this location for about 16 months straight. They were always clear on rental rules and ALWAYS mentioned the GG Bridge tolls. Even if they didnt mention the bridge, do you think it becomes free, just because youre renting a car? Seems like a nonsensical thing to complain about. The fact bridge tolls were added to the rental was actually a convenience, not a problem.

Amazing customer service and a clean inviting location. Just make sure you call a day or two ahead

This is the first time I have ever written a review. The service we received was so unacceptable I felt it needed sharing. The employee answering my questions did not know the answers, that is fine; however, the fact he just lied to cover up that he did not know was not acceptable. Furthermore, the third day into the trip it rained and the wipers did not work even a little bit. It created a much bigger safety issue than just turning them off which shows the wipers had not been working for a while. Also, when we started driving in an unknown town/state, the gas tank was practically empty. The employees were not helpful or polite. I would not recommend using this facility. The Hertz at the airport is much better.

Friendly staff, quick service and the Mustang was a blast to drive.

They were really great and easy to get along with and get a car from.

Great guys work there awesome deals

Rented a car for a weeklong trip to Tahoe. The online reservation was easy, the AAA discount was correctly appllied. The checkout process and the return process were both completely painless.The car was nice and clean and ran well without troubles during the trip

Two quick issues I had with my experience.1) I received a $32 toll charge from Hertz a month after my rental for going over the Golden Gate bridge. I was never asked or informed by a Hertz representative during my checkout process if a) I would be traveling over the Golden Gate Bridge or b) what would happen if I did travel over the bridge. Know I now, now you know, and if you try to take it up with this Hertz location, good luck.2) Ive never rented a car where Ive had to fill up the gas tank after pulling out of their parking lot. The car I rented was 3/8 full - which is a real pain when you try to return it at the same fuel level.Simple things. Minor things. Things that every rental car company should inherently do as part of their process, but failed to do in my experience.

These guys are pretty good. Lisa is always respectable and professional. For the people talking about the bridge tolls they always mention them to me, and next to signing pad there is a flyer explaining to toll booth charges, and its also in our invoice. I think giving them 1 star because the customer is oblivious to what he or she signs is outrages. I would like to add I rent from this place about twice a month.Word of warning to everyone be there with time. Dont think it will be fast like mcdonalds you arent buying a happy meal you are renting a $10,000 piece of equipment.

Two times I haved used this company and two times satisfied. Thats 100% satisfaction from me. No complaints. Ill be back.

Worst guest service.....person who helped us had attitude. Will never go back to this place even if I get cheap deal.

Do not trust them with your credit card they will bill your card wrong. out their mouth comes one thing. . Do not trust them. I give no star

Great service, great price. Car was ready and off we went. YipppeeThanks guys.

The lady that help us was nice friendly and efficient the car was clean, and we were in and out in less than 10 Minutes . the only thing that could be improved IMOP would be paying the toll on the Golden Gate Bridge if we could pre pay at the counter they would get the 5th star.

Good Service, The only factor that I dont understand is that I wanted to rent another vechicle in two weeks and the price had doubled.

Weve rented from here 4 times and theyve been late with the vehicles all but once. Every other Hertz location (over 20 last year) Ive used has their act together, just not this one.

Quick service.

This company is getting away with robbery. I was overercharged $550 for a cleaning fee all this being after I had already gotten insurance. The employees wouldnt give me a receipt and hung up on me 3 times when I called and asked to speak to a manager. Horrible customer service and a horrible business model. No wonder they are going belly up

Worst place to go... slow service and worst customer service

Booked a car over the phone, over week in advance. Day of, the pick up service was over 20 mins late. We arrived at SR. Ave location, they had only one person working the front desk, dealing with previously booked and walk-ins, and answering phones. To the ladys credit, she was curteous, and tried to move people through quickly -while several other employees could be heard out of sight joking around and not working. We had to wait over an hour to check in, and about 45 mins to actually receive our rental. Despite specifically requesting a particular model -twice and in advance- we were offered a different car, without any apologies. This cars brakes and steering were hyper-sensative, and the gas peddle had to be pushed harder than normally necessary, it drove like an old junker that had been ridden hard. It was a balancing act of correcting/ floating from left to right -given the terrible steering, and readjusting due to the gas and brakes. We have rented vehicles before, and never had such a bad experience.This car made our trip way more stressful than it needed to be. We arranged to return this car to the S.R. Airport Hertz instead ( as it is open later than the S.R. Ave location), upon returning our rental, we discovered that the Return Parking Lot was quite a ways away from the Check In counter; none of this information was given to us when we called for directions. While trying to walk from the lot to the airport main building, a member of my family had a medical episode, I called the Hertz desk to ask if my family member could get some help, a wheelchair, etc. and the woman running the Hertz desk blew me off and said she couldnt do anything. I finally found a gentleman who worked for a different car rental company and he showed me where to find a wheelchair to use. The Hertz employee was annoyed that I had so many questions, that I asked for assistance finding a cab (-as we had been incorrectly informed that a ride home was included)and seemed to be irritated just having to due her job in general. If I hadnt been so stressed out and exhausted, I would have asked to speak to a manager. For the record, the woman who runs the front desk at the S.R. Ave location deserves a raise, and some stock options for being left to deal with a constantly rotating room full of irritated renters and managing to not taking it out on anyone. And the woman running the desk at the S.R. Airport location should be given training in how to politely hide ones disdain for humanity while in the work place, and then be fired. I will NEVER rent from Hertz again, nor will I ever recommend them. I see now why Enterprise is so popular, despite how much more expensive they are. I would rather walk across the state again than ever go through this rental experience again. Having to give ANY stars just to post my review is ridiculous. If there was a lower rating possible than no stars, I would select it.

THE WORST SERVICE EVER WITH THE WORST ATTITUDE.Today, Tuesday 28, 2016 me and my daughter visited the Hertz rental company located at 3155 Santa Rosa Av in Santa Rosa Ca and ask them for a full size car, to which they said no problem.also they ask for a major credit card and to our misfortune my daughter forgot the card at home so we had to go back home for the credit card because they wouldnt take mine for the rental was on her name to which I agree, but, to our surprise when we came back somebody else came to our help saying they take atm cards as well, once everything was almost done they came to us with some freaking compact car to which we said no right away, and I ask the clerk if he could call a sister store to see if they had what we needed and his response was A BIG NO right away. i told him enterprise would have done for us so, then he got on the phone and right away he said, NOBODY HAS ANY I mean he made one half call because I DIDNT HEAR HIM SAY ANYTHING TO ANYONE SO, we left. I WAS SO PISS but, thank God enterprice was able to take care of us with the car we wanted. TWO THUMBS UP FOR ENTERPRICE CAR RENTAL. I WOULD NEVER EVEN TRY TO CALL HERZT EVER AGAIN. HOPE NOBODY GOES TO THIS STORE AND LET THEM GO OUT OF BUSINESS A LEAST IN THIS LOCATION. att. ONE ANGRY CUSTOMER..................!

Very helpful guys. Thanks

Just as expected, good service little slow.. but ok .

I have rented several times from this location. The staff has always been friendly, nice, and accommodating.

Fast and professional.

Nice services!! good prices!!

Went out of my way to rent a vehicle. They did not look at the reservation for the day. There quote we werent expecting you today

Bad customer service, I called and asked a question but the guy just gave me attitude.

Unfriendly and dont expect a drop off without a long wait

Extremely accommodating.

Awful service

To much money will put extra fees on bill

THE WORST SERVICE EVER!

I work here

Very small parking lot

Horrible service!

Friendly costumer service

Ok

Small selection

Awesome

Very bad attention from the employees in reality they do not care about the problem that you bring and that they dedicate customer service very bad experience

Very nice employees treated us very well and gave us many facilities to be able to rent cheap. Highly recommended.