Hertz Car Rental - Mission Viejo - Via Fabricante - Mission Viejo, California

J A. (.

If it weren’t for the sign out front, I would never believe this was Hertz. Horrible customer service and they treat you like an independently owned, discount car rental company. I’m President’s Circle and this location is definitely not worthy of being associated with.the Hertz brand.

For starters, I had a car rental that was to begin on a holiday weekend. They called me and asked me to pick up the car one day early. They assured me they wouldn’t charge me. I moved my schedule around to accommodate their request. They told me it was because they would be very busy, but in fact, they weren’t busy at all. Clearly, they wanted to take off for the weekend early. They did something strange with my rate rather than just reduce the days.

The larger issue is that when I return the vehicle, they tried to charge me a pet cleaning fee. I explained to them I have a disabled son who has a trained, certified, service animal, and under California law, it is illegal to charge me unless the pet does damage. There was very minimal hair. The guy even acknowledged there wasn’t much hair, but he said any amount of hair and they will charge me for pets. I explained to him the ADA law at Howard applies in California. I also showed him on my phone multiple citations where it clearly states that rental car companies cannot charge pet fees or pet cleaning fees for service animals.

After nearly 30 minutes of arguing, he reluctantly agreed to waive the fee and acted like he was doing me a favor. Really? You’re doing me a favor by following the law?

I also returned the car one day early and because of the shenanigans he did with the rate on the front end of the Rental because he wanted me to pick up the car, it didn’t actually take off the correct amount for the day I didn’t use.

This must be a locally owned franchise because they certainly do not operate like corporate citizens of the Hertz company.

I will never rent here again and urge anyone reading this to find alternative transportation options. I’ve also sent a complaint to Hertz corporate about their blatant violation of ADA policies.

Hamid M.

I rented a car to take my aunt to chemo therapy. I get there the seatbelt doesn't work. Associate cannot fix it and call the manager. Manager goes and comes back and says: " If you push it hard and hold it, it will stay!" I asked for another and he offers me a heavy duty truck which obviously doesn't work for my aunt. I ask for another car and he says:" that's what it is, take it or cancel!" I've been with Hertz for more than 15 years and never seen such unprofessional, disrespectful manner. Now I see why they treat you so. So many bad reviews and Hertz doesn't give a crap and make them comfortable with how they treat people. So disappointed.

Arlone M.

Called for a last minute rental. Though it didn't work this time, Matin was exceptionally helpful. Other locations doesn't even bother answering the calls while others will only rent out cars they want gone. Matin worked on my potential rental and made everything possible. I didn't push through this time but they will surely be my top of mind next time.

April H.

This was the worst experience of my life trying to rent a car. I will chose Enterprise down the way for now on. Not only was the front desk agent completely condescending, he was also rude and racist. I travel quite a bit and they lost my business for good. If I could chose zero stars I would.

Gil B. J.

Friendly staff. The person who was behind the counter was wearing two masks the entire time. Some customers inside were wearing them, some were not. There is a sign on the front door asking for masks. My insurance company handled my reservation, so I don't know how pricey this will end up being.

Zaki I.

90% of my car rentals have been through Hertz. Not this location. I will never rent from here, even if it is the last car rental location on the planet. It's no wonder that the Enterprise right down the street has 10x better reviews. You call in to this location to ask if they have a vehicle available from a specific class and the rep at the store, without a care in the world, quickly replies with, "nope, go rent it from John Wayne Airport." Oh I see, so as opposed to telling me perhaps what would be available from the closest class you basically tell me to go away, we don't have what you need. Impeccable customer service, lemme tell ya. This isn't the first time this happens either. I really wanted to give Hertz the benefit of the doubt after the first time it happened and wadaya know, same attitude, same response. Well done Hertz. Keep losing customers.

MOTTI F.

Majority of car rental locations do a walk through with the customer shortly before giving the keys to the car. This location which is poorly managed just hands you the keys and points at the car in the lot. Then after returning the vehicle, they randomly charge my card and say they found a screw in one of the tires. Charged me for a brand new tire with no explanation or receipt. Charge just showed up on my credit card. I personally had to visit the location in person again just to get a copy of the receipt because they don’t email it. Never going back.

Amir J.

I recently had the unfortunate opportunity to rent a car from Hertz, and I must say that my experience was far from satisfactory. From the moment I stepped into their office, it was evident that customer service was not their priority.

Firstly, the staff appeared disinterested and lacked the basic courtesy one would expect from a reputable car rental company. I had several questions about their rental options, but the employees seemed more interested in chatting among themselves than assisting me. Their lack of attentiveness was disheartening and set the tone for the rest of my rental journey.

Secondly, the booking process was unnecessarily complicated and time-consuming. The website did not provide clear information, and when I called their customer support, the representative was impatient and unhelpful. I ended up spending more time than necessary just trying to secure a reservation.

Upon picking up the car, I noticed it was not in the best condition. There were scratches and dents that were not mentioned during the check-in process, which made me feel anxious about potential disputes upon return. When I brought this to the staff's attention, they were dismissive and brushed off my concerns, leaving me with no reassurance.

The final straw came when I needed to extend my rental due to unforeseen circumstances. The ordeal of trying to reach their customer service was a nightmare. I spent an exorbitant amount of time on hold, only to be transferred between different agents who seemed unaware of my situation. Eventually, I was told that an extension was not possible, leaving me feeling frustrated and stranded.

In conclusion, my experience with Hertz's customer service was deeply disappointing. The lack of professionalism, unhelpful attitude, and disorganization all contributed to a subpar rental experience. I strongly advise others to consider alternative rental companies that prioritize their customers and provide a smoother and more reliable experience.