Hertz Car Rental - Mountain View - El Camino Real - Mountain View, California

Saravanan K. V.

I highly recommend the El Camino Mountain View location for car rentals. The branch manager, Julian, and his team are extremely professional. I always receive my reserved vehicle on time without any delays.

Jason W.

I had to pay $250 for damage I did not cause.

I had a Hyundai rental car from this location for 3 weeks. During the last few days, I noticed the passenger side window stopped working, and it fell into the door (obviously the mechanic build issue of the car). I pulled the glass out and secured it on the frame. When I returned the car, I specifically told the employee who helped me there was a window issue, and the car was not in any sort of accident. They agreed and told me not to worry about it. I was in a rush so I left without taking a photo of the car.

Hertz emailed me 3 months after I returned the car and claimed that I had damaged the vehicle and now I have to pay for it. Called Hertz insurance and their support system was completely broken, I wanted to dispute it so I was passed to their manager. The manager never picked the call and never replied to my emails, his name is Stephen Hayes (deserves to get fired). I had no choice but to go back to the Hertz location and address my concern. The employees at the location agreed with me and told me they would help me resolve it internally. However regardless of what they did, it didn't work, Hertz insurance demanded I had to pay for the damage.

I ended up calling a Hertz insurance agent who was very nice and provided me with all the details. After I dropped off the car, the Hertz location did not keep any records of the car's condition, and the car was sent to west San Francisco for repair. Whoever drove the car there likely did not know the window would fall off, and the window shattered inside the door when it arrived at the repair facility. The facility flagged the damage on me, and since I didn't have a photo I could not dispute it.

Overall a very poor experience with Hertz. Now I know if you don't have a photo of the car upon return, Hertz will blame all damage on you even if they broke it afterwards. I can't specifically blame anyone for this incident, just overall poor handling within Hertz system and remind myself to always keep photo records.

Carin R.

I wouldn’t recommend this car rental location. I arrived and the car class I booked was not available, I was charged to upgrade to another car. When I argued this I was told this was my issue. I had to get to a meeting so I took the car and left. Hours later I got back into my car and the car was full of ants. They were in my bags, all over my jacket and covering the car. I returned to get a new car and was asked if I had put gas in - I was not going to do that. When I returned the car the location was opened 15 minutes late and I was told there was nothing that could be done about the upgrade charge because it was my issue. I told the manager
I had called hertz and they told me I was supposed to be given a similar class or upgrade without a charge and he said no. I ended up calling Hertz again and they processed a refund. Very disappointing service from the manager on-site.

soy S.

We made some error when making online reservation, which was made much worse by the Hertz general phone line rep. Julian untangled all this mess and helped us finding the car, working far after office was closed. Ahmed provided emotional support. Thank you, guys! Happy new year!

Tanner H.

Ahmed provided a great, authentic customer experience. He made the entire process easy and even enjoyable. Checking the car in and out was easy and we were able to start and end our journey seamlessly. Will definitely be coming back to this location and would recommend to others.

Chandra M.

Booked a SUV for weekend and when I visited , the only option was an EV which I was very hesitant because of charging issues. Store closes on Saturday and Sunday, so couldn’t get an EV change or even be able to talk to any of store members. Spent majority of my visit time searching for charging stations and charging rather than hiking/visiting places. Totally ruined my experience.

Qihua M.

First time to rent a car at Mountain View Hertz, their selection is not as many as the location at Santa Clara Walsh road, so I could not get a complementary upgrade even with President’s Circle tier. The customer service people are courteous and efficient, you get the car within 10 minutes. All in all, I will choose Santa Clara location for better car selections and complementary upgrades. Cheers!

Rosalie G.

I made a reservation through AAA at the Sunnyvale 510 E El Camino Real location. They left me a voice message on the day of my reservation to say they didn’t have any cars to lease - without offering any possible solutions!! Even though the Hertz Mountain View location wasn’t available on AAA due to lack of inventory,, I reached out to the store directly and Julian answered!! I told him my situation and he checked and found a return of the same SUV type vehicle I reserved scheduled at the time I needed it! He promised to call me when it arrived. I got the call, much earlier than expected and went directly there to get the exact SUV I had reserved and Julian had already put a rush to make sure it was detailed and prepared for rental! I am so grateful to Julian who was understanding, professional and kind and did everything he could to get me on my way on time!! I hope Hertz appreciates the 5 star employee they have in Julian! He could just as easily told me they have nothing in inventory and nothing more, like the first location I called. But Julian went the extra mile and salvaged a very discouraged HERTZ customer and made me a happy one!! Still a little disappointed with Hertz, but I’d trust this location every time! Thank you Julian, you are the sole reason for this 5 star review!!