Hertz Car Rental - Oakland - Marriott City Center - Oakland, California

Ben W.

Can’t figure out how to give 0 stars. Last 2 rentals: (1) location tried to charge me $500 for dog hair despite Hertz’s “worry free pet policy.” Called national Hertz and they reduced the cleaning fee to $100 (which is still too much). (2) Wouldn’t rent to me because my ID had a crack in it. Agent claimed it was invalid but I pointed out that I had flown with it and that they had previously rented new cars with the same ID. I guess being a gold member of Hertz doesn’t mean anything.

Imari S.

VERY slow service every time. I’ve tried renting here 4 times in the early morning and it always takes forever.

Maybe they’re better in the afternoon, but the mornings are super annoying.

The cars aren’t ever ready and even when they are, there’s just no sense of urgency when you get to the counter. In normal places, you can expect to be done at the counter within 5 mins if you have no questions. But here, expect 15 min for each customer.

Itsme A.

Do not rent from Hertz!! Had a reservation with credit card hold and got a ride to the location just for them to tell me they don't have any cars. Then sent me to the airport location and assured me they have a car after I confirmed 3-4 times. She said yes, they have a bigger fleet, and I'm noting your reservation. Get to the airport, and they say their sold out and couldn't pull my reservation up anyway because it was for a local office. Horrible experience. Never again! Book with someone else-stay away.

Serena R.

This is the worst location ever. Do not recommend. Customer service is horrible. I rented a Tesla model y a month before my rental day. The app said the car was guaranteed. I arrived it was not available. Hertz misleading. Then they want to offer me a cheaper and shorter range vehicle. Unacceptable. I was forced into renting a smaller suv. I call to discuss with the rental agency. The associate Asia was incredibly condescending and rude.
They direct me to call the billing department. There is no billing department direct line. I call back and ask for assistance and the lady was so rude.

I will note Vanessa who checked me in was very kind and respectful.

Charnell M.

Shout to Asia for holding it down. She was very clear with customers who wanted to be argumentative and rude. She didn’t let it affect her with new customers and their needs and concerns.
The website needs to stop letting people book after closing hours (I made a reservation for 12 and came early) but the hours of the store close at 12. Folks have different expectations from the website because the company wants to make money then it falls on the works to make the request happen when said worker doesn’t know what’s going on (literally a person walked in after hours being sent from a Pleasanton location to the Oakland location being told there is a car for them. Asia called around to make that happen.
Hertz do better in making sure your staff and your systems are working together not your staff bending over backwards to meet the needs of your customers because Hertz wants to grab all the cash they can.

Xiomara W.

DO NOT RENT FROM THEM! A month long reservation and still didn’t get a car. They ran out of cars everywhere on a Saturday morning even though it showed online they had plenty and we’re still taking reservations. The customer service was not good. They couldn’t even cancel at the store, we had to call them company. Thankfully Rent-a-relic had cars.

Vitor T.

AVOID THEM
Horrible service, sneaky business practices DELIBERATE ATTEMPTS TO RIP YOU OFF and MISREPRESENTATION.

I made a reservation of vehicle through their website, because they dont accept walk ins. I deliberately chose a NON ELECTRIC VEHICLE, because I was going on a long road trip, and wanted longer autonomy. When I get there, they only have an EV, I tell them that was not what I rented, and they say “if you read the fine prints, you’d know it could be an ev at our discretion”. They then told me I could make an upgrade, for “only” double the price.
By then I had no choice but to accept the ev, which completely ruined my trip. As a foreigner, i cant download some of the EV charging companies’ apps, such as EVGo, which meant that I spent one hour trying to find a place a fast charging place that worked for me (without apps and accepting foreign credit cards), then one hour to charge, and by the time I got to Sequoia National Park, I had to charge again. In total I lost half my day because of this.
Thanks, hertz, you ripped me off to ruin my holiday.

Sharon S.

Waited 40-ish minutes to pick up my car (even arriving after pick-up window) because they were short-staffed.

Upon returning the car I was double-billed later (not provided any documentation at the time of return, they just took my keys and I walked away).

The rest of the review is mostly related to global customer service, not the local office. Hertz billed me about $30 in fueling fees for returning EV under-fueled, despite the fact that I refilled it above the starting %, just before returning the car. And Hertz billed me $35 for a Tesla supercharging station usage, even though I did not use a Tesla station - I used EVGO - and I paid out of pocket.

I sent SOO many emails to the Hertz customer service team explaining the situation. Attached receipts. Waited for 30 minutes on hold to speak to an agent by phone, who told me she couldn't help me. Ultimately after many email exchanges, they reimbursed the bogus costs for the fueling fees but did not refund me for the Tesla station - they told me to take it up with Tesla directly (even though I did not use a Tesla station, so I can't address it with Tesla). It's only $35 but the point to me is that Hertz is being deceptive, billing for charges that I did not deserve, and the customer service is dismal and frustrating.

I would never recommend ANYONE rent an EV from Hertz after this experience.