Hertz Car Rental - Otay - Tijuana Airport Cbx Terminal(91333-01) - San Diego, California

Ole J. P.

Booked a Nissan Altima for pickup at Hertz CBX early morning on October 10, with return to LAX, the same evening. The total with Loss damage waiver, return to LAX with a full tank, was 384 dollars.
The service at the pick-up location was very good, with a very friendly and helpful lady at the counter and a really nice guy handing over the car at the parking-lot.
The car wasn’t brand new, but it was in really good shape and very clean. When I drove off, I noticed that the fuel tank was just showing a bit over 3/4 full. Not a big problem, but less than perfect. Not something I was going to complain about. I handed the car in at LAX about 16:00 the same day. With a totally full tank after having filled it to the rim, just a couple of miles away. The guys receiving were very relaxed. I asked them if they wanted to check the car, and they just asked me to leave the key in the car. It’s probably a good idea to take some pictures, just in case they later claim the tank to be less than full, a missing car key or any other issue. I knew I didn’t scratch or dent the car, and since I paid the loss damage waiver, that would not have caused any additional charge.
I was then very surprised to see that Hertz had charged my Amex 1,181.00 dollars for the rental. I contacted Hertz in the US, but they explained to me that the location is run by Hertz Mexico, and that I needed to contact them. Hertz Mexico told me that I had to file a complaint on their website. I did so, asking why they had charged about three times the amount on the invoice they sent me. After I couple of days I received an answer that they were looking into it. Over the following days I kept writing to them, asking if they had any explanation. The only answer was that they were still looking into it. Since it was getting close to the end of the month and the cut-off date for my Amex, I told Hertz I would file a claim with Amex for a non-authorized charge. Again, no answer.
Amex did a great job. I sent them all the documents and written communication I had with Hertz. They immediately froze the payment of the additional 800 dollars, and told me they would contact Hertz and sort it out. Today I receive a mail from Amex. They told me they contacted Hertz on several occasions over a period of time, without getting any answers or explanation, so they told me that they permanently removed the 800 dollar overcharge. A big shout-out to Amex for their swift actions in solving this matter!
As to Hertz (at least their Mexican operation) I can only recommend to stay as far away from them as possible. If they had overcharged me 50, 100 or maybe a couple of hundred dollars, it would probably have been a better deal for me to just pay it and move on. The hours on the phone and with emails are just not worth it. But 800 dollars was a bit on the greedy side.
If you still insist on using Hertz, I can only recommend you pay with Amex, since they will sort out any problem caused by a fraudulent and incapable company like Hertz.

walmir N.

Worse experience so far with hertz.. they do not honor hertz reservations done at hertz website. So, why do they even use it?
On my reservation, the price was $35.. on the counter, they want $95 and they saying that reservation with hertz isn't good.
So, you do a reservation on hertz website, goes to hertz counter (as a customer. I don't know if it is a franchised store or care, on my pov it is hertz) with the confirmed reservation and they tell you that it will cost you 3x more isn't just fair but should be illegal. Customer service also didn't offer any help

JM K.

This was my third time using this Hertz branch, and the first two experiences were without any issues. However, this time, After driving for about 10 minutes, I realized the gas tank was only half full. When I returned the car about 4 hours later and asked about the gas, three or four people laughed and said, “Another Asian! No Chinese, no Korean, no Japanese,” repeating “No Chinese” several times in Spanish. For reference, I am a Korean who speaks both Spanish and English. Rather than feeling anger at their racism, I felt intimidated as they laughed and approached us, so I chose not to argue further and left the return area. I will not use Hertz again, and I would not recommend this company to anyone.

Saul P.

DO NOT RENT FROM THIS LOCATION!

This location is not managed by Hertz USA, but from AVASA SA de CV. AVASA makes non-sense charges and fees, which Hertz USA can't interfere with. Since the employees make commission money based on the car rental agreements they make, they will do EVERYTHING they can to charge everyone more fees.

It is much better to take an Uber to the National City location or the SAN airport.

Rene O.

I had a fantastic experience. I was initially worried because of some negative reviews, but everything turned out wonderfully for me. I rented a premium car and received a 2024 Altima! It was a great car with a full tank and no issues.

Guad V.

This place doesn’t operate like a Hertz car rental. I’m a President Circle, Goldmember and I usually have a rate which is given to me through the app and includes insurance through my employer. Yet the attendant kept trying to overcharge me, including extra insurance, even after I showed her, my reservation, reflecting a different rate when she finally gave me the price I was given on the app. She kept telling me I was taking a car without insurance, which is not true. They also wanted me to give them proof of insurance of my personal vehicle, which makes no sense to me. The whole process was exhausting and took way too long. It felt like their priority was to overcharge me and make sure I bought all the extra insurance which my company prohibits, but they kept insisting. I like renting with Hertz because the process is usually fast since I’m a gold member, but this was a horrible experience that took way too long.

Ada S.

I called this company and asked if they had a car available the day of, and if I could drive it across the border to Tijuana, they said they did have one and made the reservation; they took the credit card info, and made the full charge. 15 minutes later when I arrived to pick up the car at Otay CBX I was told that they didn’t have one available till many days later. I asked to cancel the reservation and was told that I have to call the same number (Hertz reservations #) to cancel it. I called and was told to have the people at the counter at Otay to cancel it, they finally did when I put them all on speaker, but they COULDN’T refund me the money and said that I needed to call customer service to do so. Calling customer service was another problem, and was told my money was not going to be refunded in a week! So No car, No money and a whole nightmare. DO NOT rent from Hertz! Customer service number and the people at the counters at Otay or San Diego are not on the same page.

SK V.

I rented a minivan from this location on 4th of July week, had a good experience I had some questions/concerns before picking up the car and Jeanette helped me over the phone she was very nice professional and answered all my questions. I arrived to the counter Venecia helped me out she was also very nice, I was worried being a holiday week that it was going to be busy but there was no line. Picking up the vehicle also no issues, vehicle was clean and the young man there was really nice I can’t remember his name but he was very nice. Only issue was the gas tank was not full but no big deal he took pictures and just said return with it the same amount of gas. Returning the vehicle was quick and easy, the gentleman working at that time was also friendly I didn’t get his name, but he was really nice and answered a couple questions I had. Overall had a good experience at this rental location.