Hertz Car Rental - Walnut Creek - N Main Street - Walnut Creek, California

Patti F.

First time I went here the service was great manager was very kind and understanding as I was having trouble with some credit cards. Next time I went and rented, the girl was completely rude and condescending, and I didn’t have problems with my credit card and we actually got into a fight. very disappointed the manager didn’t even stand upto her Face she was obviously being rude. He admitted to me outside in the parking lot And apologized for her rude behavior. It felt like his hands were tied. He couldn’t do anything about it like somebody was above him. but she seems like a problem and from reading other reviews, I can see it’s obviously an issue
I won’t rent from them again because that one black girl that works there she’s very rude. No customer service whatsoever. It’s like you’re a problem that you’re even there.

Rich B.

Thought I was on a hidden cam prank given the absurdity.

Woman at the front desk should be fired on the spot. Her phone is of such significance, she's actually angry at customers for interrupting her.

I was there to dispute a charge, as the car I rented for my wife broke down, leaving her stranded 200 miles from home. This office was charging the original rental amount of $220.55, plus the extra day the vehicle was in Hertz' tow truck possession, plus a fuel and service fee, for a total of $342.96. The assistant manager (John) with a straight face, claimed the total charge was valid given "it was a 2024 vehicle with 10k miles, not sure what she did to it." I explained that Hertz' tow service said it was an issue with the electrical system and the vehicle could not be driven. He said I'd need to speak to the branch manager, Darrel Saunders.

Darrel (cleaning the vehicles in the back...who's in charge?) stated he was limited in what he could do, but with his district manager's authorization, he MIGHT be able to offer a $100 certificate for a future rental.

I realize I can simply dispute the charge with my credit card company and get it reversed. However, I think Darrel (the branch manger cleaning cars), John (blaming my wife for Hertz' breakdown), and the woman at the front desk (manning TikTok), would be much more attentive in small claims court, where contracts must be honored and phones are prohibited.

Given the previous reviews of this location, an administrative headache might wake up the Hertz corporate offices as well.

STAY AWAY FROM THIS PLACE.

Melissa S.

Was sent here by my cars dealership today. Wow is all I can say. The African American lady at the desk today was unfriendly, unhelpful, major attitude and is actually combative. She should not be in the position of the front desk or sales. Biased on this interaction I would never do business with them at this location. Went down the street to a much more professional business. She was horrible. I would fire her immediately.

Roger A.

Horrible customer service. This place NEVER used to be like this and I would rent here (it might have been a Thrifty before).

Last week, I booked an SUV for a weekend trip to LA. I got all the confirmation via email and Triple A. When I noticed the address was for Thrifty, but maps said it was Hertz.

1. Customer service was horrible.
2. No availability of vehicle.

When I tried to call Hertz in Walnut Creek, I was trying to verify if it was the right place and if my reservation was confirmed. I had a print out saying it was confirmed.
What happened was I kept being put on hold (3 times) with each hold being a few minutes. The final call I asked what is taking so long as nobody is picking up.
They person on the other end said she would take my number and call me back. This was around 2:45pm. I was trying to confirm my reservation, that was all.
Of course, she NEVER called me back and I was at the Hertz shop before 4pm.
I didn't want to make a big scene, I was there and I just wanted to get my rental.

2. Darrell (he said he was the manager) said that they didn't have the SUV and that AAA/Thrifty were to blame since they are a 3rd party AND don't check inventory. So what is my rental benefit for then? He then told me that Hertz owns Thrifty but for some reason don't honor their reservations. He then told me to take it up with AAA/Thrifty as it's an issue on their end.

This whole experience was horrible and unprofessional. That late in the day, I had to cancel my trip with my family because I couldn't get adequate transportation.

Darrell while did give me this info, didn't really solve my issue except saying he only has a Mustang available.
The other girl, I didn't get her name, but again, she never called back. Ignoring customers or putting them on hold because you don't want deal with them shows how much you value your job.

All I wanted to do was confirm my reservation and the worse case scenario happened. She could have easily checked and said there was an issue and then I could have spent time trying to figure out why and if need be, try to find another rental before closing time... but no it was a waste of time.

I did contact Triple A travel ([email protected])
and I am also talking to someone at Hertz about this issue.

And while Hertz is the parent company of Thrifty, that should be no excuse to have a disconnect with reserving cars. If I have a confirmation for a rental with Thrifty confirmation numbers, I shouldn't be denied rental service because there's some kind of indifferent reservation system with the parent company.

atieh H.

Extremely Disappointing and Unprofessional

My husband and I had a one-day car reservation through our AAA insurance and trusted Hertz for this service. Unfortunately, we were met with very unprofessional and disrespectful behavior. They refused to provide us with the car, claiming we were “late,” even though there was still half an hour left before their office hours ended.

We genuinely needed the car that day and expected Hertz to understand our situation, especially since the reservation was made through AAA. The staff showed no effort to assist us, and their lack of empathy and professionalism was incredibly frustrating.

bill D.

Same problem with Jay. This is my second time there because my dealer sent me. Jay African American lady at the desk today was unfriendly, unhelpful, poor attitude. Look at her phone maybe TikTok all the time. I would never do business with them at this location if I can. She is worst car rental front desk I ever seen. I would fire her immediately.

Whitney L.

It was the worst customer service I have ever encountered.

I called the Hertz Walnut Creek location three times to reach a local employee, but my calls went unanswered and went to voicemail. We decided to make the one-hour round trip in person to ask if any SUVs or cars were available for rent. When we arrived, there was no one in the office, and the woman at the front desk informed us that there were no cars available. At the same time, a customer walked in to return his car. I asked if we could rent the car that had just been returned, but she quickly glanced at her computer for like three seconds without attempting to pull any relevant information and said no, that car was due for an oil change. When I asked why it was rented to that customer, she said it had been a mistake.

Her attitude was rude, unprofessional, and unacceptable; it was clear she did not want to be there. She also claimed to be the manager and said I could file a complaint, with the attitude that nothing would change.

It is a shame that Hertz allows someone like her to work there, as it damages the company’s reputation and drives away customers. I wish I had checked the Google reviews before I visited, as many customers have reported similar issues with customer service.

Dede A.

I had an exceptional experience with Hertz in Walnut Creek! The customer service was top-notch, and the rental process is always smooth. The car was clean, well-maintained, and exactly what I needed. I appreciate the friendly staff and efficient service – highly recommend!