Hertz Car Rental - Burbank - Hollywood Burbank Airport (BUR) — Attraction in Burbank

Worst experience on a rental and customer support after the rental I've ever experienced. The pickup was great, no issues with the rental car for the week. I dropped the car off at the end of the week and asked for a receipt. I was told I would receive an email. I always ask them to send it immediately or print it if possible because it is a 50/50 chance you will even get the email or you will have to request the receipt online. thrifty is part of hertz if you're unaware and if you have any issues, you will be directed to hertz customer support for assistance. You will not be able to talk to a human, I tried for 2 days. It is impossible, you have to submit the online request for customer support, and you're informed it could be72 hours.

thrifty/hertz added 5 days to my rental charge, so I jumped through the hoops on the hertz online support contact and was contacted 6 days after the rental return and 2 days after I sent the inquiry. I received an email from manager by the name of Giovanni. I explained the situation that they charged me for 5 extra days. He asked that I provide my flight confirmation out of BUR airport on the day the rental was scheduled to be returned, which I did on top of the rental agreement and itinerary from hotwire and the rental agreement and rental record.

Any business traveler will require a correct receipt for the rental for their business expenses.

Giovanni said he would process the refund asap but never even commented regarding the corrected receipt, so I sent another email and asked a second time and then a third and those emails were never responded to at all.

To boot my credit card statement has not yet been refunded and there were 3 additional charges from thrifty/hertz, two charges of $94.00 and one of $93.00. I don't even know what those are for. At this point I went ahead and filed a dispute with my credit card company. I understand mistakes are possible and would not have had an issue with this if the correspondence and actions were managed in an acceptable fashion and time frame.

I have an account with hertz as well as other rental companies and travel weekly. I'm one of many business travelers and so I know I'm not going to affect their business with my complaint or refusal from this point to ever use hertz, thrifty or dollar again for my business travel but, be aware that if you run into this type of situation be prepared for the following. You will not be able to talk to an actual person to resolve issues, their automated phone system will direct you to online methods of communication only and that is all you will get. Also be prepared to spend a number of hours and days trying to recover from their mistake. Horrible customer support system, absolutely horrible.

Just to respond to the very robotic response from hetz here in regard to "constantly striving to improve".

After reading the overwhelming 1-star negative reviews, I would say that hertz is clearly failing miserably with that goal. Actions are louder than words! This should NOT be portrayed as a just a location issue. Hertz is a large company, and this reflects not only the locations inability to provide customer support and satisfaction, It's a reflection of the company as a whole. With as many negative reviews as I read here today the team at hertz managing the customer support and satisfaction role in the organization should be under...

Have you ever walked in somewhere, and you already know they don't want help you? That's Hertz.

After walking into their booth and telling them I'd like to rent a car, the woman says "we're sold out." If you've ever been to this location, you've seen how vast the garage is and how populated it is with vehicles. Looking around at the completely FULL garage I reply "of cars?" After having her check the computer, it turns out they actually weren't sold out after all! What do you know?

After giving me a huge hassle over my insurance company, I was on my way with my 1 week rental. Now it turned out, they weren't going to give me the gold member discount that they're so proud of (I'm a gold member.) So I decided to return it after 3 days, and find something cheaper at Enterprise.

I pull the car back into the Hertz lot and hand it to a girl with a clipboard who's going to check it over for damage. I told her I'm returning it early, and I'm hoping to just pay for half the week. She pauses and says "well, its more expensive to return it now, because it would be on a day rate which is more than a week rate." "3 days is more expensive than a week? How does that work?" "I don't know that's just what the computer is telling me." Let me reiterate - this woman is holding a clipboard, not a computer.

I walk back into the office, tell them I'm returning it, and get half off the week rate. Not bad, but not great either. This place needs to make up its damn mind about how they want to run their business. You can't just tell people you're "sold out" without even checking, your whole job is renting cars. You also can't try to tell me that it's more expensive to return a car after 3 days instead of a week. What, is this some backhanded tactic to get me to say "ok!" and then keep it for the week and pay the full amount later?

No one wants to rent a car, or go to Hertz, but stop giving us so many damn reasons...

Not a great experience. Initially, we were assigned a car that was not even there after we walked all the way to the space. We went back and spoke with someone and they gave us another car, but that car was only 50% charged (we had reserved electric). We asked if there was a fully charged vehicle and they said no, we don't do that. ?? We rented the electric car with the knowledge of the full range we were owed. That sounded odd to me, so I called Hertz customer service who assured me that we should receive a fully charged vehicle. I spoke to the manager of the Hertz at the location after that and she said "if we charge electric vehicles to 100% the batteries explode." Okay that's outlandish and just a flat out lie. We own an electric car at home. Plus, again, the phone rep assured us that we should receive a fully charged vehicle. So, we went back yet again to the desk and exchanged our rental for a gas vehicle. The new vehicle we were assigned smells like smoke, has more than a dozen cosmetic damages, and overall is just a huge disappointment. We had to settle as by this time we'd already spent an hour trying to sort this out and were about to miss the event we flew to Burbank for. We cannot wait to return this vehicle and be done. We do not plan to use Hertz again. Please note, the ladies at the front desk were very kind. The self-proclaimed manager was rude and did not instill confidence in Hertz product. No one fixed the problems.

We submitted our feedback via their text system when asked, which was pointless because they said they can’t document anything, but offered 950 “points” for our loyalty program. Based on our experience, I have no interest in joining their loyalty program. They then gave us a link to contact them via their online Customer Support, but lo and behold, the form errs out. After 1/2 a dozen tries, I give up. Just horrible,...