Hertz Car Rental - Burbank - South Victory Boulevard — Attraction in Burbank

On Friday, November 22, 2019 I was on my way to return my rental to Hertz on Victory Blvd in Burbank, CA. I did realize that they were closing at 6 pm and I had to return it before they closed. I contacted the location before I arrived and let them know that I would be arriving about 545 and inquired about getting a ride less than a mile to Caliber Collision on Lake St. The woman that I spoke with said that there would be no problem with that. I arrived at 550 pm before closing time and I pulled in and walked in the building. Once in the building I was told that I needed to park the car in the spot to speed things along. By the time I got back in the building it 558 pm. There were a total of three employees there including the branch manager Onnik . He told the guy that was the shuttle driver that he was okay to go. I inquired before he walked out the door if I was still able to get a ride. The branch manager said that he just let him go home and he had heard nothing about needing a ride. The woman that I spoke with on the phone comes out and he questions her about me calling. She was confused and then said that she didn’t realize it was two people that needed a ride and did speak with me. The manager said that it didn’t matter because now it was now 6 pm and they were closed and there was nothing that could be done for me. The woman said that she could take me and the other guy was sitting in the parking lot, but the manager said that there was nothing he could do. She asked if he could stop and take me and he said that he couldn’t because he had to do all his paperwork and it would take him up to 20 minutes to get everything shut down. I asked if I could get money for an uber but he refused and said that he doesn’t have the app. He reaffirmed his stance even though he was not in the office by hisself. So instead of paying $10 for an Uber (I checked the price) I checked and it was only about a 15 minute walk to the collision shop to get my car. I contacted the collision shop to let them know that I was still coming and on the way walking. Caliber Collision was in shock that they did not give me a ride readily and that they would pick me up where I was currently in my walking journey. That’s customer service. Now I understand that it was Friday night and people want to go home but customer service would be top ensure that the customer is taken care of especially when one of the staff said that they would.

By the way this place should be renamed Rent-a-jolopy. They only have two cars that are decent on the outside, the car I rented was dinged up and was missing a panel on the drivers side that made the door make a weird noise. It was also not well cleaned...

Avoid this location at any cost, especially dealing with the Branch Manager ONNIK ISLIKAPLAN. And AVOID HERTZ period because therir corporate customer service isn't any better. He's extremely rude, unprofessional and treat customers badly. I am surprised that he's a Manager and haven't got the training required to deal with people. Ive spent thousands of dollars renting with Hertz the last few years and aI was treated like sh$$$t at this location. First time I had the rental for a month after returning the vehicle I asked for a ride back home which happened to be 3 miles away. The guy refuses to offer me a ride home because no one is availabe and he was rude when I asked for an uber ride because the last time this happened in a different location the manager ordered uber/lyft not sure which one.

The second time I had the car for 2 weeks, the same rude manager inform me that I was being charged $50 for cleaning the car, I was really no one told me there is fee for cleaning a rental car that I had for 2 weeks, he didn't like the fact i was upset. He said well i was gonna let you go and gas the car up because it's low but because your complaining I am going to charge ( $15 a gallon) $99 for 6 gallons. I was extend my car rental for one day its much cheaper than $150 and I can cleant it and fill it and ofcourse he refused and said too late now. That's the lever of customer service from a branch manager at HERTZ On top of all, this location is alway filthy, people sitting inside the office with their feet resting on the desk facing customers walking by (it can't be more degrading that this).. wasn't sure if it was the girl's boy friend hanging out or someone that works there. And I am talking about a Hertz rental location one of the largest rental companies. After spending thousands of dollars renting from HertzI will be giving my business to Enterprise. I've accumulated $15k points the last couple of...

Bob - Your manager, Onik, should not be working with people or in customer service. He refused to close the rental because the car 'needed a wash' and he 'couldn't assess if there was any damage to it'. He then told me I could either wait for it to come back from the wash (which ended up being more than 2 hours) or leave. No car rental in the country requires the customer to wash the car before bringing it back and certainly not wait for it to be washed. It's part of the payment of the rental. In addition to that, the car was WHITE. I needed to leave and found out later that he charged me an additional $150 for 'damages.' I did not damage the car in any way or hit as much as a fly with it. I'm not sure if it was personal (when I came back to confront him he kept mentioning the car being dirty and was visibly upset by it) or not. He had a bad attitude throughout (I'd extended my contract and sadly had to visit the office multiple times) and in general gives off the vibe of a sad, bitter man. I've filed a complaint with the Better Business Bureau and will report the charge as fraudulent with my bank. It's not the $150 charge that bothered me, as much as the shadiness and the way everything went down. Your employees were also not at their desk (There's a side room that they hang out in) every time I came and I had to wait for them to approach, and the office was dirty. None of that would've matter if it wasn't for what happened yesterday, but the injustice compelled me to take action to both get my money back and try to save other people from making the same...