Hertz Car Rental - Anaheim - West Katella Avenue — Local services in Anaheim

RENTERS BE WARNED- CONSIDER LOOKING ELSEWHEREE. MY EXPERIENCES WITH THIS LOCATION BELOW. UNFORTUNATELY THIS LOCATION DOES NOT LIVE UP TO THE EXCELLENT REPUATION THAT HERTZ HAS HAD IN PREVIOUS YEARS.

First, when picking up the vehicle I was given a device to sign for the photos on the vehicle prior to being given the chance to see the vehicle up front. When I arrived at the vehicle with the local branch associate I noticed damage to the vehicle and upon review of the photos sent to my email the damage is not visible. The associate instructed me to "just bring it back to him" and that he would remember the damage. I took photos of the damage to ensure I would not be held liable for any of the damage when returning the vehicle. Additionally, although I stated to the associate when completing the contract the vehicle should be direct billed he still tried to authorized my card for the full rental amount. It was not until I asked 3 times before he checked his records. I reported the damage online upon my return to my workplace to ensure it was at least reported somewhere to the company to prevent being charged, but am still concerned that I will have issues when returning the vehicle. I am also concerned that the location is having other customers sign for the vehicles in the office before walking out to their cars, meaning there is not an opportunity for them to declare damage before taking their rentals off the lot- something that in the past was common practice with Hertz.

Second, I received a notification from my bank on 16-Jul that a $610.96 authorization and a $51.25 authorization on my card on 17-July from this Hertz location- even though my insurance is direct billing.

I called the local branch 7 times with no answer and finally had to leave my place of business early to inquire why I was charged. I was dismissed rudely by the associate working that "he didn't see any charges" without even looking up my card number nor requesting the exact transaction details. When the manager FAISAL BHATTI arrived back from lunch I spoke with him and was treated even more poorly. He was dismissive when I asked him to send me an email so that I had it in writing from him that he did not see any transactions on his side and so I could have that on record in case the charge cleared. He stated "I just work here, I can't do anything." No offer to help, no...

I got to this location and was informed that even though I had a reservation my car wasn’t ready and I should go “Have a coffee” and they would call me when it was ready. That was 8 hours ago and they are now closed. I called the main headquarters of Hertz and was told that they trust this location and I should just wait. What a horrible answer. I’m on vacation for three days and this has ruined all of my plans. I will NEVER use Hertz again and I will do my best to make sure no one I know uses them again either.

UPDATE: I just got back home. I never received a phone call. I will be sure to take this up (again) with customer service (although they weren't too helpful). Bob, thank you for responding to my comment, but I have two things to say to this. 1) In the future, please take the time to write a personalized response. Cutting and pasting a standard response doesn't make the situation that is already horrible any better. 2) I can't believe that the "coffee" I was supposed to have was going to take three days! How can you not inform me or keep me informed of the situation. At least tell me there are no cars so I can go on with life. I literally saved for months to take this trip to LA and you ruined my plans. I was part of a school who was visiting LA and I couldn't see any of them. It honestly makes me never want to visit LA ever again. Bob, please leave some way I can contact either you or customer service. If you truly want my business in the future as you say, you will do this.

In addition, there was a family from Waianae, Hawaii that was in the shop before me. They were on the older side and had a young child with them. They told me that they had been waiting an hour before I got there. I truly feel so bad for them. I honestly hope you got them a car. I will be posting my experience in as many locations as I can think of until I get a suitable response. I have literally traveled all over the world, and I have never experienced such bad service anywhere. You should feel ashamed that this whole thing has happened to myself and others. You have my cell number, you should contact me and make this...

Due to a break down of a family car used for vacation, I needed a last minute replacement.. I went to the Hertz web site, and selected this store for being the closest, open store to my location. I rented a mid size car, got a confirmation number and called for an Uber to get me to their location before they closed. Upon my arrival, fortunately before they closed, I was told too bad, we don't have a car for your, even if you have a confirmation. We're going home good bye, we need to lock up. There was no attempt to find an alternative, another store, another vendor, or any other type of help as I stood on the busy street with a receipt in my hand. The people behind the desk looked truly put out that I dare show up with an expectation of getting a car, despite being told one was available. They were more than happy to show their disdain at my presence and the 3-5 minute delay it was causing them to getting to what ever Saturday night activities they had planned. That I had spent $30 to get there.... well wasn't I the stupid one. The Enterprise folks next door, while closed and unable to help, did at least explain that they had 30 cars going out the next morning and just had nothing to spare. No such attempts at an explanation or sympathetic excuse from the company I had received assurances from a mere 1-2 hours before.

Upon retrospect, I guess I should not have expected more from a Hertz store which has a poorly painted over Thrifty Rent-a-Car sign as a store front. Had I know that, I wouldn't have bothered. Seems like they are there to nab the local Disneyland crowd and little else. GO ELSEWHERE!

On a positive note, I did snag a Hertz flyer and was able to call the national line. That gentleman was able to secure me a car at the local airport that evening at the same price. It only cost me another Uber ride and two more hours, but I did end up with the car I needed. The blame goes primarily to the local store, not necessarily the...