Hertz Car Rental - San Francisco - San Francisco International Airport (SFO) — Local services in San Bruno

My husband and I were at this location on Thursday, April 17th to pick up a rental car to take to a friends wedding. When we tried to use my credit card for the security deposit we were told we could not do that because the card had to match the reservation name (my husbands). My husbands card was locked due to suspected fraud use online so we asked if we could use a debit card for the security deposit. They told us it would be $500 and a hard credit check to be able to use a debit card. I am not sure why using a cash debit card would require a credit check? They told us the only way to proceed would be to switch the rental reservation to my name and then use my credit card for the security charges.

At this point we had called the 1-800 number as directed and a representative told us that a supervisor at the store would be able to add me as a driver and use my credit card to pay for the security deposit. We spoke to the supervisor in the beanie and thick framed glasses and we have NEVER been spoken to so poorly by a customer service personnel in our lives. He did not offer a kindness of any kind to try and explain the situation to us and he gave the impression that it was silly that we wouldn't just pay the $500 and have a hard credit inquiry. He kept asking if we wanted to speak to a supervisor although we already knew he was the supervisor. He interrupted us multiple times as we tried to explain what the customer service representative on the phone had told us which caused us to get anxious and feel flustered. He was condescending for the entirety of our conversation, asked if we were married, and then asked to see our driver's licenses. When we showed him he looked at us and said "you don't even have the same last name?" (I mean is this 1925? Do you want to see our wedding photos?) Absolutely stunned by his commentary I started crying and just left the counter. He was the most unprofessional staff member at the entire establishment.

We again called the 1-800 and started to switch the reservation over to my name to use my credit card for the security deposit. When we were done and I had used my debit card for the regular booking charges she told me that Hertz has a one card policy and that I would need to use my debit card for the security charges which would again, be a $500 hold and a hard credit check. It seemed that every single person we talked to had a different rule or communication with us and it was so confusing and frustrating.

After speaking with our FOURTH customer service person I went up to the counter alone and was finally helped and spoken to with dignity by a gentleman at the counter. I wish so badly I would have asked for his name so I could mention him here. I told him the details of what had happened and he said he has never heard of a one card policy ever and allowed me to use my credit card for the security charges. He walked me through the best area to get gas and how to use the EZ pass lanes. He listened to me and just offered empathy for a really stressful travel day. He is the only reason that our day started to turn around.

My husband who has been a Hertz gold member for the last 7 years, and I will not be choosing to rent with...

Extremely Disappointing Experience - Failed to Honor Guaranteed Reservation

Rating: 1/5 stars

As a loyal Hertz Gold Plus Rewards member for over 10 years, I am compelled to share my recent experience that has left me questioning my continued patronage.

The Issue I specifically reserved and paid for a Jeep Wrangler for my San Francisco trip, with Hertz guaranteeing vehicle availability upon booking. Despite arriving within my designated two-hour pickup window, I was not provided with the vehicle I reserved and paid for.

What Went Wrong Poor Communication from the Start:** My name wasn't displayed on the Gold membership board as usual, creating immediate confusion about my reservation status.

Bait and Switch: When directed to the President's Circle lot, I found only disappointing options - primarily Hyundais, Kias, and Nissans. Notably, there were both a Jeep Wrangler and Ford Bronco in an adjacent lot, but both were locked and apparently unavailable.

Dismissive Customer Service: When I returned to address the issue, the counter representative was dismissive, stating "everybody booked one for this weekend" as if my guaranteed reservation was meaningless. His suggestion that a Jeep Compass or Nissan Rogue were "similar vehicles" to a Wrangler shows either complete ignorance of vehicle classes or disrespect for customer intelligence.

Unacceptable Wait Times: When pressed, I was told it would take "30 minutes to an hour at least" for a Wrangler to become available - completely unacceptable for a confirmed reservation.

The Result I reluctantly settled for a Honda Civic - a vehicle in an entirely different class from what I reserved and paid for. While the exit attendant was more professional, she offered the same empty explanations.

Broader Concerns This marks my second major disappointment with Hertz this year, following a nearly two-hour wait in Reno due to "staffing issues." The quality of President's Circle offerings has clearly declined - Hyundais and Kias were never standard options in premium lots.

Final Thoughts After a decade of loyalty, I expected better. When a company takes payment for a specific vehicle with guaranteed availability, customers have every right to expect that commitment to be honored. The combination of poor inventory management, dismissive service, and substandard alternatives has pushed me to explore other rental companies.

Would I recommend Hertz at this point? Not based on this experience. Other loyal customers should be aware that reservations may not mean...

Hertz – Smooth Rides, Minor Bumps, Still Worth It

I’ve rented from Hertz multiple times now, and while not every experience has been flawless, I keep coming back—and for good reason.

🚗 Fleet & Vehicle Quality: The cars are consistently clean, modern, and well-maintained. I’ve gotten everything from a sleek compact to a fully loaded SUV, and each time the vehicle was exactly what I booked—or an upgraded version, which I won’t complain about! They don’t hand you run-down models like some other rental places. You feel like you’re actually driving something dependable and road-trip worthy.

📲 Check-in Process: If you use the app or have Gold Membership, pickup is practically frictionless. I was able to skip the counter, head straight to the lot, and find my name on the board. For busy airports or peak travel times, this is a huge stress-saver. The regular counter lines, however, can be long and slow if you’re not a member—just something to be prepared for.

👨‍💼 Customer Service: Generally polite and professional. One rep even went out of their way to help me switch cars when I didn’t like the first one offered. That said, during rush hours, it can feel a little understaffed and transactional. I wish every branch had the same energy and efficiency as the airport locations.

💰 Pricing: Not the cheapest—but definitely not the most expensive either. You’re paying for a more consistent experience and better vehicles. Just make sure to read the fine print: toll charges, insurance add-ons, fuel refill fees… they can sneak up on you if you’re not careful. Pro tip: always return the car full of gas and snap photos when you pick it up and drop it off.

⏱ Return Process: Quick and easy. The reps usually scan your car and you’re out in under 5 minutes. At some locations, you can just leave the keys and go. They email you the receipt shortly after—super convenient when you’re catching a flight.

🧼 Cleanliness: Top marks here. Every car I’ve received smelled fresh, had a clean interior, and even the floor mats were vacuumed. With post-pandemic standards, they’ve kept up with solid cleaning protocols.

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Final thoughts: Hertz is my go-to when I want a reliable, professional car rental experience without the drama. While not the cheapest option, they make up for it with quality, consistency, and ease of use—especially if you’re part of their loyalty program. Definitely recommend over some of the lower-tier competitors if you value peace of mind and decent...