Hertz Car Rental - San Francisco - Mason Street — Local services in San Francisco

Beware if you rent from this rental company in this location.

First: The 2 ladies manning the customer service are so rude. They are the type of person that you expect the least to encounter at 8 am. They make everything complicated. Very unprofessional. Make sure you wear your long patience or better, look for a different rental company.

Second: The drop-off location is different from where you picked up the car from the Hertz company. I understand that this is normal but on the receipt, it says to drop off and pick up at the same location with no time restrictions or specific floors annotated. So, the Hertz parking lot is not their designated return section and there are no signs posted to notify the customers. It would be great if they specified in person and on the receipt and received the drop-off location instructions or had signs posted. Make sure you ask the exact location because again, the unhelpful ladies manning the front desk will not tell you that during the pick-up and drop-off.

Third: They are not 24/7 so make sure to plan especially your drop-off time. We booked only for 1 day (24 hours), completed early, and tried to return it ahead of time (7 pm). There is no rental drop-off box as well. We parked it in Hertz's designated parking spot instead of the same building. We found out later that there was no drop-off after working hours. This would have been great if we had been notified ahead of time by customer service or had signs posted.

Fourth: Customer service representatives lied. They did not accept my husband’s temporary driver’s license (DL) saying it’s not acceptable. He just came back within 3 days from being stationed overseas for 3 years. California for active duty military is valid beyond the expiration date (both of us are active duty military) and he has a copy of his temporary DL with him, showed it to the representative & firmly said, they do not accept it. So I had to wake up my 20-month-old daughter and bring her to the rental company, went to talk to their representatives, and asked them simply how come temporary DL is not allowed. She replied, not answering my question, and told me my husband showed her the receipt. My husband showed both the temporary DL and receipt to her. And I also have a copy of his temporary DL.

Fifth. On the return date, we tried to drop the key off at the front desk (like the places we rent the car to), the lady was rude again because we parked it at the assigned Hertz parking lot, and she said, we parked it on the wrong floor, we have to park it at the mezzanine. Even though we parked it in their designated parking spot, we ended up paying $38 for the overnight parking. There should been have signs posted and should have been said during the pick-up or at least written on the receipt like how they scramble some info on the receipt.

Finally, the man manning the mezzanine was so cool, respectful & professional. The guy at the gate of the Hertz company was also...

I made a rental reservation at this agency, and I deeply regret it, mainly because the rental was not honored as it should have been. On top of that, the staff on site were particularly unpleasant and unhelpful when it came to dealing with a computer error that clearly originated from Hertz. No solution was offered.

I booked an economy compact car and ended up with a RAM truck. No matter how much I explained the issue, they kept insisting there was no problem and that I had specifically requested such a vehicle—which was not the case. The discussion went in circles, and the further it went, the more it felt like a scam. No solution was provided, and the two staff members on duty during my visit (between 8:30 and 9:30 a.m. on September 16, 2025) were rude and dismissive.

I strongly advise you to rent a car from another agency in San Francisco. To me, this is a scam. The agency didn’t even take responsibility for the mistake, and when I requested a full refund, the paperwork was improperly issued—just a simple signature with no agency stamp. Right to the very end, the service was disastrous. Avoid this agency at all costs!

I just finished reading your response to my message… Always fascinating to receive something completely meaningless, with—yet again—no apology whatsoever for what happened this morning, nor the slightest hint of a solution. Truly, thank you ever so much. And of course, thank you for “passing on my comment to the relevant department for analysis.” Let’s be clear: I fully expect no follow-up, no solution, and plenty more empty phrases. And honestly, how could I not recommend your agency, especially given the outstanding competence, professionalism, and kindness of your staff? Absolutely remarkable. My only real advice to anyone considering your services:...

Avoid this place at all cost! Zero stars if I could.

We booked a car for 9.30AM to drive from San Francisco to Los Angeles. When we got there, they told us that we had to wait an hour as there were no cars - “it’s Summer, everyone needs a car”. Was already upset as we needed to leave on time as it was a long drive. We could not understand why there wasn’t a car because we had made a reservation a month ahead.

In any case, we left and came back an hour later. When we got back, all they had was an EV and was “forced” to take it. It’s our first time using an EV, so we asked questions about the distance (sales rep Baron Pai said it would take us all the way to LA - LIAR) and how to charge (“all you need is a credit card”).

Much to our horror, the EV clearly doesn’t cover the distance from San Fran to LA & worst, we couldn’t charge the car as ChargePoint requires an American credit card to use the American App Store (word of advice: this info should be shared with all clients before pick up).

We called to get a solution for this and there was none. One suggestion was to drop off at the nearest Hertz to return the car and terminate the contract without a refund as there were no cars available to swap. We had paid $1,000 for a week’s rental, clearly this was not a fair solution. We had no options so we headed to Monteray Airport (closest outlet).

Miguel from the Monteray outlet was the only person who cared about our situation; he helped us with various relevant solutions. Ultimately he saved the day as we were lucky enough that one person did not show up to collect their car at closing time. We managed to get a gasoline car and made our way to LA.

Overall, we will never use Hertz again in the US as everyone (except Miguel!) had zero product knowledge, compassion and...