Hertz Car Rental - Pasadena - E Colorado Boulevard - Pasadena, California

DJGHOOST1999

“Stan” here is being RUDE and Unhelpful. He’s being rude even after we made a reservation online, got my card over the phone earlier today, and when we arrive here, hot, tired… This Person says “we don’t have any cars available” and seems that doesn’t care we have a reservation here. He just doesn’t seem to help, just told me to go to another location see if they can help.. What’s the point of a reservation? I should’ve been told this beforehand so I could’ve went with another company and not have to be away from home without a ride….. Can Management or corporate reach out please?

Kristy Okada

Long wait: I had to wait nearly an hour to check in and get a car despite having a reservation. My car was also not ready so the front desk person had to clean my car, and I had to wait for that. When I returned my car, I came in the morning to see if I could avoid a long wait and there wasn’t any line, so I’d recommend coming before 11am!

No late night drop off: When I booked through Expedia, it seemed like I could do a late night drop off but this was not the case. You can only drop off during business hours.

Good service: Despite being absolutely slammed, the workers were patient and nice. I could tell that they were doing their absolute best despite annoyed customers.

Tianheng Liu

Had my reservation and arrived right on time, got told that "they don't have a car" and I "had to wait for 4 hours" before they could be sure if there would be a car available. Then what's the point of the reservation? I didn't have 4 hours to wait there just for a possibility and had to just Uber back to my hotel to find other solution. I'm a gold member of Hertz and had many rentals in the past and never had experience like this. What's wrong with this location?

EDIT (as I can't reply to their reponse):

I've seen many of their replies to the bad reviews saying they'll forward that to management for review. I honestly doubt whether that would ever happen or not - not asking you for the confirmation number, not providing way for customers to track the "management review". If I'm their manager, what should I review?

I'm going to find a way to escalate this.

People at another location told me they probably didn't like my reservation because I was returning the car to a different location. I'm like what? These guys don't "own" the cars, they just got hired to operate on them. Who gave the permission to them to deny their customers?

If you really didn't have cars, put the information on the system so customers would not make the reservation. Or communicate in advance so your customers would have the opportunity to make other plans. But instead, what they did was skimming through a handwritten list and telling you to wait for 4 hours when you are already there.

Honestly, just avoid this location if you can. Why let people at this location even have this job if they don't know what professionalism is?

Joyce Lo

Worst and slowest Hertz rental ever. We’ve waited in line for over an hour now. We really hope they still have a car available once it’s our turn. All the customers are waiting around and there’s an air of frustration.

We went to Enterprise down the street instead and they were able to help us immediately. Save yourself the time and go to Enterprise!

John Kim

Reserved a car through the Hertz app. Got to the location and waited almost an hour on the line. The one and only employee at the rental desk (Dewan) was on the phone with someone for 20 mins and seemed like he enjoyed the frustrations growing on the waiting customers faces. He kept repeating himself and purposely dragged the call on for as long as possible. There was 6 people on line in front of me and when It was finally my turn, he said “we’re out of cars”. I showed him my confirmation number on the app and he said “there’s nothing I can do. We have no more cars”
I wound up going to Enterprise down the street with no reservation and still got a rental at the same price as Hertz. Do not go to Hertz. The app is useless. What’s the point of giving you a confirmation number if nothing is confirmed!?

Peter Wang

Scam! We waited for 40minutes due to the long line, and they just told us there is no car left available. We then followed their instruction and called the customer service, who confirmed the cancelation of the rental. After 1 week we were charged 35 dollars; we called them but they just kept saying they are busy and don’t know why. I’m starting a dispute with bank now and will report to BBB.
By the way, the local branch staff is more than rude and indifferent.

Jaques Anthony

I have rented from here at least 10 times, so plenty of experience. The service is mediocre at best, sometimes very poor–with the exception of one gentleman who works here and seems to be the only one with any sense of customer service. They are extremely inflexible and do not like any changes to be made–want to add a driver or switch credit cards when you try to pick up the car? Good luck. They NEVER have enough cars. You will not have a choice of vehicle when renting here. They turn down customers with recently-booked reservations left and right, and are not apologetic whatsoever. (Oh yeah–they always have tons of Teslas, but you will NOT be upgraded to one for free if they don’t have a car for you. They will politely tell you to kick the curb or pay for the upgrade). Call in advance to confirm your reservation if you really need it, or just go to enterprise down the street. They offer exponentially better customer service.

Tatyana Oppenheim

Even though first I was told they’re overbooked and no cars available (I had a reservation from the same day morning) eventually I got the car pretty soon. Staff was lovely and I was treated with respect