Literally the worst bunch of careless lousy assholes in the world. I've been here a few times. Always 50/50... They literally don't have cars half the time. But today, I pulled up 1 minute before closing time on Friday (they are closed all Saturday and Sunday), on my way to pick up my daughter, after picking up a rental car in SFO, and while ON the phone with hertz, because the engine line came on on the wall here and car was overheating and I almost crashed.... and these sons of bitches waved me off. I repeatedly yelled emergency, again I'm on the phone with hertz, and dangling my rental keys in the window and begging them to walk over.... And I've been standing off here now for 40 min, after being on hold for over an hour, after picking up a broken new car, and after getting to this location right before closing... And the corp office doesn't know what to do and my plans are ruined for my daughter, and these sons of bitches are still just sitting there. Please Lord don't let me see these non-men out this weekend while I'm stranded here. In the meantime, because of them being complete pieces of shit... Hertz know needs to reimburse me for my whole weekend. 2 middle aged Mexican men. 1 cleam shaven and 1 with chin strap and goat-tee beard. Both salt and pepper hair. read more

I had one of the worst experiences yesterday on Feb, 2nd 2026 at the Napa Hertz location on on 6th street off of Soscol. I booked my rental online earlier in the day for pickup at 3:30pm. It said my car was reserved and since i'm a Gold member my card on file was charged. I was going to keep it for 3 days. I arrived at 3:15 and said I was there to pickup a rental and it was immediately a negative response. "You have a rental?"....is the response I got followed up shortly by a " we have no cars." I asked if I could wait and I kept getting told that since I booked that same day this was normal. I also asked if they could help me find another location with cars and they hesitantly called like it was an innconvenience and saif that I would would have pay more for an SUV. The manager showed up and was actually less helpful with 0 customer service skills. I felt like there wasn't even an attempt to help and he made me feel like it was my fualt for booking same day. I had to Uber there and then back home. This caused me to have to drive my personal vehicle for work travel. Not only that, I asked if they could refund the money and said they could not and had to wait for one hour customer service call. Hertz should be ashamed of having this location and for hiring the type of people they have working there. read more

Poor service. The guys at the counter barely acknowledged us when we entered. The guy we dealt with had a pretty bad attitude and was not really helpful. Upon advising him of his poor attitude, he somewhat changed his attitude. He must not be happy with his current position. He needs to work on his customer service skills. read more

I reserved a vehicle at this Hertz location and was appalled at the lack of professionalism, common courtesy, and customer service demonstrated by the man behind the counter. I reserved a vehicle for one day and I took a ride share to drop me at the location. As I walked in the door and approached the counter the man behind the counter immediately told me he has no vehicles for me. I told him of my reservation and again without asking any information from me he stated he has nothing for me. I asked if he would look at the reservation on line and verify my confirmation number I received, he told me no then stated,"We do not honor reservations made online, the main office and the system does not know what I have and I only accept reservations made directly to this location by phone." He refused to share his name and there were no business cards on the counter, and he told me he had none. I took another ride share back and contacted customer service by phone. The Hertz Customer Service number employee explained they do not take complaints or transfer calls to another department. I was advised to go to the website and look there for how to contact Hertz in writing. It took 10 days to receive s response then an additional 4 days before I received a call to reimburse me for my ride share expenses. Never again! This was like "The Twilight Zone" terrible experience! read more

I had reserved a car a month in advance but through AAA. I called AAA when I was not able to add a day online. They added the day, sent me a confirmation. I then received an online check-in from Hertz, which I filled out with my driver's license, credit card, confirming the reservation. The morning of our pickup I tried calling 4 times to let them know our pickup time but it kept ringing then went to a busy signal. Although the new AAA confirmation said the right pickup time, when we arrived at the counter the "customer service" person made a rude remark about the pickup time was two hours earlier, but that our car had been returned late so it needed to be cleaned up, maybe a 15 minute wait. I showed him our AAA confirmation but he said Hertz had never received it. Our friends had dropped us off, so we had no way to leave. After 45 minutes, and no update on our rental, I approached this person, who proceeded to tell, in a very rude manner, shaking his finger at me, that if we had been on time we would have gotten the car we were supposed to get and we wouldn't have had to wait. I was very upset and did raise my voice back to him, and tried to show him my phone log, proving I had tried to call them, but he said I was in his "personal space" and to move back. He threatened to cancel our reservation when I told him I would be contacting Hertz as well as AAA about this situation. He then accused me of threatening him. We were without a car and needing to get to another appointment, which he clearly did not care about at all. At one point my husband, who is disable with Parkinsons, yelled at him to stop yelling at me. He was extremely upset, which only compromised his already shaky health. Once I stopped engaging totally with this person, eventually, one hour and 15 minutes later, he handed me the car keys and receipt, never showed me anything about how to run the car. We left, very angry and upset. This is the worst customer service i have EVER received in my 77 years on this planet. For what it is worth, I WILL be contacting Hertz headquarter and AAA customer service. This person should never be allowed in customer service! read more

I rent a car while my car was in the body shop and I returned it. But still haven't gotten my refund yet when I went to asked them in person all they say it's refund but it's not show in my bank statement they are liars I give this place the worst customer service and worst place to get a car rental never again!!! read more

Horrible customer service. The person we approached at the counter tried to blame us for arriving late. Per Hertz policy they should hold your car for at least 2 hrs after your reservation. This branch unfortunately did not do that and gave away our vehicle. They told us it was "first come first serve". Horrible experience that delayed our whole day, will never book with Hertz again. read more

Mikey did an awesome job- I have rented here before and each time has been equally smooth. I appreciate that these guys know how to find me the car I need and even called me to let me know what time to have it back by so that I don't get charged an extra day- this I am local here and this is the only place I would rent from. read more

1 star for Hertz and their policies 4 stars for the customer service rep that helped me 2 stars for the manager It's 2 days before my wedding trip. That's right MY wedding. I had a car reserved and prepaid for since Feb or March. Anyways a credit card I use for rental I have locked when not in use. I goto in to pick up and setup that Day and use that card and of course it declines. When I realized it was locked I unlocked it and I was told I could not proceed with the transaction. It was "company policy". This is either in hertz napa because there was no exception to policy or this is on hertz in general. read more

I would rate a 0 if I could. Don't rely on Napa Herta. I reserved a car a week prior. Since I had to catch a flight I pre=planned in vain. I called and asked for confirmation since many report that no car was available when they showed. They said a car would be available. I walked into the Hertz Napa office on Friday and asked to make sure a car would be available. The agent said it would be available and he wasn't aware of the poor reviews. Today, I went to the Hertz office at the designated date and time. The man said no car was available and he did not expect other cars to be available. And since I asked for a compact car he couldn't give me other cars. A gentleman offered to let me use his car but the agent said that was not possible. I was in an emergency to get to change a flight at SFO. I called to cancel after I got back home. The website phone number said there was no record that I showed up at the designated time and I will be charged. I tried to resolve it but you can;'t when you talk to a computer robot. Since it is the only Napa rental that offers one-way rental go to Winecountryairporter.com. Both Napa Hertz agents were cold and brusk. I'll have to return to their office to confirm that I was there at the designated time. I wonder what they might say. read more

Hertz should be embarrased and ashamed of this location. I live in Napa and rented a car online with Thrifty. (hertz owns thrifty) It confirmed and when I arrived the person there said no car. They dont do Thrifty. Even though they had cars, he would only give me the walk up rate which was $250 more. I left and booked with Enterprise. What a joke. So much for being a Hertz gold and Thrifty member. I am permanently done with them. Stay away. This is the worst local rental office ever! read more

Beware of online booking! Billing errors and impossible to get anyone at Hertz to correct them. read more

I have rented multiple times from Hertz in Napa and they are hands down the best rental company in Napa. My favorite person is Mike. He is straight up knowledgeable about the vehicles they rent and just an overall great guy. I rent from Hertz just because of Mike and his stellar service. I will be a life long customer of theirs hopefully for years to come. Please hire more employees like Mike. He makes your company look good! Please let him know I value him. Sincerely, Randy Schimm read more

2 days with confirmed booking and they STILL did not have a car. They did not call me or let me know. I had to walk with all of my stuff to Avis and get a whole new booking. Absolutely unacceptable that they did not let us know in advance read more

If I could give 0 stars I would . This place is a complete disaster and a waste of your time and money . NEVER patronize this location in Napa . Has the worst customer service I've ever experienced . Reservation 2 weeks before pick up of car ... tried to rent luxury model with discounts on daily charge and complete insurance from Hertz ad ... went into location 1 week ahead of time expedite booking ... was told I couldn't do that . Then at time of pick up was told NO luxury car or similar car ... given mid-size at regular prices ( maybe bate and switch routines) . Do yourself a favor and NEVER rent a vehicle from this Napa Hertz location . Customer service is non-existent . Ugh!!! TERRIBLE ! BAD ! Atrocious ! read more

The worst customer service experience in USA. Blunt, curt and brazen in attitude. Don't engage them. There is no guarantee that you will be given the car in-spite of a confirmed reservation. They just don't care. read more

Hertz Rent A Car - The front of the store. - Car Rental Near Me - Napa, California

Worst customer service. How many " I don't know " answers should one get to be totally annoyed. Absolutely no skills . Unapologetic. We had an appointment but was asked to wait an hour for availability. We were told the car assigned to us needed an " oil change ". Not a viable excuse. An hour later we came back and was told " nothing yet, we will call you when one shows up ". We're about to start a trip to Canada and this was a bad start. We have to adjust our timetable because Hertz failed to deliver. When we asked to cancel our reservation we were told that we have to call to cancel because it was already past the scheduled time. They couldnt do it at the desk. I would have asked to speak to a manager but I no longer had the time to waste, Hertz used up that window. Refuse to even give it a star... read more

It's a pleasure coming to this Hertz. Khalil and Brittany are always welcoming and helpful. Will definitely be back!

Was renting with Enterprise, but Ford deciding to swap me to Hertz. I was promised a comparable vehicle. Not the case. The Ford Edge I was rented had been in an accident and wasn't repaired (see photos.) Moreover, the bumper was partially held together with string and the wheel well felt was falling out. It had also been thoroughly smoked in. I smelled like a cigarette after 5 minutes of driving in it. Whoever had smoked in it scorched the center console multiple times. They apologized when I attempted to get another vehicle saying, "The other one is worse." $40 a day to drive a horrible vehicle that stinks. Rent from Enterprise. ***Update*** Four days later, the staff at Hertz made it right. They got me into a new rental. Clean and mostly damage free. I can't five star, but they did what they could. Hertz corporate needs to learn when to take a vehicle out of the fleet. read more

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Got a prepaid rental. They scheduled at 4pm. Location closes at 4pm. Arrived at 4:05 and location was closed. Terrible and got charged full amount without getting a car. read more

Just returned a car to Hertz Napa, California. I was charged for 6.6 gallons of fuel even though I returned the car at exactly the same level of fuel as I received (3/4 tank). I was charged $72.07 fuel. There is NO WAY to talk to a person at Hertz to discuss this. They have no live phone support. I was literally scammed out the $72.07. AVOID Hertz whenever you need to rent a car!!! The worst!!! read more

My wife returned her Rogue today. We were going to keep it for a week, but Les Schwab in Vallejo was going to have her CRV brake job this Friday evening. Upon returning the vehicle early, "Damar" (spelled name incorrectly on the first review) took the time to see if the daily or weekly rate would be cheaper. Thank you for exceeding our expectations with Hertz. As i stated before, this was my first time using Hertz, but it wont be our last. In closing, way to handle the Monday morning rush with poise and professionalism. You handled it all with grace. Kudos to you Damar!!! read more

I've been renting vehicles from this location for over 25 years. I have the worst experience from the manager by the name Sam. He's not helpful and rude. I had a reservation and for 2 days in a row he got me waiting for a vehicle and ended up with no vehicle. The old manager by the name Joe was extremely helpful and professional and always fulfilled my expectations. I end up going to Petaluma for a vehicle thanks to the other employee by the name Mike. The manager at Petaluma Fernando was very friendly and professional. I'm not planning to return to the Napa location ever. They have lost a loyal customer due to Sam who showed no respect to me and my wife having us waiting for 2 days and then wait 2 hours in their branch waiting for the vehicle that was promised to me to have ready for delivery to me that day. Sam left the office without telling me anything. The Napa branch manager has no respect whatsoever and should not be allowed to manage this company. Poor service and poor management. read more

This was singularly the worst attempt at vehicle rental I've had. Cars aren't available when promised. Management is so bad, I cannot imagine how corporate allows them to exist. L Only one customer service person seems to care about his job, or helping people in any way. And management just runs him around. I was here being treated like a 5 year old for 2 very patient hours, and never actually got the car I booked. I walked the 1/2 to enterprise and drove away from a very pleasant experience in under 10 minutes. You have options for car rentals in Napa. Don't waste your time at Hertz. read more

Now that is customer service. This Hertz location is a bit rustic on the outside. To be honest, you probably would not know it was a Hertz if it wasn't for their signature yellow and black sign. But on the inside, it has a well updated. HUGE SPACE. And the staff is friendly. Manager is even nicer & will make you feel comfortable and like a priority. They really do take care of their customers & clients. & if you do not like the vehicle or if it's dirty, they seem more than happy to switch or trade your rental with another -should one be available of course. read more

I had the most horrible experience with this Hertz rental location. I reserved a car weeks ago and on the day of the rental pick up there was no car available! What is the point of a reservation?! They allowed people who already had rentals to extend their rental periods and bumped my reservation! I was stranded for three days at home without a car. And to top it off the Hertz employee was unapologetic and rude!! My mom who is visiting from Canada was appalled this place is able to run as a business!! Must be lack of competition! Definitely go with either Enterprise or Avis and don't get screwed over like we did! read more

Terrible! Do not rent from this location. The women who runs this place provides terrible customer service. You cannot count on having a car, even if you have made reservations well in advance. And when you show up, asking for your car she isn't the least bit apologetic or helpful when she informs you she has no car for you. In fact she is rude. This has happened to us on more than one occasion. We are taking our business somewhere else. read more

Hertz has had its ups&downs over the years. One can no longer enter from the main street (Soscol), but on a side door. They were prompt in picking me up from the auto body maintenance place, and the saleswoman was quite helpful, right down to getting me situated with a car that fit my needs. The paperwork took awhile&it didn't help that the computer was being neither useful, funny, nor cool with the saleswoman. On my way out, there was a car parked in the middle of the side street&I was just getting used to my new pair of wheels (Nissan). I don't know if the car belonged to Hertz or one of the nearby car repair places- but this isn't laid back Portland (Maine) where you can be parked on a street for 15 minutes&everybody is chill about it. Pros- Very helpful saleswoman. She made sure I was acclimatized to my new car. High quality car in good shape. It fit my specifications. Very upfront about rental agreements, insurance, etc. Cons- The waiting area is bleak. No sweets, no coffee/tea/hot chocolate. The front door isn't workable, so you have to enter from a side street. They've improved slightly over the years in terms of customer service, but they could use a little more help. read more

I've used this location twice, and the customer service is slow and they don't have much options for cars. The first time I was given an old Hyundai that was dirty. The second time, I was given a Volkswagen Golf that had a check engine light come on, and none of the mileage features worked (refuel estimate, etc). When I brought it back, they charged me 150 dollars for pet hair. I spoke to the manager about the pet hair and she told me she'd send me pictures. An hour later, no pictures had come through and I called back. They told me that the pictures had no pet hair in them and that they would get me a refund. After over a week I haven't been refunded and when I called back, the moron who answered the phone told me that they couldn't rent the car for 3 days because of the "pet hair" and that the pictures (with no pet hair) were from after it was cleaned. Her math is very embarrassing for her and her parents, because I was told about the pictures the same day I returned the car. If it took 3 days to clean the elusive pet hair, why was it gone less than 24 hours after I returned the car?! read more

Called to rent a car in Napa because my car died as I got to town. The woman said "don't plan on using a debit card because you have to have a credit card" before addressing the inventory. When I said that fine she continued to explain that she doesn't want me to get there and not have any money. RUDE. I am shocked. She then came back and said the only vehicle she had was a $480 one day rental... when the website clearly says they have lots of other inventory. I'm literally shocked at how rude she was. read more

Honestly the worst customer service I've ever experienced. Made a reservation to pick up a car at 10am on a Thursday morning. The night before I was to pick up the car I get a call from a woman who said she was the manager at the Napa location, calling to inform me that my car wouldn't be there in the morning. I said, what? Why? She said in a very blaise voice, we oversold our cars and wont have any. Maybe by 5pm there will be one. I responded by saying, I have an important appointment at 3pm & that 5pm would be too late. I booked to pick up at 10am, that's 7 hours before the time you are saying I can pick up. She said, Soooo, cancel your reservation? Or you can wait till 5pm but keep in mind we'll charge you for the entire day use even though you are picking up at the end of the day. I said, wait... is there another location that would have my car close by? I'll take any car at this point, even if I have to pay more. This is like a super important appointment I need to be at by 3pm. Her response, I dont know? So do you want me to cancel? Completely dismissive tone. I mean WOW, this is such poor service. Got off the phone with Hertz, called Enterprise rent a car and they were genuinely concerned for me & stayed on the phone with me until they found me a car. AND, THEY MATCHED HERTZ PRICE ON MY ORGINAL RESERVATION EVEN THOUGH THE GOING RATE WAS $50.00 DOLLARS MORE AT TIME OF BOOKING BECAUSE IT WAS LAST MINUTE. Now that's Customer service!!! Amazing that even last minute Enterprise was more helpful, kind and considerate than Hertz, who I had a standing reservation with. I will never use Hertz again. They should officially change thier name from Hertz to Hurts. Because that's what they do best to customers, hurt them, not help them. read more

The facility is easy to spot near the railroad tracks, with just a few minutes to confirm our reservation and get our car we were in our way. The car was practically brand new and smelled nice. We didn't have any issues with the charges in the end and everything was nearly what it was estimated to be. Returning to another location was simple which was nice. read more

I would give them no stars if I could. First off, the women in the front desk are RUDE!!! Which I questioned why they were so rude so early in the morning, just for them to ignore me. I had questions about how rentals and insurance claims work and I got a very rude and stupid answer from the front desk woman. They don't care about customer service. They had no cars available and I ended up with an old, dirty car. It was dirty outside and the inside had dog hair all over the back seat. I requested to be notified once a bigger car became available as I have kids and strollers which did not fit in this car. I never got a call. Thankfully my auto body shop finished my car fast (2 days). These women have no sympathy for customers, especially those of us with insurance claims. They have no clue what kind of accident one may have went thru. I wouldn't recommend these people at all. They're a preferred AAA provider, had I known AAA also does enterprise I wouldn't of used these clowns. Overall, unless you want terrible service with an attitude and dirty, old and crappy cars then I wouldn't suggest you come here. On a side note: The only kind and pretty nice person was the gentleman who picked me up from the body shop and drove me to the rental place. He was the most positive part of this terrible experience. read more

Mary was very helpful and made sure I got out quickly even though they have to scramble for cars in the morning. I have always had a good experience hear. I am sorry if you have had problems here.Hopefully my good experiences continue. Al read more

The worst customer service I have ever experienced......this is the second time I've had to rent from them .the woman at the front desk was just rude. The customer service needs improvement. The worker i interacted with looked bored ,disinterested and displayed plenty of negative attitude! If I ever need another rental I will probably not be coming back here. first impression is what people are going to remember! read more

Came in this A.M. to pick up a rental. (reservation made on Expedia). When I arrived I was told there were no cars. That was just the beginning. Then I was made to feel like it was my fault that I came in when there were no cars available, because the phone number on the reservation was incorrect. When I asked the kid behind the desk to update my information in the computer all he did was write my phone number down in a piece of paper. I was never offered an apology. I was never given an ETA for my rental car arriving. The kid "Chas"(he probably gave me someone else's card) behind the counter just told me to call Expedia. It's been almost two hours and still no word from Hertz. If I could give zero stars I would. This place is a gross and dirty joke. Now I have to waste more time trying to get my money back from these guys. read more

The women that work here are beyond rude. First, they didn't have a car for us (which was reserved well in advance). My husband went back inside to ask a question, and just like that! A car--sitting right outside the front door--was available. I went inside to ask for cleaner and a rag--the passenger seat looked disgusting--and that's when all hell broke loose. Let's just say, they have lousy customer service and refused to help me. When I asked to go to the restroom (wanted towels and soap) I was told they don't have a restroom and they would have to ask me to leave. Employee and manager don't have names or business cards...imagine. read more

Honestly if I could give them zero stars.. I would. We booked a car with them during the week and they decided it was a good idea to cancel our reservation an HOUR before we had to pick up the car. Michael who was at the front desk told us he could have a car for us by the afternoon and then when we showed up he said he wouldn't have anything for the day? His manager then comes out and makes a snarky comment saying he didn't care about anyone who was canceled on. This place is super unprofessional and I wouldn't recommend them to anyone. read more

Terrible service, do not rent from this place. Waited over an hour for them to give me a compact car when I needed a full sized sedan. They told me they didn't have any full sized sedans and they were giving them to other people who were picking up and did NOT have reservations. They were not working with us and our needs at all. read more

Unlike other reviewers, the only good thing about this location was the service. I thought the staff was friendly during pick up and drop off of the car. The car was ok. Not the best, but we also needed something cheap for a couple of days. The things I did not like about this place (and have lead to the 2 star review) are #1 it closes at NOON on a Saturday (WTF??), #2 there is not an option for after hour drop offs, and #3 if you don't get there by noon, they will charge you until Monday because they aren't open on Sunday. This is just robbery. Why do you close at noon on a Saturday?! I get it. It's Napa. It's beautiful. Your staff also wants to ensure their Saturdays. Great. Have a drop off option! It's wrong, and absolutely rude, to not have an option and then charge your customers for two extra days. You can tell this location does not actually care about their customers. read more