This was an extremely frustrating experience. I tried calling this Hertz location multiple times to get basic information about renting a car and checking availability, but I could not get anyone at the local branch to answer. Each time I tried to speak with someone directly, the call either went unanswered or felt like it was being disconnected. I understand places get busy, but not being able to reach anyone for simple rental information is unacceptable. Customer service matters, especially when people are relying on transportation. Based on this experience alone, I would rather take my business somewhere that actually makes customers feel valued. There needs to be better accountability for the level of service at this location. read more

It's hard to find the spot because there is very little signage, but it is right next to the Hyundai dealership. That said, they are efficient and very helpful. Got a nice upgrade and we were in and out in a flash. Campbell helped us and he was excellent. Super friendly and really went above and beyond. read more

Hertz Rent A Car - Us in a car - Car Rental Near Me - Tustin, California

New location same same horrible service they did not have the car on site when I got there 15minutes early. They asked me if I could drive 30minutes away to pick up the car. I'm not a religious man but I pray to the higher powers to send help to this location. Finally get to the location 30minutes away and they want to charge me more and tell me I have to drop it back off there. Not sure if the cheaper rates are really worth it. ROACH crawling on the walls. read more

Hertz Rent A Car - Roach in lobby - Car Rental Near Me - Tustin, California

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Disappointed to find out they don't do the Amex Platinum upgrade didn't even acknowledge it . The reason I came here was to use the perks I got none I'll find a different spot next time read more

This is actually the first time I did not get any service from a company when I was expecting one. It's just unfortunate that it was at a time that I really needed it the most. After reading through these reviews, I would've settled for mediocre customer service, because at least I'd be getting SOME type of service. In this case I actually got none. But maybe that's for the best. My car is at a repair shop, so I submitted a reservation rental through my insurance and even received a call from a Hertz call center to confirm the reservation. I was really glad to hear they also did delivery, which is why I decided to go with Hertz. I attempted to call this location eight times throughout different hours yesterday with no one picking up regardless of the number I pressed with the automated answering machine. I had to call one of their call centers to let them know no one was picking up and they were more than happy to set up a rental delivery on my behalf. All they told me was to call an hour ahead of the scheduled delivery time to confirm, and to call them back at the call center if no one was picking up. For some reason I still had a lingering feeling that this delivery was not going through since I couldn't get ahold of the actual location itself. Fast forward to today and still no response from the Tustin location after calling. I had to call their call center again, who also couldn't get a hold of the Tustin location, so they forwarded my information to the local managers. By then I was so frustrated with the lack of communication that I ended up going with a different company. All I wanted was a form of transportation to get to my job, which I guess no one in this location has since there are no signs of life in Tustin Hertz. All the communication to get this car seemed to be one way, me trying to reach their location and call center, with no call backs in return (with the exception of the first notification of a rental reservation). Please don't go here if you want any type of service whatsoever, because you won't get any- good, subpar, or bad service. read more

Hands down the worst car rental experience I've ever had. I was given a loaner vehicle from this company through Tustin GMC after my car broke down. The moment I got into the car, it reeked of dirty diapers. Unfortunately, I had no choice but to accept it since they claimed they had no other vehicles available. I attempted to contact them numerous times--literally called over 100 times--and never got a single answer. The vehicle itself wasn't just disgusting, it was mechanically unsound. I drive uphill daily, and while nearing home, the car struggled so badly it felt unsafe. I didn't want to risk driving it again, so I had it towed--something I have documented proof of. The next day, I returned the car to a nearby Fullerton branch. The manager there said he couldn't accept it due to company policy. So I drove all the way back to Tustin and spoke with the agent, who then redirected me to another manager at a neighboring dealership. On my way in, I called the office number again. As I stood outside the door, I could see the manager inside laughing and chatting casually--while my call went unanswered. Keep in mind, I had been calling for days with zero response. When I finally confronted her and asked why no one picks up the phone, she insisted they always do. I showed her my phone, still actively calling, and she became noticeably uncomfortable. I explained everything--showed her videos, AAA invoices, and receipts. I had the vehicle for nine days, even though it was unusable for four of them. The dealership only covered six days, so I had to pay out-of-pocket for the remaining three, despite the car being broken for nearly half the time I had it. I requested to speak to the area manager, who promised to review my evidence and either issue a refund or at least follow up with a resolution. That was in April. It's now July, and I still haven't received a single call. Avoid this rental company completely. If a dealership tries to send you here for a loaner, ask for reimbursement instead. You'll likely end up with a filthy, defective car, terrible customer service, and absolutely no help if anything goes wrong. read more

I was a victim of a DUI hit & run recently and my insurance gave me the option to get a car from an competitor that starts with an "E" or Hertz. The other rental car place does not have cars in the price range my policy gives me per day. Hertz has a wider selection and range of prices to choose from so I decided to give Hertz a go. They picked me up at the body shop and got me to the Rental office in one piece. The female employee was very friendly and empathic to the situation (hit n run) and went the extra mile to make things as painless as possible for me. I told her my insurance policies per day rental budget and she was able to make it work for me. Even upgraded me to the next size up. As we were walking out to the lot - I saw that they had an Polestar 2 and I asked how it was to drive one of those. Her response was "you can see for yourself, we can do that car for you". YES YES and YES! I'm already set up for an EV with my current car that is in the shop. So, this works out great! This office is actually on the Tustin Mazda dealership and they seem to have a great fleet of newer cars. The employees are nice and go the extra mile to make sure you're taken care of. Once I returned the vehicle, they were able to drop me back off at the body shop. I hope I don't get hit again, but if I do - Hertz has earned my business! read more

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We needed to rent a car on short notice as our car was going into the shop. Luckily, Hertz had exactly what we were looking for at a great price. Your typical rent a car experience is usually tedious and exhausting, however we had an excellent representative in Ashley truly go above and beyond in her service. Ashley helped us source a specific vehicle in short notice, and was also efficient in accommodating our timing. She really elevated the experience and have made us huge fans of Hertz Tustin! read more

Worst location. Both for pick up and drop off. There's only one person working and in both instances (over a week apart) there's new workers. The management has failed to put the team in a position to succeed. Unfortunately, I'll just go to National down the street since they're more staffed. It is inside the Mazda office and it's just really inefficient. If you do plan on picking up from this location or dropping off, come early because it'll take at least 30 minutes to complete the transaction. read more

I wish I could give zero stars. Sketchy business practices, terrible customer service, and overall worst car rental experience of my life. I was the victim of a collision and chose this place from the options the insurance company offered. I reserved a Mazda 3 or similar, because I have a very small garage space. When I arrived to pick up my car on 12/7/23, they tried to give me some sort of crossover that was too big for my garage. I insisted I needed a smaller vehicle, but they said they didn't have any. Apparently reserved does not actually mean reserved. When it became clear that I was not going to accept a larger car and was considering going elsewhere, it turned out they did have one small car available. On 12/15/23, my car was ready at the body shop. I called to let Hertz know I would be returning the car after work, around 5pm. I asked if I could get a ride to the repair shop after returning it. I was told to instead leave the rental at the repair shop and Hertz would pick it up there. I expressed concern about doing that, and asked how they would know when and in what condition it was returned. They said don't worry, they pick up cars there all the time, just leave the key at the front desk of the shop. So that's what I did. I got a notice from the insurance company saying they had paid and closed the repair claim. So imagine my surprise over a month later, when out of nowhere $205.99 was charged to the card I had used for the $50 deposit hold (which had long been released). When I called to inquire about it, I was told the insurance company hadn't paid them so they charged me. I asked why they didn't take it up with the insurance company, knowing that they were the responsible party for payment. I told them I had verification that the claim had been paid and closed, and that they had told me my card would only be used for the deposit hold. I was then told that the insurance company only paid until 12/15 and I kept the car until 12/22, which was ABSOLUTELY FALSE. The guy on the phone was incredibly rude and unhelpful. I was told there was no manager I could speak with, it was unlikely I would be refunded, and if I was it would probably take months. He told me to take it up with the insurance company. When I tried to explain the car had been returned on 12/15 and their mistake placed a financial burden on me he said, "Thanks for sharing, I have a customer." Over the past 3 weeks the insurance company tried to help me resolve this and got nowhere. Both the insurance company and I received verification from the repair shop that the vehicle and key were left with them on 12/15. I am now dealing with Hertz corporate, trying to get it straightened out. My guess is that they either forgot to pick up the car until 12/22 and tried to charge someone else for their error, or they tried to scam the insurance company, and when that didn't work they scammed me instead. read more

Positives: This review is long over due for Ashley & Theseus. I have done business here a few times and the service has been great each and every time. The staff is always friendly and attentive. This place has been the only place to provide me with the exact car I reserved each time. I like how thorough Ashley was with billing. Even though I have now moved to a different city I still made the drive and came back to this location because I know that here I won't be disappointed. Unfortunately, I can't say the same for the other locations. ***A quick tip to all car renters*** PRIOR to hitting the road, add your rental to your FasTrack Toll account. As soon as I got the keys to the rental I added my rental to my toll account for the days I would be driving the car. If you skip this step and try to add the car after, it will bill the rental company and there's no way to undue that! Cons: * No on site parking. The closest parking is Costco a block and a half down the street. * Sometimes they don't mention registering your car with your toll account prior to driving away and I think it would be beneficial to the consumer to know this information prior to take of. * The office doesn't take calls and any questions or adjustments all have to be done online via their website which is limited. This is more of an issue with corporate than the location itself. Overall the reps were great and their selection is always great. 5/5 stars read more

This was by far one of the worst rental places I've ever been to. As I walked into the office, I saw two gentlemen, just sitting there on their phones, ignoring a room full of customers. When I asked for some help, I was given a dirty look and continue to be ignored. when they finally started helping customers, I realized one of the gentleman didn't even work there. He was just hanging out with his friend at work. I was then asking how long it was going to be for a rental card to which Theosis the employee replied, he doesnt know and if if I had a problem waiting he won't be giving me a rental car. Tustin police than had to get involved because he became extremely aggressive. When I tried to contact his supervisor she was unreachable. Her name was Ashley allegedly.... But the employee probably gave a fake name and email. Either way never go here. Worst experience ever. read more

Hertz Rent A Car - This was his friend who is not an employee that was hanging out in the office with them. Beware. - Car Rental Near Me - Tustin, California

They tried to SCAM me for PRE-EXISTING DAMAGE. I recently rented a Tesla model 3 from Hertz Tustin and it will be my last. The pickup experience was smooth, but after I drove it home, I noticed a small crack on the windshield. I took a picture of it to document it and sent it back to Hertz via email. Two days later, I took the car back, and another guy helped me with returning. The guy checked the car, he asked me about the tiny crack on the windshield. I said it was already there and I showed him the photo I took. Apparently he didn't buy it so he asked Jose who rented me this car, Jose said the crack wasn't there. We then checked the pre-rental photos Jose took, you can barely see the crack in the original photo and I tried to show him. He said "Any of the spots on the windshield could be a crack". We argued for another 15 minutes, he then found the car wash guy to check the crack, the car wash guy said the crack was there originally but it became bigger(WTF??). At this point he was so convinced that I caused the crack and was lying to get around it, even after the car wash guy said it was there. He told me he's just going to file an accident report and Hertz will bill me. Luckily, a lady who appears to be the manager came in and told him the crack was pre-existing, and was just hard to capture under sunlight(Thank you for being honest). The guy apparently didn't like being proven wrong, he still kept his defensive attitude "I wasn't the one renting you the car blah blah blah". I was shocked at how unprofessional this Hertz guy was. He did not give a single bit of apology after being proven wrong and wasting me nearly an hour with this. Finally, For Hertz, please train your staff better and have more detailed pre-rental damage inspections instead of having to base on words like "He washes these cars everyday so he would know all the damages", stop pulling SCAMs like this. For anybody renting from Hertz, please take a full video walkthrough while they walk through their car because they WILL try to blame pre-existing damage on you. read more

Hertz Rent A Car - Car Rental Near Me - Tustin, California

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Staff works so slow it is unbelievable. Takes about 30 minutes to rent a car out to a customer. I returned the car 90 minutes before it is due, they took my car but processed the paper work 2 hours later. I was charged with late fees. Go figure am I a happy person or not. It took me over an hour to call the corporate office to reverse the charges. Renter be aware. read more

Unless you are renting a high model car, you may get some sort of delayed service, but if you're renting a small economy, expect to wait over an hour while others are getting taken care of ahead of you, even those who came 20 minutes after you. It's insulting more than it is disappointing. read more

Ashley the manager at this location is super awesome!! Shes always friendly and accommodating and always gets me hooked up with a car!! This is my go to location for a rental car!! read more

I rented a cargo van from this location. Unfortunately the back up camera was not working which is a safety issue when you can't see where you're going in this large van. When I returned the car, I asked to see if there is something they can do to make this right. Jovanni called his manager who wasn't in but she was not available. He texted her so I waited around. Still no response so he said he would give me a call. A week later and no call. I called them back and spoke with Jovanni. He said he was unable to provide anything since it was a mechanical issue. No explanation or apology on why there was no cal back. Doesn't makes sense so I talked to his manager, Ashley. Straight out rude from the beginning. No apology what so ever. She said this was an inconvenience but not a guaranteed feature. She had the audacity to tell me it was working when it was rented out to me. Not worth wasting my time. By the way, Manuel was very nice and professional when I picked up the car. He should be the manager here. read more

Hertz Rent A Car - Car Rental Near Me - Tustin, California

Try to go anywhere else. I had a last-minute work trip, work booked a car for me here. No one greeted me, they all seemed fixated on repairing a super old damaged office chair right in front of the door. Then I was told that I'm on a no rent list and couldn't get the car. I just left, called into the car rental company and of course I am certainly not on a no rent list. Not sure what's going on here but it doesn't seem like a real business read more

Very happy with my overall experience! Jose was extremely professional, friendly, and easy to work with. From the minute I walked in, he had a big smile on his face. He went the extra mile to make sure I got the car I wanted and not just any rental. So, if you're in need of a rental, go to Hertz and ask for Jose. You won't be disappointed!! read more

This location is terrible. The ONLY way to do business with them is to appear in person. They never answer the phone and when u finally drive over the attendant says she was "busy" that's why they don't answer the phone. You also can't leave a message. It just rings and rings. And the website and 800 number can't help either . . So next time it will be enterprise! read more

Customer service is horrible. Car availability is poor. The manage, a woman, wasn't very helpful. I told her I had been calling and left a voicemail and no response. She said she was in charge of the phone, I confirmed their number and call them in front of them and the phone didn't ring. read more

They always hook me up with a good ride at a decent price, and never have to drive or Lyft too far to get my car. They'll even pick you up if you plan ahead and add this service to your rental reservation, and are located within 5 miles. Hertz usually has good discounts on their website so check in advance and the sooner you book the better the price generally. They have a limited selection of cars here, but you can book pretty much any class of car (besides exotic) at this location. Place: In the Tustin Auto Center, proceed past the service of the Mazda dealership into the little office and boom you're there at the counter. It beats me ridesharing to Anaheim or Santa Ana to hire some wheels as I have done a few times in the past so I'm pretty happy about that. And I rent a car 2-3 times a year so I'm pleased to keep coming back here. Pro tips: Check the hours so you can be sure to return it before they close. Generally they'll close at 6p but hours vary. Also there's an after hours return which is super easy if you're dropping off early or want to bring back on a Sunday. Always book the smallest car you can get away with, then if they don't have that they'll upgrade you no problem. I normally use the AAA discount on their website but they may be offering a cheaper special from time to time so try them all. It's also a few bucks cheaper if you prepay as long as you're not needing to cancel so look into that to save extra dinero. You can receive Hertz Gold rewards points as well, to accumulate free rentals or miles. read more

Horrible horrible customer service .. the so called manager was extremely unhelpful and when we asked her to call another location she literally said ' I'm busy I have way too much work to do and btw that's not in my job description' LOL ... there were 3 other boneheads in the office .. none of them doing a thing .. sitting on their rears... HERTZ needs to up their GAME big time or they will get put outta business by LYFT and UBER .... read more

Reserved a midsize car and when we got to Hertz to pick up our car, they did not have our car. Manager told us to drive to John Wayne because Hertz at John Wayne took all their cars. Went to John Wayne and the Hertz's at John Wayne called the manager a lair. Wow..... Hertz's at John Wayne had no cars available. We ended up with a compact car at Tustin. Poor customer service, they don't honor their reservations and Hertz will send the customer to find the car we reserved, which there is no cars available. Will not make any reservations with Hertz anymore. The compact car we received smelled like cigarettes, not clean at all. read more

Excellent customer service I've been coming here for over three years . The Manager Ashley is very friendly love dealing with her every time my son and I rent cars don't mind driving extra miles because its worth the drive. Highly recommend this Office. Cars always have gas and very clean has a variety of cars to choose. read more

Car insurance was paying for a rental here because someone ran into our car. We had to get our car fixed elsewhere, shutteled to here but I figured it would be a simple process. In the shuttle we had to listen to political right wing radio the entire ride to Hertz!! How completely unprofessional! The driver just nodding along or offering comments neither of us want to hear. Welp. We requested a bigger car, said it was reserved etc. My husband is 6'2 and a big guy. We were given the SMALLEST car I've ever had in my life. We both were stuck against both sides, knees to my chest, my husband's head on the ceiling. So uncomfortable. They said "well it's the only car we have" WOW. They promised us they'd call the moment they had another car to swap out because this was ridiculous. INSTEAD they never call. Surprised? I'm not. So anyway. Day of return. Only one guy working in the office, fine, it happens. Line forever, took a long time, I can understand that too. However, we get into the office, I complain about not getting the car we wanted and being stuck in this small car for an entire week. No apology, no empathy, no nothing. Just "oh, that was unfortunate". Wow, thanks a bunch for your sympathy. Obviously doesn't care AT ALL. Then, we need a shuttle to the car body shop like we got before. Well, there's no shuttles! I said we need to be taken there we have no other way to get there. He says "well maybe I can have someone take you in thirty minutes if you want to wait?" I already said we didn't have a choice. Didn't even ask where we needed to go. Didn't even inform the car wash person or whoever we need a ride but supposedly we'll be able to go in 30mins. Better business practice would be to pay for a lyft, why make your customers wait? I've been to car wash businesses that'll pay for a lyft for me to go somewhere while I wait. I can't believe a car rental place doesn't even have this option!! Completely aloof, out of touch and just frustrating to deal with. read more

Absolutely THE worst customer service anyone could possibly receive. Complete unprofessionalism and they do not seem to care whatsoever. You should not be able to attain a job in customer service if you aren't capable of presenting yourself in a respectful manner. Incredibly ridiculous and outrageous. read more

I made a reservation for a van four weeks in advance to be told they didn't have any vans available when I showed up. Customer Service tried to provide an alternative but it was too small for my needs. Hence the need for a van. Make sure you call them before heading there and wasting your time and money to not find the car you reserved. My bad luck with Hertz. read more

My rental drop off could have ended in a way you would never want your customer to experience, but instead the manager went above and beyond to take care of the situation! Thank you so very much!!!! read more

Overall, I cannot say enough good things about Ashley and the exceptional service she provided. She truly helped me out to make my rental experience a great one. I would highly recommend Hertz and specifically Ashley to anyone who needs a rental car. Thank you Ashley for your outstanding customer service ! read more

My son and I are so grateful with Ashley the Manger at Hertz because she went beyond to find his Dre headsets that he had left in the Mustang he last rented recently. Even though the car was rented out after he told her she made a call and asked the new renter if they could please check and that person said no there was nothing in the car. When the Mustang was returned she knew it couldn't of disappeared and made it her mission to find them which she did. They were stuck inside the case underneath the driver seat. She made sure to have one of her guys take them out carefully without damaging the case. Excellent Customer Service!!! read more

Bery friendly, nice selection of cars and Jose was very, very helpful when I returned the 2023 Honda Civic today, 11/4/23. THANK YOU!

Needed to get a long term rental for work and Jose was super helpful and committed in getting me set up, especially given that I had last minute change on pickup and drop off dates. If you rent from this location, ask for Jose! read more

Trust the other bad reviews here. We rented a car from this location and ended up getting chased out of the building by the "manager" Ashley, who was refusing to be helpful in any way. She slammed the door in our face and proceeded to call me a di**head. Shame on hertz for having terrible customer service like this representing them. read more

Wow. One word to describe our experience from initial call to turning in our vehicle. We contacted Hertz through the AAA site for our Mammoth trip and we are so glad we did. I spoke to Ayman at this location who reserved my car quickly and efficiently. Upon arrival to pick up the rental car, we were greeted immediately (even though they were busy with other customers, they greeted us and let us know they would be with us shortly--so nice!) Mario introduced himself saying his partner (Ayman) was out right now getting our vehicle for us. We literally waited like 2 minutes and Ayman arrived with a sparkling clean, beautiful Ford HYBRID! The car was in pristine condition. We were shown the basics and asked if we had any specific needs or needed any assistance with the features. Totally above and beyond service by these two professionals. We had an amazing car, amazing gas mileage and an amazing experience thanks to Ayman and Marion at the Tustin Auto Center location. Thank you for your 5 STAR service. It does not go unnoticed or unappreciated. Mark and Cindy* read more

Hertz Rent A Car - Our perfect beautiful HYBRID rental - Car Rental Near Me - Tustin, California

The gal was rude not customer service skills. I guess she didn't want my business. Not helpful at all. 3 other guys sitting around doing nothing. Never go back read more

Do not go to this location , employees doesn't care about their customer. I was in a car accident and my insurance arranged for me to have my car fix and pick up from this rental place. They were suppose to call me but they didn't and so I called them and told them I was on my way. They were supposed to close at 6pm. At 5.50pm I realized I will be running 5 mins behind and I called them but nobody picked up, I was routed to Hertz central office who also called on my behalf, also did not get a live person. I ended up being left stranded with no ride home. 1) Unprofessional not to pick up and close the store 10 mins before closing time 2) You can be upfront and tell customer the store close right at 6pm and could not wait for any customer. At least you communicate with your customer and they will find another company. 3) Knowing a customer was in an accident and on his way and not wait nor tell him and left him stranded without a car is UNKIND, INCONSIDERATE and IRRESPONSIBLE. read more

I had a rsvp for a pick up truck. i show up, oops we don't have your truck sorry go D yourself. the guy at front desk was zero help. didn't even bother trying to find one for me. i called 800 number and they made me a new rsvp at another location same story. ooops. we arre sold out. F you people and anyone next to you. they are real POS! i will never ever rent from hertz again. stick to alamo or enterprise. dumb dumb dumb ppl working. read more

If I can give 0 star, I will. The manager, Joe talked to other customers nicely when we were in line. However, when he talked to us, he did not ask us our name or reservation number. He told us he has no car for us, even we have paid already. He did not feel sorry and the way he showed is it is not his problem. Then he went to the garage directly and tries to ignore us. This is the worst car rental experience I have in my life. read more

Like John Cougar's cool classic rock song, Hurts So Good, I have to ask this about this car rental company: Is Hertz so good, oh baby is Hertz so good? Is renting car really that good? Um, well - no, it's just okay. My company car needed some major engine work and I went here where we have a company account. I called and asked if they had "full sized" cars to rent that was like my Chevy Malibu in size. They said, 'Yes". I had decent expectations because there was a Nissan Altima on the lot. But the lady before me got the Altima though, and all there was left were a bunch of Toyota Corollas. I was ready to walk out. I said why do they call that car full sized? That's a compact car, IMO. But they called it full sized. Rental companies like Hertz must see everything through a magnifying glass. And, what about all the problems with Toyota's? Why are they renting them out. They said, "We had all of them get all the required repairs." Of course, it was the only cars lift because every other customer refused them. Fortunately, another customer just turned in some Hyundai that was bigger and wasn't a Toyota. I asked for that. He said it wasn't clean. But I insisted it didn't matter, I'll take it to the car wash immediately myself. Happily, I got a decent car in size, reliability, and safety. I actually know some people who own and like this car. So, after a few days, I returned it and happy with the transaction. When I returned my car, there were still lots of un-rented Toyota Corollas. I have an aversion to Toyotas because that family driving the Lexxus (a Toyota owned company) who crashed due to a stuck accelerator were family friends. Maybe someday Toyota's might be acceptable to rent someday. But until everyone is happy about Toyota's safety efforts I don't want to drive one for now. I'll go to another rental car place next time. Hertz has some good things going for it, like how well they maintain their cars, their customer service, and they don't push that so called collision insurance because they know most of us have credit cards that cover that. So they're just okay for me, but I don't want to rent a Toyota right now. read more