What nice and helpful people! They made sure I had a clean SUV while my SUV was in for collision repair. They managed the insurance and did everything as efficiently and as quickly as possible. They even called me several times to let me know I had a reservation and to ask about my date for collision reair so they could be ready for me. As there was a delay on the insurance end, they even offered to drive me home and pick me up when the insurance approved the substitute vehicle. Turned out that was not needed, but they did everything they possibly could to make this an easy process for me. They even drove me to the collision repair shop when my own car was ready for pick-up. I did notice the 2 restrooms had 'out of order' signs on them. I don't know if this was a way to only allow access to customers or what. This was the only negative I could think of. Jessica and Daryl were terrific. read more

Today, I experienced the worst level of service in my 40 years of being a Gold Member. 1st - Upon arrival I was informed my hybrid sedan was no longer available and that I had been downgraded to a standard gas model. Upon requesting I be moved to a different hybrid, I was told there were no others in the area (false - I rented one a location minutes away and not at an airport). I was not offered an upgrade to mitigate the downgrade. 2nd - When inquiring why I was not contacted to discuss options, I was informed it is company policy that employees cannot do so and she would get in trouble. 3rd. When inquiring if there were other vehicles on the lot to consider, I was informed no, in that the cars are already reserved and could not look at other vehicles at other locations. 4th. When sharing how disappointed I am in making this reservation with their location, the responses were in the vein of "I don't make the policies", "I'm not Hertz", It's their problem". 5. When requesting they cancel my reservation, I was instructed to use the app, but I was unable due to canceling after the pick-up time. I returned to request their help and was given a phone number rather than offering their assistance. (On the other hand, we drove to the Concord/Monument location and experienced the complete opposite level of service. Chris was a perfect example what Hertz and its customers have come to expect.) I have been renting from this location as far back as I can remember and have seen a slight decline in its service but not enough to make me think twice about it. Today's actions by the two employees on site has cemented my decision to avoid this location going forward. Additionally, I intend to file a written complaint with Hertz. read more

Very rude employees. Came here to rent a car and needed it 3 hours sooner than we originally booked it. Arrived right before noon which is when the entire staff takes their lunch, which I get since there are only 2 people working there, but when we tried to ask any questions both employees were acting like we were asking them to perform miracles rather than just look at the computer. We were more than happy to come back after their lunch if I had been able to get a solid answer but we were asked to leave and figure it out on their hotline(which was no help either). We ended up canceling and getting a better deal at a neighboring rental place. read more

Terrible experience the workers declined to inform us that they didn't have any cars all week and claimed they told us when they didn't.

If I could give them a zero I would. This is the second time I have rented a car here only to arrive and they had no car available. It is completely unacceptable to confirm a reservation, have the customer drive 20 minutes there and 20 minutes back, and then shrug and say nothing is available. A reservation should actually mean something. This location clearly overbooks without regard for customers' time. I will not be returning and would strongly advise others to look elsewhere unless you enjoy wasting an hour of your life. read more

We had a family visiting from another country and I suggested them to rent their vehicle from Hertz in Walnut Creek because of its convenient location but that is as positive as I can say about this location. We picked up the vehicle on Friday Jan 2nd. The black girl working the counter that morning was disgusting in appearance. She had dirty fingernails and odor smells like she hasn't shower in 3 days along with nasty attitude. I thought we left Walnut Creek for a second because at least be somewhat presentable as you are the first person a customer meets. When we called to ask a question toward the end of the rental duration, the person answered was nothing short of rude and condescending. This would be my last time recommending this place to anyone. read more

Rental was ready when promised. I've been using this location for a few years and they are always friendly and helpful.

Multiple times in 2025 the car I reserved was not available. Even had to pay a higher price than what I reserved. Won't single out anyone but there's one employee who is a total *****. This last trip for New Year's is the last I ever rent from them. People, book elsewhere. read more

Best place to get abused verbally by a 10 year employee and no car when you reserve one. AVOID AT ALL COSTS!

Wish I could leave a zero star. Ordered online a mangers special, of course they don't have it had to pay for a more expensive vehicle with less then 3/4 tank of gas. When I look in line they still continue to list the cheaper vehicle, bait and switch read more

Thought I was on a hidden cam prank given the absurdity. Consider this a zero star review. Woman at the front desk should be fired on the spot. Her phone is of such significance, she's actually angry at customers for interrupting her. I was there to dispute a charge, as the car I rented for my wife broke down, leaving her stranded 200 miles from home. This office was charging the original rental amount of $220.55, plus the extra day the vehicle was in Hertz' tow truck possession, plus a fuel and service fee, for a total of $342.96. The assistant manager (John) with a straight face, claimed the total charge was valid given "it was a 2024 vehicle with 10k miles, not sure what she did to it." I explained that Hertz' tow service said it was an issue with the electrical system and the vehicle could not be driven. He said I'd need to speak to the branch manager, Darrel Saunders. Darrel (cleaning the vehicles in the back...who's in charge?) stated he was limited in what he could do, but with his district manager's authorization, he MIGHT be able to offer a $100 certificate for a future rental. I realize I can simply dispute the charge with my credit card company and get it reversed. However, I think Darrel (the branch manger cleaning cars), John (blaming my wife for Hertz' breakdown), and the woman at the front desk (manning TikTok), would be much more attentive in small claims court, where contracts must be honored and phones are prohibited. Given the previous reviews of this location, an administrative headache might wake up the Hertz corporate offices as well. STAY AWAY FROM THIS PLACE. read more

I used to travel for work a few years ago and found Hertz service top notch, professional, and very focused on the traveler experience. I happen to need a vehicle for a couple of days when my car was in the shop, and this particular location was within walking distance. Suffice it to say that all the comments about the customer service attitude are right. I will go back to Enterprise. read more

They failed to honor my reservation or make any effort. They could not tell me when a car would become available. They did not check with other locations. They did literally nothing. read more

Why would they make a noon pick up reservation IF THEY CLOSE AT NOON FOR LUNCH?! Perhaps the stupidest service self own ever. Thanks for wasting my time. They see me standing in the rain with the Roto-rooter guys in their parking lot clawing up some nasty smelling stuff. They won't even let me in out of the rain to wait. Completely lacking in customer service & basic compassion. Shame. read more

I made a reservation for the cheapest rental car and of course when I get there she claims they don't have that vehicle so I get overcharged for a $100 and when I ask who is the manager , she claims she is lol , I will never come back to this location rude ass read more

I had a bad day enroute to Hertz in Walnut Creek by foot from BART. When I finally stepped into the office, I was silent and not in a good mood. But John was patient and efficient during the processing and soon after a little conversation, I came back to myself. Although I didn't get the car I reserved, what I got was satisfactory. On the following day when I returned the car, John was working with Darrel. Nice guys. When I half joked inquiring drop off service to BART (it was a sunny day and I had luggage and a heavy bag), John was nice enough to offer. About 15 minutes later I was on BART on my way back to San Francisco city. Good experience, friendly staff and great service. (FYI - office is closed between 12 - 1pm for lunch.) read more

Was sent here by my cars dealership today. Wow is all I can say. The African American lady at the desk today was unfriendly, unhelpful, major attitude and is actually combative. She should not be in the position of the front desk or sales. Biased on this interaction I would never do business with them at this location. Went down the street to a much more professional business. She was horrible. I would fire her immediately. read more

Sara the African American lady at the front desk was rude and had a bad attitude. She really did not want to help me. Not to mention her nails were extended dirt and she looked like she hadn't showered for a while. The manager was nice but our car was below the level we reserved, was dirty and bottom of the barrel quality car. Ruined our trip. read more

Dishonest Hertz/Dollar outlet. I just saw that they charged me for two gallons of gas when I returned it at Hertz prices ($11/gallon) even though I returned the tank Full and had just refueled it before drop-off. Blatant fraud. read more

My husband tried to drop me off during his lunch hour-between 12-1 to pick up a car. I get to the door, and a girl outside with an attitude says with a rude tone 'we're closed between 12-1'. I say 'How was I supposed to know that?' She says'Well it says it right there on the door'. Had I not been standing there, I wouldn't have known. Very rude, not apologetic, talking at me loudly from across the parking lot, etc read more

I wish I could give zero stars. I I called an hour prior to my arrival to confirm they had a car and was told they had one car. I asked if they wanted my name and confirmation number and was told it wasn't necessary. I arrived at the location, ready to pick up my vehicle, only to be told they didn't have any cars available and the front desk person told me she hasn't spoken to anyone all day. Do yourself a favor and book with a more reputable location. Hertz on North Main is completely unreliable and a total waste of time and money. I will NEVER use them again. read more

I reserved a car online and went to pick up said car at the reserved time. Jasmine was wonderful. She was super friendly and beyond helpful. I was given a new car in no time and happily drove off. Unfortunately, the car was showing a sensor fault & I took it right back. They immediately gave me a new car and couldn't have been nicer. Very fast and efficient. I have been reading the negative reviews and am so surprised. My experience has been stellar. I would definitely return. read more

Worst hertz rentals in the area. I showed up literally 3 minutes late and 1. They pretended I wasn't there 2. They told me "everything is locked up and we can't help you" Then they ignored the poor man who was behind me. Poor customer service. If you hate your job, maybe find another one that better suits you. Working with people obviously isn't going well. read more

Darrell went out of his way to help me with my rental car. I had rented the "manager special" and did not realize that could include electric vehicles. I asked if they included chargers as I have an outlet in my garage. Darrell swapped cars for me with one that included a charger. Darrell is a pleasure to work with and he truly cares about his customers. The only reason this is not 5 stars is that we have had some customer service-related issues with other representatives (not Darrell) at this branch in the past. Thank you read more

Staff person (female, heavy, African American) was belligerent inasmuch as she was dismissive/negative that I used a "third party." I did, PriceLine. I was to get "manager's special" and the only car she would give me was a HUGE extended panel van. This was unusable, it's not even a CAR! They had an cancellation SUV for almost $400 more (this was a 20 day rental) she'd give that to me for that, but would not honor Priceline's price, which of course, was way less. Soooooo frustrating. Didn't help many details I won't go into (closed 12-1 for lunch got there for a 12 pick-up, I'm going to Thrifty but it's a Hertz office with no Thrifty sign so that was a challenge. Will never ever do business with them and I rent cars in WC, Lafayette all the time. Priceline refunded me 100% but I'm out a day and a car. OH, the guy there gouged the living daylights out of an unsophisticated renting a car for a day at more than $150. Selling them protection, insurance and other things with dire warnings if it came back with a scratch. Horrible office/people. read more

Their website allows you the reserve cars that are not available. But the staff is happy to rent other vehicles at 3-4x the price of the original vehicle. Classic Bait n Switch. Plus the attitude that you get there. No thanks. read more

One of the worst interactions with a car rental places due to an angry employee, Jasmine. My son and I researched finding a manual stick shift car to rent. There very few, but we found one available to Hertz in Walnut Creek. Our appointment to pick up was at 10 am. When I entered the office at 10 am, I saw one employee, Jasmine, tending to some tasks and there was two customers sitting. She did not acknowledge me with anything you'd expect, such as... Hello, I'll be right with you, or I have these two customers first, instead I just had to gather what was happening on my own. So Jasmine started to talk to one seated man and called him over to pay for some change that was made. She was having a problem printing. She called another employee to ask his passcode, and finally logged in as him. Printer worked. Then that transaction was completed, so I gestured to the other man sitting, as if to ask... Are you next? He nodded and Jasmine tended to him. OK, now I figured out on my own that I'd likely be next. So after both transactions were done, I waited patiently a short time in silence just me and Jasmine as she appeared to finish some paperwork. Not looking up. Not saying hello. Then once her mind was free to take the next person she speaks to me with a stern "Can I help you?" So I stand and say "I am here to pick up a Chevy Captiva with a manual transmission". Jasmine responds... "We don't have that car here." We searched last night and it said your location had a stick shift manual transmission car, so we reserved it, so you don't have a manual shift car?" What's that? Manual what?" I said its a car that you shift yourself with a clutch. It is not like an automatic transmission." She looked at me like I was speaking a different language or something, and said again "No we don't have any car like that here." and note that she was not happy with having to tell me this. Her attitude was bothered like I was an inconvenience to her. So I said well then can you cancel my reservation then? I don't want to be billed for it. Her response was so rude... "No. You made the reservation, you must cancel it. That's a third party you used to make the reservation. You contact them and cancel your reservation yourself." I really didn't like the tone she was having with me, as if I did something wrong by using a third party (Booking.com). I also didn't like that she offered no help in locating a replacement car! She saw me as an inconvenience to her, and every sentence she spoke was as if she hated her job, and wanted me gone. "So I said back to her OK fine, I will figure it out, and sorry I ruined your day!" and I then left angry. Had the day off to drive a stick shift for a reason, specific reason but now those plans were trashed. Thanks Hertz. I won't be back. Might I suggest training your employee how to smile, how to welcome a customer, how to assist a customer, how to apologize to a customer, how to use a printer, how to multitask, learn what options/types of cars her company offers, and how to speak kindly to people rather than speak down to us as if we were an inconvenience to her. Especially after the customer thought he reserved ahead of time! Our time and our life is valuable too! If she hates her job that much, maybe move on to something where she doesn't have to speak to people. Oh, one more thing to say on this cheerful December 16th, Happy Holidays Jasmine! On my way out, I warned other customers entering that the employee inside wasn't having a good day, be careful. read more

Horrible customer service and their machines are always down for payment. All 3 of them. The staff is rude and the cars are very limited. I wouldn't recommend! Ps they gave us a car that needed maintenance on it... read more

Worst rental service ever. I reserved an electric SUV 2 weeks ago and called to confirm (2 days ago) my car would be available for the Friday pickup. Was elated when the lady I spoke with said yes we were set to go. I had read some online reviews saying that they did not uphold their reservation commitments but felt confident after speaking with her this would not be the case. Come to find out today (Friday) on the day of my pickup they have no car or alternative in stock. Instead they told me they had a smaller vehicle that was not EV and could not accommodate my passenger number. They did not bother checking to see if my car could be picked up at another location. Was told "sorry bud" and "this does happen." Well if "this does happen" I highly recommend booking at Budget or Enterprise down the street like I just did. They were more than helpful... read more

Hands down the smoothest and fastest transaction to getting a rental car I've ever experienced. I rent cars regularly for work and this location was amazing. Darrell was cordial, helpful, and made the process easy and expedient. This will be the location I go to from now on. The office and bathroom was clean. The car was super clean. Whoever maintains the cars at this location is doing an excellent job. It was like getting into a new car despite the high miles. read more

Two stars only because manager was nice and gave me a ride back home. I Ubered all the way to the location only to find that the car was not available. I even had a reservation for that car that I made the night prior. On the website it showed the car was available and I was able to make the reservation. Pro tip, don't make a reservation online. Their online reservations are BS and someone should be fired for wasting everyone's time. Be on hold for 20 minutes so you find out they don't have the car. Don't bother calling the airports, they wont pick up the phone. read more

Background: my vehicle was hit by a AAA insurance policy holder, and Hertz is sadly their preferred vendor. Nonetheless, I was given a confirmation number by AAA to present to Hertz for a rental while my vehicle is being repaired, and the interaction went like this over the phone (after trying to get through 3 times prior): Me: "I need to make a reservation." Disgruntled Hertz Employee (Michael): "You can make a reservation online; you'll need to go to the portal." Me: "Even when I need a reservation that is through insurance?" Disgruntled Hertz Employee: "The insurance needs to arrange that for you." Me: "Ok, well, they gave me a confirmation number and told me to call you." Disgruntled Hertz Employee: "So you already have a reservation then, why are you calling?" We got disconnected. Nonetheless, I proceeded to make a personal reservation online hoping that they can sort out the insurance information since the Disgruntled Hertz Employee didn't seem to understand nor care how to ensure I correctly make the "reservation." When I get there, lo and behold, that less than eloquent employee who spoke to me on the phone (Michael) had the most accurate and unprofessional sweatshirt on -and I wish I was kidding: "I don't have a people problem. It's the patience I have towards idiots I need to work on." Read that again; no joke, that's the sweater this bright crayon of an employee had on. The irony. The incredible inverted-ness of that last line. Needless to say there were way more complications when I got there, but I don't need to expand on them; the story so far is enough to tell you that Hertz Corporate doesn't really do quality assurance at their branches; just check out the expired goods at Hertz to see what I am talking about. read more

This place doesn't deserve even one star. I made the appointment to pick me up in pinole crash champion repair shop, the one I speak last Wednesday is Melanie and everything was ok she said that they will pick me up I just need to call them an hour before 9 am. When I call Friday 8:30 to pick me up the person Dylan told me that they can't pick me up and I need to call other hertz rental office,and he don't know who call me even though I have a confirmation number. Dylan just told me to call El sobrante hertz, and I will just give complain if I want to complain about their office in walnut creek , this is really explain that they don't like there jobs. I'm so thankful that El sobrante office saved me in all the mess of hertz in walnut creek did. read more

I needed to rent a car urgently while mine was in the shop for repairs. Hertz was the only car rental company with overnight availability. When I arrived I was greeted very promptly by Daryl the store manager. My reservation was processed quite promptly and I was out in five minutes. Upon returning the car my I was greeted by Patty at the driveway and she was courteous and professional. The return was very streamlined and I was out of there within five minutes. Before I could call my ride, Daryl said Rich would give a ride to my destination. Even when I called to ask a question, Jasmine was helpful. Contrary to previous ratings and reviews I have experienced the exact opposite with great service, professionalism and thoughtfulness. I'll be renting my next car from this specific Hertz location because of the people!!! Great job guys. read more

Absolutely the worst customer service I've ever experienced. The MANAGER of all people. She was so rude and argumentative about everything. Very defensive when she can't answer a question but no reason to be. Honestly, it was twice during my whole experience (about a week) that she raised her voice and was argumentative. I read the reviews here and see a lot of people had the same experience. Not sure how she is still employed here but Hertz is losing a lot of customers because nobody wants to deal with bad customer service. What a shame read more

Employees are beyond rude and have a horrible attitude. The problems start when they try to give you a car that's trashed! Dirty, bald tires, and under maintained. When I asked about the condition of the car it was complete attitude! This isn't the first time at this location there's been problems. Clearly after reading the other posts I'm not the only one. We went to the airport and it was first class service! read more

Walnut Creek location has a great staff, they are reliable and always on time and communicative when things may come up. I rent cars several times a year from WC and they always had the right vehicle class for me and the cars are always well kept. read more

Hertz Walnut Creek California is AMAZING. I have never had a group of people treat me so kind. They were there for me when I needed them most. The entire staff is great and I would never go anywhere else. They are kind, respectful, professional and overall GREAT. Words can't express how grateful I am to them. I am proud to be a Hertz Walnut Creek customer read more

Rude rude rude and completely disrespectful! "Like I said", "I told you" "what, you don't know the difference between a week and a day", and many other nasty comments she could say to me, she did! She wouldn't give me rates and told me to book online knowing hertz online has a 24 hour hold before loaning and since I walked miles to get there, I was stuck. She didn't understand simple questions and argued everything with her wack dread flipping. Then another customer walked in and she's fake af acting nice. Then just walks out on me cause apparently she wanted to eat more. And of course she was on her cell phone the entire time. Thankfully I called hertz and he was able to help. That girl needs a boot out. I'm embarrassed to be part of her human race. I really hope she gets therapy cause that girl is broken. I will be escalating as Corp needs to know. read more

Made an appointment to rent a van then when I came in I was told I can't use my visa due to it being a debit. The manager didn't even make eye contact with me or try to accommodate me at all. Overall a very dismal experience. So I went to Enterprise who helped me with better service and excepted the payment I would have given to Hertz! all without an appointment. Thanks Hertz! I guess I'm an Enterprise customer for now on! read more