My insurance company sent me here for a rental while my car was being worked on, and I agree with other posts that say this place is a joke. I guess they have no call waiting and like to sit on the phone chatting or something because it's near impossible to get through to anyone. It's a week day and all day their phone has given me the busy signal when I try to call. Seriously, are they actively trying to discourage customers to go there. Well, they just lost my business! read more

Horrible customer service. Just go to Enterprise, it's closer to the freeway and not so far into the downtown mess. Hertz employees have become more and more rude, price quote was double what I paid for same size car at Enterprise in October 2021. read more

What a joke of a location. State Farm sent over claim information and the location was supposed to call us but didn't. We tried calling and nobody answered. We went in and nobody was there, the sign said they were helping another customer. After a few minutes two guys in hertz jackets pulled into the parking lot. It appeared they had gone to get lunch. The point of having two employees is that one can stay and keep the location open. So then they tell us they have no cars!! Why didn't they call us first thing this morning to tell us they didn't have cars??? Horrible way to do business. I wish State Farm still worked with enterprise, it's a far superior company. read more

If I could give this location negative stars I would; I installed yelp specifically to leave this review. I was sent here by my insurance and the people at Hertz said they wouldn't take cash for the $50 holding fee. The guy that was helping me asks if I have a friend who I could ask to borrow their debit card since I have neither a working debit or credit card. I come back this morning with a friends card on hand and this obnoxious woman who was working the day before interjects herself into my conversation to condescendingly inform me that what I was *actually* told was to put one of my friends on my insurance policy to then use their debit card for the holding fee. In what universe does that even sound remotely close to a reasonable or feasible course of action? I would have brought up how ridiculous that idea is if that's what was told to me the first day I went there (it wasn't). read more

We were at a local campground and wished to drive around the area in an automobile. We contacted Hertz in Capitola, CA, and talked to the representative Jessica. She was very helpful and accommodated us with free pickup service at the campground we were staying at. The pickup driver Stephanie also checked us in when we got to the customer counter and she provided us with excellent service. When it was time to return the vehicle, Jessica offered us a later return time at no extra charge in order to accommodate us. This Hertz location provided us with excellent service!! read more

Small car rental outlets like this Hertz are independently owned and run, but I will be filing a consumer complaint with both Hertz corporate and with the State about this rental location. The people who run it are as sneaky as any I have come across. If I had not been sent to Hertz by my insurance company (I think their relationship with the auto body shops and insurance companies is the only reason this business survives) I would have walked out the door before signing for a car. I wish I had trusted my instincts and left. What are these people up to? The woman who did my rental contract had me sign a blank-page signature line on her cell phone. Who runs a car rental business that way? Or any business? I have rented hundreds of cars in my life, and there is always either physical paperwork or a touch screen requiring multiple signatures and initals. Not here. She did all of the data entry on a screen I could not see. Then she handed me her cell phone and told me to sign a blank signature line, after which she whipped the phone away. When I checked the printout of my rental contract (barely readable), it said I had declined insurance. I had not. In fact, I had requested it. On the contract envelope I noticed a stamped-on warning saying, "No Smoking, No Pets, $300 Cleaning Fee Applies." What? She never mentioned that. Never asked whether I smoke. Never mentioned the pet prohibition. What if I need to take my dog to the vet while my car is in the shop for several days? Hertz did a preaapproval (a pending charge) on my credit card that is about twice my contracted rental fee, and the agent did mention that would be done. But after seeing this warning I am now wondering whether they plan to charge the sneaky cleaning fee. Let them try. I have no record of the pre-rental car inspection because this woman simply told me it was already done (other rentals give you a physical inspection page or card to mark up). The car I was assigned has extensive exterior damage, and it was handed over to me dirty and smelly inside. It's a piece of junk. I have no idea what will happen when I return my rent-a-wreck of a car, but I am documenting everything and monitoring my credit cards closely. I will be having a word with my insurance company, as well. Do not rent from this Hertz, no matter what the auto body repair shops or your insurance provider tells you! read more

The car was good and service was generally good. Just don't expect them to call you or let you know if you left something in your rental - especially if it's something they know is valuable. I left $300 Bluetooth headphones in my rental vehicle and called a few days later when I realized I had left it. They "couldn't find it" or "didn't ever see it". They have a lost and found, but only if you call I guess. You would think an honest business would have procedures if people leave belongings in the rental where the shop calls or notifies the customer, but it seems like their procedure is just put it in lost and found and hope they don't come looking for it. read more

This place is a total scam. I was directed here when someone hit my car and it needed to be repaired, their insurance company sent me to this Hertz location to pick up a loaner car while they did an estimate and repairs on mine. When I arrived the man who was behind the counter told me that they only had one vehicle left and took me to some Oversized SUV. Right away I explained that I had a long commute and wanted a car with good gas mileage. He told me this had comparable mirage as it was a flex fuel vehicle. I reluctantly agreed. Then it took forever to get the SUV to be released as the computer kept tossing a denial for the release. He finally printed out some papers and told me everything was fine. That was not the case a week into the rental I was pulled over by the CHP he asked for the registration and proof of insurance. I explained it was a rental. He pointed out that the out of state (Missouri) tags were expired. After he looked over the papers I gave him that were in the rental pamphlet I was given. He made me stand in the side If the road while they pulled everything out of The car looking for something. When they were done I asked what was up. He told me the papers I have him were for a Mazda 6 registered in California not the Dodge Journey registered to Missouri and expired at that and wanted to know if I was part of a car smuggling ring. After pleading with him to call Hertz, he finally reached someone in Missouri who confirmed it was a Hertz rental and was rented to someone's California. When I returned the vehicle I explained this to the man behind the counter and said I felt I was owed some discount as I had been harassed due to them renting a vehicle with expired tags and giving me the wrong paperwork. He said he would make sure that beyond the insurance I took out and the $50deposit I had paid no more charges would appear. Almost a month later I'm informed of a 1200$ charge from Hertz to my credit card including $300+ for gas. I had the receipt showing I had fueled up minutes before returning the vehicle. I'm still fighting with them 6 months later over these charges hit they did at least finally refund the gas charges. $1200 for 2 1/2 week rental. Scam ripoff do not rent here. It needed up taking 2 1/2 weeks to get my car back due to snag a at insurance company. I took the read more

This place had bad reviews, but I had a great experience. Booked online, got an SUV, it was ready on time. Staff was friendly. I'll use this location again. read more

Gilbert is very nice, easy going and understanding person here and he just know what you up too and able to serve you the best!

My third use in less than half a year. They've always taken care of me. I'll definitely be back.

Double check the hours of operation if you are renting a car here thru HOTWIRE. Hotwire allowed me to rent thru Sunday however this location is closed on Sunday and closes Saturday at noon. My choice was to drop off Saturday before closing or pay 3X my daily rate and drop off on Monday. Needless to say I dropped it off early and ate my extra day! read more

I've been renting cars from this Hertz location for well over 6 years now, and anytime I need a rental car in the Santa Cruz area there's no place else I would go. This is just a great Hertz location to do business with. Gilbert provides excellent service and has always been a tremendous help to me. He always does whatever he can to make my rental experience as positive as he possibly can. I highly recommend using this Hertz office whenever you have a need to rent a car. read more

We asked for Gilbert after seeing previous reviews saying he was a helpful employee. Loved him! Very helpful & patient and we were very pleased with our rental agreement. Totally recommend, our trip has been made 10x better by deciding to rent a car. Thanks Gilbert!! read more

Gilbert assisted me with my rental this weekend and i couldn't have left a more satisfied customer. His customer service was the best I've had at a rental agency. I will be back to rent from this location read more

I was reluctant to rent thru this location due to some reviews, but my experience was good. The customer service was quite good, including my getting transported from home to their location due to my car being in the shop. My only issue may be with their requiring a better model vehicle than I asked, but they did give me a discount, since I asked about AAA discount. I was required to rent a Ford Fusion Hybrid. The car was fun to experience once you adapt to no noise and push button shifting. With a hybrid car, you use less gas so may be better deal to fill up car yourself rather than take their discount on gas, as normally no refunds for gas not used. You may want to negotiate on that issue. read more

Once again not my choice to rent a car from Hertz but since State farm has such a lovely relationship with them I was stuck. Someone struck my car while it was parked but thank goodness the person left all the info to take care of it. I had set up my initial pick up from the Auto Body shop at 9am. Waiting for 30 minutes and no one. Another person was in the same boat waiting for their pick up again no one. The owner of the shop decided to take both of us to Hertz on his own time since Hertz dropped the ball again after calling them twice they said they weren't going to be able to make it for a while since they were across town. Wow know that's service. So my car is ready to be picked up and I wanted to have someone pick up the car at the body shop when I pick up my car there. I did ask the rental office if this was ok to do and they said SURE. It's Sunday and I call to set that up, well telling my story twice they keep transferring me to Roadside Assistance which is ridiculous and the guy can't help me. Funny I said since I set something up like this previously to initially drop me off and I had called on the weekend after hours but then again maybe that's why they never picked me up in the first place. So the only way to set up something is wait until the local office opens. I can't believe they have and are still in business which such poor service and hours. When ever possible I will avoid Hertz. read more

I reserved a rental online and went to pick it up and was told they didnt have a vehicle for me. They were matter of fact and unapologetic. I will never rent from Hertz again. read more

wow this is the worst place ever i will never go back horrible in every way. bad service no selection not helpful

I want Gilbert,Denny, Isiah,Frank,& Larry to know I appreciate all their help and prayers & concerns with my Dads passing. They are the best in rental car employees and deserve to be recognized by Hertz for their commitment to customer satisfaction. Thanks guys, they deserve your business . Give them a try, you'll be a return customer like me. Thanks again guys. read more

I have rented cars from hertz many times before and have always had a great experience. Today though was not a great one. I spent almost an hour there trying to rent a car. The man working was extremly slow and would not take no for an answer when I said I did not need any coverage from them because I have AAA. When I finally got inside the rental car it smelled and was covered in dog hair. I will not be renting from them again. read more

If you reserve a car with Hertz through rentalcars.com make sure that you are not being charged by each company for the same service. In my case, which I am contesting, it was collision coverage. When I noticed this on my Visa card statement, I drove to Hertz on Soquel Avenue and spoke to the manager (Gilbert Rivas, Oct. 12). I showed him my Visa statements, rentalcars.com reservation printout, and Hertz charge invoice, He said he would discuss the double charge with his area manager and get back to me. That has not happened. I called Hertz customer service. The phone representative admitted that I was being billed twice for the same transaction, and that he could refund one-half of the amount. I requested that he transfer me to his superior. I then spoke to a female agent, who told me that I had signed separate contracts by two independent companies, and thus am responsible for both charges. I said the two are cooperating, not separate companies, and that the reservation form and charge invoice have the same confirmation number on them (G6862479146). She then asked me if I had requested collision coverage from Hertz. I told her that when the Hertz agent asked if I wanted collision coverage. I said, "Yes, but believe I have it through the reservation company." I assumed that the collision coverage fee on the Hertz invoice the day I returned the car was a confirmation of the coverage I had requested from rentalcars.com, not a separate charge for the same service! I find all of this to be duplicitous, a legal fiction when everyone knows exactly what happened. If you've had a similar experience, please post it. read more