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Hertz

(949) 585-0478

9881 Research DrIrvine, CA 92618 map it »

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Avoid at All Costs, 8/31/2011

I've never been treated so badly by a rental car agency. What happened to common courtesy and friendliness? Even the people at the Airport are nicer then these clowns. My car got hit by someone and I... took it to Irvine BMW's Body Shop for repairs. I was taken back to the dealership to pick up a rental car. I had spoken with the adjuster who approved a ""Luxury Vehicle"" due to the fact that my car is a luxury vehicle and I'm going to be driving the car for 3 weeks. The guy at the counter, Don, gave me a smelly, dirty Nissan Altima (!) with no explanation. I had an appointment waiting so I had to take the car. I called the Insurance adjuster, she confirmed that she approved the ""luxury"" vehicle so I called the Hertz office back and talked to Clay who was so untruthful with me that he couldn't even get his story straight. He was evasive and rude and when I asked for the manager, Don (!) he said he wasn't there. (Really? I had just left the Hertz office 7 minutes prior). Is this how they think customers should be treated? Stay away from this place. I know it's a ""captive audience"" because it's inside Irvine BMW but somebody needs to make things better with customer service at this Hertz office or people will start taking their cars to other BMW dealers.UPDATE: I called back an hour later and Don was just as nasty and rude. He denied everything I was saying and told me to go somewhere else. I think what happened is that he gave me the lesser car and still took the ""luxury"" price from the insurance company.2nd UPDATE: I contacted Hertz through Twitter and Facebook. They tweeted me that they would look into the issue and I never heard from them again. I posted a comment on their Facebook Wall yesterday and they deleted it. I posted another one today (8-24-11) and they deleted it in 19 minutes. Very SAD.

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Reviews

by kathikruse at Citysearch

Avoid at All Costs

I've never been treated so badly by a rental car agency. What happened to common courtesy and friendliness? Even the people at the Airport are nicer then these clowns. My car got hit by someone and I took it to Irvine BMW's Body Shop for repairs. I was taken back to the dealership to pick up a rental car. I had spoken with the adjuster who approved a ""Luxury Vehicle"" due to the fact that my car is a luxury vehicle and I'm going to be driving the car for 3 weeks. The guy at the counter, Don, gave me a smelly, dirty Nissan Altima (!) with no explanation. I had an appointment waiting so I had to take the car. I called the Insurance adjuster, she confirmed that she approved the ""luxury"" vehicle so I called the Hertz office back and talked to Clay who was so untruthful with me that he couldn't even get his story straight. He was evasive and rude and when I asked for the manager, Don (!) he said he wasn't there. (Really? I had just left the Hertz office 7 minutes prior). Is this how they think customers should be treated? Stay away from this place. I know it's a ""captive audience"" because it's inside Irvine BMW but somebody needs to make things better with customer service at this Hertz office or people will start taking their cars to other BMW dealers.UPDATE: I called back an hour later and Don was just as nasty and rude. He denied everything I was saying and told me to go somewhere else. I think what happened is that he gave me the lesser car and still took the ""luxury"" price from the insurance company.2nd UPDATE: I contacted Hertz through Twitter and Facebook. They tweeted me that they would look into the issue and I never heard from them again. I posted a comment on their Facebook Wall yesterday and they deleted it. I posted another one today (8-24-11) and they deleted it in 19 minutes. Very SAD.

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