Fast and courteous service at the front counter desk. The outside crew is not so helpful though (no need to deal with them though). Know that there is an Uber rental door and personal rental door. The Hertz price was the best we could find. read more

What a horrible experience. My insurance made the rent a car reservation for a Tesla. When I got there they told me they had the Tesla, well when I got in the car the cigarette smell was strong, the steering wheel and window controls were falling apart, so I went back and requested a different car, they gave me another car some Chevrolet small SUV that had the windows opened, as soon as I drove and closed the windows I could smell the cigarette odor in this car I called the next day to exchange the car but they didn't have anything available, so I returned the car and went to Enterprise where they gave me a nice CLEAN Toyota RAV4 DO NOT GO HERE read more

This location is actual hell on earth I went to drop my keys in the morning when they opened - i was the only customer in the store and they told me they were backed up so if i wanted to be there for the inspection of the car it would be 20 min lol read more

The worst car rental agency I've ever dealt with. Showed up at 8 am and they did not have any cars ready. Multiple people walked in and there were zero cars returned. How can you promise cars to people if you have none. WTF. They had multiple people here today that were inconvenienced. It's just sad that a company can operate like this. Do not rent a car from this place it will wind up being a disaster read more

5 star for the staff 1 star for the system Let me explain. I booked online in the morning for pick up in the afternoon. I received email confirmation of my reservation, and I took an uber to the car rental agency. Upon arrival, I was told they overbooked and are out of cars. That's when I pulled a "karen" asking the staff what he's going to do to make things right. He went and spoke with the manager, and they got a recently returned car cleaned up and gave it to me. I'm very thankful to the staff & manager for finding a solution to the problem caused by their system. The system is not accurate & Hertz should find a competent IT to fix the issue. System shouldn't confirm reservation if there's no available car. read more

There's a male worker, he's extremely unprofessional. Would ignore you regardless if you scan the the QR code. He's extremely rude. Had multiple encounters with him where he's just disrespectful read more

Worst car company to do business with. Had a rental car reservation for 9:30 AM. They were supposed to pick me up never did gave them multiple calls no answers. Provided my own transportation over to their location and was told the car won't be ready until 12pm. Came back and they didn't have any cars on the lot and had no idea when they could get a car for me! Horrible company read more

I've been renting from Uber for years now, tried offices all over Los Angeles and I have to Say, this location is best by far. Stephanie and Daniel always help me out with whatever questions or concerns I have about my rental. Super grateful for this team and how great their customer service is! thanks guys! read more

Hertz Rent A Car - My super clean rental from Uber Pasadena, you guys rock! - Car Rental Near Me - Pasadena, California

Do not rent from this location. Did not have the minivan I reserved and only could offer a full size SUV. The service is also hilariously slow. I was at the location for probably an hour trying to pickup the SUV I don't even want. read more

DON'T COME HERE --- unless you have a whole day to waste. I made a reservation for 10AM and arrived at 10AM. There were 20 people waiting in the room. They said I needed to first talk to the agent and then sit down and wait. I waited for 15 and still didn't get to talk to the agent, and I canceled my reservation. read more

Do not rent from here. They have unsafe beat up cars. I called to request an exchange for a car that was unsafe and felt like the wheels were going to come off. They told me because of a car shortage they couldn't replace the car. Never coming back again. read more

I should have read the reviews first. PLEASE read this! DON'T rent from this location. Tons of hidden charges!!! When I called them on it, their excuse is to hide behind their "system" (wouldn't or couldn't make changes), the manager was rude and shouldn't be in customer service. I could go on with details, but i won't here. JUST DON'T RENT FROM THEM. read more

Rented a car through their Uber program. When I received the car it was filthy and smelled bad. After driving I noticed that I now smell like the car. Like it attached itself to me. I told Hurtz and they said there was nothing they could do because I already signed the contract and I'm stuck with the car. I asked if next time I could inspect the interior and they said that wasn't allowed, which is just straight up slimy. read more

Hertz Rent A Car - One wipe of the dashboard - Car Rental Near Me - Pasadena, California

One of the worst services I've ever experienced and I've been through some bad-bad ones. With people like Art and Dejuan running the place, it's no wonder Hertz went bankrupt. An absolute clown show of an operation. Dejuan, a Division 7 basketball player, seems to take out his frustrations on innocent customers. It's not my fault you didn't make it to the NBA. He saw a wrapper and immediately accused me of smoking weed, claiming the car smelled like it too. One of the most insane accusations I've ever heard in my life. After I told him the wrapper was there before and that I don't even smoke weed, he looked dumb because he knew he messed up. It was absolute discrimination on his part and a wild, baseless assumption. Coming from someone like him, he should've known better. Not to mention, when I called him for help and assistance, he told me I was wasting my breath and hung up on me. Never go there. Never rent a car from that location. You're better off walking or riding a bike. They'll make your life miserable for no reason. If I could leave a negative review I would. To save you the troubles and heart ache.. read more

Rented a car here for Thanksgiving and it was filthy inside. I was told it must not have been cleaned and I asked if it could (apparently this was not possible) and I was given a wipe to clean it myself... I asked about an upgrade to a Tesla Y, but the only one left on the lot the manager had taken for himself. I took the car to get it vacuumed and cleaned myself. The car itself was fine for the trip and saving money on gas was helpful. Upon returning, the manager gave me a $25 printed voucher (that I cannot lose in order to use it in the future) for the inconvenience. This was less than what I paid to have it cleaned. Terrible customer service and next time I will go to Sixt or Avis. read more

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

See all

Been renting from Hertz for over a decade, including at many airports, and never had as bad a customer service experience as I had at this branch. This review is primarily for the service at this particular location, not representative of my opinion of Hertz as a rental company. I still prefer to rent from Hertz when I can. At Hertz on East Colorado in Pasadena, their employee, Stan, was rude and made every effort to seem disinterested in helping us to get the rental sorted out. When we arrived and I pulled in to park my car (we were renting for my partner), he yelled over to me to park it on the street since it's not a fleet vehicle. Okay, sure. But many rental locations do have customer parking in the back, and there were multiple spots open in the lot at this point, so I did not appreciate the condescending tone. It then took nearly 20 minutes to work through the paperwork for a pre-booked rental and we were the only people waiting. After he went back to 'look' at what they had available, he did not mention which car he picked nor did he explain the daily rate - just stated the total and the $50 hold and asked which insurance package to add. He seemed surprised when told the insurance was being declined, despite this being very common with all the credit card rental insurance available these days. When we went back to inspect the car, it was quite dinged up. Stan took some pictures which he did not show us, and then just said sign here. Before signing, I pointed out to him that the car was quite dinged up and he just replied 'that may be' before turning his back to me and having my partner sign off on the pre-existing damages, despite *again* not showing the photos to explain them - it did not look like he did a thorough job looking the car over. I took my own photos so we'll see what happens. The car itself is probably the most dinged I've ever received from Hertz. But it drives, so for that - 2 stars :) It took over 20 minutes to get our rental sorted, but the customer behind us who came in as we were finishing up was getting seated into a car before we were even off the lot. Maybe Stan liked helping him better? read more

Please hire at least two people. Long line even for reservations. Go to Enterprise several blocks away

Worst customer service I've ever experienced, I had an issue with them last year but brushed it off as maybe the guy was having a bad day. My husband has been waiting there for over two hours now to be helped for a reservation he made two weeks ago. Same guy is still there and he's still having a bad day. Never again. Way too many other places out there. read more

Rented a car for a road trip up to Tacoma, WA. I reserved a small SUV-type and got a Subaru Outback. The location was easy to find and I was greeted by staff member as I walked in. Small line but it moved quickly. The pick up process was smooth. I got the keys and was driving off the lot within 15-20 minutes. The car drove great and I had no issues whatsoever. I don't remember the name of the gentleman that helped me, once I get it I will add to the review. I would rent from this location again. read more

Mr Sharkee and the other gentleman's here to great care of me ! They have empathy in your situation just be patient sometimes they do get busy they do try there best to accommodate you and let them know in advance if you would need a ride back to home there a certain radius they do only but very helpful read more

Hertz Rent A Car - Rental for the weekend - Car Rental Near Me - Pasadena, California

One of the guys that worked here once denied me a full sized sedan car when i was 20 , (which they accept people 20 y/o and up) , and was only willing to give me a smaller sedan which is not stated online, online it states the only higher end models and special collections were not able to be rented by people younger than 25. read more

Two and a half hours (and still waiting as I write this) for our friend from Germany to get his renal car, with 18 people still ahead of him. He had a reservation which apparently meant nothing. They closed at noon and locked the door so that all those people were waiting were also locked inside (not sure, but this seems like a fire safety violation?) There is only ONE agent to process all these people at the check-in desk, then that same person has to leave the desk and go out to the car lot to get each customer into their car. This all takes quite some time, meanwhile all the other 18+ customers are waiting inside the locked waiting space with no one at the check-in desk until the agent comes back to check in the next person. Totally crazy. How in the world is this company still in business with this kind of mismanagement? Where is the manager/superviser? Why isn't he calling in another two employees to correct this situation? Our friend booked this through the German Auto Club in his country. I'm sure when he gets home he will let them know that they should never use Hertz Rent A Car for any of their customers who need a rental car in the United States. And my family will not be using Hertz from this point forward for any rental car needs. Too bad, this used to be a pretty good and reliable company but that was decades ago. Not so today, sadly. read more

Do not recommend at all. poor costumer service. Easy solution for them is to downgrade you if your agreed car is not there. Pay the same price even for a downgrade. We rented a car for less than a day going one way to Phoenix. We rented a sedan because it has more space and a little bit more confortable to drive. When we arrived, our car we rented arrived late. (that was not the issue). The rep said to wait for the car to be cleaned and inspected for us. We waited. The rep said he could not give us that car not sure why. He then gave us a different car. The problem was he decided to downgrade us to a hashback. We said we did not want a downgrade, at least to give us a similar car we rented. Moments after we herd the manager say just give them the Durango and he stepped out. The manager left to give a ride to a costumer, we assume it was the car we agreed to rent because we checked the lot and our rented car was not there. When we brought that comment up to the rep he said yes no problem, but there will be an upcharge. I asked why? He said its more expensive. I said Ok then give us anther sedan. He said there are no more only the Hashback. I said ok then lower the price so it matches the hasback price. He took a take it or leave it stance. We had to take it since it was an emergency trip. Thanks to that poor costumer service we will take our business else Where. read more

Rent at this location only if you're willing to gamble on availability. I want to note that a simple phone call to tell me not to commute to this location would have fixed my issue. Instead you guys waited for me to come pick up my paid and confirmed rental vehicle to let me know you were sold out. I was the 3rd person being told this after paying for an Uber to go pick up their vehicle. Customer service isn't a skill that's learned or picked up along the way and the callous and monotone response from the staff only added to the problem. Bonus points for making me have to call corporate and get them to cancel the reservation since it was a paid and confirmed booking. I love Hertz and will continue to use them. It would help if you guys change your booking process to reflect vehicles that are actually available and in stock. read more

My husband and I made a last minute emergency reservation online. We listed the pickup time for 1:30 and received an email confirmation. When we arrived, there were two people working behind the counter. When my husband checked in, he was told by one associate that because we made the reservation same-day, we might be on "standby." No where on the website or reservation is "standby" even mentioned. The associate had to check with his colleague who was helping the only other customers in the buidling. The colleague looked over at my husband when asked about availability by his associate and LITERALLY said to my husband, "no BRAH," and that we'd have to wait until at least 3:00 PM because we reserved same-day. BRAH! In a customer facing role, who would even say BRAH, especially while delivering bad news. It's so rude and condescending and unprofessional. He then went back to helping his customers without providing any other information. This is the second terrible Hertz experience we've had in two weeks time. I don't know why we continue to give the company a shot other than their rates are really reasonable. But this just confirms you get what you pay for and what you'll pay for with Hertz seems to be bottom of the barrel service. Also, apparently you cannot make complaints to Hertz on the phone and have to submit an email! EDITED TO ADD: Just made a same-day reservation with Avis and got a better price, MUCH better service and an overall easier experience. We are no longer Hertz customers. read more

I had a reservation scheduled at 11am. The waiting time and the customer service was just ridiculously bad! Their excuse is " we are short staffed " I understand that they are places running low on staff, but, why they allowed you to make an appointment if they are not going to respect that?! Hertz, you will NOT get my businesses. read more

Hertz Rent A Car - Lobby area. - Car Rental Near Me - Pasadena, California

Reserved a Tesla 2 months ago because the house we are staying at has a charger Paid for the car in full at time of reservation, 2 months prior Arrived at 3 pm directly from airport Manager said "we gave the car to someone else" No other Teslas available The gave me a gas guzzler Cadillac I called hertz customer service and luckily they found a nearby hertz location that had the car I wanted and paid for I don't know how you can give away a car I already paid in full for months ago, they didn't even call or email read more

Booked a car with Dollar Rent a Car (a Hertz subsidiary) via Hotwire & was directed to this location. Upon arrival, the sole employee made a blanket announcement to all 7 waiting parties that all our reservations were on "standby," and that we would be charged a higher rate than we were promised in our reservation. You know, a reservation. That thing you make so that your car and rate are guaranteed. We immediately booked a car with a different agency, one that's much more Enterprising about not insulting and alienating their potential customers. read more

the customer service is poor, dont bother calling . when they do answer they transfer call like hot potatoe and no one picks up . to book or to get picked up by them is asking too much . i was warned but gave them a shot for my self and i regret it . read more

customer service was fine but FIX YOUR AUTOMATED PHONE - OMG the worst. It takes 10min to get to a prompt to get to "a local associate" to wait on hold for another 5 min while phone rings. read more

This review is based on the uber side of Hertz. I went in yesterday and the agent and manager Refused to accept a valid Visa credit card issued by an online bank, despite advertising Visa acceptance. Apparently there is a list of Visa and Mastercards that they don't accept on the Teams chat. This goes against Visa's and Mastercards merchant rules (specifically, Rule 5.3.2.1 - 'Honor All Cards'). Extremely frustrating experience and discriminatory behavior. I have made a complaint with Customer Support and they helped a great deal with this but also informed me that they can document issues but can't resolve them due to it being an Uber location. They insisted I report the issue to Visa and Mastercard. Visa was amazing. They reimbursed all expenses that I accured due to this issue and have started an Investigation. Long review short, They only accept in person banking cards such as Chase, Wells Fargo, US Bank as of now but Visa and Mastercard will get their way and change that or they may find themselves not being able to take any cards entirely. It's really a shame because this location used to be my personal favorite location even though it's farther away but now I may find myself with a different company entirely. read more

So as an Uber driver I wanted to take advantage of the weekly rate ($325.00) that they were offering through Hertz. Originally, I rented the Tesla from the Hertz location in Panorama City and was disappointed by the poor customer service. I decided to return the car and try it again at the Pasadena location. Steph & Mayra made me feel welcome from the start, asked me to sign in and that they would be with me shortly. Steph really should be a Manager because she left no stone unturned. I was given every detail about the structure, including coming back every month to renew the contract. She had the car cleaned and I was out the door with no delay. The Tesla is fast, efficient, fun and people are curious and like to ask questions about my experience. It just was t for me because the hour I spent charging was taking away from earning money. the only thing that I think they should change at Hertz is to bill drivers weekly instead of monthly. The reason being, is the charges can really add up. At first I assumed that weekly extensions and authorizations were being deducted from my payment method but it was not. After 1 month and two weeks, I owe $2600.00 on my credit card. Although I'm in the hole, this was a great learning experience. If you drive for Uber and your thinking about doing this, it's not worth it. I just got a Honda Accord from CarMax and my monthly and insurance is a total of $600.00. Thanks again Steph and Mayra for being great at your job!!! read more

I wish this could be zero stars. I made a reservation 2 weeks ago for a car to leave a day before 4th of July. There's 8 people in line and I haven't moved in 45 minutes. There's two people working the front desk and they walk away to take someone to their cars. Horrible, horrible customer service. There is no such thing as a good rental service. I'd rather walk barefoot on glass than wait at Hertz again. ZERO STARS read more

I understand the 1-star reviews. Running a car-rental place that is understaffed is a challenge most of us will never have to endure. It is the customers that suffer and the staff gets the beating. Waiting for 30 mins even though you have an appointment sucks. I experienced similar things in those reviews regarding Hertz over-booking car reservations, having to come back to see what rolls in. There is blame to be put on Hertz. But this review is for Art, the manager here. He was honest, upfront about what he could and couldn't do, and he tried very hard to fulfill his onslaught of online reservations. This guy works and is STILL able to treat customers with as much respect and customer service as he could. I was still guaranteed a SUV for a weekly rental. I returned when he told me to later in the afternoon and fulfilled his promise with an upgrade. I was able to enjoy my trip for my birthday week. Give him a break if you see him and he'll take care of you, but be prepared to wait a bit longer than you expect. read more

Like other reviewers, my experience was rude and unhelpful. My car was undrivable on the highway, manager refused to help me, told me to drive the car to the airport for an exchange. Surly, grumpy. read more

Stan was on his phone the whole time and made zero eye contact , didn't try to help me at all very rude, I wouldn't recommend coming here

This location sucks dicks. Had a reservation but they took over an hour to have my car ready? No sense of urgency, not even busy, trash workers read more

This place is busy, so be patient, but the staff are hustling and doing their best to keep up with the demand. Rented a car for the weekend got the manager upgrade, which was a good deal. Brought the car back a couple hours early and paid less than I was quoted, which is always a nice surprise. The manager also gave me a ride home, which was phenomenal. Will definitely do business with him again. read more

This is the worst location, if you can and have the option to, avoid the Pasadena location. They never answer the phones and when they do they will either hang up immediately or show how they blatantly don't care about your concern. I asked to speak to a manager they didn't want to and asked questions then when I said again that I wanted to speak to a a manager they proceeded to say "oh, well he just stepped out". I never have a good experience anytime I have to call or go to the location. read more

I rented a car here because I needed to get to an afternoon appointment. I got here only to discover a line of 6 people ahead of me with only one employee behind the counter. It's taken me 40 minutes to get my car and I'm late to the appointment. I should have taken an Uber. At an airport I can understand a long rental line but I've never seen such bad service at a neighborhood location. UPDATE: I wrote this review while on line waiting for the car, but I should have waited because GET THIS they didn't have the car in my reservation and offered me a different car for $15 more. I told them there was already an agreed upon price in the reservation and that's all I should pay. He said nope, they don't have that car. Insane. Since I was late for my meeting already I had to pay the extra but I feel like this was extortion! read more