Hertz Car Rental - Burbank - Hollywood Burbank Airport (BUR) - Burbank, California

Richardo Zhang

I have been a Presidential member for a long time. I can choose any car in the PC area. Even if they have no extra car to choose, I will be given an upgraded model as compensation.
I understand that this time there was no car to choose from because it was Monday, but they didn’t even upgrade me to a car because of this? This is not the way to treat loyal customers.

Perry Sun

Hertz car rental is the worst rental company you could find. I rented a tesla model y and returned it with key card inside, but this Burbank location still insist to charge me not return key card $275. I called Hertz many times and they said they will work on it and call me back in 72 hours but they never call me back. I had been rental Hertz more than 30 times over the past 20 years and they still treat their loyal customer worhout any respect. I decided not to rent Hertz anymore, people be aware to take pictures when you return your cars with Hertz. Especially this burbank location. Dont rent car with Hertz, they dont treat their customer fairly.

Nanette Kelley

I arrived at Burbank airport and did not have a rental car because Hertz at the Burbank airport does not answer their phones and the website does not acknowledge Avelo flights in to Burbank.I had a reservation but my flight was late. Because their website does not acknowledge Avelo Airlines (which I flew in on to the Burbank airport), I could not register my flight number (which would have alerted staff that I would pick up my rental late). As a result, staff had no idea my flight was late, and they could not make arrangements to provide me with a car that night… In addition, I called for hours and they don’t answer their phones (it turns out they have no staff at the main counter, where the phones actually are, they only have staff in the parking lot ). Therefore, I had no way to contact them to tell them my flight would be late. I was forced to take an Uber from the airport to my hotel and then in the morning as well back to the airport to pick up the rental car. I prepaid with the promise of “don’t wait in line“ but because their front counter was closed, I was still forced to wait in line at the Hertz parking lot. I would’ve been better off taking Ubers the entire trip and it would’ve been cheaper.

(Re: Hertz’s bot response: The auto response and pathetic email apology regarding my legitimate complaints proved that Hertz management doesn’t care about customer satisfaction, a refund for all my out-of-pocket expenses and time, due to their negligence, would’ve been acceptable.)

Franklin Morales

We rented a car to go to Las Vegas. A few days later the car didn't turn off at all. They made us wait for 2 hours for a replacement car and was upset after that. Very poor customer service!! I'm not going to rent a car with this company again!!

Remsha Khan

I wouldn’t normally feel compelled to leave a review for a rental car agency but reading all the negative reviews for Hertz Burbank left me feeling extremely nervous before my trip. However, I had a largely smooth and positive experience (perhaps the smoothest and most positive experience I’ve had at any Hertz location). I was helped out by Bobbi who I found to be patient, friendly, and helpful!

Will be rerouting all my trips to Burbank from LAX for this reason alone. Thanks Bobbi!

Amanda R.

Arrived at the rental desk and our car was not ready. My husband asked if there were any options for a different vehicle because we were on a time crunch. The desk agent was extremely rude and unhelpful. Told us it would be at least an hour from our requested pickup time and to get out of her line. I would have expected an apology or something for our inconvenience. Refused to give us her name but claimed she was the manager. Ended up renting with a different company. Will not be using Hertz in the future.

Koyi Huang

I would highly NOT recommend renting anything from this company because their booking system is trash and I’ve been waiting for over an hour to pickup my rental car. Their reason was because it’s Labor Day and they’re overbooked. Well, if you only have a certain number of cars why would you allow more people than the available cars to book it? RIDICULOUS. Wasting everyone’s time here, thank you for that.

UPDATE: Looks like the car is broken and we’ve been waiting for more than two hours. Really didn’t sign up for this and it’s literally ruining my entire plan for the day. Thanks Hertz. Please never rent from this company ever unless all you want is to sit at the airport for hours waiting for a car to be ready. AND yea you better be sorry about this.

Shai

Wish I could give 0 stars because it was the worst car rental experience I have ever had. Avoid this place if you can. We reserved our car online only to arrive and be told that the wait would be many, many hours for our car, and 20 people were already ahead of us, also waiting for their reservation. We ended up needing to make a new reservation at a different Hertz location, which cost more. We also could not cancel our original reservation online, so we called this location for help with the cancelation. We called at least 10-20 times, and nobody ever picked up. Ended up calling customer service and waited on hold for over 1 hour before someone answered our call and canceled our reservation.