Hertz - San Francisco - Mason Street Reviews 

I selected a Nissan Rogue or similar and was downgraded to a Kia (much smaller) something or other that had zero power and lacked the amount of room I expected when selecting the Nissan. We were literally craming bags into the back and one had to ride beteen the back seat passengers. The final straw was when I complained it fell on deaf ears and we were given the pleasure of paying the same amount.
It was my first time renting with Hertz so this is what I would call a missed opportunity.

We were given the wrong ,inferior, class of vehicle by the counter person.
Other staff were extremely helpful in changing to the correct one. But this was an annoying experience

The person at the sales counter was very helpful and gave excellent advice about driving in the bay area.

Easy pick up, Car was clean and ready to go. It was in good condition and enjoyable to drive.

Good customer service. Just need a board to make sure the gold members don’t need to stand in line downstairs and upstairs. Also the important fact that there is no after hours drop off.

Comfortable, reliable car. Easy checkin and checkout.

The reservation said I could pick up the car at my hotel. the Westin St. Regis, and to hi to the Hertz desk at the hotel. It turns out, there is no longer a Hertz desk at the hotel. We walked a couple of blocks to the Hertz office and it was only open 8am-5pm and we could not return the car outside those hours.

Was charged extra, even as a gold member

The workers

Everything was very good. I didn't give it 5 stars for two reasons. The first is that the car was delivered dirty, and the second is that I was charged a high fee for changing the drop-off location, even though it was in the same city and just a few miles away from the original drop-off point.

The renting agent was pleasant and competent. The care was clean and ready. It did not have car play.

Counter time wait was too long and the car that I reserved weeks in advance was not available.

Great friendly service and wonderful intervention by Jorge

Counter service was prompt. Car initially assigned was slightly dirty. I pointed it out because I didn't want to be charged for it when I returned the car and they swapped it out immediately. Location was less than a block from my hotel and in a parking garage so it was very convenient to park it there overnight (of course, the parking charge was separate). They open at 7:00 am every day and I was able to turn it in and catch BART to the airport for my Sunday morning flight out.

Very happy with the service . All the team were helpful name my Victor

The lady at the counter was very friendly and gave me an upgrade that worked for my trip. The car drove great and saved me some money for gas. Overall I like going to Mason Street for my rental.

Waited for hours to get my scheduled rental.

I had a pretty frustrating experience with this Hertz location. We arrived about 10 minutes later than our scheduled pickup time, but then ended up waiting nearly an hour before we actually got the car. What was especially confusing was that people who arrived both before and after us seemed to get their cars much more quickly, and we were never given a clear explanation for the delay.

I’m also a Hertz Gold member, but I didn’t experience any kind of priority processing or noticeably better service.

The one-hour delay also had a real impact on the rest of our trip. Because we left much later than expected, we hit heavier traffic in the morning, and then ran into traffic again on the way back. We ultimately weren’t able to return the car before the location closed, so I had to keep the car for an additional day and also pay extra for overnight parking.

Overall, the pickup process was extremely inefficient, and I also think the closing hours are quite inconvenient for a downtown rental location. I would have expected a much smoother experience, especially as a Gold member.

Car was clean .. rate was good!! Check out and check in process was smooth

The Good - rental agent was polite and helpful, Vehicle was a Nissan Altima, full size car fit all our luggage, 2 large bags, 1 carry on, 4 backpacks. Interior was comfortable for 4 passengers, great gas mileage. No road noise, smooth ride.

The Bad - Vehicle was well used, 93,000 miles, had some chassis issue, loud intermittent popping noise from rear end, which wasn’t immediately noticed.

Also, at one point well into the trip, the car would not accelerate had to press gas pedal several times and finally took off. Only did it once, but in heavy traffic. Possibility an electronics issue??

Started to fear of being stranded.

So look over your rental including mileage prior to leaving rental parking lot.