Kristin Reviewed on May 7, 2019, 4:37 PM

I was very impressed, I was very upset and distraught and the young lady that helped me was very nice. I just had been in an accident and she was so great.

Jon Reviewed on Apr 10, 2019, 8:25 PM

I arrived at 12.45pm on Friday to pick up my prepaid rental. I was told by the MT (manager in training) that my reservation had been canceled due to arriving more than one hour late. She said that she couldn’t even find my reservation in the system. She said that I’d have to call Customer Service to deal with a refund, and that I’d have to make a brand-new reservation. Upon calling Customer Service, they informed me that the MT was wrong. I passed the phone to the MA (assistant manager), who replied, “Yes, I have the reservation right here on the clipboard.” Then the MT proceeded to give me an enormous pick-up truck, since that was the only car that they had on the lot. I reserved a compact Nissan, so I’m not sure why the car that I reserved wouldn’t be available. (Or at least the same size of car). The MT told me that if I didn’t want the truck, that I could visit other Hertz locations to swap it out for the car that I had reserved. I asked her if she could make some calls for me, and she replied that she had the inventories available in front of her. (Why didn’t she offer to check before I had to make the request?) She told me that the Oakland Airport had plenty of compact cars, and that I could drive the truck there to swap it out. (Why didn’t she offer to have me driven there, as the MA had just done minutes earlier with another guest?) I drove to the airport, which had exactly 3 compact cars from which to choose. I asked to be upgraded, since I had gone through a lot of trouble already. The agent went to check with the manager and returned about 30 seconds later with a resounding “no.” She told me to drive the pick-up truck to Lot 3 and to unload my car into the new car and proceed. After finding Lot 3 (not an easy task, and with no agents visible to assist), I began unloading the truck into the compact. A Hertz agent suddenly showed up and told me that I couldn’t park the truck there, that I had to take it somewhere else. I explained what had happened, and he finally capitulated with a, “Just don’t do it again.” (Seriously?) Happy that the ordeal was finally over, I proceeded to the exit. The agent at the gate then explained that I’d have to back up the car and return to the truck in order to do the swap. Then another agent told me that I’d be charged a $100 cleaning fee because of a few dog hairs. (How am I supposed to clean the truck when I’m just driving it for 20 minutes to swap it out? Why did no one tell me that only service dogs are allowed? My dog was with me the entire time at the office where I originally tried to pick up the compact car that I had reserved.) This is when the ordeal officially entered the realm of the surreal. I’ve rented with Hertz on multiple occasions, always with my dog. Why the issues now? Don’t you vacuum the car? I was finally able to begin my trip approximately 2 hours after I arrived @ Hertz. I was charged an $80 cleaning fee, as well as an additional $9 in taxes. I have tried reaching out to Hertz, but without success. Wow, what an awful experience. The only silver lining is that I’m using my terrible experience with Hertz as a training tool for all of the restaurants that I manage, basically a “what not to do, how not to treat a customer.”