Jan Reviewed on Nov 2, 2018, 3:56 PM

We arrive at hertz to pick up our seven passenger large suv- it said suburban or similar- well wouldn’t u know they r trying to give us some tiny Toyota 6 passenger small suv which would have been bad enough but they didn’t realize until we got there that that car had a recall so they could not rent it to us- they made us wait for 2 hours til another location drove us over an suv I kept telling the guy I needed it to be seven passengers and tht I rented a suburban because I wanted the biggest one- he told me it would be- low and behold five min before they r closing the guy pulls up with a Range Rover five passenger suv- he knew I needed a seven passenger car but he wanted to get out of there and go home so he told me there was nothing he could do for me this was all they had and I could take it or leave it- I was in tears as we were scheduled to pick up our family members (7 people total) and head on our road trip vacation- how could we do that in a five passenger vehicle- I took the car not knowing what else to do and went home and started calling hertz main number after six phone calls- and 55 minutes total on home and being transferred to different people I found the most amazing (&only intelligent) employee at hertz he worked for the road side assistance dept - and yet he still went out of his way to help me- something not one of the ten other employees I’d come in contact with either in person or on the phone was willing to do- he directed me to go to Logan airport and he made sure there would be a mini van there for me when we arrived so We drove two hours out of our way to go to the airport and exchange the Range Rover for s mini van- not what we wanted or rented, an annoying detour to say the least, and I felt it was totally unfair that I had to run around and do all this extra stuff because the original employee that was handling our rental dropped the ball so hard - and not only did not make any attempt to rectify his huge inconvenient mistake but he also gave me an attitude as if I’m somehow to blame! I’ve always rented with hertz and have always been happy but this was such a terrible experience that I would rather pay double the price and go to enterprise then ever deal w anything like that again- sad part is he was not the exception - every single employee after him I spoke to was just as useless or rude as him until we luckily got connected by mistake to the road side assistance dept and by that point I was so beside myself cause I didn’t kno what we were going to do I figured might as well repeat myself and tell this person what’s going on too - sure enough he saved our trip - and he is the only reason this experience got the one star it did- (If I rated him he would get five stars) because every other employee either couldn’t understand English, gave me wrong half assed information, “transferred my phone call to the correct dept” which really meant hung up on me, or passed me on to another equally as uselsss employee: bottom line when u pay almost 1k to rent a car and then they give u the complete wrong one and not only refuse to help u but send u on a wild goose chase trying to fix their mistake it’s pretty infuriating- I should have refused the car and disputed the charge but I was so shocked at what was happening I didn’t know what to do. Hertz clearly hires the laziest morons on the planet