I rented a car here to drive from PHX to San Diego for a mini vacation in December. I know it was around the holidays but the wait to talk to a representative was crazy. I went in on a Monday afternoon and spent over 30 minutes standing in line to talk to a representative. While I was standing in line there were not one, but two, customers complaining.
Once I did get up the to counter it was ok service. The lady was very apologetic about the customer who had been yelling obscenities (yes, that's how upset people were). She told me one car was available, then when she went to process it through the system it was gone. Eventually I ended up in a car in the size I reserved and they just happened to throw in their GPS system for free because it was the only way they could get me the kind of car I wanted. I get the feeling that wouldn't have been a perk if I was willing to pay for it (since they tried to sell me on it before telling me the car had it anyway).
After getting all my paperwork I went on my merry way down to find my car. The keys were in the car and I was standing by the car waiting for someone to come assist me, which is how it's always been in the past usually. Eventually another customer came up and told me that there was nobody working the lot and they just expected you to drive it to the "check out." It would have been nice had someone told me that or if they had signs to that effect.
I am glad I knew to look at the car before getting in since when I got to the "check out" they told me the cameras weren't working and I get the feeling had I not had the insurance they wouldn't have even looked at the car.
The only nice part was that with Hertz you can return the car at any location. Since I was staying with family in PHX and just renting a car for a few days, it was convenient to not have to go back to the airport and deal with that.
Definitely not my best experience renting a car.