Don't know we're to start from, we call a day before to reserved our rental and to make arregements for pick up. We drop our car at service king we call and were put on hold for 20 minutes , finally the lady by the name Akita answer and told my husband that the driver had left 15 minutes ago we told her that we were still waiting, we wait for 15 more minutes no one came the lady from the body shop was so nice and drove us to pick up rental car. we got there and talk to Akita and she did apologize but than she told us that she only had one car , we said its find we can call the next day to see if we can get a different one she said yes . So the next day we did and talk to her again and explain to her that we usually wanted the same kind of car cause but there was something wrong with the one we had got, and we were going out of town and we did not wanted any issues, what she told us ,was well we don't have any cars avaible and if your car stops just call triple a and she hang up the phone. With this customer service we will never go though Hertz.