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  • Worst experience I have ever had!!!! If I could give less than 1 star I would!! I went to the rental car area at Sky Harbor Airport unsure of what line or area I should be in. There was a very long line waiting for 3 people at the counter to help them. Then there was 6 kiosk's for use as well. I was waiting in line and there were people in line talking about how easy the kiosk was to use and it was much quicker. I had already reserved on line and even paid for (I thought). So I moved to the kiosk area and talked to an agent on the screen who told me you are a gold member go ahead to the gold booth and get your vehicle. So I asked where the gold booth was and the man told me because I was a new gold member I had to wait in line to talk to a live agent. Who knew being in their elite club was a punishment :). So I got back in line and an hour and a half later yes that is right an hour and a half later I was talking to a live agent. During the time talking to him. he was trying to sell me insurance I didn't need and tried to make me feel bad for not buying it. When my husband asked how much for the insurance he talked about everything else but price, my husband again asked him the price and he again talked circles then my husband asked again the price then when he told us it was $180 I said that is almost more than the rental and he said well no the rental was $530. Now when I signed up on line it said if you pay today you will get this rental for $268 so I paid at that time for that price (or so I thought) so I told him that is not what I signed up for and he said that it what it was showing him. So I asked who I could talk to to get this straightened out and he said best not to rent and talk to supervisor. The supervisor was not available to help us right away and since it had already been over an hour and a half I just asked for the vehicle. He again tried to talk circles and I became very upset and hit the desk and asked for the vehicle. We were running very late to where we supposed to be and needed the vehicle. Then we went downstairs to find vehicle and basically had to help ourselves. First of all there should have been a person to direct people where they should go Kiosk or live person, second I feel like Hertz did the bait and switch with price, and then on a Saturday there should be more than 3 live agents. I will NEVER EVER rent with Hertz again. This was the most frustrating thing I have experienced in years. I should have caught the switch in price, but I guess I am just a trusting person and didn't read the confirmation closely, that I will take responsibility for (still was a bait and switch) but the poor service and super long lines is all on you Hertz!!
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