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  • I've used Hertz as my primary car rental agency for most of 18 years. They usually do fine. Unfortunately, my last experience at Hertz Phoenix Airport was quite the exception. It was Saturday, May 28, 2016, Memorial Day weekend. Arrived with family for a week-long vacation rental. The #1 Club Gold member board was not working, so people had to get in line at the Gold desk to get their vehicle. The line quickly queued to 8-10 people. While there were 4 people in the back room, only one was willing to help customers. When my turn came, there was some confusion with my rental. The agent told me to wait and went in the back room. Ten minutes later I knocked on the door and told them there were 10 customers waiting to be served, and the line was getting longer. Then agent that was helping me said "I know" and slammed the door in my face. After a call to the location main desk and a few words with the site manager, he came down and "read the riot act" to the agents in back. A few minutes later, two agents came out and finally started to help me and another customer. In the end, with the Manager's help, I got a car upgrade from family minivan to a nice SUV. Very much appreciated that, but the appalling disrespect for customers was perhaps the worst I've ever experienced with Hertz. Need new management at this location!
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