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  • I had a mixed experience. Upon arrival, we were second in line and the line manager scuttled us off to do our business via a machine. I really wanted to talk to a live person, but instead I get one onscreen. We do our business for quite some time and at the end the "system" does not allow the representative-in-a-machine to print our documents. So we end up going to the desk to talk to a person anyway. She can't find our records or basically anything relating to our reservation. Recall the Seinfeld episode: "you know how to take reservations, you just don't know how to hold reservations, and holding the reservation is really the most important part of the process." So 30 minutes after our arrival at Hertz we are shuttled off to see a manager. After some initial confusion--there is apparently a person in Ireland with the exact same name who also had a reservation with Hertz--she gives us a choice of any car we want as a free upgrade. We get a 2012 Prius and really liked it, but when we arrived in Flagstaff later that day and found 20 inches of snow, the wiper fluid container was bone dry which means that the car had not been adequately maintained. I had to buy wiper fluid on my own. When I returned the car, customer service could not refund the amount for the wiper fluid but gave me a certificate for $25 off my next Hertz rental, which I would have gotten anyway by doing the online survey after the return.
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