STAY AWAY from this hertz! I totally understand a rental reservation is not really a reservation. I've waited to get a car assigned to me at other rental car places. Yes, I understand it is a holiday weekend and that a GMC recall has hurt your fleet number. But this Hertz is the absolute worst experience. I waited nearly 2 hours for a car that I had already pre-paid for. So I was essentially held hostage by Hertz (me and about 20 other people). My issue isn't the wait (it was annoying for sure though). My issue was with the BLATANT LIES told by the counter people, and whoever was on the video check-in kiosk thing.
It's just a few more minutes. Your the next person on the waiting list. We are just waiting for cars to be washed. Total BS! If you actually told me accurate information, even if it isn't i really want to hear, I'm more willing to accept it!
The other issue is that Hertz feels no obligation to try to make it right. They won't upgrade you for free. They certainly won't refund your money. They won't even entertain other alternatives like we'll drop you off at your hotel/pay for a taxi and let you know when a car is ready. By the way, all of these alternatives have been offered by other car rental companies.
I even called the corporate office while I was waiting around. Incredibly unhelpful which goes to show that the issue not just a local problem but a corporate policy to be jerks.
Bottom line- if you rent Hertz, be a gold member. They are the only ones who actually have a car reserved for them. Otherwise be prepared to be jerked around.