They have always been good to be! Had to wait at times, but they always offered snacks, drinks, etc. I was never ignored and never charged for anything more than what they stated. They do have a very busy office so if you arrive right when they open, you will be waiting. The staff have all been very kind and helpful each time I call and come to get a car. I will only use Hertz on Sahara and will not go anywhere else if I can help it.