I placed a reservation weeks in advance for a full size car over the Memorial Day weekend. Placing the reservation want a big deal.
Arriving at the car rental location, knowing it was at the airport, and it was a Friday evening of a holiday weekend, I expected lines to be long at every company. To my surprise lines at the counters were clear for every company... Except Hertz.
I stood in line for over 75 mins . Their counter space looked like it could accommodate maybe 15 customer service agent terminals(they have a huge counter at the airport) but only 4 active agents taking checkins.
About halfway through standing in line, 1 of the agents yells to the patrons in line "we only have compact and economy cars left". A concerned patron in line says "but I have a reservation " to which the agent yells back condescendingly "yea everybody has a reservation".
It was noted a few times during our stand in line that a few agents were just behind the counter watching the line but just chatting with each other.
In the end I was charged a rental for a full size vehicle, but only got a compact car. The agent tried to argue that "the car is considered our mid-size car". Ummm no it's not.
Shame on you Hertz. I've been in nearly every major busy international airport on the west and east coast. This has by far been the worst car rental experience ever. The response from "customer service" is primarily what made the situation the worst.