Excellent

Upon arriving in Los Angeles to pick up the car, we had booked a 7-seater Mercedes GLS SUV, but when we got to the Hertz rental point, the staff clearly told us that the system showed we had booked a 5-seater Mercedes GLC SUV. We had five people in our group, four adults and one child, plus three suitcases, which the Mercedes GLC could not accommodate. The staff insisted that their system showed our booking was for a 5-seater (even though we had a printed reservation for a 7-seater large SUV, the Mercedes GLS). Eventually, we paid an extra $400 to upgrade to an Infiniti QX80 (the rental platform's customer service agreed for us to pay the upgrade fee first and take the car to avoid impacting our schedule, and they would handle the coordination later). The staff also provided a handwritten note explaining the situation. The whole process took about two hours.

There is an unreasonable clause. You can pick up the car before the scheduled time, but be sure to return it earlier as well (they won't notify you, just deduct the money). If you pick up the car after the scheduled time, the return time won't be adjusted; it remains as per the original booking.

The return time in the order did not match the actual office hours. The office was closed when returning the car, and the parking lot was not in the same building as the office, with no clear instructions or signs. It took an hour to find the office. Once found, they told us to drop the keys and contract into their box to complete the return. However, the system automatically charged $100 for not returning at the specified time. We are currently in negotiation and it's still unclear if we can get the refund. Overall, it was a waste of time and effort, very disappointing!

Advised of additional (optional) insurance cover at time of pick up, had thought this was included when completing booking through QEEQ

Advised of additional (optional) insurance cover at time of pick up, had thought this was included when completing booking through QEEQ

Awful customer service we got to the counter and they simply told us we didn’t have any cars they didn’t help us find another car they didn’t offer us a replacement we were left in an unknown city on our own