I reserved a Dodge, but when I arrived to pick up the car, the company informed me that they didn't have that car available. Instead, they gave me a smaller Buick SUV, claiming it would be enough for two people. I was very dissatisfied and they offered a refund, but to avoid impacting my trip, I reluctantly compromised. I'm really speechless, so I'm very unhappy with their service.
1. At the agreed time, there was no car available at the store. 2. After waiting for half an hour, they provided a Honda with poor condition—damaged wheels and non-working mirrors. 3. Later, they replaced it with a Toyota hybrid, but the vehicle was too small to fit the luggage and was a downgrade in model. 4. If dissatisfied, the only option was to keep waiting with no guarantee of when a car would be available, vaguely suggesting an upgrade option. 5. Paid an extra $120 for an alleged upgrade to a Hyundai Tucson, which they claimed was the only available car. However, the vehicle was very old, had over 90,000 miles, and the seats were dirty and heavily worn. Considering we had already waited for 2 hours, we had no choice but to accept it. 6. The service lacked a proper vehicle inspection process. The overall experience was extremely disappointing.
Hertz's service was excellent, and the car was very new, with only 6000 miles on it. The staff explained the terms in detail, were humorous, and even helped us bundle the most cost-effective 2-day unlimited Toll Road package based on our travel plans. Returning the car was quick, and the $200 deposit was refunded instantly.
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