Like: The car experience was great. Dislike: When I tried to drop off the car at Gare St-Charles Tgv in Marseille at Wednesday 22 August at about 7.00 pm, the employer at the desk was really rude. He insulted me, he didn't speak English ("You are in France, you should speak French"), and he didn't answer any of my questions. It was really disturbing.
The staff at the pickup counter insisted on upgrading the car type, citing the luggage being too large to fit in the car, which felt like a forced upsell. Overall, not very satisfied with this rental experience.
We needed a small car for a short trip, but when we arrived 30 minutes early at the car rental company, they told us there were no cars available. They offered an upgrade for an additional 20 euros per day or we could wait for more than half an hour. Since an automatic car is more convenient, we accepted the upgrade. Hertz has always provided good cars, and this time it was a car with just over 10,000 kilometers on it. It worked great over the past few days. Returning the car was also easy, no issues with insurance. We returned the car a day early due to a change in plans and asked if we could get some discount for that, they agreed initially but didn't give any discount in the end.
1. When I picked up the car in Seville, my flight was delayed. Because of this, the staff at Hertz at Seville Airport gave my reserved BMW 1 Series to someone else and only had an Alfa Romeo left. It's not my fault that the flight was delayed, is it? 2. I was not satisfied with the car Hertz gave me. It was clearly of a lower class than the BMW. I wanted a BMW 1 Series because the streets in the old town of Spain are very narrow, and I needed a small car. Instead, I got a big car. Driving through the narrow streets of Seville's old town, rushing for 120 kilometers, and having to find spots to let others through in one-car-only streets was a nightmare. I’m not a bad driver; I have 10 years of experience and just didn't want any trouble abroad. 3. The most important issue was that the staff pushed me to buy insurance but didn't inform me about the refueling policy. Because of this, I had to pay for a full tank of gas when returning the car. Excuse me? I contacted QEEQ customer service online, and they told me to report it to Hertz, which was clearly shirking responsibility. Can you imagine being alone abroad and feeling helpless? Shouldn't QEEQ, where I made my reservation, take full responsibility? The receipt from the staff was entirely in Spanish, and I had to find a friend to translate it late at night. I did not agree to the full tank policy. If they had told me about it, I wouldn't have let them do this. My English is fine, and they never mentioned this. The usual policy is to take the car with a full tank and return it the same way. Otherwise, you'll be charged a high fuel fee because the car rental company needs to pay extra labor costs to refuel the car, and labor is expensive abroad. Charging for a full tank upfront should be an optional service, and refueling it yourself before returning the car is more economical. The fact that they did this makes me think there’s something dodgy going on at that branch since they can price the fuel themselves and charge a high labor fee. This was the worst customer service experience I've ever had with a rental car. I have to be honest, even if I risk not getting the 600 RMB rental coupon for a good review.
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Customer Service
Rude employee
Dislike: When I tried to drop off the car at Gare St-Charles Tgv in Marseille at Wednesday 22 August at about 7.00 pm, the employer at the desk was really rude. He insulted me, he didn't speak English ("You are in France, you should speak French"), and he didn't answer any of my questions. It was really disturbing.
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