The staff was very poor. They just said the reserved car wasn't available, and that I had to pay more for an upgrade and additional fees. I ended up paying $120 to get the car.
In New York City, there's no choice; we were pre-assigned a Nissan that had already driven over 35,000 miles. The most problematic issue was the return location at Washington Union Station. It required driving into the train station parking lot first, and there were no visible signs for the rental company outside. Setting the GPS to the address provided was confusing. I recommend that the app provides more detailed instructions. Also, when placing the order on the app, a second driver was supposedly added, but it seems Hertz didn't sync the information, so an additional $3 was charged on-site.
At first, they said our order didn't include third-party liability insurance and suggested we buy one. However, when we declined, they didn't push it and were very polite. The car was even upgraded for free.
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