Car pick-up: Not too bad
Car drop-off: Terrible (to the point that I don't even want to use Hertz again)
Car pick-up was way longer than expected. It's normal to wait for awhile but that day was very crowded and service was relatively slow. Service personel was kind and friendly but didn't give us the mini van (or equivalent) as stated on our booking voucher. Instead, we had a much smaller car, a Toyota CHR. We were not too happy about that.
Car drop-off service was terrible. It took more than 30 mins. I waited for more than 10 mins after asking someone to help me. Then went into the office, I was ignored by 4 service personels for more than 5 mins - all pretending that I wasn't standing in front of them.
I asked for help again and someone said that a specific Hertz lady would assist me. She was busy at that time, handling a rather difficult customer.
At the 20mins or so mark, she came to me with extremely foul attitude to tell me to park the car in a extremely tight lot (when she parked the car for the previous customer). With her fault mood directed at me, her words and actions were unprofessional. At this point, I was boiling and pissed.
I gathered myself to patiently park the car and subsequently after that called her out on her bad attitude. I told her that it's unacceptable to bring her previous customer issues and anger upon me and it was entirely unprofessional.
I honestly have not met with such poor service from any of the other car companies. And this was not the first time I have had experience such poor service with Hertz.
Overall, service standards were appalling. Terrible attitude from service staff, no initiative from service crew when there were 6 of them and long waiting time.
I booked a Peugeot 3008, but HERTZ gave me a Volkswagen. There was no space for my luggage, so I had to upgrade to a Volvo S60. Since I didn't communicate with the rental company in time, I ended up paying an extra insurance fee, which was quite a loss.
The return signage at the airport is not clear, and the return address does not specify which parking lot. Missed my flight because I couldn't find the return point.
Both pickup and return went smoothly, but two weeks after returning the car, I noticed an inexplicable charge of 60 euros for fuel and service fees. I immediately sent the return report and fuel receipt to the rental company, but it's been over ten days and still no resolution. Not sure if this is personal deceit by the staff or an intentional act by the rental company.
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