M. Guyse

United States

The staff was very aggressive with trying to get me to purchase the OPTIONAL insurance and kept going on and on about how I was smiling now but if something were to happen to his vehicle then I wouldn't be smiling. Just very unprofessional in my opinion, didn’t mention the features of the vehicle or the contract (other than bring it back on full – didn’t even review (walk around) the vehicle with me; said he had already checked it out but if I wanted to do my own walk around, I could.) But he sure told me the cost of the rental, $100/day, that I would be charged, the cost of the down time and that there would be a charge for not being able to rent that vehicle while it was being repaired, as well as all of the things that could go wrong, (“if anything happens to my vehicle, you will be fully responsible”). First of all, thanks for all of the scary numbers and details about how much it would /could cost if I didn’t get the OPTIONAL insurance. Second, I guess I didn’t realize it was YOUR vehicle; he repeatedly stated “my vehicle”… I thought it was Hertz’s vehicle. He asked what insurance I had and said he knows my insurance won’t provide the gap coverage that will be needed and that is how they write their policies, because they know what insurances won’t cover. At the end of his spiel, he asked me which insurance I wanted…not ARE YOU INTERESTED IN ADDING ON EITHER OF THESE OPTION. It was kind of like the up sell they do at the fast food restaurants…do you want medium or large. How about just what comes with the advertised price? In this instance, since it is optional, how about neither! And then, the vehicle I reserved - a mid-sized SUV, was not available when I was there to pick it up. Graciously, I was given a full sized SUV at no additional cost. It was the only other SUV on the lot. Thank you - Very much appreciated, BUT, that is the least you could do since what I reserved wasn’t available. This vehicle was equipped with wi-fi and when I called later that day and asked for the code, I was told that I needed to have asked when my contract was open. Now that I had taken the rental off the lot, my contract was no longer open. He also informed me that it would cost me $40/day for the code but that it could not be added on now since my contract was not open. He also stated that he had already given me an upgraded vehicle and made it sound like I should have just been happy with that, even though I was willing to pay for the upgraded feature of wi-fi. As a result, I won't be renting from this location or this company ever again. Hertz should expect more social posts from me regarding this experience. And this staff person has been there for a while, I remember him from the last time I rented prior to this time. I am sure I am not the first customer who has experienced this.