Extremely terrible.
I had a reservation with Hertz to pick up the car at San Francisco Airport and return it in downtown San Francisco. I was supposed to pick up the car on 3.9 at 10:30 AM at the airport and return it on 3.13 in downtown, costing less than 1100 RMB. I chose the prepaid option via Zuzuche. Upon arrival at San Francisco Airport, I had to take a shuttle train to the car rental point, with no directions available, but fortunately, my colleague had been there before. When I got to the Hertz counter on the third floor of the parking garage, I was told to go to the first floor. On the first floor, they said their computer was broken and directed me back to the parking garage. At the parking garage office, the staff, who was of Chinese descent, was extremely rude and impolite, suggesting that I fill out a handwritten form since their computer was still down. All conversations were in English, and if I misunderstood any word, their attitude got worse. My impression of Hertz was extremely negative.
They also took my credit card into a back room to make a copy, which took it out of my sight, and charged a $200 pre-authorization, despite this being a prepaid order!
The real trouble started with the return. Given my experience with a domestic car rental company, I knew the return time could be lenient. Still, since this was an international rental, I reminded myself to be extra cautious.
Including the grace period, the return time was supposed to be before 11:00 AM on 3.13. Here comes the interesting part:
1. On 3.13, Daylight Saving Time (DST) was in effect, so the clock was turned forward by one hour, meaning 11:00 AM was actually 10:00 AM.
2. My hotel reminded me about DST, so I left an hour early, considering the new time.
3. Despite rushing, I arrived at the downtown parking garage around 10:20 AM. The staff inspected the car for five minutes and confirmed a full tank, which I had filled twice the night before and the day of, just to avoid any issues.
4. At the counter, the receipt showed 10:33 AM, and I was told I’d be charged a $26.25 late fee since I supposedly picked up the car at 10:00 AM on 3.9.
My reservation was for a return at 11:00 AM, so why am I being fined for returning at 10:25 AM, especially considering the DST hour loss? Despite my protests, it was useless. They had already copied my credit card, so I had no choice but to accept the loss and leave.
Both pick-up and drop-off were very fast, and there was no issue with using a magnetic stripe card for the deposit instead of a chip card. We even extended our rental by a day without any formalities, and the fee was deducted directly from the deposit when we returned the car.
Hertz is a reputable large car rental company, the procedures are simple, pick-up and drop-off are convenient, and they have a good reputation. Recommended.
HERTZ's service is not great. They tried to upsell other services at pickup, which wasted time, and the prices are high. At drop-off, they wanted to charge $175 for cleaning because there was some sand in the car. Although they didn't charge in the end after some argument, it was an unpleasant experience.
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