Quick service, good communication about optional insurance without hassle, everything done swiftly.

Terrible

The customer service was excellent. Our car got broken into midway, and Hertz arranged a tow truck and Uber to their local branch in the middle of the night for us to get a new car.

Starting with a rant obviously wouldn't keep anyone's attention. Let me first declare that this is not a rant, but the reality. At LA's B terminal, there's a Hertz shuttle passing every 2 minutes, indicating their market share is high. Nonetheless, their service and operations are absolutely terrible! A Korean employee greeted me and told me the Corvette I had reserved was not available and offered me a standard Mercedes convertible instead. This is not even close to the same category of car, and I had paid extra for the specific model! After a lengthy discussion, he offered me a GTR instead but said there'd be an additional $109 fee, which I reluctantly accepted for the GTR. Then, after some keyboard clicks, he told me the GTR was also unavailable and offered me a Mercedes CLA 43 for free, mentioning multiple times that it was free. I assumed this was a free upgrade from the Corvette, as the CLA 43 is much cheaper in the US compared to the Corvette, let alone the GTR. He even promised a full tank of fuel as compensation. I almost hugged him for that, but you know, there's always a twist! I was still charged $109. When returning the car, I asked for confirmation and was told I agreed to the added cost. Are you kidding me? A CLA 43 instead of a Corvette for an extra $109 even though it's my reserved model that you did not have? The employee from that day was nowhere to be found. I handed over the key and left. I will never choose Hertz again! Additionally, there was another issue. When I realized I might be charged, I proactively contacted the rental platform. The customer service said they would help but later sent me an email stating: 'The store's phone is unreachable, please handle it yourself!' Honestly, why are you not as responsive when taking payments? Ridiculous!

There were a lot of people in line, but the process was quite efficient and the service attitude was very good. I booked an extra day initially but wanted to return the car a day early. The Hertz staff said they wouldn't charge extra and allowed early return, which I found very flexible. The parking lot is huge, and the car condition is excellent.