Very good

The speed of the pickup service was okay.

We picked up the car at the agreed time. We originally booked a Nissan Quest, but Hertz didn't have it, only a DODGE, which is much smaller. Although the Chinese customer service was very responsible, they still couldn't switch back to the Quest. Also, we couldn't add the customer service on WeChat, so there was no way to communicate. Being in a foreign country and renting a car for the first time, we had no choice but to accept it. The user experience was very poor.

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.

Like: Great price, it was very easy to book and we got a great car!