Car replacement, additional insurance, and GPS service fees

The service attitude is pretty good, but the wait time is still over twenty minutes. Additionally, they couldn't provide the booked car category. We booked a luxury sedan, but they could only provide an economy car. After more than an hour of communication, the rental company finally provided a Mercedes convertible, but there were three of us and the luggage couldn't fit. We ended up accepting a Ford Edge.

Before my trip, I learned from Hertz staff in Hong Kong that the actual car models available for the type I booked would only be Ford Galaxy 7 Seats and Ford Tourneo 7 Seats (the rental car reviews also only listed these two default models). On July 29, when I picked up the car at Munich Airport, the counter staff, Hofmann M., informed me that the actual car available was a smaller Ford S-Max. I immediately objected, but he insisted that the Ford S-Max was in the same category (which later proved to be untrue). Because the Ford S-Max was too small, Hofmann M. suggested that I could rent a Mercedes Benz V-class 8 seats for an additional Euro 300 without the Cross Border Fee. To avoid travel delays, I reluctantly agreed. He then printed the Rental Record for me, and after reviewing it, I questioned the last three charges (Fuel option: Euro 73.24, Location service charge: Euro 69.00, and Tax: Euro 72.82). He assured me that if I returned the car with a full tank, these charges wouldn't apply, so I signed the new Rental Record. On August 14, after returning the car, I found out from the Hertz Statement of Charges that the Location service charge: Euro 69.00 and Tax: Euro 72.82 were still charged. First, if Hertz had provided me with the Ford Galaxy or Ford Tourneo as per the contract, I wouldn't have needed to pay extra for an upgrade, which is the root of the problem. Second, if Hertz couldn't provide the booked car model and needed to upgrade, the upgrade should have been free. Third, Hofmann M. stated that only an additional Euro 300 was required and assured me that the last three charges wouldn't apply, which led to my agreement and signature. His sales tactics were basically fraudulent.

Due to issues with the rental company's system, the staff took 45 minutes to successfully input the order information. It took a whole hour to pick up the car.

The condition of the company's cars is excellent, but the staff at the store kept pushing insurance and other vehicle options, which was quite annoying.