We used Hertz for car rental in New York this time. The staff at pickup asked very detailed questions, which left us a bit confused, so we asked our daughter to help translate. It seemed like the platform needed to confirm the insurance details with us again. Although the staff had to repeat information, they were thorough, patient, and answered all our questions. Such a great service attitude. Returning the car was very simple, just leave the keys inside and park it as instructed. We passed through many toll roads while driving and asked about it. The staff said if we accept email billing, we can just leave. Otherwise, we need to patiently wait in line to handle it on-site. It really relies on trust and honesty.
The store boss was very nice. I made a mistake and forgot to bring the original driver's license, which meant I couldn't pick up the car. They hoped QEEQ platform could modify the main driver information in the backend, but after spending a significant amount of money on phone calls, they said they couldn't help. Just when the order was about to go to waste, the store staff and boss communicated since my husband, who was traveling with me, had his license with him. They agreed to let us pick up the car!
The staff was very poor. They just said the reserved car wasn't available, and that I had to pay more for an upgrade and additional fees. I ended up paying $120 to get the car.
At first, they said our order didn't include third-party liability insurance and suggested we buy one. However, when we declined, they didn't push it and were very polite. The car was even upgraded for free.
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