Staff were not helpful and difficult to speak to.
I had an AWFUL experience with the Hertz group in the Niagara Falls NY region. 1) I knew Wednesday, the day before that I was going to be delayed by an hour picking up the car on Thursday, and tried 6 times to call. Several times the line hung up, one time it said it was busy and the last time a message said they were closed for the day (an hour before published closing time at 5pm) 2) when I arrived, I discovered that it was nothing but a rented beat-up desk in the corner of car repair office (Amherst Automotive) with NO Hertz staff on site. The car repair shop, of course, who rent to Hertz, took no responsibility for their customer service, nor did I want them too. But I HAD NO WAY TO GET IN CONTACT WITH THE MANAGEMENT OF THAT SITE! Finally, one of the repair shop managers called a number for the Hertz general manager and the Hertz rep said he would be there in 30 minutes. It took at least 45. While I was waiting another Hertz customer came in with the exact same problem I was having. She left though. When the Hertz rep finally arrived, the young man apologized and said that it was Hertz management who was stretching 3 workers over 4 offices and that they only turned up when a customer was expected. He gave me a dispensation to not return the car full as atonement for the trouble. RETURNING THE CAR WAS EVEN WORSE. I had to return the car on Sunday afternoon instead of Monday, but again, I could reach no one by phone, and there was NO Hertz drop box, and the number posted on door by Hertz gave a number that didn't answer when they were closed (I also happened to know that it doesn't answer when they are open either!) I called 4 different Hertz numbers, one I had been given by the Hertz attendant on Thursday, the one listed in the Hertz Niagara website, the one at the Niagara Falls Airport (that one the Hertz attendant said always worked---evidently not). Finally I called the national one, and was online two different times, waiting for a total of two hours standing there outside the closed repair shop. While we were waiting with awful wait music and advertisements blaring, (miraculously for a Sunday afternoon) one of the repair shop's employees came out from the building. He called HIS manager, who gave him permission to put the keys on the Hertz desk along with a note from me. Meanwhile, when I DID did finally get a live person...somewhere in the Philippines I think, that person didn't seem to understand what I was needing ("What do I do with the keys???") and she shunted me off to another person for a 1/2 hour's wait. The second Philippine lady finally said she had sent an email to the Hertz Niagara telling them that the keys were on the desk. I had taken a video of the car just to be safe, and took a picture of the keys and the note and the rental agreement for the same reason. I have NEVER EVER had such terrible service or seen such a completely unprepared system even in the back country of South America or the outer Greek Islands, where I've rented cars.
The pickup process was simple, but the drop off location had been temporarily closed without any notification. Because of this, I had to return my car to a different location and call for about an hour to be retroactively reimbursed, a really annoying process.
Pros:
great.Cons:
Seamless.Pros:
Pickup and drop off went fine.Cons:
The seats were awful. The reason I rented the Full Size SUV was to have a better seat for a long drive The KIA Sorrento did not have ant adjustments fo the seat angle or lumbar and were like sitting in a wood chair.