Hertz Never Again
Pros: Making the reservation on Kayak.com was easy.
Cons: I had a confirmed online reservation to pick up a compact car on Thursday 10/15/2015 at 8 am at Hertz Cockeysville (Maryland).
When I arrived at 7:50 am, I was second in line and was eventually told there were no cars available. The agent had actually rented a compact car to the person he spoke with ahead of me, a person who had no reservation, and there was no record of his having made one. He simply claimed that he had spoken to someone previously and was allowed to rent what turned out to be the only compact car on the lot at 8 am, a compact car which apparently did have an actual reservation on it - mine.
The person with no reservation should have been put on a wait list until confirmed reservations were serviced, and not the other way around. This was patently unfair and reflects horribly on the Hertz brand.
I reached customer service on the 800 number at approximately 8:10 am where things got more hopeless. I was offered to transfer the rental to Hertz Dulles Airport (70 miles away and no way to get there), Hertz BWI Airport (30 miles away and no way to get there), or Hertz Joppa Road in Baltimore (where there also were no cars available).
The Hertz person I spoke with on the 800 line on Thursday morning 10/15 said a Hertz district manager would be calling to discuss the situation. No one has called.
The autoreply to the email complaint I sent through Hertz.com on Thursday morning 10/15 said that someone would be getting back to me. No one has responded.
To their credit, someone from Kayak.com did reply to an email describing the experience that I sent to them on Thursday morning 10/15, since the reservation had been made at kayak.com. We agreed that Hertz was totally responsible for what had happened. We did not agree that Hertz had "attempted to offer other locations". I don't feel that offering a rental 70 miles away (or 30 miles away) to someone with no transportation was either reasonable or realistic. Nor was the offer to transfer the rental to a location 5 miles away where there were no cars available,