Hertz Hire Cars in Boston

Had to cancel due to a hurricane less than 24 hours before pickup and lost the ENTIRE $194. I will never rent through Kayak agtand never prepay a rental again

I made a rsvp for 11am but when arrived at 1050am there was a wait of 2 guests in front of me and a single clerk who informed me that they had no cars to rent. He said they are working to get cars but it will take about 20 min. I asked one of the guests who was there before me how long they have been waiting, and they said over an hour. Since i had luggage with me and more customers continued to arrive for vehicles that weren’t there, there was no room for me to stay in the lobby, so i waited outside where it drizzled rain on me and my belongings the entire time. After an hour of waiting I was called in to finalize the rental. I told the clerk that I was expected in NYC at a certain time and now will be late since I am over an hour past schedule, and asked if he can do anything to make up for the delay. He said he will be discounting the rental due to the issues but didn’t give me any discount. I told him I needed to add a driver, when he said he will give me the additional driver at no charge … a $16 savings. If I hadn’t had the additional driver I do not think a discount would’ve been given. I then had to wait an additional 20 min for them to “check on the car”. The car had several large scratches, all tire rims were badly dented, and the trunk couldn’t open with the key fob. This experience was not a good one and after the long wait in the rain, I was over 1.5 hours late departing Boston. I will think twice before using Hertz again.

They claimed they did not have the size SUV we reserved available, yet there were a number of them sitting under "reserved" signs across the lot. They tried to give us a significantly smaller SUV saying that was all they had. In addition, the staff were rude and unhelpful. Three customer service people sat at their desks with no line at the lot while a line 20 people deep was upstairs. When I asked the "customer service" desk at the lot to add my Hertz gold info to my rental, they said I had to wait in line upstairs. This is not the first rude and unhelpful episode I've had at the Boston Hertz site. They made no effort to remedy the situation to find an SUV near the size of the Yukon we reserved. We left and had a great customer service experience at Dollar instead. This Hertz location consistently offers an appalling customer service experience.