Mietwagen in Washington, D.C.

Positiv: I picked up a car at DCA Ronald Reagan Airport. The agent was courteous, professional and friendly.

Negativ: the drop off location was at Union Station. Because the drop off time was after hours (closes at 9 pm) no one was around. I was advised to drop the keys in a secure box along with document stating mileage, gas level and mileage at time of drop off. A receipt would be emailed to me the following day. The following day there was no receipt. I called Hertz to find out that the employee who recovered the keys the following morning entered the car as being returned at 6:43 am in the system while the car was dropped off at 11 pm the night before. AS such as was charged extra hours. He also charged me for gas which was already included in my contract and he changed my rate altogether. I was charged more than $300 when my bill should have been less than $100. I contacted Hertz 1 week ago and still waiting to have this resolved. The customer service agent who was nice and professional assured me it would be resolved within 48 hours. Still waiting...

Positiv: No cars. Rental office was closed. No refund.

Negativ: Any notification of lack of cars. Was told that because I booked Kayak It was my fault.

Positiv: The staff was fine.

Negativ: The wipers were old and crappy. The alignment was off badly. The car smelled of smoke before I picked it up.

Positiv: The staff was not prepared or positioned to deal with issues.

Negativ: Very simple disputes charges needed to be handled by the corporate office. Employees at local offices offer no support. Customer satisfaction is an afterthought.

Negativ: I asked the girl at the desk a question and she was talking bout I had to join the line and the spent all my time waiting for them to tell me I couldn’t rent the car with a provisional license

Negativ: I prepaid the reservation, setting the pickup and drop-off times at 11:00 am and 3:00 pm. I get to the counter at 10:56 am, and the guy says it will cost me extra because I arrived too early. And he refused to wait 5 minutes, even though nobody else was in line. I dropped it off at 3:30 pm. They said they would charge me extra for being late. Fine. Except instead of 30 minutes late, they said I was over an hour late, because they moved my drop-off time by 40 minutes without telling me. Very poor customer service. Won't be using them again.