I have to give this location a rather negative review - my rental was atypical, but was a case where I feel I did the homework and phone calls to make it a successful exchange, but lack of follow-through my this location caused a problem--
I picked up my rental car in Illinois, planning on returning it to Minneapolis airport a week later. My plans changed, and I ended up needing the car for only 4 days. I called Hertz support ahead of time, and confirmed that I could 1) drop off my car early and 2) only be billed for 4 days rather than a weekly rate.
I showed up 90 minutes before this location closed, and found no one at the desk, and a sign saying the rep would return shortly. A few minutes passed, and not a soul way around. I called the location phone number, which of course rang the desk, but also must have rang the mobile number of an employee at the site. He answered and let me know that he was at another facility for the day, but I could use the overnight drop box and it would be okay. I told him my situation (cutting rental short, needing to be only billed for 4 days instead of 7), and was told no problem, all would be taken care of, and I could retrieve my receipt online.
I checked my bill a few days later, and sure enough, billed for a full week instead of four days, a $200 difference. The "return" time was listed as 11:30 am the next day, even though I had dropped it off at 4:30 pm the previous day, despite me recording the time correctly on the paperwork, AND clarifying this point with the employee on the phone.
Fortunately - Hertz customer support cleared it up right away, but I still had to hang around on hold for 30 minutes, miss my expense report deadline, leaving me paying for a corporate rental out of my own pocket (albeit temporarily). I am extending a second star because of this, as it was nice to get quick, helpful service from a call center.
My experience would have been positive if one or both of the following had happened:
1. Someone was at the Hertz counter during posted business hours
2. The location did what they said they'd do when processing my return, instead of leaving it on me to figure it out read more
