What a mess of a place. We needed a pickup truck rather unexpectedly. We placed a reservation for a truck and were told the reservation was set for the next morning. We left at 5am to get there by 7am when they opened only to find out that they really didn't open until 7:30am. No big deal. Then shortly thereafter we were told there was no reservation under our name and, most importantly, they had NO TRUCKS available. Ordinarily I would give this entire experience ZERO stars if I could. However, there was an exceptional employee, Lindsay, who tried hard to help us resolve the situation - she scrambled to call in a truck that was already out on a job. She saved the day and 2 hours later we were on the road, ready for our long haul to San Francisco. Staff even offered to forgo the mileage fee to account for the inconvenience. That's great since the delays we experienced because of his hiccup were nail-biting - we had to be in San Francisco by 3pm and we were losing precious time.
When we finally returned the vehicle they told us they would send us an invoice rather than settling our bill right on the spot. Hmmmm that's not a good sign but what could we do? The ball dropped when we noticed there was a $118 fee in addition to the rental charge on our credit card - apparently this was a "convenience fee" for having to use a toll road on our trip. What's frustrating is that nobody from Herc Rentals informed us about this "fee" - if they had we might have tried to identify an alternative route to avoid the toll. Or we would have pre-registered the vehicle so we could have paid a $5 toll the next day, which is what we planned to do, versus a $118 fee. A big lesson learned here - save your time and go somewhere else! I know we will. read more