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My husband and I rented a car from the Hertz counter in Phoenix at the airport location. It was 7 p.m. -- not an extremely late arrival. The Hertz counter had four people working behind the counter, and six or seven kiosks. (Only one kiosk was working, however.) My husband stood in the line and I went to a kiosk to try to check in and get our car.
The kiosk NEVER connected to a Hertz assistant even after an HOUR wait (a continuous loop on the phone screen said my wait time was 4 minutes). My husband inched his way through the line, and after an hour, and FINALLY saw an opening with a Hertz counter staff person. We walked up to the opening without being called, as EVERYONE had done before us, and a snippy counter worker "helping" someone else said loudly, "get back in line; we will call your name."
NO ONE had waited to be called, and in no way would she begin to know our name. We returned to the front of the line, rolling our eyes with everyone else waiting. It was very ugly on Hertz's part, and they should be ashamed of this employee. I will be contacting Hertz next, but beware ... be prepared to wait an hour for your car, do not expect the kiosks to work, AND be treated rudely by an employee if you rent a car from the Phoenix Airport location.


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