Hertz - Plymouth Ferry Terminal

We booked for pickup at the train station. When we booked, it told us to call when we were 30 mins out. We tried calling for the 30 mins before we arrived, and no one answered the phone. Once we got to the train station, it took 15 mins of calling before anyone answered the phone. Once they answered the phone, there was no apologies for leaving us stranded for so long. They told us they would be there in 10-15 mins and then hung up. We were given no instruction on where to meet them or anything. After 25 mins, a lady finally approached us and asked if we were waiting for Hertz. When we informed her we were she said normally we meet you by the bicycles, oh and I'm not in uniform, as though any of that was our fault. Once again no apologies, and an attitude of being put out. When we arrived at their office and asked to change vehicles because the one we booked, compared to the one they were offering, was not similar in the least. We booked a intermediate SUV and they were trying to give us a large mini van looking vehicle. They were able to accommodate us and switched us to an intermediate SUV. When we approached the subject of the late pick up. She told us it was company policy to let the phone ring, not answering it when with customers. The car was nice, and we had to remove a sticker on the left hand bottom corner of the windscreen as it was a obstruction while driving on the narrow roads. We replaced the sticker when we returned the car. We also were disappointed that we were charged a £14 cleaning fee for the sand and mud on the floor mats in the car. We live in England, and it rained for the three days we had the car. We could not find any literature in our agreement that stating we would be charged for cleaning floor mats from normal dirt that comes from living in England. We have never had these sort of issues when booking with the company before, and won't book again. If the company policy is to ignore and blame the customers, I don't want to deal with this company again.

I was let down by another company and went to Hertz where Adam was very helpful. I will definitely recommend them

They went the extra mile to help out!

Great service! Very helpful!