When we dropped off our rental yesterday, there was a new Hertz employee (Mateo) standing at the counter who was very polite, but he said he was new to Hertz and didn’t know how to check in vehicles for returns and all he does is clean the vehicles so we would need to wait for the other woman working to return from Wawa in order to check in our rental car to get a receipt. We sat and waited 30 minutes for the other Hertz employee to return to the Hertz desk at ACY from Wawa. When she finally returned from Wawa, she was rude and unapologetic that no one was at the Hertz desk who could check in or out cars. Mateo was at the Hertz desk but said he was a new Hertz employee and all he was allowed to do was to clean the cars once they were checked in. When the other woman finally returned from Wawa after leaving us and others standing at the Hertz counter in ACY for 30 minutes she finally checked in our vehicle and ended up charging us for an extra hour for the rental which is ridiculous, since the late check in was caused by her leaving her post to go to Wawa for 30 minutes. If she was there at the Hertz counter to check in our vehicle when we arrived then our vehicle would not have been late. When i told her it was ridiculous to leave her post for 30 minutes at Hertz with no backup to check in or out vehicles, she was rude and said it wasn’t her fault. She proceeded to charge us for an extra hour for our rental and told us to take it up with corporate if we didn’t like it. We almost missed our flight because of this woman leaving her post at Hertz in ACY and Hertz not having any other backup person on duty who could check in or out cars. Horrible customer service! This woman was rude and unhelpful! Not the level of politeness, attention to detail, appropriate staffing levels and customer service i would expect from Hertz.
