Hertz in Chicago, Illinois

This was the worst rental experience I have ever had. The car went missing after I had dropped off on time, after hours. Always having used a service during hours and not having been told otherwise, I dropped the car off leaving the keys in the vehicle as I have been told to do with every other rental. Despite numerous calls to this branch and the customer service line, it took five days for the branch manager, Tiffany Smith, to communicate the stolen car was my responsibility and I need to file a police report. No one at the branch ever mentioned anything about a drop-box knowing my time was, in fact, after hours. When I contacted the branch four days following the drop-off, one representative responded after I suggested they should file a police report, "Uh, we probably will." It was clear the staff is poorly trained, and I always put the weight of poor service on leadership for not being more vigilant about how customers are being served. She did not hold her staff or herself at all accountable for all the miscommunication despite my efforts to reach out, which I was doing since I kept seeing daily charges added. On top of this, I was not even told the car was found and just had to be greeted by a $535 charge for towing and the car being out for eight days! Those eight days never would have happened if this branch showed care and consideration toward protecting their customers from a bad situation. If you use this branch on account of the location, EXPECT NO ONE TO TELL YOU ABOUT A DROP-BOX AND LOOK FOR IT IN THE PARKING GARAGE AS IT'S DIFFICULT TO SEE AND NO SIGNAGE. Also, if there is poor weather, make sure to tell the staff to put windshield wiper fluid in the car since I had to buy my own and fill up shortly after pick-up.