I've had some bad experiences with Hertz in the last year or two myself. Not with customer service as much as bad vehicles themselves. Three times now I've had to return a rental an hour or two after picking it up, because there were mechanical issues with the car. And I've been charged gas all three times as well when I've put less than 20 miles total each time. Unfortunately, I'm in an area where there are slim pickings of other options. Basically Enterprise neighborhood locations as the only other go to. Guess that might be part of the problem, little to no competition, they can afford to not worry about customer loyalty to a brand.