Hertz - 1 out of 11 bad experience at Scottsdale Motor Mile

I had my last 10 rentals in 3 months at the same location-Scottsdale Motor Mile HLE. I was generally satisfied with my past experience. Unfortunately, today is totally a difference. I made a reservation one week ago for standard size with NeverLost . When I arrived, there was no Neverlost, no standard size, no upgrade and no apology at all. Plus, they keep me waiting for more than 30 minutes. Finally, I had to take a midsize Mazda6 without Neverlost. :mad:
When I said I was going to complain to head office, the guy seem very unhappy. Shall I complain to Hertz? :confused: any suggestions? Thanks.

A 90% "success" rate is good, but with Hertz, one expects 100%. HLE's get specialized cars from either other HLEs or the nearest airport, and a week's notice is plenty of time for them to make arrangements, so writing Hertz will get you something.