My last five+ rentals at IAD have not been ready at 8:30 PM when I arrive to pick up my car. You wait in line for 10 minutes, then they scream into cell phones for 5 minutes, then they ask you what kind of car you want. You think you'll get something good but you usually get what you asked for in the first place. Then they pull this slick trick of sending you an e-mail with the stall number so it looks like the car was waiting for you all along. I think its a operational systems problem matching cars to the number of reservations.

Also at IAD they are replacing the old customer service building so Gold customers and regular customers are crammed together in this little space.

While waiting in line on Monday, I heard someone talking loudly to reservations about how they had called Hertz earlier in the day to reconfirm that his car would be waiting for him. It wasn't.