When I arrived at Hertz in Fayetteville, the agent said he was trying to reach me to let me know they did not have a full sized car the class I rented. Yet, I had received not received a call, text nor email. This happens frequently and I was not upset the particular class was not available. What was upsetting was my rate was for $217 without telling me he changed the rate to $247 and added an additional $10 upgrade fee. He then pulled out an economy SUV when he had a midsized SUV in the lot. When I got in the car it smelled like smoke and had 3/4 tank of gas. I went back in and he added notes regarding the gas and smell. I called the 800 number several times regarding these issues. I got bounced around and never received callbacks from supervisors. I have to thank the drop off location in Fredericksburg, VA. They were professional and personable. They fixed the billing to the best of their abilities. Overall my experience sucked. But, the drop off location saved the day.