Drop off confusing

The car met my expectation

Excellent

Hire was handled by Hertz so was very efficient

car was of a lower category than what was listed on firefly

Our flight arrived late at 2am in the morning just as the Hertz counter was closing. We were given our keys and took out top insurance offered by your staff member. After a long walk to the vehicle we realized how damaged the car was but it was too late to go back as the counter was closed. We paid top insurance for car that was likely uninsurable due to its condition, balled tyres, dents and panel damage all over the car- the car was completely unsafe particularly for the weather but also the long road trips we had planned. We phoned to complian an the lady sounded completely uninterested. We were told the manager would phone us to discuss but received no contact. We are completely unhappy with the service and condition of the car and the amount we paid to insure a vehicle that was already in such poor condition.

Dislike: very unsatisfied about the cleaning fee charge upon return the car. the main thing is that the car carpet is not removable. there is no way for tourist like us be able to clean the sand and dust. in that point, it seem that it is very unfair to charge the additional cleaning fee for the carpet. thanks.