Much depends on where you are. That part of the service offering is wildly inconsistent. If you are dealing directly with a Service Center, it appears the overall experience is much better than if you are not in the same location. I waited for Hertz to contact me, but they never did and I ended up having to source a rental car on my own, pay for it out of pocket and wait six+ weeks for reimbursement, but that was prior to them having a national contract with Hertz. I hope it has gotten better, but doubly hope not to have to test it out anytime soon.