How in the world did Hertz get to be the #1 rental car agency?  We'd give them a "6" on a 1 - 10 scale.  Starting with the shuttle picking us up.  I called to ask how soon one would arrive and was told they run every 20 minutes.  30 minutes later (the 5 of us stood in 92-degree heat & high humidity)  Upon arriving at downtown Miami's small (renters were jammed inside, family members stood out in the heat & humidity), run-down, stuffy office it took me almost 30 minutes of standing for us to finish the paperwork, even though there were only five renters in front of us. None of the four clerks or anyone else there seemed to have much interest in moving faster than a casual saunter, althouh all seemed pleasant enough. Two renters ahead of me were told there were no cars available, even though both said they'd called in that morning and were assured they didn't need a reservation - just stop by & choose a vehicle.  Another two ahead of us were told their SUV's were not available, but should be within 40 minutes.  We were told our car would not be available for another 20 minutes, but the agent offered an upgrade from a full-sized to a luxury car, which he told me would be an additional $10 - 15/ day.  I told him if he'd do it for $10 I'd rent that car.  He charged me $15 add'l.  They told me the car would be delivered out front in just a couple minutes.  15 minutes later I asked an employee how much longer, he said just 10 min.  15 minutes later, I again asked how much longer and he said 10 more minutes (this story was getting really old while we stood in the uncomfortable heat & humidity on the sidewalk).  Finally, a car that fit the description of the one they'd promised arrived.  One employee on the street looked at my rental agreement and told me that was for another customer.  I approached the gentleman delivering the car and was told that car WAS ours.  Who's on first, here?  The exterior had several significant scratches (we get charged for damage, folks) which the gentleman didn't seem to think was important until I mentioned it, at which time he noted the car's scratches & 1 small dent. The car's interior looked ok, but the exterior was rather dirty, especially the windows. We were told to make sure the car had the same amount of gas (1/4 tank) when we returned it.  I filled it to over 1/3, just to make sure there were no issues upon return.  The agent who accepted the car told me there was not as much gas as when I picked it up.  I had a few less-than-pleasant words for him about their poor service.  He handed me a receipt and left.  When I arrived at the counter near the airport, there were only 3 people ahead of me.  15 minutes later I was called to an agent.  The gentleman in front of me said he'd been standing there for 25 minutes.  This is at 6am, in a mostly-empty airport.  My wife had booked the rental, so her decision must have been based on lowest price, but don't expect
rapid service or accurate answers from these folks.