Hertz Car Rental Long Beach Airport: A Tale of Two Experiences

I'm going to go over two customer service experiences I recently had at the Hertz location at the Long Beach Airport. When I arrived the first day it was in the morning, and there was a line of two customers. The first customer I thought was taking a little long and I wasn't sure how long he was there before I arrived. I would say 10 minutes when I was there. The next customer was confused on what vehicle he was getting and it also took just as long. He was handed his keys and off he went (or so I thought). Now its my turn, I show my confirmation number and this is my first time using Hertz with upgraded President's Circle status via Capital One Venture X. I set all of this up months in advance. She couldn't find the reservation by my name. I insisted I have the confirmation number please look. She must have hit a wrong number or something because she said I wasn't in the system. Now customer #2 comes back and he was waiting for me to finish, but as I was talking she interrupts me and asks customer #2 how she could help him. He was asking about another car he saw and how much it was. This took 5 minutes for her to look this up as I'm left there being ignored. She then gives him a key to go take a look. He comes back and says he didn't want it. She apparently had to assign him to the upgrade before she could hand the keys out. So now we are back to square one with customer #2 on getting a rental. He opts for the first car. Finally its back to me, and I have to explain my situation all over again. She said she had to cancel my first booking and just made another. I have to then get out all of my info again and a credit card to have on file even after I booked all of this previously on the website. I will mention they have grab and go feature if you book online but not sure how that would have worked on this day. She gives me the keys to my vehicle. After having to explain the upgrade I get for the status tier, I received a Chevy Malibu. Next time I know to purchase at least the Malibu level and get a free upgrade from that level of car. I was so glad to get out of there after roughly 45 minutes of nonsense. My wife and kid were waiting outside in the heat the whole time thinking it wouldn't take long. I was satisfied with the vehicle on the first day. The second day I had an issue with the rearview camera not turning off even while driving and also when the car was turned off. Very distracting and it made my Android Auto useless and I'm not familiar with the Los Angeles area to drive from memory. Lots of traffic and my plan was to just use Android Auto. Going off just your phone screen is a little difficult in unfamiliar territory. I find a parking lot and call roadside assistance on the Hertz app. I have a dedicated number with the President's Circle status. They immediately said they can bring me another car but it would take about 45 minutes. We had some appointment's to get to so I was kind of in a hurry, but they then offered I could swap it out at the same location I rented from since I was only 2 miles away. I called them to verify roadside communicated this to them. I arrive not in a great mood because of the previous day's experience and not knowing how long this would take. The gentleman that handled this situation did an outstanding job. I later find out he was the manager. After giving him the keys he writes a Hertz points voucher for a free day rental the next time I need one. Also he got me a Ford Explorer which was a really nice upgrade. And he waived the fuel charge for the first car. This was 5 star customer service. I was in and out within 3 minutes if it wasn't for having to reinstall a car seat in the new vehicle. I felt taken care of and valued. I wasn't sure if I was ever going to use that location or even Hertz again for that matter after Day 1, but within 24 hours that all changed and I will be a repeat customer. Unless I receive customer service like I did on Day 1. I will add I finally figured out what happened with customer service rep 1. She never cancelled my rental because how could she when she said she couldn't find it to begin with. Well, I got charged for both rentals. Getting a credit for this tomorrow. Fingers crossed.