The lady that waited on us in Cleveland was nice, but things turned when she realized that they did not have any full size SUVs on the lot. She asked the other lady a question(I think it was if she could upgrade us) and she said no and they would have to call the spare lot to get another car pulled around. When they pulled the car around, it was not a full size SUV(what we paid for) so we had trouble fitting all of our stuff in the vehicle for our trip across the USA. Finally, the vehicle was in horrible shape. We had to put a child seat in the car and someone had rigged up the latches so our car seat wouldn’t work, the wipers were old and dry rotted(front and back), there were big spots all over the outside of the car where it looked like signs had been hung with duct tape, the windows were filthy where it was hard to see out of them at night with the glare of headlights from other cars, etc. I will be reaching out to Hertz directly as well, but I would highly recommend NOT renting from them.