All in all, we were impressed with the front desk service we received from Hertz. I am not as impressed with the telephone CS we received. We made the mistake of assuming that Hertz, like the other three car rental agencies we've dealt with, wouldn't charge for additional drivers. And I feel like this should have been plainer up front. When I learned that joining Hertz Gold-Plus Rewards would have saved us that fee, I enrolled in it and then attempted to add the existing rental to the membership. But it didn't work. I then reached out via phone to see if there as a workaround. There was not, according to the CSA I spoke with and I was stuck with what I had. However, when we went to the agency to pick up the car, and I set about adding my husband to the contract, the customer service agent there, happily added the rental to the membership and we were able to rent that car without further fees. Also, for the first time ever, we damaged a rental car. It was relatively minor (damaged bumper), but because we'd added the Loss-Damage-Waver, we weren't on the hook for any of the repairs. This was a huge relief. The vehicle was great--very comfortable and met our needs beautifully. Very satisfied with this.