I've used Hertz a lot in the past, and to avoid that sort of experience all you have to do is join the gold club (free), make your booking through that, then go

I've used Hertz a lot in the past, and to avoid that sort of experience all you have to do is join the gold club (free), make your booking through that, then go to the special gold desk on arrival. Usually everything's ready for you and you just need to pick up the keys. OTOH yes this story is worrying!