Choose your answer: is the following review positive or negative?

I made my reservations online using the AAA website directly. I prepaid for my rental directly through the website. When I arrived at the Hertz counter, I was quickly serviced. The woman who helped me seemed a little annoyed that I declined all the optional insurance services. It gave me the feeling that she gets commission for the additional services she is able to upsell. The employee asked if I wanted to add an additional driver. I told her I did and confirmed that as a AAA member the additional driver would not result in any additional charges. The employee confirmed that information. She then checked and verified the additional drivers AAA information. When it came time to return the vehicle, I looked through all the paperwork provided to me, the vehicle, and key chain for an address of the Hertz dealer I should return it to. Because I rented in Las Vegas, there was a ton of locations and I couldn't remember the address for the airport location. Kind of frustrating the information was not provided to me in any of the paperwork they gave me. The real frustration began when I went to turn the vehicle in at the conclusion of my trip. I had a receipt in my hand that said the remaining balance would be $34, but I was told my final charge would be around $74. The employee that checked me in couldn't have been less interested in my problem or helping me to resolve the issue. She told me I had to go into the office to speak to an employee and that she wasn't able to do anything. The tone and overall attitude she displayed was completely unprofessional and not representative of an employee in a customer service position. Once I made my way inside the office to speak with an employee, I explained the problem to him and presented him with my paperwork. He reviewed my paperwork and account online for approximately 5 minutes. He then told me the $40 extra charge was because of the additional driver that was added. I attempted to explain to him that I was told as a AAA member the additional driver didn't cost extra. He said that was correct, but it was my fault for paying up front and making the reservation through Travelocity. I again tried to explain to him that I made the reservation directly through the AAA website and not Travelocity. He continued to argue with me and tell me the problem was my fault and due to the process which I made my reservation. Finally, after I had to again explain the process which I made my reservations and becoming upset, he offered to consult with his manager. He was in the backroom for about 10 minutes at which time he returned. He went directly to his computer without saying a word to me for about 3 minutes. After that time, he told me there was a problem with the way the initial employee setup my reservation and he was taking care of the charge after speaking to the manager. Not one apology from him regarding his previous statements claiming it was my fault for the error, no apology for the error on their part, and no apology from anyone for delaying my travel for 15 minutes. The manager never came out to apologize to me or to help the employee deal with this issue. In my opinion this was a huge customer service failure from start to finish. A very disappointing first experience with your company.

(A). negative
(B). positive
(A).