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

I am sitting here in the lobby as I write this. I come in to pick up my rental car and the young lady at the counter is extremely rude. She started attacking me because I didn't have the proper paperwork. I didn't know I was supposed to bring it because the manager I spoke with told me he had it. Well... They lost it. Go figure... She then started huffing and puffing and being extremely rude. I asked her to stop because she was making me totally uncomfortable. She still didn't. Then the lady got on her cell phone right in front of me and started making comments about me as a customer to her friends. Really professional! I have to use their service because my car is being fixed from the dealership, and they are paying for it. I had someone from the dealership come down to take care of the issue since the lady at the desk would not stop being rude. I couldn't take it. I love Jim Marsh Kia... But Hertz is ridiculous. Please do not use this office their customer service and management skills are horrible. Worst then Walmart.

Select from:
a). negative;
b). positive;
a).