is there a phone number to actually speak to a representative???

Call the 800 number

Not enough agents, very busy.

Yes there is. It comes up when you search for the location in google. The number that is in google maps for the location is correct. But they pick up only when they are not busy. If they are busy with customers present at the location the line goes to the general Hertz menu. It helps to look at the busy hours in google maps to figure out the best hours to call.