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Pick up took over an hour due to long lines and not enough cars.

There was very little to like. After getting to the rental car place 2 hours late due to my flight taking off late, I had to wait at least 40 minutes to get to the counter, even though there were only 4 people in front of me. I have NEVER seen anything take so long to process. There were 3 employees when I got there, but one by one they would disappear until there was just one left, who actually disappeared for a while, too. I have no idea where they went & why they left. Finally, another person came out to help, but she was the most surly person that I have ever dealt with in customer service. The other employee made NO effort to hurry up & seemed to be just chit chatting with a customer for over 30 minutes, even though the line was getting longer & longer. Then when I finally got to the counter & processed, I was told that it was going to be 40 minutes to get my car--40 MINUTES??!!! What on earth took so long? They told me that they needed to wash the car. It really takes 40 minutes to wash the car?! There were so many people waiting for their car when I got to the garage. I was told it would be in Row E, but when they finally brought it, it was in Row F, & they didn't bother to tell me that they brought it up, so I didn't notice it there. I finally found someone to ask (another problem--there is no one around to talk to about problems), & she found it in Row F but then another woman came up & said she was told to take the same car (even though I had documentation that had the license plate number for that car), so not sure how that happened. Finally after about 2 hours I got my car & got out of that rental car hell! I can't believe that there isn't a more streamlined way to get cars to people who have been flying most of the day & in a different time zone that just want to eat dinner & go to bed. I am a VERY dissatisfied customer!!!

We didn’t get the car that we pay for. The staff at San Francisco were very rude!

I ordered my car for 8AM and when we shoes up at 9AM due to a delayed flight and getting stuck on the train we were told our car was not ready yet and it would be another hour and a half before we could get it. They had plenty of cars available but I “had to upgrade” to get it. The customer service agent threatened to call the police if I didn’t move over so he could upsell someone else. They tried the same exact thing on the person next to me. They offered me an electric car as an option which I refused and they told them they didn’t have any electric vehicles available and tried to upsell them into a more expensive vehicle they “did have”! A total rip-off. After I told the customer service rep that, lo and behold, I had a free upgrade and a vehicle within 5 minutes! Another thing was that they never mention to you that you can refuse their insurance. It was just which option do you want? Luckily I knew about my credit card perks and that my regular insurance covers rental cars and that my homeowners insurance covers my personal belongings. Most car insurance policies cover rental car damage just like your regular car, by the way! Check that before you pay for unnecessary coverage you already pay for.

Impossible to have the car I booked: 3 hours wait !!!

I didn't like that the person at the counter lied to me to get me to change my reservation to a larger car and to get me to purchase extra insurance and to get me to pay for tolls for bridges that I wasn't even going to drive on.

I liked Althea the car attendant. She was super friendly and helpful with my needs. She checked me in, took me to the car. Helped me with my suitcase. Showed me the little features about how to drive the car because I never seen the type of car dials before. She was all around cool. Give that girl a raise.