I was given a bigger suv

Explain gps and basics of the car

Everything was excellent

It was not immediately known that the pickup counter was away from the other airport car pickups which elongated our pickup experience. It was also not known that a 3rd party insurance would be required and costing us more money.

Routes at ORD was extremely inconvenient and the customer service was awful. You have to take TWO shuttles to get there, first to the car rental center and second to Routes which is offsite, not at the O'Hare centralized car rental center. There is no signage saying you need to take the second shuttle, so we panicked when we couldn't find Routes and had to call. Once we finally did get to Routes, the customer service was extremely slow. There were plenty of staff mulling around, but only one person helping the long line of customers. We were 3rd in line and it took at least 30 minutes to get to the counter. The return process was similarly bad.

Car was about what I expected. Difficult to find place. They will put a 400$ hold on a 20$ rental on your credit card, simply bc they are a smaller company. It would be nice to know ahead of time bc they return it in “3-5” business days. It’s been 3 and I don’t have it back, which makes me nervous. In hindsight, would rent from bigger companies in the future - less hassle.