1. After landing in Salt Lake City, the car pick-up process took at least an hour of waiting in a very long line. There were only two service counters open, and the staff worked very slowly without showing any effort to make things convenient for customers. 2. During the car pick-up, we unknowingly ended up purchasing additional insurance. It was only after checking the bank statement and consulting with Zuzuche that we discovered this charge. Looking back, the staff’s communication was evasive, and it turned out to be a form of hidden charge. This behavior is quite frustrating and unpleasant. I’m not sure if this is exclusive to this Thrifty location in Salt Lake City. On my prior rental in San Jose, everything was transparent and straightforward.
The staff started working a few minutes late at around seven in the morning, but there was no queue because it was early. The online booking was for a 'mid-size sedan' Chrysler 200, but we were given a 'compact sedan' Hyundai Sonata, which is a downgrade! Also, although we had already purchased full insurance and additional insurance online, the store kept trying to sell us more insurance. Even after showing them our order, they kept pushing insurance and wouldn't process the car pick-up.
The staff persistently tried to upsell without asking.
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