1. Many additional fees were added on the spot without any justification at the time, and no further explanation or receipt was provided later. Very shady. 2. Strongly recommend not renting from this company or HERZ.

We booked a midsize sedan, but at the counter, they said our reserved car had a malfunction and offered us a Mitsubishi. They told us to come back after 9 AM the next day if we were not satisfied to see if another car was available. In the parking lot, we found the Mitsubishi, which was a small car quite similar to the compact models we had rented in Europe before. The parking lot was full of cars like Camrys which were much better, but the counter insisted that those were all under maintenance. The only thing the attendant could do was cancel our booking and suggest we try another rental agency. She said we could call customer service to get compensated for the price difference if we rented a similar car from another agency, but when we called, they said they could not reimburse the difference. We later found out that because Thrifty and Dollar share the same counter, she had given us Dollar's customer service number, not Thrifty's! Obviously, customer service wouldn't cover the price difference. After a long 10-hour flight, we were starving and had to waste an hour and a half in the rental hall dealing with this. The quality of service was truly awful. In the end, we had to spend tens of extra dollars to rent another car from Avis on the spot. This experience was extremely disappointing!!!

American companies are all pretty good

When I picked up the car at the store, it wasn't the reserved Jeep Grand Cherokee or equivalent. They downgraded to a Nissan Rogue, and there were too few options available.

The staff handled the process pretty quickly, but the vehicle was just average.