Very satisfied

Very dissatisfied with the paid upgrade! I selected a standard SUV on the ZuzuCar website, and it mentioned that the Jeep Grand Cherokee was included in this category. I specifically wanted to rent a Grand Cherokee, so I checked Alamo's website where it also listed the Grand Cherokee under standard SUVs. When I picked up the car at the Los Angeles Airport, I needed to add an additional driver, so I processed it at the counter. The staff at the counter confirmed the car type with me, and I said I rented a Grand Cherokee. The staff emphasized the term 'OR Similar,' then directed us to the row of standard SUVs to choose a car. When we got there, we were very disappointed to find no Grand Cherokees, only models like the Jeep Compass, RAV4, or Jeep Cherokee. I initially thought we were just unlucky and that all the Grand Cherokees were rented out, but then I saw a freshly washed white Grand Cherokee in the first row. We excitedly asked the staff if we could rent that one, but were told it was a 'limited' high-end version. If it wasn't 'limited,' it would be available in our category; otherwise, we'd need to pay extra for an upgrade. This made it clear to me what 'Or Similar' actually meant. Very unhappy with this, I called ZuzuCar for confirmation, but we didn't get a resolution at the moment. ZuzuCar's customer service told us to keep the relevant evidence and that we could upgrade first while they looked into it. So we went to process the upgrade, and this time another person assisted us. When she asked what type of upgrade I wanted, I said a Jeep Grand Cherokee. She didn't ask whether it was the high-end version, just quoted us the price. I found it odd because if we chose the Grand Cherokee within the standard SUV category, the model difference shouldn't matter. This staff then informed me that in the standard SUV category, the Grand Cherokee lacks Bluetooth and other advanced features, and their location didn't even have such models! So it wasn't a matter of bad luck with all the low-end models being rented out; they simply didn't have any low-end Grand Cherokees! Due to the upgrade, we had to pay additional airport taxes and fees, which were initially supposed to be included in the order. Now we can only wait for ZuzuCar to respond.

The rental company is good, but the wait in line was a bit long.

Very convenient and the service is also good!

The waiting line for car rental paperwork is understandable due to the high number of people, but once the paperwork is done, picking up the car is quite convenient. There are many cars to choose from, which is great.