Overall, it went smoothly. However, they always try to persuade you to buy their insurance, which is understandable since their rental prices are the lowest, and they probably make money from the insurance.

When picking up the car, an Asian employee named Bruce, who looked Korean, gave us a hard time because we are Chinese. He asked for a lot of personal information such as Social Security Number, Los Angeles residence address, and details about my relationship with my husband. With a stern face, he delayed us for 40 minutes and finally said he couldn't process our rental. Later, we switched to a white employee, and it was done in 5 minutes. We complained to the supervisor about Bruce's racial discrimination and poor service. The supervisor said they would investigate and email us the findings. It's been 6 days and we haven't heard back.

At LA airport, this was the worst customer service I’ve ever experienced globally from a car rental company, no exaggeration. The staff insisted I buy extra insurance, and when I refused, they told another employee I was crazy and would definitely get into an accident! They also implied any issue, like a flat tire, was my problem. The car I booked wasn't available, and the substitute had a shaky steering wheel at speeds over 70 miles per hour.

The waiting time was terrible. After arriving at the airport at midnight, I had to wait 45 minutes for the Budget shuttle. When I got to Budget, I waited another 45 minutes in line, spent 10 minutes finding the car in the rain, and by the time I drove away, two hours had passed. I am so upset.

Picking up the car was a bit troublesome, as the staff recommended many insurance options and vehicle upgrades, all of which I declined. Returning the car was quick and very convenient.