The car was in good condition, but the pick-up process took about one and a half to two hours with very low efficiency. The store staff continuously tried to upsell car upgrades and insurance, even after I clearly said no. It didn’t stop until I firmly refused at the end. After using my credit card and reaching the hotel, I found out that the agreed pre-authorization of $200 turned into $650. I’ll only know the exact amount after a few days when the charge is clear; if not, I might need to contest it. Overall, Dollar is slightly cheaper and the car is fine, but the store service is terrible. Comparing it to the neighboring Hertz is like night and day (Note: Dollar was acquired by Hertz, maybe to emphasize the contrast?).

The queue took a while, but there were plenty of counters.

There was a queue at the pickup and I wanted to book a Chevrolet Suburban, but I was told I would have to wait 3-4 hours with no guarantee. Eventually, I had to take a Ford SUV of similar size. On the way, there was an accident and the tire got a nail. The rescue hotline was unreachable, so I had to change the spare tire myself.

Their attitude towards non-English speakers is very poor! When I asked for a Chinese-speaking agent, they didn't even answer the phone. The customer service at ZUZUCHE is great—very patient and responsible. They misled me into buying $280 insurance and had no Chinese service. I heard someone ask a colleague if they spoke Chinese, and they said yes, but they ignored me! They look down on Chinese people! Returning the car was very convenient.

The condition of the car was not clearly stated. Suburban is supposed to be a long car, also labeled as a premium SUV and stated to have a 7-seater capacity with room for 3 large pieces of luggage. But when I arrived to pick up the car, it was an old, short version of a Tahoe. With 7 seats set up, there was scarcely any room for luggage. The condition of the car was old and worn. I had to switch to a KIA MPV and pay an additional $40 per day. What a scam!!