Charged extra pick-up fees without permission or notification

Satisfied

Good overall experience.

The car was too old, and the insurance was expensive.

The service was enthusiastic, and they upgraded us from an RAV4 to a Highlander (big 7-seater) for free. We requested a light-colored car in the order, and they provided a white one with only around 50,000 miles. The process of picking up and returning the car was straightforward and efficient. However, the company doesn't have a counter at the airport, so you need to call them upon arrival, which is a bit inconvenient. The airport pickup and drop-off are free as stated in the order, but they initially tried to charge a fee when we picked up the car. After showing them the order again, they waived the fee. If the gas tank isn't full when you return the car, they will deduct the cost from the pre-authorization, which is quite convenient, but there's a 20% service fee on the fuel price. Full insurance: $28/day, did not compare with other companies.