Smooth pickup and drop-off

When I arrived at AVIS, there were 10 groups of customers ahead of me (I say groups because 2 or 3 people might rent a car together, counting as one order), but there was only one counter open. About 10 minutes later, a second counter opened. It took about 15 minutes to process each customer, which was very slow, so I waited for over an hour. I hope AVIS can add more staff to speed up the process when there are long lines. Because there were too many people waiting and too few counters open, I didn't have a chance to check the car for damages when I picked it up. As a result, when I returned the car, they claimed I had caused scratches and was responsible for them even though I had not been in any accidents. Since my car had full insurance, I received an email from AVIS about the damage and am still waiting for further resolution.

The pick-up and drop-off process was very smooth.

There was only one employee at the counter who prioritized members, so I had to wait for an hour. I booked a RAV4 but got a Ford Edge instead. Despite having already paid through the platform, the store charged me again. It's been over a month and the platform still claims they are negotiating a refund. I don't understand why!

Having lived in the US before, I have some understanding of American society. Everything has rules and is very organized.