Computers were down when we were picking up the car. Took forever. Co tracy said gas would be $2.10/gallon and counter staff said that it was per kilometer not gallon and offered no explanation why it said per gallon on the contract.

Booking was easy.

I won't mention how long it will take to get your car. However, it took me over AN HOUR to get back to the airport on my return!!! even when I begged them multiple times that we would be late for our flight! The staff there were so rude and didn't care about the customers at all. When we arrived to Routes to return the car, the shuttle was just about to leave. My daughter rushed to the driver and asked him to give us two minutes to load the stuff so we could catch the shuttle. The shuttle driver was rude and didn't want to wait for two minutes - he said there would be another shuttle in 10 minutes. We waited and waited, no shuttle showed up. I talked to the front desk staff, the guy I talked to just smiled and said, "Well, I'm not gonna get into this...I'm not the shuttle driver, If you don't want to be late, you should have left enough time. I cannot get a shuttle just for you! " After 40 minutes, the shuttle was back, same driver, so there was not another shuttle at all. We rushed to put our luggage into the shuttle. But the shuttle driver said:"No I'm not going back to the airport! I'm off work, I'm going home!! There should be another shuttle in 10 minutes" We were shocked and had to return to the front desk staff. He said:"There is nothing I can do for you, just wait for 10 minutes for the other shuttle." I almost cried and said, there is no another shuttle:"We have waited for 45 minutes!" By the time there was less than an hour from our flight departure, there was still no shuttle. I was trying to get an Uber but that would be time for the Uber driver to locate us. Both of my girls cried and we were so desperate. The staff there looked at us like this was a joke. Finally shuttle came, when I got back to the airport, there was less than 45 minutes left from the departure! I just couldn't believe this happened at a car rental company. They have no professional ethics! It was both humiliating and outrageous!!

Hi, it was the first time that I was told by any car rental company that they would not take the car insurance on a credit card. I heard that in Mexico, but never in US.

Customer services was very poor. The staff was more concerned about finding a TV station (about 5 minutes scrolling Netflix) than helping waiting customers. Many customers were complaining about waiting over an hour for car and even for the shuttle. It was not opened at 6 am when customers arrived when it was supposed to be 24 hour service. Restroom (women's) was filthy and toilet a mess and I would not sit on it. The car lot itself was very disturbing and crowded and made me feel uneasy about my choice (first time). Cars crammed in everywhere on the grass and looked unprofessional.

We had to wait over 50 min for a shuttle to pick us up from the airport:( And this is at 6:30 am on Sun.