Exploited unfamiliarity with the language to upsell expensive insurance

When picking up the car, I was given the wrong contract, but at least the issue was resolved when returning the car. It just took a bit long, both for picking up the car and resolving the issue. Takoma Airport's phone is hard to reach, and the same goes for calling other stores.

One staff member on my two rentals was excellent, but the other who tried to sell insurance and failed was quite unhappy, so it really depends on the person. Still better than Dollar.

Great company with excellent customer service.

I rented a Ford Escape. The counter staff suggested that they would try to see if they could upgrade our car for free. They helped us upgrade to a Toyota 4Runner which was great. The staff claimed it would be free. But I was charged the upgrade free in the end which I overlooked in the small print and signed for.