1. After landing in Salt Lake City, the car pick-up process took at least an hour of waiting in a very long line. There were only two service counters open, and the staff worked very slowly without showing any effort to make things convenient for customers. 2. During the car pick-up, we unknowingly ended up purchasing additional insurance. It was only after checking the bank statement and consulting with Zuzuche that we discovered this charge. Looking back, the staff’s communication was evasive, and it turned out to be a form of hidden charge. This behavior is quite frustrating and unpleasant. I’m not sure if this is exclusive to this Thrifty location in Salt Lake City. On my prior rental in San Jose, everything was transparent and straightforward.

The car rental company kept trying to sell insurance. After repeatedly declining, they gave me a Chevrolet SPARK. When I noticed this during pickup, I went back to negotiate and they reluctantly agreed to change the car, but they only provided a small Nissan hatchback. I originally requested a Ford Focus for its larger space as I needed it for a long trip, but they ignored this. The car was in poor condition, dirty, and had unrepaired dents on the door, which affected my travel experience!

The front desk service was very average, no smiles throughout. I booked a Ford Explorer 7-seater SUV, but they said they didn't have the car I reserved and gave me a Hyundai of the same class and size. Although I wasn't happy, I accepted it since they didn't have the car I wanted. However, when I went to pick up the car, I found out it was a 5-seater with a small trunk, barely fitting our three suitcases. I insisted on changing the car and argued with the front desk, as it was clearly not the same size or class. After some discussion, they changed it to a 7-seater Dodge. Although it was still smaller than the Explorer, it could fit all our luggage, so I accepted it. I forgot to refuel the car before returning it and offered to pay for a tank of gas, but they charged me $140! They calculated the gas at $9.9 per gallon plus labor costs. This was extremely expensive, and they didn't mention such high fees when I picked up the car. But since it was my fault for forgetting to refuel, I let it go.

Awful. Total bait and switch! I was given a bill of $127 at drop off. I later got an email with a price of $266. 74 minutes earlier than estimated return time, and I am charged an early return fee! What is that? The quoted daily rate went up. All total bogus charges added on to the original bill.

The process was quick and easy, and what I thought was a good deal. Turns out the good deal was a bait and switch. Nothing the actual easy renter cars can be blamed for.

Like: I was three hours early checking in. I was told that car I reserved was not available at that time. Rather than wait, only vehicle available was a Ford Explorer for additional $120. Seemed unusual that you only had this vehicle available for almost 50% more!
Dislike: I think I was "upsold".