Extremely frustrating. Rented a car for 12 days at a cost of 6000, but upon arrival (on time) we were told there were no cars available. They offered us an electric car instead. We had plans to travel across four states, including the very desolate New Mexico, and we were given an electric car. We asked the on-site staff if we could reach our destination with the electric car, and they clearly said no because there are not enough charging stations along the way. When we complained to the rental platform to get an explanation, they said they had given us a solution and we didn't accept it! What?! Is an electric car considered the same model as a gasoline car? Finally, after arguing, they made us wait for 2 hours. We waited from 9:30 to 12:00 and still no car. Eventually, we paid an additional 6000 for a slightly larger Hyundai, doubling the estimated rental cost. The customer service could only apologize and say there was nothing they could do because we didn’t accept the electric car.

It's okay, pretty standard.

Aggressive upselling

There is a free shuttle bus right outside the airport that takes you directly to the rental company. The service is very considerate.

We specifically informed the staff at the counter that we did not want any additional insurance and the pick-up agreement stated a payment of $0 at the store. However, they added extra insurance without asking us and only asked for an electronic signature for confirmation. We thought it was for the deposit. When we returned the car, we found out an additional $150 insurance charge was deducted. It's very difficult to resolve such disputes in a foreign country, especially with language barriers. The staff only provided us with a complaint phone number and we had to complain ourselves. Changing our return date for this amount wasn't feasible, so we hope the rental car company can assist with this issue.