Booking, extention, online customer service
This was, without question, one of the worst car rental experiences I have ever had. I want to start by saying that the employees who initially checked me in were friendly, professional, and very helpful. They were the only bright spot in an otherwise extremely frustrating experience. Due to my flight being rebooked, I needed to extend my rental. What should have been a simple process turned into a nightmare. The website would not allow me to make the change, and I spent hours trying to reach customer service. When I finally got through, I was told their system was down and that someone would call me back. No one ever did. After calling again and spending even more time on the phone, I was instructed to drive all the way back to the rental location to extend the reservation in person. I waited in a very long line for hours only to find out that the employees there couldn't process the extension either. By that point, I was beyond frustrated. The transportation situation was equally unacceptable. I was informed that nearly all shuttle buses were out of service, leaving only one available shuttle. To make matters worse, the only shuttle operating had no air conditioning despite the Arizona heat, and the wait time was over an hour. What shocked me most was being told that if I returned my rental around 4:00 a.m. for an early morning flight, I would need to arrange and pay for my own Uber to the airport because shuttle service would not be available. For a company serving airport travelers, this is completely unreasonable. Many flights depart before sunrise, and reliable transportation should be a basic service. The lack of communication, broken systems, excessive wait times, unavailable transportation, and being repeatedly sent from one place to another without a solution created an incredibly stressful experience. While the front-desk staff who assisted me were kind and professional, the company's overall customer service and operations were disappointing. I would not recommend this company based on my experience and hope management takes serious steps to improve these issues.