This was my second time renting from this particular location. First time they didn't have the car I reserved, but asked me if I wanted to wait or take a slight downgrade (which I was OK with). The card did not have a full tank of gas and I was instructed to return it at the same level (which is very annoying).
My second time they did not have my car again and offered me a Jeep as an "upgrade" (which I declined as I had requested a family sized sedan and did not consider a Jeep to be an upgrade). ~1h after my booked rental time they brought "my" car, but it was actually an "upgrade" to a Cooper Mini (I had rented a family sizes sedan, this was a smaller car with a much smaller trunk). I expressed my dissatisfaction with the car, but instead of offering me an upgrade they told me I could wait another hour for the Elantra or equivalent I had reserved (I did not have another hour to waste). The car also only had 3 bars of gas, and I was instructed to return at the same level.
When I returned the car they asked me if I was satisfied and I replied no. The representative explained to me that the Cooper Mini actually had the same sized trunk as the Elantra so I should not be dissatisfied for that reason (I drove an Elantra for 2 years, it could fit more than a single stroller with no wiggle room). He then also explained that it is standard practice to rent the cars without a full tank of gas (I have rented at other locations in Montreal, Toronto, Tel Aviv, Jerusalem, Vegas and have never encountered this before).
When I expressed that I didn't find these explanations satisfactory he said that he could see that I would not be convinces so he would not continue to try and justify their standard practices to me. At no point did they offer any form of compensation for the poor service.
I'm fine with this, but there are other options in the area and I will not be renting from here again.
