Points positifs : Cleanliness of vehicle.
Points négatifs : At the time of making the reservation budget states that a full size SUV would be a Chevy Tahoe or similar. That’s the kind of vehicle I was expecting (Ford Expedition, Nissan Armada, Toyota Sequoia, Toyota Land Cruiser, GMC Yukon, Chevrolet Tahoe) but I was given a Dodge Durango, a midsize crossover with 7 seats. Then at the counter they state that a Durango is pretty much a Tahoe which is a little bit lower to the ground. My family of 6 people had to carry luggage on their legs because of the small trunk with all the seats up. I explained the situation to Cody (manager in charge) he asked me to come back at 11pm that same day because we would receive a Ford Expedition. Once I went there, Cody’s shift ended so the manager in charge was Mark, which he did not have any information provided by Cody related to my particular situation. He asked me to come back at 7am the following morning so they can be plenty of vehicles and more likely they’d have a real full size suv available. So I went to the airport a third time but this time I arrived at 5:30am and I started looking at all the rental that were just returned. The third vehicle in that line was a Toyota Sequoia, so I said to myself. “Just wait until 7 as they requested but there’s a Sequoia there that may be assigned to me” and at 7am I went to the counter, by that time there was a GMC Yukon and a Ford Expedition that arrived later in that time frame and guess what: Mark was already gone, too. There was a lady with curly hair which I wish I remembered her name. She was the manager in charge of the lot at that moment, I explained the situation one more time and she is a little bit rude saying. This process will take at least 1:30hrs. I kindly explain that the sequoia is just the third vehicle in the line, and if she has a customer with special situation why not to help right away and have the detailing team to move 2 cars, so they can work on the sequoia and expedite the process for her and me. And she refused m, in fact, gave me some attitude. So at that point I gave up, felt really frustrated with the customer service and ended up losing 5 hours of my time in total by going 3 times to the airport and doing everything requested by the MANAGERS OF THE PLACE. That means that my family carried luggage through 1,500 miles on top of their legs inside a vehicle due to a lack of communication and/or not caring about the customer.
