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  • WORST experience EVER renting a car early this morning. I woke up at midnight to drive my husband to the airport location in Las Vegas a 30 min drive to drop him off so he can pick up a rental car which he reserved and paid in advance for and CONFIRMED two days ago that the SUV would be reserved. My husband arrives there at the rental agent told him that they have NO cars other than a sub compact car (which doesn't hold five people). That was the purpose of my husband reserving a SUV... The agent at the counter proceeds to tell my husband that they have a couple vans but they are not available to rent. He continued to express to my husband that he couldn't rent it to him and he doesn't know why anyone from their their company would tell my husband that a SUV would be ready for him at the time of pick up at our reservation time. I had to drive all the way back to pick my husband up after I dropped him off, granted this is early morning around 1:30 am (totally inconvenienced), I have to be to work at 8:00 am. We have been so inconvenienced, I cannot express how completely disappointed and frustrating the situation was, complete fail on every level of customer service. This is our first rental experience with your company. I am not someone who would put this experience out there on social media but this was completely unacceptable. I am reaching out to your company because we were not treated right and I want your company to look into this. A manager needs to be accountable for their lack of organization. There is no reason a customer who reserved the vehicle and pre paid does not have a the car reserved in the car class they rented and there is no excuse for not having equal or better vehicle available. Agent told us that we can go to another rental company to see if they have one available and that our money would be refunded within two business days (I should hope so). We somewhere else and we were taken care of. Anyone who is looking into using this company solely because they are cheaper. Beware of this company... there is a reason why they are cheaper you pay for what you get. Good luck.
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