I waited a while to write this review because I wanted to do it with a cool head.
I was on the way out of town on a long road trip from NC to NJ. Set an appointment to be picked up at 11:30am to rent a car. I called about an hour before just to confirm. I was told that I'd be picked up within 30 minutes of the reservation time. So when 12:40pm rolled around I called because I was sure someone would have picked me up by now. I was told that the rental office was overcrowded with people being helped but that someone would pick me up within 20 minutes. So...it got to be 2pm and I drove up to the office. I was surprised to see that the office was practically empty!
So a guy sitting in one of the desks behind the counter walked up to help me. I explained why I was frustrated. He immediately admitted that it was their fault and an issue with internal communication. In the end I was provided the rental for free. But, I'd rather pay for good service and great customer service than have a very bad experience for a free rental. I'd have to say that this particular location seems a bit understaffed. And the staff that is there are young kids...all the way up to the manager. Hopefully they'll get better and pay more attention to customer service instead of trying to upsale to customers.