Truly as bad as the other reviews noted. I had to call the "800" number while at baggage to ask if they even have a shuttle. I thought they had a counter at the airport but they do not. The operator didn't know the phone number for the local pick up store but said they have a shuttle. Turns out they did and it comes every 30 min or so. Unless you are a "True Blue" or whatever the status is called, bring a sleeping bag and some snacks as you will be waiting a while.
I really only wanted a small car as I was parking downtown. The clerk tried to upgrade me but I said I didn't want it. She said that my car was not yet ready but the upgraded car would be ready now. I said I'd take it for the same price. She said no. I thought the "not ready Yet" was just a way to get me to upgrade but... no. I went out front with my key and did not see they car. Workers were running to and fro and I caught two that said they would check. After 30 minutes and asking a couple more times, turns out my car was not clean yet but they would jump right on it. They did and I was off, late for dinner with a client. The return went well.
That said, reading reviews of all the other CLT car rental places, they all seem pitiful. I'm taking a cab as much as I can next time.