Just like the guide suggested, we were advised to upgrade the vehicle. They said my husband is tall and should upgrade to a more spacious car. We insisted on not upgrading, then they said we didn't buy the roadside assistance insurance and would have to bear the costs if anything happened. I told them we did purchase the roadside assistance insurance and showed a passage from our insurance policy. She said she didn't understand why we would buy insurance in China for renting their car. We persisted in not buying their insurance. Later we found out our car was actually quite nice, a Nissan Versa with plenty of space. A nearby staff member, who was African American, even made fun of us, but I retorted in English, making her feel embarrassed.

Initially given a Nissan with minor lighting issues, replaced with a Ford Explorer, which was in excellent condition. Automated process at San Francisco airport, very convenient.

The car had issues but they replaced it immediately without any hassle, and the service was excellent. Thumbs up!

The counter staff was very friendly and did not try to sell insurance.

Big company, quite professional.