Way under staffed

Waited 2 hour in a line of 5 people in front of us and more people behind us, for car pick up. This started at 8:30 at night. The agent tried convincing us that the reserved economy car would not serve us and that we should upgrade to an SUV. He even said we would be getting a Kia Rio. He walks out to pretend to see if the car is ready. He returns saying that only SUV's are available. We go out to the parking lot and there are only around 6 Toyota Sierras and Ford Yukons total automobiles. The 3 agents were all trying to up sell all the customers instead of just telling them upfront that all the other cars were sold out. The Sierra was not cleaned well, no windshield washer fluid, tire was leaking air, and the "needs maintenance" warning stayed on during the rental.

They didn't match the condition described in the voucher regarding the liability and made me pay 160USD to get what I booked

Dislike: Waiting to pick up the car. There were two to three people working and a line of people out the door waiting. It took us at least 45 minutes to get to an agent.

Like: How well your customer service handled the entire transaction from start to finish with a smile! Great Customer Service!
Dislike: Waiting so long

Like: They were short staffed, but were pleasant.
Dislike: The long line wait!!!! Also, a piece inside the car kept falling down and hit my knee on it a few times.