There was a lot of pressure from the counter staff on pickup to buy extras, such as insurance and toll passes. When you are tired and do not know the rules it is easy to be taken advantage of,

Pick up time in line was way too long

Get more people working in the counter pick up.

We reserved a mini van, but were told none were available. We would have to wait over an hour. When I reluctantly decided to wait (because we needed the space), I was offered the option to pay $96 for a Ford Explorer. When I declined, the person reluctantly provided me alternatives (e.g. could not up sale me). Could not explain why a car I reserved 2 months ago was not available. Found chicken bone in the back seat!

Overall, everything is relatively reasonable even it takes longer time to get phone call reply. The only thing I felt very unpleasant is that counter staff at SFO quite unfriendly or not professionally at all.

Counter staff were straightforward and helpful. But she kept pushing for extras, none of which I needed. A bit tiresome!

Very easy using to book the car. Good value. All went well and to plan. Thank you!