Miserable agents and faulty car.

Car pick up was problematic: Firstly, it wasn't at the airport with the other car rental companies which meant it took much longer to get on the road. Secondly, the person dealing with the booking had no idea about my booking, despite me giving the reservation copy to her which she said she didn't need...a booking which I had made 5 months earlier, and she tried to give me a Jeep when I had booked a Nissan Rogue or equivalent. I refused the Jeep and then her colleague said, "Oh we just had a Rogue come in"...magically. This person was also quite rude. Additionally, the car tires were low and within an hour the warning light came on. This is unacceptable since you have to pay for air refills in the States. However, the person handling the return was excellent and efficient and friendly.

I rented a Dodge Grand Caravan, and they told me they did not have one. That made a problem with 4 adults, 4 golf travel bags, and 4 large suitcases for an 18 day trip. The Dodge Durango was not an even swap, we were squashed the entire time. They did give me the 2nd driver free of charge per my request to them for the obvious inconvenience. I would have appreciated a heads up before arrival so we could make other arrangements and not find out on arriving at 9:30 pm.... The airport shuttle to the Car rental place went smooth, but the Shuttle the rental car center to routes was over an hour wait... there was a young family waiting next to us and with their little kids and the late hour, this was horrible. especially when it is only an eight minute drive from the airport itself!! I could tell this was going to be the same problem when I returned the vehicle, so I just got an Uber and avoided the whole aggravation. Also on return of vehicle, there wasn't any signage on procedure, and it was very different then any other rental care company I have ever used. The price was great, the desk staff were very professional to deal with even with the inconvenience of downgrading the vehicle we needed, but the shuttle service set up is HORRIBLE and needs attention!!

All was good.

The process to pick it up was terrible nobody new anything I had to call several times, then coming back they told me 15 minutes for a shuttle I way 45 minutes plus.

Stuff was not professional at all. You do not talk about you personal stuff with other workers while taking care of the client. This place is so over stocked with cars (they rent and provide parking for the airport)you can barely get out with your rental. I had to call twice just to make sure I will have the car that I wanted. Price was the only thing that kept me from saying anything.

Routes is off-site and not in the new car rental building at ORD. It was not difficult to get to, but required a second van trip. Person behind the counter seemed anxious to leave and not very friendly, but the process was smooth and efficient. A Jeep Wrangler was substituted for the Rogue. It is very boxy and not fun to drive as it was very windy. When we got the car, no one volunteered to go over the controls and features. However, when asked, one outside worker did a pretty good job of showing them. It is easier to get in and out of Routes than it is the car rental building at ORD.