Few and difficult to recognize storefronts, remote locations, hard to find! Very poor customer service! They ignored issues raised about car condition and excessive charges; customers had to contact domestic customer service to resolve issues.
1: The wait time at the Jerusalem branch was very long compared to car rental experiences in Western countries; it took over an hour from arrival to driving off. 2: I requested a full tank for both pickup and return, but the car was only 75% full, and the rental company refused to fill it up. 3: I was informed only at pickup that returning the car at the airport would cost an additional 150 NIS (approximately 290 RMB), and I had no choice but to accept it since changing plans wasn't feasible. 4: When returning the car, they questioned the dents, but I showed them a video from the time of rental, which resolved the issue. 5: I returned the car with a full tank, but the CAL AUTO staff claimed that the pickup branch's failure to provide a full tank wasn't their responsibility and refused to refund the 25% tank fee. They only relented after I threatened to file a complaint. The process involved long delays, first with prolonged calculations, followed by a refusal to refund in shekels and insisting on dollars, and finally claiming a lack of change in dollars. Fortunately, we arrived early at the airport and had change, or we would have been overcharged. It was very frustrating.
It took me an hour to find the store at the airport, but eventually I found out it wasn't at the airport. The contact number on the rental site didn't work, and I had to get help from the airport staff to reach someone. Then, I waited another 20 minutes to be picked up from the airport. Additionally, there was an extra $26 airport service fee.
The staff was decent, but the car was surprisingly old. I was given a Fiat Panda with 60,000 miles on it, and all the seats showed visible stains. It took a lot of air freshener to cover up the unpleasant odor inside the car. After so many years of renting cars, I have never gotten one in such poor condition. Fortunately, the car managed to hold up until the last mile, which was quite a relief. I really need to thank the company's mechanics for keeping such a rundown car operational; they must be quite skilled. Another thing to mention, I initially thought there would be a counter at the airport or at least a shuttle bus with their company logo, but there was nothing. In the end, an airport staff member helped me by contacting the rental company with their phone and instructing me to wait at the entrance. This crucial information was not provided to me by the rental company. Airport transfers are very important, how can they not inform customers about contact details?
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