Los Angeles to Seattle

The queue was very long, and they tried to upsell too much.

The service attitude was very friendly.

The wait time for picking up the car was quite long. The staff kept persuading us to upgrade the vehicle, and the pricing was not very transparent. The return process, however, was fairly simple and smooth.

We picked up the car at San Francisco Airport on December 28, 2014. The front desk was an Asian guy who didn't speak Chinese at first, but suddenly spoke it when he tried to sell me additional insurance, fearing I might not understand. We originally reserved a Ford Edge, but it was not available upon arrival and we were offered a KIA SUV. I said I didn't like KIA, so they finally gave us a Chevrolet Captiva for the same price. Later, I realized the Captiva is a compact SUV, while the Edge is a standard SUV, and there should have been a price difference, but we were in a hurry and didn't notice. When driving on Highway 1, a small rock chipped the windshield, but it wasn't noticeable unless you looked closely. We didn't mention it when returning the car in Los Angeles, and the return went smoothly. Overall, I'm satisfied with AVIS, but the front desk service at San Francisco Airport could be improved.

The service attitude of the sales staff and manager when picking up the car was extremely poor! They probably saw my Chinese face and assumed I wouldn't upgrade my insurance. They deliberately suggested my reserved model was unavailable and offered a downgrade instead of an upgrade. In fact, they had my reserved EDGE ready. After expressing my strong dissatisfaction, they still had an arrogant attitude, saying their store handles thousands of cars daily and can't meet all order requests. If I didn't agree to the downgrade, I would have to wait for a returned vehicle. Another sales representative found an excuse to get the car after seeing my anger. When I picked up the car, I noticed many different models in the parking lot. It felt very much like customer discrimination. It was an infuriating experience, especially since the flight was delayed, making it past 11 PM, and I had to argue at the counter. Although it's rare to see such outbursts abroad, not fighting for your due benefits means you'll get nothing. On a positive note, the vehicle itself was very satisfying, with great power and handling.