From Izmir to Kayseri

I was extremely displeased with the customer service attitude when picking up the car in Izmir. We arrived 10 minutes early, but he said it wasn't time according to the contract and we had to wait. Meanwhile, a mother and son arrived; the mother had booked the car but didn't have a translated document. The customer service was adamant that they couldn't rent the car without it and ignored them entirely, showing no willingness to help. The mother mentioned having the document electronically but needed to print it, and the customer service refused again, even though there was a printer right there at the desk. They had to contact their domestic agent to request help, but the customer service rudely refused to communicate, shouting 'I can’t call!' When we were picking up our car, the same customer service insisted that we buy insurance, stating that the insurance we bought through a domestic rental company wasn't recognized and was useless. Even our domestic agent's attempt to communicate with them was rudely rejected. This was the only extremely rude person we encountered in Turkey, and we were very upset and shocked. Is this really a world-renowned rental company?! When returning the car at Kayseri Airport, I was very worried about encountering such unreasonable customer service since we were returning the car three hours early. But the customer service there was very friendly and efficient. Despite a small accident where a local rear-ended our car, the procedure with the police and the insurance company was handled smoothly. He quickly checked the documents and inspected the car, and the process went smoothly. He even shook hands with us warmly when we returned the car, making us feel very welcomed. So, it's really a matter of individual behavior. Our complaint is specifically about the customer service at Izmir Airport, as they severely damaged the image of Turkey and the company!