Car rental at Los Angeles Airport

Great once we got the car. Horrible process getting it.

Pros: The car was great and drop-off was super easy.

Cons: Customer service and pick up on the front end was pretty rough. I am someone who gives quite a bit of grace in these areas, but I called months before our arrangement to change the reservation to the next day. The man on the phone told me he had taken care of it and left a note in the system, however, when we got there, he obviously had not. The people at the desk didn’t believe me, and were not super willing to help. I finally just had to ask if I was getting a car or a refund, and they finally worked something out. It took about 45 minutes though, and I’ve never waited that long to get a rental car. Our travel day had already been rough because of some delays, and they were not very accommodating to that either. Not sure if it was worth the cheaper price all in all.

It was so so rental.

Pros: The price is lower than other. The check out and check in agent were great and friendly.

Cons: The service counter was rude and not friendly. Keep trying to sell the rental insurance. The car was dirty. Most likely this would be the first and last rental from this company.

Would never use after our experience/non-experience

Cons: They were closed at the time I had indicated I wanted to pick up the vehicle. Then, the next morning early I left them a message that we would be by to pick up the vehicle and I received no return call. We got there and they did not have the vehicle we requested or the equivalent (would hold the same number of passengers) for the same price. I attempted to call the corporate number to complain about it and had to leave a message because no one answered but did not receive a call back in a reasonable time frame even though I indicated the issue was urgent and gave them my cell number to call me. Repeated a couple of more times with no call back. In the end I told the guy at the rental counter that I wanted to cancel the reservation and he said he could not do that and that I needed to call the corporate number to do that. Called and left message and apparently they did finally call me back approximately 6 hours later but they did it from a blocked number so I did not pick it up. Called them back and got voicemail as I had all the previous times with my cell number, my confirmation number and a message about the issue and that I wanted the reservation cancelled. Have not received any call back. All I want from them is my money refunded.

Pickup was very disorganized with a long wait and car not ready

Pros: Cheap price

Cons: 1) Was held up in line for about 15 minutes because the service reps had issues with a customer's order and did not know how to answer the customer's question. 2) When I finally got my ticket slip after checking in, I was told I had to wait an additional 20 minutes because my car was not ready and had to be cleaned. The car was stated ready to be picked up at 12PM, I picked up at 1:30PM. Obviously they did not have my car reserved/prepared ahead of time. 3) I booked a Hyundai Accent, but got a Volkswagon Jetta. Another indicator they did not properly reserved my car. 4) Staff did not provide any instructions for what to do when checking the car in. 5) Staff told me to just wait inside the lobby while my car was getting cleaned, but they never said if they would come and get me. I didn't want to end up waiting inside the lobby forever, so I stayed outside to make sure they knew I was waiting.

They had my flight information, but left me stranded.

Cons: I had given my flight information along with my rental, but when I arrived at the rental car desk at the Westin, they had closed up for the night leaving me stranded in the middle of Los Angeles and desperately trying to find a car to get to where I was staying an hour away. I would recommend management do one of three things: 1) don't rent to anybody whose flight comes in after 9pm if you close up at 10pm, 2) keep the desk open for any confirmed rentals whose flights land after 9pm, or 3) if you must close at 10pm, notify any renters who were not able to get there before closing via email or text that they will not be able to pick up their rental and will be reimbursed, that way they can make other arrangements at the airport. It is much easier to get to another rental company from the airport than when you're already off the airport campus.