The drop-off was a disaster. I called a day in advance to request an additional hour, waited 25 minutes on hold and finally reached a gentleman who confirmed my reservation number, and said he added an hour at no additional charge. The day of the drop-off, the man who checked my car was EXTREMELY rude and unpleasant and informed me there was pet hair in the car and that it was my responsibility to clean it; and the woman at the desk said the reason for this is because their shop-vac wasn’t strong enough to pick up hair. (Extremely weird reasoning.) So I was forced to drive home to get my Dyson animal vacuum and clean out the car. I even brought the vacuum with me to the location to make sure I got it all (it was just a little bit on the floorboards in the first place from my shoes). It was at this time that they informed me that the woman who gave me the rental was supposed to tell me any pet hair was my problem and not theirs. Now it had nothing to do with their vacuum? Even though I cleaned the entire car, the man still said there was pet hair and when I offered to clean it again, with my actual vacuum in my hands, he declined saying “they would let me go this time.” I was shocked by how rude he was. So when I went to pay my bill, they had added another FULL DAY on. Then she changed it and gave me a final copy again, with another hour tacked on, even though I had called and gotten an hour approved. She finally removed it and acted like she had done me a favor by doing so.
If someone had just TOLD ME to vacuum out the car before giving it back, which I have NEVER been asked to do before today despite renting cars countless times, I would have just done it. Also, please train your staff not to be vindictive and rude. It was like I was in the twilight zone today.