At first, I was really upset. I had booked a Chevrolet Suburban, but when I arrived at the rental location, they told me I could only get an Explorer. I immediately felt like it was a downgrade and was quite annoyed. Then I contacted their customer service to explain the situation. The support team was very patient and explained that it was actually a free upgrade because I got a Ford Expedition, which is a higher category vehicle than the one I originally booked. I was skeptical at first, but they clarified everything thoroughly and even verified the documents to prove that the car I received was indeed a higher-grade model with a higher price. That’s when I realized it was just a misunderstanding. The whole process made me feel that they were really professional and responsible. The customer service kept following up until I confirmed everything was fine. Although it started off a bit unpleasant, their service left me very satisfied.
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