I booked a convertible model, but ended up receiving a hardtop sedan instead, along with the following serious issues:
1. During registration at the counter, I was not informed that the convertible model was unavailable. Instead, the usual procedure was followed, including verifying my driver’s license and credit card, and signing the contract. It was only when I went to pick up the car in the garage that I was told the convertible was unavailable, which constitutes contract fraud. The rental company did not provide a reasonable explanation for this;
2. Why was I able to successfully reserve a convertible online, but not pick it up in person? I suspect that the branch gave my car to another customer for a higher price. Here’s why: When I went to pick up the car, the branch manager first informed me that no convertible was available. Then, they suggested paying extra and asked me directly, 'How much money do you have?' When I expressed shock and refused to pay more, they backpedaled and said, 'I am teasing you!' The branch manager seemed to follow a very calculated approach, implying that without extra payment, the convertible would not be provided.
3. I’ve used rental services many times and have never encountered a similar issue. This mismatch in the car model severely impacted my travel experience. I hope that Zuzuche and Dollar can address this situation: Why was the reserved car not available? Is this branch engaging in unauthorized upselling? Does one really have to pay extra to get the car they booked?

When renting the car, they directly charged me $14 per day for tolls without asking. I assumed it was a pre-charge for tolls, but even though I didn't use the toll roads, they still deducted $14 per day upon return. Everyone should be cautious in the future.

The overall service was excellent, and they provided a very new car.

Okay

2 of our party of 8 arrived 2 hrs earlier. Even though the car was not in their exact name, the gentleman at Dollar was astute enough to ask the right questions so that the car could be picked up earlier by my son to get all 8 of us en route to our destination.