Too expensive to use again

We got upgraded for free to a big Hyundai Santa Fe. However pick-up was not very fast as the agent didn't really explain in details all the extra charges so we had to go back to the counter after we signed the contract.

Counter person said he would give us an upgrade for putting my wife's name on the paperwork to be able to drive the car. Not so, the upgrade cost me.

Waited 2 hour in a line of 5 people in front of us and more people behind us, for car pick up. This started at 8:30 at night. The agent tried convincing us that the reserved economy car would not serve us and that we should upgrade to an SUV. He even said we would be getting a Kia Rio. He walks out to pretend to see if the car is ready. He returns saying that only SUV's are available. We go out to the parking lot and there are only around 6 Toyota Sierras and Ford Yukons total automobiles. The 3 agents were all trying to up sell all the customers instead of just telling them upfront that all the other cars were sold out. The Sierra was not cleaned well, no windshield washer fluid, tire was leaking air, and the "needs maintenance" warning stayed on during the rental.

Like: The value proposition, the extremely efficient yet engaging salesman, the friendly return agent.
Dislike: Branding/Naming convention inconsistencies across the website & airport signage

Like: They were short staffed, but were pleasant.
Dislike: The long line wait!!!! Also, a piece inside the car kept falling down and hit my knee on it a few times.