I had a reservation to collect a small car at 9am on Friday in Downtown Vancouver. The email confirmation said reservations were held for 2 hours after the booked time and I arrived to collect the car at 10:45. However, the staff told me that I was late and that my car had been given to another customer. They also didn't have any other cars available at that location. After an hour on the phone I agreed to get a train to the Richmond branch where there were "plenty" of cars available. The Richmond branch was short staffed and after a wait I explained the situation and was told they only had trucks left (despite being told by the other branch they would have cars). I agreed to hire a truck and had to pay an extra $40 for insurance (negotiated down from $80) since the truck was a "commercial vehicle", even though I hadn't booked a truck in the first place. This wasted over 2 hours of my day and cost me a train ticket plus $40 for the insurance. Returning the car saw another 45 minute wait to hand back the keys and sign a piece of paper, and then only after I'd pushed in front of someone else in the queue because I was 20 minutes late for work by that point. The vehicles seemed great but the locations are short-staffed and they don't honour reservations, which leads to a very frustrating experience as a customer.