1st off, their website pricing is wrong about insurance/CDW. When you go pick up your car, , you will get a sudden sticker shock. The company more or less requires you to pay for CDW and it's been their policy for a long time. All the staff knew this was a problem and the only place this is advertised is via a letter on their counter. This is the main cause for the 1 star, it's just false advertising. 2nd, the van I rented had a check engine light on. Problems happen, I don't fault the company for that. But being a small company they didn't have a spare and it took them a long time to get me another van. Kudos for not leaving me carless. Plus it turned out to be a good thing as the original car had a bad smell. The whole process of getting a drive-able car took 3-4 hours. No manager was around and they never tried to contact me about my experience. Any normal company would have tried something to make the experience better as I literally lost money and time renting from this company. To top it all off, they lost my paper work when I tried to return my car and it took yet a long time to finish the process.