The customer service reps are nice and cordial. They did not provide adequate information about the vehicle and did not adequately explain the terms and conditions of the rental insurance, leading to out of pocket expenses. The vehicle was not ready upon pick-up. We waited almost an hour to get the vehicle as it was stuck in ice (we should've at least been offered an extension of rental time). We were told to only inspect the area of the vehicle they indicated had damaged as indicated on the paperwork, as oppose to the whole vehicle. I will not rent from this location again.