Make sure to stress that the agent specifically told you the Santa Fe was the only car they had on the lot and that you were forced to take it against your wishes. That's the best argument you have. Too bad you (and they) don't have audio proof of that; one franchised location I'm familiar with actually has a sophisticated HD audio-video surveillance system at their front counter and regularly reviews video footage during customer disputes. (Most customers are found to be untruthful [some even immediately back down from their complaints when they hear their transaction was recorded ], but in many cases, the managers at that branch review the footage and determine that the customer was right and do end up acknowledging the mix-up and making it right. That should be standard at all rental counters, IMHO.)