I have been PC member going on my third year and my experiences have been mixed. At large airport locations I would rate it as 5 star since I generally a prestige collection rental car for c or d class rates. Also, if they do screw something up they fix it apologize and usually give a certificate. LE is mixed bag because they are orientated towards upsell and customer service is secondary, but still important and they usually do a good job (not to the extent of AP locations). Franchises are a completely different animal and I generally don't even expect upgrade at these locations. I would write and complain. You will probably get something as a gesture of goodwill and Mgr of location will be informed and if he cares will talk to employees. They will know who handle your rental.