Looks like they've just had some big staff turnovers. The 'expert' that I've worked with many times and who is my 'go to' person when I have questions/problems is no longer working there.

They've apparently hired some new folks who are still in training, and I've had serious problems getting simple things done, like doing a basic return (some weird charges that they couldn't figure out how to remove after 15 minutes, but the manager did it in 20 seconds), or even a basic rental (a $20, 1-day rental showed up as $250 on the contract paperwork, took a couple of calls between the booth and the terminal counter to get it figured out).