Late report, but a month ago booked a PCAR (like many others, expecting a CLA). Upon arrival got to the booth which was staffed by 3 very out of it looking women, by which i mean they were all reclining and texting away on their phones. Was told i was being given a volvo S60, when i pushed for why i wasnt given a CLA she told me they dont even stock them. Of course i got a bit irritated that they use it as the display car for the rental category, the girl gave me this eye roll look that just screamed 'this is just a paycheck, i dont care about it' look. She reluctantly then said she 'guessed' she could upgrade me to a BMW 3 series. Mind you im plat so shouldn't i have been upgraded ALREADY?

Get to the lot and see a sea of BMW 3s, 5s, Audi A4/A6/A8s, Benz E classes. All MUCH better cars, so I asked the rep upstairs about switching to one of them, she told me that as they had already 'waived the upgrade fee for my BMW' anything else she would have to charge me for.....waived the upgrade fee?? As i only needed the car for about 8 hours that day and clearly no one at this location cared i just took the 3 and left.

Naturally i got the survey email and voiced all this to them, and the rep replied that she was sorry to hear about it, and that sometimes they cant upgrade customers when inventory is so low. Clearly that rep didnt even read the part where i outlined the full lot of nicer cars, all of which were still sitting there when i returned that evening.