My one roadside interaction was fine. I had a Jeep Grand Wagoneer that had a broken suspension. The vehicle shook so badly at highway speeds that the rear view mirror fell out of position.

I called in and the agent basically said return it where ever you want. I’ve noted the reservation.

At a high level, their corporate customer care lags behind every other company. Email is the only way to file a complaint or ask a question. Nine times out of 10, your question goes unanswered or they toss you a free day while ignoring the root cause. The airport location folks appear to care more but are limited by training or policy.