We recently rented a minivan to drive to Southern California. The woman at the counter could use some training in gracious customer service, but the rest of the experience was pretty unusual in a positive direction. Here's what I mean... the van overheated a couple times in the hot sun on the way to LA. We ended up having to be towed.

But the bright spot appeared when we communicated with Kris, the manager, who instantly got involved to assist us. Not only did he authorize a full refund of our towing expenses, but he personally traveled to LA with a replacement vehicle and brought it to the house where we were staying. He was professional, courteous clearly please stay value on our business. This kind of service is pretty unusual in today's world, and we are quite appreciative.