Horrible experience. This place needs a total makeover, starting with the staff. I rented a car through Hotwire which was supposed to be at SNA airport. I get a confirmation with a teeny note at the bottom stating its off-site from SNA. I show up on the day of my car rental, and the woman at the front desk appeared to have been crying. She had horribly red eyes and seemed frustrated or distracted. The experience was pleasant with her until.....
The day I returned my rental. I had a 5-day rental. I return the car to the return location and this kid (roughly 18-20 year old, Hispanic male) doesnt greet me, and just hands me a receipt from his electronic receipt machine. No thank you from him either. HORRIBLE customer service. I glance at the receipt and notice that they overcharged me by nearly $450. I then take my concern to the heavy-set girl working with him at the booth. I said this is not my name, nor my quoted price through Hotwire. She seemed uninterested in helping (another customer service issue with her attitude). She tells me to walk into the building and proceeds to say that it looks like they switched my car and rental agreement with another customer (um....duh!!) I then ask for a manager. She points me in the general direction to the front desk and tells me to ask for "Brad". I walk up to the front desk where this middle-aged woman with long blondish hair and ruddy complexion asked if she could help me. I told her I was needing to speak with Brad. She then became totally unprofessional with her raspy smoker's voice and laughed saying, "Oooooh, looks like its a big issue if you want Brad!" (Strike-3 on the customer service issues with this company). I ignored her and continued waiting for Brad. I wait nearly 7 minutes for him to walk out of his office. By now, my family member and I are pretty ticked off. He asks for my rental agreement, which I show him. I also hand over the receipt that I was given with the wrong price and wrong name. He tells me what I already knew that the rental agreement and price were for a different customer and he's not sure what happened. I show him my reservation on my phone from Hotwire for the quoted price of $110.00 and the receipt that I was given for nearly $500. He demanded my license and then refused to give me back any of the paperwork, and then disappeared in his office for another 10 minutes. Some hispanic woman poked her nose into the situation and asked to see my license (again). I refused and said that more than enough information has been provided in which to straighten out this issue.

I proceeded to call my credit card company to notify them of this issue and they proceeded to block further transactions from this company as precautionary. They then advised me that 2 charges were pending (pretty obvious they were planning on over-charging me from my quoted price). I handled the issue with my credit card company and continued waiting for Brad. After another 10 minutes, he comes out of his office with 2 papers: one showing the original quoted price, and the 2nd for the adjustment. Both papers were provided to my credit card company as supporting evidence of this issue.

Overall, it's not worth it to save a few bucks on daily car rental. I will take my business back to the SNA airport and save the hassle.