We decided to rent a car when we had to go to my sister's wedding to Spokane, Washington last year. I had contacted Avis car rental in Romeoville, IL, and booked a Chevy Monte Carlo for our nine day trip. However, when we showed up on the day of our departure, the car was not available. The manager apologized and offered us a better car for the same price - a Ford Taurus.
The Ford Taurus was not new and it was not in best shape; it had little trunk space, too, but we needed to leave, so we thought it would work. Then, after loading our luggage, I had noticed that it had a flat tire. The manager was gone for lunch at that time, so we had to wait for about twenty minutes to report our problem. When we did, he was quick to find a solution, and an excellent one: we were offered a brand new Chevy Impala, a yet another upgrade for the same price we had agreed on before. The car only had about 400 miles on it. Normally, renting it would have cost twice as much. It had all kinds of luggage space, it was nice, clean, and comfortable, and we got pretty good mileage, averaging 28 mpg.
I liked the way Avis had dealt with these unexpected problems. Stuff happens, and how we deal with it is a part of good service. I would definitely use this car rental again.