(Sorry, I just looked over this after I wrote it and realized it is super long!)
I have a story about renting a car during our recent vacation. We went with a specific rental company because they were the only ones who offered Jeep Wranglers (we were going to be driving on possibly bumpy roads, so we wanted an SUV and having one that we could put the top down was a big perk). We checked their website and they were having a monthly special on Wranglers, so they should have plenty of them and be prepared to rent them out, right? We made a reservation on their website more than a month in advance.
When we finally got to the rental car office from the airport (2 shuttle buses, but we knew that they were off-off-site, so that wasn't really a bother) there was a sizable line and only 2 people at the counter. We stood in line and eventually a few more employees wandered back from lunch. An hour and 45 minutes later, we are checked out and went outside to get our car, where we stand around in the hot sun for another 10 minutes until another employee points us to the Jeep that he had parked out front. We asked him if it was a good car and he said it was just fine, he just checked it out and anyway, it was the only Jeep he had left. So we drove it to the final stand at the exit where they check you out, the employee scans the VIN, looks at the computer and tells us "Oh, this car needs an oil change. You'll have to give it back and get another car." What?! He just waves us in the general direction of the return area, where we unpack our luggage and stand around (in the hot sun) for another 10 minutes while the guy who gave us the car (who said he had just checked it out and it was fine) ignores us in favor of other customers. I finally got agitated enough that another employee noticed me and was nice enough to look into the back lot and see that there were 3 other Wranglers sitting out there (obviously the oil change Jeep wasn't the last one available...)
It turned out OK in the end because the second Jeep they gave us was newer and cleaner (and had obviously had its oil changed lately), but they were just so disorganized and chaotic that I don't know if I ever want to use them again. And it was funny that the only employee that was helpful and seemed to know what was going on wasn't one of the customer service employees, but one of the guys who cleans and moves the cars in the back lot.