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I reserved a convertible but was given a Jetta. The office worker couldn't speak English. I had to call many times to confirm my pickup until someone that speaks English was available. My insurance was provided but the guy that picked me up claimed he couldn't update the contract because it was late at night on a Saturday and assured me everything would be updated Monday and I would be refunded for the insurance cost.He still charged me $125 for insurance and refuse to give me a refund. HORRIBLE