SFO Airport Branch review: Very unprofessional customer service of Letty in the front office desk

I rented a car in SFO last Dec. 3-4 which I booked through priceline and prepaid the amount. However, when we got there, we were convince to get an upgrade. After checking the total price at the end, we were charged incorrectly so decided to clear up the summary of charges upon returning the car. We spoke to Lilia who was very rude, unprofessional and unknowledgeable of understanding how to fix the problem. We only rented the car for a day and prepaid the whole amount through priceline but charged a total of $ 107 for upgrade which should have been additional $40 only. There were bunch of additional fees in there but adding all the charges it didn't make sense to end up with the total price. So, we tried to clear up with Lily(Lilia), however, she was argumentative with us. Who said to "shut the [censored] up" to us. This is very unacceptable. She couldn't clearly point out the breakdown of the prices but insisted the charges were correct without checking the computer or the summary of the bill and without listening to our explanation and concerns. She was very argumentative and rude and telling us to shut up and [censored] off. I am very offended and disgust with her choice of words when dealing with us. The cursing words started from her and she has the nerve to raise her voice to us in front of other customers. When I asked her name because she has no badge, she cursed right in there in front of the other customers which is very unacceptable. I talked to the manager,Prahul, but Lily was not apologetic of her action and continued to mock and viciously smiled even though the manager told her to stop. The manager admitted upon checking and listening to our concern that errors were made in the bill. We were charged double for the upgrade and service fee that we did not want or agreed to buy, the road assistance fee. The manager easily fixed the problem, but all these could have been resolved if Lily(Lilia) was not confrontational at first and looked at the issue and listened to the customer concern. I strongly believe she should have been removed from her position because she is a disgrace and will cause liability and loss of many customers to your firm. This is ridiculous that she is very confrontational, beyond rude, and unprofessional. If she couldn't handle or know how to handle questions and concerns from the customer, then she shouldn't be there working. She would have called the manager instead of cursing argumentatively to the customer. She has forgotten that without the customer there will be no business. We are the paying customer and has the right to know what we are being charged. Mistake could happen but being defensive by your representative make me strongly believe you are trying to cheat or overcharge the customer. I hope you do an action to discipline or correct the action of your representative Lilia who works in San Francisco Airport branch.

With Regrets,

Mrs. Ullmann and Ms. Aparato