I rented a car from Avis today. You remember all those optional insurance items? When you rent a car, you have to decide which to accept, which to decline. My Avis agent said that now he is not allowed to call them insurance. They are "services."
I went in person to rent my car because the AVIS number was busy for the previous hour. When I got there, the agent hung up. I told him his commercial line was busy.
"It's not busy now," he said. I called the number and it was still busy.
The agent shrugged his shoulders. "Oh well," he said, "We have plenty of reservations."