One's true character is shown by how they handle issues.
Picked up car for a long distance trip and it had a baseball-sized blister on the sidewall. I sent a message to owner and drive the car home to pack up for our trip the next day. Husband saw the blister and was surprised the tire hadn't blown yet. No way could we take the car on a long trip. Sent another message to owner. Bottom line, it ate up nearly an entire day, but owner did the right thing and replaced the tire (actually, since it was 4WD, all 4 tires!). He could have just replaced 1 or 2 tires (evidently bad for 4WD) or refused to do anything leaving us mere hours to find a rental for the trip.
Also, the vehicle had some damage on it (beyond standard scratches and chips) that were not shown in pics or disclosed in description. Touch up paint had been used to cover the missing paint, but the damage/dents were still there. Not a huge deal, just wish I had known ahead of time.
Good communication before and during rental. Flexible when I requested an additional day (previously discussed) and when I delivered an hour late.
Would I rent from again? Likely, but I can't give 5 stars.