Empire Rent A Car — Attraction in New York

UPDATE! Manager called me and reduced the cleaning fee! THANK YOU for the quick response. I did NOT see the dirt they were talking about (it was dark...there were not a lot of lights) and I would have cleaned it! So updating this review to reflect this quick response. I've had a couple of upsell charges with different car rental places and it's always unique and refreshing to have someone actually respond and really want to resolve things. So, thank you Empire RAC!

Original: It started off well. I reserved a 12-passenger van to drive 8 people (including myself) upstate for one day. Was quoted $406.94 for one day which included late pick up and drop off (additional $65). You get 150 miles and then its $0.39 per mile. Added insurance/collision and that was an additional $49.95 so my total should have been around $502.52 (additional 117 miles). BUT, they charged me $668.13! They charged me $150 for a cleaning fee instead of $25 (with that comes increased CC and tax fees). I returned the van CLEAN other than general foot traffic for one day (approx 7 hours total round trip in the van). That is excessive. I have rented vans, cars, etc. and I have always returned the car clean. Everyone carried out all trash and bottles and I inspected the van and wanted to make sure the other 7 passengers didn't accidentally leave personal items behind. No one had any large items as it was one day. It's unreasonable to rent a van for ONE day at almost $700 and be charged $150 cleaning fee for nothing. They even sent me photos after and there's no evidence of mess. They have you submit a CC authorization (via paper and photocopies of your DL, etc.) beforehand so they can just tack on whatever they want. Note: the Pennsylvania Ave location is in a poorly lit, industrial and sketchy part off the main drag and there is no one there. It's too bad b/c it's a local place versus a chain and the van and website res...

I first would like to thank Empire Rent A Car for hiring such pleasent and helpful company representatives. Linda and Beverly are very patient, friendly, and sincerely work to make you feel comfortable, get the best service, and are quickly processed with your rental. They are true professionals!!!

I love the quality and wide selection of the rental vehicles, they are clean, well maintained, and easy-to-use. The first time I received a call through the car, I felt that car became part of me.

The prices are very affordable and the variety of payment options are remarkable. How do they do it? I do not know, but I am glad that "They" do!

Lastly, the inspector is on point! He quickly and thoroughly inspects the vehicle and points out all areas of concern.

The Empire Team as a whole are a delight to encounter, represents the company in the best light, and provides excellent customer service as a standard. They care about...

My church rented a luxury 15-passenger high top van last week from the Brooklyn location and the entire experience was with top notch professional customer service! Debbie was pleasant and very informative when explaining the $200 deposit hold and the additional $200 charged in case of tolls and speed/red light camera violations. The security deposit is returned upon return of the vehicle if there are no damages. The toll/camera $200 charge will be held for 30 days to allow time for any charges to appear. Credits will then go in effect if no tolls / violations occurred. Special thanks also goes to George, who was very helpful when I returned the van. It is such a pleasure dealing with exceptional customer service! I HIGHLY recommend this company and this convenient location near the Pennsylvania Ave Belt...