Dollar Car Rental - Phoenix - Sky Harbor International Airport — Attraction in Phoenix

Agreed this was absolutely the worst car rental experience I have ever had 2x in a row!! DO NOT RENT FROM DOLLAR/ THRIFTY/ HERTZ AT PHX AIRPORT!!! Got a vehicle after 3 hrs!!

I came earlier this year thinking it was just a fluke so didn’t post a review. However, now 3 months later, not only has the problem gotten worse (longer lines and not just one but two long lines now - one upstairs and one downstairs , hertz and dollar and thrifty sharing vehicles but now they’re also sharing check in counters, longer wait times in both long lines, ridiculous reasons on why they don’t have the vehicles ready…)

They said that the reason why they were saying we were going to have a 2 hr wait for a vehicle was because they were short staffed and didn’t have enough people to “clean the cars.”. When another customer asked if she could get reimbursed for taxi fees to her hotel and back, the representative said probably not since it wasn’t a matter that they didn’t have vehicles. It was a matter of short staffed and the cleaning of the cars…. Not sure why that’s neither here or there as far as from a customer service standpoint. I asked whether we could accept a dirty/ uncleaned car. He said no they couldn’t do that either. His “solution” was to have people come back in the morning if they didn’t want to wait 2 hrs! Not sure how this is even acceptable customer service?!

It was precisely from the poor customer service experienced my first time renting at this location that I actually called dollar customer service ahead of time and they were supposed to call me back to let me know if I reserved ahead of time, would they have my vehicle ready for me this time. Of course, as expected, they never called me back and I got busy which is why I ended up having this happen a second time!:(

We were in line for about 1 hr before the rep even said anything about the short staffed issues…. Also, the “cleaned” minivan had crackers all under the seats and sand and dirt on all the seats….

I also was unhappy that they I had to let 2 parties behind me go ahead since there were only 2 people at the check in counter and one of them was taking only thrifty customers because his computer could only look up thrifty reservations and the other was taking dollar and thrifty customers. This was all at the thrifty counter since the dollar counter was closed at 1030 pm and had a sign to go to the thrifty counter. The thrifty counter had a sign that they closed at 11 pm even though the website hours for all Phoenix airport car rentals is 24 hrs!!

The rep even said that only Avis and thrifty/ dollar/ hertz had vehicles; that other car rental companies were borrowing vehicles from them supposedly but there was also fox, enterprise and other car rentals that were open….

An interesting point to note to compare this and last times check out process; No one was there to check us out as the first time. Take a photo of your mileage, date, time and fuel. So, they wouldn’t have even known what time we returned the cars (yet there were 3 people in the downstairs garage customer service booth and one lady telling people to leave their keys in the car but none of them were checking the cars out; when I asked where the person was so I could get him/ her to check my car out so I wouldn’t be liable for any issues, she said “they’re somewhere down there”; I went down all lanes and found no one checking out the cars. I also heard upstairs from a lady that who didn’t have a reservation and there were “no cars”. yet 20-30 cars were downstairs just sitting there waiting to be checked out. Extremely inefficient and poor customer service in my opinion. Note: If you’re stuck in this situation, and have two people, have someone line up upstairs checkin counter line and someone line up downstairs for the vehicle. Bumps you up quite a bit. Take whatever vehicle they have to get a vehicle more quickly. I did this both times and got a minivan…. Should ask for gas reimbursement… Note: 10-15 min from airport to rental car center by...

I have to say that Hertz/Dollar Rent a Car Sky Harbor Phoenix International Airport & Flagstaff Pulliam Airport are unwilling to rectify our unfortunate situation with our EV rental after explaining in detail of our frustration. On our second day having the rental we were so frustrated and upset that we decide to call and see what can be done in order to switch the vehicle and Jayden was kind enough to help us, provided us with some details regarding EV rentals and getting us to the closes Hertz/Dollar where we can switch the car. We got a reference number regarding our switch and confirmation that we’ll have a new gas operated car and, we provided the time of our arrival. We’re excited to get the car switch so we can stop wasting time with the charging and not backtracking on our plans. Upon arrival, Terra Sheridan over at Flagstaff Pulliam Airport said that she called us to inform us that in that location they have no more cars available and that she left a voicemail. First of all, we already hit the road coming from Page, Az at 55% charge arriving with 2% and second we have no records of such call. Now we talked to Terra Sheridan and her solution was to ask her neighboring rental company and a dealership where we can rent a car (we check and no cars available, and the dealership was out of the question, the cost completely absurd). We called Dollar/Hertz to see what can be done, come to a solution and come to find out that Hertz Pulliam Flagstaff has cars to give us but Terra was not willing to help us. Everything pointed out going back to Phoenix and switching car. Not a solution, we’re 5 hour north of Phoenix, if we would’ve done that, there goes out trip. We ended up sucking it up, we wasted our Saturday afternoon charging the stupid car rather our hikes and paid excursions we had planned. Day of return, we spoke to Alexis which she’s the manager at Hertz and explain everything we went thru for her to tell us that what she can do is waive the return fee for not charging the car and that “supposedly” we were informed by our agent when we first picked up the car “EV vehicles are not recommended to rent in really hot climate states and for the fact that the northern part of Arizona lack in charging stations”. Hearing those words infuriated us because it’s not true and our reservation did not mention anything about that concerning detail. Obviously if I would’ve know that I would never had rented an EV car. Edward, Eddie, Ed whatever his name is should’ve said something to us even after having a great conversation about our plans and that we’re renting this EV car for the first time. Soo, I’ve sent out several emails regarding this matter and all I get is late responses and unwilling to rectify this situation. My suggest to whom ever decide to rent a car for either of these companies to choose wisely and avoid renting an EV car unless it’s a Tesla. Alexis Hertz Manager Sky Harbour Phoenix Airport Terra Sheridan Manager Flagstaff Pulliam Airport Jayden, Gertrude & Misha Hertz/Dollar Road Side Assistance Jon - Dollar Rent A Car Representative

These are all the employees I dealt with regarding our situation along with the reference numberS for our original reservation and our new reservation for switching the EV car to a gas operated car.

The worst customer care, attention and total disregard.

And much more to this ordeal but quite frankly I don’t have any more energy for this, I hope this helps to whomever is thinking about renting with this company. Choose wise and if anything keep records of everything even electric charge station/gas receipts because if you need to dispute you have proof.

VERY DISAPPOINTING COMPANY....

Beware of insurance scam. The issue I encountered was during pick up in the PHX location. I was initially told i cannot pick up the car even though i have paid for it unless i buy their insurance (which was almost the same price as the more than 1 week car rental price itself). I explained that I have my own rental car insurance with my credit card provider and the desk agent R* told me that it is different in AZ and that it is state law to buy insurance from the rental company if my rental insurance provider is not through my personal auto insurance (even though my credit card insurance policy clearly stated that the insurance is primary unless i have other car rental insurance). She also attempted to confuse me by saying because collision damage waiver is not the same as loss insurance, even though my insurance policy clearly stated it is car rental damage AND Loss insurance plan. She then asked me to leave her desk until I made up my mind about buying their insurance. I checked dollar rental policy online, there is no such mention about the “state specific insurance law” for Arizona as the desk agent had previously claimed; google search also revealed no such thing exists. To be triple sure, I called dollar rental customer service who also confirmed that my insurance by my credit card provider should suffice (the very nice and honest customer service even double checked with her superior and was kind enough to be willing to talk to the desk agent over the phone per my request). As soon as I told the desk agent that I have their own company CS on the line, the desk agent scoffed saying “well they don’t know the rules like us desk agents”. Despite making that remark, the desk agent proceeded to process my car pick up and I finally was able to pick up my car, but not after her saying “fine if you want to take the car without insurance, here is your key”, tossing me the key with no other explanation, she abruptly left the desk after telling her coworker she is heading to the restroom. If truly there is an issue with my situation as per AZ law as the desk agent initially claimed, how could she processed my car pick up after I called their CS for clarification. Also, i cannot emphasize enough, I actually have car rental insurance, just not from dollar car rental as the desk agent preferred.

Other issue I had, mileage listed on the paperworks at pickup was incorrect. It was listed on my rental paper as “mileage out: 2500” but when I actually got the car, it was at more than 13,000 miles. I called their CS again immediately who advised me to report it upon drop off and when I dropped off the car in NV, the very nice agent there was able to change the documentation after I provided video evidence of the discrepancy.

Despite this very bad experience at the PHX location, I have to give credit to the CS and another agent at NV location for their honesty and excellent service. This one star only reflects my experience at the PHX location, I want to warn others of this bad business practice at the...