Empire Rent A Car — Attraction in Town of North Hempstead

I reserved an eight-passenger van two weeks in advance for my son's birthday event in New Jersey. I left a $200 deposit fee and was told that my vehicle would be ready for the selected date at 8 AM. However, when I arrived at the 600 East Fordham Road location at 8 AM, I was told they did not have the eight-passenger vehicle I reserved. When I asked why I didn't receive a call in advance if they knew this prior to me arriving, the gentle men at the front desk said he was not sure he was just the messenger. He then said we have a 12 passenger at the same price. I agreed to the switch and submitted my payment. After the paperwork was completed, we were directed to meet another employee who would show us our vehicle. To our surprise, the other employee stated that the van could not be rented out because it was brought back damaged and fifthly by the previous renters. I immediately was livid because we were already behind schedule and still had to pick up our other guest. When I tried to explain this to the rental place, they called another location and had an employee drive us there. When we arrived at their other location on Gunhill Road, there was a line. The employee from Fordham explained that he was sent over for the van, he was told to wait outside. When I explained what happened at the other location and that this was time-sensitive, the employee at the Gunhill location responded in an unprofessional manner. I was distraught with the poor quality of service and lack of concern about the disappointment they caused for my family's trip to the water park. After waiting, no vehicles were available, and I became agitated and demanded that my money be returned. This experience has been awful, and I don't recommend that people use their service. The employees are insensitive, and the business is poorly run- My son's 12th birthday party was canceled due to the car rental's negligence and carelessness, and to add insult to injury, I'm still waiting to receive my full refund. THE MORAL OF THIS STORY IS DO NOT RENT FROM...

I had rented a Penske truck from another location who did not have my truck when I arrived. NO phone call, NO notice...nothing. I arrived at the location to pick up my truck as I had a team of movers coming the next day to pack up the truck for our move to California. While still at the location with NO truck on the horizon, my wife called Penske's 800 number and found a truck at Empire rent a car. We booked the truck immediately and made our way to their location in College Point, NY.

Upon our arrival we met with Chris Luna who was amazingly accommodating to us after hearing our ordeal with the other location. He got us our truck, allowed me to park at the location over night with no extra charge, gave us his cell phone to reach out during the trip should anything come up..... made us feel very well taken care of. Chris' level of customer service is unheard of these days and was refreshing to get that level of service - especially in the middle of a "mini crisis".

I would recommend Empire, and most specifically Chris Luna to anyone needing a truck for a day or for a 1-way...

My update with Empire Rental in the Bronx, after my first experience which was months ago now. I'm still one of their most loyal customers. With my rental family. Ray, Jonathan, and James. Service here has continued to be the best time after time. Yes, sure at times you may hear of someone finding a better deal. That doesn't compare to spending your money where you are appreciated and your business is respected. The staff continues to bring forth their professionalism and the manager Ray makes Empire shine in everyway.. He have worked miracles for me in last minute situations. He tries his best not to leave customers dissatisfied. If you work with him he will definitely work with you. I will continue to do business here and would recommend anyone to check this place out and see for yourself... I've couldn't have found a better rental place. Forever loyal until the wheels fall off and I doubt that happening any time soon.. Keep up the great customer...