Empire Rent A Car — Local services in New York

I made a reservation yesterday 06/18/21 for 06/19/21 at 8am. I received a phone call at 8:52am finally confirming my reservation. I had a couple of questions about my rental and all of the additional charges and the woman on the phone explained them but wasn’t very understanding. A deposit here, a fee for background check, a deposit for potential tickets like what? She kept insisting that I made my reservation at the last minute ummmm okay. Then when I stated that I was getting ready to retrieve the vehicle, she said oh the vehicle is in queens. I asked how long it would take to receive the vehicle and she said like 11:30…WHAT? I then informed her that I was headed to queens anyway and asked if I could pick up the vehicle there. I travel all the way to queens and the office door is locked. I call and the same person says “oh your reservation was a while ago maybe he went to lunch.” She calls and then says oh he went to get gas. I waited for about 15 minutes and then I call back and someone else answers and gives me a long story about how there’s only one person working there and that they’re busy blah blah blah. I then asked her to cancel the reservation because my plans were severely affected at this point. I asked her to send me a confirmation of cancellation and she said no because I wasn’t charged for anything. I had high hopes based on reviews but I am honestly so annoyed. I go the extra mile to ensure great customer service and to not receive it for a simple rental...

After having rented cars with a number of other agencies, I found Empire to be not only closer to home but considerably less expensive. And that's the quantitative side of the transaction. Regarding the qualitative side, I'll begin with Gloria, who greeted me with a smile on the phone (yes, on the phone!) and proceeded to take down the information in an unhurried, efficient and professional manner... something all will agree is rare these days. On the day of the pickup, I couldn't find the agency. After a phone call to Kevin at the lot, who gave me directions, I still couldn't find it. What did Kevin do? He came out into the street, and, seeing me, called my name. After a couple of minutes taking care of the paperwork, he showed my car, which looked as though it had just been detailed down to the rims and tires. Absolutely fantastic! In short, I couldn't have asked for more. If there were six stars, this experience rated six. Thank you, Gloria and Kevin! I'll...

You know what I'm doing right now? I'm waiting for Kevin, the manager, to drive in on his day off and help me unlock the car I just left, because I stupidly locked my wallet in the car.

First of all, who actually knows the name of the manager of the place you rented the car from?

Second of all, this is all happening after my wife already told me that she planned on giving them a great review. She spend all day on Friday trying to find a rental for the weekend. Everyone was telling her it would cost $500-$700 dollars. And none of them had baby seats. This place has a seat that they didn't even charge for, and Kevin helped my wife install it and buckle it. I was a bit nervous knowing my wife and two kids were going to a strange, new location. So to find out that Kevin was so nice to them, well that was music to my ears.

And to top it all off, the car was nearly brand new, had only 4,600 miles, and was impeccably...