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Difficult to get reimbursed for a flat tire. Long waiting time for final reimbursement.

Didn't have the car I reserved. Tried to give me an absurdly large car, then too small a car, before I get anything remotely close to what was ordered. Billed for all sorts of extras - which added up to more than the original hire.

Sent me to a car rental place that was closed

This is a satellite location unfortunately our vehicle was not available on day of pickup. The staff there was extremely difficult to deal with over the phone so we decided to drive to the location and speak in person. We were notified as we pulled into the parking lot that our vehicle was available for us so we had to wait 20 minutes for it to be ready. We received our vehicle dirty inside and outside. So filthy we had to detail the vehicle ourselves after already being delayed by an hour. The filthy condition of the vehicle was and is unacceptable, unhygienic, and disgraceful the management of this location needs to do better in all areas from customer service to serving their customers with a spirit of excellence! It’s important how you treat people.

After waiting in line for 3 hours to get the car, it was full of dirty napkins and had no gas. After pointing this out, the manager had to leave with the car to fill it before returning with it again, still full of dirty fast food napkins from the previous renter.

clean the car before rent it

Had to cancel due to a hurricane less than 24 hours before pickup and lost the ENTIRE $194. I will never rent through Kayak agtand never prepay a rental again

I made a rsvp for 11am but when arrived at 1050am there was a wait of 2 guests in front of me and a single clerk who informed me that they had no cars to rent. He said they are working to get cars but it will take about 20 min. I asked one of the guests who was there before me how long they have been waiting, and they said over an hour. Since i had luggage with me and more customers continued to arrive for vehicles that weren’t there, there was no room for me to stay in the lobby, so i waited outside where it drizzled rain on me and my belongings the entire time. After an hour of waiting I was called in to finalize the rental. I told the clerk that I was expected in NYC at a certain time and now will be late since I am over an hour past schedule, and asked if he can do anything to make up for the delay. He said he will be discounting the rental due to the issues but didn’t give me any discount. I told him I needed to add a driver, when he said he will give me the additional driver at no charge … a $16 savings. If I hadn’t had the additional driver I do not think a discount would’ve been given. I then had to wait an additional 20 min for them to “check on the car”. The car had several large scratches, all tire rims were badly dented, and the trunk couldn’t open with the key fob. This experience was not a good one and after the long wait in the rain, I was over 1.5 hours late departing Boston. I will think twice before using Hertz again.

They claimed they did not have the size SUV we reserved available, yet there were a number of them sitting under "reserved" signs across the lot. They tried to give us a significantly smaller SUV saying that was all they had. In addition, the staff were rude and unhelpful. Three customer service people sat at their desks with no line at the lot while a line 20 people deep was upstairs. When I asked the "customer service" desk at the lot to add my Hertz gold info to my rental, they said I had to wait in line upstairs. This is not the first rude and unhelpful episode I've had at the Boston Hertz site. They made no effort to remedy the situation to find an SUV near the size of the Yukon we reserved. We left and had a great customer service experience at Dollar instead. This Hertz location consistently offers an appalling customer service experience.

The pick up was a real ordeal. I don’t think I would want to go through that again.

At both pickup and drop off in the parking garage, they appear to be understaffed. I had to look for someone to tell me which cars I could choose from and at drop off, no clear instructions were given. There were other people arriving at the same time as me, so it was not a case of only one customer.

The car was not ready on time. The waiting line was many hundreds of meters long.

I had multiple charges that were more than I signed up for. Have made 4 calls to dollar and still have been charged too much. quote was in CAD and they have charged the CAD price in USD. Spent more time on the phone with them than driving the car. Still have to call again to get this fixed. Dealing with 3 companies, not customer service at expedia/kayak, passing the buck. Search for drop off location in Utica said none available even though there was one 5 minutes away in Yorkville which was not suggested. Had to drive 2 hours for no reason to Syracuse and no option to switch once this was discovered. Very disappointed with this experience, feel frustrated, ripped off and still need to waste more time to sort this out.

I hate this company with a burning passion. I made a reservation for a car and they required me to pay up front... okay that's weird but shouldn't be a problem. I was wrong. A few weeks, maybe a month, after booking it was determined that we did not need the car anymore. So I attempt to cancel my reservation by going into the booking and either cancel or modify to a bigger car. However, since this company is a bunch of scammers, they wouldn't allow me to modify or cancel the reservation due to "company policy" which essentially is a load of horseshit - I HAVENT EVEN PICKED UP THE CAR YET. I call Kayak, who defer me to Dollar-Rent-A-Car, who defer me to Expedia. Finally I talk to someone on the phone at Expedia, who relay the following information to me. "We will advocate for a refund or a credit but need time to discuss with Dollar". Okay whatever, I will wait and keep my reservation until they call me back. Multiple days later, Expedia emails me back saying "we were not able to secure a refund or cancellation due to Dollar's company policy - if you wish to cancel with no refund please respond to this email". At this point I am thinking, god damn it this is bullcrap, but whatever I will just keep my reservation and use the extra car. Finally, the week before the reservation, I get an email from Kayak and Dollar saying "what to expect for your car rental next week".... Now I am in Boston, ready to pick up my car and as soon as I get to the front of the line which was not at all short or speedy, the representative with the most smug, arrogant, evil smile is almost laughing at me saying "I'm sorry sir but the screen is showing your reservation is canceled, I'm sorry but there is nothing I can do, nope I cannot see when it was canceled, no sir we do not do refunds, yes sir I know that you paid for the car and now you cannot have the car, mhm no sir we will not be providing you a car." I wanted to reach across the desk and let out all my frustrations but ended up leaving while crushing a Coca-Cola can. Absolute disgrace of a Company, of customer satisfaction, customer retention (I have made a vow to never use this terrible Company EVER AGAIN), and company policies. I give this experience negative 10000000000 stars and will continue to share this experience with as many people that will listen to never book with Dollar-Rent-a-Car again. I will make it my life's mission to deter people from using this company and I hope that they file for bankruptcy.

additional charges at airport, did not have the promised car.

NA

Everything was great - speedy, clean! Just wish you didn’t need to take shuttle bus to/from airport but that is a Logan issue.

Great

Friendly and knowledgeable staff. Short line at the airport. No surprises or hidden fees.

very convenient - at check-in, options were clearly explained, and drop-off was quick and easy. Everybody was pleasant and efficient.

It was good, the tire pressure light was on when we picked up the car and that made us nervous the tire would go flat. And then on the hottest day the computers dashboard wouldn’t work and we couldn’t turn the radio or AC on when driving around.

The staff was very friendly and helpful. Excellent car and excellent service

The car was reserved and when we arrived they stated they did not have the car we reserved. They only had upgrades and made us pay $125 extra plus tax because they didn’t have what we reserved. It was such a scam and we should not have had to pay all that extra money if they failed to have what we reserved. I will NEVER use them again.