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They did not have any car available for us despite the fact that we had already paid for one

The car was excellent. My experience with Kayak was wonderful as usual. I reserved a car which would make me assume a car was available. I had to wait an hour to finalize my car and the average wait to actually get one was 2+ hours. This significantly delayed travel plans I would expect if a reservation is available, it means a car will be. This needs to be addressed by Thrifty/Dollar.

pickup line was about 2 hours long. Several people not in line mentioned they stood in line for 1.5-2 hours and then had been waiting 2 hours for a car they still didn't have yet. We didn't have time to deal with that so ended up taking an uber instead even though our rental was a prepaid non refundable

Disaster !! 2-3 hour wait to get the car !

It was a nightmare. We had a 2 pm pickup. We got there at 2:15 pm and they said all cars were gone for the day to come back tomorrow or possibly in 7 hours. We were at the airport and trying to move on with the rest of our trip. After waiting a while, we ended up using Enterprise at the airport. How can we prepay and reserve a car if they don’t have it. In the span of an hour of us waiting, this happened to at least 30 other families too.

I had a confirmed reservation but when I got to the rental office they had no vehicles available for 2 days. Ruined the trip!

Awesome customer service

Ordered a vehicle at the ATL Airport, but when arrived it was for another location 45 minutes away. I had to take an Uber to get to the location because they wouldn't just give me a vehicle.

If you’re not an American citizen, make sure you bring your passport, even if you have a valid state Drivers License. They will not give you a vehicle without it.

The guy at the counter was great, kind, and efficient. Car was better than what I expected for the price.

Did not get the car I booked for. Car was not completely cleaned. Gas tank was half full. Car was old, over 53,000 miles on it. Car has front alignment problem, vibrating when using the break.

I learned a major thing with my recent rental from Hertz. If anything goes wrong with the car, you must complete a breakdown report or you will not get payed. I rented from Hertz via Kayak previously. The car had a dead headlamp which I did not notice. I drove the car on a long trip. I was stopped by the police when it got dark for having a dead headlamp and got a ticket. I had to fix the car in about 2-3 days to resolve the ticket. I bought a headlamp and installed it myself after calling the Hertz breakdown support phone line. I have records of the phone call, but Hertz would not pay for the lightbulb, because I did not do a full report via the breakdown support line. The person on the phone said just buy a bulb or have it repaired, and they will pay. But I believe, because it was not directly through Hertz and no report was made they refused to pay, after 2 requests including the police report and record of the call. Glad I work on my own cars, so I removed the bulb and took it after the rental. I was maybe going to get a Hertz credit at the rental place, but I wanted money back as I don't rent direct from Hertz.

Horrible horrible horrible is all I have time to say. Customer service, even worse!!’

The man I was working with was fine, but the lady who was with him seemed high. She was on her phone constantly and another woman walked in and then they started talking about their boss. Aside from that, they didn’t have the size car I wanted. I had to take something smaller. The car had a huge dent and scratch on the side.

Never got to rent a vehicle because they never have any to rent for Uber drivers .

They did not have the car I reserved, and their instructions about how I should obtain a refund were unclear.

All employees were friendly!