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November 2023 by Kelly C.
We booked a 8 seats car and they only honored a 7 seats. We paid extra for the 7 seats. Horrible customer service, it is a dishonest company, don't ever rent from them if you can avoid it. Plus, the car we got smell horrible inside.
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October 2023 by Randi C.
Actually 1 star is too many. Made a reservation through Priceline one month ago. Arrived at the Dollar/Thrifty rental counter-shocked to see about 75 people in line and the line barely moving. After about an hour-I overheard the counter person telling a woman that they didn't have her car, but for another $200 they could upgrade her. Within minutes, they finally communicated to the still 75 people in line that they were out of cars-What a horribly run organization--no communication-if you call Dollars 800 number you cannot get a live person--NEVER AGAIN--and Hertz apparently just bought them--so back to Avis for us. Truly atrocious on every level including gross incompetence, understaffed, horrible customer relations. Good luck to Hertz--not too excited to rent from them either at this point. Spend more money and avoid Dollar Thrift at all costs--I was penny wise and pound foolish-I am now Ubering and Lyfting for the weekend.
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October 2023 by Kathy L.
Staff is rude and provides inaccurate info. They dismiss customer concerns and have the longest lines of any rental car agency at SFO. They provide no priority for Dollar Express membership unless you booked through Dollar. I got here at 10am and they only had two people working the counter. At 10:30, they added a third person. Meanwhile, the line wraps around three times and looks like a Disneyland line. Book elsewhere.
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October 2023 by Kam N.
DO NOT EVER RENT FROM DOLLAR!! They are same company as thrift and hertz. Same story as many people on here. We arrived for my wife's surprise bday dinner to sf airport, everything was going great until we got to this horrible company. I pre booked this more than a month in advance and pre checked in with a pre check day and approximate time for rental pick up. All this before, just to ensure everything would go smooth. We get to the car rental check out and there is a huge line. Several people waiting around, as we slowly made it through this line, we hear several of these people upset because they had been waiting over 1.5hr for a car and they all were pre-booked. No staff mentioned or texted or alerted us. We were 45min into the line. Several of the angry (and rightfully so) car renters were so upset and going to the counter to keep asking and demanding a vehicle due to the ridiculous wait. The overwhelmed staff, at this point, were just checked out. Finally a staff member said- anyone in line will be waiting at least an additional 1-2 hr once they got up there because "NO CARS WERE AVAILABLE". Then that guy just went and hid in the back. HOW DO YOU NOT PRE PLAN AND KNOW YOU HEAD COUNT??? I had a special suprise dinner planned and they said they could give me a car if I upgrade $150 a day- at this point I had no choice for her bday. Their response after I took they survey:Thank you for taking the time to tell us about your experience regarding your recent rental with Dollar.We strive to do everything we can to provide speed and quality service to meet your expectations on your rental. We sincerely apologize for the inconvenience you experienced when your vehicle was not ready upon arrival. Sincerely...So amazing right. Save your time and mo way from this horrible corporation .
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September 2023 by my profile
Upon my arrival at the rental location, I was met with a lengthy queue of disgruntled customers, all waiting for their reserved vehicles. Patiently, I waited my turn, thinking this might be a one-time hiccup. Regrettably, I was wrong. As I reached the counter, I was informed that there was an extensive delay in vehicle availability, and I'd be waiting for an estimated three hours before getting my hands on the car.This delay was more than just an inconvenience; it was a disruption to my entire day, causing me significant stress and frustration. What made matters worse was the complete lack of acknowledgment or apology from the staff for the ordeal I endured. Not a single word of explanation, regret, or any form of compensation was offered during my excruciating wait.I urge anyone considering Dollar to think twice. This experience highlights a disregard for customer satisfaction and a failure to promptly address service issues. I still await an apology from the company for the disruption to my plans and a fair compensation for the three hours of my life wasted due to their negligence.In summary, my recent experience with Dollar was nothing short of a nightmare. It serves as a stark reminder of the need for companies to prioritize their customers' satisfaction and promptly resolve service-related problems. My hope is that this review will lead to improvements in their service and prevent other customers from enduring similar frustrations.
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September 2023 by Leah Weile
Worst experience we’ve ever had with a rental car company. We had to wait in line for over an hour without anyone mentioning that they were out of cars and that the wait to get one would be 1.5-2 hours, which we found out once we finally got to the counter. Other groups had been waiting longer to get a car. A complete joke, go with another rental company that would at least be communicative earlier in the process if they had no cars left. We ended up cancelling and won’t be booking through Dollar again.
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September 2023 by Robert S.
After waiting in line for 1 hour and 20 minutes, I went to the front of the line and asked another customer how long they had been in line; "2.5 hours!" There was only 1 agent tending to all these people! I have never experienced this much dysfunction in nearly 30 years of renting cars. Went next door to Alamo, and although double in price, was worth every penny to not waste any more of my vacation waiting for Dollar. I refuse to ever use Dollar again. TERRIBLE
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August 2023 by Jeanne Arienafout
Worst car rental experience EVER! 2h queuing, then the car is not available. Been there for 4h and I still don't know if I will eventually have a car or not. Same for other customers. Refund is not easy if booking was made from a third-party company. Desk employees are doing what they can, but it seems they just don't have the cars. Communication is very poor. An absolute disaster...
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August 2023 by Conor McAuliffe
Easily the worst car rental experience I’ve ever had. We waited in an hour and a half line to get to the counter only to be told that we would have to wait an additional 30-45 minutes to actually pick up our car. When we casually mentioned that this would mean we’d been waiting for over two hours to get a car, the attendant actually said “oh that’s not so bad usually it’s a 3-4 hour wait.” That comment was flabbergasting. But I guess we should be grateful we didn’t come when they were even worse! I will never rent a car from Dollar again.Updated review to mention that we waited a total of 3.5 hours to get our car and the car we received had a passenger window that wouldn’t close the whole way.
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August 2023 by didier pham
You'll wait 2 hours in line and another 2 hours for a car because they "don't have any cars". And my gosh the clerk was pretty rude telling me "you want a refund? Then go deal with your third party booking site"
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July 2023 by Hector C.
Worst Rental car Company I have ever used in San Fransisco International Airport, worst management of a line for customer service, 2 hour wait in a line, when I got to the front of the line they didn't have the car ready and they said it was going to be at least 2 hour wait to have car ready. 7/2/23 2pm-4pm was my reservation if Dollar Rental car cares to review issues. I made my reservation through AAA and will complain to them as well for dealing with such a crap of Rental Company. Sugestión is to have better management in the premises for situations that need management intervention to run things better and efficient. Have your website accesible to fill out information to make things easier when you get to the counter Have someone go through the line to help answer question before you get to the front so everyone has all of their paperwork ready to facilitate process. Companies like this should be penalized for ruining peoples plans with out having to answer to anyone. DO NOT RENT CARS FROM DOLLAR RENTAL CAR, specially if it's at SFO Airport
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July 2023 by Rick Sullivan
We waited 30 minutes in this line and still had 1 or 2 hours wait left.I doubt they actually have cars available for those that prepaid for them, we gave up and booked a Hertz car while in line for cheaper than we had prepaid and walked up and collected with no line.No other brands had any line, but Dollar/Thrifty’s line went across the entire building.
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June 2023 by parul patel
We were here on vacation for 10 days and booked 2 12 seaters. Unfortunately, our cars were robbed in San Francisco, and the windows were broken, with glass everywhere! We were on call with this car company for hours, about what the next steps would be! Customer Service told us that there were cars available, We got here at the location and Marlo (general manager) told us that they would place plastic wrap in the windows, truly undeserving, he was rude. We had 10 kids with us and 12 adults, all stranded in the middle of the car garage, unbelievable! We had paid for the insurance yet we still were met with this situation! We are utterly disappointed and frustrated! We were supposed to be on vacation not in the middle of a car garage waiting!
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June 2023 by Kirsti Ferguson
I nearly allowed the numerous negative reviews of this company and depot to ruin my excitement in the lead up to our holiday, so thought I'd try to write some useful tips to enable others to get the best experience:1. Try to arrive early if you can, ideally around opening time. The queues can get really long if you come at peak times. Be prepared to queue for at least 45 minutes up to 3 hours so bring your patient pants and plan accordingly.2. Be aware of what cover you have purchased before you arrive including your damage waivers, excesses etc. The staff will likely try to upgrade your cover so be confident in what cover you want so you can politely decline if you need to.3. Bring your valid drivers licence and a credit card in the lead drivers name!4. Triple check that you are turning up to the correct collection depot! There is more than one in San Fran.5. Be polite and courteous when you get to the desk and you will likely receive a pleasant experience back :)6. Check your car for damage and take a video of the car before you drive it out of the carpark. If you notice damage then make a team member aware before you leave so you are covered. The exit gates are manned so you can report it as you drive out if you need to.We had a great experience collecting our car. Waited for 45 minutes, got a fab car which was perfect for driving all around the west coast and down to Vegas. Equally very easy to drop off in Vegas. Please go with an open mind to this company as although there are many negative reviews here, hundreds of people collect cars every week and i would imagine the majority have a good experience!
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June 2023 by Angela DiSalvo
I would do zero stars but that's not an option. They over promise and under deliver. Made a reservation for a full size SUV. By the time you waited in line for 2 hours that starts the reservation. They say you then have to wait another 2 hours for the car to turn over, cleaning etc. They don't have the vehicles. I would not recommend this company ever. Especially in a large city, as this was San Francisco Airport.