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November 2023 by Google user
I landed at 5:00 AM at MSP and the pick-up instructions said that the counter was open at 6 AM, by 6:15 AM there was still no attendant at the counter to check in anyone. There was a sign that indicated if you went to level 4 there was 24-hour check-in. I went up there but there about three times and there was no one working that counter either. There were about 8 customers waiting and trying to figure out what was going on. When the attendant showed up 15 minutes after it was supposed to be open he spent another 5 min sanitizing his station before he could help anyone. He was friendly and I was able to get checked in. I went up to the 4th floor got my jeep compass and proceeded to head out. At the check-out booth the attendant could not get the scanner to work on the door and could not enter manually he told me to go through and just grab any other car where I got mine. I went back around and parked the car in the stall I picked it up in. There was a Herts employee right there and I told her he said I could take another car and was confirming that this was what I was supposed to do. He was very rude and told me no I had to go back to the counter. I went back to the counter and the lady was very rude and made it seem like it was my fault that the guy could not scan the car and gave me the wrong information. She told me to pick a car from the GOLD isle. There was only one mid size SUV available and after getting the bags and hockey gear in it I realized it smelt like cigarette so bad there was no way I could drive that around for days smelling that. The two other small compact SUV coud not fit our gear so we ended up having to use a car and have suitecases on the kids laps.
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September 2023 by Robert Nelson
I rented a car from this location about a week and a half ago. I almost didn't because of the reviews left, so I felt it important to leave one myself.First, the positives: Once I found the location, I was in and out within 15 minutes. There are many reviews about insane wait times, which may be true during peak travel times, but this was not my experience. The transaction was quick and easy. This was around 4:30 p.m. on a Tuesday.The negatives: So, technically, I could have rated lower; however, after spending half a day traveling by plane, my main concern is getting the vehicle and getting on my way. With that said, there are some things to be aware of. First, Dollar/Thrifty/Hertz are under the same umbrella at this location, but they are not located at the rental counter with the other companies. My biggest complaint was that it was hard to find in unfamiliar territory. There are signs at the counter saying where to go, but if you don't know the layout of the parking garages, it's not easy to find. We had to ask for directions.The person running the counter wasn't rude, but wasn't pleasant either.Like I said, my biggest issue was trying to find the place, but I can't fault this company since the airport is probably partially responsible. My rating is based on my experience once I walked through the door. Not-so-pleasant attendant, but quickly processed the transaction and got on my way. That's what matters the most for me personally.
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September 2023 by Deb Beaulieu
I had a reservation and had to wait over an hour to get a car. I guess it is who you are as others for their car before mine. I would recommend no one use this place!!I would give no stars if possible as they keep taking people and no cars.
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August 2023 by sarah birky
Should've trusted previous reviews. Check in wasn't terrible and the desk attendant was polite but currently having to wait "hopefully just an hour" for a vehicle. He did offer to upsell me to a 2 door mustang instead for an additional fee of course. He says it's standard for dollar, thrifty, and hertz at msp so beware.
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August 2023 by Karl Hepokoski
It's been an hour wait so far for the car we reserved. Let's see how much longer it takes..... already went through the queue and was told to edit fir my car to be ready.
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July 2023 by Andrew Evans
This was the worst rental experience I ever had. We came in to terminal two. There was no one there so we had to wait 30 minutes for a shuttle to get to terminal one. We got to terminal one and there was a line of about 30 people. We heard from people in line that people were waiting for over two hours for a car once they got served. We got online and found a car at Alamo for the same price.
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June 2023 by GD
Check-in was terrible. Waited nearly 2 hours for our car to be ready- Many other angry customers who waited over 2 hours for their car. A lot of them simply gave up- canceled their reservation and walked to a different rental car counter and got a car immediately. Staff gave no apology for our wasted time. When we returned our car we saw the same thing- a crowd of angry customers who were waiting hours for their cars to be ready. Apparently this is normal for them!
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June 2023 by Josh T. Feng
Plain Horrible. Don't rent from this place. Do yourself a favor1) 45 min wait to get served, not nearly enough people serving customers2) once we got to the front of the line, they said it was a two hour wait (so likely 3 or more) because they were low on inventory... even though we had a reservation. Many (like 20) angry customers in same boat. We put our name down, but decided to browse a different company because we didn't want to wait that long3) I ended up going to a different company because we could not wait. I told the clerk at the counter, she said my rental (which she charged) would be voided and I'd get an email confirmation saying so. Neither happened. So basically I was down ~$400 for a car I didn't even rent, because I didn't want to wait 3 hours. Now I have to call customer service and who knows how long I'll have to take just to get some cash back . Yikes.What's perhaps the worst part about this all, is that apparently they've been boning over customers like this for SEVERAL WEEKS. It's one thing if it's a day, or weekend, or even a week of piss poor service. But SEVERAL WEEKS???? With no memo or anything to even pretend like you care about the issue? That's just a clear lack of care at all to the customer.They know whose dollar it is -- theirs! Don't waste your time and effort here, what an embarrassment.
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June 2023 by S K
Check-in was terrible. Waited nearly 2 hours for our car to be ready- Many other angry customers who waited over 2 hours for their car. A lot of them simply gave up- canceled their reservation and walked to a different rental car counter and got a car immediately. Staff gave no apology for our wasted time. When we returned our car we saw the same thing- a crowd of angry customers who were waiting hours for their cars to be ready. Apparently this is normal for them!
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June 2023 by Barbara Carroll
What is the point of a reservation if you have to wait two hours for the car...after a one hour wait in line. Please tell me where in your policies is it stated the reservations only guarantee a car, not time time. Why ask for a time to pick up your rental when it's not going to be honored? I will NEVER rent from this company again. This is not only poor customer service, but a poor business strategy.
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June 2023 by Joe Poblocki
We got in very late at night and were initially told that we would need to walk to the other side of the airport, which was confusing and frustrating. However, we were then connected with Nadyah, who was able to help us out and get us quickly on our way to our vehicle. After a long flight and a stressful experience at checkout, we were so relieved. Thank you, Nadyah!
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June 2023 by Caleb Kirkeide
Do not rent from Hertz, Dollar or Thrifty. They will accept vastly more reservations than they have cars. Rather than be honest about their lack of cars than will waste your time at the terminal before they eventually tell you that a car may show up in 3-4 hours.
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June 2023 by Tim Weimer
Luckily we didn't have to wait in line too long to be disappointed. We had a reservation through AAA and had a good discount on the rental. However we were not able to wait the 3 hours on a car to show for us. They claimed they didn't know there was a big event in town. I guess their reservation system doesn't reflect how many people will want cars on any given day. I think they would rather have you rent from Hertz like a bait and switch. Oh well. We'll take our chances with public transport because I'm not waiting in the hour long line that formed to see if they might have a car now.
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June 2023 by Chavi Mo
Horrific location. Be prepared to spend the line for more than 2 hours to just get rental car. I will never ever reserve with Dollar or thrift. They have wasted more than 2 hours of my time?Yet, after you get your contract rental, you will have to wait another hour. This is total of 3 hours, be prepared. This is a joke not even a proper business. I will make sure to go on all social media to highlight this.
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May 2023 by Caleb Kamrath
What's the point of reserving ahead of time if they never have any vehicles available? We paid ahead of time and they tried to make us pay the whole reservation again - once we finally got them to accept we had already paid, they still said we'd have to wait for a car - even though they have SUVs available, and the reservation was supplier's choice. They would rather you be miserable and wait over an hour for a car than lose profit on an SUV. Horrible customer service.