Absolutely awful experience! I booked my car via Priceline but with Dollar as my car rental place… I arrived at the rental facility with my very tired and hungry 6 and 10 year old. Dollar counter was closed and we were redirected to Thrifty. The line was insane, we waited for over two hours to get our car. If you are going to allow reservations under your dollar rental car name then you need to have people working at your stand!!!!!! Didn’t get the car until 10:30pm and still had to drive an hour to my destination. Unbelievable! I will never rent with Dollar or Thrifty.

People are waiting in line for hours to get to the booth only to realize that there are no cars available even for the reserved ones. It seems like this is typical. They shouldn’t be in business! Wish i had read these reciew comments before reserving online. If you haven’t make a reservation, strongly suggest that you choose other places unless you don’t mind the hours long wait time.

Same as all other reviews. How can any company operate in this manner? There are at least 300 people in line! Must be the most unethical car rental company on the planet.We rented from Dollar, not one single employee, looks closed.Everyone is being like cattle to Thrifty. Three employees at Thrifty!Thats 300 people x approximately 3 hours, thats 900 hours you steal from your customers lives each 3 hours. This does not include their significant others, children and babies.Disgraceful !!!

I prepaid for my rental car and was advised of the approximate tax. Showed up to pick up the car was directed to thrifty because dollar was closed. I signed the contract and was presented with receipt jacket with receipts inside. 2 weeks after the trip I notice I was charged twice and way more than what was expected. I noticed for loss damage and premium road service that I did not authorize. I called the 866 number and was told I will not get a refund because I authorized the charges by signing. The call center told me their expectation was for the customer to sign the contract and then review charges and ask to remove charges they did not accept. This is a pretty terrible business practice and should not be happening. The call center literally said sometime the agents at the desk are very busy and they are trying to get to the next customer so they expect the customer to review the charges for them. I will never do business with Hertz, Dollar or Thrifty again. I didnt go on vacation from my job so I can do someone elses. Hire more honest people dollar!

The worst experience ever. I can concur with the other reviews: zero stars is appropriate. Avoid dollar car rental at Sky Habor. Save your time and energy, spend a little more, and use Alamo, Hertz, national. Just dont choose dollar/thrifty if flying to Phoenix.

I rented from Dollar at the Phoenix Sky Harbor Airport twice in the past year while visiting family in Arizona. Both times I had a positive experience. My most recent car rental from Dollar was about 2 weeks ago. There was no wait to talk to a customer service representative. He was courteous and the time at the desk only took a few minutes. When I walked into the rental car parking garage, I was met by an employee who directed me to the Dollar rental cars and told me I could choose from four or five different vehicles which I thought was nice. I chose a Buick Encore. It was clean and performed well driving through the White Mountains to Show Low and back to Phoenix. When I arrived back at the airport, the two employees I interacted with in the parking garage were both friendly. I would rent from this location again.

What a mess. I placed my rental car prepaid order through a third party service with reduced rates through my employer. When we arrived in Phoenix, Arizona to pick up our car, they claimed to have no record of our prepayment and repeatedly mentioned they would have to see what was available. What is the point of reserving anything if youre required to go through a lengthy in person process at the kiosk to redo everything you booked online?The associate at the counter insisted on both my husband and I providing all of our information even though only one of us would be driving, and requested we sign a form for a $200 refundable deposit despite the fact that we prepaid. We found out later he had us sign additional driver forms, and we were charged $121 after we returned the car despite there only being one driver and us never being told or provided a copy of what we actually signed.Every couple I saw approach the counter was sent to another associate for additional assistance. This is absurd, and obviously symptomatic of a larger issue. Watch out - theyll definitely charge you plenty for additional add-ons that werent needed or requested and wont provide any documentation of what you are actually signing. I tried to contact their customer service to no avail. We wont be using Dollar again.

We rent a car and we had to change it because of oil problem. But when we arrive at the company they wanted that we take an other type of car like a lot smaller. But we can’t because of the length of me and my 2 mate and all our baggages.

Waited 2 hours to pick up a pre-paid reservation at the Rental Car Center, which was a 12-15 minute shuttle ride from the terminal. Only 2 agents were working front desk during my 2-hour wait. Agent interaction once reaching desk was 5-10 minutes, max -- remainder of the rental experience was positive with no delays on return. If you are on a time sensitive schedule, would not recommend Dollar as an option.

Signs redirected me to thrifty. Lady at the counter was nice to us. Waited about 20 min with a long line. So I would say it was it was decent experience. Saw some college girls threw some meltdowns because they didnt get their way and they had unrealistic expectations. There is a bunch entitled brats in the AZ area.

The line was literally out the building. We had to wait hours before we received any service. It was impossible to reach anyone at customer support.I asked around at other car rentals and they said this was the standard situation for Budget.I will NEVER use dollar again. This is completely unacceptable.

This review is NOT about long lines or the prices. Its worse. What happened to me as a Dollar Express member is inexcusable and anyone who rents from Dollar/Hertz/Thrifty should really be aware of the policy that led to this review.So, I picked up my Dollar rental car at the Sky Harbor Hertz counter (by the way Hertz owns Dollar so this whole review really applies to Hertz as well as Dollar) for a 2.5 day rental in Phoenix. Ive done the same thing at Sky Harbor every two weeks for almost 4 years.24 hours later the car broke down and would not start. Not a big deal. When you rent cars as much as I do it will happen. Called Dollar and they arranged for a tow truck to pick it up. Perfect. I decided to Uber/Lyft for the rest of my business trip. No problem.However, when I got the statement of charges via email I noticed they had billed me for the full 2.5 days. OK, they must have made a mistake.I called the Dollar support line and was told the statement was correct. Why, I asked. The representative told me the tow truck had not returned the car until the next day. I may have mentioned this was not really my responsibility.The agent then said this is Hertz policy. At this point I started laughing because of the absurdity of the situation. The representative started laughing as well because even he couldnt believe he had to tell me this.Long lines, expensive cars and slower than normal service will go away eventually as the market returns to normal. However this type of decision making by Hertz likely will remain as they rebuild after bankruptcy protection and subsequent sale of the company.So, for this reason I will move my business elsewhere and wish the people at SKY Harbor Dollar well but not for upper management at Hertz or the investment group that had to dump $5B in capital to save them. Apparently this new policy is but a small window into how the business will be managed going forward.Finally, everyone should be aware that things must have been bad at Hertz anyway as bankruptcy doesnt just happen to financially responsible and well run companies... even in the middle of a crisis.

Dollar has horrible service, oops I mean no service. Please see pictures.After a long flight, we arrive to the rental center to find that the counter has been closed and a sign asking Dollar customers to head to Thrifty next door. The line of people waiting is never ending. It’s late in the evening, the line of people to get a car is very long. Everybody is mad, they have to wait so long. Babies are crying, children are impatiently waiting. Waiting for 2 hours is extremely long time.Dollar you lost my business FOREVER….

Can I give 0 Stars? Everything about my rental was unpleasant to say the least. After telling the representative I did not want coverage or anything like that, I was told to sign the small digital screen. I did so, got my car and left. Only to later find out that I was charged several hundred dollars for coverage and roadside assistance - that I told her I did not want.The car that was available did not look as though it had been cleaned, and looked as though there was a missing piece of the bumper.Upon questioning the improper charges, I was told that I read and signed a contract and that I had to pay for all the fees. After admitting that I would not have been given a contract prior to signing that little box, the Dollar supervisor told me that the contract was still binding. Telling me that something I was given after signing was the legal document, but that my signature is what made it all enforceable -- even though I was not shown any part of what I was signing.To sum it up, Dollar will hide their fees and charge you even if you tell them you dont want add ons. It doesnt matter what the representative tells you or what you tell them, they will charge you for everything that they can and will not make things right afterwards. These Fees totaled more than the entire rental was supposed to be (FYI).

We picked up a vehicle at LAX, only to have the oil service light come on the first day. The wait at LAX was like 2 hours and I was expecting the same here. Not the case! Got in and had amazing service in switching out the vehicle. Back on our road trip within 15 minutes!

Would give a zero rating if I could. Waited 3 hours to get to the counter and then had to wait again for my car to actually be ready.I booked the car on Priceline, paid $176 upon booking and was told I’d owe $68 at the counter. Once I checked in I was asked for a credit card to put on file for a hold. Once I returned to the counter when my car was ready I was handed a pamphlet and told to go downstairs to my car. I was charged $268 for insurance and AAA that I didn’t agree to! No one explained any charges to me and I just called customer service and they said sorry you agreed to these and they’re non refundable! I asked to speak with a manager and was told no one was available. Absolute worst customer service I’ve ever received from a company. Will never do business with hertz, dollar or thrifty again.

The Dollar counter wasnt even open when we showed up to get the car. We had to wait at Thrifty, which took forever to finally reach the counter.I originally booked the car for 3 days, I returned it a day early and was still charged the full insurance price along with the full 3 day rental price.The price quoted to me through Hotwire was not accurate. The taxes and fees added on at the counter are outrageous! It increased the rental cost immensely.I called customer service and it took 1hr and 30 min to reach a customer service rep. 1hr and 30 min! Thats insane.I will not book through Dollar rental car again. It completely wasnt worth it.

Terrible car rental service. Will absolutely never use them again. Waited over a hour and a half in line just to get the car. Then was charged an extra $83 a day for insurance I didn’t ask for. When I requested a refund they said they couldn’t because the contract was closed. So we paid close to $900 for a standard economy car for 5 days. Absolutely absurd and disrespectful customer service. Never rent a car from them

We waited close to three hours for our car. The line was very long, but it moved fast enough, so we stayed. Little did we know, we’d have to wait another hour and a half for us to get our car once we actually reached the front of the line. There were so many angry people. Looks like this has been going on a long time. Don’t understand why this hasn’t been fixed. Don’t they realize people are missing out on their first day of vacation? Some people actually have t drive far after their flights. So ridiculous.

Unfortunately, very dissatisfied with my car rental from Dollar Car Rental. I planned a trip to Phoenix, Arizona and upon my arrival took a shuttle from the airport to the rental car center. When I got there, Dollar Car Rental’s desk was completely closed with a sign asking me to go to the Thrifty desk. There were approximately 10 groups of people in front of me with upwards of 5 groups waiting on the side. After waiting approximately 30 minutes, another person in line, upon becoming completely frustrated, asked the people at the desk how long the whole process would take before we would be driving away in our car. Only then, their response was 2-3 hours or more. Everyone was noticeably frustrated about the lack of communication especially because most people in line had reserved their cars online and received emails confirming their car was ready. I ended up going to Budget and although I paid a bit more money, I was driving away in my rental car within 10 minutes. Just a friendly heads up for anyone renting with Dollar Car Rental, all you see on the internet may not be what it seems.

About $1,000 for 1 car 3 days. 90 minute wait and still no car. They just pulled 10-15 people over to Thrifty. I suspect they dont actually have cars and already took my money.Update: they dont have my car. They are waiting for someone to bring one back.

I cant argue with the price of the rentals. Theyre way better price-wise than the other rental companies.I also had no issue with the truck I rented. It was clean and the representatives did answer all my questions.The biggest issue is the wait time. You definetely need to build in 1-2 hours of time to wait in line and then wait further for your car. Your car likely will not be ready upon your scheduled pick up time which can be a major issue if you arent aware ahead of time.

Read the reviews and trust the rating. Cheap for a reason. Their billing is not accurate. Calling customer service will place you on hold for an hour. I can keep going on and on. Pay extra and get peace of mind.

If you are reading this, please do not rent a car from here. I really hope I can save people a lot of time, money and frustration. This place is a really bad company. Nobody wants to get off of a flight and have a 2-3 hour line in front of them to get a car. I am so disappointed with this completely unethical company.

What a bunch of swindlers at this location! We had reserved and paid for a rental with extra insurance back in June through priceline. We get to Phoenix and head to the dollar rental to pick up the (paid for) car. My husband gives a lady at the desk our credit card for the deposit. We we were charged for a whole nother rental, an upgrade, and more insurance. Almost $1000 more on top of the $800 we already paid in full. So we wait in line for another hour to get this issue resolved, to be told dont worry, its just a deposit. Nope, we called our credit card company and sure enough- its not just a deposit of $200 being held.....its Almost another $1000. Long story short, we spent an additional 4 hours at the airport with 3 screaming kids and wasted a day of our vacation because Rahu behind the counter is trying to scam everybody. I watched 3 other customers that were in line behind me, coming back and demanding a refund from this lady because they caught on to her games and were fed up. I am handicapped and she ended up sending me across the airport 4 times which is close to 1/4 mile walk each way. This was THE WORST EXPERIENCE WITH ANY CAR RENTAL COMPANY!!! Their supervisor is a scam artist. STAY FAR AWAY FROM THIS PLACE!! Dont bother asking for a manager because shes childish and instead of addressing your issue in a quiet manor, she shouts across the establishment making a scene.

Wish I could do 0 stars. So regret not checking reviews first. Unreal waste of time standing in line at Thrifty, as mentioned in other reviews. Hidden fees were OUTRAGEOUS. Rent from a trusted, well known company. You think you’re saving a little bit of money at first, but in the end you pay more and lose so much time. Such a miserable experience.

Preordered our vehicles a month and 6 days ago. Now have sat here for 3 hours waiting for our vehicles in which should have been ready 1/2 hour before we got here. Absolute worst service and no care of how much time this company wastes of your vacation. Would absolutely not ever recommend this to anyone.

I spent the entire first day of my vacation yesterday dealing with this same issue as everyone else. I am appalled that there is no local media attention to this problem. Its not a one day problem it appears that it has been ongoing for months. And they CANNOT blame covid. They had enough people to process the customers but they are simply making entirely too many reservations for people and apparently almost exclusively through third parties so the excuse goes like this if you were renting directly from Dollar I could give you all of your money back right now but youre dealing with someone else .If this somehow happened one day it is an understandable horrible experience, but day in and out for months?? Unforgivable.They do NOT have the cars to fulfill their commitments.There are between 150 and 300 people waiting.We had a reservation for a car at noon and drove away with a car at 7:45 pm. And when its finally your turn you are bartering over what you are willing to take.And customer retention? There will be none of that. For Dollar OR Thrifty. And that was another travesty, Thrifty people are waiting on line with all the Dollar people in line with them.Fix this SOMEBODY.

I have to wait hours on the line as other said and also I get charge 75$ that I supposed to. just to reserve the car they charge me 75$. when I show up at they just said my total it would be 144$ and 200$ for deposit. I so I was thinking the first 75$ has to be reinvested but when my bill show up, I noticed they charge me 75$ of full coverage insurance what I mentined I did not wanted. Also they were charging me another 69$ of toll use wich they were able to take away. So at the end it would be cheaper use other rental instead this folks.

Was told there was going to be a 2-3 hour wait for a car even though I prepaid already. Plus they told me I couldnt get a refund there. Went down to the Avis booth and was able to rent a car in minutes. I will stay away from Dollar/Thrifty!

Similar experience. About 200 people in line. No space. No social distancing. High risk for Covid spread. Tried to log in and request cancellation and refund but website did not allow. No one stepped out from behind the counters to offer refund if one could not stand in line for 3 hours. Ruined my entire trip.

This company should not be allowed to even have a website claiming to be in business, when in fact - they arent even open. They have been closed for months. We booked our car rental through our travel agent, and I had no idea that the Dollar booth was closed until we got to Phoenix. We got there around 11:30 and we were stunned by the length of the line to get to the customer service clerks that actually was a Thrifty booth, who would check us in. There were TWO people working the booth. TWO!!!!! We stood in line for over 3 1/2 to get our car. Totally unacceptable!!!! Word to the wise, check all feedback from customers ratings. There is a reason for it, and in the case it is all true!

DO NOT RENT FROM THEM!! If I could give 0 Stars I would. We waited for 2 hours in a HUGE line to pick up our rental that we paid for in advance.(If you pay in advance you cant cancel your reservation and get your money back, so you are stuck!) When it was our turn at the counter they didnt even have our Jeep we reserved and they made us wait even longer to figure out what vehicle they could give us. Terrible experience, and we will NEVER give our business to Dollar again!

Dollar closed their ticket booth to be serviced at Thrifty. Line is wrapped around into the middle of the buulding with only three workers for both rental companies. Meanwhile, Alamo, Budget, etc are flying through their customers.Even if you pay extra dollars elsewhere, value your time enough to not waste it on Dollar.

If I could leave less then 1 star I would.Pay the extra for Alamo or National or even Fox.Fox had a line too but not as bad as dollar.This almost ruined my trip but lucky enough I saw the reviews earlier on and made another booking with different company in this rental car center. The wait was 6 hours + and not worth it at all. I paid a $170 up front for a deposit and god knows who I would have to argue with in order to get that back. If you have all the time in the world then go ahead and waste half your day to get a car through them to realistically save $25-40 which in my opinion is not worth it at all.AVOID AVOID AVOID

My experience this week was way smoother. Got my (reserved car) in about ten minutes, dropoff was super easy and smooth as well.Only thing I would say is: don’t pay for the fuel ahead of time. You buy a “full” tank (so you don’t have to fill up before you return it) and the price per gallon is competitive, but as soon as you start driving the dial goes down quickly, I doubt it was actually full. Also, this is probably true for all rental companies at phx, I was shocked how much taxes was added onto the rental price.

WARNING!!! Don’t Ruin Your Trip. I am currently in the line with 200 other people. ALL the other reviews of correct! You will not get lucky and beat this line. There only are two attendants.This is wrong and completely unethical.

Just the same as everyone else. Had to spend my whole first day of vacation waiting in line for a car rental... Pretty sad. We decided to eventually just book with Alamo who had a 5 minute line and great service. I think it is really sad that a company can continuously do this to people. As a few others have said, I really am surprised there is no local media talking about this and that it has not been stopped yet. To everyone else reading this stuck in line I am truly sorry!

Terrible experience. I was there on a random Thursday night and had to wait for over 2 hours to get our car. All the other car rentals seemed to be so much more efficient. No one has to wait for more than 10 minutes. Id recommend avoiding Dollar or Thrifty

Still waiting in a line of 138 people for dollar rent a car at Phoenix airport. Were 1.5 hours in, with predicted wait times of 4 hours. Dollar rent a car counter has been shut down and thrifty rental is handling reservations for both companies, albeit inefficiently. We have been told by customer service that management has been notified, yet we have not been addressed by management or given any updates. The guy behind the counter says hes not sure if there will be enough cars to fill the reservations (youll have to ask the manager). Customers now are being told we have to wait for someone to drop off a car before the next person can rent it. We literally flew here in less time than it takes to get a car here... If we even get one.Spend a little more, and go elsewhere. Literally anywhere else.

Horrible..... just horrible i thought this was a one time thing but after reading and seeing these reviews it seems like this is the norm. me and my wife spent the first day of our vacation standing in this very same line dollar closed and thrifty line had over 200 people in it.

Warning! Waited in line three hours for my car. It was pre-paid through Priceline which I told the sales agent. I only added the gas option for $49 at the counter. They then billed my card $450 on top of the $407 I pre paid with Priceline. I assumed the $450 was the total charge with the gas option. They also charged me for “loss waiver” and “road service” which I NEVER was asked about or agreed to. So I was charged $957 for one week. Outrageous! They are criminals. I called Dollar and they refused to refund me so I am disputing it with my credit card company and BBB. This is a criminal operation that needs to be shut down immediately! If I don’t get this resolved I’ll file a complaint with the AZ attorney general as well because this is outright theft and there are literally thousands of victims out there.

Prepaid our car through a third party vendor-Tickets at work-selected DECLINE additional insurance...waited 3 hours in line for car..told the agent I already chose decline insurance when I prepaid car online, but they added it anyway...I initialed and signed the paperwork, agent had added the insurance I already declined...so I had an additional 110.00 added to my bill.I will never rent from dollar again..this is UNETHICAL

Repeat of other reviews...below 0 if it were possible!Booked directly with Dollar.Waited in line 4 hours at Phoenix Sky Harbor on May 14, 21.Rough if you have back issues.Called customer service 3 times and asked 3 questions while waiting in line. 1) Can we cancel because of the long wait...NO! 2) Can we come back early the next morning because of the long wait...NO! 3) Can we pick up at another location...NO, there are no other locations in Phoenix.We will never use Dollar, Enterprise, or Hertz again, neither will our families.I plan on telling Dave Ramsey not to refer or recommend them either.

Made reservation.too my debit card it was ok.got to the counter no credit card no car.and they change a medium that i reserved for compact really small car.

DO NOT RENT FROM HERE! (Dollar/Thrifty) Not only did we have to wait 3 hours for our prepaid reservation but we are also currently being charged an extra $422 for an upgrade that we were not notified of initially and did not want. Scam artists. DO NOT RENT FROM DOLLAR/THRIFTY BEWARE!Edit: After being turned down twice from customer service we fixed the extra charge issue with a complaint through the BBB. We are satisfied but still would not recommend using this location.

I explicitly asked if I would be charged for an additional day before picking up my rental car two hours early. They said no, but as soon as I turned in the car I was automatically charged $90 for an additional day for picking up early.

This is just insanity. How can you regularly expect people to wait three hours in line while only having 1 person manning the desk? Apparently I am not the only one who says this. Read the other reviews. Spend an extra few dollars and go elsewhere.

We booked a car in advance with Dollar and listed that our flight was to arrive near 11pm. It allowed us to book and pay. When we arrived to the rental building Dollar was closed with no kind of notice or directing us with going to a different counter. We had to walk around to every rental company trying to find a rental... crazy that Dollar will allow you to book a car and then not even be open and especially leaving customers potentially stranded! Luckily Avis had a car available. No others had cars available. Quite frightening at midnight after a long day of traveling.150% DO NOT RECOMMEND

At Phoenix airport waiting in line 30 minutes on a Friday morning. Sixty people still ahead. Budget has no line but wants $900 for 4 days. 800 number hung up 3 times. Line not moving yet 5 at the counter. Never booking here again.

I don’t typically write reviews but I was appalled at how many awful reviews this place had and how accurate they were. Everything people are saying is completely true. The line is very long and we ended up waiting a solid hour. The dollar car rental place was closed and a sign said to go to the thrifty desk next door, so the line ended up being very long. I’m curious as to why the company hasn’t done anything about this. Very bad management and business plan here. During the rush of people coming in to get rental cars they only have 2 people working the desk and their service is extremely slow. There has to be a better way. Very disappointed.

Disaster as others have said. Spend a few dollars more and go elsewhere. We waited for a long time, in the end went walked up to a different counter to get a car. Of course there is no recourse or compensation. Like in seinfeld...they are great at making the reservation....not so much for the rest of the process. Great way to start a family vacation after being locked down for over a year.

Well... if I could give zero stars I would. We arrived on time with our flight, and got in line for a shuttle. The shuttle line took well over 30 minutes and we ended up arriving a little bit late to the rental building only to find a line with 80+ people in it. After waiting, we were told our rental had been canceled and we are now without a car. It is Spring Break so nowhere has cars available. We are stranded. And all because their line was long. They don’t care. What a bunch of bologna! Will NEVER use Dollar again.

(-0 STAR)Worst car rental service Ive ever experienced I was in Phoenix. Had to go to the counter 3 times because the car wasnt in the parking spot they said. I paid for a 7 passenger suv and they gave me a ford edge which is a small 5 passenger suv. Their cars were very dirty looked as if they didnt even try to clean it once the last customer returned it. Lesson learnt pay a little more to go with a better company STAY FAR AWAY FROM DOLLAR!!

Normally I ignore reviews for places like this thinking “Oh, people are just grumpy when they travel.” Big mistake. We waited over 3 hours for our rental car. And this wasn’t an outlier. A lady who works in the rental car center told us this is an everyday issue. This reflects incredibly poorly on the Phoenix airport system. Bottom line, like others have said, pay the extra money for Alamo or budget or anyone but Thrifty/Hertz/Dollar

I would give them zero stars if I could, even negative stars! We waited in line at the Phoenix airport for almost 3 hours to get our car. I’m sorry what? No. Unacceptable. The poor staff had no control over the situation. This business should be shut down. Oh and one morning our jeep wouldn’t start. So we called and the lady sounded annoyed, she told us some generic things to try, and once it started we asked what to do if it doesn’t work again. She said and I quote, “it will.” By the way we fixed it by watching a YouTube video not from her help. Yikes this place is terrible!

Absolutely do not rent with this company. If I could give zero stars I would. Money and time con of a company. Not worth the lower price to be charged $1,000 afterward anyway.

The reviews on here are accurate. Ive been standing in line for 1 hour and probably still have 2 more togo. AVOID!

DONT DO IT!!!!! So apparently Dollar and Thrifty are the same company. Lines at least an hr wait just to get to the desk. Unless you have plenty of time to hang out in the airport after arrival, the $30 of savings is not worth it. 😡

Worst experience I’ve ever had to deal with. Not enough people to clean the cars, so we’ve had to wait over 4 hours to pick up our rental car. Without any explanation from the company. We made the reservation a month ago and prepaid for it, but none of it matters. If the company can’t fulfill the reservation then they should have let people know before hand. It’s not the workers fault, but they are forced to take the brunt of everyone’s anger. The company itself needs to do something to compensate everyone.

Waiting in line for 30 minutes so far with about 20 customers in front of me. Only 2 guys working the counter, and my son has a college workout in 2 hours. Unbelievable. Do not use this company

If you like standing in line at thrifty rental as dollar right next to it is closed. 2 hours waiting in line. This is the biggest joke I have ever seen!The owners should be ashamed. The City of Phoenix AZ needs to hold these rental companies to higher standards. And charge them for poor service. Reflects bad on the city

I booked a car a week ahead of time. When I got there they said I had to wait 1 1/2 to get my car. And no I wasnt early

Dollar counter closed and directs you to Thrifty which has another sign directing you to Hertz which has another sign directing Blue Chip members down to the Lot. The Hertz Lot counter employee wasnt able to process the rental because there was a problem with the Blue Chip rewards not being connected to the reservation. I was redirected back to wait in line at the Hertz counter which proceeded to tell me I needed to go back to Thrifty for a reservation made with Dollar. Complete runaround cluster f##k. Will never make a reservation with any of the above companies.

Worst experience I have ever had for customer service or even caring.I wish I could leave a negative star rating....Sunday March 28th, 2021. The line was out the door of the rental car station, with over 80 people in line and as it turns out a 2 hour wait in line. (Longer than the flight from Denver to Phoenix) I had a prior reservation with Dollar Rental which there was a sign to use the Thrifty Rental counter with 3 agents servicing people for Dollar and Thrifty renters, No communication or any effort to expedite those in line with reservations opposed to walk up rentals. During this 2 hour wait I had plenty of time (as well as others) to research reviews, this has been an on going issue for Months at the Sky Harbor rental terminal. So one would think any responsible management would have ample time to staff the rental counter properly. Heavy travel to Phoenix in the spring is nothing new, NO EXCUSES.Dollar, Thrifty and Hertz are owned by Hertz Corporation. I WILL NEVER RENT FROM ANY OF THEM AGAIN, If they stay in business.

BEWARE!!!! Never rent from Dollar or thrifty at Sky Harbor. They are understaffed and usually are. We stood in line for 3 hours to get our car. other rental company customers came and went while we stood in line for 3 hours. This is common as we found out with Dollar and Thrifty. A few more dollars elsewhere will save you a nightmare getting your car.

I have rented cars at several different airports with several different companies. This is by far the worst experience I have had. Standing in line to pick up my car that was prepaid for and they closed. Told all of us to come back when they open at 7 am. I went to Avis where they were super helpful and took care of me. Maybe Dollar needs to go and observe what customer service is all about. I will never book with Dollar/Hertz again!

This company is a complete mess. Signed up through Priceline, paid in advance and declined all additional fees. Get to the airport, line is out the door and only one person working. Was not given any information regarding the rental, upon return get a bill for $533 additional charges for damage waivers and Prem road services that I had initially declined through Priceline . When I called customer service, was not wiling to do ANYTHING about the charges. Will never use again and will be letting everyone I know to do the same.

Horrible. Don’t waste your money!!! I was promised a full-size and pre-paid for it. However, I was told they didn’t have any available and was given a small car. If a reservation is made or paid for, they should have the responsibility to follow through with that. Plus, they would not give me a refund for what I paid for. Absolutely horrible business practices!!!

Id give zero stars if I could. Upon arriving, there was an extremely long line, and Thrifty and Dollar rentals were all routed to the same service desk. I had zero interest in waiting in line for hours, so I called their help line to cancel my reservation. To my dismay, no one answered and a recording advised me to manage my booking online. I tried to cancel online, but the website wouldnt even work.So now Ive called the Customer Service line, and it is outside their business hours (at 1:00 PM CST). I cant even get ahold of anyone to get a refund. The business being run at the Phoenix Airport should be shut down immediately.I want my money back!

Here with pre paid rental. At least 100 people in line. Learned a lesson. Check reviews. And Dollar doesnt even have people working. Have to go through Thrifty.

This place is a joke. Over a 2 hour wait at the THRIFTY counter because there’s no one at dollar and then the car isn’t ready. Call the 800 # and it’s the same service.

Wish I could give a negative 10. Wait in line for 3 hours just to be told that we cannot get a car(after reserving and paying in full) because my credit was to low and only had debit cards. When i reserved in march i was assured that credit checks were waived and would have no problems getting a car with ID and 2 cards in my name. Apparently they changed their policy april 3rd with out informing anyone with prior reservations and was stranded in Phx after flying across the United states. Absolutely terrible customer service.

My darling parents came all the way from Missouri to AZ. After a long plane ride they were not expecting such a horrific display of business. They had only 2 people serving over 200 customers, which lead to a 3 hour wait in line. An awful experience, do not recommend.

Landed at Sky Harbor. Dollar counter is closed, sign says go to Thrifty counter. 4 people working. Been in line for TWO HOURS to get our car. Spring break weekend, you’d think they’d be prepared. No customer service, horrible experience. Do NOT rent from Dollar.

When I arrived there was a sign posted directing me to use Thrifty to pick up my car. The line for Thrifty was extremely long, and the wait was 40 minutes. As I was waiting, the line nearly tripled. The person helping me was as calm as could be, and said that she wasnt stressed with such a long line as this is typical. ???? Wow! Uber, Lyft and Waymo comes to mind for next time. The transaction was very quick, no hassle getting the key and the car was ready to go.

The check-in counters for Dollar and Thrifty were combined at the PHX rental car facility. The line was at least ten times longer than any other rental company there. We waited at least 45 minutes to check in. I had a $40 voucher from the Dollar company at the CLT airport, for a bad experience I had there that I tried to use. I was told I could not use it since I prepaid for my car and could not use it on the outstanding $70 of taxes and fees. There is no option to apply a voucher when making a reservation online. I was willing to give Dollar a second chance, and using the voucher was the primary reason for me renting from Dollar. After that whole ordeal, they sent us to the garage and told us to go to the Hertz level. On our rental agreement, there was only written a stall number which did not exist, and I had to stand in line again at the Hertz Gold counter to find out where the car was. I have rented from every type of cut rate rental agency across the US, and this was the worst experience I have had.The person at the check in counter was not rude, he just made no effort to apply my voucher or ask another employee for help. But I cant blame him, he had just dealt with another customer before him that was literally yelling at him for Dollar screwing up their reservation too. It appears the company does not at all value their employees, so it is no surprise to me that they in turn do not value customers.

We would be giving a ZERO as well if possible on this Dollar rental review. My wife rented from Dollar car rental in Phoenix AZ. We paid $331 through Expedia on 3/1 and then we got a bill from Dollar for another $428 (extra high taxes, customer facility charges that were not actually accepted etc.) I figured we would get the difference between the two refunded (about $96). NO, both charges hit and for a 6 day rental of a small vehicle we have paid $755! My wife told the sales rep in Phoenix we do not need any insurance due to our own personal insurance liability coverage. She signed their blank screen (which is supposed to be the contract) and the worker put damage waiver insurance on the contract anyways at $33.99 per day! After catching their mistake the day we returned the vehicle we have been told by 5 sales associates and a supervisor that since she Agreed to this added service and signed their blank screen that there is nothing they can do. After finding their mistake and specifically telling them the situation they have done nothing but insinuate that we are lying or stupid. $204 for insurance we did not need or want and specifically ASKED to not have on the contract. Unethical and dirty business practices. Please be aware and triple check any contract you do with this company before signing any blank screens or just dont do business with them in general!

When you arrive at the rental car complex you see a big red Dollar rental area, but there’s a sign that says use Thrifty right next door and there’s one man working for Dollar rental cars with a line out the door for Thrifty and the one Dollar rental counter. While they leave the lights on in the Dollar rental area makes no sense.

Line over 35 deep with 2 people checking out and they have no sense of urgency. I’d pay more to not rent here again.

Do NOT rent from here. Shady customer service, absurd wait to get your vehicle, scammers!!!!!!

Believe the hype. This place is the worst. We have been waiting over two hours for our car. Three people are working the counter and there are over 200 people in line. We prepaid to get the better price so essentially they got us, unless we want to risk filing a complaint through our credit card. Pay the extra money and go with another company besides dollar / thrifty / hertz.

Straight hot garbage. Avoid them at all costs. Unless you feel like standing in line for 3 to 4 hours

BEWARE these scammers. I had a prepaid rental thru VIP cars for $334. Arrived at Dollar counter at the phoenix airport it was closed Iwas directed next door to Thrifty rental counter. I was charged for Loss damage waiver insurance $272 and Premium Road service $72 and other miscellaneous items I was not aware of and was not notified of nor given the chance to decline which I would have, $490.50 + a $200 security charge or $691 (the final total charge ended up being 490.50. I was told to sign a blank credit card screen without seeing the charges or a contract and admittedly I didnt check the packet I was handed at the end of the transaction until I got to our hotel 3 hours up the road. I attempted to call customer service and the rental counter on several occasions but never got thru until I returned home a week later. They refused to remove the fraudulent charges. Dont make the mistake I made if you use Dollar or Thrifty..make sure you SEE the contract before you sign anything. I would recommend not using them at all but if you do BEWARE. Read other posts if you dont believe me or think this is just sour grapes. Dollar/Thrifty are all under the Hertz corporate umbrella so I dont know how deep this corporate scam culture goes. I wish I had read the reviews before I rented from them. Also as a note I was going to go back to the rental counter to complain when I dropped the car off but there was a line at the counter that would have been at least 2 hours long. Pay a little more if you have to and go elsewhere or risk being scammed. Dont just post a review..file a complaint with the AZ attorney Generals office...get this place shut down!!

Lesson learned: always check for Google Review before you book your rental car. Huge mistake in booking with Dollar. 3h line, 70 people waiting, 1 staff. This is not right. They shouldn’t be over capacity in rental and under capacity in staffing. This should be sued.

Dollar office closed, told to go to thrifty, 25 people in line and no lines at other rental places. Better off to not get a reservation. Would have been on the road by now.

Couldn’t figure out my travel card. Not helpful at all. Change to a different rental car place!

0 stars. Do not rent a car from this company. They will charge you for an upgrade (that is not even an upgrade!) and not tell you. When you dispute the charge they will say the charge is legitimate. I am currently going through my bank to dispute the additional $112.35 charge (for a 2 day rental that that I was charged 313.49 for). Beware!! Lesson learned: thoroughly research car rentals in advance of booking. I see here that many folks had the same problem with Dollar. And yes, I had to stand in line for 1.5 hours and some of the staff were not wearing masks.

This place is horrible. They overcharged $1200 for a car that had obviously been in an accident of some sort. No answer when called.

If I could leave a 0 star review I would. Called the company after waiting almost an hour where the line of over 250+people moved maybe 30 feet. They couldn’t guarantee the car we already paid for, and just said to “wait in line”. No one has time to stand here for over 4 hours to not even be guaranteed a car.This is the worst company I have ever rented from.

Phx location is shut down but you’re not aware of that until you arrive and a sign says to join the Thirfty line, only then to be told there’s a 3.5 hour wait for car pickup. Will NEVER use Dollar again. Oh and if you use Hotwire to reserve the rental, make sure to call that same day or you’re not getting your money back. Phuck Dollar.

Prepaid for car reservation. Got here and guess what - they’re closed!!!! A nice sign says to wait in the Thrifty rental car line. For 2+ HOURS!!!!

Counter closed and redirected to Thirty. Line is wrapped around the lobby and wait time is expected to be over 2 hours. What a great way to start a vacation....

Both Thrifty and Dollar car rental need to close shop. Absolute joke, this is so far out of control. Waiting in line here in Phoenix for over 2 hours. Rather do a horse and buggy. Stay away folks!!!!

These people should be absolutely embarrassed and ashamed of themselves and the company they choose to work for. They oversold cars at 3 rental companies and had no staff to accommodate the demand. We waited for 2 hours just to be told they couldnt honor our 8pm pick up time. Martin (the manager- what a joke!) peddled lies and mistruths then proceed to kick everyone out and only help select people! TERRIBLE BUSINESS PRACTICES! CLOSE THIS LOCATION IMMEDIATELY! NEVER RENT FROM HERTZ, DOLLAR OR THRIFTY. Worst experience in my 38 years of existence.

Do not rent a car from Dollar or Thrifty, unless you love long waits only one attendant when 100 people are in line waiting, and no one cares. The worst customer service in the industry.

If there were zero or a negative star I would pick that. We started as the 40th in line. Now there are at least 75. Started with one clerk for the first forty five minutes and now only 2. The Dollar Booth wasnt even open, just condensed to Thrifty. After many calls and hunting I found a person here who said they called others in to work... no one yet. Covid realted... no! They know how many rentals they have and when flights come in. Dont do it and tell your friends. Pay the extra for anyone but them.

Got to car rental center. Dollar is closed. Sign says to go to Thrifty next door. Long lines. On 3 representatives on duty. Have waited 2 1/2 hours and still not gotten to front of line to obtain prepaid for auto. Think twice before renting from Dollar or Thrifty!!!

I prepaid half of my trip rental online via orbitz and was only supposed to pay 500 more after i got to counter.they turned around and attempted to charge my credit card 950 more dollars and on top of it they then attempted to charge another 1300 dollars for my rental and when i called them out and showed them how i was supposed to only be charged the 500 they said oh that to bad we can’t refund you.when asked for a manager no manager was there to assist.After getting frustrated with the counter lady ignoring what i was trying to show her she cops an attitude and turned around and said we had no clue what we were doing and it wasn’t her problem.DONT EVER EVER EVER RENT HERE!I had no problems with ace rentals.Final problem they didn’t pull the truck up we rented and they didn’t even go over the vehicle for damage or anything on top of it they just said find it in the lot and keys are inside.it’s was over 102 out today and we had a baby with us traveling

We were charged for an upgrade that we did not ask for. We did not receive an upgraded vehicle, nor were we told we were getting charged for an upgrade. I tried to call and I was told there was nothing that could be done. I was given a number to contact the Dollar rental place in Phoenix but no matter what selection I made, it routed me back to the main number. I am highly dissatisfied and would not recommend Dollar rental to anyone.