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  • 2 Stars - Beware of bait and switch. I reserved a compact car months in advance. When I arrived to pick it up, I was told that the airport had "taken a bunch of our cars" and the only car left for me was a Kia Rio. If you search Kia Rio and Dollar, it shows up as an economy car. I asked if the price would be discounted since this is lower class car and I was told no. I was given the explanation that since Hertz bought Dollar, the car classes are merging. I was offered the option to go to PHO airport to get a compact car there, but it was 20+ mins out of the way and much more expensive because of all the airport fees. I was also told that the cars weren't much bigger as well (e.g. it would be a nissan versa). The staff was friendly, but the fact that the airport location takes all their cars is a real hinderance. I asked to speak to a manager and was told there are no managers on staff at this location and that the airport managers are very difficult to get on the phone. I ended up paying an upgrade fee to get a Chevy Malibu because the Rio simply wouldn't work and I couldn't afford to waste time going to the airport only to get a car of similar size. The Malibu itself was fine. There was only about a 1/8 of a tank of gas in it when I went to leave and they told me I could just bring it back on empty. I got the impression that the staff deal with this situation often and they have no control over which cars are taken by the airport. Update 5/5/15 - A Dollar customer service rep contacted me about my review. She was very apologetic about my experiences and thanked me for alerting them of the issue. She credited me the upgrade fees I paid for the Malibu. For this, I'm changing them from 2 to 3 stars. While my situation getting the car was pretty bad, they score points for caring about their end customer's experience.
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