Customers Irate over Long Waits, Lack of Cars at Rental Business

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SACRAMENTO-

Many rental car customers are experiencing longer wait times, despite having made reservations.

“My husband made a reservation, and gave our American Express card number to Dollar rental,” Dollar-Thrifty customer, Donna Johnson said.

She was visiting Sacramento to attend a family funeral.

“I had no reason than to expect them to have my car. But when I got up to the counter, even though I had my credit card, they said they had no cars,” Johnson told FOX40. “There is a waiting list of people ahead of me, and I said, ‘What’s the point of having a reservation?'”

Johnson is not alone. There are dozens of Yelp reviews about Dollar-Thrifty’s new off-site location on Del Paso Road. Most of them are complaints about the long waits and lack of cars.

FOX40 asked an employee at this Dollar-Thrifty about the problem. He said the recent move to the Del Paso location makes it seem like the lines are longer because the office is smaller. He also said that the new location is temporary, and the plan is to move back to the airport in January, 2015, where things should she back to normal.

We also contacted the corporation to find out more about the car shortage complaints. They did not get back to us.

But the American Car Rental Association said there may be other factors. Peak rental months are mid-June to mid-August. Plus, the National Highway Traffic Safety Administration suspects GM’s 13 million car recalls this year alone, has forced many companies to offer free rentals to car owners with recalled vehicles.

Priority is given to those recalled car owners over regular customers like Johnson.

Whatever the reason, Johnson said Dollar-Thrifty lost a long-time customer.

“They’re not going to stay in business really long if this is how they operate,” Johnson said.

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