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My Husband & I have been loyal Dollar Car Rental customers for many years (we are both Dollar Express Members) We flew into Tampa on Dec 28, 2020. We had rented a SUV using our Dollar Express membership, when we arrived at the car rental site the Dollar/Thrifty counter was closed, there was a sign directing us to the Hertz counter. We were greeted by a Hertz employee who asked who we had rented thru, I told her Dollar, she then directed us to a line for Dollar & Thrifty with about 15 to 20 people in line. I told her we were Dollar Express members, she said unfortunately because the Dollar counter was closed there was nothing she could do. We stood in line for 2 hours, watching the Hertz members go directly to get there cars (like we expected to do with Dollar because of our membership) and the other Hertz customer move quickly thru the Hertz line. There was 1 person helping the Hertz customers and 1 person helping both Dollar & Thrifty customers. Dollar knew how many customers had reserved cars, and what time they would be arriving, closing the counter with no warning to your customers is extremely poor customer service. I do not think we will ever rent with Dollar, Hertz or Thrifty, I would be too concerned about what type of service we would arrive to find (another closed counter??) The only good thing I can say about your customer service is your employees were very professional when placed in a very bad situation, with many angry customers


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