Chaotic office. Long wait for car. Tried to claim preexisting damage was my fault
Terrible. Chaotic pickup where I surprisingly had to provide proof of insurance, sign different documents every couple minutes, and wait for the employees to prepare the vehicle—things that should have been done in advance. Scammy. They tried to claim previous damage to the vehicle was my fault—that I chipped the windshield. They wanted to charge me $700. When I disputed it and said I had photos of the vehicle, they reversed their decision. Avoid this company.
On Kayak's website, it stated that the rental car came with unlimited mileage. However, when I arrived to pick up the car, I was informed that there was actually a limit and I would have to pay extra for every kilometer over that limit. The rental location was in disarray, with a dirty floor and overflowing garbage. Despite standing there for a while, no one approached me to assist with my reservation until I had to ask for help. I did not proceed with the reservation and let’s say this would be my last time booking or trusting kayak or that rental company.
Great experience & staff. The only down side was a long wait.
As a customer I do not have any complaint, the customer service person was efficient, courtesy and runed an extra mile in the service.
Overall: if you have time and patience, it might be worth it. But, be aware that you are sacrificing efficiency for those savings. If your time is money, recommend finding another option. Professionalism: The staff were incredibly overworked but also did not move with a sense of urgency. Customer Experience: Lineup of customers looking to drop off keys and pick up their rental were combined. It took 45 minutes before getting service. Cleanliness: The location was incredibly messy. Value for Money: the price is ok, as long as you have your own insurance (they will upsell you). (The Routes franchise would likely be very concerned by the overall experience at this location, not great for the brand)
