Wow. We will never rent from this place again…read more We arrived in Rochester around 7pm and had reserved a minivan for 7pm. The guy at the counter seemed brand new and it was the girl at the counter's first day. Unfortunately for us, Dollar did not have our vehicle ready. They didn't have any comparable vehicles and we proceeded to wait for TWO HOURS for our van to arrive. During the 2-hour wait, I witnessed NUMEROUS additional unhappy customers. One lady in particular got into her rental which had an EMPTY TANK. When she came back in to complain, the guy at the counter kept telling her that she prepaid for gas and could bring the car back on empty. She repeatedly kept saying she understands that BUT the car is supposed to be filled when she picked it up and THEN she could return it empty. It was like an Abbott and Costello bit. But she was right. Needless to say, we got our van around 9:30pm. I did not check the mileage upon getting into the van. Upon returning the van, the lady was like, "Ohhh, you guys drove a LOT of miles and the computer does not like that." I'm like, "Well, it did feel like we visited friends and family non stop." Well, looking at my receipt, it claims we drove a whopping 2346 miles. For reference: a cross country trek from Los Angeles, CA to Rochester, NY is 2634 miles. There is NO WAY, toddling around Rochester, NY racked up 2346 miles. Our van had Massachusetts plates, for all we know, this crappy ass company didn't check in the van correctly before us and tacked all those miles onto our trip. We better not get some random bill in the mail. Needless to say, we are not happy with how poorly run this company was. I'd try another company.

Worst experience. Flight arrived late dollar rental car counter was closed sign said pick up…read morevehicle at hertz. Waited 20 minutes no one showed up. I ask security for help her respond was they are closed I asked if they knew flight was delayed and passengers needed to pick up vehicle should've they wait she said yes they are supposed to. I had to pay $60 for a taxi I called dollar number was connected to the Philippines the woman said I have to contact to see if u picked up the car I said if I had the car I would not need to talk to u . 3 days later no car no information I'm told maybe I'll be refund in 10 days since the vehicle was prepaid. Worst service no local contact number never again.

Travel has been a bit of a whirlwind lately and I was hoping to rent something familiar…read more Apparently they do not rent out sports cars from the airport. My daily ride is a v8 camaro, and I was hoping for something similar from here. I had reserved a full size car, ended up in a decent sized Ford SUV. Not my favorite car in the world - the infotainment screen and operation was not user friendly for someone not familiar with the Ford products. Otherwise, it drove okay. The drop off was easy and pickup was fairly routine, just sign the contract and get the key.

I have never in my life known a company to only accept credit cards for those who are not flying,…read moreit is absolutely ridiculous, who ever was working front desk last night was rude and could have cared less that we needed a rental, screw this place we pay way to much for this airport as tax payers you would think we could get something in return.

We flew into Buffalo on a red-eye with the whole family, exhausted and just wanting to get to…read moreRochester. The line at the Buffalo Avis counter was already a mess -- I watched several customers get turned away because their reserved vehicles weren't even ready. When it was our turn, we'd booked a van but got "upgraded" to a three-row SUV instead -- an old Subaru Ascent that was dirty inside and had visible damage on both sides. At that point we were too tired to fight it and just wanted to get on the road, so we took it. Once we got to Rochester and had a chance to actually look the car over, it got worse: missing parts, trash stuffed in various compartments, and bald tires. I tried calling Avis but kept getting routed to the national line, which just told me to go to the nearest Avis location in person. That's where Amanda saved the whole trip. I pulled in frustrated and ready to vent, and she immediately understood the situation. When I started describing the dirty, damaged car, she gently stopped me and said, "You're uncomfortable in the vehicle" -- which I didn't realize was her giving me the exact language needed to get it swapped out under policy. She wrote it up as "customer is uncomfortable," submitted it, and we walked out with a brand new Sienna. Avis's national booking and vehicle prep clearly has issues, but Amanda at the Rochester location turned a nightmare rental into a manageable one. If you end up with a lemon like we did, ask for her.

Beware of Budget and Avis rental cars at the Rochester airport! They are the same company and same…read morepeople, if you book with Budget there isn't even a person working there, it's just a sign at the desk that points to Avis. They tried to give us a car with expired temp plates. Not only was the temp plate expired and from out of state, it was ATTACHED TO THE BUMPER WITH BANDAIDS!! On top of that, the car literally had writing on the window saying the plates were expired and the team couldn't care less and marked this as a car in service ready to go. The tire was missing valve cap and went flat in minutes, someone literally had to have filled it with air knowing it would be flat instantly but have air JUST long enough to get off the lot and out of their hair. So much more happened here I don't even have the energy to type but this is the sketchiest place I have ever rented a car and suggest you avoid it at all costs.

Brenden the manager is the goat. Ignore the hate if he is taking care of things you will have…read morenothing to worry about. Forgot my garage opener and he went found it, called me, and held onto the opener in the office until I returned from my trip. Great guy!

Returning the car was perhaps the easiest thing ever! We drove into a spot, a customer service rep…read morecame out, took the keys, asked us if an email receipt was sufficient, thanked us, and we were done! Since we pretty much bought all the insurance and they didn't need to check the gas, that really helped speed up the process. Actually getting the car was another story. The sign inside the airport said to go outside to the booth. No one was at the booth. After waiting a while, someone from the Enterprise booth said that the person working the National booth was on lunch so we should go inside and wait in line at the Enterprise counter to get our car. Of course, the one with the line! Then that guy told us to go outside! After explaining that we did, he went through the paperwork to get us our car and then told us to go to the Enterprise booth outside to actually get the keys. Then we had to wait for someone to get the keys from the National Booth. It was a bit of a mess! Car was good and everyone was nice.

I will be frank we use another company that's closer to our place than come out to the airport to…read morerent a car. It's inside of the airport at Arrivals. So you are dealing with people who have reserved cars prior to their trips and arriving at ROC Airport. The reservation for our rental was not made by us but by the company as they have an account and a discount. It's pretty easy to get to the spot but it's just the waiting. Here's the thing they only had two people dealing with a lot of people. One for us regular folks and the line for Gold/Executive Level or whatever it is. Do yourself a favor before reserving your car, use a credit card. Why? Cause it's safer and easier if you use a debit card it's all kinds of ridiculous mess. Listen I know life is tough enough but it took us forever waiting for someone who was doing that and it TOOK FOREVER. When we arrived the people in front of us told us that they had already been waiting for 20 minutes. Do yourself a favor and do your due diligence (meaning find out all the fees, restrictions and etc and or ask questions) After all the above mess the other people took a max of at least ten minutes or less. It would have been nice if the guy apologized for the wait but he upgraded our car for free so that was cool. A few things if you intend to be later with your car.. let's say it's gotta be back at 6 pm and you show up at 7 pm it's an additional fee of $25 plus's dollars. Also since most states have EZPass they will message you about two weeks later and charge you the fee and a convenience fee on the card that they have on file. So regarding tolls you need to be aware. After you get registered and etc they give you your key fob, paperwork (or it can be emailed) and they tell you the parking number where your car is and it's the same place you return it and yea you gotta go back inside unless you made some other arrangements when you return your car. If you are flying in and need a car this is one of the companies available at the airport. If you live downtown your better off at Enterprise on Main Street or wherever you like to go. Staff is pretty good considering dealing with tired people getting off of flights. I just wished they had more staff but it's the sign of the times. The place is at the airport ok. You can arrive in your own car with someone or do what we did and get an Uber/Lyft or a ride and you're set. That's all I got.

Rented a car months in advance only to arrive and be told that they didn't have any cars. Their…read moreonly "explanation" was to share that this happens quite often.

Wanted to give this company zero stars, or less if possible. Rented a car from them. Paid in…read moreadvance. Got to the rental car counter in Fort Lauderdale airport and we're told there were no cars available. Everyone in line was turned away. They wouldn't take anyone's names or information. They just stated go through the third party you rented through to get a refund. They gave zero s****. I've been trying to get a refund for over a week and have been unsuccessful. How can you charge someone for a rental car and then not give it to them? I feel like I got robbed. Paid. $330.35. requesting a full refund. I can't believe this is even a question of whether I would get a refund or not. How can you pay for a service, not receive it, and then not get a refund? This should be illegal, this company is criminal.

Aweful experience, disgusting dirty car, no gas to start with, no charging port that worked, dents…read moreand scratches everywhere and to add insult to injury they wouldn't accept credit card insurance and made me get their insurance which cost $400 more. Hertz would have been cheaper so much for trying to budget. Never again will I use such a desperate company.

All the cars smelled like weed. I tried three different ones and each one had a strong odor. At…read morethat point, we gave up. I'll be bringing the car back and trying again tomorrow in hopes of getting something clean.

Awesome customer service at the mall location (they recently moved next to Tops though). Very…read moreprofessional and kind. I had a great first experience renting a car and will be renting from them again soon. Would not go anywhere else!

A staff member appeared to assume that our group was entirely deaf and then spoke negatively about…read moreus in another room, seemingly believing we wouldn't hear. That alone was extremely unprofessional and uncomfortable. We were also told that someone would assist us shortly and asked to wait. After some time, the same staff member returned and asked if we had figured things out ourselves, which directly contradicted what we were told and made the situation more frustrating. Later, another staff member was sent to help us. While we were speaking with them, we could still hear the original staff member continuing to make negative remarks, including a comment suggesting that we would be made to wait regardless of whether we were able to get the car. Hearing that while actively trying to resolve the situation was incredibly disrespectful. Overall, the interaction felt dismissive, poorly handled, and lacking basic professionalism. Given that this location is near a large deaf community, a higher level of awareness and respect should be expected. Based on this experience, I will not be returning.

Unfortunately, the review link that was sent to me via text message expired ... I wanted to make…read moresure to give Kudos and Thank You's to Ryan C., Andy, Andrew B. and Joseph P. !!! They offered excellent customer service, quickly addressed my concerns and made it a great experience. Thanks Guys !!!! Ms. Shlonda (12.30.25 - 01.16.26)