I had a bad experience with this agency when I first arrived. Long lines, employees who didn't…read morecare, etc. But when I returned the car, the individual who helped me was so kind and easy to work with that I am amending my review.

I had a horrible experience and I would not recommend this location…read more I booked my reservation on May 1, 2026, but when I arrived, I had to wait in line for over an hour. After finally reaching the counter, I was told there were no cars available and that my only option was to take a truck. As my partner and I were trying to decide what to do, the manager assisting us, Ahmen A., told us to "hurry up" because other people were waiting in line. That was incredibly frustrating, especially after we had already waited more than an hour ourselves. At no point did I feel respected or valued as a customer. Reserving a vehicle weeks in advance should mean something, and the way this situation was handled was unprofessional and dismissive. I will never book with this location again and would not recommend it to others.

Ok...I was going to give 1 star before the manager Sheila stepped in. She was fantastic so I'm…read moregiving 3 stars because of her. We are a gold member and our reservation was messed up. The woman behind the gold member counter said she was unable to do anything and to go on the app or call 1-800. That was frustrating but ok. The part that deserves 1 star is that she was so rude, short with us, and appeared very annoyed. After going in the app and rebooking our res, it was still giving us issues. We approached her again for help, again, rude and short with us, "call the 1-800 like I told you" she said. We asked if there was a manager around, she said, yes but she can't help you either, you need to call the 1-800. We asked to speak to her regardless, she finally called her after helping the next 3 people in line. The manager, Sheila, arrived and my husband explained what was happening. She was very kind and empathetic, she says, oh we're going to need to call in for this. The counter lady overhears and immediately says "that's what I already told him". Sheila ignored her, and said, let's go to my office and get this taken care of. She called the 800 #, and had similar issues, but was able to get through to someone, walked through everything, and got it taken care of. She then gave us an upgrade. 2 very different experiences. I'm actually shocked that Hertz would have this woman be the face of customer service for their gold members. But Sheila, she was absolutely fantastic and turned around our entire experience when we drove out of there.

I've rented from Hertz many times, but this was one of the most disturbing customer-service…read moreexperiences I've had. We returned our rental at Detroit Metro and realized about 14 minutes later that my girlfriend had accidentally left her backpack in the car. She went straight back to the Hertz facility and recovered it. Her driver's license, Chase debit card, and corporate American Express card were still inside. About 90 minutes later, both cards began receiving fraudulent transaction attempts across multiple merchants. The attempted and pending transactions eventually totaled roughly $3,700. We obviously cannot say with certainty who obtained the card information, and we are not accusing any specific employee. But having both cards from the same backpack compromised so soon after the bag was out of our possession was extremely concerning. Her driver's license was also in the bag, so we now have to worry about whether personal information was copied as well. The initial response from Hertz was frustrating. Customer service directed us toward information about an unrelated historical data breach instead of treating this as a current security issue. Eventually Hertz Corporate Security became involved and advised us to file a report with Wayne County Airport Authority Police. We have asked Hertz to preserve surveillance footage, vehicle-access records, employee records, and anything else that can establish who had access to the vehicle and backpack. I'm leaving this review because the experience went far beyond the inconvenience of leaving something behind. We are now dealing with financial fraud, replacing cards, monitoring personal information, and a police report. I hope Hertz investigates this thoroughly and takes whatever steps are necessary to prevent another customer from going through the same thing.

I had to go through the Better Business Bureau...... My…read morecomplaint was that the Avis attendant at the rental site is effectively not supported by their employer. They had to scrounge up a vehicle due to low inventory (not the location's fault) but told me I was entitled to a refund as a result. That's where the problem started. I'm now going through my credit card to argue the issue. Below is my rejection of what the Avis "corporate office" had to offer - they were giving me a "free rental day"..... this is NOT a refund..... They also tried to tell me that what I was given was "higher rental" rated vehicle - essentially going against what their own employee told me..... So I informed them I'm not satisfied for the following reasons..... 1) Failure to rectify the issue to the customer's satisfaction and to what would be considered as fair business practices. If an Avis employee informs the customer they are entitled to a refund based on what they see in their system at the counter and since they are the ones that ISSUE THE VEHICLE, then it stands within good business discipline that a refund should be awarded to the customer in the interest of providing quality service. If the employee should not have conducted themselves like that then this is an internal business issue within Avis that should be handled through adequately training their employees vice ping-pong their customers around between a remote field office and corporate Avis. Clearly this depicts that Avis is NOT WILLING to stand behind it's own employees who are not being given full autonomy if the "corporate office" is willing to rollover on their own employees as well as their customers. 2) Lack of transparency of vehicles "rates" and the "rating system". The argument below supposes that I'm to know how or why a Dodge caravan (as an example) is a "standard" van and a Chrysler Pacifica is a "luxury" van.... and then perhaps a Honda Odyssey is a "premium" van. In my book - they are ALL mini-vans plain and simple. Telling me after-the-fact that the vehicle I had is some "higher" level rated rental is meaningless and obtuse. This reduces to a simple counter argument whereby the customer is powerless to respond simply because they are not involved and provided no guidance on how vehicles are rated. This further supports the FACT that the customer is 100% reliant on what the clerk at the counter informs them of and given that the "corporate office" seemingly does not support their own field employees Avis corporate can then arbitrability deny or support what their satellites employees do at their whim or as a situation benefits the larger Avis business. Furthermore, this paints the issue in a different light by twisting the argument into "we gave you a better vehicle" vice honor what their own employee told the customer. I'm not even bringing up the issue of "points" - clearly this process is much too hard to rectify. I will inform Avis here though that when I bring up a "points" issue with most hotels, airlines, and similar they typically award the points after verifying the business transaction vice tell their customers they need to sign up and then opt-in and join some special club.... even if that were true they explain the what/why and then award the points . What I find most distressing is that I have to go through such great lengths here to explain this and essentially get what an Avis employee tells me I'm entitled to. In a court of law the employee would be considered a de facto corporate representative of Avis - it would behoove the business to support their own accordingly. The one day rental is "nice" but this assumes that I will be doing any business with Avis in the future.... should I be? Would you reading this "LIKE" to go through this? Would you expect your family members to have this experience? The basic issue remains. The Avis attendant said "refund" - Avis refuses. I assume I have to take this up with my credit card and online at various review sites. Seemingly this is what Avis desires.​ There's a book that could help here - it's called "Raving Fans" - it's the kind of customers I have, because I treat them better than they expect. It's a great read - and its precepts, if followed, could produce similar customers for Avis if implemented.

Very disappointing and extremely unorganized experience. The lines were long, and there seemed to…read morebe very little communication or coordination among the employees. Several employees appeared to not care about assisting customers and even abandoned their posts. At one point, one employee was yelling, "Just grab a car," while seemingly not even monitoring which vehicles were being handed out. The attitude seemed to be, "You paid for a Honda? Here's a Lexus we don't care." There was no sense of organization, professionalism, or attention to detail. Overall, this experience was frustrating from start to finish. Management needs to take a serious look at how this operation is being run and how customers are being treated. 2.5 hours later we finally got out of there.

There's a reason I've been using Enterprise as my go-to company for renting cars when I travel…read more This location is a great example of why. Walking into the office, the gentleman who was taking care of someone else let us all know what line to go to. He announced it loud and clear, which is great for older folks like me too. He was also very fast and knowledgeable getting my paperwork filled out and I was outside talking to another very fast and professional gentleman who let me pick the car I wanted. I was thrilled to get a Camry as I have two at home and know how to use their features while driving. The car was great, clean and easy to drive. Our visit to the Detroit area was terrific and getting the car so quickly without a long wait at the airport just made it even better. Thanks Enterprise!

Unfortunately we did not have a good experience this visit on 12/20/25 at this Detroit Airport…read morelocation. My Husband reserved a Premium SUV almost a month in advance of our arrival date. We took the airport shuttle here and the line was super long. My Husband checked in, he has one of those great customer accounts since he frequently rents from Enterprise. Well, we saw several families waiting for their vehicles for over 30 mins. A majority of the time, an employee would come to talk to the people waiting on cars to ask if they would rather rent another class/type of vehicle. This was a RED FLAG and it happened about 4 times in 45 minutes. At an hour of waiting, a male employee comes over and asks if we would consider a Dodge Durango (which is not the suv class that we reserved). We let him know that it would not work for us, due to our party size and luggage amount. We have 3 people at and over 6 foot and 1 who is 5ft 8 inches, plus 8 pieces of luggage, backpacks, purses, etc., which is why we reserved a premium SUV. Meanwhile, 2 smaller (shorter and less people) got their premium suvs and drove off.... Another employee named Owen asked again (this is at 1hr 15mins) if we would take a Dodge Durango. Again, we declined and thanked him for offering. We then had to explain our party size and luggage amount. He said that they are checking the whole fleet including National and Alamo lots... Owen returns and asks my Husband to have a look at Jeep Wagoneer. My Husband said that it was not the class that we reserved, but it will work. Owen took a bit off of the price for the hassle and smaller vehicle class. Overall, they did not have the vehicle class that we reserved and paid for, it was snowing, it was cold, it was very bad. We waited a total of 1 hour and 45 mins to get a vehicle; even though we reserved a month in advance. I do not recommend this location during the holidays. When we brought the suv back, we prepaid for fuel and the estimated cost held on the credit card was set. We even brought the suv back with almost a half tank of fuel. The total was $40 over what the original credit card hold was. This place is a joke, scam, and most importantly unreliable.

Yes there was a big line Yes I waited for more than an hour…read moreBut Khallida made it up for all of the negatives. Wellcomong me with a great big smile, guiding me choosing the right car. Offering all the available discounts etc.... Was great. As a guest that's what we want. Also she is a great communicator that knows how to smooth the requests even they might not be possible. Thank you so much

I wish I could give them negative stars. Paid for my rental a month in advance after they claimed…read moreto take debit card holds/ payments. Caught an expensive Uber to the location only to be extremely disappointed. Not only did they not take debit card holds, but I wasn't able to get a rental because I had no flight information (I stay in the city and only needed the vehicle for one day). To make matters even worse, they refused to give me a refund, stating that I would be charged a no-show fee of $140 even though I did, in fact show. After another expensive Uber ride home, I was down hundreds of dollars with no rental to show for it. Highly, highly disappointed. The worse experience ever.

It was truly one of the best rental experiences I have ever had…read more I was flying in on short notice due to the stress of attending a funeral, but the service at Alamo ended up being the least stressful part of my trip. The shuttles to Alamo ran consistently every 15 minutes, and the ride was clean, comfortable, and well air-conditioned. Even arriving at 12 am, there were friendly attendants ready to assist at the counter immediately. The complimentary water was thoughtful, especially before my long drive. Thanks to the express check-in, my time at the counter was extremely brief. Once the paperwork was finalized, I was able to simply walk out to the lot and choose any car I liked, with the keys already inside and ready to go. Returning the vehicle was equally seamless, and a shuttle was immediately ready to take us back to the airport terminal. I highly appreciate such efficient, accommodating, and hassle-free service during a difficult time.

Give credit where credits due. Was able to skip the line using their app. Join the club. It's…read moreworth it. Downside is that on a busy weekend I had a car reserved but I had to wait 30 minutes. I wasn't standing in line, but just sitting in the waiting room waiting for the car! They said it was being cleaned. It did come back very clean. But more likely I suspect they root cause was they were waiting people returning the cars. Hey at least I'm glad they had the car available eventually. More details on the logistics. They have a dedicated blue shuttle bus. You have to go down to get your luggage, then back up across a walkway, then backdown to street level. The lot is on airport but off from the terminal. Returing, if you don't see a gas station, keep driving. There a chevron a quarter mile down past the rental return. Easy peasy

In reviewing the other reviews, most of the negative reviews were how long the wait was and how…read morerude/bad the employees were.' The cost did not seem bad $60/day including the taxes, etc. We reserved the car online. Then maybe the day of pickup, we selected the car online. Then they send you a parking spot where the car is located. The only issue is figuring out where the cars are parked. We were looking in the wrong area but our bus driver told us were to go. Ours was located to the back and left of the office. We then got it and drove it to the exit where we got checked out. The only wait was finding the location of the car. For gas there is a Speedway on Merriman Rd just North of the airport which is not bad. For return, you just park it in the line and someone comes to check the gas tank and you are done. We had no problems. Just use the online check in and car selection.

Terrible process to exit the lot. It takes approximately 5-8 minutes per car, to get out of the…read moregate. This place needs to modernize their process because it's broken. 20 min line at the check in counter, 15 min wait for them to pull up your car, and 45 min to get out of the lot!!! What a complete waste of time.

I really appreciate the shuttle service frequency and speed. We are so lucky for that in Detroit!…read moreThe drivers are always personable and helpful. I still get confused that National is housed with Alamo when I need to go inside, in this case to pick up a car seat. There's really no issue, but it seems like a lot of unnecessary branding, if they are really the same place? Streamline and cut the marketing budget! I was also disappointed with the car seat. It was fine. It fit, but based on the other car seats I've been acquainted with recently, I am not confident in its accident rating. Also, for such a basic seat, they couldn't put it in the car for me because that could have made them liable. I get it. That's the policy, but it's weird. I suppose these are more complaints about National as a company than this location, though. The service at the rental office and checking out at the gate is fine. It seems to take longer than it does at other places, but since I get there faster, I suppose it's a wash.

Another amazing experience at the Detroit airport National Rental Car! The shuttle service from the…read moreairport terminal to the facility was quick. It was under 10 degrees when I landed so I was thrilled that I didn't have to wait for a shuttle bus! The cars were clean of snow and ice. I jumped in a car, was first in line for check-out, and on the road within 10 minutes! When I returned the car at 6am the shuttle was waiting to take me back to the airport. 5-star service in the frigid winter months!

Great rate and got to pick a VW Jetta as. Standard size. Nice car…read more They didn't honor my quoted rate at first, but straightened it out politely.

Showed up at 2, when my reservation was scheduled. Car not ready yet. They said it would he 10-15…read moreminutes. 30 minutes go by. They're still checking on it. There is a reason we have a reservation, and Thrifty doesn't seem to understand that for some reason. Lots of calls back and forth and not much action taking place. MoMo was helpful and friendly, but the end result was me eating 45 minutes when I shouldn't have had to. Other people were just coming and going. I was just sitting.