The store is not inside the airport, and you need to take their free shuttle. The line at the store was very long, and the process was extremely slow. Including waiting and processing time, it took at least 3 hours. The most ridiculous part was that after successfully booking online and making a full payment, there was no car available when we arrived at the store. I had reserved a Dodge Grand Caravan, but since there were no cars available on-site, they tried to give us a pickup truck instead. This was unacceptable as we were a party of seven, including children and elderly family members. We had to reject it, and they said there was nothing they could do. I urgently contacted the overseas customer service of the rental platform, but even after their negotiations with the rental company, nothing was resolved. In the end, we had to book a vehicle from a different rental company next door, which fortunately had availability, preventing us from being stranded overnight. However, this whole situation wasted more than half a day of our trip.
I strongly condemn the Canadian rental company, Discount Car & Truck Rentals, for making our first day in Canada a complete chaos. While the customer service hotline of the rental platform tried their best to help, they were limited by their platform's capacities and couldn't do much against the rental company. I strongly suggest that the rental platform terminate its cooperation with Discount Car & Truck Rentals. To all fellow travelers renting cars in Canada, beware of this company!
The wait time was very long, and the staff was not knowledgeable. It took them a long time to confirm things, and they added an unexpected $80 airport tax, which was unacceptable.
I would prefer to have the booking amendment function in yhe app.
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Customer Service
Disappointing with unnecessary added charges for insurance over other rental companies.
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