Toronto Downtown, Canada - Niagara Falls - Corning Museum of Glass, New York - Woodbury Outlet, New

Good service

The parking card provided was incorrect, causing a delay

Very smooth process. Pick-up was on time, and the return time and location were clearly communicated.

Encountered two issues: 1. I booked a sedan, but was first given a hatchback KIA when picking up the car. I raised my concern and showed the staff the picture of my booking. Initially, they insisted it was the same, but I disagreed. Eventually, they gave me the sedan KIA. I double-checked the price to make sure it was the same before using it. The back seat space was entirely different; how could it be the same model? 2. When returning the car, as soon as I went upstairs, I received a charge of 46 CAD on my credit card. I was puzzled because the car was in good condition, the tank was full, and there were no toll roads involved. Fortunately, I hadn't gone far; I went back to the counter to inquire. After some time on the computer, the staff explained that there was a system issue and they didn't know why it happened. They eventually reversed the charge, and I was relieved I hadn't left yet. Otherwise, a phone call might not have resolved this.

This time we picked up the car in downtown Toronto and returned it at Toronto Pearson International Airport. Neither location could be directly found using either Tante Route or Google Maps. Luckily, we had found a guide from an online forum for the downtown location and picked up the car smoothly. However, when returning the car to Pearson Airport, Tante directed us to the departure area on the third floor of Terminal 3, which was especially problematic since the return address on the rental order couldn't be found on Google Maps. Ultimately, we paid 20 CAD to have an African driver lead us to the underground parking. We arrived at the airport at noon, but it wasn't until after 2 PM that we managed to return the car, resulting in a two-hour overtime fee. The root cause was that the return address was vertically below the third floor of Terminal 3, and the navigation maps couldn't recognize the exact return location. With our return flight shortly departing, the situation was very stressful. If rentalcar.com had clearly detailed the pick-up and return locations on the map within the order, this incident could have been avoided. Despite multiple rentals with rentalcar.com, this was the first embarrassing issue we encountered. rentalcar.com's service needs improvement.