text: I have a gut feeling I may be updating this review as I am still in possession of my Ford Focus rental from Dollar at the Phoenix Airport. I don't have the final bill yet, and fear I may join the growing list of Yelpers who were overcharged,  gouged, dinged, or otherwise have gotten a haircut as a result of Dollar's alleged business practices. \n\nMy preliminary review focuses on Dollar's customer service, or lack of it, in the wee hours of 29 January, 2014. It's 12:30 am and a group of ten tired, somewhat surly, travelers have queued up to pick up their reserved cars.\n\nI've heard in the line that since the customer service counters at Hertz, Avis, Thrifty, Enterprise, National, Fox, and Alamo were closed, their customers (who didn't belong to their frequent renter clubs) had to pick up their cars at Dollar. \n\nMany flights were arriving late into PHX due to the snowstorm dubbed \"Leon\".\n\nTen customers, not all actual Dollar customers, were waiting in line to be served by one female employee, who clearly appeared as if she didn't want to be there. \n\nIt was taking her 10 minutes, on average,  to process each customer. I was sixth in line. There were eight computer terminals at the counter. One employee. \n\nThe Dollar Lady, as she will heretofore be known, would call out for someone named Alexis, (unforgettable because it sounded like she was ordering \"a Lexus\" every time she picked up her two way radio) requesting a count on how many compact cars were available in the lot. It seemed as if Alexis was actually manufacturing these compact cars the Dollar Lady was ordering on the radio.\n\nWhen it was my turn to approach the Dollar Lady, she went through her spiel about insurance, which I declined, as my credit card and auto insurance at home covers me on hired or rented vehicles. We'll see if I get charged for the insurance,  as other Yelpers were.\n\nShe asked if I would be \"more comfortable\" in a larger car. I don't know the reason for her question.  Was it a lame attempt to upsell me, or a veiled jab at my larger than average body type? \n\nIt's now 1:30 in the morning. I'm tired. I'm surly from waiting 60 minutes in line. I gave her my response:\n\n\"Only if it will get me out of here quicker.\"\n\nI guess my response could have been deemed as \"poking the bear\". But I said what I said in a straight,  matter of fact tone. No yelling, no snottiness.  \n\nShe said something to me, I can't recall her exact words, owing to the time of day and my reflection upon what I said to her. I recalled her saying \"working here\" and \"bathroom\", but the rest was a bit of a blur. She instructed me to check boxes on the electronic contract screen. As I commenced to doing so, she got up and left. \n\nHad I offended her? The tension in the line of people behind me, now numbering at around a dozen, was palpable. Did she quit? Was she going to bring in more people?  Was she going to the lot to yell at Alexis? \n\nNope. Bathroom break.\n\nThe rest of the encounter between me and Dollar Lady was straightforward and civil in tone. I answered with \"yes\" or \"no\", bade her a pleasant evening, and headed down to the garage to see if Alexis had my car ready. \n\nI showed Alexis my contract. Alexis pointed towards the Focus. I got in and headed for the exit. Alexis was there again, in the booth. I handed him my contract and driver's license. He handed them back, opened the gates, and off I went...into the Phoenix night. Alexis went back, presumably to acquire more compact cars.\n\nWe'll see what happens when I'm handed the bill at the end of my rental agreement.\n\nOh, I'll be prepared, turning in the gas receipt \"from a station located within 10 miles of the rental location\", as per the Dollar Lady's instructions.\n\nDon't mess with the Dollar Lady.  Especially at 1:00 in the morning.