ComplaintsforDollar Car Rental

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved a compact or "Larger Wild Car"(manager's special) at Dollar Car Rental at *******************, **, through my AAA membership. Dates 6/10-6/19/24. Reference #K8234548101 from AAA. Total cost was $376.00 plus taxes & fees.Picking up my car, I was told it would be an electric car. I did not want an electric car & when I reserved my car, I expressed that fact. So I was UPGRADED to a midsized car for an extra $90. Total cost $497.71.Rental Record #********* When the final bill was sent it was $814.51 !!!Talk about SHOCKED! It looks like the weekly charge was doubled as well as the extra 2 days. Document #********* I have attempted to contact Dollar Rental approximately 10 times via their complaint/contact forms as there is no phone number to reach a person. They have not responded in a week's time so I'm hoping you can help me resolve this "gouging" last bill.Thank you.

  Business response

  06/28/2024

  BBB Case 21898453
  Rental Record 159966170
  
  
  This is in response to *******************************, 
  
  
  When reserving the Wild Card, you will receive at least a compact car. However, it is possible you may receive a car, pick-up truck, an electric vehicle, a 12-passenger van, etc. You are basically going to receive a class out of the most unreserved classes on the lot at the time of your rental. If you decline what is offered, you will then be charged an upgrade fee. However, on this rental I see there was an upgrade fee as well as the rate itself was changed. I have issued a refund in the amount of $317.65 which is for the price difference in the rate itself. Because you declined the vehicle that was initially offered, the upgrade fee will stand. The refund should post on the billed credit card within the next 7 business days. 
  
  
  Thank you for contacting us. 

  Customer response

  06/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your effective handling of this request. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a car from Dollar Rental in ***** Ok, from May *****, 2024, Confirmation No. K8503489036. Around May 19th-20th, I started having problems unlocking the car, and there was no keyhole on the door handle. I was with my 75-year-old disabled brother so it was important to get this fixed, especially in the heat. I called Dollar CS ****** the rep in *********, I believe, and she was excellent! Told me where I could buy a battery for the key fob, including the address of the closest car parts store. She was awesome!) Since *********** in ********, OK was close, I was able to buy the fob battery for $12.06. CASE No. ********** for refund. I've tried to submit 3 *********************** since there's no way to get a human for these kinds of refunds, but I haven't heard anything from Dollar. This should be cut and dry and hopefully you can help. May be a small amount of money for some people, but I could use it more than Dollar Rental. I bought the battery on May 20th. Thanks for your help.

  Business response

  06/27/2024

  Complaint ID: ********

  RR#: 145909396

   

  Thank you for contacting us. We apologize for any inconvenience you experienced. We have submitted a reimbursement to your credit card for the amount of $12.06. Please allow up to 10 days for the amount to post to your account. 

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned my rental car to ********* from ******, **. The lady that was working was leaning on another car, and told me Just leave it there. I then received my bill via email and saw that I had been charged a ************** charge. I had just filled up the car prior to dropping it off, so I tried to call Dollar, could not find a number. I looked on their website, and they have specific information regarding this ************** charge and what you need to do to get a refund. I did submit my fuel receipt in an email and explained my situation. It has now been 10 days and 2 emails later, still no refund or response. This is very frustrating, and they make it darned near impossible to speak with anyone to make it right. My rental agreement #********* Date of return: 06/14/24 Rental picked up: ************************************* Rental dropped off: ***************************************************

  Business response

  06/26/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our apology for the billing error related to the fuel charge. I have issued a refund of $211.96 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Customer response

  06/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i payed ****** dollar for rental a car. I went to the car rental location and couldn't get the car and no one responded to me.

  Business response

  06/26/2024

  Complaint ID: ********
  ******************** Res#: ****************** correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  We are sorry to hear you were unable to rent with us in *******. We show you previously reached out to our **************** team; however, we are unable to locate your reservation with the information provided and our **************** team sent responses on separate occasions asking for your reservation number. We would like to offer our assistance with resolving this matter, but will need your reservation information in order to assist. Please provide your 11-digit Dollar Reservation ID which will begin with the letter J or K. Once received, we will be able to assist. 

  Customer response

  06/26/2024

  payment

  Business response

  06/29/2024

  RE: BBB Complaint # ********
  
  Dear **************, 
  Thank you for reaching out to us regarding your complaint. I am sorry to hear you were unable to receive a rental car for your recent reservation. If you booked through a third party, please know you will need to contact them regarding your refund. I am happy to check your reservation for you if you have a Dollar reservation number beginning with an H or K. I look forward to your reply. Have a great weekend.

  Customer response

  07/01/2024

   
  Complaint: 21877028
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I arrived at Dollar Car Rental at ***************************** on 23 July 2023 with a prepaid reservation from booking.com. At the time of pickup, I declined insurance, refueling, and SunPass toll. The agent requested I sign the digital pad (which I assumed was for the rental) and provide me with my rental vehicle. Upon returning the vehicle on 4 August 2023, I received the rental receipt via email with the above charges. This was the first time I saw that the declined insurance was charged. I immediately contacted customer service to dispute the charges, they instructed me to call back within 10 business days as they needed to escalate the situation to the *************** Office. When I called to check the status of the dispute, I was informed that because I signed for and did not cancel the insurance before returning the vehicle, they would not reimburse the funds despite this being an error from the ticket agent. I filed a dispute with my credit card on 2 September 2023, and after conducting their investigation they credited my account in full on 24 October 2023.Dollar Rental has since continued to attempt to collect the charges and has involved TSI debt collector. I have continued to dispute the charges and on 12 June 2024 I contacted TSI for a status update. They informed me the issue was cancelled on 18 April 2024 but when I contacted Dollar Rental they were still seeking collection of payment.This does not even include the lack of professionalism from the ticket agent at the time of pick or the fact that I still paid for a rental day although there were no vehicles available until well after midnight.

  Business response

  06/24/2024

  BBB Complaint: 21876068
  Rental Record: 425824114
  
  This is in response to *****************************
  
  Thank you for reaching out and allowing us to research and address your concern.
  
  Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced. After reviewing our records, I have made full adjustment to your remaining balance effectively closing out your collection account with a zero balance. Should you have any additional questions please feel free to reach us a *******************************.
  
  Best Regards.

  Customer response

  06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/20/24 I reserved a van for pickup on 6/11/24. On 6/11 I arrived at the rental agency to pick up my reserved vehicle. I had email instructions that directed me to an attendants desk "downstairs" after I arrived there and stood at the desk for about 15 minutes as they typed away they informed me I actually had to go "upstairs" so I did. They tapped some stuff into their system and sent me back downstairs. After getting back into line and waiting again I was told to "go to the van section in the back and pick one". I went back and there were no vans. So I had to wait in line yet again, and the attendant looked at me like I was nuts and went to the van section to confirm what I said. She then looked around and pointed to a van off to the side and said "take that one". By this time I am already late so I just take it. I took a few photos of that car, it was filthy, inside and out. Crumbs and mud everywhere. But I figured I could deal with it. I was headed out and made it to the exit gate and that attendant scanned some stuff on the vehicle and said "I don't know why they gave you this one, it has a service hold on it. You cannot drive it." so I had to return that vehicle, get in line again and they pointed out another van. This van was worse in every single way. It had very visible cosmetic/body damage. The carpet was completely ripped up in the trunk, there was food crumbs, snot on the back seats and dog hair everywhere. We actually cleaned out the inside the best to our ability so we could travel comfortably. But we didn't get to travel comfortably because of other issues. The key fob they provided to us was a "teen" key meaning many functions of the vehicle I paid for were unusable, such as the music. The k**** to the ac vents were missing/broken so we couldn't adjust the air. Las Vegas summer ***** so that also sucked. The right mirror kept swiveling outward so that the passenger had to roll their window down to move it back. I've not heard back from them

  Business response

  06/19/2024

  RE: BBB Complaint # ********
  
  Dear ****************,

  Thank you for reaching out to us regarding your complaint about your vehicle condition and wait time at pickup. I apologize for the pickup delay and confusion over where to pick up your vehicle. I appreciate you including pictures of your rental car for review. I apologize for the way you received your vehicle. All of our vehicles should be properly cleaned and assessed before being rented out, and we fell short of this expectation. As a gesture of our concern, I have refunded the amount of the ************ Charge, $115.58 back to your account. Please allow 5-7 business days to receive the deposit. You may view an updated receipt on our website in 3 business days. I have also sent you a $50 rental certificate for use toward a future rental, should you choose to give us a chance to try again. Please allow up to 30 days for **** to deliver your certificate. I appreciate you bringing this matter to our attention for investigation and appreciate you being a Dollar customer. Have a great day!

  Customer response

  06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/01/2023, I rented a car from dollar rent a car from the **************(rental agreement no. *********). They charged me $804.17 for it and I have the receipt as well as credit card statement to show as proof. Now 10 months later, they are harassing me that I need to pay $172.28 and there is no reasoning on why I need to do this.

  Business response

  06/18/2024

  BBB Complaint #********
  
  Rental Record #*********
  
  This is in response to **********.
  
  Thank you for reaching out and providing this information. I have reviewed your case, and must respectfully decline your request for a refund in the amount of $804.17. Upon reviewing your rental I see you booked through Expedia, and that Expedia declined to pay the voucher in the amount of $172.28 which is the cause for the letter from our billing department. I would kindly suggest speaking to Expedia regarding this matter.  In regards to the remaining balance of $804.17 was correctly invoiced. Again thank you for allowing me the time to review your concerns. 
  
  Thank you for contacting us.

  Customer response

  06/19/2024

   
  Complaint: 21853455
  
  I am rejecting this response because:

  If I have paid you $804.17 already for the rental, why are you sending me invoice of $172 again? Expedia didn't send me any invoice, you did and that also 10 months after I have rented the car and paid over the top for it. This is completely harassing your customer and punishing them to ever renting a car with you.

  
  Sincerely,
  
  *******************************

  Business response

  06/21/2024

  Hello *******************************,

  The $172.28 is because Expedia declined the prepaid amount for your Dollar rental. The $172.28 was then passed to you directly. If you are seeing a charge from Expedia you will need to reach out to them directly. 

  Customer response

  06/21/2024

   
  Complaint: 21853455
  
  I am rejecting this response because:

  I have already reached out to Expedia and they have no records for any communication with your business or if rejecting any payment to you and neither was I ever charged $172.28 by them. I rented the car from dollar on 8/1/23 and I paid $804 for it for which I attached receipt as well, this $804 was paid by me directly to dollar rental and that's the reason I have filed this complaint. 

  On the day, 8/1/2023 when I reached dollar rental at the **************, we were doing a cross country move and my 1 year old kid was crying while the people at the ************** dollar rental store exploited me to charge $804 for renting a bag ***** pilot and now you are somehow charging me $172 for which neither me or Expedia has any record. There is no basis for this charge.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 2nd, 2024, I made a reservation through ********* Airlines for a 2-day Dollar car rental. My reservation number was K8461943133. The estimate from ********* was $127.64. I was supposed to pick it up on Thursday afternoon, May 30th, at the ************************ and return it on Saturday, June 1st, by 2:00 p.m. I had a 6:50 a.m. flight on Saturday and returned the car a little after 6 a.m. I didn't see any attendants when I pulled up. There was a row of spaces with signs marked for returning cars. All of those spaces were full. I parked the car in the very next adjacent space. I didn't see any attendants when I got out of the car. I was running a little late, so I didn't go look inside the kiosk; I couldn't see anyone in it. I figured they'd find the car that morning. On June 5th, I got a bill charging me for a full week of rental and a late fee, a total of $738. The email said the car wasn't turned in until June 5th. Dolllar has no customer service numbers. Every number directs you to an electronic form. I have filled the form out twice. The electronic message says that responses to form submission would take 3-5 business days. It's been 8 business days. I find it hard to believe that the car sat there for four days and no one noticed. At any rate, I arrived back in *** on the 1st and turned the car in before 7 am, well before my 2:00 p.m. deadline. I would like a full reimbursement of the $600+ overcharge as it has caused some financial hardship. I have uploaded my original ********* reservation, an e-mail confirming that I did fly out of ********* on June 1st, and the bill from Dollar. I received no phone calls from Dollar. Their receipt says the car was returned at 8:41 am on the 5th. I don't know who was on duty but they didn't receive the car back from me. I was in ********.

  Business response

  06/24/2024

  Complaint ID: ********
  ******************** RR#: 153931046

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  After reviewing our records, we have determined a credit is due.  An adjustment of $580.87 is being processed to the account billed.  We sincerely apologize for the billing error. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. Rest assured, your concerns will be addressed with appropriate management for their full review. 
  
  Thank you for bringing this matter to our attention.  We appreciate your business and look forward to the opportunity of being able to serve you again.  
  

  Customer response

  06/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car on 2/29/24 from Dollar Rent a Car (DR). The representative indicated the cost for tolls would be $13.99. I agreed to $13.99. I was later billed $69.95 because the representative failed to inform me that the $13.99 was per day. Once I received the invoice, I contacted **************** (AE) to dispute the charges. **************** removed the $69.95 from my credit card. A few weeks later I received an invoice from DR for $69.95. I contacted AE, and then called DR upon the direction of AE. They stated DR should not be billing me directly because I have proof of dispute form AE. I contacted DR ************** on 6/11/24 and was told by ******* that I should call them back tomorrow because they did not have the invoice that was sent to me (Rental Agreement #*********, Invoice Date 5/31/24, Document# ************) and they should have it by tomorrow. I gave them 2 days and called back on 6/13/24. I spoke to ****** who said ******* was incorrect, they will never get the invoice and I should contact *****, their parent company *************,option 3,5). I called this number and ended up in the exact same place as I was when I spoke to *******. ****** said I should also try to contact DR via their website (www.dollar.com). Their website noted the following - Unfortunately your toll charges do not yet appear on your account. I am going in a vicious circle and getting nowhere, when this charge has already been taken care of by AE. Please help! They should not bill me for a charge that is not legitimate. Their representative should have indicated that the charge of $13.99 was per day. I would have never used a toll road if I knew the charge was so high.

  Business response

  06/16/2024

  RE: BBB Complaint # ********
  
  Dear **************,
  Thank you for reaching out to us regarding your toll charges. I have reviewed and attached the signed rental agreement. On page 1, you did sign and agree to the Toll Charges at $13.99 per day. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges have been correctly billed. Please let us know if there is anything else we can help you with. Have a great weekend!

  Customer response

  06/24/2024

   
  Complaint: 21845737
  I am rejecting this response because: There is no way I would have signed a document indicating a fee of $13.99 per day for toll fees if it was clearly defined on the form offered to me.  Again the agent for Dollar Rental did not indicate a fee of $13.99 per day, the women only said - the fee was $13.99 - therefore I should not have to pay this fee.  I should only have to pay a total of $13.99, not $13.99 x 5, or $69.95.  **************** agreed with me and I am not sure how you (Dollar Rental) refuse to do so.  

  Note, I apologize for the delay in responding. I was out of town from 6/17/24 through today 6/24/24, and I did not have tools to reply while out of town. 
  

  Sincerely, ********************* ************

  Business response

  06/25/2024

  BBB Case 21845737
  Rental Record 984626414
  
  
  This is in response to *********************,
  
  
  Page 1 of the rental agreement shows a breakdown of the charges. It shows the toll charges accepted at $13.99 per day. The charge is considered valid and no refund is warranted. 
  
  
  Thank you for contacting us.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car from Thrifty at the ******************************. I called customer service to extend it on the day before was due. You guys record phone calls with your agents so you can pull up the call. I was given a way higher rate to extend the vehicle then I was told to continue renting it at the current amount I could just keep it until I wanted to return it and then I would pay the lower rate at the location. Then a few days later someone named ***** from the Toronto ******* location contacted me via email. And asked me to provide a return date. I did June 29 2024 she then told me they would take an additional hold of around $1900on my card. I never heard back from them on June ********************************************************************************* to provide her with a different one. On June 12 she replied that the car had been sent to Repo because I did not contact them since June 7. I did contact her as well as the call center. You guys took the car while I was several cities away from ******* with all of my personal belongings in it. No one called me I verified again with the call center you guys definitely had my phone number. And she never replied to me for payment and your call center agent told me to pay when I return it. I am very upset about this. As a business owner myself this is terrible customer service.

  Business response

  06/15/2024

  RE: BBB Complaint # ********

  Dear Ms. ***************** you for reaching out to us today regarding your concerns regarding your failed extension. According to our terms and conditions, you must return the car to ***** by the due date specified on the rental record, or sooner if demanded by *****. If you do not return the car when required by this agreement, then after ***** sends you a written demand to return it, sent to your address shown in your enrollment or otherwise provided to *****, ***** may remotely disable operation of the car and, at your expense, recover the car where and when it is found. The ***************** is not responsible for personal property left in our vehicles. If items are found, we allow them to be kept in our lost and found at the location for a period of 30 days. Please reach out to the location directly for further assistance with your belongings. Please also follow the following link to our lost and found site to see if your items have been found.
  *********************************************************************************************************************. I appreciate the chance to review your complaint today. Have a good weekend!
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩