ComplaintsforDollar Car Rental

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 26 my flight got delayed in ******* and I had a car booked for the time I was supposed to get there but my flight got canceled and switched to the next day and I tried to make it because of layover that was almost a whole day .so when I tried to call it and move the day no one picked up and they eventually canceled my reservation but not only that I informed them that my plane got delayed and my layovers send them an email through my third-party booking agency and still no response to when I got there at the counter. They had cars but they didnt have my reservation no more so I got charged Im just wanting to get my money back because, I informed them and I called them and still no one answered and I didnt get a response.

  Business response

  07/04/2024

  BBB Complaint: ********

  This is in response to ***************************.

  We are unable to locate this booking with the information provided. Please provide your confirmation or reservation identification.

  Thank you for contacting us.

  Customer response

  07/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the itinerary number is ************** and the confirmation is *********** 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/24/24 I went into the Dollar Car Rental as *****************. I upgraded the car and added insurance. I was advised that the rental was due back at 11:20AM on 5/27/24. I paid $461 this included a deposit and was advised that I would be charged $260.63 upon return and the deposit would be returned. I was charged $342.11. Initially it was reported that it was due to the upgrade and now they are stating it was due to the vehicle being returned late which they are noting it was returned at 11:30AM. I returned the vehicle to their garage at 11:08AM. My fianc and I waited for the attendant to check in our vehicle and because there were a line of cars and they were understaffed on this date, the reported that he needed 10 min to check it in. I advised that our vehicle was due back at 11:20AM. He reported that there is 45 min grace ****** and that he would ensure it was checked in within the next 10 minutes. Which unfortunately I am now aware that it took them 22 min to process the vehicle return.

  Business response

  06/29/2024

  RE: BBB Complaint #********
  RR # 150950785
  
  Dear Tajmia ******,

  Thank you for reaching out to us regarding your concerns over your recent rental bill. My sincerest apologies this has been difficult to get resolved. I have issued a refund of $81.48 back to the card we have on file for this transaction. Please allow 5-7 business days to receive those funds back into your account. You may view an updated receipt on our website in 3 business days. I appreciate you allowing me to investigate and assist with this issue. Have a great weekend!

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a car reserved for May 23, 2024. On the evening of May 20, 2024, a family member passed away. My husband and I determined that I would travel to visit our family, and he would continue the trip to ****** without me.On May 22, 2024, I spent two hours on the phone with my travel agency (Chase) and with Dollar Rent-a-Car, trying to get the reservation transferred to my husband. I was repeatedly told it could not be done. Dollar would neither transfer my reservation, nor cancel and refund it.My husband arrived in ****** on May 23 and went to talk to Dollar in person. He had photos of both our marriage license and my driver's license, and I was available to give oral consent on the phone. They still would not give him the reservation since it was in my name.I have asked them several times to refund the reservation since they would not give a car to my husband. They have refused. They say I was too late to cancel, but this was a death. We could not plan ahead for it.I believe Dollar is regularly implementing policies that are so inflexible many, many people have unfairly lost money to them without receiving the service they paid for.

  Business response

  06/29/2024

  RE: BBB Complaint # ********
  Reservation # K8462461361 
  

  Dear Mrs. ***************** you for taking time to reach out to us regarding your concerns. Firstly, I would like to express my condolences to you and your family during this time of bereavement. I can certainly understand that wanting to deal with this issue is the last thing you wish to be doing right now. I wish you and your family peace as you miss the company of your loved one. I have viewed your reservation, and after further review, your booking was made through a third party booking source. Since you did not rent, we did not receive any funds. Please reach out to the Third Party source with whom you booked for assistance with your refund. I appreciate your time you have taken to contact us and wish you a safe and comfortable weekend.

  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $87.00 under age rental fee. I booked directly through AAA, which waives the under age rental fee. I have called at lease 10 telephone numbers listed on Dollar website and have not been able to speak to a live person. I have sent 2 email inquiries from the Dollar rental car inquiry pages, again with no response. I would like a refund of the over charge of $87.00.

  Business response

  06/30/2024

  RE: BBB Complaint # ********
  
  Dear **************,
  Thank you for reaching out to us regarding your complaint over the underage fee. I am happy to take a look at your invoice and see what we are able to do to. Please provide your reservation or rental record number for further assistance. Thank you!

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 20, 2024 I was charged $391.53 for a 2 day car rental. This included a $120 upsell which the business claims I agreed to. At the time, I told them I wanted the cheapest possible car. They told me to sign in various locations on a document as part of the rental car agreement. When I complained and asked for a refund, the business claimed one of these initials was to approve the upgrade though this was entirely unclear at the time when I was rushed to sign the document.I made it clear I was not interested in an upgrade but was upgraded anyway.

  Business response

  06/28/2024

  BBB Case 21901769 
  RR No: U45127983 
  
  This is a response to ***************************;
  
  With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. 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 are valid, and no adjustment is warranted. 
  
  Thank you for contacting us. 

  Customer response

  06/29/2024

   
  Complaint: 21901769
  
  I am rejecting this response because:

  This was a predatory business action. I was rushed and not given time to review the contract. When a customer directly expresses a desire, it should not be directly ignored. When I booked the car,  I did not book an upgrade therefore it should not have been part of the contract in the first place.

  
  Sincerely,
  
  ***** Del *******

  Business response

  07/04/2024

  BBB Complaint# ********

  Rental record# U45127983

  This is in response to ***** Del *******

  Respectfully, after thorough review, the charges that have been billed are deemed valid, and no additional adjustments are justified. We uphold the charges that have been billed and believe the matter has been thoroughly addressed. 

  Thank you for contacting us. 

• 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:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved a car from Dollar Rental Car in ********************* through Priceline for pick up December 22, return December 27. We arrived and they had no cars and said it would be 4-6 hours before we could get a car. Priceline and Dollar refunded our original $173.00 and made a new reservation for pick up at ******************************** the following day for $140.12. We took an **** to our destination, near ********************************. When we picked up the car on the 23rd we explained the situation to the desk agent and told them we would be flying out of ************* on the 27th, would there be an issue dropping off at ************* instead of IAH? They said it would not be a problem. We returned the car as planned to Hobby on the 27th, on time and full of gas. Mid January we got a charge of $838.95 from Dollar for the rental. We would like our $698.83 returned or credited to our **** card.

  Business response

  07/08/2024

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

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

  We apologize for any frustration caused by the change in the rate applied to your rental. Our records show, when your second booking was made for rental at ************************, the Priceline agent who made your reservation input that the vehicle would be returned back to the same location. Therefore, the rate outlined at the time of booking cannot be honored. 

  While we are unable to recreate a verbal conversation that took place between yourself and our agents at the rental counter, we must advised the change in rate when the vehicle was returned one-way to ******* Hobby are valid. However, as a gesture of customer service, we have pulled the applicable rate for these rental terms and applied this daily rate to your invoice. This change has resulted in a refund of $609.84 processed to the card originally billed. Though processed today, please allow up to 5-7 business days for the funds to show on your billing statement. 

  Customer response

  07/08/2024

  
  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.
  As a frequent traveler and loyal client of Dollar and Hertz for many years I just wish there was a more human response to customer service. If ******************** would have honored the original contract at ************* there wouldn't have been any issue. Thank you for your help in resolving this issue.

  
  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

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to file a consumer complaint against the deceitful practices of Dollar Rental Car in *******************. We have tried to amicably resolve the issue of them overcharging us on a rental in the amount of $414.09. We booked through Expedia, prepaid for the rental and we were supposed to be charged at counter $282.90 upon return of the vehicle which included all taxes and fees. Upon drop off we were charged $696.99 -- an overcharge of $414.09. Even more frustrating, we immediately contacted Dollar upon our return as well as **** of America credit card. We have received excuse after excuse from Dollar Car Rental company, and each time the excuse or story changes. Apparently, Dollar has a reputation of overcharging customers, and doing a ************** They overcharge their customers for no reason and since they know the customers need to fly out and get on a plane, once the customer leaves the airport, ******************** uses a "gotcha tactic" and then avoids any and all refunds for overcharges once the consumer gets home, and contacts them to be refunded. I want a refund for the overcharge of $414.09 which Dollar has claimed was as a result of fuel charge, as a result of ************ not part of voucher all of which are false. Dollar has given us excuse after excuse. And each time the story changes.

  Business response

  06/26/2024

  BBB Case 21888945 
  RR No: 112150371 
  
  This is a response to ************************;
  
  Our records show that you have already been provided a refund of $96.02 on 05/30. Please be advised that the additional taxes and fees were not included in your Expedia prepayment. I apologize for the confusion, however the charges are correct and no further compensation is warranted. 
  
  Thank you for contacting us. 

*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. ↩