ComplaintsforDollar Car Rental

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In December 2023, I rented a car for June 8-15, 2024. I selected the pay now option for a better price. They had me pay the base price of $510.39 which was charged to my **** on the date of 12/19/2023. Upon returning the car, on June 15, 2024, they charged me not only the taxes, et cetera that were due in the amount of $235.25, but also they charged me the $510.39 again.(Total of $745.64). I have called at least a dozen phone numbers for dollar Rent-A-Car and hertz who are they are in with. All numbers either are automated with no way to speak to a person or all their customer service numbers when they answerthis call cannot be completed at this time. Please try again later. I have been trying these numbers for days now with no resolution no one to speak to to get my $510.39 back. I have paid them a total of $1256.03 when I shouldve been charged $745.64. I have proof of those two payments on my credit card statement which I have paid off.

  Business response

  06/26/2024

  BBB Complaint: 21882338
  Rental Record: *********
  
  This is in response to ***************************
  
  Thank you for taking the time to bring your concerns to our attention.
  
  Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced regarding this billing error. A full adjustment has been made to your rental record *********, resulting in a refund of $745.64 to **** x9614. We ask that you allow 3-5 business days for processing.
  
  Best Regards

  Customer response

  07/02/2024

   
  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reserved a mini van specifically on April 16th 2024 to pickup on June 1st 2024. Pre paid for it as well. Went to pick up and told they had no mini vans available. I really needed a minivan due to a ***** mile road trip with my grandmother who has a harder time getting in and out of vehicles. We also needed easier access to our cooler instead of reaching over the back seats to access drinks and snacks. We also needed the room for additional passengers at specific destinations visiting family. All of this was explained to the representative but told him I really needed the minivan. He said I could check with other companies to see if they have a van. Sixt had a minivan. I got to the point of being told the price and it was double. I did not have time to argue or fight I needed to get home as sleep as I was driving nearly ***** miles that night. I told him to tell the dollar rep that I would just take the ****** I had asked if it was recently serviced due to such a long road trip and was told it was. Upon entering the vehicle to leave the airport area and returning home to start figuring out the Tetris game to pack it I saw it was not cleaned or detailed at all. I spent at least two hours cleaning up the previous drivers spilt drinks and food along with dog hair everywhere. Another task I should not have had to do as a paying customer who booked well in advance. I also checked information on the vehicle and found out it required premium fuel costing us much more money for the nearly ***** miles driven. The second day of the two week trip the maintenance light came on showing it was not recently serviced at all. Within a week the windshield fluid low light came on and I barely used the washer fluid I cleaned the windows every time we stopped for fuel. My grandmother was not able to stretch out the way she would have been able to in a mini van and her ankle and foot swelled from being cramped up in the vehicle. She had to sit out some sightseeing in various areas.

  Business response

  07/01/2024

  Complaint ID: ********
  ******************** RR#: 155083191

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

  Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental, I can see that the branch have followed our policy correctly by providing the next available vehicle class with similar seating capacity of the booked class. 

  One point we would like to address is any issues encountered during your rental with the vehicle provided. All Dollar vehicles are to be thoroughly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary. 

  Having reviewed our records, we do not show our ERS team was contacted to report any issues or to allow for us to address any concerns with the vehicle. For your future reference, if a customer encounters difficulties or is unhappy with the vehicle for any reason while on rental, we ask that they contact the Dollar ************************** immediately to arrange for repair or exchange of the vehicle.  ************ is provided with as little inconvenience as possible to our customers. 

   

   

   

   

  Customer response

  07/01/2024

   
  Complaint: 21883003
  
  I am rejecting this response because:

  although policies were followed the vehicle was the only one dollar had that was within that policy. It required premium grade gasoline which cost significantly more. There needs to be reimbursement for the extra expense which is 100% dollars fault due to not having the booked vehicle available. Also as mentioned I had a strict timeline needing to be followed I did not have time to deal with exchanging a vehicle. As you can see would I not have made the correct destination (again dollars fault) I would have been fighting for the additional compensation. I feel the proper way to address this may be legal action due to false advertising and inability to accept accountability. 
  
  Sincerely,
  
  ***********************

  Business response

  07/05/2024

  BBB Complaint: 21883003
  Rental Record: 155083191
  
  This is in response to ***********************.
  
  Thank you for reaching back out and allow us to assist with your concern.
  
  Hertz thoroughly reviews all customer inquiries.
  
  We extend our sincerest apologies for the unavailability of the minivan you have reserved at the time of your rental, while we strive to provide the exact vehicle reserved there are occasional unforeseen factors that affect our ability to do so.
  
  We fully understand that receiving a different class of vehicle can lead to a significant inconvenience and we regret any disruptions this may have caused you.
  
  We understand apologies are seldom sufficient when customers receive poor service, and I regret your inconvenience. Every effort will be made to serve your future needs in a manner more consistent with your expectations and our standards. As a gesture of good will we have mailed out a $100 rental certificate for future use.
  
  Best Regards.

  Customer response

  07/08/2024

   
  Complaint: 21883003
  
  I am rejecting this response because: a $100 rental voucher is useless and forces me to use the same company that caused me and my family serious inconvenience, pain, and more monetary cost. Fuel alone is approximately $1.00 more per gallon for premium. ***** miles at 25 miles per gallon is 206 gallons of fuel. Thats a minimum of $206 more on cost because of failure to provide vehicle reserved and pre paid. 
  If this company wants to solve the issue they can simply refund the credit card used to rent the vehicle. The fact that the reserved vehicle was not provided nor are the apologies sincere and add in the additional expense I would say $750 credit to the credit card used is more than fair. Maybe in the future the business will learn to follow through on pre paid reservations or dont allow reservations at all make it first come first serve. 
  Sincerely,
  
  ***********************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car with them on 4/30/24 . The transaction # is *********. The car was returned on the correct day of April 17th 2024. When I dropped it off I was instructed to leave the keys in the car and I was all set. I waited a week didnt get my closing receipt. Ive called dollar rental and hertz many times and they are not helpful. It came to the point where I have disputed it with my credit card they charged me for the car I till 5/29/24. It took them that long to find the car when I have picture returning it on 5/17/2024. My card was charged an excess amount of ****** . This company is unorganized and unprofessional. I will never rent with them again !!!!

  Business response

  06/28/2024

  BBB Complaint #********
  
  Rental Record #*********
  
  This is in response to *******************************.
  
  Thank you for allowing me the opportunity to review your concerns. My apologies for this situation. I have refunded the extra day charges in the amount of $444.75. Please allow 7-10 business days to reflect in your account. Again my apologies, and I do hope you give us the opportunity to serve you again.
  
  Thank you for contacting us.
   

• 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

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wish to file a complaint with you regarding the *************** Dollar rental car company. My frustration is beyond words of the service, or lack of, at this location the weekend of 3-5 May 2024.The total should have been $307.68 as shown on the receipt I received at the return location from a person, but I was charged $607.68.We returned the car the evening of 5 May to a cluster at the return end, were told to leave the car with the keys on the dashboard and see the lady in the booth to return and get the receipt.I have now been charged $250 for a lost key, and $50 for towing because they lost the key. I did not nor would not keep a key to the car and would like a copy of the video from the airport parking structure showing the events that occurred. After further investigation, I located a ******** page indicating this is a new trend at Dollar (***************************************************************) at ***, ******* and other locations not disclosed. Attached is the receipt for the return, the email between myself and the Operations manager that left me to believe they had the key along with a letter from my passenger who saw what transpired.I contacted the *** ***************************** on LinkedIn, left several messages with the Operations manager ********************* at the *************** location and neither has contacted me back. As I cannot find a number for an individual who will speak to me about this, I am left to contact you. Any help you can provide would be greatly appreciated. I wish for a refund of the $350 they stole from me.Thank you

  Business response

  06/26/2024

  Complaint ID: ********
  ******************** RR#: 128984074

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

  Our records show you previously contacted our **************** team regarding the additional charges billed. On 06/21/24 a refund of the Key Replacement Charge and the Towing Fee was processed to the charge card on file. Though processed on this date, it will take up to 5-7 business days for the funds to show on your billing statement. We are pleased to see our **************** team provided assistance in addressing these concerns. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from Dollar Rent A Car from 6/4/24 to 6/8/24. A family emergency required me to stay an additional day. When I tried to extend the rental via the Dollar website prior to the rental date, the website would only allow me to cancel and forfeit the $194.32 deposit (which I paid using AMEX) and they would not transfer the deposit and extend the rental. I called the company and was told to come to the rental counter when I arrived to pick up the car. At the counter they told me they required a credit card from the person who was the primary driver (my husband) and to just keep the car an additional day and they would add an extra day to the rental when the car was returned. When we returned the car, we were told we had to be charged a full week (we only rented the car a total of 5 days). Dollar kept adding 'pending' charges to my husband's Mastercard and finally charged him $517.75 and did not refund the original $194.32 charge to my AMEX. So the total we were charged for a 5 day rental was $712.07. Dollar is not responding to my requests for a review and refund of some of that money. And they were not true to their promise to only add an additional day or rental to the original contract.

  Business response

  06/18/2024

   
  In response to the inquiry by Mr. *************************, under the rental agreement 156903714, the $194.32 is not a deposit. The $194.32 is the customers prepayment applied to the reservation as indicated on the invoice (attached), on the receipt it is listed as "voucher value". No refunds are due for the reservation. 

  Customer response

  06/19/2024

   
  Complaint: 21868144
  
  I am rejecting this response because:  The final charge of $712.07 for 5 days of car rental is excessive and unfair.  Dollar Rental told me one thing at the time of the pickup of the car and then did another thing when it came time to return the car.  That is unfair and unjust.
  
  Sincerely,
  
  ***********************

  Business response

  06/22/2024

  RE: BBB Complaint # ********
  
  Dear *********************,
  Thank you for your response regarding the rate increase after your rental extension. I am sorry to hear that you had a family emergency requiring you to stay on your trip longer than expected. As a one-time gesture of goodwill, I have matched the original rate of $48.58/ day x 4 days and the extra day being the agreed rate of $53.98/day. Your refund for this rate change is $326.78. Please allow 7-10 business days for the refund to posted to your account. You may see an updated receipt on our website in 3 business days. I appreciate the time you have taken regarding your complaint and thank you for allowing me a chance for mutual resolution. Thank you for being a Dollar customer! Have a great day!

  Customer response

  06/28/2024

   
  Complaint: 21868144
  
  I am rejecting this response because:

  I have received the generous offer of $48.58 / 4 days plus $53.98 for the additional day.  I have also confirmed a refund to my husband's Mastercard of $326.78.  The remaining amount after the refund is $190.97 and if you add in the original amount charge by ***** to my **************** of $194.36 - the total amount of the charges is $385.33.  In order to close out this complain I would appreciate if DOLLAR would provide a receipt of the final amount I should be paying/billed.  Once I have received this, I will accept the response, drop my dispute with **************** to withhold the charge of $194.36 and close out this complaint. 
  
  Sincerely,
  
  ***********************

  Business response

  07/12/2024

  RE: BBB Complaint # ******** 
  Rental Agreement Number 156903714 
   
   This is in response to ***********************. 
  
  As previously stated, I regret the inconvenience this matter has caused you. It is in accordance with our requirements thar primary renter must be present when extending a rental contract. I understand your frustration regarding this matter. However, our location did follow proper procedures. I have processed a refund of $136.99. The additional day billed for $53.98 is a valid charge and will be applied. Please allow 3-7 business days to receive your refund. 
  
  I hope you will respect our position on this matter as we consider it fully addressed. 

  Customer response

  07/15/2024

   
  Complaint: 21868144
  
  I am rejecting this response because: I AM REQUESTING A FINAL RECEIPT ITEMIZING THE CHARGES.  I AGREE WITH THE ***** OF $385.33 BUT HAVE NOT RECEIVED A FINAL RECEIPT.  I UNDERSTAND I AM BEING CHARGED AT $48.58 / 4 days plus $53.98 for the additional day.  

  ONCE I RECEIVE A FINAL RECEIPT I WILL CLOSE MY COMPLAINT

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a car from Dollar Car Rental at the **********************. Airport on March 14, and returned the car, according to the agreed upon return time on March 17 around 3am to the return center. I had a flight out of ****************************** at 5:45am. I received the invoice for the rental and it states that I returned the car TWO days late, accruing additional charges of $117.32. I could not have returned it two days late, as I had to catch a flight home that same day. I have tried calling their number posted on their website, but you cannot talk to a human being to resolve the issue. They direct you to the website to file a complaint. I have done that twice now and have not heard back from them. Already the time I have spent trying to resolve this is hardly worth it, but it doesn't seem right that they can just steal money from people like that!

  Business response

  06/25/2024

  Complaint ID: ********
  ******************** RR#: 101982366

  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 additional time billed on your recent rental. Our records show your rental began on 03/14/24 at 14:15h and was scheduled for return on 03/17/24 at 03:00h.  This would be a 3-day rental based on this information as we bill on a 24-hour minimum cycle.  Our records show the vehicle was returned and closed out on 03/18/24 at 14:58h which would incur an additional day charges.  

  We have been unable to confirm an earlier return than the above-mentioned date and time. In order to better assist, please provide us with your proof of departure from the ****** ***** location on 03/17/24. This can be a boarding pass or similar.  

  Customer response

  06/25/2024

   
  Complaint: 21850945
  
  I am rejecting this response because:

  My flight receipt is attached. The flight departed at 5:45am.

   

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

  Business response

  07/01/2024

  Complaint ID: ********
  ******************** RR#: 101982366

  This correspondence is being sent in response to ***************************. 

  Thank you for providing the requested information.  We apologize for the billing error made and have processed a refund of the amount charged in error. The credit of  $113.32 was processed today, but may take up to 5-7 business days to show on your billing statement. Rest assured, we will be reviewing this matter with our Area Manager in ****** to ensure proper procedures are being followed and to take corrective action where deemed necessary. 

  Customer response

  07/01/2024

   
  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. I am grateful to Dollar Car Rental and to the BBB for appropriately rectifying the situation and returning the money owed me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 3, 2024 I made online reservation with Dollar Car Rental (***) K8463493448 for an SUV. It was to be a one-way rental from *************** to *********************. Total cost was to be $65.44 May 10, 2024 I arrived at *** and the reservation had changed to cost $79.01. The agent named ********* said it had to do with local airport taxes. While standing at the counter I simply made a new reservation online (K8543648202) at cost of $68.43. The car they gave us was a ******* Ioniq. I had never heard of that make of car and asked Is it Electric? and ********* said no it is a Hybrid. We both made a joke about how bad electric cars are, especially for renters on vacation and ********* assured me again that it was a hybrid. The *** "rental record" (*********) they gave me stated I was responsible "to replace fuel used or pay a refueling charge of $10.66 per gallon" After driving only about 50 miles toward ************* a warning light comes on the dashboard telling us the car is at 13% and needs CHARGING. I said OH NO this car is electric It was after midnight when the car ran out of battery power after only traveling 70 miles. We left the car in a 7-11 parking lot at the corner of ************************************************************. The next day I called DRC roadside assistance and had them tow the car to a charging station. I charged it and brought it back to the ***************. *** charged me $68.43 for a car I did not request (electric) and a towing charge of $195 to tow their electric car that only traveled 70 miles before running out of battery power I opened a case with DOLLAR/HERTZ, (Case # ********) however they say that since I did not pay for ************************ I am responsible for the towing charges. This seems ridiculous to me. My credit card was charged $263.43. I would like this refunded.

  Business response

  06/26/2024

  Complaint ID: ********
  ******************** RR#: 143331624

  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 troubles encountered during your rental with the vehicle provided to you. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. Whilst we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur,our policy is to provide a vehicle from the next available group at no extra cost. This can include our Electric Vehicle (EV) fleet.  

  However, we are concerned to hear that our staff at the branch did not properly advise the vehicle being provided to you was an EV or that the vehicle did not have a full charge before being released for your rental. Based on this information, we have determined a credit is due.  We have processed a refund of your refund charges as a gesture of concern. Please allow up to 5-7 business days for the funds to show on your billing statement. Rest assured, your concerns are being addressed with our Area Manager for their full review and corrective action where deemed necessary. 

  Customer response

  07/02/2024

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

  I am grateful that they refunded me all the money ($263.43) and I want them to know that. However, I feel that I should tell them that I am very reluctant to do business with them in the future, or even recommend them to my friends and associates. Please allow me to explain: My issue was fairly straight forward. I received an EV car that was not fully charged and ran out of battery after only driving for 70 miles. I was stranded and had to call for roadside assistance (the next morning since it was after midnight) and get the car towed to a charging station so I could return the car fully charged. Once a competent Dollar Car Rental (DCR) agent heard the story (thanks to BBB) it was obvious that a refund was in order. Unfortunately, I had to send over 10 messages to various DCR agents (Either real humans or Ai, I dont know ;-) trying to explain this incident. While they were all kind & polite, they had no authority to do anything about this except to apologize, which was not enough to satisfy me.

    In addition, I never did get a response about why my initial reservation (K8463493448) from May 3 for $65.48 was changed by DCR on May 7 (Same reservation number) to a car that was to cost me $79.01. That bothers me to think that a "reservation" can be altered using the same number. That goes against the legal and ethical definition of what a "reservation" is. (see attached documents)

    I understand why big companies have stopped offering **************** via the telephone. I don't like it but I get it. However, I feel bad for the many other people who may have had a bad experience like myself who do not have the determination or the ability to explain in detail on paper what has happens to them. I dare say, most people would have given up and just said "It is not worth the trouble- JUST PAY IT"  As you can see I was not inclined to do that. I really hope your company (DCR) can improve in this area. You customers with legitimate complaints will surely appreciate it.

  Thank you for taking time to read my comments. NO hard feelings.

  Your neighbor,

  ***********************

  ************

   

• 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,
  
  ***************************

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