ComplaintsforDollar Car Rental

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was overcharged by Dollar. I never agreed to pay for an extra insurance. As a matter of fact, we told the front desk person at ********************** that we did not want the insurance and provided her with our own insurance information. We went to ******* to buried family and this people took advantage of us. I called Dollar and I was told a note was going to be placed on my record but I had to go to the desk and ask for it. I did and the African American supervisor that day claimed that we put it on the record online ourselves and that is not true. They put it there. Priceline also told us to ensure they did not because Dollar has a pattern of doing this and they wanted to make sure we were aware.

  Business response

  07/03/2024

  We are a Dollar Licensee; we do not have a location in ********  From looking at the receipt provided the customer rented from the ***************************** which is a corporate location.   Please refer the customer and this complaint to ******************** Corporation. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I paid 322.16$ for a rental car to be picked up from Dollar Rental Company on 4/1/24. Upon picking up at the counter, the clerk asked me if I would like additional liability insurance on the car. I declined and she stated ok so just the standard then and I again further declined and stated I didnt want any extras and would be using my own insurance. She asked what car insurance I have and took that info down. I was then billed for the additional insurance that I explicitly declined multiple times. They also billed me for roadside assistance that I didnt request or use. I ended up being charged 328.21$ additional when I was only expecting to be charged 69.95$ additional for a child car seat that I requested. I have attempted to speak with customer service multiple times at this company and there is no one to speak with when you call their number. Over all I ended up paying the company over 650$ for a rental car. Upon reading ****** reviews, it looks like this is a very common scam that the company runs and this has happened to many others before me.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I rented a Mid Size SUV in Orlando at the airport Sept 9-16th 2023. The rental agreement ************ I arrived and waited in line for an hour after being told the day before proceed to the kiosk in the garage. After driving a distance on the highway and hearing noises I became concerned and got off the highway to my resort. I then heard scraping and sounds like the back of the car were coming through to the front. Realizing that brakes and rotors were not good. I went to the resort to rather than get on a busy highway again. There I called the roadside assistance. It took an hour or so over the phone to fill out the paperwork. I then had to wait over an hour for the tow truck to come and take the car. ( The driver looked at the brakes and rotors as there were spoke hubcabs) and stated this car is bad and you shouldn't be driving it. After the tow truck came I had to wait for an uber and go back to the airport ( another 45 min) and wait in line again to get a new car. They were rude and refused to get a manager. I finally asked someone walking by to help. He did and went to get a new car. I asked for an upgrade for my troubles. He said he would do that. Surprise that he did not. after an hour filling out paper work and waiting i got a different car. Now another 45 - 1 hour back to the resort. I wasted my whole first day of vacation. Missing the baseball game that we had planned on seeing. The worse part is that i was put in an unsafe car in which my life and the lives of others were at risk. Brakes don't go overnight. It is negligent on their part. I have reached out to Dollar and ***** and were sorry for the inconvenience, Therefore they gave me points on my account and a $28 credit. This was way more than an inconvenience. It was an unsafe situation.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  Rented a car from Dollar at HNL airport on 7/19/2023 (RE: *********). Returned the car to the same site on 7/25/2023 with a full tank of fuel. We filled the tank 6 miles from the airport. Received a letter dated 7/27/2023 saying that the tank was not filled and needed 17.03 gallons and that I would be charged $125.15 additional as a penalty. Immediately contacted Dollar customer service who confirmed that the tank was indicated as full during return. However, they would not cancel the charge without a receipt for the fuel. Another passenger paid so I don't have that receipt and do not have access to it. But then again, why do I need a receipt if they agree it was full when returned? Spoke to a manager. Same runaround. I am being fined for their mistake and they refuse to cancel the errant charge.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was rented a vehicle for 9 days on 7/31/22 for $1207.06. I told the agent I was using it to attend my parents 60th Anniversary in NY. I left for NY on Tue.8/2. During the trip, the accelerator became jammed numerous times and I needed to pull over. It was frightening, and I felt it could be dangerous. I called the phone # listed on my rental document but it rang with no answer. I called the 800# listed and spoke to the roadside assist, but they explained my rental agreeement could not be found because I rented from an independent agent and referred me back to the local (321) # on the agreement. As soon as I arrived at my destination, my brother called & spoke to a Mgr. April at *************. She advised us to leave car at Islip McArthur Airport, end my rental and find another rental from another company for a one way drive home. We went there, and there was No Dollar/Thrifty rental counters at that airport. Nobody had available cars and were sold out. I felt stuck, with no options offered of assistance. This car which was older leaked huge oil puddles in my family's driveway. The power steering was very stiff and low on fluid which we topped off. I reluctantly decided to limp home slowly in this car. When we reached Virginia- the air conditioning conked out and we had to deal with that in the sweltering summer heat for the rest of our drive. We called the company again and spoke to Jessica whom said, " sorry" and would report to corporate mgmt to call us back. That never happened- They just DID NOT care! It was one of the worst experiences of my life. It was a terrible car, which should've been retired. It was dangerous to leave me and my family to drive it home. When I did arrive home and returned the car to the Airport, I was met with a combative attitude by the man at the counter. He told me that I wasn't supposed to leave the state. Now they are charging me $250 extra for that. I never agreed or signed for that. I will dispute this charge and call a lawyer.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/12) */ This customer rented a vehicle that was to remain in the state of Florida. She signed a contract that she agreed to these terms or an out of state fee would be charged (a copy of the signed contract has been attached). The customer never told the agent during at the time of rental that she would be leaving the state. On 8/1/22 someone claiming to be our customer called and said that she MAY need to leave the state because her mother was sick. The customer that is on this contract never called to complain about this vehicle: a man called that is not on this contract. The person who called was advised to leave the car if they did not feel safe. The car was returned by someone other than the customer on the contract. She portrayed herself as the customer who rented the vehicle. We have video documentation. Upon inspection of the vehicle, our certified mechanic found no issues with the accelerator, AC, or power steering. It appears that the customer who rented the vehicle gave it to someone else to drive and they did not want to pay for the rental. The customer on the contract will be placed on our do not rent list for violating our policy.

• Initial Complaint

  06/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see attached document with all the details. In short, we rented a car 6-9 May 2022. The car turned out to be faulty with illegally worn tires and a temporary repair which failed while we were driving. Dollar provided no help while we were unable to use the car. I paid to get the tire repaired. On dropping the car back at the rental desk, the assistant looked at the tires and said the car should not have been sent out in that condition. The assistant said his manager would arrange a refund and pay for the tire replacement, and would email me that day, the 9th. The Manager did not contact me, by the 13th I phoned, spoke to the Manager who refunded $265. I had spent $388 more than this as a result of having a faulty car. I had missed a whole day of my vacation with my family. Worst of all, we had been put at risk of injury and or death by the actions of Dollar. I am seeking your help to get a full refund and the money I spent replacing the tire. Photos of the tires, rental contract, tire receipt and taxi receipts are attached.

  Business response

  07/26/2022

  Business Response /* (1000, 14, 2022/07/05) */ ***Document Attached*** Customer was refunded more than he requested. Attached is his receipt. Consumer Response /* (3000, 16, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dollar state that I was refunded more than I requested. That is totally incorrect. When the refund for $265 was made I told the Manager that I did not accept that was sufficient and that I would pursue this. This small refund was only made because I chased Dollar for it, five days after they promised it would be done. The car was supposed to have undergone a full maintenance check before we picked it up. As it turned out both front tires were illegally worn. One tire had a temporary repair which failed while we were driving. I think the absolute minimum acceptable refund would be the $130 I paid for the tire to be replaced, plus the $265 that has been refunded already. I would expect a large International business like Dollar to consider the impact this had on our holiday more seriously, and the fact they put our lives in danger. A further discretionary refund approaching the full amount we paid, $524 would be far more appropriate, so a further $260 approximately. As it is, Dollar rented us a car with two illegal and unsafe tires, they received back a car with one brand new front tire, saving Dollar the cost of replacing it and paying a mechanic to do so. The current refund leaves Dollar financially even, having rented out a car that was not fit for purpose. Business Response /* (4000, 18, 2022/07/08) */ Customer was refunded appropriately. Customer should have never replaced tires on his own discretion. We match tires to all 4 tires. Customer should have called roadside assistance; Roadside would have exchanged the vehicle for him. There will be no more refund issued for this contract. Consumer Response /* (4200, 20, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dollar has replied saying I should have callled roadside assistance who would have replaced the vehicle. A replacement vehicle is exactly what I expected rather than having my holiday disrupted. I did call them, many, many times. Initially they just said they could not help, but did not explain why. On about the fourth phone call the Dollar representative explained that they could not find my rental agreement, or the vehicle license plate on their computer. So they could not do anything. They tried phoning the rental desk at Melbourne Airport several times, but there was no reply. I called the rental desk from our rental villa too, several times, that day, no reply. All this was mentioned in my original complaint. My Son contacted Dollar by Twitter, over a period of some hours that afternoon and evening. Again, Dollar said they could not find a record of the rental and could do nothing. At no time was any assistance offered, the vehicle should indeed have been replaced, as Dollar have now confirmed. But it wasn't. There are two main reasons I feel I am due a full refund. One is the fact that we were given a vehicle with illegal tires, secondly the fact that Dollar's computer systems meant I was given no help.

*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. ↩