Business Profile

Auto Rentals and Leasing

Dollar Car Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

Customer Complaint:
Dollar Car Rental requests and BBB recommends that if you have any complaints or concerns, please contact Dollar's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Dollar Car Rental's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Dollar and its locations throughout the world.

Complaints

This profile includes complaints for Dollar Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,704 total complaints in the last 3 years.
500 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:10/13/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put in a reservation for a vehicle to be picked up at **** on Wednesday, 10Oct2022. I have my confirmation email that states the vehicle would be ready once I landed in ******* (***).It is currently ****, and Im being told that I can just wait another 45 minutes for someone to find me a vehicle. The customer service representatives Ive spoken with at the counter are clueless and unapologetic about this delay and what its costing me. *** also reached out to the corporate contact line, and Im met with no one of any actual authority there, either. No offer of an apology, a different vehicle, a discount, nothing. Im told to wait like a good little puppy, while the employees sit back and glare at me for having the audacity of expecting a smooth transaction while Im away on business.
Business Response
Date: 10/14/2022
Complaint ID: ********
******************** RR#: 963766156
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 inconvenience experienced by the delays at the location. The travel industry at large is experiencing high demand in travel. These circumstances have provided strain on our typical customer experience. We appreciate your feedback, please be assured we are taking steps to adapt to the new demands within the travel industry.
As a gesture of concern, we are providing a 25% discount on your rental charges at this time. A credit of $36.67 is being processed to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.

Customer Answer
Date: 10/14/2022

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
Date:10/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In preparation for my wedding in *********, I booked through Expedia over a month in advance to rent a vehicle through Dollar Car Rental for travels to nearby national parks. I was sent a confirmation email along with an attached receipt and instructions for picking up my vehicle on my day of reservation from the Dollar Car Rental in **********************. I planned several horseback riding and guided tours which required deposits with the expectation I would be able to get my car. Upon arriving at the pickup location, the clerk said that the company had permitted overbooking and that they did not have my vehicle for me. I showed him my receipt and confirmation email from both Dollar Car Rental and Expedia, and yet he told me that they couldn't rent me the vehicle at hand. I was left in this strange town, the day after my wedding, without a way to get to my planned appointments.
Business Response
Date: 10/24/2022
BBB CASE#: 18189809
Hertz RES#: *********************** correspondence is being sent in response to a query made by ****************************
On behalf of ***** I would like to apologize for any inconvenience this may have caused to you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to provide more fleet availability.
As a gesture of customer service, I would like to mail you a rental certificate in the amount of $50.00 to use towards a future reservation. Please provide your mailing address for us so we can process and mail it to you.
Initial Complaint
Date:10/10/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Dollar car rental at ********* International Airport from June 30, 2022 -July 6, 2022. An issue arose when I was notified that I owed money from an EZ-Pass charge. Supposedly I went through a toll plaza at I 690 in ******** ** at 11:30 PM on June the 30th. I would have gladly paid it except for the fact that I was never near ******** on that day or any other day. In fact, while the vehicle was in my possession, I never left the ********* area, nor did I travel on any toll highways or roads. At the time I was supposedly going through the toll plaza in question, I was sound asleep at my sister's house, the car was parked in her driveway, and the keys never left my possession.When I contacted Dollar and explained the facts to them, I was told they would investigate and get back to me by e-mail. I never received a response. (However, it's possible their response went to my spam folder.) Be that as it may, when I received a second notice to pay and contacted them, I was told that their investigation proved that the car had gone through the toll plaza at 11:30 PM on June 30th. I then took it upon myself to contact the ********************** EZ-************** at ************ and spoke with ******, ID # ****. I gave her the license plate #: FL ******, the reference ID #: ******** , and the Toll #: 2ABVKYGZQD0MSRHB61MM. After checking her records, she found no record of this car ever going through a toll plaza on that date, or any other date when the car was in my possession.I then re-contacted Dollar and explained the findings of MY investigation. They continued to insist that the car had gone through the toll and that I owed the money. I then asked to speak to a supervisor and was told no one was available. I then asked to see the actual notification from the *********** authority proving their claim. They said they could not provide this because it was a "corporate account".
Business Response
Date: 10/26/2022
Complaint ID: ********
RR#: 596384062

Please accept my sincere apology for any misunderstanding regarding the toll charge. We have reviewed this matter with our toll processor, they have advised they spoke with you via telephone on 10/07/2022 and agreed to waive charge.
Thank you for bringing this matter to our attention.
Customer Answer
Date: 10/26/2022

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.
However, I find it regretful that the staff I spoke with at Dollar Car Rental, were impolite and unresponsive throughout. They waved the charge only after I called them repeatedly, and did the "leg work" myself to prove my case. Will not be giving them my business again.

Sincerely,

***************************
Initial Complaint
Date:10/10/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 3, 2022, I received the settled amount for a rental reservation I made with Dollar Store Car rental agency, in the amount of $271.20. How could this be? I had pre-paid $238.40 and was expecting a charge somewhere in the neighborhood of $75. Well, it turns out the rental car agent at ****** Love airport working at around 2 p.m. Central time on September 30, 2022, tricked me into insurance even after I informed her my personal, very good insurance with USAA would covers rental cars, (but I did ask to prepay the gas). I declined insurance. The agent charged my credit card $440, and when I asked why it was so much, she said it was to pay the deductible on my insurance in case there was an accident. Fine, I signed the agreement and left, because my 11-year-old needed food and water, and I was a day late to where I needed to be because of Hurricane ***. I would like the insurance amount refunded. The insurance scam was not in good faith and shame on your company.
Business Response
Date: 10/11/2022
Compliant Id: ********
Rental Agreement: 918347883

I apologize for the delay in response and any inconveniences that you experienced. As gesture of our concern, we will refund the credit card on file for the added insurance and the fuel fee $195.54. Please allow **** business for processing
Thank you for contacting us
Initial Complaint
Date:10/10/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 19th of this year I landed at the Phoenix's Airport and went to the Dollar Car Rental for a car that was reserved with my credit card. I was told no cars were available and that I needed to wait a few minutes, after waiting for more than an hour along with other people standing in a long line I was informed that no cars were available and that I might be able to find one at Hertz down the hall, so they canceled my reservation and I did get a car from Hertz. Dollar Car is charging my credit card $74.00, they are complaining that I didn't give them 24 hours notice prior to cancelation, it's not my fault and I think its wrong for them to take the money. Your help is appreciated.
Business Response
Date: 10/11/2022
Complaint No.: 18191032
I I apologize for the delay in response and any inconveniences that you experienced. However to further assist with your case, could you please provide the renter's full name, reservation number, country where the rental took place? Once received and reviewed we will be in touch with you.
Thank you for contacting us.
Initial Complaint
Date:10/07/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a rental car reservation with Dollar Rental on July 25, 2022 via *********** travel. The rental period was 08/24/2022 - 08/28/2022. The price breakdown for the car rental was Base fare: $221.44 ************* $85.65 Total: $307.09 At the time of the booking, I paid the base fair of $221.44 with taxes and fees (~$85.65) being due at pick up. On August 24, 2022 while picking up the rental car at the Dollar Rental counter, I was charged a total estimated charge of $339.79 instead of the anticipated $85.65. The counter agent did not explain the additional charges that were being provided nor was I given the option to decline the additional charges. My husband was asked to sign the receipt and we were given the car. Again, at no point in time were we given the option to decline the additional charges.When I discovered this discrepancy after the car rental period, I contacted *********** travel at the beginning of ********** *********** travel reached out to Dollar Rental who stated that because the receipt was signed on the spot, there was nothing they could do. Despite me having prepaid for the rental and expecting to be charged only the taxes and fees, I am now being expected to pay for additional services that I never wanted or asked for (Premium road service, loss damage waiver, LIS - as listed on the receipt).I am completely comfortable paying the ************ ($85.65) per my original agreement but I expect the additional fees to be refunded. At no point were we given the option to decline the additional fees nor were these charges explained. Instead, the agent printed the receipt, asked for the signature, charged me, and handed me the keys.With this additional $339.79 charge, I was forced to pay $561.23 for the car rental instead of the anticipated total of $307.09 as originally quoted to me by *********** travel.
Business Response
Date: 10/10/2022
Complaint No.: 18181243
Rental Record No.: 830354766

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

Thank you for allowing me the opportunity to review this matter for you.

I sincerely apologize for the inconvenience this may have caused you. Regrettably,we are unable to reconstruct the conversation between our representative and yourself. Therefore, we must rely on the signed documentation indicating your acceptance of the Loss Damage Waiver and the ******************* Supplement. However, as a gesture of our good-will I have processed a refund in the amount of $231.74. The current balance on this account is now $108.05, please contact our **************** team at ************ to make a payment.

Thank you for being a valued ***** customer, please know that we take all customer concerns very seriously and again I want to thank you for allowing me the opportunity to review this matter.

Thank you for contacting us.
Customer Answer
Date: 10/21/2022

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
Date:10/06/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Do not pay for the fuel purchase option with Dollar rental I repeat do not pay for the fuel purchase option, I rented a car 9-2022 in ***** and was told if you drive the car 100 miles or more then you pay for a full tank. Mind you I used approximately tank and was charged $61.00 for that. Do not do it you are better off replacing the gas that you use yourself. I feel like I was taken advantage of. I asked about the gas if I didn't use all of the gas would I be refunded.
Business Response
Date: 10/07/2022
BBB Case 18176018
RR: 915864471

This is a response to *******************

I have issued a refund of $65.65 to the card on file for the Fuel Purchase Option. Please allow up to 10 business days for the funds to post.

Thank you for contacting us.
Customer Answer
Date: 10/10/2022

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
Date:10/06/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 19th we reserved a car with Dollar Rent a Car reservation number K2240989981.Upon arriving at the airport for pick up, we along with at least 50 more waiting customers were told after almost a 2 hour wait that Dollar had overbooked for the day and there were no more cars. We were told that more cars might be available in the morning. We were visiting our son at ************************* in **********. We were forced to book a hotel in ******* so we have a place to safely stay until the next morning even though we had already booked and paid for a hotel in **********. The next morning we were told by Dollar that even though and no fault of ours that since we did not pick up the car on Friday that we had to make a new reservation. The rate for the new reservation was much higher in price. The agent would not honor the same price of the original reservation even though it was cancelled due to overbooking by Dollar and again no fault of ours. Instead of paying the original contract price of $184.36 we were charged $444.05. This is $311.24 more in cost and one day less in rental on top of the fact that the hotel we were forced to rent in ******* cost $247.44. Due to Dollar Rent a Cars overbooking and incompetence we overpaid $507.13 more than we should have. We have reached out to Dollar Rent a Car multiple times and no response has ever been received. We were told that we would receive a response within 7 to 10 days and nothing. A reimbursement is due in the amount of $507.13 since this was all Dollar Rent a Car's fault.
Business Response
Date: 10/07/2022
BBB Case 18172919
RR: 912197322

This is a response to *********************************

Our records show that we are currently working with you on this case. We adjusted the rate for K2531902237 from $120.65 per day to $44.00 and another refund of $193.05. Please continue to work with us as you have been.

Thank you for contacting us.
Customer Answer
Date: 10/18/2022

Complaint: 18172919

I am rejecting this response because: i appreciate Dollar trying to make this right but i have not received any of the refunds yet. i am not sure if they will be in the form of a check mailed to me or if they will be in the form of a credit on my credit card. once the refunds due to me are received i will log back in a accept the response.

Sincerely,

*********************************
Business Response
Date: 10/19/2022
Complaint No.:18172919
Rental No.: 912197322

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

Thank you for allowing me the opportunity to further review this matter.

I sincerely apologize for the confusion surrounding this issue. After further investigation I can confirm a refund in the amount of $440.49 was processed on 10/17/22, on average it takes **** business days for funds to post back to your account.

The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufactures. These circumstances have provided strain our typical customer experience. We appreciate your feedback, please be assured we are taking steps to adapt to the new demand within the travel industry.

Thank you for contacting us.

Customer Answer
Date: 10/20/2022

Complaint: 18172919

I am rejecting this response because:

i appreciate Dollar's willingness to take responsibility for what happened and attempting to make amends. i have asked numerous times for a detail of how the refund amount was calculated and have yet to receive one in writing. i have received all different numbers and answers.
can someone please offer a detailed account of what is being refunded and in what form the refund is coming?
is the refund for the hotel that we were forced to book coming in the form of a check?
is the difference in the pricing of the car rental being refunded in the form of a check or a credit back to the card it was charged to?
can someone please send a detailed refund?
the amount i requested was greater than the amount on the last communication in this thread.
Thank you,

******
Sincerely,

*********************************
Initial Complaint
Date:10/06/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We rented a vehicle from Dollar in ******* from *** airport on 09/23/2022 with an original return date scheduled for 09/30/2022 at *** airport. Unfortunately during this time, Hurricane *** impacted the region causing mass destruction and disruption in the area. This caused our return flight to be cancelled on 09/30/22 and moved to 10/01/2022. I spoke with Dollar's rental extension line and they were very accommodating and understanding, stating they would issue a 24 hour rental extension free of charge. Fast forward to 10/01/2022. Given the state of emergency and natural disaster, all fuel stations in the area were out of fuel, I was unable to refill the vehicle with gas, we had used about half a tank of gas in total. Upon arriving to SFB airport, we went to speak to the counter and were advised not only would we be charged over $10 a gallon for the missing fuel, but also for the 24 hour extension we were advised would be free. After speaking to multiple associates, they checked our file on the computer, and thankfully the associate we spoke with on the phone noted on there that our extension should be free. We were not charged for the rental extension in the end, but still had to pay the ridiculous gas price. I understand we are responsible for replenishing the fuel used, fuel is not free by any means. I was even ok with paying for the remaining fuel at the already overpriced pre-paid rate the company charges. But to have to pay over $10 a gallon (almost $91.80) in total for half a tank of gas because there is no fuel in the area due to a declared state of emergency and natural disaster seems predatory and distasteful. It isn't like we did not refuel the car by choice due to laziness, it's because there was no gas in the area due to the hurricane and the employees were well aware of this. Dollar, you can do better by your customers, I was extremely disappointed to see you take advantage of customers in such a manner during a natural disaster.
Business Response
Date: 10/07/2022
BBB Case 18171561
RR: 914939384

This is a response to *************************

I apologize for the inconvenience this issue has brought. I have issued a refund of $98.23 to the card on file for the fuel charge. Please allow up to 10 business days for the funds to post back into your account.

Thank you for contacting us.
Customer Answer
Date: 10/10/2022

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
Date:10/03/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unfortunately, my complaint is over **** words, so I have attached a document under attorney general. I have also reached out to *********** attorney general to try to have this manner resolved as well. My rental agreement # is *********.
Business Response
Date: 10/25/2022
Complaint ID: ********
Our File Number: 15817907
Dollar Rental Record Number: 572185563

This is in response to ***********************, thank you for allowing me to address your concerns. According to our records your rental was adjusted to reflect the amount provided as a quote by a previous agent. The bank already provided a provisional credit to you at the time you completed a dispute; however, that did not alleviate you of financial responsibility for the charges incurred. The supervisor for our ****************** has adjusted your final charges to reflect the amount you stated was quoted to you at the time of extension in the interest of maintaining our business relationship moving forward. At this time your current outstanding balance has been reduced to $72.15. Please call us at ************* so that you may clear the outstanding amount for the one day extension plus taxes and fees. We appreciate your business and look forward to serving your future rental needs.

Kind Regards,

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Dollar Car Rental is NOT a BBB Accredited Business.