Complaints

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

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  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

  1410 N West Shore Blvd Ste 800 Tampa, FL 33607-4547

• 

  Dollar Rent A Car

  1 Airport Rd Little Rock, AR 72202-4404

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Car Rental

  2055 Alcoa Highway Alcoa, TN 37701

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:10/03/2022

  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.

  Please tell me why Dollar Rental keeps sending me bills after bills after bills. Over a month later? Are yall crazy? Administrative Fee? Highway Robbery. Hundreds of dollars in fees over a month later?

  Business Response

  Date: 10/03/2022

  BBB Complaint: 18135352
  RR# Unknown
  

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

  Regrettably, there are no specifics in your query.Please provide a rental record, reservation number and the city and state the rental took place so that we may further review.
  Thank you for contacting us. 

• Initial Complaint

  Date:10/03/2022

  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 vehicle with Dollar Rent-a-car utilizing Hotwire and paid for my rental in full, $291.21, for the vehicle rental from June15th 18th, 2022. I picked up the vehicle at about 11:00pm on the 15th at the *********, ** Airport, and returned it with a full tank of fuel at about 4:10pm on June 18th. I then flew home to *******, **. A few days later I received phone call messages advising I had not returned the vehicle. I called the company (Hertz) who owns Dollar, and advised that I returned the vehicle on time. I then found out that the vehicle they advised I was renting, was not actually the vehicle that I rented form Dollar. The vehicle I had rented was a ************ Rogue, Georgia Registration of CRE2808. They showed me in a ****** Outback. I gave the rep on the phone all the vehicle information and he advised they would record my new information. On July 16th, I received a bill in the mail from Dollar, showing they had charged my credit card an additional $541.00, and had an additional balance due of $285.48. So a total bill for $826.48. This was for not returning the vehicle they said I was driving, for 5 additional days plus other fees. I have filed a dispute of the charges with my credit card company for the $541.00. That dispute is still ongoing. I have not paid the additional balance due of $285.48, again, because I returned the vehicle I rented on time. I have documentation including, Credit Card statements showing my activity in ********* as well as back in *******. ********* Airlines flight information for my flight to and from *********. I also have parking lot charges including the license plate number of the vehicle I parked while in *********. The paperwork that I did receive from Dollar indicates that I was suppose to be driving the ****** Outback and not the vehicle that I did drive, but the attendant for Dollar should not have allowed me out of the parking garage with the wrong vehicle, after obtaining my rental agreement and License.

  Business Response

  Date: 10/04/2022

  Complaint ID: ********
  ******************** RR#: 588891726

  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 or concern caused by the incorrect return time logged on your rental. We have confirmed during previous correspondence with our **************** team that this has been escalated to appropriate management to ensure the record is corrected. We are also notifying the correct management team as well as our Direct Billing team to close the file seeking payment for the additional days. This process will take 5-7 business days to complete. 

  As a gesture of concern, we are mailing a $100.00 customer service certificate to you at this time. Please allow standard mailing times for the certificate to arrive. 

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18137374
  
  I am rejecting this response because:

  I just received an email stating my complaint was closed.

  I am not satisfied with the resolution.

  I still have no information from Dollar Car rental advising if this whole situation has been corrected.

  I received a $100.00 voucher toward a future car rental, however, it was not in my name it was written out to a *****************************, my name is **********************************

  I really do not want anything from Dollar car rental except maybe an apology for all this trouble and a refund of the fees they advised I owe them.

  During the past 4 months of fighting all these inappropriate charges with Dollar car rental, no-one has ever returned a call to me to discuss this.

  I think an initial phone call conversation could have resolved all this within minutes.

  If someone could contact me, preferably by phone, I would appreciate it.

  Thank you for your time.

   

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

  Business Response

  Date: 10/27/2022

  BBB Complaint ID: ********
  RA# *********
  
  Thank you for following up with us. I sincerely apologize for the experience you had and the inconvenience this has caused.
  

  Our records indicate we responded to your BBB complaint on October 4, 2022 with our resolution. Please refer to that correspondence for more information. Additionally, if you have any future billing concerns, please contact our ****************** at ************. Lastly, another $100.00 rental certificate was mailed to you on October 19, 2022 with the correct name listed.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18137374
  
  I am rejecting this response because:

  I have still not received any information from Dollar advising that the charges I was billed for were reversed and that I have no balance due to Dollar for charges that I was not responsible for.

  I did receive the $100.00 certificate, however, I have a letter from ***** (who owns Dollar) advising that I am no longer allowed to rent a car from their company because I refused to pay their bill.

  I would like their billing department to contact me personally and would like them to send me an adjusted bill showing the $0.00 balance due to them.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/08/2022

  Complaint ID: ********
  ******************** RR#: 588891726

  We can confirm that per our ******************** team in our Direct Billing and Collections offices, the outstanding balance has been removed and the collections file closed. This confirmation was received on 11/07/22. Any prior notifications received to this date may be disregarded as they are no longer applicable. 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18137374
  
  I am rejecting this response because:

  After receiving this message from Dollar, I went to the Dollar website and requested a copy of my bill.

  The bill as of today, 11-08-2022, still shows a balance due of $541.00. Bill attached for reference.

  I cannot accept the response until the bill shows a $0.00 balance.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/08/2022

  BBB Complaint: 18137374
  RR# *********
  

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

  As stated previously the balance of $541.00 has been waived and you therefore are not responsible. Attached is your updated invoice, please scroll to the bottom of the invoice to confirm a zero balance.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 11/09/2022

   
  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:

  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.

  - Rented a car on 9/17 and returned it on 9/22?- Rental agreement # *********??The company added Loss Dmg Wvr and ************** without our consent. We actually noticed it during the trip, so we called the customer support, but she said she didn't have the authority to remove them, so we would have to talk to the person when we returned the car. We talked to the manager (***) when we returned the car, but he didn't support us by saying that the charges must have been all explained when I rented the car, and we signed it. When we rented the car, I told the person that I had the insurance that covers rent-a-car, so I didn't need it, so I never thought he added the insurance. He also asked us if we needed to add another driver but didn't tell us that there would be an extra charge, so we said yes. It wasn't really necessary, so we would have said no if the extra charge was explained. We told the manager, ***, that the person at the counter didn't go through the itemized charges when we rented the car, but *** said there was no proof that he didn't and told us that there was nothing he could do because we signed it. We didnt sign the paper, and all we did was to sign electric panel that didnt have any information, which is very misleading and tricky.I would like to ask for a refund, at least for the loss dmg wvr($209.94) and prem **** serv($53.94), and hopefully for the additional driver charge($81) as well.

  Business Response

  Date: 10/03/2022

  BBB Complaint: 18131160
  RR# *********
  

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

  We regret any misunderstanding regarding the charges billed to your recent rental. A review of our records shows you accepted the Loss Damage Waiver, ************************* Additional Driver fee and Fuel Purchase Option at the time of pickup therefore the chargers are correct. These charges are optional and may be accepted to declined at the counter. By Signing the rental agreement, you are confirming that you accept and understand the charges billed to your account. A copy of the rental agreement is provided at the counter. Page one of the agreements has an itemized list of all charges billed to the credit card on file. It is the customer responsibly to review these charges before leaving the counter. Any questions or concerns can be addressed with the manager on duty. Attached is a copy of your Signed Rental Agreement for your review and records.
  
  As a one-time goodwill gesture, we have issued a credit for the Loss Damage Waiver and ************************ of $279.59 to the credit card on file. Please allow 5-7 business days for processing.
  In reference to the Additional Driver fee, this charge as well as the Fuel Purchase Option will remain.
  
  While I understand this is not the outcome you were anticipating; However, we ask that you respect our final decision as we find the matter fully resolved and closed.
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 10/04/2022

   
  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.
  Thank you very much for helping me to resolve this. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/01/2022

  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.

  I rented a car with Dollar Rental from 03/07/2022 to 03/13/2022 in ***** *******, I knew since I rented this car I will be responsible for tolls charges, I agree with that. I am writing this complaint because I think it is an abuse to charge so much money for administrative fees for each charge of a toll used, in my case they are charging me $6.14 for the use of the toll and a charge of $39.96 for administrative payments for the use of the toll, It seems to me an abuse that they charge me $9.99 administrative fees for the payment of a toll of $0.78 cents, the amount they are charging consumers for administrative payments is an abuse since this money goes to the company that rents the vehicles and not to the state who could use this money on highway improvements and signals, I agree that a single administrative payment must be paid for all charges for toll used during a vacation trip, how they can individualize the charges if the payment goes to a only one company is the same car that is used and they are the same plates and registration, that is why I think it is an abuse and that they should specify when you renting the car that they will charge you (DOLLAR RENTAL) 10 times more for administrative payment what you are going to pay for the toll and that it is going to charge you an administrative payment every time you use the toll, I hope that this complaint will serve as something for the future because it is It is outrageous that they take your money unfairly for the benefit of a company and not for the benefit of a city or a state, because if the money were allocated to the state for highway improvements and signals, then I would agree for the charges.

  Business Response

  Date: 10/04/2022

  Complaint ID: ********
  ******************** RR#: 407658355

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

  We would like to take this opportunity to apologize for your concerns regarding the PlatePass program and for the inconvenience this has caused you.
  
  Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. As we are sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. The administration fee is in place to help Dollar recoup our costs from managing the toll program.
  
  After review of your Signed Rental Agreement (SRA) shows you did not opt into the Toll Package that is provided at the time of pick up. If the Toll Package is declined the toll charges would be charges to the customer as a separate bill.
  
  All toll charges are applied to the credit/debit card billed on the rental or mailed to the customer within two weeks of the *********************** completion. The administrative fee is billed in addition to the toll charges and per usage day. This information is available in the terms & conditions of the Signed Rental Agreement on Page 4. The contract has been attached for your review and record.
  
  With the above in mind and based on our thorough review the toll charges are valid. We do regret for any inconvenience this matter has caused you.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18144024
  
  I am rejecting this response because:
  Its unfair that Dollar rental never mention anything about toll services they offer or provided, its unfair that they charge me $9.99 for administrative fee when I been charge $0.78 cents for using the toll, I totally disagree with that, and also disagree with your resolution. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/06/2022

  Complaint No.: 18144024
  Rental Record No.: 407658355
  
  This is in response to ******************************
  
  Thank you for your patience while we review this matter further.
  
  I sincerely apologize for the confusion surrounding the Toll policy. As previously stated, our partnership with Plate Pass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. Several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. The administration fee is in place to help Dollar recoup our costs from managing the toll program.
  
  After review of your Signed Rental Agreement (SAR) shows you did not opt into the Toll Package that is provided at the time of pick up. If the Toll Package is declined the toll charges would be charges to the customer as a separate bill.
  
  All toll charges are applied to the Credit/ Debit card,provided for the rental, within two weeks of the rentals completion. The administrative fee, $15.00 per toll, is assessed for each toll charge the administration fee will not exceed $90.00 per rental. This information is provided in the Terms & Conditions as listed in your Signed Rental Agreement on Page 4 and 5. Based on our records the toll change and admin fees billed are correct and no adjustment is due. In order to dispute these fees,you will need to contact ATS/Plate ********************* at ************** between 7:00 a.m. and 7:00 p.m. Monday through Friday Central Standard time they can assist in the dispute of theses tolls and admin fees.
  
  While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed. Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
  
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:09/27/2022

  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.

  I paid for a car reservation on Sept. 16 for pick-up at 12pm. I arrived at the pick-up time and waited in line for more than an hour and half. The rental car location had no cars available and left hundreds of people stranded in the rental car center. I had a crying baby and a wedding to attend, so we had to leave and take a taxi. According to the employees, Dollar Car Rental at the *********** has this issue every weekend where they make more reservations than available cars. I've been requesting a refund for more than a week and have not received a response from Dollar. They acknowledge receiving my complaint and refund request, but say that they are unable to provide a response.This is clearly a scam by Dollar where they rent cars that are not available. Hundreds of people were also stuck with me at the *********** despite also having pre-paid reservations. This should be unacceptable.

  Business Response

  Date: 10/03/2022

  BBB Complaint: 18133860
  Reservation ID: ***********
  

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

  We apologize the *******; ** location was unable to secure you a vehicle. Although we state the car class you reserved will be available.On rare occasions unforeseen situations may arise that result in limited vehicel availability such as late returns, extended rental, or damages vehicles.When this does occur, the location will make every attempt to accommodate the customer. We regret this was not your experience.
  
  Our records show that you booked your reservation through a third-party booking site. Regrettably, we do not have access to third-party booking sites and are unable to process a refund through their system, please provide us with a copy of your prepaid email confirmation of the prepaid charges billed. Once received, we will begin the refund process immediately.
  
  
  
  Thank you for contacting us. 

• Initial Complaint

  Date:09/26/2022

  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.

  My Wife and I rented a car from Dollar Rental, located at the ********* international airport this past week for our trip to ****. My wife made the online reservation, and I went to pick up the vehicle unaware of the price of the rental. The *** at Dollar Rental went through the usual car rental paperwork with me, but did not mention any additional available services/coverage that would result in extra charges. She relayed the total rental charge for the week to me, and I gave her my credit card and signed off on the payment. However, after I brought the car back to our hotel, my Wife told me the total of the online reservation she made (attached), was $521.16, and the invoice total (attached) was $835.70. We discovered the difference was due to two additional service/coverage charges (highlighted on invoice), which the *** added, but never asked me whether or not I wanted them. When we went back to the Dollar Rental desk to request the charges be backed out, the operations manager refused, saying she did not believe my claim that I was never asked about adding the additional service/coverage, and that the extra coverage should give us "peace of mind" (even though we never knew we had it) during our trip. I believe Dollar Rental should be compelled to refund us for the charges in question, and anything you can do to assist with that would be greatly appreciated.

  Business Response

  Date: 09/28/2022

  Complaint ID: ********

  RR#: 912345011

  Thank you for contacting us. We appreciate the opportunity to assist. 

  We are proud of the optional waivers and products we are able to offer our customers; however, it is never our intention to present these options in an unacceptable manner. In the interest of customer service I have issued a refund of $314.55 for the Loss Damage Waiver (LDW) and Premium ************************** (PERS). Please allow up to 7 business days for the credit to post to your account. 

  Customer Answer

  Date: 10/03/2022

   
  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. I, and my Wife very much appreciate your assistance in this matter.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/23/2022

  Type:Product 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.

  To whom it may concern,I had rented a car from Dollar Rent a Car. The first car I had recieved I had to exchange because it smelled of Cannabis, and I did not want to be charged. They then gave me a smaller vehicle and had me on my way. The car was a 2021 ****** Corolla with less then 30k miles. I then drove it from ************, ******* all the way up to ********, *******. No issues. However after about a week the car broke down on me and I needed roadside assistance. After calling roadside assistance and getting the car up and running again I was told to exchange it at my nearest location. Being in ********, I brought it to ******** Airport and expected to get an emergency exchange upon arrival. However that was not the case and they were unable to help me and had actually suggested I drive or get a tow from ********, ** to ************, ** to exchange my vehicle at the original location I rented from. However driving that distance was not an option due to the risk of fire on refueling because I could not turn off the vehicle without needing roadside service again. On top of that power steering went out, Passenger windows stopped working, Cruise control went out, and the check engine light along with many other warning lights came on. I was then stranded at ******** airport waiting for assistance for 6-7 hours. I had called customer service to complain but they were unable to help me until the contract closed. When I finally returned to ******* the Operations Manager, ****, was still unable to help me. All and all the vehicle and service was not up to par for what I payed and I would warn people against renting from Hertz, Thrifty, or Dollar as they are the same company.After wasting my time, money, and opportunity they were only able to compensate me about %30 of my total. But the rental was %100 not worth the hassle it came with as I don't believe many people my age would know how to handle situations like this. The whole experience seemed nefarious.

  Business Response

  Date: 09/27/2022

  Complaint ID: ********
  ******************** RR#: 910001606

  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 concern or inconvenience caused when the vehicle provided to you experienced issues during your rental. All Dollar vehicles are to be properly 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.  

  Upon receipt of your inquiry, we immediately began an investigation into the vehicle provided for your rental with our maintenance managers.  It has been found that the vehicle was thoroughly inspected upon your return on 09/20 and no mechanical issues were noted at that time. In addition, the vehicle was rented out after this inspection was completed without any reported issues.  

  With this in mind, the previously provided credit of $200.00 given by our **************** team is considered sufficient compensation.  However, as a gesture of customer service we are provided an additional credit to equal a total credit of 1/2 of your rental charges or $312.55. A credit of $112.55 was processed today and will take 5-7 business days for the credit to show on  your account. 

  While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed.
   

• Initial Complaint

  Date:09/23/2022

  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.

  1) I rented a car from Thrifty car rental from July 2-3, 2022. I returned the car on time and had a clear inspection upon returning it. There were no issues or damages that occurred while I was renting it. (2) On August 4, 2022, I received an email from an agent of 'Hertz car rental', claiming that on further inspection, they found damage to the trunk of the car, and that they would like me to fill out a Hertz incident report. This email had my Thrify car rental receipt attached to it. I ignored this email because I thought it was a scam or mistake - I rented from Thrifty, not Hertz, and if there was any damage, they would have seen it when I dropped off the car rather than notifying me over a month later? (3) Yesterday I received a letter dated Sept. 8, 2022, from an agent of a company called D&A Group Services, claiming to act on behalf of Hertz car rental, and to be an equifax agent. It claimed that the 'Hertz' vehicle I rented sustained damage because of an incident involving me and that I owe $2757.24. I googled this company and see that it is a collections agency that many people have had problems with. I do not want to engage with these people because I did not cause any damage to the car and contest owing any amount to either Thrifty, Hertz, or D&A Group Services. (4) I'm worried about being hounded with collections calls from D&A Group Services, or this having an effect on my credit and rental credibility. I've never had an issue with car rentals before and this was my first time using Thrifty. I'm hoping BBB can help me clear this damage claim, and to have my name, number, and email removed from the collection company's lists - I'm also not sure if this has affected my credit score but if so I'd like that restored.(5) Yesterday I filed a BBB complaint against D&A Group Services, and received a reply saying I need to make it against Thrifty. But it's the collection agency that's now contacting me. ****** never contacted me after the rental ended.

  Business Response

  Date: 09/28/2022

  Complaint ID: ********
  ********************** RR#: 937397053

  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 concern caused when you received a bill for damages on the vehicle after your return to *******.  As your inquiry pertains to a damage claim, we immediately reached out to our ***************** team for their review and assistance. They have advised that the claim has been closed at this time and further contact will not be made for collection of payment. 

  Customer Answer

  Date: 10/03/2022

   
  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. Thank you for your quick help with this matter!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/23/2022

  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.

  I rented a car from this business and completely refilled the gas tank before returning it, yet I was charged a fuel fee. The business claims that the gas tank was completely empty when the car was returned, yet the receipt clearly also states that the fuel tank was full when I received the car and that I only drove 77 miles. ***** is no way to completely empty the tank of a ******* elantra by driving 77 miles. This is clearly a transparent and fraudulent attempt to scam their customer out of a fuel fee that is not owed to them. Had the attendant I spoke with asked for a fuel receipt I could have presented one. ***** is no way to reach a person at this company to settle this dispute. Their customer service line has a recording (they apparently pull this stunt quite often) that says to submit a receipt to hertz.com (presumably their parent company) but there is no apparent way to do so. I have reached out to customer service on the hertz site as well and have received no response. I need this rectified before I can submit this receipt for reimbursement but cannot seem to get help from the company through any avenue. This is a blatant and shameless attempt to charge my credit card for money not owed to them and I need it refunded immediately.

  Business Response

  Date: 09/27/2022

  Complaint ID: ********
  ******************** RR#: 913324893
  
  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 regarding the Fuel & Service fee billed on your rental. Our records show you previously contacted our **************** team via email correspondence and received their response on 09/24/22 confirming a refund of $26.02 was processed. Please find a copy of you amended invoice for your review and record. We are pleased to see our **************** team was able to provide assistance and a response. 

  Please be assured this is being reviewed with appropriate management for their review and corrective action where deemed necessary. 

• Initial Complaint

  Date:09/22/2022

  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.

  Hertz Rental Car claimed that I rented a car in ************, ** on February 28-March 1. They also stated the rental time was March 1-5. RR#********* They billed me $374.89. I was never in ************ then and have never been to this Hertz location. They have been harassing me and now they have sent this to a debt collector and this is affecting my credit. I have contacted Hertz headquarters, their fraud department and many other departments to try and resolve this. ***** is unwilling to help **** never rented a car from this location. **************** determined that this was fraud and credited my account. ***** however will not help investigate this and are continuing to claim that I owe them this amount for something that is fraudulent and an error on behalf of their business.

  Business Response

  Date: 10/03/2022

  BBB Complaint: 17735037
  RR# *********
  

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

  We apologize for the inconvenience you experienced.After thorough review of our records, we have closed the collection claim and you are therefore no longer liable for the balance on this rental.
  Thank you for contacting us.