Business Profile

Auto Rentals and Leasing

Dollar Car Rental

This business is NOT BBB Accredited.

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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

1,708 total complaints in the last 3 years.
510 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:09/21/2022
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.
I rented a car from the ******** Dollar Renta-Car location on Sunday, 9/11/22. During my review of the vehicle, I noticed that the right rear quarter panel (passenger side) was not appropriately affixed to the vehicle as can be seen in photo 1 of the attached document. This photo was taken at 12:02pm per the time stamp, and was taken before the rental start time of 12:06pm. Upon leaving the airport property and entering the H1 freeway, I almost immediately heard a pop and noticed a dragging sound. Upon arrival to my destination of the *********************** about 30 minutes later, I noticed that a portion of the bumper was hanging off the vehicle and had sustained damage from dragging on the freeway. What I found upon arrival to the ************** can be found in images 2-5 of the attached. I had to purchase a $10 roll of duct tape to hold the bumper on to prevent any further damage to the vehicle. I returned the vehicle on Friday 9/16/22 and spoke to the attendant about what had occurred, and showed him photos. He informed me that I would not be charged for the damage on the vehicle, as there was obviously a preexisting issue with the bumper not being appropriately clipped onto the vehicle. I was contacted by a Dollar/***** representative on Tuesday 9/20 asking me to fill out an incident form for the damage. I provided the representative the same photos which I have attached here. I will not be filling out an incident form, as the only incident that occurred was Dollar renting me a car with a preexisting issue. I know that by me filling out the incident form, I would be assuming liability for damage, which I am in no way liable for. I would appreciate this be handled internally by Dollar, and expect a response letting me know this has been taken care of and I will not be held liable. Thank you.
Business Response
Date: 09/28/2022
Complaint ID: ********
RR#: 838528773
Thank you for contacting us. We appreciate the opportunity to assist.
I apologize for any misunderstanding. I have reviewed this matter with our ***************** and they have advised there was no claim submitted by the location regarding this rental.
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.
Initial Complaint
Date:09/20/2022
Type:Product 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.
On 9/8/2020 my family and I rented a car from dollar car rental confirmation no. K2294174839. The car was not clean. I requested another car. They then bought a dark interior car that we could not see the dirt because we under a garage with limited lighting. After driving around in clear day light the car had roaches, used q-tips and white stains in the back. I called and complained; case no. **********. I have unlining health conditions that I needed a clean vehicle. I ended ** in the hospital for 6 days after using this vehicle. The doctors wanting to know where I came into contact with the bacteria that made me so sick. While returning the car the rental agent said she complained to the company about sending out dirty cars. In the day and age of covid, monkey pos it is irresponsible to put the public health in jeopardy. I company has not responded to the complain or reach out to us. My daughter was also throwing up. I feel violated and betrayed.
Business Response
Date: 09/29/2022
BBB Complaint: 18052214
RR# *********
This is in response to **************************
All vehicles are properly cleaned and serviced prior to being released for rental. Upon receiving your query, we immediately reached out to the local management team in *******, ** and confirmed the vehicle was cleaned prior to being released for rental. Please rest assured all vehicle are inspected and the location follows all CDC guidelines to protect the safety of our customers and employees.

Our records also show the vehicle was rented on 09/08/22 and scheduled for return on 09/11/22. You reposted the vehicle condition the day before your scheduled return on 09/10/22. When a customer encounters difficulty or is unhappy with their rental vehicel we recommend they contact our Emergency Roadside team immediately so that we may arrange for an exchange,tow, repair or make record of their concerns.

Furthermore, the photos you provide are not time stamped or date and therefore we are unable to substantiate your claim. Based on this information we respectfully decline your request for a full refund.However, as a goodwill gesture I have issued a credit of $119.46 to the credit card on file. Please allow 5-7 business days for processing.

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.
Business Response
Date: 10/03/2022
BBB Complaint: 18052214
RR# *********

After additional review we agree to refund your full rental costs. Because your rental was prepaid via a third party we were unable to access the amount paid, therefore we require you to provide either the reservation booking details that show the amount paid or your credit card statement. Once received we can process the refund to your **************** used for your rental unless you prefer the refund be processed to a different credit card.

I sincerely regret your rental experience with Hertz/Dollar did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.
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.
I have attached screen shots for verification of cost.
Sincerely,

*************************
Business Response
Date: 10/06/2022
BBB Complaint: 18052214
RR# *********
This correspondence is being sent in response to **************************
We have processed a credit of your prepayment of $199.44 to the **************** card on file. Though processed today, please allow up to ***** business days for the credit to show on your billing statement.
Customer Answer
Date: 10/06/2022

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:09/20/2022
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 was wrongly charged for my gas tank not being filled, it was filledattched is the picture I took when I arrived at the facility to drop off my car and the other two attachments are what they charged me and the proof of receipt that I filled the tank before dropping it off to the rental company
Business Response
Date: 09/26/2022
BBB Complaint ID: ********
RA# *********

Thank you for contacting us. We appreciate this opportunity to address your concerns.
I have processed a refund of the fuel charge in the amount of $50.59. Please allow 5-7 business days for the refund to post to your account.
Customer Answer
Date: 09/27/2022

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:09/20/2022
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 in ****** ** for a 4 day weekend my flight plans had changed and need to return the car to *****************. I called to inform the company of the change my rental wnet from ****** to ******* over ****** more the rental base rate went from 109 to 365 foll ALL days of the rental. I am reasonable and can see the increase to 365 for the final day of my rental but why the first few days of my rental nothing changed during that time I would agree there should be a charge but this is extortion. I would be willing to pay something reasonable but when I am in ** away from home and no alternative I feel this is contrary to public policy and abuse by the rental car company
Business Response
Date: 09/23/2022
BBB Complaint ID: ********
RA# *********

Thank you for contacting us. We appreciate this opportunity to address your concerns.
Per your signed rental agreement, the total estimated charge assumes you will rent and return at the locations and times indicated.Therefore, since you changed your return location, this correctly resulted in an increase to your rental rate. However, as a gesture of goodwill, I applied your original rental rate for the first two rental days and the new rental rate for the last rental day. This resulted in a refund for the difference in the amount of $512.00. Please allow 5-7 business days for the refund to post to your account.
Customer Answer
Date: 09/23/2022

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:09/20/2022
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 made a reservation months in advance for a much needed vacation. When I arrived, the car was not ready and I had to wait Two Hours. When the car finally was ready, the Dollar rep said the keys were in the car. We were going over last minute details and when I went to the car, it was not there! Someone else left with it. I had to wait again for another agreement to be written up and for another car to be ready, which delayed my trip by hours. Their sub-level service is horrendous. Then, this week, I received an invoice for toll fees in the amount of $6.80, with $60.00 administrative fees added to it. When the Dollar rep and I discussed tolls, there was NO mention of any administrative fees. I will happily pay the toll fee, but feel the $60.00 toll fees are excessive. I will never return to this business again.
Business Response
Date: 09/22/2022
BBB Case 18042362
Res ID: ***********

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

PlatePass is responsible for the administration of toll fees. You may contact ************************** at ************** Hours:Mon. Fri. 8:00am 6:00pm CST Central Standard time or by e-mail at ************************** Copies of itemized receipts and payments can be made on line at http://www.platepass.com. We are unable to view or adjust these charges on our end.

Thank you for contacting us.
Customer Answer
Date: 09/23/2022

Better Business Bureau:

I contacted the toll place and resolved my problem in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you very much for your help.

Sincerely,

*******************
Initial Complaint
Date:09/20/2022
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 purchased a car rental from Dollar Rent-A-Car (Dollar) through Expedia. The rental charge was $53.06. The total charge with taxes and fees was $71.80 if one pays in advance. I paid in advance for that price. The rental was yesterday, September 17, 2022. After returning the vehicle, I received an additional charge to my credit card for $18.14. The itemized charges were: CONCESSION FEE RECOVERY ($5.31), CUSTOMER FACILITY CHARGE ($4.50) and TAX at *****% ($8.33). This $18.14 additional charge should never have been made. Dollar needs to refund me this money. I should note that I have used Expedia for years and rented cars from multiple reputable agencies (e.g. Enterprise, Budget, ********************, Thrifty) including Dollar. An unauthorized charge such as this has NEVER taken place. I called Dollar this morning and spoke with *******. He informed me that there were no added options or fuel charges for the rental. He did not understand why I was given the extra charges but said he was not able to reverse them.
Business Response
Date: 09/22/2022
BBB Case 18042010
Res ID: ***********

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

I apologize for the confusion and misunderstanding. It is the third parties' responsibility to provide clear explanations as they may use different terminology than ours, which is why we recommend booking direct for a clear and accurate portrayal of expectations. The rental amount taxes, and fees are mandatory at the counter and are not covered under the third-party booking.Your comments have not fallen on deaf ears however. As a gesture of goodwill, I have issued a one time full refund of the additional charges in the amount of $18.14 to the card on file. Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 09/23/2022

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:09/19/2022
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.
Worst experience ever. Booked in advance and when my flight Princess stated they had no cars. After waiting 90 min for a vehicle they finally said they had an infiniti QX50 with a 150 upgrade fee though not having a car was no fault of mine. Reluctantly I agreed. Get outside and there is no infiniti. They hand me keys to a ****** A few days later when I get the final receipt, I've been charged for the infiniti and received a ****** My son's graduation was to important to miss but I never would have thought I would be cheated in the process by this company. I want my $150 upgrade fee back because the car wasn't upgraded
Business Response
Date: 09/22/2022
BBB Case 18043973
ResID: K2480940797

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

I apologize for your experience. Our records show you were charged an upgrade fee of $135.00. I have issued a refund for this amount to the card on file. Please allow up to 10 business days for the funds to post back to your account.

Thank you for contacting us.
Initial Complaint
Date:09/16/2022
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 booked a car rental through Priceline using dollar cards rental. ******** at the ******* airport dollar car rental was extremely rude and condescending to my wife and I. My wife booked the reservation using her credit card and put me down as the driver. She paid half the money down with her car. The website on Priceline said. The driver Needed a valued license and credit card when pick up the car. When arriving at dollar rental they told us that is not acceptable and that because the car and reservation was in my name and my wife paid with her card we were basically screwed. 1: why would Priceline allow us to pay with my wifes card and the car in my name knowing dollar wouldnt accept the reservation. 2. Why would dollar accept that reservation know we would not be able to pick up the car. We are stranded at the airport because of this. What a terrible experience. I want to be contacted by dollar asap.
Business Response
Date: 09/23/2022
Complaint No.: 18035580

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

Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a Nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter K.

Thank you for contacting us.
Initial Complaint
Date:09/16/2022
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 them in August 2022. When I turned it in they told me I had smoked in the car and charged me damage. First off.I do not smoke I never have. Second.. I figured it would be like Spitting in the wind to argue with them so I accepted it. They had my credit card number and charged me almost 400 dollars for four days of use. I thought it was over. Then I get a bill in the mail for an additional 125. I wrote a long letter explaining that I did not smoke in their and do not smoke and never have. I told them perhaps they didnt do a complete clean from the last occupant. And didnt charge them for damage so now they are charging me. No reply.just another bill!!!!!!!!
Business Response
Date: 09/26/2022
Complaint No.: 18033130

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

Thank you for bringing this matter to our attention.

***** thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter K.

Thank you for contacting us.
Customer Answer
Date: 09/26/2022
Card charge for 441 is attached
Customer Answer
Date: 10/04/2022
I have attached the credit card charge for ******. Noticed a charge for 63 on there that I did not authorize for Dollar tolls. I purchased a sticker from a gate guard on the toll way and put it in the window. There should have been no charge by Dollar car rental for any tolls. This is all I have. I was not given any mine did get number and no receipt By any Dollar Car Rental employee
Business Response
Date: 10/06/2022
Complaint ID: ********
This correspondence is being sent in response to **************************
Unfortunately, we are unable to locate your rental information with your credit card statement. In order to locate your rental, we need the reservation ID which was emailed at the time of reservation booking or your rental record number which was outlined on the rental contract that was provided at the time of rental. If you do not have this information, we can look up your rental by your drivers license number and the state in which it was issued. Once received, we will be able to further assist. However, if this information is not provided we will be unable to further review your concerns and provide assistance.
Customer Answer
Date: 10/07/2022
B650-0705-0847-04
Business Response
Date: 10/10/2022
BBB Case 18033130
Res No: K16432666C5

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

Our records show you were billed a total of $565.54 for this rental but only charged $441.00, leaving the remaining amount of $124.54 unpaid and sent to Collections. No adjustments can be made until this balance is paid off.

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

Complaint: 18033130

I am rejecting this response because:
You billed me for smoking in the darn car. I DO NOT SMOKE!!!!! I NEVER HAVED SMOKED!!!! You billed me for tolls and I bought my own window sticker from the gate guard and stuck it in the window. I should not have been billed for any tolls as there was money left on the sticker I did not use all of it. As I do not smoke and did not smoke in your car I refuse to pay any more for this rental. It was a three day rental and 569 is a bit excessive.
Sincerely,

*************************
Business Response
Date: 02/21/2024
BBB Complaint: 18033130
RR# *********
This is in response to **************************
According to our records, you contacted us in June regarding the smoking fee. Billing 6-months or older is no longer in our billing system, therefore we are unable to process a refund or adjustment at this time. Please provide a copy of your bank statement from 06/22/22 to 02/21/24, and the final invoice showing the additional charges were billed. Once this information is received, we will review to determine if a refund is possible.

Thank you for contacting us.
Kind regards,
Initial Complaint
Date:09/15/2022
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 Dollar car rental in **********, ** on 8/1/2022. When I picked up the car I assumed it had a full tank of gas and unfortunately did not check the gas gauge. When we started our trip to ******* a few hours after picking up the car we realized the tank was empty and we needed to fill up. That charge was $45.10. When we returned the car 4 days later we filled up again ($41.37) as per the agreement. Because the car was empty when we picked it up the attendant said we would be reimbursed the cost of gas. After giving him our receipts he gave us a credit slip for $86.47. I have copies of all receipts and have tried, 7 times with 7 different people through emails to have them honor this transaction but they continue to send replies that state I was not charged for the gas. I tried to explain this situation for the past 6 weeks and have gotten the same which is we did not charge you for the gas. They also have said that they adjusted the $86.47 off the original price at the time the car was returned which is untrue because I prepaid the rental a month prior and there was no transaction when I returned the car except for the receipt for the gas. I am truly dismayed over having to deal with this situation for so long. Obviously they do not want to take responsibility for this error. I am hopeful that we can resolve this issue soon. Thank you *********************************
Business Response
Date: 09/23/2022
Complaint No.: 18031714
Rental No.: B71197914

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

I sincerely regret your recent experience at our ********** AP, ** location. The rental you were provided is a concern to us, please be assured your comment have been sent to our Maintenance Managers at our location for internal review and corrective action.

As a gesture of goodwill, I have reimbursed your fuel charge in the amount of $45.10, please allow 5-7 business days for this to reflect in your account. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.

Thank you for contacting us.

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Dollar Car Rental is NOT a BBB Accredited Business.