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

1,709 total complaints in the last 3 years.
512 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:09/07/2022
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.
On 8/22/22 I rented a car from Dollar at the *** Branch. They asked if I would like additional coverage. I stated no. They had me complete the rental agreement by signing an electronic box. Upon getting to my hotel a few hours later I noted I had been charged $169.95 for a Damage Waiver, $30.88 for Concession fee and $44.95 for Premium Roadside Assistance. I had not agreed to any of these charges.I immediately called and emailed Dollar. I was told on the phone and via email they could not switch these charges until the completion of the rental agreement on 8/26. I was told to contact them again and they would change it.I contacted them as instructed and was told twice by their customer service staff since I had unknowingly signed off on an electronic box I had agreed to these unknown charges and there is nothing they can do. I did not agree and was not informed of these charges. I need them refunded. This is constituted as criminal fraud.Case Id: ****************************************
Business Response
Date: 09/13/2022
BBB Case 17922427
Res No: K18833539C7

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

I apologize for the issues youve experienced with the rental location. Our records show that a refund of $232.10 has been issued to the card on file on 09/03. Please allow up to 7 business days for processing.

Thank you for contacting us.
Customer Answer
Date: 09/14/2022

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:09/07/2022
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.
Dear sir or madam:When I pick up the car at ******* *** airport ,no body tell me I will be charger $9.99 for admission fee for each toll pass, I total only use 2 time toll . One toll is $0.49. Another toll is $4 . But I have been charger total balance is $28 . There is no way you guys charge customers the toll administrative fee without telling customers before pick up car, the Dollars car rental counter worker should tell every customer on the car ********************** counter as per ************* law. This is considered a scam and criminal charge. And even more you guys charge me this money to my credit card without my permission, which is steal my money , that obviously is another criminal complaint to DA office, I need my $20 toll administrative fee charge back refund refund to my credit card before I contact federal BBB office and ******* general DA district attorney office to make a complaint to against your company.***
Business Response
Date: 09/15/2022
Complaint ID: ********
******************** RR#: 811651901
This correspondence is being sent in response to *****************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused by the Admin Fees billed in conjunction with Toll Charges incurred during your rental. Dollar believes in providing our customers with all pertinent information pertaining to their rental and possible charges that *** be incurred for tolls. This is why at our rental counters, we have documentation pertaining to possible toll charges where applicable. In addition, a Toll Package is offered to all customers by our location representatives. If selected, this package will provide a flat fee for all tolls during the rental period. If this option is not opted into, customers will be responsible for all toll charges incurred plus applicable administrative fees.
This information is also outlined on Page 4 of the rental contract, which must be accepted and signed at the rental counter. A copy of this documentation is provided to all customers in the rental sleeve or by email before departure from the rental facility. A copy of this contract has been attached for your review and record.
With the above in mind, we must advise that the toll charges and administrative fees incurred during your rental are valid and in accordance with our processing policies as outlined in your rental contract. Thank you for allowing us the opportunity to provide a response.
Customer Answer
Date: 09/15/2022

Complaint: 17898801

I am rejecting this response because: the dollar rental car counter staff on the airport should remind the customer hiding fee charger as the ******* DA office require as part of agreement. But on that day I even ask the worker from Dollar rental counter staff member about the toll charger procedure which they told me they do not even know anything about toll charge and they never heard about any administrative fee Charges and even one lady from dollar car rental counter which told me I do not need worry about any toll administrative fee that no body will charge you and even someone charge you the fee and you can refuse to pay. This whole thing is a unprofessional and unacceptable fraud customer actions from ********************** . All the customers has been charger hiding administrative fee should contact ******* DA office make a complaint to against these unacceptable businesses action.

Sincerely,

*****************
Business Response
Date: 09/23/2022
Complaint No.: 17898801
Rental No.: 811651901

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

I sincerely regret any misunderstanding regarding your toll charges.

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. As I am 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 (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 will be charged on a separate bill.

All toll charges are applied to the Credit/ Debit billed on the rental or mailed to the customer within two weeks of the *********************** completion. The administrative fee $9.99 per usage day. As previously stated, this information is available in the Terms & Conditions as listed in your Signed Rental Agreement on Page 4.

Thank you for contacting us.
Initial Complaint
Date:09/06/2022
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 reserved a car through American miles. **** I got to the counter after waiting 40 mins in line the man says oh you have a compact card. I said well I don't know it's a wild card/ special from American Airlines. Before this my balance was only supposed to be 72.12.The gentleman said oh I'm going to upgrade you to a full size. He never once said there is a ***** fee or showed me anything to reflect this. **** I walked to car I showed the guy I have a full-size car and he said we don't have any you have to get a mid size. At this point I notice I was charged 1***** for an upgrade. How was I not told that I would be charged ***** fee extra day to upgrade. He said I am going to upgrade you.My final bill was ******. I want my 1***** credit to my account. How dare a company tell someone they are upgrading without telling them a fee is involved.
Business Response
Date: 09/13/2022
BBB Case 17926417
Res No: K22340974D0

This is a response to **** Liphser

Im sorry for the issues youve experienced with your rental. Our records show that a refund of $133.16 has been issued to the card on file on 09/03. Please allow up to 7 business days for processing.

Thank you for contacting us.
Customer Answer
Date: 09/14/2022

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:09/01/2022
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.
On July 6th 2022 I made a reservation for two days of car rental thru the web Viajemos.com, after a prepayment of USD***** for the two days of car rental (without taxes), ******** confirmed the reservation with DOLLAR Car Rental under the reservation number K1801292660. On July 7th I picked up the vehicle with DOLLAR and the only additional service I requested was the Toll fees, Dollar gave me an invoice for US$ *****, but without discounting neither mentioning the prepayment of US$ ***** I previously made to Viajemos, but I assumed that they will charge to my credit card only the remaining amount. After returning to my country and reviewing the charges in my credit card I verified that Dollar charged me the total amount of the invoice, when I complained to them, they informed me that any claim should be done to ********, considering that the reservation was made thru them. I contacted Viajemos.com and interchanged with them several messages, they confirmed that the prepayment was for the car rental (despite this amount wasn't invoiced for Dollar, the only support I have of this payment is a voucher issued by ********) and also confirmed that the invoice issued by Dollar was only for the taxes and the additional charges contracted by me. After insisting in my claim, ******** told me that what DOLLAR charged me in their invoice is an "Age Difference charge" and this extra charge was applied because I did not comply with the mandatory age ('!); my age is 48 and the only document I presented when picking up the vehicle was my driver's license that proves my age, besides I was the only person that would drive the car. I will appreciate your help to find a solution to my claim, I consider that Viajemos/DOLLAR has charged erroneously the "Age Difference charge" (US$58 plus taxes) and they should reimburse me this amount, besides is the first time I rent a car and the prepayment is not included/discounted in the final invoice.
Business Response
Date: 09/23/2022
Complaint ID: ********
RR#: 599157425
Thank you for contacting us. Please provide a copy of your driver's license so that we may review.
Customer Answer
Date: 09/23/2022
Dear sirs, please find attached copy of my driver license
Business Response
Date: 10/03/2022
BBB Complaint: 17895261
RR# *********
This is in response to ***************
We apologize for the misunderstanding regarding the underage fee billed to your recent rental and appreciate you provided a copy of your License.
A credit of $61.77 was issued to the card on file,please allow 5-7 business days for processing.
Thank you for contacting us.
Initial Complaint
Date:09/01/2022
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.
Rented a vehicle from *********************** for 2 weeks from 8/6 to 8/21. Put a full tank of gas on 8/20 since I had to be in the airport early at around 4 am. Returned vehicle with no damage and a full tank of gas and I was charge $84.57 according to a representative for fuel. I'm getting no help from dollar rental and they instructed me to email **************** but until now no one has respond to my inquiry. This is a gas scam.
Business Response
Date: 09/14/2022
Complaint ID: ********
******************** RR#: 811749050
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 frustration caused regarding the delays in receiving assistance from our **************** department. Please note, our teams provided assistance in the order in which correspondence is received and as expeditiously as possible. Upon receipt of your inquiry, we immediately reviewed your rental invoice and have found our Verify team provided a credit of the Fuel & Service fee on 09/01/22. The provided emailed correspondence of this credit on the before-mentioned date as well. Please find a copy of your amended invoice attached for your review and record. This invoice will reflect as a zero balance since the Fuel & Service fee was refunded/removed from the charges.
We are pleased to see our Verify team was able to provide assistance.
Initial Complaint
Date:08/31/2022
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 recently rented a car from Dollar. rental agreement number: *********. Plate and State Number: ** DFLN19. Rental Start Date: 8/12/2022 12:07PM. Rental Return Date: 8/14/22 1:30pm. NOTICE NUMBER: *************. I first received a toll bill of $10.17 with an administrative fee of $15.00 total bill of $25.17. Then two days later I received another bill of toll amount of $12.76 with another $15.00 administrative fees for a total of $42.76. this is outrageous and ridiculous. I researched and I see that there was a lawsuit against Dollar for this. I am afraid that they are going to send more of these and the fees will start to build tremendously. I don't want my credit to be affected by this company taking advantage of its customers. I don't want to become another person who is scammed. How do I add to the class action lawsuit?
Business Response
Date: 09/26/2022
BBB Complaint ID: ********
RA# *********

Thank you for contacting us. We appreciate this opportunity to address your concerns.
Per your signed rental agreement, when the optional PlatePass All-***************** is declined, you are charged for all tolls incurred plus a $15 administrative fee for each toll. Therefore, since this service was declined, you were correctly charged and no refund is warranted in this matter.I have attached a copy of your signed rental agreement and toll invoice for your reference.
Initial Complaint
Date:08/31/2022
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.
In planning a 3 city trip I booked all lodging accommodations and rental cars through Priceline. Each booking cost totals were consistent with the Priceline assessment except for the Dollar Rental Car billing in *******. Priceline Trip Number 118-325-375-18 provided a confirmation with a total due at pick-up of $87.61 for a two day mid-size car rental. I declined all upgrades and other amenities as it was intent to book the car at the most economical cost. I indicated that to the agent and signed the automated forms expecting that amount to be the total remittance. At no time did the agent indicate additional costs would be assessed. After leaving to retrieve the vehicle, the lot agent directed me to choose "any car" on the last row. Upon arriving at the last row I observed that all of the cars were a grade larger that what I had reserved. I walked all the way back up to tell the agent the car was larger and I was not looking to receive or pay for an upgrade. The agent responded with "Sir, those are the only cars we have left. Please choose one and there will not be a charge for an upgrade as those are our only cars." A week after returning the vehicle, my credit card statement indicated a charge of $447.77! With the intent of minimizing the cost for this extended trip, I booked economically for a reason. I did not request any upgrades considering it was for a 2-day trip. By comparison my Advantage Car rental for 2 days in ********* prior to this stop totaled $102. My Hertz Car rental for 4 days after this stop in ******* totaled $243.00. There was no way I was entering an agreement to pay more for a 2 day intermittent trip than a combined 6 days for the rest of the trip. This billing is erroneous and excessive and the communications between Priceline and Dollar Rent a Car have not brought about a resolution to the stated amount of $87.61 for this rental. I am hoping there is a recourse for this mistake and that a resolution is available for a $390.16 overcharge.
Business Response
Date: 09/14/2022
Complaint ID: ********
******************** RR#: 813843520
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 misunderstanding regarding the charges billed for your Phoenix rental with Dollar. Upon receipt of your inquiry, we immediately began an investigation into your concerns. We apologize for any frustration caused by the change in the rate billed on your rental. Our records confirm your reservation under confirmation K1923441781 was booked at a rate of $26.82/per day with a 9% discount and this rate was not honored at the time of rental. Therefore, we have adjusted the rate billed for your rental to match this amount. A credit of $214.36 has been processed to the charge card originally billed. Though processed at this time, please allow up to 5-7 business days for the credit to show on your billing statement.
Rest assured this is being addressed with appropriate management for their review and corrective action where necessary.
Customer Answer
Date: 09/21/2022

Complaint: 17895251

I am rejecting this response because: The acknowledgment that the confirmed rate by the company of $26.82 per day (although different from the $24.41 at the time of booking) will be honored, the remittance is significantly less than the amount charged to my credit card. I was charged $447.00. The total 2-day basic rental fee of $53.64 plus any requisite fees does not equal the $233 charges remaining after the $214 remittance. A remittance of $214 minus the agreed upon total charges of $87.61 (Refer to invoice document attached in the initial complaint) still leaves $145.39 that is not accounted for. I am requesting an additional remittance in that amount.
I appreciate the businesses' willingness to investigate and resolve this situation, my request is that a reevaluation be afforded to reassess the amount remitted to more accurately reflect the amount charged.
Thanks BBB for your assistance and to Dollar for assisting with a resolution to this issue.

Sincerely,

***************************
Business Response
Date: 09/23/2022
BBB Case: 17895251
Res No: K1923441781

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

I apologize for the issues you have experienced. Upon my review I found that your refund was indeed incorrect and have issued an additional refund of $139.65 to the card on file. Please allow up to 10 business days for this to process.

Thank you for contacting us.
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:08/31/2022
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.
I rented a vehicle from them a couple of days ago. I stopped at the closet gas station to their location and filled the car up right before I dropped it off. The next day I see that there is a $48.27 charge on my bank account from them. I called to inquire about the charge. I was told that I did not fill the gas up. I told them that I did right before I dropped it off and I was basically called a liar. They told me that they put 3 gallons in it and charged me $9.99 a gallon. Again I told them that i filled it up at the closest gas station to them and there was no way it took 3 gallons to get to them. They refuse to correct their error. I filled the car up like I was supposed to. I should not have to pay an excessive fee as if I didn't.
Business Response
Date: 09/07/2022
Complaint ID: ********
RR#: Unknown
Thank you for contacting us. We would like an opportunity to respond, however we are unable to find a rental in your name. So that we may assist please provide the rental record/agreement number, confirmation/reservation number, and name of primary renter.
Initial Complaint
Date:08/30/2022
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.
I am a single parent who was given an opportunity to send my disabled child on an all expense paid trip to ***********. In order for him to go on this trip he needed a passport. The only available appointment was in ******* ** which was over 600 miles from my home in *******, **. I was determined that my child would get this opportunity. On August 8, 2022 I rented a vehicle from Dollar Rental Company ************************************************************************************************* (Rental Agreement Number *********). On August 8, 2022 I picked up the vehicle and returned it on August 10, 2022. On August 28, 2022 I received a Notice from DOLLAR/ ATS Processing, POBOX ***** o-5, Temple AZ85282 for $32.48 for a $2.49 toll charge On August 29, 2022 I received another Notice from DOLLAR/ ATS Processing, POBOX ***** o-5, ************** for $99.20on a $9.20 toll charge On August 29, 2022 $99.20 was paid via credit card regarding notice7460237549213. My mother, *************************** who is on a fixed income and who is also a military veteran from Dessert Shield/Storm paid $99.20 on her credit card. When I rented the vehicle I specifically told the clerk I was going out of state. He never mentioned anything to me about an administrative fee for all tolls. I also had no idea there would be unattended tolls. I would like to be refunded the $90 processing fee. And I also want this company to stop this practice of ripping off unsuspecting consumers. If Dollar had informed me that they charged an "Administrative Fee" for all tolls I could have used another company, or purchased an EZ Pass or taken a non toll road. I assumed Dollar or the ******* Department would send me a bill for the tolls and that would be the end of it. I had no idea Dollar would seek to steal an additional $90 from me under the false pretense of an Administrative fee. Why aren't customers told about this fee? This is a scam, I want the $90 processing fee to be refunded back to my mothers credit card.
Business Response
Date: 09/26/2022

BBB CASE#: 17895849
RR#: 812207034

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

*************************** entered into a contract with The Dollar Rental on August 8th, 2022. Per the provided Signed Rental Agreement (SRA) the customer declined the Toll Package If the Toll Package is declined the toll charges would be charged to the customer on a separate bill.

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 I am 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 (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/PlatePass **************** 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.

Thank you for contacting us.Tell us why here...
Initial Complaint
Date:08/30/2022
Type:Service or Repair 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 car from Dollar Car Rental at the ******* International Airport for the dates of 8/24/22 through 8/27/22 and were given a 2019 Dodge Challenger. On 8/25/22, the back rear tire on the driver's side had a low tire pressure warning indicator light come on so we stopped and aired up the tire at a local gas station. When we went to get into the car on the morning of 8/26/22 around 9:35 a.m., the back passenger tire was completely flat. We looked for a spare tire or tire repair kit but couldn't find either one so we contacted the rental car company who told us that they would have to call a tow truck and we would need to remain with the vehicle until the tow truck had arrived. It took about 2 hours for the tow truck from AAA to get there around 11:37 and then we were told by Dollar Car Rental that there were no local cars available in the area where we were staying which was in ***************. Dollar sent ** a link and told us we would have to take a Lyft back to the ******* Airport which was about 45 minutes to an hour away. We arrived at the airport around 12:35 and had to wait in a line of about 25 people only to be told that there were no cars available on the lot at the time. We were finally given a replacement car around 2:45 after waiting in the terminal area for more than 2 hours. By the time we got back to the *************** area it was around 4:00 p.m. so we had basically wasted one whole day of our vacation in ********** which was only for 3 days. Dollar Rental Car should have spare tires in the vehicles which could have been changed in a matter of minutes and we could have been on our way. They should thoroughly check & have extra vehicles available on the lot for mechanical breakdowns/issues when they arise. We have attached copies of our receipts for the rental car(s) and would like a refund of $100.00 which is approximately 1/3 of the cost of our car rental since we lost a whole day of our vacation time dealing with this issue.
Business Response
Date: 09/14/2022
BBB CASE#: 17895868
***************# *********

This is in response to ***************************. Thank you for allowing us the opportunity to address your concerns.
At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to us. I apologize for the condition of the rental you received.All Hertz 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. I have issued a credit in the amount of $87.24 back to the card on file. Please allow 5-7 business days for this to reflect within your account.
Thank you again for contacting us.
Customer Answer
Date: 09/14/2022

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,

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

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Dollar Car Rental is NOT a BBB Accredited Business.