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

  5405 Airport Service Rd Tampa, FL 33607-1419

• 

  Dollar Rent A Car

  1 Airport Blvd Bentonville, AR 72712-7162

• 

  Dollar Car Rental

  4358 Cypress Rd Saint Ann, MO 63074-1020

• 

  Dollar Car Rental

  5489 Josh Birmingham Pkwy Charlotte, NC 28208

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:08/20/2022

  Type:Sales and Advertising 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 went through Priceline and prepaid for a car rental from Dollar car rental. So I thought everything was paid for. Now during 8/13/22 I land in Atlanta go to pick up the car and while in line they tell us we have to wait 2 hours for our car, which became 2 1/2 hours. So when my name got call I received my paperwork thinking it's my paper for my prepaid payment until I get home and see two charges. I went to Hertz and had someone to explain the charges to me which I still don't understand but one that I do is they charge me for insurance that I told them that I did not want because my statefarm pays for my insurance for any rental and ask if she needed to make a copy. So I want my money back and wants to know why I was charge. I tried to call you just get a recording that's not any help.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/23) */
  BBB Case XXXXXXXX
  Res No: KXXXXXXXXF6
  
  This is a response to ******* ******
  
  Our records show the Liability Insurance Supplement (LIS) was accepted and signed for at the time of the rental. As such, no compensation is warranted. While I understand this is not the desired outcome you have hoped for, I hope you can respect our decision in this matter.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/19/2022

  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.

  Dollar Rent A Car Confirmation Number:K21215025A8 I rented a car with dollar rental car on 8/8/2022. I was just told to pick any car and drive to the gate. Once pulled out of the garage I could see how dirty the windows were. The car had not been properly cleaned even with Covid and monkey pox going on. I called them right away and was told I could go wash it and keep my receipt and they would reimburse me. Okay!! On the road Tuesday night I happened to look up and see the oil change sticker had 7/3/2022 look down and an alert light is on with a message take your car to the dealer. What????? Not only was the car not cleaned but these folk didn't even change the oil as scheduled. I called dollar rental and the young lady says to me oh the oil change is not due it's only at ****** miles. I said no ma'am it was over ****** miles when I picked it up and now ****** with an error message that I'm assuming is concerning the oil. She tells me the nearest place to have the oil changed for free is 3 hours away or I can again on my vacation after driving 9 hours straight take it somewhere else and keep my receipt for a reimbursement. What???? Do I want to spend my money, time and vacation doing what this company should've already taken care of? For all the phone calls and case numbers and unsettling feeling driving a car with my child and family with a go to dealer alert,I would like dollar rental to do a partial refund for the inconvenience. You have to clean your cars siding Covid and monkey pox and definitely change the oil on time and keep correct mileage. Case #s ******** & **********. Even my receipt has the incorrect mileage going and coming back.

  Business Response

  Date: 10/05/2022

  BBB Complaint: 17896021
  RR# *********
  This is in response to ************************** 
  

  The safety of our customers is important to us.All vehicles are properly cleaned, serviced and inspected prior to being released for rental. You may address any questions or concerns such as the outside cleaning of the vehicel you received, they can provide further assistance with washing the vehicle. Service lights do not indicate imminent danger,according to our records you contacted our ******************* to report the oil light indicator was on and although the vehicel was not required for a mileage change we advised if you would like to change the oil we would reimburse with a receipt. Our record do not show receipts were provided for the wash or oil change.
  
  Please provide the requested receipts and we will process a refund immediately. In addition, I have mailed a $25 Rental certificate to the mailing address on your account to use towards a future rental. Please be sure to review the terms of use on the back of the certificate

   

  Thank you for contacting us. 

• Initial Complaint

  Date:08/19/2022

  Type:Sales and Advertising 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 ****** Quest Mini Van with Dollar Rental on 2/10/2022 through the ****** App, I paid $422.93..I picked up the car at ********* International Airport on 2/17/2022 and dropped it off at ********* International Airport 2/22/2022. I purchased fuel at Market Place across the street from the drop off location at ****am and returned the car in ********* and we were all set and paid. I got a letter from Dollar rental a month later, of them informing me that I returned a ********** car to ********************* and they charged my card $275.00 and I owe $245.70 more. I didn't drive an Altima car and I have never been to ************. I believe they are charging me for some one else bill. Over the last 6 months I have called Dollar CS multiple time and this has not been resolved manager, supervisor, agent all keep asking for more time and i do not hear from them until i reach out.. In the mean time I was sent to collections for non payment which is putting my credit at risk. I need my money returned $275.00 to me and the collection agency claim pulled back now.

  Customer Answer

  Date: 08/29/2022

  Dollar Rental has not responded to me. I am still waiting for a response and refund. Thanks Reshma

  Business Response

  Date: 09/29/2022

  BBB complaint: ********
  RR# *********

  This is in response to ****************************
  Please accept our deepest apologies for the inconvenient this may have caused you.
  
  According to our records the unpaid balance was written-off and you therefore are no longer responsible for the balance. Our records also show a credit of $169.33 was issued to the credit card on file. Attached is a copy of your updated invoice.
  
  Thank you for contacting us. 

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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 picked up my rental on 8/12/22 with a return date of 8/14/22. I was quoted a rate of 2 Weekend days at $56.15 per day, with unlimited mileage (with a promo code). I did return the car 1 day late (8/15/22), but per the company's policy, they are allowed to charge me $16 per day for a late return and the full rate of the vehicle. For a full-size car, they advertise $59.23. So per their policy and their advertising, I should not have been charged more than $75.23 for 1 day. They charged me $167 per day for 3 days. I spoke to 2 different agents on 8/15/22 to try to resolve this. This first agent was very rude and refused to allow me to speak to a Manager. The 2nd time I called the agent was helpful and agreed to adjust my bill bringing my total to $190 and some change. I never received confirmation from them like they said they would provide. This morning 8/18 I checked my credit card statement and my card was charged $657.13. I called to try to get this resolved yet again. There was a language barrier and I kept telling the agent that I could not understand him, he told me I would receive a refund for $300 and that it would take 5-7 business to receive. When I asked to speak to a Manager he got upset with me and demanded to know the reason I wanted to speak to a Manager. I explained to him, that I could barely understand his English and that my bill was still incorrect and that his continuing to say the same thing repeatedly was not resolving my issue. The call hung up. I called again, (another language barrier). The agent was very rude as she continued to speak over me and wouldn't allow me to speak. When I asked her if she was going to let me speak she simply stopped talking. I said hello like 4 times and she finally asked me "what do I want". I demanded to speak to an agent and she told me there was not one available.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/19) */
  BBB Case: XXXXXXXX
  RR# XXXXXXXXX
  
  This is in response to ***** ********,
  
  I am sorry for any misunderstanding on the charge billed on your Atlanta AP, GA rental from 08/12/22 to 08/15/22. Our records show a refund was issued and cleared in the amount of $343.32 on 08/17/2022. The refund was issued to the Discover Card on file.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/17/2022

  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 Chrysler Pacifica from Dollar at MCO airport on the 29/07/2022 @ 7.53pm RR#XXXXXXXXX
  
  With our body clocks (my partner and 3 children) saying that it was 00:53 am (we are from the UK), we noticed that the 'Oil change due' and battery stop / start warning light was on along with the message 'Service stop /start system', along with various scratches / body damage.
  
  As this was the only vehicle avalible we took it, and being a mechanic i thought we will take it, and i will look over it tomorrow and see what is what.
  
  Upon looking over the vehicle we noticed that both front tyres were bald on the edges and worn to the legal limit and the rear brake pads were worn very thin and the battery was defective..
  
  Hertz advised i should take the vehicle to 'Pep Boys' as their approved repairer in the area, Show the voucher and all the repairs would be carried out and covered by Hertz / Dollar.
  
  We were due to go to Univeral Studios the next day so agreed that we would pop in to Pep Boys on the way through. We dropped the car off and advised we would go to Mc Donalds and be back in 2 hours. We went back to be told that Hertz had not approved the brakes or battery yet - 6 hours later i spoke to Hertz who advised if i paid the bill i could reclaim at the airport. I have been passed from pillar to post since with no one now talking to me - missed a day of my holiday and $700 out of pocket.
  
  I am seeking the $687.84 i paid in repairs and £299.71 for the 1 days pass tickets we couldn't use.
  
  If the vehicles were maintained properly then i would never be in this situation.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/20) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX
  
  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 inconvenience caused when the provided vehicle experienced mechanical 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.
  
  With this in mind, we have processed a credit in the amount of $988.80 to the charge card on file. Though processed today, please allow 10-14 business days for the credit to show on your billing statement.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the response.
  
  I am happy with the outcome, it's just a shame that the original agreement was not honoured I.e re imbursed when I returned the car, and even more so that we were rented a vehicle in poor condition.

• Initial Complaint

  Date:08/17/2022

  Type:Sales and Advertising 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.

  RR #********* We rented a car in *******, **, on 7/19 to be dropped of at the *** airport in *********, ** on 7/21. During our trip, we tested positive for COVID, and so as we neared the dropoff location on 7/21 before noon, we called Dollar ahead of time to ask about dropoff procedure to avoid exposing others.The rep stated we weren't allowed to return our vehicle due to COVID, and instead would have to pay $240 to have it towed to a special lot at the airport. I argued the legality and morality of refusing to accept a vehicle only to charge more money to get it back, when this was never a scenario presented anywhere in any of the paperwork. I also offered to drive directly to wherever this lot was without having any contact with anyone - she said it was not allowed. I asked the rep to confirm and restate that Dollar would not accept the vehicle we were attempting to drop off on time, and she confirmed. Given we were both very ill and exhausted, I decided to just have the vehicle towed and dispute the charges later. However, the tow company also refused to pick up the vehicle because of COVID, and stated they would not pick it up for at least a week. After speaking with multiple reps from Dollar and their **************************** I was finally able to reach a manager, ****, who agreed that it was not legal to not accept the vehicle, and that we could drop it off. Since it was late in the day by this point, he also stated he would add to the notes that we could drop the vehicle off by noon the next day without additional charge due to Dollar's actions (a previous rep. had also offered to extend the timing given the tow). I was overcharged ~$450 for a tow that never happened, late fees, and other increased fees. I have spoken with a corp. rep ****************** and a billing rep (also ****). The billing rep promised a $450 refund was coming but I was only refunded for the tow. I'm requesting charges corrected and an updated receipt for business expensing.

  Business Response

  Date: 09/27/2022

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

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

  I regret any inconvenience this may have caused you and your travel plans. To ensure to safety of our customers during COVID the proper procedures must be followed for customer who were exposed on contracted COVID.  When this does occur, the customer should contact us immediately so that we have retrieve the vehicle and drop off at the designated location.
  
  In accordance with the rental agreement the customer is responsible for any additional fees incurred during their rental time frame. Based on this information I can confirm that proper Hertz policy was followed.
  
  Our records also show as a one-time goodwill gesture the towing fee was issued and a credit of $495.59 was credited back onto the card on your account. Attached is a copy of the updated invoice for your review and records.
  
  
  Thank you for contacting us.

  
  

• Initial Complaint

  Date:08/16/2022

  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.

  Absolute scam - this is no longer a reliable business service. I reserved a car over two month ago on June 11th and they cancelled my reservation today at the last minute, with zero customer service to remedy the situation. They would not honour my reservation, would not honour the price I initially reserved for, would not provide me with a car from a different location, would not help AT ALL to find an alternative, and would not offer any compensation whatsoever. Phone calls placed to the rental location remain unanswered, emails remain unanswered, and I have informed them by email that I will be reporting them to the Better Business Bureau. I have rented cars from this Thrifty location for several years and have always been happy with the service, but no longer. I have had to seek out a last-minute alternative, much more expensive arrangement in order to carry out my plans to visit my family. Timing is extremely difficult for me to sort out as I am a frontline healthcare worker and need to book plans months in advance, so cancellations at the last minute such as these threaten my ability to visit my family.
  
  I am seeking Thrifty to apologize and to reimburse me in cash the cost of the difference between their unhonoured reservation and the cost of my alternative arrangement. The original cost for my reservation through Thrifty would have been 1,957.16$ CAD. I have made alternative arrangements through another car rental company for the cost of 2,761.69 $ CAD.
  
  There are numerous online reviews from customers describing the same problems that I am experiencing. As such, I am also seeking the Better Business Bureau to prevent this from happening to other people.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 10, 2022/08/20) */
  BBB CASE#: XXXXXXXX
  Thrifty Res#: KXXXXXXXXF8
  
  This correspondence is being sent in response to a query made by ******* *****. Thank you for allowing us the opportunity to review your concerns.
  
  We understand that our Toronto location was unable to secure your recent reservation with a vehicle, on behalf of Thrifty we would like to apologize for any inconvenience this may have caused to you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. Please be assured we remain committed to provide more fleet availability.
  
  In order to consider reimbursement of the difference in cost, we must have the final invoice from the alternate rental agency. As your confirmation indicates your rental will take place through 09/13/22, we are unable to provide this reimbursement until the end of your rental when the final itemized invoice is provided. Once your final charges are billed through Enterprise, please provide us with the invoice showing the final charges billed and we will be able to further review for possible reimbursement.
  
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:08/16/2022

  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 WAS GIVEN A RENTAL CAR THAT TOTALLY BROKE DOWN ON ME AND JUNE 2022 WHILE I WAS HEADING TO A BUSINESS MEETING DOLLAR SAID THAT THEY WAS GOING TO REIMBURSE ME FOR THE PROBLEM IN NEVER DID WHAT THEY SAID I CALL NUMEROUS OF TIMES AND THEY SAID THEY WAS MAILING THE $100 BUT I STILL HAVENT RECIEVE IT ITS BEEN 2 MONTHS STILL NOTHING PLEASE LOOK INTO THIS MATTER FOR ME !!!

  Business Response

  Date: 08/30/2022

  This is in response to **** ******
  
  
  I apologize for any inconvenience this has caused; I have confirmed that a Rental Certificate for $100.00 was processed on 08/27/22 please allow up to 10 business days to receive this certificate as it has been mailed to the address on file.
  
  
  Thank you for contacting us
  

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising 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 made a rental car reservation on 5.17.22, using an employer-based third party ***** Benefits) for a rental car from Dollar, scheduled pick-up at San Diego International Airport on 6.25. 22, with return on 7.10.22 to the Richmond International Airport. The reservation cost was $1,623.45 (which was paid online at the time of the reservation). Order #XXXXXXXXX, Conf #KXXXXXXXXXX.
  
  When I arrived at the San Diego International Airport kiosk, I was told there is a "different drop-off location" fee, totaling $1,551.07 (on top of the $1,623.45 that I already paid). I do not find it at all acceptable to add this fee at the time of pick-up when the online reservation had the pick-up AND drop-off locations provided AT THE TIME OF THE RESERVATION. This not only lacks transparency in pricing, but is outright manipulative, as I was 'stuck' at the airport with no means of travel, unless I paid the almost-double fee for the reservation.
  
  Had the pricing been available up-front (at the time the details of the rental were provided online), I could have made an informed decision about the car-rental. This is manipulative.
  
  I got nowhere with the person at the desk (of course), as all of this is out of his control. I initiated a call upon my return home and was told that a refund would be issued within 7-10 business days. I waited several weeks, and after hearing nothing, spoke with a customer service rep who told me that the claim was 'closed' because the bill was 'okay'. I asked for a supervisor; none was available. They offered a call-back, which I accepted. No supervisor called me back. I called again the following day (or two?) later and was provided with notice that my fees were appropriate and I 'signed the contract' at pick-up. This is true; that's what happened due to being in a situation where there seems to be no other appropriate option (aside from sleeping at the rental car office). I expect better from Dollar, including the $1,551.07 not included in the reservation

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/24) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX
  
  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 caused by the one-way fee incurred on your rental. We have reviewed your reservation under KXXXXXXXXXX and found the reservation was booked and confirmed with the one-way fee listed. The final charges have been billed accordingly to the terms of the reservation and we do not show the reservation was altered at any time from the time of booking/confirmation. Please forward a full copy of your original confirmation email so that we may further review.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/08/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am attaching my confirmation email here, as requested. I am now surely able to see the "drop off fee" and "other fees" at the very bottom of my reservation confirmation email, which has my rental details AND payment made clearly spelled out at the top, in normal font. My complaint is that adding details in tiny print at the very, very bottom of an email, when the details of the rental were provided to the company VERY clearly is VERY lacking in transparency and is outright dishonest and manipulative. Especially when the fees are markedly close to the amount you're already paying (which would allow for even easier mistaken overlooking). I was clear from the get-go for where I was picking up and returning the rental. To 'stick me' with a fee that almost doubled the cost of the rental, when I could have and should have been notified and allowed to make payment AT THE SAME TIME would have been more professional, transparent and appropriate. This is an incredibly poor business practice, to say, "oh, it's there, in the very bottom of your email confirmation - too bad you didn't look at it with a magnifying glass to know you'd be charged a second time at the time of pick up". Poor form Dollar car rental. Very poor form.
  
  Shame on me for foolishly thinking that when I put in the pick-up and drop-off locations, this rental car company would build these details into the rental agreement clearly, up front, for the consumer to see and understand clearly and pay for all at once, at the time of reservation.
  
  I believe that while I DID miss the details about the drop off and 'other' fees, it was due to Dollar rental car's sneaky, misleading format and processes. It is SO illogical to me that fees would be added on after-the-fact for something that is known up-front that I didn't know to be looking for such a thing.
  
  This unethical practice has left me believing that Dollar rental car would rather hit someone with fees when they are known to be in a position where they're unable to decline doing so (in an airport rental office, otherwise stuck where they are). And, to say, "oh, you should have known, it's on your confirmation", leads me to ask: Why was this cost not included in my rental from the get-go? Why was I not allowed nor prompted to pay for it at the front of the agreement? Likely because I would have made a different choice and this is known to be true. So, it gets tucked into the end of an email confirmation, so you can say "it's there, shame on you for missing it".
  
  I would appreciate if Dollar rental car could acknowledge this as poor practice, work to fix it for others and provide appropriate compensation to me for this poorly executed 'contract'. Thank you for your time and attention.

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising 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 just received an invoice today from Dollar/ATS Processing Services - representing Dollar Rental Car for alleged tolls incurred while I was on a trip in Charlotte, NC. In addition to the miniscule tolls that I allegedly incurred, I am being charged an outrageous $15 per toll charge. This comes to a $75 charge for an alleged $2.52 in tolls.
  
  I was never on any road during my trip to Charlotte that was designated as a toll road.
  
  My main complaint, is that it is completely unconscionable that Dollar would charge a $15 admin fee for EVERY toll not paid. That shold be illegal.
  

  Business Response

  Date: 09/01/2022

  Consumer Response /* (3000, 10, 2022/08/29) */
  I did hear from Dollar and they wanted me to provide proof that I was not on the alledged toll road. Of course, I have no way of proving that. My beef, is that I alledgedly incurred $2.52 in toll charges in a 9 minute period - this may have been when I went round and round on this rural road (that was NOT marked as a toll road, mind you) out in the middle of nowhere when I was lost. But to charge me $75 in admin fees for $2.52 in alledged toll charges borders on criminal and is a completely unethical business practice. The fair thing to do, would be to charge me for the tolls they say I incurred and one (1) $15 admin fee. Your assistance in getting this resolved will be greatly appreciated!
  
  
  Business Response /* (4000, 12, 2022/08/30) */
  This is in response to ******* *****
  
  
  I sincerely apologize for any misunderstanding regarding the charges billed for the toll fees. Plate Pass is responsible for the administration of toll fees. You may contact Plate Pass Customer Service at X-XXX-XXX-XXXX between 7:00 a.m. and 7:00 p.m. Central Standard time or by e-mail at www.PlatePass.com. Copies of itemized receipts and payments can be made online at www.platepass.com.
  
  
  Thank you for contacting us