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

  3535 Ulmerton Rd Clearwater, FL 33762-4212

• 

  Dollar Car Rental

  10991 Terminal Access Rd Fort Myers, FL 33913-8223

• 

  Dollar Car Rental

  6000 Airport Cir Sarasota, FL 34243-2105

• 

  Dollar Car Rental

  28000 Airport Rd Punta Gorda, FL 33982-2453

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:08/15/2022

  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

• Initial Complaint

  Date:08/14/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a car from 5/24-5/30 Minneapolis to Rochester NY
  
  Paid for rental in full. $660 prepaid plus $275 in taxes which I paid at drop off of car
  
  A few days after I get charged for the entire rental again. Business unable to issue refund so I file a charge back.
  
  A few weeks go and I get a refund.
  
  At the time of refund I then drop my charge back.
  
  Dollar car rental now claims I never paid $275 because the charge back was never reversed by bank. This is simply false. I have sumbitted proof that charge back was reversed by chase bank.
  
  I called chase bank with Dollar car rental on the phone to confirm that dollar had been paid. Despite my bank confirming I paid dollar cannot find the funds.
  
  Since 90 days have gone by Dollar threatened to send me to collections so I have paid the $275 a second time.
  
  I am seeking a refund of my double payment.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/16) */
  The issue has been (potentially) resolved.

• Initial Complaint

  Date:08/12/2022

  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 purchased a rental through Capital One for a car from Aug 6-10. The charge was $255 approximately for a "Q6 or larger wild car". When arrived the agent offered me a larger car for $18/day which seemed reasonable so I went with it. He said a hold of $500 would be placed on my car until returned but strictly just a hold. However after returning the car, with gas tank filled and on time, I received an invoice of an extra $366!! That's a total of over $600 for a rental I was under the impression would only be $255 plus the upgrade. I called the company and was told I could only get back the insurance charge (which I thought I originally waived). So still a "concession fee", "customer facility charge" and taxes that were completely withheld from my when I was at the counter. I feel like money was taken out of my pocket and they only tell you when I was too late. Again almost $600 for a bill I was expecting to be $350, almost double. Absolutely disgraceful.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */
  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 concerns caused by the charges incurred on your rental. Our records show you reached out to our Customer Service team regarding these charges. Based on our records, the charges billed were valid as they were accepted and signed for on the rental contract. We have attached a copy of this contract for your rental and record.
  
  We show our Customer Service team provided a credit of $135.96 on 08/11/22 for the optional coverages as a gesture of customer service. Though processed on this date, please allow up to 5-7 business days for the credit to show on your account. We are pleased to see they were able to provide assistance.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:08/12/2022

  Type:Sales and Advertising 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.

  Dollar Rent A Car did not honor my reservation rate due to the fact that my flight was delayed and I called in to make them aware, thus changing the pick up time. They told me by changing the pick up time my reservation rate was waived and I had to pay a higher rate. I was overcharged $130.88 over my reservation/confirmation amount. After multiple attempts via phone and email to rectify this I was told they will not refund me. This is not right, I did the right thing by informing them of a flight delay and was punished by being charged $130.88 over my reservation rate. I am seeking to be reimbursed.
  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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 concern caused. Our records show your reservation was booked and prepaid for through a third party vendor, Priceline. The funds were not sent to Dollar from the third party and therefore, the full amount billed at the time of rental. Unfortunately, the payment made through the third party must be refunded by the third party. We confirm on 08/11/22 Priceline contacted us to confirm the prepaid funds were not received, we confirmed this information to them at this time so that they would be cleared to process the refund through their billing systems.
  
  In addition to this, we have adjusted the applied weekly rate of your original reservation to your booking. A credit of $131.30 has been processed for the difference. Please allow up to 5-7 business days for this credit to show on your billing statement.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (2000, 7, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The justification for my refund request was accepted by Dollar Rent A Car and the credit has been issued. Although I am not happy that I had to resort to contacting the BBB for assistance, I am happy it has been resolved. Dollar should reevaluate their change fee policies.

• Initial Complaint

  Date:08/11/2022

  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 booked with Dollar months in advance for a SUV or similar for July 2-11 for pickup at PHX. I paid $1025.06 at the time of booking. When we arrived at PHX they had zero cars and said we'd have to wait and that it could be 2 hour or 7 they didn't know. They were waiting for cars to return to the airport. I called the 1-800 number for Dollar as I was advised and asked for a refund. I was given a date of July 15th for my refund to be received. I didn't receive it. I called again and was told that it needed supervisor approval and that they approved it and I would receive the refund by August 11th. I haven't received a refund yet and keep getting the same response, that it needs supervisor approval and a new date is given. My case number is #XXXXXXXX. I'd like Dollar to refund my money as they did not provide what was promised to me to begin with. I do no believe that this company should advertise that they never forget whose dollar it is. I see this behavior all over any platform they are on. They shouldn't advertise that if they aren't in the business of refunding in a timely manner.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  Dollar Res#: KXXXXXXXXE4
  
  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 location in Phoenix was unable to secure your recent reservation with a vehicle, on behalf of Dollar 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. We remain committed to provide more fleet availability.
  
  We have confirmed a credit was processed for the full prepaid amount of $1025.06 to the originally billed charge card. Attached is a copy of the refund invoice. As your financial institution determines the processing times of refunds, we recommend reaching out to them directly for further assistance.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was appauling customer service and disrespectful treatment top to bottom. When we arrived the two ladies at the desk had extreme attitude with my wife and I. We were trying to pick up our car and not miss the next connecting flight.
  
  The ladies said "oh really" and then informed us that it would be a 3 hour wait. they almost seemed to enjoy our reaction. from there it got worse. made up lies to maipulate that I will gladly explain on a phone call from a higher up.
  
  The car arrived after 2 hours. I was profiled in the lot and hassled for my paperwork. It was a humilating demeaning experience. The customer service is one thing but this was personal disrespect.
  
  I am furious at how this was handled. My credit card was forgotten due to all the frustrations. no one at dollar even attempted to call to report that. over 100$ was lost in their vehicle that they made me switch out of and they didnt even call to report this either. Didnt get to use my gift certificate. was lied to and told to drive around the entire rental facility only to be laughed at by the employees on the other end. this was from a manager who pretended to be nice only to find out what she said was not true after the fact.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: Unknown
  
  This correspondence is being sent in response to a query made by ****** ******. Thank you for allowing us the opportunity to review your concerns.
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Dollar Rental Record number or your 11-digit Dollar reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here is the rental record #: XXXXXXXXX
  
  
  Business Response /* (4000, 11, 2022/08/26) */
  
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ****** ******.
  
  We apologize for any difficulties encountered during your rental experience with Dollar. Rest assured, we have ensured this matter is being thoroughly reviewed with appropriate management and corrective action taken where necessary.
  
  We have been unable to confirm a full refund of your rental charges was promised. As a rental vehicle was provided for the full duration of your rental from 07/21/22 - 08/03/22 a full refund is not warranted. However, as a gesture of concern we are issuing a credit of the charges billed at the time of rental in the amount of $240.18. Please allow up to 5-7 business days for the credit to show on your billing statement.

• Initial Complaint

  Date:08/10/2022

  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.

  My rental duration is 7/29 to 8/24 and there was horror thing happened when I tried to pick-up my car from rental company, and since this booking is under process, rentalcar.com member told me that need contact with you for trip cancelled in urgent case. Please refer to attachment mail.I wanna cancel this trip and get my money refund since this trip doesn't finish and it was terminated due to Dollar done the bad behavior to me, I have no choice.But booking online customer service said that they don't have permission to do it, need your help to this work.When I want to O'hare airport and try to get a car based on my ordering on Booking.com. The man who serviced on dollar counter told me that I need to pay a bill for additional product which cost 2500 USD. I told him that I had my car rental insurance and I've called Allianz on 7/29 for double confirm that this insurance will be covered for the car that rental owner is me. Allianz call center confirmed that their insurance covered rental car damage and Theft. The maximum coverage been 75,000 and it's over the car cost that I rent. That's why I show this information to car rental - Dollar. But that man just ignore and even don't want to see any detail. Just waived his hand and asked me sign the payment for 2500 USD! (The Allianz insurance, please refer to below, Effect date from 7/28 to 8/24). I believe all of thing with Dollar counter security camera can proof it.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: Unknown
  
  This correspondence is being sent in response to a query made by FIRST LAST. Thank you for allowing us the opportunity to review your concerns.
  
  We apologize for any confusion caused by the required authorization hold placed on your charge card at the time of rental. As outlined in the Rental Terms & Conditions both at the time of booking as well as in your rental contract, customers will be required to have the full estimated total charges plus an additional $200-$500 hold placed on their card at the time of rental. This hold is electronically released at the time of return when the final total is billed.
  
  Our records confirm the hold was released on 08/02/22. Though released on this date, it takes 5-7 business days on average to no longer show on your billing statement. Attached is your final invoice for review and record.
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  There is no any bill fixed till no that Dollar said "the hold was released on 08/02/22, it takes 5-7 business days on average to no longer show on your billing statement."
  
  There is nothing recovered on my Bill and 2500USD still on the bill.

• Initial Complaint

  Date:08/10/2022

  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 recently rented a car for 8 days. Pick Up was LAS VEGAS airport and drop off was DENVER airport.
  
  I had a first reservation under KXXXXXXXXXX - booked on dollar.com
  I prepaid for $549.89 USD and had to pay the balance at the counter ($237.59 USD)
  
  
  I called the Customer Service to update it and link my Dollar Preferred Membership # (to skip the counter and get reward points).
  To do so, the Agent cancelled the reservation KXXXXXXXXXX and created a new one under KXXXXXXXXA1. There is the mention of the switch in the confirmation email ("Comments : WAS ID KXXXXXXXXXX"). Agent confirmed there was no fee to add the Membership and the cancellation was a technical procedure.
  
  I was told at this moment that I will have to pay in full (same rate) at the location and will be refunded for my first prepayment of $549.89 USD.
  
  I've paid the reservation KXXXXXXXXA1 in full. I've received only a partial refund for the reservation KXXXXXXXXXX
  
  Status :
  
  Total Fees : $787.48 USD
  
  Paid $549.89 USD
  Refunded $499.89 USD
  
  Ask : Refund of the $50 USD from the reservation KXXXXXXXXXX.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: KXXXXXXXXXX / 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 caused when your previous booking incurred a $50.00 cancellation fee when the booking was re-booked to apply your loyalty account information. We have confirmed the cancellation fee was applied due to a system error and are working with appropriate management to ensure this is addressed and resolved.
  
  With this in mind, we have issued a credit of the cancellation fee in the amount of $50.00 to the charge card on file. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/08/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's been 2 weeks and no refund has been issued
  I checked with my bank and the Credit Card Service and they confirmed nothing has been issued.
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  BBB Complaint #XXXXXXXX
  Res. ID#KXXXXXXXXXX
  
  This is in response to ****** ***** ****.
  
  I appreciate the opportunity to address your concerns. Based on my review and Dollar's dedication to customers, I have determined that there was a clerical error in the refund of $50 for the cancellation fee on the Res.ID listed above. This has been escalated and you should see the refund within 5-7 business days if not sooner. Please accept my sincere apology and rest assured that we are taking internal measures to prevent this from happening in the future. Thank you for contacting us.

• Initial Complaint

  Date:08/08/2022

  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 car with Dollar. I received 3 bills from "dollarrentalfine.com" that have many overlapping toll charges (each with a $15 administrative fee...even for the **** cent tolls) My credit card was charged for the first of these bills. I expect them to try to charge for the others. While I'm told that this was in my rental agreement, I was given no notice that each toll would have it's own fee (adding up to much more than the actual toll due) Similarly, I was given no notice or opportunity to pay the tolls myself. This practice seems designed to take advantage. I would pay some administrative fee (Many ticket vendors charge $1 per ticket, for instance), and of course I want to pay the tolls. Now, I expect there will be a lengthy dispute process (which I don't have time for) - Again, this seems "by design"

  Customer Answer

  Date: 08/23/2022

  I have not been contacted directly by the business.
  

  Business Response

  Date: 09/27/2022

  BBB Complaint: 17858611
  RR# *********
  
  This is in response to *******************.
  
  We sincerely apologize for any misunderstanding regarding the tolls fees billed to your Manhattan, ** rental.
  
  As stated on page 4 of your attached Signed Rental Agreement there is a admin fee of $15.00 plus toll charges for each toll road used.A separate invoice for the toll-related charges will be sent to the address listed on your rental. The charges will appear on your credit card as a separate charge from PlatePass.
  
  By signing the rental agreement, you are accepting the terms and conditions of the rental record therefore the charges for toll are correct and a refund is not possible. Attached is a copy of your Signe Rental Agreement for your review and records.  
  
  While I understand this is not the outcome you were anticipating; we ask that you respect our decision on the matter as we consider it having been fully addressed and resolved.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 17858611
  
  I am rejecting this response because: I am sure this is in the rental agreement, but it was buried, ****** expensive, and non-standard.

  An example: I just rented from another company that charges $6 for any DAY that tolls are processed, not per toll, and they posted that information clearly at the counter. Additionally, this other company had 3 other options posted at the counter for dealing with tolls, because most drivers will have to deal with tolls. (Fair business, in my view) They didnt bury the information on page 4 of a rental contract, where it would be easily missed by a normal consumer, and then cap their fee at $90/day (as opposed to $6) for a bunch of 35 cent tolls. (Unfair business, in my view)

  Referring me to the contract is an insult, in my opinion.

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

  Business Response

  Date: 10/03/2022

  
  BBB Complaint: 17858611
  RR# *********
  This is in response to ********************
  

  I appreciate this is not the response you were anticipating;however, I want to assure you this matter was treated with the utmost importance and our decision is base ****************** review carried out.
  

  As stated previously the terms and conditions are as stated on page 4 of your Signed Rental Agreement. The renter is responsible for reviewing the rental agreement in its entirety.
  Our decision stands the charges are valid and therefore our decision remains.
  
  
  Thank you for contacting us. 

• Initial Complaint

  Date:08/06/2022

  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.

  Hello,
  Thank you for being an advocate for consumer protection! My name is ***** ******. My wife ******* and I recently rented a Minivan from Dollar Car Rental to use on vacation in the Northeast. We rented the vehicle through Priceline and were charged $544.05 on 6/29/2022 with an additional $240.55 due at pick-up. After landing at Logan Airport in Boston, MA we picked up the vehicle after being charged $691.33 plus a deposit and being told that the deposit would be returned to our credit card with return of the rental. The receipt provided showed an amount of $691.33 plus the deposit. My wife and I, at the time, believed this to the the updated full price based on additional fees and taxes. We acknowledge that there were additional charges including renting 2 car seats and an additional driver that were pertinent. However, there were significant additional fees including an upcharge for the use of an EZPass system (which we agreed to based on inaccurate information and was never used) as well as other airport and utility fees.
  Importantly, the total price charged for this rental amounted to the SUM of the above amounts ($544.05 + $691.33 = $1235.38), or 57% more than the amount stated during the initial purchase event. As consumers, we rely upon accurate pricing information to make informed choices. If the true price of this rental were known to us at the time of the transaction, this would have certainly influenced our decision to rent this vehicle. We called Dollar on 8/6/22 and were told there was no recourse for this issue. The rental agreement # for this transaction is XXXXXXXXX.
  We are grateful for any assistance in combating, what we feel to be, inaccurate and misleading pricing information from these businesses.
  
  Sincerely,
  ***** and ******* ******

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 9, 2022/08/23) */
  BBB Case: XXXXXXXX
  RR# XXXXXXXXX
  
  This is in response to ***** ******,
  
  ******* ****** entered into a contract with Dollar Rental on July 6th, 2022. Our records show based on the provided Sighed Renal Agreement the Additional Authorized Operator (AAO) for a total of $135.00, Toll Package at $12.49 per day, and Child Seat(s) at $13.99 per day was agreed upon at the time of pick up and the fees billed are valid.
  
  We encourage our customers to review the Signed Rental Agreement before leaving our facilities. If a discrepancy is found by the customer, they can have the agent remove the discrepancy and reissue and new agreement.
  
  Adjustment credits are based on information which, in this case, does not support an adjustment to the additional charges billed. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance to the Signed Rental Agreement the charges are valid, and no adjustment is warranted.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (3000, 11, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, the response from Dollar does not address the core issue which we feel to be unfair and misleading pricing information for this rental transaction. An additional issue with this transaction was the misleading information provided by their own representative with respect to the need for an EZPass rental.
  
  We certainly agree that a signed rental agreement was completed on July 6th, 2022.
  
  As stated previously, we feel that the initial presentation of rental price was, at best, misleading and, at worst, patently dishonest. During the initial online search for a vehicle, we were presented with a price of $544.05 on 6/29/2022 with an additional $240.55 due at vehicle pick-up. We paid the fee online and planned to pay the expected additional charges at the pick-up location. However, the fees were significantly different than the $240.55 expected. Here are the additional charges incurred:
  
  ADDITIONAL OPERATOR 135.00
  CONCESSION FEE RECOVERY 108.33
  CHILD SEAT CHARGE 196.00
  OTHER ADDL CHARGES 8.00
  TOLL FEES 99.96
  CUSTOMER FACILITY CHARGE 60.00
  MOTOR VEHICLE LEASE TAX 12.60
  TAX 6.25% 71.44
  
  resulting in an additional charge of $691.33 (total of $1235.38). We recognize that part of these additional fees were incurred through our own choices which included an additional driver at $135, and 2 child seat rentals which totaled $196.
  
  The toll fee charge deserves special mention here. We agreed to a fee to rent an EZPass after a conversation with the Dollar employee at the rental counter. After discussing our intended destination of Boston and Cape Cod, he recommended incurring additional fees to rent the pass. Importantly, it can be shown by auditing the account in question that this pass was not used a single time during our rental period (July 6-16, 2022). Moreover, to suggest that we voluntarily expressed a desire for the EZPass to incur additional fees with absolutely no knowledge of the toll schedule in the Boston area borders on the absurd. We never would have chosen this option were it not recommended by the Dollar representative. Relying upon the "documentation available" seems to us a convenient excuse to avoid culpability for the presentation of inaccurate information by an employee.
  
  Given the above, we believe it to be self-explanatory that the pricing and toll information upon which we based our purchase decision was misleading. An equivalent analogy to illustrate the problem would be if a consumer were to go into a department store to purchase a sweater. In this example, the price tag on the sweater reads $54 with an additional $24 expected to be assessed at checkout. Once the consumer arrives at the counter to complete the transaction, he or she is then told that the extra charges are actually $26 with an additional $13.50 if you want a friend to be able to wear it, and $19.60 for the sweater attachment that allows you to carry your children around while wearing it. Furthermore, there are only a certain number of sweaters left for you in the store, and you can't get to your destination without a sweater (you don't have a shirt and no taxi nor Uber will transport you if not properly clothed). As you agree to all this, the clerk then informs you that you will need a $10 garment bag in order to be able to wash the sweater. You pay this last fee only to find that the garment bag is not necessary per the manufacturer's cleaning instructions for the sweater. Lastly, there is a deposit that will be returned to you in the near future if you prove to have taken good care of the sweater.
  
  We believe that transparent pricing information during the initial purchase event of a good or service coupled with an expectation of a reasonable responsibility for the accuracy of employee statements are both basic rights for consumers. We hope that Dollar and other rental car agencies will respond to these concerns and improve these important aspects of their businesses.
  
  
  Business Response /* (4000, 13, 2022/08/25) */
  BBB Case: XXXXXXXX
  RR# XXXXXXXXX
  
  This is in response to ***** ******,
  
  I regret any misunderstanding regarding how the charges are laid out on our Signed Rental Agreement (SRA). On page one of our SRA it will show a complete breakdown of the charges being billed. I want to thank you for your feedback, please be assured this will be passed on to the appropriate management team and will be taken into consideration.
  
  Based on the SRA we must respectfully decline your request for a refund of rental charges billed, as the provided services were utilized throughout your rental. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
  
  Thank you for contacting us.