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.

close

Find a Location

Dollar Car Rental has 305 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/05/2022

  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 booked a full-size rental car through Expedia using Dollar to be picked up at the Phoenix Sky Harbor rental car center at 2 PM on 7/26/2022 (to be returned by 2 PM at 8/2/2022) . The total charge at the time was 424.84 (279.24 base). The rental agreement number is XXXXXXXXX.
  
  Upon arriving at the rental car center, I repeatedly verbally declined any sort of insurance or loss damage waiver. Afterward, I was asked to sign to approve various taxes. This is where the agent apparently lied (and the first part of the complaint) - the signature was also to approve an additional loss damage waiver charge (though such a cost breakdown was not provided at the time of signing). The additional loss damage waiver charge was for 237.93. I would like the charge removed.
  
  Additionally, after going to pick up the car, we had to stand in line for 2 hours, though we were already well past our reservation time. When a car was eventually provided, only a mid-size car (Civic) was provided. We were told we could wait longer for a full-size car. Given we had already waited 2 hours (at least 4 hours past our reservation time) and had two young children (ages 3 and 6) that needed to get to bed, we took the Civic. I would like the base charge (279.24) to be appropriately reduced and a refund issued for the difference.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 9, 2022/08/23) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ****** **********.
  
  I appreciate the opportunity to review your concerns. I understand that Phoenix-Sky Harbor Airport was unable to secure your recent reservation with a full size vehicle, on behalf of Dollar I 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. I did notice that the LDW insurance credit was issued on 8.6.22 in the amount of $282.78. I have made an additional credit for the difference of the downgrade that you received in the amount of $49.92 which brings your total refund to $332.70. Allow 7-10 business days to receive if not sooner. Thank you for contacting us.

• Initial Complaint

  Date:08/05/2022

  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 Hotwire and was given Dollar rental car. Dates 7/16/2022 to 8/02/2022. I selected that I would return car on full tank and did so. I have receipt of gas less than half mile away from Maui airport. I have tried 11 phone numbers even the corporate office I was hung up on or # no longer in service. I was charged 85.93 for fuel. I want my money back. The car was full of fuel on return. Thank you

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/09) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  A review of our records indicates the rental location indicated the vehicle was returned with 1/4 tank of fuel. Please provide your fuel receipt showing the fuel purchase prior to return.

• Initial Complaint

  Date:08/05/2022

  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 a Mini Van on March 7th, 2022, with Dollar/Hertz Rent a Car for our family vacation to Florida on July 25th, 2022. I paid $635.45 for a minivan rental on the Dollar Rent a Car website confirmation number #KXXXXXXXXXX to be ready on 07/25/2022 at 1pm at the Sanford Orlando Airport in Florida. Dollar stated we would have to pay the taxes upon arrival, and we were prepared to do that. We arrived and the Dollar/Hertz employee told us because we were paying with a KeyBank Debit Dollar/Hertz policy was to put a $500.00 dollar hold on our debit card and downgrade our reservation to an economy vehicle. The economy vehicle would not fit my family of five with our luggage. Had we known of this policy we would have moved money to our credit cards. This policy left my family stranded at the airport. The Dollar/Hertz employee at Sanford Airport asked if we could call Dollar and ask if they would waive the hold so she could provide us with the vehicle we reserved.
  I called Dollar Rent a Car at X-XXX-XXX-XXXX and the representative said no and refused to help. I canceled my reservation and asked for a full refund. The representative told me on the phone the van reservation was canceled, and the refund would arrive in 7 to 10 business days. We used Uber to get our family to our destination costing us more money until we made arraignments with Budget Rental Car.
  
  On August 5th 10 days after my cancelation, I have not received our $635.45 back and when I called Dollar's Customer Service I given provided with no help, direction or answer as to when my money would be returned. The customer service representative said You will have to contact your bank for help. I just want my refund of $635.45 for the van rental I never received from Dollar/Hertz.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/10) */
  BBB CASE#: XXXXXXXX
  Res#: KXXXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  Please accept my sincere apology for any misunderstanding regarding our rental requirements as it pertains to a debit card. Please note our terms and conditions are provided during the booking process at www.hertz.com.
  
  I have issued a refund of $635.45 to your credit card. Please allow up to 10 days for the credit to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not happy that the refund hasn't been issued yet. I was told on 07/25/2022 the refund was issued and after 10 business days still no refund,that is why I contacted the BBB. Now I'm asked to wait another 10 business days for a refund. I'm getting the feeling Dollar/Hertz enjoys putting people off by promising a refund in 10 business day that never shows up.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  
  BBB CASE#: XXXXXXXX
  Res#: KXXXXXXXXXX
  
  This correspondence is being sent in response to ****** ****.
  
  We apologize for any frustration caused; however, as previously advised this credit was issued on 08/10/22 and will take up to 10 business days to show on your billing statement. At this time only 3 business days have elapsed. Please allow sufficient time for the credit to show on your billing statement.
  
  
  Consumer Response /* (4200, 12, 2022/08/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's August 28th 2022 and Dollar/Herts and again no refund hasn't returned our 635.45. They promised a 10 days return on July 25th 2022 and again on August 10th 2022. No refund has been issued for this incident.
  
  
  Business Response /* (4000, 14, 2022/08/30) */
  BBB Complaint #XXXXXXXX
  Res. ID#KXXXXXXXXXX
  
  This is in response to ****** ****.
  
  I appreciate the opportunity to address your concerns. Due to a clerical error this was just processed on 8.29.22. Allow 3-5 business days to receive. 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:08/04/2022

  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.

  I rented a car online on dollar and paid for it months before. I didn´t agree to any additional insurance and gave my credit card at the counter because I was asked for a hold that would be returned.
  
  My surprise as I returned to Brazil, they charged more than 600 dollars of Premium roadside service and extra liability that I have not agreed upond.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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.
  
  Our records show the provided rental is under a different first and last name than your own. Due to customer confidentiality, we are unable to discuss a customers rental billing with a third party contact. Please confirm the renters first and last name as well as your relationship to them so that we may review.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As requested, the car was rented in the name of Renata Maciel, which is my wife (we are UNITED, attached is the public statement).
  
  Hoping to get a solution soon
  
  
  Business Response /* (4000, 12, 2022/08/23) */
  BBB Complaint #XXXXXXXX
  RR# XXXXXXXX
  
  This is in response to ****** **** on behalf of his partner Renata Maciel.
  
  Thank you for verifying the renters name for security purposes. The refund was processed on 8.15.22 in the amount of $673.36 leaving a zero balance. Allow 7-14 business days to receive 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.
  
  
  Consumer Response /* (2000, 14, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My problem was solved after I sent the documentation on facebook chat

• Initial Complaint

  Date:08/03/2022

  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.

  on july 2 rented a car at Birmingham Airport. Car was not safe to drive. Dollar towed the car on July 5. i only drove car to my destination because it was not safe and should never been rented for use. Dollar charged me $556 dollar for a car i drove 200 miles and only return $258.64 of my money. I am not sure why i was charged $556 for a car that i drove less than 2 hours and 200 miles. i have made several attempt to get my full refund minus the gas purchase but not successful. i prepaid $333 with expedia and was given my full refund. i was on hold for 40 mins today and got disconnected.
  They are possible running some type unfair business, but this is not fair. They rented a piece of **** car that was not safe to drive from the start. i will never rent from Dollar/Hertz again.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 18, 2022/08/31) */
  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 concern caused when the vehicle provided to you experienced mechanical issues during your travels. In addition to the previously provided credit of $258.64 on 07/23/22 and $8.59 on 08/02/22, we have issued a credit of the remaining balance of $288.05 today. Please allow up to 5-7 business days for the credited amount to show on your billing statement.
  
  Rest assured, your concerns have been shared with appropriate management for their review and corrective action where deemed necessary.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (2000, 20, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/02/2022

  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.

  I rented a car in San Antonio, Texas on 3/10/2022 and returned it on 4/23/2022 in San Antonio. I signed a contract for an agreed upon price of 1592.63 with Dollar Rent A Car, rental agreement # XXXXXXXXX and Reservation ID # KXXXXXXXXXX. I returned the car with no issues and 3 months later on 7/23/2022 I received a bill in the mail for 215.16 for an added Customer Facility charge and a O & M Recovery Fee. I called the company on 8/1/2022 and tried to resolve this. They have refused to take it off my bill. I'd like this amount corrected and taken off my bill.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 10, 2022/08/10) */
  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 show prior contact to our Customer Service team regarding the billing of your rental. At this time, we show an adjustment of $215.16 as processed on 08/04/22. The invoice is zero'd out at this time. A copy of your invoice has been attached.
  
  
  Consumer Response /* (2000, 12, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate BBB advocating on my behalf. Dollar rent a car has adjusted the receipt. Thank you.

• Initial Complaint

  Date:08/02/2022

  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 reserved a rental car for July 21, 2022 through Expedia, who reserved it through Dollar Rental Car. The reservation was for 1230 pm. After waiting an hour for the car I spoke with a Dollar Rental Car agent who said there were no cars available and she had no idea when there would be one available. I then contacted Expedia. They arranged for a refund, but then Dollar said they had a car being cleaned. After another hour with no car, we went to another rental place and secured a car. The Dollar Rental agent again told me twice that my money would be refunded. She seemed eager for me to leave and I was eager to go after a 2 1/2 hour wait. I since have contacted Expedia who informed me the money was not refunded and that Dollar is refusing to refund it per contract. It feels a bit fraudulent. The amount is $240.90 and the date of the charge was July 16, 2022. The car was reserved from 7/21-7/26. Expedia itinerary XXXXXXXXXXXXXX

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 10, 2022/08/24) */
  BBB CASE#: XXXXXXXX
  Dollar Res#: 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 11-digit Dollar reservation ID number (begins with J or K). Once received, we will be able to further review your concerns.
  
  
  Consumer Response /* (3000, 12, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dollar is asking for additional information which I am providing. I booked the car through Expedia. Expedia will not refund my money because Dallar would not refund them. Hope these documents help find record of my rental.
  
  
  Business Response /* (4000, 14, 2022/08/25) */
  BBB CASE#: XXXXXXXX
  Dollar Res#: KXXXXXXXXXX
  
  This is in response to ***** *******,
  
  Thank you for providing us with this information. Upon review Dollar never collected any funds from Expedia regarding this reservation KXXXXXXXXXX. I am sorry for any inconvenience you are experiencing; however, because this rental did not take place Dollar never received the payment for this booking and we are unable to process any refunds for this pre-payment. Because this was booked and paid for through Expedia you must contact the third-party to obtain your refund.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (4200, 16, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I contacted Expedia this morning. They said they had sent funds to Dollar Rental but that these funds were being sent back to them. This is a satisfactory resolution, but I would like to keep the case open until I see record of credit on my credit card.

• Initial Complaint

  Date:08/01/2022

  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.

  I rented a car for personal reasons from Dollar Rent a car in Houston IAH (July 22-July 30). When I arrived at the counter the CSR was racing through all the add ons. I did take the gas option because the CSR told me they would top off the tank upon return for $4.04/gallon. Sounded reasonable. I have "profound hearing loss" and even though I wear hearing aids it is difficult to hear in crowded rooms, especially with hard floors and walls.
  At the end of my trip I stopped at a gas station in Beaumont, TX (93 miles from the airport) to fill up. I put $52.00 in the tank. When I returned the SUV it had just more than 3/4 of a tank of gas. When I looked at my receipt it showed an additional $59.15 for gas!!!
  I got in touch with Dollar when I got home and they basically said "suck it". "Our policy is that we charge you for a full tank of gas no matter what. You should have returned the car on empty. You agreed to it so go away we aren't changing the price."
  My dispute is this, the policy was not explained to me at the point of sale. I can prove it. If I had been properly informed of the "Bring it back empty" policy I would obviously not filled it up so close to the airport.
  I believe I am the victim of deceptive business practices. As this is my first time ever renting from Dollar & they are the experts on their policy, I feel it is their responsibility to educate me as to the true nature of their pricing. I am more than willing to pay for 1/4 of a tank of gas because it was approximately 1/4 low, but to ask me to pay $59.15 for 1/4 tank is a nefarious and deceptive trick to garner extra fees.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 10, 2022/08/19) */
  BBB Complaint #********
  RR# *********
  
  This is in response to ******* (****) *******.
  
  I appreciate the opportunity to review your concerns. Normally, customers are responsible for returning vehicles with a full tank. Our records indicate you selected the Fuel Purchase Option. This option prepays for refueling upon return, giving you the customer the freedom to return the vehicle with as little fuel as possible. With this option, Dollar does not refund or give credit for unused fuel. We do apologize for any misunderstanding regarding the FPO policy. I have determined it is appropriate to refund a partial credit in the amount of $43.15. This was done on 8.18.22 and we also wrote off the $16.00. See attached 0 balance receipt. Allow 7-10 business days to receive if not sooner. We appreciate the time you took to share your feedback and look forward to seeing you on your next adventure. Thank you for contacting us.
  
  
  Consumer Response /* (2000, 12, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/01/2022

  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 dollar car rental they demanded a $500 hold on my debit card upon rental completion no refund has been returned no record of rental or any way of contacting company can be obtained

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 10, 2022/08/19) */
  BBB Complaint#XXXXXXXX
  Res. ID# Unknown
  
  This is in response to **** *******.
  
  I appreciate 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, email address or phone number provided. 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 J or K). Once received, we will be able to further review your concerns. Thank you for contacting us.
  
  
  Consumer Response /* (3000, 12, 2022/08/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  see file below #XXXXXXXXX
  
  
  Consumer Response /* (3000, 15, 2022/08/31) */
  Confirmation #KXXXXXXXXXX
  
  
  Business Response /* (4000, 18, 2022/08/31) */
  BBB Complaint #XXXXXXXX
  Res. ID# Unknown
  
  This is in response to **** *******.
  
  The RRXXXXXXXXX provided is not pulling up. At the time of rental, an authorization hold will be secured on the credit/debit card provided, to cover the estimated rental charges and any additional charges that may incurred(including deposit hold). These funds will not be available for your use. Once the contract is closed then the card provided is charged and the deposit hold is released. The deposit hold is not a charge it was just an authorization. If you are still not seeing your funds released then you need to contact your bank to see how long it takes for them to release it. If you still need assistance then reach out to Executive Customer Care Team at 888.225.6610 Mo-Fr 0700-1800 CST. Thank you for contacting us.
  
  
  Consumer Response /* (2000, 20, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/31/2022

  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.

  First, I reserved a "managers special" vehicle which states online "Intermediate or larger vehicle guaranteed" (screen shot attached) When I got to the airport I was told I could only get a compact car and that I had to pay a $40 upgrade. I was driving from Denver to New York so I could not use a compact. After arguing with the agent for over a half hour, I agreed to pay the $40 per day. I reserved the car from July 14 to July 26. Since I knew there was a possibility that I would return the car early and to a different location, before picking up the car I called to see what the charges would be to return it early. I was told there would be no extra charge and that my rate would be prorated for the number of days I used the car. This is in line with my experience with other car rental agencies so I did not question this response. When I returned the vehicle early on July 17, I was charged a daily rate of $347, not the daily rate of $99 that I agreed to in my contract. A rental for 3 days cost $1,334.58! The contract states "rental rate subject to increase if you return the car more than 24 hours before the scheduled return date". This increase was more than 3 times the regular rate and nowhere in the contract is increased rate published. I did not agree to this rate in the contract. (contract is attached) and nowhere is this rate published or advertised. When I called to protest, I was told that I needed to speak to an agent at the Denver airport in Denver. I was given a phone number to call the Denver airport that goes directly to the call center. The call center told me that I needed to speak with someone at the airport and they gave me the same number!! Then I was told that since the location is in an airport, the phone is not manned by a person at the airport and is only manned by the call center. So there is actually no way to speak to a person at the Denver airport unless I physically go back to Denver. (full discussion of problem is attached)
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/09) */
  BBB Complaint *********
  RR#*********
  
  This is in response to ******* *******.
  
  At Dollar, 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. We regret any misunderstanding regarding the vehicle class reserved. Dollar' classification of vehicles is based on a number of factors including the manufacturer's specifications, vehicle size, equipment, capacity and cost. When returning a vehicle early the system calculates the going rate for the amount of days at that time and it does not upload the daily rate from the original contract as it should. Based on my review and Dollar's dedication to customers, I have determined it is appropriate to refund $982.92 as a good will gesture. Allow 7-14 days to receive if not sooner. Receipt to follow within 24 hrs. 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.
  
  
  Consumer Response /* (2000, 7, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)