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

  1410 N West Shore Blvd Ste 800 Tampa, FL 33607-4547

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Car Rental

  1740 Airport Blvd Wilmington, NC 28405-8075

• 

  Dollar Car Rental

  6750 Mississauga Road Mississauga, ON L5N 2L3

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:07/27/2022

  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.

  Experiencing the reservation from ****. Rental Record XXXXXXXXX with Dollar Rental car. First, the car that I picked up from Burbank Airport's electrical goes out and, after getting a jump from AAA where I am told to get a replacement vehicle, I am directed by a phone agent to DRIVE the malfunctioning vehicle to the LAX location and get another. I objected, and noted that it probably wouldn't start again, and I didn't feel safe and was advised to call for another AAA jump and then immediately drive the malfunctioning vehicle to the LAX location.
  It took calling back and pleading my case with another agent to get an offered Uber ride and a tow for the vehicle. I take a total of three hours out of my day to resolve this as a Service Member on duty, mind you and now, when my orders have changed and updated to fly out of LAX I am being told that I must pay $276 to change locations despite that I picked up the replacement vehicle from LAX.
  I asked to speak to a supervisor to have the fee waived and the customer service agent argued with me for half an hour that I would not be able to speak with a supervisor. Finally a supervisor got on and immediately transferred me to the LAX location manager's voicemail and dropped the call.
  I am extremely frustrated. I will NEVER do business with Dollar Rental again, this is incredibly unprofessional and frustrating. I want the $276 charge to be immediately waived or refunded from my final rental cost.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/29) */
  BBB CASE#: XXXXXXXX
  Hertz 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 your rental is a current open contract, therefore, you must address your concerns with the return location manager on duty to resolve any billing issues before the contract is finalized and total charges billed. If you are unable to resolve this matter at the time of return, we will be happy to assist you with any billing concerns once the final invoice is available.

• Initial Complaint

  Date:07/26/2022

  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 Rental Car
  
  RR# - XXXXXXXXX
  Pick up date and location - 7/13 - Dulles Airport
  
  We noticed the brakes were messing up originally while we were driving to Michigan from Virginia over the mountains...there was a little bit of shaking
  
  Fast forward to Sunday the 17th, there was a horrible noise coming from the front end...when we would press the brakes the noise stopped. we called customer service for roadside assistance (case #XXXXXXXXXX) and was told to get to a safe place, so we drove about a mile up the road to a gas station. The customer service tried for HOURS to get a tow truck out to us and couldn't until the next morning. They then began trying to get us a ride from our location to the airport to pick up a new rental car. They couldn't find anything (either a cab company or lyft). We ended up waiting almost 5 hours before we decided to just call a friend that is staying at the hotel with us to come take us to the airport.
  
  While waiting at the gas station we also noticed bubbling in the passenger rear tire.
  
  I have attached pictures of the brakes locked against the rotor and the bubble on the tire.
  
  I have called Dollar rental car customer service several times and was told b/c I booked through a "3rd party" (Hotwire) that they could not reimburse me. This is not acceptable as they have received the money from Hotwire and Hotwire is not the one that gave us a care that could have killed us going over the mountains. The car was defective and was given to us by Dollar not Hotwire.
  
  We are asking for a refund of the 5 days for 7/13 - 7/17 (including taxes and fees) that we had the defective car. The rate we had was $ (which is attached in the receipt from Hotwire).

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/01) */
  BBB complaint XXXXXXXX
  RR # XXXXXXXXX
  
  This is in response to ******* ********.
  
  All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
  
  Since we were able to provide an exchange for you and the vehicle was utilized until July 25th. I will be happy to refund $200.00 for you loss of time on July 16th. Please call our Executive Customer Service at X-XXX-XXX-XXXX with your credit number so we can process the $200.00 refund.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/26/2022

  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 through and Expedia package. I opted to purchase collision coverage at the time of booking. When I went to pick up the rental I was offered additional coverage at the counter which I declined. I was advised that I would be charged the fuel cost, as well as a fee for the convenience of returning the car without refilling the tank. I was also advised they would hold funds because I was using a debit card to secure the rental. I agreed to all of this. I was asked to electronically sign to authorize the charges, but when I returned from my trip I saw that my bank account was charged an additional $391.84 for LDW and Premium roadside service. Since I had declined these additional charges I contacted the company, but was told that because I signed the rental contract I had agreed to these charges. I trusted that what I was electronically signing was what was discussed and nothing more. The rental car company refused to refund the charges.
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/28) */
  BBB complaint #XXXXXXXX
  RR# Unknown
  
  This is in response to ***** ********.
  
  At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to us. We are unable to view your attachment and asking if you would send a copy of your Rental record number or the Hertz confirmation number starting with the letter K in a PDF file so that we can further review your complaint. Thank you for contacting us.
  
  
  Consumer Response /* (3000, 7, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have included the requested information including the rental record number and the confirmation number. I look forward to a response from Hertz regarding my refund. Once I have received a refund of the amount they overcharged, I will gladly accept their response.
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  BBB CASE#: XXXXXXXX
  Dollar RR# Unknown
  
  This correspondence is being sent in response to ***** ********. Thank you for providing the requested information.
  
  We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW), Premium Roadside Services (PERS) and Fuel Purchase Option (FPO) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which is provided in the rental sleeve, before departing the facility.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the LDW and PERS in the amount of $446.33. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Dollar, but by your financial institution.
  
  As the FPO is a prepaid tank of fuel, refunds of unused fuel cannot be processed. However, if you provide your refuel receipt showing the vehicle was refueled before return on 07/08/22 we can further review for a possible adjustment of the charges.
  
  
  Consumer Response /* (2000, 11, 2022/08/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund accepted. I really wish this complaint could have been resolved through my many phone calls to customer service, without having to file this complaint.

• Initial Complaint

  Date:07/26/2022

  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 on booking.com. When we went to pick it up we had to pay an upgrade fee to get the car. We also had to buy additional insurance that I already paid for and a 500-dollar deposit on top of the original fee that was paid to booking.com. If I knew the price would more than double in order to pick up the car I would have never used Dollar. What options do we have standing at the desk besides paying more money than we originally agreed upon? Dollar says it is bookings problem booking says it is Dollars problem, This seems like a deceitful practice to make it look reasonable and then shake you for money the day of the pickup because you no options but to pay.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */
  BBB Complaint #XXXXXXXX
  RR# XXXXXXXXX
  
  This is in response to **** **********.
  
  Based on my review and Dollar's dedication to customers, I have determined it is appropriate to refund $321.70. Allow 7-10 business days. 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:07/26/2022

  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.

  Dollar provided extremely unprofessional customer service at Key West Airport. We were informed the car that was assigned for us was no longer available due to the manager taking off in it to Miami. So they gave us another car - it was filthy and disgusting. This matter (for the most part) was handled. However, it is still concer ing they are renting out unsanitary cars, especially with Covid still lurking around.
  My problem is they continue to try and bill my credit card for some administrative fees from the tolling place. I was not explained how the toll system worked, and being from out-of-state, I obviously did not know how they worked. Unbeknownst to me, I wracked up a $1.34 toll charge, to which they tacked on a $9.99 administrative fee to. I emailed customer service. I was getting nowhere with them, so I decided to bite the bullet and wrote them a check for $11.33 to get them off my back. Before Dollar Car Rental received the check, they made an unauthorized charge of $11.33 to the credit card which I made the reservation under. When they received the check, they ALSO deposited it. I froze my account due to the continuous charges ($42.13 two times!) they are attempting to make on my account. The answers customer service provide are not helpful. All I want to know is why this happened, and why it still is happening. I've spoke with other Dollar customers who have had similar experiences and we truly are all dumbfounded how this company remains in business. They have extremely poor business practices.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/27) */
  BBB Complaint: XXXXXXXX
  RR# XXXXXXXXX
  
  This is in response to ******** *****.
  
  When you pick up the vehicle you are asked if you would like to accept our platepass. If declined you are charged electronically and charged to the same charge card the rental is charged to. An invoice will be sent to you if credit card is not on file with rental. I have attached a copy of the toll charges for you viewing.
  
  I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand. All Hertz vehicles are to be thoroughly 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.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To whom it may concern,
  
  You stated we were given the option to accept platepass. That is incorrect. We were not offered a platepass. In fact, we were not even informed there would be tolls. We received a bill for the toll plus a $9.99 administrative fee for a total of $11.33. I received this bill via USPS, wrote a check, and mailed it out. Even though the check was cashed, the $11.33 still came out of my account on the due date of the bill. So you were paid twice. After the unauthorized charge, I contacted Discover and blocked all further charges from Dollar/platepass. You have twice continued to attempt to bill my card for an additional $42.13. I just checked and a third one was attempted and posted on July 31. To which I will now be reporting you and Discover to the Attorney General. These are completely unacceptable business practices.

• Initial Complaint

  Date:07/25/2022

  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.

  On 06/23/22, I booked a rental vehicle (Rental agreement #*********) through a third party company called "Priceline". I reserved a full-size SUV with "Dollar Car Rental". The full amount for the rental vehicle is $744.82. The Priceline Company required me to deposit an amount of $524.96 for the initial booking. The remainder of the balance of $219.86 is due at pick-up. I used my chase business card ending in the last 4 digit #**** for this transaction.
  On 07/13/22, I've arrived at Dollar Car Rental Company located at ***************************************. I spoked to the receptionist and they explained me that they did not have a full-size SUV available but, they do have a Mini-Van that they can provide it to me without any additional charges. In addition, the receptionist advised me that I should sign up with their EZ-Pass for an additional fee since I will be traveling on the highway and some of the roads have cashless tolls and that would automatically activate their EZ-Pass. The total upgrade charge is now $833.18 instead of $744.82. I used my Chase Prime Personal Credit Card ending in the last 4 digit #**** for this transaction. I did not have the original chase business card ending in the last 4 digit #**** in my possession.
  On 07/23/22, I returned the rental vehicle. I then received an invoice through my email and noticed that they charged me $833.18 on my personal Chase Prime Credit card ending in the last 4 digit #****. The amount that I was supposed to be charged is $308.22 since I already made an initial deposit of $524.96 at the initial booking through Priceline. I paid a combined amount of $1,358.14 and should have been charged only $833.18.
  I did speak to the Dollar Car Rental representative after I returned my car and she stated that there's a lot of issues with the 3rd party company and I should have booked directly through Dollar Car rental. I've contacted all parties and they were no response.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/07/27) */
  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 regarding the charges billed for your rental. Our records show at the time of rental, a vehicle upgrade was accepted at a rate of $50.00/per day for a total of $500.00 in addition to the Toll Package. We have confirmed your reservation was made for a Class L4 - SUV and a Class R - Minivan was upgraded into. Please find a copy of your signed rental contract attached showing the acceptance of these charges.
  
  We show on 07/25/22 contact to our Customer Service team was made regarding these charges. At this time, a goodwill credit for 1/2 of the upgrade fees were processed in the amount of $250.00. Though processed on this date, it will take up to 5-7 business days for the credit to show on your billing statement. We have attached a copy of your amended invoice for your record and review.
  
  We are pleased to see our Customer Service team was able to provide assistance. With this in mind, we consider this matter as being fully addressed and resolved.

• Initial Complaint

  Date:07/25/2022

  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.

  Dear Sir or madam:
  
  I rented a car from Dollar at DFW (Dallas Fort Worth) airport. It was a prepaid. It was from July 12, 2022 to July 15, 2022I told the agent that I don't need any LDW insurance because I am covered by my own insurance. Nevertheless, after I returned the car I found out that Dollar is charging me for LDW insurance, even though I did not ask for it. Dollar claims that I signed for this.
  
  I signed for taking out the car, The Dollar agent must have put in the charge without explicitly telling me so,
  I have reached out to Dollar, But they refuse to make any changes. This is unacceptable.
  
  I am regular Dollar customer. I don't expect this type of service and behavior.
  
  I urge Dollar management to remove this charge.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 10, 2022/07/30) */
  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 regarding the additional charges billed for the Loss Damage Waiver (LDW) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which is provided in the rental sleeve, before departing the facility.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the LDW in the amount of $173.73. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Dollar, but by your financial institution.

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a refund of 75.00 for being given faulty cars for rentals. I have my rental agreement document the show the adjustment and the amount of 75.00 I have yet to receive it! I called dollar car and the per management "I don't see the adjustment" i offered to email the rental agreement from dollar car so he could see it. His response " you can but i cant honor it" im so over this company and the unethical business practices it has I want my redund or my next step is the attorney general Of Florida and im filing a complaint . I attached the documents from dollar car

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 9, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. I apologize for any confusion. Because the rental was prepaid in full the refund wouldn't process. I have issued a manual refund of $75.00 to your credit card ending in ****. Please allow up to 10 business days for the credit to post to your account.

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented through Dollar Car Rentals for June 7 - June 14, 2022 (Rental Record #XXXXXXXXX). There was an issue with my car within the first hour of it being in my possession. The undercarriage/splashguard/skid plate came unattached from the front and caught underneath the car through no fault of my own. I did not hit anything; it simply came off. I pulled over onto the side of the road and determined the car was not drivable. I called emergency roadside assistance to inform them of the situation and to get assistance (Case # XXXXXXXXX). Then there was an issue with locating me because the latitude and longitude coordinate I was giving them was putting me somewhere I was not. I was told to call highway patrol and the highway patrolman used zip ties to secure the piece that had come undone to the car so I could get to my destination and off the side of the highway. I was stranded on the side of the highway alone for 2+ hours.The next morning I called and was told to take the car to a mechanic to have the splashguard removed and placed in the trunk so I could drive 1.5 hours back to the rental car place and exchange the car. I was told I would be reimbursed for personal expenses incurred and because I was unable to drive the car for a full day. After dealing with your incompetent and rude customer service team for over a month (Case # XXXXXXXX), I found the phone number listed on BBB and called that number. From there I was told I would be refunded the $138.29 I paid out of pocket. I received an email stating the return had been processed. Waited over 7-10 business days and no refund. I called my credit card company, but they can't help me because there is nothing in the system. I call dollar again and now they are saying that they can't refund it. I've been dealing with this company for OVER A MONTH. Just refund me the money that I am owed, that you said you would refund me.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */
  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 inconvenience caused when the provided vehicle experienced issues during your rental. We also regret this situation was compounded by the service provided by our Customer Service team. 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 issued a credit of the requested amount of $138.29. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  Thank you for bringing these concerns to our attention and for allowing us to provide assistance.

• Initial Complaint

  Date:07/25/2022

  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 picked up a rental car from Dollar in Orlando (05/19/22). The sales rep asked if I wanted insurance. I said "No" to the insurance not once but twice. She did not show me a breakdown of my charges, just the total amount of the rental. I signed the agreement bc the total looked close to the total of the rental car agreement. The next day I reviewed my ticket and realized the sales rep had not only put insurance on my bill but also a $1M policy (totaling an additional $414 to my bill). I went back to the airport on 05/20/22 and the manager told me I had signed the agreement, he would comp the gas, but that was it. I emailed Dollar and opened a case (#XXXXXXXX) on 05/27/2022 and their response was "you signed the agreement". I believe this is common practice at Dollar and wanted to bring it to attention. I have also called and asked to speak to a manager in which I was told a manager was not available.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/28) */
  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 regarding the additional charges billed for the Loss Damage Waiver (LDW) and Liability Insurance Supplement (LIS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which is provided in the rental sleeve, before departing the facility.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the LDW and LIS in the amount of $299.22. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Dollar, but by your financial institution.
  
  
  Consumer Response /* (2000, 7, 2022/08/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept Dollars response. I am thankful for the BBB because this was not handled properly by Dollar. The sales rep never showed me a breakdown of my charges before I signed the agreement and that is WRONG...I signed my agreement blindly believing the sales rep did what I told her to do which was NO INSURANCE. Dollar had three additional times to make this right....the first was when I talked to the Manager on Duty at the airport the day after I picked up my car, the second was when I filed a claim with Dollar, and the third was when I called the customer service number in which I was told a Manager was not available to talk with me. This is horrible customer service and an accepted culture of this company. I will never rent from this company again!