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 Rent A Car

  1 Airport Rd Little Rock, AR 72202-4404

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Rent A Car

  1 Airport Blvd Bentonville, AR 72712-7162

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:07/25/2022

  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.

  I did a car rental on 7/15/2022 - 7/18/2022 with Dollar, I done a few car rentals in the past and never had an issue with Dollar car rental.
  
  When I picked up my car rental at the airport, the employee at the counter demanded I purchased CDW insurance. In the past, I've always used my credit card insurance or my own auto insurance. They demanded for me to purchase CDW insurance and said they would not release the car unless we purchased it.
  
  I was hoping I could get some resolution on this matter. Like I said, I have never run into this issue before. I contacted Hertz and Dollar, and they said since I signed the agreement, there was nothing I can do. They did confirm with me that CDW insurance is optional but could not help process a refund.
  

  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 sincerely apologize for any misunderstanding regarding the charges billed for the Loss Damage waive (LDW) on your recent rental in San Jose. We are concerned by your comments of being forced to accept the LDW at the time of your rental. Please be assured this is not typical of Dollar service and we will use your comments to improve our service going forward.
  
  Based on your correspondence, we have decided to issue a refund for the LDW charges. A credit of $159.96 has been issued to the account billed. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. We are sorry this situation occurred and we appreciate the opportunity to take corrective action on your behalf.
  
  Thank you again for bringing this matter to our attention.

• Initial Complaint

  Date:07/24/2022

  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 reserved and pid for a car rental on 2/27/22 with Dollar online (conf# KXXXXXXXXXX) and charged it to my credit card ($572.19) ending in ***** When I arrived to pick up my card (7/23) I had a different credit card to use for whatever they need the credit card for. It was at this point that Dollar told me I had to have the same card that I paid for the rental with (in Feb.) to keep the reservation at the original amount. That card had to be cancelled due to fraud charges so I no longer had that card. Dollar then told me I had to do a new reservation on a new card (even though they've had my money for the original reservation for almost 5months) and this reservation now would cost me $732.05. I had no choice at this point but to do a new reservation. I did call Dollar for support and talked to someone that didn't speak good English and I asked to talk to their supervisor. She put me on hold and then after about 5minutes of waiting I got hung up on. I am really disappointed in this whole experience as I have been renting with Dollar for years. If I already paid for the rental and they already took my money the why would I need that same card at the time of rental? So now I am out $1,300.00. I want my $572.19 charge to get credited to my credit card (the one used in July), and honestly I may just tell my credit card company I'm disputing it as well so they don't get more of money. It would be nice if I got somethi g else from Dollar for my troubles like some points, but I'm sure that won't happen.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 17, 2022/08/31) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX & Prepayment Voucher 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 by our prepaid terms & conditions. When you booked your reservation, a prepaid rate was selected. In order to confirm the reservation, the Prepaid Terms & Conditions had to be acknowledged and accepted before the rental could be confirmed. Outlined in these Terms & Conditions is the policy that the charge card used on the reservation at the time of booking must be in the listed customers first and last name and be present at the time of rental. We regret you were unable to utilize your prepaid reservation due to this policy; however, we find our location acted in accordance to our policies.
  
  With this in mind, we reviewed your original booking and confirmed the weekly rate booked under reservation KXXXXXXXXXX was for $502.20/per week and $69.99/per day for a total of 1 week plus 1 extra day. This reservation was confirmed for a Class F - Fullsize Sedan. We show when the charge card was not presented at the branch, a new reservation under KXXXXXXXXD7 was made for a Class F - Fullsize Sedan at which time a rate of $450.19/per week and $62.99/per day was provided.
  
  We show your rental contract under RR# XXXXXXXXX was honored at the lower rate listed on reservation KXXXXXXXXD7.
  
  While reviewing this information, we did find your original prepayment had not been refunded in the amount of $572.19. Therefore, we are issuing a refund of this amount at this time. Please note, we can only submit a refund back to the original form of payment used. Therefore, please follow up with your financial institution for assistance in receiving these funds. Also, please allow 7-10 business days for the credit to process.
  
  With this in mind, we show that our location has acted in accordance with our policies and procedures as outlined in our rental terms & conditions. The rate provided to you on your booking was a lower rate than originally billed. With the consideration of the prepayment being refunded, further credits are not warranted.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:07/24/2022

  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 made a reservation in advance to pick up a car at the Chicago o'hare airport, up on arrival there was a line of over 800 people and it wasn't moving efficiently at all , they were renting cars to people that unfortunately had their flight cancel and new arrivals , making everyone even people that had their reservations made in advance , had a long flight and family was tired. after waiting for about 2 1/2hrs and not moving at all in line I was forced to call an Uber and take us to a Hotel to stay over night and got up early in the morning to see if finally I could get a car and drive back home to Michigan , when I explained to them the situation they said to me life it is tough and smirk. Found it unprofessional and Rude. On top of that I spent extra money not only on the hotel and Ubers but on the rental it self.

  Business Response

  Date: 08/12/2022

  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.
  
  The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufacturers. These circumstances have provided strain on our typical customer experience. We appreciate your feedback, please be assured we are taking steps to adapt to the new demands within the travel industry.
  
  In order to consider reimbursement of additional expenses incurred, please provide us with your date and time stamped receipts for review of possible reimbursement.

• Initial Complaint

  Date:07/23/2022

  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.

  We rented a van from 7/13/2022 - 7/20/2022 from Atlanta airport through Dollar car rental. The reservation was made via Expedia. On the payment documentation from Expedia it was noted that only $153.89 would be charged at pick-up (since I prepaid the rest on Expedia). Upon pick-up, we were then informed that my husband would not be included automatically as a driver and we had to pay an additional fee. I asked for them to take me off and only add him, since I was not driving. They said it wasn't possible. So, we had to agree to the $13/day. We then also agreed upon the advance fuel charge for $81.88. Then I just got my credit card statement and we were charged a total of $715.39. There were MANY upcharges that I was unaware of! I initially thought that we ONLY had to pay the $153.89 as stated by Expedia. Of course we agreed for the fuel charge of $81.88 and I take full responsibility for that cost. It was frustrating to pay for my husband to be a driver, but we agreed to it due to rental company refusing to change the name listed. But, we did not agree to all the other hidden charges! I attempted to call customer service and the representative stated that they did not have record of our rental and questioned me if the vehicle was still in my possession. It of course was not! I tried to resolve the issue before coming here.

  Business Response

  Date: 07/27/2022

  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 confusion caused regarding our rental terms & conditions. As outlined in these terms & conditions, the renter listed on the reservation must be the renter listed on the rental contract. In addition, they must have a valid drivers license and credit card in their first and last name. A prepaid reservation cannot be switched into another renters name.
  
  With this in mind, we show the Additional Driver fee and Fuel Purchase Option were accepted and signed for as well as the Loss Damage Waiver (LDW). Please find a copy of your signed rental contract attached for review. We have also included the Additional Driver contract which provides the same optional services in the itemization. With this in mind, these charges are valid and a credit is not warranted.
  
  However, as you have indicated the Loss Damage Waiver (LDW) was not opted into, we are processing a credit of this charge as a gesture of customer service. A credit of $401.53 is being processed at this time. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  
  Consumer Response /* (2000, 7, 2022/07/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you. I appreciate your understanding and making things right with adjusting the bill accordingly to the terms we agreed to.

• Initial Complaint

  Date:07/23/2022

  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.

  I reserved a car from Dollar Rental on 5/9/22: Car: Dollar: Full Size Suv Car Confirmed
  Confirmation # ***********
  Reference # ******
  Pick-up Location 2300 RENTAL CAR CENTER DR (ATL - In Terminal)
  Location Info Phone: ************ (M-F) 12:01AM - 2:00AM, 5:00AM - 12:00AM (SAT) 12:01AM - 2:00AM, 5:00AM - 12:00AM (SUN) 12:01AM - 2:00AM, 5:00AM - 12:00AM
  Pick-up Time Wed Jul 20 2022 3:00 PM
  Drop-off Location Same as pickup
  Drop-off Time Fri Jul 22 2022 2:00 PM
  Car Features 7 Passengers, Automatic, Air Conditioning, Unlimited, Unspecified
  
  I arrived at the rental car center in the Atlanta airport on Wed, July 20th at around 2 p.m. I then waited in line for Dollar rental car for about 1 hour 40 minutes. By the time I got to the counter, it was approximately 3:40, way past my "reservation time". I was told that they "don't have the SUV that I reserved" and that I would need to step aside and wait for 45 minutes to 1-2 hours for that car OR I could upgrade to a "mini-van" which was readily available for an extra fee of $100/day. I was flabbergasted--how could I have a CONFIRMED reservation for a car that I PAID for, car not available, and I'd have to PAY to have an alternate vehicle? After stating my concerns, the very nice lady said she'd only charge me $50/day extra OR I can wait to see if/when the car I chose and paid for would be available. I had a several hour drive on my own into the mountains, so I didn't want to wait endlessly, therefore I took the unfair upgraded car and went on my way, very disappointed in this unfair and fraudulent practice. I was also promised an e-mail "within minutes" of returning the car which didn't happen. I had to call to request that. What a bad taste this has left in my mouth. How can they treat customers this way when DOLLAR couldn't deliver the goods I purchased?
  

  Business Response

  Date: 07/29/2022

  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.
  
  Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.
  
  Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff. With this in mind, we are processing a credit of the upgrade charges billed in the amount of $112.59. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  
  Consumer Response /* (2000, 7, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This seems like the only fair resolution. Thank you.

• Initial Complaint

  Date:07/23/2022

  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 had a reservation with dollar through booking.com, Booking number:XXXXXXXXX, my flight was delayed for couple of hours and when I reached to the car rental, they were already closed. The reservation clearly says that the car rental was open 24 hours, I called their customer service number and no customer support was available. I called them next day and explained the situation and asked to cancel the booking and refund but they gave an excuse and didn't get my refund.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/27) */
  BBB CASE#: XXXXXXXX
  
  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 or frustration caused when you arrived to our Washington National Airport location and they were closed. As you booked your reservation through a third party booking source, Dollar has no control over how the information is shared through these booking channels. However, please note, our location at Washington National airport hours of operation are 07:00-23:00h, 7 days a week. This information is shared with all third party booking sources. We regret if the booking source did not have correct location information; however, this is not an error that was made by Dollar.
  
  In addition, as your rental was prepaid for through this third party booking source, and a rental did not take place, Dollar did not collect any monies for your prepayment and we are unable to process a refund of these charges. For assistance in obtaining the refund, please contact the booking source for assistance.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are your business partner and doing booking on your behalf so if they are doing fraud you are responsible for that. In the screen print attached in the complaint shows you are open 24 hours but as you confirmed you are closed at 11, who's responsible for this miscommunication? You should take action on them if they are doing fraud using your business
  
  
  Business Response /* (4000, 9, 2022/08/06) */
  BBB CASE#: XXXXXXXX
  
  This correspondence is being sent in response to ***** *********.
  
  We regret any frustration caused; however, Dollar has no control over how a third party displays our location details on their websites or mobile apps. The correct information is provided by Dollar to the third party so that it can be relayed to customers. We recommend contacting the third party booking source for further assistance.
  
  As previously advised, the location hours of operation are correctly listed on the Dollar website. While we understand this is not the desired response; our decision and response remains unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:07/22/2022

  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.

  On March 12 2022, I paid a deposit of $578.18, and went to pick up the vehicle and pay the rest and the they declined me. They said I need to use a credit card to pay the rest of the amount. So the gentleman told me to call dollar customer service and see what they say. So I called them and explained the situation and they said thr reimbursement would be on my account in 7 to 10 business days. So I waited and after the 10th day there was no money in bank account. So I called again and complained and yelled at them and again they told me the same thing. They asks said they never heard of the person I talked to on June 17th. Now this us July 6th and still no money. So again I called and talked to someone from dollar rental and still the same issue and nothing after 7 to 10 business day. Now we are at July 22nd and on July 20th I was told an additional 5 business day and still nothing. So I am calling them and telling them the situation.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 16, 2022/08/24) */
  ***Document Attached***
  BBB CASE#: XXXXXXXX
  Hertz Res#: KXXXXXXXXA7
  
  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 by the delay in receiving the refund of your reservation; however, our records show a full refund of your prepayment was fully processed on 08/04/22. Attached is a copy of the refund invoice. Though the credit was processed on this date, it will take 5-7 business days to show on the corresponding billing statement.

• Initial Complaint

  Date:07/22/2022

  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.

  4/02/2022 We were a part of a massive flight cancellation & were stuck in Orlando airport with no way home. We requested a rental car and picked it up on 4/03/22 @ 7:46pm. I've included a copy of the agreement. IMPORTANT: We opted to pay for our own gas. 4/04/22 We arrived at Pittsburgh International Airport and drove around the entire complex to the gas station and filled up the tank before returning the vehicle to the UNATTENDED Dollar Car Rental return area. This was approximately 11:30pm. The building instructed us to put the keys and rental agreement into the drop box and we complied. A few days later over $900 was taken out of our bank account so I called and spoke with an agent by the name of Jovin and explained that we did not have the car for 2 full days, and how there wasn't an attendant there to retrieve the car but that we returned it around 11:30pm. He refunded us the difference and I was happy with the result. Then this new invoice came for $126.00 awhile later. We were confused and I called and spoke with Tashika and in the conversation she and I had she stated that we did not have to pay this. We got another invoice & and again was told we don't owe it. We then got a third invoice and we ignored it because we figured it probably got sent out while accounting was catching up with the rest of the company. 6/28/22 We get a notice that all rental car privileges have been canceled due to a lack of payment. I call again and the representative states that this is because we did not fill up the tank before returning the car. This is the first time anyone said that this charge was for a gas bill. We were livid at this point, and I asked to speak with a manager. I spoke with a gentleman named Anise. He read through my previous phone conversations and basically told me that the other reps weren't authorized to tell me what they did and this would have to go to corporate for review. The company continually is giving us the run around and we need a resolution

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 9, 2022/08/09) */
  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.
  
  We apologize for any frustration caused by the invoices received and the suspension of your rental privileges. Our records show the vehicle was returned with less than a full tank of fuel on 04/05/22. As such, the charges billed are valid. In order to consider reimbursement of the fuel charges, please provide us with a copy of your refuel receipt showing the vehicle was refueled before return on 04/05/22.
  
  Our records show our Customer Service team provided a credit of $369.20 on 04/13/22 for the billing of rental days. However, the fuel cannot be refunded without proof of refuel as our records show the vehicle was returned with 1/4 tank of fuel. When the fuel charges were disputed with your financial institution, the balance was moved to our Direct Billing team for collection.
  
  
  Consumer Response /* (3000, 11, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  a bank statement showing a charge made to my account at the gas station directly outside of Pittsburgh International Airport has already been provided to Dollar Rental. The vehicle's gas tank was filled before dropping off the vehicle. This is not an acceptable response.
  
  
  Business Response /* (4000, 13, 2022/08/16) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ***** *******.
  
  I appreciate the opportunity to review your concerns. After further review, when the fuel charge was removed there was still a total of $27.10 that the bank did not pay back so at this point it is still owed. You will need to pay that balance with Network Commercial Services at 818.360.6697. Make sure to have your RR number available. Once the balance is paid off then you will be removed from the SRP list. Thank you for contacting us.
  
  
  Consumer Response /* (4200, 15, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  So that I understand correctly, the business made a mistake and sent me to collections and now I am expected to pay for said business' mistake?
  
  
  Business Response /* (4000, 17, 2022/08/18) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This is in response to ***** *******.
  
  We apologize for any frustration caused; however, after the billing was corrected through our systems, a chargeback was received from your bank. Due to this, after all credits were made an outstanding balance was due after this chargeback was made.

• Initial Complaint

  Date:07/22/2022

  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.

  My wife rented a car from Dollar Car rental on June 8th 2022 for a family vacation from June 18th through June 23rd from the Minneapolis Intl Airport. We arrived at the checkout counter and after the agent learned where we were from he began going off about the state of affairs within Minneapolis, not focusing on the job at hand. When we went to sign for the car we noticed that he had added LDW insurance at $169.95 and the LIS insurance at $94.25, despite us declining when asked if we wanted the additional coverage. We chalked it up to his absent mindedness while he continued to talk about the politics of Minneapolis and Seattle. We informed him that again we did not want this additional coverage and he flippantly said that it would come off when we received our final bill. To our surprise and frustration we were still charged the $264.20 when our bill came after dropping off the car on June 23rd. My wife first made contact with the customer service team on June 26th and has now dealt with 2 people at Dollar Car rental and myself an additional 2 in the department that refuse to refund us this amount. This has now been going on for almost a month and despite emails and phone calls to the corporate office, we still have not received anything back. It unfortunately has gotten to the point where we are now having to file a formal complaint with the BBB. Due to the large amount of time and energy in dealing with this we are requesting a full refund from Dollar Car rental in the amount of $480.72. We are shocked by the abhorrent customer service that we have received from Dollar Car rental and quite shocked to find out that this is a standard practice of theirs after reading multiple BBB complaints.

  Business Response

  Date: 08/12/2022

  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 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.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the LDW and LIS in the amount of $301.12. 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.
  
  The remaining charges of $179.60 are for the applicable taxes and fees on your rental charges that were not covered by the prepaid amount.

• Initial Complaint

  Date:07/21/2022

  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.

  On June 21st my family and I (2 ad 2 Ch 1 baby) arrived at the Dollar desk in MCO Florida from Ireland. We had booked an Intermediate SVU Rental Agreement Number XXXXXXXXX. At the desk we ordered a car seat. We verbally declined extra insurance 2 times. The desk agent then asked me to sign the screen with my signature to confirm a holding deposit and car seat. No mention of being charged for extra insurance.
  
  We head to the garage to collect our car and the only car available in Ford Ecosport, plate number ******* This is not an intermediate sized SVU. We struggle on as we have been travelling over 15 hours and have another 2 hours of a journey ahead of us. No other car was made available to us and our baby was screaming crying with tiredness.
  
  I could get over the car somewhat until I received the rental agreement to my email and it stated that I'm being charged $143.84 plus tax for PERS. PERS that I twice declined!!
  
  I can honestly say I feel like I have been robbed. To make matters worse this company is preying on weary travelers who have put their trust in this company. Because our trip abroad was budgeted we had to cancel a day trip as we could no longer afford to go knowing we had this extra charge to cover.
  
  I contacted Dollar through Facebook on June 24th and multiple times after and was told to go to the desk at MCO on my return. This was just another ploy to avoid dealing with my situation.
  
  When returning our car to the garage at MCO I asked again where can I make a complaint. The man took my Dollar folder and told me to go to the desk and proceeded to write "Fun Return" on my documents. I went to the dollar desk to be greeted with a 1.5 hour queue. Our flight was leaving in 3 hours time and we still needed to go through security so I resigned myself to not resolving my problem in MCO. I contacted Dollar through Facebook again on July 11th and am still awaiting a reply.
  
  I expected a lot more from such a big company and they failed at every level.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 10, 2022/08/08) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ***** ******.
  
  The travel industry at large is experiencing higher mileage than normal due to the increase in rental demand and the decrease in the fleet availability for purchase. We appreciate you taking the time to share your feedback please be assured that we are working actively to solve this for our loyal customer to continue to provide the fleet you have become accustom to at Dollar. 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. Based on my review and Dollar's dedication to customers, I have determined it is appropriate to refund $257.36. Allow 7-10 business days if not sooner to receive. Please accept my sincere apology and rest assured that we are taking internal measures to prevent this from happening in the future.
  
  
  Consumer Response /* (2000, 12, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)