Complaints

This profile includes complaints for Dollar Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

  3535 Ulmerton Rd Clearwater, FL 33762-4212

• 

  Dollar Car Rental

  10991 Terminal Access Rd Fort Myers, FL 33913-8223

• 

  Dollar Car Rental

  6000 Airport Cir Sarasota, FL 34243-2105

• 

  Dollar Car Rental

  28000 Airport Rd Punta Gorda, FL 33982-2453

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were charge a $400.00 cleaning fee so my wife called them and they were to refund us $342.00 on my credit card,We have called them three differant times, we were told the first time it would take 5-7 business days to get my card refunded and it did not happen the second time we called it would take 7-10 business days for it to be refunded and we just called today, (July 20th ) and we were told that they would expidite it and now it is going to take an additional 12-14 business days for it to thru i am just ****** now because it seems like we are being lied to again. I would never deal with this car rental business again. Im sure that they are hoping i just get sick of them and i just go away

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/23) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX
  
  This correspondence is being sent in response to a query made by ****** *********. Thank you for allowing us the opportunity to review your concerns.
  
  We apologize for any frustration or concern caused regarding the refunded amount of the cleaning fee on your previous rental with Dollar in Palm Springs. When the final estimated charges of $467.01 was submitted to your financial institution for payment, they issued a partial payment in the amount of $342.00 leaving an outstanding balance of $125.01. When this occurred, it moved your rental invoice into a chargeback status and removed the charge card information from the invoice in order to move the file to our Direct Billing team. We have confirmed payment for the outstanding balance was received from you on 06/25/22.
  
  However, once the invoice is moved to the Direct Billing team, it will no longer show the charge card information so that we can issue a credit directly on the invoice. In these circumstances, a manual credit must be created to submit the refund to a customers charge card. This process, on average, will take 7-10 business days to show on your billing statement depending on your financial institution. To ensure the credit of $400.00 is fully processed to your charge card ending in xx-9207, we have alerted our manual credit processing team to expedite the request.
  
  Please be assured your concerns with the services received by our Customer Service team have been forwarded to appropriate management for their review and corrective action where deemed necessary.
  
  Thank you for bringing this to our attention and for allowing us the opportunity to provide assistance.

• Initial Complaint

  Date:07/19/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dollar Car Rental is a predatory company that exploits the vulnerability of travelers. I picked up my car, after having to wait in a long line, and running late to my destination on Sunday, July 17, 2022. At the counter I was asked if I wanted to add insurance, I explained to the gentleman that not only do I have USAA, I also purchased extra insurance through a third party vendor. He says very casually, "So, just the liability insurance, then" making it sound like it's something that's already included. They then asked about fuel and made it seem as if they would just top off the tank when I arrived at a very competitive rate of $5 per gallon, not explaining that I was paying for a full gallon of gas. Not only that, when I arrived to pick up my car at the garage, my economy vehicle turned into a Jeep SUV, with a much larger, much costlier gas tank. So, when I returned the car less than 48 hrs and less than 150 miles of use, I had paid $68.03 for using half a talk of gas! That's outrageous! And, on top of that I paid $34.22 for insurance I told them I did not need. When I called customer service, they just wanted to point out how this was all my fault and they are completely innocent in all of this and said that a supervisor would take up to two days to call me back, but that this was basically my responsibility. This is a purposeful scheme to take advantage of customers. Any company with any sort of ethical concerns and compassion would listen to their customers, not use trickery, and they would also ensure the customer is clear about what they are getting into.
  

  Business Response

  Date: 07/28/2022

  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 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 can see that the branch have followed our policy correctly.
  
  We apologize for any misunderstanding regarding the additional charges billed for the Liability Insurance Supplement (LIS) and the 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.
  
  As the FPO is a prepaid tank of fuel at the local average rate per gallon, this service cannot be refunded without proof of refill before return.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the LIS and 1/2 of the FPO fee in the amount of $71.72. 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, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this response because I don't have the energy to continue this argument. I am not satisfied with the company's lack of assumption of culpability for their deceptive business practices. However, thanks for the lesson. I will still never do business with your company again or recommended you, but I will be sure to read every little bit of anything handed to me by a car rental company in future and not trust the vendor to have the humanity to explain things properly.

• Initial Complaint

  Date:07/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/07/22 I reserved a car from Dollar through Priceline with an offer of $48.02 per day with taxes and fees it came up to $185.93 and I purchased collision for 39$, the pickup date was on 07/08/22, and return on 07/10/22, on the day to pick up the car not only they try to make me buy additional insurance when I already purchased one, instead of charging me the rate I found online they charged me $231.46 with a daily rate of $56.49 per day I was overcharged 45.53 they weren't supposed to, but their explanation was they have their own fees. I explained and showed them this is not my first time renting from them through Priceline and I didn't have this issue before other than Dollar pushing the customer to buy additional car insurance directly from them when there is one already purchased through the same company I reserved the car from. I have tried to contact Manager Christan on 07/13, 07/15, and 07/18 and I've been ignored and calls have not been returned, the staff does not greet the customers at least they never greeted me, they are unprofessional, and they get attitudes when you explain something is inaccurate. All I need is for the owner to know what's happening and have the manager contact me, they even refused me to speak to the owner.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 9, 2022/08/09) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: Unknown
  
  This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns.
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Dollar Rental Record number or your 11-digit Dollar reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.
  
  
  Consumer Response /* (3000, 11, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rental agreement#UXXXXXXXX, please keep in mind this information is based on the statement provided by Dollar Rental, I rented through Priceline which it has #KXXXXXXXXXX. Please you can also contact me directly with the phone number listed in the rental agreement thank you.
  
  
  Business Response /* (4000, 15, 2022/09/01) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: UXXXXXXXX
  
  This correspondence is being sent in response to ******* *******.
  
  We apologize for any misunderstanding regarding the charges billed for your rental. Our location in Chattanooga is an independently owned and operated Dollar licensee franchise. As such, the owner of the location processes his/her own billing and invoicing. Therefore, upon receipt of your inquiry we immediately reached out to their team for assistance.
  
  They have advised that the reservation was sent to their location with a daily rate of $56.49/per day plus applicable taxes and fees. The branch honored this rate and no additional charges for insurance was applied to the final invoice. All charges billed are for the daily rate above plus applicable taxes and fees. We have also confirmed the reservation was received with the above-mentioned daily rate.

• Initial Complaint

  Date:07/18/2022

  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 7/16/22 at around 7:30am I went to Dollar Rental Car at ORD Airport to pick up my prepaid vehicle. The agent was running me through the list of add ons and I said yes to prepaid fuel and toll charges. Then they asked about insurance-I said I had insurance already and that I'd only get it if it was required. The agent proceeds to charge it and I reviewed the statement and agreed. When I receive the final bill, it states that the Liability Insurance was optional. I send an email stating that I agreed to it under false pretense, and the customer service rep stated that I signed the agreement and so they couldn't do anything about it. Requesting $37.70 refund for the cost of Liability Insurance Supplement for my 2 day rental.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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 Liability Insurance Supplement (LIS) on your recent rental in Chicago. Our records show the LIS was accepted and signed for at the time of rental. Therefore, the charges are considered valid based on this information. As we are unable to recreate a conversation between customers and our representatives at the rental counter, we must rely on documentation such as the rental contract to base our decisions.
  
  However, as a gesture of customer service, we are processing a credit of the LIS at this time in the amount of $37.70. Though processed today, please allow up to 5-7 business days for the amount to post to your billing statement. Thank you for allowing us the opportunity to provide assistance.
  
  
  Consumer Response /* (2000, 7, 2022/07/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received refund for $37.70. Thank you.

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date : 6/26/22-6/29/22
  Dollar Rent Car
  I went to Midway airport to rent a vehicle. I forgot my credit card and i asked the girl at desk if ok, i had my friend in the car and can i use his credit card for the hold on vehicle. She said "yes" only later to find out that after paying for the car on priceline under my name and with MY credit car it was now showing that the auto was billed to my friend and rented to him. He was the renter? I found out that when i called to complain that they should of never let me take that vehicle off the lot. Not only to my surprise HE got a bill from toll transponder which i called about as well. I had my own transponder in car. I was shifted around multiple times, nobody cares, nobody not a single person. Called for days, wrote to corporate. i feel they did illegal by doing this. i want a refund or credit what if i was to have gotten into a accident. i was out of state with vehicle and not even rented to me??? Serious would never rent from this company in my life. Poor customer service, lack of knowledge or concern with their employees. i want answers soon!!

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 19, 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 confusion regarding our Rental Terms & Conditions. At the time of booking, you were required to accept the Prepaid Terms & Conditions before confirming your reservation. As outlined in these Terms & Conditions, customers are made aware that the charge card used to book the reservation must be in his/her own name and be the same card provided at the time of rental.
  
  As you arrived to the branch without the original card used on your reservation, when you opted to utilize a travel partners charge card the rental was put into their name in accordance with our policies. Our location followed proper procedures when you were unable to provide the originally used charge card.
  
  We show a goodwill credit of $107.80 was provided by our Customer Service team on 07/21/22 and this information was confirmed to you by our Executive Customer Service team via email correspondence on 07/22/22.
  
  Further credits are not warranted and will not be processed at this time as the before-mentioned credit was provided.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 21, 2022/08/31) */
  Your employees never made neither myself nor ***** ***** that the car was put into his name! Yes, I forgot my credit card but your own employees let me take car and said that should of never happened. I could of gotten into an accident. I recently rented from National what a pleasure doing business with a organized rental agency. Nothing like yours at Midway Airport. Cause multiple emails wasting my time I should of been credited more than a day! Your company and employees did not follow YOUR policies correctly at all. Still would like a full refund Back for all this inconvenience and will never recommend this company to a single person. What you did is illegal, taking someone else credit card and not making customer aware that she isn't the driver but yet your company gave keys to me?!?
  **** *******

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I took a family trip. We rented 2 cars from the Dollar Rental Location at the Orlando Sanford Location in Florida on June 23. We were charged $500/per car deposit plus nearly $160 for an additional driver (other than myself) for the 2nd car. First of all, the cars that we reserved were not available for us. We had 2 Malibus reserved. We were given 2 SUVs instead that cost more in gas. Then we were charged $500. per car as a deposit plus $160. for the additional driver. It took additional time for the transaction to occur because I had to call my bank to get money transferred over to cover the fees that we were not told about up front (deposit, additional driver fee). I was told that I would have $1,000. transferred back into my account when the cars (SUVs) were turned back in filled with gas. We held up our end. We took the vehicles through the car wash, vacuumed them out, fueled them up, and returned timely on June 30th.
  Today is July 18 and I'm still waiting on my deposit to be returned after 3 calls to Dollar and a requested return call from the supervisor that I never received.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/22) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX & 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 your rental billing and the authorization holds required. Dollar strives to be transparent with our customers regarding possible holds and charges that may be incurred at the rental counter. This is why we provide information regarding our Authorization Hold amounts and Additional Driver fees both on our website and during the booking process. In addition, this information is provided to third party booking sites which we have mutual customers. Though this information is supplied to third party booking sites, Dollar has not control how this information is shared with customers who utilize a third party booking site to book their reservations.
  
  With this in mind, we have reviewed the final charges billed for your two rental contracts and can confirm the charges billed are valid. Attached is the rental contracts and final invoices for both rentals. Regarding the authorization hold amounts placed on your charge card, these hold are held as pending transactions for the duration of your rental period. Upon return, when the final amount is billed, these holds are released. Though released at this time, Dollar does not have control over the timeline in which it takes for the holds to fall off of the customers account. The average timeline for this to take place is 5-7 business days, but may vary depending on your financial institution and their policies regarding hold releases. Please note, the authorization hold release does not show as a refund but will no longer show as pending.
  
  We show the holds for both contracts were released on 06/30/22. If your account still shows pending transactions, please reach out to your bank for assistance.
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from the business is not a resolution. Dollar Car Rental is claiming to have released the deposit back to my account and this has not happened. I have checked with my financial institutions multiple times. This is what Dollar Car Rental continues to tell me to do. When I ask them for documentation of the release of my funds they do not provide any (because they have not released my money). This is all that I'm asking for. I was a courteous customer in not throwing a fit over them not having the vehicles that they promised then having to pay additional driver fees that I was not expecting. The cars were returned timely, gassed up, straight from the car wash. All I'm asking is for Dollar Car Rental to hold their end of the contract and return my deposit as agreed upon.
  
  
  Business Response /* (4000, 9, 2022/07/28) */
  
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX & XXXXXXXXX
  
  This correspondence is being sent in response to ******* ******.
  
  We apologize for any frustration caused; however, as previously advised the authorization holds placed on your two rental contracts were electronically released by Dollar on the date of your return and when the final invoices were generated. The average timeline in which these pending transactions are no longer reflected on a customers account is 5-7 business days; however, the timeline may take up to 30 business days if your financial institution procedures determine as such.
  
  Please contact your financial institution for further assistance if the pending transactions are still showing on your statement. Once you speak to them, please reach out to us by phone at XXX-XXX-XXXX between 0700-1900h CST Monday-Friday with your bank on a conference call and we will be happy to verbally authorize the release of any holds associated with the above rental contracts.
  
  
  Consumer Response /* (2000, 11, 2022/08/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  When we conference called (Dollar, my bank, and myself) everything was pulled together and explained to me. I wish I would have been given the final contact number for Dollar) in the beginning. It was explained to me that the money was authorized but never taken out. When we checked the cars out, this was called a deposit. Often times deposits are either applied towards another payment or given back upon good faith that the item is returned. Thais is how we took it when they called it a deposit in person. The Dollar representative today called the transaction a hold authorization that was never actually charged (since we returned the cars back in as agreed). My bank confirmed what was being said. Sooooo.. my apologies to Dollar for the misunderstanding. I can absolutely admit when I am wrong. I make a lot of mistakes. Thanks for helping me resolve this.

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 13, 2022. I returned a rental car with 3/4 tank of gas, but Dollar still charged $78 to refill the gas tank. They require consumers to prepay for fuel regardless of the amount in the tank when they hand you the rental car or what is in the tank when you return the car. This is a scam for the company to recover for their losses due to high gas prices and to pass that charge and then some on to consumers. The practice is preditory
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 18, 2022/08/23) */
  BBB Case: XXXXXXXX
  RR# Unknown
  This is in response to **** ******.
  
  All vehicles are provided with a full tank of fuel prior to being released for rental. It is the customer's responsibility to return the vehicle with the same level of fuel as they received. The Fuel Purchase Option allows the customer to prepay fuel at the counter, as stated in the terms and conditions of the provided Signed Rental Agreement, If the Fuel Purchase Option is accepted the customer is recommended to return the vehicle with as little or no fuel as possible as we do not refund for fuel remaining in the tank upon return.
  
  By Signing the Rental Agreement, you are accepting the terms and conditions of the contract and therefore the charges are correct.
  
  Upon further review, we were unable to locate a rental with a Fuel Purchase Charged billed. Please provide your rental record or reservation number. Once received, we will provide you with a copy of your Signed Rental Agreement.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (3000, 20, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rental No. XXXXXXXXX and location No. ******* / XXXXXXX.
  
  Consumers are not given an option with regard to payment for fuel. Dollar indiscriminately charges for a full tank of gas regardless of how much is in the tank when the vehicle is returned. This is an unacceptable practice and a burden to consumers.
  
  
  Business Response /* (4000, 22, 2022/08/25) */
  BBB Case #: XXXXXXXX
  RA #: XXXXXXXXX
  
  This is in response to ******* ******,
  
  I am sorry for any inconvenience you have encountered in try to get this matter resolved. When customers take out the Fuel Purchase Option (FPO) it automatically purchases a full tank of fuel at the start of the rental, there will be no refueling service charge on return of the vehicle (although you will not receive any credit for the fuel remaining either). Instead, you will pay the amount indicated on the Rental Record for the local fuel costs. Hertz/Dollar does not refund or give credit for additional fuel put in the vehicle. Fuel adjustments are based on information which, in this case, did not support compensation.
  
  We encourage our customers to review the Signed Rental Agreement before leaving our facilities. If a discrepancy is found by the customer, they can have the agent remove the discrepancy and reissue and new agreement. Attached you will find a copy of the Signed Rental Agreement (SRA)
  
  Adjustment credits are based on information which, in this case, does not support an adjustment to the additional charges billed. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance to the Signed Rental Agreement the charges are valid, and no adjustment is warranted.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (4200, 24, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate that you admit to charging customers for a full tank of gas regardless of whether customers do the right thing by refilling the tank before returning the car.
  
  However, what Dollar is doing is punishing your most responsible customers who actually do what is asked of them when they rent the vehicle. And Dollar is concealing a hidden fee not disclosed to customers when they reserve the vehicle online. It is a dishonest practice to induce customers into selecting Dollar, which appears to have competitive rates at the time of reservation not considering the fuel charge. Then Dollar is taking advantage of its bona fide customers who are trying to follow the rules. Dollar is alienating precisely the type of customers it should want to attract. I might as well have left the car on the side of the road by the airport with no gas and I would be in a better position than I am right now.
  
  I will never rent from Dollar again, and I will not approve reimbursement for employeea who try to reserve a rental from Dollar. Thanks.

• Initial Complaint

  Date:07/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A rental car was reserved but no cars were available for hours. We ended up having to take an Uber to another car rental agency.
  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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 H or J). Once received, we will be able to further review your concerns.
  
  In addition, as you have indicated alternate transportation was utilized, please provide us with a copy of your invoice from the other rental agency for our review for possible reimbursement of the difference in cost. When attaching this documentation, please ensure it is in .pdf format so that our offices may open the files.

• Initial Complaint

  Date:07/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a car from Dollar Rental in Palm Spring, USA on May 5-9, 2022. I returned the car and was charged an extra $495 for damage to the car, but there was NO damage. We called to have this dubious claim reviewed and Dollar said they would return our funds. We called 4 times, and each time they said they would refund, but funds are getting held up for some administrative reason. 2 months later, and I still have no refund. My rental number is XXXXXXXXX.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/17) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. A review of our records indicates the total charges were $495.40, with $400.00 of this amount being a cleaning fee. However, the amount we collected was $370.00 so a balance of $125.40 was remaining. When our Customer Service team issued a refund of $400.00, you only actually received a refund of $274.60 due to the outstanding balance. Based on this information there is no additional refund due.
  
  
  Consumer Response /* (3000, 7, 2022/07/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received any refund back of any sum, and there is no invoice showing this refund. Furthermore, the car was clean, no damages, no spills, no accident, no issues. If there is any, I've asked for proof, which they have not been able to provide me. This is clearly a case of, you can say whatever you want and not back any of it up
  
  To date I have not received any money back. Not even the $274.60 claimed by Dollar.
  
  
  Business Response /* (4000, 9, 2022/07/21) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ****** ***.
  
  We apologize for any confusion caused by the charges billed on your rental and the credit processed. At the time of return, the total estimated charges for your rental outside of the prepayment was for $495.40. This balance was sent to your financial institution for payment. However, on 05/18/22 we received notification that your financial institution did not authorize payment for the full balance but had made a partial payment of $370.00 leaving a balance owed of $125.40.
  
  We show a credit of $400.00 was processed on 06/09/22. With the above information in mind, this would make a credit of the full $370.00 that was paid by your bank. This adjustment would also waive a portion of the outstanding balance of $125.40 leaving a balance of $95.40 owed. We have attached your invoice for review and record. As you have indicated the credit has not shown on your billing statement, we recommend reaching out to your bank directly for assistance in locating the credited amount.

• Initial Complaint

  Date:07/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental Agreements XXXXXXXXX
  
  On 10-31-2021 I rented a car at Miami airport and returned the car on the same day, as agreed.
  Your company made a mistake and charged me 11 days of rental, which is incorrect as the car was returned on 10-31-21.
  
  My bank tried to recover my money but they only recovered $764.73. After many calls to Dollar Rental Car they told me that in order to recover my money, I would need to return the amount of $764.73 to a collection agency.
  I made that payment as was requested, in order for Dollar Rental Car to refund my money in full, but as of today, I have not received any refund.
  
  I've been calling Dollar Rental every week looking for answers with no result. 3 or 4 weeks ago, a Supervisor called me and told me that they were working on the request to return my money, but nothing happens and I just continue to wait.
  
  As you can see, I have been working with this issue for more than 6 months with no result. Please let me what else I need to do in order to receive the money that your company charged incorrectly from my credit card.
  
  Rental Agreements XXXXXXXXX

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/19) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX
  
  This correspondence is being sent in response to a query made by ******* **************. Thank you for allowing us the opportunity to review your concerns.
  
  We apologize for any frustration caused by the additional days billed on your recent rental. Our records show you contacted our Customer Service team previously for assistance with the billing error made. We have confirmed a manual credit of $1764.69 was processed to the charge card originally billed on 07/16/22. Attached is a copy of the refund invoice for your review and record. We are pleased to see our Customer Service team was able to provide assistance in resolving this matter and providing a refund of the incorrect charges billed.