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:07/15/2022

  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:07/14/2022

  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 of transaction July 10th 2022
  I rented from Dollar Rent a Car/Hertz from July 6th -10th from the Tampa International Airport. I had prepaid for the car and when I was at the desk the customer service representative told me if I pre-purchased gas then I would be charged less if I returned it empty. I was not told anything else and I agreed. He was in a hurry with a long line and he shuffled me along. He had me sign for my credit card deposit. He gave me a bill which he said was an estimate.
  
  While on my trip I purchased gas on the last night of my stay which was Tampa/St. Petersburg area. I filled the tank at $20.03 at a Shell gas station. I have the credit card receipt to show this which was provided to Dollar/Hertz.
  
  Today I looked at my credit card statement and I was charged $134.53 by Dollar/Hertz - this is in addition to the actual car rental that I had already paid. It included a FULL tank of gas (which was ESTIMATED at $79.85- I was charged the full estimated cost of $79.85). It also included the toll fee which I agreed upon.
  
  I called to dispute the gas charge- since I filled it up before returning. The agent told me I must provide a receipt. I was livid since Dollar/Hertz agents are clearly not doing their job of checking gas levels upon return of the vehicles. I asked to speak to a manager. The manager, Jose ID # **** asked for my receipt. I screenshot it and sent it via email with my case reference number: XXXXXXXX sent from my gmail at ****************@gmail.com. Jose looked at the proof of purchase of gas and he decided that he could not authorize a refund because I did not purchase gas on the date I returned the rental car. I returned the rental car at 8 AM on July 10th. I purchased the gas the night of July 9th. He also said that the locations don't line up. Since I was renting in Tampa and I filled the gas in St. Petersburg (which is where I was staying and one of the last gas stations on my way to the airport).

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/16) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  I sincerely apologize for any misunderstanding regarding the prepaid fuel option. Per the rental terms and conditions when this option is accepted there is no refund for any unused fuel.
  
  In the interest of customer service I have issued a refund of $85.84 to your credit card. Please allow up to 7 business days for the credit to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:07/14/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently rented a car for 6 days while on a family vacation in Hawaii. Upon picking up the vehicle we bought a pre-purchased a gas plan and was told the could be returned at any level of gas. This plan was made to sound like if we were a little short of a full tank due to the ride into the airport the morning of drop off, we would be charged the price they provided (a per gallon price was provided) for any remaining fuel need to film the tank. Because we had time in the morning of dropping the car off I filled the tank so that there would be no additional charge required once we returned it. Upon receipt of my bill I saw a charge of $116.78 for fuel. I was told I agreed to this and I should have returned the vehicle with no fuel. My wife was standing right next to me when this was propositioned and she understood this the same way I did which is why we filled the tank a couple of miles before dropping it.
  
  If it was really made clear what this so called plan was, why would I have taken the extra time to stop and fill the tank? In addition, who would ever want to try and return a vehicle with as little fuel as possible? This is a very deceptive practice and I'd like my money back but more importantly I'd like the deceptive practice ended.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/17) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  I apologize for any inconvenience. I have issued a refund for the prepaid fuel in the amount of $135.16. Please allow up to 7 business days for the credit to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
  
  
  Consumer Response /* (2000, 7, 2022/07/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/13/2022

  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 from Dollar in Los Angeles. And declined the insurance and LDW for the car. Without my consent they added it anyways, charging my account about $175 USD. And then when I tried to get my refund, they told me they wouldn't do anything about and had to dispute with my CC company. This is absolutely ridiculous, I want my refund back.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 9, 2022/07/27) */
  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 make the adjustment in the amount of $175.00 off the bill. However, this was disputed with your bank and all funds returned to you already. There is still a balance of $34.25 that is still owed for the fees/taxes and payment will need to made before it is turned over to collections. This can be done by contacting us at ************ and providing the RRXXXXXXXXX. 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:07/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/27/22, I booked a rental car through Priceline.com (Priceline trip number: XXX-XXX-XXX-XX) and ended up with Dollar Car Rental booking (Dollar Rental Record Number - XXXXXXXXX). The booking was for 6/22/22-7/3/22 with both both pickup and return at the LaGuardia airport location in NYC. I paid $808.87 for this booking and opted for a payment plan via Affirm. I was also charged an additional $261.78 on 7/2/22 for various charges. The nature of my complaint is as follows. First, I had to get an oil change. I was told I would be reimbursed for this oil change, but that has yet to happen. It also took time away from my vacation. Then, my friend's dad had to re-patch a tire that Dollar had clearly patched themselves previously. Then, the car overheated. The engine light went on and the battery light went on. I did not drive the car for the last 3 days I was supposed to have it (it seemed dangerous to drive) and the company came and towed it on 7/2/22. Between dealing with a nightmare of a car, and a lack of help from the company, I am asking for a full refund. I tried to talk to them in person on 7/3/22, but the manager told me that we could handle this via phone call or email, once the car reached a Dollar location (the tow company still had it). I have reached out to Dollar several times via Facebook messenger (because that's the only way I was able to get in touch with a person) and they have stopped responding. I'm also waiting to hear back from the manager of the LaGuardia location, but have yet to hear anything. I will be uploading screenshots with other important account information. The company has not been helpful at all in trying to resolve this. For the tire patching and car overheating, I was distraught and forgot to take pictures, but I have witnesses (people who were there, phone calls that were made), as well as text exchanges with family members as proof.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 10, 2022/08/04) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX
  
  This correspondence is being sent in response to a query made by ****** *******. Thank you for allowing us the opportunity to review your concerns.
  
  We apologize for any concern or inconvenience caused when the vehicle provided to you by our branch at LaGuardia airport experienced mechanical issues during your travels. 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.
  
  Our records show previous contact was made with our Social Media team who addressed these concerns and provided a credit of $52.36. This credit was processed on 07/27/22. we are pleased they were able to provide assistance and this credit.
  
  As a gesture of our concern, we will be processing an additional credit for the remaining $209.42. Please allow up to 5-7 business days for this credit to show on your billing statement.

• Initial Complaint

  Date:07/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pre booked online with expedia, chose no upgrades to our booking. Went to the rental place when we arrived to Maui, they asked if you wanted any extra services, and we were not agreed to everything. The worker had us sign, and after that we discovered she added in extra insurance projection options we did not want or need. The misunderstanding was the bad practice of adding a charge we never wanted. We didn't catch it because the amount due at the airport was about the amount due when we reserved. She said that was the TOTAL not the additional.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 9, 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 $570.52. 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, 11, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/11/2022

  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 rented a car on Hotwire for Dollar Car Rental on 3/9/2022 for an upcoming trip on 6/17/2022-6/19/2022. I pre-paid a total of $154.68 on 3/9/2022 and owed the taxes upon picking up the vehicle on 6/17/2022. I arrived at the Atlanta Hartsfield Airport on 6/17/2022, I waited in line for more than an hour to pick up my car. When I finally got to the front of the line I was told there were no cars available and it would be an additional hour if not more wait, however for a fee of course I could upgrade the car to an SUV. I chose this route as I wasn't going to be able to wait an additional hour for a car. So I paid the taxes, deposit and upgrade fee. After driving the check engine light came on. I immediately contacted the Dollar helpline, they assured me to keep driving the car if the car wasn't experiencing any malfunctions, which it wasn't at that time. I continued on, about an hour or so later a wrench light came on and the car was having difficulty accelerating. I called the help line again, they told me to continue to drive the car to my destination and in the morning to call them back. The next morning I called and was told to drive the car to the nearest Dollar rental place, when arrived the Dollar counter was closed with a sign directing people to the Hertz desk. I returned the car to Hertz, paid an additional $87.13 for a different car and was told to contact Dollar for a refund. I called Dollar on multiple occasions, they refunded me $61 for the tax and upgrade fee but continue to offer no help for the 2 day rental fee that I would like refunded due to not having that car. This has been nothing but a headache and continues to be a nightmare. I would like a refund of the total amount I spent which was $154.68 due to the faulty car which added hours on my drive and the inconvenience of returning the car on the day of my sister in laws wedding. I have spent many hours on the phone with Dollar and they have been no help, I will never rent a car from them again.
  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 9, 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 your assigned rental vehicle experienced mechanical issues during your rental. 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 are processing a credit of $154.68 to the charge card originally billed. Though processed today, please allow 7-10 business days for the credited amount to show on your billing statement.
  
  
  Consumer Response /* (2000, 11, 2022/08/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/11/2022

  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 my rental car at Seatac on June 20th Rental Agreement UXXXXXXX X.
  
  My dollar express member # is XXXXXXXXXX.
  
  I told the attendant that I did not want any optional services/insurances, as I have done for 30 years.
  
  I signed the paperwork to get on the road and left.
  
  At the end of the trip, I realized that I was charged $203.94 for optional insurance.
  
  This was disingenuous and I would like to be refunded that extra charge that I did not authorize when verbally asked.
  
  Thank you. *** ****** ******* XXX-XXX-XXXX

  Business Response

  Date: 07/15/2022

  Consumer Response /* (3000, 6, 2022/07/13) */
  The company has contacted me. They were very courteous about the miscommunication and have agreed to refund me 1/2 of the disputed amount. This is an acceptable resolution to this matter. I will contact you again when I have received the settlement.

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I rented a vehicle for our family vacation via carrentals.com.
  Driver ***** *******
  Confirmation #KXXXXXXXXXX
  Vehicle Type Fullsize Roadster - Nissan Pathfinder or similar
  Pick-Up Location Ft Lauderdale Intl Airport
  Pick-Up Date 3/29/2022 5:30:00 Pm
  Drop-Off Date4/5/2022 5:15:00 Pm
  
  HERTZ Claim number: XXXXXXXX
  
  Upon vehicle pick up we found the vehicle assigned to us to have damage. We attempted to get another vehicle, but that was not an option. We took pictures of the damage and filled out a form as well as told both attendants. The vehicle was dirty, it smelled like smoke and there was interior as well as exterior damage. It also made rattling sounds while driving. We used the vehicle during our stay and when we dropped off the receiving attendant pointed out the damage. We gave the attendant our "damage slip" and showed our pictures that were taken at pickup. The supervisor said we were all set and we went on to travel home. We started receiving claims that we damaged the vehicle and responded saying it did not happen while we had used the vehicle and that we had provided proof. Hertz filed a fraudulent claim with our insurance company and we requested that our insurance company deny the claim. We have contacted Hertz/Dollar Rental/carrentals.com numerous times to attempt to resolve this. We have been told that the slip was not received and that iphone pictures can be altered? We are respectfully requesting the claim is dropped and we are reimbursed for our rental due to the substandard condition of the vehicle coupled with the hassle of trying to resolve the claims of damage. We have had no less than 5 phone conversations and exchanged multiple emails with photo evidence of the damage being present at pick up. We are tired of jumping through hoops and speaking with multiple people from different departments. We are not responsible for the damage.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/14) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience.
  
  In regards to the damage claim, I have reviewed it with our Claims manager and they have advised they have closed the claim and will no longer attempt to collect on it.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/07/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are requesting a refund for multiple reasons. The vehicle condition was unacceptable. The vehicle was dirty, smelly, damaged and made a loud rattling noise. This is not the quality we paid for. In addition to the rental condition, the pick up and drop off procedure was substandard. Not only was the wait time excessive, but the attendants did not do their jobs properly, which resulted in our family being hassled to cover damage that happened to the vehicle before we picked up. Finally we had to spend an extraordinary amount of time and effort to resolve the fraudulent claim that we damaged the vehicle. This entire experience was unpleasant and frustrating. We are expecting a refund for our rental to help compensate for the entire encounter.
  
  
  Business Response /* (4000, 9, 2022/07/15) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ******* *******.
  
  We regret any frustration caused. Customers are encouraged to immediately report any issues with the vehicle to our Roadside Services team so that we may provide assistance in resolving the issues in a timely manner and providing a vehicle exchange or repair. Having reviewed our records, we show the vehicle was kept for the full duration of your rental from 03/29/22 - 04/05/22 and no records of reported issues with the vehicle were made.
  
  In addition, we regret the wait times experienced at the branch. The travel industry at large is experiencing high demand in travel. 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.
  
  Therefore, we respectfully decline your request for a refund of your rental charges. However, as a gesture of concern we are mailing a $50.00 certificate for use toward a future rental. While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed.
  
  Please know that we take all customer concerns very seriously and we want to thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (4200, 11, 2022/07/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We immediately reported the issues to the staff. We requested a different vehicle from two different staff members. The response was for us to take the damaged, unsatisfactory vehicle or to not have a vehicle. We did attempt to find another car, but were unable to. We actually spoke with two different employees about the condition of our vehicle. It was a terrible experience. The vehicle was dirty, made noises, smelled badly, and it had been in an accident. Then we had to make the staff give us a form to report the damage. The staff told us we didn't need it and in four years, they had never filled out one. We took it upon ourselves to take photos of the damage and fill out the form. Then despite our efforts to properly document and report the issues with our assigned vehicle, we were hassled with a false claim being made to our insurance company and then told we could have altered our time stamped pictures. We feel like we were being scammed and deserve a refund. It was not an acceptable experience and we are frustrated that we have had to deal with this. We were not properly compensated for the issues. Dollar rental should not have had the vehicle we were given in operation.
  
  
  Business Response /* (4000, 13, 2022/07/28) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ******* *******.
  
  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. As our location did not have another vehicle to provide, they were unable to assist with an exchange immediately. However, our ERS team can arrange for a vehicle exchange at the nearest, most convenient location that has availability. 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:07/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dollar didn't uphold my reservation for a car I had made for 7/3 - 7/7/2022
  
  I am complaining about my recent rental experience at Dollar for Confirmation KXXXXXXXXXX at Oakland International airport. There were several issues with the rental
  
  There were about 15 people in front of me in line for Dollar, and each was unhappy. The line took 1 hour and 45 minutes to get to my spot. When I spoke with the rep I was told like everyone else that despite having a reservation, there were no cars for rental and they did not know when there would be cars. This is what we were all told after waiting for close to 2 hours, that our reservations were useless and we'd have to keep waiting.
  
  Instead of offering us cars that were available, we required all customers to pay to swap cars to vehicles that were in inventory at the Oakland Airport Dollar. This seems dishonest and taking advantage of travellers that had previously booked a rental car. I ended up paying the $40 / day upgrade fee because we'd already lost 2 hours of time with who knows how much more lost time. I ***'t think I should have been charged for an available car, when Dollar didn't uphold the reservation contract.
  
  This seems to be predatory bait and switch tactics and illegal by Dollar. I will never rent from Dollar again, this was by far the worst rental car experience I've ever had.

  Business Response

  Date: 07/26/2022

  Consumer Response /* (3000, 10, 2022/07/25) */
  Dollar has refunded the amount I had to pay to get my vehicle I reserved. I no longer need assisstance with this matter and consider it resolved