Complaints

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

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  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

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

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Rent A Car

  1 Airport Blvd Bentonville, AR 72712-7162

• 

  Dollar Car Rental

  1100 Jet Port Rd Myrtle Beach, SC 29577-4201

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:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21487638
  
  I am rejecting this response because:  The refund they are referring to has nothing to do with my complaint.  I was refunded because of their mistake charging me for superfluous insurance.  

  My complaint is requesting a refund for the Lyft, loss day of use and hotel because they had no car available to me despite my arriving an hour before my pickup time. 

  Had they had a car ready, I still would've been refunded for the car insurance because it was their mistake.  

  Even if they do not make this right by refunding me ~$130 of extra fees I incurred due to their mismanagement, I would still like for my complaint to be on record.  It is not acceptable to arrive at a city with a pre-paid reservation, non-refundable reservation and told "come back tomorrow, we don't have a car for you," and the client is obligated to get a hotel and transportation and delay their trip. 

  
  Sincerely,
  
  ***************************

   

  All documentation was submitted in the original complaint.

  led. I had 3 different car rental insurances already - I have a comprehensive State Farm Plan. I called them to verify that rental cars are covered and he said I have rental car coverage for all 50 states and ******. I have additional coverage through my chase credit card and AAA.The reviews for the ********* ******** location suggest that there are numerous issues with people who have adequate coverage getting charged anyhow. I have rented cars in **, NM and ** this year and they all read through my State Farm coverage and input that data. I don't know why the clerk at this car rental refused to look at the plan on my app.I feel that it is fair for me to request reimbursement for the significant disruption in my trip including the hotel, lost day and Lyft rides. It's not right to reserve a car, prepay, and arrive early and then you aren't even allowed to use a different company when they don't have a car because you prepaid and it's non-refundable.

  Business Response

  Date: 04/03/2024

  BBB Case 21487638
  RR No: 969181430
  
  This is a response to ***************************
  
  Our records show that we successfully processed the refund of $553.11 prior to return time for the taxi and Loss Damage Waiver. As such, no further compensation is warranted. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.
  
  Thank you for contacting us.

  Business Response

  Date: 04/09/2024

  Complaint ID ********
  ********************** Agreement Number 969181430
  
  This is in response to ***************************.
  
  I sincerely regret the inconvenience this matter has caused you.
  
  Our local management makes every attempt to provide our customers with a vehicle they booked for; however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee vehicle availability upon arrival. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor the booked reservation is securing the rate quoted at the time the reservation is made, this process is not a legally binding contract. On rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns,extended rentals, damaged vehicles etc.
  
  After review of our records, I am showing you were refunded the Loss Damage Waiver as you stated, and Uber fees. Based on the facts pertaining to this matter you have been compensated reasonably regarding this matter, and no further compensation is warranted. Again, please allow me to apologize for this inconvenience and it is my hope that you will allow us to serve you again in the future.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21487638
  
  I am rejecting this response because:

  I was not refunded for the Lyft rides.  They deducted that from the extra insurance they erroneously charged me for.  That was undone when they nullified the transaction for the extra that I did not want or need.  It's not about the $130, it's the principle of companies like yours taking advantage of people.  

  It cannot possibly be considered fair to prepay, not get a car, and I was told it wasn't refundable so I couldn't even use a different company with cars available that night.  Then you don't even take responsibility.  It is pathetic to even call it customer service.

  If you read the ****** reviews for this location, you have a 2.9 rating whereas Enterprise has a 4.6 rating and thousands more reviews.  I am a travel speech pathologist and have rented cars on 4 different occasions this year.  I will never use a Hertz or Dollar again after this stressful experience where I left feeling taken advantage of.  I will warn anyone who asks me about car rental companies to steer clear of yours.  You would not want to be treated this way and you should be ashamed. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/26/2024

  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 2/18/2024 I picked up a rental car from Dollar Rental Car in MCO. When processing the paperwork, the agent asked me what insurance I wanted. I told him based on the recommendation from my credit card company, I wanted to waive all insurance. He told me in the state of ******* this was not allowed and that I was required to elect liability supplement coverage. This turned out to be a complete lie and a means of extorting additional fees.

  Business Response

  Date: 04/12/2024

  BBB Case 21487010
  Rental Record 966797646
  
  This is in response to *******************,
  
  I apologize for any misinformation. I show the ******************* Supple was refunded on 4-2-24. If not already, it should post on the billed credit card shortly.
  
  Thank you for contacting us. 

• Initial Complaint

  Date:03/25/2024

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************s car. But double!! We ended up paying over $50 a day for a rental. Bad business. They do not care about the customer. Please help.

  Business Response

  Date: 04/01/2024

  BBB Case #:  21483868
  RR# or Res#: ********************* is in response to *************************.
  
  After review of your reservation, you reserved the wildcard, which is the managers choice. By changing the vehicle provided the upgrade charge is correct; however, as a one-time goodwill I have issued a refund for the upgrade charge in the amount of $92.44 to your Discover card used for the rental.Please allow 5-7 business days to post to your account.
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:03/23/2024

  Type:Billing 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.

   
  Complaint: 21477340
  
  I am rejecting this response because this issue has already been RESOLVED between Dollar Car Rental and my credit card company ************* The current response from Dollar refers back to the original dispute which is over not wanting the supplemental liability insurance. I disputed this with *****...they contacted Dollar and came to an agreement on my behalf that I did not owe the $113.33 for the insurance. This issue was already RESOLVED and now Dollar is reneging on the original agreement. The cost for the  actual car rental was PAID. The disputed amount was for insurance. The extra insurance was not needed/used anyway because there was no auto accident. Again, Dollar was paid for the actual car rental. I have been a Thrifty Car Rental member (same company) my whole life. I rent cars often. If you check my records you will fine I have never taken the extra liability insurance because I have always had full coverage insurance on my personal vehicle which also covers rentals. Your response seems to say I made the mistake and ignores any possibility of your employee making a mistake. As far as reading the entire agreement after receiving the rental...that is seldom done at the counter because there are always lines. You do it after you leave the counter which is what I did. Regardless...this issue was already RESOLVED in MY favor by someone at Dollar rent a car. That someone did not relay the resolution to the billing department. I paid for the rental. I disputed and won regarding the extra insurance that was not needed/used anyway. Please honor your original agreement with my CC company that resolved this dispute of $113.33 in my favor. I have attached the letter from ********** regarding the issue being resolved with Dollar. You cannot renege on an agreement. That is not fair. Please accept this. I will not pay this and you will be losing a lifetime customer over something that was resolved.  Thank you.  
  
  Sincerely,
  
  *************************Thrifty car rental in ***** (Jan/24) but was told at the pick up counter that I am on a "do not rent" list for Dollar, Thrifty and Hertz car rentals (all owned by ************ So, this issue was resolved but apparently the resolution people at Dollar didn't pass this info along to the Dollar billing department. In the mean time I am black listed from three rental companys and my credit rating is being threatened by the collection agency. Dollar Rental Agreement # *********. Reserv ID *********** Chase Cust Ser ************. The Debt Collector is ********** Systems.

  Business Response

  Date: 03/28/2024

  BBB Case 21477340
  RR No: 588654430
  
  This is a response to *************************
  
  Our records show that the ******************* Supplement (LIS) was accepted and signed for at the time of pickup as documented on your Signed Rental Agreement (***). With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the *** the charges are valid, and no adjustment is warranted. As such, the balance owed is correct and will not be waived.
  
  Thank you for contacting us.

  Business Response

  Date: 04/09/2024

  Complaint ID: ********

  RR#: 588654430

   

  Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. The outstanding balance of $113.33 is valid and must be paid. 

   

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21477340
  
  I am rejecting this response because: The brief response from Dollar states that "an adverse charge dispute does not mean the charges are invalid or alleviates the renter from responsibility for the charges".  That would be correct IF Dollar had not already RESOLVED the disputed charge with my CC company "see attached document". So Number one...this is no longer an "adverse charge dispute". The amount of $133.33 at one time WAS a disputed charge but on November 12 2023 it was no longer a dispute because it was RESOLVED by someone at Dollar Car Rental with ********** (see attached letter from Chase). The definition of RESOLVED is to "find a solution or settle an issue". That happened on November 12 2023. Whoever resolved the issue on behalf of Dollar did not pass this along o their billing department. Number two...if the issue was resolved in MY favor then i AM alleviated from the responsibility. 

  This is exactly what I encountered while trying to resolve this with Dollar prior to disputing it through my credit card company or BBB. Its like they are reading off a scripted response sheet with a very brief standard statement. No explanation, no reasoning, no anything that can support their argument. I have provided a letter from ***** saying that they have "successfully RESOLVED the amount of $133.33".   It was disputed and resolved in my favor. The remainder of the rental charges were paid in full. The car was paid for. 

  Dollars attached response is not correct because they are referring to  this is an "adverse charge dispute". It WAS exactly that until 11-12-23. On that date someone at Dollar  agreed and made it a  RESOLVED dispute. I am no longer responsible for the charge. Again, no explanation from Dollar on why it was resolved on 11-12-23 but then was changed back to "UN-resolved".  I will not pay this because it was already RESOLVED. 

  To the Dollar rep responding to this: take a copy of the letter from my CC company stating that my dispute was resolved in my favor and do some research with your resolution people. 

  To BBB: Thank you for your efforts. You can see what I am up against.  Ask the person you are dealing with at Dollar why they are disregarding the resolution agreement previously made between Chase and someone else at Dollar. Also, if you can recommend any options for me I would appreciate it. I will not pay this. I plan on filing complaints with the state or federal etc if I have to. 

  FYI - I have been in contact with the collection agency that Dollar handed it off to. They asked for and I provided documentation to them supporting my case. As recently as last week they told me that they too are having problems even talking to Dollar to try to resolve this.  They are in agreement that my issue has already been resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2024

  Type:Order 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 received your email. The email said that I should contact you if I had heard from Dollar rentals. I have. They contacted me about a week ago and claimed to have refunded my money. But they have not. I have received no refund from them whatsoever.

  
  

  Business Response

  Date: 04/10/2024

  Complaint ID: ********

  RR#: K77835927C1

   

  I apologize for the delay in receiving your refund. Upon reviewing, I have confirmed the refund wasn't completed. I have properly processed the refund today 04/10/24. Please allow 3 business days for the refund of $924.04 post to your account. 

  Customer Answer

  Date: 04/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would, however point out that it was only after complaining both to the BBB and through my credit card that they finally refunded the money. They said they "had processed the refund" literally 5 times before it actually happened. It is clear that if I had not involved 3rd parties and otherwise made noise about this, that they would have kept my money. This is not a business that I will use in the future, and I think that the public needs to be made aware of their corporate behavior.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/22/2024

  Type:Product 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have refunded the amount of the additional charges.
  
  Sincerely,
  
  ******************************* back and spoke with "******" on 2/29/24 at 12:05 a.m. who explained when I arrived at the airport I needed to talk with a manager who would take the *** off my bill. Neither rep told me I had to go to the airport or do anything outside of speaking with a manager. I additionally inquired about extending my rental for three days with ****** and she assured me with the *** taken off, I was going to be charged a total of $294.96, which is what I agreed to at that time.When I arrived at *** to return my rental 3/4/24 I asked to speak with a manager and was told to write everything down and a manager would call me. I wrote a brief synopsis of these details and gave it to the clerk at the counter; No one called. I saw my account was charged $405.96. I filed a complaint and requested a call from a manager and received no call. I've gone back and forth with them for weeks and they emailed back and said they were not going to refund the $111.96 they upcharged me bc it was "in the contract."

  Business Response

  Date: 04/08/2024

  Complaint ID: ********
  ******************** RR#: 982930686

  This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns. 

  Our records show you contacted our **************** team by email regarding this matter. As a gesture of goodwill, we show they processed a refund of $111.16 for the ******************* Supplement (LIS) on 04/02/24. We have attached a copy of your updated invoice for your review and record. Though the credit was processed on this date, it will take up to 5-7 business days for the funds to show on your billing statement. We are pleased to see our **************** team was able to address your concerns and provide assistance. 

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a car rental on February 26, 202. On February 28, 2024 I called to cancel this car rental. I was told that my refund of money that I made for a down payment would be refunded and charged a $50 cancellation fee. As of today March 21, 2024 I have yet to receive my down payment refunded to my credit card. The company said it would take 10 to 14 days to receive the reservation refund. In calling the company on March 18, I was told I could speak directly to the billing support department. Today March 21, I am told that there is no building support department that I must fill out a form online for a complaint. I have already filled out this form online for the complaint and in speaking with the representative on the phone for a rentals he stated I need to fill out the form at least three more times for a complaint. Each time they have up to 3 to 5 business days to contact me I have yet to be contacted after the first refund complaint form. Each time Dollar car rental contacts me it is a generic reply never answer g the question. The only answer I get is to fill out the form online. I have already contacted my credit card company to see if they could help resolve this issue.

  Business Response

  Date: 04/09/2024

  BBB Case 21469246
  Res No: K78045566D4
  
  This is a response to *************************
  
  Rest assured, I have received confirmation that a refund of $182.56 for your prepaid amount was issued to the card on file on 03/22/2024.
  
  Thank you for contacting us.

• Initial Complaint

  Date:03/21/2024

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************can send it to you.

  Business Response

  Date: 03/28/2024

  Complaint ID: ********

  RR#: 966107214

   

  Thank you for contacting us. A review of our records indicates the weekly rate was removed due to the vehicle being returned 2 hours early. In the interest of customer service I have adjusted the rate to the weekly rate and issued a refund of $368.88 to your credit card. Please allow up to 7 business days for the refund to post to your account.