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: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 rented a car from dollar rental , via priceline, on 2/23. I paid the fee $196. When I got to the airport where I was flying in and renting from on 2/28, I paid the security ($200) and the additional taxes and fees ($98). I returned the car on 3/4 and received the invoice. It was for taxes. Fees and an outside car washing ($400). I've message multiple times and only getting responses such as here's a copy of your bill, or the last one saying we charged your card and it didn't process and we owe $124. The car was returned in the same condition it was picked up in, why are we being charged this. And we also haven't received our $200 back yet from the deposit. Did they keep this and apply to.the bogus car wash? We don't owe anything, but they owe us $200 still. No one seems to give me any explanation and there's no physical person to speak with. When I call it says to email.

  Business Response

  Date: 03/27/2024

  BBB Complaint: 21468580

  RR# 984178963

  This is in response to *************************. We have processed a credit for the cleaning fee. You will see a refund in the amount of $266.59 back on your billed credit card. This offsets the amount you were refunded by your credit card. The security deposit is a pending transaction and not a charge. You will not see that as a refund it falls off your account. 

  Thank you for contacting us.

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:03/21/2024

  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: 21464282
  
  I am rejecting this response because:
  Your employee did not tell me she was adding that to my bill. I signed a blank screen. The only question she asked me is if I wanted Dollar to put gas in and I said yes. I signed a blank gray screen. Yes, I realize there were additional charges that I was signing for, but that is deceptive and dishonest on your part. Your company needs to train your employees not to do that to customers. I was never asked about insurance, liability, waivers, or anything of that nature. She simply asked me to sign a gray screen. Do you really expect vacationers to read over a contract after theyre handed their car keys? This is horrible business practice And I shouldnt have to pay for something that I never authorized because I was never asked. You have over 400 ****** reviews (complaints) about the same exact issue from the same exact location. Surely there is something wrong with your process. Please refund the money that I am owed. I am not asking for much. You are taking advantage of customers. 
  Sincerely,
  
  ***********************************ized those other add-ons. I have rented cars many times and have always said No to these add-ons because my personal car insurance covers all of them. I assumed since I wasnt asked, that these items were not being added to my bill. I tried calling, emailing, and posting on ******* because I couldnt get anyone to help me. Finally I got 2 emails from two different people. Both told me there was nothing they could do because I signed the contract. I explained that the representative at Dollar never asked if I wanted these extra services and they didnt care. They said I signed so I am responsible. I feel I am *********** a refund of $279.48. This is the difference when subtracting $90.96 in airport fees and $50.94 in gas charges which I rightfully owe. I just did a quick ****** search of Dollar at ***** which showed dozens of complaints for the same thing- charges that were never authorized or approved and no one at Dollar will help. I wish I had ******d earlier. I hope you can help.

  Business Response

  Date: 04/01/2024

  Complaint ID: ********
  ******************** RR#: 989209793

  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), ******************* Supplement (LIS), **************** Services (PERS) and Fuel Purchase Option (FPO) on your recent rental. Our records show that these services were accepted and signed for at the time of rental.  As such, the benefits of these services were extended for the duration of your rental.  As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.

  With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility. 

  Business Response

  Date: 04/09/2024

  Complaint ID: ********

  RR#: 989209793

   

  I apologize for your dissatisfaction, however we rely on the signed rental agreement to verify your acceptance. You had the benefit of the coverage's for the duration of your rental, therefore our position remains the same as a refund is not warranted. 

   

• Initial Complaint

  Date:03/21/2024

  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: 21462568
  
  I am rejecting this response because: The representative lied and did not provide accurate information. The charges that were placed in my account exceeded the amounts highlighted and the charge of 290+ is not authorized. This company is not adhering to their illustrated policy. 
  
  Sincerely,
  
  *****************************ed in on time. My request is it to only be charged what was stated to me as no additional fees should have been applied.

  Business Response

  Date: 03/28/2024

  Complaint ID: ********
  ******************** RR#: 102337804

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

  We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) on your recent rental. Our records show that these services were accepted and signed for at the time of rental.  As such, the benefits of these services were extended for the duration of your rental.  As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.

  With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility. 

  We have also confirmed our **************** team provided a refund of $22.81 which was processed on 03/20/24 for the two additional hours billed for your rental. However, after the refund was processed to your charge card we received notification from your financial institution and a chargeback for $208.19. As the charges billed for your rental were valid and outlined both on your rental contract as well as your Additional Driver's contract, the balance of $208.19 is now an outstanding balance which must be settled to avoid further collection activity. 

• Initial Complaint

  Date:03/20/2024

  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.

   
  Complaint: 21462694
  
  I am rejecting this response because: the reservation had a check in time an everything they never said things could happen an they sent me a text before it was time for me to check in to get my car. I took off wrk for no reason. I should be compensated for something I took a lose from wrk yall could at least give me a free rental for a weekend. This the second time this happened I over looked the first time and I took another lose then but I didn't make it a issue but now I need something in RETURN.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/26/2024

  Complaint ID ********
  This is in response to *********************
  
  I 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.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.
  
  Thank you for contacting us.

  Business Response

  Date: 04/03/2024

  BBB Case 21462694

   

  This is a response to *********************

   

  As a gesture of goodwill, I have issued a $50 voucher to the address provided for use on a future rental. Please allow up to 30 business days for the voucher to arrive.

   

  Thank you for contacting us.

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21462694
  
  I am rejecting this response because this is the second time this has happened ***** wont cover a whole day. I missed work.i let it go the first time and this same thing happened again come on.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/20/2024

  Type:Customer Service 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 over the week of March 16,2023. I been trying to retrieve my items from trunk of ****** Altima. I went back Sunday to get my items because I knew car was still there. I spoke two different with very nasty attitude. One told I could check the car to retrieve my items however agent outside said I could not and gave me a flyer. I file a report. I been calling trying to locate my item. No response. At this point I believe the items was taken by employee or still inside the rental car. How there no lost Department in airport? Why everyone have attitude? Why do the customers is well above expectations? Why you cannot get some help when needed. I just want my items back.

  Business Response

  Date: 04/05/2024

  BBB Complaint:21459032
  
  RA: 103137624
  
  This is in response to *************************.

  Im very sorry for the customer service you have experienced while dealing with this. We have been in contact with the location, and they have notified us that have a lost and found vendor that comes and picks up every lost and found item, tags and labels them, and stores the items for 30 days. Once a customer calls the number, they match the item to the Rental Agreement number and description of items, then set up shipping for them. 
  
  You can follow up on the claim online at HertzLostandfound.com or call ************.
  
  Please know Dollar is not responsible for items left in the vehicle and does not reimburse customers for lost items unless the correct insurance is purchased.
  
  Thank you for contacting us.

• Initial Complaint

  Date:03/19/2024

  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.

   
  Complaint: 21457056
  
  I am rejecting this response because: First of all who is "*********************?!" No doubt your entry level with the only task of lying through your teeth several times a day! I doubt very seriously your job is difficult at all with a simple "Copy & Paste" response to all Hertz/Dollar customers who have had high dollar items stolen at the hands of despicable employees that would no doubt be on unemployed or on welfare if if not checking in rentals!!! I find it quite hillarious that checking the so-called "Lost" & Found that there's nothing more than eyeglasses and various items that are abolutely no use to a career thief! In one breath you state, "your item could not be located," then in the next it's "we are not responsible for personal property left in our vehicles" which tells me everything that I already knew!!! It's simply an added perk and a free for all that Hertz/Dollar allows employees to fully participate in! I will continue to escelate this until My voice is heard and I receive a just outcome!  
  
  

  Business Response

  Date: 03/27/2024

  BBB Case 21457056
  RR No: 102461321
  
  This is a response to *********************
  
  Upon my review I regret to inform you that your item could not be located. Please accept my deepest apologies for the inconvenience.Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. 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: 04/11/2024

  BBB Case 21457056
  RR No: 102461321
  
  This is a response to *********************
  
  Upon my review I regret to inform you that your item could not be located. Please accept my deepest apologies for the inconvenience. Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. 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: 04/18/2024

  BBB Case 21457056
  RR No: 102461321
  
  This is a response to *****************.

  
  I sincerely apologize for the miscommunication in the last correspondence for the error in the name. I have re-reviewed this situation and made attempts to locate said item, at this time I was unsuccessful in locating your item.
  
  Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. 
  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.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21457056
  
  I am rejecting this response because: Hertz/Dollar has made no attempt whatsoever although they would like you to believe so! I have no doubt the item is in the possession of Dollar or the thief that checked the rental in. For this reason I haved filed a police report with Metropolitan ********************************************** as well as the ******* ************************** I consider this matter unresolved and will continue to pursue everything possible to seek justice! 
  
  Pissed Consumer

• Initial Complaint

  Date:03/19/2024

  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.

  To whom it may concern,Dollar Reservation# K4080545932 We arrived in *******, ** July 19, 2023 at 11:30 PM to find out that there were no cars available. We were told by **** at the Hertz counter to take an Uber to our hotel and come back on July 20th to pick up our car rental. **** said that the Uber would be reimbursed and to email ******************************* ****************** to receive the refund. When we picked the car the July 20, 2023 the Dollar representative told us to bring it back as empty as we could and that the fuel would be covered due to the wait times.The Uber charges totaled $161.87, and we received an updated invoice for a fuel charge on July 27, 2023 for $187.65 We did here back from ******** on 07/24/23 stating that she was working on the refund and it could take up to 30 days. I have reached out to numerous people at Dollar Car rental and ***** to resolve the issue to no avail. Total reimbursement should be $349.52 for the Uber trips and gas charges.Attached are the receipts for the Uber trips to our hotel and back to the airport and the updated invoice for the gas charge. Also attached are numerous supporting emails.Please let me know how I can get refunded.

  Business Response

  Date: 04/10/2024

  BBB Complaint number: 21453800
  Res ID or RA #: ***********
  
  
  This is in response to *******************.
  
  I sincerely apologize for the inconvenience you experienced due to the location not having a vehicle to secure your reservation.  Our locations make every effort to reservations, however, due to fluctuations in day-to-day operations and returns such as late returns, rental extensions, and mechanical issues that *** occur it is not always possible.  Please be assured your concerns have been addressed internally.
  
  As a goodwill gesture I have issued a credit in the amount of $109.40.  This credit will appear in two transactions one of $78.96 and $30.44. The 1st credit of $78.96 has been processed back to the credit card on your account, please allow 5-7 business days for processing.  However, to proceed with the remaining credit in the amount of $30.44 please call our *********************** team directly at ************* with your updated expiration number for this credit card
  
  In a review of our records, I was unable to locate a charge for fuel.  If your credit card was charged for the fuel invoice you provided, please provide a screenshot of this transaction within your financial institution for further review.
  
  Thank you for contacting us.
  
  

• Initial Complaint

  Date:03/18/2024

  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,
  
  *******************

  Business Response

  Date: 04/03/2024

  BBB Complaint number: 21451699
  Res ID or RA #: *********
  
  
  This is in response to *******************.
  
  I sincerely apologize for the inconvenience you have experienced.  Please be assured your concerns have been addressed internally with the disciplinary action needed and further training implemented. 
  
  In a review of our records, I can confirm a total credit in the amount of $267.40 was issued back to the credit card on your account.  Please see the attached invoice that reflects this credit for your review and records.
  
  Thank you for contacting us.

• Initial Complaint

  Date:03/18/2024

  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 are for outside washing, and the receipt says smoking, just proves they're doing Something wrong. I want this company to do what's right and return my $400 and only bill the correct amount of $*****

  Business Response

  Date: 04/03/2024

  BBB Case number: 21451258
  Res ID or RA #: *********
  

  
  
  This is in response to *****************************, 
  
  I sincerely apologize for the inconvenience you have experienced.  After our thorough review of our records, I can confirm a credit in the amount of $400.00 on 03/21/2024 for the outside washing fee. This credit as issued back to the credit card on your account, please allow 5-7 business days for processing.
  
  Thank you for contacting us.