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:05/10/2023

  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.

  Date of issue: 02/28/23 I prepaid a car rental online in advance of our trip and the all inclusive total was $432. Upon arrival of the rental place in *******, ******* I was presented with a 2 hour wait in line. When I finally made to the customer service desk, the representative asked me to place my credit card into the little machine for check-in purposes only. I complied and mentioned that this was already arranged online. After a long day I did not think otherwise and proceeded to sign, thinking I was confirming what I already agreed to online. I later find out that Dollar Car Rental added a Damage Waiver Fee of $311.13. This fee should have never been applied as my personal insurance covers this and the representative never presented this to me prior to signing. I was never presented any agreement at the desk. After the vacation, I called Dollar to reconcile this difference only to be told "You signed the agreement". I disputed this charge through Capitol One (Case #***************) and Dollar Car Rental never responded to the dispute, thus voiding the charge. Dollar Car Rental then turned around and sent me a bill for the disputed $311.13 again. When I called them again, they told me the same thing "You signed the agreement". This "agreement" was a blank screen on one of those little credit card machines. I ended up paying the $311.13, but merely because it was going to harm my credit score and Dollar Car Rental was not willing to even listen to my complaint. I wouldn't recommend this company to anyone and based off the reviews I just read on the BBB site I am not the only one being taken advantage of. Invoice and *********** dispute attached.

  Business Response

  Date: 05/18/2023

  Complaint ID: ********

  RR # 155395155

   

  We rely on the signed rental agreement to verify your acceptance and understanding of your charges. As you did accept the optional insurance on the signed rental agreement we respectfully decline your request for a refund. 

   

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20043262
  
  I am rejecting this response because:  This company is a scam and does not present these rental agreements. The acceptance was made online when payment was made. Nothing was presented at the time of pickup, just a blank credit card screen. After reading several other reviews with the same or similar complaints, I am certain that this company is simply taking advantage of people. Its fine if they want to stand behind this terrible business practice, but I will be sure to let anyone and everyone know that this company will rip you off without remorse. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service 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 instructed the customer service person to not add additional insurance and they did anyway. Line item is listed as follows: DAMAGE WAIVER (CDW/LDW) 209.94

  Business Response

  Date: 05/18/2023

  Complaint ID ********
  Rental Agreement *********
  
  
  This is in response to Graham ******
  
  Based on my review of our records per the Signed Rental Agreement, you did accept the Loss Damage Waiver for $209.94. I have refunded the LDW as a gesture of our goodwill, please allow 5-7 business days for funds to post. We encourage our customers to review the Signed Rental Agreement before leaving our facilities. If a discrepancy is found the customer can ask our agent to remove the discrepancy and reissue an agreement.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/18/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:05/09/2023

  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.

  Arrived at Reagan airport in Washington DC with Dollar Car reservation for $106 for 3.5 day rental. No cars available upon arrival. Told that it would be 4-6 hours until we had more info. People were sleeping on the floor waiting. Went to other purveyors (Avis, Hertz, etc.) and no vendors had cars. Hertz then approached us and said they had one car for $600, but would give it to us for $400. We asked why it wasnt released to others, no answer. It was 10 pm, we had a family function the next morning and had to drive to Fredericksburg, VA so we could not wait. We took the car for $400 but I am being charged $600 on my Visa. Dollar and all others should have released all cars that they had to those with reservations regardless of make and models. I have asked my credit card company to intervene but they are sending me to the third party reservation provider with no resolution. This is not an "upgrade" situation, the reps at the counter told all customers they had NO cars. Dozens of people were waiting for hours and sleeping on the floor, but they would "do you a favor" by having you pay more for a different car. I also returned the car 1/2 day early, at 3:15 am. Their desk was closed. I did not receive credit for the early return but I took photos to prove the car was returned.

  Business Response

  Date: 05/25/2023

  Complaint ID: ********

  RR#: *********

   

  Please accept my sincere apology for any inconvenience you experienced when there was a delay upon your arrival.  When the reserved class is not available you should be offered the next available class at no additional cost. Considering this I have issued a refund of $366.67 to your credit card. Please allow up to 7 business days for the refund 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.

  Customer Answer

  Date: 05/25/2023

  
  
  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,
  
  
  
  Catherine ******

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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 am writing to dispute a charge of $100.18 to my credit card account number *******************. The charge is in error because based on Dollar Car Rental estimate, my charge for the rental was only $513.47 plus the extra hour charge of $18.06 (total of $531.53). But they charged my credit card an amount of $669.34.In light of the above concern, I am listing the necessary details to help you investigate:They gave me an estimate of $513.47 that includes the 3 days rental of the car, value-added services such as loss damage waiver, PAIPEC, liability insurance and premium road service and service charges.I returned the car late because my flight was delayed. According to them, that only comes to $18.06 for 2 hours.They charged me an amount of $669.34 on April 27, 2023 They refunded me an amount of $37.63 last May 2, 2023 because they charged me EV Battery Charges and Charge Purchase Option which are the same.Based on the amounts above, heres the computation for the amount the owe me:oDollar Car Rental Charge$669.34 oExpected Charge (Estimate + Extra Hour)$531.53 oDifference$137.81 oLess: Refund for charge option$37.63 oTotal amount to be disputed$100.18 I reached out to them May 4, 2023 about this matter and they said that We conducted a thorough investigation, and our records show that you accepted it (theyre referring to value-added services mentioned above), which would indicate that you are fully aware of the charge on your rental. As mentioned, all the value-added services theyre referring to are all included to the total estimate amount.I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement.Enclosed are copies of estimate, the actual receipt they charged to my credit card and their response to my inquiry that support my position and experience. Please correct the error on my account promptly.

  Business Response

  Date: 05/12/2023

  BBB Case #: ********
  RA #:  *********
  
  This is in response to ******************,
  
  I am sorry for any inconvenience encountered when trying to get this resolved. I can confirm our customer service office was able to resolve this matter for you and refunded a total of $155.59 on May 7th.
  
  Thank you for contacting **. 

  Customer Answer

  Date: 05/15/2023

   
  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,
  
  ******************

• Initial Complaint

  Date:05/08/2023

  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.

  My name is ************** I rented a car from Dollar Car Rental on December 19th 2022. I authorized the one time use of my debit card on that day only. The company was paid in full on December 20th 2022. I returned the rental on December 23, 2022. The gentleman took the keys got in the car check it and give me a receipt the receipt said the car was fine this is all on the rental parking lot camaras. 7 days later my debit card was pre-authorized without my permission for $250 for a cleaning fee. For weeks after this charge i tried reaching out to the car rental company with no luck, even disputed the charge with my bank and still they have not returned my money to me. The Dollar Rental car company even sent pictures of a car with animal hair all inside of it like it was the car I was driving. I don't own a animal near have! I have been fighting this for months now

  Business Response

  Date: 05/09/2023

  Complaint: ********

  Hello, I apologize for the inconvenience that you experienced at our Dollar location. After further review into this matter, we have found the $250.00 cleaning fee is valid. No compensations is warranted at this time. 

  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.
  
  

  Customer Answer

  Date: 05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am being charged a cleaning fee for pet hair inside of a vehicle when I don't own a pet of any kind and never have.  If necessary I can provide documentation from my doctor that I am highly allergic to pet dander. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 05/18/2023

  Complaint ID: ********
  RR#: *********
  
  I apologize for your dissatisfaction, however the rental location has previously provided pictures that were sent to you by our **************** team which show animal hair of some sort in the vehicle when you returned it. Based on this information we respectfully decline your request for a refund as the additional charge is warranted. 

  Customer Answer

  Date: 05/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: I don't own a animal or have any pets. Those pictures are not of the car I was driving. Also an employee - agent  of the company look over the car when I returned it he said the was fine then give me my final receipt. please check your parking lot camaras. I rent cars all the time almost every other week this is the first time I have been accused of something of this nature. This is a lie and I'm going to stand my ground. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:05/08/2023

  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 made a reservation through a third-party, Priceline, to be specific. Confirmation number: K48227572E1. It is still three weeks away and I wanted to cancel due to unfortunate circumstances. Priceline asked me to call Dollar to get a waiver for the $100 penalty/fee and I have been been passed around too many times to count just to try and get this resolved. No one answers their *************************** branch, which is where I'll be picking up the car. No one, even from their customer support team, is able to give me the means to contact anyone from that branch. How hard is it to just get a hold of someone? I was charged a total of $218.76.

  Business Response

  Date: 05/09/2023

  Complaint 20029378

  Hello, I apologize for the inconvience you have experienced. However since you booked through a third party company, you will need to have them call the location directly to request a refund. 

  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.
  
  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20029378
  
  I am rejecting this response because:
  I have already contacted the third-party and they wanted me to reach out to Dollar to get approval to get the fee waived. I only need to reach the management team of the ************* branch but absolutely no one can get ahold of them. That is the problem here. All the reviews say the same thing for that branch. 

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

  Business Response

  Date: 05/16/2023

  BBB Case #: 20029378
  Res #:  K48227572E1
  
  This is in response to ********************
  
  I am sorry for any inconvenience in getting this matter resolved. Regrettably, the reservation is still showing active and needs to be cancelled.Once the booking is fully canceled Dollar can confirm the cancelation and advise Priceline accordingly. You do not have to contact our local office to do this.
  
  You can call our reservation line at ************ and they can assist in canceling this booking. I would suggest having a Priceline agent on the phone through this process so permission can be given to waive the cancelation fee. Please note that because this was booked via Priceline it is up to the third-party to credit back any pre-payment we may give permission but ultimately it is up to the third-party.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20029378
  
  I am rejecting this response because: I have gone through this back and forth with both Dollar and Priceline representatives. It's utterly maddening how a simple cancelation can take so much energy and time! You guys really make it hard for us. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/01/2023

  BBB Case number: 20029378
  Res ID or RA # ***********:
  
  This is in response to *******************,
  
  We regret any misunderstanding regarding the charges billed in conjunction with your reservation.  We have verified the reservation was not prepaid to Dollar.  Therefore, you will need to contact Priceline directly regarding your refund request.  They will be able to assist you with the refund request.
  
  Thank you again for contacting **.
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service 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 5/3/23, I flew from DTW to MCO and arrived at 12:15 a.m. with a scheduled reservation with Dollar Rental Car for 1:00 a.m. Both Dollar & Thrifty only had two people working in the ticketing/reservation area which took over two hours to get a vehicle. The vehicle I received was not even cleaned or completely fueled. I'm seeking some kind of refund for Dollar's complete lack of customer service.

  Business Response

  Date: 05/09/2023

  
  COMPLAINT ********
  

  Hello, I apologize for the inconvenience you experienced at our Dollar location. As a result,  we will refund the credit card on file for 100.19. Please allow 5-7 business days for processing.
  

  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.
  
  

   

   

   

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service 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 4/28/2023 I flew into *** airport, arrived on time for my reservation with Dollar. Reservation #k4490347442 expecting my vehicle to be ready as is customary. Upon arriving I was told it was going to be up to a 2 hour wait. I ended up waiting close to that. Thanks to their delay I missed dinner reservations and evening plans with longtime friends. I was not offered a discount, an upgrade or even an apology. If I had returned the car late, you can be **** sure I'd be charged for it. I am not looking for a free rental as I did have the car for the weekend. But I would like a descent rebate on the ~$175 I was charged.

  Business Response

  Date: 05/11/2023

  This is in response to complaint #********

  
  RR- ********* *******************

  
  Thank you for reaching out to us. I appreciate the opportunity to review your concerns.

  
  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.

  
  As a gesture of apology, I will send you a rental certificate for $50.00 to use towards your upcoming rental. Please review the terms and conditions for the instructions on how to apply the certificate to your rental. The Certificate will arrive VIA postal service within **** business days.

  
  Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review and address your concern.
  
  Regards,

  Customer Answer

  Date: 06/01/2023

  Refer to original complaint ********. Dollar obviously does not keep their word. I was told I'd receive a $50.00 voucher for my issue. Here we are 3 weeks later and nothing has been received.

  Business Response

  Date: 06/01/2023

  Complaint ID ********
  RR 187325644
  
  This is in response to ********************
  
  

  After review of our records, I am showing that a rental certificate was mailed on 5/11/2023. If the certificate was not delivered it would have been returned back to our office, I am not showing that this rental certificate has been returned.
  
  

  Thank you for contacting us.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20016698
  
  I am rejecting this response because:

  my address is *************************************************************************************  I never received this voucher.  You may void that one and send me a new one.

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

  Business Response

  Date: 06/13/2023

  BBB Case number: 20016698
  
  Res ID or RA #: *********
  
  This is in response to *******************,
  
  We regret the rental certificate was not received.  We have reissued the $50.00 rental certificate.
  
  Thank you for contacting us.

  Customer Answer

  Date: 06/13/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:05/04/2023

  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.

  Booked a reservation and prepaid for vehicle. went to pick up vehicle and was not able to pick up due to them not accepting my card. was told it would take **** days did not receive was then advised a supervisor needed to approve the refund and would have to take 2-3 more days. was then advised needs to be escalated to corporate office for refund which would take an additional **** business days. It is now going on 2 months that we did not receive the funds back and never even picked up the car.

  Business Response

  Date: 05/05/2023

  This is in response to complaint # ********

  Reservation # K42539736C0

  Dear *******************,

   

  Thank you for reaching out to us. I apologize for the delay in response.

  Our records show a refund in the amount of $126.60 was processed on May 3rd, 2023. Please allow **** business days to post to your account. I sincerely apologize for the inconvenience this has caused you.

   

  Regards,

• Initial Complaint

  Date:05/03/2023

  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.

  i rented a car from Dollar car rental from the 4th April to 14th April 2023 from ******* Interrnational airport.i had booked and paid for the car rental which included the required insurance online. After the rental i noticed that i was charged for extra car insurance for the price of 165 dollars. Although i had signed that i accept this, I was not aware that it was part of my rental agreement at time of signing because at no point did the agent offer this insurance to me or verbally explain it to me and so was not given the opportunity to decline it being added before signing. I wrote to Dollar customer service to explain and the reply i got was that because i had signed the agreement they could not reimburse me. I explained that the agent did not offer or verbally explain the extra insurance to me and the reply was that they cannot reconstruct the conversation that took place between myself and the agent which implies that i as a customer am not being honest about my claim. Going forward i feel that i need to record my conversations with agents to ensure this does not happen to me again. I also think future customers need to be made aware that this car rental company may add additional costs to your bill which you sign for but are totally unaware that it was added. At least online you can see clearly what you are paying and signing for but with dollar car rental you are looking at an electronic pad at the desk which is small and you feel rushed in signing. i had already paid online for the car rental with the required insurances and had taken extra insurance with rental.com and so did not require any further insurances. Why if i was made aware of the the extra car insurance being charged for would i purchase it twice, i totally feel misled by this company.

  Business Response

  Date: 05/23/2023

  Complaint ID: ********
  ******************** RR#: 173757776

  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 *************************** (PAIPEC) and **************** Services (PERS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. These services were in addition to the Loss Damage Waiver (LDW) and ******************* Supplement (***) which were included as part of your rental prepayment.  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.