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 has 305 locations, listed below.

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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:04/26/2023

  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.

  My sisters and I flew to ** for a 7-day trip. We had already booked the rental, but since it wasnt in my name I had to provide a deposit of $500. When given the (first) receipt, I was automatically enrolled in the insurance provided by the company equaling about $250. This wasnt even discussed if needed, which it wasnt. When I questioned the clerk, he only became angry and snatched the receipt from my hand to correct the errors. The total with taxes equaled $615. I was advised when the car is returned the deposit will be released to my bank. The day after returning the rental, I had a transaction for $115 from Dollar. No deposit was returned to my account. When I contacted my bank they said there is no trail whatsoever pertaining to this deposit. When I contacted Dollar, they could provide me with no information, no tracking number the bank requested, and couldnt provide me with someone in charge. Can this please be reviewed?

  Business Response

  Date: 05/12/2023

  Complaint ID: ********
  ******************** RR#: 173160886

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

  We sincerely apologize for any misunderstanding regarding the credit card authorization hold taken at the time of rental.   Any holds placed at the time of rent are electronically released at the time of rental return. Typically, it will take up to 5-7 business days for the pending amount to fall off of a customers account statement. However, this timeline may vary depending on the financial institution processing times as they are the ones who determine when the funds will be released. Please note, release of the authorization will not result in a refund, but rather will release the held amount which will no longer show a pending transaction. 

  We show the hold was released by our systems on 04/10/23. If you are still showing the pending amount on your account, please provide ** with your current bank statement showing the pending amount so that we may further review. 

   

• Initial Complaint

  Date:04/26/2023

  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.

  We rented a car from Dollar Car rental on 4/20/23 at *****************************. I booked using Booking.com on 2/15/23. The pick up time was at noon and when we arrived at the parking garage where Dollar Car rental is situated there was 50+ people standing around waiting for their rental vehicles. I was told that it would be 2-3 hours before my car would be available. The parking garage was dirty and there was no nearby accessible bathrooms or food, this was not an appropriate place for children to be standing for 3 hours. We waited patiently and when the car became available I was asked if I would like to add car rental insurance to my trip and I declined. I very clearly said "No" and additionally my car insurance plan does cover rental cars. The woman working acknowledged I said No and carried on with the booking information. She asked me to sign a blank screen, it was simply meant for a signature and asked for my credit card which did not seem unusual since I had booked online. She then gave me the keys with my paper work and after 3 hours waiting for a rental car with my young child who was hungry and thirsty we went on our way. I find out in the receipt and on my credit car report that this Dollar car rental employee did charge me $ ****** for rental car insurance that I had very cleared declined. I called Dollar car rental and spoke to multiple employees who gave me the run around. I am very upset with this experience and a charge for $****** that I very clearly declined and was told to sign a blank signature screen. This is absolutely unacceptable. I had not planned to complain about the wait but when I saw this charge and have not had resolved i felt it was imperative to speak up.

  Business Response

  Date: 05/12/2023

  Complaint ID: ********
  ******************** RR#: 182727683

  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 previously contacted our **************** team regarding this matter and they were able to provide assistance and resolution. On 05/02/23 a credit of $56.55 was processed to your charge card originally billed. Though processed on this date, it may take up to 5-7 business days for the amount to show on your billing statement. We are pleased to see our **************** team was able to resolve this matter. 

• Initial Complaint

  Date:04/25/2023

  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 vehicle on 03/28/2023 from Mobile AP, AL and returned it on 04/04/2023 to ************** AP, **. The total charge was $1,098.56 the Original Estimated Charge was $748.56. They have charged me $350 for "OUTSIDE WASHING". Assuming it was a mistake I sent them a message via their feedback link in the email bill, the website promised they would contact me within 72 hours. After 6 days I had not been contacted by them. I sent another message through another link in the same email "For any questions about your invoice, click here". It's been 4 days and no one has contacted me. I also called their customer support line 4 days ago, they described the car as "full of sand" and that is why they charged me. I asked why they were charging me for "Outside Washing" then, which they again replied it's a standard cleaning fee. I will agree that it had some sand on the floor, but not "full of sand", just some leftover from what fell off our feet. But this is not what they are charging us for, they are charging for "Outside Washing". I asked that the charge be removed, I was informed I would have to contact the ***************************************** and they gave me the local number. I have tried multiple times on multiple days but no one answers, it eventually disconnects. I called the main number back and they connected me directly to the local branch, but again, no one answers and it disconnects. Also, the Terms and Conditions state "UPON RETURN, IF THE *** REQUIRES MORE THAN DOLLAR STANDARD CLEANING ON ITS RETURN, DOLLAR MAY CHARGE YOU FOR THE ACTUAL COSTS INCURRED BY DOLLAR TO HAVE THE *** CLEANED." So they should not be charging a "standard cleaning fee" they should be charging what the actual cost is to clean. But again, they are charging me for "Outside Washing", which I am assuming means washing the outside of the car. The outside should not have required "more than Dollar' standard cleaning".

  Business Response

  Date: 05/01/2023

  Complaint ID: ********

  RR#: 170230631

   

  Thank you for contacting us.  We reached out to our **************, ** management regarding the cleaning fee, they have provided pictures of the vehicle when it was returned. Due to the sand in the vehicle, the location had to have the vehicle sent for outside detail which resulted in a $350.00 cleaning fee. Please be advised "outside washing" means  the vehicle had to be detailed by outside of the rental location, it does not mean the outside of the vehicle was cleaned. I apologize for any misunderstanding. 

  Based on the pictures provided we respectfully decline your request for a refund. I have attached the pictures for your records. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19976442
  
  I am rejecting this response because: It is not what was agreed to in the Terms & Conditions.
  

  In spite of the poor wording on the billing I can accept that it is a fee for cleaning the interior of the car. A fee for "Third Party Interior Cleaning" would have been clear.

  I am still disputing the fee for the following reasons: From a Dollar **************** individual, I was told verbally that its a standard cleaning fee and in an email exchange I was told the $350 is a general cleaning fee. However, in the Terms & Conditions it states UPON RETURN, IF THE *** REQUIRES MORE THAN DOLLAR STANDARD CLEANING ON ITS RETURN, DOLLAR MAY CHARGE YOU FOR THE ACTUAL COSTS INCURRED BY DOLLAR TO HAVE THE *** CLEANED.
  A standard cleaning fee or general cleaning fee does not sound like actual costs incurred by dollar. Please send me a dated receipt or other proof of vehicle service for the car I rented from the outside detailer showing actual costs incurred by Dollar.

  Also, the photos do not show the car "full of sand" as the record states. I have a hard time imagining that the interior couldn't have been cleaned in the same or less amount of time as some other vehicles with sand that were cleaned at this Dollar facility. Or does Dollar send ALL cars with any sand in them to a third party as suggested by the previous response even though the rental facility is near lots of beaches.

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

  Business Response

  Date: 05/03/2023

  Complaint 19976442

  Dollar vehicles are serviced and cleaned before being assigned to customers.  Customers should return the vehicle in the same condition as rented.  We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc.However, (pet hair/trash/sand/dirt) and other similar impurities require more time and detail to remove.  In such instances as with your rental, Dollar will assess a cleaning fee. The location reported the vehicle contained lots of sand in the vehicle. However, as onetime good will gesture will refund the credit card file for $175.00. 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: 05/08/2023

   
  Complaint: 19976442
  
  I am rejecting this response because: Again, it is not what was agreed to in the Terms & Conditions

  I have been told that the charge is a "standard cleaning fee", "general cleaning fee" and now an assessed cleaning fee. None of which are "actual costs incurred by dollar to have the car cleaned". In Dollar's own Terms & Conditions it states UPON RETURN, IF THE *** REQUIRES MORE THAN DOLLAR STANDARD CLEANING ON ITS RETURN, DOLLAR MAY CHARGE YOU FOR THE ACTUAL COSTS INCURRED BY DOLLAR TO HAVE THE *** CLEANED. (The all caps is per the document, I am not yelling)

  Again, I am requesting a receipt or other proof of vehicle service from the outside servicer showing (in one form or another):

  - Date of Service

  - Total Actual costs incurred by Dollar

  - The Vehicle ******************** Services Performed

  - Actual costs incurred by Dollar for each Service Performed

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

• Initial Complaint

  Date:04/25/2023

  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.

  Dear Dollar Rent-A-Car Customer Service,I am writing to express my extreme dissatisfaction, frustration, and concern regarding the ****** Camry I rented from your company on Saturday, April 22nd, and Sunday, April 23rd. Not only did the vehicle pose a tremendous inconvenience and a significant safety hazard due to multiple instances of engine overheating and faulty brakes, but I also experienced appalling customer service throughout the process. Your immediate attention is required to resolve these issues, or I will be forced to take legal action.At the outset, the staff member at the rental desk I spoke with at 6 AM was incredibly rude and unprofessional. Although I had reserved a compact car through Priceline, she provided me with a larger car, claiming it was a "free upgrade" despite it not being what I ordered. After leaving the rental location, I discovered a $40 per day extra charge on my receipt for the supposed "upgrade." I contacted customer service, who assured me of a refund, yet I have received no confirmation of this refund. This is nothing short of deceptive and dishonest.Moreover, I explicitly declined the loss damage waiver, as my personal insurance and credit card company already provide coverage for rental cars. Despite this, I was asked to sign on an electronic pad without being shown the total charges or any agreement. To my dismay, I later discovered that I was charged the loss damage waiver fee. This is not only ridiculous but a blatant disregard for my preferences as a customer.On top of these customer service blunders, the car itself was a disaster. The engine overheated on multiple occasions, and the brakes were not functioning at 100% capacity. These issues endangered my safety and caused significant delays and additional expenses. Furthermore, your roadside customer service was abysmal, as I was put on hold for an hour each time I called, without ever speaking to a representative.On Saturday, April 22nd, at around 9:30 AM, the car engine began to overheat. This forced me to make an unscheduled stop and purchase coolant from a nearby Target. This incident caused delays in my planned activities and additional expenses for me. Unfortunately, this was not an isolated occurrence. On Sunday, April 23rd, at around 7:00 PM, the engine began to overheat again, resulting in a delay of over an hour and a half in returning the car. As a direct consequence of this delay, I was unable to refuel the vehicle prior to returning it, as I had a flight to catch at 9:55 PM. Furthermore, the brakes were not functioning at 100% capacity, posing a significant risk to my safety and the safety of others on the road. A car with faulty brakes should never have been made available for rent. It is highly concerning that Dollar Rent-A-Car is renting out vehicles in such a dangerous condition.If I do not receive an adequate response addressing and resolving these issues, I will have no choice but to pursue legal action, including pressing charges and taking this matter to small claims court. To avoid such escalation, I demand the following:1. A thorough investigation into the maintenance and safety checks performed on the ****** Camry in question.2. An explanation for why this dangerous vehicle was rented out to me.3. A complete refund of the rental fees and additional charges, including reimbursement for the expenses incurred due to the car's malfunction (such as the coolant).4. A formal apology for the inconvenience, potential danger posed by the faulty vehicle, and the disgraceful customer service I experienced.5. Immediate improvements to your customer service, roadside assistance responsiveness, and rental process transparency to prevent future customers from experiencing the same ordeal.I expect a prompt and comprehensive response to address these issues. I have been a loyal customer of **********************, but this experience has severely damaged my trust in your company's ability to provide safe and reliable vehicles and deliver even a modicum of acceptable customer service. Your immediate attention to this matter is not only crucial but absolutely necessary to preserve any semblance of reputation your company may still have and to avoid legal repercussions. If I do not get an adequate response or answer, I am not afraid to press charges, **** and take Dollar-Rent-a-Car to small claims court.Sincerely,*************************************** Rental Agreement Number: K4644793352 (via Priceline)

  Business Response

  Date: 04/27/2023

  Complaint ID: ********

  RR#: 183781710

   

  Please accept my sincere apology for any misunderstanding regarding the additional optional items accepted on your rental agreement as well as for the problems you encountered with the vehicle. We rely on the signed rental agreement (***) o verify your acceptance and understanding of your charges. A review of the *** indicates you signed and agreed to the optional insurances and upgrade, however in the interest of customer service I have issued a refund for these options in the amount of $181.23. Please allow up to 7 business days for the refund to post to your account. 

  In regards to the mechanical issues you experienced. We have researched this matter and have been unable to substantiate any issues with the vehicle. We will share your feedback with the local maintenance team for any corrective action. 

  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:04/24/2023

  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 went to the Dollar Car Rental at the **************. When I arrived the employee was able to find my reservation that I made. At the counter, she attempted to upsell me on an upgraded car for an additional charge. We politely declined and she said ok but proceeded to charge ** anyways. When we saw it on the bill we called her out on it but she insisted that was a mistake and that she wasnt charging ** for an upgrade. That was a blatant lie. We finalized the amount for the reservation and I asked her if there would be additional charges. She said there wouldnt be however I have been charged over $150 of additional charges for nondescript fees that were not brought to my attention upfront. Shady business practice. Ive reviewed the documents and they do not indicate these charges should exist. Finally, we got in the car and it was full of a cigarette smell. We asked if she could change our vehicle, to which she scoffed in our face and told ** too bad. I am very sensitive to cigarette smoke and was worried for my health. If she didnt sneak a car upgrade on ** we probably wouldve gotten a different non-smoke vehicle in the first place.

  Business Response

  Date: 05/11/2023

  Complaint ID: ********
  ******************** RR#: 175037251

  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 Vehicle Upgrade 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.  Since we are unable to recreate a verbal conversation between customers and our representatives at the rental count, we must rely on documentation to base our decision. 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, the charges billed are valid and a refund not warranted. 

  However, as a one-time gesture of goodwill, we have processed a refund of the Vehicle Upgrade in the amount of $80.00. 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.

  Customer Answer

  Date: 05/11/2023

   
  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:04/24/2023

  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.

  Dollar Car Rental at ***************************** uses deceptive and manipulative rental practices. On March 23, I called Dollar's customer service department to update my reservation since the credit card I used to make the reservation (K4093648859) was stolen. The agent assured me I could update it at the rental counter. However, on Friday, March 24, I discovered this was not the case. The clerk was not helpful. She told me to call the 800 number for assistance, but that customer service agent was equally unhelpful. When I asked to speak to a manager, I was told no one was available. Subsequently, I was charged $20 more per day to rent that car and told I had to take insurance coverage. (I knew this was a lie.) I returned the car within five hours and the next clerk gave me a different 800 number to call and the customer service agent was able to switch the reservations (K4413619668). I was charged the original rate for the car and was told I did not have to take insurance on the car. I want a refund of $153.89(RR167599552) for this unnecessary rental and believe Dollar Car Rental should have honored the original agreement in the first place rather than resorting to deceitful tactics. Or at the very least train, all of the agents (counter clerks and customer services representatives) to be helpful and learn procedures that are customer-friendly.

  Business Response

  Date: 05/02/2023

  Compliant 19968699

  Thank you for contacting us.

  I am deeply sadden that you did not receive a 5-star experience at our Dollar location. As a gesture of our concern, we will refund the credit card on file for $153.89. Please allow 5-7 business days for processing. 

   

   

   

  Customer Answer

  Date: 05/12/2023

   
  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:04/24/2023

  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.

  Rental Record: ********* Date: 4/2/203 Total cost: $275.79 The rental car was reserved in advance and was to be picked up at ****** Airport at 11:30 p.m. on 4/2/2023. When I arrived, no cars were available and the agent indicated the length of the wait was unknown but would be at least an hour or two. He offered to put my name on the list and when I asked bout my other options, he said I could call other rental car agencies myself or return to the terminal to board a shuttle bound for a different agency and see if I could have better luck elsewhere. It was after 11 p.m. and he was not busy with other customers. He was just sitting at the counter and refusing to provide assistance beyond adding my name to the list. So I became customer #7 on a list full of angry, irate and exhausted customers with unfulfilled reservations. Just after midnight, the agent made eye contact with me as he apparently left at shift's end without any indication of what was to be of my reservation. I later learned he had handed it off to the Hertz agent working in the same building. Everyone on the list except the first customer and myself angrily departed at some point during the waiting time. I felt bound by a cancellation fee which I feared would not be waived and chose to stay until I was finally handed the keys to a car which had been returned early, luckily for me. Overselling inventory to cover potential cancellations should not be a customer's fault, particularly when we've made reservations in advance, made payment, and showed up on time. It should not be a customer's responsibility to find a way out of a rental agency in the middle of the night. The agent never offered to make it right financially, take responsibility for my situation or help me to find another vehicle.

  Business Response

  Date: 05/11/2023

  Complaint ID: ********
  ******************** RR#: 172954865

  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 the delays you experienced upon arrival at our location at the ****** airport. 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. 

  Customer Answer

  Date: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed and accept the response made by the business in reference to complaint ID ********. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/24/2023

  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 rented a vehicle for my trip To *************** *******. I prepaid with my debit card and shortly thereafter my card was stopped by the bank because someone tried to put fraudulent charges on it. Upon arriving in ******* to pick up the vehicle I was told by the agent at dollar I needed to present the card. I told him repeatedly of the situation and he refused to accept another card or allow ** to rent the prepaid vehicle. At that time he told me to call their 800 number to switch my payment method. I called twice and before being hung up twice was told I would have to cancel the reservation and try to rebook and a higher price. This was an unavoidable circumstance and I tried to resolve by offering another method of payment. I was in ******* for a family function and had to resolve my issue by paying double at another company. I again tried to be refunded by calling their 800 number and spoke with an oriental Woman that didnt understand anything I was speaking about. I asked for a supervisor and was hung up on again. I feel I should be refunded my prepayment due to the fact that Dollar canceled my rental not me

  Business Response

  Date: 05/11/2023

  Complaint ID: ********
  ******************** Res#: ********************** 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 our location in *************** was unable to confirm your reservation due to the Form of Payment Requirements. At the time of booking, we show a Pay Now rate was elected for. As such, customers who opt into the Pay Now rate at the time of reservation must accept the Prepaid Terms & Conditions. Within these Terms & Conditions is outlined the Form of Payment Requirements which specifies that customers must have the same charge card used at time of booking when they arrive to the rental counter. Unfortunately, if the original form of payment is not available the Pay Now reservation is unable to be honored and must be cancelled and a new reservation booked with the new charge card information. This may result in a change of rate as the applicable rate at the time of booking the new reservation will be applied. We regret any inconvenience this policy may have caused; however, based on our review our branch acted in accordance with our standard procedures and policies. 

  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:04/21/2023

  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 of renting a car at March 29, 2023, conformation number is ***********. When I arrived pick-up location, assistant told me that he has no car for me and will refund me. On April 1st, I found that Hertz have charged me $154.35 USD so I went to the pick-up location and ask for help. Assistant there told me I can call 18006544173 for a refund. I called them twice, they said I should call another department and give me two different phone number. The first hang out me immediately and no one response for the second. Finally, I was trying to ask for refund online and received email said they will refund me at 7-10 work days, which is due on April 18th. However, until now, I do not have my refund.
  

  Business Response

  Date: 04/26/2023

  Complaint ID: ********

  Res#: ***********

   

  I sincerely apologize for any inconvenience when you arrived and were told there was not a vehicle available for your confirmed reservation as well as for the delay in receiving a refund for the prepaid amount. I have issued the refund today 04/26/23, please allow up to 7 business days for the refund to post to your account. 

• Initial Complaint

  Date:04/21/2023

  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.

  They charged us $450 for cleaning the car after a 2 day rental. We took care of the car, we didn't get the seats wet after swimming, we didn't smoke in the car, we didn't scratch anything, didn't get seats dirty and were overall very careful with the car. Their contract says they may charge what it costs them extra to clean the car. They have a car wash there and hourly workers. I'm assuming they get minimum pay, so if they needed to vacuum another 15 minutes or wipe down the car's nooks and crannies, it would be easy to do. To charge us $450 is a scam, plain and simple. Once they told us they were putting the charge on our credit card my daughters offered to go clean it (I was at the airport with the luggage) as we had plenty of time to do so. They refused to let them leave with the car even though there was more time on the rental and refused to take off the charge.

  Business Response

  Date: 04/27/2023

  Complaint ID: ********

  RR#: 172737832

   

  Thank you for contacting us. We have reviewed the cleaning fee with the local team in *****. They have asked that we refund the charge, therefore I have processed a refund of $450.00 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: 04/27/2023

   
  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,
  
  *********************