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.

close

Find a Location

Dollar Car Rental has 305 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

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

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Rent A Car

  4501 Abbott Dr Omaha, NE 68110

• 

  Dollar Car Rental

  6750 Mississauga Road Mississauga, ON L5N 2L3

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:04/21/2023

  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 had previously scheduled and paid for a reservation for a rental car to be picked up on 4/11/23 at *********************************************************************************** through the VIPcars.com website. When I got to the desk, I told the customer service agent I did not want to add a damage waiver to my rental, as I have my own car insurance and was satisfied by the coverage provided through that alone. The agent explained that I would have to make a deposit on my credit card of $200, which I accepted and paid for. Looking at my account later, I noticed that I was charged an additional ****** plus tax (****** total) for the damage waiver I clearly stated I did not want. I have been in contact with both VIPcars.com and Dollar Rental and both have refused to do anything about this erroneous charge since I signed off on the payment. However, when I signed off it was an electronic signature and I could not see the content on the screen in front of the customer service agent. I was under the impression I was signing for the deposit charge. My rental agreement number was ********* and my reservation ID was ***********. I returned the car to Dollar on 4/18/23 as scheduled.

• Initial Complaint

  Date:04/21/2023

  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.

  Date of trans: 4/11/2023 **** paid to business: $544.02 Reservation Quote: $460.62 (Incl. CountyState Tax, ************************** commited to provide one week car rental Nature of dispute: After waiting 2 hours on line, I was verbally asked if I wanted to add any extra insurance to my rental. My response was a clear "no". (I never do) They had me sign on a electric pad, handed me paperwork and was directed to car. Once back at the hotel, I looked at rental receipt and saw the charged me LIS ******************** Supplement) @$15.88 per day totalling $111.16. I immediately reached out to Dollar Car Rental multiple times and ways. There is no way to reach the actual location at airport, only the call center, and they told me they couldn't help me until "after" I returned the car. They gave me an email address to contact *********************** but my multiple emails were kicked back saying "undeliverable and mailbox is full". I even tried to email ************************ as her email was included in the auto-reply, but her email was also kicked back with the same message. Finally, upon return of car, I spoke to manager *************************, who assuded me he would handle this and credit my card within a few days. He said he would Cc me on the email where it would be handled. This never happened. I attempted to email him at the provided email *********************** and have not received any response. I have done everything I possibly can to attempt to rectify this problem and don't know what else to do. Please note, this also happened to my daughter and son in law who rented a seperate car at the same time! They were overcharged approx $300 for additional LDW insurance and prepaid fuel, which were both CLEARLY verbally declined, and are going through the same thing! This is CLEARLY a common tactic used on the customers and it is TERRIBLE! They will also be filing a complaint here. Please help! I can provide copies of undeliverable emails, quote & receipt upon request

  Business Response

  Date: 05/05/2023

  This is in response to complaint #********
  RR- ********* *************************** ( Dollar )
  
  Thank you for your recent query to Dollar. I appreciate your allowing me this opportunity to review your concerns.
  
  I apologize for any confusion regarding the ******************* Supplement. Typically, when booking through a third-party vendor, any coverages listed would be provided and billed through the third party directly. Any optional services provided by Dollar would be separate and added at the rental counter. Based on the Signed Rental Agreement (SRA) we show the ******************* Supplement (***) was accepted and signed for.Therefore, the *** is considered a valid charge, and a credit is not warranted.
  
  However, as a gesture of customer service, a refund in the amount of $124.04 was processed for the *** plus taxes and fees on April 25th, 2023,please allow up to 5-7 business days for the amount to show on your billing statement.
  
  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 concerns.

  
  Kind regards,

• Initial Complaint

  Date:04/18/2023

  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 reserved a standard-size rental car for Dollar Car Rental on 04/14/2023 for later that day. The price I was told would be due at the airport would be $79.58. This complaint is in regards to increased charges I DID NOT AUTHORIZE OR SIGN UP FOR.I was asked if I would like to purchase extra insurance for my trip and responded "no" because I knew my personal auto insurance would cover me properly in the event of a claim. I was then told by the employee that I must buy at least the basic level of liability insurance. Because of the time constraints, I was not able to argue this point although I thought it to be untrue. I then told the representative to go ahead and apply the basic level of insurance. I since have found out it was not necessary for me to purchase any additional liability insurance and that the sales-person was being untruthful. There is a charge $31.76 for increased liability insurance that I was misinformed about.The most unfortunate part of this transaction is the vehicle upgrade fee of $80. When I got to the kiosk at the airport I was told that the type of car I reserved was not available and they would have to change model type. I was not told there would be an additional fee. I was led to believe this would be complimentary upgrade due to the nature of our conversation. In hindsight, I can see the representative at the kiosk was being intentionally misleading and omitting crucial information (such as the fact that my reservation was now going to be 2x the cost). The most important fact in all of this was that I was never told that my debit charge was going to be $206.63 when i was led to believe my quoted amount of $79.58 is what I was going to be paying. I never provided my signature and there is no record of my agreeing to this payment. I did not look at my receipt until I was in the vehicle on my way out of the airport. At that point it was too late to return the car promptly due to time I am attaching the original quote and the receipt.

  Business Response

  Date: 04/20/2023

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

  RR- 179463266

   Dear *************************,

  
  Thank you for your inquiry. I appreciate the opportunity to review your concerns.

  
  I regret any misunderstanding regarding the estimated charges quoted. According to our records, a standard sedan car was confirmed on the reservation.  At the time of rental, a Full-Size SUV was accepted for an additional charge of ($40) per day, and the (LIS)******************* Supplement was at the time your reservation was confirmed.A copy of the signed rental agreement has been provided for your records. The charges have been reviewed and are correct.  

  
  With the above in mind, we must respectfully decline your request for a refund for the ******************* Supplement and Upgrade.

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

  Regards,

• Initial Complaint

  Date:04/18/2023

  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.

  Rented a vehicle from Dollar on 3/27/23 at *** airport. **************** rep was deliberately unhelpful explaining charges (vague or rude answers to my direct questions, mumbling) I asked her repeatedly to explain charges to which she answered this is just what it costs to rent the car. Was not shown, explained, or told any of the charges upon signing. I did sign (on a pin pad containing no information) for the charges as I did need to rent the vehicle but never received a receipt for the transaction. I was given no paperwork or receipt. I had to explain to the garage attendant that I was given no paperwork and he seemed extremely confused. It was only after I turned the car in on 3/31/23 that I received a receipt showing a $74.95 charge for toll. I used no toll roads. Now I understand why the entire transaction felt wrong from the beginning. I feel extremely deceived by this company. I asked for a refund several times (via phone and email) and was told no refund would be given. Everyone I dealt with at Dollar gave me the same scripted response, which only tells me that this is an extremely common complaint with this company. Upon further research, I see that this has happened to many others. Numerous similar complaints and even lawsuits. This practice is highly unethical and fraudulent and Dollar Car Rental is aware that it is. I cannot believe, with the number of complaints regarding this, that Dollar is still doing this without being held responsible.

  Business Response

  Date: 04/20/2023

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

  RR- 169195445

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

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

  
  I apologize for any misunderstanding regarding the charges billed. Our records show you were incorrectly billed for toll at pick up.

  As a gesture of apology, a credit of $75.00  was processed today. Please allow 5-7 business days.
  

  Please know that we take all customer concerns seriously, and I want to thank you for allowing us the opportunity to review and address your concerns and inconvenience this has caused you.

  
  Best Regards,

   

• Initial Complaint

  Date:04/18/2023

  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.

  We rented a car at Dollar at ****** ****************** during Oct 23, 2021 to Oct 26, 2021. We bought insurance with Dollar at the counter. On Oct 24, we had a car accident in the ********************. The rental confirmation number is: J9230826472.The car license number is: CA, ********* filed a claim with Dollar, claim number #?(383) ******?, and the other car insurance contacted me today, they said Dollar and ***** refused to pay for the accident because **************************** said my rental record doesn't exist, this vehicle never exists in their system. I called **************************** multiple times to file the claim and to verify, they said my record never exists.This is totally a lie. I have photos, credit card statement, emails to show that I made this reservation. I have 6 witness.I want Dollar and ***** to pay for the damage and execute the insurance coverages.

  Business Response

  Date: 04/19/2023

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

  Reservation# J9230826472

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

   

  I apologize for the delay in response and inconvenience that you experienced. However, upon checking our records, please reach out to our claims department at ************ for further assistance.

  Regards,

• Initial Complaint

  Date:04/18/2023

  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 had a prepaid rental reservation (K3644165081) at a dollar rent a car location located in ******* ******.I was told that I would be getting a refundable deposit, we owed zero dollars on the car that day.The employee tried to up sell me with everything they offer and sneak in hidden charges. I specifically said I did not want additional insurance and the employee added it anyway. Through deceptive business practices I was wrongfully charged ******, on top of what I had already paid the company (******) for the rental itself.

  Business Response

  Date: 04/19/2023

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

  RR- 174138543

   

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

  The charges for your rental have been reviewed and are correct. Due to fluctuating airport fees and taxes, as well as the customer's ability to accept optional services at the time of rental, the amount quoted at the time of reservation is an approximate total. I regret any misunderstanding regarding the estimated charges quoted. Your contract shows as accepting (LDW)  Loss Damage Waiver at the time your reservation was confirmed. (Had an accident or loss occurred during the rental, Dollar would have honored the Terms and Conditions of the Rental Agreement.)  A copy of the signed rental agreement has been provided for your records. Therefore, no refund is warranted.

  Regards

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19947223
  
  I am rejecting this response because:
  I declined additional insurance and was taken advantage of.
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/21/2023

  Complaint ID: ********

  RR#: 174138543

   

  After a thorough review and in the interest of customer service I have issued a refund for the insurances in the amount of $370.49 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: 04/24/2023

   
  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. Thank you for your time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/18/2023

  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.

  On March 16, 2023 at about 7:30 PM I arrived in ****** at the Dollar rental counter. As I checked in I was surprised that he did not want to see my ****************** card which I had brought.He asked me which insurance plan did I want to buy? They started at $38 a day. He held up their price sheet. I explained again that I had good auto insurance with Allstate. I asked if I had to buy one of theirs. He said yes everyone has to because insurance companies dont pay for rental cars repairs. At the time I was too worn out to argue so I paid. Since then friends, family and online information says I should not have been charged. Please figure this out for me. And please refund me the money if I was coerced.

  Business Response

  Date: 04/20/2023

  Complaint ID: ********

  RR#: 163743436

   

  Thank you for contacting us. Please accept my personal apology for the sales technique used by our agent during your rental. We are proud of the optional insurances we are able to offer our customers; however, it is never our intention to present these options in an unacceptable manner. Your business is valuable, as is your contact to our office. I have issued a refund of $176.13 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. 

• Initial Complaint

  Date:04/18/2023

  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.

  The date of transaction was 3/19/23 to 3/21/23. My plane was late and by the time I got there the office was closed. I came back the next morning and picked up the car. I was asked to take their insurance which I did not want. I was lied to by the clerk and told they would give me a free upgrade. I had already paid priceline for this rental and had no idea I would be charged again by Dollar Rental for the car. I ended up paying Priceline $172.74 and then charged by Dollar Rental for $261.01 for a 2 day rental. When I dropped of the car I asked for a copy of the invoice and was told I would get my invoice from Priceline. Which I never did until I got back home and viewed my credit card statement. When I contacted Dollar and tried to dispute the charge the clerk told me if you do ai would be put on a do rent to list. I am so feed up with Dollar Rental thT I will never rent from them again. They lie to your face and put charges on you card that you did not authorize. If they had told me how much the insurance or upgrade was going to cost I certainly would not have agree to it. It is a shame this company does business and the credit card company does not back you up. Don't get caught in their web of lies as you will never get out. This was a most costly ****** for me at a very sad time for me. I am so ashamed I let them dupe me. I am more aware now and will make sure I get my charges in print from now on.*****

  Business Response

  Date: 04/20/2023

  Complaint ID: ********

  RR #: 164880542

   

  Thank you for contacting us. Please accept my sincere apology for any misinformation provided. Please rest assured your feedback will be shared with the appropriate ***************** A review of our records indicates a refund for the upgrade fee was processed on 03/26/23. I have issued a refund today for the Loss Damage Waiver (LDW) in the amount of $134.97. 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. 

• Initial Complaint

  Date:04/17/2023

  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.

  We rented a vehicle with this company on 3/24/23 at the ********, ** airport. The representative asked us what insurance package we wanted, but we turned down ALL because we have solid personal auto insurance that already covers rental damage. Upon getting the keys, we were asked to sign a blank electronic pad for the rental agreement. After returning the vehicle we found a $209 charge for insurance. The insurance we turned down! Every time I try to call, there is never an option to talk to a human. Ive emailed the corporate office 4 times and they keep saying Im not able to get a refund because we signed the agreement. I signed a blank screen after turning down insurance. After reading reviews on the BBB site, I see this is a common practice with this company!

  Business Response

  Date: 04/19/2023

  Complaint ID: ********

  RR#: 167670436

   

  I sincerely apologize for any misunderstanding regarding the Loss Damage Waiver (LDW). While we are unable to substantiate a verbal conversation and rely on the signed rental agreement, it is never our intention to add items to your rental that you verbally decline. In the interest of customer service I have issued a refund of $209.94 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: 04/20/2023

   
  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:04/17/2023

  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 family of 5 ( 3 being children) landed in ************ and found out our connecting flight was canceled. It was only 8am, and we were stranded. We decided to get a car to be able to grab some food and have a way to get to our hotel. We rented a car from dollar rental in the airport. We had the car for less than 24 hours and drove 49 MILES, that's less than even 1 hour of DRIVE TIME. We dropped the vehicle off and went on our way. There was no one there to "check ** out" or give ** a return receipt ******* learned) so we trusted them. Come to find out, they say the vehicle smelled of smoke (HOW?!) and charged me $370. I've contacted customer service, but it's basically he said, she said. I guess they didn't make enough off my $65 rental, so they had to make something up. I've NEVER had this happen. ****** learned. And what terrible customer service they've had this far. NEVER again will I use dollar rental or their company

  Business Response

  Date: 04/26/2023

  Complaint ID: ********
  RR#: 153132066
  
  This is in response to *************************,
  
  
  I regret the issues you encountered during this rental. After review of your query,I am showing a refund for the smoke fee has been applied to this rental in the amount of $400.00, please allow up to 14 business days for funds to post.
  
  
  Thank you for contacting **.