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

  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:04/14/2023

  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 booked a prepaid reservation through "Holiday Cars.Com". When we arrived at the rental car desk (at the exact time our rental was booked for) , we were asked to wait in a line of 30 people to fill out paperwork and then sit in a waiting area for "at least 2 hours" as they didn't have any vehicles available. There was approximately 50 people waiting, sitting on the floor, sleeping, etc. I was forced to forego the rental entirely, as I have 3 young children (6,4,2) and take extremely expensive Ubers for the weekend. I asked the desk agent for documentation of this issue, and they told me they could not provide anything but the rental partner (Holiday Cars.Com) would be aware of the issue at Dallas Fort Worth. Needless to say, I have not been able to speak to a human at Holiday Car, and their email response is requesting "Copy of document from the supplier where it indicates that they were unable to provide you with the car rental" This has been a costly and inefficient situation for my family....and the response from Dollar has been unfortunate.

  Business Response

  Date: 04/19/2023

  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 sincerely apologize for the inconvenience you experienced when there were delays experienced at the branch which you were unable to pick up your rental vehicle due to the delays. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation at the specific time of a customers reservation. This is usually caused by late returns, extended rentals, damaged vehicles etc. 

  As your reservation was prepaid for through a third party, since a rental did not take place with Dollar the funds were not collected by Dollar. Therefore, we are unable to process a refund of the prepaid amount as we do not have access to the third party booking source's billing system. We regret any frustration this may have caused. For assistance with obtaining a refund of the prepayment, please contact the booking source for assistance. 

  Customer Answer

  Date: 04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I would appreciate some sort of remuneration for this lack of service.  It is totally unacceptable to have my family stranded and forced to take $100s of dollars in Ubers, while having to wait months in the hopes that the 3rd party agrees to reimburse for Dollar's ineptitude.

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

  Business Response

  Date: 04/20/2023

  Complaint ID: ********
  
  This is in response to ******************************
  
  I sincerely regret your recent experience, as previously stated this reservation was paid for through a third party and we do not have access to their billing system to process a refund. I have mailed a $100.00 rental certificate as a gesture of our goodwill.
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/14/2023

  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.

  I rented a car from Dollar Rental Car to be picked up at the ******* ******* airport. We arrive to pick up at around 2am and had to wait in like for over an hour. The woman at the desk was incredibly rude and purposely slow. The car she gave us was not what was requested or similar. We rented a small and fuel efficient car for a reason because of driving 200+ miles a day. She gave us a larger car. We told her thats not what we ordered and she said it was a free upgrade. We told her we didnt want an upgrade or a larger car like that. She told us we didnt have a choice since they didnt have any cars available. It was almost 4am at this point so we got in the car. It was filthy! Full of trash, sticky drinks had been spilled all over the console and the gas tank was empty. This car hadnt been touched since the last people dropped it off. We drove to the gate and told the guy what a mess it was. It wrote down the issues and said they would issue a partial refund when we returned the car. I looked at my receipt after leaving and saw that they charged me $120 for upgrading the ************** I never asked for!! We returned the car and were told we had been refunded half our total charge. Not true. The whole charge was still there as well as the upgrade charge being added! I called customer service and was told I should have called roadside service after leaving the airport to have it cleaned and since I didnt do that, I didnt uphold me end of the agreement! I asked for a call back from a supervisor and never got a call back. Called again and asked for another call back and never heard back again. Also filled out a survey and asked for a call and never heard from anyone! Terrible company and customer service. Over priced and unethical. Stay clear!

  Business Response

  Date: 04/17/2023

  Complaint ID: ********

  RR#: 162304715

  
  Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. I sincerely regret your rental experience with Dollar did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us,since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate management for immediate corrective action.

  I have issued a refund of $170.66 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: 04/17/2023

   
  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,
  
  Summer *********

• Initial Complaint

  Date:04/13/2023

  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.

  Dollar Rent a Car location ***********, ** at ******************************************************************** is a fraud. This location is not listed in your options, I had to pick the **** Box for them. I bought a package through Expedia with car rental from dollar to pick up on Dec 19, ***** at 10:59 a.m. at this above location indicating a 5 passenger suv and clearly its stated on my confirmation and representative ****** stated that they didnt have a jeep but could give me an upgrade, I said I dont want an upgrade because I dont want to be charged for it and she said no you wont be charged its also a 5 passenger than she proceeded to state that we needed vehicle insurance and I said no, we have insurance and our CC **************** card has rental car insurance automatically she then proceeded to ask for the CC and I gave her my **************** card and she swiped it and said don't worry you wont be charged please sign on the black pad I signed the black pad and went to the hotel because I had a long flight. I extended the days for the rental and than was told o was charged for the insurance and upgrade, I spoke to the representative then and he said it is typical for representative ****** to do that and laughing.The vehicle was returned at the same location on 12/31/2022 at 18:50 p.m. the workers there scream to leave vehicles and take all belongings no receipt given, it will be emailed they are rude and no explanation of anything. I went ahead and reached to Dollar and stated that I had signed an agreement and they had proof, I explained in detail that I had supporting information and they decline to resolve the issue. On Jan 18, 2023 I reached out to my CC **************** and explained the issue and they asked to provide all documentation, they stated it would be investigated and they would let me know a response on Feb 12,2023 it was settled and closed out. Dollar Rent a Car came back and sent me a bill for the insurance and vehicle upgrade charges on March 27, 2023 for the amount of ******. I called the number provided on the bill with location Dollar Rent A Car in ******, ***** and spoke to a billing representative ***** on 3/28/2023 and spoke to ******** 4/12/2023 and a supervisor ***** in 4/12/2023 and declined to help clear this bill. I stated the issue, my documentation and the resolution with the CC and they still stated that it needs to be paid out and it would be pending payment till I pay for the charges that I hold responsible. Dollar Rent a Car is not an honest place, workers lack customer service and this has happen to many at this location. They FAIL to take responsibility for the actions their employees make.

  Business Response

  Date: 04/14/2023

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

  RR- 113923585

   

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

  
  I am sorry for any inconvenience you experienced in trying to get this matter resolved. Our records show that we received a chargeback from your financial institution on March 27th, 2023, for $962.55. Based on our review the charges billed were valid no additional compensation is not warranted. 

  
  Although I empathize with your frustrations our determination remains unchanged. This is our final determination on this matter, and it will not be reconsidered

  
  Please know that we take all customer concerns seriously and ask that you understand our position as our decision remains the same.  

  Regards,
  
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19929186
  
  I am rejecting this response because the response from Dollar is invalid. There is a charge of ****** for an upgrade and car insurance. The original reservation with Expedia was for a 5 passenger SUV, my Credit ********************* holds rental vehicle Insurance. All documentation has been sent to Dollar and they have neglected to look over the proofs. They are not holding responsible for their mistake. I never agreed to an upgrade nor for insurance. Those were extras that were added without my consent and making me sign a black pad. The amount Dollar has stated as a chargeback is incorrect. I have paid out the rental for the days that were requested for. I will place again the proofs above. Dollar has a representative wanted to discount 50% of the upgrade and insurance  due to their mistake because in their system their car is placed in a different catergory of which is not my fault. I requested the 5 passenger suv and thats what I got from my initial reservation with Expedia. Your representatives are a scam and dont inform properly in that particular location *** Dollar on Airport Blvd, there are many people that have gotten scammed the same way in this location. 

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

  Business Response

  Date: 05/02/2023

  Complaint ID: ********
  ******************** RR#: 113923585

  This correspondence is being sent in response to **************************** 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Based on the attached rental contract, we show the Vehicle ******** ******************* Supplement (LIS) and Loss Damage Waiver (LDW) were accepted and signed for at the time of rent. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:04/12/2023

  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.

  4/6/2023 - I STOOD IN LINE FOR 45 MINTUES TO RENT A VEHICLE. DURING THE TRANSACTION THE MAN ASKED IF I WANTED LIABILITY INSURANCE TO WHICH I EMPHATICALLY DECLINED. A FEW MOMENTS LATER HE TOLD ME TO SIGN THE SIGNATURE PAD IN FRONT OF HIS COMPUTER. ROUGHLY 20 MINUTES LATER I RECEIVED AN EMAILED RECEIPT SHOWING A CHARGE TOTALING $104 FOR LIABILITY INSURANCE. I WAS NOW THIRTY MINUTES AWAY FROM THE AIRPORT AND ON HOLD WITH CUSTOMER SERVICE. CUSTOMER SERVICE INSTRUCTED ME TO GO TO THE NEAREST HERTZ TO RESOLVE THE MATTER. WHEN I ARRIVED AT THE NEAREST HERTZ, THEY CHECKED MY ACCOUNT. THE MAN CALLED EXPLAINED THE SITUATION TO HIS MANAGER. THE MANAGER TOLD HIM THAT I NEEDED TO GO BACK TO THE AIRPORT THEY WERE THE ONLY PEOPLE WHO COULD HELP. I ASKED IF HE COULD NOTE MY ACCOUNT AS I WAS ON VACATION AND DID NOT WANT TO WASTE A DAY DEALING WITH THIS CHARGE. HE DID AS REQUESTED.4/6/2023 - JUST TO BE SAFE I EMAILED CUSTOMER SERVICE. 4/9/23 - RESPONSE, YOU SIGNED FOR IT.4/9/2023 - I ARRIVED AT THE AIRPORT 4 HOURS EARLY TO RESOLVE THIS ISSUE. THE **** TOLD ME TO WRITE MY EMAIL ADDRESS DOWN AND SHELL CHECK TO SEE IF I SIGNED FOR THE INSURANCE. I EXPLAINED THAT SHE WOULD SEE MY SIGNATURE. HOWEVER I NEVER HAD AN OPPORTUNITY TO REVIEW THE DOCUMENTS. THE REP AND I HAD A VERBAL EXCHANGE AND I CLEARLY STATED NO NO NO I DO NOT WANT EXTRA INSURANCE. SHE SAID OK OK SOMEONE WILL CHECK. 4/11/2023 - STILL WAITING ON THE SITUATION TO BE CORRECTED. I WAS COMPLETELY SCAMMED BY THIS COMPANY. I WANT THE $104 IN LIABILITY INSURANCE CHARGES REMOVED. I DID NOT AGREE TO ADDING IT.

  Business Response

  Date: 05/02/2023

  Complaint ID: ********
  ******************** RR#: 174734976

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

  We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) on your recent rental. Our records show that these services were accepted and signed for at the time of rental.  As such, the benefits of these services were extended for the duration of your rental.  As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.

  However, upon review of your rental we can confirm the location you visited to have this optional service removed has documented your rental with the visit to their counter. As such, since you attempted to resolve the matter with a local Dollar location, we have removed this LDW charges from your invoice at this time. Rest assured, your concerns will be addressed with appropriate management for their full review and corrective action where deemed necessary. 

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In reference to a reservation made for March 4 to March 6, 2023, Voucher #D141003, confirmation number K41849751A7, made on March 1, when I got to the Dollar Car Rental counter, I was denied rental of the car, at no fault of mine. I was there on time, the reservation was already paid for and my drivers licence and papers were in order. They could not give me a valid reason. Therefore; a full refund of the payment I made $86.46 proceeds.Thank you for your prompt attention to this matter. This is the letter I wrote to Dollar Rent a Car. When they did not want to refund the money and just give me a credit, I refused. Miss F**** ****** ******************************************* was in charge of the case. Since I did not accept the credit, she closed the case and I could never get hold of her again. Why would I accept a credit instead of a refund, when they denied the rental I had made in the first place? I wrote to the Hertz headquarters and made the same complaint. They said that they had gotten in touch with the company that made the reservation and authorized the refund, but that I had to get in touch with F**** ****** to claim it. I have not been able to get in touch with her. I made my reservation through Dollar Car Rental. All my invoices have the Dollar Car Rental logo. They claim that I made it with a third Party called Miles Rental. I do not even have their phone number. They claim that F**** ****** works for them. What do I do now? Forget my refund because I can't get hold of *****? If Hertz or Dollar hires third parties to take their reservations, they are responsable for the people they hire. Please, I would appreciate it if you helped me get my refund back. I have copy of all emails and invoices, in case you need them.Thank you very much for your help.***************************

  Business Response

  Date: 04/14/2023

  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 branch was unable to secure your reservation with a rental vehicle. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation.  

  Since your reservation was booked and prepaid for through a third party broker, we are unable to assist with processing a refund of the prepayment. However, we can confirm that a representative from the third party booking source contacted our **************** team on 03/08/23 to confirm if the rental was provided or not. At this time, our representatives advised the third party agency that your reservation was not utilized and a refund is warranted. Therefore, we recommend following up with the third party booking source for the status of your refund. Unfortunately, since a rental did not take place, the funds were not collected by Dollar. 

  Customer Answer

  Date: 05/01/2023

  Please advise who this third party rental company is.

  I made my reservation directly through Dollar Car Rental.

  see attached
  

  Business Response

  Date: 05/04/2023

  Complaint ID: ********

  RR#: K41849751A7

   

  The booking was made by Dollar & Thrifty ************* and *************; Which is an authorized agent for Dollar. However, they would need to refund the prepaid amount since the rental was not used. They were advised on 03/08/23 that there was no rental used. Because they still handle their own billing they must process the refund. 

  Customer Answer

  Date: 05/07/2023

   
  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.
  Are they going to refund the money directly, or do I have to Contact them and ask for the refund? If I have to contact them for the refund, please provide me with the name of the person or business I have to contact, and their phone number and email.
  Sincerely
  
  ***************************

• Initial Complaint

  Date:04/10/2023

  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.

  Reservation # K457199310 Dates: April 8th-April 15th Location: Dollar Rent A Car ********************************************** Time : Approximately 12p-1p April 9th 2023 i had paid through a 3rd party $411 dollars had to leave a deposit of $200 dollars, my card was denied due to security reasons so i had to speak to my bank to have the issue cleared up and while doing this an employee who is hispanic said to the person checking me in not to swipe the card the second time due to policy, so she had got the manager and i had told him that i was on the phone with my bank primarily due to they had denied the first transaction because the charges were saying ************* ( I think corporation address) and not from my current location for "Dollar Rent A Car" in **....... he denies me after i pleaded with him and as i was walking out, he laughs at me with the hispanic lady.

  Business Response

  Date: 04/13/2023

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

  Confirmation # K45719931A0 

   

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

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

   

  Please accept my apologies on behalf of the ***************** that you felt the need to escalate your concerns with your recent rental experience. We consider any complaint of possible discrimination to be a very serious matter. ***** has a long-standing reputation for diversity and inclusion. We pride ourselves on a very diverse workforce; who are well positioned; with willing to cater to and varied needs of our diverse customer base. I  immediately reached out to the General manager of the *****************.

  Please rest assured, this has been addressed internally for any corrective action deemed necessary and we take all customer concerns seriously.
  

• Initial Complaint

  Date:04/07/2023

  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.

  There are more than 50 people waiting in line at this location at 1:30am with exactly one person working. This is not responsible or ethical. Businesses should not be allowed to operate with this level of disdain for their customers. I would like a full refund to use another rental company, but I still have to wait in this 3 hour line to get it. There should be protections in place to prevent this from happening.

  Business Response

  Date: 04/14/2023

  BBB CASE#: 19907843
  ***************#:  175248334
  
  This correspondence is being sent in response to a query made by **************************
  
  I sincerely apologize for the inconvenience you experienced with wait time at the *****, ** airport location.  Please be assured this has been addressed internally with the appropriate management for internal review.
  
  As a gesture of customer service, I have issued a credit in the amount of $66.61 for the final invoice billed.  This has been credited back to your credit card on your account, please allow 5-7 business days for processing.
  
  Please know we take all customer concerns seriously.  Thank you for allowing me this opportunity to address your concerns.

• Initial Complaint

  Date:04/06/2023

  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.

  On 3/5/2023 I used priceline to obtain a car rental for ****** to pick up at 11:30 pm on 3/31/2023. On 3/31/2023 at 11:30 pm they said they did not have any cars. Some said they have been waiting since 7 pm and still hadnt obtained a car. They told me that the best thing to do was to get on a waiting list for the following day. So I had to get an Uber to my hotel (since the hotel shuttle closed at midnight (about 20 dollars) with my 2 Hungry kids. The next day, I just cancelled my reservation since there were a lot of people ahead of me the day before. I then booked with ***** (sister company) for 900 dollars. My issues: 1. they overbooked, despite having a reservation almost a month ahead. 2. They did not tell me ahead of time they did not have a car so I had to get an Uber . 3. I payed 600 dollars more to the same people. I feel like we were set up to pay extra . 4. They said this is life when about 40 to 50 of us did not have a car. No, they overbooked.

  Business Response

  Date: 04/10/2023

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

   

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

  
  I understand that Dollar ******************** was unable to secure the vehicle car class you reserved on your recent rental. Although we state the car class reserved will be available, however, on rare occasions, certain situations *** arise that *** result in the vehicle not being available such as late returns, extended rentals or vehicle returned damaged. When this does occur, the location will provide the next available car class at no additional cost. Please rest assured, your comments have been forwarded to the Area Manager for an internal review and any corrective action deemed necessary.

  
  As a gesture of apology, I have issued a credit of $490.79 for the rate difference, plus taxes and fees. Please allow 5-7 business days for the funds to post to your account.

  
  I apologize for the inconvenience this has caused you and your travel plans. We thank you for bringing this matter to our attention.  Please know that we take customers' concerns seriously.

  
  Regards,

• Initial Complaint

  Date:04/04/2023

  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.

  A midsize SUV was purchased prior to my family arrive to ***************************** on March 28, 2023 at about 06:30pm. When we finally made it to the rental car garage where we would receive our parking space for our rental car which happened to be given by the manager, a while male with just about shoulder length hair. We were given a parking space to go to where our vehicle would be located, we were traveling with our son who is 6 years old and was very tired and ready for bed. We arrived at the parking space and it was a Buick encore which I know to be a small SUV. When we arrived at the gate attended who would check the paperwork I notified him that the vehicle did not appear to be the correct vehicle, the gate attendant assured that it was the correct vehicle. He attempted to scan in the vehicle several times in which he was unsuccessful. I again mention that we were supposed to have a midsize SUV and he again assured me that we obtained our correct vehicle. He then called the manager who was trying to talk him through how to change the vehicle information. Once we arrived to our hotel and had our vacation we we noticed our vehicle was not correct due to the other paper stating we were supposed to have a 2023 GMC Acadia. We dropped off our vehicle and I again mentioned to the attendant that we received the wrong vehicle. I again was told it was correct and that it was comparable to what we received. We came home, yesterday 4/2/2023 and attempted to advise through the dollar rental chat on their website, I was told since I did call immediately they could not do anything and that we should have called the dollar car rental number *************** . On their line it states they are only open 6-4 central time which was prior to when we obtained the vehicle. I again mentioned that we are only looking for the refund of the difference and was advised that they could not do anything since we did not call during the car rental and they were not open when we obtained.

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  RR#: *********

   

  Upon reviewing our records, I confirmed your name is not listed as the primary renter or as an authorized operator. Our privacy policy prohibits discussing the details of a contract with anyone other than the renter; therefore, the renter must contact us directly.

• Initial Complaint

  Date:04/03/2023

  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.

  On 1/30/23 I went on Dollars website and rented 5 full size SUVs to be picked up at noon on 4/1/23 and returned on 4/8/23received 5 confirmation emails and confirmation numbers. I called customer service numerous times to verify they would have all 5 when we arrived and the lady in *************** assured me they would be there each time. Never allowing me to speak to someone directly at the Dollar at the **********, ** airport. When myself and the 6 other drivers arrived at the airport at noon, the time I had scheduled to pick the car up, the desk clerk was like ugh we dont have any cars ready and we do not have 5 here. I asked if they were getting more and he said they would try. Mind you I made this reservation 2 months ago. An hour and 45 minutes later we got the first 3 vehicles. I waited another 2 hours and 30 minutes and at that point they were even less help and didnt know if they would get any more cars told me to call customer service. I called them again got sent to *************** again and she said she couldnt do anything only the people at the gate. So after sitting in an airport for 4 hours and getting a total run around shaft job by dollar I said can I leave and you call me. Knowing I would not get a call I also asked them to remove one of the extra divers since I now only had 3 cars and didnt need as many drivers. He told me he could not do that and I would have to wait until I returned the car. I then had had it and told them their company was incompetent and as a courtesy the fact they couldnt do that was ridiculous. I was then told to leave or the cops would be called on me. I have never in my life broken a law and because Dollar totally screwed me, my team and my entire day I was the one going to have the cops called on me. So now I have to figure out how to fit 17 ball players and 6 coaches and all of their luggage into 21 seats and add their equipment and luggage. I feel like I have been totally deceived by Dollar.

  Business Response

  Date: 04/11/2023

  BBB CASE#: 19884923
  Hertz RES#: *********************                    K38807998C8
                       K3880966924
  
  
  This correspondence is being sent in response to a query made by ************************
  
  I sincerely apologize for the inconvenience experienced with the **********, ** airport location. Our locations do their best to accommodate to the best of their abilities, however, due to fluctuations in day-to-day operations and returns it is not always possible. 
  
  As a goodwill gesture, I have issued a credit for the Additional Authorized Operator fee on reservations K3880975824, K38807998C8,and K3880966924.  All three credits of $105.84 were credited back to the credit card on each reservation account.  Please allow 5-7 business days for processing.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19884923
  
  I am rejecting this response because: I had 5 confirmation numnbers for vehicles which is a legal binding document and only received 3 of the 5 which in turn caused unneeded stress and hardship on myself and my team.  The customer service I received from the managers on that saturday (**** and *****) was absolutely ridiculous.  They strung me along for 4.5 hours full well knowing they would not have my vehicles.  I was then threatened to have the police called on me for being upset that you all breached your contracts.  I am not one looking for handouts but I believe some compensation for the stress and wasting my time is warranted.  It also caused me to have to rent vehicles  that was twice the price of what I was originally supposed to rent.  It was by a stroke of luck I was even able to find it.  Either Dollar can do better or they will be hearing from my attorney.  I am also still awaiting a phone call from the ** (***** or *******) at Dollar in ********** which I was promised when I returned our vehicles on saturday.  

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

  Business Response

  Date: 04/14/2023

  Complaint ID: 19884923
  ***************#: 172200501 & ********* & 172197491

  This correspondence is being sent in response to ************************ 

  We regret that our location being unable to secure all reservations with a vehicle caused an inconvenience to you and your travel plans. However, a reservation does not constitute a contractual agreement. Rather, a reservation indicates that our location will provide a vehicle at the date, time and location named. However, there are rare instances in which a location may be unable to secure a reservation due to vehicle availability. This is usually caused by unforeseen circumstances that are unable to be immediately overcome at the branch. Since a reservation is not a contractual agreement, we must advise that a breach of contract did not occur. While the inconvenience caused is regrettable, the credits provided on the three above-mentioned rental contracts are made as a **************** gesture due to the difficulties caused. 

  With this in mind, we must advise that further adjustments or credits are not warranted. Your concerns have been shared with appropriate management for internal review; however, we consider this matter as being fully addressed and resolved at this time.