Complaints

This profile includes complaints for Dollar Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

  3535 Ulmerton Rd Clearwater, FL 33762-4212

• 

  Dollar Car Rental

  10991 Terminal Access Rd Fort Myers, FL 33913-8223

• 

  Dollar Car Rental

  6000 Airport Cir Sarasota, FL 34243-2105

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  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:04/03/2023

  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.

  I am reaching out regarding my last experience with one of your rentals. I decided to rent a vehicle to enjoy my birthday which turned into a major safety concern and nightmare. Once I made it to my destination I was fine but then the following 2nd day the check engine light appeared while I was driving on the highway and the acceleration fluttered along with jerking of the car. I then called roadside assistance who then advised me to park it at a safe destination which was my home in which I was thirty minutes from. I was unable to drive any further due to the issue not resolving. I called roadside who then came at midnight. The towing individual at ******* towing had very little words and i assumed the matter was closed once I let Roadside know in advance and gave my key to towing. Today, I have checked my credit card to see that it was almost maxed out due to daily fees of the rental that was already reported and turned in for mechanical issues. The only explanation was that it was not closed out. Video evidence available. It has been a very big inconvenience with my trip being cut short and now being charged over $1000 for a three day rental. They are currently pending charges (according to rep ****** but it is being withdrawn each day for a vehicle that was already towed due to mechanical issues. That should not be my responsibility once vehicle returned. I have been charged about $1,444 for a rental that should have been about $418.70 (according to rep ******** for 3 days in which one day the car was experiencing issues.I am reaching out in hopes of resolving this matter as soon as possible please.

  Business Response

  Date: 04/05/2023

  Complaint ID: ********

  RR: 168437802

   

  Please accept my sincere apology for any inconvenience caused. A review of our records indicates there was a delay in closing your rental. I can confirm the rental was closed on 03/31/23 and backdated for 03/27/23. Attached is your rental receipt. Please be advised any authorization amounts that were authorized due to the delay in your rental being closed were released from our system when the rental was closed. It can take up to 7 days for the amount to show in your available balance depending on your financial institution. 

  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:03/31/2023

  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 went on their website www.dollar.com on 3/1/2023 to reserve a car rental for pickup for 3/9/2023 in ******, **. I used my *********** virtual card on their site and reserved the rental (conf # K4180485296) and paid $147.87 with an estimated remaining balance of $47.94 due at pickup. When I got to the airport, the woman said they cannot honor my online reservation because a virtual card was used and they have to be able to physically swipe the card I used to reserve it even though I showed her my *********** app that shows that the virtual card number is directly linked to the card I was physically handing her. She said she would just have to do a completely new rental and I would have to call to get a refund on the prepayment I made online. So I paid an additional $233.41 for a completely new rental using the same card that's linked to my *********** virtual card that I used for the initial reservation. I called the ************ # on my reservation later that night at 7:26pm and was told that the billing department was gone for the day and to call back the following day to their department at ************. I called back the following morning (3/10) at 8:17am and gave them my confirmation # and they pulled up my information and I was told by the person I spoke to that they issued a refund on the unused reservation and it should hit my account within **** business days. I followed up on 3/27 at 4:49pm to check on the status since it's still not showing a refund and now they're saying they cannot even locate a reservation payment using my name or that confirmation # even though they were able to pull it up before and tell me they would issue a refund for the $147.87 payment that was made online. I just want my money back, like I was promised on 3/10 when I spoke to their billing department. I've tried going through *********** to get a refund and they said I need to contact the merchant so I'm getting no where.

  Business Response

  Date: 04/04/2023

  COMPLAINT ID ********

  Thank you for contacting us.

  I apologize for inconvenience that you experienced at our Dollar location. However, I have submitted a refund request for $233.40 to be processed to the credit card on on file. 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: 04/04/2023

   
  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:03/31/2023

  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.

  My fianc and I booked a rental car for 6 days as part of a a travel package for our wedding in ******. Upon landing in ****** we arrived at the Dollar Rental Car counter and found that we had to place a $500 hold on our card just to pick up the vehicle, after being told approximate taxes and fees would be about $100. After deciding that we no longer needed the vehicle we returned the vehicle the very next day and were refunded most of that hold amount. The hold amount was inconvenient after being told it was much less, but otherwise was not a huge problem at this point after returning the vehicle.However, It's now about 6 months later and Dollar has sent us a bill for $521.22 with only a statement of "Expedia declines to pay voucher". It is absolutely astonishing that Dollar is billing us $521.22 for a rental car that we used for less than 24 hours. When attempting to resolve this over the phone the Dollar representatives have been unable to provide any further insight into the charges, only stating that Expedia declined to pay them. I am requesting immediate review of the fees and have yet to receive an explanation of why Expedia, or myself, would owe Dollar $521.22 for using their vehicle for 1 day. My rental agreement number if needed is *********.

  Business Response

  Date: 03/31/2023

  BBB Complaint: 19875879
  RR#*********
  

  This is in response to **********************
  

  We regret any misunderstanding regarding the prepaid policy. At the beginning of the rental a rental deposit hold of $500.00 is held on the card provided. Once the vehicle is returned the hold is released back into the customers account.Processing time depends on the customer financial institution.
  Expedia is a third-party booking site, it is the third partys responsibility to provide clear explanation of the rental qualification, deposits, terms, and conditions regarding the rental. Per the terms and conditions of the prepaid policy, we do not issue refunds for unused days.
  

  Per the provided Signed Rental Agreement you are responsible for the entire rental voucher as stated in the terms and conditions, we do not issue refunds for unused days and do not have access to third-party billing systems. Furthermore, our records show that Expedia declined payment of the voucher. Attached is a copy of your Signed Rental Agreement.
  

  We recommend contacting Expedia directly for further information regarding the prepaid terms and conditions.
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19875879
  
  I am rejecting this response because:

  The fact remains that neither Expedia or myself, should owe Dollar for days when the car was returned and furnished for the rental of another customer. The days that I anticipated needing the vehicle were not needed after all, and had I rented this vehicle in person I doubt I would be charged for additional days the vehicle was not in use. I also don't understand how Dollar justifies the unethical business practice of charging for these days when returning the vehicle early doesn't provide any additional work, and in fact just frees up the vehicle to be rented to someone else. I regret doing business with Dollar in the first place and won't be doing so ever again, and will be recommending the same to anyone who will listen.

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

  Business Response

  Date: 04/04/2023

  Complaint ID: ********

  RR#: 836783743

   

  Please be advised Dollar does not refund for early returns on prepaid rentals, therefore when payment wasn't received from Expedia the payment was charged to you directly. The charges are valid and no adjustment is warranted. 

• Initial Complaint

  Date:03/30/2023

  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 booked my rental though *********** travel and paid $535.50 and was sent a confirmation email stating Ill need to pay $180.94 at pick up. I arrived at OGG and my husband ******* and I check in and we were asked if we wanted additional insurance. We declined as we pay extra on our personal auto insurance for rental coverage as well. We were told to sign an electronic pad stating we waved the coverage. We were told about a refundable retainer that would come back to us after drop off and was told about no other additional fees. I asked for a receipt and was told it will be emailed to me, I never received one so at drop off I confirmed the email and asked for it to be sent again. I was told it would take ***** minutes to arrive. I still have no email received and we check our spam folders to confirm we didnt miss it.Today we checked out *********** transactions and there was a charged $530.86. I called *********** and they placed me on hold and reached out to dollar. Once on the line again they advised me that dollar charged me $300 to waive the insurance. This was NEVER discussed as I would have cancelled my rental right then and went through Turo or enterprise as those have been great companies to me. The *********** rep told me he deals with dollar car often and this happens all the time where they hide fees. I am disgusted. I feel scammed.

  Business Response

  Date: 03/30/2023

  Complaint ID: ********
  
  This is in response to ********************************
  
  ***** thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter K.
  
  Thank you.

  Customer Answer

  Date: 03/30/2023

  I have attached the only confirmation I was given which was from *********** travel. I have no emails from Dollar Car rental at all. No confirmation email or invoices. 
  

  Its was under my husband *******************************. Pickup 3/17/23

  Drop off 3/24/2023

   

  Thank you for your quick reply. 

  Business Response

  Date: 03/31/2023

  Complaint ID ********

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

  I apologize for the misunderstanding that took place at our Dollar location. However, since you booked and prepaid through a third party would have to reach out them or the location for an adjustment.

  Kind regards

  Customer Answer

  Date: 04/03/2023

   
  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:03/29/2023

  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.

  Confirmation K43513080B2 Rental record ********* I booked a medium suv. Received a medium suv. But was charged 155 more than the original reservation. Called and was told that the original reservation was for a small suv even though the email confirmation says Vehicle Type: SUV Mid-size - Jeep Compass or SimilarCalled customer service and they were rude and told me I booked a small suv, they would not transfer me to a supervisor. She kept insisting I was wrong even when I offered to forward them their own email.Hopefully the credit card dispute will be easier than their customer service

  Business Response

  Date: 03/31/2023

  Complaint ID: 19866648
  ***************#: 170113440

  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 charges billed for your current rental. Our records show your booking was originally made under confirmation K43513080B2 for rental from 03/28/23 - 04/03/23 in ******, **. This reservation was prepaid in the amount of $277.66. However, we show on 03/28/23 at 16:58h the reservation was cancelled and rebooked under confirmation K43513080B2 for the same dates and base rate of $277.66/per week plus applicable taxes and fees. During the booking, we show a Class Q4 - Midsize SUV **** Escape or similar, was reserved and based on your rental contract, a vehicle upgrade to a Class L - AWD Standard SUV was accepted and signed for. We show a 2023 **** Edge was provided at the branch which is considered an upgrade from the reserved class. 

  However, we show at this time, your rental is still currently taking place. We are unable to make an adjustment on an open rental contract. We recommend speaking to the Manager on Duty at your time of return on 04/03/23 to inquire about a possible discounted upgrade fee if available. 

• Initial Complaint

  Date:03/28/2023

  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 2/20/23, I reserved a car using Expedia. The total cost was $160.72. $107.94 was collected at checkout leaving me with a balance of $52.78 to be paid at the car rental counter. Per Expedia, this included all taxes and mandatory fees. At the counter, I was asked if I wanted the damage waiver and premium roadside service. I verbally declined both. Then, I was asked to sign a pin pad confirming my decline in these services, however, I was unable to see exactly what I was signing as the pin pad did not display. Upon returning the car, I received my statement from Dollar and noticed I had been overcharged. In addition to already paying $107.94, I was charged an additional $278.51 which included the damage waiver and roadside service that I declined at pick up. I have contacted Dollar customer service multiple times with no resolution. On 3/10/23, I went to the location and was told I would be contacted by a manager. As of 3/28/23, I still have not been contacted. I have only been told by customer service that the local branch declined my request. I should have only paid the remaining $52.78 plus $65.93 for fuel and service. I am requesting a refund of $159.85 for the damage waiver, roadside assistance, and duplicate fees already included in my Expedia purchase.

  Business Response

  Date: 04/14/2023

  BBB CASE#: 19863479
  Hertz RES#: ********************************* correspondence is being sent in response to a query made by ************************************
  
  I apologize for any misunderstanding there may have been regarding the additional added coverages.  After further review of your Signed Rental Agreement,I can confirm that you did accept and sign for the additional added services at the counter. When the Loss Damage Waiver is accepted and agreed to per your rental contract, the charge is valid, in addition, the rental agreement outlines each estimated charge and if it is a daily fee.
  
  However, as a onetime gesture of customer service, I have issued a credit in the amount of $170.90 back to the card on your account. 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.

• Initial Complaint

  Date:03/27/2023

  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 rented a vehicle through Dollar on 3/16 at the ******************** Airport. When I picked up the vehicle on the 16th, the representative was relatively unhelpful and did not walk through any of the charges with me. I had previously booked the car through a third party, AAA, and realized that the actual expenses would be higher. One charge I approved was the underage charge because I'm 24. She asked if I wanted a loss damage waiver, which I declined because I had already purchased insurance through AAA and my regular insurance covers rental cars as well. I was asked to sign on the electronic pad, without being shown what the total charges were or any agreement. The rest of the rental process was straightforward, we took the car for 4 days and there were no issues with the drop off process. However, I noticed on our receipt that I was charged for the loss damage waiver, a charge that I had not approved. There were additional charges that had been added with no explanation, as well as a toll fee waiver that we did not anticipate. I stopped at the desk at the airport after returning the car and they informed me I needed to call customer service. Through several phone calls and emails they told me they could not help me, that since I signed off on the charges they were valid. I tried to explain that I was not shown the charges for which I was signing for, nor was I shown the rental car agreement which I apparently had also signed for without being shown it, simply through a signature on an electronic pin pad. This is incredibly deceitful and unprofessional on the part of the business, not only to mislead customers when signing off on a vehicle but then refusing to assist when the issue is brought to the attention of customer service. I did not approve a loss damage waiver, and I would like a refund for this since I did not approve it and did not need it.

  Business Response

  Date: 03/29/2023

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

  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 contacted our **************** team regarding this matter and a refund was processed in the amount of $105.29 on 03/26/23. Attached is a copy of your amended invoice. This credit was processed as a gesture of customer service as the charges billed were valid based on your signed rental contract. As such, this matter is considered fully resolved. 

  Customer Answer

  Date: 03/29/2023

   
  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,
  
  Alexa Wing

• Initial Complaint

  Date:03/27/2023

  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.

  RE: Paid in Full Car Rental (12/21 28/ 2022)On December 21, 2022, I NEVER picked up my vehicle; after waiting online over 1 1/2 hours (9:30pm to 11:15pm) with 50+ people ahead of me due to massive airport delays and cancellations, and ONLY one (1) Dollar Checkout employee to handle this mayhem; was utterly unacceptable?? I contacted Dollar Car Rental, requested to cancel my PAID vehicle; of which did occur without ANY fees or charges. At the request of Dollar Rental Car, who told me to contact Car ******* (unbeknownst to me that they are Dollar's 3rd Party Vendor) immediately, requesting a refund. I eventually paid for an Uber that cost me $125. I was in ******* to celebrate my Grandmothers 98th birthday.I was immediately told before I can share my story with Car Trawler, that they dont do refunds & that I called too late to cancel.Over the next few days that followed (12/22, 23, & 24), Dollar Car Rental and I did a conference calls with Car Trawler representatives; as they reiterated again that they canceled my car reservation without incurring ANY fees, and to please process my refund request; that went ignored.How am I responsible, that Budget Rental Car 3rd Party Vendor has the right to keep my money: when this should be between them. How does Dollar Rental Car and Car Trawlers are not held accountable or take ANY responsibility in this horrific, daunting, and unethical matter. Please take into consideration, that this was not intentional; nor did I cancel my reservation because I just didnt want the car. I paid for the car with the intent to pick up my paid in full vehicle.This has caused me undue stress; lack of sleep because Dollar Rental Car keeps passing the buck that they have nothing to do with this matter as Car Trawler has to issue me the refund; of which they refuse too. I paid Dollar Rental Car, which has falsely misled me that I allegedly paid Car Trawler their 3rd Party Vendor.Please do the right thing Dollar and make this right.

  Business Response

  Date: 04/04/2023

  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 regarding your Dollar prepaid reservation in *******. Upon reviewing your reservation details, we can confirm the prepayment was made through a third party company, **********. Unfortunately, as this is a third party billing company, we are unable to access their billing information in order to process a refund. Therefore, we must advise you to reach out to them directly for assistance with the processing of any refunds due. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19850071
  
  I am rejecting this response because: Dollar Car Rental mislead me into thinking that I was paying Dollar Car Rental for their vehicle; and NOT their 3rd party vendor. I have been VERY unsuccessful at communicating with Car Trawler countless times. Dollar also made 3 conference calls (Dec 21, 22, & 23) with me to Car Trawler; yet they refuse to honor Dollar's request. PLEASE TELL ME WHY I'M AT FAULT HERE; in dealing with DOLLAR 3rd Party Vendor to recoup my hard earn money in the amount of $293 (** Dollars) from a ** vendor that have NO REGARD for consumers in *****************. I NEVER PICKED UP THE **** and Dollar cancelled my vehicle without any fees. Dollar you have TRULY mislead consumers, in dealing with your 3rd party vendor: Car Trawler who are scammers, unethical and lack any decorum for ANY Consumers. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/06/2023

  This is responding to claim number 19850071.

   

  Thank you for reaching out to us. The receipt is a Budget reservation. If you rented from Dollar please provide us with  reservation number starting with a J, H or K , rental agreement number. 

   

  Regards

  Business Response

  Date: 04/10/2023

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

   

  Dear *****************************,
  
  Thank you for reaching out to Hertz/Dollar/Thrifty. I appreciate you allowing me the opportunity to review and address your concerns.
  
  Regrettably, the information you are providing us is for Budget Rent-A-Car.  Please provide a Rental Agreement, Reservation number starting with ****, or H, and the city and state of pickup. Once this reservation is received, I will review your concerns and provide you with a response as quickly as possible.
  
  Regards,

  Business Response

  Date: 04/18/2023

  Complaint ID: ********
  ******************** Res#: **************************** you for responding to our previous correspondence.
  
  Dollar or any of the ************************ are no longer in direct partnership with Cart ************** *************** with Car Trawler ended about 3 years ago, there for this is considered to be a third-party booking site.Dollar does not receive payment from third-party booking sights until the rental contract is closed in our billing system.  Therefore, since this vehicle was not picked up,we did not receive payment.  All refunds would need to come directly from Car Trawler as we do not have access to their billing system.
  
  While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.

• Initial Complaint

  Date:03/24/2023

  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 rented a car from Dollar and when I called to get the receipt I was told the rental had not been closed out yet. I then received an email from someone at the location claiming I never returned the car. I've tried to call multiple times but the location won't call me back and still hasn't closed out the rental or given me any information. I just want them to locate the car (it's probably on their lot) and charge the amount agreed upon

  Business Response

  Date: 03/27/2023

  BBB Case: ********
  Rental No: *********
  
  This is a response to ***************************
  
  I apologize for the inconveniences caused by the delay in your contracts closure. I have received confirmation you were able to work with the local team who contacted you and voided your contract. You should not receive any charges for this rental as such.
  
  Thank you for contacting us.
  
  
  ****************
  Executive Customer Service
  *************

• Initial Complaint

  Date:03/21/2023

  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.

  Transaction took place 3/7/2023, rate was implied to be $288 was authorized as $488 as a $200 hold was necessary for rental, I knew there was a young renters fee and had assumed that had been included in charges on my account, I then called to extend a day and they authorized my card another $78 to cover the FULL AMOUNT OF RENTAL , it wasnt until DROP OFF of vehicle that the merchant charged an additional $400 to my card afterwards for a young renters fee. As this was never made aware to me and had kept being assured through the entire rental that my total had everything included, this to me shows it was a HIDDEN FEE at the end. Again, I am understanding of a young renters fee but these need to be transparent at beginning of transaction& not at check out AFTER the service was done with. This is illegal& I refuse to pay something they were not transparent about from the beginning. Per document you can see credit card authorization that were said to be authorizing the full amount for reservation and the second picture shows the full amount after check out

  Business Response

  Date: 03/22/2023

  Complaint ID: ********
  RR#: 158643774
  
  
  This is in response to ********************************
  
  
  Thank you for allowing me the opportunity to address your concerns. We regret any misunderstanding regarding the Young ******* Fee. The promotion to waive costs associated with this fee ended as of April 13, 2021. In an effort to continue serving our young renters with getting on the road we have introduced a new lower rate to serve our Young ******* less than 25. The Young ******* Fee is billed at $19.00 per day,therefore these charges cannot be billed until the conclusion of the rental,and once the contract has been closed.
  
  I have adjusted the amount charged to $247.00 to reflect $19.00 per day for 13 days. Please allow 5-7 business days to receive your refund of $143.00. While I am sorry this is frustrating to you, we do proudly offer this experience at the most affordable rate in the industry.
  
  
  Thank you for contacting us.