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Business Profile

Auto Rentals and Leasing

Dollar Car Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

  • Customer Complaint:
    Dollar Car Rental requests and BBB recommends that if you have any complaints or concerns, please contact Dollar's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

    The customer experience information and complaint history provided in this BBB Business Profile reflects Dollar Car Rental's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Dollar and its locations throughout the world.

Complaints

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

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.

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    Customer Complaints Summary

    • 1,694 total complaints in the last 3 years.
    • 490 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 purchased a pre-paid car rental on Tmobile Travel, with a 5pm check-in time, for a full size vehicle. I needed the vehicle for a roadtrip. When I arrived at the location a 5pm, no one was at the counter- I asked staff members of the airport if anyone was working the counter- they advised that they close at 5pm. The fact that they offer reservations online, outside business hours is of concern and creates confusion! My prepaid amount was a nonrefundable booking too! How distasteful and unprofessional. I contacted ******** travels since I booked with them and they promised a refund resolution within 48 hours....its been over 48 hours and still no refund. I want my money back- its not my fault that the business was closed at the time of my reservation- I made the assumption the business would be open since that time was granted to me to reserve a car!

      Business Response

      Date: 03/22/2023

      Complaint ID: ********

      Res#: K43331403D6

       

      Thank you for contacting us. We appreciate the opportunity to assist. Please accept my sincere apology for any inconvenience experienced. Please be advised because the rental was prepaid through a third party the refund must be processed by them. 

      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: 03/23/2023

       
      Complaint: 19622588

      I am rejecting this response because:

      Sincerely,

      *********************

    • Initial Complaint

      Date:03/20/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 a rental car through Dollar for the dates of 1/20/23 - 1/23/23, Confirmation Number: K37436784F7. I booked an SUV because I need 4WD/AWD. The quote I received online when I booked was $237.However when I picked up the car, they informed me that it did not have 4WD/AWD and that I would need to upgrade to get a car that had 4WD. The new price was $550, which was more than double. We were leaving on our trip the same day and unfortunately I didn't have time to find another rental car.I reached out to Dollar and they offered me a voucher for their services. When I asked for the cash value of the voucher ($100), they never replied.This situation played out like a bait and switch, where they quoted me one price online but when I showed up, the costed was more than double what they had quoted **** would like them to honor their original price and refund me the difference.You will see on the uploaded receipt there is a credit for my initial online payment ($156.24) plus an additional $392.37, total $548.61. The original quote I received on 1/18/23 was for $237.

      Business Response

      Date: 03/21/2023

      Complaint ID: ********

      RR#: 126672954

       

      Thank you for contacting us. I apologize for any misunderstanding regarding your rental charges. A review of our records indicates you reserved a B4 which is a 2WD compact SUV. Because you requested an AWD/4WD at the rental counter you had to pay an upgrade fee. After reviewing your charges I have confirmed the daily rate was incorrect, therefore I issued a refund of $109.08 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

      Customer Answer

      Date: 03/24/2023

       
      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.

      Sincerely,

      *********************

    • Initial Complaint

      Date:03/20/2023

      Type:Billing Issues
      Status:
      Answered
      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 9/27/22, I booked a rental car via Booking.com with Dollar Rent-A-Car. My credit card was charged for $314.92 (page 2, Chase Statement Ending 10.13.22). I returned the car on 10/10 at which time my card was charged for $327.98 (page 3, Chase Statement Ending 10.13.22). A month later, I realized I was charged twice and was not refunded. I called Dollar Rent a Car and the agent assured me that the amount would be refunded but that it takes about 3 weeks. I then saw on my next statement that the $327.98 was credited back to my credit card (page 2, Chase Statement Ending 11.13.22).I received no communication after that until December of 2022 when I was sent an invoice marked "urgent" stating that I owe $327.98 to Dollar Rent A Car. I called Dollar who then informed me that the amount was written off and that it was sent to a collection agency - ********** Systems. They informed me that it appears that my final receipt (attached) also showed additional charges of $266.26 to which I never agreed. This amount and receipt did not even match the rental charges listed for the $327.98 charged to my card. I explained to the agent that I was not asked about consenting to these additional charges and that one of them included a fuel charge when I returned the car with a full tank. When I picked up the car, I was just asked to sign an electronic keypad and was not shown a list of charges and extras to review before signing. This is fraudulent behavior on the part of the company. I filed a formal complaint with Dollar about this. The agent I spoke to also informed me that they had an incorrect email for me on my account which is why I was not getting their communications. This company is a mess and consumers are being punished because of their incompetence. I have a formal dispute in process with the debt collector and collection is on hold for a month now with no response from Dollar.

      Business Response

      Date: 03/30/2023

      BBB CASE#: 19618089
      ***************#: 961382236


      This correspondence is being sent in response to a query made by ************************

      I sincerely apologize for any misunderstanding regarding the final invoice billed on your recent *************, ** rental. After my thorough investigation, I can confirm your prepaid reservation booked via booking.com was for $280.28, and there was an authorization hold of $328.00 which was released on 02/09/2023 and there final invoice was then billed for $327.98.  Please note that the authorization hold will not appear as a credit within your financial account rather just fall off as this was only a pending transaction.  The final invoiced amount was for the $266.26 total estimated charges shown on your Signed Rental Agreement as shown in your attachment, as well as a fuel fee of $52.84 the remaining taxes and fees.  Per the terms and conditions of your signed rental agreement the charges are valid.

      Your account is now with *********************** you may contact them directly at ************* for payment.

      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.
      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:03/16/2023

      Type:Product Issues
      Status:
      Answered
      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 prepaid for a rental car through the Cheaptickets website. The rental car was total $188. I paid $126 online. Once I arrived at the Dollar Car Rental pickup I was told I was only being charged the remaining which was $66. Plus a 200 dollar hold fee. I was charged 371. Including the hold fee and upon drop off I was only refunded $200. I have tried to speak with many people about this matter, but Dollar car rental REFUSE to hear my complaint and refund me the appropriate amount. I am very disappointed in Dollar Car Rental. They are refusing to respond to any calls or emails.

      Business Response

      Date: 03/17/2023

      BBB Case ********
      RA No: *********

      This is a response to ***********************

      I apologize for the confusion regarding the added charges on your rental. Your prepayment was only able to cover the 3-day rental base rate. The $170.71 was charged after your return for the Loss Damage Waiver (LDW), plus taxes, fees,and surcharges. I have attached your Signed Rental Agreement for your review.

      Thank you for contacting us.

      Customer Answer

      Date: 03/20/2023


      Complaint: ********

      I am rejecting this response because:

      The Car total was suppose to be $188. By the receipts I was clearly charged more. Please show me proof there was some sort of damages to the vehicle. The gas tank was also back full. I am owed a refund. 

      Sincerely,

      ***********************

      Business Response

      Date: 03/22/2023

      Complaint ID: ********

      RR#: *********

       

      The Loss Damage Waiver (LDW) is the optional insurance you accepted at the rental counter. This caused your additional charge from Dollar to increase to $170.71 as indicated on the signed rental agreement that was previously attached. 

    • Initial Complaint

      Date:03/15/2023

      Type:Billing Issues
      Status:
      Resolved
      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 2/27/23 at the *************** (through 3/1/23). At the time I picked up the vehicle on the 27th, I was assisted with a representative who was not very friendly and lacked the willingness to help customers at her counter. We went through the normal process of securing a vehicle/providing my license etc.. She asked if I wanted the loss damage waiver which I declined. I declined this for 2 reasons 1) my company credit card already covers this and 2) it is the company credit card and I do not have the flexibility to add additional insurance charges. She asked me to sign the electronic pad that I was declining coverage. Everything from there was normal regarding the rental car process. Pick up and drop off was the standard process. When I went into my account to reconcile my expenses from the trip, I noticed an additional charge. I called the **************** support center and spoke to an individual who was not able to assist me in removing that charge. He told me I had signed for this coverage and there wasnt anything they could do. I asked to speak with a supervisor which he was unable to get for me. My number was taken, and I was told they would be reaching out to me right away. I have yet to hear from anyone 15 days later. I then reached out to the email address provided on the BBB webpage. After 4 days, someone responded and told me they reviewed the charges and they appear accurate. Validity of the charge is not the concern. Deceptive business practice is. Telling someone they are signing to waive coverage only to find out after the fact that I was signing for the coverage is NOT ok. I am simply seeking a refund on the Damage Loss Waiver.

      Business Response

      Date: 03/16/2023

      Complaint ID: ********

      RR#: *********

       

      Please accept my apology for any misunderstanding regarding the acceptance of *** on your rental. A review of our records indicates our **************** team issued a refund for the *** in the amount of $103.64. 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: 03/21/2023

       
      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:03/15/2023

      Type:Product Issues
      Status:
      Answered
      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 and paid for a large SUV last week to celebrate my 30th bday. After 2-3 hours in the lobby, I still did NOT receive the SUV and the team at the Treasure Island Hotel in Las Vegas left abruptly with customers waiting in the lobby. Such a horrible experience. Not to mention, they even confirmed that there would be a large SUV when I called the day before. They ended up putting me in a smaller SUV that was filthy. I will attach photos. They also told me that once I arrived to my destination (zip code *****), could be transferred to the Large SUV that he originally paid for with no hassle or additional fees, allowing me to drop off in Las Vegas with no extra costs. That never happened because that location did not have a large SUV in stock. Once I returned the vehicle, during the normal business hours this week, the location was closed so I couldn't even request a full refund or complain. I felt like I was robbed during this entire experience. I've placed several complaints with both Dollar and Hertz, but have not heard anything. I would like a full refund and would like this business to be reported as defective.

      Business Response

      Date: 03/21/2023

      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.

      I sincerely apologize for the inconvenience experienced with your recent *********, ** rental. We must respectfully decline your request for a full refund due to you having full use of the vehicle for the full reserved time and being driven 750 miles. However, I have issued a credit in the amount of $290.47 for 2 days of rent, 2 days of the Loss Damage Waiver and fuel fee, and applicable taxes.  This credit was processed back to the credit 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:03/13/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      March 12/23 Dollar Car I just experienced the worst customer service of my life with an employee named ****** at the ******* Intl Airport location.When I arrived, I was served by an employee named ****** who was working in the ***** *****. He told me he serviced Dollar rentals as well.When I gave him my information, he laughed and said "Well, you're either going to love me or hate me for this." when I asked what he was talking about, he said that he was giving me an electric car which was a big upgrade from the compact or similar that I booked.He then told me that I'd need to pay additional insurance of $35/day USD totalling an extra $251.21 USD. I told him that I didn't want an electric vehicle. That I didn't have anywhere to charge it where I'd be going. He told me that was the car I was getting and it was basically too bad.I told him that I wanted a compact or similar like it stated on my booked. He said he'd give me a compact but for a compact I'd need to pay an upgrade charge. I asked ****** if I could speak to a manager. He said no and that no one was available to assist me. Having no other options and no one to speak to, I told him I'd take the compact since I couldn't use the electric vehicle. When I asked again for his managers information, ****** became increasingly aggressive towards me and raised his voice. All of this transpiring in front of my two exhausted children.I approached ******'s colleague and asked him to give me the manager's contact information. ****** told him not to give it to me. Again he began raising his voice at me and told me to either take the keys or leave. The "upgraded" vehicle was in fact a 2021 ***** Civic. The Dollar website does it state that there are electric vehicles for rental. The ******** electric vehicle that he was trying to force me to take would have been a Hertz rental as Dollar specifically does not rent ********s. I would like this situation rectified immediately with a full refund.

      Business Response

      Date: 03/16/2023

      Complaint ID: ********

      RR#: *********

       

      Thank you for contacting us. A review of our records indicates you contacted our ************ team and they agreed to remove the upgrade charge from your rental agreement. Please be assured this matter was addressed with the appropriate management for corrective action. 

    • Initial Complaint

      Date:03/13/2023

      Type:Billing Issues
      Status:
      Answered
      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 9 Feb 23, I had rented a vehicle from Dollar at Orlando International Airport (MCO). The booking was prior made via **** for the amount of USD 451.82. At the counter, the guy offered me Ford Expedition as part of the fleet of available vehicles when retrieving my booking (Reference no *********). At no point in time did I sign any agreement, contract for additional charges pertaining to any form of an upgrade. Even as I exited the car collection carpark, at the exit gantry, no staff mentioned to me or informed me of any upgrade charges even as they examined my contract. To my horror, in the latest bill sent to me, I am slapped with USD 600 as an "upgrade fee" I demand DOLLAR RENT A CAR refund this USD 600 to me immediately as it is tantamount to cheating me.

      Business Response

      Date: 03/16/2023

      Complaint ID: ********

      RR#: *********

       

      Thank you for contacting us. A review of our records indicates our **************** issued a refund for the upgrade in the amount of $639.00 on 03/13/23. It can take up to 7 business days for the refund to post to your account. Please accept my sincere apology for any inconvenience caused. 

    • Initial Complaint

      Date:03/10/2023

      Type:Product Issues
      Status:
      Answered
      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 at ***************************** from Feb 5 to Feb 16. As I was driving on a major hwy in freezing rain several of the lights came on on the dash and the car chugged to a halt leaving me stranded in a construction zone blocking traffic. This was very unsafe but I was stuck. I called the 800 number for Dollar and after waiting on hold for several minutes I finally reached a representative. While we were on the phone a tow truck pulled up. The representative directed me to have the car towed. Now Dollar ( after several emails ) will not reimburse the $282.50 for the towing. They have every excuse possible. Not enough information to support compensation, I did not pay extra for roadside assistance etc etc.It was THEIR rep that directed me to tow their vehicle.I cannot reach anyone other than email correspondence and have requested a supervisor/manage contact me to no avail.I find it shocking quite frankly. I know I am but one person however I expect to be reimbursed and will make every effort to not use Dollar again.

      Business Response

      Date: 03/24/2023

      Complaint ID: ********

      RR#: *********

       

      I apologize for the difficulties you have experienced while trying to resolve this matter. Upon reviewing the report from our Roadside Assistance it says you stated there may be water in the tank as the vehicle stalled. Please provide the tow receipt and we will review with the rental location to verify what the mechanic found as that will determine if reimbursement is warranted. 

       

       

       

    • Initial Complaint

      Date:03/09/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 February 26th, 2023, I went to the Reno airport to pick up my reservation for a Jeep Compass rental vehicle. I waited in line for almost an hour, because I was sent to the Hertz counter due to the dollar counter being abandoned. When I got to the counter they told me I would not be receiving a Jeep Compass but rather a Toyota Corolla because they no longer had the Jeep available. I specifically reserved a Jeep because there was an oncoming blizzard that day, and a Corolla would not be sufficient. They went on to tell me that a Corolla is similar in size to a Compass which is why they could give me that vehicle due to their rental agreements. A Corolla front wheel drive is nowhere near a similar vehicle to a Jeep Compass when driving in a blizzard. Furthermore, I was told we could not put chains on any of their vehicles, so I was forced to rent a 4wd ford edge at an extra $80 per day charge for my 6 day rental. I was originally quoted at a rate of $490.73 for the 6 days, but after this upgrade charge I ended up paying $790.56 when I finally dropped off the vehicle on 3/3/23. This company does poor business and should be responsible for paying me these extra charges.

      Business Response

      Date: 03/21/2023

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

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

      Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. 

      Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff. With the above in mind, a refund for the upgrade has been applied to the card used on this rental. Though processed today, please allow up to 5-7 business days for the credit to post to your account. 

      Customer Answer

      Date: 03/21/2023


      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,

      ******* Rising

    Dollar Car Rental is NOT a BBB Accredited Business.

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