Business Profile

Auto Rentals and Leasing

Dollar Car Rental

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

1,698 total complaints in the last 3 years.
493 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.

Initial Complaint
Date:03/03/2023
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.
SVD Rent A Car in ******** ** has fraudulently attempted to extort my finances with inflated and incorrect charges. This issue is in retaliation of my escalating the matter with ***** Corporate leadership. Case # ******** through Revaldo ID # ****. Upon renting the vehicle on 9/21/2022 from ******** ** to ************* Driving on I-95 northbound the vehicle cut off, forcing me to pull into the emergency lane. The vehicle would not start for about 20 mins. Eventually the vehicle started. I immediately upon leaving hotel on 9/22/2022 I went to **************************** and traded the car in. I turned that vehicle in to SVD before the allotted time on contract 9/23/2022. The following 9 days SVD made false allegations that I had not turned the vehicle in and it would be reported stolen. I contact corporate offices of Hertz and the problem has gone away with no issue. On 3/2/2023 I received an email from the unscrupulous SVD Dollar Rent A Car demanding that I pay double fees and a ticket they claim is mine. The ticket that was received on the original rental car is not mine. Per the time of the ticket, I was already in the swapped car from ******. You will see these charges of double billing and the false fraudulent accusations of a violation. This seems to be a common practice by SVD Rent A Car as to the lack of integrity and attempting to defraud consumers. I am asking for this to ***** and Desist. I am requesting all of my money returned to me and an apology for the continued harassment in an effort to defraud and extort my money from me. Please advise next steps toward resolution and recovery.Thank you *************************
Business Response
Date: 03/21/2023
Complaint ID: ********
RR#: U60754282

So that we may investigate this matter in full, please provide the rental information for the exchange rental you received from *****************. This information should include the rental agreement/record number or vehicle license plate number and state of issuance.
Customer Answer
Date: 03/27/2023
See attached
Business Response
Date: 04/19/2023
Complaint ID: 19529489
***************#: U60754282
This correspondence is being sent in response to **************************
We apologize for any confusion caused; however, the form provided by our team at ****** has been reviewed by our General Manager at the ****** location and they have advised that the form is a Vehicle Exchange Form which would have been filled out at the branch and forwarded to the location to have it transferred in the system. Based on this form as well as our records, we have been unable to confirm a rental under your name was taken from our ****** branch as an exchange. Since your initial rental started at a licensee location, if you exchanged the vehicle at our corporately owned location at ******, your contract number would have changed. Based on this information, we are requesting the full 9-digit rental record number provided by our team at ******.
Customer Answer
Date: 04/19/2023

Complaint: 19529489

I am rejecting this response because:
It has nothing to do with the issue. The issue is a $200 traffic ticket that is being associated with the original rental trade for faulty operating vehicle. The issue issue the fraudulent over charging if final close out ticket.
There was no question as to the car trade in at ******.
I have 5 witnesses who rode with me in the traded vehicle over the course of a 10 hour period in DC.

Sincerely,

*************************
Business Response
Date: 04/20/2023
This is a response to complain # ********

RR-U60754282

Thank you for reaching out to us. I apologize for the delay in response. Please provide a copy of the violation notice. Upon receipt, I will review and respond to you.

Regards,
Initial Complaint
Date:03/02/2023
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 picked up a rental from ATL on February 24th (that took several hours to get) and returned it Feb 26th. I am getting calls every day now stating the car was not returned. I have called customer service 6 times now. Every time I am told we will submit a reqyest to the location. No one is doing anything about this. There is no way to contact the location directly. I now have several hours into this calling and getting no where. Someone needs to help. This is just assinine that this can happen.
Business Response
Date: 03/06/2023
Complaint ID: ********
RR#: 153016511

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

I apologize for the inconvenience that this matter has caused you. After further review, I can confirm that this contract was closed on time, on 02/26/2023. With a total amount of $57.83.

Thank you for contacting us.
Initial Complaint
Date:03/02/2023
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 a rental car from 2/18/23 to 2/24/23 out of the ************************************ location online and had declined insurance. Confirmation # K32009667B8. The cashier gave options of standard, basic, platinum or gold, I mentioned whatever we booked online which was none. She put us down for standard and had me sign. I feel it was a deceptive business practice as decline coverage was not an option presented, (which we had already declined while making the reservation online). We realized our mistake shortly after and returned to the location which we were told after 1/2 hour we were not allowed to make changes to the contract, which I'm still not sure is true or not. I called customer service that day and the gentlemen said we could either do a new contract or refund the insurance cost after we returned the vehicle. I chose to call back when we returned the vehicle. Another mistake by us and deception by *****/Dollar customer service as I was told they will not refund it when I called back on 2/28, as I was told they would by the customer service representative. Case # ********. I would consider using them again if this can be made right.
Business Response
Date: 03/06/2023
Complaint ID: ********
RR#: 150164534

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

I apologize for the inconvenience that this matter has caused you. After further review, I can confirm that an adjustment for $374.76, was applied to your account 3/3/23 due to this matter. On average it takes 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/06/2023

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. I respect this business for doing what was right.

Sincerely,

*********************
Initial Complaint
Date:03/01/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a rental car from Hertz rental car for pickup at ******* ***** airport on February 13, 2023. Once I got there, they tried to run a credit check for no reason when I pay for the car online at the time of reservation. I never got the car however they charged my card $248.50 when I asked the lady at the counter to cancel the swipe she had just done she refused. I had to wait until it showed up in my bank account on February 15, 2023 at which time I called hertz rental car and requested a refund. I was told it would be 7 to 10 days here. We are on February 28 past the 7 to 10 business days I called again today February 28 to find out what was the status of my refund and I was told that they need until next week to refund my money, I would like my money back in my account within the next 24 to 48 hours since we are way past their seven to 10 days. The confirmation number for this entire transaction is K4013947339
Business Response
Date: 03/06/2023
Complaint ID: ********
RR#: 00797399

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

I apologize for the inconvenience that this matter has caused you. Please be advised that a refund in the amount of $248.50 has been processed, please allow 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/10/2023

Complaint: 19511208

I am rejecting this response because:

Sincerely,

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

the money was refunded in my account on 3/4 and removed by ***** again on 3/9. That money is owed to me and I want my refund and at this point I want money for distress due to my bills falling behind due to this money being taken back out of my account
Business Response
Date: 03/15/2023
Complaint ID: ********
RR#: 00797399

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

I apologize for the inconvenience that this matter has caused you. Please be advised that a refund for $248.50 has been reissued, please allow up to 7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/15/2023

Complaint: 19511208

I am rejecting this response because: I also want a monetary compensation for causing one of my bills to be late on payment because of this issue, so not only do I want the amount they took for my account refunded but to be compensated for the cause of my bill being late because the funds they took from my account that was not theirs to take and having me wait almost a month to hear my phone ring for over a month to have the funds refunded to my account.

Sincerely,

*************************
Initial Complaint
Date:02/27/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a car reservation February 16, 2023 with Dollar Car Rental and prepaid $89.52, which was charged to my credit card on the same day. Upon arriving to pick up the rental car under the reservation on February 25, 2023, I was informed they had no cars available and would not have any for at least more than four hours. Apparently, this is happening frequently in the *************** location. I was told if I didn't want to wait, I could cancel the reservation without penalty and would receive a refund. However, the desk clerk could not process the refund. I was told to call Dollar to process the refund. When I called Dollar on Saturday, February 25, to process the refund, I was then told to call back on Monday, February 27 during normal business hours since only the billing department could initiate the refund. After finally reaching the billing department on February 27, I was told their policy is to process the refund after 10 business days. This is theft. If they can process the reservation charge on my credit card the day that I make the reservation, then they can process the refund in a timely manner. They broke the contract and could not provide a service that was paid for. There is no reason to steal my money for another 12 days, including the weekend when the billing department isn't open for business. They are using this scam to float their funds and earn interest on my money, which is a further theft of my funds.
Business Response
Date: 03/06/2023
Complaint ID: ********
Res#: K4051146549

Please accept my sincere apology that there was no vehicle available when you arrived at our ******* location. I have reviewed our records and show a refund for the prepaid amount of $89.52 was completed on 03/03/23. The refund should post to your account any day now if it hasn't already. Again, I apologize for any inconvenience caused.
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:02/24/2023
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.
Rented vehicle 11.16.22 from Dollar at **********************. $500 deposit charged to debit card..returned vehicle 11.22.23 proper gas, no damage..receipt said deposit refunded in 10 business days. Contacted my bank on 12.15.23 still didn't see deposit. Was told to reach out to dollar to see when they returned it. Spoke w male rep who said deposit returned to debit cars on 11 ***** around 4 pm..contacted bank to let them know. Bank investigation said no money returned..contacted dollar, female rep adv money returned but couldn't say when exactly but said it was and to call my bank. My account is now overdrawn over 100. Bank investigation again said no money returned..called dollar again and they emailed receipts. As of 2.***** I still don't have my money back.
Business Response
Date: 03/02/2023
BBB Case 19490801
RA No: 989665482

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

I apologize for the difficulties you have encountered while trying to receive your deposit back. Our records show you were billed from November 16th, 2022,through November 22nd, 2022 in the amount of $0.00. All authorization holds were released on November 22nd, 2022. Please reach out to us at ************ n and reference case number ******** so that we can provide an authorization code to release the deposit. Dollar is not responsible for the release of any authorization holds. This falls to your financial institution. Please keep in mind the release of authorization holds will not show as a credit because these amounts were not billed.

Thank you for contacting us.
Initial Complaint
Date:02/23/2023
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.
Absolutely horrible experience with Dollar rentals. After arriving into SMF, I took the bus over to the car rental area. I then stood in line for approximately 1 HOUR. This was with 7 people in front of me. I was able to chat with a nice young lady who told me about her poor experience with Dollar on her last trip. She was only using them again because she received a voucher from them. When I finally was next in line and talked to the attendant, I was informed that they had no vehicle for me. This was despite me making a reservation. And being 1 hour late to that reservation after waiting in their line. What is the point of making a reservation if there will be no vehicle reserved???? They said just keep waiting and a car will eventually show up. I told them that I will be late for an appointment at the Air Force Base because I am a military member and we can't just decide to not fulfill our obligations (like Dollar Rentals...) but that obviously fell on deaf ears as well.There were plenty of vehicles on the lot, however. This did not make much sense to me, as I had reserved the "Managers Special" which guarantees that class of car OR BETTER. Apparently the OR BETTER clause in that contract actually means "we can give you any size car as long as you pay more." Ridiculous. I tried to have the attendants grab the manager, but apparently the manager who is the only one who can override their upgrade fees was too busy "parking *********** that didn't sound like a lie at all...After arguing with them for another 30 minutes, I finally just gave up and paid to upgrade. It was clear that there would be no help from any employee at Dollar. It is clear now that Dollar has built in to their business plan to make life as difficult as possible for the customer to extract as much money as possible. AVOID AT ALL COSTS!
Business Response
Date: 03/01/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates your reservation was scheduled for 02/03/23 at 2:30 PM. I apologize a vehicle was not available upon your arrival. In the interest of customer service I have issued a refund for the upgrade in the amount of $53.88 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:02/23/2023
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 February 17th, we picked up a rental car from Dollar Car Rental at the ***************** in **************. We had reserved the car with confirmation number H************* The quoted price was: Price Breakdown Base Fare$119.34 ****************** Total$174.85 We were ultimately charged $447.41. There were two specific areas where we were misled: 1. we were charged $22 per day above the quoted price but were told it would be $22 in place of the amount we were quoted. We said we declined all additional coverage and were charged $139.96 for them.
Business Response
Date: 03/01/2023
Complaint ID: ********
RR#: 149475152

I apologize for any misunderstanding regarding your charges. A review of our records indicates you prepaid for a four day rental. At the rental counter you accepted the additional options which included an upgrade fee for an upgrade to a mid-size SUV from the compact car you originally reserved. You also accepted Loss Damage Waiver (LDW) and Premium ************************** (PERS) and additional driver. Based on your signed rental agreement, we respectfully decline your request for an adjustment.
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: 03/01/2023

Complaint: 19451689

I am rejecting this response because: My husband and I were actively misled and defrauded by the Dollar Car Rental employee. We told him we did not want any insurance coverage and he pointed to the option that supposedly reflected that and then charged us roughly $35 a day. The same for the upgrade. Either the employee did not understand due to a language barrier or, more likely, this is a pattern of dishonest behavior on the part of Dollar.
We want a refund of the amounts we were charged for the insurance coverage and the upgrade.

Sincerely,

***************************
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: 149475152

Although you were correctly charged in accordance to your signed rental agreement, in the interest of customer service I have issued a refund for 50% of the upgrade, LDW, and PERS. The refund is $170.08 and will post to your account within 7 business days.
Initial Complaint
Date:02/23/2023
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.
A driver from ****** hit my car while it was parked and he speaks very little english.. I switched info with him and he stated to go thru the rental company to get my car fixed. I have filed a complaint on line and I have not heard back from them. I do not have a phone number where I can speak to a person to get this resolved.
Business Response
Date: 02/28/2023
Complaint ID: ********

Thank you for contacting us. Your information has been forwarded to our ****************** They will contact you directly to assist.
Initial Complaint
Date:02/22/2023
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.
We rented a 2019 Jeep Compass from Dollar Rent a Car (ra#*********) picked up on 10/11/22 from Dollar counter at the ********* Airport.The below is documented in case #**********:On the morning of 10/15 the screen on the dashboard showed that an oil change was required, and "stop/start is unavailable." The car was bucking and was unable to accelerate above 20 mph. We called Dollar roadside assistance and with their approval, decided to have the car towed ******************* on 10/16.The car was towed back to ********* and we were reimbursed for our car service from **********, **.**** at the Dollar counter took our receipt and our rental contract to his manager and assured us that we would not have to pay for the rental, and that I should call the customer service number (but on Monday, because no one is there on Sunday).After days of calling customer service I was told they needed to contact the Dollar counter in ********* about reversing the charges for the rental, and it would take 3-5 days to hear back. He was not allowed to cc me on the email so I asked for a direct number to the counter, which he gave me ************, but that goes straight to a voicemail which is full, and still does.American Express has credited me for the $499.06 rental fee, but now I am getting bills from Dollar. The first time I called about the bill I was told they would escalate the case and I would hear back. I did not hear back, but did receive another bill. Yesterday I learned that ***** corporate emailed the ********* Dollar location but someone there did not approve cancelling the charge. They also told me there is no way for me to reach a human at the location except the non-working phone number, or an email they are not allowed to share with me. They said they were going to email the manager there on my behalf, I am not hopeful. I would like to take care of this and have much email correspondence to back up this claim. I do not want them sending this to collections.
Business Response
Date: 02/23/2023
Complaint ID: ********
RR#: 963311860

I apologize for any misunderstanding. A review of our records indicates there was not an agreement to refund the rental charges, and only an agreement to refund the taxi costs you incurred. The refund for the taxi was completed November 2022. The balance of $499.06 is valid as it's due to the chargeback you initiated with your financial institution.

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Dollar Car Rental is NOT a BBB Accredited Business.