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

1,699 total complaints in the last 3 years.
492 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:02/20/2023
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 rented a vehicle from Dollar Car Rental (via Hotwire.com) at the airport in *********, **. The vehicle was full when I left. I drove the vehicle directly to *******, ******* for my stay, then returned in at the **********, ******* airport. When I returned the vehicle it was full, so full in fact that I couldnt fit another click of gas from the pump. I made sure that I did this because I was advised that they would charge me $10 a gallon for an entire tank upon returning if I didnt. When I left the vehicle with the attendant, I pointed out the fuel level to be sure that it was noted. As I boarded the plane back to ***** a charge came through on my phone for $90.53 for gas; exactly **** gallons - when it was returned with more gas than it had when I left *********. When I called, they told me that I had to turn in the receipt for the gas to void the charge for gas. Not one person told me this prior when we discussed the $10 per gallon charge if I didnt return the car full. They didnt even bother to apologize and refused to refund my money. I offered to provide my credit card statement as proof of the $29.13 gas purchase, but it wasnt acceptable for them.
Business Response
Date: 03/09/2023
Complaint ID: ********
RR#: 146061532

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

I apologize for the inconvenience that this matter has caused you. After review of your inquiry, I have processed a refund for your fuel charge for $102.53.Please allow 5-7 business days for funds to post.

Thank you for contacting us.
Initial Complaint
Date:02/19/2023
Type:Sales and Advertising 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.
In November 2022 I had rented a car from Dollar Car Rental. On arrival at ***************************** I proceeded to the car rental area. My daughter was the named driver although I had made the booking in my name and paid for said booking. We were exhausted following a day of travelling. The agent advised us to purchase indemnity insurance just in case. The next day I received an email detailing that what I was actually sold was extra roadside insurance. I sent a return email saying this was a mistake and was assured that this would be dealt with when I returned the car. The car was dangerous with faulty brakes. The agent at the counter for Dollar Car Rental intentionally lied to me and stole my money as I asked and was told this was indemnity insurance I had purchased and was important to do this. A lot of other people are saying that this is common theft by the counter agents. Why is Dollar Car Rental allowed to do this? I have asked this company for the email address for the *** of Dollar Car Rental and they refuse to give this information. What can I do?
Business Response
Date: 02/20/2023
Complaint ID: ********
RR#: 985524514

Please accept my sincere apology for the billing dispute related to the optional insurance accepted on the signed rental agreement. A review of our records indicates our **************** team issued a refund for the full amount as a gesture of goodwill. It is never acceptable for a customer to be charged for items that they decline which is why the charges are listed on the signed rental agreement. This allows us to determine what the customer agreed to. Your comments were shared with the appropriate management for review to prevent recurrence.
Customer Answer
Date: 02/20/2023

Complaint: 19429697

I am rejecting this response because:
Dollar car rental continue to lie. Dollar car rental still owes me 50 dollars as the 50 dollars I received was not part of the refund of false charges but was for the terrible dangerous car I received. So. Dollar car rental still owes me 50 dollars. Why dollar car rental does not agree with this beggars belief. I have constantly asked for my complaint to be forwarded to the *** of dollar car rental only to be ignored. Why does dollar car rental continue to get away with their thieving behaviour? Why is nothing done about this company?

Yours faithfully

*************************
Business Response
Date: 02/28/2023
Complaint ID: ********
RR#: 985524514

A review of our records indicates the refund provided by our **************** team was due to your dispute of the charge for Premium ************************** (PERS). Our records indicate the vehicle was kept for the full rental period of 14 days and no calls were made to our **************** advising of issues during the duration of your rental. We respectfully decline your request for an adjustment and consider this matter fully addressed.
Customer Answer
Date: 02/28/2023

Complaint: 19429697

I am rejecting this response because:

The response from Dollar Car Rental is absurd. This company lied to me at ***************************** about what was being sold to me. This is disgusting behaviour which appears to be accepted by the *** of this company. The agents are liars and thieves and nothing at all appears to be done about this thieving practice. I had money stolen from me through lies from the agent. I am still owed 50 US dollars from this disgusting company. The car was dangerous and should never have been leased out to customers. BBB must get lots of complains about Dollar Car Rental and I wonder why nothing is done about the thieving practice by this company.
why does this company still get away with their thieving practice? They should be ashamed of themselves. I still want my 50 UD dollars back.

Sincerely,

*************************
Initial Complaint
Date:02/19/2023
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.
They make me wait for a car for 3 hours after charging my credit card. On Saturday, February 18, 2023. They did not tell me about the long wait for the car for me to make a conscious decision. They were rude and non-apologetic. Worst service Ive received from a Car Rental company.Dollar Express Renter Rewards ********** Confirmation #: K4021733272 Pick-up Location: ************************************************************* International A/p ************ Date/Time: Saturday, February 18, 2023 @ 8:30 AM Vehicle Type: ********* ****** Versa Note or Similar
Business Response
Date: 02/20/2023
Complaint ID: ********
RR# 150126572

Please accept my sincere apology for the wait you encountered upon your arrival. Please rest assured we will address this matter with the appropriate management to prevent recurrence. As a gesture of our apology I have adjusted one day ($31.99) on your rental charges.
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: 02/24/2023

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:02/19/2023
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 was charged $35 on the invoice under a category labeled "damage at return". There was no damage to the car I was driving except pre-existing. I only had the car for about a day and a half and drove about 100 miles to attend my fathers funeral. When I was leaving the airport, I mentioned to the attendant about some door dings and scratches, and he assured me that they were noted in the system, the minivan I was driving if I recall correctly had over ****** miles on it. The car was used to get from the airport to my hotel in ******** ******* and the next day used to attend my father's funeral and *******************.I consider this a scam. Nothing was said to me when I brought back the car and just happened to notice on the invoice that was emailed to me. I consider these very bad and sleazy business practices, and I want a refund of the $35
Business Response
Date: 02/20/2023
Complaint ID: ********
RR#: 148513702

Thank you for contacting us. We have reviewed our records and noted the rental location stated the vehicle was returned with windshield damage. In the interest of customer service I have issued a refund of $35.00 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: 02/20/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of a refund is satisfactory to me even though I disagree and deny that i did any damage to the windshield

Sincerely,

*****************************
Initial Complaint
Date:02/18/2023
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.
I booked car reservation through this company. I confirmed at 3pm the day of my travels that my car would be available and they assured me that it would be there when I landed in ************, ** international airport at 11pm. When I arrived the employee working the front desk informed me that there are no cars available. I was not able to get a taxi to my destination and now I am stranded at an airport with my child sleeping on the floor. The irritating thing is that I am able to go on their website and book a car for 6 am this morning however I know for a fact that there are no cars available. They are mis-informing their customers, this has to be illegal. Please make these people pay somehow we spend all this money on travel and ensuring that our economy is one of the best in the world and these big business companies walk all over us and treat us however they feel knowing that there will be no penalties for their actions Thank you *************************** ************
Business Response
Date: 02/21/2023
Complaint ID: ********
Res#: K40339372F4

Thank you for contacting us. I sincerely apologize for the inconvenience experienced when we were unable to provide a vehicle for your confirmed reservation. 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. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected and/or unforeseen situations arise, and the resulting shortages cannot be overcome immediately.
I am very sorry for any inconvenience this may have caused and can assure you this will be addressed with the local management for corrective action.
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:02/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a rental car from Dollar Car Rental in *******, ** from January *****. My confirmation number is K38220180E7. I paid the daily rate before I got there (total of $129.60 plus a separate amount of $33 for insurance) and my receipt said I only owe $50 when I arrive to pick up the car. The trip finished and I dropped off the car full of gas with no issues. Once the $413 hold on my card went away I noticed they still charged me an additional $213 for things like "PREMIUM EMERGENCY ROADSIDE SERVICE," "CONCESSION FEE RECOVERY" (?), and $100 of it was "DAMAGE WAIVER (CDW/LDW)." None of this was explained to me and I was not given an option not to sign. I feel taken advantage of. I have called twice but the customer service reps said since I signed the paper there was nothing they could do.
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#: 140734230

Thank you for allowing us to review this matter and respond. I apologize for any misunderstanding regarding your charges. A review of our records indicates per your attached signed rental agreement (***) you signed and accepted to the optional items of Loss Damage Waiver (LDW) and Premium ************************** (PERS). We rely on the *** to verify your acceptance and understanding of your charges. Based on this information we decline to refund these charges.
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:02/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a care for Dollar LAX. I prepaid $150.00 when the reservation was made and told the balance of about $70.00 would be paid when I picked up the car. That's fine. The reservation was from 02/09/2023 to 02/13/2023. I have returned the car and now on this invoice it shows I was made to purchase additional insurance I didnt ask for and my $500.00 deposit was added in to cover outside washing...what is that? Total for the economy car was $732.39...that's crazy. I have tried to contact Dollar and have had no luck getting anyone to listen or care. I speak english and the persone who rented the car to me the first night could barley speak it. I am an open and loving person to all, but she has cost me a small fortune for a car that smelled of pot! I will never use Dollar Rental Car again.
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#: 146087034

Thank you for allowing us to review and respond. Please accept my apology for any misunderstanding regarding your charges. A review of our records indicates you spoke with our **************** team on 02/18/23, they agreed to refund the cleaning fee of $500.00. It can take up to 7 business days for the refund to post to your account.
The remaining charges are for taxes and fees not included in your prepaid amount, and the optional Loss Damage Waiver (LDW) and Premium ************************** (PERS) accepted on your signed rental agreement (SRA) at the inception of your rental. Based on your signed rental agreement we decline your request for a refund of these charges.
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:02/17/2023
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.
See attachment
Business Response
Date: 02/28/2023
Complaint ID: ********
RR#: 913042815

Thank you for allowing us to review and respond. I apologize for any misunderstanding regarding the accepted optional items. Because we are unable to substantiate a verbal conversation we rely on the signed rental agreement (see attached) to verify your acceptance and understanding of your charges.
In regards to the additional driver fee, as the customer you must inform the representative that you will not be driving due to a disability and the person you're adding to the rental will be the only driver.
Based on the above information we respectfully decline your request to remove the balance from collection as we have determined you were correctly charged.
Initial Complaint
Date:02/16/2023
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.
This dispute involves the company representative not explaining insurance options at time of rental. The dates in question are a rental of a Jeep Wrangler in Maui (******) from Jan. 13 to Jan. 19, 2023.The Rental agreement number was: ********* and the amount I'm disputing is $329.96.My wife and I went on our honeymoon and booked everything (including car rentals) through a travel agency.The cost of this rental was $722.25 according to our travel agent's documentation.Before leaving, our travel agent told us to verify with our auto insurance company that they would cover a rental vehicle, which they did. The gentleman at the rental counter had me sign for the rental pick up, but never explained any of the pricing to me. He just "shuffled me along". I honestly didn't realize I was signing for insurance coverage. Whatever numbers I saw on the paperwork, I believed to be part of the total (the $722.25). I paid for something that was not needed, and feel I was taken advantage of. I tried resolving the issue directly with Dollar, to no avail. I have also disputed the amount ($329.96) with my credit card company, which is currently under review by them.
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 124128686

Thank you for contacting us. Please accept my sincere apology for any misunderstanding regarding the optional charges accepted on your signed rental agreement (SRA). Your SRA indicates you accepted and agreed to the Loss Damage Waiver (LDW) and ******************* Supplement (LIS). In the event of an accident Dollar would have accepted responsibility based on your SRA. Based on this information we respectfully decline your request for a refund.
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: 02/16/2023

Complaint: 19414404

I am rejecting this response because:

I feel I was mis-led into accepting the insurance due to the reasons I have already stated.
I would be willing to meet halfway and accept a 50% refund to close this matter.
Sincerely,

*******************************
Business Response
Date: 02/17/2023
Complaint ID: ********
RR#: 124128686

While all is in order, in the interest of customer service we agree to refund 50% of the *** and LIS. The refund is $153.85 and will post to your account within 7 business days.
Thank you again for allowing us to assist.
Customer Answer
Date: 02/17/2023

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,

*******************************
Initial Complaint
Date:02/15/2023
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 reserved a car with dollar rent a car via expedia. i went to pick up the car at the ********, ** airport at 4:30 on Feb. 8th at 4:30 pm. They refused ********** the car and would not refund the money put down $140!!!Reservation number is #K3962378025. Expedia attempted to get the refund that was rightfully due to me and the management at dollar **************** refused. See email from Expedia:Hello *******,Thank you for contacting Expedia.Unfortunately, after multiple tries, we werent able to obtain an approval from the property manager to waive the cancellation fee. As much as we wanted to fulfill your request, please note that Expedia is subject to the rules and restrictions of our vendors and we do not have the authority to change or override their policies. We know that the resolution provided is different from what you have expected. Our apologies will not suffice what had transpired to your trip. However, please know that our operations team will continue to do our best to improve our customer service procedures so incident like this will not happen in the future. Again, were sorry that a refund wasnt possible. If you have any other questions, please feel free to reach out to us. Thank you for choosing Expedia.Sincerely,*********************** Expedia Customer Support Team
Business Response
Date: 02/21/2023
Complaint ID: ********
Res ID# ***********

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

I am sorry for any inconvenience you have encountered, the referenced reservation was prepaid to *******,not Hertz. ***** will not bill ******* or the customer for the unused/cancelled reservation. Because this reservation was booked through *******, we are unable to help refund this reservation, you will have to contact the 3rd party for any assistance in obtaining a refund.

Thank you for contacting us.
Customer Answer
Date: 02/23/2023

Complaint: 19407558

I am rejecting this response because:
Expedia claims dollar has not issued a refund to them.
"Hello *******,

Sorry for the inconveniences.

We wanted to follow up after our last conversation, where you asked us to refund your booking and reach out to the rental to see if refund was possible.

We've attempted to contact Dollar Rent A Car to request a refund request for your itinerary 72486818856033.

Unfortunately, after multiple tries, we weren't able to obtain an approval from the rental manager to waive the refund. This means the current rules and restrictions for your booking apply and a refund can't be granted.

We're really sorry about this; we always try to contact suppliers and advocate for our travelers in these situations. Rentals often have strict policies around refunds, and there's nothing more we can do in this case.

Again, we're sorry that a refund wasn't possible. If you have any other questions, please feel free to reach out to us.

Regards,
****** s,
delbsehgsal
Expedia Customer Support Team"
Please expedite my refund from Dollar.
Sincerely,

***************************
Business Response
Date: 02/27/2023
Complaint ID: ********
Res#: K3962378025

I have reviewed our records and can confirm Expedia contacted us on 02/24/23 to which they were notified the same day (02/24/23) that you did not rent and we would not bill for the unused reservation. Please be advised it is up to Expedia to refund you based on their terms and conditions.
Customer Answer
Date: 03/10/2023

I want to keep my claim open as I have not received a refund from Dollar rent a car nor Expedia. Dollar has the funds that need to be refunded.

Make sure this gets reflected in the communication trail. I could not open a new communication.

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Dollar Car Rental is NOT a BBB Accredited Business.