Business Profile

Auto Rentals and Leasing

Dollar Car Rental

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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.
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:02/01/2023
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.
We rented a car from Dollar rental through Priceline. The agent asked if I wanted to pre-pay for gas **** gallon empty or any gas level and they would reimburse for the gas. We pre-paid the gas ****** about **** gallons. We picked up the rental at Dollar at ************ 1/18 and returned the car on time on 1/25/23 with more than 1/2 tank of fuel. We were told upon return again that we would be credited for fuel on our charges. We waited several days and nothing was credited. I emailed and texted them several times and a week later I got a email stating I misunderstood them and they dont credit for remaining fuel. I had multiple emails regarding this asking for a manager to help with this. I called corporate and they just apologized and did nothing. There is nothing in the contract that says they dont credit you and it says bring back at any level on my statement. These are deceptive practices, no one likes to be lied to.I want my credit for 60% fuel remaining.
Business Response
Date: 02/02/2023
Complaint ID: ********
RR#: 126210851

Thank you for contacting us. We appreciate the opportunity to assist. Please accept my apology for any inconvenience you have encountered while trying to get this matter resolve. I have adjusted the fuel charge to 3/8 tank. The refund is $69.29. 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:01/31/2023
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.
Follow up to complaint filed by my mom (#********) relating to a car we rented with Dollar, rental record *********. The price quoted in writing was $259.58 for the week. When I picked up the car, their person there said everything was INCLUDED IN THE RENTAL PRICE, but this was a false statement, because the charge on our credit card was more than $800!! They added ADDITIONAL charges which I did not agree to pay for. I authorized ONLY items which were included in the price. I did not know that they FALSELY represented that everything was INCLUDED in the rental price previously quoted until we saw the charge on the credit care.. They added roadside assistance which we do NOT need because we have AAA, some other additional insurance. My mom talked to 4 people who said they were "supervisors" and they agreed to remove the charges, but they were not removed. Dollar replied to my mom's complaint stating that I had contact them and they provided this number: ************ (it's in your records). It's a FAKE number and goes to an ad for medical supplies, NOT Dollar!! They are a scam operation full of fraud and misrepresentations. They told my mom I had to go in person but I'm not going back to talk to those liars. I called the number they provided IN WRITING and it's FAKE. They shouldn't be allowed to do business with the public. How funny is it that all of those "supervisors" discussed this situation in detail with my mom, but now someone tells you (BBB) that they can't discuss with her. Duh, they ALREADY DID!! (She showed me her list of names and numbers of the 4 "supervisors" who agreed to remove the charges fraudulently added.) So how are they now saying they "couldn't discuss" with her???And then they provided a FAKE number that I am supposed to call!! This company is complete scammers!!!ALL of the additional charges must be REMOVED. I will pay only the price quoted in writing on the original reservation. They should compensate for the trouble caused by their lies!!
Business Response
Date: 02/02/2023
Complaint ID: ********
******************** RR#: 126195370
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 frustration caused; however, it is corporate policy that we are unable to discuss a customers rental or billing with a third party. Rest assured, this will be reviewed with the previous agents your mother spoke to and take corrective action where deemed necessary. We also regret any confusion caused regarding the phone number provided to you, our ************************** team can be reached at ************ between 0700-1900h CST Monday - Friday.
At this time, I am showing your rental contract is an open contract. Therefore, no final charges have been billed at this time. If your rental is still taking place, please visit the nearest Dollar location to have any billing concerns addressed. If you have returned the vehicle at this time, please confirm the date in which it was returned.
Customer Answer
Date: 02/07/2023

Complaint: 18957298

I am rejecting this response because: it is the opposite of what Dollar promised. When I returned the car, I tried to discuss with the person at the counter, (AS DOLLAR TOLD ME TO DO) but they would not help. I DID NOT sign anything authorizing final inflated charges, but you billed them anyway. I then contacted Dollar at the new number you provided (after you gave me a FAKE NUMBER), also as YOU DIRECTED ME TO DO, and they said they couldn't remove the additional charges, even though a Dollar representative told ME THAT THEY WOULD REMOVE THE CHARGES WHEN I RETURNED THE *** (in addition to the FOUR SUPERVISORS who assured my mom that the charges were bing removed by the Dollar location at the airport). What kind of scam operation are you running, anyway??????? I will not pay for items which were falsely represented as being INCLUDED in the price. Moreover, when the rental was extended by me over the phone, it DID NOT INCLUDE THESE ADDITIONAL ITEMS, yet you have fraudulently included the items and charged for them. You should compensate me for all of the time I've spent listening to all of your false representations, as well as refund my money for the inflated and falsely assessed charges.

Sincerely,

*************************
Business Response
Date: 02/09/2023
Complaint ID: ********
Dollar RR#: 126195370

I apologize for any misunderstanding regarding the optional insurances. You had the benefit of the insurance for the duration of your rental. You also kept the vehicle an additional 9 days. We rely on your signed rental agreement to verify your acceptance and understanding of your charges. Based on this information we respectfully decline your request for a refund.

Customer Answer
Date: 02/11/2023

Complaint: 18957298

I am rejecting this response because: Dollar said to confirm cancellation of the additional charges at the time I returned the vehicle. When I attempted to do so, the counter person refused to acknowledge that the additional charges had been CANCELLED by my mom and me on Friday January 20th.
I don't know what kind of fraudulent scheme Dollar is running, but they should not be allowed to do any business with the pubic.
FOUR SUPERVISORS who were acting in their capacity as AGENTS of Dollar confirmed that the additional charges (which were fraudulently misrepresented as being "included in the price" at the time the car was picked up) on the telephone with us. I have their names. Dollar cannot now say that its representatives did not confirm cancellation of the charges. This is basic agency law. Dollar is bound by the actions of its agents when the agents are acting in their capacity as employees of Dollar. The FOUR SUPERVISORS confirmed that the additional services had been CANCELLED, period.
Furthermore, the rental was extended by my mom and me twice via telephone, and BOTH times it was extended the representative confirmed that the extension DID NOT contain any of the additional services.
This company is running some kind of scam. I will not pay for services which were CANCELLED.

Sincerely,

*************************
Initial Complaint
Date:01/31/2023
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.
Had a car booking on 1/27/23. And returned on 1/30/23. Took over an hour to get the pre booked car, and customer service was poor, was also charged for their car insurance which I specifically rejected as I always do as my own car insurance covers me. When I called customer service to resolve this the answer was an unhelpful corporate policy failure and unresolved. I am not arguing any other charges only the insurance which I specifically refused at the check in.
Business Response
Date: 01/31/2023
Complaint ID: ********
RR#: 140161022
This is in response to *******************
Our records show our **************** team has already processed a refund in the amount of $120.99. The refund was issued today 1/31/2023. The refund will post back to the account billed within seven business day.
Thank you for contacting us.
Customer Answer
Date: 01/31/2023

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:01/30/2023
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.
Hi,I had a very unpleasant experience with regard to securing my rental. I prepaid for my car through Priceline using Dollar Car Rental as my choice rental company. I arrived with my unsecured **** card and got turned away. This caused me serious issues since I needed the vehicle to go out of town. Can someone please reach out to me regarding this? Priceline is not at fault, they tried to help me but there was nothing they could do.
Business Response
Date: 02/02/2023
BBB Case 18945731
Res No: K3830530371

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

Im sorry for the issues youve experienced when trying to pick up your rental. Please be advised in order to rent with a debit card you must provide two forms of ID, make a $500 deposit, and in most cases provide a return flight ticket that coincides with the rental return date. If you have not received a refund for this unhonored reservation please be advised you will need to reach out to Priceline for further assistance.

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

Better Business Bureau: I received a refund thanks so much. I just wish they would have accepted my card.

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:01/30/2023
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.
Dollar/Hertz billing me for a rental waiver that I declined. They claim I accepted it but I declined. Called them to dispute this but they refuse to do so. Have found examples of similar complaints in the past. Rental agreement number is *********
Business Response
Date: 01/30/2023
BBB Case 18944803
RA No: 103653631

This is a response to Abbie ************* reviewing your rental contract, I confirmed that charge was listed and signed for at the time of rent as documented on your Signed Rental Agreement (SRA). As such, the charges are valid and no adjustment is warranted. I have provided your SRA for your review. While I understand this is not the outcome for which you had hoped, we stand by the final charges billed.

Thank you for contacting us.
Initial Complaint
Date:01/27/2023
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.
On 08/04/2022 I rented a vehicle from Dollar Car rental through Priceline. Upon picking the car up from ***********************************************************************************; I was told to pick out a car that I wanted. The truck that I picked out because it wasnt a lot to pick from had damages. Right away I went to the agent who said dont worry if you want to keep the car the person at the checkout will make noted of it. Around that time my family member who was with me had found the copy of the previous renter copy of damages that was reported to Dollar inside of the glove compartment. I took a picture and as we were leaving we showed the check out agent and he to said dont worry as you can see the damages have been reported and filed. He looked at damages with me; which was the back bumper and a dent on the door. As clearly it showed on the copy I provided as evidence. Here it is around December of ************************************************************************************* for damages to the bumper. I provided the same evidence to them and its still being reviewed. As you can see on the evidence I uploaded that the previous renters agreement number is *********. My rental agreement number is *********. You can also see the agent information on the uploaded document. Nothing could be made up. I would like this to be resolved because I almost feel like they are trying to double charge for damages because it shows on their report that agent marked that the rear of the car was damaged. I do not want to be charged or blamed for someone else negligent.
Business Response
Date: 02/02/2023
Complaint ID: ********
RR#: 810718134

Thank you for bringing this matter to our attention. I have reviewed this with our Claims team and they have advised they have closed the claim and will no longer pursue. Please rest assured we will address with the management team in ******* to prevent recurrence.
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: 02/02/2023

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:01/24/2023
Type:Order 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.
Res# *********** On 12/12/22, I rented a car through Priceline for 12/25-1/2. The pre-paid agreement confirmed the total was $488.77 (pre-paid charge of $341.77), including daily coverage ($99 in collision damage through ************************** The remaining balance listed was $147 due to Dollar at pickup. I showed up on time to pick up the car and there was no available inventory. I waited for hours until a car was returned for my use, which was the beginning of a complicated and disappointing rental experience. Arriving at the counter, the desk attendant was apologetic and hurriedly moved through the process with me. She confirmed my reservation and pre-pay, and the only additional charge I authorized was for a pre-paid gas refill at $50.53. She asked me to sign the keypad to authorize this charge only. After returning the vehicle, I was charged another $755.20. Believing this was an honest mistake, possibly the result of a rushed desk attendant, I called Dollar and spoke to 4 representatives regarding the charge, all of whom declared there was nothing they could do as my signature was attached to the bottom of a contract authorizing these charges. I asked for a copy of the contract and received it via email; this was the first time I had ever seen this contract and its clauses; a contract was never presented to me onsite in any form. My signature was used in an unauthorized manner and attached to clauses I did not authorize, which is not only disappointing but illegal. I regularly rent vehicles throughout the year (through a myriad of rental companies - including a smoother previous experience with Dollar, as well as Zipcar and Turo) and have never had such a negative rental experience in my life. Upon further research, *** noticed that I am one of many who have dealt with these exact same issues with Dollar. I am seeking compensation for the inappropriate overcharges to my card, and hope that others can be cautioned against renting with this company.
Business Response
Date: 01/31/2023
BBB Complaint: 18891031
RR#*********
This is in response to ***********************,
Representatives at the counter are unable to evaluate coverage therefore is the responsibility of the rental to accept or decline any optional services offered at the time of pickup. By signing the agreement, you are accepting the terms and conditions of the rental.
After a review of the Signed Rental Agreement confirms you accepted the Loss Damage Waive, ************************* and prepaid fuel at the time of pickup. Attached is a copy of your Signed Rental Agreement for your records.
With the above in mind the charges are correct. However, as a one-time goodwill gesture,I have issued a credit for the Loss Damage Waiver and ************************ at $443.32 to the credit card on file. Please allow 5-7 business days for processing.
Thank you for contacting us.
Initial Complaint
Date:01/24/2023
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.
As a (previously) loyal Dollar Express customer for nearly 20 years, I had been used to receiving better treatment.It started in December 16, 2022 when I made the reservation (at prices about double what we're used to here), I wanted to use some of my points to offset the cost. After a long wait I got an ESL representative who after a long time found that the codes he needed to enter were going to change after Jan 1, and he couldn't do it. He told me to call after Jan 1 so I marked my calendar and followed through. Again after a sizeable wait and getting a novice, poor English-speaker, I was told 500 points were redeemed to lower my total from $284.50 to $190.11.Arriving Jan. 20, 2023 at *************************************, THERE IS NO LONGER A DOLLAR EXPRESS service here. To top it off, you must wait in a line with Hertz and Thrifty renters in the carbon monoxide-filled garage with no seating available. On a Friday at 1:42PM we entered the line. We started speaking to one of the only two agents available (out of only 3 stations) at 2:56PM!!!As you may have guessed my rental amount did not reflect the use of rewards points. The agent could do NOTHING about it at the counter, and I was told to call the 800# to get help. I called before returning the vehicle, always waiting through the voice prompts, and was told there was nothing he could do until the vehicle was returned and paid for. You sensing a theme of non-responsibility?On Jan. 24, I called the Dollar "business office", got another non-English speaker and was told that as long as the rewards points were not correctly applied in the beginning, there was NOTHING they could do. I asked "isn't there some way to credit my credit card for the difference without using points?", he again repeated there was NOTHING they could do.
Business Response
Date: 02/07/2023
Complaint ID: ********
RR#: 127109651

Thank you for contacting us. We appreciate the opportunity to assist. I apologize for any misunderstanding regarding using your Dollar Express points. Our records don't show points were utilized on the reservation. We are happy to review the call, please provide your telephone number you called from and the date you called so that we may review further.
Please also note there is a currently a chargeback on the account for $94.39 which exceeds the daily rate of $75.63 that the points would have been used for.
Customer Answer
Date: 02/07/2023

Complaint: 18890607

I am rejecting this response because: I have responded to Dollar Car Rental's response with the information they need to research further. See attached.

Sincerely,

*******************************
Business Response
Date: 02/09/2023
Complaint ID: ********
RR#: 127109651

Thank you for providing the requested information. We have confirmed you were quoted $190.11, therefore I have zeroed out the balance owed of $94.39. I apologize for any inconvenience you experienced.
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:01/24/2023
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.
Writing this email because I was unable to retrieve my vehicle from the valet station at the hotel I was staying at and have not received any reimbursement or refund from Dollar, as I was originally instructed/promised. Hampton Inn (378 ********************************** utilize a 3rd party valet service who had my keys locked in their kiosk with no access to the keys and property until after 6:00AM. However, my flight was scheduled to depart from the airport at 5:05AM.The hotel staff was unable to assist with key retrieval as they use a 3rd party Valet Service.I attempted to contact Dollar to discuss my situation and receive assistance, but because it was before standard business hours, I was unable to speak to anyone over the phone. I promptly reached out to the ******* ***************** for resolution, and they dispatched officers within 5 minutes who arrived on scene. Incident # (****) Officer **************************** **** They were unsuccessful in retrieving my rental car keys, and subsequentially provided me with a curtesy ride to the airport for my return flight. After returning home from my business trip, I immediately followed up with ***************** Dollar Rental Car, and ************* for retrieval and safe return of vehicle back into Dollar Rental Car's care. Dollar/***** had finally agreed to retrieve the vehicle and schedule a tow service after 6 hours and numerous escalations over the phone. Agent assisting over the phone with retrieval told me that my credit card on file would be charged for the retrieval, but after payment posting, I could file a claim waiver with ****************** for a reimbursement for the full amount.One month later and numerous calls later, I am still without resolution, as I have not been instructed, nor can I find direction on the filing of this claim waiver. Dollar offered me a $100 credit voucher for my next rental, but did not provide any options for the full $102.76 reimbursement that I was promised/assured.
Business Response
Date: 01/27/2023
Complaint ID: ********
RR#: 111415113

Thank you for allowing me to review and respond. A review of our records indicates you were advised by our Roadside Assistance that you would be charged for the towing of the vehicle. You were also advised you could contact Billing to dispute/request compensation. As the vehicle was towed due to no fault of Dollar we respectfully decline your request for a refund or compensation. I would suggest you request reimbursement from the hotel if they failed to give you the rental car keys.
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: 01/27/2023

Complaint: 18884804

I am rejecting this response because:
On recorded line, Dollar personnel advised me that I would be able to file a claim waiver and receive a 100% refund/reimbursement after the charges have posted.
They have also since offered me a $100 credit voucher over the phone, also on a recorded line in lieu of my issues for my next rental.
Ive also attached the most recent email from Dollar which is offering a $50 credit towards my next rental.
This case requires escalation, as I was informed now of three different solutions but theyre all different.
Informed about a full refund, then $100 credit voucher, then $50 credit voucher.
Seems to me, that the right hand doesnt seem to know what the left hand has already offered and is sending a templated response into BBB which is laughable. They have the power to fully resolve this issue, yet they are choosing not to.
Ive followed every process that was asked of me, but Dollar refuses to award me the full reimbursement and refund that was promised.

Sincerely,

*******************************
Business Response
Date: 01/30/2023
Complaint ID: ********
RR#: 111415113

Our records don't show you were told reimbursement would be provided only that you could contact Billing for assistance.
The rental certificates that were offered were offered as a gesture of goodwill not because compensation was warranted.
After a thorough review of this matter, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.
Initial Complaint
Date:01/24/2023
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.
Date of Transaction: 01/14/2023 Our charges were more than what the reservation told us to expect. The original receipt emailed to me showed a total charge of $1001.78 but the email I received after renting showed a total of $1032.04. When we told the clerk we were being overcharged she said it would be easy to fix by calling customer service. In this she was clearly incorrect since the phone tree at customer service does not offer an option for this situation. I have sent several mails to Dollar and received form letters saying they cannot help me. Judging from the fact the invoices were not totaled and customer service is unwilling to help resolve the issue, I suspect this action may represent a policy of fraud.We were told the car size we had reserved was not available and were instead given a huge SUV. Since we had reserved and paid a deposit 6 months before the trip, we feel we deserve to receive the auto type we paid for. The vehicle was difficult to drive in the traffic of the city and used much more gasoline than we had anticipated paying for. Furthermore, the vehicle had a problem with the gear shift making it uncomfortable, and probably unsafe, to drive.We had to wait in line for nearly an hour in spite of providing all the necessary information when we made the reservation. No other rental company at the airport had such a long wait. It appears that the Hertz/Dollar computer system is not designed to move the customer quickly through the procedure of renting. After going through the process of turning down multiple additional charges we were sent to a dark, cold parking area to pick up our car. We were then told there was nowhere warm to wait and no cars available at the moment. It took another 30 minutes before a car was finally brought to us.
Business Response
Date: 01/26/2023
Complaint No: 18884655
RR#: 124524072

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

I regret any confusion and the inconvenience you experienced at the time of retrieving your rental vehicle. However, I am unable to access your rental account while you are still on rent. I kindly recommend speaking with a manager at the time of return to address your concerns, and for an immediate resolution.

Thank you for contacting us.
Customer Answer
Date: 01/27/2023

Complaint: 18884655

I am rejecting this response because:
This is the same computer generated response I have received several times from Dollar. It fails to answer my question as to why they cannot resolve my problems before I leave the area. It also requests I take my valuable vacation time to arrive at the airport early in order to resolve issues that should be resolvable via email or phone.

Sincerely,

***********************
Business Response
Date: 01/27/2023
Complaint No: 18884655
RR#: 124524072

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

As previously stated while this is an active/ongoing rental access to the billing information is restricted to the location of issuance. While the rental is active you will need to contact the location for assistance regarding billing concerns. if they are unable to help please call our ************************** line at ************** when the rental is competed for assistance.

Thank you for contacting us.
Customer Answer
Date: 01/27/2023

Complaint: 18884655

I am rejecting this response because:
I fail to understand why Dollar is able to put a hold on my credit card while the rental is still in progress, but unable to deal with a billing error. I do not have the time at the airport after returning the car to address this. Nor do I think it is good customer service to require me to do so.

Sincerely,

***********************
Business Response
Date: 02/20/2023
Complaint No: 18884655
RR#: 124524072

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

I sincerely apologize for the inconvenience experienced. After my thorough review of our records I can confirm a credit in the amount of $80.24 on 02/07/2023. This has been processed back to the credit card on your account.

Please know that we take all customer concerns 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 is satisfactory to me.

Sincerely,

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

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Dollar Car Rental is NOT a BBB Accredited Business.