Complaints

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

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  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

  5405 Airport Service Rd Tampa, FL 33607-1419

• 

  Dollar Car Rental

  4358 Cypress Rd Saint Ann, MO 63074-1020

• 

  Dollar Car Rental

  5489 Josh Birmingham Pkwy Charlotte, NC 28208

• 

  Dollar Car Rental

  6750 Mississauga Road Mississauga, ON L5N 2L3

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:01/20/2023

  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 prepaid for a car rental on Nov 23,2022 for dates Dec *****, 2022 in ************, **********. I had to cancel the rental on Dec 7, 2022 due to my mother being hospitalized and was no longer able to go on the trip. Upon reading their cancellation policy, I should have received a refund with a deduction of $50 since my cancellation was weeks prior to the trip and not within the 24 hours. Its now Jan 20,2023 and I have yet to receive a refund for the cancellation.

  Business Response

  Date: 01/23/2023

  Complaint#: ********

  Dollar ResID#: ***********

  This is in response to Britney Harley, thank you for allowing me to address your concerns. 

  According to our records this reservation was booked using a Third Party Tour Operator. This means that your reservation cancellation is subject to the terms and conditions you agreed to on the marketed website at the time of booking. The funds collected at the time of confirmation were not paid to us and since the rental did not take place will not be provided to us. As such, you must continue to escalate with the booking agent for petition of a refund as we were never paid for this transaction. In the future, we ask that you consider booking with us directly to allow more flexibility in the event that an emergency occurs such as this. 

  Thank you again for allowing me to clarify this matter as we take your concerns seriously. 

  Kind Regards, 

• Initial Complaint

  Date:01/20/2023

  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 at ********************************************** on Friday, January 13th 2023 at 2:30pm. Rental Agreement Number *********. My car was scheduled to return on Sunday January 15th, 2023. Due to a conference conflict, I called and extended my vehicle for another day. I was told by an agent that my daily rate of $46.53 would be honored for the additional day. When I returned the car as scheduled and received a receipt for $498.71. I also recorded the car was 300 miles overdue for an oil change and that the brakes were grinding when used. I request that dollar upholds its verbal agreement bringing my total to approximately $272. Dollar has currently charged me a total of $498.71 plus an additional $100. I called Dollar four times since I got my final receipt and every agent is telling me something different which is bringing me no resolution to my problem.

  Business Response

  Date: 01/23/2023

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

  Dollar RR#: *********

  This is in response to Yasmine Washington, thank you for allowing me to address your concerns. 

  According to our records, the rental was never extended for an additional day. The increased rate was added at the time of return as the signed rental agreement advised that not returning the vehicle on time can result in an increased rate. We are able to reconstruct verbal conversations; however, we use documentation to provide a stance on the matter. When you contacted our Customer Care by phone after the rental was closed, it is notated in your record that a refund was promised as a customer service gesture. This action was completed on 1/20/2023. Please allow 7 business days for the reflection of $46.59 credit to appear in your bank.

  Kind Regards, 

• Initial Complaint

  Date:01/20/2023

  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.

  We had purchased a car rental through Travelocity which reserved a car at the ********************* through Dollar Rent a Car for a midsized vehicle. When we arrived at the Dollar Rent a Car counter the lady told us they were out of cars and the only thing we could do was pay $313 more for a more expensive car. We had a reservation for a car at a specific price and feel we were forced into paying more for a vehicle. I contacted Dollar Rent a Car and filed a complaint but they came back and said we paid what we should.

  Business Response

  Date: 01/23/2023

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

  Dollar RR#: 116351561

   

  This is in response to ***************************, thank you for allowing me to address your concerns. 

  Normally when a vehicle in the class booked is unavailable, the next car class is offered at no additional charge. According to the location, there was sufficient inventory to accommodate your car class; however, your rental is noted that an upgrade was selected and the fee was selected at the time of rent. The vehicle was kept and utilized for the duration of your rental term. Since you had full use of the vehicle and accepted the fee at the counter, the charges are considered valid. Considering this information and taking into account your expressed disappointment with the rental outcome, I have removed 50% of the rental upgrade charge. Please allow 7 business days for the reflection of $151.03 back in your account used to pay for the rental.

  We always want to provide quality vehicles and on time as scheduled. This is certainly not the impression we aim to leave with you. Thank you again for allowing me to assist, we look forward to serving your future rental needs. 

   

  Kind Regards, 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18684614
  
  I am rejecting this response because: we were told by the Dollar Rent A Car agent that was on duty Christmas Day evening 12/25/22 there were no other cars available, It would be a 5 to 6 hour wait to get the model car we paid for through Travelocity.  We were complained to by the agent that another employee quit earlier that day and she was the only one on staff and she didn't want to be there.  She told us that the Acura car just came in and it was our only choice to get a vehicle.  How can the customer go back and look at the inventory to verify there are no cars in the model style we reserved? We signed no waver stating our reserved vehicle was being given up for a different model. We are wanting the full $313 we paid extra being the company did not follow policy and give us the next model up at the same price.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/27/2023

  Complaint ID: ********

  RR#: 116351561

   

  In the interest of customer service I have issued a refund for the remainder of the upgrade in the amount of $151.03. Please allow up to 7 business days for the refund to post to your account.

  We appreciate you allowing us to review and respond. 

  Customer Answer

  Date: 01/27/2023

   
  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:01/19/2023

  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.

  Re: Dollar Car Rental ********* (Oct 4 THRU Oct 12)To Whom It May ************** I am writing to request HALF of our money back. I would rate the entire experience from customer service to the quality of our vehicle a D. Truly it should be an F but we were able to make our vacation trip.First, it took us an HOUR to find the Dollar rental counter in the ***************. We had to beg the rep on the 866# for a local # and, when we finally got it, NO ONE ANSWERED. We then waited an HOUR to get our vehicle with three girls at the counter desperately in need of customer service training. Another customer commented "they just don't seem to care" and they didn't. When we asked why no one picked up the phone, one girl said the phone doesn't ring up there where they are. WHAT??????? On our trip, we noticed the volume on the radio didn't work. It would go from 0 to 2 to 7 and back to 0. Thus, you could barely hear anything. Second, AND MOST IMPORTANT, after having problems shifting into reverse and then back into drive, I was scared to do my portion of the driving. My husband had to drive the whole trip without my help, and HE HAD PROBLEMS THE ENTIRE TIME WITH THE **** SHIFT NOT WORKING SMOOTHLY. The car was a nightmare.I only have 2 nice things to say. 1. The car was clean and 2. when my husband took the car back, the young lady who accepted the keys was pleasant.THIS IS PART OF A LETTER SENT TO DOLLAR VIA Priority ************* ULTIMATELY A COMPLAINT WAS FILED WITH *********************** AGREED WITH OUR DISPUTE & DID NOT RETURN THE CHARGE TO OUR CREDIT CARD. THE PROBLEM IS DOLLAR IS STILL BILLING US SEPARATELY. THEY LOST THE DISPUTE WITH **** AND *******'T BE ABLE TO DO THIS. WE'VE CONTACTED EVEN THEIR CORPORATE OFFICE TO COMPLAIN YET I STILL GET A BILL FOR $504.01. THE LATEST BILL IS DATED 12-9-22 AND WAS MAILED ON 1-9-23. AS AN **************** VENDOR, THEY CANNOT BILL SEPARATELY WHEN THEY LOSE A DISPUTE. THEY ARE SUPPOSED TO COMPLY WITH THE **** decision.

  Business Response

  Date: 01/23/2023

  Complaint ID: ********

  RR#: 960331131

   

  Thank you for allowing me to review and respond. Please accept my sincere apology for the lack of customer service provided by our staff. A review of our records indicates you had the vehicle for the duration of your rental and did not contact our 24/7 Roadside Assistance to advise of any issues with the vehicle. 

  Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. As you had use of the rental the balance due of $504.01 is valid.

  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: 01/23/2023

   
  Complaint: 18838916
  
  I am rejecting this response because:  As a participant with ****************.  This business should honor the dispute resolved in our favor.  They cannot simply go outside the parameters of the **************** dispute system and ask for their money.  We complained about the vehicle immediately after returning it and have been complaining about the extremely poor customer service and a faulty vehicle for months now.  We followed the proper procedures for using the **************** card.  Dollar Rental wants to use accept **************** credit card customers but does not want to comply with their dispute process and ******** judgment.  If this is the case, they should not accept **************** cards.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/24/2023

  Complaint ID: ********
  RR#: 960331131
  
  
  While I understand this is not the desired outcome, our decision is unchanged. As previously stated adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. Because you had use of the rental the balance due of $504.01 is valid and the amount is owed.

  
  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.
  
  Thank you for contacting us. 

• Initial Complaint

  Date:01/19/2023

  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 recently had a rental December *****rd with Dollar rental.The date of the 23rd at 625pm I called to state that it was impossible for me to return rental for weather conditions in my city, there was an artic ice blast here in ************* of **. The representative stated I would not be charged and to make sure I returned vehicle 24th at 7pm. When I returned vehicle no one was there to check car in at 645pm at the ******************. I took the key inside the clerk was very rude on how he couldn't check it in, I stated to please put a note in my file because this location won't scan car I until next morning and they never adjust the price accordingly. I constantly have to call to get charge removed. At 704pm of the 24th I contacted the customer service to let them know to please add note in system and that the counter clerk was rude. On the 26th of December I seen I was still charged for both days regardless of my efforts. I called at ****pm that day and spoke with another representative that stated he looked into it and that he would be able to honor original contract price of $180 something vs the $688 they outrageously charged. My refund would be applied 3-7 business days. 1/8 I called at ****am to inquire of where any of my refund was. The representative said I would still be charged for the weather day and no notes was in system. At ****pm a supervisor called me back, and insisted I was to still be charged the weather day and they could only return the not checked in day. I wasnt jeopardize my life or company property for money. I told the supervisor so is this what this company represents money over human life, I also said to her 'so your telling me your representatives lied to me?' She stated yes, I followed by so this is how you guys train employees, treat customers, and the values of this company!? I am disappointed on how I was treated by all staff and the true values of this company. Attached is what the clerk at counter gave me when I took key in.

  Business Response

  Date: 01/19/2023

  Complaint ID: 18833120
  Hertz Res#: ***************** is in response to ******************************
  
  I am sorry for any inconvenience you experienced in getting this matter resolved. In a review of our records, you were billed incorrectly for the additional time billed. I have processed a refund in the amount of $556.37. This refund will post back to the **** card billed within seven business days.
  
  Thank you for contacting us.

  Customer Answer

  Date: 01/21/2023

   
  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:01/19/2023

  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.

  On 1/13/23 I rented a car from Dollar ************* Airport. After having waited 2 hours in line to rent my car. RR# *********.I returned the car on 1/16/23 & your outside agent refused to check me out because he was too busy. He stated I need to leave the keys in the ******** will email the receipt later. I told him Im not ok with that, because I had an issue with Dollar before, I wanted to be present when he checked my vehicle out & get my receipt of my final charges while Im still on your premises in case there is some discrepancies I can dispute it while Im still at Dollar. He wasnt happy with my response he told me to go inside to the counter if I insist on having a printed receipt. Inside ************** was very helpful she gave me my printed receipt with no problem my total bill $254.04. Later that evening I received an email regarding UPDATED BILL. I looked over the NEW itemized bill found a new charge of $50 for OUTSIDE ************* my new total is $304.34. I found this situation ironic because the agent outside was rude & now I have a NEW CHARGE. It seems to me your agent added this charge because I refused to leave the keys & receive a bill by email. This is the main reason why I wanted my final bill printed before I left so I can dispute any charges or fees before leaving Dollar but apparently it doesnt matter your outside agent still added an extra charge of $50 for OUTSIDE WASHING after I left your facility. Dollar is trying to add additional fees has concerned me that they are practicing deceptive fee add ons. I would like to only be charged my initial receipt of $254.34 & not $304.34 that I was emailed later. I would like a refund of the difference as I feel they were being deceptive. These seem like very shady business *********** would like this to be resolved. Please have someone from Dollar who has the authority to resolve this issue contact me or give me the contact info of someone at Dollar who can help me get this issue resolved. Thank you!

  Business Response

  Date: 01/19/2023

  BBB CASE#: 18830844
  RR#: 123870736
  
  This is in response to *********************,
  
  I am sorry for the experience you encountered at our Dollar *******, ** facility.
  
  It is a concern to us regarding the negative attituded you encountered when returning your rental. Please be assured your comments have been sent to our local management team over our ******* facility to review and address internally with our staff to ensure our customer are treated respectfully.
  
  In addition, I confirmed our **************** team has refunded the addition $50.00 you were billed. This refund was entered into our systems today 01/19/23 and can take up to seven business days to post back to the account on file.
  
  Thank you for contacting us.

  Customer Answer

  Date: 01/19/2023

   
  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:01/17/2023

  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.

  My husband ***** and I both went through Expedia and made a reservation for a rental car from January 11 through the 13th. Although we made the same reservation and was told that I would be only charged $51 at the register I was charged an additional $319.31. We both agreed to the same terms and conditions and I had specifically asked the cashier if there were going to be any additional charges and she said no when everything was said and done I ended up paying $224.82 more than what my husband was charged for the same dates, same airport, and same vehicle. Even after calling today 1/16/2023 they told me there was nothing they could do. I was scammed by this company and I want to be refunded this additional amount.

  Business Response

  Date: 01/24/2023

  BBB Complaint: 18821611
  RR# ********* & 12300813
  

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

  We regret any misunderstanding regarding the additional charges billed to your rentals.
  

  After my thorough review of our records, I can confirm that the rentals were reserved on separate dates. Our rates are based on vehicle availability and may fluctuate depending on the date, and time of rental.I can confirm ********************* prepaid reservation through Expedia K3570292349 was booked on December 30th, 2022, for pickup on January 11th,2023, Indai Chois non-prepaid reservation K35405398D7 was booked on December 27th, 2022, through Expedia
  

  With the above in mind, the charges may be different based on the confirmed available rate during the booking process. Additionally,our records also show you accepted the Value-added services at the time of pickup.  Regrettably, we are unable to confirm a verbal conversation and rely on the attached Signed Rental Agreement to confirm the charges. By signing the rental agreement, you are accepting the terms and conditions of the agreement. As it is the renters responsibility to accept or decline the ******** services offered at the counter.
  
  Based on this information, we must respectfully decline your request as the charges have been reviewed and are correct. While I understand this is not the outcome you were anticipating; we ask that you respect our position on the matter as we consider it fully addressed.
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 01/24/2023

   
  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:01/17/2023

  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.

  On August 25th 2022, I booked a rental car through priceline.com for September *****th. Priceline informed me that only ***** would be due at pickup (shown in image below). When we landed at the ******* airport there was an hour and a half wait to get to the rental car check in. After finally being helped I was told to wait for my name to be called out (there was ****** people sitting on the airport floor waiting for there cars). I asked for the receipt and was told I'd be given it when my name was called out. After waiting another 2 hours our name was called and I saw that I was well overcharged with a $341.81 price tag. I couldn't fight it then because we had to make it to our campground before 10 and it was already cutting it close. After our trip I called priceline who told me that all I should have had to pay was the ***** but since it was an external company there was nothing they could do. I called Dollar and they refunded $141.17, but that still left a 200$ charge that I shouldn't have had to pay. So I filed a complaint with my bank and after going through the claims process they refunded me $150.64 which was fair because I was originally supposed to only pay $50. I thought this was finished, until I was sent a bill from dollar demanding that I pay $150.64. What should i do?

  Business Response

  Date: 01/18/2023

  Complaint ID: ********

  RR#: 911977382

   

  Thank you for contacting us. A review of our records indicates you accepted additional options at the inception of your rental. The additional options were an upgrade fee, Loss Damage Waiver (LDW). On September 20, 2022 you contacted our **************** to dispute the charges. You were provided a refund for the upgrade and LDW in the amount of $141.17. However, on 12/03/22, a chargeback in the amount of $150.64 was received. As there is no additional refund warranted, the chargeback amount is valid and must be paid. Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the 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: 01/19/2023

   
  Complaint: 18817233
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/17/2023

  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.

  On 12/30/22, I rented a car from Dollar Car Rental and I was charged $1632,87 , after being quoted $794.34 when I made the reservation online. I made a reservation as a primary, expecting that to carry through to the time I was at the airport physically renting the car. There were 2 additional charges that included an age differential, and damage waiver, which I did not consent to.The first charge was an age differential in the amount of $261.00. The primary reservation was under my name, I am over the age of 25. In the office, an additional operator was added as a secondary. Understanding how car rental companies work, I proceeded to confirm I was to be listed as primary and I was repeatedly told by the agent that there would no extra charge. During the same session, I communicated to the agent that I wanted to opt out of the ***/CDW, and that I would not need that coverage for damage on the Dollar rental car. Understanding the extra charge this carried, I proceeded to confirm with the agent that I DID NOT AGREE with this. The agent repeatedly stated that she would not include CDW/*** as part of the rental agreement. After returning the car, I was charged a CDW/*** fee of $377.00.At the signing, I was taken directly to the signature page, which I thought was odd because I did not see or receive any explanation or was informed about anything that proceeded to the signature page. I repeatedly asked the agent to confirm the charges and waivers, and explain what she was doing. The agent repeatedly said the age differential would not apply, as the price is solely based on the type of car. I felt something was wrong, and I repeatedly asked for this to be explained, and she proceeded to LIE and was DECEITFUL in her process to get me to sign something WITHOUT ANY EXPLANATION. I filed a complaint contesting the *** and Age differential charges, the case # is ********. The disputed charges include the *** of $377.00 and the age differential of $261.00

  Business Response

  Date: 01/19/2023

  Complaint ID: ********

  RR#: 118560831

   

  Thank you for allowing us to review this matter and respond. A review of our records indicates the primary renter was listed as ************************* who was under the age of 25. Therefore, an underage fee was correctly applied. Our records also indicate the Loss Damage Waiver (LDW) was accepted on the signed rental agreement. Attached is the signed rental agreement which indicates the charges were correctly applied and no refund is warranted. 

  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:01/13/2023

  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.

  ******** Airport Dollar car rental fails to disclose that a rental car reservation does not lock in a rental car for the requested pick-up time. The manager's special where low-rate economy class cars are advertised without informing customers the car availability is on a first come first serve basis. The current reservation process issues a car rental confirmation for cars they do not have or do not track resulting in 1-2 hours of waiting. This wait time is in addition to the 1-1/2 hour wait at the rental desk where a staff of two assist customers that numbers in the *****s in line. A tactic of short staffing the front desk to slow down the line at the rental car pick up. It's like a bait and switch tactic to offer low rental rates with a confirmation number for the selected pick-up time then informing the customer there is no cars available and to wait for one. Dollar has an inadequate system, poor leadership and predatory practices.

  Business Response

  Date: 01/18/2023

  Complaint ID: ********
  ******************** Res#: ********************** correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns. 

  We sincerely regret the delay you encountered in City.  Your frustrations with the long lines at the rental counter are understandable.  Every Dollar reservation is accepted with the intention of honoring that reservation at the designated time and local management makes every attempt to staff appropriately for peak periods in order to avoid delays. We apologize that in this instance the staffing was insufficient and you were inconvenienced.