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.

close

Find a Location

Dollar Car Rental has 305 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

  1410 N West Shore Blvd Ste 800 Tampa, FL 33607-4547

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Rent A Car

  1 Airport Blvd Bentonville, AR 72712-7162

• 

  Dollar Rent A Car

  4501 Abbott Dr Omaha, NE 68110

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:01/13/2023

  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 on December 29, 2022 and returned the vehicle on January 1, 2023. Upon returning the vehicle was inspected and noted to be damage free and have a full tank of gas. On January 12, 2023 I noticed a charge from Dollar on my CC in the amount of $114. When I called they said it was for fuel charges because I didnt return the vehicle on a full tank. I provided them with THEIR inspection sheet along with my CC statement showing where I refueled the vehicle and they stated it wasnt enough proof and the charge was valid. How they came up with this two weeks after I returned the vehicle that theyd rented to other customers since Id beyond me. I believe that they are running a scam and theres no telling how many other people theyve done this to.

  Business Response

  Date: 01/18/2023

  Complaint ID: ********
  ******************** RR#: 117909816

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

  Our records show you previously reached out to our **************** team on 01/12/23 at which time a credit of the Fuel & Service Fee was made. The refunded amount of $113.89, while processed on this date, will show on your billing statement within 5-7 business days. We have attached a copy of your updated invoice for your review and record. We are pleased to see our **************** team was able to provide assistance in resolving this matter. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18806875
  
  I am rejecting this response because: I do not feel like Ive been made whole! I had to spend too much time on this matter and your customer service team only responded after my BBB complaint! Your company tried to commit fraud at my expense and this is not acceptable. Even when I reached out to them first I was told that the evidence was not proof that I refueled the vehicle even after you all inspected it! I want to be refunded for the complete rental! That I feel would make me whole! 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/19/2023

  Complaint ID: ********
  ******************** RR#: 117909816

  
  This correspondence is in response to *****************. Thank you for allowing us the opportunity to revisit your concerns. 

  I appreciate your request for a full refund and we always want to provide compensation when due. However, in this instance a full refund of your rental is not warranted. The vehicle was kept and utilized for the duration of the rental term. Considering you had full use of the vehicle we must continue to respectfully decline your request for additional compensation. We appreciate your business and the opportunity to provide a refund for the fuel. Have a wonderful day!

  Kind Regards, 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18806875
  
  I am rejecting this response because: Again your business committed fraud against me and there is no telling how many other people youve done this to. This will not be the last time you hear from me! Your response is unacceptable and so is your fraudulent behavior! 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car with Dollar Car Rental through Expedia from January 1 to January 9 (Itinerary #**************). On January 1, I went to pick up the vehicle at their *********, ** airport office and couldn't rent it because there were some requirements that I did not know. Perhaps they were stated in their small print contracts. I did not have a credit card to make a deposit for the rental, and my cousin lent me his, but the company does not accept someone else's cards. That day, Sunday, January 1, I decided not to rent the car and called Expedia to let them know I was not going to take the car. They told me they were going to start the refund claim process. Today I called them again because they never called me, as they promised, and they say that due to company policies, they will not refund me any money. I am a student and do not have a good financial situation. I understand if they do not refund 100% of the payment, but not refunding any money is unjust and fraudulent. They charged $392 and did not want to return anything. Neither Expedia nor Dollar Car Rental wants to respond to this. I highly appreciate your help.

  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 apologize for any frustration caused when we were unable to secure your reservation with a vehicle due to the form of payment requirements. We provide all important information to our third party booking sites regarding customer requirements at the time of ********************** and we are sorry if this information was not properly relayed to you through the booking source. At this time, we show no record of the booking source contacting us for confirmation of a refund due. In addition, since this reservation was prepaid for through a third party booking source, we are unable to access the billing systems to process a refund of the amount billed. In addition, as a rental did not take place the funds were not provided to Dollar by the booking source. We regret any inconvenience this may have caused; however, the refund must be processed by the booking source in which the payment was made. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18730098
  
  I am rejecting this response because:

  I asked the Dollar Rental agent for cancellation, in person at the ********************************************************** (**), on Sunday January 1st, and she told me that I should contact Expedia, the agency through which I made the reservation. I let the Dollar Rental agent (a lady) know that I was not taking the car. Immediately, I called Expedia and they told me they would file the process and in 3-5 days they would respond. They never responded. I called Expedia again and while on the phone they "talked" with the Dollar Rental company and they declined making any refund. The Expedia agents have told me that the refund was not with them but with Dollar Rental. I have spoken with Expedia agents about 5 times and this has been their reponse: "Dollar Rental won't make any refund because you did not cnacel the reservation ***** hours before the start of the reservation."  Again, I NEVER USED THE *** and they are taking ALL my money, not even a 10, 20, 30, 50 or 80% refund. They took it all.  Now Dollar Rental is saying that it is on Expedia, so they have started playing with me as if I were a ping pong ball. This is not fair, this is fraud.

  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/20/2023

  Complaint ID: ********
  ******************** Res#: ************************** is in response *******************************. Thank you for allowing us the opportunity to revisit your concerns. 

  As previously advised this reservation was prepaid for through a third-party booking source, we are unable to access the billing systems to process a refund of the amount billed. In addition, as a rental did not take place the funds were not provided to Dollar by the booking source. We regret any inconvenience this may have caused; however, the refund must be processed by the booking source in which the payment was made. In the future, we ask that you consider booking with us directly so that we may have more visibility to assist in processing your request. 

  Kind Regards,

• Initial Complaint

  Date:01/11/2023

  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.

  Hello, I rented a car through **************** from Dollar from Jan 1 to Jan 8 2023 in ******* (***->***), confirmation number K3552394246. It took about an hour and a half to two hours of waiting in line until I got to speak to the agent. Everything went smoothly until I was told that I need to purchase the ******************* Supplement (***) or it would be illegal to drive. So I was forced to pay an extra $127.04 USD for the *** even though I didn't want it. After looking it up purchasing *** is not mandatory in the **************** so I am disappointed that the agent lied to me about this. When I booked the car, the website said that the total cost would be $274.27 USD but because of these extra charges it turned out to be $414.83 USD. Apart from this my experience with the rest of the process was quite good. Thank you.

  Business Response

  Date: 01/18/2023

  Complaint ID: ********
  ******************** RR#: 118853195

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

  We sincerely apologize for any misunderstanding regarding the charges billed for the ******************* Supplement (***).  We are concerned by your comments of being forced to accept the *** at the time of your rental.  Please be assured this is not typical of Dollar service and we will use your comments to improve our service going forward.

  Based on your correspondence, we have decided to issue a refund for the *** charges.  A credit of $127.04 has been issued to the account billed. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.  We are sorry this situation occurred and we appreciate the opportunity to take corrective action on your behalf.  
  

  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:01/11/2023

  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 11/28/22, I rented a vehicle from Dollar Car Rental. The person at the front counter offered multiple options which I turned down, except for the ** Pass for tolls. He asked for a credit card, for incidentals and toll pass for a total of $306.75. I was stricken with the virus and the vehicle was of little use to me. I returned the vehicle 12/7/22, and on that same day I was charged $306.75. I disputed the charge, and was told it was for gas, insurance and toll use. I called Dollar rental (off-shore billing) and told them I filled up the tank and did not use the toll pass. I never purchased insurance or any other options. The Dollar car rental rep. stated they would credit about $180 dollars, but would charge me about $126 for taxes that Expedia, third-party vendor, did not charge me appropriate taxes, What? Now they are just making things up. I am requesting a full refund. This is the second time this has happened to me with the *********** who owns Dollar Rent A Car. Amplifying information below.Thank you for your time, and attention regarding this matter.Confirmation Number #K3011897165 Vehicle Type SUV Mid-size - Jeep Compass or similar Pick-Up Location ******* Intrcntl Ap Pick-Up Date 11/28/2022 10:15:00 Pm Drop-Off Date 12/8/2022 2:30:00 Pm Very respectfully,********************* ************

  Business Response

  Date: 01/19/2023

  Complaint ID: ********

  RR#: 104476805

   

  Thank you for contacting us. Please be advised the prepaid charges via the third party did not include the mandatory taxes and fees, therefore the balance of $124.92 is correct. Attached is the rental receipt. 

  I apologize for any misunderstanding and thank you again for contacting us. 

  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

   
  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:01/10/2023

  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.

  On January 3, I accidentally left a cellphone in the rental car I returned to the *** airport. The Dollar website allows you to report lost and found items, and also lists the items that were left in returned vehicles. Their website clearly shows that two cellphones were left behind that day, and yet they have said that the phone has not been found when I filed my complaint. I do not believe they have even looked for the phone. It is an iphone 7 with a yellow case. They do not even provide a direct number to contact the Dollar staff at the *** airport, only an 800 number, where the staff also cannot directly call the *** airport. It's ridiculous. I want the cellphone back that their website acknowledges they have.

  Business Response

  Date: 01/20/2023

  Complaint ID: ********
  ******************** RR#: 115750132

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

  We regret any inconvenience you experienced regarding your lost insert item.  Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer.  The ******************** location in ******* conducted a search of the vehicle and of the Lost and Found inventory and have confirmed your item was located. They have advised that they reached out to you directly regarding this matter and advised that in order to start the shipping process for the item, a Lost & Found Form must be submitted through the website. Once this is complete, the ******* Lost & Found team will match the item with your Lost & Found form and contact you to set up shipping of the item. This form may be completed by visiting www.Dollar.com. 

   

• Initial Complaint

  Date:01/10/2023

  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.

  I am disgusted by the treatment we received at Dollar. We had a pre-booked/pre-paid reservation to be picked up at the *** location on 1/2/23. Upon arrival, we waited in line outside for almost two hours to speak to a counter representative. There were upwards of thirty people in line and everyone was very frustrated. There was absolutely no communication from anyone regarding the lengthy wait. After a very long time, I was finally able to enter the actual office and it was then that I was informed that they were completely out of cars. There was not one single vehicle to be had for me or for the many, many people in line behind me.My daughter is profoundly handicapped. She uses a wheelchair. She is non-verbal and incontinent. Most importantly, she does not eat by mouth. She has an implanted feeding tube that requires her to be hooked up to a pump for liquids and special formula. Dollar left her stranded outside for hours on end, slowly becoming more and more dehydrated.The staff at Dollar told us we could wait for a car (no guarantee when or if we would get one), cancel our reservation, or come back the next day when cars were available. They promised to call us between **** AM the next day and that they would have a car for us (they did NOT call us as promised). At that point, we were completely stuck. We could not hail an Uber (nothing was available). We went back to the airport and still couldn't hail an Uber, and a taxi would not pick us up because of my daughter's wheelchair. We sat in the dark at the airport for hours trying to find a way to our condo. Our daughter was crying and uncomfortable, not to mention starving and slowly becoming dehydrated since we had not been able to feed her or change her in hours. Dollar left a handicapped kid stranded at the airport and we were starting to fear that we would need to call 911 to get her to a hospital.Dollar should be absolutely ashamed. I want reimbursement for the taxi and Uber we finally got.

  Business Response

  Date: 01/19/2023

  Complaint ID: ********

  Res#: K3304901366

   

  Please accept my sincere apology that there was no vehicle available for your confirmed reservation. I am very sorry for any inconvenience this caused. Please rest assured this matter will be addressed with the appropriate management for immediate corrective action. We agree to reimburse you $104.94 for the Uber and Taxi. So that we may do so, please call us at ************, reference case # ******** and provide your credit card details for the refund to be processed to. 

  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: 01/24/2023

   
  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I appreciate that the BBB was able to intervene on my behalf and get this issue resolved as I do not believe it would have been without your assistance.  And while I also appreciate that Dollar responded to the complaint and refunded me for the Uber and taxi charges, I must also say that I will never book a car with Dollar, Thrifty, Hertz or any other affiliated company ever again.  Leaving a profoundly handicapped child stranded in the dark, wet and hungry, for hours on end in her wheelchair is absolutely unconscionable.  This could have ended with her in the hospital.  ****************** saved us, so they will get our business going forward, and I will recommend to anyone that will listen they they stay away from Hertz/Dollar/Thrifty.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/10/2023

  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.

  Rented from dollar rental 1/6/2023. Returned car 1/9/2023 at ****pm. Received an invoice stating the car was returned with not full 3/8th fuel. Have a photo of the cars dash at return with FULL tank as well as my credit card transaction on morning of with fuel return. Tried to call and email dollar customer service with no response. Receipt id *********. I submitted all of these photos to dollar rental via email

  Business Response

  Date: 01/19/2023

  Complaint ID: ********

  RR#: 120962623

   

  Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates there was no charge for fuel on your rental. Attached is your rental receipt. 

• Initial Complaint

  Date:01/09/2023

  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 previously rented a vehicle from Dollar Rent a Car at the airport in ******* on June 13th, 2022 and picked up the car around 12 at midnight. For the next two weeks, I paid $2,950.96 total. The car had been inspected by the company prior to giving the designated keys and instructing us that we were able to take the vehicle. Scratches had already been found on the car (right side passenger sliding door to the back bumper) prior leaving the location, to which they had it marked on the form as well. After the two weeks, we had returned the vehicle on June 27th, 2022. Three months after returning the vehicle, they sent a letter indicating that I have to pay for the damages of $4,645.70, the same damages of which I did not cause. At the time I picked up the vehicle, we took pictures of the damages previously sustained on the vehicle. I recently recieved a notice from a ********** of **************************, a debt collector, and having to pay for the damages of $4,645.70. I searched the name ************************** on your website and it indicates that he is no longer in business. I have been trying to call and come into contact with somebody at Dollar Rent a Car in ******* regarding this claim, but all they have told me to do is go online.

  Business Response

  Date: 01/10/2023

  BBB CASE#: 18706868
  Dollar Res#: ******************* correspondence is being sent in response to a query made by ************************************ 

  
  I sincerely apologize for any inconvenience you may have experienced. We regret we are unable to locate the Rental Agreement in question with just your name and location. So that we may better assist, please provide us with your 11-digit Hertz Reservation number (this begins with J or K) or 9-digit Rental Record number.  Once this information is received, we will begin our investigation as expeditiously as possible.
  
  Please know that we take all customer concerns very seriously.

  Customer Answer

  Date: 01/12/2023

  rental agreement attached

  Business Response

  Date: 01/20/2023

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

  Dollar RR# U17270912

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

  I regret any misunderstanding regarding the damage fees billed.  The Hertz location is an independently owned and operated licensee franchise.  The licensee owner purchases, maintains, and insures his or her own vehicle fleet.  Claims are processed by the Hertz licensee involved.  Therefore, any additional inquiries should be directed to them directly. As such, we have reached out to them with a copy of your documentation and comments on your behalf asking that they make contact with you as you have expressed concern that you are being charged for damage you did not cause. We will update you in this thread expeditiously with our findings. 

   

  Kind Regards, 

• Initial Complaint

  Date:01/09/2023

  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 Rent A Car Billed on 11/08/20, $505.18. $51.15 over the amount listed on my reservation. The manager at the location, ************************************, **********, **, said that the price was stated in the reservation was just a "suggestion". Tried to bill be $120.00 but said she was helping me out by only charging me $51.15 over the reservation price. The Dollar Rent A Car manager said that this happens a lot, where Dollar Rent A Car charges MORE $ than the reserved price. Will give Dollar 7 days to refund before filling further complaints and reviews.

  Business Response

  Date: 01/10/2023

  BBB Case #: 18705239
  RA #: U26894814
  
  This correspondence is being sent in response to a query made by **************************** 
  
  I am sorry for any misunderstanding regarding your final invoice billed for your **********, ** location. Our *******************,** Airport location is a privately owned and operated franchises. This franchisee location maintains and manages their own fleets which included billing disputes.
  
  However, in a review I can confirm the location did make an adjustment for $89.15.  When booking a reservation, the amount shown in the confirmation email is an Estimated total, this because the state/location/city taxes and fees can fluctuate.
  
  Thank you for contacting us.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18705239
  
  I am rejecting this response because:

  Dollar Rent a Car states that the location reduced the price, however, they billed MORE than the amount that was quoted in my reservation.  I am a business person who travels and rents cars almost every week of the year, never have I had a car rental company charge more than the amount that the car was reserved.  I've been surprised that Dollar Rent a Car seems fine with taking reservations for one amount, only to charge more when their customer arrives *********************'s competitors do not have this practice).  If Dollar Rent a Car does not provide a refund, then I will follow further recourse.  I would think that Dollar would prefer not to lose a customer over $52 that they wrongfully charged, but I'll await to see what their decision is. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/20/2023

  BBB Case #: 18705239
  Dollar RA #: U26894814
  
  This correspondence is being sent in response to **************************** 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:01/09/2023

  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.

  Booked compact car on ******.com in the amount of $89.23 for 12/7/2022 through 12/12/202 for Dollar Car Rental. Paid and ready to pick up upon arrival. Arrived at *** airport and caught the shuttle to Dollar Car Rental. Presented necessary documents including insurance, credit card, and license. I was immediately informed that my insurance/deductible with State Farm was not enough money to cover if I had an accident. I informed him that I had rental insurance already and did not need any more. The agent informed me that I could use my and there will be a deposit of $1000 or use the agency at $200. After arguing with him, I chose the agency. I was informed that it was just a hold and will be refunded upon the return of the car if no accident occurred. The compact car that I originally booked was not available so he decided to give me an upgrade to a 2020 SUV at no additional charge. I have never received an out of dated car from a rental car that looked like they bought it off the street. The car had so many scratches and dents and tires were worn and it needed an alignment. It drove terribly but I did not have room to complain therefore we just had a debate over the insurance. I have pictures that they sent me so they will not blame me. I returned the car with no accidents and full of gas, I was informed that everything was fine and that they would email me the receipt, but I never received it. I do recall going through a few tolls but none that add up to $200. Upon receiving my bank statement I find out that I have been charged $296,23. For What!!!! I have been trying to contact them to see exactly what was I charged for and sent emails but no response as of today, How can an $89 car rental turn into an extra $200 with no damage, no tickets, and a full tank of gas? I knew it was a bad idea when he wanted to charge me a deposit of $1000 but I was in an unfamiliar place and needed the car. I would like my deposit back or tell me what did I do to cost me that.

  Business Response

  Date: 01/23/2023

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

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

  We apologize for any concerns regarding your recent rental with Dollar in San Juan. The Dollar location in San Juan is an independently owned and operated Dollar licensee franchise location. As such, the licensee owner processes his/her own billing and invoicing. Therefore, upon receipt of your inquiry we immediately reached out to their offices for further review and assistance. We have received their response regarding your rental. 

  They have advised that the reservation you had booked through Hopper was not a prepaid reservation, but a "Pay At the Counter" booking and included the base rate only. If a customer chooses to use their personal insurance on the rental, the same parameters applies including the deductible. They have stated at the time of rental, the agents at the counter went over this information and provided an explanation of our available coverages since your deductible was $1,000.00. After this interaction, the rental contract was accepted and signed. Before leaving the premises, the location states you inspected the vehicle and agreed with the condition. The location  utilizes Record 360 system which consists of taking photos and video of the vehicle. Customers are encouraged to request an exchange of the vehicle if they are unhappy with the assigned vehicle for any reason. 

  The total amount of $296.32 corresponds to the rental charges including coverage, taxes and fees as accepted on the rental contract. Servicers were rendered and the vehicle kept for the duration of your rental contract as reserved. The transaction was processed on your Mastercard ending in xx-6823 and for the deposit of $200.00, the location confirms a Visa card ending in xx-9142 was utilized. The deposit was a pre-authorization requested to the bank and not a full charge, therefore, the release of this hold will not result in a refund but rather the pending transaction will no longer show on your account statement. The licensee owner has confirmed the hold was released upon your return. 

  The licensee has advised if you have any questions or concerns, you may reach out to Mr. Julio Fuentes at 787-791-5500 from Sunday - Thursday from 0800-1700h and he will gladly assist with any questions or concerns you may have. We have attached the documentation provided by the branch for your full review and record.