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

  3535 Ulmerton Rd Clearwater, FL 33762-4212

• 

  Dollar Car Rental

  10991 Terminal Access Rd Fort Myers, FL 33913-8223

• 

  Dollar Car Rental

  6000 Airport Cir Sarasota, FL 34243-2105

• 

  Dollar Car Rental

  28000 Airport Rd Punta Gorda, FL 33982-2453

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:01/03/2023

  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 made a reservation with Dollar car rental on October 28th,2022 it was suppose to be until November 4th of 2022 in the total amount of $327.59. They took that amount off my debit card and i then received a phone call from their customer service stating I cant rent with a debit card only credit cards. I told them I dont have a credit card so they advised me to cancel that reservation so I went and cancelled with the woman on customer service. She then stated I will be refunded with 7 to 10 business days. It is December 31st of 2022 and I still have not received my money back. I contacted them today and the man I spoke to said he couldnt find my information in the system. I asked to speak to a supervisor than he said he found my information and that I will be refunded within 7 to 10 business days and that they sent the money to my bank 2 days ago. I asked to speak to a supervisor again and he put me on hole for about 35 minutes just for him to come back and say there is no one available at the time! I looked at reviews online and theyre all bad reviews. This is not how to run a business at all.

  Business Response

  Date: 01/12/2023

  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 you were unable to rent a vehicle with us due to the form of payment requirements. We have confirmed a full refund of your prepayment was processed to the charge card originally billed. The refunded amount of $327.59 was processed on 12/30/22 and will be reflected on your billing statement within 5-7 business days. This timeline is an approximate timelines as it is not determined by Dollar but by your financial institution.

• Initial Complaint

  Date:01/03/2023

  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.

  Booked and prepaid a car online, through *****************. Upon my arrival at the car rental counter, they advised me that they had no more cars. Spent 2 hours on the phone with ***************** to finally have them tell me that I have to file and claim and that they cannot help (they cannot rebook or anything else). Dollar Car rental has terrible customer service. Their car ********************** location (***********************) is unreachable by telephone (they simpy don't pick up) and I found out that Dollar Car Rental customer service cannot call the location because I have to do so. I am now stuck with my family with no car in a foreign country. This is unacceptable.

  Business Response

  Date: 01/06/2023

  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. 

  Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc.

  If alternate transportation was utilized as a result of our branch being unable to secure a vehicle for your reservation, please provide us with the final invoice from the other rental agency so that we may review for possible reimbursement of the difference in cost. 

   

• Initial Complaint

  Date:01/03/2023

  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 rented a van on 8/3/2022 and returned it as planned on 8/10/2022 from *********** location "Dollar Rent A Car". I was charged an erroneous added cleaning fee of $300 which was charged directly to my **** without notification. I called both the local and national offices and they said they could not help me so I challenged it through my **** and my account was credited. Months later I am receiving mailed invoices from them for an amount due of $305.32, still citing "Interior Cleaning" plus taxes.

  Business Response

  Date: 01/13/2023

  Complaint ID: ********
  ******************** RR#: 810298661

  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 confusion regarding the cleaning fee assessed on your rental. Dollar vehicles are serviced and cleaned before being assigned to customers.  Customers should return the vehicle in the same condition as rented.  We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc.  However, cigarette odor, ash and other similar impurities require more time and detail to remove.  In such instances as with your rental, Dollar will assess a cleaning fee.

  Based on our records, the charges are valid based on the condition of the vehicle upon your return. However, as a gesture of goodwill we are adjusting the charges off of your invoice. Since a dispute was initiated with your financial institution and a chargeback processed, this will not result in a refund but rather the outstanding balance will be waived and not pursued. 

  Customer Answer

  Date: 01/13/2023

   
  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.
  

  Please confirm that the action put into the collection agency will be fixed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/29/2022

  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.

  Rented a ****** versa at *** Airport on 15 Dec, at monthly rate plus 750 insurance, fuel tank almost empty. On way to ********* I stopped for gas. The gas could not be topped up. I called Dollar helpline from home, couldnt find replacement in ********. I was busy with work for the next 3 days. Spent a fortune on cabs while the car stayed parked. 3 days later I had it replaced at *** and then drove off to Fresno County for work on 18th. The next car also broke down on the way. I had to return to *** and return it. Two more cars broke down on the way to ******* mercifully very close to the ** and I had to return to *** to return these cars. It took almost 6 hours, a waste of time and gas for me. Finally, I was given another Versa and I drove it to ******. On 20th, that broke down too. The airbags stopped working, and the same problem occurred regarding the gas. The car would not accept more than a quarter tankful, and had to be constantly taken for refuelling. Short of time and resources, I had to leave the car parked at teh kerb of my house, and took cabs for work. I tried to call dollar for three days, no one picked up. I can provide screenshots of the efforts to call. This car could not endure travel to Sierras, and risk another car breakdown from Dollar into the mountains for fear of potential engine and fuel problems there. I went to the local airport to return it. No replacement available. **************** refused to refund the money, insisting that I pay $100 extra and return with full tank. After extensive arguments witnessed by local cop Officer ****** over a period of 3 hours, the cop told me to pay $960 for now and dispute later. I was forced to take a cab home for $40. Will have to rent another car-for 2 weeks will not be eligible for monthly discount. Financial Loss, waste of gas, and over 15 hours on phone calls and trips to Dollar offices. breach of contract to provide me with a workable vehicle.

  Business Response

  Date: 01/17/2023

  Complaint ID: ********
  ******************** RR#: 112280140

  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 during your recent rental with Dollar in ***********. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental.  We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.  

  Upon receipt of your inquiry, we immediately reached out to our location management who advised that at the time of return the interaction was escalated immediately upon your arrival and that you were yelling at our agents. Due to the escalation, airport police took notice and came over to investigate the situation. At this time, due to your interaction with the officer they turned on their body cam and called for backup. Our Manager on Duty at the branch attempted to resolve your concerns and provide assistance; however, you would not allow for them to assist and refused to hand the keys to the manager or the rental contract so he could look up the rental information to assist. Based on our records, you were upset about the charges quoted for the one-way return of the vehicle from *********** to ****** which was discussed during a call to our reservations team. Our Manager offered to exchange you into another vehicle or they could adjust the rate billed for the days rented using the monthly rate. At this time, you accused the location manager of attempting to scam you and asked the police to do intervene. When the officer advised that our manager was attempting to assist you, you made the choice to end the rental. 

  In addition, our location reports that the ****** Versa rented to you was returned with 7/8 fuel tank and the airbag lights were not illuminated. The vehicle was fully inspected and there were no issues with the vehicle found. Our management team would also like to note that during the time of your travels, going into the Sierra ********* in and around the ****** area, most places would require a 4x4 or AWD vehicle. 

  Based on our review of this matter, we must respectfully decline your request for a billing adjustment or refund. The charges billed for your rental are correct.

  Customer Answer

  Date: 01/31/2023

  Hi, I was travelling during the last few days. There is a lot of bxxxxxxx that has been written there. The lights were on, and I offered to show them to the manager, who refused to seee them. It was I who called the police officer. I did not yell, they simply kept telling me to call dollar **, who , when contacted, told me to resolve the matter with the local manager. They were unprofessional. 
  
  I was being told to wait for 3 hours before the next car would become available. And the sierras do not require 4x4. There is no need, I was merely going to ********, on Hwy 41. 

  Business Response

  Date: 02/02/2023

  Complaint ID: ********
  ******************** RR#: 112280140

  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. This decision is based on a thorough investigation with our location Area and General Managers. 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:12/28/2022

  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 12/5 I rented a car through my ****** App, via Dollar Rental. ****** charged me $133.91 stating the car was paid in full. Upon going to the airport and picking up my vehicle I was then charged again an additional $122.05. I contacted both ****** and Dollar Rental. ****** advised I needed to work with Dollar on this as the additional charges were from them. I was told that the charges were for an upgrade and rental insurance fees. Upon working with the rep I was told that there were no cars available and that they were placing me in a Jeep which I was advised I would not be charged for, also I advised that my insurance carried rental cars. Again charged for both upon denying rental insurance because I was already covered and an upgrade I had no control over. I reached out to Dollar and they cannot account for the total being sent to them of $255.96. I asked for a full receipt and they cannot provide it. Also, during my email exchanges with them they called me multiple customer's names as they cannot keep their records correct ( First and Last Names). There is no phone number for Dollar so I am not able to call and talk with a rep. ********** is done via email. I want a full explanation of payment showing what I already paid the upgrades as the additional $122.00. But they cannot produce it therefore since I have no receipt I feel I should be refunded at least the additional $122.00.

  Business Response

  Date: 01/03/2023

  Complaint ID: ********
  ******************** RR#: 109429106

  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 regarding this matter at which time a credit of the additional charges was processed. We show our **************** team provided a credit  of $29.78 on 12/26/22 and a credit of $80.00 on 12/29/22 however, the taxes and fees were not included in these credits. Therefore, we have processed the additional credit of $12.27 at this time. The total amount refunded is $122.05 and due to the processing timelines mentioned before, these transactions will show in 3 separate credits to your account within 5-7 business days of the processing dates. We are pleased to see our **************** team was able to provide assistance. 

   

  Customer Answer

  Date: 01/04/2023

   
  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:12/27/2022

  Type:Sales and Advertising 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.

  From Dec 19 to Dec 23 I rented a vehicle from Dollar Ca rental in ******. I paid for 4 wheel drive. They told me to take the jeep cherokee sitting out front but did not tell me it was 2 wheel drive. Winter Storm ****** hit the day before I had to drive back down from ***************. This is when I found out I had a 2 wheel drive vehicle that skidded off the road. So I continued at about 30 mph on the Mountain Pass just to find out the wind shield wiper function did not work. There was fluid in the vehicle but the function would not spray it on the window. The vehicle was kept in a garage at *************** in 70 degrees. I could not see. I had to pull over on the side of the hwy every 5 to 10 miles to clean the wind shield with water. Again almost hit numerous times while on the side since the roads were still ice and snow.

  Business Response

  Date: 12/29/2022

  Complaint ID: ********
  ******************** RR#: 113977625

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

  Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. 

  Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff. With the above in mind, a refund for the downgrade has been applied to the card used on this rental in the amount of $169.62. 

  In addition, as a gesture of concern for the inconvenience this downgrade caused during your travels, we adjusted the remaining balance of $621.95 for 1/2 refund of the charges or $310.98. This credit combined with the refund processed for the vehicle downgrade accounts for a total of $480.60 refunded to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. 

  Customer Answer

  Date: 12/29/2022

   
  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:12/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation with dollar car rental confirmation # K2984081084 to pick-up a car at the **************************** for November 7 returning it on November 9th. It was for a mid-size ****** but the agent didn't have any available. He provided me with a different make and model. When I went to the lot to get the car it was visibly in poor condition with dings and scratches and cracked windshield. It was also high mileage with over ******. I went back to talk with him and he said he had noted the damages. He told me to make sure I got a receipt for returning the car with fuel because they had been charging customers for gas who did not offer proof of purchase. I returned the vehicle at 5:00 AM on November 9th after attending my mother's funeral. I had purchased two gallons of gas, returned the vehicle full and provided a receipt. No agent was available when I dropped off the vehicle. Since then I received notice from ***** that the vehicle was returned with damages or was involved in an incident. The claim number is ******** and the rental agreement number is *********. They submitted a claim amount of $531. I was not involved in any incident or had any vehicle damages from the time that I rented the vehicle through the time I returned it. I returned the car in exactly the same condition that I rented it. They continue to call me, send me emails and text messages demanding payment of $531. They ignore my emails and my messages and continue to use their power to try and bully, intimidate and extort me. I simply want them to stop this unfair practice, false accusations and aggression towards me.

  Business Response

  Date: 12/30/2022

  Complaint ID: ********
  ******************** RR#: 985347576

  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 concern caused when you received notification of a damage claim filed on  your recent Dollar rental in ******. Upon receipt of your inquiry, we immediately reached out to our *************************** team for their assistance. We have received their response and confirmation that based on their investigation, the claim has  been closed at this time and you will not be held liable for any damages to the vehicle. Rest assured, your feedback has been shared with our Area Manager in ****** for their full review and corrective action where deemed necessary. 

  Customer Answer

  Date: 01/03/2023

   
  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:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a rental car at Dollar car rental in July of 2022. After having waited 3 hours in line at the *******, ** location, I was lied to about rates for refueling & insured added to my rental when it was refused. I contacted Dollar Rental for assistance & received no satisfactory resolution. I reserved a car for the rate of about $200 for 2 days & ended up being billed almost $500. I left a complaint on Dollar Rentals ************** pages & not surprisingly, others commented they have experienced the same. I want the rate I reserved for.

  Business Response

  Date: 12/29/2022

  Complaint ***********
  ******************** RR#:654845730

  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 reached out to our **************** team on 12/27/22 at which time a credit of $125.47 was provided to you. Attached is a copy of your updated invoice for your review and record. Though the credit was processed on this date, please allow up to 5-7 business days for the funds to show on your billing statement. This timeline is not determined by Dollar but by your financial institution. We are pleased to see our **************** team was able to provide assistance. 

• Initial Complaint

  Date:12/22/2022

  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.

  We were taken advantage of (me and my wife) by an employee at Dollar Rent A CarShe sold us insurance products that we didnt know we are buying. Sneaky way.She used Jargons that we dont understand and took our money without even knowing.We rented a car on Expedia and the car was with Dollar rent a car. It was promoted at $27 a day and We paid for the collision coverage (insurance) so the total with everything was about $107. Then we took our flight from *** to ********* (***) and went to the counter. She didnt get the reservation number and started asking which car we want so we told here whatever is on the reservation. She started asking about insurance coverage and we told here we already bought it and paid for - Expedia room about $78 from my wifes card and told us we will pay about $27 at the rental car desk. So when the employee took our card we thought thats what she will charge - she started explaining the coverage of insurance and we thought she is explaining what we already bought - she then asked me to sign in the credit card machine so I signed (didnt see any policy or options on their just a blank signature space like we usually do on credit card processing machines ) Then they charged my card about $152 in addition to the $78 they charged my wifes card - $230 for a 1 day rental for a basic car - I did agree to buy gas at $2.91 per gallon and I did mention we will use less than a gallon since we will only drive from airport to hotel and back (30 minute drive) the employee confirmed it will be only $2.91.I need my money back - I paid Expedia $78 and was told will only pay $28 additional or so I need my $125 back - I need justice Our had been taken and our credit card dispute department said if you paid in person we wont be able to dispute against the company.Rental Agreement - ********* Rental Location - ********* AP, ** Date - 2022-12-18 Renter - ***********************

  Business Response

  Date: 12/23/2022

  Complaint ID: ********
  ******************** RR#: 113354566

  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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW), *************************** (PAIPEC), ******************* Supplement (LIS), ************************ (PERS) and Fuel Purchase Option (FPO) on your recent rental. Our records show that these services were accepted and signed for at the time of rental.  As such, the benefits of these services were extended for the duration of your rental.  As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.

  However, as a one-time gesture of goodwill, we have processed a refund of the **** PAIPEC, LIS FPO and PERS  in the amount of $133.74. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Dollar, but by your financial institution.

  Customer Answer

  Date: 12/27/2022

   
  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:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a rental car reservation through Dollar Car Rental's website. A few weeks later I received an alert about possible credit card fraud. ************** charge appeared on my statement. No where on the confirmation email or on the website does it state that Dollar is a HERTZ company. The charge was disputed as fraud and my card was cancelled. I tried calling ***** and they did not acknowledge that Dollar was a company under them. I called Dollar 4 times and spoke to 10 different people and spent several hours. No one actually listened to my concern. They would only recite rhetoric from a manual. No one addressed my concerns about the situation. I was never made aware of the affiliation of Dollar and HERTZ when I searched for a rental or when rental was confirmed. The customer representatives were very unsympathetic.

  Business Response

  Date: 12/22/2022

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

  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 concern caused regarding your recent rental with Dollar and for any confusion regarding our family of brands under The ****************** When visiting the Dollar website, information regarding The ***************** and it's affiliation with Dollar are listed on the website, which we have included a portion of this information from www.Dollar.com below:

  "Dollar Car Rental was founded in **** by ************************** as Dollar Rent A Car. Dollar now operates globally as a well-recognized brand in the rental car industry and is a subsidiary of The *****************, headquartered in ******, *******."

  We regret if this has caused any confusion to you with the billing of a recent rental with Dollar. As there are no specific details in your inquiry regarding your recent rental, we attempted to locate your rental information using your email address and phone number provided. We have located a recent rental with Dollar which took place under RR# ********* in Phoenix for rental from 10/22/22 - 10/30/22 at a base rate of $414.83/per week and $57.99/per day. At the time of booking, we show a prepayment was made in the amount of $472.82 which covered the base rate of the rental but not the full amount including taxes and fees. At the time of rental, the applicable taxes and fees were assessed and billed in the amount of $217.40 in addition to your prepayment. 

  Upon reviewing this rental, we do not show a current dispute on the invoices nor do we see any billing errors made. We did not find any other rentals under your charge card number, name or email. If your inquiry is pertaining to a different rental than listed above, please provide us with the rental information so that we may further review. 

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18623329
  
  I am rejecting this response because:

  No where on their website or email confirmation does it state that I would be charged by ***************  They are not addressing my concern.  This appears to be fraud when I book a rental with Dollar and weeks later I receive an alert that there is a charge from HERTZ.  They have showed no concern for me as a customer.  As they state from their response they have a poor computer system.   I have an upcoming reservation in Pheonix next March.  Dollar's lack of clarity of their billing practices caused my credit card to be cancelled.  I want to be compensated for my inconvenience and time lost.
  
  Sincerely,
  
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