Business Profile

Auto Rentals and Leasing

Dollar Car Rental

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Dollar Car Rental requests and BBB recommends that if you have any complaints or concerns, please contact Dollar's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Dollar Car Rental's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Dollar and its locations throughout the world.

Complaints

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

Customer Complaints Summary

1,701 total complaints in the last 3 years.
495 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/20/2022
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.
Rented a car on 9/23/22 (confirmation #K24902356D5) at *************** until 9/28/22. While in *******, Hurricane *** caused our return flight to be cancelled. For the safety of my family, we decided to drive back to *********,** on 9/28/22. I called Dollar rental and was informed that due to the hurricane, that all fees would be waived. We drove back to ********* and returned the car at the ***************** on 9/28/22. Now, Dollar rental is trying to collect more money from me and telling me that additional fees were not waived. I then spoke to a customer service manager who agreed to correct this and issue a credit (also said I was overcharged). As of 12/20/22, collection agent is still calling.
Business Response
Date: 12/22/2022
Complaint ID: ********
RR#: 915443874

Thank you for contacting us. Please accept my sincere apology for the billing error. I have confirmed you were advised the collection claim would be closed, however it was not. The collection claim for $480.22 is now closed and can take up to ********************* the records. You were also to receive a refund for the overcharged amount. I have issued a refund of $324.09 to your **** card ending in ****. Please allow up to 10 business days for the refund to post to your account. Again, I apologize for any inconvenience caused.
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: 12/22/2022

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:12/16/2022
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 or around 11/14/2022 I received a bill from Dollar Rent A Car in the mail for $238.22; Rental Agreement Number U37134915, Date of Service 5/3/2022, Place of Service ******* **, Renter ***********************. I am not ***********************. I did not rent a car from Dollar in May 2022 in *******. I called the phone number on the invoice ************ and spoke to ********* and I explained that there is a mix up and I am getting wrongfully billed. She assured me that I am correct and she would put a note on the account regarding the mis-billing and not to worry.On 12/12/2022 I received an identical bill. I called the 800 number again and spoke to ******. I again explained that I am getting wrongfully billed. He suggested I call the ******* office the rental originated from and gave me the phone number ************. He also stated there are no notes on the account explaining the mis-billing. He could not put any notes on the account himself.I called the ******* office and spoke to *******. She was very nice and understanding but explained that the ******* office had changed hands in June and she could not access records prior to the changeover consequently there was nothing she could do to help me.It is obvious that I am dealing with a huge corporation who isn't giving me a clear path to resolve my concern. My concern being that I am getting wrongfully billed and that at some point the mis-billing will escalate into a collection. Please have one person 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: 12/19/2022
Complaint ID: ********
RR#: U37134915

Please confirm the address you received the rental invoice for payment at? Once received we can research further.

Business Response
Date: 12/20/2022
Complaint ID: ********
RR#: U37134915
After a thorough review of this matter, we have determined there was an error on our part. Therefore, we have closed the balance claim and you will not receive any further communication regarding this error. We sincerely apologize for any misunderstanding or inconvenience caused. Thank you for bringing this to our attention and allowing me to assist.
Customer Answer
Date: 12/20/2022

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:12/15/2022
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.
My Dollar reference is RR107102004.I hired a car from Dollar and returned it to Dollar at the airport on December 12 on a full tank return basis.On leaving the car, the agent confirmed that nothing was owing thus I accepted his word. I asked for the receipt and he confirmed that Dollar would email it to me. Had I been handed a paper copy at that point I would have discussed it with the representative and asked that the charge be removed.I received my invoice (copy attached) and note that they had charged me for an additional two gallons as they state that the car was returned 7/8 full. The charge that they had taken from my account so far is $27.51. I am a loyal Dollar user but feel annoyed over this charge. Why would I have left it two gallons light knowing that Dollar impose a hefty fee under their declared terms? It makes no sense.The accusation that it was not a full tank at drop off is incorrect as I had filled the car to the top about five miles before entering the drop off area.My initial texts with their complaints department proved fruitless as they asked for receipts and a photo of the fuel gauge (at pick up AND drop off). I stated that I had no receipt as paid $10 in cash for the top up and had no reason to photograph the fuel gauge. A receipt in any event only proves that I put fuel in, not that it was full to the top.It seems I am not alone in this practice after the event, given the number of complaints online and wish to seek your assistance to obtain my refund please.regards ***********************
Customer Answer
Date: 12/16/2022
Please note that Dollar has confirmed that they are to refund me.

Thanks for your input here, I appreciate it

Regards
***********************
Initial Complaint
Date:12/14/2022
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 3/25/22 we rented a vehicle at ************************************* in *********, **. The vehicle had many large, visible dents. The staff of Dollar refused to do a vehicle check. We took photos with our phone (digital, time stamped documentation). After 2 days we returned the vehicle because its battery died on us, twice stranding us. We received a new vehicle for the remainder of our vacation. We rented our vehicle through Expedia. Many months later we received a bill for damages done to the first vehicle. Dollar did not do an inspection. We have digital time stamped evidence that the vehicle was given to us damaged. We submitted our evidence to Expedia and Dollar. We have contacted Expedia multiple times since then and their documents indicate this case is settled. We owe nothing. We have contacted Dollar multiple times and their representatives have told us this case is settled. We owe nothing. Yet, we continue to receive harassing and threatening letters from Dollar indicating we have an outstanding bill of $571.62. Dollar must cease and desist sending us a bill. They are villains attempting to extort. Their malfeasance is intolerable and illegal. I repeat. All communication between Dollar and myself in regards to this fabricated charge must terminate forthwith. Thank you for your assistance.
Business Response
Date: 12/16/2022
Complaint ID: ********
******************** RR#: 426824075
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 caused by the invoice and charges received. Our records show you book and prepaid for your reservation through a third party booking source, Expedia. However, at the time of rental your prepayment was not sent to us by Expedia leaving the full balance of the rental due. The additional billing of $571.62 being billed is for the prepayment Expedia has not provided to us and is a valid charge. We have attached copies of your invoicing and rental contracts for your review and record.
Customer Answer
Date: 12/17/2022

Complaint: 18570683

I am rejecting this response because:
I called Expedia and they refunded the entire car rental due to the original car breaking down multiple times. Expedia told me that this agreement was between Expedia and Dollar.
Now dollar is sending a second charge- after they agreed to a refund? I called Expedia several times-they talked to Dollar while I held on the line- and said no charge exists, the refund was agreed upon by both companies. Expedia said they would not be able to issue a refund without Dollars approval! This charge is false.

Sincerely,

**** and ***************************
Business Response
Date: 12/21/2022
Complaint ID: ********
RR#: 426824075

We have no record of Hertz/Dollar advising Expedia to refund your rental charges. Please provide documentation from Expedia with the information for further review.
Initial Complaint
Date:12/13/2022
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 reserved a rental from dollar rental through Expedia for $165.81 for 12/9-12/11. I had already paid $114.58 through Expedia, and I was only supposed to have to pay the remaining $51.23 at pick up. When I picked it up, I was asked about insurance, and I declined and said no thank you. and stated that I already had insurance. They then said ok and that my total was $391 because theres a $200 deposit that I would get back upon the cars return. I, misremembering the total amount for the rental, thought that the $191 after subtracting the $200 deposit, was the total amount for the rental including what I had already paid, not an additional amount, so given that it was incredibly late at night, I didnt look into the specifics of the charge until the next morning. When I woke up and actually looked at the breakdown, I realized that they had in fact still charged me for insurance coverage despite me saying no thank you. Given that I was in town for a wedding, I didnt have time to contact dollar about the error until I returned the car the next day. Upon returning the car, I spoke with the representative at the airport and he informed me that because it had been returned, there was nothing he could do for me and that I would need to contact the direct line, and gave me a card with a phone number. The card said call or text. I tried both. The number goes straight to voicemail and I havent gotten any response to my message. This was an all around bad experience. I was willing to be patient and cut them some slack because it was late at night when they didnt even have the type of car I reserved, and it took them around an hour to bring me a car at pick up, but I draw the line at them charging me extra for something I specifically did not want nor ask for.
Business Response
Date: 12/14/2022
Complaint ID: ********
RR#: 109783590

Thank you for contacting us. We appreciate the opportunity to assist.
I apologize for any misunderstanding regarding your charges. As we are unable to substantiate a verbal conversation we rely on the signed rental agreement (SRA) to verify your acceptance and understanding of your charges. Based on your attached SRA you signed and agreed to the optional insurances. Based on this information we respectfully decline your request for a refund.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 12/14/2022

Complaint: 18565785

I am rejecting this response because:
I was not given a detailed rental contract when signing. Its literally a blank screen and my signature was then added to some contract I hadnt seen, and no additional charges were explained. My signing was based on the understanding that I was paying for the remaining charge that I owed and the $200 deposit. I declined the insurance coverage, and I should not be charged for it.

Sincerely,

***************************
Business Response
Date: 12/16/2022
Complaint ID: ********
******************** RR#: 109783590
This correspondence is being sent in response ***************************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. While the signature pad is an electronic signature area, the signed contract is printed and provided in the rental jacket for customers to carry during their rental period. It is the customers responsibility to look over this documentation before departing the facility to ensure all terms of the contract are correct and to address any errors or concerns they may have. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed.
Initial Complaint
Date:12/13/2022
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.
I prepaid $294.89 for a rental vehicle through Priceline.com & had a remaining balance of $96.49 in taxes/fees to be paid at time of pickup. At pickup at the ***************, man working the counter ensured rental costs through Priceline were posted & I would only pay taxes/fees of $96.49 after deposit was returned. He instructed us to head to parking garage & get a Chrysler Pacifica. When we arrived at parking garage, employee directed us to our rental and told us to have a good night. I assumed everything was correct regarding charges.I received a receipt from Dollar Car Rental, showing that I was charged $396.47 for my rental. In that $396.47, I was charged $23.94 for fuel charges even though I returned the vehicle on full. I have tried to send it proof of fuel purchase via bank statement, but have gotten no resolution on that either. The customer service is terrible with ********************. You cant speak to a person via telephone. Its either ******** messenger or email. They arent helpful at all.
Business Response
Date: 12/14/2022
Complaint ID: ********
RR#: 103643713
Thank you for contacting us. We appreciate the opportunity to assist.
A review of our records indicates our **************** issued a refund for the fuel and upgrade in the amount of $259.50 on 12/13/22. It can take up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 12/14/2022

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:12/12/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I JUST BOUGHT A *** IN SEPTEMBER 2022 AND MY ENGINE WENT OUT IN MY *** AT THE END OCTOBER 2022. I ONLY HAD MY *** 1 MONTH AND A HALF. I HAD THEIR WARRANTY AND THEIR INSURANCE BUT THEY ARE REFUSING TO FIX MY ***. THEY ARE TRYING TO MAKE ME PAY FOR THE REPAIRS EVEN THOUGH I JUST BOUGHT THE *** 1 MONTH AGO. THE DEPARTMENT MANAGER ASKED ME TO PROVIDE PROOF THAT I HAD THE OIL CHANGED AND I DID BUT THEY SAID IT WAS FAKE AND WILL NOT HONOR IT. WITH ME JUST PURCHASING THE ***, I SHOULD NOT HAVE HAD TO CHANGE THE OIL. THAT SHOULD HAVE BEEN DONE BY THE *** DEALERSHIP BEFORE THEY SOLD THE *** AND ONE OIL CHANGE WOULD NOT MAKE THE ENGINE GO OUT. THEY WILL NOT FURNISH ME A LOANER SO I AM HAVING TO PAY UBER OUT OF MY POCKET TO GET AROUND WHILE THEY KEEP MY *** AND THEY WON'T EVEN REFUND MY DOWN PAYMENT. THERE IS ABSOLUTELY NO WAY THAT THE ENGINE SHOULD HAVE WENT OUT IN THE *** IN THAT TIME FRAME. THEY HAVE NOT TRIED TO RESOLVE THIS PROBLEM. THEY HAVE HAD MY *** SINCE NOV.16 2022. I HAVE BEEN PAYING $100 A DAY FOR UBER EVERYDAY FOR A MONTH. THEY ARE WANTING ME TO PAY THE *** NOTE, UBER AND PAY FOR THE REPAIRS TO REPLACE THE ENGINE IN THE ***. THE COST TO REPLACE THE ENGINE IS $3,400, WHICH IS NOT RIGHT BECAUSE I ONLY HAD THAT *** FOR 1 MONTH AND THE ENGINE WENT OUT. THE *** IS A 2011 CHEVROLET EQUINOX AND IT HAD ******* MILES ON THE ODOMETER. I WOULD LIKE MY DOWN PAYMENT REFUNDED BECAUSE THEY, KNOWINGLY, SOLD ME A LEMON.
Business Response
Date: 12/16/2022
Complaint ID: ********
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 with your recent Car Sales purchase. Upon receipt of your inquiry, we immediately forwarded your concerns to our Corporate Car Sales Management team for their review and assistance. Unfortunately, they have been unable to locate a sales transaction with the information provided. So that they may further review this matter, they have asked for you to confirm the city and state in which you purchased your vehicle.
Initial Complaint
Date:12/12/2022
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 reserved a mid size SUV for our trip between 12/2 to 12/9. When we arrived there was no car available that we initially reserved so we were given a larger SUV. Just landed and I checked my bill receipt and being charged $471 ON TOP of the initial $800! First of all, they were the one out of the car we initially wanted to get so it is absurd that they are making us pay extra. Second of all, the car was dirty and dinged up when we got it. But we had no other choice since the car lot was basically empty. This is outrageous.
Customer Answer
Date: 12/13/2022

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.
I called Dollar Car Rental about my complaint and it was resolve. Please close the complaint case. Thank you.

Sincerely,

*********************
Initial Complaint
Date:12/12/2022
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.
Hello,Im writing in reference to Dollar Rental Car Booking number *********. When I booked that car ahead of time, the total was $66. When I arrived last Friday evening, 12/2, I was told they did not have a car available and there would be a 45 minute wait.I was traveling alone with my 7 year old son to see his grandparents who are failing in a nursing home. By the time I agree to a much more expensive car than I was cited -- given I was told they had no other care available -- we were not able to arrive at the nursing home in time to see them. And I ended up paying a total of $393.96. This is unacceptable to me, and I requested a refund from Dollar, which they claim they do not owe me because I signed the rental agreement for the "one car we have".I intend to proceed with small claims court if ********* BBB cannot help me, so I would appreciate any help when someone has time.Thank you and I hope to hear from you soon,*****************************
Business Response
Date: 12/12/2022
Complaint ID: ********
RR#: 106424603
Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced when your reserved car class wasn't available upon your arrival. While the location advised there would be a short wait for the reserved class, in the interest of customer service I have issued a refund for the upgrade in the amount of $80.68. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:12/09/2022
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 November 14 2022 I rented a vehicle a the *************** I was tol by agent *** that we did not need to get the Sunpass if we were staying in north *******. He said any toils **** be added to our final bill. That is fine but we keep getting bills for small tolls with a huge administrative fee. For instance $14 in tolls and a $90 Fee. This is way too much of an added charge
Business Response
Date: 12/13/2022
Complaint ID: ********
RR#: 987963211

Thank you for contacting us. We appreciate the opportunity to assist.
Please accept our sincere apology for any misunderstanding of the toll and administrative fee assessed on your recently completed rental. If our toll pass option is declined, the renter is assessed an administrative fee of $9.99 per violation in addition to the cost of the toll. Our toll and administrative fee policies are included on the agreement provided at the beginning of each rental. As a gesture of good will I have advised our Toll Processor to retroactively provide the toll opt in rate of $54.99. This will reduce your charges by $49.69. Please allow up to 10 business days to receive the refund to your credit card.
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: 12/13/2022

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.
Just a couple of things First, thank you for this resolution.
I sent in a check to pay the prior amount which was cashed.
Also I have the same charge in my credit card.

If I stop the payment on the credit card can you mail the refund to me.

Guess I paid too quickly.

Thanks again!

Sincerely,

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

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Dollar Car Rental is NOT a BBB Accredited Business.