Business Profile

Auto Rentals and Leasing

Dollar Car Rental

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Important information

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

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

Complaints

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

Customer Complaints Summary

1,701 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:12/07/2022
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.
This company charged my credit card $69.85 for a $9 charge after they offered to charge $47.96. This is considered fraud by this company.
Business Response
Date: 12/09/2022
Complaint ID: ********
RR#: 985817571

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 $15.00 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 (see attached pages 4 - 5) . If you would like further details about the violation or administrative fee, please contact ATS at ************ or www.rentalcarticket.com.
As a courtesy our Toll Processor provided you the opt in rate post rental to reduce the charges.
As the charges are correct we respectfully decline any further adjustment.
Initial Complaint
Date:12/06/2022
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.
My husband (*****************************) and myself rented a car with Dollar Rental car from Wednesday, November 30th to Sunday, December 4th. on December 4th, we had an unfortunate event of locking our keys in the trunk of our rental. We called Dollar and explained we had locked our keys in the trunk and needed assistance in removing them. The make and model of the car were given. They dispatched road-side service, who came and only opened the car and NOT the trunk, which we had communicated more than once that the keys were in the trunk. The trunk was not able to be accessed through the car, so we were unable to get the keys. At that point, he said he couldn't help and just left. At no time, were we given costs or agreed to costs from either Dollar or the gentleman who came in his private car to help. Because our issue was not resolved, we had to call a lock ***** and pay a good amount of money to rectify our situation. Once looking at our statement from Dollar, they added a $100 charge to our overall bill. Once again, we were never given a cost, nor did we agree to it. I called Dollar and asked to be credited based on the following information:- The gentleman who came did not render services we needed (the car did not need to be opened - it was the trunk. If he knew make and model, then he could have easily said a lock ***** was needed)- We never verbally or signed an agreement to the $100 cost. According to Dollar, the third-party said he told us, which is a complete lie which they could not back up Dollar did offer a credit towards another rental; however, we are looking just for the $100 to be taken off the bill. The credit benefits them as we would need to rent, and they would be making a profit.This is deceitful and deceptive practices, and they should clearly communicate costs. In addition, if one of their third-party vendors makes an error, they should rectify with their customers.
Business Response
Date: 12/08/2022
Complaint ID: ********
******************** RR#: 105328171
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 by the additional billing incurred when our ****************** Services (***) team was contacted when the vehicle keys were locked in the trunk. Our records show at the time of rental, our optional coverages were declined. If accepted, the *** fee would have been waived as a dispatch to unlock a locked vehicle would be covered. Based on this, a credit is not warranted as our *** team dispatched a tow truck to assist with unlocking the vehicle.
While not warranted, we are providing a refund of 1/2 of the *** fee as a gesture of customer service. The credit of $50.50 has been processed to your charge card and will show on your billing statement within 5-7 business days.
Customer Answer
Date: 12/08/2022

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.

Please note though - *** services rendered were NOT provided. *** service requested was to get the key out of the trunk, which was NOT provided. Hence, legally the service was not provided. This was the original ask. IF the service was provided, we would have no issue paying the charge. I would re-evaluate their business partnership for the following things:

- Vendors should provide written documentation on any payment agreement
- Vendors should provide the requested service and if not, charges must be voided

Sincerely,
Initial Complaint
Date:12/06/2022
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 paid online for my car rental. I went into the airport waited 3 hours for my rental. The man at the register(big African american guy) ask do I want to add insurance, I said I am fine I already have one on their. He said cool, ask me to sign in the box for my rental. I did and then left to drive 4 hours to my destination. I came back 2 days later and returned the vehicle. Only to find out he added another $80 in insurance, why would i need 2 insurances. He did it to get commision. I am being told I cant get a refund becuase i Signed in the box, i couldnt read anything. I wish the worst on that man and his family for this, its a holiday season. Im betting they or he does this to everyone. Someone needs to look into this company.
Business Response
Date: 12/08/2022
Complaint ID: ********
******************** RR#: 103064754
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 contacted our **************** team by phone and email correspondence regarding this matter. As such, our **************** team provided assistance and a refund of $107.68 on 12/05/22. Attached is a copy of your updated invoice showing this adjustment was made. We are pleased to see our **************** team was able to provide assistance.
Initial Complaint
Date:12/06/2022
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 picked up rental from Dollar Rent a car at the ****, ** airport on Fri evening Nov 25th and returned it Tues Nov 29th. Upon return the agent went all around car never pointing out any damage because there was none. Then 3 days later on Fri Dec 2nd I received an email saying the car I rented had front driver side damage. If there was damage on the car, it was either slight and done before I rented it; or after I returned the car. I was in no accident and the car was parked in my family driveway other than the few times I drove it. I found this situation ironic because the agent at the counter on Fri Nov 25th at the airport was pushing the rental car insurance which I kept declining. Then this issue arises. I have notified my own insurance carrier who confirmed I am covered and will take over if this company presses forward with a claim.....but this type of practice I feel needs to be reported. I am certain there was not damage on the car when I returned it on Tues Nov 29th.
Business Response
Date: 12/08/2022
Complaint ID: ********
RR#: 103425044

Thank you for contacting us. We appreciate the opportunity to assist.
We have reviewed this matter with our ****************** they have advised after investigating the claim they have determined you are not responsible. Therefore the claim has been closed.
We apologize for any inconvenience closed and thank you for bringing this matter to our attention.
Initial Complaint
Date:12/02/2022
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 dispute and request a full refund of the toll "administration" fees of $75.00.The added toll fee is misleading and at $15.00 per toll fee, excessive. On Sept 2nd I rented a car from Dollar Rental which I picked up and returned to the ******************** Airport.I was Offered a toll pass but when I asked about what that was for, I was then asked if I was leaving the ******* Area. I stated no. The attendant said I wouldn't need it. Not being familiar with the ******* area I accepted his advice.Dollar rental should warn customers upfront, before booking a rental where tolls are present that a $15.00 admin fee will be added to each unpaid toll fee.This would allow the customer to make an educated decision by purchasing a toll pass ahead of time or paying the tolls immediately after rental.However, the toll policy is buried on the back pages and not clearly stated upfront at the counter nor when booking online as with the refuel policy which is prominently displayed.Tolls are electronic now can be hard to discern while driving especially if you are not used to driving though tolls.
Business Response
Date: 12/07/2022
Complaint ID: ********
******************** RR#: 834565561
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
We would like to take this opportunity to apologize for your concerns regarding the PlatePass program and for the inconvenience this has caused you

Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. As we are sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. The administration fee is in place to help Dollar recoup our costs from managing the toll program.

After review of your Signed Rental Agreement (SRA) shows you did not opt into the Toll Package that is provided at the time of pick up. If the Toll Package is declined the toll charges would be charges to the customer as a separate bill. All toll charges are applied to the credit/debit card billed on the rental or mailed to the customer within two weeks of the *********************** completion. The administrative fee is billed in addition to the toll charges and per usage day. This information is available in the terms & conditions of the Signed Rental Agreement on Page 4. The contract has been attached for your review and record.
With the above in mind and based on our thorough review, the toll charges are valid. While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed. Please know that we take all customer concerns very seriously and we want to thank you for allowing us the opportunity to review this matter.
Customer Answer
Date: 12/09/2022

Complaint: 18513683

I am rejecting this response because:
As stated previously I was told by the attendant I wouldn't need a platepass. I was not warned up front about the $15.00 admin fee per toll.
This type of fee should be prominently displayed like the refuel and offer of insurance policies.
I believe these tactics are deceptive.

Sincerely,

*******************************
Business Response
Date: 12/13/2022
Complaint ID: ********
Dollar RR#: 834565561

I apologize you do not agree with the charges, however the toll and administrative fees are correct and we stand behind the rental agreement you signed.
Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.

Thank you again for contacting us.
Initial Complaint
Date:12/02/2022
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.
On 12/1/22 I arrived to pickup my rental car that I had previously booked with dollar car rental. I waited in line for an hour and I was told by the employee that the car I had chosen was no longer available. She told me I could wait an hour, or I could upgrade to a mid sized car. She told me it would be an additional $200 and that coverage provided by dollar car rental was required. I confirmed again to ensure it was not optional, and she said yes this is not optional you must have this coverage added. I ended up paying $647 total of which $200 was the additional for a larger car, and $200 for the coverage I was lied to about that I was required to add on, when this in fact is not a requirement. My confirmation number is K2744836989.
Business Response
Date: 12/07/2022
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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW), ******************* Supplement (***), *************************** (PAIPEC), ************************ (PERS), Vehicle Upgrade 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. Please find a copy of your Signed Rental Agreement (SRA) attached.

However, we show you visited the branch on 12/02/22 to have these services removed from your rental contract. Therefore, your original rental was closed out and the services billed for 1 rental day under RR# *********. A new contract under RR# ********* was opened. The final charges billed on this rental do not include any optional services. We have attached the two invoices for your review and record.
Customer Answer
Date: 12/07/2022

Complaint: 18512012

I am rejecting this response because:
Yes, I did sign the contract, I accept my responsibility in not reading it fully. I might suggest that Dollar Car Rental accept responsibility for their employees deception in verbally telling me that this coverage was required(which is not true).
I also do not accept this response because I should not have been charged the additional $50 for a larger car, as the car I had reserved was not available. I would appreciate this $50 charge to be refunded. The larger car should have been provided at no additional cost.

Sincerely,

***************************
Business Response
Date: 12/07/2022
Complaint ID: ********
RR#: 105631260

Your reservation was for a manager's special. Booking this car class will have a special set 'low' rate. The renting location will advise and issue whatever car class/model they have most available upon your arrival. Should you decline the vehicle offered you are subject to an upgrade fee to received your preferred vehicle.
While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
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:12/01/2022
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.
Today, on November 30, 2022 I arrived to pick up the vehicle I reserved. Upon arriving I heard one of the reps ****** a different customer because there were no cars Available. I was then told that the car I reserved was unavailable and they didnt know how long it would be. I watched them do the same thing to the next 5 customers after me. As a customer I should not be charged because the business does not have availability. I have paid for the upgrade fee after waiting over ************************************************************************************************* and seems horrible. Im requesting a refund for the ****** charge of $20 be refunded to my account. This only happens at the ********** dollar location
Business Response
Date: 12/06/2022
Complaint ID: ********
******************** RR#: 105242631
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 vehicle upgrade has been applied to the card used on this rental. Please allow up to 5-7 business days for the credit to be reflected on your account.
Initial Complaint
Date:12/01/2022
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 rented a car from Dollar Rent a Car through Priceline. When reserving the rental on Priceline in advance, I paid extra for collision damage coverage. My receipt from Priceline very clearly laid out a total cost, while also breaking down how much would be charged to my credit card in advance, and how much of that total I would be charged when picking up the car. Upon arriving at the Dollar Rent a Car counter, it was closed and I was directed to another company's counter instead to pick up my vehicle. I gave them my info and declined any additional services or charges they offered me. At their request, I then signed a blank electronic keypad, assuming that was necessary to prove I picked up the car and consent to the amount I'd agreed to pay upon arrival and furnishing my credit card, per my previous receipt from Priceline. They didn't tell me what I was signing for, or that I would be charged any additional amounts beyond what I agreed to. After signing the blank electronic keypad, they gave me the keys and some paperwork. I didn't look at the paperwork until after returning the car and returning home to find unexpected charges from Dollar on my credit card. I then looked at the receipt they'd given me upon leaving the counter originally and there were itemized charges for "Loss Dmg Wvr" and ***************** which I didn't ask for, approve, or agree to. I disputed the difference between what I should have been charged at pickup and what they actually charged me with my credit card. The credit card company agreed with me in my dispute. Dollar then proceeded to send me multiple invoices for the unapproved amount the credit card company gave back to me after approving my dispute. Then they prohibited me from ever renting from them or their affiliated companies again (via mailed letter), and then sent me to collections, even though I emailed them to avoid that happening and continue to resolve the dispute with them directly after opening those lines of communication via email in the dispute process. Their collections agency is now telling me that my electronic signature on the blank keypad upholds my consent to the unapproved and unauthorized charges they made to my card without notice or consent and that it's my obligation to look at the receipt before I leave the counter or I'm stuck owing them for the amounts I had no idea they were charging me for things I didn't want, need, or approve. This is fraud and businesses shouldn't be able to extort money from people for things they didn't ask for or approve and then act like it's the consumer's fault they got charged for such things.
Business Response
Date: 12/06/2022
Complaint ID: ********
******************** RR#: 580284541
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) and ************************ (PERS) 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 is provided in the rental sleeve, before departing the facility.
With the above in mind, the charges billed are considered valid and a refund not warranted. Our records show that a dispute was initiated with your credit card company and a chargeback received. Please note, adverse charge disputes do not mean the charges are not valid and in no way alleviates the renter of responsibility of these charges. The amount of $326.16 remains unpaid, because these changes are valid you will need to contact our collections partners, ********************************************, directly at ************** to settle these charges.
Customer Answer
Date: 12/06/2022

Complaint: 18484988

I am rejecting this response because: As I already told Dollar customer service and the collections agency you retained to come after me for the unapproved charges, I didn't sign for those charges. I signed a blank keypad upon request, I wasn't told what I was supposedly agreeing to, and I shouldn't be charged for added services I either wasn't asked if I wanted or actively declined upon request. It is not my responsibility to make sure you don't charge me for things I didn't ask for. As a business, it is your responsibility not to extort your unwitting customers by sneaking charges on their bill and then saying they signed to approve them when they didn't. After doing some research, I have become aware that this predatory practice is one you employ regularly. I have also become aware that you've dropped your claims for such unapproved charges or refunded them in the past, as evidenced here on other claims visible on BBB site. That is all I am seeking here, to drop your collections claim for the unapproved charges you made.

Sincerely,

***************************
Business Response
Date: 12/08/2022
Complaint ID: ********
******************** RR#: 580284541
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. As previously advised, a copy of the physical rental contract is provided to all customers before departing the facility. It is the customers responsibility to review the terms of the contract before leaving so that any questions or concerns may be resolved. 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:12/01/2022
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.
I reserved a car with Dollar to pick up at the *********** airport. When I got to the airport they said there were no cars available and that I could wait for a car to come in. Unfortunately, that was impossible for me to do as I was flying into *********** for a family emergency and I had to get straight to the hospital. It was a matter of life and death. I said I had to leave NOW and was assured at the counter that I would not be charged as I was NOT receiving any car and I took a LYFT to the hospital where my parents were both fighting for their lives. Dollar made this trip frantic and more than inconvenient. They also had the nerve to add the charge to my credit card. Now I am stuck trying to dispute the charges with no way of doing this through their website. I will never use this company again.
Business Response
Date: 12/06/2022
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 inconvenience or frustration caused when our location in *********** was unable to secure your reservation with a rental vehicle at the time requested. Our records show at the time of booking, a Pay Now rate was selected. As such, the charges for your reservation were processed at the time of booking and not at the rental counter. When a vehicle was not provided, resulting in the rental not taking place, the reservation was not cancelled. As such, the prepayment was not refunded. At this time, we have processed a full refund of the prepaid charges to the card originally used. Though processed today, please allow **** business days for the credit to show on your billing statement.

Customer Answer
Date: 12/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and assuming that the refund is received by me as indicated, this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:11/30/2022
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.
I planned a trip to ******* from November 11th, 2022 through November 14th, 2022. I had reserved a rental vehicle from Thrifty through a third party company called Beneplace, schedule for pickup on 11/12/22. I scheduled it for pick up in 11/12/22 because I landed at 11:00pm in ***** airport. I stayed at the doubletree hotel near the airport and in the morning of the 12th I headed to Thrifty car rental to pick up the car that I reserved. I arrived at Thrifty sometime at about 9:30am and there was a really long line. I had to wait for over an hour to reach the front desk. Once at the front desk I went through the rental car process (provided drivers license, credit card, go through optional purchases like insurance). After the process, I was told there was no car available for me and I was told Id have to wait until one arrived (Thrifty employees couldnt even give me an estimated timeline for when a car would come in). I waited an extra ************************************************************************************** waiting for their cars. At this point it was about 12:30 PM. I tried reaching Beneplace one more time and they told me that they couldnt do anything to help me. I went over to Payless Rent a Car instead and I had to rent a more expensive car because Payless had many cars available. I have been trying to get a refund from Thrifty through Beneplace and I am having no luck. I am being told that I need to provide my flight boarding pass in order to get a refund. Since my boarding pass was sent to me through a link from American Airlines. The link is no longer valid (I have no access to it since the flight already happened). I tried getting a copy from American Airlines and they told me they couldnt do it. Regardless, I dont see how a boarding pass would be a requirement for a rental car refund, when it is impossible to obtain after the fact. Especially because I paid for a rental car that Thrifty didnt even have. It sounds like an elaborate scam.
Business Response
Date: 12/05/2022
Complaint ID: ********
Res#: K23938684C3

Thank you for contacting us. We appreciate the opportunity to assist.
Please accept my sincere apology for any inconvenience you encountered due to the wait upon your arrival. A review of our records indicates the 3rd party company contacted our ****************** on 11/14/22 to verify if you used the reservation. They were advised via email on 11/21/22 that the vehicle wasn't rented, therefore we would not bill for the reservation. As we have advised them properly it is up to the 3rd party to process 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.

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Dollar Car Rental is NOT a BBB Accredited Business.