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

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

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Rent A Car

  4501 Abbott Dr Omaha, NE 68110

• 

  Dollar Car Rental

  2055 Alcoa Highway Alcoa, TN 37701

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:11/28/2022

  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.

  We rented a vehicle for 11/6 -11/11 from Dollar Rental through Priceline, Record #*********. Pick-up and return at ****** ** Airport. Rental rate was for one week including unlimited miles. ***** estimated charges were $322.20. Credit Card authorization in the amount of $322.00. Due to a ground stop at ******-******** Airport our return flight with AA was cancelled. AA could not reschedule our trip out of ****** that day, and asked us if we could drive to a different airport. We researched flights and booked a flight out of *************************** later that evening. We called Dollar to let them know we needed to return the car to *********************, and they told us there would be an additional charge. We returned the car @ approximately 8 pm. At 11:34 pm that evening I received an e-receipt in the amount of $642.91. That is crazy! Instead of charging extra for the return to *** airport, they rewrote the contract for nearly twice as much for the return to a different airport. While we expected an additional charge, we did not expect to be charged DOUBLE the original amount. I contacted the company and they offered a $100 voucher to be used on a future rental. I told them this was unacceptable, that I wanted a refund, and they said they would have a manager call me within 24 hours. No one called. I filed a complaint on their website, but have not heard back from them. They had us over a barrel due to the cancelled flight, and I do not appreciate being taken advantage of in this way. I have contacted my bank to dispute this charge until there is a resolution. I believe an upcharge of no more than $100 would be acceptable for the return to a different airport. Therefore I am asking for a refund of no less than $193.13.

  Business Response

  Date: 12/02/2022

  Complaint ID: ********
  ******************** RR#: 984801801

  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 regarding the charges billed for your rental when the return location was changed to another location. A one-way rental is typically more expensive than a local rental because of the additional costs to handle.  For a variety of reasons, including state laws, we must return vehicles to their state of origin.  We not only experience the cost of transporting these vehicles back to their owning location, but we also lose the opportunity for potential rental revenue while the vehicle is idle and in transit.  Because of the additional costs, our rates have always been set accordingly, particularly our rates for one way, long distance, or short duration periods.  

  Our records show on 11/11/22 our Rental Extensions team was contacted for assistance with changing the return location of your rental contract from ****** to *************. Before this change could be confirmed, the new weekly rate of $570.39 was confirmed and additional authorization for the funds was required on your charge card in the amount of $321.00. 

  Based on this information, we show the correct weekly rate was applied and an adjustment is not warranted. 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: 12/02/2022

   
  Complaint: 18464403
  
  I am rejecting this response because:

  The vehicle did not leave the state of origin, and the higher cost was ridiculous. How can you justify a cost that was higher than my plane fare across the country round trip?  And you were paid for an entire week for 6 days use.  If you chose not to refund part of the money I will never ever use Dollar again.  What a rip off.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2022

  Complaint ID: ********
  ******************** RR#: 984801801

  This correspondence is being sent in response to ************************

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

  Customer Answer

  Date: 12/13/2022

   
  Following complaint #******** with Dollar Car Rental and on 12/7 they debited my card for an additional toll charge for $23.00. Are you kidding me ? What next? I did not authorize this payment. I am fearful that they will continue to debit my card for who knows what.

  Dollar needs to refund the $23 and expunge my credit card information from their database.

  Business Response

  Date: 12/15/2022

  Complaint ID: ********
  ******************** RR#: 984801801

  This correspondence is being sent in response to ************************ 

  We apologize for any confusion or concern caused by the toll charge received. 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. 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.
  
  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 per toll in addition to the toll charges and is in place to help Dollar recoup our costs from managing the toll program.. 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. We have also attached the toll invoice with an itemization of each individual toll billed and accompanying administrative fee. You may also visit www.rentalcarticket.com to view this invoice. 
  
  With the above in mind and based on our thorough review the toll charges are valid. We do regret for any inconvenience this matter has caused you.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18464403
  
  I am rejecting this response because: Dollar is doing nothing to accomadate me in any way.  That is not GOOD customer service.  I will never use again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/28/2022

  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 vehicle from Dollar Rent-a-Car from 08-02-22 to 08-06-22, under rental agreement 679072240.During my rental, I apparently incurred in a toll fee charge for $4.40, which I will not deny for this puposes. I received a notice letter with letterhead from a "Dollar - ATS ********** Services, LLC", dated Aug 11th 2022, charging $45 for administrative fees. When I rented the vehicle, I was clearly told by the Dollar clerk that I would simply be "charged in my credit card any toll fees" if I incurred in them, so I find this bill as highly questionable and exploitative.When I log into the webpage provided in the letter for details and to confirm that it is a legitimate charge, it only points me to the payment processing page, with no details as for what toll I incurred or at what time. When I call to the phone number provided in the letter **************, I repeatedly get a "your call cannot be completed at this time, please try again later" message. I have been trying for several days now with the same result.This is a very abusive practice that is not similar to any other experience I have had with other car rental services that must be stopped immediately. The fact that there is no way to contact the service provider is even more aggravating.ATS ********** Services LLC is not a BBB-listed entity, which is very questionable as well.

  Business Response

  Date: 12/02/2022

  Complaint ID: ********
  ******************** RR#: 679072240

  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 concerns caused by the additional billing incurred for tolls during your rental. 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.

  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. 

  In addition, we have attached the invoice from American Traffic Solutions (ATS) showing an itemization of the toll charges billed. This information can be found by visiting www.rentalcarticket.com and inputting the requested information. 

   

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18460067
  
  I am rejecting this response because, per your response: "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."

  You already had my credit card connected to my rental, and instead of making the toll fare charges directly to it, you instead passed them on to your collections agency.

  I am perfectly fine with paying the toll fares.  I am in complete disagreement with paying your excessive and abusive collection (administrative) fees!!!

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

  Business Response

  Date: 12/06/2022

  Complaint ID: ********
  ******************** RR#: 679072240

  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, all information regarding tolls, including associated administrative fees, is outlined in the rental contract which was provided with our previous response. 

  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:11/28/2022

  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 in **. Due to construction ****** maps routed me on a toll road. I followed those directions and was willing to pay any charges owed to the state. Instead of sending me a bill they sent a request to pay them $15 PER TOLL that occurred. The total of all tolls is $8.15. "Administrative charges" are $90. This is clearly gouging to charge $15 for a 63 CENT toll. If they wish to offer a REASONABLE handling charge i will pay it. If they wish to *** me for a $98 charge so be it.

  Business Response

  Date: 12/13/2022

  Complaint ID: ********

  RR#: 969491095

   

  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 (see attached pages 4 - 5) provided at the beginning of each rental. 

  A review of our records indicates you contacted our Toll Processor on 12/09/2022 and they offered you via email as a courtesy to reduce the administrative fees by 50%, however they have not received your response. 

  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:11/28/2022

  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.

  I reserved a rental from dollar rental and Priceline for $283 for 11/18 when I picked it up I was asked about insurance and I declined insurance and stated that I already had insurance. He then said OK so just the standard, I said yes (thinking he meant standard rental w/no ins) and he proceeded to tell me about a $200 hold and gave me my paperwork. I noticed that there was a charge for 403 from dollar rental and a charge from 283 from priceline , when I reached out to Priceline to tell them that I had been double charged, they began to investigate and got back to me and told me that the 403 charge from dollar rental was insurance. Upon providing the breakdown for me that the rental company did not provide at the time I was at the counter, I noticed that standard meant standard insurance after I already told him that I was going to use my insurance. I thought that standard meant just a standard rental and not another level of insurance. The representative did not break down what standard meant, and did not provide an explanation upon handing me my contract. I reached out to Dollar to rectify the situation, and they told me to go back to the airport to talk to them. When I went to the airport, I spoke to the manager and she informed me that simply because he highlighted the information that he did his job she said she was not able to refund me the $174 even though I was not properly informed. When he highlighted the paperwork, he did not explain to me anything about the insurance he just explained the deposit that was going to be held. I wanted to extend the rental and ask if that $174 can be applied to the extension until Sunday since that extra charge maxed out my credit card she told me she could not reverse it since I agreed to it I kept telling her I did not but she said well you signed and agreed even though I told her I was misinformed. So theyre forcing me to keep insurance I dont want just to extend. I even declined coverage on Priceline.

  Business Response

  Date: 12/02/2022

  Complaint ID: ********
  ******************** RR#: 100595025

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

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

  Based on your correspondence, we have decided to issue a refund for the *** charges.  A credit of $405.88  has been issued to the account billed. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.  We are sorry this situation occurred and we appreciate the opportunity to take corrective action on your behalf.  
  

  Customer Answer

  Date: 12/04/2022

   
  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:11/18/2022

  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.

  Transaction date: 17 Nov 2022. Dollar Car Rental, ******************. Car class/size reserved was unavailable. Staff only offered an "upgraded class" at a significant cost. I insisted this was not acceptable, to no avail. I, along with four other guests, were made to simply wait until cars became available, even though we all made reservations, and by that time, had handed over our credit cards. Guests next in line were offered the exact same option: wait an undetermined amount of time, or pay extra to skip ahead of others, regardless of reservation status. Dollar Car Rental staff also repeatedly insisted "so you do want the extra coverage?", regardless of how many times I said "no thanks." They continue to make attempts to get every nickel out of any unsuspecting customer they can.

  Business Response

  Date: 11/22/2022

  Complaint ID: ********
  ******************** RR#: 100013174

  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 to you upon your arrival to our location in **********. Rest assured, your concerns will be shared with appropriate management for their review and corrective action where deemed necessary. 

  Our records show your reservation under confirmation K30834542B2 was scheduled for pick-up on 11/17/22 at 12:00h for a ***************** Sedan. We have confirmed your rental contract started on 11/17/22 at 12:26h and a complimentary upgrade from a ***************** Sedan to a Class Q4 - SUV was provided.  Attached is a copy of your signed rental contract and final invoice for review and reference. 

  We have also confirmed no additional charges for coverages were incurred on your rental as well as the confirmed daily rate of $43.25 was honored on your reservation. 

• Initial Complaint

  Date:11/17/2022

  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 the day of my rental I had worked as a medical doctor until very late. I showed up to the *************** airport exhausted to pick up my reserved vehicle which I thought was for a ***** Suburban. On arrival I was told that my reservation was for a GMC Yukon, slightly smaller than a Suburban. I was also immediately told when I arrived around 9 oclock at night that its a two hour wait to get a car. I explained that I had a reservation at which time she said it was irrelevant and that she was instructed to tell everyone its a two hour wait because they were short on cars. She said that she had several people on the waiting list trying to get their vehicles. I told her that I was exhausted and theres no possible way I could wait two hours. She said if I was willing to pay for an upgrade then she could give me a vehicle right away. That was an additional two hundred dollars a day. Then she changed it to one hundred a day. I Ended up having to pay $1108 for a three day rental. It was not only $300 extra to upgrade from a Yukon to a **** Expedition but I was also charged more than my original Priceline amount of $740.80. The attendant was nice and said that she was following instructions and apologized to me. I will tell as many people as I can about what happened to me so they dont go through this. I feel that I was part of a rip off scam. If I was able at the time I would have left.This morning I called Dollar customer service and the woman I spoke with told me to file this complaint. I believe that this is a very manipulative way to ***** people out of their money. I respectfully request to be refunded. I did not know that Dollar Rental Car is owned by *****. Im very disappointed because *** never had an experience like this with them before.I wish I would have looked at ****** reviews prior to my selecting Dollar Rental Car. It seems that there are so many complaints identical to mine submitted by other customers with the same concerns.

  Business Response

  Date: 11/25/2022

  Complaint ID: 18417197
  ***************#: unknown

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

  Thank you for allowing us the opportunity to address your concerns.  I sincerely apologize for any inconvenience you may have experienced with your recent rental vehicle.  At Dollar, we aim to provide the highest level of service before, during, and after a rental. I appreciate the time you have spent reporting this to us. Please provide us with your 9-digit Rental Agreement number or 11-digit Reservation number so that we may further assist you.  Once this information is received, we will begin our investigation as expeditiously as possible.
  
  Please know that we take all customer concerns very seriously.

• Initial Complaint

  Date:11/17/2022

  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 scheduled a car rental for my trip to ************. I was given a confirmation e-mail(attached) that showed an estimate of $128.52. Upon arrival, I told the representative that I did not want any add-ons or any additional packages. On the invoice you can see where some of the extras were declined by me. He gave me a invoice(attached) for $212.26. I questioned the significant change and he stated that there is always a large difference from the app quote. It was approaching 10:00pm, so I accepted the invoice. I was later charged $226.45 which did not match my invoice. I contacted the company and they told me I was charged an additional fuel fee. I disputed this and showed them my receipt from the gas station on the morning of my car return that confirmed I refilled the tank to full minutes before my arrival. This business tactic alarmed me and after further investigation I saw I was charged an "LDW" of $33.99 per day. I had to ****** this, and it appears to be an add-on package and I specifically stated I wanted no additional insurance or extras. This along with them trying to add additional fees has concerned they are practicing deceptive fee add-ons. I would like to only be charged my initial quote of $128.52 and not the $226.45 that I was charged. I would like a refund of the difference as I feel they were being deceptive. Why would I decline only some of the add-on packages but keep the most expensive? Why was I charged a fuel fee when I filled the tank minutes prior to my return arrival? These seem like very shady business tactics and I would like this to be resolved.

  Business Response

  Date: 11/18/2022

  Complaint ID: ********

  RR#: Y50920984

   

  Thank you for contacting us. We have reviewed your rental with the local ********, ** management. They have advised the fuel charge was refunded on 11/15/22 and can take 4 business days to post to your account. In regards to the Loss Damage Waiver (***) please be advised per the attached signed rental agreement you did sign and agree to accept this option.  I have also attached your corrected rental invoice. 

  As you accepted the *** we respectfully decline your request for a refund of this option. 

  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:11/17/2022

  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 a rental car from Dollar Car Rental *** on October 25, 2022. The ** Number *********. At the rental counter, I informed the agent that there was a 50% chance that we might need to one-way the car to *********************. The agent informed me that it would be perfectly fine. I showed the Dollar agent that the website displayed a ****** USD price increase when you one-way a car from *** to *********************. The agent informed me that the ****** USD would be the one-way fee from Dollar Car Rental. We decided to return the car to ************* after 19 days, instead of ***. The original return to *** invoice was ****** USD. The invoice we received after returning the car to ************* was ******* USD, which increased my original invoice by ******* USD for the one way to *********************. The counter agent misinformed me at the start of the rental by informing me that the website price difference of ****** USD would be the one-way fee. I would not have returned the car to ********************* if I knew it would increase my rental price by ******* USD. I find it wrong to advertise a ****** USD price difference on the dollar website for a one-way, and then charge ******* USD when you decide to do it after you picked up the car. I have checked the Dollar website multiple times before and after my rental. Each time you change the return location as a one-way to *********************, the price difference is exactly ****** USD. It doesn't matter what date you put in each time you change the return location to ********************* for a 19 day rental, there is exactly an ****** USD price increase. I have included evidence from the dollar website showing the ****** USD price increase.

  Business Response

  Date: 11/18/2022

  Complaint ID: ********

  RR#: 969837234

   

  Thank you for contacting us. I apologize for any misunderstanding. Unfortunately we cannot substantiate a verbal conversation, therefore we rely o the signed rental agreement (SRA) to verify your understanding. Per your SRA you were scheduled to return to vehicle to ***********, ** on 11/01/22. The vehicle was overdue from 11/02/22 until you called on 11/13/22 to advise you would return it same day. There was no request at that time to change the return location. In accordance to the rental terms and conditions you are subject to a rate increase. Based on this information we respectfully decline your request for an adjustment. 

• Initial Complaint

  Date:11/16/2022

  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.

  I rented a vehicle through a 3rd party. I was then later on charged on my credit card for $400+ I disputed the total amount with my credit car. I believed it was resolved. I later with NO PRIOR contact (phone, email, mail) received a phone call from collections stating I owed HERTZ (dollar is under them) Money for "damages" I asked what damages and nor the company or the collections agent were able to tell me what damages. I spoke with both collections and Dollar representative on 10-26-22 and was told they would reach out either through email or phone. I have not received either communication. I asked for a receipt because I was never emailed one although they said they would. I am upset and this has caused damage to my credit and it was been stressful. The receipt I received on 10-26-22 is charging me damages (which there was none) and its charging me for a booster seat which I specifically stated I did not need one. I had my own. I want this to be resolved as soon as possible and with no damage to my credit.

  Business Response

  Date: 11/22/2022

  Complaint ID: ********
  ******************** RR#: 655800025

  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 for the cleaning/detailing fee. 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.

  After a thorough review of the details of your rental, we have determined an adjustment of the invoice is warranted. However, of the total charges billed of $710.92, we received a partial payment from your bank in the amount of $482.00 on 8/06/22 leaving an outstanding balance of $228.92.  In addition to this, we also received a chargeback from your bank in the amount of $322.00 on 08/16/22 for a total amount in chargeback of $550.92.  With this in mind, the adjustment for the cleaning fee is $400.00 which we will ask our collections team to waive this amount from the outstanding balance due. Once completed, the balance of $150.92 will remain an outstanding balance due. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18403966
  
  I am rejecting this response because:

  my rental was for the amount of 156 and change. I NEVER used a car seat which I am being charged $98. I never returned the car dirty nor was there any type of smoking. My rental fee was for $157 and i paid $160. I dont understand why I am being charged more. You are more than welcome to look back at the cameras and audio and rejecting the car seat as I brought my own. I have been honest and paid what I originally quoted per third party AAA

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

  Business Response

  Date: 11/30/2022

  Complaint ID: ********
  ******************** RR#: 655800025

  This correspondence is being sent in response to ******************** 

  We apologize for any frustration caused, we have been unable to confirm a refund of the child seat was promised. However, we show your AAA discount code applied which allows for a free car seat on the rental contract. Therefore, we are requesting our collections partners adjust the child seat and cleaning fee from the balance. If there is still an outstanding amount due, we will notify you for processing of the payment. 

  Customer Answer

  Date: 11/30/2022

   
  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,
  
  *******************

   

  ** I truly do appreciate all the help*** this has unfortunately been frustrating but great ful we could have good communication 

• Initial Complaint

  Date:11/15/2022

  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.

  My rental record # ********* Vehicle 2018trax License: ** ****** 9/**/** ORL 9/**/** JAX The second day we had the car we came out of a restaurant we had been in for 30 min and the battery was dead. Called dollar roadside assistance and was able to finally get someone to jump it 1.5 hrs later. The dollar rep I spoke to on the phone informed me there were no places to switch the car out nearby so I needed to take to auto parts store and have battery checked so it didnt die again. She also said that if the battery needed replaced keep the receipt and I would be reimbursed by Dollar I just needed to explain the situation when I returned the car. The next day I went to autozone and when we opened the hood the battery was smoking and battery acid was leaking from the battery. When I got to the airport to return the car and explained that I needed a refund for the car battery, I was told nothing could be done to reimburse me because I rented the car from ******* and returned to ************. I have called ******* several times and cant get any help. I called customer service and they were able to reimburse me for the collision care charge I didnt agree to but told me to email the customer service email for the reimbursement of the car battery. I emailed the customer service email : *************************** and attached the supporting documentation and they replied - I see your account was credited for $116.15. They assumed that was for the car battery when in fact it was for the erroneous collision coverage charge. I replied and explained that was for the collision coverage charge and the battery was $220.94 and asked to have a manager call me and still have not been able to get in touch with anyone that can help me. I am very frustrated because I paid for a battery for their rental car at their direction and can not get my money back. This has been so much trouble and we wasted a day of our trip on repairing their car, I deserve a full rental refun

  Business Response

  Date: 11/17/2022

  Complaint ID: ********

  RR#: 914213576

   

  Thank you for contacting us. I apologize for any misunderstanding. A review of our records indicates a refund of $220.94 for the battery replacement was processed on 10/18/22. Although processed on 10/18/22, it can take up to 7 business days to post to your account. Attached is your refund receipt.