Complaints

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

close

Find a Location

Dollar Car Rental has 305 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dollar Car Rental

  8501 Williams Rd Estero, FL 33928-3325

• 

  Dollar Car Rental

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

• 

  Dollar Car Rental

  6327 AVIATION DRIVE Sacramento, CA 95837

• 

  Dollar Rent A Car

  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:11/11/2022

  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.

  On October 8, 2022, my father rented a car from Dollar at the ********************** under the "manager's special", which states "get a compact car or larger for a compact rate". His week long rental was supposed to be $215; however, it ended up being almost $700 because when he arrived in ************** he was told that that vehicle was unavailable and he either needed to wait 2 hours or pay the an up charge for a larger vehicle. Due to the nature he was there, which was a family emergency, he did not have two hours to wait. He signed to get his car and go. This is a bait and switch tactic because he booked the manager's special which clearly states or larger for compact rate. I have issued the complaint with Dollar and asked for escalation to management, which never happened. They did agree to refund half of the up charge, but that is not acceptable. Had he booked anything other than the manager's special, this would not be an issue, but they should honor the manager's special and refund the full up charge. The only resolution is for Dollar to stop their bait and switch practice and refund the full up charge to my father but additionally they need to ensure this isn't a standard business practice of fraud via bait and switching customers with the ruse of a manager's special.

  Business Response

  Date: 11/11/2022

  Complaint ID: ********

  RR#: 962120762

   

  Thank you for contacting us. We appreciate the opportunity to assist. 

  When the reserved vehicle class is not available upon your arrival there should be no upgrade fee applied. A review of our records indicates our **************** issued a refund for 50% of the upgrade fee in the amount of $225.71. I have issued an additional refund of $275.85. Please allow 7 business days for the refunds 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: 11/11/2022

   
  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:11/10/2022

  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 rented a car through ************* on ****. I was supposed to have the car through ****. I arrived to the airport and waited in line for over 2 hours to pick up the car. When I got to the front of the line I was informed that dollar was "not honoring same day reservations" despite the fact that I had paid in full for my vehicle. The employee also told me that people who did have reservations were still going to have to wait an additional 2 hours. I called ************* immediately after being told this and was informed that because Dollar canceled I would receive my money back. Fast forward to now, I am being told by ticketatwork that Dollar is denying the claim because they reported that we were a no call no show which is a lie. I want to be clear that ************* has numerous documented conversations and has done their best to rectify the situation. They offered a gift card to their website that can only be used at limited retalors on their site. Dollar Car Rental is refusing to refund for a service I never received. The is video footage all over the airport that can not only prove how long the line was but also that we did in fact show up and that we did not cancel but they infact chose not to honor my reservation because they did not have any vehicles.

  Business Response

  Date: 11/10/2022

  Complaint ID: ********

  Res: K23140726D5

   

  I apologize for any misunderstanding. A review of our records indicates our ************************ advised the 3rd party on 09/13/22 that the vehicle was not collected and the 3rd party was not billed for the reservation. Unfortunately as we have notified them of the correct information it is up to them to refund your prepaid amount. 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18377834
  
  I am rejecting this response because:
  

  From my understanding there is ************* (whom I purchased through) and Dollar are the only parties involved.  I immediately called ************* and informed them on the day of that Dollar (not me) was canceling my reservation and was told that I would receive a refund.  After numerous calls, ************** later reported to me that they cannot honor my refund because Dollar reported to them that we were a no call no show which is not true. Based on what you stated, the vehicle not being collected would be considered a no call no show in which case I would not be eligible for a refund. If what I am reading is correct, it sounds whomever this 3rd party is reported to Dollar that we did not show up and Dollar therefore told ************* that we did not show up and therefore are not entitled to a refund so it would make sense why ************* will not refund my money because Dollar is stating that we aren't eligible for one. If you look at that location that day, there were dozens of others who had the same problem. The staff reported that they did not have enough vehicles and were overbooked. They let people wait in line for 2 plus hours just to not be able to honor reservations instead of making an announcement. I would not be going through this level of aggravation if I in fact, canceled on my own.   As this point, I would just like to know who charged me and how I get my money back for a service I did not receive through no fault of my own.

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

  Business Response

  Date: 11/10/2022

  BBB Case 18377834
  Res No: K23140726D5
  
  This is a response to ****************************
  
  Could you please provide a screenshot and/or receipt of what you were charged?
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18377834
  
  I am rejecting this response because:

  Hello. Attached are my charges. The initial charge. I then filed a dispute with my credit card company and they issued the provisional credit. Then the charge was then posted again in October. They are posted as ************* charges because that is what they were purchased through but just to reiterate,  they have reported to me that are not authorized to give me a refund based on the fact that Dollar reported us as a no show which makes me ineligible for a refund. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/11/2022

  Complaint ***********

  RES: K23140726D5

  Thank you for contacting us. 

  As advised we do not have access to the third parties billing system and are therefore unable to refund you for the prepaid amount you paid to Travel at works. Our records show our Prepaid customer service advised the third party on 9/13/22 that the vehicle was not picked up. You would have to contact them for a refund. It is up to them if they will refund you per their policies. I regret we would not be able to override their decision. 

   

  Thank you for reaching out and allowing us to review your concerns

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18377834
  
  I am rejecting this response because:

  The 3rd party has been referred to several times and I stated that I do not know who that is so I am unsure how I am supposed to contact them for a refund? The only parties to my knowledge is Dollar and ***************.  Who can tell me who this 3rd party is. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2022

  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 complaint is re a claim filed by Dollar on 9/27/2022 for a windshield chip on a ****** Corolla. When I checked out this vehicle, the agent who did my inspection was rushed and due to the congested nature of the parking lot, he also rushed me. He also appeared to be on drugs and I felt uncomfortable lingering in the parking lot. Thereafter, when I checked my car in, the agent pointed out a chip on the windshield that was hardly visible to the naked eye. He knew exactly where to look and did not notice it as a result of a walkthrough. It was suspicious and not in good faith. I would like to request pictures of the windshield with a time stamp at the time of my check out. And if they are not available, I request Dollar rental car to remove the claim in light of the circumstances.

  Business Response

  Date: 11/10/2022

  BBB Case 18377024
  
  This is a response to ************************
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We have also been unable to locate a reservation confirmation by using your provided email address or phone number. We would like to make a meaningful investigation into this matter but will need more information to do so.  Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with H or J).  Once received, we will be able to further review your concerns.
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/10/2022

  Dollar rental invoice number is U26763995

  Business Response

  Date: 11/14/2022

  Complaint ID: ********

  RR#: U26763995

   

  Please be advised our *******************, ** location is a franchise location. We reached out to their team for assistance. They provided the response below.

   

  When customers pick up the vehicle, we walk around the vehicle with them and note any damage and then have them sign the damage slip. It is not a long procedure, but we do give the customer plenty of time to note any damage.  The parking lot is directly in front of the building, the customer has every opportunity to come inside if they need us to make any notes on damage slip after the inspection process.  The customer picked up just before noon, when there were several workers present, if at any point she felt uncomfortable she could have asked for a different agent.   She even asked the agent during the inspection process if he needed glasses, clearly pointing out damage.  We do not take pictures at time of pick up since we are physically walking around the vehicle with the customer present.  Customers do have the option to take pictures themselves. 
  
  Upon return of the vehicle, a different agent checked in the vehicle, and noticed a chip in the windshield.  He advised the customer and had them fill out an incident report. The customer signed the incident report at time of return.

• Initial Complaint

  Date:11/08/2022

  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 picked up a rental car on Thursday, October 27. When asked by the rental agent whether I wanted and "special loss/damage coverage or just the basis" i said no, meaning i didn't want to buy can coverage from Dollar at all. It was not until later that evening or the next morning that I realized that the agent had charged me $41.99 a day, $293.03 in total, for loss damage coverage. I tried to call and email dollar to get that removed immediately and was first told there was nothing they could do while the contract was open, to speak to the manager when i returned the car and then was told to call the Dollar branch directly to deal with it, but the Dollar branch did not have a published direct phone line, only the general 866 number that i already had called. I was sent and email and a claim was filed with Dollar telling me to let them know if the branch did not resolve my issue. I returned the car Thursday, November 3, was told the manager would email me about my concern, but now have been billed the full amount and have heard nothing from the manager.A couple of PS': 1. I believe dollar was sued for this exact practice by the ******* attorney general in the mid-2010s; 2. The agent also asked me if i wanted a sunpass for paying tolls, which i said yes to, but she did not tell me that dollar was going to charge my ***** a day for the sunpass (total of $54.99) rather than just charge me for the tolls that i actually incurred like every other car rental company i ever have used (maybe $10 total). My mistake for not clarifying that point, but a very deceptive practice, although not almost fraud like my issue with the damage coverage.

  Business Response

  Date: 11/08/2022

  BBB Complaint: 18370121
  RR# *********
  This is in response to *************************,
  

  We regret any misunderstanding regarding the charges billed to your account, upon our review of your rental, I can confirm a credit of $512.79 was issued to the credit card on file on 11/08/2022. Please allow 5-7 business days for processing.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 11/08/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/07/2022

  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.

  I found out after I turn in dollar rental car I was charged 400 dollars I ************************* never smoke in their car since they smelt marijuana I must have smoked in their car I DONT KNOW WHEN THEY CHECKED THE *** IT WASN T WHEN I WAS ON THE PROPERTY ONLY TIME I SMOKE WAS OUTSIDE THE *** LIKE WHEN I WAS RETUNING THE *** I WAS SMOKING AS I WAS WALKING TO THEIR OFFICE INSIDE THE AIRPORT ABOUT 1/6 OF MILE AWAY FROM WHAT I GATHER THE SMELL ON ME WAS ENOUGH TO CONVICT ME SO IF THEY SAY THEY SMELL MARIJUANA ON YOU THAT'S ENOUGH BECAUSE I NEVER SMOKE ANYTHING IN THE *** ON 09/ O5 OR 09/O6 WHEN I RETURN THE ***

  Business Response

  Date: 11/08/2022

  BBB Complaint: 18364930
  RR# *********
  

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

  Per our conversation with the Area manager on duty a strong Marijuana odor was detected in the vehicle, as stated to your own admittance you confirmed that you smoked outside the vehicle.
  
  Based on this information we stand by our decision and respectfully decline request for a refund as smoking is not permitted in or around our vehicle per the terms and conditions. However, as a one-time goodwill gesture, I have issued a credit for half off the smoking fee, a credit of $200.00 has been issued to the credit card on your account please allow 5-7 business days for processing.
  
  Please know our decision is final, further requests to revisit this matter will not be considered as we find the matter fully resolved and closed.
  

  Thank you for contacting us

  Customer Answer

  Date: 12/16/2022

   
  DOLLAR DID NOT SEND ANYTHING THEY LIED AGAIN I THOUGT THEY WOULD SEND WHAT THEY SAID THAT WHY I DID NOT REPOND I WOULD LIKE REOPEN COMPLAINT I NEVER SMOKE IN THE *** MY WIFE DROVE THE *** BACK TO AIRPORT I WAS IN AN ENTERPRISE *** *************************

  Business Response

  Date: 12/20/2022

  BBB Complaint: 18364930
  RR# *********
  
  This is in response to ************************** 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. In addition, we do not show an authorized driver was added to the rental contract, therefore the only party contractually agreed upon to operate the Dollar vehicle is the named renter which in this case is *************************. If another party operates the vehicle and is not named on the rental contract,this is considered a breach of contract. 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: 12/28/2022

   
  Complaint: 18364930
  
  I am rejecting this response because:

  Their first response said they would credit me $200 to my card, but I have not recieved it even after checking my bank.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/03/2023

  BBB Complaint: 18364930
  Dollar RR# *********
  
  This correspondence is being sent in response to ************************** 

  The credit of $200.00 was processed on 11/08/22 to the charge card on file ending in xx-****. Though processed on this date, it takes  up to 5-7 business days to show on the account statement. This timeline may vary as it is not determined by Dollar but by your financial institution.  Attached is a copy of the updated invoice showing the remaining total of $255.03 after the $200.00 credit was processed. If you are not seeing the credit at this time, please contact your financial institution for further assistance regarding their refund processing timelines. 

• Initial Complaint

  Date:11/07/2022

  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.

  Me and my wife took our honey moon to *****, we rented a car at Dollar car rental and paid in advanced online for a car. Upon arrival they requested the license of the driver and a Credit Card with the drivers name. This was not mentioned on their website, during the payment processing, or anywhere on the receipt. I do not own a credit card and all of our money is on my wifes debit card and she also has the credit cards. They informed me that I would have to place 500$ down to use a debit card, which I do not have in my bank. They also would not let us change the driver on the rental. We attempted to call customer service where they informed me that we were just unfortunately out of luck. Im filling a complaint because this feels like my liberty and rights are being taken advantage of because they are essentially robbing me and my wife. We offered many alternative solutions and then even asked for a refund, to which we were denied. This is our honey moon and now were stuck in an airport without our rental car that we already paid for.

  Business Response

  Date: 11/07/2022

  Complaint No.: 18363613
  Reservation No.: K30241220F4
  
  
  This is in response to ************************************
  
  
  I am sorry for the misunderstanding regarding our debit card policy and for the inconvenience this caused. Please be aware our debit card acceptance policy has changed. Hertz experiences a higher risk on rentals when Debit Cards are used to secure a rental. We understand some debit cards can pass as credit; however, if the card in question reads as a debit card our agents unfortunately cannot attempt to process the charge.
  
  
  Thank you for contacting us.

• Initial Complaint

  Date:11/04/2022

  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 previously rented with Thrifty at this location and denied all charges for additional options on the car. This time I rented with Dollar, which was at the same counter, and again denied additions for the vehicle. As the agent went through things like tolls, gas charges, or additional insurance I said No so many times that I joked that I felt bad for turning down all his requests. So to see that I was billed $69.98 makes me lack trust in the company. I booked through Expedia so no other fees were to be assessed. Id like my money refunded. The car also was scratched up on the driver side in the back and had black marks on the ceiling in the back on the passenger side which I took pictures of as soon as I got the car. Sliding in fees on customers is not good for business. This is the second time Ive been to ******* in 3 months. With Thrifty in August I had a slight issue with the gas level so this time around I made sure to get receipt for the gas I put in the car to avoid that issue. I dont think Ill use the company again if Im slyly getting charges added while checking in. I would like the money refunded back to my card as I did NOT agree to anything additional being added. There arent even physical receipts given. I explicitly told him No to everything that he asked; I dont even recall there being amounts listed beside the different tiers otherwise when the figure was said I wouldve done the math in my head and questioned it. He told me the deposit hold would be refunded; I was unaware I was charged for more than the deposit. If Id gotten a PHYSICAL receipt I wouldve disputed right then and there. Signing the electronic pad there are no numbers shown; you just sign. There was no reason for me to get extra insurance. I have seen class action lawsuits brought against the company for this very issue.

  Business Response

  Date: 11/07/2022

  BBB Case 18357185
  Res No: 982506523
  
  This is a response to *************************
  
  I apologize for the inconvenience and frustration this unwanted charge *** have brought. I was able to remove the Loss Damage Waiver (LDW) charge and issue a refund of $69.98 to the card on file. Please allow up to 10 business days for the refund to post to your account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:11/03/2022

  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 on October 28, 2022 from the *************** location. I was met at the counter and from the initial contact the agent was using high pressure sales tactics to try to have me upgrade. After declining numerous times he made me stand at the counter for an extended period of time pushing buttons on his keyboard for what seemed like forever. He inquired to optional services I should add (fuel, tolls, insurance etc.) I specifically informed him that I didn't want any optional services as I pay cash at tolls and my personal insurance covers me in rental vehicles. I was then asked to sign the screen which does not show any additional services being added. Later that evening, I received an email showing the rental agreement and too my surprise I saw that additional insurance was added to the contract. I immediately contacted customer service and was informed by ****** that there was no need to worry as he noted my account and upon returning the vehicle I should return to the counter and the bill would be adjusted. Upon returning the vehicle on November 1, 2022, I headed to the counter and was met by *********. ********* looked at the account and informed me that in order to have the bill adjusted I would have had to returned to the counter the same evening I rented the vehicle. She also stated that ****** lied to me and while waving the contract in my face stated that it was my fault. I attempted to further explain the situation and she was nothing short of rude and unprofessional. This is very deceptive business practice, having you sign a screen and adding options I did not agree too. My rental record # is *********.

  Business Response

  Date: 11/03/2022

  Complaint ID: ********

  RR#: 981228242

   

  Thank you for contacting us. Please accept my personal apology for the sales technique used by our agent during your rental. We are proud of the optional waivers and products we are able to offer our customers; however, it is never our intention to present these options in an unacceptable manner. Your business is valuable, as is your feedback. Your comments will be forwarded to the location management for internal review and corrective action as appropriate. 

  In light of this, I have issued a refund for the Loss Damage Waiver (LDW) in the amount of $154.87 to your credit card. 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. 

  Customer Answer

  Date: 11/03/2022

   
  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:11/02/2022

  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 car for a week on October 16th. I paid $525 for the rental (before they issued a $50 credit). The case number to this issue is ********. The initial car I rented had a malfunction light come on. When I contacted Dollar they told me it was safe to drive. It wasn't. I called back and was told to exchange the car in a city 2 hours out of my way...which I had to pay the extra gas at $6 plus a gallon to get there. When I got there, it was late. All they gave me was the keys and a slip of paper. They didn't walk the car with me or give me anything with prior damage listed. That night when I got to my hotel (no stops in between the airport and the hotel) I noticed the back fender was popped out of place and had been flapping. When I looked the whole back end had marks all over it which looked like it had been rear ended. We then noticed that the trunk would not lock. I did not call them back because I was already irritated with Dollar to begin with. For the next 6 days, we had to pop the fender back in place every time we stopped, so I was now paying for a car that looked trashy. We had to take 7 days worth of luggage in each hotel (4 of them) for our entire vacation because we didn't want it left inside the car where people could see. I then had to go to Dollar before my rental was due to be able to speak to someone about the problems because my return wasn't due back until after hours. He told me I would have to call customer service. When I did, all they offered me was a $50 credit or a $100 rental credit. I will never rent from them again so the $100 rental credit is irrelevant. I contacted ***** which is their parent company and they told me the same. They could only offer a $100 credit. All apologies sound the same, which to me says they are all scripted. No one that I talked to seemed to care about any of the extra costs or inconveniences this had caused or try to make it better or make me want to rent from them again. The worst customer service ever.

  Business Response

  Date: 11/03/2022

  Complaint ID: ********
  ******************** RR#: 965428516

  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 at which time a rental certificate was provided. We also show on 11/02/22 contact to our ************ team was made at which time they provided a 25% discount of the rental charges and processed a refund of $118.63. In addition to this credit, we show our **************** team had also provided a refund of $50.00 on 10/24/22 for a total refunded amount of $168.63. We are pleased to see our **************** and ************ teams were able to provide assistance. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18347140
  
  I am rejecting this response because:
  The information you provided is only partially true. I did receive the $50 refund before I contacted the BBB. Only after I contacted them, was a second refund issued. Also, I was never given a rental certificate. I was offered a certificate or the $50. I chose the $50 because I will probably never rent through any of your rental companies again. I contacted your company (Dollar, thrifty and Hertz) through email 5 times with identical automated responses each time telling me I would be gotten back to once it was reviewed. I was never responded to with any other communication other than the "scripted" response. I also contacted ***** through ******** messenger on 10/27 with a response saying it would be looked into, on 10/28 with no response, on 10/30 with a response saying it was still being looked into. I DID NOT send a message on 11/2. I called that morning and was once again offered a rental certificate, which I declined. I asked to speak to a supervisor and was told one was not available and I would be contacted back within 24 hours...which has not happened and it's been over 30 hours since I called. I then contacted the BBB and filed a complaint. ONLY THEN, was I sent a message through messenger saying the second refund would be issued. So when you say you are pleased with your customer service and social media teams, you must have a very low expectation of them because other than "scripted" responses, nothing was done until a complaint was filed with the BBB. 

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

  Business Response

  Date: 11/03/2022

  BBB Complaint: 18347140
  This is in response to *************************,
  

  Please accept our sincere apologies for the delay in response and for the difficulties you encountered during this process.Please rest assured this will be addressed with the appropriate management team for an internal review to prevent future recurrence and determine any corrective action deemed necessary.
  
  Please know that we take all customer concerns seriously and we appreciate you letting us know of your experience. Please do not hesitate to reach us directly for future inquires.
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 11/05/2022

   
  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:11/01/2022

  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 through Priceline. Priceline gave an estimated cost of $127 for a two day rental. I get to the checkout at Dollar and they ask if I want some type of insurance and I opt in, the total they tell me is $171, which I pay. I thought this was the Priceline cost plus some local taxes and the insurance, but they were actually charging me an additional $171, which they refuse to refund. I am now out a total of $300 for renting a car for not even 40 hours. I believe Dollar was being intentionally misleading, how could the insurance for something cost more than the thing itself

  Business Response

  Date: 11/02/2022

  Complaint ID: ********
  ******************** RR#: 915390162

  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) and **************** Services (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.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the **** ***, PAIPEC and PERS  in the amount of $171.94. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Dollar, but by your financial institution.