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:10/31/2022
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 had a reservation (K1193039495) for a standard SUV for 7 days. When we checked in at the Dollar desk, we were told that they did not have the car, but we could rent a larger upgraded SUV for $250/day versus the original $117.24/day. The following day we reviewed all of our paperwork and noticed that Dollar were charging the $250/day on top of the $117.24/day. We called Dollar customer service and spoke to "***". We explained our situation that we were not going to pay $367/day when our original reservation was $117/day. We said we wanted to return the car and explained where we were currently located (Redhook **). He located the nearest drop-off location - Hertz car rental ******** **, and we filled the car with gas and took the car to this location on 8/11/22 where we closed the rental with Hertz branch manager "*************************" at 4:30PM. We then rented a car from this location (agreement #*********) notifying the manager that we intended to return the car to the hertz ****** airport location on 8/16/22. So we had the original "Dollar" car from 8/9 to 8/11, and the subsequent "Hertz" rental from 8/11 to 8/16. Upon our return home, we downloaded the charge detail from dollar, and found that we had been charged the full week of hire for the original vehicle for a total of $4,925.91, and then the Hertz rental for $1,561.19 - a total of $6,487.1 ! And please understand that the original rental from dollar was supposed to be $1,175.12! We are at a loss to understand how we can still be charged 5 days for use of a rental that was returned to the Hertz location within 2 days? Other issues that we had with the original agreement included the ********* not functioning (after requesting a re-hit from ******) and my wife being added as a driver (she was in a wheelchair at the time). Myself and my company have had a long history of great service with *****. We feel that a total of $500 for the original 2 day rental is fair, meaning a credit of $4,425 is owed.
Business Response
Date: 11/01/2022
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 inconvenience or frustration caused with the charges incurred on your initial rental with Dollar. Upon receipt of your inquiry, we immediately began an investigation into the charges and have found a credit is due. Therefore, on Dollar RR# ********* we have processed a full refund of the upgrade fee as a gesture of concern in addition, we have reduced the charges to reflect 2 rental days from 08/09/22 - 08/11/22 at a rate of $67.58/per day. All optional services have been billed for only 2 days as well with the exception of the Additional Driver **** **************** Fuel & Service Fee and Toll Package which have been refunded in full at this time. With this in mind, a refund of $4353.00 has been processed to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
Rest assured, this matter is being shared with appropriate management for their full review and corrective action where deemed necessary.
Initial Complaint
Date:10/31/2022
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 form Dollar Reant car company July *****. I turned in the car and was charged a vehicle damage fee of $450.00. I have asked multiple times for evidence of the damage. I have not recieved a reply from Dollar rental car. I rent cars about 150 times a year for business and military duty. I've never had an issue. There is also special governemnt insurance applie dto all DoD rentals, so Dollar rental car should have pursued that avenue if there was damage. The car was not damged when I turned it in.
Business Response
Date: 11/01/2022
BBB Case 18333866.
RA No: 631378403

This is a response to ***********************,

Our records show that this charge was billed for cleaning as the vehicle was returned with the smell of smoke inside. Per our No Smoking Policy these charges are correct and no adjustment is due.

Thank you for contacting us.
Customer Answer
Date: 11/03/2022

Complaint: 18333866

I am rejecting this response because: I dont smoke. I did not smoke in the car.

Sincerely,

***********************
Business Response
Date: 11/03/2022
BBB Case 18333866
RA No: 631378403

This is a response to ***********************

While I understand your disapproval of our previous response, adjustments and credits are based on documented information and based on what was stipulated in your signed rental agreement, you have accepted the vehicle and the rental Terms and Conditions and no adjustment is warranted. If you provide your email address and mailing address, we would be happy to send you a $50.00 rental certificate for further use.

Thank you for contacting us.
Initial Complaint
Date:10/28/2022
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 car rental on September 23rd 2022 and at the counter the employee asked me if Id like to opt in for a toll package for $15 which I replied yes. After completing my trip and returning the vehicle I have received several bills for tolls totaling $112. So this means the employee did not do her job and add the package as I requested and now dollar and there toll authority partner which has very rude employees working for them to expects me to pay $112 toll bill out of my pocket over a month after *** returned the vehicle. I am not liable for your employees doing there jobs correctly. This is not the first time Ive had an issue with dollar car rental/ thrifty in addiction to this issue they also tried to double charge me for my rental and add a fuel charge after the vehicle was clearly returned with a full tank of gas. I will not be paying any tolls as it is not my fault your employee messed up.
Business Response
Date: 10/28/2022
BBB Case 18326354
RA No: 915032075

This is a response to *****************************

Thank you for reaching out to us. I appreciate the opportunity to review your concern.

PlatePass is responsible for the administration of toll fees. You may contact ************************** at ************** Hours:Mon. Fri. 8:00am 6:00pm CST Central Standard time or by e-mail at ************************** Copies of itemized receipts and payments can be made on line at http://www.platepass.com.

Our records show that you were charged $55.39 for the Fuel Purchase Option at pickup. When this option is purchased you pay for the gas already in the tank and do not have to return the vehicle at full.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing ***********

Thank you for contacting us.
Customer Answer
Date: 10/31/2022

Complaint: 18326354

I am rejecting this response because: As Ive stated in the initial complaint I was asked by YOUR employee if I wanted the toll package which I said yes to and she did not do her job properly therefore this is not my responsibility I am not paying $55 when I was offered a $15 toll package which I accepted. Ive already spoke with your toll authority and they put the blame on you. I am not responsible for your employees doing there jobs correctly therefore I will not pay for any tolls i will pay the $15 that I was offered for the toll package that your employee failed to add to my rental.

Sincerely,

*****************************
Business Response
Date: 11/01/2022
Complaint ID: ********
******************** RR#: 915032075

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

We regret any frustration caused; however, our previous decision and response remain unchanged. We are unable to recreate a verbal conversation between customers and our representatives at the counter. Therefore, we must rely on the rental contract to base our decision. This documentation was provided to you at the time of rental and is the customers responsibility to review and ensure the terms of the rental contract are correct. This will ensure any errors are corrected before departing from the location. Our records do not show the Toll Package was elected for at the time of rental.
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.
Initial Complaint
Date:10/28/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 4th I rented a car from Dollar Rental at the ************ ******** Airport. I returned the car on September 8th. An employee of Dollar Rental inspected the car and signed a receipt when the car was returned to the airport. The charges were $370.27. When I received my credit card statement this month I realized the car company added an additional $400 for damages. The car was returned in exactly the same condition I rented it so I called the company and was told the charge was actually for a cleaning fee, and that I had smoked in the car.I don't smoke. Have never smoked. This is impossible. I spoke to a supervisor who told me that since a manager signed off there was nothing they could do. I asked to speak to the manager in question but wound up in the same phone tree speaking to yet another customer service rep.I don't smoke. If you look at all of my debit card purchases for my entire life which I am happy to turn over you can see I have never purchased cigarettes'. Also my medical record identifies me as a non smoker.I want this charge removed. It feels like a scam. The car was inspected as we left the airport. The attendant I returned it to said everything was fine.
Business Response
Date: 10/28/2022
BBB Case 18323379
RA No: 835251690

This is a response to *********************************

Thank you for reaching out to us. I appreciate the opportunity to review your concern.

As advised by prior agents, the charges are confirmed to be correct and no adjustment is due. If you have any documentation supporting your claim please provide it here so I can remove the charge for you.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing ***********

Thank you for contacting us.
Customer Answer
Date: 10/31/2022

Complaint: 18323379

I am rejecting this response because: I am a non-smoker, who has never smoked. I have attached my medical history from my patient portal of my doctor's ******* I have attached the document I received when I returned the car. It was signed off by a Dollar Rental staff member, indicating the mileage I used, as well as the fact that the car was returned with a full tank of gas. The Dollar Rental employee sat in the car to take these readings and told me I was good to go. If there was any smoke damge--which there was none--he would have told me so. The fact that he signed the car return and told me everything was fine is proof that there was no smoke damage, at the time that I returned the vehicle. The original charge, which they emailed me, as you can see, was for $370.24.
They must provide proof of their claim. They cannot just make allegation without any proof. My proof is the signed reciept indicating all was well and the cost was finalized as 370.24.

Sincerely,

*********************************
Business Response
Date: 10/31/2022
BBB Case 18323379
RA No: 835251690

This is a response to *********************************

Thank you for providing this for us.
I was able to issue a refund of $400 to the card on file for the smoking fee. Please allow up to 10 business days for the refund to post.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing Hertz.

Thank you for contacting us.
Customer Answer
Date: 11/01/2022

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:10/27/2022
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 from Dollar, in *********, **, on 10/11/22 and returned it on 10/13/22. The car was originally rented through Travelocity. Reservation ID *********** Cost = $334.78, receipt attached. At the rental counter I was asked about numerous upgrades and insurance, which I declined. I was told to sign on a small screen for a fee of $172.36 which I questioned and was told it was just a deposit and that everything was paid through my original Travelocity reservation. After finally getting a car, as they were initially out, I was asked again at the exit gate if I wanted XM radio, which I once again declined. Three others in the car can verify this conversation. My credit card was charged an additional $172.36 for damage waiver, satellite radio and premium roadside assistance. I never accept the additional insurance as I am covered through my auto insurance for rentals, I have roadside assistance so I wouldn't have agreed to that and as I previously stated I declined XM radio on two occasions. Dollar is stating that I signed for these items which I did only after questioning and being told that I had already paid and I was only signing to confirm. I am requesting a refund of the additional $172.36 charge as I feel they used deceptive practices to get me to sign. I feel a full refund for the car should be issued to compensate for the time I have invested to get the additional fee refunded. I have contacted Dollar customer service and was told nothing could be done since I signed. This seems to be a reoccurring theme with Dollar as I have found multiple complaints for this same issue.
Business Response
Date: 10/28/2022
BBB Case 18320646
RA No: 963472624

This is a response to *****************************

Thank you for reaching out to us. I appreciate the opportunity to review your concern.

I was able to remove the unwanted coverages and issued a refund of $170.41 to the card on file. Please allow up to 10 business days for the refund to post.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing *****.
Customer Answer
Date: 11/07/2022

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:10/25/2022
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 October 15th I picked up a rental car at Dollar in the *******, ** airport. I had booked through expedia, which stated $71 would be due at pick up and at the desk my husband verbally stated that we wanted to add the "Basic" protection package, which was written on the desk to be $15 a day, and we had the car for 4 days. Upon returning the car we discovered that we were charged $34.99+$8.99 per day for "Premium" protection, a service we verbally stated "no" we did not want to upgrade to. Dollar is now refusing to correct the price that we were unaware of, and was never conveyed to us, either verbally or via a computer screen. Their excuse is that we signed the rental agreement but this signature came with absolutely no information about this extra erroneous charge.
Business Response
Date: 10/27/2022
BBB Case 18307012
RA No: 965089440

This is a response to **********************,

As you stated, you requested a basic protection package. The basic package only included Premium ************************** (PERS)and the Loss Damage Waiver (LDW). As this is what you confirmed that you asked for, agreed to, and signed for, no refund is due. While I understand this is not the desired outcome, we stand by the final charges billed.

Thank you for contacting us.
Customer Answer
Date: 10/27/2022

Complaint: 18307012

I am rejecting this response because it does not address the fact that this basic service was listed at the counter as $15 per day and was actually $35+$9. According to their response I did receive the basic coverage but there was no rationale for why the price was misrepresented at the counter.

Sincerely,

**********************
Business Response
Date: 10/28/2022
BBB Case 18307012
RA No: 965089440

This is a response to **********************,

There are no notes or records of the charges being agreed upon at $15 per day on our end. If you have documentation proving otherwise, please provide it here for review so that we may correct this.

Thank you for contacting us.
Initial Complaint
Date:10/24/2022
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 the business on 10/16. At pickup I was told that I could pay $62.50 / week for tolling, or $10 per toll handling fee. I opted for the fixed fee and was charged $149.96 on the final bill for 16 days, which is more than $62.50 per week (16/7*62.50 = ******). Furthermore, on review of Dollar's policies online I see that there is a per rental maximum of $90 if I opt for the per toll handling fee. I was not informed of this at time of rental and would have selected the guaranteed less expensive option if I had. I would like to cancel the tolling option purchased as I believe the options were described to me in an inaccurate way at time of rental. I have contacted Dollar's national support line and they are unable to assist with rental agreement disputes. I was directed to contact the local rental location directly. Their phone went straight to voicemail and based on the short staffing observed at the location (1.5 hour wait in line to pick up a reservation) as well as the nature of my complaint I do not have a lot of confidence in receiving a callback.Rental Record #********* Name on Rental: *****************************
Business Response
Date: 10/27/2022
BBB Case 18230633
RA No: 965321840

This is a response to *****************************,

We certainly understand your frustrations in this matter and want to help, however we're unable to review or adjust open contracts. If you feel a resolution has not been made with the local team following the return of the rental, we can then review these concerns here.

Thank you for contacting us.
Initial Complaint
Date:10/24/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We rented this car to drive to *********, **. We had been driving for a little over an hour and smelling a horrible rotten egg smell. It was getting so bad we decided to stop and get something to eat. Also let the car air out. After I popped the hood and the battery was hissing and about to explode. We contacted Dollar rentals and they were going to send someone to tow the car. However, they wanted us to Uber over 100+ miles back to the airport in Salt Lake on our own expense to pick up another car. We then had to wait almost 2 hours for the tow truck to get there to pick the car up. Then when we call Dollar rentals to get reimbursed all they say is what did you do to the car? This car was a ticking time bomb from the time I picked it up. Its a good thing we stopped when we did because if not then we would have been broke down on the side of the freeway out in the middle of nowhere.
Business Response
Date: 10/27/2022
Complaint ID: ********
RR#; 967591236
Thank you for contacting us. We appreciate the opportunity to assist. Please accept my sincere apology for the mechanical problems with the vehicle and any inconvenience we may have caused. After a thorough review I have issued a full refund of $163.74 to your credit card. Please allow 7 business days for the credit 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: 10/27/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:10/24/2022
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 rented a car on their website. Paid in full. When I arrived, my car was not available. I was given a downgraded vehicle. I tried contacting customer service for the refund difference. At first I was told I was upgraded. After submitting information showing I was not in fact upgrade, but downgraded, I finally got clarification from them, that it was a mistake, and I was in fact downgraded, but they would not refund the difference because they had changed their prices since then. (It had been a week of back and forth emails, them saying I was wrong). They offered a $50 voucher on a future rental, that has to be used by the end of the year, so it is worthless. I just want the difference refunded to me. I was understanding about the vehicle being unavailable, but to refuse to refund me the difference is ridiculous.
Business Response
Date: 10/24/2022
BBB Case #: 18295562
Dollar RR#: 961485464

This correspondence is being sent in response to a query made by **************************

I sincerely apologize for the inconvenience experienced due to the class you reserved not being available upon pick up. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability. Our locations do their best to accommodate to the best of their abilities, however,due to fluctuation in day to day operations and returns it is not always possible. I can confirm that the rate for the class you received was more at the time then the class of your reservation. However, the location honored your original reservation rate. There are several factors that are taken in consideration that determine our vehicle rates including but not limited to fleet availability, locations, dates and times, as well as how far in advance reservations are made. With this information the charges are valid.
A review of our records confirms a $50.00 Rental Certificate was offered and accepted by you on 10/19/2022. However, as a one-time gesture of goodwill I have issued a 20% credit in the amount of $44.78. This has been processed back to the credit card on your account. Please allow 5-7 business days for processing.
Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/24/2022

Better Business Bureau:

While the response given is complete ****** I didn't have an issue with the vehicle received, my issue was with being charged for a higher level vehicle, given a smaller and lower level vehicle, and not being refunded. The price I paid on Dollars website, was an advertised price. Just because a lesser vehicle has a higher $ rate the day of rental than the rate I paid 2 weeks prior for a higher class vehicle, does not mean it is an upgrade. Raising a price, closer to day of rental is typical. It doesn't mean it is an upgrade. I was also told these rates weren't available. The $50 credit was a nice gesture until I realized I had onky 2 months to use it, which means it is useless to me as my next scheduled travel is in the spring.
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:10/24/2022
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 booked a Thrifty car rental via CheapOAir.com. I received a Thrifty Car Confirmation code K1342293187 for pre-paying the amount of $343.55. The car pick-up was scheduled for 5/31/2022 at 10pm at the *********** branch located at ************************************* arrival at the Thrifty Car Rental counter at my designated pickup time, I encountered an angry queue of customers. The sole Thrifty representative informed us that she was closing, they had no cars available and to return the next day. An irate group of us pressed for satisfaction, as wed all just arrived on flights and had nowhere to go to wait 8 hours until she claimed theyd reopen. Finally the rep sent us to *****, claiming theyd be able to help fulfill our Thrifty reservations. But when we got to Hertz, we were told there was no reciprocal arrangement with Thrifty, nor could they help broker a car rental. I returned to Thrifty, to dispute the reps *********** but she kept stonewalling and eventually shut her computer and left the counter with no further aid. I returned to Hertz and booked an entirely new car rental, which that company could fulfill.Upon return from my trip, I discovered my credit card had been charged for $343.55. I reached out to *********, who spent months pursuing a refund. I finally got an email informing me that Thrifty said I was a no-show and therefore ineligible for a refund. When I contacted Thrifty directly, the admitted that their records indicated they had no cars available to rent on the night of 5/31/2022 at ***. Nonetheless, Id need to go through CheapOAir for a refund claim. CheapOAir claims Thrifty denied the claim and would not re-instigate a new claim.Effectively, Thrifty Car Rental failed to uphold its contractual obligation to provide a vehicle, yet kept all my payment for a multi-day rental that they refused to provide. Effectively this is theft by Thrifty Car Rental, hiding behind a third party vendor. Id like my pre-payment refunded in full.
Business Response
Date: 11/02/2022
Complaint ID#: ********
Thrifty RESID#: K1342293187
Third Party Tour Operator Prepaid Voucher#: CN597592563204
This is in response to *************************************, thank you for allowing me to address your concerns with obtaining a refund. I want to take this time to apologize for the experience you recounted as this is not representative of our customer service standards, nor the impression we aim to leave with you. According to our records, the Third Party Tour Operator never paid us for the reservation therefore, we are unable to provide a refund to you directly. Please contact the tour operator back asking for a supervisor. Allow this message to serve as proof that the rental was not completed due to lack of inventory and ask that they make a concession to override the terms and conditions they marketed to you at the time of confirmation so that you may receive your money back paid to them. Normally, we have sufficient inventory to meet the demand of our reservations. Unfortunately, there are times that vehicles are returned damaged; in need of maintenance, or extended unexpectedly and it takes away from our availability so quickly that we are unable to immediately recover. Your concerns are taken seriously as we hope to serve your future rental needs when the opportunity presents itself. Thank you again for allowing me to clarify this matter fully.

Kind Regards,

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Dollar Car Rental is NOT a BBB Accredited Business.