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

  500 Fowler Rd. Goleta, CA 93117

• 

  Dollar Rent A Car

  1 Airport Blvd Bentonville, AR 72712-7162

• 

  Dollar Car Rental

  6750 Mississauga Road Mississauga, ON L5N 2L3

• 

  Dollar Car Rental

  2280 S Eisenhower Airport Parkway Wichita, KS 67209

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:03/21/2025

  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.

  Attached is is the res. copy. Note this was a prepaid reservation (as were other customers). I had a terrible experience all around - took 2 hours in total to rent a car (almost as long as the flight), and was lied to about the amount of fuel in the car - but these are not the reasons for the complaint. While in line, I watched every customer getting an "upsell" from the Dollar agent, telling them they rented "the cheapest car and that means it'll be an electric car". He then went on to tell them how much of a pain electric cars are, but he could "find" them a gasoline car for an additional charge. This was in Sarasota, FL - with many elderly customers confused and angry by this. The agent was scaring them with the electric car threat to get more money out of them to get a gasoline car. When I finally did get to the counter, he did the same routine to me. I pointed out, there is not one word on the Hotwire rental agreement that says Electric vehicles (you can see attached), so I’d like the gasoline car I rented. He said “when you book the “Special Car” on Hotwire, you get whatever is left”. And then proceeded on trying to upsell me a gasoline car – not understanding his offer to upsell me means THERE ARE GASOLINE CARS LEFT. You just want to charge me more for them. This to me came off as a very deceitful practice. There was no mention of Electric even being a possibility in the rental agreement. Electric cars account for less than 5% of cars on the road today. It would be like them saying " the car you rented is actually a standard - you want automatic? That's extra". I took the Electric car out of frustration, not to give them any money for what was clearly an upsell scam. I wasted my time on my short vacation figuring out how to charge the car, where to charge the car, and waiting around while the car was charged. After I detailed my problems, they offered me $100 gift card. I refused. I'd rather report this scam to BBB, and request a full refund.

  Business Response

  Date: 04/07/2025

  BBB Case ******** 
  RR No: ********* 
  
  This is a response to ***** *******, 
  
  When a customer experiences difficulties or is unhappy with their vehicle during the rental time frame, we recommend contacting Emergency Roadside Service (ERS) for on-rent support. ERS can arrange for an exchange, repair, tow, or make notes of your concerns. We do not have record that you contacted our ERS team regarding the condition of the vehicle. Please be informed that adjustments, credits, and refunds are based on documented information, which, in this case, did not support compensation. With respect, the Signed Rental Agreement (SRA) is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. In accordance with the SRA the charges are valid, and no adjustment is warranted. While I regret this is not the desired outcome, I hope you will understand our position in this matter. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 04/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  It does not respond to the matter of the complaint. I would not contact roadside assistance for what was described in my letter. I wonder if they even read it if that is their response.

  Roadside Assistance would not be able to address the matter of a rental of a gasoline car vs an electric car, or that their rental car agent admitted to me and each and every customer they had gasoline cars - they just wouldn't release them without an additional upcharge to these already prepaid rentals. 

  The response also does not respond to the Hotwire rental agreement that was attached, which does not state a electric car is even possible as a rental. One remedy they should do - they should work with their third party partners like Hotwire to make it explicitly clear of this possibility, as fully electric cars make up a tiny fraction of cars on the road today. 
  

  Me signing off on the Dollar rental agreement after waiting in line for nearly 2 hours is not approval of the situation, it was me wanting to get on with my vacation rather than being held hostage by a rental car company. 

  If Dollar/Hertz does not wish to refund my rental for this experience or even correct this deceitful practice,  it can just go on the pile of 1,800 other complaints already on BBB's website for them. I can't imagine they are too concerned.

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

  Business Response

  Date: 04/08/2025

  Complaint ID: ********

  RR # *********

   

  The following is the information regarding the Managers special. Unfortunately, we have no control over the information that a 3rd party displays the information on their website. When you reserve your rental, select "Manager's Special" as your car class. Your vehicle will have room for at least five passengers and two pieces of luggage. The location will select the vehicle for you at time of pick up.

  
  -Compact or larger vehicle, guaranteed includes electric vehicles.
  -Location determines vehicle at time of pick-up.
  -Vehicle will have at least 5 seatbelts
  -Room for 2 pieces of luggage or more
  -Low-mileage, new-model vehicle 

  We sincerely regret your rental experience with Dollar did not meet with the high standards of service we strive to maintain. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us, since it tells us how our location is doing and where improvements are needed. Please be assured your comments will be shared with the appropriate management for internal review and any necessary corrective action. 

  As you had use of the vehicle for the full duration of your rental, we respectfully decline a refund of your rental charges. Our offer of a $100 rental certificate still stands. It is our hope you will allow us another opportunity to demonstrate the quality service you expect and deserve.

  Customer Answer

  Date: 04/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I've explained my situation, made my points, and do not believe the answers are responsive. The company admitted they had gasoline vehicles, they just wanted to upcharge for them on a prepaid agreement that made no mention of fully electric vehicles even being a possibility. Not taking responsibility for what a third-party displays tells me they shouldn't be in business with the third party if they won't honor the agreements. 

  Thank you BBB for attempting to rectify this, but this interaction has been similar to what I experienced to begin with. There is no reason to continue this communication. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $1016.55 instead of the agreed price of $48.73. They said I have returned the car on 12/18 but I've returned it on 12/2 as I had a flight back home. The receipt shows 1190 miles. I have both pictures showing I have return it on 12/2 showing only using about 100 miles.

  Business Response

  Date: 02/10/2025

  BBB Case 22897614 
  RR No: 540445290 
  
  This is a response to ****** ******, 
  
  Unfortunately, our records show that the chargeback has still not been cancelled by your bank. As previously advised, we will correct the billing once the withdrawal of the chargeback has been posted. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22897614
  
  I am rejecting this response because: The charge back has been cancelled and was posted since 2/4/2025. See attached photo of this charge back and its date.
  
  

  Also see photo in which I left that day at *************** to where I love in ******** and havent been back since.  So how could I return my car on 12/18.  Only explanation is that It was process late or has the wrong returned date. Please fix! I returned this car 12/2 morning before of my flight and in before 4am!

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

  Business Response

  Date: 02/18/2025

  BBB Complaint ID:  ********

   

  Thank you for contacting us.  We appreciate the opportunity to review your concerns. 

  After a thorough review of your documents and communication with the management team in *******, **, there are no additional refunds that are due.  The vehicle was left at the return lot of National Car Rental ( no affiliation to Hertz/Dollar), instead of Dollar.  The location had to have another key made, as they could not locate the keys.  The General Manager advised, they were not charging for the key.  Per conversation held with Oakland General Manager, you were advised of being fully responsible for the vehicle, until it was located.  It took several days and communicating with all the facilities, to locate the vehicle.  The outstanding balance you currently owe to Hertz/Dollar is $275.27.  While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.     

  Kind Regards

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22897614
  
  I am rejecting this response because:
  
  

  When I dropped the car off, the entrance to dollar area was dark and block off and had spikes. I then proceeded to the ****** instructions to where it was light and bright.  I then found out I was in the wrong place (enterprise/*****). I was trying to get out but exits were block and I had to catch my flight in 45mins.  I found someone there and they said to drop your keys in the drop off box. I did that. I proceed on emailing dollar customer service on what happened and where the car is located.  Ive been continuous trying to email and calling dollar on my receipt. I got a call saying my car wasnt returned after a week. I called and told them where its at. It took a week for *** ***** to tell me Oaklands phone number and I called them 12/17 and *** from ******* did not received any contact on the issue. *** was first ****** to help me and he found the car and it was moved. He did found the keys from the maintenance team and moved the car on 12/18 hence the return date. The car moved from the location from the picture Ive provided and you tell me no one knew where it was. The mileage they have in receipt where 1000+ miles more than what Ive shown in my picture. Someone is not telling the truth. I was also warned that this happened a lot by the san **** front desk.  Now I have anxiety and scared to rent any car from anyone ever.  Please make this right.
  
  I dont believe you take customer concerns very seriously. If you did, you would understand that you would take all of my communication and emails in consideration. Ive tried reaching out to your company and I would always have no to little response at all. 
  
  
  Timeline:
  12/2: Emailed customer service mutiple times : no response. 
  
  
  12/10: Emailed and got response next day because car overdue. 
  Case #********: Email again, *** ***** no response until 12/17 saying they have tried reaching ******* office with no response. He informs you should try yourself and first thing they picked up. 
  
  
  12/17: *** from oakland office says they did not receive anything from *** *****.  He easily found key and car within 24 hours! Ive emailed Ray ******************** *** confirmed everything looks good and no additional charges would be added.
  
  
  12/20: got the receipt and got charged $1016.55 with wrong date and wrong mileage (1000+miles)
  
  
  12/23: Case #******** and no response.
  
  
  If you were serious on customer service you would not go back on what I was told by *** from Oakland office. I got lied to by one of your employees. That is someone who cares about customer service.
  
  
  Also, Ive already paid the $275.27. Could you confirm that my remaining balance is $0.
  
  

   

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

  Business Response

  Date: 03/16/2025

  BBB Complaint# ******** 
  RR# *********  
  

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

  I understand this is not the response you were anticipating; however, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out.  
  
  As stated previously, the matter was forwarded to the General manager in *******, ** for a thorough review of your documents and communication with our management team. We confirmed the vehicle was left at the return lot another rental car company that is in no affiliation with our rental car brand. A key had to be made for the vehicle as the location was unable to locate the key to our vehicle.  
  As outlined in the terms and conditions of the rental agreement, you are responsible for the vehicle until it is returned back into our possession, and we can close out the contract. Additionally, per the terms and conditions of the rental agreement you are responsible for any charges incurred during the rental. I have attached your final bill for your review and records to confirm the balance of ******** was paid in full and you have a zero balance.  
  

   

  As such, we must respectfully decline your request for a refund. The matter is fully addressed and closed.  
  
  Kind regards,  

• Initial Complaint

  Date:02/01/2025

  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.

  Greetings,I am writing to complain about Dollar car rental and their false toll charges. I rented a car on 9/21/24 the images of the details will be below. Upon renting the vehicle I was offered an all exclusive toll pass for $21 per day, which I declined. I was then told that if I were to use tolls I will then be charged $10 pluse whatever the toll charge is for each occurrence. I informed them that I will not use tolls and told them that's fine. I rented the vehicle for 7 days and did not use tolls, upon returning the vehicle no additional charge occurred. A month later a charge was made for Dollar toll of $147 and I got a potential scam alert from my credit card and I decided the charge. I am now being invoiced for this charge and continue to, even after disputing. At one point I was told they will look into it, and then was told that charged was triggered from a toll and since I declined the exclusive toll pass that they can offer to reduce the charge to only $12 but additional charges may occur form the tolls that occur. I respond and told them that this is the default charge for non exclusive toll renters, meaning this is a contradiction. I also mentioned that I will not pay anything, since I did not use tolls. I never got a response back and reached out again but got a similar response that they will look into, still haven't heard back yet. This is not fair and a good way of doing business, I feel like they are cheating people.

  Business Response

  Date: 02/06/2025

  BBB Complaint ID:  *********

   

  Thank you for contacting us. We appreciated the opportunity to review your concerns.  

  After further review of all your documents.  We found on February 4, 2025, the research that you had requested with PlatePass, found no discrepancies.  We apologize for any inconvenience this may have caused.  Unfortunately, the toll charges are valid.  While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed. 

   

  Kind Regards

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22873763
  
  I am rejecting this response because: Dollar car rental failed to provide proof that I used tolls and requested that I provide proof that I didn't use tolls. In response I told them that I will work with the state since they have cameras and are the ones that enforce the tolls. I never got a response back there after and Dollar continues to contradict themselves. Attached is the most recent conversation I had with Dollar as I just mentioned, thank you.
  
  Sincerely,
  
  Menase Amaro

  Business Response

  Date: 02/14/2025

  BBB Case #: 22873763 
  RR# or RES#:384505693 
   
  This is in response to Menase Amaro. 
  
  If any tolls were used, we have requested Platepass to adjust the charges to $9.99 per usage day and the cost of tolls. Please allow up to 14 business days. If you have any further concerns after this time, please email us at ********************************** and we will review further. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22873763
  
  I am rejecting this response because: Dollar Car rental continues to fail on providing proof for the toll charges followed by contradictions. They asked me several times to provide proof that I didn't use tolls, which is not my job. It is their responsibility to keep track of toll usage whether it is for toll pass users or non toll pass individual users. I told Dollar several times that I didn't use tolls and also declined unlimited toll pass, which is what they eventually charged me for and even changed the price along the way. They finally said they will refund me but the message I am reading on BBB indicated otherwise, therefore I am rejecting their response. Attached are screen shots of a few from the many conversations I had with Dollar Car Rental. 
  
  Sincerely,
  
  Menase Amaro

  Business Response

  Date: 03/23/2025

  BBB Complaint: 22873763
  RR# *********
  

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

  
  As stated previously, after a thorough review, there is no record of toll charges or a toll package billed to your rental. I have attached your signed rental agreement and a copy of your receipt for your review and records. The documentation does not support that you were charged for tolls. Based on this information, we have no records of toll charges billed to you.
  

  Please provide a copy of your bank statement confirming you were charged for tolls. Once this information is provided, we will further review and respond as quickly as possible.
  

   

  Kind regards,
  
  
  

  
  

• Initial Complaint

  Date:11/06/2024

  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.

  I rented a car while on vacation and was supposed to be charged $929.40. However when I later reviewed my credit card statement, I realized that I was charged $1,125.48. I called Dollar Rent a Car to email me my invoice, to see why I was charged $196.08 more ($1,125.48 - $929.40 = $196.08). The rental period was scheduled for 9/15/24 11:00 am - 9/21/24 5:00 pm. The invoice from Dollar Rent A Car shows the car was rerurned on 9/22/24 at 10:49 am, which is impossible because my flight home departed on 9/21/24 at 5 pm. I dropped the car off at approximately 2 pm on 9/21/24, which was 3 hours before my scheduled departure flight. Also, when I picked up the car on 9/15/24, the car's fuel only had 3/4 of fuel. I brought this to the attention to the female front desk representative before I left the rental facility and she told me just to return the car with 3/4 of gas, which I did (see attached date and time stamped photos). In summary, I was over charged $196.08. When I called Dollar Rent A Car on 10/30/24, I spoke with a representative by the name of Abigail, who informed me that I would need to call the Dollar Rent A Car rental facility directly to receive a refund. The number that Abigail gave me was 340-473-7410. However, I have been calling that number daily for over 1 week and I only receive a message that the voice mail box is full every time I call. Furthermore, the scheduled drop off was for 9/21/24 at 5 pm and I dropped off the car on 9/21/24 at 2 pm (3 hours early).

  Business Response

  Date: 11/08/2024

  BBB Complaint:********

  This is in regard to a complaint filed by ***** ********.

  I apologize for any inconvenience or stress this matter has caused you. Please know that upon receiving these complaints, I immediately reviewed this matter. Upon review with the location, they have advised of their sincere apologies for this mischarge. They are issuing a refund to the card on file for this. The car was indeed returned at the correct time, but it was not checked in properly. They will also refund the charge for the 2.337 gallons difference that the computer system registered to remedy this situation. Please note, this phone number given to you is incorrect, the correct number is 340-776-1500. I apologize for this.

  Thank you for allowing me to assist.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: ********
  
  I am rejecting this response because: I was over charged $196.08 and only issued $28.02 refund. Please see attached screenshots. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/21/2024

  Complaint ID: ********
  Dollar RR#: *********

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

  We apologize for any misunderstanding regarding the refund received and remaining charges billed for your rental. As your rental took place at an independently owned and operated licensee location, the owner of the location processes their own billing and invoicing. Therefore, your concerns have been shared with their offices for review and assistance. 

  They have advised that the vehicle was initially booked for rental from the 15th through the 21st. As the drop-off time was past the scheduled pick-up time, this triggered a 7-day weekly rate as opposed to a 1-6 day daily rate. The weekly rate incurs extra taxes, fees and any coverage purchased. The rate itself is the same as the 6-day daily rate. 

  As a one-time courtesy, the location has refunded the extra costs for 7-day weekly rate which totals $30.48 (this is in addition to the refund for the 2+ gallons of fuel needed at the time of return). At the time of rental, optional coverage was purchased which totaled $139.93 for the rental. The two above-mentioned refunds plus the additional coverage outlines the billing of the rental. We have attached the final invoice and original signed rental agreement for your review and record. 

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used the Dollar Rental Car online Customer Assistance Form TWICE and am still awaiting a response more than 3 weeks after completing my rental. I was due to pay $141.13 at the time of rental (see attached reservation), on top of the $336.63 deposit/initial payment online during booking. Upon return of the vehicle on 10/14/2024, I was charged $442.02 instead of $141.13. I did NOT agree to any additional coverage or charges, and refilled the gas tank myself before dropping it at the airport, and am due a refund of $300.89 due to their discrepancy in billing. There is NO PHONE NUMBER (that a human answers) for me to address this issue and the online customer assistance form has yielded no response via email or phone. I have paid a total of $778.65 instead of the agreed upon $477.76 at time of booking. A billing adjustment must be made to refund my $300.89 to make the correction.

  Business Response

  Date: 11/05/2024

  Complaint ID: ********

  Rental Agreement Number: *********

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

  I regret the confusion regarding the charges billed, according to the rental agreement the Loss Damage Waiver and the Premium Roadside Service was added on this rental. Upon further review I have proceeded to refund the Loss Damage Waiver and Premium Roadside Service. Please allow 3-7 business days to receive your refund of $302.02.

  Thank you for contacting Hertz

• Initial Complaint

  Date:09/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 7, 2024 I reserved a "SUV Mid-size Jeep Compass or similar" car to be picked up on September 20th at Portland International Airport. The amount "Due at time of Rental" was $233.54. (See attached email confirmation.) Upon arrival at the Dollar Rental counter in Portland, I was told that the rental would be a Toyota Camry. When informed that the reservation was for a "SUV Mid-size Jeep Compass or similar" car, the clerk informed me that a Camry fit that description. (See following link for Toyota's description of the Camry as a Midsize Sedan - ************************************************************************************************************) not an SUV. When I disagreed that the Camry is not an SUV, she replied that a Camry was all they had - HOWEVER - for and additional $253.65, they would rent me a Toyota Highlander. (See attached receipt). I feel that a "Bait and Switch" tactic has been perpetrated upon me by Dollar Rental and I would like to be reimbursed for the fee increase of $253.65.

  Business Response

  Date: 09/30/2024

  BBB Case 22353029 
  RR No: U59975904 
  
  This is a response to ****** ** ******, 
  
  As you chose to accept the upgrade and signed the Signed Rental Agreement (SRA), you are agreeing the terms, conditions and rates billed for the rental. It is the customer’s responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the SRA the charges are valid, and no adjustment is warranted. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 09/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22353029, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ** ******

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 7th 2024 I prepaid for a 7 day rental through hotwire for a vehicle. I had returned the vehicle in full on Sept 14th with a full gas tank and received a receipt displaying a fuel charge for $41.99 although i returned it with a full tank of gas and an additional charge of $575 for a rental charge already prepaid for. Customer service is non-existence and the airport staff is useless. This is unacceptable and criminal like behavior from this company. I am seeking a full refund if these extra charges in the amount of $575 plus $41.99 for the refueling charged that was placed on my bill prematurely. See attached receipts for your convenience

  Business Response

  Date: 09/20/2024

  Complaint ID: 22296141
  Dollar RR#: 377345754

  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) on your recent rental. Our records show that these services were accepted and signed for at the time of rental and 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. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this, we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility. With this in mind, we must respectfully decline your request for a refund of the optional services. 

  Additionally, we have reviewed our records and have found that the vehicle assigned to your rental contract was provided with a full tank of fuel; however, was returned with 7/8 tank of fuel which required a refuel at the time of return. As outlined on Page 1 of the attached rental contract, customers who return the vehicle with less fuel than it was received and who do not opt into the Fuel Purchase Option (FPO) will incur a Fuel & Service Charge (FSC) at a rate of $10.99/gallon. The charge for this service is determined by our various administrative, labor, and product costs of refueling the tank, and does not solely involve the sale of fuel.  Based on our records of the vehicle fuel levels at the time of rent and return, the FSC is valid and a refund not warranted. 

  We appreciate this not the response that you were anticipating, however, we do want to assure you that the matter was treated with the utmost importance, and our resolution is based on the exhaustive review carried out.

  Customer Answer

  Date: 09/20/2024

  
  Complaint: 22296141
  
  I am rejecting this response because: I am not questioning the LDW, I am requesting a refund for the rental I'm which I was charged twice. I initially made a payment in the amount of $362 via hotwire. On the day of p/u , dollar rental charged me an additional $374 + $ 200 for deposit. Why was I recharged for a rental that I already paid for? Please see receipts attached again.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/20/2024

  Complaint ID: 22296141
  Dollar RR#: 377345754

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

  Thank you for allowing us the opportunity to review your concerns. The net due for this rental is $543.93 after the amount prepaid to the third party company applied. When pre-paying for a rental, you are only covering the rate to rent for the requested period. That does not include additional services accepted at pickup. The prepaid amount does not include additional add-ons including coverage or taxes and fees added on by the rental location. You were charged an extra rental day, fuel charges $40.44, LDW coverage $335.92, and concession fee recovery for $53.78. These charges are not included in the prepaid amount. Apologies, a refund will not be issued at this time. 

  Thank you for contacting us. 

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rental car from this company to be picked up at Reno Airport on 6/4/24 and kept for 4 days. I requested an economy car at the rate of $41.49 per day. When I arrived, I was given an electric car that I could not use because there was no way to charge it where I was going. I did not order and would have rejected an electric car. Due to this mistake on their part, the rental agency said they would let me rent the 2022 Dodge Challenger at the same daily rate. I was given Rental Records to confirm the original rate/car and the new car with the same rate when I checked out. [see attached] which amount I paid. The company then charged my credit card an additional $443.31 for this rental, raising the daily rate for the Challenger to $124.61 per day, as well as charging me TWICE for vehicle license fees and other fees. My bank reversed the charge as it was obviously fraudulent. But now Dollar is sending me bills claiming I owe this additional $443.81 in fraudulent charges that they KNOW I don't owe. Their website has no telephone numbers except one that takes you back to the website, and you can send in a complaint - but cannot copy it and they don't email it to you to prove you sent it in. I and my attorney both have submitted complaints through that portal, and they are ignored.

  Business Response

  Date: 08/28/2024

  BBB Case #: 22204682 
  RR# or RES#: 156846756

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

  After a review of your rental agreement, you reserved the Manager’s Special/Wildcard online, which can include the Electric Vehicle (EV). A Manager’s Special is a compact or larger car class determined by the manager of the location. To ensure you do not receive an electric vehicle on future rentals we recommend not booking the Manager’s Special/Wildcard.  You were due to return by noon; however, you returned after 3:30 pm. Any changes to the contract may affect the rate, and, in this case, this is what happened. We honored your original per day rate and removed the extra hour charge as a customer service gesture. We will not send this to collections and have removed the extra charge of $443.31. 
  

  Thank you for contacting us. 

  Customer Answer

  Date: 08/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22204682, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/30/2024

  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.

  June 27 2024: I reserved a car rental online. I paid a deposit of $202.30 (see attached email confirmation). July 14 2024: I picked up the car and added a driver for an additional fee and paid the remaining balance. The total charged was $199.59 (see attached updated reservation receipt) July 21 2024: I returned the car with the gas needle past full. They accepted the car and emailed a receipt with no additional charges. (see attached updated email receipt) July 30 2024: Dollar charged my car an additional $126.21. (see attached screenshot of my **** account) July 30, 2024: I received a LETTER IN THE MAIL, not an email like all previous correspondence, and no e-receipt, saying they "audited" my car and charged me for 10.54 gallons of gasoline. (see attached scanned letter) The car was overfull. I am a frequent traveler and car renter. I know the drill. They documented the return mileage and certainly would have noticed at that time if it was not full. This is an ongoing issue with car rental companies. They hope you don't notice after the fact. I notice. I am requesting the $126.21.

  Business Response

  Date: 08/05/2024

  BBB Case ******** 
  RR No: ********* 
  
  This is a response to ******* ******, 
  
  I apologize for the confusion regarding the Fuel Purchase Option (FPO). Please be advised that the FPO is offered at the beginning of each rental to alleviate the renter of fuel responsibility at return. As a gesture of goodwill, I have removed the FPO to issue a refund of  $126.22 to the card on file. Please allow up to 7 business days for the funds to post to your account. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/06/2024

  
  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. 

  However, I remain concerned about this deceptive business practice by Dollar Rental. The car was returned on full and was accepted as such, as shown by the final bill with no fuel charge. Sending a mailed letter that resembles junk mail and not using email, the form of communication for the reservation, the pickup receipt,  and the final bill is deceptive and concerning.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/22/2024

  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 had a reservation booked, reservation *********** for $320.64, made on 6/12/24. Please see attached confirmation. I received an email confirmation regarding this reservation. Ten days later, I received an email saying Dollar canceled my reservation and rebooked it at a rate close to $2000. How can a company confirm a reservation at a certain rate and then cancel it. I am asking they honor the original reservation.

  Business Response

  Date: 08/01/2024

  Complaint ID: ********
  Dollar Res#: ***********

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

  We apologize for any inconvenience caused to you when your booking was cancelled before your arrival. We show your booking was for our location in Anchorage, which is an independently owned and operated licensee franchise location. The location owner sets their own pricing and processes their own billing and invoicing. Having reviewed your reservation, we show the rate provided was in error. Therefore, when identified the location immediately contacted affected customers to alert them of the issue and offer to rebook their reservations at the correct rate. We are sorry if this caused any inconvenience; however, we are unable to override the licensee's policies or procedures. 

  However, if renting the vehicle, once the vehicle is returned, please contact our offices and we will process a manual credit of the difference to your charge card on file. This will not be processed on the invoice itself, but directly to your card as our licensee partners have advised the estimated charges is the correct rate. 

   

  Customer Answer

  Date: 08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I do not want to reject this offer, but I would like to know who to contact (name/email/phone number) of person at dollar that will be willing to credit my credit card after my car rental.  Since i need to pay the car dealer in full in Alaska, I want to make sure I will receive the credit on my credit card.  If dollar can provide a contact email, I would like to email them directly and get confirmation on the credit. 

  Thank you
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 08/07/2024

  BBB Case ******** 
  Res No: *********** 
  
  This is a response to ******* ********* 
  
  You can reach us at ************ once the rental is completed. 
  
  Thank you for contacting us.