Complaints

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 26 my flight got delayed in ******* and I had a car booked for the time I was supposed to get there but my flight got canceled and switched to the next day and I tried to make it because of layover that was almost a whole day .so when I tried to call it and move the day no one picked up and they eventually canceled my reservation but not only that I informed them that my plane got delayed and my layovers send them an email through my third-party booking agency and still no response to when I got there at the counter. They had cars but they didnt have my reservation no more so I got charged Im just wanting to get my money back because, I informed them and I called them and still no one answered and I didnt get a response.

  Business response

  07/04/2024

  BBB Complaint: ********

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

  We are unable to locate this booking with the information provided. Please provide your confirmation or reservation identification.

  Thank you for contacting us.

  Customer response

  07/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the itinerary number is ************** and the confirmation is *********** 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/24/24 I went into the Dollar Car Rental as *****************. I upgraded the car and added insurance. I was advised that the rental was due back at 11:20AM on 5/27/24. I paid $461 this included a deposit and was advised that I would be charged $260.63 upon return and the deposit would be returned. I was charged $342.11. Initially it was reported that it was due to the upgrade and now they are stating it was due to the vehicle being returned late which they are noting it was returned at 11:30AM. I returned the vehicle to their garage at 11:08AM. My fianc and I waited for the attendant to check in our vehicle and because there were a line of cars and they were understaffed on this date, the reported that he needed 10 min to check it in. I advised that our vehicle was due back at 11:20AM. He reported that there is 45 min grace ****** and that he would ensure it was checked in within the next 10 minutes. Which unfortunately I am now aware that it took them 22 min to process the vehicle return.

  Business response

  06/29/2024

  RE: BBB Complaint #********
  RR # 150950785
  
  Dear Tajmia ******,

  Thank you for reaching out to us regarding your concerns over your recent rental bill. My sincerest apologies this has been difficult to get resolved. I have issued a refund of $81.48 back to the card we have on file for this transaction. Please allow 5-7 business days to receive those funds back into your account. You may view an updated receipt on our website in 3 business days. I appreciate you allowing me to investigate and assist with this issue. Have a great weekend!

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a car reserved for May 23, 2024. On the evening of May 20, 2024, a family member passed away. My husband and I determined that I would travel to visit our family, and he would continue the trip to ****** without me.On May 22, 2024, I spent two hours on the phone with my travel agency (Chase) and with Dollar Rent-a-Car, trying to get the reservation transferred to my husband. I was repeatedly told it could not be done. Dollar would neither transfer my reservation, nor cancel and refund it.My husband arrived in ****** on May 23 and went to talk to Dollar in person. He had photos of both our marriage license and my driver's license, and I was available to give oral consent on the phone. They still would not give him the reservation since it was in my name.I have asked them several times to refund the reservation since they would not give a car to my husband. They have refused. They say I was too late to cancel, but this was a death. We could not plan ahead for it.I believe Dollar is regularly implementing policies that are so inflexible many, many people have unfairly lost money to them without receiving the service they paid for.

  Business response

  06/29/2024

  RE: BBB Complaint # ********
  Reservation # K8462461361 
  

  Dear Mrs. ***************** you for taking time to reach out to us regarding your concerns. Firstly, I would like to express my condolences to you and your family during this time of bereavement. I can certainly understand that wanting to deal with this issue is the last thing you wish to be doing right now. I wish you and your family peace as you miss the company of your loved one. I have viewed your reservation, and after further review, your booking was made through a third party booking source. Since you did not rent, we did not receive any funds. Please reach out to the Third Party source with whom you booked for assistance with your refund. I appreciate your time you have taken to contact us and wish you a safe and comfortable weekend.

  
  

*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. ↩