Dollar Rent a Car was founded in 1965 in Los Angeles, California by Henry Caruso. The business was originally named Dollar A Day Rent a Car, but changed the name when price increases made renting a car for one dollar impossible.
The company provides car rentals, specialty vehicle rentals, and hire services for small to mid-sized businesses, the U.S. Government, and governmental associates. The company also offers franchises of its car rental service.
Besides vehicle rentals, the company also offers business and vacation travel planning, airline and hotel reservations, as well as online services, including reservations for rental vehicles.
In 2014, a woman filed a lawsuit against Dollar regarding what she called “obvious overcharges” in regards to rental insurance.
Due to the pandemic of 2020/2021, many companies sold a great deal of their inventory only to find that purchasing new cars was extremely difficult and expensive due to a lack of computer parts. This will mean that renting a car will be more difficult and expensive at least throuh 2022 and perhaps 2023.
The company has locations in the U.S., Canada, Latin America, and other countries. Today, Dollar Rent a Car operates as a subsidiary of Dollar Thrifty Automotive Group, Inc.
Dollar Rent a Car was founded in 1965 in Los Angeles, California by Henry Caruso. The business was originally named Dollar A Day Rent a Car, but changed the name when price increases made renting a car for one dollar impossible.
The company provides car rentals, specialty vehicle rentals, and hire services for small to mid-sized businesses, the U.S. Government, and governmental associates. The company also offers franchises of its car rental service.
History
Besides vehicle rentals, the company also offers business and vacation travel planning, airline and hotel reservations, as well as online services, including reservations for rental vehicles.
In 2014, a woman filed a lawsuit against Dollar regarding what she called “obvious overcharges” in regards to rental insurance.
Due to the pandemic of 2020/2021, many companies sold a great deal of their inventory only to find that purchasing new cars was extremely difficult and expensive due to a lack of computer parts. This will mean that renting a car will be more difficult and expensive at least throuh 2022 and perhaps 2023.
The company has locations in the U.S., Canada, Latin America, and other countries. Today, Dollar Rent a Car operates as a subsidiary of Dollar Thrifty Automotive Group, Inc.
Wow, I wish I knew Dollar was this bad before I rented I would have switched rental agencies!
My issue relates being charged for Loss Dmg Wvr & Prem Road Serv when we declined everything but the agent added it and we signed in error. The record on the rental was #524237696. We have tried to talk to someone about it and the corporate team is just rude and say we signed it. We can’t talk to anyone at the location we picked up the car since no one answers. Does anyone from Dollar read & respond to these comments?
Dollar just topped the list of rental car companies not to rent a vehicle from. My rental car broke down in Rye, NY and I called Dollar to arrange to have a tow truck come and pick up the car which they did. I then receive a parking violation notice in the mail months later from White Plains NY where Dollar directed the tow company to take the vehicle 4 hours after it has been picked up. Dollar is trying to allege that I am still responsible for parking violations, even escalated to a Ed George, who alleged to be a Manager of the Billing Department and the highest level source to escalate. Not only does Dollar owe me for the last two days of the rental car that I did not use but also to clear me of this fine.
We rented a car from Dollar at Pensacola airport. When we got in the car it was full of cigarette ashes and it said it had a low tire. We stopped and checked the tire that the dash said was low. It wasn’t low. I called Dollar 3 times to be transferred to a disconnect line. I emailed them, no reply. On our 3rd day the back drivers side tire was completely flat, obviously the dash monitor for the tires was reading the wrong tires. I then called again and finally got through to someone and was told they will have a tow truck pick it up but we have to figure out how to get back to the airport to get a new car. Seriously! Needless to say we are now stuck with no vehicle to even get back to the airport for our plane tomorrow except to spend more money and Uber. DO NOT RENT FROM DOLLAR.
On July 22, 2021 I rented a car from the ATL Aport and it was the absolute worst experience I have ever had with a rental car company and I will never rent from Dollar again. I was humiliated at the front counter by the manager. She yelled at me and refused to offer a car to me. I had a 1pm reservation an I know how the lines are at the rental car counters at the ATL Airport so I got there @ 11:30AM and the line was out of control long. There was only 2 people at the counter. I waited in line for about 3 hours only to finally get to the front and be humiliated and fussed out and refused a car by the women who said that she was the manager. I get it we all was extremely tired and the reps were over worked that is why I approached her with the friendliest smile but it was not returned. The rep was rude and very short with me. I found out that my credit card was expired and I had to use my debit card and I was aware of what I needed to rent the car. I showed the rep my incoming flight information and she yelled at me that it was not right and that it didn’t have my name on it and before I could tell her to scroll down she dismissed me and told me to step to the side so that she could get the next customer and that is when I had enough I was nothing but nice to her and in return I got an full blown attitude. I told her that I was not going to step to the side because I had been in the line for 3 hours and that if she would just scroll down she would see the information that she needed. She at this time threatened to have me removed and because I was with my kids and because I am a black women I moved to the side to let her work with the next person. I was in fear for my life and freedom because in many situations where the police is called it don’t go well for a black person and i was with my children and I didn’t want anything to happen to me. I stepped to the side to ask the other rep for help with getting another manager out to help me and she was just a rude as the other rep. She stated that the other rep was her boss and that she could not help me. I was at my wits end and at the mercy of these people. I really needed a car and I was so humiliated in front of thousands of people at the counter and most importantly my kids. I saw that the people who the rep was working with after me had the same problem and her attitude was totally different, she was very patient and didn’t rush them, she explained very in the nicest tone to when and waited for them to get the information. I was humiliated but I attempted to make a second attempt to get this car that I desperately needed. I showed her the same email and scrolled up to show her my name and then she said that she could use that, but it was the same email that I originally showed her and she said that it wasn’t and I didn’t want to get in to it again with her so I agreed with her. I have never in my life been treated this was especially not by the so called manger I thought that the manager was suppose to defuse a situation not escalate it. I know that I am nothing to Dollar Rent a Car and I am not rich enough to be considered an elite customer but I am a customer and a human being and the way I was treated was just wrong. I don’t know what this statement will do but I just thought I would let y’all know and I will never rent from Dollar rent a Car again if I can help it.
Thanks
Katrina Cousins
Rental Record # 118986582
443-827-XXXX
katrinacousins1@ gmail.com
This rental car company has to do better, I was told this wait has been like this going on 3 months yet nothing is being done. I dont blame the works who are here trying to keep the busy going, but when customers wait in line to come into the office e and see half the counters for serving people empty it is disgraceful. Management and the CEO of this busy should be fired. I can only imagine the customers who will never return.
Wrote this letter and sent it to Kathryn who is the CEO of Dollar Rent a Car. Here is my Dollar experience.
We were traveling from Chicago to Ft Lauderdale Florida and booked a reservation through Dollar for a rental car. As you can see from the confirmation above our total was $452.28. When we arrived at the counter we were informed that the new price would be $1500.00. I was flabbergasted that a copy of our confirmation with the price shown right there was not honored. We left the Dollar counter very upset to say the least and went over to Advantage Car Rental.
I will never us Dollar again based on our experience.
Just thought you should know this story. To top it off never received a reply from Kathyrn who is the CEO of Dollar.
Thanks
Jeff Rudnick
If I could give this company 0 stars I would! The entire rental experience was a disaster. After booking a flight through United via “travelocity,” I received an email stating that I could save 40% off of my rental car. I booked a compact car for 4 days 11/15/19 – 11/19/19, at the Louis Armstrong Airport in New Orleans. The car was $25/day plus $67 in taxes for a total of $167.73 estimated to be paid at the time of pick up. When I got to the desk to pick up the car, I asked the rude attendant how much was the debit card authorization, he stated that it would be an additional $50 hold. So basically about $220 authorization hold until the car was returned. They actually took $367 authorization hold on my debit card!
When I returned the car on Tuesday the 19th of November, the attendant never gave me any receipt I just told me I was good to go. That nigh when I got back home I noticed an additional $113 authorization on my debit card! I called first thing Wednesday morning, to dispute charges. The customer service rep said that they accidentally charged me for a week instead of the 4 days. She then stated that the agreement was already closed so she would need to send it to be reviewed and disputed. Thursday, 11/21/19 I did a follow up and spoke to a different customer service rep. This rep said that he was updating the actual agreement and that I should only be charged $168.96. He then stated that I should receive and email within the next 24-48 hours with my updated charges of $169.96. Friday, 11/22/19 I checked my bank account and I was charged a total of $480.39 from Dollar rental. I immediately called and requested to speak with a supervisor because I was tired of getting the run around. The representative refused to connect me to a supervisor and she was extremely rude, ignorant and unprofessional as if I took $480 from her account. After going back in fourth with her for several minutes she final connected me to a line for a supervisor that rang for over 15 minutes. I immediately took my rental agreement contract to my bank BMO Harris to dispute the charges. Today, Tuesday, 11/26/19. I finally got to speak with a “supervisor,” who threw me for another loop hole. He stated that he could only refund me for $206 because I had the car for an additional 5 hours which was $17/hr fee. My comment to him was why didn’t the attendant that checked the car back in never stated that to me, and why was that never mentioned on Friday during the original transactions. The supervisor then stated that he can only refund me $206 and basically to take it or leave it, when I asked him to speak with his boss, he hung up on me!!! This is just another way for them to get over and steal people money. I’m not only sending this to the corporate office, I am also sending this to the Better Business Bureau, and yelping, and googling this. DO NOT RENT FROM DOLLAR THRIFTY. They are thieves and what’s in writing on their contract, is not what they agree on.
I should have checked Yelp first. I booked a Suburban for a three day trip to take my husband to UCHospital. I have never been more disappointed in a rental. The suburban was a 2016 with less than 60,000 miles, with the worse maintaince I have seen. The check engine light repeatedly came on along with other warning lights and towards the end of the trip the electronics on the car began to malfunction. When trying to pass the engine would hesitate and the car wouldn’t allow me to drive. I had to check the oil just to find a dirty engine and dirty oil. I can only guess that the air filter was dirty also. I rented this because of the safety rating of Surburbans. This particular car was anything but safe. The other disappointment was the customer service representative at the office who could have cared less regarding our safety driving their rental car. Check Yelp for photos. My next call is Wyoming consumer affairs.
I am very irate and disturbed in regards to the $300 smoking charge that was added to my rental with Dollar Car Rental and I want to dispute this charge . I did not smoke in the rental . I did not allow anyone else to smoke in the rental . I did have a few people that smoke I gave a ride to but they DID NOT smoke in the rental I would not dare smoke or let anyone smoke in any rental in my name to be charged a $300 fee that makes absolutely no sense at all . I have rented over a 300 cars in my life and have never been charged with a smoking charge. Additionally I have allergies which I take a shot for every week and I avoid smoke at all cost . I called on Tues to dispute this charge they advised me to ball back on Thursday. I called back Thursday and was denied a full refund of the $300, i was offered 35percent of the $300 which i declined because I am not guilty of any wrongdoing. I will appreciate your prompt response into this matter . I was denied to speak to a Manager although I asked several times during the call . #126251425
IAH Houston 06/29/2019 9pm.
I have a reservation to pick up a car at the Dollar Rent Car. I get in line, there is (1) person behind the counter. By the time the supervisor Tanya and one of her employees came back from break or wherever there were 10 people in line.
Supervisor assists someone at the self-serve kiosk and I continue to wait for the (1) desk person to finish with a rental agreement. I am next, I go up to the counter, give him my DL and credit card and he starts the rental process. He asked me for my email address and I questioned why, his response was because I had rented through rentalcars he needed my email address in order to give me a receipt which I thought was strange because I have never had to give my email address any other times I had rented a car from Dollar or Thrifty. I gave him my email address verbally, he didn’t understand, I started to give me my email address T for Texas, X for x-ray etc. he blurted out I don’t want it that way just tell me your email address, I said you don’t understand me, I said let me write it down, I also asked him what country he was from, he said, what difference does it make what country I’m from, I said evidently it makes a difference because you don’t understand what I saying. He then jumps up and refuses to continue. Then, the Tanya supervisor steps in and tells me I’m being rude and nasty. I’m taken back because I was not being rude nor nasty. She continues with her outburst accusing me of being nasty and rude and I disagree and told her she was the one being rude and NASTY. Her reply was Sir due you want to rent a car here tonight or what, I again told her about her nastiness. I was then forced to wait until she had completed her assist with the kiosk renter, The rude counter person moved on to assist the next in line. I continued to wait. My wife was standing behind me about 8ft. heard the hole ordeal and she approached the supervisor and asked why we had to wait, Tanya nastiness continued and told my wife, I told him I would help him when I’m finished. I again continued to wait, when Tanya did start with my transaction, I mentioned to her the unprofessionalism, the poor wait times and poor service i disliked. I asked for the desk person name, her reply YOU DON’T NEED HIS NAME, MY NAME IS TANYA AND THAT’S ALL YOU NEED. I again asked for his name and her reply was the same.
I escalated my horrendous episode to Dollar Rent Car Director Marcia McCoy and explained the encounter we experienced. I received an apology from Ms McCoy and an email addressing the situation and advised me the employee’s had been talked too about the occurrence. I also received a $150.00 voucher to use on my next rental.
I thought the matter had been resolved BUT NO.
09/04/2019 Houston-Hobby Dollar Rent Car
I have been using this location for all of my rentals for the last 6 yrs frequently.
The shuttle bus driver knows me, the counter staff knows me, the station manager knows me.
I go to the counter furnished my DL and CC, the rental agent starts the rental agreement and then stops.
She informs me Dollar cannot rent a car to me, She gave me the Do-Not-Rent phone number, after about 15 minutes in queue the person answered and informed me I have been permanently banned (lifetime) from renting a car.
I asked why and the comments were because of my racial comments and attitude at IAH airport 06/29.
At this point I am very upset because the allegations are completely false, false accusations and question my character. Utterly ridiculous. My wife heard the whole encounter and nothing be further from the truth.
This email and details need to be brought forth to Upper Management, Regional Management and Executives, this is complete fabrication and nothing more than retaliations from the supervisor Tanya.
Hertz Corporation, Dollar Rent Car and Thrifty have lost a valued customer.
I have rented cars many, many times at Houston Hobby and not one unpleasant experience. I rent ONE TIME and IAH and and experience unprofessional, ill-mannered, rude, nasty employees.
I encourage Dollar, Hertz or Thrifty to investigate this incident and I suggest the employees involved with the labeling (perm.ban) be terminated and a formal letter of apology be sent and the removal of the permanent ban be-removed.
STILL WAITING TO HEAR FROM HERTZ/DOLLAR Rental Car.
NO REPLY?????
September 3,2019
Dear Dollar Car Rental,
I am writing to you in regard to an extremely unpleasant experience I had as a customer. My experience renting a car from your company was so frustrating and the customer service level so poor that I am compelled to write this letter.
The trouble started when I showed up on time to retrieve the vehicle, I’d reserved weeks in advance (ref: reservation number J1171372682). The car performed well, and my trip proceeded without incident. However, when it came time to return the vehicle, I faced a major issue. My rental agreement was for total estimate charge of $46.24 rate at $16.00 a day with a 2-day rental. After I returned the vehicle on a full tank of gas checked my email and noticed a charge for a car seat of $98.00. At this point I am very confused and upset because I never received a car seat. So now my rental goes from 46.24 to $171.46. When I called customer service to dispute you all was closed and no one was available to help so I turned to social media for some answers. I am kindly requesting you to sort out the matter as soon as possible. I am a single parent and can’t afford being charged for services I never received. I have made several attempts by phone this morning with no answer. Please respond to this letter as quickly as possible.
I would like a refund for the charges. Additionally, I urge your company to review its internal practices on over charges. You have lost a customer today, & I will inform all my other coworkers not to choose Dollar Car rental while using our corporate discount and judging from your online complaints, I’m sure I’m not the only one.
Sincerely,
Toccara Hampton
832-352-XXXX
trhampton@ aetna.com
I rented online with Dollar Rental because of price – $42 daily. this turned out to be – $98 a day with the unannounced add ons…First I was told that Dollar would have to add a “hold” on my credit card of $250.00 because it was a debit card…it is BOTH…when my wife presented her credit card, they stated that she would have to drive the FORD F150…..which they presented because I was 35 minutes early for pick up and the Toyota Corolla that I reserved wasn’t “ready”…My wife is 5’2”,and her feet wouldn’t reach the pedals….They said that it would cost $13 a day to add me…that’s $52 (4 days worth) because the clerk didn’t care to (or know how) to process my card as a credit card…..next, she said that there was a $40 charge for tolls because there were tolls “all over Austin TX” and you couldn’t pay cash…SHE HAD NO IDEA WHERE WE WOULD BE TRAVELLING…Then there was the CUSTOMER FACILITY CHARGE – $24, – SURCHARGE – $24, STATE RENTAL TAX – $34, AP ACCESS FEE – $32, AND CITY RENTAL TAX – $17…..NONE OF THIS WAS MENTIONED AT THE TIME OF THE RESERVATION. I certainly would have shopped for a different rental agency if I had known. The reservation stated $170 for 4 days….it turned out to be $392.30. You are a ripoff company, and I will not take this lying down…BBB, here I come…Social Media, here I come…senior management team of Dollar, here I come…my state representative…here I come.
I wanted to share my experience with the IAH location at Bush Airport. John Louis and Tanya Patterson both deserve rewards for going above and beyond helpful!!. I went to that location thinking I had a reservation. To my surprise, I had actually booked at the Hobby location. To make a long story short, the first rep was not friendly nor tried to help. Fortunately for me, John and Tanya were there to rescue me! Compassionate, friendly, courteous, funny and empathetic to my plight. I couldn’t thank them enough for all of their help! They deserve recognition for all of their hard work! With the wonderful attitudes they carry, I truly believe they are like this everyday with every customer. Thank you again John and Tanya!! God bless!
Thanks for providing Tanya’s last name, now I can move forward with my lawsuit against her, the location management and one of her rude employees.
I am writing with profound concern over the manner in which family and I were given less than satisfactory service on July 22, 2019 at the Charlotte AP, NC. Being a retired disabled Navy veteran, this created undue stress that should have been avoided. This vehicle was reserved many weeks ahead.
Through no fault of our own, the flight was late arriving from the west coast, San Diego, CA. It took OVER 1 ½ hour to get a suitable vehicle that would fit our luggage and child seat. When we arrived there, there was ONLY ONE staff member on duty processing the rental paperwork. His service was very slow and the line long and chaotic. There were two different vehicles brought up that did not meet our needs. As a result, the supervisor had to be contacted to help resolve our issues. He was a very accommodating professional.
The vehicle that was finally chosen set too high up for one of my family members who has a knee replacement. In addition, the luggage could barely fit in the trunk.
My experiences with other car rental agencies has been smooth whereby you arrive complete paperwork and just pick your car and drive off. Also, other car rental facilities are able to promptly provide the car requested without the unnecessary hassles and delays we experienced. We did not reach our final destination until well after 1 a.m. This was totally unacceptable.
Sincerely,
PHILLIP E. DARITY
I picked up my vehicle at the Dollar rental and they overcharged me then they didn’t even have the rental insurance I paid for, so I was major delayed. Then some bogus toll charges, worst experience in my entire life with a rental company of any sort.!
I had a very bad experience with Dollar. I prepaid for an 8-day rental. The site I used (Chase) showed that I “might be” charged a one-way drop of fee. I contacted the counter at the IAH Airport and gave the employee my dates, drop off locations, etc. She confirmed I WOULD NOT be charged any fee. I also tried booking through their site (did this again today) and NO one way drop off fee is listed.
Surprisingly (or not) when I arrived to pick up my car, the employee at the counter told me I would be charged $300 to drop off at DFW. I wanted to cancel at the point but I couldn’t because I trustingly prepaid.
I was told to contact Customer Service, they replied saying I had agreed to it when I picked up the car…which was too late anyway…and that they don’t show these fees explicitly because they are more like “add on insurance fees”…what??
So, they told me talk to the supervisor upon returning the car. She couldn’t do anything because the “system automatically charges the daily fee when she removes the one way fee”. I was told via email that if she couldn’t do anything, to contact them again and they would “research”.
No word, no response after multiple emails. Credit Card was still charged the $300.00. Supervisor admitted that they had other complaints on the same issues.
I was told not to rent from Dollar or Thrifty because of “hidden costs” and I didn’t listen because I confirmed using their site and their employee. I should’ve listened.
Gee! Wish I would have known how awful this company was. However, I did book through Priceline. I booked the car under my son-in-laws name because he was going to be the driver. Our flight was delayed fro Orlando and I called and told them that we were being delayed and would not get there at the time we should have. I was ASSURED since our flight was delayed that they would wait for us! My son-in-law raced to get there and they were closed! Thus, leaving us stranded in Midway/Chicago with 2 small children and 5 adults. I called and was told that they would see if they could honor the price at O’Hare. I asked how I was supposed to get there and was told that I would have to get there on my own! WHAT A JOKE! Hertz Rent-a-Car was nice enough to try and accommodate us. However, we were promised a Suburban or similar vehicle. Hertz was able to give us a Dodge Caravan, but we were packed in there, with no room to move! I called the number for the Corporate Office and the number was changes or disconnected! IMAGINE THAT?!?!
I will get in touch with someone, just a matter of time and I will NEVER use this company ever again. Also, I will spread the word to everyone I know to NEVER use them as well. HORRIBLE!!!!
Thanks for letting us know that the number had changed. The site has been updated
We arrived in Puerto Vallarta airport to be taken off site to pick up our van. We were then quoted an outrageous price for insurance to the tune of $4000 Canadian. We finally settled on $1500. At $40 per day which we now find out seems to be the norm for 21 days it should have been $840. Everything was signed and we had to go outside to give $350 Canadian cash in order to get our key. After traveling for 15 hours and it being later in the day we were not in a position to argue. I did leave a formal complaint at the rental office after we dropped off the vehicle. In essence we were grossly overcharged to the tune of $660 for insurance and the $350 cash. My total bill should have been $1292.00 Canadian and according to the paperwork it will be $1919.00. I do not mind paying what is due but am pretty upset about being ripped off!
I was rear ended in a dollar car the first week of January 2019 n Atlanta Ga, I have heard nothing from your company about the damage done to the car nor has my insurance company been contacted. I would expect some sort of contact between your company and me and or my insurance company. Could you please respond to this issue and tell me what is going on. The car was rented from and returned to the Atlanta Airport.
Stephen B. Ford
Rented car at SFO. Purchased CDW/LDW insurance. Car broken into within 1 hour of arriving in SF. Window broken and items stolen. Police report filed and copy sent to Dollar. Car returned and replaced. Report filed with Dollar. NO response from Dollar after 11 emails and countless hours on hold.
Dollar persists in ignoring all attempts to contact regarding claim. Believe OBVIOUSLY FRAUDULENT MISREPRESENTATION. Will likely require escalation and withdrawal of mandatory arbitration clause in coverage, possible class action. Stay tuned.
Rented 2 cars on the website with Auto Europe. Res# H83112268B4. Ended up having to pay an extra charge of $ 65.93 per car at Dollar counter in Fort Lauderdale in order to get the cars. Was very upset with the surprise which was not indicated anywhere. We believe we got “stung” with these extra charges. A friend of mine in the same period ended up paying same amount as us but no extra surprise charges from Dollar. These hidden charges should not be permitted. Being a long time customer of Dollar we would like a refund for our $ 65.93 extra charges per car being $ 131.86 for both.
Misleading advertising is the worst case scenario to lose customers. Most people don’t complain and companies get away with it until it catches up to them with their customer base being eroded.
Sincerely yours, Pierre
Problems Encountered with Dollar Car Rental Program Over the Past 2 Years
Let me start by saying that I have been renting cars with Dollar for over 20 years now. I am also a member of the Express Rewards program. Up until the past two years or so renting with Dollar has been mostly problem free. But lately there has been a host of confusing and frustrating issues that have caused me to consider whether is is time to move to another rental company and avoid all the effort that goes into trying to work through these issues with Customer Support. Let me list some of the most glaring problems incurred lately.
Express Program:
– Rewards points that are not being awarding automatically for prior valid car rentals. Let me give 2 recent examples.
6/15/18 SeaTac airport #U14629554 (This was a 7+ day rental)
11/9/18 Norfolk airport #153958744 (This was a 2-3 day rental)
Even though the rewards App program provides you an opportunity to add “Missing Points” for rentals by providing the requisite information, I was not able to do so for the above and had to enlist customer support to make this happen. They provided “Customer Service Adjustments” points on 11/28/18.
– Some airports do not fully participate in the rewards program. It seems that smaller airports still require the customer to proceed to the service desk to complete and pick up the rental. According to the Express Rewards Program one of prime the benefits was being able to proceed directly to the garage and pick up your vehicle and drive off the lot. Supposedly that is why we provide all our information, credit card #, vehicle choice etc. to the rewards program so we can walk to garage, choose our vehicle and drive off.
Toll Violation Confusion:
– Rental agreement #176022604 out of BWI Airport 12/14/18 – 12/17/18. I had my own EZ-Pass transponder which properly picked up both the outbound and return trip on the toll road on 12/16/18. Yet on the return trip a video license image was was also recorded, even though the transponder had also charged for the return trip. This video image is what is forwarded to Dollar by the toll authority. I am not citing Dollar for this mistake (the simultaneous video record is the problem of the toll authority). My concern is the actions that I had to take to rectify this toll violation with Dollar.
I received notice of the violation, #7461891179532 on 12/13/18. After checking the transponder records with EZ-Pass and discovering that a mistake was being made I immediately followed the instructions on the violation notice. The instructions noted: “If you have already remitted payment to the toll issuer (in this case the transponder payment), please provide us with proof of payment so we may clear this matter with the toll issuer. Proof of payment may be faxed to 602-532-7211”. On 1/8/19 I faxed the violation notice, EZ-Pass record etc. The due date was 1/14/19.
Some time after the 1/14/19 due date my credit card was charged $17.15 ($2.15 toll amount and $15.00 administration fee). I contacted Dollar Customer Support to determine why I was still being charged for the violation. I was told I should have emailed the documents to dollarrentacar@ atsol.com. and not follow the instructions on the violation. I emailed the documents on 1/31/19. On 2/8/19 I received an email indicating that my credit card was credited $15.00..the Administration Fee! What about the $2.15. That was paid once as the toll on the tranponder record and a second time to Dollar! Is this confusing to anyone?
Miscellenous:
– Most recent rental 1/22/19 Orlando Fla. #197690673. Select car in garage. Load car with golf clubs, luggage etc. Get in car and start it up and discover only have 3/4 tank of gas! Unload car and select another. Load car, check gas, drive off!
– Unable to “View, Modify, or Cancel” my rentals on Dollar.com. Enter Confirmation # and last name….”cannot locate reservation”! Asked Customer Support about this and they did not have an answer!
Yeah, maybe it’s time to move on rather than deal with these problems.
Gary Dayton
To whom it may concern,
I really don’t know where to begin with this but I’ll give it a shot, I travel to DC quite frequently with work and I’ve been going to Budget Rental for around 12 years now, I decided to give Dollar a try and rented with you back in November 2018. The gentleman at the counter was quite happy to help me since I had just switched to your company, and even gave me a free upgrade! I went out to the parking lot and chose a vehicle – It was evening and a little misty when I arrived so I put my bags into the trunk and started my routine “walk around” inspection of the vehicle. As I proceeded around I immediately noticed that the vehicle had a small amount of splattered road tar behind the wheel wells; as I continued around the vehicle I noticed what I had presumed was more tar down around the bottom of the passenger doors. As I approached the other wheel well on the passenger side I decided to bend down to the closest spot for further inspection, and rubbed my finger through what I now know was road tar. Satisfied with my walk around I departed the lot and headed to a colleagues resident where I spent the night. The residence where I stayed has a simple 4 vehicle driveway, and my rental car was the only vehicle parked there throughout the night as the other vehicle were parked within the garage. The next morning I left for the office where I have my own parking spot located next to a wall on the passenger side, so no one was able to park next to me. The next morning I departed for the airport and checked the vehicle in with the attendant. He immediately went to the passenger side, which I thought was odd, and began pointing at two 3-4” black lines under the passenger door. Upon further inspection, the two lines, which I had presumed was tar, appeared to be two 3-4” scratches in the paint. I immediately asked the attendant to please take a look at the past inspection log/data for the vehicle in order to rule out the fact that I had nothing to do with this damage. There was NO other damage other than the small scratches on the passenger side, and it was even annotated in the statement that I made that morning at your rental car location on Autopilot Drive, IAD. I was assured every step of the way by your staff that it was “okay” and to just “explain what had happened” in the statement, which I did. Well here we are a few months later and my family receives a letter claiming that there is over $1,100 damage to the vehicle, for 2 small 3-4” scratches? I’ve spoken to my insurance agent and they have a claim stating that there was additional damage to the driver’s side rear bumper, how?! Could someone please contact me via email to explain this? This isn’t the way I intended to start off as a new customer with Dollar Rental. There are plenty of options, but unfortunately most companies lack the ability to provide an adequate level of care and understanding for their long-time customers. I’d like to extend the opportunity for both parties to come to an amicable agreement, one where you (Dollar) get your vehicle repaired, and one where as your customer, I am not being taken advantage of, at this moment it’s quite apparent, that I am.
REFERENCE LETTER SENT TO DOLLAR RENT-A-CAR REGISTERED ON 1/13/2019
I had a terrible experience with Dollar and wrote a letter explaining the experience to the CEO that was identified on the Web Site, that day.
I addressed it to Dollar Renal Car, 5330 East 31 Street, Tulsa, OK 74135.
I received the letter back, return to sender. unable to forward, not known.
Now this is amazing. I am disputing a charge. So you want to play games. No Problem.
I have the un opened letter to show the judge, sent registered and returned to me.
I have done what any reasonable person would be expected to do.
Douglas Cahill
phone. 757-880-XXXX
Thanks for letting us know the site was out of date. It has been updated.
Rented a car at Myrtle Beach airport and was suppose to be a van and received an SUV instead. The price was $535 with a 30% promotional discount which made the total $375. I paid what was on the rental agreement which was $371. A month later I received a charge of $40.60 on my credit card for what they said was a mistake on their part with promotional code. I talked to people and sent e-mails of why there was an additional charge a month later
and still have not received an answer of why more money was charged except their error.
I thought I had a bad deal with Dollar until I read the complaints below!
My wife and I picked a car up at Orlando Int Airport on 9/15. In over 25 years of visiting Florida we had never had a problem renting a car but the Dollar rep. spoke poor English and dealt with us very quickly. He told us to return the fuel tank full, as expected. With a queue of people waiting, I didn’t realise that we hadn’t been given a copy of the rental agreement so it wasn’t until we were back home that I found my credit card had been charged $225 more than expected. In exchange of emails, I found that we had allegedly agreed to take two options – Premium Road Service and Concession Fee Recovery (whatever that is) – and had been charged for the tank of fuel.
I shan’t be using (the Hertz owned) Dollar/Thrifty again.
Is there anyone at Dollar the horrible car rental who looks at what is happening inside their stores. I returned a car 7 day before it was due and was charged for the entire 12 days. No only I did not receive a refund, I am asked to pat a $77 toll charge that they allegedly paid on my behalf. Is there any toll anywhere between Denver and Estes Park CO? This is much worse that fleecing the public. Mr. Paxton I will make sure that anyone who wants to rent Dollar and the parent Company Hertz not to do so. You people are giving highway robbery a whole new dimension.
Rented a car out of the Memphis airport ,told me I could not have the car I picked fro my row with no explanation .They gave me a Toyota it had scratches and a key fab that was glued together,which fell apart when I arrived at my hotel in little rock Arkansa for a family funeral .When I returned the car I was charged $356.00 for the key , I had to make my flight . Called customer service same day the said they could not even listen to my complaint for 24hrs .That was a straight out LIE .called the next day and was treated so horribly ,disrespected basically threated by the supervisor about a refund . I have filed a complaint with the BBB and on your face book page . I will be calling my attorney general to find out my options. We were scammed . I wont stop posting horrible reviews anywhere I can find until I get results and an apology !!!
I booked for a car and finally when I went to pick it, they wouldn’t release the car to me. Dollar assured me that they would refund my money. It has been more than 2 weeks and I haven’t still had my refund. I called in today to talk to one rude guy called Jeff. He told me there was no way to refund the money. And when I requested to talk to a manger, he told me there was no manager to talk to. I asked to talk to someone else, and he wouldn’t get me anyone either. Dollar will loose their customers if they keep employees like Jeff. I hope they get back to me to refund my money they took from me for no services done.
The most horrible place I am so unfortunate to have to deal with. I am a businessman from Thailand, but it would be shameful to call this car rental a “business”. If all the questions I posed below in the detailed report are not answered satisfactorily, I will assume that the Dollar employee(s) at LAX stole our belongings right before our eyes, and think they will get away because we are tourists and have no recourse.
I have tried to get the “management’ to take notice of the incident, but I believe they don’t care. All they have to do is to investigate the incident and look at the surveillance footage from cameras around the premise, and they will find the thief(s). However, so far, there seems to be no real action except some pass the buck b.s.
Anyway, for those interested to know what happened, the report below is very long but will shed light into why you should stay away from them.
Customers :-Chalermchai/Pavaree Wongwaiwit
Dollar Express number: 01000953609
Mobile 831 254 XXXXX
Emails:- chaiwongwaiwit@ gmail.com, warintrakom@ hotmail.com
Rental contract number: 596024321 out of Dollar LAX
Booking reference number US976821200
Confirmation number: H672341308
Rental period June 8th-25th
Final rented car: Kia Sedona minivan, license plate: CA 7SOM 360
Inglewood Police incident report date 6/18/18, number: 18-41358 Officer Mandujano #1028
Summary:-
· Friday June 8th 11:45am. Customer had to take car out 3 times.
· 1st was wrong type of car because it was parked in wrong area
· 2nd car was supposedly defective and due for maintenance, but parked as ready for rent.
· While customer was looking for another car, a Dollar employee suddenly drove off the 2nd car with all the belongings still inside.
· Customer ran to stop the car about 70 yds out.
· Another Dollar employee helped carry 4 luggages back to third car.
· In the confusion, one sports bag carrying an expensive Hermes designer bag ($15,000) was left in the backseat of 2nd car.
· Customer went back early next morning, a person named Samantha said the car was sent out for maintenance and couldn’t be located. She needed 2 hours to locate it.
· Customer left phone numbers but never got any call back.
· Evening after reporting loss, we called another employee and she told us they still couldn’t locate where the car was sent to???
· Customer’s son called Samantha on the 11th but she said she located the car on the 8th and looked into the backseat and found nothing. (But that was before we even reported the loss in the 9th!!)
· Customer went back with LAX police and the manager and a man named Tido Sanchez said the car was re-rented out the same afternoon of the 8th to European customer, and they couldn’t be contacted!!!
· With all the conflicting accounts, we suspect there’s a crime committed and believe all the proofs are in the surveillance camera footage and would like an authority to look at the event around the car.
Timelines and details :-
Friday 8th 11:30 am.
After 20 hours flight from Thailand, we arrived at Dollar rent a car and were told to take any car from the parking area on the right side of the lot.
First we put all our luggages (4) and one sports bag (Tommy Hilfiger) containing a brand new Hermes designer handbag costing US$15,000 in a blue Toyota Armada and tried to exit the gate at approximately 11:40 am. However, the guard told us it was a wrong type of car since we rented a minivan, not a SUV. (We didn’t know because it was parked in the minivan area).
We re-parked the SUV and moved all our luggages into the trunk of a Nissan Quest minivan and my wife put the Hilfiger sports bag in the 2nd row back seat. We asked an employee named Yvette how to fold down the 3rd row backseats. When we arrived at the gate, we were told by the guard that the Quest had a sticker on it because “There were too many complaints with the car”, and we had to return it. So we had to bring it back to re-park in the same minivan area.
While we were looking for another minivan, somebody suddenly drove off with the Quest with all our belongings inside. I had to run after the Quest but the driver stopped at another line of parked cars about 70 yards from the minivan area and just walked away.
Yvette saw the incident and helped me carry the 4 luggages from the trunk of the Quest and put them in a Kia Sedona which we finally was allowed to take out. In all that confusion my wife thought we removed all belongings from the Quest, but I didn’t know she put another bag in the second row back seat, so we left the rental place with the bag still inside the Quest.
Later that evening when we arrived at our second home in Westlake Village, my wife realized we left the Hilfiger/handbag in the Quest, but the Dollar office was already closed.
Saturday 9th 7am.
Very early in the morning, we went into the Airport Dollar location and had to wait until 9am for someone from lost and found to come in.
9 am. we met a woman named Samantha who exclaimed “Oh! You are the ones they talked about yesterday”. She told us to wait and went inside the back office to look for the bag. At the moment we were hopeful they had the bag because she knew about us. However, after about 10 minutes she came out empty handed and told us the car had left the lot for maintenance, but they didn’t know where it was because they have 3 possible lots it could have been sent to!!! They needed 2 hours to track it down!
Samantha told us to go to the lost and found website to file a report (which we did immediately), and told us to wait while they track down the Quest. We gave her our 2 US phone numbers and she said she would let us know when they find that car. She went back inside.
We went outside into the lot to try to ascertain that the car was not really still there. We met Yvette again, who was very sympathetic to us, so we asked for her number in case she found out anything. When we came back into the rental office, we saw Samantha just standing outside the back office having coffee with one other employee.
We had to go out of town that Saturday and were waiting to hear from Samantha in what actions they might have taken to locate our bag, but the whole day there was no call from her. However, we got a call from Yvette to ask if we knew the license plate number of the Quest, but we didn’t. We told her Dollar should be able to find out through the surveillance cameras both at the rental area and the gate. She told us they were still looking for the car.
Later that evening I texted Yvette to ask if there was any progress? She texted back that someone named Jeremy spent the whole day looking at the camera and finally found out which minivan it was, but the car was out in possible 3 lots, but they were not sure which one!?
Until Tuesday there was still no call at all from Dollar on what actions they have taken to try to locate the bag. We kept looking at the website to see if our item was listed. One item turned up at Thrifty on the 10th under “handbag/purse”, so on Monday 11th my son who is a better English speaker called the lost and found to see if it could have been ours. He first talked to someone called Stacy, but later transferred to Samantha. My son tried to see if the “handbag/purse” shown up at Thrifty could have been ours? After trying to match the description to the vague detail in their report, Samantha said she would check and call our son back. She never called back until our son called again. Then Samantha said the “handbag/purse” did not match our description, but then told my son that she located the Quest and she personally looked on the back seat and found nothing!!!!!
Wednesday 13th 2pm
We went to the LAX Police department to file a report. The assigned officer tried to help us contact Dollar on the phone, but was transferred everywhere but the actual location. He decided to accompany us to the location, but later found out the area was under Inglewood police’s jurisdiction. So the officer could only help us communicate with the office manager.
Here comes the real twist. We met the shift manager and were told the Quest was re-rented out that Friday 9th afternoon to a “European customer”!! So we asked why we couldn’t take it out? Another man named Tido said our rental period was too long (until 25th), but the European customer’s was shorter so he could take out the Quest. We asked until what day the rental period is, the answer is 22nd!! We asked what time on Friday the car was re-parked and rented out, Tido went into the back and very shortly came out to say 3pm.
We asked how it was possible that the car we couldn’t take out because it was defective and due for maintenance be re-rented out 3 hours later? Mr. Tido said it was the “system” of Dollar which sometimes does that!!!!
Tido said there was no way they could contact the European customer and we had to wait until the 22nd when the car is returned and hopefully that customer would return the bag, otherwise there’s no recourse.
The officer then asked who was responsible for lost and found, Tido said Samantha and she was not in there at the moment. She was working at Thrifty nearby and nobody had the key to the lost and found room! However, a few minutes later Samantha unknowingly walked out from the back office and saw us, but kept walking by!!
Tido was trying to say that Dollar cannot be responsible for lost item in returned cars. However we said our case is totally different. The bag never left the premise and the Quest was still under possession of Dollar. The proof would all be recorded by the surveillance cameras pointing directly at the rental area and the gate. Then we asked how many days the camera footage would be kept, and someone there answered they make and keep copies for everyday.
Thursday 14th 10am.
Samantha called my son, and then me to ask for our rental contract number and said somebody or her would call me again shortly. But we never got any call back and it all went quiet again.
Monday 18th 3 PM.
We contacted Inglewood Police that has jurisdiction over 9150 Aviation Blvd. (Dollar’s address). Officer Mandujano accompanied us and spoke to Sheryl, who later claimed to be the manager, said somebody already went through the footage with the police officer from last time. This was simply not possible because the LAX police officer couldn’t do much because it was out of his jurisdiction and he left with us. However, Sheryl insisted some policeman already spent the whole day going through the camera footage and called Mr. Jeremy. However, Mr. Jeremy said there was no camera footage because the whole security camera system was down and under maintenance!!!
We called Mr. Tido back to speak with us, he said the Nissan Quest was re-parked and rented out to another European customer. He also said somebody already looked at the camera footage and nothing special happened. It was re-parked and driven out by the European. However, he said he already put a notice on that car when it would be returned on June 22nd. to ask if the customer saw that bag.
June 26th
We have been looking at the list on the lost and found website every day and saw nothing. However, on the 26th, an item was inserted as “bag/purse” but backdated as 23rd. So we thought it was possible that it could have been ours. My son called and Samantha answered, but acted as if she never knew about our lost bag. After our son described the bag as a Tommy Hilfiger sports bag containing a Hermes bag, she said it was not ours, but an Adidas bag.
Our actions:-
At the advice of Inglewood police, we filed a small claims suit against Dollar in the hope to subpoena the camera footage because we know all the proof of this suspected theft by Dollar’s employee(s) are in there. We also subpoena Mr. Tutaco Sanchez to appear in court. We also tried to ask for Samantha and Jeremy’s last names to subpoena them, but they refused to give to us and told us to contact Dollar’s legal department.
We tried to contact Corporate Dollar’s legal department. After spending an hour being transferred everywhere but the legal department, we finally got to talk to someone in charge, Ms. Bianca who said they would look into it. However, so far there is no call back from her.
We are now hiring a law firm, Jeff A Mann from Los Angeles to take further legal action against Dollar for gross negligence causing a loss of valuable property because the car never left the premise and still under the possession of Dollar Rent a Car. The loss also happened because a Dollar employee drove off with the car while we didn’t even finish unloading all of our belongings.
Our questions:-
1. Why did Yvette text us on Saturday evening that they were still trying to locate the Quest because they didn’t know where it was sent out to since they had 3 other lots for maintenance?
2. Is it really possible a car rental company not knowing where one of their cars is, when it is still in their possession and being sent out to maintenance?
Why was a defective car parked as ready for rent?
4. Does Dollar have the “procedural policy” to park a ready for rent, but defective car for customer to choose, but would be told at the gate to return it? What kind of “system” is that?
Why did a Dollar employee drive the car off immediately with all our belongings still inside?
6. Do they not have a record of who drove that car when we were trying to find another car? Do they not have record of who drove that car out of the gate and to which lot?
7. However, how could the shift manager say the Quest was re-rented out 3 pm that same day?
Why was there absolutely no contact from Dollar if they knew the car was really re-rented out?
9. Why could they rent out the car to another “European” customer, and not to us when our rental period was only 3 days longer? (Was the car purposely quickly rented out to cover up something?)
10. Why did the gate guard say the car had a sticker on it and had to be returned for maintenance because “it had many complaints from the customers”, but why was it parked in the area ready for rental in the first place? And how could it be re-parked ready for rental again 3 hours later? Does it mean Dollar rented out a defective car knowingly?
Why wasn’t there a real effort to locate the expensive lost item?
12. Doesn’t Dollar recheck the car before it is ready to be rented out again?
13. In this day and age, how could someone drive the Quest out the lot with an unattended bag in the backseat and not notify someone right away when found? Who would dare to open that bag found near the airport vicinity?
If the car was rented out to another “European”, can’t there be a way to contact to ask a gentle question if the bag is still in the car? Don’t people use email, though they may not have a US number?
15. If that was the case, why didn’t they inform us right away that the car was re-rented out after we left? There was absolutely no verbal communication from them at all though they have our numbers.
16. Why did my son have to call again and again when lost and found said they would call back, but never did. My son had to call back every time.
17. How is it possible that Samantha told my son they found the car on the 8th and she personally looked inside and found nothing, before we even reported the loss on the 9th?
18. How could Samantha look into the back of the car when it was already “re-rented” out to another European that same afternoon of the 8th?
19. Why did they tell us Samantha was not working there when she actually was in the back office?
20. How could they not have the key to the lost and found room during office hours on Wednesday 13th?
21. Everything must be recorded by several cameras’ surveillance footage, why can’t they just take a look since they knew the exact time and day? Even if the car was parked in the other line, wouldn’t they see someone carry the bag out by some other cameras nearby?
22. Why did they tell us they spent the whole day looking at the camera footage when they knew the exact time we left? All they had to do was to look at the exit gate camera to find the license plate number of the Quest and just put in the computer to find out where the car was.
23. What was Mr. Jeremy supposedly looking at the whole day when he later said there was no camera footage?
24. Is it possible that a car rental place so near to one of the busiest airports not have a working surveillance system? With thousands of people, some of suspected backgrounds renting cars for whatever reasons, and they say they don’t have the footage? Are they putting customers and general security at risks through their negligence?
25. Why did we get a call from Dollar 6 days later asking for rental contract after the visit with the LAX officer, but no more communication again?
Why did Dollar’s employees tell obvious lies to us, their customers in distress?
After we have tried to raise the issue to the police, the court and the corporate office, there has been very feeble attempt to contact us through email that the lost item is not found, and Dollar will continue to monitor for it. Monitor what when we suspect it was stolen from the inside?
We have sent this report to “Customer Care”, but were told that the issue of lost and found is handled locally, and we had to contact the local office manager. How could we contact him/her when all of the people there say they are the manager? And there is an obvious attempt to stonewall us because they think we are tourists and will just go away with no recourse.
With all the conflicting stories we are told, we are convinced there is a crime committed on the LAX Dollar Rent A Car premise. The Hermes Birkin bag is very expensive and holds a sentimental value to us. We demand a thorough investigation by someone of authority looking at the recorded video of the rental area, and the supposed record of the rental to the European. We believe all the proofs of this theft can be discovered in that video, and the rental record and the maintenance record of the surveillance cameras.
We will also take legal actions against Dollar Rent a Car for gross negligence and unacceptable customer care. This is not an ordinary lost and found. The bag was still in a car which was never taken out of the Dollar’s premise and still in possession of Dollar.
Unless all the questions above are answered satisfactorily, we will go with our suspicion that Dollar employee(s) stole our bag. I am a prominent businessman in Thailand and I understand how businesses operate. I am also a reasonable man and was nicely asking the Dollar employees for help. However, the uncaring attitude of every Dollar employee we encountered was absolutely horrible and unacceptable. I will make sure many Thai people will hear about this incident at your company. I will also not rent another car from here ever again.
Anyway, I don’t believe any one at Dollar really cares.
What a surprise when I returned the car. I rented a car from Dollar as I went to Phoenix to be with my sister who was in intensive care in the hospital. Not knowing how long I would be there, I initially rented the car for a week. At the end of the week, I still didn’t know how long I would be there, so extended the car for another week. While the “Initial Charges” on my receipt when I returned the car were very reasonable ($171 for 10 days), the total bill was more than double that — $346. Some of that difference was taxes, but Dollar assessed $95 in fees: $25 “Early Return Fee”, $60 Customer Facility Charge (whatever that is), and $10 “Return Change Fee”. These undisclosed fees are exorbitant and unreasonable. Guess I’ll have to rent from a reputable company next time.
I am in disgust because of the total misrepresentation your company/ employees have as far as your policies are.
I used your services August of last year with my VISA PREPAID CARD AT THE TIME OF RESERVATION AND AND RETURN OF RENTAL WITH ABSOLUTELY NO ISSUES. I made a reservation last month for this past week and had over 1,000 dollars on card- called the 800 number to verify I could use this card 2 weeks ahead of time and they even checked twice and I was assured it would be fine . I get to JAX Airport and present all necessary doXXXXentation for return flight , second form of ID and the card on file for payment- the agent was extremely rude, even though I assured her that I had spoken to someone, she did not care. I then called the 800 number to get it straightened out, we got everything situated and was AGAIN assured to me that my card and credit were worthy of rental, I was given a lower rate for my “ inconvenience “ and a new confirmation number and told to go to counter and they would take this payment and how sorry they were. Well, guess what ?Your representatives Kim and her supervisor wouldn’t even try my card again and didn’t seem to care what I had to say with their awful derogatory demeanor, not even listening to me to explain I had just spoken to Escalation in order to rent my car.
So , when all is said and done I am out $425 in taxi fair and an emotionally ruined vacation per your company, and although you won’t care I am telling everyone via twitter, FB, and all outlets of social media how horrible my experience was with your company and their GHETTO FABULOUS un trained personnel.
I rented my car Sat 1/24. I couldn’t find the car because the key didn’t work. I went back to the desk and a guy went and pulled my car upfront. I asked where the keys were and he said in the console. I drove to Petersburg and once i tried getting back in the car it wouldn’t open and the actual key didn’t work either. 3 tow trucks and 9 hours later i finally got a ride back to the airport where dollar and all other rental places were closed. Now they had to send a uber to get me back to Petersburg where i had to buy another room because I was suppose to be on my way to Maryland where i already paid for a room. So I get a uber back to the airport Sunday to get a car with correct keys. I stated that if this rental wasn’t free and I don’t Get a voucher as well cancel my rental. They stated take my paperwork to bwi airport once I return the car to get a refund for total rental. They only gave me a credit for sat which I didn’t have a working car for anyway and gas which I was told not to worry about anyway also. I need a credit for my entire rental and a credit towards the next one. I was a frequent renter with dollar until this. Please respond so I can know what to do going forward because I will DISPUTE these charges with my bank since i was told it would be no charge.. THANKS
Re: Tabitha Navarro
My daughter was belittled put through stress from ur service worker
She made my daughter cry someone needs to have her look for a job where she can be happy I’m This worker must of had a bad day at 2am Tabitha just lost her brother and she is pregnant the stress this worker did as she was smacking her mouth eating chips was uncalled for
My # is 661)269-XXXXX
I am currently at Orlando airport waiting for a car. The person on the counter is called “Chay”
Having prebooked the car and paid in full I expected there to be a car. We were told that the car was being driven over from the other terminal and to wait until she called us. Half an hour later my husband went to query how long. Without looking up, Chay informed him it would be 5 or 10 minutes which he reported to me. I went up to he counter and asked Chay if she could confirm how long it would be as we had been waiting a while. She said 5 or 10 minutes and repeated a car was being driven over. I queried this as the company should have been prepared for our picking the car up. I asked if she could contact the person to find out exactly how long he would be. I was stunned to be threatened in response. Chay stated I “could wait inside or she could send me outside to wait in the heat.” I had spoken in a measured tone to her about a legitimate concern. She refused to answer my basic query or explain what the delay was. It has now been an hour. No sign of the car yet and we are going to miss our dinner reservation and be charged for it.
Update. A man started calling lots of names. We were supposed to be ‘first in the list’. Surprise surprise no car for us.
Wow! Wish I would have read these comments before rental. I would think the company officers would realize there is a flaw in the rental process if this many customer are complaining about the same thing 🙁 This is a true example of deception! The rental representatives should explain exactly what you are agree to in the contract. Do you really want a customer to bring there attorney or stand there to read the fine print of 12 pages of contract fees or are you going to be a stand up company, confident in your service, and disclose the fees honestly and upfront! Rental agreement upon reservation was $73 thru Expedia. After returning home and in review of my credit card statement, I was charged an additional $76 in fees by Thrifty. Fees that are ridiculous: $27 for premium road service?? what are you doing? driving me around?? $40 loss damage waiver?? what is that??? smh and the best one – Concession fee recovery $3 (and tax of $6) – what concession fee did you recover?
Horrible! I am sure the 800 service reps. are not nice because they have to work there and deal with these complaints. After a while they become deaf to the actual reasons.
Corporate needs to make changes for the customers and for their employees.
Dear Dollar,
I believe that I was inappropriately billed on a recent Dollar car rental.
I do not want to post the details here, because after speaking with your “Customer Service”, I believe that it’s going to be much easier to just put a hold on the credit card transaction and deal with it that way.
But, I do want to complain about your customer service which is, as bad as any I have ever dealt with. In my opinion, the system was intentially designed to pass the customer from employee to employee without any intent of ever listening to and understanding their problem. Add in a heavy dose of hostility from Dollar employees and you have a Customer Service Department which is as pleasant to deal with as rectal cancer.
Needless to say, Dollar has burned all bridges as far as I am concerned and I will never, ever do business with you again.
I’ll get straight to the point. Reserved a Premium a month ago. Showed up on 10/06/17 at 1800 HR at the SGF Airport to get the rental. Was denied due to “our policies just recently changed with debit cards and we cannot rent you a vehicle. If you have a flight ticket, you can use a debit card. If not, it has to be a credit card.”
I don’t carry a credit card, no flight and I’m local. AVIS and Enterprise rent to me just fine.
WTF!?!?! I made my reservation before your policy BS so I should be grandfathered in prior to your policy change. Now your f-ing me over on purpose.
Why wasn’t I notified of your policy change after the fact I made the reservation?
Now I have a royal cluster f**k on my hands! No rental at a budget I could afford, I’m screwed on making it to my destination on time, your staff at the airport wouldn’t work with me on it (basically screwing me over) and now I’m totally f**ked! I should’ve paid the higher premium and went with AVIS in the first place and avoided this “taking to the woodshed” BS.
My fellow Americans, bikers and jarheads… Going cheap isn’t always the best idea, especially with these yay-who’s at Dollar implementing these new policies “lets do this and don’t tell anyone”.
It’s FUBAR. Period.
Incredible…
We have a rental from dollar picked up in san francisco on Tues 3rd Oct and when we reached our destination in monterey we went back to the car after twenty minutes and it wouldn’t start..this has happened three times now. We then spent our first night with no food or groceries, a man came out and jumped the battery for us. Since then after 8calls and going to a auto parts office to get the battery checked, we are no further to getting the car exchanged. There are no cars available ridiculous, so we now have to be worried that the car may or may not start every time we go out, how great for our vacation and the added stress of not knowing the area, thanks you really look after your customers. John
Dear Mr. Paxton,
I apologize for having to contact you about this matter but I was unable to solve it dealing directly with your lower managers as I was unable to get contact information for Jeff Chance. His subordinate, Michael, refused to be of any help.
On July 24, 2017 I rented a car on your website, prepaying for the car and getting a prepaid rate of less than $300. It was billed through etrawler, at $198.35 with the remainder, the taxes, due upon pick up. An email was sent through Dollar with the voucher included. Since I locked in this rate I cancelled my other reservation. When I arrived at Fort Lauderdale airport with my four children I went to the car rental counter to pick up my car. I showed the counter person the email and requested the car. He looked it up and said that the car would be small but he insisted that the tiny car they put us in would seat 5 (every other rental agency lists it as seating 4) and that they could give me nothing larger as this was the car I rented. I stated that the agreement was economy or larger hoping to get something larger. No luck, we went with the tiny car. I signed the agreement knowing the total bill should be close to $300 but also knowing I only owed the balance.
We returned the car on 8/2/2017 and came home. I assumed the bill would be corrected as I had already paid for most of the rental. No luck again. Dollar charged me $373.68 on a rental agreement that I had previously canceled and NOT on the agreement I had already paid for. When I called customer service today to try to correct this error they said “Too bad. You might be able to contact etrawler and get your money back from them.” That is not who owes me the money. Your counter person should know their job well enough to not fill a cancelled rental and to check the email shown to them to ensure that they have the correct rental. I take some
responsibility in that I should have not assumed that your employees know how to do their jobs. I should not have assumed that it would be balanced out at the end and I should have found the energy to question everything. All I want is the money that was owed to me – the just under $300 your company overcharged me. The balance owed was $94.08 in taxes. I would like a refund of $279.60 – the difference between what your company charged me and the amount I owed.
I travel to Florida about four times per year to see my granddaughter. I always travel on a tight budget as I am a teacher and a single mother. Sometimes I travel by myself and sometimes I travel with several younger children. In the past I have preferred to use Dollar rental as you have reasonable prices and are on location at the airport (do not require a separate shuttle van). I would like to continue to do business with Dollar rental for my future car rental needs.
I look forward to hearing from your company with a solution to this problem promptly.
Robin Meinicke
1.The counter agent was a bit short in tone, I presented an international license then she requested additional information by giving me a small piece of paper. I gave her my local address, email address & phone number by writing it one the paper. She quickly returned the paper, in a tone that was less than friendly. She then stated, she needed an address that matched my driver’s license. Often time, while traveling a local address is requested. I didn’t understand her original intent in asking for additional information nor did she do anything to make her original request clear. After she gave me the paper back, I turned the paper over completed it with her request (this is my 2nd attempt to comply with her request, as a paying customer who is tired from traveling). Now, the transaction was off to a negative tone. She rushed me through the process handing me the rental agreement, as if I was taking up, too much of her time. There were only two people in line. I didn’t feel welcome at her counter, she lacked professionalism. 2. The older man that showed me to the car, after receiving the rental agreement was quite pleasant. 3.Upon, exiting the airport, while on the freeway driving, I noticed that the USB port had something stuck in it & it did not work. I took a time stamped picture. I was tired from traveling & later I called the office # on the contract paperwork, it was closed. I called again several days later, asking for compensation for the broken USB port, I was offered a rental exchange. I did not request nor desire a rental exchange because driving to and from the airport is inconvenient. I requested compensation & not a change in vehicle. 4.Paying for a toll fee with unlimited use per day rather, you use it or not. That is an excessive and unnecessary charge. 5. I also told one agent on the phone Eli, I was disappointed with the overall service & wanted to bring the car back early. She offered nothing in attempt at customer retention. I returned the car on Friday, August 11, 2017 & I am renting with a company that has more professional counter agents. My original estimated cost was $810.97 the pick up time says 8:48 am and the return time says 8:00 am why wouldn’t the return time be the same? With spending over $800.00 or $80.00, I expect excellent customer service. Your counter agent’s behavior was unacceptable. Your toll fees are excessive. I am a member of a travel group of more than 50,000; I intend to share this experience with my travel group. If you are going to have expensive prices; at least have excellent customer service. Don’t lack in customer service and be expensive.
Dollar Rent a Car, Inc.
Gary L. Paxton, CEO
5330 East 31st Street
Tulsa, Oklahoma 74135
Re: Rental
Dear Mr. Paxton:
The CEO only has what his people tell him, so here I go. I rented a car from Logan Airport Boston, MA, contract #589196926. The agent automatically put loss damage waiver and charged me. I have USAA insurance – I don’t need the waiver, much less initial I wanted it.
I called your hideous 800 # to have it corrected; they told me I had to do it in person. I tried to do it in person, but the guy at Logan airport wasn’t in (most convenient). So, I get stiffed for some extra charges, nice company – hang up a few more “customer is king” posters (kidding); that should fix everything.
I want to say, for the record, Bill, a retired Albanian Army officer, is a great ambassador for your company. You need to get him promoted.
Sincerely,
Christopher E. Conley
PS I doubt if this goes anywhere, but what the heck.
Sent this to CEO but it just bounced back:
Dear Mr Paxton,
Reference : Rental Agreement – 570345742 (George Runacus) and Rental Agreement – 570340175 (Marc Roberts)
I write following a recent visit to Florida and the hire of a car from Dollar. I’ve rented from Dollar before – some years ago at Sanford – ‘excellent service’ and other times at MCO. This time it was less than good.
We booked and paid for two cars – a 7 seater People Carrier and a Compact – through USrentacar using their voucher system. Though we registered with Dollar online beforehand after being told it would make collection quicker we still had to go through the rigmarole at the desk in Orlando International Airport. The guy at the desk was great. He offered us extra road assistance which we declined and upgrades etc. All the things we were used to being offered but he accepted with good grace that we, as seasoned Orlando’ers, knew what we wanted. In the garage to pick the cars up there was some choice of People Carrier but only one Compact available, so, no choice. We picked up the cars and were on our way.
Half way through the holiday the engine warning light started to show on the Compact and we phoned Dollar for advice. The agent on the phone said that I should not worry about it and that if the car broke down it would be replaced. The other alternative given was to return the car to MCO for a replacement. Having lost confidence in the Compact car we spent the rest of the holiday with family in the People Carrier.
On the day we were to return the cars it was with some trepidation that I drove the Compact back to the airport. We arrived back together just after 1600, completing the return form with Mileage, fuel amount, and time in (1605). My son in law in the People Carrier was quickly dealt with and given a receipt and immediately afterwards my Compact was dealt with. I did not receive a receipt as the guy said I did not need one. I insisted in getting something and he gave me a piece of the agreement form.
Within hours my Son in Law received his invoice with a return time of 1617 and a bill for tolls on his SunPass. I was not able to get my invoice until I returned home. I was horrified to see that I had been charged an extra day for ‘Late return’. The time on my invoice for the return of the Compact was 1651 – 34 minutes after my son in law. I sent an email to Dollar querying the invoice suggesting that the time difference between the previous car, my son in law was completely wrong. This means either it took 34 minutes to check over my car or the person who checked over my car had a watch that was not working. There is another possibility which I am sure might have been considered. I also mentioned that the general rules state a grace period of 30 minutes. None of this was referred to by your Customer Services.
Although $44.95, a days hire, has been credited to me by your Customer Services – for which I thank you – the Customer Services person, Donna Lantz says that there is not a grace period, even though this is in section A. of your General Policies, and she makes no reference to the fact that I didn’t have the full use of the Compact for the second half of my holiday.
It is not about the money particularly but rather the experience where I think that Dollar fell short on this occasion. I have holidayed in the USA on many occasions since 1990 – sixteen including 9 in Florida – and this is only the second time I have had problems with Car Hire so you could say it’s not a bad average, however, to have a good part of a vacation spoiled due to car problems is not nice. Especially for an ‘Oldie’ like me.
Because I’m retired I have time to reflect and just thought you’d like to know how a customer feels directly.
Thanks for reading this missive.
Best regards
I wants to complain about my mini IPad being left in the car, call the 1800 but they would not give us the Birmingham, Al airport local number. My reference number is 2911804746 for my IPad which they claim was not in the car and the had not be rented out since returned July 3, 2017. The people who are cleaning out the cars are ripping off people, the customer service was horrible. I know I left my ipad in back seat pocket behind the drivers side, it has my name on the in a pink and green case. I would like for someone to contact via email in reference to my belongs.
After I complete this trip ending 7-22-17; I will never rent from dollar rental car,I have never been so disappointed with a company in my life.I spoke to someone at 1-800-397-3342,I’m speechless.
Yes, these people are awful. I arrived at 6:50 p.m. to a 7:00 p.m. pickup and they tried to charge me for an additional hour because I picked the car up early. So I had to sit and wait there for 10 minutes to pick up the car at “exactly” 7:00 p.m. The rental period was for 4 days and one hour, and that was the amount charged. When I returned the car, I was an hour late, so the charges should have been for four days and two hours. However, the agent kept insisting that the hours totaled three hours over. I explained to him that yes, it was three hours over the 4 DAYS, but I HAD ALREADY PAID for one extra hour, leaving only one additional hour. He could not understand it, barely spoke passable English, and could not do the math. I just gave up. These people are impossible idiots or deliberate crooks–it’s kind of hard to tell which.
I travel all the time in my job and for my trip to Panama City, Florida I chose dollar rental car for a change….renting a car is usually a breeze. I arrived at the Panama City Beach Airport and went to the rental counter to get my car. The attendant said we don’t have any cars available for your request but we do have an upgrade SUV….I said OK for the same price correct? She said no it will be an additional $97.00….I said you’re kidding. I told her the I just wanted my original reservation filled….she said you might be here for awhile. I went to several of the other rental companies down the counter and could get any of the rental cars cheaper that what she had told me. So I went back and communicated that to the desk clerk…a second desk clerk came over and said she would handle it. She said sorry for your wait but I do have one available and she gave me the keys and I told her I would be returning Saturday and she said no problem it is not due back till Sunday. So after a 1.5 hour delay to get a rental all was taken care of. I returned the car on Saturday morning and no one was at the counter and it said to leave keys in the drop box, which I did. On my way back to Ohio I got my receipt with a $25.00 early return fee…..I tried calling but nothing was open until Monday. I called Monday morning and talked to the customer rep…..she said she could do nothing about the charge and passed me off to another representative. I was going through the details and my call got dropped. I called in again, waited the 30 minutes to finally get a customer rep. and she said the charge had been removed and I thanked her. I then asked her to send me something stating that this conversation had taken place…she said she couldn’t do that..she said to wait until it showed up on my account and call in for another receipt. I asked again to just send me something stating it will take place and asked to speak to her manager…..I waited about 20 minutes on the phone to hear from her that the manager was busy and would call me back in 24-48 hours. I said all I want is some sort of confirmation and she said she couldn’t provided that and then proceeded to hang up on me.
So my first rental with Dollar will probably be my last! If I would have had 1/2 the issues I have had with a simple rental with most rental car companies they would have compted by rental in hopes of future rentals. All I got was a “customer representative” hang up on me.
You Need to take a look at your customer service department because that have a problem of identifying the “customer”.
Brent Hylton
I made a reservation online AFTER speaking with customer service about the situation. My wife is with her daughter and grandson who were medically evacuated from Okinawa to Tripler Army Medical Center in Hawaii. I explained that my wife has an open ended return ticket since they do not know when her daughter and grandson will be released from care to travel. I paid for the reservation online and was told that as long as my wife’s last name matched the name on the card used, she would have NO issues picking up a car. My wife is currently at the Honolulu Airport office and they WILL NOT give her a car because she does not have a confirmed return flight. Customer service supervisor contacted the Jerry (return agent) at the Honolulu office and told them that a $50.00 cash deposit will be sufficient for the rental. Now, after customer service contacting the office, they STILL CAN’T GET A CAR. This is the last time I will ever utilize Dollar FOR ANYTHING!!!
My experience with Dollar Car Rental was terrible!! Customer services is less than a dollar value! You have to be careful with hidden fees and “tax” fees. I rented a car from this company I was quoted $158.00 dollars and they end up billing my credit card for $403.00
I called Dollar at 1-800-800-5252 and got me nowhere! The”agent” was argumentative with poor training telling me “LEARN TO READ A CONTRACT” Agent I.D or employee number is 2294 and he wasn’t the only one
I asked to speak with the “Supervisor” and she was just as bad
STAY AWAY from this company its not worth it!
I booked a car online and paid for it online, when I picked up the car ,they tried to charge me 325.00 dollars more, they were very rude to me and when I said something to them they were calling g the police, then I looked at my husband and and said I will never rent a car from them again, the woman behind the dollar counter said I wasn’t allowed to talk about Dollar, Yeah right. Never again oh yeah I was on vacation, hundreds miles away from my home, Nice people to leave me stranded in no airport thank God National Rentnals rented a car to me on the spot
I HAVE rented a car from dollar for the past 15 years this time I paid for it online and when I went to pick up the car they tried to charge me another $300 I had an argument with her and told her I already paid for it online and she gave me some story and then she’s screaming that she’s going to call the police on me and that not to Rent-A-Car to Sharon Smith so everybody in the rental place could hear that was at Orlando Airport do not Rent-A-Car from these people they are Crooks I paid for the past the sun pass and then I got charged another $25 for not paying for it yeah there’s no phone number that anyone can help you stay away from this place stay away
This sounds exactly like what happened to me. I paid online then they charged me an additional $390 at the airport. I have yet to hear from the company and every time I send Mr. Paxton a letter it gets returned. I think this company is purposely ripping people off …. Class action lawsuit anyone????
I would like to give a shout out and thank you to ANNE MARIE and CANDACE at the Jacksonville International Airport in Jacksonville, FL. My husband and I arrived on 04/23/17 and upon opening the door to our rental car, it reeked of cigarette smoke. We went over to Anne Marie and Candace and explained the situation and our concern. Both ladies were so understanding and kind. We were given a different car in no time. I’m telling you, their friendliness should not go unnoticed. As we drove away, both ladies waved to us with a warm smile! Thank you Anne Marie and Candace! You were our warm and friendly welcome to Florida!
I was charged for unwanted insurance. When I saw the error I called Dollar and they refused to refund the money for unwanted insurance. I explained to the rep I rented a car in Sacramento 2 weeks earlier with another agency and declined the insurance. It would make no sense why I would want dollars insurance. The rep refuses to refund my money. I would like my money back for an option I did not want or need.
My experience with Dollar Rental was TERRIBLE! I completed a reservation for 4/19/17 for Pick- up from the airport in Atlanta the customer service Rep who stated her name was Jennifer was extremely rude. My first reservation was for 9:30am(which she saw in her system) then I modified my reservation and I didn’t realize the time switched to 1pm so when I arrived at the counter Jennifer was nasty stating your you will only get the car if your credit is good then she proceed to say your reservation is for 1pm so you have to come back! With hesitation I look at her and she says “YOUR RESERVATION IS AT 1PM AND HANDS ME BACK MY I. D. & C. C.” I walk away pissed and seek out another rental company and a Hertz rep who was extremely nice not knowing of my encounter with Dollar and she asked a few questions and after speaking with her she informs me that Hertz and Dollar are sister companies and she suggest that I use the kiosk to complete my car rental so I oblige to only be confronted by Dana the Ops manager who was also rude and disrespectful stating in a very demeaning tone “THE KIOSK IS NOT WORKING” I was already speaking to live rep and attempted to explain to the rep the kiosk wasn’t working and I was thanking her for her time when the manager Dana came back and yelled “I SAID THE KIOSK ISNT WORKING ” AT this point I’m furious and let Dana know that as a manager she should learn how to speak to people professiionly and the live rep Kathy asked to speak to Dana to also let her know that it wasn’t my fault for not knowing the kiosk wasn’t working there were no signs and one of the company employees instructed me to use the machine. I then explained to Dana the manager of my first encounter with Jennifer and she dismissed it but allowed me to go directly to the counter and speak with another rep named Brandy who was very nice and explained to me that my rate may change due to renting earlier then my reservation time I said okay what’s the new rate she told me but at this point I declined to patronize Dollar and my family and I went to Alamo and their process was seamless I got a better rental , no credit check no deposit and drove off within 15-20 minutes! My friend and family member had reservations with Dollar for their upcoming trips and I shared my experience and they cancelled and reserved their future rentals with Alamo! I’ve tried calling corporate since 4;29/17 through today 4/24/17 to no avail. I will continue to share my poor experience with Dollar and encourage people to rent from Alamo!
We have booked a flight to arrive in Agudilla airport in Puerto Rico to meet with our wedding planners we get to Puerto Rico prior to the fact that our flight from JFK was delete we were calling the Rent-A-Center shuttle bus for over 30 minutes he didn’t show up until 45 minutes later we also were charged twice and for a GPS that was never provided to use in the vehicle prior to that we get to the facility after the fact we waited 45 minutes for the shuttle bus to pick us up there was no one at the counter in the office besides us there were two other gentlemen’s and the young lady decided to take a nap in the back of the office we waited over another 45 minutes we started calling the office in order to try to wake her up we seen her through the video cameras as she was sleeping in the back room of this facility we get our vehicles we tell them that we have to be back on this plane and we must return this car on April 1st or flight was at 8 am. she told us to will be there ..on april 1at 6 am we are there at 6 am she’s nowhere to be found 6:30 came she was nowhere to be found the shuttle bus was nowhere to be found 7 o’clock came she’s nowhere to be found a time in 7:30 she shows up with the shuttle bus driver we tell them that our flight is to leave at 8 a.m. which they were aware of that she tells me that we will not lose our flight we get to the airport cuz she states that she had to get breakfast not being considerate about our flight we get to the airport she turns around drop this off with the shuttle bus the driver we wind up missing our flight because of this rental car center it’s terrible I call her back I tell her this was her fault I will not have to miss a flight because her too late because she decided to get breakfast not being considerate she was very aware of what time our flight was leaving she showed up at the facility at 7:30 a.m. knowing that our flights leave at 8 a.m. I miss my flight I call her back I got into a little conflict verbally with her cuz this was her fault she tells me there’s nothing she could do there’s no cars available but if there was a car available I will have to pay her $48 and they have to hold another $200 in case of anything happens to the vehicle I will never recommend this place to anyone we had no other choice than to stay in Puerto Rico until 2 a.m. the following day I had to run the place all over again the villa which is $300 a night and then I have to give this bimbo another $48 plus she held a $200 to secure that nothing will happen to to the little vehicle that we went the from herall ovrr sgin.. I advised no one who ever is traveling to Puerto Rico and landing in Agua Viva to never under no cirXXXXstances rent a car from that place Dollar Rental is no good the workers are corrupted they’re not very well-trained and they have no consideration for anyone that steps of foot in their facility they take naps in the office they rather eat breakfast and forget about the customers that need to arrive on the airport at a certain time and they just don’t care shuttle bus is never available
Just received a bill for $48.96 for $3.96 unpaid toll charges in Florida. After 1 hour and 4 phone calls, one of your people reduced it to $18.96. I now understand that Florida has both roads which are toll charged to your license plates (the rental car) and toll roads which I paid cash at the booths. I feel that this appears to be a scam to get more money out of us using the unknown toll roads, since no one informed us of this problem when the car was rented. I have reluctantly agreed to pay the $18.96 but am very disappointed and feel that this is a poor business practice, taking advantage of out of state visitors.
I also received a bill for $64.75 for unpaid toll charges after eating in Florida. It was $4.75 for unpaid tolls plus $60.00 for “administrative” fees, which is outrageous and usury. Fact is, we paid one toll in cash and then did not come across any others to pay it. I realize now they bill you by license plate and I’m willing to pay the fee…but $60.00 fee, almost 15 times to toll amount!!! I tried to call the corporate office of Dollar in Tulsa which was listed on a Google search, but that number is not valid. Who do we contact to help reduce this absurd business practice.
I picked up a car at the McCarren Airport in Las Vegas. The man behind the counter kept pushing the insurance. I declined the coverage after he asked how much my deductible was. I have rented for years with corporations and now with my own company. I have NEVER taken the coverage. I know that my credit card covers these up charges. He was quite rude and condescending and I thought about stopping to chat with the manager.
When I returned the car, I was charged for the full coverage. Just as much as my full rental bringing my total in at twice as much as was quoted. I was directed to a 800 number for customer service. I told the woman what had happened and she too was rude. She never said so sorry that this happened. Finally said she would credit the fee in 5-7 days and tried to hang up. I got her name this time. Nica.
Dollar, it appears you are training your people to be deceitful and engage in criminal activity. Then your train your customer service to not provide any customer service. I will never rent from Dollar again and will share my story with other corporate employees, friends and family as well as posting this all over social media.
Shame on you!
COO: Vicki J. Vaniman
Dollar Rent a Car,Inc.
5330 East 31st Street
Tulsa, Oklahoma 74135
I have been a Dollar Express member for years. After my experience with LAX Dollar, I am not only NOT going to rent from Dollar but I am encouraging all my Company employees to switch as well. I rented on December 21. The flight was late getting into LAX; the luggage was late coming in, the shuttle was only about a 7 minute wait (a really RARE occurrence at LAX), but the shuttle ride took at least 40 minutes…traffic, rain, construction, and a stop at Thrifty. We get to Dollar. My car is to be in “slot 38”. No car. the “Kiosk” lady (KL for short as no one wears name tags), told me that they gave my car to someone else along with all my paperwork which was in the car. Because she didn’t have my paperwork, she would have to create a manual booking. Mind you I booked this weeks ago. They put us in a car to keep dry, (remember it’ was raining) and we waited…and waited…and waited…I go to the Kiosk and tell KL that we have been waiting for about 35 minutes. I’m told “just wait in the car, I’ll bring the paperwork”. I wait and wait and wait…15 more minutes. I go back to KL and say “I have appointments north of here and we have just missed the appointment, I want to see the manager, who is the manager?” I’m told “Dion” and you can see the manager when I have this paperwork…5 more minutes…KL and I walk into the empty Dollar building. There are Four Dollar employees at their terminals. KL says hello to all of them (important point) and then says “I have to go to the back to the get the manager.” KL comes out…and says “the manager is at the counter” (remember she already has said “hi” to this “non manager pretending to be the manager” person. I ask “are you the manager.” I get “what’s the issue.” Well first you tell me that you let someone drive off with my car and my paperwork, She says “no we voided your paperwork and car because you were late.” I say “this isn’t what I was told.” Pretender says “well that’s what happening”. So I say, if you voided it, why did you have to create manual paperwork. She says “that’s how it works”. Back to me: “I have been here ONE HOUR, I have Missed ALL my appointments and I want to know what you are going to do for a credit?” The “non manager pretending to be manager” says “Your plane was late. You should have called us.” ARE YOU KIDDING ME!!! From the airplane or where from. Should I have had the pilot call you!!!??? So I ask this and note that my plane number was on the agreement, “all you had to do was look”. And I get from her “we NEVER check numbers” That’s your job to let us know. So I say, is it also my job to make sure you don’t take 45 minutes to drive from LAX here? Is it my job to make sure it doesn’t take ONE HOUR to get me a car.” and Ms Non Manager pretending to be the Manager says (are you ready for this) YES IT IS. So, I realize she is worthless even as a pretender, so I say what about a credit? Then she says, I’ll give you a credit for $36. That’s all I’m doing. She printed out the agreement handed it to and said “you were in a hurry you should leave.” I grabbed it, and left and realized AFTER THE FACT that all she did was reprint the identical paperwork. You got it, NO CREDIT. I’m sure she and the three idle employees at the counters are still laughing about this. I left. I missed my appointment. I didn’t get the credit. I was treated like crap. BTW, I will insist that all my employees look anywhere but Dollar when renting. Your SERVICE IS DEPLORABLE.
I am missing express member Points after going in to rent a vehicle and the location not having the right size..the reservation was cancelled and my points were not credited back..I have tried numerous times to have this correct..and nothing..your representatives don’t care..you wait on hold for long periods of time..I will be contacting the baby in regards to this..you are not giving me anything
.I earned the points by spending my hard earned money..please put much points back..thank you
DOLLAR your car rental at Orlando airport should be ashamed of themselves! Dishonest thieves that do not give you the correct information and tell lies in order to earn commission! After a 9 hour flight, an hour and a half and a half clearing immigration plus a five hour time difference you just want to collect your car keys and get to your destination. We had already paid in advance for our car hire but when we got to the desk to ollect our keys we were told that we had a further $250 to pay and when we questioned this, we were told that it was for taxed and fuel. We advised them that we would bring the car back with a full tank but were charged for it anyway! My Sisters also had a car booked and they were charged an extra $180 and were also told when questioning the charge that it was for taxes and we had to pay it. As visitors to the country we thought that we had no choice but to pay however the following day when we had a chance to look through our paperwork we found to our horror that we had been charged for breakdown cover at $7.99 per day plus a tank of fuel at double the price of what it costs to fill up. We neither wanted or needed this cover as we were on a 6 day cruise and the car was parked up for the whole of that time! We were also not told that we were signing up for it. The way it was done is dishonest and illegal and we would like to know how we go about getting a refund?
Hi
I tried to rent a car in Missoula Mt today about 4:00pm the address on W Broadway I will never rent from you again the guy at the counter was the rudest person I have encountered in a long time. I had called earlier to reserve a car so when I went in there he said I don’t have a reservation and I don’t have that size car available so I told him I was very upset and he got even ruder, for some reason my card would not go through so I called my bank they told me he was running it for 500.00 dollars I asked him why 500.00 he said 350.00 deposit and then another 150.00 I asked why the 150.00 when the car was only 48.00 he said thats the way it is so I said when I bring the car back what do I get back he said 350.00 I said no I will get it all back except the charge for the day he said no I could go somewhere else I did.
I had rented a Malibu car (GA CDH7335) at Atlanta Airport from 08/29/16 09:16 PM to 08/29/16 06:44 PM. I find that the total miles entered on the statement of charges is incorrect (791 miles!). I had hardly driven 100 miles on this car, and had just paid around $8 for filling up the fuel tank. When I try to take a survey on dollarrentalsurvey.com today using access code 00582, it says that the survey has already been completed! Please send me a corrected statement of charges with the actual miles I had driven as I need to account for these elsewhere. Thank you.