I would like to share this incident with you. When looking this over, you'll see its a self explanatory situation that my wife and I experienced with dollar Rent-a Car in Los Angeles on August 5th 2013. Suffice it to say I sent this letter to their cooperate offices in Tulsa, Oklahoma (by registered mail) August 23rd. I waited for a response, then I followed up with an online email about a month later to their customer service site. Their automated response is pasted directly below letter. Thus far, I never received any answer from the Dollar Rent-a-Car. Anyway, please feel free to go after this company in your own inimitable manner, and if you can, please direct this to any Los Angeles counterpart that you may know. Thank you---------Michael Feiner mfeiner555@***.com August 23, 2013 Dollar Rent A Car, Inc Customer Service/Corporate Officers PO Box 33167 Tulsa, Oklahoma 74153-**** Dear Dollar Rental Customer Service, In our attempt to ascertain if anyone else had encountered undue difficulties with your company, we couldn't help but notice an online customer complaint composed by someone while standing on line at LAX August 5, 2013, along with hundreds of other people, all trying to secure a car at your facility, with only three Dollar Rental workers behind the counter. The incident, and subsequent ruined day for my wife and myself, took place a couple of weeks later, August 14, 2013, when conditions were more or less similar. We were absolutely frustrated because we were supposed to go to a Dodgers vs Mets game, with my best friend and his wife, but due to all the delays, (it took at least 45 minutes to get from the airport to your car rental location due to the traffic and particularly the excessive length of time it took your shuttle to arrive to pick us up) we were unable to go. When we finally paid for our car, after approximately three additional hours, and were told where to get it, there weren't any left and we had to wait for cars to be returned. Astonishingly, when cars came in, customers had to fight for a car because there were more customers than cars and no order of who should get what particular car. The fact that there was no supervisor on site to oversee this process was inexcusable. Needless to say, that was another unpleasant experience, having to literally scramble for a vehicle. Just to astound us even more, the selected car, which was cleared at the exit gate, had an expired license as you can see from the accompanying photo, a fact which we did not realize until it was too late. Therefore, we are sending you this complaint requesting reimbursement of at least a full day of lost vacation time for the deplorable aggravation we experienced, including the fact that we had to forfeit our attendance at the Dodger game that we were so eagerly looking forward to. All things considered, we would say $400 would be a fair settlement. In conclusion, from reading online complaints issued by previously dissatisfied Dollar Rental Car customers, we see that not every complaint gets a response. Considering our total displeasure and chagrin involved in this experience, if necessary, we intend to send a copy of this letter to applicable parties, (media, BBB, consumer advocacies, etc.) and thus see if we can find some satisfaction from this unfortunate experience. In light of that intent, we would therefore appreciate hearing from you in the very near future. Sincerely, Eileen and Michael Feiner RENTAL RECORD 82069**** FEINER, EILEEN COMPLETED BY: FM9919 RENTED: LOS ANGELES INTL APO RENTAL: 08-14-13 **** RETURN: 08-21-13 **** VEH NUMBER G016623 Dear Valued Customer, Thank you for contacting us! Your comments will be reviewed by one of our representatives and you can expect a response within the next 5 to 8 business days. If the rental was prepaid through a tour agency or rented at an International location, the resolution time may be between 14 and 21 days. Thanks again for your email. Sincerely, Customer Service Team Dollar Rent A Car The case number below can be used to reference this contact. Case #: 207**** Très cher client Nous accusons réception et vous remercions pour votre courrier ! Vos commentaires seront revus par un de nos représentants et vous recevrez une réponse dans les prochains 5 á 8 jours ouvrables. Si la location a été prépayée par une agence de voyage ou dans une succursale internationale, la résolution pourrait tarder de 14 á 21 jours. Merci á nouveau de nous avoir contactés. Sincères salutations, L’équipe de service a la clientèle Dollar Rent a Car Le numéro de dossier ci-dessous peut être utilisé comme numéro de référence. Dossier # 207**** Estimado cliente, Gracias por contactarnos. Sus comentarios seran revisados por uno de nuestros representantes dentro de 5 a 8 dias habilies, si el alquiler fue prepagado por agencia de turismo o en una localidad internacional, la resolucion puede ser entre 14 a 21 dias habiles. Gracias por su correo electronico. Sinceramente, El equipo de servicio al cliente. Dollar Rent A Car El numero de caso abajo puede ser utilizado como referencia parasu contacto. Numero de caso : 207**** Case ID: 207****
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