Adaley Elf
map-marker Flushing, New York

Ignored Complaint to Dollar Rent-a-Car Customer Service

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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Loss:
$400
Anonymous
map-marker Las Vegas, Nevada

Didn't honor rental confirmation.

Got to Las Vegas. My wife and I had a rental confirmation with Dollar Rent A Car over the internet for 3 days. Got to the airport rental station and stood in line for an hour with 50 other people. When we made it to the desk, we were told "No cars. Come back tomorrow and try again". Reservations meant nothing for me and everyone else in line. Nice start to a vacation. I have since complained to Dollar Rent A Car. They want a receipt of their competitors to reimburse me. I used taxis and buses for the rest of my vacation ,no receipts.
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1 comment
Guest

This is very much great and hope fully nice blog. Every body can easily found her need able information.

I am visit first time but I fond many use full article. I will back again when get time.

Anonymous
map-marker Newtown, Connecticut

Charged for optional damage waiver that i did not ask for

On 12/20/2013 i picked up a rental car from Dollar at DFW. I told the attendant that i have my own car insurance that protects whatever car i drive so i didnt need extra coverage. I was charged for a rental optional protection (27.99/ Day) that i did not want anyway. When i realized it later that day i called customer service the same day and was told that it would be removed when i returned the car to the rental location. When i went back to the rental location to return the car and have it removed i was told that the attendant couldnt remove it and i would have to speak with a manager. I never recieved a call from the manager so i called and spoke to "Sandra" with costumer service and was given a new number to call (888-234-****). When i called this time the girl i spoke with was rude at first but later came back on the phone and refunded 1/2 the $279.99. I guess this is something but it certainly doesnt clear this situation up at all. I would suggest renting from a more reputable company and making sure that you check your reciept closely through the miriad of taxes, fees and other "optional" add ons. I for one will never rent from Dollr Rental again!
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Loss:
$279
2 comments
Guest

Same happened to me,however I never noticed until too late, crooked company,they NEED to be charged and found guilty of fraud,until this happens,it will continue,,never use dollar,

JC M Igb
reply icon Replying to comment of Guest-795428

document your experience

http://www.investigativeguy.com/dollar-rent-a-car-overcharge-contact-request-form

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Jolena Xlv
map-marker Amityville, New York

Was 100 % overcharged

I am very disappointed in your service. I thought that by choosing Dollar over National will save me some money, and in fact, it was very expensive, all because of an operator that did not do his job correctly: On December 24 I had a reservation to pick up a car form IAH, and return it back to that same location on the 25th, however, I called ahead that same date, and ask Customer Service if I could return the car to a different location in Houston, HOU, and without further delay, the operator changed the reservation, and did not advise me that the rate will be 100 % more than before, (82.20 VS 172.20). So the reservation was changed, I got to the counter, and asked the representative, very poorly trained in customer Service, I believe his name was Lawrence, arrogant, and pedant, anyway he informed me that the reservation could not be reverted. I rented the car, silly me, I could have walked away and get a car from National, but no, I had to get the car, but then, it dawned on me I could return the car the next day, and will be charged about 50% of the rate, right? WRONG, I was charged 95.00. In a nutshell, I am not pleased with DOLLAR, and hopefully I will not forget the lesson learned, and not rent form it ever again. Thanks for being such profitable company!
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Loss:
$85
Aradhya Pgd

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Verified Reviewer
| map-marker Minneapolis, Minnesota

Horrible customer service!

I made a reservation for my parents through Expedia for a 1 day rental from MSP. The charge was $18.52. When my parents dropped off the car, they were charged $62.86 for a few hours of a rental car! My parents (who have never rented a car, which is the reason why I set up the rental for them), were tagged on with all the possible additional fees and charges for this rental. They did not request any of the additional coverages for which they were charged. When I called their 'customer service' line, they were not helpful in any way to resolve this issue. They would not issue the credit for the unnecessary charges that they chose to sign up my parents for. Horrible customer service throughout the entire experience, both at the airport and via their customer service line. I will never again rent a car from Dollar, nor do I suggest for you to go there! Their service is full of lies, misleading and not helpful in any way. Thank you!
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Loss:
$44
1 comment
Guest

Customer service is horrible. If you ask to speak to a supervisor, they put you on hold for long period of time and hope that you will get frustrated and hang up.

I would never refer anyone to use their business. They are so rude

Angeleena Bti
map-marker Harlingen, Texas

Rental agent would not rent to me

Dollar Rent A Car - Rental agent would not rent to me
Dollar Rent A Car - Rental agent would not rent to me - Image 2

Counter agent said Dollar only had full-size. Stepped away from counter to try and reserve online because agent said it would be less expensive that way.

Online didn't work. Next was told they only had minivans. Rented from another company not wanting to pay for an unnecessary minivan. When going to get my car, I saw Dollar had 50 cars at 7pm in Harlingen on a Monday.

Went back to complain and agent said he had 20 reservations coming in and the remaining cars were in for maintenance.

What a crock! (Pics show the entire row of rental cars at 7 pm in Harlingen, Texas)

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Loss:
$35
1 comment
Guest

Had similar experience. Found out that Dollar agents get a portion of every extra, upgrade, and add-on they are able to sell.

What a dumb policy!

No wonder there are so many complaints against Dollar for misrepresentation and overreaching.

Anonymous
map-marker Los Angeles, California

Terrible

First, I prepaid for my rental almost two months ago, via travelocity. We got off the plane at LAX and immediately found our Dollar bus and stepped on to be transported to the center. This took no time at all, and we were even stopped for a few minutes due to an accident that our driver explained over the intercom. But that's where the nicety stopped. Arriving at the lot/service center, the line snaked to the door. My boyfriend stopped counting when he hit 75 people in front of us, and we had already been in line for 25 minutes! Walk ins and reservations are in the same exact line. This do not understand. What if a walk in customer waits 2 hours in line just to be told all cars are already spoken for? What if a mistake happens and a reservation customer doesn't get their car exhaust it was given to a walk-in? Anyway, after waiting close to two hours it was our turn. The agent was nice enough but tried to get me to sign up for "dollar express" because then I'll never have to sit again, like this line is my fault and should have known better? He then explained that insurance of some form is REQUIRED. When I told him I have insurance he said I could get te lowest liability coverage for $9/day. So I agreed be caused he said it WAS REQUIRED TO RENT THE CAR. I'm learning now after contacting Dollar and reading reviews this is not the case, it's not required. Anywho, leaving with my paperwork my additional charges adding about $130 to my bill. We are then instructed to go to the garage, and pick any car in row C, keys are in the ignition. There were literally NO CARS IN THE GARAGE let alone in Row C. So more waiting, with no Dollar employees to explain the delay or the next step in the process. Other travelers poked their head out back to have an employee yell "we are bringing ore around now!" From the bed of a pickup truck he was standing in. Sure enough cars came around and the already anxious, frustrated and hungry mob of customers raced to nab a car. We picked the only one left that wasn't dried like all the other and we quickly realized had transmisson issues. My boyfriend and I both work on cars, so we may be more sensitive to performance issues but this morning I am in Orange County contacting dollar to replace this slipping and stuttering car. Utterly ridiculous AND EXPENSIVE experience and it's not over for us. We picked it up yesterday (11/7/13) and will drop it off on 11/12/13.
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Loss:
$130
1 comment
Guest

Had a similar experience last February at the San Francisco Airport Dollar rental counter. Agent tried to sell me additional insurance at $14/day, falsely claiming that it was "required" under California law.

Later heard that Dollar sales reps get a piece of every extra, add-on, and upgrade they are able to sell.

Anonymous
map-marker Boca Raton, Florida

RENTAL RECORD N.z1244****

GENTLEMEN: i RENT THE CAR AT cHICAGO o'HARE aIRPORT nOV. 14-2013 AT OR ABOUT 4 PM, IN MY RENTAL AGREEMENT SHOW THAT i PICK UP THE CAR AT 9.00 am, ON NOV. 14, i LEFT NEW YORK LA GUARDIA AIRPORT AT 1:15 PM GOT TO CHICAGO AIRPORT 3PM wAS MISTAKE ON MY BILL OF ONE EXTRA DAY THAT i SHOULD NOT BE CHARGE. i CAN PROVIDE MY dELTA BORDING PASS TO PROFT THAT i LEFT lA GUARDIA AT 1:15 PM IF NECESSARY. i MADE SEVERAL eMAIL ABOUT ,BUT NO ANSWER AND TRYED SEVERAL TIME TO GET IN TOUCH BY PHONE BUT i DID NOT SUCCEDED, I RECEIVE MY AMERICAN ESPRESS BILL AND THE EXTRA DAY IS STILL NOT DEDUCED- CAN YOU PLEASE LOOCK ON THIS MATTER AND CREDIT TO MY AMERICAN ESPRESS THE AMOUNT WRONGLY CHARGE. PLUS AS A ePRESS MEMBER 010038**** I WILL APPRECIATE AN ANSWER. MY CELL PHONE IS 786 512 ****,OR EMAIL FVERGANO@***.NET tHANK YOU VERY MUCH FOR YOUR ATTENTION. rEGARDS FRANK VERGANO
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Anonymous
map-marker Milford, Connecticut

Charged for liabiliaty ins that i declined and my signature in not what they have on file

i rented and verbally told them no to the ins cause my CC covered rentals. i signed the board declining it and was still charged. even with proof of my drivers license....that are a total rip off. i was told from corporate that i should of called them with in 24 hours. i ma irate that they have an exit survey that asks if i was charged for items not asked for. so they admit that they have over charged other customers. also i requested a Charger as per the web site but was told at the counter that 6 months ago was when that car was upgraded to a premium car. so another bait and switch
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Loss:
$110
Binta Bbv
map-marker Valletta, Malta

The company charged me 186 euros for a tiny scratch.

Updated by user Dec 15, 2013

I wrote this comment so that nobody will be betrayed by this company. I won't definitely trust this company again.

They make the price look attractive, then they will try to find something about the returned car in order to charge you more. That's what I call corruption.

Original review Nov 15, 2013
I hired a car from Dollar company in Munich Germany last Summer 2013 from the 14th July till the 24th July. They gave me the car all Dirty, but I did not complain about it. I checked the car for the obvious damages, which I found written on the document that they provided me. When I returned the car, they found a tiny chip or rust on the inside of one of the doors. This was hidden with dirt when they gave me the car and I did not notice this tiny damage. They tricked me by forcing me to sign a document in German, which I do not understand, accepting the damage, without even explain what I was signing for. After two months they took 186 Euros from my Visa. I feel cheated and betrayed by this company. I am asking them to return the stolen money. Regards, Paul Bonnici.
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Loss:
$200
Anonymous
map-marker Minneapolis, Minnesota

Over charged!!!!! For insurance I was charged double

Make sure the clerk is not adding stuff on your rental bill. once you sign there's no getting it back!!!!! They won't admit it was there mistake because they get commission for selling insurance. this is FRAUD. Dollar rental is the most misleading car rental place i have ever experienced!!!! I had the car 1day $139.06 reserved for 2 brought it back early 1 day,, suppose to be $21 a day $66.19 is what I ok'd. FRAUD FRAUD FRAUD FRAUD FRAUD FRAUD FRAUD FRAUD FRAUD. Good thing about this hole deal is nothing no deal at all. if you are looking for a cheap rental go anywhere else but dollar rental. even if you wanna get ripped off go anywhere but dollar rental
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Loss:
$69
Anonymous
map-marker Burlington, Vermont

Charged for gas even with full tank

I filled the tank at a station next to the airport. There is a hidden "policy" that I needed to have a receipt for the gas... This is apparently a company with policies designed to rip off their customers. This is on top of a stunning number of charges on top of the rental price of the car. Additional Driver - $13, Facility usage fee - $4, etc. etc. There are reputable car rental companies out there. Dollar is not one of them. It is clear that this company has a policy to trick consumers. Obviously, these is not a company interested in repeat customers.
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Loss:
$23
Hilary M Bla
map-marker San Rafael, California

Rental Nightmare

I was overcharged three times, double charged on two different cards, accidentally placed on the list of stolen rental cars, held from access to my personal bank account and charged overdraft fees because of Dollar's continued mistake. And I haven't been helped once by customer service except to send me a $20 voucher for the next time I rent with Dollar (which is NEVER). I rented a car from Dollar on a Sunday morning with a debit account that had $350 exactly. I am currently in the process of moving, so my local credit union debit card is being phased out of funds until I open my new local credit union. Everything was fine until Monday when a tire blew out. I had asked for the $9 insurance, just in case, but when I called to ask for assistance, they recorded that it wasn't on my record. So I had be on the side of the road, change the flat by myself, and drive it into the rental agency. The customer service representative called into the agency to let them know I was on my way, to expect me, and to exchange my vehicle, NOT close it out. When I got there, I told them what happened and asked for my exchange immediately. By the time I had walked from the drop-off zone to the counter, they had closed out my account, charging me over $150 dollars to rent a their cheapest car for two days. Since this lowered my debit account below the $350 threshold, they wouldn't give me my exchange car since they had to open an entire new account for me. I finally was able to speak to a manager and she allowed me to rent a car using specialized paperwork. My new credit and debit cards were to come in the mail the next day from my new credit union, so payment would be when I turned the car in, which is convention for the company anyways. They were 'kind' enough to credit me for the $20 early return fee from their mistake of closing me out too early. I signed up to rent the car until Wednesday, my original estimation for how long I would need it. On Tuesday, I realized that I would need a rental until Saturday, because I had to buy a new car and I work 8-6 Monday through Friday. I called Dollar on Tuesday to extend the rental, and the representative quoted me it would be $280 for my balance now and it wasn't a problem. Reserved! On Saturday as I'm preparing to buy my car and haggle with the dealership, I begin to get constant robo calls from Dollar letting me know that my car was supposed to be returned Wednesday and that I will be put on the police watch list as a stolen vehicle. I called Dollar immediately and was told that my reservation hadn't been entered into their system right. The calls still kept on coming, even though the representative fixed my reservation date. This fix took over 2 hours of my time, sitting in the car on the phone to fix. Once I was finally allowed to go to the dealership (2 hours later than expected), the process took 3 hours to purchase the vehicle. I drove to the rental agency immediately afterward to return the car, only to be charged an additional day because of the 2 hour delay. The manager wasn't there, so they had me write a letter to the manager explaining my situation. I gave them my credit card to charge it to, stating explicitly that all charges should be on the credit car NOT my debit account. Lo and behold, Dollar charged me on BOTH my debit card and my credit car. They did *** the day extra charges but none of the additional fees that are added every time your account is checked, $10 service fee, $5 interaction fee, etc. I got CHARGED EXTRA for their mistakes. Now they have put a hold on my debit card account and won't release it for 5 days. This means I am penniless and being charged constant overdraft fees until they take the hold off. Dollar has already been paid IN FULL with all of their fees from my credit card. Their constant mistakes, inability to admit to their errors, and extra charges have cost me time and a huge amount of money. Please do not rent with them. I am reasonable, I keep my records, I have all the information and pictures on file, and still I have had limitless problems with this company.
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Loss:
$300
Anonymous
map-marker Cherry Hill, New Jersey

Incorrect Information Given by Dollar Employee

I had booked a package with Spirit inadvertently listing myself as main driver. I didn't have my license with me (my error) when we arrived in Tampa so Dollar would not honor the agreement even though my husband was listed on the same booking. The Dollar employee told me I could get my money back on the previous booking - that it had happened before and he assured us a refund would be given by Spirit. Proceeded to write up a new transaction for a rental car. The fee charged was based on walk-up charges which are much higher than when booked in advance but we paid thinking we would at least be reimbursed for what we had spent. Neither Spirit or Dollar would make good on the promise the Dollar employee had made. DON'T MAKE THESE MISTAKES - Know that only the person listed as primary driver can pick up the car and be aware that this particular employee at Dollar lied to book our business and the corporate office says "not responsible". No attempt to help.
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Anonymous
map-marker Oakland, California

Price gouging and terrible customer service

My wife and I had to make an emergency trip to see my father in the hospital. As you know emergency trips are pretty spontaneous and difficult to arrange on the fly. Well let me tell you that Dollar rental car takes human suffering to a whole new level. Due to low availability they proceeded to jack up the rates. $70 per day for a Nissan Ultima no navigation or XM? WTF!! But the best part was when I expressed my dissatisfaction at the counter and with the 800 customer "I don't care" specialist, I was basically told sorry there is nothing we can do about the rate. And we all know what sorry really means.... So my fellow Yelpers do yourselves a favor AVOID DOLLAR!! they are unreasonable unapologetic and don't deserve any more of my dollars.
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