Customer Service Scoreboard
I made a pre-paid reservation for a car; pick-up in Guatemala City at the airport. When I arrived, with the confirmation in hand, there was no one at the counter. I waited for 45 minutes, then reluctantly took a car from another agency as I had reservations out of town. I was never refunded the money. The other agency charged me a LOT more for a car.
I rented a Dollar car in FL. A month later I received a call from a (so-called) Dollar claim center indicating that I owed them for damages to the car. Unaware of any such damages... I requested more information and some form of proof to be provided to me. They claimed that they could only send information by mail... they could not provide anything be email.
They submitted a very vague, low quality b&w xerox photo of the supposed damage, along with the estimated charges for the damages. There was no name of the repair company or estimator associated with the estimate. The photo did not show the licence plate or any evidence that this was even the car I rented.
I left a phone message to be contacted by a supervisor. I have not received that call back.
Recently I tried to contact the phone number I was given, (866)343-6138 with two results. 1) a busy signal 2) a verbal notice that my phone was not authorized to place a call to this number.
This post rental experience has been extremely unprofessional on behalf of this claim dept, and appears highly suspicious as even being legitimate.
On Monday December 5, 2016, my wife and I picked up a vehicle at the Dollar Rent-A-Car located at the BWI airport in Maryland.
My wife and I were on a house hunting trip in the Pennsylvania area, staying in Mechanicsburg, PA, from our arrival until our departure on Friday December 9, 2016. We visited houses in the following cities in Pennsylvania: Harrisburg, Carlisle, Mechanicsburg, Chambersburg, Shippensburg, and Greencastle.
At the time of our pick-up there were only two cars available in the class, (midsize) that I reserved. One was a white Hyundai and the other a lime-green Kia Soul. We chose the white Hyundai and it would not start. We informed the lady in the kiosk who went out and verified that the vehicle would not start. She offered us the Kia Souls but it did not fit our needs.
She then told us to take the Chevy Malibu we ended up with. At that time the Malibu was not located near the other vehicles, but was in a totally different area.
All went well until yesterday when I received a notice from:
Dollar Processing Services
1150 N. Alma School Road O-5
Mesa, AZ 85201
alleging that we had used the toll transponder seven times at the Fort McHenry Toll Station in Maryland.
We were never in the Fort McHenry area at any time during our trip, not even on our drive to and from the BWI airport.
I have spoken to several persons at the processing center and they tell me that the transponder was in fact used and therefore no adjustments could be made to eliminate these charges.
I have offered to provide copies of my hotel bill as well as a letter from the realty company I was using during my house search during this time. I was told that these would not prove anything, because according to them I could have rented a hotel and then stay somewhere else. REALLY, we rent a hotel in Mechanicsburg, PA, pay over $400 and stay in Fort McHenry MD, a distance of 90 miles?! The mileage driven, 641 miles, does not support their argument. They claim that only receipts with dates during these times would be acceptable, however, I pay in cash for all my purchases and only use my credit card for large items, (airline, hotel, rental cars, gas, etc.)
I am writing to you to ask that someone use common sense and see that the info I am providing does in fact prove that I was nowhere near Fort McHenry during this time.
This is the first and probably the last time I will rent from Dollar Rent-A-Car, if this is how customers are treated.
I had the worst experience EVER with a rental car from Dollar Rental at Ronald Reagan airport in Washington DC!!! I frequently travel around the US for business and personal reason. I have used Dollar in the past and have never been treated so poorly then this past Sun when I picked the car up and Thursday when I dropped the car off. First it took almost 30 minutes for a shuttle to pick me up from the airport. I counted 6 shuttles for the other car rental places to come and pick up its customers. When he finally came to pick me up and I asked "Why did it take so long to come pick us all up". The guy shrugged his shoulders as to say "I don't know., 2nd...After they processed the paperwork, they told me to grab a car in the far back corner of the parking lot. they woman said "Stay along the fence and weave your way back to the choice of cars". Kind of rude but they were busy so I over looked it. 3rd...After taking the car from where I was instructed too, I got to my location and the next morning I came out to the car and noticed it had all kind of bird dropping all over the car. Then I got into the car and discovered there was Bird droppings IN THE CAR ON THE WINDOW CILE!! Upon further review I discovered the car had not been vacuumed as there was filth and dirt all over the seats and floor board. Not to mention someone clearly had left the window down at some point because there was water dripping spots all over the same down as where the bird dropping were. THIS WAS COMPLETELY DISGUSTING AND UNEXCEPTABLE!! I called Dollar rental to complain about there terrible service and the customer service person tells me that the only thing that could be done was for me to drive back to Reagan airport where I got the rental and exchange it for another car. I explained to the woman on the phone that I was at my destination already and that I should not be inconvenienced due to their companies mistake and asked if a new car could be brought to me. She told me that was not possible. I then told her I would keep the car but wanted to take to the manager when I got back to the location and make note of the condition of this car as I didn't want to be held responsible for this vehicle. At this point I was outraged!! Last but not least when I took the car back to the rental place at Reagan. They told me the manager was unavailable and the guy that checked it back in acted like it was not his problem and could care less of the terrible experience I had with them. As I mentioned earlier, I travel a lot for business and personal reason and this was far my worst experience dealing with a rental company. If this is the way Dollar conducts business not only will I direct my business elsewhere but I will make sure that every person I know and my agency using some other rental service that knows how to treat their customers decently.
Terrible customer service ---- BAIT and SWTICH tactics. We made a reservation online to rent a vehicle for one week as we needed a 4=wheel drive (or all wheel drive) for a trip to the mountains. Received our confirmation number and drove to the Oakland Airport to pickup our vehicle. When we arrived, the agent stated they did not have any left in the mid-size which we reserved. Instead, they had a full-size for $200 more.
We went to another company at the airport to rent our vehicle, but VERY VERY disappointed at not honoring their reservation.
I rent a car from dubai international airport terminal 2 on 11th of october and returned on 15th.
AGREEMENT NUMBER : DA2S55546
CAR REGISTRATION NO : 15 16480
İ paid extra money for full coverage and there was small scratches around all of the car when i rent the car.
I didnt hit or cause any damage to the car until i returned it, and when i gave the car back your staff said everything is OK and made me sign on a tablet.
But they charged me 2.000 Turkish lira ( 2400 AED = 700 USD ) for those scratches that i didnt caue.I called your branch a Airport Terminal 2 and they said ''i did it'' , and i had to make a police report ; if i hit the car i would call the police and make a report because i paid extra money for the FULL INSURANCE to not pay anything for these kind of things.
And your staff on the phone hung up the phone because of there was a costumer in there and he said he was going to call me in 10 minutes and he never called me back ( it has been 2 DAYS )
I am attaching the agreement to this mail, Please be institutional and professional and return my money back on my credit card.
And i forgot a bag in the car at airport there was an expensive professional digital CANON camera and 2 piece of women clothes that i bought as a present from GUESS, and the said they didnt find anything in the car but i am sure i left it in the car !
I am a Dollar Express member and this is the first time I have ever experienced such an experience. I am a disabled person and at the Newark Airport I wanted to fuel up the vehicle and the signs stated fuel and lodging and when you follow the signs it takes you directly to the rental car return center. I arrived at the airport 2 hours prior to the departure and when I entered the Dollar return area I was approached by an "unknown" person not in Dollar uniform and I asked why the signage shows for fuel but sends you directly to the return center where you cannot get out - he explained that he is employed by an outside agency and that the signage is difficult for most people to read and that the fuel station is outside the airport and agreed with me that it should be easier for someone to fuel upon return. When I asked for someone else another "unknown" person came over and told that person that he should of not told me that information about the fuel being difficult to find at the airport. I feel since I arrived two hours in advance and needed assistance because I'm disabled I should have been given directions or options to fuel the vehicle instead of taking the vehicle and charging me over $100.00 for fuel. I feel that the rental car companies at Newark Airport are taking advantage of people returning their vehicles because of the poor signage and not letting the customers leave the area due to a dead end do not turn around message. I advised the person that I would pay 50.00 towards the refueling of the vehicle and asked him for a 50.00 voucher towards a future rental but he refused and did not give me any options instead he was taking advantage of customers is poor business practices. I am going to write a letter to the Better Business Bureau so this can be addressed. I will never rent from Dollar or any of their companies in the future. Hire people that wear name tags or uniforms so you can identify that they are employees and if you have an issue you have a name of the person.
I rented a car from the Pensacola International Airport when I returned the car I left my computer bag in the back and it was over looked within 15 minutes I was back at the check in and the car had already been taken to the clean up department. I had checks and $400 dollars in cash when my computer was brought to me the cash was gone. My loss but I let them know that they have a theft in their company. I will never rent from them again.
We hired a car from this company in Phoenix we had a small accident on the north rim of the Grand Canyon a few days later. After keeping us waiting for twelve hours there, they eventually decided to cancel the contract, (decision made by Las Vegas manager who I would love to meet but I can't get his name) stranding us 70 miles from the motel. We only found out when I rang them for the fourth time. I had explained on a previous occasion when I called them that day that I had heart medication we needed but it was to no avail. They endangered my life that day. We incurred a further 500 dollars in extra transportation costs to get to the airport to fly back to the UK. Further we lost 180 dollars in cancelled paid for activities we had planned for our last day.
It ruined our holiday and gave us a poor impression of an American company. Even now they will not tell us what they think they are owed so my insurers can settle with them. It's either mindboggling incompetence or sheer malevolence. A gangster company is the best epithet I can apply. Dreadful despicable I intend to contact the national press when this sorry saga is over.
Dollar Rent-a-car (Parent company - Hertz) threw a huge wrench in my recent trip and I am so angry!!! I traveled to TN, stayed with friends, all to go watch my son's graduation from Army Basic Training in GA. I booked a car, with extra insurance, through Expedia. The insurance was quoted as $10.00/day. I was going to rent the vehicle for 8 days, my whole trip. When I got there, the rental agents said they would not honor Expedia's quote as Expedia was a 3rd party. Expedia had already deducted the $80.00 for insurance from my Credit Card, but now Dollar was going to up that amount to almost 3 times as much! These people are crap. I did not rent from them and am now trying to get reimbursed my $80. It screwed up so much of our plans, and I am pissed and will tell every soul I talk to NOT to rent from either Expedia (who have yet to refund my money) and never from DOLLAR or HERTZ. I have a very big mouth and this info will be plastered over every on-line wall I can find. Make it right Dollar/Hertz!
I have just become a victim of this scam practicing company twice in the same rental. 1st I was told to bring the vehicle back with a full tank of gas "but it must be from a station within (10) miles of the rental company and must bring the receipt. upon my return only to find the closes station was 11 miles away. I was then charged $72 for a half tank of gas!
2nd scam, I just received a letter in the mail that I pass (2) "electronic Tolls" meaning un-manned toll, for a total of $2.67. They are now demanding $32.67 or the money will be taken out of my card I rented the vehicle with. I wasn't even given the opportunity to pay the toll at all. Meaning anyone renting a vehicle from them and passes an electronic toll will also be robbed as I have. When I called to inquire I was told " why didn't pay additional for a toll pas? " That option was never mentioned nor offered to me.
****NOTE: In order to stop these scammers, you must submit these complaints to the Better Business Bureau and the Federal trade Commission, not here! Once they see the patterns, then they will investigate this company.
I reserved a Dollar Rent a Car to be picked up at the Tampa airport at 4:00 p.m. on Saturday, Sept. 3 and return it to the same location on Tuesday, Sept. 6, 2016. My reservation After standing in the Dollar rent a car line for well over 45 minutes I finally made it to the Dollar counter and after giving the Dollar employee my information to rent a car she informed me that they had no cars available and I would have to wait until a customer returned their Dollar rent a car. Did not realize until then that all the people in front of me were also now in line waiting for Dollar customers to return their Dollar rent a car. She said my wait could be between 30 minutes to 1:30 depending on when cars start coming back. Meanwhile, the line behind me at the Dollar Rent a Car was growing and would soon find out their wait had just begun. I noticed not one other Dollar rent a car competitor had a line of people looking to rent a car from them. In fact, none of them had a single person in line and as I found out later none of them had a car available to rent. Obviously, they were able to contact anyone that may have had reservations for a car due to the recent weather problems to make sure they did not have their customers frustrated as many Dollar patrons were on this Saturday afternoon. Meanwhile, since I was already going to be late for the wedding I came to St. Petersburg via Tampa airport to attend, I decided to call a friend in St. Pete to have him leave the wedding and pick me up at the Tampa Airport. My wife and I were planning to stay in the Tampa area until Tuesday, but since we did not have the rent a car from Dollar to use while in the area we decided it would be best to just cut our trip short and go back home on Sunday rather than our original plan departure date of Tuesday, Sept. 6, 2016.
I rented a car in St. Thomas in May 2016. Not wanting to have any worries I took the full insurance option. All I was told at the time was to initial the box which indicated I ws taking the insurance. A couple of weeks later I was notified that there was damage done which I was not aware of nor was it pointed out to me when I returned the car. I was informed that the insurance was voided in that I didn't file a police report when the damage occurred. Apparently that was in the fine print where I initialed that I was accepting the insurance. I told them I wasn't aware that I hit anything or anything hit me and therefore would not have obtained a police report. Furthermore if it was that important a requirement don't you think it would have been mentioned when I was told to initial the insurance acceptance. I have checked with my insurance as well as other rental car companies and they have never heard of such a thing. I am now being threatened for payment.
My name is John Manna. Date: July 6, 2016, My wife and I had a confirmation number for a prepaid vehicle, to be picked up in Philadelphia. Our flights from Atlanta and West Palm Beach were delayed due to weather. I first called Dollar Rent A Car customer service from West Palm, on July 6 am, to inform we would be delayed and wanted to make certain our rental agreement would be ok. I was told everything is ok. I then called again from Atlanta, approximately 7:30 pm, and explained that we would arrive 4:30 am July 7, due to continued weather delays. I was told once again, everything is ok. Upon arrival, at Philly airport, 4:00 am, July 7, we called the Dollar shuttle, it di not arrive until 5:00 am, finally, when we reached the customer service counter, we were told that our confirmation has expired. I explained that I called twice today. The supervisor said, sorry, nothing I can do about it. He would not honor our prepaid $208.74 confirmation. Instead, he said we are now walk ins and would have to pay over $500 for a new rental agreement. We are 65 years old and got treated like crap. Tired and weary, we had no choice, at 5:30 am in the morning to take the car and go. My wife and I feel Dollar owes us an apology and a refund of the difference of the original confirmation. The staff at Philadelphia did not care nor did they wish to make it right. Common sense sometimes goes a long way. My phone number We wish to hear from someone who can make this happen. We would like a refund please. Respectfully, John Manna
Worst service ever!! was charged for insurance and extra driver even though I opted out of insurance and my driver was already covered on my insurance. When I called to explain this to the customer service representative she became very belligerent and rude to say the least. I asked for another person or supervisor in which she informed me she is authorized to answer any questions I have and deal with all problems. I told her I didn't want to talk to her anymore please send me to someone else and she hung the phone up on me. I proceeded to call the customer service number and the instructed me to call back, gave me the prompts to hit and told me I should be reimbursed. I did as told and got the same lady who hung up on me again as soon as I started to explain. I was so mad I was in tears. I called the customer service number and finally got someone to help me and received the full refund I was entitled to. I do not understand how a company can allow behavior like this in their customer service department. The final lady I spoke with was very helpful and actually looked up the benefits of my insurance plan which clearly states I didn't have to pay for an additional driver. If I had not persisted we would have been billed an extra $120. in addition the company charged me for insurance even though I opted out when I placed to reservation and PAID IN FULL. The refunded this amount as well. I would avoid this company until some changes are made.
I reserved a car at Dollar Rent a Car on May 6th 2016 in Panama City Beach Florida.When we got to the Rental counter they said they were out of cars and all the cars were in the shop being repaired. I had got a very good rate when I reserved the car on line and now I know why. Other Rentals car booths at the airport all said this happens all the time with Dollar. I will never rent or reserve a car from Dollar again. The people at the counter were rude and not helpful at all. Never never never again!!!
Monica, I read your complaint that you wrote on Jan 29:
Posted by Monica
1/29/14 3:15PM
BEWARE! Dollar Rent A Car added a fee for "Loss Damage" despite being told not to add any additional coverage. Our insurance company and our credit card company covers us. The charge was "hidden" in the long list of information on the receipt which was on a small device similar to a smart phone. We checked into the airport late at night with a small child and even if we wanted to read the contract, we would not have been able to until it was signed. We did not notice the additional charge of almost $200 until we got our credit card bill. Despite trying to work with Dollar, we are being charged this fee that we SPECIFICALLY declined. Dollar's reasoning is that we should have notified them before turning in the car. Very poor business to work with. Will NEVER use them again and have spread the word to others BEWARE.
I agree with you Renter BEWARE, a total of #94.00 was added to my bill which I did not notice at the time that I returned the car. When I called them to inquire about the charges the person at Dollar Rent A Car, sated that SLI was $65.00, TRPP was $11.90, for insurance which I did not ask for because I had my own insurance and to add insult to injury they billed me for Facility Usage Fee, because they use the airport to pick up renter, and by the way The Dollar Rent A Car in San Juan Puerto Rico, according to the home office in Tulsa OK, "This location is privately owned and handles their own subrogation claims. Customer Service cannot substantiate or refute a claim between you and the location". What a way to run a business.
To all renters.
If you rent a vehicle from Dollar rent A Car in San Juan Puerto Rico, This location is privately owned and handles their own subrogation claims. Customer Service cannot substantiate or refute a claim between you and the location. For additional information, or to further pursue this claim, you may contact the location directly in san Juan Puerto Rico. The Main Offices did not want to entertain my compliant, because Dollar Rent A Car in San Juan is a Franchise not directly under thier control.
I had a prepaid voucher when I went to pick car at Newark NJ airport ,but was still asked for licence and debit card. I was charged 3times more than voucher and still have not gotten a refund after calling head of Caribbean office Mr Bausarto sat on it for months and still nothing case got assign to another person after months of waiting was told it is no longer in system and nothing can be done my travel agent changed companies because of other problems .I'm out over 1600.00
My sister and I rented a car for one day only from Saturday to return on Sunday the agent at the counter told us we could return it on Monday considering the time we picked it up on Saturday lucky for us we still returned it on Sunday and that agent told us if we would,nt have a stolen car report would have been made and we would have been in trouble had that have happened we would have a lawsuit going if they don,t want errors like this then they need to train their staff properly and not a one day course
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