Dollar Rent-A-Car Customer Service Issues

We currently have a Dollar rental car under contract number [redacted]. Originally, both my husband and I were listed as drivers. Unfortunately, my husband had to fly home due to a medical emergency. A friend, Tammie Conley, is now here with me for the remaining days of our vacation. At Daytona Airport, the Dollar Rental Representative added her as an additional driver but could not replace my husband's name with hers. I was advised by Customer Service that this could only be resolved at a Dollar Rental Agency. However, when I asked to speak to a supervisor, the call got disconnected. I would appreciate your assistance in resolving this issue. Thank you, Vivienne Shein.

I am extremely upset and frustrated. During my three-week car rental, I encountered various issues with the vehicle. Despite replacing the faulty wipers, the car exhibited safety concerns such as vibration, stalling, and steering problems. After multiple calls and lengthy discussions, my reservation was extended until Monday the 28th. However, on Thursday the 29th, I was unexpectedly asked to return the car due to a safety issue. This led to further complications, including receiving tickets for the car's malfunctions. Efforts to have the car towed proved challenging, with conflicting information and unhelpful responses from customer service. Despite assurances of a callback from a manager, resolution remains elusive. The threat of involving legal authorities has escalated due to the lack of progress in resolving the situation. I am disappointed in the service provided and expect compensation for the inconvenience caused by the vehicle's issues. If the matter is not addressed promptly, I will be forced to seek assistance through other means.

I reserved a car from the airport for 21 days, from 08/16 to 09/06. Initially, I paid €[redacted] beforehand. Upon arrival at the counter, I was asked to provide an additional €[redacted] for a security deposit, which was fine. Unfortunately, I only had a Debit and Maestro card, which your company does not accept. I offered alternatives like cash or using a friend's Mastercard number with the PIN, but nothing was accepted. As a result, I couldn't rent the car, had to go to another company, and ended up paying the full amount again. I was unable to cancel with your company due to being late. This whole experience made me double pay and feel frustrated by the lack of flexibility, given that these cards are commonly accepted across Europe.

I recently rented a car from the Dollar agency at LAX on September 5, [redacted]. Upon arrival, I was informed by the agent that I must purchase supplemental car insurance to take the vehicle. Despite stating I did not wish to buy the additional insurance and highlighting my past rentals without requiring it, I was told it was mandatory. In need of the car, I had to reluctantly agree. I am seeking clarification from Dollar as to why this insurance was imposed on me and request the removal of the extra charges from my bill. I feel unsettled as I was not given a choice in the matter, and I would appreciate it if Dollar could address this issue promptly. Thank you.

I made a reservation through Expedia for a four-day car rental with insurance for $[redacted]. When I arrived to pick up the car, the representative asked about the insurance, which I thought was included. To pay with my debit card, they required a credit check and an extra deposit. I was surprised when they put a $[redacted] hold on my account and didn't explain the additional charges clearly. Upon return, I learned that only the rental agreement, not the Expedia reservation, determined the cost. I was shocked by the $[redacted] discrepancy and the lack of transparency. The staff member was unhelpful, and I was dismissed when seeking clarification. As someone with 11 years of customer service experience, I am disappointed with the treatment I received.

Good morning, on Wednesday, October 3rd, I rented a GMC Yukon for 25 days. The rental was quite expensive, and when I picked up the car late in the day, I noticed several dings and dents. Despite mentioning this to your agent, they assured me that the damages were noted. The following morning, the condition of the interior was appalling with sticky marks and patches all over - door panels, steering wheel, center console, windows, carpet, and even prescription medication under the seats. This falls below the service standard I expect from your company. I am currently in Daytona at my house, using my wife's car instead of the rental SUV I had planned for guests. I would like a change to a vehicle of the same or better quality. I am disappointed with the service I have received from Dollar Rent A Car and hope for prompt resolution on this matter. Regards, Stuart C.

I had a disappointing experience with Dollar Rent a Car recently. Initially, I was charged $17 more than my confirmed bill of $[redacted], which should have been $[redacted]. Additionally, the representative at Logan Airport Dollar Rent a Car tried to charge me $[redacted] for gas, claiming it was $3.10 a gallon, but it turned out to be almost $10 per gallon. Despite the gentleman speaking quickly, I caught on to the overcharge. The car exterior was wet and spotty, even though it had just been washed, with no staff available for assistance. When I contacted customer service, they refunded the $59 toll fee. The gentleman at the counter could not provide a receipt as his printer was allegedly not working. The car was clean inside, but the outside was unsatisfactory. Although I was only offered a $15 credit for the inconvenience, I felt the need to address the multiple issues I encountered. I have previously had better experiences with Budget rentals. I hope for a fair resolution to this matter. Thank you, Cathy Allton.

I am writing to express my disappointment with Dollar Rent a Car. Initially, I was overcharged $17, as my bill was confirmed at $[redacted] but they charged me $[redacted]. Additionally, they tried to charge me $59 for tolls, which was refunded after I contacted customer service. The representative at the Logan Airport Dollar Rent a Car tried to charge me $[redacted] for gas, claiming it was $3.10 a gallon but it turned out to be almost $10 a gallon. He rushed through the explanation. The car, although clean inside, was wet on the outside. Despite being washed, it had spots all over, including the windshield. When I requested a credit for the dirty car, I was offered only a $15 credit and advised to send an email since there was no phone number to call. This experience was disappointing compared to the ethical service I received from Budget in the past. I hope Dollar Rent a Car addresses these issues promptly. Thank you.

Hello, I have encountered an issue while trying to submit a complaint form on your website over the past month. Whenever I attempt to change the country from the US to another one, an error message appears stating "error processing your request." My car reservation was made through CarRental.com on May 6, [redacted], with confirmation code H[redacted]6E2, totaling USD [redacted].91. Upon arriving at your agency in Newark to pick up the car, I faced a long wait due to the requirement of insurance payment from a single card, which none of my cards allowed for. Despite having three cards with a combined available balance of USD 10,[redacted], the policy only accepted a single card with a USD 4,[redacted] lock amount. After a lengthy process, I eventually rented the car for a week, with plans to extend weekly. However, upon returning the car, I received a receipt showing a significant difference of USD [redacted] from the reservation amount. I'm seeking an explanation for this discrepancy. Additionally, I recently received an invoice for a road toll fee of $5.32, but the demanded payment is $65.32, despite no violation occurring. I contest this added fee as there was no need to pay the initial toll, and I expect a fair resolution. Sincerely, Michael N.

Dear Dollar Customer Service, I'm writing in regards to Rental Record #[redacted]60. Recently, my bank alerted me to a charge of 15.16 US Dollars on my credit card for Rental Car Tolls dated November 20, [redacted]. The location provided was [redacted]. Throughout my rental, I only encountered one instance where a toll payment was needed. I paid in cash at the toll booth and have the receipt to confirm the payment. As far as I remember, there were no other tolls due during the rental duration. Could you please send me a copy of the original invoice from the toll operator? Reviewing the details on that document will help me verify the validity of the charge or determine if an error has occurred. Thank you for your help. Sincerely, A.B.

My wife, Cynthia R., used confirmation number H[redacted] today at Cleveland Jon Hopkins Airport for a car rental. We initially booked a compact car for $[redacted].00 but decided to upgrade to a Toyota Corolla. I was shocked when the new total came to $[redacted].00! $[redacted] for an upgrade seems excessive. Despite this, we accepted the car but are deeply dissatisfied with the price increase. We have experienced free upgrades and paid for upgrades at other car rental companies without such a significant jump. We feel taken advantage of in this situation. This will likely be our last time using your services if this is the standard practice. We would like an explanation for the steep upgrade fee. Cynthia will be returning the vehicle on December 18. Thank you for your attention. Timothy R.

My daughter authorized me to discuss rental record #[redacted]50 under Marisa Johnson's name. Initially, I rented a vehicle for her and her colleagues in Las Vegas through Priceline at $24.15 per day without insurance due to our coverage with USAA. Despite booking at Dollar Car Rental Las Vegas Airport, upon her arrival at Treasure Island amid rain and flight delays, they directed her to pick up the car there. Under pressure to reach the Convention Center, they presented a new agreement at $55 per day, swiftly adding various extra charges without her consent, inflating the cost from $[redacted] to $[redacted]. The salesperson exploited her lack of experience, manipulating the situation. I have contacted Priceline, who has involved Dollar, but I am determined to report this incident. It is unacceptable how they targeted vulnerable customers like my daughter. This must be addressed. - Linda Drennen

My daughter authorized your company to speak with me regarding her Rental Record number [redacted]50. Initially, I booked a car through Priceline.com for $24.14 per day after researching rental cars at Las Vegas airport. Due to a flight delay caused by heavy rain, she was directed to pick up the car at Treasure Island instead of the airport. As a result, a new rental agreement was signed on the spot, quoting a rate of $55.44 per day, doubling the original price. Despite our existing rental coverage with USAA, they added unnecessary charges and did not honor the waived extras. This exploitation of a young traveler is unacceptable. I insist that these charges be removed from the bill before she returns the car tomorrow. I expect prompt resolution from your company and trust that you will rectify this situation. We have future reservations with you in Portland, OR and Florida, and I hope for a satisfactory outcome. Linda D.

My daughter called in to give your company permission to speak with me regarding her Rental Record, which is *********. Initially, I booked a car through Priceline.com for $**.** per day after googling rental cars at Las Vegas airport. When my daughter arrived, she was informed the reservation was at Treasure Island, causing her to sign a new agreement at $**.** per day, doubling the price. They added unnecessary charges despite our existing rental coverage through USAA. This exploitation of a young, inexperienced traveler is completely unacceptable. The additional charges must be removed before she returns the car. I expect a prompt resolution. We have future reservations with your company and hope for a fair outcome. - L. D.

Good morning, I have reserved a car from DOLLAR Rental Car in Boston for June 13, [redacted], for my trip within the United States from Italy. I am aware of the toll system in Massachusetts and the necessity of the EZ Pass for highway travel. Upon arrival in Boston, I will quickly journey to NY on the same day, with no plans to return to Massachusetts. Previously, I encountered issues renting a car and had to pay $[redacted] for a 12-day EZ Pass, even though I was in Massachusetts for just a single day. To prevent a similar situation, this year I opted to book with DOLLAR Rental Car. I am seeking confirmation on whether it is possible to rent the EZ Pass for just one day. Furthermore, I would like to understand the consequences and fines for passing through tunnels or bridges without the EZ Pass. Despite contacting customer service twice at +1 [redacted], seeking this information, I would greatly appreciate your confirmation for peace of mind. Thank you.

I rented a car from Houston International Airport and encountered multiple issues with the vehicle. After warning lights came on, I had to pull over and contact assistance, facing challenges due to not having immediate access to a phone. Despite speaking to various representatives, including a night supervisor named William, the resolution process was inefficient and misleading. Ultimately, I had to secure a hotel on my own and arrange for the car to be towed back to the rental location. This resulted in significant delays, causing me to miss important family events in San Antonio. The lack of consistent information from your customer service team and the unnecessary complications have left me frustrated and dissatisfied with the entire rental experience. I firmly believe that I should not be charged for the rental, considering the circumstances and the considerable inconvenience I faced. My hopes for a smooth journey were dashed, and I am disappointed by the overall handling of this situation. Respectfully, R. Krueger.

I requested a specific type of vehicle and received an email confirmation for it. However, days later, I got another email with a different vehicle type. When I contacted Customer Service, I was connected to a representative in the Philippines who seemed unfamiliar with the vehicles available. This difference in vehicle knowledge may be due to the variations in vehicle models between the U.S. and the Philippines. This experience highlights the challenges of outsourcing customer service and the potential for miscommunication. It's a clear example of how some companies may inadvertently create barriers to effective customer interactions by outsourcing service centers.

I had booked a flight with a car rental through SW to Nashville. Unfortunately, I found out about my flight cancellation only on 4/23 at the SW curbside service. Despite trying to modify my reservation online, I had to cancel it due to the lack of options. Subsequently, I contacted Dollar and was assisted by a helpful employee. However, there were communication issues, and despite being offered a better deal, the final price ended up being much higher. The lack of transparency in pricing led to confusion and frustration. Eventually, I ended up paying $[redacted].99 for the car rental, much more than expected. This entire experience left me feeling mistreated and disappointed. I now have conflicting final price quotes from Dollar for the same car rental, which is unacceptable. I am seeking a full reimbursement for this ordeal.

I recently made a rental reservation with Dollar at KOA. The original charges were supposed to be $[redacted].86 plus an additional $8 per day for drivers under 25. However, upon picking up the rental, my daughter was informed that she needed insurance at $38 per day, significantly increasing the total to around $[redacted]. After reviewing the charges together, we discovered the reason for the substantial increase. Even though our insurance covers rentals, the agent insisted on adding the extra coverage every time. Though the contract was eventually corrected, there is now a $[redacted] hold on her account instead of the maximum $[redacted] or 15% deposit. I urgently need this hold to be released as it is her spending money for her trip in Hawaii. Contacting customer service was unsuccessful as there was no option to speak with a representative. I am disappointed with this poor customer service experience and hope this matter can be resolved promptly.

Subject: Urgent: Refund Request Follow-Up Needed Dear Dollar Customer Service, I am writing to follow up on the refund that was promised to me during a recent phone call on 08/07/19. After encountering multiple issues with your services since the beginning, I was assured that a refund would be processed promptly, and I was expecting both the refund itself and a confirmation email within 24 hours. Unfortunately, I have not yet received any communication or refund, and the lack of follow-through is becoming increasingly frustrating. I am hesitant to spend further time and money contacting the Customer Assistance line, especially after incurring a charge of £74 during my last international call from the UK. To streamline the process, I kindly request an email confirmation that the refund, as discussed during the phone call, is being properly processed. I have provided my Rental Record details for your reference: #[redacted]16, with the car rented from LOS ANGELES INTL AIRPORT on 06/17/19 and returned to SAN FRANCISCO INTL AIRPORT on 07/13/19. I would greatly appreciate official acknowledgment of our previous conversations and a swift resolution to this matter via email. Thank you for your attention to this issue. Sincerely, B. Winson