Dollar Rent-A-Car Customer Service Issues

Dear Dollar Customer Service Team, My name is Csilla Pusztai, and I am seeking clarification regarding a recent correspondence sent by your company. We rented a car from "Dollar Rent a Car" from July 14th (pickup at Las Vegas McCarran Intl. Airport) to July 22nd (drop off at San Francisco Intl. Airport) with rental confirmation number [redacted]62. Your letter claims we did not return the car with a full fuel level and charged us an additional 43.06 USD, which has led to confusion. We have reviewed our receipts and rental documents and believe we returned the car with a full fuel tank. Here are the details to support our claim. We followed the full-to-full fuel policy given to us at pickup, and even the service desk attendant instructed us to refuel within 10 miles of the drop-off. We chose the Shell Petrol Station ([redacted] Gellert Blvd, Daly City, CA [redacted]) 6.2 miles from the dropping point. Although we paid 35 USD in advance to fill the tank, we could only put in 30 USD due to the tank being already full. We closely monitored our fuel usage and recorded the mileage readings. The last refueling document shows the mileage at [redacted] miles with a full tank. On the final invoice at return, the mileage was [redacted], indicating an additional 6 miles traveled, still within the allowed 10-mile range. Your staff member confirmed the full fuel level visually when we returned the car. I am requesting a refund for the unjust charges. Please provide evidence supporting your claim that the fuel level was not full upon return. It is disappointing to receive such notifications after leaving the country, limiting our ability to address the issue in person. Your prompt response and clarification are appreciated. Sincerely, Csilla Pusztai

I made a reservation over 24 hours in advance, but encountered issues at the car rental due to payment processing errors. The cashier swiped my card for $16 and entered the wrong CDC code, causing it to be declined. Despite calling my bank to address the issue, the same mistake occurred again while I was in front of the cashier. This resulted in me being unable to rent the car for another 24 hours until the card could be swiped once more. I tried to resolve the problem over the phone with your customer service, but faced difficulties and long wait times. I want to ensure that I am not charged for this inconvenience. I reached out to your company before heading to the rental location to confirm all was well, only to face these setbacks that prevented me from being with my daughter in the hospital.

I reserved a car through a third-party website, reference J[redacted]1B3, from January 2nd, [redacted] to January 9th, [redacted]. The pick-up location was at Treasure Island in Las Vegas, to be dropped off at Los Angeles Airport. There were a few issues with my rental experience: 1. Instead of the luxury car I booked, I was given a non-luxury car due to unavailability, which goes against the booking agreement. 2. The car, a Nissan Altima, was delivered at 1:10 pm instead of the scheduled 10:00 am, causing us to lose a whole day of our trip to the Grand Canyon as we arrived after dark. 3. I received only a $40 discount for the downgrade, which I feel is inadequate compared to the difference in the rental prices between the Nissan Altima and a luxury car on your website for the same dates. I believe I should be compensated for the day lost and the inadequate discount. Arvind Rai

On January 7th, I collected a rental car from Dollar at Ft. Lauderdale Airport. Shortly after hitting the highway, I experienced significant issues with the car, including shuddering, a rattling steering column, and veering to the left. I immediately contacted Dollar, who assured me they'd arrange a tow and provide a replacement vehicle at Palm Beach airport. However, upon arrival of the tow truck, they only took the car, leaving me stranded without transport to PBI. After arranging my own ride, it took an hour at the airport to swap the vehicle. Despite numerous calls, Dollar has not allowed me to speak with a supervisor. This has been a dangerous and disappointing experience with Dollar's lack of responsiveness to my safety concerns.

I rented a car in Portland and planned to drive to Texas but was told to return the car because it wasn't approved for out-of-state travel. After only two hours and driving 15 miles, I was charged for a full day and received no discount from Dollar. I wrote two letters to Dollar's corporate office, but they were returned undelivered. Luckily, AVIS was open, but I had to pay their higher on-site rates without a discount. Dollar's customer service was disappointing, and I believe I deserve a full refund and possibly a free rental day in the future due to the misleading information provided.

I made a reservation with you for my trip to Orlando from 04/18 to 05/01. Due to the Coronavirus pandemic, I had to cancel. I tried to reschedule with my travel agent, but they mentioned you are not allowing rescheduling without costs. They suggested canceling my current reservation and making a new one, which would result in a significant loss for me. I hope you can understand my situation and show empathy, as I had no choice but to cancel my trip. Thank you in advance for your consideration. I look forward to your response.

I am an attorney representing a client, Russell McCarter from Medway, MA, regarding the suspension of rental and operator privileges by Dollar Rental Cars. There was a dispute over charges that led to law enforcement involvement, claiming the car was stolen, which resulted in the arrest of an authorized driver. Mr. McCarter is seeking a prompt resolution to this matter. Please contact me at [redacted] or [redacted] to address this issue. Thank you. - William Devereaux, Esq.

After returning my rental, I received a letter from PurCo weeks later claiming damage to the window. I find it suspicious as I signed off with no issues on the return date, which was later changed to match the pick-up date. Despite speaking to customer service and the Claims Department, I am continuously redirected with no resolution. It's frustrating dealing with Dollar/Hertz and the lack of communication. I am considering seeking legal advice or involving consumer agencies/social media to address this matter. I hope for a prompt and personal response to resolve this ongoing issue. Thank you, L. Young.

I rented a car from Dollar and experienced a tire blowout without adding extra insurance. Here are the key points: 1. The tire blew out from the sidewall, indicating a possible tire defect. 2. The blown tire was a different brand than the other three, suggesting it had been previously replaced. 3. Thankfully, the incident occurred on a side road at slow speeds, avoiding potential serious injuries. 4. There was no jack or lug wrench in the vehicle, which would have been essential in this situation. I paid $[redacted] for a new tire as directed, but I believe this situation falls outside standard insurance coverage due to the circumstances. I am requesting a reimbursement of $[redacted] for the tire cost. This reimbursement is solely for the tire and does not cover any inconvenience or disruptions to my travel plans.

We were offered the option to pay a $54 fee to cover all tolls during our rental, which we accepted. We signed the necessary paperwork and even asked at the checkout booth if we needed a toll booth sticker, to which we were informed it wasn't necessary. Two weeks later, we received a bill for unpaid tolls. Confused, I reviewed our invoice and couldn't locate the $54 charge. I wish to file a complaint regarding the Dollar counter at MCO, as we were misled about toll coverage. I am seeking clarification on the paperwork my husband signed, as we only have ticket-type rental cards. Our rental record number is [redacted]83. It seems there may have been an error at the counter. I am requesting a refund of $64.83, the difference between the total fines and the expected $54 toll coverage fee. Despite numerous attempts over several days, I have been unable to reach anyone at MCO Dollar or the national customer service number.

I attempted to contact customer service multiple times over four days, holding for over 30 minutes each call while I had the rental car. Despite returning the car on Sunday at 2:00 pm, I was charged until Tuesday. I was also charged for additional services like tolls that I did not request. I am seeking a refund of $[redacted] for the toll, the extra two days' charge of $[redacted], and my $[redacted] deposit for a total refund of $[redacted] from the total $[redacted].77 charge. I have discussed this with my bank and may initiate a dispute. The charges were unauthorized, and the lack of refund for the deposit is unacceptable. I intend to share my experience on social media platforms and review sites.

I rented a car from Philadelphia Airport today and encountered major issues with the brakes, engine light, and fuel gauge malfunctioning. After turning off the car, the engine was still idling. I am in town for two days for a funeral and parked the car at my sister's house in Royersford. I want the car towed and a full refund as I do not trust it. I have tried calling multiple times but have been hung up on, which is unacceptable. I have used your company before, but this experience has been disappointing. I will find another way to the airport on Friday. I plan to inform my credit card company not to pay any charges to Dollar Rental Car. Please contact me urgently at [redacted].

Last night, I tried to modify my Ft. Myers, FL reservation for a 1-day rental to get the AAA rate, which is about $2.50 less than the original reservation #J[redacted]3D4. However, I mistakenly cancelled the prepaid reservation due to not fully understanding the change policy and got a new booking with confirmation #J[redacted]. After speaking with customer service and getting transferred to billing, the call got disconnected. I kindly request to treat the updated reservation as a modification, not a cancellation, and to reverse the $51.50 charge on my credit card. Thank you.

Car Hire Booking Reference: PT[redacted]00 Dear Carlos, We have noted that your car hire reservation was made using a debit card. Please be informed that this DOLLAR rental location has specific policies regarding the use of debit cards. A credit card under the main driver's name is required to collect your rental vehicle, and you will need to have it with you at the pick-up point. The rental location may withhold your car if this requirement is not met. If the main driver possesses a credit card in their name, no further action is necessary; just ensure you have it during the car collection. In the event that you do not have a credit card, rest assured, we are here to assist you. You can access your Manage Booking through the provided link to engage in a live chat with one of our Customer Advisors. Dear Dollar rent a car, As mentioned earlier, I do not have a credit card under my name, but my girlfriend has one that we could use. Would it be possible to utilize her credit card for the car pick-up at Porto Airport in Portugal? I attempted to use the "Manage booking" link without success. Best regards, Carlos M.

Subject: Billing Discrepancy at Dollar Rental - need resolution Hello, I recently returned a vehicle in Chicago/O'Hare (ORD) and was charged an unexpected "extra hour" fee on my bill. However, I returned the vehicle on time and was surprised to see this charge. I was assured by the staff member that returning the vehicle at the specified location and time would not incur any additional fees. I am disappointed by this discrepancy and hope we can rectify this situation promptly. I kindly request a refund of $18.81 credited back to my account. I can provide any necessary information regarding my rental to resolve this matter efficiently. I have been a satisfied customer of Dollar Rental until this billing issue arose. Thank you, M.B.

Subject: Adjusting Car Rental Pickup/Drop-off Times for Trip on 09/26 Dear Booking Group, I would like to inform you that due to a flight change, I am unable to pick up the car rental at noon as originally planned. The new flight arrival time at MDW is 12:15 PM, making it impossible for me to make the pickup at that time. I kindly request to reschedule the pickup and drop-off times to 12:45 - 1:00 PM for pickup and 3:00 PM for drop-off to align with my new flight schedule. I appreciate your understanding in this matter and hope that there will be no additional charges incurred on my part. Thank you for your assistance. Sincerely, Willie Hogan P.S. All necessary details are provided below for your reference. Thank you.

Dear Sir or Madam, I am a German tourist who visited Valdemossa with friends on 13.09. I want to report that the car I rented was damaged by a Bulgarian tourist who rented from DOLLAR at Mallorca airport. This incident occurred around 11:00 am when the other driver was trying to park and touched my car at the back on the left side. Name: Stoyanov M.K., born 27.07.[redacted] Car Number: [redacted] LPT I do not have details regarding his car insurance. I am unable to locate an email address on your website to send you photos of Mr. Stoyanov's passport, the damage to my car, and the documentation from my rental agency. Could you please provide me with your email address and inform me of Mr. Stoyanov's insurance details? Thank you for your assistance. Best regards, Stefanie Poetes

Hello, good morning, My name is Marco Trillo, CEO & Founder of the thin mobility services company TimeGolds. We are reaching out to you via email because we would like to offer a collaboration proposal. At TimeGolds, we specialize in managing daily vehicle tasks, such as passing inspections, taking vehicles to workshops, maintenance/cleaning, and providing transportation from point A to point B as requested by clients. We would like to discuss the possibility of a "win-win" collaboration to make it easier for your end customers to drop off and pick up vehicles, allowing them to easily make reservations and have the option to have vehicle X delivered to the location specified by the client. We aim to be the company that provides solutions to your own vehicle fleet, managing any issues that may arise with your vehicles (workshops, tires, inspections, etc.). Thank you for your time, Best regards, Marco Trillo www.timegolds.com

Rental Record [redacted] Hello, I'm frustrated after just leaving the airport. I made a car reservation online which included fuel responsibility, but when I arrived to pick up the car, the employee at the desk tried to upsell me on the fuel responsibility again. I declined but then was told my credit card wasn't working, and ended up authorizing an additional $[redacted] as a deposit. Upon checking my credit card statement, I saw that $[redacted].14 had been charged instead of the originally communicated deposit amount of $[redacted]. I raised this issue with the customer service representative at the airport, but they were unable to resolve it on the spot. I hope this situation can be rectified promptly as I have been a loyal customer and have always had positive experiences with Dollar or Thrifty. This treatment is unacceptable and I trust that this will be resolved to my satisfaction.

I recently contacted Dollar about rental agreement [redacted]66 for November 10-17. I have reached out three times about certain charges that were added: Loss Damage Waiver for $[redacted].93 and LIS for $[redacted].16. I did not agree to these charges and would like them reversed. When I first learned of the charges the day after picking up the car, I spoke with Nicolas who noted in the system to remove them upon returning the car to a different location. The next day, I called to confirm, and a consultant assured me it would be taken care of, providing confirmation code [redacted]2. However, upon return, the staff member there could not help and directed me to customer service. I spoke to another consultant today who claimed it was too late to remove the charges, contradicting previous assurances. This situation is unacceptable, and had I been aware of these charges beforehand, I would not have rented the car. Please refund the charges promptly. This has been a disappointing customer experience, not to mention the poor condition of the car at pickup. I eagerly await your response. Thank you.