Customer Service Scoreboard
No car after prepaying and checking ahead over phone in Atlanta airport. Stranded overnight. Over 10 separate phone calls, promised and told refund was resolved and going through, but never refunded. Spoke to 7 different supervisors that all claimed different issues for the delay. Still waiting. It's been over 4 months. DO NOT USE DOLLAR.
Left me and plenty of others stranded at Atlanta airport because they had no cars yet I already prepaid. Not to mention they don't have the common sense to greet people before they get on a ridiculous long line only to be told "it will be several hours before we get cars". Furthermore the counter agents have such nasty attitudes and dispositions as if the customer doesn't have the right to be angry,
Went to pick up my car at Orlando. I been with Dollar many years. Always used my express. It worked great a couple years ago just go to the car and drive away. This time lady says there's no more express. We have to go into c I under. 2 hour line inside. I am done with Dollar. I rented with them 6 to 12 ti.es a year and the express has gotten worse every time. Good bye
The rear view mirror fell off in the car. While getting onto a highway. The customer service has been awful. Long wait times. Incorrect info. The car was towed. Left with no car unless we want to spend one hour each way getting another car at the airport. Even though there is a Dollat ten minutes away. Nobody knows the correct info.
As I see other reviews, this one should be no surprise that this one is another one about awful customer service. On a recent trip to the big island of Hawaii we made the mistake of renting from dollar at the Kona airport. Our nightmare started with the incredible wait to get our car. As I'm now gathering, this was no isolated incident of having to wait 2 1/2-3 hours to get our car along with 50+ people in the blistering sun. No one apologized for the delay and if we, like many others who had made the mistake of prepaying, we would have gone across the stress and rented from Avis or hertz but unfortunately we could not do that. Our nightmare continued as we traveled around the island only to find the car had transmission issues. We were lucky to be able to make it to Hilo where a wonderful man named junior took our information and was able to give us another car. To his credit, he was so good at customer service, when he realized my husband was a veteran, he too was one and thanked him for his service. Thinking all was now good, we headed back to our hotel in Kona only to find the tire pressure light came on as we were driving back on a highway with no service stations. While not dollar's fault we had difficulty in finding a station with a working air pump which added to our frustration. So a couple of things are very clear after this experience. Dollar doesn't maintain its vehicles and as we now know as soon as they are returned, they put right back out without anyone looking at them for any issues. In fact when we returned the car, no one asked about how things went or even checked to see if there were any dents. My husband and I have rented cars for years and no place has ever been so ignorant in customer service or vehicle maintainance and not even caring that they are. We will NEVER rent from dollar again and I have left reviews on TripAdvisor and yelp about this horrible company. And most important, NEVER rent from them in Kona as it will start your vacation on a sour note.
On February 18th 2023 we arrived to the Rental car pickup location at SFO airport after 6-hour flight from Newark NJ. It was extremely busy standing room only, people were napping on the ground, many families with small children crying . I went to the Dollar rental line and was met at the beginning of the line by the manager . He stated "did you hear sir there are no cars available " I quickly responded to him " I booked mine months ago". I waited approximately 20minutes to reach the rental agent at the counter. I gave her my name and she replied " I am sorry sir there are no cars available" I asked how this could be as I had reserved a car for 10am pick up. She preceded to advise me to contact the company that I booked through. I was very upset to say the least , what would that do for me , I am here in SFO with my wife and 9-year-old stranded, no way to get to our hotel. She took my phone number down, and said "I Will see what I can do, but it will take some time, maybe two hours ". I told my wife who was already extremely emotional and distraught as we had traveled to SFO for her 52-year-old sister's memorial service being held on 2/21 in Los Gatos , she began to cry and I felt extremely helpless and beyond frustrated. We waited to find somewhere to sit down, and try to relax and figure some way we could get to our hotel. We were all extremely exhausted and my poor wife was so uncomfortable after a 6-hour flight (she had a lumbar fusion on 8/3/22 ) and she desperately needed to lay down to relieve her pain. After approximately 1 hour 45 minutes I approached Avis agent counter and spoke to two agents to ask if they had a car available , their response was shocking " we have no cars because we took care of our customers ", then continued and said "they do this all the time (Dollar ) will overbook 100 cars to 250 people to prevent loss , as they estimate 50% of bookings will no show, whereas Avis will do only 10-15% of bookings, and told me to go to the counter to acknowledge how dissatisfied I was with what I was encountering. I headed to the Dollar agent I was working with and asked "how are we making out" she said "nothing yet still working on it" and asked for another 20-30 minutes for her to try to get us a vehicle. After about 15 minutes she called my cell phone and said we have your vehicle. I proceeded to the counter and I was elated , we went over fuel details and told me it is not the ultima you rented but it was a Nissan rogue . We quickly headed to the rental garage and got in our car and headed to our hotel.
Once we were in our hotel , I looked at the rental contract and noticed they charged my credit card $530.08, which was a completely new charge , not related to what I paid at time of booking, where I paid $470.37 full at time of booking. So I was double charged after being extremely inconvenienced and put through undue stress at very difficult time for my family.
I need to be re-imbursed in full for my charges that I incurred through your site as it was a terrible experience and I did not get the vehicle that I booked through you. I strongly urge you to fix as soon as possible , as I have shared the experience with others and clearly with the many others that were stranded that day like ourselves , it is happening to others.
Thank you for your prompt attention to this matter , I hope to hear from someone very soon-
I've tried to resolve this issue....I've been promised dollar rental in charlotte would getin touch with me..which, they haven't...my name is jeff mcmanus, I rented a car from dollar, i stressed I did not want any extra ins, however, i was still charged...this is the last time I will attempt to get a refund....if I'm not contacted by the end of today, I will be fileing a complalnt with the BBB. Enough is Enough...I rented the car thru priceline, stressing, i did not want any extras...I went to pick the car up, I AGAIN stressed i did not need any extras....however, i was charged for the extras totaling 149.00.....for the last time, my name is Jeff McManus, I rented the car from dollar in charlotte, nc at the airport...the dates where 1/21/23 to 1/23/23...rental record # 127520035 AND rental record # 126243541 unfortunately, when I told the lady at the counter that i didn't want any extras, I didn't check behind her,, If I had, I would have seen she signed me up anyway....my fault for trusting her...like i said, i've been trying to resolve this, but i've continually been given the run around...If i'm not contacted by the end of the day today, I will be lodgeing a complaint with the BBB and priceline to advise them of the way you do business.
Rental a car with Dollar Rental on October 18, 2022 in Baltimore, Maryland. I had to wait 2 hours and 30 minute to get a car that I made a advance reservation for and plus the worst part was I ask for a comfort car and I ended up with a mini van. The staff stated if you don't want the mini van then tough, it's not my problem. The staff was very rude. I never want to rent for dollar rental in Baltimore, Maryland again. No Thank you.
Waited 1 hour 15 minutes behind about 60 people and 2 check-in agents at the Dollar D/FW counter. After check-in, waited 30 more minutes due to no cars being available, then 15 more minutes due to a very slow clerk that checked the rental agreements prior to leaving the parking lot. Was /not/ advised of the option to have a transponder to pay the toll fees (probably because the staff was overworked and not very motivated) so received a bill in the mail for $90 extra dollars on top of the $11.50 in tolls. Notably, Dollar sent the bill and charged the admin fees within the 30 days that one typically has from the North Texas Tollway Authority to pay an invoice - so clearly, the admin fees are extra profit and not for any "penalties" that Dollar said they had to incur. Sent two separate complaints and two separate toll disputes via the website with no response. Had to then send a U.S. mail letter, which finally drew a response and denied the disputed $90 extra in charges.
Dollar's slogan is "we never forget whose dollar it is". That's right - it's /Dollar's/ corporate dollar (not ours) and they are determined to soak however more they can get out of their customers. Fellow travelers - don't ever rent from these unsympathetic goons.
I will never rent from Dollar again. Horrible customer service. We were early picking up our car without realizing it so they charged me another 463. Without even saying anything. I saw it and said something they told me oh well it changed all your rates wouldn't do anything for me. Dollar sucks!
October 5, 2021
On 9/23/2021, my son rented a car with Dollar Car Rental at Denver International Airport. Because this was his first time renting a car on his own, I showed him the charges from the reservation email (appx $447 to be charged immediately, and then appx. $147 due for taxes) and informed him that he would likely incur a "Young Driver" charge of $19 per day. I informed him that he needed no other coverages. Although he has never rented on his own, he understood to accept no other coverage because we have rented as a family several times. I told him to expect the total to be about $700 (this is important for a later point in this letter).
9/23/2021
I instructed Caleb to call me once he got the vehicle as I wanted to make sure everything went well. He explained to me that "they tried to upsell me a lot, but I told them no, that I just wanted the basic rental that I had reserved with no extra coverage. They even told me that I needed a bigger vehicle for the mountains that it wasn't safe with a Corolla, and I told them again, no that I just wanted the car I reserved."
9/24/2021
So, he is off on his trip. All is well, correct? NO. I looked at his credit card statement and saw a charge bigger than I expected (I know that $200 more is held pending as a security). I then pulled up the rental record via email he received and there were two charges showing "accepted" - Loss Dmg Wvr ($237.93) and Prem Road Serv ($62.93). I called Caleb that evening and asked him again about the rental and told him about the charges. He was upset and adamant that he did NOT accept any extra coverage. He stated that when he saw $695 on his rental-record he thought it was "about $700 like I told him" - he didn't realize that was in addition to the weekly rental of $447. He told me that when he signed for the car that he trusted that it was representing what he stated - "just the rental car, no upgrades or no extra coverage".
I called the called the customer service number provided on website. I spoke with Lewis (Luis?). I informed him of the situation. He informed me that Caleb needed to tell them to reprint the contract at time of pick-up. I told him that I really wanted to speak to someone on the phone to ensure that this gets corrected. He gave me the email [email protected]. I thanked him and proceeded to email this manager.
How Dollar Car Rental treats me from here on out is very frustrating, deceitful, and dishonorable. I emailed the manager at the above address. PLEASE NOTE: this email is being sent less than 24 hours after my son rented the car. ALSO NOTE: the times on the email thread that I will provide, if necessary, shows times sent in our own time zones.
I email asking "Is this the manager, I need to inform you of something...?" I get an almost immediate response from Victoria Kizer stating "yes, how can I be of assistance?". I ask her if I could call her, or she call me. I see a number at the bottom of her signature, so I try that. No answer. She then responds with email stating "not available by phone due to conferences, maybe later today or Monday". I then respond with "Ok, let's set up a time...". She then responds, not to me directly, but just attaching two names (Jessica Fox and Pedro Reyes) stating to call this customer at earliest convenience. Ok, so she didn't address me personally stating that these managers should follow up, thank you for contacting me, hope this gets resolved. Felt dismissed at this point.
So now I email Jessica and Pedro with a quick "Hello, your manager has asked you to contact me." I don't get any response (which I am not expecting immediate response), so I decide to email Victoria one more time to see if we can resolve this via email, although normally I like to do business over the phone. Again, she responds almost immediately that "absolutely we can do it via email.". Now I email her my problem. SHE NEVER RESPONDED again, at all! Even after I sent ANOTHER email asking for her to please let me know if she has received my last email.
I then decide to reach out for others to help. I left a message on the Dollar HQ phone number and emailed [email protected] and received a case #. Felt very discouraged and frustrated at this point.
9/25/2021
I receive a phone call from Pedro Reyes 5:11pm. I am feeling so relieved this point. I explained to him everything that has happened. He states that he's not really supposed to redo a contract, but after some discussion he asks me where Caleb is with the car because if he can come back, he can redo the contract. I stated he was in the mountains (Breckenridge and Vail). I asked him to redo it once Caleb returned with the vehicle because that was what Lewis (at the customer service #) had stated to do. He stated that it doesn't really look good to redo it the day of return, that it looks deceptive. I then stated that "what is deceptive is that way they added that to the contract, that it was not right". He paused for a moment, then asked me what time Caleb was arriving on the day of return. I informed him about 8am on 9/29/2021. He said very assuredly "ok, yes, I will be here that morning. Have him ask for me." I asked him if he had video/audio surveillance so he could investigate that person adding stuff that was denied. He stated he would investigate. I thanked him more than once. Felt relieved at this point.
9/27/2021
I email Pedro a reminder email. I also asked him in the email if he had any notes for the employees in case he wasn't there with being sick or an emergency. NO RESPONSE
9/28/2021
I left a message on the same phone number that I had that I had tried to call Victoria Kizer. NO RESPONSE.
9/29/2021
Caleb returned the car. He did as instructed: ask for Pedro, he will redo the contract. When Caleb asked for him, the cashier went to back, was gone a few minutes, came back and stated "he's not here and I can't do anything about it. I will file a complaint". Caleb had to catch his plane and had to leave. That day, I emailed Pedro that I was very disappointed, and the level of deception was now UNACCEPTABLE.
As of this letter 10/5/2021, I have not had a response from my case # complaint to Customer Service, or Victoria or Pedro. Nothing. I expect to be reimbursed for these charges and would you please look at video/audio of this transaction. This was truly deceptive and dishonorable.
We rented a car fromDollar/Thriftywe picked it up on 7/31/21. We had to wait 2 1/2 hrs in line. We picked it up and discovered it is infested with bugs.. We get in it and we are immediately covered bugs crawling all over us. I have called several times and they want us to drive it to a office and they want us to wash it and then get reimbursed. The bugs are inside the car. Not outside. This is the worst experience I have ever had. I want another car and I want reimbursed for the 1-2 days I have spent trying to take care of this.
I rented a car from Dollar and returned it with a full tank of gas. When I checked my receipt, Dollar had charged me for a full tank of gas even though I returned the car with a full. What a rip off! They wanted me to produce a receipt for gas or a credit card statement, how could I have anticipated that Dollar would have made such a request. The ordinary person does not request a receipt when they purchase gas with cash and Dollar knows that. When I asked Dollar to tell me how much gas they put in the car to fill up the tank, they said they couldn't and wouldn't produce that information. Again, what kind of a fuel charge scam is Dollar running.
Disgusted
I had a reservation for a rental at Atlanta Hartsfeild Airport. The line to pick up the car was extremely long. It took about an hour or so to get the car. Then later that day it started to rain. And the car leaked water inside of the vehicle. If you know anything about Atlanta then you know it rains a lot without warning. Needless to say I got really wet. The brakes also started to grind. I called the roadside service number provided to me. Which was a total waste of time. I tried several times. Was hung up on after I explained the situation, every time. So o took a chance and drove the car back to the airport. When I tried exchanging the car. The line was 3x's longer than before. So I decided not to get another car from Dollar. Totally ruined my trip. I would like to be compensated for my troubles as well as money spent on a severance that wasn't provided at all.
Thanks
LDS
I rent from dollars rental in Atlanta ga airport and I had bring the car back on 4/11/21 they lie saying I bring the car back on 4/28/21 I went up there 2 times the manager say he was going to look at the video but he never did and now they got my bank to a -4900 and something dollars because they lying say I had the car tell 4/28/21 when I been bring the car back on 4/11/21 if this case don't get solve I'm going to have to do a lawsuit on dollars rental and I never got my deposit back
I'm a dollar express renter in Baltimore Md Bwi airport they say you get a point for every dollar spent a lie first time renting I spent 2250 and only got 1664 points I reserved a 7 passenger
And got an upgrade charge but no upgrade and I can't believe they say you get a 10 percent discount and only gave me a discount of 110 dollars after my total was 2250 then not to mention I can't use my points on the type of vehicle I paid for to acquire said points I can only use them for a lower class vehicle which makes no sense why ask for my preference on the dollar express membership form if I wouldn't pay for that class of vehicle I don't want it for free either and bwi doesn't have a express window which it clearly says that being a express member that's a perk and bwi is a major airport location so I think this is clear false advertisement I'm contacting a lawyer for false advertising and its the black short heavy set manager a female she is very difficult hateful and discriminatory against other black women
I made a reservation for March 15 2021 for a mid size vehicle. I received a email confirming I would pay 380.XX. I paid $224.XX upfront and the remaining 155.XX would be paid once I picked up the vehicle. I go to pick up the vehicle on March 15, 2021, the young lady at the counter tells me that they have no mid size vehicles, so she offered a full sized vehicle due to my inconvenience. I signed the paperwork and went about my day. When the charges come through I was charged 519.09. They charged $83 a day instead of $53 for a full size vehicle. I called customer service to fix the billing error and they told me I signed the receipt and because of a system restraint to refund me my money that I would be unable to give me refund. I asked the rep if they considered it morally and ethically okay to perform the bait and switch, the rep says "yes". I was told no one in the company to include their CEO Peter Stone could help me. This company provides terrible customer service and is looking for a law suit in the future. I still have not received my money from a company whose business practices include the bait and switch.
I got screwed by Dollar rental car at the Phoenix Sky Harbor Airport. I purchased my rental on Expedia and paid for it there. However when I picked up the car the lady said she needed a credit car on file in case of damages (fine whatever). I returned my car and got a receipt 569.07. They charged me for extra insurance that I didn't ask for plus roadside service I didn't ask for and a whole bunch of other things I didn't ask for or even know they were charging me! I called to see if they could dispute any of the charges and they said you signed the agreement ( I guess you live and you learn to make sure what you are signing to). Well, well let me tell you something they never once asked me or told me about any of these charges. This company is a joke! What a bunch of con artists!
Well its truly interesting how people do not flinch when it comes to posting bad comments about dollar thrifty. Its surprising take renting a car lightly and that the responsibilities that you are assuming are not covering the special deal you are getting per day but the FULL value of the vehicle that you are renting. Most people live with the mondset of "i have full coverage my insurance will cover me fully" .Unfortunately , it doesnt work like that they are also in the business to make money and will do whatever is necessary to recoup any expenses and will most likely rejectpaying for any loss to the revenue of the car rental company and so on. Truly, anytime you borrow something from anyone it becomes a liability to you . You are Responsible for that object and will have to replace , fix and or repair it . Do keep that in your mind .
I recently (02/04/2013 - 02/11/2013) rented a full size vehicle at your Orlando International Airport location. I made the reservation through your web site well over a month in advance. I have rented from Dollar in the past and have always been more than satisfied with the company. However, this time I have one concern.
I always returned the vehicle with a full tank of gas, opting not to prepay for a full tank. This time, however, I did elect the prepay option because the price per gallon quoted was very reasonable ($3.56/gal).
After picking up the vehicle and driving to my destination, I looked at my receipt and noticed some differences between it and my initial reservation - differences other than the additional charge for the gas.
First, the concession fee recovery charge increased from $12.28 to $19.04 - an increase of $6.76. That is equal to 10% of the amount I prepaid for gas ($67.64 for 19 gallons). That's an extra 35.6 cents per gallon!
Second, the state tax increased from $10.64 to $15.48 - and increase of $4.84. That represents a 6.5 % tax on the gas plus a 6.5% tax on the additional concession fee - (.065 x $67.64 + .065 x $6.76) That adds another 25.6 cents per gallon, increasing the price to $4.17 per gallon!
At no time during my interaction with your representative in Orlando was I told that additional charges would be added because of prepaying for gas. I hope that was an oversight on the part of your agent, otherwise it was an intentionally deceptive omission. Dollar should tell their customers in Orlando that after they agree to pay $3.56 per gallon, they will also incur more that 16.5% in additional fees and taxes!
When I returned the vehicle, I spoke to the manager at the Orlando International Airport, a Mr. John Huber, and related to him what I described above. He understood my concerns and explained that any charges incurred at the airport are subject to the additional fees and taxes and that it should have been explained to me when I picked up the car and opted to prepay for the gas. He apologized for the oversight and graciously credited my Visa card.
Before speaking to Mr. Huber, my intent was to inform you that I would not be renting from Dollar in the future - not because my bill was a paltry $11.60 higher, but because Dollar was not up front with the disclosure of additional fees and taxes. Mr. Huber did the right thing to keep a satisfied customer. I trust Dollar will do the right thing and make sure that all hidden costs are properly disclosed at the time of rental.
I went with Dollar because it was the cheapest (booked along with my flight to Miami), even though the reviews were the worst. However, our experience with Dollar was fine. Everyone else who was "forced" into paying for items they didn't want - insurance, toll fare, etc. - should have just said "No" instead of "paying to get out of there quickly" and then trying to get reimbursed later. The agent was polite, recommended the SunPass toll sticker, and didn't make a fuss when we refused. The process of getting the car and taking it back went extremely smoothly. I would use Dollar again.
I did have wonderfull experience renting last two times in Tampa Florida,her name is Emil Ottis --- she went out of her way to help,to get me a car,that I could drive,and her friendly smile made up for all of the negative feelings I had trying to get help from other employees.My name is Anna Truesdell,and I do rent a cars at least twice a month.
Being in the travel industry (not car rental), I see many sides to the negative comments. I have always had good experiences with Dollar. recently when i was in Northern CA, I was hit by a drunk driver, and a Dollar rep brought me a car, and he waited for the tow truck to pick up the damaged car - i was in a hurry to get to a very important meeting and could not wait for the to truck to arrive with the new car. AWESOME service from Sacramento Airport staff !
We are proud to recognize the companies providing the best customer service each year within their industry.
Locate the Dollar Rent A Car corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.
Find Dollar Rent A Car hours of operation for locations near you!. You can also find Dollar Rent A Car location phone numbers, driving directions and maps.
Get immediate support for your Dollar Rent A Car questions from HelpOwl.com.
View thousands of Dollar Rent A Car user reviews and customer ratings available at ReviewOwl.com.
