The below is what I sent to Dollar customer services, to date. No response! Below is a copy of my comments message posted via your website (https://www.dollar.com/Help/CustomerAssistance.aspx) on 28th November 2015. I can only assume that it has been lost somewhere as I have had no reply from yourselves. I would request that you read and respond to my comments. 09/12/15 On 31st October 2015 I collected a rental car from Las Vegas, the rental having been made through Auto Europe DOLLAR reservation number . On returning the vehicle I noted that I had been charged $227.72, when I queried this I was told that part of it was as I had agreed to take out premium service @ $7.99 per day! I dispute this. When I was talking to the customer service agent I queried pre paying for a tank of fuel and bringing the vehicle back empty, he said that he could arrange this. I was also offered premium assistance, I was told the advantages were “Roadside assistance should I run out of fuel” & “Roadside assistance should I suffer a flat tyre” I told the agent that as long as the vehicle had a fuel gauge I wouldn’t run out of fuel and that I was happy to change a wheel should I be unfortunate enough to suffer a flat tyre. I again said the only extra that I wanted was to pre pay for a tank of fuel. I assumed that he understood what I was saying. I was given a printed seven page receipt with ***INCOMPLETE RR*** on the top. This showed that I accepted the premium assistance, I said that I only wanted the pre pay fuel and assumed that as this was marked ***INCOMPLETE RR*** that was all I was getting. It was only when getting the ticket at the end that I a gain saw the premium charge had been applied and found the separate printed single sheet in DOLLAR.COM folder. This stated that I had accepted Prem Road Serv @ $7.99 per day, total $149.82 I discussed with the agent several times that I required nothing other than to pre pay the tank of fuel and we even had a laugh and joke about having to put an $5 of fuel in at the last moment to avoid running out of gas. As I told him several times of my wishes and even explained why I did not want Prem Road Serv I am totally bewildered by why he applied this extra charge. Not only did I not ask or require it I specifically stated that I did not want it. In the circumstances I would request that I am refunded $143.82 for services that I verbally declined several times. Regards

I booked my rental online for $177. I arrived in Denver CO and the woman at the counter spoke incredibly poor English. I declined all insurance and additional options and she told me to sign. That was about the only thing I understood from her. When we returned the car, I requested a refund for the Loss Damage Waiver ($113.96) at the counter and the woman told me there was nothing she could do. When I said the person spoke poor English, she actually said to me that “At that time you should have said (she threw her hands in the air) “Wait, I’m not comfortable with this” and asked to speak with someone else”. I’ve never had a customer service person tell me what I should have done. I called one of the customer service lines on Sunday and they lethargically transferred me around and told me I needed to try a different number tomorrow. When I finally reached someone at this new number, the woman repeated herself no fewer than 5 times and said “You signed the agreement, there is nothing I can do”. I asked to speak to a manager and she said there was nowhere to escalate the call. What an absolute scam. I have been

Scam!!!!!!!
Liahona Management
4141 North Frey #114
Houston, Texas 77022

I felt something was wrong when my daughter, who has no managerial experience at all, and went in for a receptionist position, was called back for a management position by Jasmin.

Also, the location of the building, next to and adult shop, made me feel funny.

People are burning gas, wasting time, thinking they’ve finally got a job, it’s very DISCOURAGING.

- So I made a rental car reservation for my trip in Detroit through Dollar rental a while back. They accepted my Visa Debit card as payment. Apparently, they changed their policy, and are now no longer accept these cards, which means without a major credit card I can’t pickup the car. So I call to cancel the booking, and they charged me 55 dollar admin fee! Are you f$&king kidding me? Is this even legal??? Merry Christmas you aholes!

It$ no I$a…@nd maybe it i$ $omething po$itive th@t comes out of all this, I me@n think about it, they @re still running @nd expanding…

pretty much the same as all the other complaints. Dollar rental is a shame and their business practices are deceptive. They trick you into getting the car insurance even when you think you’ve declined it. I have never encountered such a deceptive method of business from a name brand company. Will never rent through dollar again

Same awful experience at the Thrifty in Phoenix! Verbally declined the LDW, was handed paperwork in the pamphlet/folder they give you and was charged for it anyways! My rental ended up being $400 more than I was told when I picked up my vehicle! I went to the counter and the SAME guy told me he wouldn’t have put it on there if I didn’t ask for it! No resolution from contacting Thrifty either. I had friend traveling through Phoenix and they had the same issue with Dollar. So frustrating. Trying to get it resolved through my credit card company.

Got a car in San Juan, PR. I was charged extra for “TRPP” and “ERA”. I was not asked about these charges but reading the fine print they seem to be optional. The bill is 30% higher than I was quoted on Orbitz. There are a number of other fees not disclosed to Orbitz.

A car rental company debited over $5000 from my bank account for a month-long SUV rental for which I declined insurance and should have only cost me $1800. Furthermore I was harassed 3/4 of the way through the month and lost use of the vehicle as result. Where can I find an advocate? I’m disabled and feel taken advantage of.

- I was at Tampa Bay Airport 11/4/2015 and declined the extra insurance coverage. I had confirmed with my own insurance that I was covered by my own policy, and my credit card also covers this. When I called Dollar Rental customer service they said I had to pay this charge since I signed for it. I told them this was an error on their part since I verbally declined this coverage (my wife is a witness) but they refused to remove the charges saying I had used the coverage. They self insure their vehicles and don’t have to pay any insurance company for this coverage so this is a complete scam. Most companies would rectify an error like this, and attempt to give some customer satisfaction. I mentioned to them about a class action suit going on about this problem and would like to settle this matter between us. They got defensive and rude to me and hung up on me after saying ” have a nice day, Sir!” After numerous aggravating calls to Dollar appealing for help, they still refused to remove this charge. I put this charge into dispute with my credit card company but they cant help since they said I signed for the coverage. I went to Florida for a beautiful wedding on the beach, and they ruined the memory of this event. The charges are not that much, $196.82 and others have been taken for much more, especially the elderly and foreigners, according to information in a class action suit, but I have been scammed and cant seem to do anything about it. I hope you can do something about this. thanks for any help you can provide in this matter

– I sent the following letter to the BBB in reference to Dollar: Dear Better Business Bureau of Orlando, I would like to share a letter that I sent to Southwest Airlines and Dollar Rent-A-Car. My primary ‘beef’ is with Dollar; Southwest is only included because I was referred to Dollar via the Southwest website. I would also like to mention that I have contacted Dollar customer service twice since January 2, and – as of this writing – have not received a response. The bottom line of this complaint is that Dollar is not truthful about rental estimates and their customer service is horrible; the absolute worst that I have ever encountered in a Western, industrialized nation. Thanks! Dale Givens Dear Southwest, My wife and I travel Southwest whenever possible and have been, generally, happy with the experience. We flew to Orlando from Minneapolis last week and, as usual, we were happy (as was reflected in the survey, afterwards). In the past, I booked my rental cars directly through the rental companies. This past trip, though, I booked via the Southwest site when I booked our tickets. I was not happy with that experience at all and sent the, below, letter to Dollar Rent-a-car. Clearly, I will never book a car via your site again but thought that I should share with you, as I plan to share with the Better Business Bureau of Orlando as well as the agencies mentioned in the letter. I am happy to share copies of all documentation if anyone is interested. Thanks! Dale Dollar, I have two complaints. First, I have never, ever encountered a more rude agent as the women that generated this rental agreement. I actually started to stop the transaction and go to another company. Her facial expressions, over-enunciation and general body language reflected that she had no interest in serving me at all. Until I retired recently, I traveled several times a year for work and this is the first experience so horrible that I had trouble sleeping. Second, I am VERY upset over the price. The base price on the car reservation document was $355.00 and the ‘Cost and Payment Summary’ from the reservation stated that the total would be $451.06. Instead, I was charged $625.19! Really? We were given a Chevy Spark! It is barely big enough for our luggage. We usually use Enterprise and I have never been gouged like this before. The only ‘extra’ that I willingly accepted was the Toll Pass for $52.45; According to the agent, the remainder (i.e. LIS and Uninsured Motorist) were required. Again, to expect a total bill of $451.06 and be charged $625.19 is unacceptable. It goes without saying that I will never use Dollar again, but would like you to know that I am sharing this experience with the Federal Trade Commission (I don’t think “bait-and-switch” is legal”), my Senator and AARP (not nice to screw old folks…). Sincerely, Dale

Hi, I can hear horrible stories about thrifty. It happened to me too they charged me over $470 for insurances I never accepted . This is ridiculous because my booking cost was not even twice the price of the insurances.

In the 7th To October I rented a car from Thrifty EWR after order an online reservation through CarRentals.com, I was asked to pay 368.30$ for the car renting and agreed to add 69.95$ for LIS insurance. According to the contract which provided and I signed for it includes all additional charges, fees, taxes and the one way extra charge. After the representative explained that “Estimated charge” means without expected Toll roads, fines, and fuel charges and if I return the car not as I got it, I signed the contract. When I returned the Car at the 12 to October I was amazed to find out that my Credit card 9795 was charged 787.67$ without my approval or knowledge. Thrifty company decided it is totally cool to change the rental rate from the 150$ written in the contract to 531.02$ just like that without any notice and without mention such additional cost in the contract. I tried to contact the company, sending through her website complain form and receive no comment till now. Thrifty overcharged my credit card 349.42$.

The same thing just happened to us with Dollar Car Rental. We clearly declined the insurance coverage, because our insurance covered us and we were charged 256.00 for insurance they added on. Our rental car was twice as much as quoted and the customer service was horrible! Would not refund us and told us that we had agreed to the charges. They are deceptive and misleading. A fraudulent company that should be out of business.

Picked up the car at Dollar LAX with my boyfriend after I had been traveling for the past 24 hours. The agent lied directly to our face and told us that “premium road service is included for free”. I thought this was odd but I had a third party rental agreement that included a number of extras. He also directly lied to us about how the fuel purchase option worked (he said we would only have to pay for the fuel we used on return, but they charge you for the full tank regardless of fill level) so that we would accept. We were then told to sign a screen to “put a security hold” on our credit card. The screen was just a signature box and contained no information whatsoever about the charges. Only after this, which was apparently us signing off on a rental agreement, did he hand us the rental contract papers, where it claimed we accepted the premium road service. He expertly obscured the estimate of charges document and somehow got our signature on it. This guy is a professional swindler and I don’t even know after the fact how he pulled this off, because we never would have signed this if we could have seen this charge estimate and it saying that we accepted to pay for premium road service. I’m from the US and I should have known better, but after living outside the US for many years, I forgot how you always need to be hyper-alert for scams from lowlife companies like this. Consumer protections in place in the EU would not allow a company like this to exist for long.

We were overcharged on our rental car, for insurance we were clear to verbally decline. Our personal insurance covers rental cars. We were quoted $383.14 for our rental car. The representative who helped us at the pickup counter said that the hold she was putting on our card would be for more than the total rental amount. When we dropped off the car on Sunday, we noticed the charge on the bill for additional coverage and tried to have it removed but because it was Sunday, they said they couldn’t help us at the counter and we would have to call customer service on Monday. The customer service rep on the phone said that they can’t remove the charge. In the end, we will have to pay almost twice what we were quoted because of their mistake, $644.81. It is a very dishonest company that seems to regularly scam people. They should not be allowed to get away with it

I agree. We have all had similar experiences. I don’t think they are trained to do this but it is a way to scam the customer without our knowledge and until it’s too late. Their Customer Service Corporate office is a joke. I tried turning them into the local better business bureau and had no luck there either.

I just rented a car in Miami airport for 4 weeks, knowing that almost the whole of Florida’s freeways are full of cashless tolls and the scammy express lanes I opted to use my Sunpass but the guy at front desk suggested to use PlatePass and we did so, as there was a risk to be charged twice.

For my surprise, Dollar change me for each of the toll an admin fee of $15, what a scam ! I have now to dispute this an spend my time arguing this unethical practices.

I have been renting cars for both vacation and business for over 20 years, and have been fairly faithful to Enterprise and Avis even though their prices are significantly higher. Due to a rare event I was unable to obtain the vehicle size needed from anyone but Dollar -AKA Thrifty. Basing my previous experience on the aforementioned, I did not review Dollar ahead of time…what a bad mistake! I reserved my car online at Dollars own web site two weeks ahead of time and was quoted a final price as well as a Toyota Rav 4 or similar mid size SUV. Three days before picking up the car I called Dollar to confirm my reservation and asked if they were 100% certain I would be able to obtain a mid size SUV. She stated that if I gave her a $100.00 deposit right then over the phone she would promise I would have no issues. I agreed. Upon arriving at the airport to pick up the car I was informed on the spot that no mid size SUV’s were available and i would be gettin g a compact size. I asked if the price I was quoted would reflect this, and was told the price would not change and I would have to pay the higher original price for the much smaller car. Due strictly to time restraint, I had no choice but to agree. I was then told I need an additional $100.00 deposit on top of the first $100.00..which I again agreed. I have full coverage insurance and they called my insurance company to verify this. I then denied each and every up-sale option presented, and was then told the final price would be 4 times higher than what I was quoted online even after the forced downgrade. If this were not enough, a couple was at the clerk next to me asking why they were charged for every option they denied when dropping of the car.I have rented cars at least 30 times and have never ever seen anything like this. With no shame at all, they not only lied directly to me over and over, but then proceeded to scam me well above and beyond the most extravagant imag ination. If you rent a vehicle from Hertz/Dollar/Thrifty you will certainly regret every aspect. After checking the BBB, it turns out they literally have thousands of unsettled cases both in and out of court. Several class action law suites have been filed over the last decade for unauthorized credit card charges months after cars were returned in the same condition with full tanks of gas. The scariest part of these peoples tactics is that they will not stay out of your bank account once they have your card number. I saw dozens of cases where cards were charged upwards of 8 separate times even after all dues were paid. Deposits are hardly ever returned, and in the rare event they are, it’s a small portion of the original deposit.

I booked a Dollar Rental mini van via Travelocity for $220 last week for my Orlando, Florida trip. I handed the agent a copy of my Travelocity Booking. The agent tossed the Travelocity agreement aside and my three day rental rocketed to over $700. I was in a hurry to make my next connection and had my fragile legally blind sister with me, so I took their ridiculous arrangement and hurried off. I’ll definitely never deal with Dollar again. I have also quizzed Travelocity as to why Dollar had totally ignored their agreement. Dollar Rental needs punished!!!!!!