CANCUN -- I was on a four day vacation with my wife for which I rented a car from the airport location. On the second day of my trip (Friday, August 16th), I had filled up the gas tank and on the way, I had a flat tire while driving from Cancun to Tulum, near Playa Del Carmen. I was waiting in the heavy rain for any passer-by to assist me in changing the tire as the airport location wasn't helpful at all in calling someone to help me out.
After an hour and a half of waiting, a cab driver finally agreed to change the tire for US $30. Then, I called the airport location again and was told to return the car at the Playa Del Carmen location in exchange for a new car. When I reached this location, I was told that there are NO new cars available and that they will need to fix this spare tire and so I need to wait.
From here on, our vacation plans went downhill. It took the staff at this location TWO hours to have an update for my car. After the long wait, I was told that the car couldn't be fixed and that they will NOW find me a new car. I thought this was ridiculous since they had firmly told me earlier that no new cars are available. So I was lied to and made to wait without any reason. This is UNACCEPTABLE and UNETHICAL. We were simply taken advantage of as tourists by this unprofessional, discourteous and useless staff.
As it was almost the end of the day approaching with your unplanned and unequipped staff trying to find us a car, we could not go to Tulum and had to turn back and drive to Cancun. The next day (Saturday), we decided to return the car to a nearby location to our hotel (Live Aqua). This location is next to Fiesta Americana and we were told about this location by the airport location staff when we were renting the car. We were told that we could return the car to this location in case we didn't need the car.
There comes our next shock, almost unbelievable for an established rental company such as Dollar. The one person sitting at this location heard our story and I told him that I want to return this car and should not be charged for the previous day as that was a waste just waiting on an unreliable staff to help me. This person simply told me he can do NOTHING. Not only could he do NOTHING, he said he doesn't have a way to reach his supervisor. He said his landline doesn't work and his cell phone doesn't have any balance.
Then as we were leaving, he tells us that he is talking to his supervisor via Yahoo messenger and the supervisor cannot do anything to help including waiving off a day's charge on the rental, or compensating us for the gas we filled or the $30 we gave to the cab driver to get the car fixed. So we wasting another couple hours with this lazy, half-asleep, so called Dollar-employee!
The next day as we went to the airport to fly back to USA, at the car rental office, I was given the same cold, unhelpful, useless attitude and was INSULTED by being asked by the staff manager “So if you don't want to pay one day's car rental, do you only want to pay a dollar?!” I was shocked at his guts talking to a customer in this tone. What an ill-mannered, uneducated staff!
He did not help out or understand our plight one bit. Instead of feeling bad for our ruined vacation, he talked to us in this airy and condescending tone. I have spent a good amount of money on my vacation and am not frugal in any way. I was asking for only what is fair and ethical, and what a company like Dollar is beholden to do for its customers. Instead, I had to deal with a bunch of morons who not only are pathetic at their jobs, but also lack basic common sense and ethics. I hope after reading this, you can better plan your car rentals and can actually enjoy your vacations.
PHOENIX, ARIZONA -- When it comes to renting from Dollar Rent A Car, take a pass and rent from another rental company. What a truly awful experience. My recent interaction with them at PHX Sky Harbor was THE worst rental experience of all time - and I rent a lot (both for business and personal use). The agent I dealt with was incredibly high pressured, distracted and unfocused (by other agent's issues), and potentially the most disingenuous rental agent I've met.
I was told Dollar Rent A Car vehicles do not carry insurance of any kind. Since Arizona isn't a "No Fault" insurance state, I found this hard to believe. The agent told me that if I got pulled over (for any driving infraction), I could be charged with not having valid insurance. I declined all the high pressure extra insurance and was on my way.
The first thing I did was check the glove box for registration and insurance documents. Sure enough the vehicle had an insurance card issued by Rental Car Finance Corp (Policy # **). So, not only was the rental agent a high pressured jerk, but he was also blatantly lying when he said the car had no insurance, whatsoever.
I completely understand that if I damage the car, or I'm in an accident, I'm on the hook for the repairs for the car. But to tell me that I'd be in violation of the law without their supplementary insurance is not only disingenuous, it's an outright lie. I find it hard to believe that the agent was working under the direction of the corporation. But, after reading all the other similar reviews, I'm guessing this is company policy.
Just so you're aware, Dollar Rent A Car is part of the Dollar Thrifty Automotive Group. And, clearly Dollar Thrifty Automotive Group has a customer relations problem. I've contacted them with my experience and I never received a reply. So, I'm making my experience public (which obviously isn't unique) and making it as widely known as possible.
SAN JOSE DEL CABO, BAJA, MEXICO -- Traveling with friends to Cabo San Lucas Mexico, we reserved 2 cars through Dollar Rent A Car at the airport in San Jose Del Cabo using United Airlines MileagePlus program. The rental price was estimated at $157.73 per week for each premium car. When we arrived, we discovered that we were not covered by our insurance in Mexico and the cost of each car with the recommended coverage was increased to the outrageous amount of $650! We should have walked (literally) away at this point but had planned to drive to La Paz as an important aspect of our trip.
We ended up with one Suburban to hold all eight of us at the slightly less outrageous cost of $796.84! We were then further raped by an inflated exchange rate used by the company resulting in the final insulting cost of $919.10 on my credit card statement when we arrived home. Our insurance had covered us on a previous trip to Mexico, so I had not checked with them before leaving on this vacation - my mistake.
Evidently many US insurance companies are no longer covering rentals in Mexico or insurance must be prearrangement including obtaining a specific VIN # for the rented vehicle. Dollar Rent A Car should provide NOTICEABLE warning to their customers that they may have to make special arrangements for insurance in other countries or pay outrageous prices.
I will certainly never rent a car in Mexico ever again but I will also never use Dollar Rent A Car as they clearly misrepresented the rental cost. I feel abused and it was a terrible beginning, paying almost 6 times what we had expected to rent a vehicle including 2 hours of miserable negotiations in the Dollar Rent A Car Office, at the beginning of an otherwise great vacation.
PUERTO VALLARTA, ALASKA -- I recently made a reservation for a compact car through Dollar in Puerto Vallarta for $84.06. The advertised price stated that the car would be rented in the airport. However, when we arrived in Puerto Vallarta, we were taken on a shuttle down a random Mexican backstreet to Dollar's rental center, well away from both the airport and any reasonable competition. There, after a long day of travel, with a tired baby and a sick mother, we were told that we needed to pay $42 per day for basic insurance. I explained to them that I had already made my reservation and agreed on a price, but they did not seem to care about our original agreement.
Since neither ** or ** could tolerate any more traveling in the heat, and the neighborhood did not feel safe enough to try to hail a cab, we were forced to pay the exorbitant rates - nine times the original price we were quoted. We were also told we would be given a free upgrade to a larger car, which we were instead later charged for. I have spent months traveling in Latin American countries, and have never been robbed so severely - to my surprise by a supposedly reputable American company.
PHOENIX, ARIZONA -- I ordered a car through Orbitz and purchased insurance. When I arrived at Dollar Rental Car, I had to wait 1/2 hour to be served. Then the representative charged me triple the price! I asked why, he said Orbitz was only charging to hold a spot. He also charged me for unnecessary insurance, even after I explained that I purchased insurance. After being there for 1 hour, I had to take the car to get to my appointments. My vacation consisted of me arguing on the phone with Dollar Rental Car every day and getting the run around! Don't deal with Dollar Rental Car or Orbitz!!!
SAN DIEGO, OREGON -- I have rented cars from Hertz, Enterprise and Dollar for local needs lasting a day or two and trips lasting 7 days or more. In each instance, hands down, Dollar outshines them all. Flying into a strange airport, not knowing where to go next... no problem. The driver was right there to help with luggage. Fast, friendly! And those long lines...? Hah, with Dollar, make sure you sign up for their express service. I was waved right on through past all those people, contract ready, car ready... it was amazing. Car rental heaven.
They just pointed to the area where the size of car I had reserved and said pick one out. Unfortunately I had back issues with that car, so I had to arrange for an exchange. And that experience was terrific as well. Everyone... and I do mean every person I talked to and dealt with in San Diego at the airport and LAX, were so helpful and polite. Until they give me a reason to do otherwise, I will never rent from anyone else again!
DENVER INTERNATIONAL AIRPORT, COLORADO -- We rented a mid-size SUV through Priceline.com for our trip to Denver. When we arrived at the rental car office we had to wait in line for 45 minutes before being served. When we finally got served we were pressured to get an SUV 4 wheel drive instead of our original reservation, at 3 times the original quoted price.
The agent told us that the mid-size SUV we reserved had no 4-wheel drive and that the police may not permit us to drive up to Breckenridge without a four-wheel drive in the mountain. Just before packing our gear in the car, we noticed that the car delivered just before ours, to another family, was a mid-size SUV 4-wheel drive exactly as we should have got.
I asked the driver how much he paid and when did he reserve and he paid $300 or $1,200 less despite booking online at the same time as us. Worse still, the attendant told us that over 3/4 of their fleet of mid-sized SUVs was 4-wheel drive. The staff does hard sell, trying to make you change your original reservation so they can actually make more money!!!! Never again.
CLEAVELAND, OHIO -- We had an unfortunate encounter with the folks at Dollar Rental Car near the Cleveland Airport. All went well until the part about toll expenses. They spent considerable time convincing the three parties renting from them that we needed the EZ pass because of the very expensive tolls we would pass through on the way to New York. We have no tolls in Utah so we had no other option but to believe them. After all we are standing there waiting to hit the road. But it turned out they were not mistaken, they outright lied about how much the tolls are.
Not only were we way overpaid on tolls, they actually manipulated us into thinking it was a great savings when it is just a moneymaking scheme of theirs. They are very dishonest at that location. Now the really great part - all calls to corporate resulted in being told that we signed a contract, so tough luck. I'm not kidding. The last girl said she was sorry but it was tough luck. Great customer service, NOT!! I will never rent from that company again. It's not just the dishonest employees, it's from the top down. Beware of them. Stay away from Dollar at all costs.
ORLANDO, OREGON -- Urgent!!! Read this before you rent from Dollar Car rentals….. Warning Don't!!! rent from this organization. I am still waiting for my $250 deposit to be refunded since the 7th of June. I have emailed more than 20 times, no reply! Handle this case as Urgent and very serious!!
"Firstly I gave all the info you are asking for three times with my last mails. I will forward these to you again. I give you the info again now next to your requests. This is fraud and I don't take this lightly!! I'm actually livid. I will advertise this to everyone. The deposit amount of 250 dollars should have been refunded the day we returned the car!!!! I want my money back within 2 days from now otherwise I'm going to open a case of fraud against Dollar car rental. I was warned by friends about USA car rentals and the deposit problem.
We also upgraded to a red Mustang convertible and had to pay more, here is what the statement on my side shows: 25-04-2013 Pre paid car rental Rental Cars.com Manchester R 1295.64 about 120 Dollars. 08-06-2013 upgrade + holding deposit of $250 DOLLAR RENT-A-CAR ORLANDO FL R 4115.34 about 410 dollars
Nothing has been returned as the deposit. The R 4115.38 included a $250 deposit and it has not come back.
Here is the link to our reservation conformation - **. It's the 1st of July today. I should have had my deposit amount back 23 days ago!!!!! I will not wait another week or two for your response!!! Advise what the delay and handicap is! This is pathetic, really."
RICHMOND, VIRGINIA -- I rented a minivan from Dollar for a 12 day family vacation. The counter service was fine, but that is pretty much where the good ended. The van they gave us was not as clean as I expected it should be. There were some interior stains and it was not vacuumed thoroughly. But I had 2 boys with me and was in a bit of a rush, so I overlooked it.
After driving on the highway a bit I was noticing the transmission not shifting smoothly and applying brakes at speeds over 40 mph would cause the front end to shimmy. By this time we were well under way and on a tight schedule, so I did not take it back to the rental location to request a better vehicle. Bad Move!
You see, when we finally had the time to inquire I was told the only way I could swap would be to return it to the franchise location where I rented it or to a corporate location. Big problem with this is we are several hundred miles from either and they are not anywhere close to our planned travel path.
There is no mechanism for Dollar corporate to use a different franchise for this type of swap. Even though, in my opinion, you know me the customer, this is a safety issue since failed brakes or transmission could leave my family in a dangerous or vulnerable position. But they could only help us if we were actually broken down, not otherwise, even though I feel we had credible cause for concern. Way to go Dollar. Nobody I know will ever use your inept service again.