1.9 HorribleOct 9 2021
Dollar Rental (Hertz owns Dollar) I must speak up about this since so many levels of safety and trust were broken. I am scared that another customer will possibly lose his or her life and their family’s life if improvement measures are not taken to make drastic improvements to Dollar’s 24-hr Roadside Assistance Call Center customer care response. In September I rented a Dollar car to go from Allentown, Pennsylvania to San Antonio, Texas which equals about 2,000 miles. First night of rest is scheduled in Knoxville, TN. I was given a Mitsubishi Outlander Sport these drive 2,000 miles. On day 1 in Virginia, the Mitsubishi started to choke and not run properly - service engine light constantly indicating a problem. I felt unsafe driving it on the highway for fear the engine would quit and possibly cause an accident. At different times, the car wouldn’t go faster than 40 mph. I pulled off the highway in Woodstock, VA to seek help from Dollar. I called your 24-hr Roadside Assistance at 1-800-235-9393 from the back of my rental contract. This phone number does not go directly to a customer service representative at Roadside Assistance. The woman who answered would not help me but would do nothing except transfer me to someone else. I was in the queue for well over 20 minutes with no one helping me. No one asked if I was ok, was there an accident or any reason that I might need assistance. I called numerous times trying to get a person to help me and I only received ‘not this department’, let me transfer you to someone who can help’, and one of your staff hung up on me when I was being assertive trying to get help. I called Hertz’s Roadside Assistance, too, (Hertz owns Dollar) at 1-800-654-5060. This number took me right back to the same person who answered the phone previously and she continued to pass me on to the Roadside Assistance department. After 1 hour, I tried AAA. Her first statement was, ‘are you ok, in a safe place’. I cried. Here I am traveling with trust in Dollar to reach my destination. I am barely 300 miles into my journey of 2,000 with a car that is not working, Dollar service reps not willing to step up and help me but rather just connect me to another department and pass the responsibility on to someone else. AAA’s representative discussed possible options and the lack of options. The best thing would be to get the Mitsubishi to a Dollar Rental for an exchange. The nearest Dollar was in Charlottesville-Albemarle Airport in Charlottesville, VA, 85 miles away. It was not on the route I was traveling and would take 2 extra hours to get there with a car that is not running well and the service light constantly blinking. What would you do? At arrive at the Charlottesville Airport and am told that Dollar does not operate out of this airport despite finding it on Google and AAA had matching information. This 1-day portion of my journey still has 400+ miles before I can put my head down to sleep. At the Dollar counter in the Knoxville Airport a sign read: ‘Be back in 20 minutes.’ I went to the next counter (HERTZ) and spoke to CHERYL. She helped me! She accepted the Mitusbishi and provided me with a Chevy Equinox. THANK YOU, CHERYL…you were the only one of all the staff that I spoke with that helped me!!! No one showed up at the Dollar counter during my visit with Cheryl. Dollar’s rental agreements state: We never forget whose dollar it is. Dollar’s Facebook pages advertise: Make family memories. Safely. Dollar failed on these mission statements to this customer. I could overlook some of these difficulties to sheer randomness. However, when I add up the different attempts that I tried to get YOU to help me with YOUR product, YOU FAILED repeatedly. You were quick to take my money provided nothing would go wrong. From my first call to Dollar to when I decided to drive to the nearest Dollar, I had spent 3 hours trying to get help from your Roadside Assistance department. If your incoming call volume is that high that I needed to wait 3 full hours and still not reach anyone…then DOLLAR needs to improve their services, increase staff and training so that your customers do not need to wait to get the help that you encourage customers to use, if needed. I never got through to Dollar 24-hr Roadside Assistance. It is nearly 30 days later and I am still trying to reach someone.
4.8 OkayAug 11 2020
Staff was friendly, quickThe car smelled like smoke, although it had only had10,000 miles it had a few dings. I paid extra to upgrade, also opted for the prepay gas option. It was deceiving. The advertisement said $2.49/gal for them to fill the car upon return but it was actually a flat fee of $40. I filled the car and it only cost $28.00.
9.6 ExcellentDec 17 2019
Helpful, friendly staffIt was really good
5.2 OkayNov 14 2019
I had requested full coverage insurance for this rental. The agent who issued the car to me never added that coverage. Unfortunately I was involved in an accident and I was told that I wasn’t covered.Having been listened to better at the time of pick up and to have been covered by the requested full coverage insurance.
5.6 OkayJul 6 2018
Frustrating experienceCar was perfectly clean, and had better features (forward automatic braking) than most rental cars.Car was reported as full but came with 3/4 of a tank, though they did reimburse my refueling. Impossible to add a second driver without both drivers going to the desk, which is much stricter than any other rental company I have experienced.
7.6 GoodMar 27 2018
No ride was provided to my home
2.0 MediocreFeb 4 2018
Poor customer serviceClean and goood quality carPoor customer service
8.0 ExcellentJan 2 2018
efficient serviceno one at the parking to collect vehicle
6.4 GoodMay 24 2017
Drop off was OK, but car not ready until 45 minutes after pick up time. And only one lady at the counter handling 3 different car rental companies. She was great, but overworked.
10.0 ExcellentMar 10 2017
ExcellentCooperative representative, ready good carNothing