This Could Happen To You: My Experience with Dollar Rental Car

As a consumer investigator, I’ve encountered countless stories of frustration and poor service, but a recent personal experience with Dollar Rental Car took things to a whole new level. If you’ve ever felt the sting of bait-and-switch tactics or relentless upselling, you’re not alone. Here’s what happened to me—and why it’s a story worth sharing.

The Booking Process: Smooth Start, False Promises

A few weeks ago, I reserved a rental car with Dollar Rental Car for a trip to Durham to attend a wedding. The process seemed seamless. Dollar sent multiple emails confirming my reservation, assuring me that my chosen car would be ready and waiting.

Their email even promised a convenient check-in process: complete the paperwork online and head straight to my car. Sounds like a dream, right? Spoiler alert—it wasn’t.

The Pickup: A Comedy of Errors

When I arrived in Durham, I followed Dollar’s instructions to take the shuttle to their lot. Confidently, I attempted to finalize my paperwork online as promised. After about 10 minutes, the website informed me that the car I had reserved—confirmed several times over—was no longer available. Cue the Seinfeld theme music.

The Upsell Gauntlet

Faced with no other choice, I approached the counter, hoping to resolve the situation quickly. Instead, I was met with a series of upsell attempts:

1. Trade-Up Offers:
   • For $11 more per day, I could upgrade to a midsize car.
   • For $22 more per day, an SUV could be mine.

No thanks. I declined these options and asked for the car I had originally reserved.

2. The Electric Car Surprise:
   The representative informed me they would be putting me in an electric vehicle (EV). Fine, I thought—until I learned that the EV wasn’t fully charged. When I asked where I could charge it, I was told that finding a charging station was my responsibility. If I returned the car with less than half a charge, I’d face an additional $32 fee.

Feeling like I was part of a poorly scripted play, I asked to switch to a gasoline-powered car. Their response? Sure, but that will be another $32.

The Insurance Pitch

By this point, I wasn’t surprised when the inevitable insurance question came up. The representative asked if I wanted Dollar’s premium coverage or the standard. Knowing that my personal insurance policy already covered rental cars, I declined both.

This constant upselling felt relentless. While I understand the rental car industry has faced challenges in recent years, treating customers with these bait-and-switch tactics is unacceptable.

The Final Frustration: Customer Service Black Hole

Determined to give Dollar the benefit of the doubt, I decided to reach out for their side of the story. I visited their website and clicked on the Customer Assistance” link. The result? A message reading, This site cannot be reached. It was the perfect capstone to an already frustrating experience.

What Can We Learn from This?

Unfortunately, my experience with Dollar Rental Car isn’t unique. The rental car industry has become notorious for upselling tactics, unexpected fees, and poor customer service. Here are some key takeaways for anyone renting a car:

1. Know What You’re Paying For:
   Read the fine print before making a reservation. Be clear on what’s included in the base price and what’s considered an extra.
2. Be Prepared to Say No:
   Rental car companies often push optional upgrades and services. Stick to your budget and decline anything you don’t need.
3. Check Your Insurance Coverage:
   Before renting a car, confirm whether your personal auto insurance or credit card offers rental car coverage. This can save you from purchasing unnecessary insurance.
4. Advocate for Yourself:
   If the car you reserved isn’t available, insist on a suitable replacement at no extra charge. You shouldn’t have to pay more for the company’s inability to honor a reservation.
5. Document Everything:
   Keep records of emails, receipts, and interactions with customer service. This information can be valuable if you need to dispute charges later.

A Call for Accountability

As a consumer investigator, I’ve seen the importance of holding companies accountable. Rental car companies like Dollar—and their parent company, Hertz—should focus on building trust with their customers rather than exploiting them through upselling and hidden fees. If companies truly want to recover from the challenges they’ve faced, transparency and customer satisfaction need to take precedence over short-term profits.

Your Turn: Share Your Story

By shedding light on these practices, we can work together to encourage better standards and protect future consumers from the same pitfalls. Together, we can demand the service and integrity we deserve.

Watch the video!