This Business Is Not BBB Accredited

Dollar Rent-A-Car

Dollar Rent-A-Car

Dollar Rent-A-Car

51 years in business
Headquarters
5330 East 31st Street
CIMS 7080
Tulsa, OK 74135
BBB File Opened: 07/24/1992
Business Started: 01/01/1966
Business Started Locally: 01/01/1966
Contact Information
  • Principal: Mr. Gary Paxton, President
Business Category
  • Auto Renting & Leasing
Additional Information
  • After review of the complaints on file, BBB determined a pattern concerning charges for additional insurance existed. Of those complaints BBB found the following scenarios: 1. Consumers with their own insurance allege that when they decline the ...
  • After review of the complaints on file, BBB determined a pattern concerning charges for additional insurance existed. Of those complaints BBB found the following scenarios:

    1. Consumers with their own insurance allege that when they decline the optional insurance they are told by the attending Dollar Rent-A-Car agent that it does not cover damages and are then up-sold Dollar Rent-A-Car provided insurance. Consumers later confirm their own insurance would have been sufficient.
    2. Consumers allege they decline Dollar Rent-A-Car additional insurance coverage; yet it is added anyway on the final billing.
    3. Consumers allege upon check-out from Dollar Rent-A-Car they are rushed through the rental agreement screens without being given a chance to read them; or are not given an explanation of billing and told to "just sign". Consumers further allege this leads to Dollar Rent-A-Car additional insurance being added when consumers verbally stated they did not want nor need it.
    4. Consumers allege upon check-out Dollar Rent-A-Car representatives explain that the additional insurance is mandatory and must be purchased in order to drive away.

    On October 28, 2015, and November 10, 2015 BBB brought these concerns to the company's attention and asked the company to address the matter as well as provide steps it is actively taking or plan to incorporate in order to prevent future complaints concerning these issues.

    On November 19, 2015 the business responded by providing the following statement:

    "I just wanted to follow up on my email of November 17th. As I mentioned, we take all customer complaints seriously. We foster a culture of continuous improvement within our organization, and this ethos stretches across all our brands. We invest a lot in our training and coaching to ensure courteous and transparent transactions across all of our locations. This is extended to how we position and sell our products and services.

    It is never our intention to leave our customers feeling that they have no choice or option, whilst engaged in discussion around our products with any of our staff. We have a monthly feedback loop with each of our main 6 Regions across North America to review all customer contact on a by-location basis. Our policy is to ensure that our employees act ethically toward customers at all times; and we aim to continually improve customer service and thereby reduce customer questions, contacts and complaints that come directly to us or via any 3rd party.

    I have reviewed a sample of the complaints forwarded to the BBB relating to Dollar/Thrifty over the last 8 weeks. We are looking into each of these issues. Please bear in mind the important point, however, that Dollar Thrifty's track record with customers is very good: only a very small percent of customers (including customers who purchase optional products from us) raise complaints about their purchases and rental experiences. That said, we take your email very seriously and we wish to consider any necessary steps to ensure that we regain our previous standing with you and to fairly reflect the excellent service and rental experiences that we provide our customers.

    To that end, this morning I had a call with our Operations to renew and heighten our focus in this area. We will refresh our action plans to ensure that local and specific actions taken are tailored to the content of what customers perceive."


    BBB will continue to closely monitor future complaints of this nature as well as work with the company in efforts to eliminate this concern.
  • The company states that it offers Car Rental. (Dollar operates 1600 world-wide locations.).
  • The customer experience and complaint history in this report is reflective of worldwide operations. The BBB of Eastern Oklahoma serves all consumers world wide in relation to Dollar Rent-a-Car.

Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
Number of Employees: 
822

A+

BBB Reason for Ratings

BBB rating is based on 13 factors: Get the details about the factors considered.


Licensing information is provided in the BBB Business Profiles to inform the public about industries that may require professional licensing, bonding, or registration. Better Business Bureau encourages you to check with the appropriate agency to be certain any requirements are currently being met.

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to substantiate their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

BBB reports on known significant government actions involving the business's marketplace conduct.

BBB reports on a company that is out of business for three years from the date the company closes its doors or ceases to do business.

BBB reports on unauthorized use of the Better Business Bureau's name and/or logo for as long as the business continues to use it in any advertising, or for one year after the business ceases any repeated unauthorized uses.

BBB reports on a business’s bankruptcy as long as the business remains in bankruptcy.

BBB reports when mail sent to the business was returned by the Postal Service.

Dollar Rent-A-Car

THIS BUSINESS IS NOT BBB ACCREDITED

Dollar Rent-A-Car

Customer Review Rating:

Positive
0%
Neutral
4%
Negative
96%

Composite Score:

0 3