Dollar Rent A Car

First, I reserved a "managers special" vehicle which states online "Intermediate or larger vehicle guaranteed" (screen shot attached) When I got to the airport I was told I could only get a compact car and that I had to pay a $40 upgrade. I was driving from Denver to New York so I could not use a compact. After arguing with the agent for over a half hour, I agreed to pay the $40 per day. I reserved the car from July 14 to July 26. Since I knew there was a possibility that I would return the car early and to a different location, before picking up the car I called to see what the charges would be to return it early. I was told there would be no extra charge and that my rate would be prorated for the number of days I used the car. This is in line with my experience with other car rental agencies so I did not question this response. When I returned the vehicle early on July 17, I was charged a daily rate of $347, not the daily rate of $99 that I agreed to in my contract. A rental for 3 days cost $1,334.58! The contract states "rental rate subject to increase if you return the car more than 24 hours before the scheduled return date". This increase was more than 3 times the regular rate and nowhere in the contract is increased rate published. I did not agree to this rate in the contract and nowhere is this rate published or advertised. When I called to protest, I was told that I needed to speak to an agent at the Denver airport in Denver. I was given a phone number to call the Denver airport that goes directly to the call center. The call center told me that I needed to speak with someone at the airport and they gave me the same number! Then I was told that since the location is in an airport, the phone is not manned by a person at the airport and is only manned by the call center. So there is actually no way to speak to a person at the Denver airport unless I physically go back to Denver. I am in New York. I called back and they told me that I could speak to the agent in New York when I returned the car. The agent in New York told me they could not help me and that I needed to speak with an agent in Denver! I sent a complain in writing to Dollar rental car and they said they would respnd within 72 hours but they did not respond at all.

As a result, Dollar car rental:

1. Falsely advertising the “managers special” as an intermediate car or larger

2. Does not train or give agents the correct information on terms of the contract (told me there would be no extra fees and that my rate would simply be prorated.

3. Increased my daily rate by 3.5X the stated rate in the contract without disclosing this rate.

4. Does not provide any way to contact them in the case of a grievance yet they tell you that the only way to get the fees reduced is by contacting them.

I am due a refund of approximately $1,000. My agreed upon rate of $99 per day for 3 days.

I reserved a compact car for 6 days (2/25/20 through 3/1/20). This was for 174.24. When I arrived, they said the forecast called for Snow and that I should upgrade to a small SUV. I did this. The reviewed the charge with me and it showed a total of 544.23. I asked if this was additional or the total charge and was told that was the total charge. I thought that was a bit much but signed the paperwork. When I got home and reviewed my credit card charges I saw that they billed me for an additional 544.23. So I paid 718.47 to rent a Jeep compass for 6 days. I went to the web site this morning to check on the pricing for renting a Jeep Compass for 6 days and it says the approximate total would be 359.25. I called the customer support line and they refused to do anything stating that I signed the paperwork.
I will never do business with Dollar Rental again.
The purpose of my travel to Denver was that my younger brother passed away late Sunday night (2/23/20). I was tired and distraught and see what they did as a predatory and misleading practice. And found their customer service cold and impersonal. They clearly charged me 2 times what they had posted on their web site. I am beyond upset and will post this complaint where ever I can.