• On leaving the parking lot at LAX at approximately 730 pm on we were handed a further slip/second receipt recording the collection time as 1228 (ie lunchtime) and claiming to have amended the... On leaving the parking lot at LAX at approximately 730 pm on we were handed a further slip/second receipt recording the collection time as 1228 (ie lunchtime) and claiming to have amended the terms of the booking to require the payment of a further sum for an extra day's rental and various insurances if we return the car to Las Vegas at 6pm on September 12 (as booked). We only noticed once on the freeway. The car was collected after 716 pm (the time shown on the long receipt we were given at the counter). The second receipt given to us on leaving the parking lot states that we have accepted an amendment to the rental agreement with estimated additional charges of $289.13 but was signed by the dollar employee. We did not, nor were we even asked to, sign anything on leaving the parking lot. We have agreed additional charges of $152.48 for a sat nav only (extortionate by itself but we did agree) - this is the figure shown on the long receipt given at the counter. However, the confirmation screen was signed by the dollar employee. It is quite clear that this signature differs markedly from either my signature or that of the authorised driver (both of which are shown on the first receipt). We then visited the dollar office at San Diego To correct the 'error' (a cynic might question whether truly an error) but were told that it is impossible for them to correct the collection time and our ticket still states that the car must be returned by 1228 on the return date. I understand that a note should have been placed on the account but we were told that they was unable to change the pick up time to the correct time. In fact, they did issue another long receipt but that now also states the collection as 1228 and a drop off time as 1225. It seems obvious (as much of the system is automated) that when we arrive at Las Vegas at approximately 5pm on The return date, the system will record that the car was returned late and charge the additional fees for an extra day. on calling Dollar you realise that their customer service is simply non-existent. Nobody seems at all concerned that their employees forge signatures! I have now spent significant time in dealing with this, both in calling the customer services line and attending at the dollar office at San Diego, so far without any success, all due to the actions of a dollar employee. This has been a truly awful experience The lady on the customer services line actually said that the only way to sort this was to drive to the LAX office (a round trip of 6 hours from San Diego More generally, we had difficulties with an employee at Dollar LAX, called Amel (or similar) who was both rude and unwelcoming. After my flight , I felt, frankly, like I was being bullied. She insisted on trying to push unnecessary insurance despite her records showing that we were fully insured and being repeatedly told that no further insurance was required. She then insisted that we pre-pay for a full tank of fuel and return the car empty despite being repeatedly told both that we did not wish to do so and that are our reservation was expressly on the basis that the car returned with a full tank of fuel. She insisted that we were contractually obliged to return the car empty but refused to produce the contractual provisions she was referring to. Eventually, it was necessary to utilise data roaming (at significant cost) in order to prove to her that dollar were contractually obliged to honour the booking as described. I would like to make a formal complaint in respect of Amel regarding her poor customer service skills and attitude and the (at best) questionable insistence that we were contractually obliged to prepay fuel when this was clearly not the case. As I said above, this really has been a horrible experience from the beginning - I would be hugely grateful for your help in sorting this out More
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