Dollar Car Rental - Los Angeles International Airport - LAX - California - USA
Verified Renter reviews ®
Terrible pickup experience
On arriving at the Dollar (after a half-hour wait for a shuttle) at LAX, the line to pick up a car snaked through the store. We had pre-booked but still had a 30-40 minute wait. Once we were checked in, we were told "You can take any mid-size or full-size car... but there aren't any." The cleaning crew was so understaffed that there were groups of people -- 15-20 total-- throughout the parking lot waiting for cars and jumping into them the moment they left the car wash. We had another half-hour wait in the parking lot for a car to be available.
Before we got our car, a staff member in the parking lot checked our paperwork and said "this isn't correct. You have to start over." Every person around us was told our paperwork that'd just been printed inside was "incomplete" and had to be redone.
I have zero complaints about my car, the price I paid, or the incredibly efficient drop-off, but my pickup experience was so awful that I'll never use Dollar again.
Shuttle bus at LAX a joke.
Arrived at LAX from Australia at 8am on a Wednesday made our way to the Shuttle bus area, we watched every other hire car company bus drive past 5 times then after 35min the dollar bus finally arrived. I had booked online and was expecting a mid size SUV but when we got the car it was a small size Chevy SUV that had no power at all. It did the trip to San Fran ok but wasn't the best for passing. The drop off at San Fran airport was simple with a rail link to the terminal.
Don't rent from here
First off it took 45 mins for the shuttle bus to show up and this was at 9 in the morning. Once the bus arrived there was so many people waiting that the bus was packed. Once we arrived at the office and got in line that was another 30 min wait with only 3 people in front of us there was a total of 8 people working 2 people working together on one persons rental and two others working with two other rentals and the rest of the people were walking around behind the counter doing nothing after we got all done at the counter and went and picked our car it took another 10 mins to get out of the lot because the guards checks tour license and paperwork. Left the lot and got on I5 that when we noticed the car with 5000 miles on it seemed more like 5000000 miles. It had an exhaust leak no power shook really bad and the cooling fan constantly cycled on and off trying to get the car to cool off and then the coolant light came on. When I got to Anaheim and let them know I didn't feel safe driving the car back to lax they told me to bring it to Orange airport because it was closer to exchange it. Upon discussion with my wife we decided the shuttle was unreliable and the neighborhood the rental center is in is something we don't want to chance at 3 in the morning when returning the car. So again I called and told them I didn't want to exchange I was told I could return it to orange county airport which I did but then they charged me $18 and 3 weeks later still waiting for a refund for the unused days. I selected the prepay option on their website which takes you to a 3rd party to book it. After calling dollar which told me I would have my money in 2 weeks. I called back after two weeks and was hung up on twice the third time the person told me I have to call the 3rd party company car trawler which now advised me it's going to take 20 business days to get my money back so I rented in June so I may see my refund is august. Beware don't rent from dollar and definitely don't prepay on dollar.com
Unverified Renter Reviews
whatever the cost, go elsewhere
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