It's Just Money: Frustration with Dollar Rent a Car

I have written a letter to Dollar's customer service department. Instead of rehashing the entire experience here, I'll copy and paste the text of the letter. Here you go...

Dollar Rent A Car, Inc.
Attn: Customer Center 7082
P.O. Box 33167
Tulsa, OK 74153-1167

Re: Reservation #XXX00XXX

To Whom It May Concern:

I recently reserved a mid-sized sedan at the Dollar Rent-a-Car at the San Jose Airport. I made my reservation on Monday, September 11, 2006, for my travel day of Wednesday, September 13, 2006. My travels take me to San Jose about once per month, and I rent from Dollar every time. I have always received good service and a clean, serviceable car.

I was very frustrated and disappointed with my experience during this last trip. Upon entering the car rental building, which Dollar shares with about five other car rental companies, I saw lines of one or two people at every counter, except one. There were about fifteen to twenty people lined up at the Dollar counter.

I considered calling a taxi, as I had an appointment at 11:00am that was only a ten minute drive from the airport. I was admittedly cutting it close as it was, but had no way of expecting the wait that I was faced with. I was able to delay my appointment to 11:30am, so I chose to wait in line for my car. All the other counters indicated that they were out of cars.

The I stood in line for 45 minutes before I was called to the counter. Upon approaching the customer service representative, around 11:10am, I was told, “it’s about 45 minutes for a car.” After waiting in line 45 minutes, I was being told I would have to wait another 45 minutes. Had there been an announcement that it would take an hour and a half to get a car, I would never have waited even one minute. I would have immediately called for a taxi.

Instead, I hopped back on the shuttle bus back to the airport and waited in the taxi line, making it to my appointment only a few minutes late. Not only that but I was forced to take taxis everywhere I went for the rest of the day. My cab fares were $31, $35 and $42 for a total of $108 for the day.

I understand that little can be done if there are not any cars available, however, Dollar should have stopped taking reservations on their web-site. The appearance is that Dollar exercised greed by overbooking, knowing that some customers will not be served, but Dollar will certainly unload its entire inventory.

I expect some sort of remuneration for my cost and inconvenience. I would be happy to send you copies of my taxi receipts for full reimbursement. Alternatively, I would be satisfied with a free two day rental.

I may be reached via email at...

Regards,