On Your Side resolves rental car billing error after daily rate doubled
PEORIA (AZFamily) — Cynthia Williams booked a rental car online through Dollar to pick up at the airport in Birmingham. Her reservation shows a daily rate of $22.04.
“When I got there they didn’t have any compact cars, so they said we can upgrade you at no additional charge,” she said.
Williams got a hard copy of the receipt and drove off. “When I returned the car, they said we’ll email you your receipt, and I said, ‘OK, great,’ Brown recalled. “I got into the airport to find that they had overcharged me, more than double they had charged me for the car.”
The new fee was $47.18 per day. “Initially, I contacted the rental car company because surely this is a mistake,” Williams told On Your Side. “I contacted them via their website because there’s no one you can talk to, and then they said, ‘Nope. That’s your rate.’ So I took a picture of what I had, sent an email and said , ‘No, no, no. There’s a mistake. This is what my rate is,’ and they told me they could not find a rate for me in their computer.” That, despite the initial, cheaper rate remaining in the paperwork in Williams’ online account.
Williams went back and forth with the company several times. In one denial email, Dollar wrote, “I regret that you found our previous response unsatisfactory. However, the rental information available to us does not indicate a refund is due based on your rental records. Although this is not the preferred resolution, I hope you will understand our position in this matter.”
Williams also asked her credit card company to review the charges.
“It’s a contract. You said this is the price I would pay for this vehicle, and you gave me a contract, not only in writing, but you sent me one in an email with the same price. and then you turn around when I turn the car in and you can choose to charge me whatever you want to charge me? That’s not right,” Williams said. “It’s just so frustrating because you wonder how many people this has happened to and people just get frustrated and let it go, and I’m just digging my heels in because it’s wrong.”
“I just want my money back,” Williams added. “In a perfect world, they would apologize.” Once On Your Side flagged the issue, it was fixed almost immediately.
A spokesperson for Hertz, which owns Dollar, sent a statement acknowledging the error. “Customer service is our top priority at Dollar and we appreciate this being brought to our attention. Upon further review of this matter, we determined the daily rate was inaccurately charged. We have informed the customer they will be refunded for these charges,” the statement reads. The refund totals $125.15, and in an email, Williams got an apology for the billing error.
The next time you rent a car, there are some things you can do to try to ensure a smooth transaction. The Federal Trade Commission says it is important to comparison shop. Be careful to include all taxes and fees.
You should also review the cancellation policy, in case you have to cancel, and ask if the rental car company checks customers’ driving records.
According to the FTC, many of them do, and if you have recent driving violations, they may not let you rent a car, even if you have a reservation. Make sure you save receipts, just like Williams did, in case you have a dispute after you’ve turned in the vehicle.
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