Dollar - Dubious charges at IAD - what's the solution?

I picked up at IAD for a 21-day rental after a 30-hour journey from Europe - with a pre-paid voucher from Dollar UK.

1. The UK voucher says it includes taxes and fees. So does the Rental Agreement printed and issued at IAD, which I signed. Later, on reading the 'small and fuzzy print' it states "Included 21 day voucher ... APCONFEC fee, vehicle licence fee, energy recovery fee, State tax, rental fee ". BUT those fees (totalling $70.58) have been rolled over onto my Credit card!

2. I accepted the roadside assistance option, but declined the Personal Protection Plan offer, as I have more than adequate insurance elsewhere. BUT ... I have been billed $146.79 for the option I declined!!

So ... I will be returning the car on Tuesday, heading back to Europe as planned. What do I do then? If I use the return lane, I will get billed automatically. I simply don't trust these people.

Any advice would be welcome!

I picked up at IAD for a 21-day rental after a 30-hour journey from Europe - with a pre-paid voucher from Dollar UK.

1. The UK voucher says it includes taxes and fees. So does the Rental Agreement printed and issued at IAD, which I signed. Later, on reading the 'small and fuzzy print' it states "Included 21 day voucher ... APCONFEC fee, vehicle licence fee, energy recovery fee, State tax, rental fee ". BUT those fees (totalling $70.58) have been rolled over onto my Credit card!

2. I accepted the roadside assistance option, but declined the Personal Protection Plan offer, as I have more than adequate insurance elsewhere. BUT ... I have been billed $146.79 for the option I declined!!

So ... I will be returning the car on Tuesday, heading back to Europe as planned. What do I do then? If I use the return lane, I will get billed automatically. I simply don't trust these people.

Any advice would be welcome!

The local manager at your return location may be of assistance, but maybe not. Tour vouchers are somewhat of a black art in the computer system.

Two things to try:

1) Call Dollar's on-rent desk. Dial 1-866-434-2226 and press option 2 and then 0. The folks here are probably the best equipped to help you with changes to your existing rental agreement.
2) Call the U.K. prepaid booking agency. Somewhere, somewhere, somewhere I have on file the phone number for the actual office that handles these bookings (it's based out of Tampa, FL, if I recall correctly). If you need it, PM me a reminder in a day or two and I'll look for it. For now, you can try calling the office in London--the contact information is here: http://www.dollar.co.uk/customer_care.php.

If neither of the above works, and talking to the local manager doesn't help, contact customer care after the fact. IIRC, it's option #4 at the first number (1-866-434-2226). Disputing the charges on your credit card is also always an option.

Be sure to get clarified exactly what you were billed for and why it wasn't included in the voucher. If you can get details and post them here, perhaps we can be of further assistance.

Thanks for all that, jackal. I'm not too well placed for time or communications (all I have here is my iPod Touch!). I guess I will have to try the IAD duty manager (if he speaks understandable English) and then work with Dollar UK when I get home.

Certainly this is the last time I use that disorganised Dollar office at IAD.
Oh, and the SUV is an 11,000 miles clunker that sounds like a diesel tractor!

Thanks for all that, jackal. I'm not too well placed for time or communications (all I have here is my iPod Touch!). I guess I will have to try the IAD duty manager (if he speaks understandable English) and then work with Dollar UK when I get home.

Certainly this is the last time I use that disorganised Dollar office at IAD.
Oh, and the SUV is an 11,000 miles clunker that sounds like a diesel tractor!

The 866 number I posted above is toll-free from any U.S. phone, including payphones.

Also, iPod Touch + wifi + Skype is your best friend when traveling overseas. 866/877/888/800 numbers are free when called via Skype.

11,000 miles on a rental vehicle means that vehicle is about six months old. Either the sound is by design or there's a mechanical/manufacturing defect. It's not because the vehicle is excessively old, and in fact, 11,000 miles on a rental vehicle is quite young, regardless of rental agency.

Just in from brunch ... Thanks again! I need to explore Skype a bit more, but it's not exactly Priority One for a Senior :D

I accept the 11/12k miles, but this one sounds really rough!! I guess I have got used to newer vehicles from IAD renters in recent years. I used to use Dollar nearly all the time ... Until about 3 years ago when their prices (certainly booking from UK) went from cheapest to almost the most expensive. This trip they came out at a good price, but I don't need this sort of bulls***. Another lost customer, Dollar :rolleyes:

This trip they came out at a good price, but I don't need this sort of bulls***. Another lost customer, Dollar :rolleyes:

Give them a chance to fix the error (which could be a simple computer glitch) before you proclaim that. Good customer service isn't necessarily about never screwing up (that's impossible to insure) but about how fixing the mistake is handled. This is especially true if they have a good track record with you and this is the first mistake they've made.

You are right, of course. But I do enjoy a good 'moan' ;)

I wait to see how tomorrow works out!

So.... I returned the car yesterday. I first called at the desk, where I encountered the same Agent. He remembered me... and also claimed to recall my pick-up 3 weeks earlier. I think we agreed to differ on what was said regarding PPP!

Anyway, he lectured me about not checking what I was signing, and at the same time processed both refunds! I reserve judgment on what really happened at the beginning but at least Dollar at IAD were good to me. I will use them again, but spend more time (with hearing assistance from the OH) making sure of the details!

Lesson learned ;)

Dont rent from them again

Dont rent from them again

Why not? It sounds like they resolved the issue to the OP's satisfaction and did exactly what I would have done in the same situation.