This is not just another case of “a customer damages a rental car and then tries to deny it.” This is about blatant consumer mistreatment by:

(1) being falsely accused for damages and not allowing the customer a chance to respond;
(2) Dollar Rent-A-Car’s failure to follow its own corporate procedures in attempting to reclaim repair costs (which resulted in additional administrative costs to the innocent customer);
(3) Dollar Rent-A-Car’s and their subrogation agency, Subrogation Management Team’s, vehement refusal to consider the consumer’s side of the story as well as their ignorance of requests to provide contact information to the consumer.

As I would hate to see any other potential car renting customer be forced to suffer through this ridiculousness, I am compelled to share with you my recent experience with Dollar Rent-A-Car and their subrogation firm, Subrogation Management Team.

I AM LETTING EVERYBODY AND ANYBODY KNOW ABOUT MY EXPERIENCE AND ADVISING THEM THAT THEY SHOULD CONSIDER WALKING RATHER THAN RENT A VEHICLE FROM DOLLAR RENT-A-CAR. BASED ON MY PERCEPTION OF THIS EXPERIENCE, I WOULD CONSIDER DOLLAR RENT-A-CAR TO NOT BE A REPUTABLE CAR RENTAL AGENCY AND WOULD DISCOURAGE ANYBODY FROM GIVING THEM BUSINESS. ANY ASSISTANCE YOU CAN PROVIDE IN PASSING THE WORD WOULD BE MUCH APPRECIATED, AND I WOULD BE HAPPY TO ANSWER ANY QUESTIONS.

CONSUMER (DEFENDANT) BACKGROUND.

My dealings with various travel and transportation services are most likely more frequent than the average consumer. My profession demands that I lead a road warrior lifestyle, and along with that comes a degree of travel familiarity:

• More than 150,000 flown miles per year on two major U.S. airlines
• More than 30 stays (around 50 nights) per year with major hotel chains
• Nearly 20 vehicle rentals from the U.S.’ leading car rental agency in calendar year 2006 alone
• Around 10 vehicle rentals from other agencies

HOW THIS HAPPENED WITH DOLLAR RENT-A-CAR

I rented a vehicle from Dollar Rent-A-Car at the Savannah Airport (Georgia) in August 2006. The vehicle was returned by me in the same condition that it was received. I provided Dollar Rent-A-Car with the keys, and in turn they furnished my final invoice. It is important to note that rental vehicles are returned to a shared lot, and there are no Dollar Rent-A-Car representatives available to check the vehicles immediately upon their return. Savannah is a very small airport and Dollar Rent-A-Car does not see the need to have staff immediately check vehicles over for damage as they’re being returned.

FAILURE TO OF DOLLAR RENT-A-CAR TO FOLLOW PROCEDURE

Approximately eight (8) days after returning the vehicle, I was contacted by Subrogation Management Team advising me I was responsible for tire damage. Written correspondence was sent to me including photocopies of the damage and repair receipts.

Knowing that I did not cause this damage, and confused about why Dollar Rent-A-Car did not contact me first before a subrogation agency, I prepared a lengthy dispute as I was not given the opportunity to defend my position. There are a number of ways in which the tire could have been damaged.

Several email exchanges between the subrogation agency and me ensued. In addition to the tire damage ($168.20), it was requested that I pay a $100 administrative fee and $34 for loss of rental charges since the vehicle had to spend a day out of service. In total, Dollar Rent-A-Car and Subrogation Management Team asked me to pay $302.20.

I maintained my position that I did not cause the damage, and I would not pay one penny unless directed by a U.S. Court of Law. I requested several times to speak with a Dollar Rent-A-Car representative, but neither Subrogation Management Team nor Dollar Corporate would put me in contact with the appropriate person(s).

FUN WITH COLLECTIONS AGENCY

Despite several attempts to discuss the situation with Subrogation Management Team, my case was turned over to a collections agency. This was a major embarrassment for me as I take my credit score seriously and have always maintained superior credit ratings.

Upon being contacted by a collections agency, I was infuriated. I initiated a full court press to get in touch with the Dollar Rent-A-Car location at Savannah Airport. I was finally able to reach the station manager, and he and I had a good discussion about the situation. It was in this conversation that I was told it is Dollar Rent-A-Car’s policy to contact customers first before turning cases over to Subrogation Management Team. I received a verbal apology from the manager for not having been contacted first. In summary, we both felt there were aspects for which we were both responsible, and he advised me that he would contact Subrogation Management Agency to see about reducing the charges. I explained to him that receiving a $100 administrative charge and $34 for losing a day of rental was simply excessive. While he never verbally agreed, he did say that all he wants back is the money that Dollar had to shell out to replace the tire. Had I been contacted first by Dollar Rent-A-Car directly, this situation would have probably been settled a long time ago.

A week passed after my phone conversation with the Savannah Dollar Rent-A-Car manager, so I phoned him again to make sure he contacted Subrogation Management Team. He said he did, so I contacted the person with whom I’d been communicating since August. She advised me I’d have to pay $268.20 (the cost of the tire and the $100 administrative fee; they graciously waived the $34 “loss of rental” charge—perhaps a feeling of guilt??). Clearly the $100 fee goes to Subrogation Management Team, so of course they did not want to waive that. I again expressed that even though I did not cause the tire damage, I’m willing to meet in the middle of the road to put an end to this foolishness. Subrogation Management Team didn’t even want to consider, despite my telling them several times AGAIN that Dollar Rent-A-Car initially screwed up in this case. They did, however, have the upper hand by being able to send a collections agency after me. How nice of them.

After a few emails pointing out where Subrogation Management Team was wrong, I left them with two choices:

(1) I would pay the $168.20 for the tire and they’d be out of my life forever.
(2) I would pay the $268.20 for the tire, the ridiculous admin fee, and to ensure my credit keeps its high rating. In addition, I also advised them that I’d make it a point to spread the word about my experience to the Better Business Bureau, the news media, magazines, newspapers, and everybody I know.

As you can probably tell, Subrogation Management Team opted for item #2, so I’m keeping my promise. It never was about the money for me, it was the principle. Even if this effort of mine prevents only 5 people from renting a $100 rental, we’re ahead of the game…but I’d sure like to see much more than that.

IF YOU WANT TO AVOID PAYING MONEY WHEN YOU'RE NOT RESPONSIBLE, NEVER, EVER, EVER RENT FROM DOLLAR RENT-A-CAR!!! LEARN FROM MY SITUATION!!!

FEEL FREE TO LET ANYBODY KNOW ABOUT THIS WHO WOULD BENEFIT.

Add their other companies to the list too "Thrifty"

I feel your pain and sincerely sympathize with you but if we boycotted every company mentione in an unfavorable light on Flyertalk, we would all be walking.

Having said that, I'm still sorry to hear about your situation.

I didn't know they were the same company, but now that I do...you can bet I won't be giving them business, either.

What happened? Did an attendant jump the curb while ghost riding the whip back to the lot?

The tire was NOT flat. There were no nails, pieces of glass, etc. in it.

From the poorly photographed photos I received, there was about a 1" slit in the sidewall, obviously it didn't go through to the chamber. The cut was a perfectly perpindicular line on the sidewall to the tread.

Looked as if it were a poor attempt to slash the tire, or a tire defect.

I cant understand why if the OP feels they didnt cause it they would be willing to pay for any of it.

Besides #2 was Foolish, does the OP really think that by posting about it here on FT that 10s of 1000s of people will simply stop renting from Dollar? or writing about it anywhere.

Ive had Collection agencies after me for way more than what the OP owed, I KNEW I was in the right and told them they could set up shop on my front steps for all I care.

When they started calling every day, I simply went into phase2 and thanked them for calling as Im very lonely and now I found someone who really cares about me. A couple of days later the calling ended.In the end my CC took them to task and , not 1 cent out of pocket, I really did enjoy the back and forth with those guys calling me, almost as much fun as when I do a Time Share for the $$ or Pts, since I set them up before hitting right between the eyes with enough amno that makes them realize a sale is just not going to happen.

Yeap.. just check out dtag.com

I've had good experiences with Thrifty and mixed ones with Dollar. Same goes for National (good) and Alamo (bad).

It seems to me that these merged companies still operate somewhat separately. Perhaps over time they will meld together and not have any distinctions.

Didn't you have a credit card that covers damage?
Dollar locations are in a franchise area so there are many Dollar areas across the country. Just because one in GA causes a problem, don't dam all Dollar locations across the country. Is it not a possibility that someone slit your tire while on rent? How many people get out and check every tire every day?

I own a dollar location in the summer in Glacier Park and I will have to admit that more damage gets overlooked than charged to the customer, but sometimes there is noticable damage that is customer caused that they deny. I had a car returned by a man who was in a huge hurry to make the train; of course 15 minuted later we see a big dent in the lower front of the car and the train is gone worth $700+ The train is gone, I call his number and leave a message and of course he never calls me back, after repeated tries and telling him that it will be charged to him he calls, I email photos and turn it over to the head office in Missoula to work out. Same thing with the Golf Ball size hail storm in July. 17 cars on the lot with $5000 each in damage and a bunch out on the road that people didn't happen to notice the big dings!!!

There are 2 sides to every pancake......

JudyJFLA

Absolutely... I've had equally opposite experience. Once I was charged
for things that never happened. Yes there was a damage, but the
charges showed up had nothing to do with report and conversation I had
when I returned it.

I was charged for things already existed on the car before (I had the
check out list) and ridiculous loss of damage etc..

When the charges showed up, the rental location never answered my calls
or letters. I could not get documents to re-claim the loss from my insurance
either.

Took over 10 months to sort this out via head office.. and I still ended up
paying for a lot of costs. Including ridiculous administrative fees.

On the other hand, Avis/Hertz were up front about damage costs etc..


I had hail damage and windshield chips an cracks... and never saw any
administrative or loss of use charges from Avis or Hertz.


Note: not only they ignored my calls, but they ignored letters and calls from
the insurance company as well.

I rented with a Discover card, and they only cover "body damage." To them, tires are consumables and are not covered.

Me neither.

It boils down to this -- I have perfect credit, and I work very hard to maintain that. Before this situation, I've never even experienced a "collection agency," and I really am not familiar with what they can/cannot do.

I own a business and do have a few nickels to my name, so I just wanted them to leave me alone. That's why I paid.

I suppose I could have fought it more, but it wasn't worth my time.

These are my two big "beefs" about Dollar: nobody there to show me on the spot AND the ridiculous "administrative" charge. Oh and third beef, they didn't handle it according to their corporate policy.

IMHO, Hertz and Avis are the only way to go. Both companies are class act.

Id say had it been either Hertz or Avis at SAV, since it seems they all work the returns the same way at SAV you would ahve been charged by them as well. Maybe they wouldnt have thrown it over for collection as fast, but they too would have charged