I had to put my car in the shop for a week so I reserved a car online through Dollar. I wanted to be sure the car was saved for me so I paid the fees and took the keys into my possession at noon on Sunday, 10/21. It was a AA man with glasses that checked me out at the counter. Since I did not have someone to drive my personal car, I left the rental car on their lot. As I was leaving (in my personal car), this sales lady from the counter told me that I needed to move the rental car into the visitor parking spot since it's "checked out". No problem, so I walked over to their Corolla, drove, and parked it. Later that day, I returned with both my daughters, one came with me in the rental and the other drove my personal car.
Then on Sunday, 10/28, I return the car and go to drop the keys off at the counter. My bill went from $242 to $318!!! The same lady who chased me down last Sunday was the one who waited on me this time. She tells me that there was another driver who drove the car off that lot that day so they had to charge $10 x 7 days! I was dumbfound!!! So I ask to speak to a manager and of course, they don't work on the weekends but one will be in at 9 am on Monday. The lady tells me that it's the managers who determine when someone else drives the car off the lot based on video footage.
So I called this morning and spoke to a "Jackie", who tells me that her employee (the guy) witnessed someone else driving the car off the lot but she'll review the tape again. So at 10:30, she calls and says that it was a different person that drove the car off the lot. WHAT?!?!?! I left my desk to go up there because if they're going to call me a liar, then they should do it to my face, and this video footage? I should have every right to view it but they don't allow that, of course. Yeah, I was FLOORED when I got up there. She refused to review the tape again, said that she doesn't need to, and when I ask her what and how she can tell it was not me, she couldn't answer that question. Amazing! Every time I ask her to recant, she changed it every time, and basically because the guy at the counter said that it wasn't me, that's what she's going by. What?!
I filed a complaint with the corporate office and ALL can do is initiate an investigation, which can take up to 14 days. Apparently, this location is PRIVATELY OWNED, licensed out so Dollar, the company cannot make them do anything if they don't want to. They're going to request to view the tapes but if the St. Ann location denies the request, that's just that.
There was another complaint that was posted on 10/1 about this same location and to back that complaint up, they do not do any walk through on the vehicles with you. They TELL you that it's been looked over and no damages were found, "initial here". So you leave trusting that everything is okay the same way you think when you return the car to them but they will spring something on just to make more money and give the consumers no right to dispute their claims. I'll update if anything comes from the investigation, if nothing, then I pay $70 for some ghost driver I never got to see on video!
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