Dollar Rent A Car

Updated review: In general I didn’t appreciate the way the try to get you to buy their (overpriced) insurance. But after complaining about my experience on their website, Dollar Rent A Car issued a refund in the amount of the insurance, which I appreciate because I know they didn’t have to do that.

This is the worst. Waited in line 32:30 to get my reservation. The car has over 30,000 miles and is filthy. I will block Dollar as an option on Priceline.

I booked a vehicle on Travelocity as I’ve done countless times over the past dozen years. No issues with the site of course.
However, dealing with Dollar was a completely different matter.
The pickup process was chaotic and the agent ignored the reservation and put me in to a new one. He mutilated my name and listed the rental term as 12+ hours versus 3 days.
He also listed the return location as O’hare Airport in IL.
Upon returning the vehicle the chaos was only worse.
There was a large crowd of customers each with an angrier look on their face.
Apparently, this is not uncommon for this penny-​ante operation.
People were being sent from this line to that and from this desk to that.
It was unclear where to return the vehicle and after wandering from line to line she finally found an agent that said he would handle things and scanned her paperwork.
She thought she was finished with these people but apparently not.
A few days after returning from the trip we began getting automated phone calls from their security department threatening legal action. Apparently they did not show the car as being returned. When I tried to contact Dollar to clear things up I found that I could only speak with them during business hours M-​F. After much persistence I finally got through to the customer disservice department in Manilla, Philippines. I was told that a supervisor would call me back in 10 – 15 minutes. That was 2 ½ days ago.
So I called them this morning (Monday) and after pressing 2 and then 3 and then 1 etc. and waiting on hold for an extended period of time I was connected to a woman with all the charm and customer service skills of a government employee. She all but hung up on me in the end when I suggested that she might try to make customers happy in order to help in the success of her company.
So I called a few more numbers and finally got a decent human being (Reggie) who despite his desire to be helpful was bound by their lack of a callback system. I was told that I should call back in 7 to 14 days to confirm that they had in fact solved their internal issues and that I would not be overcharged.
Perhaps I’m being ridiculous but it seems wrong to me that I need to work harder to clean up their mess.
I assure you I will never give them my business again.
BTW, I usually rent through Enterprise with nary an issue in over 17 years but they were out of cars.