Am I being unreasonable? (car rental) UPDATED PG 1 WITH FINAL RESPONSE FROM DOLLAR

[LucyStorm]

The car that I rented from Dollar had mechanical problems that interfered with several days of my vacation. I have asked Dollar to be reimbursed, but so far they have refused, though they have given me one day rental coupon good only at Dollar Florida locations. I am not asking for full reimbursement, only partial, as the car was still drivable, although it did curtail my freedom to come and go as I pleased and I did not notify them immediately of the problem as it was not discovered until we were in Kissimee and I did not want to take more of my vacation to drive it back to the airport. This was a brake/transmission problem and I seriously doubt that Dollar could have been completely unaware of the problem.

Am I being unreasonable? If they gave me 1/2 of the cost back I would be more than satisfied. Should I expect more compensation than a one day rental good only in Florida?

Update- I received an apology email from Dollar today along with a $50 credit to my credit card. It seems that upon a detailed inspection, they found a transmission setting problem that was causing the car to downshift too early and giving the impression that there were brake problems. Dollar was grateful that I had brought this to their attention as evidently the car was delivered from the manufacturer with this problem, and in 5000 miles, no one had bothered to tell them. This problem evidently could have led to major problems with the transmission, that would have cost them in the end. I am happy with the apology for their earlier unpleasantness, and their affirmation that I was correct about the car.

 

[RAD]

I would have called Dollar right away and had them come to you with a replacement car. I've had problems with a car in the past and the company I was dealing with at the time, Budget, was out with a replacement within 2 hours.

You might have had a better leg to stand on with your complaint if you called them right away and let them know so they could provide a remedy to the problem vs. waiting until the car was returned then report the problem.

 

[JC2]

I don't think you're being unreasonable at all.

 

[Dan Murphy]

I feel you are entitled to more than what they are giving, Bonnie. Also, why not post this on the CB where it will get more exposure.

 

[Kermit]

They should give you more than that. It would have been better if you had called them right away when you noticed the problem and told them that you weren't expecting to pay full price, but they should still comp you for some of the cost. We once got a U-Haul truck for free because we had to bang the starter with a hammer every time we wanted to start it. (We didn't just try that for no reason. We called the U-Haul place and they had their mechanic call us.)

 

[Pluto4President]

I think the coupon is a good deal. Like everyone has said, you could have nipped it in the bud. More than likely, you could just go to any of the dollar outlets and swap it out.

 

[Grog]

I think half the cost is reasonable, or a couple of days free rental anywhere, not just Florida.

Also, next time, call right away. Most rental car companies won't make you drive to the airport, they will come to you with a new car. They are usually not going to want to risk you driving the car back to them and having the problem get worse.

 

[SheriB]

I don't think you are being unreasonable. I think I would have called them and had them bring me a new car. Most rental companies would do this. Our rental car battery died in the parking lot at Epcot 2 yrs. ago. The company was Avis or Alamo (can't remember), but they came right away, jumped the car, and the guy that came out swapped cars with us (same size car), and couldn't have been nicer. This happened on our 1st day of vacation. I think I would still pursue the issue. Good luck!

Sheri

 

[GAIL HAYDEN]

The fact that you did not return the car shows that it really did not matter to you. If it was an issue, you could have returned the car or asked that they swap it out at your location.
Personally, since you did not return the car and did not really complain (from what you have said here) untiil you returned the car, I don't think they owe you anything. It would have taken you max. 2 hours to swap the car, not a lot really when it was a safety issue (brakes and trannies are always a safety issue when they don't work properly.).

 

[baileybrad]

You handled this how you did and that was your decision. I would have called Dollar and advised them that the car was operating poorly and had THEM bring a replacement vehicle when it was convenient to me. My brother did this a few years ago when we were staying at OKW. The trunk on his vehicle would not close. He insisted that a replacement vehicle be brought out and it was... sorry don't remember the rental car company. Whether you get more or not, can't say. If I was really upset, I would contest the charge on my charge card. What really hurts your case is that you complained after the fact if I understand the facts properly.

 

[DocRafiki]

IMO, you gave up your rights when you waited until you were finished with the car instead of calling when the problem started. That's like someone eating a meal and THEN saying they want their money back. It looks suspicious, and it obviously wasn't important enough to you to take care of it ASAP, so it couldn't have hindered your vacation enough to deserve a refund. That's what I would say if I were the business owner.

 

[Pluto4President]

Originally posted by GAIL HAYDEN
The fact that you did not return the car shows that it really did not matter to you. If it was an issue, you could have returned the car or asked that they swap it out at your location.
Personally, since you did not return the car and did not really complain (from what you have said here) untiil you returned the car, I don't think they owe you anything. It would have taken you max. 2 hours to swap the car, not a lot really when it was a safety issue (brakes and trannies are always a safety issue when they don't work properly.).

Wow - we agree on something

 

[DebbieB]

Dollar has several rental offices other than the airport:

http://orlando.dollar.com/index.asp

One is at the Marriott near Downtown Disney and 2 are in Kissimmee. I agree with the others, I would have called right away, they could have directed you to one or brought a new car out to your location. I wouldn't have kept driving a car with mechanical problems.

 

[GAIL HAYDEN]

Wow - we agree on something

LOL, last I knew we agreed on a lot of things. One of which is "pulling my chain"...

 

[Mark P.]

In 2000, we rented a minivan from Dollar. After loading up, I didn't make it out of the 'garage' after noticing the front end shimmying at only 10mph or so! I stopped, got out, and saw that BOTH front tires severely worn, to the point of the threads showing!

I drove right back to the attendant and pointed out the tires, and was given a brand new minivan.

Once home, I called Dollar's main office in Orlando, to inform them of the tire issue. I made it known that I was dissapointed to say the least, noting the fact that the tires were even recently shined with armorall, but the idiot detailing the van didn't take notice that the threads were showing!

Anyway, I wasn't really seeking anything from them, only wanting to ensure that this wouldn't happen again to anyone. But, Dollar reinbursed me 10% of the rental costs, and I think this is the least of what they should do for you.

 

[GAIL HAYDEN]

Anyway, I wasn't really seeking anything from them, only wanting to ensure that this wouldn't happen again to anyone. But, Dollar reinbursed me 10% of the rental costs, and I think this is the least of what they should do for you.

If she had done as you did, then I would agree, however, she did not, she held on to the car for the entire rental period and then complained. They gave her a free day, I think that was more than adequate.

 

[Mark P.]

Hmmm...I should've read the original post more carefully.

I do agree that maybe more would have been offered if the maintenance problems were dealt with as soon as they were noticed.

 

[LucyStorm]

Perhaps, but you have also just proved my point that Dollar has sent cars out knowing full well that there is a problem. I believe that Dollar knew there was a problem with this car and sent it out anyway. If they did the test drives and maintenance checks that they assured me that they do between each rental, then they would have known there was a problem.

I agree, in hindsight, that I should have called them right away, but I don't believe that not doing so relieves them of their responsibility to send all renters out in a fully functioning and safe car. The point is that I should not have had to call.

I did not ask for full reimbursement, and I probably would be happy with one day's rental IF it was nationwide and not time limited (this has an expiration date on it).

I have not also, given you the details of the rather insulting treatment that I have received thus far, including an e-mail that basically said I was lying.

I didn't do any of that so that your opinions would be objective and not colored by those details.

The opinions seem split 50/50, I have appealed the decision and asked for the email address of the boss of the person who I have been dealing with. They have agreed to pull the car in on Oct. 11, when it comes back from its next rental, and give it a thorough inspection. It bothers me, that knowing there has been a complaint about the brakes or possibly the transmission, that they just sent it right back out.

 

[sgtdisney]

I have had a problem with a couple of rental cars in the past. Each time I called the rental agency when I noticed the issue and they offered me alternatives. Most companies are fairly accomodating when you have a problem and call to get help with it.

You may have had more ground to stand on if you had allowed them to rectify the problem during the rental, but you may also have had a less than helpful Customer Service rep in this case. I recently rented with Dollar and had a problem with them upcharging me for an extended length minivan. Long story, short, I emailed Dollar and a very helpful customer service agent credited back my entire upgrade charge.

 

[Lewisc]

Since you seem to be looking for a show of hands I vote with Pluto and Gail.

If you thought it was a problem (safety issue) you should have stopped driving the car and had them bring you a replacement. The fact that you continued to drive the car indicates you didn't really think it was a safety issue. If I were Dollar I'd think you were a customer just looking for an excuse to get some money back.

It really isn't fair to complain after the fact when you didn't give the company a chance to correct the problem when it happened.