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  • Prior to returning the vehicle, we called the 1-866-434-2226 number but it was closed. So we contacted the worldwide reservations line to explain that we had gotten stuck in traffic and would be late returning the car. The rep told us this was not something she could assist with and was also unable to provide a direct number for the Phoenix Airport location. We returned the vehicle 1 hour and 5 minutes late. As a result, we were charged for 2 hours of extra rental and an additional 1 FULL DAY DAY extra on the Upgrade, CFC, Facility Maintenance Fee, ERF and Additional Driver. This is not a fair charge and this was not explained at the time of rental. I called the 1-866-434-2226 Customer Service number to see if Dollar would be willing to fairly charge only the prorated amount and the customer service rep, Jamil, was extremely unhelpful. When I asked to speak to a supervisor, he refused to connect me with a supervisor because he said the supervisor would not be able to do anything. He said he would forward this to the PHX branch and if the manager there "deemed it necessary" I would receive a call back. I then asked for a number to the Phoenix Airport branch and he said he could not provide that. It is absolutely unfair to charge for a full extra day when it should be prorated. Customer service is non-existent at Dollar. We took an upgrade, which provided additional revenue to Dollar and Dollar in turn decided to gouge us. Any savings resulting from using Dollar were not only cancelled out but we ended up paying more. I would not rent from Dollar again and will be posting this on the web and will be letting everyone know about my experience. In the future, I will pay the premium for better customer service and go with Dollar's competitors. I hope now that Dollar/Thrifty are a part of Hertz, the customer service will improve. Until then, I will not be renting from Dollar, Thrifty or Hertz for business or personal rental needs.
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