Dollar Car Rental - Ontario International Airport California - Ontario, California

Yinzheng L.

Extremely Disappointing Return Experience – Unprofessional and Rude Staff!

I recently rented a car from Dollar Car Rental, and my experience during the return process was absolutely terrible. It made me seriously question the professionalism and customer service standards of this company.

On the day of return, I arrived on time, but there was no staff available to assist me. I had to wait for a long time before someone finally showed up. However, this employee sat inside a car playing on his phone, with his feet resting on the passenger-side airbag area—not only extremely unprofessional but also a serious safety concern.

I knocked on the window multiple times to get his attention, but he ignored me completely and even told me he was on a break. Frustrated, I went to speak with the manager of Dollar Car Rental, only to be told that this employee was not on break. However, instead of apologizing or addressing the issue, the manager showed zero accountability or willingness to help. Meanwhile, the staff member continued talking on the phone and playing on his device, displaying an utterly unprofessional and dismissive attitude.

This experience left me extremely dissatisfied. Not only was the employee irresponsible and rude, but the management’s indifference made the situation even worse. A reputable car rental company should at least maintain basic service standards and respect its customers, but Dollar Car Rental has completely failed in this regard.

If you are considering renting from Dollar I strongly urge you to think twice to avoid a similarly frustrating experience.

Izabella K.

Our flight was delayed sitting on the tarmac for over an hour. We then wait almost another 30 mins for the shuttle to the rental car place to see that the workers left! So many people were left stranded even though we had reservations for a car pickup. ABSOLUTELY TERRIBLE CUSTOMER SERVICE. do not ever book with this company, if you’re delayed, you will be left stranded.

Steve

The car was not ready—we waited 15 minutes in line and another 15 minutes for it to be ready. The service was friendly, and the cost was very reasonable compared to other companies. Don't forget to get California Toll coverage!

Shirika B.

Worst experience ever. I booked a car online using booking.com I get here and the agent tells me they only have pick up trucks available. Then for an extra 10 dollars a day I can upgrade to a normal sized car. When I said fine all take the pick up he was like I wouldn't suggest you taking the truck because to fill it up it will be 130 dollars. My original booking cost 449 dollars for 21 days the car he placed me in was 1800 for 21 days like wtf. I booked it because I really need to start my journey. When I went to the car someone was already driving off in it. So I had to get back in line. The second car had no front plate. So then I went back inside and asked for a refund. I was told it was gonna take 4 weeks for his manager to approve it. So now I'm stuck 😑

MICHELLE M.

Booked Rental weeks ahead, checked in days before. And still the car was unavailable when I got there. For a price hike I could get another vehicle. Completely ridiculous customer service. Go with another agency.

Artgen C.

I rented this vehicle from January 13 - January 16 from ONT. I booked this vehicle thru Expedia, expecting to pay at the counter with $61.17. Once I got to the counter, they ran a credit check AND charged me with $608.23. On top of the unexpected fee and credit check, the vehicle had cigar smell that made me feel dizzy when driving. I would not recommend this company to anyone even if it will be a short trip. Disappointed in the service and how they maintain their vehicles.

J L.

Booked a managers special. They only had an electric vehicle on arrival. To get a gas vehicle I had to pay double the rate I originally thought. It would've been nice knowing that there was a chance that we'd be stuck only with an electric car. When I returned the vehicle I was dinged with paying for a windshield repair fee. When I asked the agent if I could see a picture of the car when it was returned by the previous customer, they said it wasn't available. The whole experience felt predatory to be honest.

Cheryl C.

I booked with Dollar rental for a cheap car but ended up with cheap customer service! To start there was no one outside to check the car in when it was returned. Was told to leave the keys on the dash and the receipt would be emailed to me. When I got the receipt I found that Dollar rental not only charged me for a late return but also changed the daily rate on the rental agreement. Called the customer service number and had the most horrible experience with them. Almost 20 minutes before anyone answered. They admitted the error & said I would get a refund for the overcharge but it would take 5 to 7 business days and they would not give me any type of confirmation that the refund is in process or will be processed at a later date. It's not their policy to print/email refund receipts. When I asked the agent to transfer me to a supervisor it took six or seven asks before she finally put me on hold, the supervisor came on the line and literally repeated everything the customer service agent said to me word for word. I believe they were reading from a script! I spoke with Rafael a customer service mgr. Dollar should get a refund for his salary!! He spent the next 5 minutes wasting time because he is totally ineffective. He did absolutely nothing but repeat the same lines over & over. At one point I don't think he was listening...just waiting for a pause so he could say 'I understand'. I will NEVER rent from or recommend Dollar Car Rental again. Buyer beware because get what you pay for. Cheap car rental=cheap service!!