Dollar Rental Car Complain letter

Pei Zhang

My Address

April 28, 2002

Dollar Rent A Car Systems, Inc.

Attn: Customer Center ****

*********************

*****, ** *****-****

To Whom It May Concern:

On 12/30/01-1/5/02, I rented a car from Dollar Rent A Car at Burbank Airport in Burbank California. I originally reserved on the telephone for an intermediate car at the weekly rate of $110/week. I had asked the operator about your discount with Student Advantage, and was told that it could wave my underage-driving fee and I would have to show the card when I rent. I also specifically inquired about cruse control and was told it was available.

Unfortunately, on 12/30/01, when I went to the counter I was told that the fee could not be waved since when I reserve the car I did not tell them about the Student advantage discount, which I did. After some discussion I decided to rent regardless of the fee. That is when the attendant informed me that there were no intermediate cars left. She would only offer me a downgrade at $105/week, and there was no cruse control. We took the offer because I was very tired. When we came to return the car, however, she informed me that the car was dirty and she would need to charge $10 extra for cleaning, at which point she pointed to a rule packet which I have not seen before we rented indicating this. Afterwards, she told me that the computer is down and she gave me the amount that would be charged to the credit card and told me I would have to go back later if I would like a receipt.

To resolve the problem, I would appreciate it if you could wave the underage-driving fee that was charged and send me a receipt for the amount charged to my card. Enclosed is a copy of my unofficial receipt.

I look forward to your reply and a resolution to my problem, and will wait until June before seeking help from another agency or Bureau. Please contact me at the above address or by phone at (***) ***-****.

Dollar rent-a-car has always offered great rates to the Caltech community. I have not encountered similar problems before when I rented with other rental agency, such as Hertz, which do not charge Caltech affiliates the underage fee nor LDW. But I would certainly like to continue my business with Dollar as future need arises, if this issue can be resolved.

Respectfully yours,