A customer who rented a Jeep Compass from Dollar Rent a Car experienced a billing dispute after returning the vehicle, leading to unexpected charges and a threat of repossession. Dennis Drake of Carrollton, Texas, rented the vehicle in Phoenix, Arizona, and returned it several hours later at Albuquerque International Sunport, New Mexico. Despite verbally declining additional insurance and roadside assistance at pickup due to his existing coverage, Drake was later charged for these services.

The rental vehicle showed signs of maintenance issues during the trip, including a tire that required daily inflation and an illuminated engine warning light. Upon return, an employee accepted the keys and inspected the vehicle but did not provide a return receipt. Shortly after returning home to Texas, Drake received a notification that the car was overdue. Subsequent calls to Dollar’s customer service resulted in conflicting information, including a claim that the vehicle was returned in person days after Drake had already left Albuquerque. He also received a letter threatening repossession and was initially charged $3,656 by his credit card company.

Drake disputed the charges and believed the issue was resolved, but Dollar later issued a new invoice for $1,858. The company reportedly declined to acknowledge Drake’s evidence, including airline tickets proving he was not in possession of the vehicle during the disputed period.

Industry experts note that rental contracts should close once the vehicle is returned and keys are handed over, triggering an immediate update in the company’s system. If the car requires maintenance after return, the rental company is responsible for managing the vehicle’s status, rather than the renter. In cases of mechanical problems during the rental, consumers are advised to contact the rental agency before continuing to drive the vehicle and to obtain a receipt or confirmation when returning the car as proof of return.

Following inquiries by a consumer advocate, Hertz, the parent company of Dollar, acknowledged an internal error in processing the return. A company spokesperson confirmed that the vehicle had been sent to a maintenance lot where it remained for several days, but due to a lack of tracking technology, the system continued to register the car as rented. Hertz apologized to the customer, refunded the disputed rental and insurance charges, and canceled the overdue bill.

This case highlights the importance of renters requesting and retaining a printed or digital confirmation of a vehicle’s return and carefully reviewing rental agreements before signing to avoid unforeseen charges.