A Texas couple thought they had completed a one-way car rental after dropping off a Jeep Compass in Albuquerque, New Mexico.
However, they were then drawn into a billing nightmare that included repossession threats and thousands of dollars in charges for a vehicle they had already returned.
Here's what to know
Dennis Drake of Carrollton, Texas, booked the Phoenix-to-Albuquerque Dollar rental. He told the Boston Globe that the Jeep developed problems during the trip, including a tire that needed air every day and oil-warning lights that came on while they were driving.
At Albuquerque International Sunport, the couple said they turned in the Jeep, described the vehicle's problems to an employee, and were told they were "good to go." They left, however, without getting either a printed receipt or an emailed confirmation.
The couple then found insurance charges they said they had declined, and they began receiving messages saying the Jeep was overdue.
The dispute then became more serious. Drake said Dollar threatened repossession, said the car had been returned "in person" days after he and his wife had already flown back to Texas, charged $3,656 to their credit card, and then sent a separate $1,858 invoice even after they disputed that charge.
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Consumer advocate Christopher Elliott, founder of Elliott Advocacy, responded to the concern Drake raised to the Globe and ultimately contacted Hertz, which owns Dollar, on the couple's behalf.
More background
Elliott said that once a rental company takes back a vehicle, it should immediately reflect that return in its system. He said that is especially important when the car has maintenance issues and is being moved internally for service.
Elliott also raised questions about the add-on fees. The couple said they had verbally declined insurance and roadside assistance, and such charges are often tucked into the digital signature process.
What can be done?
Elliott's advice was straightforward: do not leave the return area without documentation showing the vehicle has been checked in.
If a handheld device cannot produce that confirmation, he said, customers should go to the counter and get the receipt before heading to the airport.
He also cautioned renters not to keep driving a car with mechanical problems. If warning lights come on or a tire will not hold air, he said drivers should stop and call the company, which could direct them to swap the vehicle or have it towed.
In this case, Drake held onto flight itineraries and Southwest Airlines documents that helped show he was on a plane when Dollar claimed he still had the Jeep.
As reported by the Boston Globe, Hertz apologized, refunded the rental and insurance charges in full, and canceled the $1,858 overdue bill.
A Hertz spokeswoman told Elliott, "Our internal review found that the customer's contract was not properly closed and processed when it was returned."
Where can I learn more?
This isn't the only consumer fight over padded fees, unexplained balances, and billing confusion.
• At New York Nissan dealerships, lease buyouts were padded with fees including $2,563 for tape.
• In Georgia, a condo owner got a nearly $3,000 water bill and challenged the HOA.
• After moving in, a homeowner got a baffling $2,000 utility bill that made no sense.
An ordinary transaction can quickly turn into a dispute over fees, records, and proof. Keeping your paperwork and pushing back on questionable charges early can matter long after you leave the rental counter.
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