✅ Trip Verified
| I had an extremely horrific experience with United Airlines and Dollar UA in December 2019. The booking process went smoothly. The flight was a typical United flight - uncomfortable on an airplane the belonged in 1986. The issue came when I went to the rental car counter - I showed them my reservation and they did not have it. They claimed that I booked my reservation for the non-airport location. I had to bring up my email confirmation that proved otherwise. This caused a stir at the counter as they weren’t sure they would have a car for me. Mind you, it was about 8PM at night, and I had a 2-hour car ride to look forward to. Coupled with the aforementioned terrible flight, I wasn’t in the mood to be told there was no car availability when I had a reservation. I was able to get a car, but I had to pay extra due to the reservation “mixup” (if you can call it that). I filed a complaint with United Airlines and Dollar UA. United and Dollar UA accused me of changing my reservation to the non-airport car rental location, despite my email confirmation as proof that I did no such thing and chose the airport location to begin with. Both companies ignored several follow-ups and pleas to look at my case. In fact, at one point, they were pointing fingers at each other, trying to send me running in circles. I even emailed the CEO and COO of United and of course, heard crickets. The extreme amount of disrespect, disregard for human nature, and overall extremely poor customer service sickened me. I escalated matters to BBB. BBB did not resolve my case. BBB ignored my email confirmation that I booked for the airport pick-up location and sided with Dollar and United. It was extremely frustrating that I was being ignored for booking a car online and choosing the location that I intended. I did everything right in my reservation process. United and Dollar were both at fault and it was obvious they simply do not care about their customer. They stole from me, and then tried to make me look like the bad guy for their egregious and obvious error. Their lack of accountability and sheer unprofessional behavior drove me to continue pushing the matter. My initial escalation in this matter started at the beginning of January 2020. It is mid-June and it is just being resolved now. It has taken 2 months of escalations to come to a resolution, after me getting nowhere by myself for 4 months. It is a long saga that I am happy is now over. Will I ever fly United again, or book with Dollar UA? Absolutely not, and as a consumer reading this, I hope you don’t either. Their unprofessionalism and lack of customer service (while they operate in a customer service industry) is simply shocking. I have no more words to describe the unsightly behavior I witnessed by United and Dollar UA representatives. They should be ashamed of their behavior and I hope one day they can learn a hard lesson that devaluing and manipulating the customer is not an okay option.