Dollar - Oakland International Airport Information, Car hire Instructions & Policies

Waited for a while, but the service was good

First time picking up the car in Auckland, they aggressively pushed for insurance, asking us to add $400 for full coverage. After consulting with other car rental companies' Chinese customer service and our rental company's customer service, it was clear that this insurance was unnecessary. Very dissatisfied. When our car was broken into and items were stolen in San Francisco, we contacted the customer service of the rental company and Dollar, and were told to go to San Francisco airport to exchange the car. After driving for two hours to the airport, we were informed that there were no replacement vehicles available, only smaller cars. We had seven suitcases, and they expected us to fit everything in a small car. When we checked the parking lot ourselves, we clearly saw cars of the same class. We went back to the counter and were told there was only a five-seat Ford SUV available. I had booked a seven-seat luxury SUV and couldn't understand why they wouldn't give us a car of the same class when there were at least seven similar vehicles in the lot. They claimed that either they had no keys or were already reserved. I asked why I, as a pre-booked customer who arrived first, couldn't get one. The manager was called over, mumbled something, but kept insisting they could only offer a Nissan Armada or the Ford. Otherwise, we had to leave in the damaged car. After two hours, it was already dark, so we reluctantly took the bigger Nissan and left. I requested to swap the car in Las Vegas, but the store there refused, stating that they had already made an exchange and couldn't do anything further. This experience was utterly ridiculous! I am demanding compensation! They must compensate!