Action 9 uncovers state investigation of rental cars

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ORLANDO, Fla. - Hundreds of customers claim a big rental car company hit them with insurance charges they didn't want.

So many consumers complained, the state attorney general now wants answers.

Dr. Allen Friedman said he always refuses rental car insurance because he's already covered. So what happened at Dollar Rent a Car left him ready for a fight.

"This is not what I asked for and I will not let it go," said Friedman.

His final bill included a $215 insurance charge and he said Dollar would not remove it.

Friedman said he could not believe it.

"Something just isn't right here," he said.

Action 9 searched BBB complaints nationwide and checked with the Florida Attorney General to uncover hundreds of consumers who claim the same thing happened to them.

Dollar had more complaints than other rental companies.

At least 30 of the complaints were from customers at Orlando International Airport, including Daniel Ringleben.

"I will never use them again," said Ringleben.

Many consumers said Dollar's electronic tablet was hard to read and they assumed they declined coverage. It's not just small screens but tiny print. The printout receipt takes very sharp eyesight to see.

Jamal Powell had worked at Dollar's Tampa office handling customer service and says every day angry customers claimed they were burned for extra fees.

"If you get 40 or 50 customers a week you can' put it past some employees doing that," said Powell.

Allen Friedman sued Dollar in Colorado, and in Florida the attorney general is investigating the company for unfair and deceptive trade.

The company said it could not comment on pending litigation but denies allegations that it sells products customers don't want and said it will defend itself vigorously.

We had a volunteer rent a Dollar car. She who declined insurance and she was not charged.

Most personal car insurance covers rentals. Just check with your agent before you travel.