Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,202 total complaints in the last 3 years.
1,728 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation with Hertz on Jan 8, 2025. It was for a rental car at Bozeman Airport for Sept 11-22, 2025. They quoted me $938.60 with no money down and no cancellation fee. The fee was due at time of rental. (see attached HertzJan82025reservation)
I checked my reservation a week before (Sept 4), and they told me the price was now going to be $1745.55 . There was no change to my reservation on my part.
I called and spoke to a cust service rep. They told me they would adjust the price. Then 10 minutes later I get an email stating the price is still $1745.55 and that now there would be a cancellation fee of $200. (see attached HertzSep2change)
I called 2 more times and spoke to cust service and a manager and they would not recognize my original contract.
Because of this huge increase in price, I did go ahead and cancel and they charged me $200. (note, I did see them advertise on Priceline for $1350 for the same reservation while looking for a new reservation with a different company)
I have been a gold member with Hertz for over 25 years. I cannot believe this is how they treated me.
I would like to be credited the $200.
Business Response
Date: 09/29/2025
BBB Case #: ********
RR# or Res#: ***********

This is in response to Terry D*******.

Upon review of our records, your reservation was made using a contract rate. Please note that contract rates are not guaranteed and may be subject to change. However, as long as no modifications are made to the reservation, the location will honor the rate originally reserved.
As part of our resolution, we have issued a refund for the $200.00 cancellation fee. Please allow 5–7 business days for the refund to reflect on your account.
We sincerely apologize for any misunderstanding or inconvenience this may have caused and appreciate the opportunity to assist.

Thank you for contacting us.
Customer Answer
Date: 09/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Terry B****
Initial Complaint
Date:09/22/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our negotiated contract with Hertz allows a one way rental without any drop fees pending the charge of mileage in certain circumstances. This was not honored and I was erroneously charged a drop fee of $225.00 when the quoted amount was substantially lower (see attached). Furthermore the mileage that was checked in on the reservation was more than the actual driven amount.
Business Response
Date: 09/29/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to a query made by Reid K******. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused by the additional charges billed on your rental. The Hertz location in Manhattan is an independently owned and operated licensee franchise location. As such, the licensee owner processes their own billing and invoicing. Additionally, the licensee owner purchases, insures and maintains their own vehicle fleet and must arrange for recovery of their vehicles to their location specifically if returned one-way. Although many Hertz licensees participate in our
national pricing policies and promotions, some do not. Such was the case on this rental. All national advertising notes this, and the
rates for these locations are accessible to our customers through our worldwide
reservation system.
Our records show your reservation was booked for pick-up and return to the same location. A one-way rental is typically more expensive
than a local rental because of the additional costs to handle.  We not only experience the cost of transporting
these vehicles back to their owning location, but we also lose the opportunity
for potential rental revenue while the vehicle is idle and in transit.
The charges have been thoroughly reviewed and are valid based on the above information. We regret any misunderstanding caused.
Customer Answer
Date: 10/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Any chance could the local rental company mind sending a receipt for the updated contract for expense purposes.

Sincerely,

Reid K******
Initial Complaint
Date:09/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a 1 day rental with Hertz (to drive from San Francisco to Sacramento only) and was told my total will be $ 349. I rented from them just a month before to drive the opposite way and only paid $150.
They charges my credit card on August 3, $639.21 for just a one day rental, which is unheard of amount??? in 2 separate charges of $289.83 and $349.38
In the receipt they call my money "voucher", which is vwry misleading.
My rewards activity record also clearly shows my charges that day were $349.38, for which I got only 353 points..
Hertrz owes me $289.83
They lie, they mislead, they give false advertisements and use predatory practices.
I called them many time, they hang up every time when hear about money.
Their online form gives an "error", see attached.
Business Response
Date: 09/22/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to a query made by Vitaliy Z*******. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the charges billed for your recent rental with Hertz in San Francisco. Our records confirm at the time of booking, a prepaid rate was selected and the rental day was prepaid for in the amount of $289.83 which shows as a "voucher" on your final invoice/rental agreement. At the time of reservation we show you opted into the Loss Damage Waiver (LDW) coverage at a rate of $41.99/day plus applicable taxes and fees. At the rental counter, we show additional services were added to your contract which include: Premium Emergency Roadside Services (PERS) for $9.99/day, Personal Accident Insurance (PAIPEC) for $6.02/day, Liability Insurance Supplement (LIS) for $12.95/day as well as a vehicle upgrade for $150.00/day.
The vehicle upgrade is due to the fact at the time of booking, a Class A6 - Managers Special was selected. Booking this car class will have a special set
discounted rate. The renting location manager will advise and issue whatever
car class/model they have most available. When reserving this class, there are
no vehicle preferences allowed. As such, customers should not book this class
if they have a specific number of passengers or specific amount of room needed. We show at the rental counter, a request for an upgrade into a Class K6 was made.
Additionally, at the time of return, we show the vehicle was returned with less than a full tank of fuel which resulted in a Fuel & Service Charge (FSC) in the amount of $65.52. We have attached copies of your Signed Rental Agreement (SRA), prepaid invoice and final invoice which will show a breakdown of these charges. Based on the documentation and our records, the charges billed are valid.
Initial Complaint
Date:09/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 24, 2025, I visited Hertz.com to reserve a rental car for the dates of 7/31-8/4. There was a Pay Now and Save option and a Book Now and Pay Later option. I selected the Pay Now and Save option which showed a total (not subtotal) of $187.03. After agreeing to pay $187.03, I was presented with a confirmation page which I printed (see attached). The amount charged to my credit card was $203.48. Both of the options shown on the website included taxes and fees. While I do not have a screenshot of the Book Now and Pay Later price that was listed on the web page, in addition to the Pay Now and Save option for $187.03, I recall the Book Now and Pay Later option being two hundred something. I also recall a timer on the screen indicating the best rate was being held and I could see the time counting down. I confirmed the reservation before the time expired. I contacted Hertz customer relations/billing and spoke with “Akedm” on August 5, 2025. “Akedm” did not do anything to resolve the issue so I requested to speak with a supervisor. He indicated that there were no supervisors available, but would have one give me a call back. When I asked where the corporate headquarters was located, “Akedm” provided me with an address of 1545 Brittain Road in Akron, Ohio. A quick search of this address showed it was a Hertz rental location, not the corporate headquarters. I proceeded to ask “Akedm” where he got this information to which he responded this is what it says on his end.
Business Response
Date: 09/11/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to a query made by Ryan N*****. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration or confusion caused by the rate billed on your rental. Based on our records, the reservation shows as booked at a base rate of $47.99/day with a 3% discount plus applicable taxes/fees for a total estimated charge of $203.48. We have no record of the rate of $187.03 being applied to this reservation. However, based on the documentation provided, we will provide an adjustment of the charges billed as a gesture of customer service. Please allow up to 5-7 business days for the funds to show on your billing statement. Rest assured, this is being addressed internally to identify where the error occurred.
Customer Answer
Date: 09/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Ryan N*****
Initial Complaint
Date:08/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
promised credit to our cc from Hertz for gas to total of $27.92 since July 25, 2025. After multiple contacts with Hertz customer service and told to wait 3-5 days for the credit, we still do not have it.
See attached documentation with more detail. No advertising was involved.
Business Response
Date: 08/29/2025
BBB Complaint : ********
Rental Record : *********

Thank you for contacting us. We appreciate the opportunity to review your concerns.

We sincerely apologize for any inconvenience this may have caused.
After reviewing our records, we can confirm the following refunds have been processed to your account:

$9.49 on July 25, 2025
$9.49 on August 19, 2025
$18.40 on August 27, 2025

These refunds total $37.38.

Please allow up to 7 business days for the most recent refund (processed on August 27) to appear on your account. If you do not see the credit after this time, we recommend reaching out to your financial institution for further assistance.

Thank you again for bringing this to our attention. We appreciate your patience and understanding.
Initial Complaint
Date:08/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is in reference to ************* Case Number ******** and ********************** Number L3011480618. I rented a vehicle through Lyfts Express Drive program, partnered with Hertz. Last week, my Lyft account was placed on hold, preventing me from giving rides. Lyft instructed me to schedule a return, which I did, and I returned the vehicle to Hertz on August 19, 2025.Despite this:1.I was billed for a week I had already paid for but was unable to drive because my account was on ******** am continuing to be billed for a car that Hertz has been in possession of since August 19, 2025.I have documentation confirming all of this, including proof of payment through both my Lyft billing history and my bank statement, as well as account hold notifications from Lyft and the return confirmation.Resolution Requested:I am seeking a refund or adjustment for:The week I was unable to drive due to the account hold, which I had already paid for.Any ongoing charges for the vehicle after August 19, 2025, when it was returned.I request that Hertz acknowledge these charges as incorrect and make the appropriate adjustments.Ive provided Lyfts billing history that shows the balance remaining as $248 as all the other portions were covered. I also have the incoming message telling me to return the car, and the date they provided me using their online portal. Further more several dates I am billed for were already previously paid for and the billing continued on after the vehicle was back in their possession. I also have bank statements that confirm all the billing occurrences Lyft has noted.
Business Response
Date: 08/27/2025
Complaint ID: ********
********************** RR#: 119580020
This correspondence is being sent in response to a query made by ****** ********. Thank you for allowing us the opportunity to review your concerns.

Thank you for reaching out regarding your recent rental experience through Lyfts Express Drive program in partnership with Hertz. We appreciate the detailed documentation youve provided and the opportunity to review your concerns.
After a thorough investigation, including feedback from the rental location, wed like to share the following findings:
* Our records indicate that although you submitted a request to return the vehicle prior to leaving town, the vehicle remained at your residence for over a week and was not picked up during that time.
* When you visited the location to discuss the matter, it was confirmed that no tow request had been logged in our system (ERS), and you were unable to provide a case number to verify the request.
* Because the vehicle remained in your possession until it was physically returned on August 19, 2025, billing continued in accordance with the rental agreement. Charges are assessed based on possession and return confirmation, not on the intent to return or submit a tow request.
* Additionally, there was no recorded activity on the rental between August 68, which further supports the conclusion that the vehicle was not in active use or returned during that period.
We understand this situation may be frustrating, especially given the hold placed on your Lyft account. However, based on the information available and the absence of a confirmed tow request, the charges incurred during this time are considered valid.
If you have additional documentation that may support your claimsuch as a tow confirmation or case numberwed be happy to re-review your case. Otherwise, we regret that we are unable to honor the refund request at this time.

Customer Answer
Date: 08/27/2025

Complaint: 23780979

I am rejecting this response because:
Dear BBB and Hertz Executive Team,

Thank you for your response. I must clarify that the points raised in Hertzs reply are not relevant to my complaint.

There was never any tow request or leaving town scenario. The vehicle was returned according to Hertzs instructions, and the return date was established through Hertzs own system. I have screenshots confirming that I followed the return scheduling prompts exactly as instructed.
My complaint is about billing errors, specifically:

Duplicate charges for the week of August 714, 2025, which I already paid through Lyft (as documented in Lyft billing history and my bank statements).
Charges after the vehicle was returned on August 19, 2025, which are invalid because Hertz had possession of the car. I have over half a dozen responses where Hertz refuses to acknowledge the duplicate billing even after requesting and receiving proof of the charges.

The correct total due for this rental is $248. I am again requesting that the billing be corrected to remove:

The week already paid through Lyft
Any charges after the vehicle was returned

Hertz has all the documentation necessary to see this error. The continued billing beyond these points is inaccurate and has created unnecessary frustration and financial hardship. I respectfully request immediate correction of my account and a written confirmation that the matter has been resolved.

Sincerely,

****** ********
Business Response
Date: 08/28/2025
BBB Case 23780979
RR No: 119580020

This is a response to ****** ********,

I appreciate this is not the response you were anticipating; however, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. The Hertz Executive team is empowered to assist all customers on behalf of our senior leadership team and does its best to ensure all inquiries/concerns are thoroughly reviewed and researched for an accurate outcome. Please be informed that adjustments, credits, and refunds are based on documented information, which, in this case, did not support compensation. Although this resolution is not what you prefer, I hope you will understand our position on this matter.

Thank you for contacting us.
Customer Answer
Date: 08/28/2025

Complaint: 23780979

I am rejecting this response because:
I cannot nor should I be expected to pay for the same time period twice. Charging a customer in duplicate and refusing to correct it is tantamount to fraud.

Sincerely,

****** ********
Initial Complaint
Date:08/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding Hertzs repeated and unjust attempts to hold me responsible for vehicle damage that I did not cause. Despite providing clear evidence that the vehicle was returned in good condition, Hertz continues to pursue me for payment, which I consider harassment.On the morning of July 4, 2025, I returned my rental vehicle to Hertzs *******, ****** branch. At the time of return, Hertz employee Mr. ******* personally inspected the vehicle in my presence. He confirmed that there was no damage and issued me a receipt reflecting the same. This document, issued by Hertz itself, is proof that the vehicle was accepted in good condition when returned.Later that evening, I unexpectedly received an incident/damage report from Hertz. Confused, I immediately sent an email to Mr. ******* asking why I had received such a report when the vehicle was returned in good condition and had already been cleared. To date, Mr. ******* has never responded to my email. I have not spoken with him or any other Hertz representative in person about this matter.Despite this, Ms. ******* ********* from Hertz continues to demand payment and has gone so far as to claim that I am responsible under their contract, effectively creating a false and fabricated narrative to justify holding me accountable. Their refusal to acknowledge their own employees inspection and clearance undermines the credibility of their process and unfairly shifts liability onto **** am a Hertz Gold Member for over 25 years and have never experienced such treatment. I respectfully request the Better Business Bureaus assistance in ensuring that Hertz closes this baseless claim and ceases all further harassment for damage that I am not responsible for.Sincerely,******* *******
Business Response
Date: 08/22/2025
Complaint ID: ********
********************** RR#: 935235560
This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns.
We understand you are concerned about the damages being billed on your recent rental in ******** Upon receipt of your inquiry, we immediately reached out to our General Manager over the branch as well as our Subrogation team for their further review and assistance. Based on their investigation of the matter, the damage claim is valid.
All Hertz vehicles undergo a strict pre and post rental inspection. During the pre-rental inspection, which took, place on 06/30 before the rental was released under your contract, no damages were found on the vehicle. However, at the time of your return on 07/04/25, new damages were noted on the left rear bumper. Please find attached the pre-rental and post-rental vehicle photos showing the new damage. Additionally, we have attached your Signed Rental Agreement (SRA) which outlines the customers responsibility for any damages or loss occurred duing the time in which the vehicle is in their possession.
Further, our records show that you were contacted and notified of these damages via phone conversation at which time you acknowledged the damages. For assistance with this claim, please follow up with our ESIS team directly at ************.
Customer Answer
Date: 08/22/2025

Complaint: 23778381

I am rejecting this response because:
As I mentioned earlier, on the morning of July 4, 2025, I returned my rental vehicle to Hertzs *******, ****** branch. At the time of return, Hertz employee Mr. ******* personally inspected the vehicle in my presence. He confirmed that there was no damage and issued me a receipt reflecting the same. This document, issued by Hertz itself, is proof that the vehicle was accepted in good condition when returned.

Later that evening, I unexpectedly received an incident/damage report from Hertz. Confused, I immediately sent an email to Mr. ******* asking why I had received such a report when the vehicle was returned in good condition and had already been cleared. To date, Mr. ******* has NEVER RESPONDED to my email. I HAVE NOT SPOKEN with him or any other Hertz representative in person about this matter and HAVE NEVER ACKNOWLEDGED that I caused the damage as I have not. That is a BASELESS, FALSE, AND FABRICATED narrative. The post pictures you attached were taken later in the day when Hertz had possession of the vehicle since morning. How can you guarantee that the damage was not caused in your possession, after I returned the vehicle in good condition?

Sincerely,

******* *******
Business Response
Date: 08/26/2025
BBB Complaint ID: ********
Rental Agreement No: 935235560
Thank you for your response. We appreciate the opportunity to review your concerns regarding the above-referenced rental agreement.
After a thorough review of your documents and consultation with our Damage Claims team, we have confirmed that the damage claim is valid. For your reference, all supporting documents have previously been shared and remain available for your records.
For further assistance with this claim, we kindly ask that you contact our claims administrator, ESIS, directly at ************. They will be able to provide detailed support and guidance regarding the next steps.
We understand this may not be the outcome you were hoping for, and we sincerely regret any inconvenience this may cause. Nonetheless, we hope you will understand and respect our position on this matter.
Kind regards

Customer Answer
Date: 08/27/2025

Complaint: 23778381

I am rejecting this response because:
As I have mentioned many times before I have not caused any damage and am not responsible for it. The car was returned in the same condition I rented it and it was checked by and confirmed by Hertz employee, Mr. *********************************************** *******
Initial Complaint
Date:08/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did a car rental through *************, they sent me a confirmation with the total due at the time of turn in of the car, which clearly shows $651.38. When the car was turned in, which was earlier than what I noted on the rental agreement, they then sent me a receipt. It showed that they billed my credit card $886.59. Along with an incorrect turn in time. I filed a dispute with my credit card company showing documentation of the rental agreement. Hertz, I have called the customer service center twice about this. Calling Saturday August 9th Ref #********. They stated that a credit would be issued. No credit was issued. I then called Tuesday August 12th Ref#********, they said it would be escalated so that I can receive the credit. Again, no credit was issued. She also stated that I needed to send documentation, so I emailed Hertz customer service the picture showing the total from *************, which clearly showed the $651.38. The reference # is ********. I clearly have all documentation and it should be $651.38.I am asking for a credit back to my credit card.Pricline rental agreement K98440504C6
Business Response
Date: 08/22/2025
BBB Complaint: #********
Rental Record: *********

After reviewing your inquiry, we contacted our management team in ***********, ID for further clarification. They confirmed that your rental rate of $651.38 was honored for the scheduled 8-day rental. However, this rate did not include applicable taxes and fees, which are outlined below:

******************* Concession Fee: $80.43

State Tax: $50.18

Contract Facility Charge (CFC): $32.00

Please note that the City requires all car rental companies to collect the **** In certain states or cities, local renters may be exempt. A local renter is defined as someone who did not arrive by air within 24 hours of the rental and has a local zip code on their drivers license.

Additionally,our records show that you added an additional driver for the week at a cost of $65.00, bringing your total to $813.99.

Based on this information, all charges appear to be valid, and we respectfully decline your request for a refund.

We understand this may not be the outcome you were hoping for, and we truly regret any inconvenience caused. Thank you for your patience as we worked to address your concerns.
Customer Answer
Date: 08/22/2025

Complaint: 23740374

I am rejecting this response because:
There was only one driver and I was under a contract with Priceline and it clearly states the amount that I would owe on the contract. Also comparing the invoice, there are charges on there that have no description of what they are.

Sincerely,

******* *******
Business Response
Date: 08/25/2025
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to ******* *******.
Please find attached a copy of your rental invoice for your review and record. This document was provided by the licensee owners in ***********. As previously advised, the charges are considered valid and correct. We apologize for any confusion or frustration this may have caused.
Customer Answer
Date: 08/25/2025

Complaint: 23740374

I am rejecting this response because: The main contract is through Priceline and it clearly states the amount to at the time of turn in. I have contacted my credit card company and filed a dispute between what you charged and what the contract through Priceline is. Again. There was only one driver, not two. I will keep disputing the extra charge. The Priceline contract is what should be honored.

Sincerely,

******* *******
Business Response
Date: 08/27/2025
BBB Case 23740374
RR No: *********

This is a response to ******* *******,

I apologize for any confusion. Please note that the prepayment with Priceline does not include any additional services received at pickup. In this instance, an additional driver was added at pickup resulting in an additional charge of $65.00 and associated increase in taxes and fees. The booked rate and taxes were paid and honored as reserved; however, the prepayment did not cover this add-on and its taxes. While I regret this is not the desired outcome, I hope you will understand our position in this matter.

Thank you for contacting us.
Initial Complaint
Date:08/11/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a rental for mid-sized SUV with car seat rental on 5/23 in Bordeaux France through Hertz.com for my family for 433.12 (Prepay of 378.28, Booking #***********). I prepaid the rental, and per Hertz policy the reservation and rental are held to the end of the business day. When I arrived Hertz had rented the car I reserved, cancelled my reservation, and refused to honor the rate to rent a new car. I was charged a significantly higher rate to rent a compact car, a MINI, nor was I refunded for the deposit. The New booking was ***********, and I was charged $780.75 of which $356.40 was charged by Hertz France, and 424.35 was charged by 'Hertz Rental Car' - See attached CC statements. I was therefore out of pocket $1,159.03 to rent the compact car, after having booked an SUV for $433.12

We were on a 2 week vacation, the luggage couldn't fit without being piled on laps/around children's car seat, and we were meant to take day trip excursions with grandma, which we had to cancel because we could not fit 3 adults and 2 toddlers in car seats in the car. It was wholly inadequate for our needs.

I initially called Hertz 7/14 and got no where with customer service. I called back to the number listed on the BBB website and on 7/15 and was promised a full refund of all Hertz rental charges, and a request for refund for 'Hertz France' charges.

I have since only received a partial refund: 378.28 for the prepaid deposit from 'Hertz rental car', and 319.08 from 'Hertz France.' When totaled, I was still charge more for renting Compact car, smaller than what I had booked.

Subsequent emails with Hertz customer service yielded nothing. I called back to customer service on 7/29 and spoke with Oscar. He again confirmed Hertz's error, apologized for all the time spent trying to resolve this and said an additional partial refund had been made on 7/18 and that the balance would be refunded on 7/29. To date (8/11/25) I have not received any additional refunds.
Business Response
Date: 08/21/2025
COMPLAINT ID: ********
RR: *********

Thank you for your patience as we reviewed your concerns regarding your rental experience in Bordeaux, France.
We sincerely apologize for the inconvenience you encountered. A review of our records indicates the following refunds were issued to your credit card by our Customer Service team.

€276.00 EUR on July 15, 2025
$424.35 USD on August 15, 2025
€28.20 EUR on August 19, 2025

Please allow up to seven business days for the amounts to reflect on your account, depending on your financial institution.
We understand how disruptive this situation was and appreciate the time you've taken to bring it to our attention.

Customer Answer
Date: 08/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you to the Better Business Bureau.

Sincerely,

Ollie Z********
Initial Complaint
Date:08/09/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
rental record number is 115635505 and it was for a GMC Terrain 2025

Today I learned that the car was in a repossession status when I called in, after I noticed the theft lock was activated when I tried to use the vehicle 8/8/2025. I talked to “on star” as well as hertz customer service, and the exact hertz location I picked up from, so that I can clear up any issues and extend. At that moment I was told that the car had to be returned immediately to be closed out. I inquired about them unlocking the car so I can drop it off myself as opposed to having to call a tow truck, or hertz having to call and I accrue more charges. I also assured customer service, as well as the branch that I would have the car back today by whatever means I had to. To close out the contract and reserve another rental to pick up.

I left for work for a couple hours to find my friend that tows for cheap, only to come back to the car being gone with all my belongings in it. I NEVER received a call, email, text message, etc about the status of the rental, because if I did, I would’ve handled it before it ever got to this point. Also being a black man riding around, unbeknownst to me, in a vehicle that had been unnecessarily reported stolen or something along those lines is life threatening. If I would have gotten any kind of communication that I needed to bring it back or couldn’t extend prior to today, the car would have been returned without incident.

Nonetheless I had some expensive and personal items that I need back immediately. The car was taken before I had a chance to remove my things or return it myself the same day, like I said I would. I expect my things in a timely matter. this is a list of what was in the car

1. Cartier Sunglasses w/ white Buffalo tusk arms $3000
2. New Nike Air Force Ones in the box $140 size 10 1/2
3. Versace Eros Cologne $150 3.4L
4. Mail and personal papers/bank correspondence letters (Navy federal and more)
5. Miscellaneous items $120 (medical in jar)
Business Response
Date: 08/13/2025
BBB Complaint: #23723004
Rental Record : 115635505

Thank you for contacting us. We appreciate the opportunity to review your concerns.

Please accept our sincere apologies for the frustration this situation has caused.

Upon receiving your inquiry, we contacted both our Marietta, GA management team and our Vehicle Control team for clarification. It was confirmed that your rental was scheduled from July 23 to July 24, 2025, but the vehicle was neither extended nor returned to the branch. Our Vehicle Control team made several attempts to reach you regarding the rental status; however, the phone number on file was found to belong to someone else, and no email address was listed. As a result, a repossession vendor was engaged on August 8, 2025.

Regarding your personal belongings, the Marietta team advised that once the vehicle was recovered from the tow yard, only a box of shoes was found inside. To proceed with retrieving your item, please submit a Lost & Found ticket by following this link : lostreturns.com/index.php?page=Partners.BrandVideoLayout&Key=e78293330ea99e112f4d4ee1edc45153733cc650

Once your claim is submitted, kindly reply back in your BBB complaint with the lost and found claim number you are assigned so that we may have a member of our Lost & Found team contact you to schedule a pickup date and time.

Business Response
Date: 08/18/2025
BBB Complaint ID: 23723004
RR: 115635505
Thank you for contacting us. We appreciate the opportunity to review your concerns.
We have notified our Lost and Found team regarding the forms you previously submitted and have requested that they contact you directly to schedule an appointment for retrieving your shoes. After a thorough review with management, we can confirm that no additional items were found in the vehicle or are in Hertz’s possession. While we understand this is not the out come you were anticipating, We hope you will respect our position on this matter.

Kind regards
Customer Answer
Date: 08/18/2025

Complaint: 23723004

I am rejecting this response because:

MY ITEMS WERE IN THE VEHICLE!!!! How could you have the shoes and not the rest of my belongings? My glasses, my cologne, my mail with my personal information, my medications? But just the shoes were found?!!!! I need to be compensated for my things and I’ve already contacted legal representation at this point. You will NOT get away with this. I will not let my hard earned money go to waste because of this companies blunders. I will not let the dangerous situation that Hertz put me in go unnoticed. I tried to let this company show some ethics but I’m done with the back and forth, this response is an insult to me, as if my belongings were not in the vehicle but only found one of the things listed. I’m contacting my lawyer and yes I want my ****** shoes back like I want the rest of my ****!!!!

Sincerely,

Terrell Northington

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