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

7,171 total complaints in the last 3 years.
2,054 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:06/06/2025
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 rented a car from the STL Lambert airport location on March 9th 2025. The car experienced hail damage on March 14th due to bad storms passing through the area. On March 16th, when the car was returned, the hail damage was reported in a Vehicle Incident Report (VIR; see attached document). After the VIR was completed, the individual aiding me noted that I had a loss damage waiver since I had rented the car from Hertz through AAA (this is one of the benefits included when renting through AAA; up to $5000 in financial coverage in case of damage). Evidence of the LDW is in the receipt I received on March 16th after returning the car (see attachment) as well as the VIR (see attachment in the insurance section).

On June 2nd, I received an email out of the blue from a Damon Greenwood, an employee with the Hertz Damage Recovery team stating that Hertz had not received information from my insurance company to process the claim (see attachment). However, I never filed a claim because I had the LDW. At the time I returned the car, I was told nothing more was needed from me. He has since contacted me again stating that I did file a claim (not sure how they would know that) and that I need to give them my insurance information. I reminded him that I never filed a claim and that the copy of the VIR he sent even states that I had the LDW to cover the cost of damage to the vehicle ($735; see attachment). That was a few days ago and I haven't heard anything from them since. Any time I try to call to resolve this issue with Hertz, I am constantly getting the run around. The last time I called, I was told someone named Jimmy S****** was now handling my case. The phone number they gave to me to call is *************. Many people have reported this number as some sort of scam. Given all the information I have currently and my difficulty dealing with Hertz, I feel that I have no options left but to contact the BBB.

Thank you for you help in this manner.

Sincerely,
**** ***********
Business Response
Date: 06/11/2025
Complaint ID: ******** *
RR: *********

Thank you for contacting us.
We appreciate the opportunity to review your concerns regarding the damage charges associated with your recent rental.
Upon receiving your inquiry, we promptly escalated the matter to our Claims Management team for further review. We have since received confirmation that a member of our claims team will reach out to you directly to assist with this issue.

Thank you again for contacting us.
Customer Answer
Date: 06/17/2025

Complaint: ********

I am rejecting this response because: Nobody from the claims team at Hertz has reached out to me. It has been 3 full business days since this message was sent, and I have not received any communication from Hertz.

Sincerely,

**** ***********
Business Response
Date: 06/18/2025
COMPLAINT ID: 23433661
RR:*********

Thank you for contacting us.

Upon reviewing our records, we note that on June 10, 2025, the Claims Department Manager attempted to contact you via telephone and left a voicemail requesting a return call. A follow-up email was also sent on the same day.
A subsequent attempt to reach you was made on June 17, during which another voicemail was left, and an additional email was sent.
To ensure timely assistance with this matter, we kindly request that you respond directly to the Claims Department at your earliest convenience.

Thank you again for contacting us.

Customer Answer
Date: 06/18/2025

Complaint: ********

I am rejecting this response because: The number that called me was ************. Caller ID lists it as Hertz DRU. That is not the Hertz Claims department. The available numbers for that department and related departments are 1-************ (First Loss of Notice), 1-************ (Hertz Claim Management Corporation), and 1-************ (Hertz Car Accident Auto Claim Help). I have not received any communication specifically from the Hertz Claims department or any of those other departments. Additionally, yesterday, I received in the mail a letter regarding this incident signed by a Brittany S******* (I will upload the letter later today when I have it in front of me). She does not appear to be an employee of Hertz but an employee at First Financial Assessment Management (a debt collection company based in Peachtree Corners Georgia), even though she apparently has a Hertz email address. Additionally, the PO box listed in the letter is PO Box 1113 Charlotte, NC 28201. This PO box is associated with Jefferson Capital Systems (another debt collection company). In the letter, they state that I did not have an LDW, however the receipt and VIR I initially attached to this communication (via the BBB website) clearly state that I did. I rented the car through AAA, one of the benefits being the LDW up to $5000 (see attachment). It also said in the letter that an invoice and method of payment document was included. Neither of those things were included. I have not been provided any sort of itemized receipt stating the repairs were conducted. Also, I still have not received any sort of answer as to why this is being dealt with so long after the VIR was filed. If I didn't have any LDW coverage, I would have had to either pay for the damage with the CC Hertz had on file or file a claim with my insurance shortly after the incident. None of this makes sense. For future contacts, please email me and make sure that someone from one of the aforementioned departments is communicating with me.

Sincerely,

**** ***********
Business Response
Date: 06/23/2025
RE:
COMPLAINT ID: ********
RR:*********
Our records indicate that on June 10, 2025, the Claims Department Manager attempted to contact you by phone and left a voicemail requesting a return call to (**** ********. A follow-up email was also sent that day.
A second attempt was made on June 17, during which another voicemail was left and an additional email was sent. To ensure timely resolution of this matter, please contact the Claims Department at your earliest convenience.

Customer Answer
Date: 06/24/2025

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.
On June 19th, I was able to find and respond to an email from Whitney Christian, a manager with the damage recovery team, who I assume is a member of the claims department. I am in contact with them now and will be communicating with them via email moving forward.

Sincerely,

**** ***********
Initial Complaint
Date:06/05/2025
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.
On May 27, 2025, I returned my rental vehicle to the Hertz location. Before I left the return center, I received a text message from Hertz stating that damage had been found and that a fee would apply. According to the report, the alleged “damage” was identified by the UVeye automated inspection system (see attached images: Hertz1 and Hertz2).
I immediately returned to the lot, located the vehicle, and carefully inspected it myself. I found no visible damage. A Hertz manager on site, who introduced herself as “Coco,” also examined the car with me and confirmed there was no visible damage.
At Coco’s request, a Hertz staff member joined the inspection. After several minutes, he pointed out a tiny white dot on the car's surface, which he then wiped off with his clothing, after which the mark disappeared completely (see image: IMG_3205). Coco advised me to file a dispute and mentioned that similar complaints regarding UVeye results had occurred at this return location.
The alleged dent cited in the report and images is extremely subtle, likely smaller than a dime, and appears to be visible only under UVeye’s high-contrast scanning technology. It is not discernible to the naked eye during a typical walk-around inspection. There is no cracked paint, sharp crease, or visible deformation.
Per Hertz’s own published Definition of Damage (*************************************************************), chargeable damage includes dents over 20mm in diameter or those with paint penetration or multiple occurrences. The issue in question clearly does not meet this threshold.
I have since attempted to resolve this matter directly with Hertz through multiple channels, including Twitter, email, phone, and text message, but have received no response to date.
Requested Resolution:
• Full removal of the alleged damage claim from my account.
• Reversal of any associated charges or fees.
• Written confirmation of claim closure from Hertz.
Business Response
Date: 06/10/2025

BBB Complaint : ********
Rental Records : *********

Thank you for reaching out to
us. We appreciate the opportunity to address your concerns.

We sincerely apologize for
any inconvenience or frustration this situation may have caused. Upon receiving
your inquiry, we immediately contacted both our Claims Management team and our
local management team in Atlanta, GA. After a thorough review, we confirmed
that no additional charges or damage claims were filed in connection with your
rental. We understand how misunderstandings like this can be upsetting, and we
truly regret any confusion. As a gesture of our apology, we’ve added 950 points
to your Hertz Gold Plus Rewards account.

We value your loyalty as a
President’s Circle member and look forward to the opportunity to serve you
again in the future.
Customer Answer
Date: 06/12/2025

Complaint: ********

I’d like to thank Hertz for their response and for confirming that no additional charges or damage claims were filed in connection with my recent rental. I also appreciate the goodwill gesture of adding 950 Hertz Gold Plus Rewards points to my account.

However, despite this confirmation, the claim record associated with my rental still appears to be active and unresolved in Hertz’s UVeye system. As of June 12, 2025, the following link provided by Hertz:
*******************************
continues to request a payment of $195 by June 24 and includes language threatening incremental fees and collection costs, including legal fees.

This inconsistency is concerning, particularly since Hertz has confirmed that no such claim exists. If this record were to be forwarded to a collections agency, it could cause significant and unjustified damage to my credit record.

I do not consider this issue resolved unless Hertz takes immediate action to fully clear and close the erroneous claim record associated with my rental.

Sincerely,

******* ***
Business Response
Date: 06/13/2025
BBB Complaint: ********
Rental Record : *********

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

Our claims management team has confirmed that your claim was closed as of Tuesday, June 10, 2025. The UVEye link provided will remain active for 90 days for review purposes only.
We understand how important accuracy is to you. Please rest assured that this claim has been fully resolved, and no additional charges will be incurred in relation to this matter.

Thank you again for allowing us to review this issue in full.
Customer Answer
Date: 06/16/2025

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,

******* ***
Initial Complaint
Date:05/28/2025
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.
On 5/22/25 at 6:45 PM I arrived at the Hertz Daytona Airport location to pick up my rental. I was advised by the counter agent that because I do not have a Real ID on my valid CT Drivers License, I was not able to rent, or drive, in Florida. She then handed me a piece of paper that says CT drivers with a "DO - drive only license", cannot rent or drive a car in Florida. I told her I do not have a DO - drive only class, but a valid, non DO class which can be used anywhere (please see attached). I even presented her my valid US passport but she did not care. There were about six other CT renters arguing the same point, all being turned away. This all fell on deaf ears and I had to spend the rest of my holiday using Uber and Lyft at a considerable cost and inconvenience.

The issue is that Hertz is not adhering to the FLHSMV guidelines for CT license holders and is denying all valid, non drive only class CT drivers that do not hold a Real ID on their license.

I would like an explanation as to why this location is in non-compliance and caused me a major inconvenience and made my vacation miserable.
Business Response
Date: 06/09/2025
Complaint id: ********
RES: ***********

Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced during your recent visit to our Daytona, Florida location.
Upon review, we confirm that the driver's license you presented is valid and should have been accepted in accordance with Hertz policy.

We take pride in providing excellent customer service, and we regret that we fell short in this instance. Your experience has been shared with the General Manager of the Daytona location to address additional training with our staff.

We are deeply sorry for your experience and as a gesture of our apology, have added 2,850 Gold Plus Reward points to your account—equivalent to three free standard rental days. To ensure these points do not expire, please use your Gold number for a rental within the next 180 days.

Thank you again for giving us the opportunity to address this matter. We value your business and look forward to serving you better in the future.

Customer Answer
Date: 06/09/2025

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,

******* ********
Initial Complaint
Date:04/23/2025
Type:Order 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.
see attached
Business Response
Date: 04/28/2025
BBB Complaint : ********

Thank you for contacting us. We appreciate the opportunity to review your concerns.
Unfortunately, there seems to be no file attached to your inquiry. For further review; please provide the
following information: 1. Reservation confirmation number or rental
agreement/record number. 2. Name of primary renter. 3. Beginning and ending
dates of rental. 4. Location of rental. 5. Details of your request, complaint
or issue. Once we have the updated information, we will be glad to assist you.
Customer Answer
Date: 05/30/2025

Complaint: ********

I am rejecting this response because:
Please see the attached.

Sincerely,

******* *******
Business Response
Date: 06/11/2025
COMPLAINT ID: ********
RR:*********

Thank you again for contacting us.
We sincerely regret any inconvenience you may have experienced. After reviewing our records, we show that your last completed Uber trip occurred on January 3, 2025. However, the vehicle remained in use until January 12, 2025, during which no additional Uber trips were recorded.
Based on this information, a refund is not warranted, as the vehicle was still in active use during that period.
We appreciate your understanding and thank you once again for contacting us.
Initial Complaint
Date:04/12/2025
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.
I HAVE A FEW RENTALS WITH HERTZ AND THEY ARE TRYING TO CHARGE ME AGAIN FOR THESE RENTALS I HAVE THE BANK STATEMENTS SHOWING WHERE I HAVE OVER PAYED THEM AND YET THEY AREW STILL TRYING TO CHARGE ME AGAIN I HAVE *****S FROM THEM SAYING THEY ARE SENDING MY6 DEP BACK AND THEY HAVE GIVEN ME THE DATES AND APPROVAL NUMBERS FOR THESE BUT NOTHING HAS SHOWED IN MY ACCOUNT I EVEN HAD TO PAY OUT OF MY POCKET FOR WORK DONE ON THE CAR AND THEY STILL WONT GIVE ME THAT MONEY THIS HAS BEEN GOING ON SINCE DEC 2024 I HAVE SPENT HOURS ON THE PHONE WITH THEM JUST TO BE LIOED TO EVERY TIME WHEN THEY ASK MNE FOR MY BANK STATEMENTS I SEND THEM I WILL SEND THEM WHAT THEY NEED AND THEN YET THEY SAY THEY ARE SENDING IT TO HIGHEER UP AND THEY NEVER LET ME KNOW ANYTHING EVEN TILL TODAY THEY HAVE BEEN TRYINMG TO CHARGE ME OVER ******* EVERYDAY THIS IS CRAZY WHEN I HAVE ALL THE *** THEY HAVE ASKED ME FOR WHYT CAN'T THEY SAY LOOK WE MADE A MISTAKE BECAUSE I AM ABOUT TO START LEGAL WITH THEM I HAVE ALREADY SPOKIEN TO A LAWYER ABNOUYT THIS I HAD A RENTAL THAT HAS BEEN PAID UP TILL 4/4/25 AND THEY CALLED ME AND THREATED ME AND ALL BUT YET IT WAS PAID FROM MY BANK AND I HAVE GIVEN THEM THIS PAPERWORK I EVEN HAVE THE ***** FROM HERTZ TELLING ME IT WAS PAID BUT YET THEY CALL AND TALK RUDEE TO ME AND TREAT ME LIKE IM TRASH I HAVE THESE RENTALS HERE THAT I AM DEALING WITH ********* REFUND OF ***** REFUND OF ****** ****** DEP AND THEN I PAID UP TILL THE 4/4/25 AND THEY SAID I HAVE NOT BUT I GAVE THEM THE ***** AND NOW THEY DONT TALK TO ME RENTAL ********* I WAS TOLD ON 3/26/2025B I HAD ME DEP OF ****** PROCESSED AND ALSO ****** WAS PROCCED ON THE SAME DAY I HAVE THREE DRIFF INVOPICES THREE DIFF AMOUNHT AND NOW THEY ARE SAYING I OWE THEM BUT YET I PAID $859.20 TOO MUCH RENTAL ********* THIS RENTAL WAS CHARGED TWICE ******* WAS CHARGED 2 TIMES ON TWO DIFGF CARDS AND NO DEP REFUND EITHER OF ****** RENTAL ********* NO DEP REFUND OF ******AND IT IS OVER PAID AS WELL ****** THEY OWE ME
Business Response
Date: 04/21/2025
Complaint ID: ********
********************** RR#: ********* / ********* / ********* / *********
This correspondence is being sent in response to a query made by **** *****. Thank you for allowing us the opportunity to review your concerns.
We apologize for any misunderstanding regarding the charges, deposits and refunds processed on your prior rentals with Hertz. Below is a breakdown of each rental with details of the authorization holds, final charges and any refunds that have been processed.
RR# ********* - this rental began on 03/21/25 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 04/06/25, the total charges of $1316.01 was billed and the authorization hold released at the same time. We show that you contacted our **************** team regarding the final charges billed and received a refund of $69.60 on 04/09/25 and another refund of $265.50 on 04/12/25. Attached is the updated invoice for this rental. Further credits are not warranted.
RR# ********* - this rental began on 03/14/25 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 03/21/25, the total charges of $1325.39 was billed and the authorization hold released at the same time. Of this total amount, we show that your credit card company left an unpaid amount of $894.39. With this in mind, the only funds collected from your account for this ********************** were for $431.00. In addition, we show that you contacted our **************** team regarding the charges billed and received a refund of $530.02 on 03/25/25 which was applied to the unpaid balance of $894.39. On 04/01/25, we received a chargeback dispute from your bank for $319.00. With this in mind, we show there is an outstanding balance due on this contract which must be settled. As the full amount was not billed to your credit card company, the additional credits provided were not warranted.
RR# ********* - this rental began on 12/07/24 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 02/08/25, the total charges of $1416.20 was billed and the authorization hold released at the same time. We show that you contacted our **************** team regarding this ********************** and received a refund of $266.24 on 03/10/25 and an additional refund of $200.00 on 04/03/25. Attached is the updated invoice for this rental. Further credits are not warranted.
RR# ********* - this rental began on 02/08/25 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 02/27/25, the total charges of $1182.92 was billed and the authorization hold released at the same time. Of this total amount, we show that your credit card company left an unpaid amount of $859.92. With this in mind, the only funds collected from your account for this ********************** were for $323.00. In addition, we show that you contacted our **************** team regarding the charges billed and received a refund of $266.24 on 03/03/25 which was applied to the unpaid balance of $859.92. As the full amount was not billed to your credit card company, the additional credits provided were not warranted.

All invoices for the above refenced rentals have been attached for your review and record. Please note, the authorization holds for each rental were released on the dates of return. Typically, the pending transaction will fall off of a customers statement within 5-7 business days; however, this timeline is not determined by Hertz but by the bank directly. Based on the above information, the charges for each rental have been reviewed and are valid. Due to RR#'s ********* & ********* not being paid in full at the conclusion of your rental and refunds being processed on the amounts, there are outstanding balances due on both contracts at this time.
Customer Answer
Date: 04/25/2025

Complaint: 23196642

I am rejecting this response because:
I have given your companyt all my bank records showing that the charge back was stopped per your agent named ***** and also I have given you all the posted transactions from my bank not holds but posted per my bank when we called the bank with your agent on the phone as well and as of right now one of your agents is trying to get my money back to me becasue yesterday we worked for hours on the phone and he confirmed to me there is no balance due on any of these rentals this agent name was ******* and also he is sendin all of this to the corp office to fix and return my money as well I have gotten one poayment for the oil change that i did on one rental but I have given you agents copies ofg the one where I had a flat tire and had a newborn in the car and was not able to wait four hours for a wrecker to come and get me
you have all these paers as well and alsi your agents have been tellin me in emails which I have that I have no due amount and I should have my money in 7 days which has not happened
also if I had a balancewhy did you rent to me each time that makes no sence to me and if your not getting payment how was I able to get these posted transactions from my bank which you have as well
I can send them right here but there is about 100 pages of evereything from me and my bank
and yes you charged my card and the other on thne account for $1416.20 on feb 8th 2025 and i have given you that proof as well
lets just fix this and we can go on with me using your comapny because I am a good customer and i ****** rent about 7 mopnths out of a year do you really want to loose a great customer like me over some things should of been done months ago
I have tried to reach out to the local branch as well with mo actin from them
I am sorry but I need my $1416.20 back in my account because per my bank I was charged twice and your agent even agree with me as well and have been trying to get everything fixed I am still owed for my out of pocket expence where I jhad to pay toi fix the car and you have a invoice for those as well

Sincerely,

**** *****
Business Response
Date: 05/02/2025
BBB Complaint # ********
RR # *********, *********, *********,*********

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

After a thorough review of our records, we have provided you with a breakdown of each rental, credit and authorization held in efforts to clarify your billing concerns.

Rental Record # *********
The rental dates ranged from 12/07/2024 to 2/8/2025. On 3/10/2025, customer service provided a refund in the amount of $266.24 followed by another refund in the amount of $200 on 4/4/2025.

Rental Record #*********
The rental dates ranged from 2/08/2025 02/27/2025. During this rental only a max authorization of $323 was collected from your credit card, leaving $859.92 unpaid. Per our records, we indicate you contacted customer service on 3/3/2025 at which time you were advised there was a remaining balance due in the amount of $859.92. However, on the same day customer service refunded $202.04 for an oil change.
Since you had an outstanding balance,a credit in the amount of $266.24 when to the amount owed to Hertz.
Contact was made with customer service on 3/7/2025, in which a refund was requested for an inconvenience, which you were offered 950 point and accepted.

Rental Record #*********
The rental dates ranged from 3/14/2025 3/21/2025 at which time only $431 was collected for payment, leaving an owed balance of $894.39. On 3/26/2025 an adjustment was applied to the owed balance in the amount of $530.02. 4/01/2025, a chargeback was initiated for $319 which was later reversed by the financial institution on 4/8/2025.

Rental Record #*********
The rental dates ranged from 3/21/2025 4/06/2025. Hertz was only able to collect $290, leaving $1,026.01 unpaid and owed to Hertz. On 4/09 and adjustment was made to the unpaid balance in the amount of $69 then again on 4/12/2025, in the amount of $265.50. Thus, $691.51 is still owed to Hertz.

Please be advised, each rental requires an authorization hold for the predicted amount plus an additional $200 at the beginning of the rental which is returned to the customer after the vehicle has been returned to the branch.

In conclusion, we respectfully decline your request for a refund as all charges were valid.

Customer Answer
Date: 05/03/2025

Complaint: 23196642

I am rejecting this response because: I have the bank statements showing where the renatls have been paid in full and also the bank statement showing where I was charged on the same day on both cards for the same amount
I am wanting to know how you can keep my money that I paid out of my pocket for the issues with your cars I am including these forms as well to show you what I have paid and I will be showing ytou a pic as well of the roaches in thatt car as well that I told the local office and showed them the pics as well
I have given all of this to your agents and they have sent me confirmation emails saying there is no money due on the bills and that I would be seeing the over payments in 3/5 days
You owe me on just one rental 1416.20 which is what I was charged on the two cards on 2/8/2025
I just want this fixed so I can move on from this and find another company that don't steal the customers money
I have been speaking to a lawyer on this issue with you not paying me back for taking car of these cars and how do I have all these emails saying that I will be getting my money back and one *** ***** a supervisor said this should have been fixed months ago I dont want to have to go to the courts over this because I do have the proof showing where I was over charged and that everything is apid in full

Sincerely,

**** *****
Customer Answer
Date: 05/17/2025
I am sending the bank statements and also the out of pocket I had to pay and never got back and then the invoices they sent me where I jhave over paid each time
And also I have yet to get my deposits for any of my rentals
So I am going to list each rental and send every thing i
have for each rental
Business Response
Date: 05/20/2025
BBB Complaint : 23196642
RR # 678536036 ********* ********* 591010350

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

Please accept our sincere apology for the frustration this has caused. To review this matter in full, please provide your bank statements from December 2024 to current date for further review.
Customer Answer
Date: 05/29/2025

Complaint: 23196642

I am rejecting this response because:
I sent my bank statements from feb till May but it isnt including the charge i just had last night of $681.00 its still pending and also the discover card was not to be charged but yet on 2/8 you charged both cards as you can see and also these adjustments I have yet to see anything in my account as well as my $200 dep you see that I have no refunds from hertz at all in my statements so I need the refunds I have the emails saying they are coming and i never get and also m,y $1416.20 you charged me twice and then my $200 for each trental I never got as well as the over charged on the rentals i have it all broke down what i am owed for each rental if you need that as well

Sincerely,

**** *****
Customer Answer
Date: 06/03/2025
Ok here is the deal now they put me on a don't rent list but yet I'm in a rental ow and they won't let me extend the rental they have me blocked from. My account and I hVe been trying all weekend to extend and now they are trying to get out of paying me any money

The agents that I talked to before would say they would bed in touch but no response

Now I'm on do not rent but I picked a car up Thursday they are saying bc thereti reach out to office at airport but no response

**** Baker
Customer Answer
Date: 06/04/2025

Complaint: 23196642

I am rejecting this response because:
Well here is more to add they put me on so not rent ******** picked up a car Thursday n today they come and take it from my driveway and embarrassed me in front of my neighbors and ********** want to know how I picked up a car if I'm on the list I asked they added me Sunday the day I was trying to extend the rental so I couldn't extend it so they said it's late we picking it up but I had been trying since sat to extend

Sincerely,

**** *****
Business Response
Date: 06/06/2025
Complaint ID: ********
********************** RR#: ********* / ********* / ********* / *********
Regrettably, our stance on this matter remains unchanged and is final.

We apologize for any misunderstanding regarding the charges, deposits and refunds processed on your prior rentals with Hertz. Below is a breakdown of each rental with details of the authorization holds, final charges and any refunds that have been processed.
RR# ********* - this rental began on 03/21/25 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 04/06/25, the total charges of $1316.01 was billed and the authorization hold released at the same time. We show that you contacted our **************** team regarding the final charges billed and received a refund of $69.60 on 04/09/25 and another refund of $265.50 on 04/12/25. Attached is the updated invoice for this rental. Further credits are not warranted.
RR# ********* - this rental began on 03/14/25 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 03/21/25, the total charges of $1325.39 was billed and the authorization hold released at the same time. Of this total amount, we show that your credit card company left an unpaid amount of $894.39. With this in mind, the only funds collected from your account for this ********************** were for $431.00. In addition, we show that you contacted our **************** team regarding the charges billed and received a refund of $530.02 on 03/25/25 which was applied to the unpaid balance of $894.39. On 04/01/25, we received a chargeback dispute from your bank for $319.00. With this in mind, we show there is an outstanding balance due on this contract which must be settled. As the full amount was not billed to your credit card company, the additional credits provided were not warranted.
RR# ********* - this rental began on 12/07/24 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 02/08/25, the total charges of $1416.20 was billed and the authorization hold released at the same time. We show that you contacted our **************** team regarding this ********************** and received a refund of $266.24 on 03/10/25 and an additional refund of $200.00 on 04/03/25. Attached is the updated invoice for this rental. Further credits are not warranted.
RR# ********* - this rental began on 02/08/25 at which time an authorization hold was placed on your account for the estimated total charges plus an additional security deposit. At the conclusion of your rental on 02/27/25, the total charges of $1182.92 was billed and the authorization hold released at the same time. Of this total amount, we show that your credit card company left an unpaid amount of $859.92. With this in mind, the only funds collected from your account for this ********************** were for $323.00. In addition, we show that you contacted our **************** team regarding the charges billed and received a refund of $266.24 on 03/03/25 which was applied to the unpaid balance of $859.92. As the full amount was not billed to your credit card company, the additional credits provided were not warranted.

All invoices for the above refenced rentals have been attached for your review and record. Please note, the authorization holds for each rental were released on the dates of return. Typically, the pending transaction will fall off of a customers statement within 5-7 business days; however, this timeline is not determined by Hertz but by the bank directly. Based on the above information, the charges for each rental have been reviewed and are valid. Due to RR#'s ********* & ********* not being paid in full at the conclusion of your rental and refunds being processed on the amounts, there are outstanding balances due on both contracts at this time.
Customer Answer
Date: 06/09/2025

Complaint: 23196642

I am rejecting this response because:for one they are trying to say that the card I have is not mine n then they suspended my rental rights and I have the emails and the bank card and statements with me on it my disability check goes every month to this account as for the discover account it is ********* son's bc he's in the ******** have power of attorney while he is at sea they owe me my money n a apology because they don't have the Proof to say this bc I can't rent a car if it's not in my name for one n how do I get a fake license I'm so disgusted with this company they don't have any idea about customer service or anything I'll be sending the email they sent me today and I have already sent them the bank ?? ****************** of my license n cards they don't have a ******** need the money I have paid and it's looking like a lawyer will be getting involved with all this bc they are not going to ruin my name when I have done nothing wrong

Sincerely,

**** *****
Business Response
Date: 06/16/2025
BBB Complaint : ********
Rental Records : ********* / ********* / ********* /591010350

Please accept our sincere apologies for the frustration this situation has caused. We understand that this may not be the outcome you were hoping for, and we truly regret any disappointment. After careful consideration, our position on this matter remains unchanged. While we recognize your concerns, we believe the issue has been thoroughly reviewed and appropriately addressed.

We value all customer feedback and take every concern seriously. Thank you for giving us the opportunity to review your case.
Customer Answer
Date: 07/02/2025

Customer response from 6/30/25:

Ok here is the double charge that you did to my cards on 02/08/2025

and I need the other charge back in my account

And as for the fraud **** as you can see these both are in my name and it matches the contract and my DL which I have sent you as well

I have been asking for how you get that im fake and all when you see both of my accounts are mine and you see my DL as well I need a call asap before I move forward with the legal issues because you owe me alot of money and you have yet to prove that i am fake and did something wrong

That my lawyer said is a lawsuit right there alone

so you need to get this fixed and I need the money back for this I am sending it because your agent asked me too

lori *****

************

Customer response from 7/1/25:

Here is the bank information for this rental and also the over payment and the refunds I never received but your agents said on 5/20/23025 that a refund was processed of $142.88

I never saw the refund and yet your agent said that there is a past due amount of $773.80 and here is the break down of charges on my statement which you can see on the inclosed statement as well

02/08/2025 $303.00

02/13//2025 $480.21

02/22/2025 $814.76

03/02/2025 $859.92

Total of $1597.00 paid into your company

Invoice is $773.80

There is a refund that i was to get as well for the fuel $142.33

nad the card ending 4105 is that card it was lost but it is still the same account the new card is 3078 you have that as well with the other rentals because I had to get a new card and they both are in my name as you can see on the paperwork

Customer response from 7/1/25:

I have a new invoice from Hertz that says the total is $949.96

I paid $1416.20

well i paid that twice since you charged both cards so I need the $1416.20 put back on the one card and then the difference from the $1416.20 and $949.96

Here is the new invoice your agents sent me

Customer response from 7/1/25:

Rental 543628282

The out of pocket I never got my money from as well
Business Response
Date: 07/07/2025
BBB Complaint : 23196642
Rental Record : ********* / ********* / ********* / 591010350

Thank you once again for giving us the opportunity to review your case.

After a thorough and careful evaluation, we have determined that our original decision remains appropriate based on the information available. We understand this may not be the outcome you were hoping for, and we want to assure you that your concerns were taken seriously and reviewed with the utmost care. As this matter has been fully investigated on multiple occasions, this decision is final. We will not be able to consider any further requests for a refund related to this issue.
We sincerely apologize for any disappointment this may cause and truly appreciate your understanding.

Customer Answer
Date: 07/07/2025

Complaint: 23196642

I am rejecting this response because:
How can u not give me my money back that u charged me and yet to my right to rent from your company
I have provided all the documents you have asked for and have sent them many times to your agents and you still think you have the right to keep thousands of my money
I am on disability and have limited income and you just take money from me and think it's ok to do that
I don't get where your company thinks that is ok to do I am not letting this go and I will have to speak to a attorney or something because I didn't think that Hertz was that type of company to think it's ok to take money and then never give them any answers to anything
You trying to say I did a fake rental how do u get that when I had to show my **************** card at each ********************** and then I had a card list n got a new one n you still kept renting to me then may 29 you rent to me then two days later u repo it and never tell me what for
U embarrassed me in front of my ****************** and your agents won't talk to the customer you call them names laugh at them and then when I provided the paperwork your agents asked for you never responded because you know that your wrong and you owe me my money
Your company doesn't care about people at all you care about money and yet I rented from you every month you had money coming in and your agents was refunding me but yet I never got a dime from the maintenance I had to do and the deposits I paid for all the rentals you charged me two times for one rental u have statements from the bank of the ********* u ignore them
This is a terrible company and if I have to go to the court system to get the money u basically stole from me I will bc this company should never be able to to think they can do whatever they want to and they need to be stopped
Hertz is a company that needs to be responsible for the actions they do to the consumer and they need to be responsible to pay the customer back what they took from the consumer
I have talked to other people and there is more than just me that they did this too and I think we all need to get together and have a lawyer to handle this for us because you have taken thousands probably more than that from the customers you had you can see it all over the reviews from the customers you did this too
It needs to stop and I just may be the one to get this going for the customers you took from
Do you need to look at all the emails and documents that I provided and you clearly see the charges and my bank backs me as well
You have yet to show me proof of a fake rental because it can't be fake if your agents rented it to me and they had my card and license right in front of them
Sincerely,

**** *****
Initial Complaint
Date:04/04/2025
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 a formal complaint against Hertz regarding Rental Agreement H35481983 (August 6-19, 2024). During this rental, a minor scrape caused by another vehicle, details and multi-angle photographs were recorded in the attached Vehicle Incident Report, which clearly documented the minimal nature of the damage.Upon returning the vehicle on August 19, Hertz charged my credit card CAD $1,072.61 plus a CAD $150 "repair fee," clearly itemized on the attached invoice. After the return date of August 19, 2024, I received no further communication from Hertz regarding any additional charges or repairs. On March 31, 2025, I received a collection notice from ********* Service demanding an additional $530.74, alleging partial insurance coverage and a remaining balance. The only supporting document provided was a very unclear ************************* (attached) which I dispute due to its questionable authenticity and the unreasonable claim that the minor scrape required four hours of painting labor. Furthermore, the estimate was suspiciously dated nearly one month after the vehicle was returned.I find this situation entirely unacceptable and unreasonable. Hertz must explain why an initial repair charge of CAD $150 was already collected on August 19, yet subsequently authorized an inexplicably high-cost repair without any prior communication or consent. Moreover, it is highly inappropriate for Hertz to remain silent for seven months before directly forwarding this dubious debt to a collection agency without contacting **** demand Hertz immediately withdraw the collection action and provide valid documentation justifying this additional charge, including a detailed repair report and itemized invoice. If substantiated clearly and reasonably, I will settle the balance after receiving a refund of the initial CAD $150 repair fee. I emphasize that I will communicate exclusively with Hertz and refuse to engage with or pay any collection agency.
Business Response
Date: 04/08/2025
Complaint ID: ********
********************** RR#: H35481983
This correspondence is being sent in response to a query made by ** *****. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion or frustration caused by the damage charges billed. Upon receipt of your concerns, we immediately reached out to our *************************** team for their full review and assistance. They have advised that in your inquiry was stated what the rental charges were plus the $150.00 repair which was thought to be the deductible but was not the full cost of damage. Their offices have received payment from the 3rd party insurance for their portion of the damage and outstanding is the remaining balance owed by you, the customer, which is being handled by D&A.
The damages are considered 50/50 by insurance; therefore, our ***************** team billed **** for **** for 50% of the damages. However, since you did not have **** coverage, our ***************** team billed 50% of the cost. Our records show that upon closing the rental contract, $150.00 was billed. This was billed under he impression that you had **** coverage, which after review found that you did not which means the amount was billed early and left an outstanding balance.
Please be assured, the claim has been fully reviewed and the charges are valid based on the information above. If you have any questions or concerns, please continue to work with our ***************** offices as they will be able to assist.

Customer Answer
Date: 04/08/2025

Complaint: 23163776
Thank you for your response and for taking the time to review my concerns.
Upon reviewing your reply and referring to the attached document titled Attachment 3. QCS Photo Estimate Service, I would like to formally address the matter as follows:
1. The total repair cost indicated in the estimate is CAD $717.78. As per your statement that liability was shared equally (50/50), I understand my portion of the repair costs should amount to CAD $358.89.
2. It has been acknowledged that CAD $150.00 was already charged to my account. Consequently, the remaining balance should be CAD $208.89.
Given the information provided, I am prepared to settle this matter by paying the remaining CAD $208.89, which accurately reflects my share of the costs.
Please provide a detailed bill or invoice along with the payment instructions so that I may proceed accordingly.
Please confirm the above and provide the requested documentation at your earliest convenience. I consider this a fair and final resolution based on the facts presented.
Regards,

** *****
Business Response
Date: 04/11/2025
BBB Complaint ID: ********
RA # H35481983

Thank you for contacting us. Our ****************** will be sending you an updated invoice and payment information directly to your email.
Customer Answer
Date: 04/11/2025

Complaint: 23163776

Decision: I am rejecting this response
I am writing to formally dispute the amount claimed under Invoice No. ******** (attached) dated April 10, 2025, in connection with Hertz Claim No. ******** and Rental Agreement H35481983. After a thorough review of the invoice, I must express serious concerns regarding the accuracy, legitimacy, and fairness of the amounts being claimed.
1. Confirmed 50/50 Liability Misalignment of Charges
Since Hertz and **** have confirmed that liability for this incident is to be split 50/50 between the two parties involved. Consequently, I am responsible only for 50% of the recoverable and reasonable damages as outlined in the claim. However, the current invoice suggests that I am being held liable for a disproportionate portion of the total amount. The total invoice is $892.54, and yet **** has already paid $361.80 (approximately 40.5%). The remaining balance of $380.74 being pursued from me appears to reflect an overreach, and significantly exceeds the 50% threshold.
2. Questionable Charge DV ($170.54)
A major concern is the line item labeled DV (Diminished Value) for $170.54. This charge is neither customary nor supported under general rental agreements unless explicitly accepted in advance by the customer. Moreover:
DV is a theoretical loss in market value and is not a direct economic damage attributable to the renter, especially in cases of shared fault.
**** did not recognize or reimburse this amount in their contribution to the claim, further suggesting its non-recoverable nature.
Under ****************** practice, DV is not typically recoverable from third parties in rental scenarios without prior agreement or court adjudication.
I did not cause this damage through negligence, nor was I made aware in advance that DV would be applied. Its inclusion lacks legal justification and violates principles of fair dealing.
3. Proper Allocation of Responsibility
To be clear, the only recoverable items for which I could reasonably be held 50% responsible are:
Description Amount 50% Responsibility
Repairs $683.60 $341.80
Loss of Use $38.40 $19.20
Total $722.00 $361.00
ICBC has already paid $361.80, which fully satisfies my 50% share of responsibility. Any amount beyond this constitutes unjust enrichment and would not be enforceable under contract or tort law.
Request for Immediate Review
I respectfully request that this invoice be reassessed and formally closed on the basis that:
1. The 50/50 liability has already been satisfied in full through ****'s payment.
2. The DV charge is not valid and should not be included in any balance claimed from me.
3. Pursuing me for an amount exceeding my proportional liability is both unreasonable and unsupported.
As a gesture of good faith and in alignment with the confirmed 50% responsibility, I am willing to pay the remaining portion of my sharecalculated as $361.00 (my 50%) less the $150.00 already paid under the rental invoice, which equals $211.00 CAD. If Hertz agrees to this settlement, I will make the payment as per the payment option that the Hertz ***************** advises. I consider this a fair and final resolution of my obligation under this claim.
Should Hertz choose to maintain its position and pursue the outstanding balance, I would request a detailed breakdown and legal basis justifying each line itemparticularly DVand confirmation that it is recoverable under Canadian law and applicable rental contract terms.
Please treat this as a formal dispute and advise accordingly. I reserve all rights to escalate this matter to consumer protection authorities or seek legal advice should there be continued pursuit of an unsupported claim.
Regards,

Yi
Initial Complaint
Date:03/16/2025
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.
I reserved a Ford Focus at Hertz/Thrifty Dublin airport. They gave me a Dacia, which turned out to be a car that was not suitable for driving. I left the car at the parking meter when I joined a tour in the morning of 3/2/25. When I came back at around 8pm the same day, I found I had no access to the car: there was no response from the car to the car key. I suspected the car was out of battery. I had no phone plan in Ireland. I asked some people on the street to help me call Hertz emergency phone number. The guy who answered the phone said: " Do you know how much this will cost you?, $200 plus VAT!" I said it's not my fault, but he would not listen. I had to agree to pay as I had no other choices. The worse news is that the help guy came 2 hours later. He charged me $280.38. (see attached charge from ABLE Tow and Recovery from my credit card account). I had no idea Hertz emergency had no one to help out; they just call some third-party guy to help and charge the customer. The guy said this happens all the time. The car battery was low. I was worried the next day that the car was not suitable for driving anymore; so I called Hertz at the hotel and they were able to let me change to a Ford Focus. I am now asking for a refund of $280.38 which I was not supposed to pay.
Business Response
Date: 03/24/2025
BBB Case ********
RR No: *********

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

I have received confirmation that a 50% refund of €73.05 has been processed to the card on file. Please allow up to 10 business days for the funds to post if they have not already.

Thank you for contacting us.
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because: That's not even what I am disputing about.
I reserved a Ford Focus at Hertz/Thrifty Dublin airport. They gave me a Dacia, which turned out to be a car that was not suitable for driving. I left the car at the parking meter when I joined a tour in the morning of 3/2/25. When I came back at around 8pm the same day, I found I had no access to the car: there was no response from the car to the car key. I suspected the car was out of battery. I had no phone plan in Ireland. I asked some people on the street to help me call Hertz emergency phone number. The guy who answered the phone said: " Do you know how much this will cost you?, $200 plus VAT!" I said it's not my fault, but he would not listen. I had to agree to pay as I had no other choices. The worse news is that the help guy came 2 hours later. He charged me $280.38. I had no idea Hertz emergency had no one to help out; they just call some third-party guy to help and charge the customer. The guy said this happens all the time. The car battery was low. I was worried the next day that the car was not suitable for driving anymore; so I called Hertz at the hotel and they were able to let me change to a Ford Focus. I am now asking for a refund of $280.38 which I was not supposed to pay.
I am disputing on the charge of $280.38 for the third party emergency help for a strained vehicle from Hertz (dead battery). Hertz should pay for this charge, not me!

Sincerely,

***** **
Business Response
Date: 04/03/2025
BBB Complaint ID: ********
RR: *********

Thank you for contacting us. We appreciate the opportunity to review your concerns. After reviewing your documents, we will refund the roadside assistance amount of $280.38 as a gesture of goodwill. To process the refund, please call 1-888-225-6610 at your convenience and reference Case #******** during our business hours, 7:00 AM to 7:00 PM CST, Monday through Friday. We apologize for any inconvenience this may have caused.

Kind Regards
Initial Complaint
Date:03/12/2025
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.
I used Hertz to rent a vehicle during my vacation in *****. I picked up the rental vehicle at the ************* location on 9/27/2024 and returned the vehicle at the ************ location on 10/05/2024. After a month of being back in *******; I received multiple emails form Hertz notifying me that I received a citation due to driving in a designated area zoned only for residents on several occasions. The citations that were incurred during my visit are correct because I was using GPS and it is possible I took a route that went into these zones without knowing. My issues are: 1. Hertz did not provide me the second page of the citation that includes the instructions and data I need to make the payment for the fines. I had two friends who live in *****, one which is a police officer attempt to help me without any success because the second page of the citation is missing. 2. A citation for 10/18/2024 was reported under my name and information when I wasn't in Country anymore. I flew back home on 10/5/2024 as well as returned the vehicle this date.I have been trying to get this issue resolved for several months. Every phone number I call cannot help and the customer support complaint process has led me on a back and forth since 1/8/2025, with my last request for a status update on 2/24/2025 not being responded to. Ther have been penalties assessed due to not being able to pay these citations and additional penalties will continue to be assessed as time passes.
Business Response
Date: 03/25/2025
BBB Case 23054690
RR No: 342325675

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

I apologize for any difficulties. Please be advised our investigation efforts will require more time. We appreciate your patience and understanding.

Thank you for contacting us.
Customer Answer
Date: 04/04/2025

Complaint: 23054690

I am rejecting this response because: They have not provided a date for resolution. I have received the same "we are working on this issue" response since January, while the penalties are stacking up. Short of flying back to ***** and spending a lot of money to pay these fines; I have no way of handling this issue without them. I have never rented a vehicle where the company didn't pay what was charged and charge me for any tolls or fines that were made. Im not disputing the fines during the time I had the vehicle. Plus, there is the fine that wasn't mine or during the date I had the vehicle still under my name.

Sincerely,

****** ******
Business Response
Date: 04/07/2025
BBB Case 23054690
RR No: 342325675

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

Upon discussion with the local team, please be advised you will need to contact the local authority directly for assistance to pay this fine if they have not yet contacted you as we do not have access to their records. I apologize for the inconvenience.

Thank you for contacting us.
Customer Answer
Date: 04/07/2025

Complaint: 23054690

I am rejecting this response because: This is not my vehicle, nor in a country where I speak the language or can easily access the office. I have no way of contacting the authorities; I have tried multiple times. The web site requires information that I do not have that Hertz was sent, as they show proof of the first page (that was sent to me). This feels like its a tourist set up, which is not okay. I spent a lot of money with Hertz; the least they can do is provide a number to the authority department that accepts calls from the US so I can resolve this.

Sincerely,

****** ******
Business Response
Date: 04/11/2025
RE: BBB #******** - ****** ******
Some international regions may, by law, have up to one year to obtain the offender's information and issue the violation. Please be advised that Hertz is not provided a copy of the fine by the issuing authority.
Customer Answer
Date: 04/13/2025

Complaint: 23054690

I am rejecting this response because: Hertz was provided the information necessary for me to pay, but did not provide the complete document (see attachment VER_6585715) where it says at the bottom page 1 of 2. The second page is missing. Also, the fine that was dated the time I did not have the rental needs to be removed form my name. I need proof of that.

Sincerely,

****** ******
Business Response
Date: 04/15/2025
BBB Complaint: 23054690
RR: 342325675

This is in response to a complaint filed by ****** ******

I would like to first apologize on behalf of Hertz for any inconvenience this matter has caused you. However, as previously advised, after a review with the local team, you will need to contact the local authority directly for assistance to pay this fine or wait for further contact from the issuing authority, as we do not have access to their records. International regions have up to 1 year to obtain and issue violations to the customer. Please know that we do consider this matter to be fully addressed in our system.
Customer Answer
Date: 04/16/2025

Complaint: 23054690

I am rejecting this response because: I believe Hertz is responsible for providing information to help mitigate the situation since the rental was through them. I am requesting contact information to the office my citations are at.

Sincerely,

****** ******
Initial Complaint
Date:02/28/2025
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.
Subject: Complaint Against Hertz – Unjust Toll Charges & Lack of Response

Dear Better Business Bureau,

I am submitting this complaint against Hertz regarding unjust toll charges that were applied to my rental despite using my personal E-ZPass transponder. I rented a vehicle from Hertz (Rental Agreement: *********) between February 14, 2025, and February 17, 2025, from Washington-Dulles International Airport.

During my rental period, I used my personal E-ZPass transponder to pay for tolls, and I can confirm that transactions were successfully posted to my E-ZPass account. However, Hertz still charged my credit card $66.50 ($36.53 for tolls and $29.97 as a convenience fee) through their PlatePass system.

I suspect that some toll booths may have malfunctioned and failed to register my personal transponder. To address this, I reached out to Hertz via email on February 18, 2025 (see attached) to request an investigation into the charges and provide an opportunity to verify the transactions with E-ZPass. Unfortunately, Hertz failed to respond or assist me in clarifying the issue, instead proceeding to charge my card without resolution.

I am requesting that Hertz properly investigate these toll charges before I proceed with a formal dispute through my bank or credit card provider. If my personal E-ZPass was indeed charged for these tolls, then Hertz should not have double-charged me through PlatePass. I seek a full refund of any tolls that were incorrectly billed to my card.

I appreciate your assistance in addressing this matter.

Sincerely,
****** *****
Business Response
Date: 03/13/2025
BBB Complaint: ********
RR#: *********

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

We have reviewed your documents regarding the tolls from your EZ Pass account. So that we may compare the tolls on your EZ Pass account to the tolls that were sent to Hertz by the Toll Authority, please send a full invoice for the tolls paid on your EZ Pass account for the time period of 02/14/25 - 02/17/25. The invoice must show the date and time of the toll.

Kind Regards,
Customer Answer
Date: 03/13/2025

Complaint: ********

I am following up on your response regarding my dispute. Unfortunately, your company has not provided any valid contact information—such as an email address, fax number, or case number—where I can send the requested documentation to expedite the resolution of this issue. Kindly provide these details at your earliest convenience.

Additionally, I request that you contact EZ Pass to verify whether the toll plaza failed to capture the transponder ID. I know each and every plaza footage camera will show my ezpass was placed on the dash. The invoices clearly indicate that my transponder was functioning properly and should have been charged accordingly. Given this, the charges applied to my account appear to have been mishandled, and I find them to be both inaccurate and unjustified. And you and EZ Pass company must handle these charges and remove any extra charges and or processing fees.

Please address this matter promptly to ensure the appropriate corrections are made. I appreciate your immediate attention to this issue and look forward to your response.

Sincerely,

****** *****
Business Response
Date: 03/18/2025
BBB Complaint: ********
RR: *********

This is a response to a complaint
filed by ****** *****.

Thank you for reaching out to for
clarification on where to provide your EzPass statement to. You may provide those
in response to this BBB Complaint for us to review. Once this is received, we
will review these charges, and act accordingly based on the documentation
provided.

Thank you for allowing me to
assist.
Customer Answer
Date: 03/18/2025

Complaint: ********

Please see attached invoice! Also, please be advised a dispute with credit card company also filed with the same documents.

Sincerely,

****** *****
Business Response
Date: 03/25/2025
BBB Complaint: ********
RR: *********

This is a response to a complaint filed by ****** *****.

Thank you for providing your EzPass
receipt. Please know that after a review, we have found that on 3/19/25 contact
was made with PlatePass and you were advised no duplicate toll charges were
found. However, the convince fee was refunded to you for the amount of $29.97,
the remaining toll charges will stand. An updated invoice was provided to your
email on file reflecting this.

Thank you for allowing me to
assist.
Customer Answer
Date: 03/25/2025

Complaint: ********

I am rejecting this response for the following reason: I have not yet received a copy of your invoice or the toll transaction that was billed to Hertz. While I have already provided my documentation, the company has not produced theirs for verification. At this point, I am unable to validate your claim. Please provide the transaction record, and I will consider this matter closed upon receipt, I would like to retain the toll charges that was billed to Hertz. Please attach the documents in this complaint so BBB has it for the record.

Sincerely,

****** *****
Business Response
Date: 03/27/2025
BBB Complaint: ********
RR: *********

This is a response to a complaint filed by ****** ***** and a request for
further clarification.

I apologize for any confusion regarding
these toll charges. Please know that the tolls provided per the EzPass receipt are
not duplicate tolls to the ones being charged by PlatePass. Both Hertz and
PlatePass have reviewed these and found that no toll charges were issued twice.
There are 6 toll charges that have not yet been paid. PlatePass has also been
in contact to advise of this. However, as a goodwill gesture, the convenience
fee of $29.97 was refunded by PlatePass. The total balance now owed is $36.53 these are valid charges.
I will attach the copy of this invoice showing the tolls traveled for your
review/records. Please note that the updated refund does not show on this invoice.
Customer Answer
Date: 03/27/2025

Complaint: ********

I am rejecting this response. It appears the company is unwilling to provide the original invoice they received from the EZPASS provider. Instead, they are offering an internally generated document, which does not allow me to verify the legitimacy of the charges. I find it questionable that some tolls—from Reston, Virginia to Maryland, New Jersey and NewYork —were only captured by their device, while others were recorded by mine. This inconsistency is concerning and does not make sense.

Based on these discrepancies and the company’s refusal to provide proper documentation, I believe their practices to be deceptive. I request BBB close this case as unresolved. I will proceed with filing a fraud dispute with my credit card company.

Thank you to the BBB for your time and efforts. Please consider this matter closed as unresolved.

Sincerely,

****** *****
Business Response
Date: 03/31/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to ****** *****.
Please visit www.platepass.com in order to view the full itemized invoice showing the tolls that were assessed during your rental. As previously advised, no duplicated charges were found during our investigation. If you feel these are duplicated toll charges, please provide receipts showing the same tolls were previously paid before being billed. All toll charges are billed once the applicable toll authorities contact us and report a toll road usage without payment. With this in mind, we consider this matter as being fully investigated and all information provided in our previous response. We consider this matter as being fully addressed at this time.
Customer Answer
Date: 03/31/2025

Complaint: ********

I am rejecting this response I am rejecting this response. It appears the company is unwilling to provide the original invoice they received from the EZPASS provider. Instead, they are offering an internally generated document, which does not allow me to verify the legitimacy of the charges. I find it questionable that some tolls—from Reston, Virginia to Maryland, New Jersey and NewYork —were only captured by their device, while others were recorded by mine. This inconsistency is concerning and does not make sense. PLATEPASS does not provide the original video footage and or validation of the car crossed ezpass toll.

Based on these discrepancies and the company’s refusal to provide proper documentation, I believe their practices to be deceptive. I request BBB close this case as unresolved. I will proceed with filing a fraud dispute with my credit card company.

Thank you to the BBB for your time and efforts. Please consider this matter closed as unresolved.

Sincerely,
****** *****
Initial Complaint
Date:02/25/2025
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 writing to file a formal complaint against Hertz-Uber, specifically their operation previously located at 3800 Richmond Hwy, Alexandria, VA 22305 (recently relocated to 99 H Street NE Washington, DC 20002), for fraudulent charges and uncooperative behavior that have caused me significant emotional and financial hardship.

Details of the Incident:

I was fraudulently charged a total of $1,792.89 by Hertz-Uber. After persistent efforts on my part, I recovered $1,104.84 in October 2024. However, the company still owes me $688.05, which they have refused to refund despite my repeated attempts to resolve the matter.

Efforts to Resolve

I have made extensive attempts to address this issue directly with Hertz-Uber, including:

- Emails to their customer service team
- Phone calls to their support lines
- Outreach via Twitter/X
- An in-person visit to their office
- Despite these efforts, Hertz-Uber has remained unresponsive and uncooperative, offering no resolution or explanation for withholding the remaining funds.

Please see attached documents, along with an Index of Exhibits for your convenience.

PS. I've kept my credit card locked for over a year to remove any chance of Hertz-Uber siphoning more funds from my credit card. When I unlocked it in January of this year, I found yet another charge from these fraudsters, even though I've not used the Uber-Hertz service since February 1st, 2024 when I turned the rental in. I've since had the credit card replaced, the last four digits of the previous one on file with Hertz are ****.
Business Response
Date: 03/10/2025
BBB Case #: ********
RR# or RES#: *********

We appreciate you allowing us this opportunity to review your concerns regarding your rental agreement.

We have thoroughly reviewed your concerns and addressed them in 2024. We stand by the charges and refunds that have already been issued and will not be making any further adjustments.

To summarize, the total charge was $6,560.33. The weekly rate should have been $303.08 per week for the 18 weeks you had the rental agreement open (from 09/28/2023 to 02/01/2024). This totals $5,455.49. The difference of $1,104.84 has already been adjusted and refunded to you.

Please know that we take all our customers' concerns seriously, I want to thank you for letting us review and address them.

Kind regards,
Customer Answer
Date: 03/10/2025

Complaint: ********

I am rejecting this response because:

Hertz claims "Please know that we take all our customers' concerns seriously" in their response to me. Is that why it took me ten months to recover $1,100+ for charges they pulled from my credit card? Charges for months they were unable to classify. They were absolutely uncooperative with my bank, and it was only Twitter/X that proved helpful. These charges resulted in financial and emotional strain; where the direct reason for the lowering of my credit score and credit limit.

Hertz most recently charged my credit card on January 24, 2025 for $344 (please see attachment), which was only reversed by my bank last week. Suprise - I have not done business with Hertz since 1st of February, 2024.
What is the charge for? My bank had to change my credit card number to prevent any similar attempts in the future.

Does it not serve as proof that Hertz openly engages in fraudulent behavior?

Sincerely,

**** ************
Business Response
Date: 03/28/2025
BBB Complaint ID: ********
RR: *********
Thank you for your response. There was a chargeback on the rental for the week of January 25, 2924 - February 1, 2024. The reversal came through this past week, where Hertz has been paid by your credit card. We hope this helps.

Kind Regards

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