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

7,199 total complaints in the last 3 years.
1,720 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:06/24/2024
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 recently obtained a rental from Hertz on 03/18/24. My return days according to insurance was May 15. I was not made aware of this until I noticed the car repossessed 06/12/24, mind you, State Farm had just approved supplement for my vehicle to continue with repairs 05/28/24, so state farm had extended my rental. Hertz did not communicate with me at all with regards to needing to extend rental due to insurance not communicating. I went to hertz location and spoke to a lady named Soco, she stated repos go to airport and I would need to wait for vehicle to get checked in and retrieve belongings. I decided to go in next following 2 days, 06/14 06/15 hoping vehicle would be checked in by now in order for me to retrieve my belongings and no luck. The vehicle is now missing with my belongings, I emailed hertz about the vehicle and belongings but they seem to be giving me the run around the steps on how the repossession process works. Its been two weeks now and their system shows its still on repossession mode. Rental #H32379594
Business Response
Date: 07/03/2024
Complaint ID: ********
RR#: H32379594

Thank you for contacting us. We apologize for any misunderstanding regarding your rental. A review of our records indicates the vehicle was towed to Hertz *****************. Please submit a lost and found claim at www.hertz.com. On the homepage you will select "support" and then select "lost and found". You can also contact our airport location by calling ************. The Lost & Found is located at *************************************************. Hours of operation: 9am to 5pm, Monday through Friday.
Initial Complaint
Date:06/24/2024
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.
On September 8th of 2023, I returned an overdue rental to the original place of business and was charged a recovery fee of $535 and placed on the Do Not Rent list. I have written Hertz through email several times and I have sent a certified letter (on April 28th 2024) requesting a copy of the tow receipt of their expense to my case. They claimed; in several emails, to have had to send a tow truck company to recover the car. That did not happen. I would like the recovery fee returned to me and to be removed from the *** list. Attached is a copy of the receipt and it list the date of return.
Business Response
Date: 07/08/2024
Complaint ID: ********
RR#: 427174580

Thank you for contacting us. Please be advised your rental privileges are currently suspended due to an outstanding balance of $1,988.52. Our records indicate the vehicle was not extended after 08/15/24, however it wasn't returned. Due to the vehicle being overdue, our overdue process was implemented. In light of this information, the charge is determined to be valid. Therefore, we respectfully decline your request for an adjustment.
Customer Answer
Date: 07/11/2024

Complaint: 21895618

I am rejecting this response because:
I do not owe a balance. I have never received communication regarding a balance due. I have attached the receipt (again) issued at the time of return. The return was made by me, to a hertz representative at a *** Boys location. There is no balance due on the receipt.
I have attached a copy of the email from a hertz representative stating that a professional towing company was hired repossessing the vehicle. I am asking that you show proof of this service that you claimed happened. If you do not have proof of your claim, Im asking for the refund.

Sincerely,

*******************************
Business Response
Date: 07/18/2024
BBB Case# ********
Rental Record# *********

This is in response to *******************************,

Thank you for reaching out to us and allowing us the opportunity to review your case.

After a thorough investigation, we regret to inform you that we will not be able to waive the recovery fee. This fee was incurred due to the necessity of hiring a repossession team to recover the vehicle.

Our records also indicate that you have disputed this transaction with your bank, which resulted in a reversal of the funds. Consequently, this has left you with an outstanding balance of $1,988.52 owed to Hertz. As a result, your rental privileges have been suspended.

Thank you once again for your understanding and patience.
Initial Complaint
Date:06/24/2024
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 rented a van from this company at the ***************, ** airport location. Van was rented for one day for 7 people. Rental was returned to the same facility at 1:42pm Florida time and I took pictures of the return time, mileage, and full level as full. I received a bill for an additional $181 dollar due to fueling. I have contacted Hertz multiple times. Requested to speak to a member of management and have been denied that opportunity every time. They refuse to refund my money to my credit card and state that they only accept a fuel receipt from the gas station. I told the company that nobody gets fuel receipts anymore and we paid with cash. But that I took pictures because I heard that this airport rental terminal is bad about charging for things and scamming people. I was also charged ( without being asked) for a damage waiver of $41.99 and also a LIS ******************** Supplement). I have full coverage on every vehicle I own and would have never paid for this service. I was not given an option, I was simply told what my price was and to sign.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 153485080

Thank you for contacting us. We apologize for the billing dispute regarding your charges. Based on the information you have provided, we have issued a refund for the fuel charge in the amount of $194.38. Please allow up to 7 business days for the refund to post to your account. In regards to the charges for Loss Damage Waiver (LDW) and ******************* Supplement (LIS), please be advised as you did sign and agree (see attached) to these charges, we respectfully decline your request for a refund.
Initial Complaint
Date:06/24/2024
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.
On May 23rd, 2024 I made a booking with Hertz for a car rental at *********************************(MCI) from June 14th, 2024 returning on June 19th, 2024. Reservation # K86736186D7. When booking the car I paid $405.52 on my **** Credit card which was issued by my bank. The transaction was successful and I believed I had a rental car waiting for me when I arrived into MCI. After a flight delay I arrived at the Hertz counter at 11:00PM on June 14th. Based on the numerous emails I received I expected to walk straight out to the car without needing to stop at the counter to begin the 3 hour drive to my parents house. I walked out to the lot and looked on the screen to where my rental was however did not see my name, at which point I returned to the rental car terminal and approached the counter to check in. The clerk that was assisting me pulled up the reservation, and I handed her my ID and the same credit card that I had paid for the reservation with. She then stated I needed to use a different card because they won't accept mine. When I informed her that it is a **** Credit card, I was told "No it isn't". I don't have any other card to pay the "Authorization Hold" with and was told in no uncertain terms that I was SOL and would not have a car. When asked why this isn't listed on their payment policy, I was told by the same rep that "There is a lot that isn't on there". This left me virtually stranded at ***, 750 miles from home and 3 hours from my parents house. Because of this, my 65 year old father with a heart condition was forced to get out of bed at midnight, drive 3 hours to *********** to get me then 3 hours back to the house. When I called Hertz the night of the 14th, I was met by an employee who said "It is midnight and I am working overtime", showing zero desire to assist, and that would remain a common thread every time I called Hertz to get any answers. I was directed to email ********************************************* which I haven't heard back from after a week.
Business Response
Date: 06/27/2024
BBB Case 21895335
Reservation K86736186D7

This is in response to ***********************,

I apologize for any inconvenience. It is strongly recommended to read all rental qualifications and requirements before reserving. Our records indicate the rental has been refunded in the amount of $405.52. There is no compensation to be issued.

Thank you for contacting us.

Customer Answer
Date: 06/28/2024

Complaint: 21895335

I am rejecting this response because: I would like to be shown where in the rental terms it states that **** is not a major credit card. You STRANDED me in *********** for no other reason than "**** isn't a major credit card". I provided the rental terms in the attachments, which if YOU read it shows that "Acceptable Charge Cards
American Express / MasterCard / ************************* / *********** / Discover / JCB / **** / ***** Union Pay / Hertz Charge Card.", it also states "At the time of rental, an authorization hold will be secured on the credit/********** provided, to cover the estimated rental charges
and any additional charges that *** be incurred. These funds will not be available for your use. We *** place an authorization
amount of up to US$ ****** for credit card and US$ ****** for debit card, plus the estimated charges on a customer's card, given
certain conditions that will be outlined at time of rental. Debits cards are not permitted to be used on Adrenaline or Dream Collection
vehicles at time of rent, but *** be used for payment of charges at time of return."

Your rental terms state that you will use the credit OR debit card provided, in this case credit, as well as list **** as a "Acceptable Charge Card".

Sincerely,

***********************
Business Response
Date: 07/02/2024
Complaint ID: ********
Res#: K86736186D7

Please be advised t based on what you have described, there are two reasons you would have been denied the rental. The card presented was a debit card and not a credit card. A debit card means it is attached to your checking/savings account or the card presented was not the same card used for the prepaid reservation. We apologize for any misunderstanding, however we respectfully decline your request for compensation.
Customer Answer
Date: 07/03/2024

Complaint: 21895335

I am rejecting this response because: as I have stated multiple times. This was NOT a debit card. It is a CREDIT card. It says right on the front **** Credit. AND it was the same card that I used on the reservation. Please have someone from your corporate team give me a call.

Sincerely,

***********************
Initial Complaint
Date:06/24/2024
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.
On April 19, 2024, I inquired why there is a cost of $21 for an upgrade of my rental which I didnt request. I was told it was because the price on the app was different from the current price, I had already been waiting for service from 9:am to 12:pm. I noticed the withdrawal problems when they were only taking $67.per day but it was quickly dismissed when I spoke with someone on the phone because my bank did not release the funds. I authorized and the money was sent,on May 19th2024 Hertz deducted $135 from my account and deactivated my Uber app until I made a payment of $388. Despite making this payment, my Uber app remained inactive until noon on Friday, May 24, 2024. This disruption significantly hindered my ability to work and earn income.When I discussed this issue with the manager at your location, she was equally confused about these charges. Subsequently, I was informed that $946.55 had been deducted to cover rentals for the periods 05/03-05/10 and 05/10-05/17. which would also mean the car should not have been removed from the Uber app if I paid in advance. This is contrary to my previous experiences with Hertz, where my account was drafted $67 per day or weekly. This sudden change in billing practices has resulted in my account being overdrawn.After returning the car, I was charged additional fees, and my Uber app was disabled again, preventing me from working. This has compounded my financial distress, as the primary reason for the rental was to complete my work with Uber.. All in the chargers have varried and made it impossible to know what is correct. These are few examples. As the charges were changing.
Business Response
Date: 07/03/2024
BBB Complaint: 21885383
Rental Record: 121378600

This is in response to *****************************.

Thank you reaching out and allowing us to address your concerns.

Hertz thoroughly reviews all inquiries. Please accept our sincerest apologies in regard to the inconveniences experienced during your rental. Please rest assured, that we have reviewed your billed invoices and have verified that all charges are correct. I have included your final 3 invoices which breakdown the dates and amounts charged. Should you have any additional question you can email us at ***************************************************.

Thank you for allowing me to address your concerns.

Best Regards.
Initial Complaint
Date:06/24/2024
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 rented a car from this location on 6/4/24. The rental price was $842.43. While picking up the car I asked if there would be any additional charges for dropping it off at the airport location about 15 minutes away. The employee behind the desk told me it would be a $75 charge at the most. After dropping the car off, however, they changed the entire rental rate and charged me an additional $814.22 without letting me know there would be a rate change. I have called Hertz several times, and they refuse to help in any way. I have tried to contact this location directly, and they won't pick up the phone and there is no voice mail. I would like the second charge of $814.22 reduced to the $75 I was quoted.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR# 156846001

Thank you for contacting us. Please accept my sincere apology for any misunderstanding regarding the increase in your rental rate due to returning the vehicle to the airport rather than the airport location. While you were correctly charged as it is considered an unauthorized return, in the interest of customer service we have adjusted the rate and applied the one way fee of $75.00 plus applicable taxes. The refund to your credit card is $726.72, please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/24/2024
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 rented a Black 2022 ******* Elantra from the Hertz located at ************************************ on June 7th from Expedia for TD at 7:00pm. I drove the car to the **************** Ferries Terminal and boarded the ************** to travel to the **************. While the Ferry was docking I returned to car and noticed that the vehicle had aftermarket winter tires and were very bald. One tire had a large bulge in it that could have blown at anytime. Upon arrival to ********, we drove to the nearest tire center which was the Canadian Tire located in *******, ** and called the Hertz emergency line. They attempted to book us in to have the tires replaced but it was a Saturday and there weren't any tire technicians working on the weekend. Essentially there was nothing they could do.Returned vehicle to same location on July 9th at 7:00pm and informed the staffer that they rented me a car with unsafe tires. Employee said they would make a note. I was never issued a receipt but the $350 deposit was released a few days later. On June 15th a pending charge was put on my credit card of $64. Confused, I called the Hertz ************************** line and was told that they never closed the account when I returned the vehicle. They apologized and said they would look in to it. On the 16th of June, another pending charge of $69 was added to my card. on the 17th another pending charge of $69.These charges remain pending as of June 24th and no one has been able to help. One email has been sent claiming that they cannot find my rental record. I would like a refund for the hassle and distress this ordeal has caused me.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 941548075

Thank you for contacting. Please accept our apology for the condition of the tires you received. A review of our records indicates there was a delay with your rental being closed, this caused the additional authorizations on your credit card. Our records indicate the authorizations were released on 06/18/24. As a gesture of our apology we would like to mail you a $50.00 rental certificate. Please provide your mailing address so that we may mail it to you.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:06/24/2024
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 vehicle from Hertz on 6/10/24 under rental record *********. From the first time I walked up to receive the keys until today 6/24/24 I have dealt with issues with hertz customer service firstly. Being that the website states one thing regarding rental agreements and when I called to ask about my agreement to make changes I was met with no assistance hung up on 3 times from 3 different representatives. I had to physically find a store while on my vacation to get the issue fixed. Additionally I have attempted to call hertz to discuss the charges associated with my account. Particularly the authorization hold they have on my account. Again their website states it will be released within 24 hours of the rental being returned. It has been almost 2 weeks and the charge still shows. The company provides no access to discuss billing with anyone or make correction and states that the customers bank has to make adjustment. My bank specifically stated that is not a bank issue as they did not start the charge. I am requesting a full refund on my rental due to the hardships and stress that hertz has caused. In addition I would like my account cleared of all authorization charges immediately as this could add future cost and impact my financial stability.
Business Response
Date: 06/26/2024
BBB Case 21893059
Rental Record 159951610

This is in response to ***********************,

Our records indicate you were charged $434.47 for this rental. When a car is returned the rental is closed out. At that time the renter is charged what they owe (this one was prepaid) and the bank or credit card company releases any remaining funds from hold. Depending on your financial institution, it may take up 30 days to have the funds back on the account. We strongly suggest you speak again with your financial institution about when they have holds released back to an account. I apologize for any frustration or confusion with this rental. However, a refund is not warranted.

Thank you for contacting us.

Customer Answer
Date: 06/27/2024

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 as Hertz has reviewed and now released the hold. Though they tried to say it was my financial institution.

Sincerely,

***********************
Initial Complaint
Date:06/24/2024
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.
This review is for the reservations process after calling Hertz at 1-800-654-3131. I have been a loyal Hertz customer for years, but this past week has been a nightmare!

Last week I attempted to book a rental online, as I am a Gold Plus Rewards member. I was not able to, and was getting an error message, and prompted to call an agent. I called on Tuesday June 18, 2024 and waited in queue for 45 minutes, and hung up. I tried again for 3 more days (June 19, 20, and 21), finally getting hold of an agent 4 days later.

I spoke to an agent, advised them of the situation, and they said that they can book the vehicle for me. Perfect, sounds great. When I get the total for the rental it is ~$100.00USD (9% higher) more expensive than the price on the website. I advised that the price is much cheaper online. They advised that they cannot provide the lower price, nor add any discounts to get it to the webpage price. I asked to be transferred to a manager.

I was transferred to supervisor Anne (Employee# 6331). She was polite, but said nothing can be done, and they cannot honor the lower webpage cost, nor could she escalate me too anyone. I advised that there must be someone else to escalate this to, and she told me to send a letter to the following address. Lettermail, really? Might as well tell me to throw my request in the garbage.

To add insult to injury, she ends the call with, "Is there anything else I can do for you?" Anything else? You haven't done anything, but tell me you can't help me. So much for Gold Plus Rewards.

Disgusted at this unacceptable level of customer service. I booked the reservation under ***********, so not to lose the rental, at a rate of $1,241.20 USD, but the website was giving me a rate of $1,564.21 CAD ($1,141.76 USD).

I am requesting a billing adjustment for the difference of the webpage cost and the actual cost I was charged. Please see attached photos of the original attempted booking at the lower price.
Business Response
Date: 07/03/2024
Complaint ID: ********
Res#: ***********

Thank you for contacting us. Please accept my sincere apology for your experience and the long waits you had when calling our 800#. Your feedback will be shared with the appropriate management for internal review and correction as necessary.
In regard to your charges, please be advised a review of our records indicates your reservation has an estimated total of $1,403.00 CAD.

Customer Answer
Date: 07/04/2024

Complaint: ********
Hello,
Thank you for your email and response. I appreciate it.

I am rejecting this response because: It does not align with my actual reservation cost and I need clarification where you found the number $1,403.00CAD as a rental cost.
In the attached photo of my reservation, taken from the Hertz.com website, it shows that the cost of my rental is $1,241.20 USD. The current exchange rate of USD/CAD is 1.36 (07/04/2024 - 11:19AM EST) which converts the rental cost to $1,688.03 CAD at this moment. That is a difference of $285.03CAD. If my actual rental is $1403.00CAD, can you please reflect that on my actual booking or provide me with a letter which outlines the situation and what the booking cost should be, so I can show Hertz when I pick-up my vehicle?
I would like this issue settled as soon as possible. Thanks you for your time and attention to this matter.
Sincerely,

*********** *******
Business Response
Date: 07/12/2024
Complaint ID: ********
Res#: ***********

This is in response to *********** ********

Our rates are subject to change based on availability of rental and other governing factors. Hertz continually reviews our rates to remain competitive. The rates, therefore, are subject to change without notice. Please be assured the most economical rate available at the time of rental was applied.

With the above in mind, I must respectfully decline your request for an adjustment of the daily rate, as it is not warranted.

Thank you for contacting us.
Customer Answer
Date: 07/24/2024

Complaint: ********

I am rejecting this response because: It does not address my original complaint. It has nothing to do with daily rates and its variability.
I will try to simplify this response in point form.
- When I wanted to reserve the vehicle there were two options, "Pay Now & Save" ($1206.37 CAD) or "Pay Later" ($1341.39 CAD). See attached Photo "Hertz Car Rental 1.jpg". The difference between the two options was $135.02 CAD.
- I decided to choose the "Pay Now & Save" option, however, when I selected it I was given an error. I called Hertz Customer Service and they advised that it was a website glitch and to wait and try it again later. I waited several days, trying everyday, and the website glitch was not fixed. I decided to choose the "Pay Later" option, not because I wanted to pay more for the rental, but because there was still a glitch on the website and I wanted to ensure I had a rental reserved. Note: Over these several days, the pricing did not change between the two options.
- I did not call Hertz Customer Service again, because I was on hold for over one hour the previous time I called. As a result I decided to reserve the rental as "Pay Later", so I can have piece of mind, and am now following up with Hertz to have the $135.02 discounted for the difference between the "Pay Now & Save" and the "Pay Later" options, which was cased by a website glitch, and not anything I have done.
I have been a Gold Plus Reward's Member for many years, and have always rented with Hertz. I am not asking for anything that is unreasonable, I am simply asking Hertz to honor what was offered to me when I reserved the vehicle, but I was unable to claim due to a website glitch. Why is Hertz penalizing me for a website error?
Please reconsider and make the appropriate adjustment. If this is resolved quickly, I am also willing to write a 5-star review for Hertz on Google.
Thanks you for your time and consideration.
Sincerely,

*********** *******
Initial Complaint
Date:06/24/2024
Type:Product 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.
Rental Agreement: 157072915Last Name: ********* Rental Start Date: 06/07/2024Pickup Location: ******* WASHGTN NAT'L AP Rental End Date: 06/09/2024Return Location: ******* WASHGTN NAT'L AP Toll charges were assed for $62.97 No tolls were incurred.No toll invoices sent No toll pictures with license plates submitted They gave me a different car than originally issued.They are accusing me of toll violations and charged my card with no evidence.Want apology letter and credit refund to credit card.,
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: 157072915

Thank you for contacting us. A review of our records indicates our toll processor did determine you were incorrectly charged for tolls. On 06/20/24 they issued a refund of $62.97 to your credit card. Please allow up to 7 business days for the refund to post to your account. Please accept my sincere apology for the error and any inconvenience caused.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 06/27/2024

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,

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

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