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

7,189 total complaints in the last 3 years.
1,717 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:06/20/2024
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.
Rental Agreement ********* Invoice Date 06/05/2024 Document: ************ I rented a vehicle from *************************************** Location ****** on 06/04. I was scheduled to pick up the car at 8 am. When I arrived at the rental car location, I had to wait an additional 30 minutes to pick up the vehicle because the previous renter had smoked in the vehicle and it needed to be cleaned. The vehicle was not cleaned well and I had to deal with the smell of smoke my entire trip. When I returned the vehicle to the *************** location ******, I received a $500 smoking fee. I was able to get in contact with the customer service rep at the location and after further review, she was able to see that the previous renter has smoked and said she would have her manager clear the fee from the invoice. I have since been unable to get in contact with the location and have tried reaching out in many ways. I have wasted hours of my time and have received multiple messages back that they refuse to even look at my case. All state that their associate smelled smoke when my car arrived. None have been willing to look any further.I genuinely do not smoke and have not ever smoked in my life. I know this is not possible to prove but I feel wronged because I know I did not smoke in this vehicle. I don't know who else to turn to at this point. I just want to talk to someone at Hertz that is able to listen and help me. This has been a really terrible experience and I know I can never trust this company again. I don't want anything free. I don't want any company credits. I just want this cleared up so I can move on and not use this company in the future.
Business Response
Date: 06/23/2024
BBB Complaint #********

Rental Record #*********

This is in response to ******.
Thank you for reaching out and providing us with this information. My apologies for your experience. After reviewing I see the $500 smoking fee was refunded on 06/21. Please allow 7-10 business days to receive the funds back in your account. Thank you again for allowing me to review your concerns.
Thank you for contacting us.
Initial Complaint
Date:06/20/2024
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.
Regards to Rental Record. 153906130.Hertz without authorization, permission or approval from my access and withdawl money from account I did not use to pay for my rental renewal. I did not use a ***** fargo account to pay for the current renewal so why is Hertz taking money fraudulently out of my WF account!
Business Response
Date: 06/26/2024
BBB Case 21879028
RR No: 153906130

This is a response to *********************;

Our records show that all charges were billed to a card ending in 2908. To clarify, did you receive a charge on a different card?

Thank you for contacting us.
Initial Complaint
Date:06/20/2024
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 for 4 days from Hertz from May *****, 2024. The total with a 20% coupon was going to be approximately $274. I picked up the car at the **************************** and was planning on returning it there. My flight was changed on the evening of May 27, and because the new times did not work with my schedule I was able to get on a flight the next morning (5/28) going out of *******, *********. I knew I would need to pay for an extra day of the rental car and a fee to change the drop off airport. As an aside, it is 2 hours between ******* and ******* airports. Instead of just adding on these additional costs, Hertz changed my entire 4 days to a $270/day fee, without the 20%, and the final charge was $1510. I felt stuck and taken advantage of. This seems like a ridiculous policy for the circumstances. I can see paying an extra day and a dropping off at another airport fee, but it didn't seem like I should be charged that enormous rate for every day I had the vehicle.
Business Response
Date: 06/23/2024
RE: BBB Complaint # ********
RR # 150655901

Dear **************,
Thank you for reaching out to us regarding your complaint regarding your rate change. In accordance with the Terms and Conditions of the Signed Rental Agreement, any changes to your agreed-upon return time, date, or location may result in a change to your quoted estimated rate total and the daily or hourly rate. Please be assured the most economical rate available at the time of the modification was applied. I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. I appreciate the time you have given me to look over your concerns. Have a great day!
Customer Answer
Date: 06/24/2024

Complaint: 21878618

I am rejecting this response because: I don't understand why I was charged $270 per day for the first few days I had the car if I was only extending the day for 12 additional hours. Even if I was to received a different daily rate, why isn't it a normal rate like around $100? Where is it in the contract that it says the rate would be charged $270 for each day I had the car, even though the extension wasn't for a full day? I get I would need to pay extra for the changed in drop off, but this amount seems excessive!!

Sincerely,

*********************
Business Response
Date: 06/26/2024
BBB Case 21878618
RR No: 150655901

This is a response to *********************;

Please understand that our rates will fluctuate depending on the demand of the vehicle class as extending rentals affects availability for other reservations.

Thank you for contacting us.
Customer Answer
Date: 06/28/2024

Complaint: 21878618

I am rejecting this response because: I don't feel you are answering my question. I had a reservation for 4 days. You knew the car was unavailable for those days. I get that extending it by 12 hours would cost more for that day, but it makes no sense why I would also be charged an exorbitant amount on the days I already had a set contract for. When I look up average daily rates for Hertz it is no way near $270!

Sincerely,

*********************
Initial Complaint
Date:06/20/2024
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 just before midnight on 15 May 24 from the Hertz counter at the ******************* paid for with my Government Travel Card as I was on official travel (Rental record # *********). I asked if I could return it to Hertz in ********, ******************* and they couldn't change it but gave me the following # to call: **************. I called that number and they told me it would cost $***** to return the car on the 17th to Hertz ******** and I told them that I wanted to proceed with the ******** turn in. At 2pm, immediately following filling up the tank at the Kwik Star across *******************************************************, I pulled into the Hertz lot and took the keys inside and handed them to the girl behind the counter. She struggled with figuring out how much I should pay (it should have been $163.32 + ***** = $247.28) and said she would email me the receipt later. She asked her husband who worked there as well as called a co-worker who was driving and unable to accept her call but they didn't know how to figure out the charges. The following Wed, 22 May, I called Hertz HLE ******** but was redirected to their main line. I explained the situation and that I needed a receipt. They told me they would contact hertz ******** and I would have a receipt in ***** hours. On 24 May, I still hadn't received a receipt but received an email from Hertz telling me that my vehicle had not been returned. I called Hertz and explained the situation again and was told they would send me a temporary receipt in ***** hours and a final receipt in 7-10 days. I received an email the same day from Hertz for $247.28. I still didn't receive a final invoice and on 29 May, I received a letter from Hertz telling me my vehicle hadn't been returned. On 30 May, I received an email with a receipt that said I didn't turn in my vehicle to the ******************* Hertz until 30 May at 2:46pm and it charged my Government Credit Card for $1128.65.
Business Response
Date: 06/25/2024
BBB Case 21863462
Rental Record 145971416

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

A refund in the amount of $881.37 should post on the billed credit within the next 7 business days. I apologize for any inconvenience.

Thank you for contacting us.
Customer Answer
Date: 06/25/2024

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. If Hertz doesnt send the refund as stated, I will request that you re-engage. Thank you for your assistance.

Sincerely,

*********************
Initial Complaint
Date:06/20/2024
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.
I left a bag of clothing inside my rental vehicle I filed the lost and found protocol issued. It hertz waited the scooted time. Ive called multiple times finally got a number to lost and found department. In calling this number for the past 3 days only getting the voicemail which states. all calls will be returned in the order they were received during normal business hours. I have not gotten a call back from them nor an email stating they have found my items. Rental agreement # ********* *************** 885BMYG The bag of cloths cost $301.34 ************ isnt good at responding to their customers resolving issues or keeping good standing with current clients. I rent at other rental companies because of things like this. Id like my items but I need to be contacted by this company
Business Response
Date: 06/23/2024
RE: BBB Complaint # ********
RR # *********

Dear ****************,

Thank you for reaching out to us today regarding your complaint. I am sorry to hear that you lost items when returning your vehicle. In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. If items are found, we allow them to be kept in our lost and found at the location for a period of 30 days. Please reach out to the location directly for further assistance with your belongings. Please also follow the following link to our lost and found site to see if your items have been found.
*********************************************************************************************************************
I appreciate you bringing this matter to our attention for further review and clarification. Have a great day!
Initial Complaint
Date:06/20/2024
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.
Edited version of my email because only 2k characters:I picked up a rental Saturday June 15, 2024. I was disappointed by the presence of the car (stains on visor, not washed, hole in the driver side carpet). I mentioned it to the representative and was told that their car washing machine was broken. I noticed today (June 19, 2024) that the car trembles at 65 MPH. I called Hertz customer service *************) today at ******. I was told that Case# ******** was assigned for an exchange of my current vehicle. I was told by the re (might I add was rude) that she did not have an exchange for me. She said nobody called her to verify the exchange. She said she only had an upgraded vehicle for an additional $25 a day. I then called Hertz customer service *************) at ****** and spoke with ****. He said that this was a ****************** (which I didn't understand) and that Hertz could not offer me an upgraded vehicle at no additional charge. I paid $25 additional a day for loss or damage. However, somehow this didn't apply. I asked to speak with a Supervisor. **** was exceptionally rude. **** told me that there were no Supervisors available. Then all of a sudden he told me there was a Supervisor available. He then placed me on hold for about 5 minutes and then the call was disconnected. I then called back Hertz customer service *************) at ****** and spoke with ********. She basically said that there were no open locations near me and that she could issue a voucher. I told her that I'm not taking time off of work to get your car fixed. I asked her why she couldn't offer me an upgraded vehicle to keep me safe? She said that wasn't an option. She said I could try to go back to the airport again, tomorrow to "possibly" get an exchange. Why is it my responsibility to take time off work to take YOUR car to the shop? Why aren't you conducting safety checks prior to releasing cars? Why aren't you ensuring that cars are maintained and cleaned?
Business Response
Date: 06/23/2024
RE: BBB Complaint # ********
RR # 162810174

Dear ******************,

Thank you for reaching out to us regarding the quality of your recent rental vehicle. All vehicles should be properly cleaned and assessed before being rented out. We apologize for the way you received your vehicle and appreciate you bringing this matter to our attention for corrective action. Hertz prides itself on providing a clean and well-maintained fleet to allow our customers a comfortable ********************** experience. As a one-time gesture of our concern, I have issued you a refund for $50.00. Please allow 5-7 business days for the funds to deposit into your account. You may see an updated receipt on our website in three business days. I apologize for any inconvenience you experienced with the vehicle. Your satisfaction is our priority, and we look forward to serving you better in the future.
Initial Complaint
Date:06/20/2024
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 June 9, 2024, *********** did not honor our return agreement and retrieved the vehicle while I was moving. Without notification. The rental had a new smart TV, my nine-month-old baby diapers, clothing, formula, and medication for her viral infection. My Mother had purchased items for my new home and has receipts for the merchandise that exceeds $500. Myself and my Mother has tried numerous times unsuccessfully to retrieve my property, even explaining to the customer service reps the urgency of getting back the baby's medication. We followed their policy and submitted a claim online Reference# ********. .We have tried to contact them repeatedly over the past two weeks to no avail. I have been told numerous times that someone will call me back, no one has called and when I try to reach someone over the phone I have consistently been placed on extended holds for over an hour and then the phone hangs up. I need help retrieving my property.
Business Response
Date: 06/23/2024
RE: BBB Complaint # *******
RR # H33373465

Dear Ms. ********,

Thank you for reaching out to us regarding your complaint. I am sorry to hear of your lost items of value. In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. If items are found, we allow them to be kept in our lost and found at the location for a period of 30 days. Please reach out to the location directly for further assistance with your belongings. Please also follow the following link to our lost and found site to see if your items have been found.
*********************************************************************************************************************
I appreciate the chance to review these concerns and appreciate your understanding. Have a great day!
Initial Complaint
Date:06/20/2024
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.
: Falsified charges for date of service 03/03/2024-03/05/2023. returned car at **************** Hertz location, company claims car was returned in ************, ******* on 03/11/2024 which i never stepped foot in ************ charges my account over 1000 dollars i have attempted to retrieve video surveillance for my defense and i have attempted to resolve on own for 90 days, with no success or response from company .i just want them to : Remove charges in the amount of: ******* on card with financial institution and ending in:***** Fargo, 0432 (date in question) 03/12/24 Dear Hertz ,This letter of intent to *** shall serve as a formal notice that ***************************** intends to commence a lawsuit against you due to the following: Falsified charges for date of service 03/03/2024-03/05/2023. Plaintiff returned car at *************************************** location, company claims car was returned in ************, ******* on 03/11/2024. Plaintiff will attempt to retrieve video surveillance for his defense. Plaintiff has attempted to resolve on own for 90 days, with no success or response from company .I. THE PLAINTIFF. ***************************** (the Plaintiff). II. THE DEFENDANT. Hertz (the Defendant).III. SETTLEMENT DEMAND. As a result of your actions, the Plaintiff is willing to resolve the matter by you meeting the following demands: Remove charges in the amount of: ******* on card with financial institution and ending in: ***** Fargo, 0432 (date in question) 03/12/24 customer care case: ******************************* agreement: *********
Business Response
Date: 07/03/2024
Complaint ID: ********
RR#: 986153991

Thank you for contacting us. We have investigated this matter and are unable to verify the vehicle was returned to ********, ** on 03/05/24. Our records indicate the vehicle was scheduled/reserved to be returned to *******, ** on 03/05/24, however it was returned to ************, ** on 03/11/24. Please provide any documentation to support your return to ********, ** on 03/05/24. This documentation can include your flight documents, boarding pass, etc.
Initial Complaint
Date:06/20/2024
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.
RR ********* On or about June 5, 2024, the Uber-Hertz rental I had rented was picked up by a recovery/ towing company. On June 6th I reached out to Hertz customer service number and explained that the car had been picked up and I need to get my possessions out of the car. I was told I need to go online and complete the lost and found form for the items. I did. The next day I went to the ********** location for Hertz where I rented the Uber-Hertz car from and asked if the car was there and that I needed to retrieve my items that were in the car. The lady at the (local) counter gave me two email addresses that I needed to sent an email to stating I needed to get my possessions. She stated that that she had no phone number that I could call and their new policy was to pass the email address on the the Hertz customer for all communications. I received an email that I was copied on on from Vehicle Control instructing me to fill out the lost and found form, which I had already done. On June 7th, I was also copied on an email from a *************************, Hertz Asset Recovery Specialist. The email stated:"MV Trac,Please assist with the below inquiry to obtain their personal belongings.Thank you,"There were email correspondence from June 10th to June 13th, between **************,MV Complaints, MV Trac, Vehicle Control and me(copied).I started contacting ************** after receipt of his email to plead for help with getting my possessions back. My calls prompted him to send ***** emails asking for someone to assist me with getting my items back.I went back to the ********** location on June 12th and was told that the car where my possessions were had been checked in at the *********************** and to go there. I went to the Hertz counter, explained, the lady radio called someone who said to come to her location and check the car. I went to the Hertz maintenance yard where I was told nothing was in the car and she did not know where my things are at. My things valued $758.
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear ************************,
I appreciate you bringing the concern over your lost items to our attention. In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. If items are found, we allow them to be kept in our lost and found at the location for a period of 30 days. Please reach out to the location directly for further assistance with your belongings. Please also follow the following link to our lost and found site to see if your items have been found. *********************************************************************************************************************. I appreciate the chance to review your concerns today. Have a great weekend!
Customer Answer
Date: 06/24/2024

Complaint: 21877024

I am rejecting this response because:
I completed the lost and found forms. I went to three Hertz locations as sore *** by Hertz employees. This was an Uber/ Hertz rental. Hertz directed the vehicle to the picked-up. I was not given notice the car was being picked up and to remove my possessions from the car, Hertz is responsible. When the car was picked up, doors opened and cleaned, my possessions were visible and it took great effort to remove my things. Hertz, once again, is practicing bad business.

Sincerely,

*******************************
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 142233523

I apologize for any inconvenience you have experienced while trying to retrieve your personal items. Please provide an itemized list of the missing items so that I may forward the information to our Fort Lauderdale team for assistance in locating your items.
Customer Answer
Date: 07/01/2024

Complaint: 21877024

I am rejecting this response because:
On Friday, June 28th I located the towing company, without any help from Hertz, to retrieve my belongings. I went to Heat Towing in *****, ** who was hired by Hertz to tow the rental car I was driving. I was given a black plastic bag that supposedly had my possessions inside. When I looked in the bag to inventory my things I saw the a pair of my New Balance shoes were not in there (everything else was there). My Saucony sneakers with customized orthopedic inserts were also not in the bag. I told ********, the person who I dealt with at the towing company what was missing and he told me to contact Hertz. No one wants to take responsibility. This vendor was hired by Hertz therefore making Hertz responsible for my possessions. Either Hertz hired a company that steals or is incompetent, either is deplorable.
The value of my New Balance sneakers is $160. They were in a shoe bag.
The value of my Saucony sneakers is $110. They were in a shoe bag.
My customized orthopedic inserts are $300.
As my original complaint stated I was directed by a Hertz employee at the ********************************* Hertz counter to go to their off-site location where the car was to get my possessions and when I got there the lady drove out to me in an SUV to ttell me that she looked in the car and nothing was in there and she did not know where my stuff was.
I am so disappointed in Hertzs handling of this situation considering I have been a long-time loyal customer.
Sincerely,

*******************************
Business Response
Date: 07/15/2024
RE: BBB Complaint # ********
RR # 142233523

Dear ************************,

I hope this message finds you well. I am writing to you in response to the recent concern you raised about your pairs of shoes that were left in one of our rental vehicles. First and foremost, I would like to express my sincere apologies for any inconvenience this situation may have caused you.

We understand how distressing it can be to realize that personal belongings have been left behind, especially when they hold sentimental or monetary value. Your concerns are important to us, and we appreciate you bringing this matter to our attention.

In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. This policy is in place to protect the privacy and personal belongings of all our customers. However, we understand that mistakes can happen, and we want to do our best to assist you in this matter.

If items are found in our vehicles, we allow them to be kept in our lost and found at the location for a period of 30 days. This gives our customers a reasonable amount of time to claim their belongings.

To assist you further, we have a dedicated lost and found site where you can check if your items have been found. Please follow the following link to our lost and found site: [Lost and Found](*********************************************************************************************************************)

We truly appreciate your understanding in this matter and the chance to review your concerns today. We value your business and are committed to providing you with the highest level of service. If you have any further questions or concerns, please do not hesitate to contact us.
Customer Answer
Date: 07/18/2024

Complaint: 21877024

I am rejecting this response because:
I did not leave my possessions in the car purposefully. I was using the car under the Uber/ Hertz rental program and the car was picked up because my payment was late. Had I been given the chance to remove my things before Hertz had the car picked up i would have gotten all of my things out. At this point the fault lies with Hertz. I was never given the opportunity to remove my things from the car. I need my shoes and customized orthopedic inserts. Its time to stop this back and forth and for Hertz to do the right and honorable thing.

Sincerely,

*******************************
Initial Complaint
Date:06/20/2024
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 car online and paid in full. When I got to SeaTac to get my car, they added insurance that I did not approve for an additional $551.94. I saw the additional charge and asked the clerk what it was and told her that I did not want it, and they left it on there and charged me. They have my signature, but I was lied to by the clerk. I said I had already paid in full and asked what additional charges I would have, and she said only for the gas, which I approved. They receive a commission for upselling insurance. I was scammed and lied to.
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear ******************,
Thank you so much for reaching back out to us about your complaint. I understand your frustration over your recent rental bill. I have reviewed and attached your signed rental agreement. On page 1, you agreed and accepted the Loss Damage *************************** Supplement, and Fuel Purchase Option. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement, the charges are valid, and no adjustment is warranted.
I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. I appreciate the time you have given me to look over your concerns. Have a great day!
Customer Answer
Date: 06/27/2024

Complaint: 21874619

I am rejecting this response because: Although the agreement is signed, I specifically asked the clerk what the additional charges were and told her that I did not want the insurance. She assured me that I would not be charged anything in additional besides the gas, which I agreed to. She lied to me and makes a commission off of upselling the insurance. I do not accept this, and want a refund.

Sincerely,

*************************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: 145005302

While we are unable to substantiate a verbal conversation, in the interest of customer service we have issued a refund for 50% of the *** and LIS. The refund amount is $239.17, please allow up to 10 days for the refund to post to your account.
Customer Answer
Date: 07/03/2024

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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