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.
1,713 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:08/25/2023
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 made a reservation about a week ago at hertz ****** location, ******** ************ have used hertz for years for business travel through State Farm and utilizing our corporate discount for personal travel. I booked my reservation using my debit card and was told that I had a hold which I was aware of. When processing the rental I was informed the system couldnt verify me. And they didnt know why but I would have to use a credit card and I didnt bring one with me so it left me stranded at Hertz. Manager said he couldnt help me nor any of the customer service numbers I called. Im here for a funeral and a wedding and at the time I needed them most they left me hanging. Been renting from them for over 20 years. Bank verified account had sufficient funds and I have excellent credit not to mention *** rented from them over the years. ***** disappointed. ****** said hes never seen the system do that before but unfortunately he cant rent unless I have a major credit card. Thank you, *********************** ************ Your Confirmation Number is: K5913681507
Business Response
Date: 09/01/2023
BBB Case 20521849
Res No: K5913681507D

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

Upon my investigation I found that when attempting to use your card on both devices, it was found that it was not an acceptable form of payment. Please be advised that when using a debit card for a retail rental you are required to have two forms of I.D., a $500 deposit, and if renting from an airport, a return flight coinciding with the return date. Additionally, you are only able to rent vehicles from classes A-F and Q4. I apologize for any confusion regarding our Debit Card Policy.

Thank you for contacting us.
Customer Answer
Date: 09/04/2023

Complaint: 20521849

I am rejecting this response because: My card had sufficient funds and I was aware of $500 deposit. We contacted my bank, navy federal at that time and they confirmed that I had more than enough funds. Hertz pulled up my previous address and current rental property ********************. The manager said my card wasnt declined nor my credit and that it was as if the system couldnt verify me but they pulled up my previous address and I was using corporate discount that i always use and Ive rented from them for years. It left me in a bad situation as I had a funeral a couple hours later.

Sincerely,

***********************
Business Response
Date: 09/07/2023
BBB Case number:20521849

Res ID or RA #:***********

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

Again, we apologize for the inconvenience caused when the Rockford location was unable to process the debit card. Regrettably, in some instances there are system glitches or problems that prevent a transaction from being processed. Unfortunately, this is not something we can predict when it will occur.

Thank you for contacting us.
Customer Answer
Date: 09/08/2023

Complaint: 20521849

I am rejecting this response because: there should be a way to manually verify when system glitches do occur. I have rented through hertz numerous time and the system showed my current address and my rental property. To be dismissive of the situation saying it happens sometimes doesnt seem right especially when a reservation was made and I have a history of renting from for business and personal. Its very disheartening to know that hertz doesnt value their loyal customers. I was there for a funeral that occurred a few hours later and to deal with that was very upsettting and the dismissiveness from the corporate level is even worse.

Sincerely,

***********************
Initial Complaint
Date:08/25/2023
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.
3/26/23 I rented a car from Hertz at *** airport location. I was told to choose my own car and I chose the only non SUV option left. I would be driving to ************ and back and didn't want a large vehicle. I should have gone around the car and checked everything out first, but the car was in the basement of their parking deck where it is pretty dark and I didn't see any initial problems with the vehicle. I arrived in ****** and looked at the car in the light, there were many defects on the interior and exterior. I didn't think it would be a problem because all of the defects were clearly older and some had been attempted to be fixed. There was even a bright yellow arrow on the red paint pointing at a broken panel. I only needed the car for 2 days so I thought I would speak to someone when I came back to ***. On 3/28 I returned the car. I did not have any accidents during my time with the car. I spoke to the man who received the car and showed him the damage I was concerned about. He said that the car was a 2020 and was going to be taken out of the fleet soon, if not immediately after my use. I went home and heard nothing for several weeks. 5/2 a Hertz representative said I owe $1192.98 from the damage to the vehicle. I explained that none of that damage was mine, but she needed pictures from before I had the car. I wrote Hertz a physical letter explaining the situation and just heard back from the same rep that they needed pictures before I took the car to prove it wasn't me. They offered to let me only pay $661.80 to settle the debt and they also wanted me to get my insurance involved. After going back and forth a few months, there is nothing I can say or do so they have sent the debt to collections. I received the collection notice for the original amount of $1192.98. Please look at the pictures. You can see the damage on that vehicle could not have been caused in the 2 days that I had it. The site won't let me upload my photo proof, I'll get help
Customer Answer
Date: 08/28/2023
I just put in a complaint on the website and even after comparing my file, I couldn't attach it to my complaint. I have attached it to this email, but if there is somewhere else to send it please let me know. I think it might be a problem on the whole site.

Also, trying to email you from any of the pop *** on the site doesn't seem to be working either so I am emailing you here.
Business Response
Date: 08/30/2023
BBB Case number: 20521122
RA #: 168652864

This is in response to ***************************,
Regrettably, we do not handle claims in this department. All damage claim disputes are handled by our ***************** team. I have forwarded this case to them to handle. They will reach out to ********************** direct. They can be contacted direct at ************************************************** or calling **************.

Thank you for contacting us.
Initial Complaint
Date:08/25/2023
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.
I rented a car from ********* and drove it to *******. Along the way I had a tire blowout and called for assistance. There was no spare wheel in the car, which astonished me but seems to be somewhat standard practice now. I had the incident at around 4pm. When I called Hertz I was told somebody would be with me ASAP and whilst they couldn't give me a concrete estimate it would likely be within 90 mins. They also said they would send me a Lyft to take me to the nearest Hertz location. I returned to my car to wait (no cell service). At around 8am the following morning (16 hours later) I got a lift to a phone and called again and was told that the truck was on the street I was on and would be there soon. At around midday the truck arrived, full 20 hours after the incident. The tow driver told me he had been dispatched at 9am, 17 hours after the incident, so the information given to me at 8am was entirely a lie. I was charged $694 for this service, which left me in the desert in a potentially life threatening position in 100 degree weather - somebody literally died on the same road a couple of weeks afterwards. When I returned the car the ********* office accepted that the service was not delivered acceptably and gave me $300 off the service but said to contact customer service for the remaining $396. I have contacted customer service multiple times and have got $200 more off, leaving $196 remaining. Nobody can give me any specific information about the logic used for these deductions and why I am not being given the full refund here as promised in *********. In my most recent communication, I asked for a response to 2 very specific points and received a completely generic "we value your feedback and your comments have been heard" response, which was incredibly infuriating. The approach completely appears to be trying to tire me out with non-responses. Can somebody please address my comments directly?Rental record is K4512386762 ******** care case is ******** Thanks
Business Response
Date: 08/30/2023
BBB Case number: 20520140
RA #: 386288895

This is in response to *********************,
We sincerely apologize for the problems you experienced with your June 18 rental. In review of your **************** report case, we are showing you initially called Roadside around 4:53pm on June 20, the representative noted the customer was calling around for local towing companies and would call back. We received a call back at 6:58pm and a tow truck was requested to be dispatched at 7:05pm. However, the towing service called Hertz around 11:10pm to report they cancelled the request because they needed a better location for pick up. The towing service then called again around 2:45am on June 21 advising they needed a per location for the disabled vehicle. Notes indicate both Hertz and the towing service tried to contact you, but were unable to get through. The coordinates of the vehicle were provided to the towing service to try and locate the vehicle.
We are also showing the Lyft was dispatched on June 20 at 7:12pm. Unfortunately, we cannot confirm why the Lyft never arrived to pick you up on June 20.
We regret the inconveniences you experienced due to the delay with the tow truck. As a gesture of our concern, I have issued refund of the remaining **************** fee. Please allow 7 to 10 business days for the $194.08 refund to reflect on your **************** ending 2001.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 09/02/2023

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:08/25/2023
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 was told if I use my credit card my hold will be refunded with 3-5 business days it now going on 10 days the transaction is still pending My bank spoke with them to let them know it was released or the fund immediately would.have gone to My account. I can't dispute the transaction because its still pending, I have a child going back to school and bills no other rental company does this. They need to be looked into
Business Response
Date: 08/30/2023
BBB Case number: 20520055
RA #: 527007353

This is in response to *************************,
No charges were billed to your account by ********************** at time of rental. When the contract was closed, the authorization hold Hertz placed on your account at time of pick up was released. Depending on the credit card company, there may be a delay between the time the hold release request wa sent and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 08/31/2023

Complaint: 20520055

I am rejecting this response because:
As of today August 31st 10:40 the charge is still in pending status my bank spoke to hertz and informed hertz it is on their end the fund are not released because it is still pending and the bank cannot do anything to a pending charge. My bank cannot dispute and advise hertz to check their end
Sincerely,

*************************
Business Response
Date: 09/05/2023
BBB Case number: 20520055
RA #: 527007353

This is in response to *************************,
As noted previously, no charges were billed to your account by **********************. A copy of the final invoice is attached for your review. A authorization hold of $200.00 (code ******) was placed on your account at time of pick up and this hold was released in our system when the contract was closed on August 15.
If the hold amount has not been released from your account, you will need to dispute this with your bank/credit card as the hold is no longer in our system.
Thank you for giving me the opportunity to review this matter again.

Customer Answer
Date: 09/07/2023

Complaint: 20520055

I am rejecting this response because:
My bank was on a 3 way call with your customer service and made it clear to ********************** if it was released then I would have the money in my account so there is a glitch in your system I rented vehicles after 8/15 with the same card and my money was returned within 24 hrs with enterprise the issue is not my bank we clarified that already the bank stated that to your rep and ask for a texhh to look on your end. I am not the only victim call your ********* ** location the manager ****** stated that others were having the same.issue and he doesn't understand why even his own uncle was a victim ! Please review the glitches your company has. And as of today 9/7/23 it is still pending. I cannot dispute a pending charge ******* also told you that as well its going on 1 month now. Review your ******* acct others are having the same issue

Sincerely,

*************************
Business Response
Date: 09/14/2023
BBB Case number:  20520055
Res ID or RA #:  527007353

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

After a thorough review of this matter, we stand by our previous replies. As indicated, the authorization release is processed when the vehicle is returned. Please note, once the authorization hold has been released from the account, it will not appear as a credit. It will just be removed from the statement and the funds will no longer appear as pending. Therefore, if you no longer see a pending transaction on their account from **********************, then the hold has been released. No additional action can be made.

Thank you for contacting us.
Initial Complaint
Date:08/24/2023
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.
My husband was rear ended by a a hertz rental customer on 8/14. His ********************** record number is *********. We made a police report and completed an online claim with hertz. We uploaded photos on the claim. We have not heard anything from hertz so we contacted our insurance and found out the man was uninsured and did not buy hertz insurance. It has been yeh days since we made a claim with hertz. My husband went to the doctor and the doctor ordered an X-ray. We cannot pay for the costs out of pocket and my husband needs his car fixed. Hertz needs to assist us with this matter as the driver was a hertz renter and without insurance. We contacted the hertz claims department today and was told no adjuster has been assigned to this case. The lady seemed confused and could not answer our questions. The claim number is ********. We need hertz to take responsibility and provide assistance. I have spent so much of my time trying to get this figured out and am getting nowhere.
Business Response
Date: 08/30/2023
BBB Case number:20518383

Res ID or RA #:NA

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

Regrettably, we do not handle damage claim cases in this office. I have forwarded this case to our ***************** team. They will contact the customer directly. If they need to reach claims, they can e-mail ************************************************** or call ************.

Thank you for contacting us.
Customer Answer
Date: 08/30/2023

Complaint: 20518383

I am rejecting this response because we have tried to submit a claim with claims department and have not had a response. This incident was two weeks ago now.

Sincerely,

*******************
Business Response
Date: 09/05/2023
BBB Case number: 20518383
Res ID or RA #:

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

We apologize for the delay in being contacted by our ***************** team. As indicated, we are unable to handle damage claim cases in this office. I have verified our ***************** team has received this information. Any further inquiry should be directed to ************************************************** or call ************.

Thank you again for contacting us.
Initial Complaint
Date:08/24/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My rental numer RR ********* I rented a car through Uber had the car for about 3 weeks. I returned the car before my contract auto-renewed. Thinking that returning my rental before the auto-renew date I would be released from the $342 financial obligation. I returned the car on Monday and on Wednesday my card was charged $342.82 with no receipt. I called the number associated my the rental location I rented the car from the phone system was only automated. I wasn't able to speak to live person to get the situation resolved. I drove to the rental location and the cashier wasn't able to assist me as they couldn't understand why I was charged. I was given a **** number and then I was able to speak to someone and gain clarity on why I received this charge. My frustration is I returned the car thinking I was avoiding receiving the weekly charge. I returned the car. I received a receipt at the end of my transaction at the rental location, indicating that my business with HERTZ was completed. Only to receive a charge for $342 days later with no receipt emailed detailing what the charge was for. I had to call two different numbers just to receive an explanation of the charges on my account.
Business Response
Date: 08/30/2023
BBB Case number:20518220

Res ID or RA #:*********

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

Our records show ********************** has been billed for 3 weeks of rent at $342.82 per week. The last rental was from August 14 - 21.

Thank you for contacting us.
Initial Complaint
Date:08/24/2023
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.
Dear Better Business Bureau,I am writing to file a formal complaint against Hertz regarding unauthorized charges made to my credit card following my recent car rental experience. My rental agreement number is #*********. I rented a vehicle from Hertz from August 10, 2023, to August 17, 2023.A few days after returning the vehicle, I was shocked to discover a charge of $451.39 on my credit card statement. The breakdown of these charges consists of a $400 smoking cleaning fee and an additional $51.39 for fuel. I strongly dispute both of these charges as they are entirely unwarranted and erroneous.Firstly, I want to emphasize that neither I nor anyone in my party smoked in the rental vehicle during the entire rental period. It is baffling and unjust for Hertz to impose a $400 smoking cleaning fee when no smoking occurred in the vehicle. I take personal offense to this unfounded accusation, and I find it disappointing that Hertz would resort to such practices.Furthermore, I returned the rental vehicle on August 17, 2023, with the same fuel level (6/8) as it had upon pick-up. It is perplexing why I am being charged an additional $51.39 for fuel when I complied with the fuel level requirement as specified in the rental agreement. This charge appears to be a clear oversight on Hertz's part and raises concerns about their billing accuracy.I am hereby requesting a thorough investigation into these charges and urge Hertz to provide evidence to support their claims of smoking in the vehicle and the alleged fuel shortage. I also request an immediate refund of the unauthorized charges totaling $451.39. I believe in fair and ethical business practices, and it is disheartening to experience such unjust treatment from a company that I trusted with my rental needs.
Business Response
Date: 08/31/2023
BBB Case number: 20518114
Res ID or RA #: 526303116

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

We apologize for any misunderstanding regarding the billing received. I have verified a credit for the refueling charge of $51.39 has been processed. We have reached out to the renting location regarding the additional cleaning fee. Our request for an adjustment of this amount has been denied. According to the location, the vehicle was returned with a marijuana smell and contained ashes in the cupholders and floor. Therefore, we are unable to provide a refund for this amount.

Thank you for contacting us.
Customer Answer
Date: 08/31/2023

Complaint: 20518114

I am rejecting this response because: there was no one in my party that smokes marijuana or anything else. Please provide pictures of the ashes if possible.

Sincerely,

***********************
Initial Complaint
Date:08/24/2023
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.
Well picking up car at *************** was made to wait in line for two and a half hours then to be told its a three hour wait for car. Went next morning and was made to wait a hour and the car was nasty dirty and I was told I had to take it or leave it and I had no other choice but to take it and have it cleaned inside and out myself. The agents were disrespectful and rude and I had an anxiety attack and was made to feel like a piece of c*** Then returning the car they tried to add an extra day No one is addressing my issues
Business Response
Date: 08/30/2023
BBB Case number: 20516908
Res ID or RA #: 425380314

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

The issues you encountered at our ******* location is a concern to **, and we sincerely apologize for the inconvenience you experienced. We always want to provide quality service and vehicles to our customers and certainly appreciate your letting us know of your experience. This matter will be reviewed with the appropriate location personnel. As a gesture of our concern, a credit of $50.00 is being processed to your **** account.

Thank you for contacting us.
Customer Answer
Date: 09/02/2023

Complaint: 20516908

I am rejecting this response because: the promised credit has not been applied and out of all fairness for the inconvenience of waiting an unprecedented period of time for the rental and to have to go back the next morning to wait again to be given a dirty car that contained food dirt and odors wing with rude customer service you have to be kidding me. The cost to clean was almost $50

Sincerely,

*****************************
Business Response
Date: 09/07/2023
BBB Case number:20516908

Res ID or RA #:*********

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

Our records show the $50.00 credit was processed on September 1. This credit went to the **** ending in 8868. As a gesture of our concern, an additional $50.00 credit is being processed to the same account. Please allow 3 to 10 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 09/07/2023

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:08/24/2023
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.
We rented the ** manager special, which states it holds 5 adults and 4 suitcases. This was false advertising. The car we were given (which was electric) but did not hold 4 suitcases. It held 2 suitcases. So we were stuck driving on a two-hour trip holding the rest of the luggage. I had to sit with my legs crossed in the front as I had suitcases piled ** in front of me for 2 hours. This wasn't safe, but it was our only option due to the time. The car also wasn't fully charged, the saleswoman says "They don't do that." Not sure if that is a protocol or not. So we had to go and charge the car before we could go on our trip. I reached out to the company (and stated I could provide pictures) but nobody has even responded. I am reaching out via BBB in hopes that I get a response. I would have never rented this car if they were up front and honest with the amount of suitcases the car could actually hold.
Business Response
Date: 08/31/2023
BBB Case number:  20515837
Res ID or RA #:  429532574

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

We apologize for any misunderstanding regarding the vehicle class reserved. Hertz' classification of vehicles is based on a number of factors including the manufacturer's specifications, vehicle size,equipment, capacity and cost. As indicated in the vehicle specifications:
The vehicles shown are examples. Specific makes/models within a car class may vary in availability and features such as passenger seating, luggage capacity, equipment and mileage.
******** electric vehicles.
For vehicles with 3rd row seating, the luggage capacity will vary when the 3rd row is upright and/or folded down.
For 15-passenger vehicles, the luggage capacity may be limited compared to 12-passenger vehicles.
Thank you for contacting us.

Customer Answer
Date: 08/31/2023

Complaint: 20515837

I am rejecting this response because I would like to be compensated for the false advertising and the position we were put in. This doesnt say just a suggestion, results may vary,etc. This is absolutely false advertising.

Sincerely,

*************************
Business Response
Date: 09/05/2023
BBB Case number:20515837

Res ID or RA #:*********

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

The vehicle information is listed online, attached is a screenshot with the vehicle information.

As a gesture of goodwill, a credit of $50.00 is being issued to the **** account ending in 4396. Please allow 3 to 10 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 09/05/2023

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:08/23/2023
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.
Greetings,I rented a vehicle from Hertz rental *** Airport location in ***************, ** to use on my vacation. Rental Record#*********. I had possession of the vehicle from May 21, 2023 (11:54pm) to June 01, 2023 (1:30pm). On returning the vehicle, the employee that received the car back, looked inside, walked around and visually inspected the whole vehicle, and did not give me any receipt when asked for one. He said to me and my wife not to worry, that we "were good to go" and they would email the receipt to me. I have not heard from them up to today (August 23, 2023), when I got an email saying that they are about to bill me for the full cost of a new windshield. On the paperwork attached, is the supposed inspection done at a later time (after the visual inspection when the vehicle was returned in front of me and my wife), there's no inspection time (?), just the date. This is an outrageous charge without cause/proof that I was the one responsible during the period that I had the vehicle. There's no reason why I should be charged a full price of a windshield replacement 11 (eleven) weeks after returning the vehicle. They are saying on their "report" that they tried calling me twice on June 17, day which I was off work and received no call or messages from Hertz that day. I would like please BBB to intervene on this matter to have this issue settled. Thank you very much for your assistance,***********************
Business Response
Date: 08/29/2023
BBB Case number: 20515160
Res ID or RA #: *********

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

We apologize for any misunderstanding regarding the damage charge billed. All damage claim disputes are handled by our ***************** team. For further inquiry, please contact them directly at ************************************************** or by calling ************.

Thank you for contacting us.
Customer Answer
Date: 08/29/2023

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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