Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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:08/23/2023

  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.

  Hertz outsources the administration of traffic fines and related Hertz administrative fees to a company by the name of *** ********** Services which is apparently owned by Verra Mobility. This company has numerous problems, including a web site that is not secure because of a certificate that has been invalid for almost a year and a half, a web site is not always operational, a Notice search function that is prone to error and returns no results, and a phone payment system that repeatedly records incorrect digits when entering a credit card number for payment. I contacted Hertz to make them aware of these issues, but have received mostly keyword and template-driven non-answers, perhaps by a Bot instead of a person. After four or five email exchanges, despite asking for the complaint to be escalated to a supervisor, the response was "talk to ***". They took no ownership of the issues and no interest in resolving the problems, despite the obvious security risks and poor service their customer (me) was being subjected to. In addition, due date for the $30 "Administrative Fee" that Hertz charges through *** (separate from any traffic fine paid to a local jurisdiction) is inefficient and unrealistic. The date of the *** Notice was 7/25/23 but it was sent via US ************** and took seven days to reach me even though Hertz has my email address on file and could have used it for communication as they do with everything else. The due date was then 8/9/23 - just 15 days after the notice date and eight days after it arrived at my house while I was away on vacation and unable to respond in time. I don't dispute the traffic citation, nor do I dispute the Hertz $30 Administrative Fee, so I'm not seeking any remuneration. I contacted Hertz in good faith to a) make them aware of issues with their sub-contractor, and b) ask them to look into the security concerns, but they refused to acknowledge anything or take any action towards resolution. Rental Agreement #*********

  Business Response

  Date: 08/29/2023

  BBB Case number:  20513533
  Res ID or RA #: *********
  
  This is in response to *********************,
  
  We sincerely apologize for the inconvenience experienced dealing with ATS.  As advised, ATS is responsible for the administration of traffic and toll violations.  As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.  The information you have provided is very important to us.  Please be assured your comments will be shared with the appropriate Hertz management.
  
  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,
  
  *********************

• Initial Complaint

  Date:08/23/2023

  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.

  Reservation ********** I was involved in an accident I called hertz and spoke to him ******* on the phone and got the details on renting a car through an insurance claim. ********************* advised me that renting a vehicle with insurance would require a $50 deposit instead of the $200 deposit for normal rentals. I spoke with *** on the phone in 2 different occasions to verify this information before paying for an Uber to arrive at the hertz. I provided *** my confirmation number provided to me by the insurance claims department of hertz. At the end of the checkout *** then says it has to still charge me a $200 deposit after he told me several times that it was only going to be $50. *** then says sorry and that there is nothing he can do as the branch manager. I proceeded to call the insurance and the insurance verified that this is an insurance claim and that they are liable. I asked for jobs manager since he was unwilling to help and hold his self accountable for what he said over the phone, after trying to call his supervisor I found out that *** didnt even give me the right location or direct number to his supervisor like I asked. I had to them order another Uber to get home because he kept helping other customers and not helping me resolve the issue he created by not honoring the information he gave me several times over the phone. I have yet to get in touch with his supervisor the phone number just rings and rings until the phone hangs up on me. This is completely unacceptable this has caused me to waste my time and money and I am still without a car to get to and from work among all the other daily responsibilities I have.

  Business Response

  Date: 08/29/2023

  BBB Case number:  ********
  Res ID or RA #:
  
  This is in response to ****** *********,
  
  We apologize for the inconvenience experienced.  Unfortunately, our team is not able to access your Insurance Replacement reservation.  In order to review this matter further, please provide the renting location information, as well as the rental date confirmed.

  Thank you for contacting us.

  
  

  Customer Answer

  Date: 08/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

   

  The location is *************** and the manager is *********************** the date of rental was 08/24/2023

  Business Response

  Date: 09/08/2023

  Complaint ID: ********
  ********************** Res#: ********************* correspondence is being sent in response to ****** *********. 

  We apologize for any inconvenience or misunderstanding regarding the required authorization hold for your replacement rental through Hertz. We have received a response from the General Manager at our renting location in Signal Hill. They have advised that at the time of inquiry, they advised that if the insurance company would be paying for the rental via direct bill, then the authorization hold is $50.00. They have confirmed during this conversation you advised the rental would be covered by insurance and that you were en route to the branch and disconnected the call. Unfortunately, the call had been disconnected before the branch representative was able to pull up your reservation details to confirm the type of booking.

  However, when the information was reviewed, our branch representative confirmed your reservation was not booked as a direct bill replacement reservation but rather a self-pay/reimbursement booking because the branch did not have direct billing information from the insurance company. The location even contacted the insurance company to confirm this information. A booking that is not direct billed to the insurance company requires a hold of $200.00. They have confirmed a vehicle was rented from the branch.

• Initial Complaint

  Date:08/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car, I returned the car before the required time, the rental location failed to check in the car in a timely fashion. I received a notification of an additional hold charge on my credit card, which was then finaled. I notified the rental car return location of the error the morning after I received notice of the additional credit card hold and still they put it through and "finaled" the charge. I spoke with an employee the morning after who said it would be corrected, and later a manager who admitted the error, but failed to provide resolution.My rental record was: *********, showing the correct amount of $272.98. I was charged $379.36. The overcharged amount is $106.38, plus $2.00 for parking and $58.95 for my mileage to visit the return location a 2nd time trying to get resolution. A total amount of $167.33. As a last resort, I disputed this amount with my credit card, and now have been billed and sent to collections for this amount.I just want my account cleared and my good credit reputation restored, as I did nothing wrong.

  Business Response

  Date: 08/29/2023

  BBB Case number:  20512250
  Res ID or RA #: *********
  
  This is in response to *************************,
  
  We apologize for the inconvenience experienced.  Our records indicate the collection amount of $167.33 has been cleared.  Therefore, no additional request for payment should be received.
  
  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,
  
  *************************

• Initial Complaint

  Date:08/23/2023

  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.

  I reserved a vehicle for August ***** at the *********** airport using the Hertz App. This trip was to drop my freshman off at *** in ***********, so a car was necessary. I entered my expected time of 11 Am, but also completed the flight detail Information so that, according to the app, Hertz could track it. My flight was cancelled and replacement flight delayed. My husband called to verify the vehicle would still be there. Hertz rep said no problem. We landed at close to midnight to find no vehicle. Not only for my family, but DOZENS of others. There was screaming and a fistfight at the rental center, it was a scary situation. Hertz refunded my rental amount. But they refused to refund the **** we had to take to and from *********** as there was no other transportation option. They did offer to pay one way, which made no sense. Im out $150, and more important army, college move in was ruined because Hertz was unreliable. Shame.

  Business Response

  Date: 08/28/2023

  BBB Case number: 20512093
  Res ID: ***********
  
  This is in response to *******************************, 

  We sincerely apologize we were unable to provide a vehicle for your August 12 reservation.

  We are showing we have submitted a refund of $86.64 for the prepayment of your reservation and a credit of $110.93 for a partial refund of the Uber costs you incurred. In further review of the information you have provided and the information available in our system, I have submitted an additional $90.63USD refund to you MasterCard ending ****. This additional credit represents the total of the Uber expenses you incurred, less the amounts already refunded/credited for the prepayment and partial Uber expense. Please allow 7 to 10 business days for these credits to reflect on your account. 

  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.  
  
  

• Initial Complaint

  Date:08/23/2023

  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.

  Hertz Rental Car: Electronic Vehicle Rental -At the time of rental, the website indicates they attempt to provide the vehicle with a charge of at least 80%. During my recent rental experience, this occurred as our vehicle had 87% charge at the time of pick-up.-The contract indicates you need to return the vehicle with at least 70% charge. Please refer to the *** CHARGE L**EL AT PICK-UP AND RETURN" section from the contract that I attached to this complaint. This is from the actual terms and conditions that I signed.-In my situation, I returned the car with a battery level of 77%, however they still charged me $35.00 to recharge the battery and stated that it needed to be at a minimum of 80%, which they claim is their policy. This directly contradicts what is stated in their terms and conditions as referenced above.-Additional Options: Employees will ask if you want to purchase a "Charge Purchase Option (CPO)" for $35, at the time of rental, which allows you to return the car at any charge level. Please refer to section CHARGE PURCHASE OPTION (CPO)/** BATTERY RECHARGE FEE/UNDERCHARGE BATTERY FEE, in the attached document, which is several paragraphs below the first section I referenced. According to this section, if you purchase this option, you are safe to return the car at any charge level. However, if you do not purchase this option, only this section states the car must be returned with at least 80% charge to prevent the $35.00 fee. This directly contradicts what is stated above in the ** CHARGE L**EL AT PICK-UP AND RETURN section.-Lastly, according to the Hertz website dated 4/28/23, electric vehicles need to be returned with either the same level of charge, or 75% whichever is lower. This screen shot is also attached for reference.-Hertz as a company has confusing and contradicting requirements for their battery recharge return and is likely over-charging many customers. They should correct this misleading information.

  Business Response

  Date: 08/29/2023

  BBB Case number:20510418
  
  Res ID or RA #:*********
  
  This is in response to *************************,
  
  We regret any misunderstanding regarding the ** charge fees.  
  
  Customers are required to bring the vehicle back at the same charge level received.
  
  Electric vehicles returned under 10% charge will result in an Undercharge Battery Fee.
  Hertz offers three flexible charging options to customers renting an Electric vehicle:
  
  1. Charge Purchase Option (***): Customer purchases the battery charge at the time of rent. Upon
  return, the battery must be above 10% charge; otherwise, an Undercharge Battery Fee will be
  applied. *** purchase is final with no refund for unused charge. The *** fee is $35.00 USD.
  
  2. Electric Vehicle Battery Re-charge: *********** Vehicle is returned with a charge level less than 70%,
  customer will be assessed an ** re-charge fee of $35.00 USD, unless the charge level at time of
  rental was less than 75%. If the Electric Vehicle is rented at with a charge level of less than 75%,
  no ** Battery Re-charge fee will apply at return. If customer returns the Electric Vehicle with a
  charge level less than 10%, an Undercharge Battery Fee of $25.00 USD will apply in addition to any
  applicable ** Battery Re-charge fee.
  
  3. Self-charge: Customer self-charges prior to return.
  
  Customers may charge the battery themselves before return, or the customer may return the vehicle with a
  charge level 70% or above.
  
  Customers who fail to return with a charge level 70% or above will be charged the undercharge battery fee. 
  
  In this case, the $35.00 ** charge fee was refunded on August 24.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/23/2023

  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.

  My weekly fee was $297. On Aug 3, 2023 I was charged $595. I tried calling all day Thurs., and **** and Sat. morning. Noone EVER answered any of my calls. So I returned the car at 12;40pm. they had closed at noon. I left the keys with a note explaining and requesting a call as to why I was double billed. Monday, since I did not get a call, and i had found out that they do not credit for days not used, I drove the 35 miles again to get answers in person. Well. that was useless. I was told that they closed out my account and in doing so, no longer have access to my information and that I would have to call the ***** number. The same number I called for 2 days! I didn't think it was legal to charge a person for services not provided. I feel that I'm due $297 plus the cost of 3 days rent on a car I did not have. I spent over $2300 rent and who knows how much more than I has anticipated on gas. Not to mention hours of frustration and 3 days of missed work.Also,I went online and reserved a compact car and was issued a confirmation number. But when I got there, they did not have any compact cars, economy cars, standard cars, or midsize cars available. I was told they only had a van. I drive for Uber and gas mileage is important. I started to voice my disappointment and suddenly they had a small SUV. The mpg was 10 less than what I had reserved. And I now had no way home (35miles away). I took the suv with the promise that when a compact, economy or standard car came in, they would contact me and I would switch. 8 weeks later..... still got the suv.

  Business Response

  Date: 08/29/2023

  BBB Case number:20443231
  
  Res ID or RA #:*********
  
  This is in response to ***********************,
  
  We regret any misunderstanding regarding the charges billed.  The $595.66 billing was for 2 weeks from July 18 - August 1, the other ******** for $297.83 were each for 1 week.  Attached is a copy of the rental invoice.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20443231
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2023

  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.

  Hertz rental record ********* for dates 8/5-8/12. For two tolls totaling $5.90, I was charged a "convenience fee" of $19.98. This is 338% of the toll amount, which I believe is excessive. Why not charge customers $1,000 per toll while they're at it? I called Hertz to complain and was told this was disclosed to me in the rental agreement and that all rental car companies do it the same. However, in pulling up the email I received with subject line "Hertz Gold Record Agreement," there is no mention of this amount. But there is a link to click with the full terms and conditions, where I assume this amount is disclosed. But that document is ****** words long. It is unreasonable to expect every customer to read a ****** word document or hire an attorney to do so. There is an expectation of fair pricing. I believe a convenience fee of 338% the amount of the actual service is excessive. I am asking for a refund. I am also asking for a cap to be placed on these convenience charges for all rental companies. If unable to unwilling to place a cap, then there should be more prominent disclosure of very high fees like this so that customers are made aware and can pursue alternatives like a cash toll lane. Thank you!

  Business Response

  Date: 08/29/2023

  BBB Case number:  20511789
  Res ID or RA #:  523386463
  
  This is in response to *************************,
  

  I sincerely apologize for any misunderstanding regarding the charges billed for the toll fees.  PlatePass is responsible for the administration of toll fees.  The terms and conditions of toll charges are provided on pages 4 and 5 of the rental agreement provided at the time of rental.  Attached is a copy of the rental agreement for your records.
  
  Thank you for contacting us.

  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20511789
  
  I am rejecting this response because:

  The provided document is different than the term and conditions I received on 4/29/23 when I booked the rental. Those terms and conditions to not mention this $9.99 surcharge for tolls. On the day of rental, I was not provided any additional documentation showing these charges. As mentioned, this surcharge of $9.99 for cashless tolls (i.e. users are forced to use this device against their will and with no disclosure or non-obvious disclosure). I am a smart person and have reviewed the documents that I actually received before stepping foot in the vehicle and can find no mention of this egregious charge. This is a very harmful policy meant to deceive consumers and collect improper fees for the rental company. Please see my original request. I will not be satisfied until my concerns have been addressed. Thank you for your assistance.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/01/2023

  BBB Case number:20511789
  
  Res ID or RA #:*********
  
  This is in response to *************************,
  
  Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips.  As I am sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation.  ****************** fee is in place to help Hertz recoup our costs from managing the toll program.  
  
  We disclose this fee to our customers using various methods, website, rental agreement, signage at the counter and exit booth. We try and publish as much communication as we can to ensure customers have all the details on how the program works. 
  
  We take feedback seriously and dont ever want customers to feel surprised. 
  
  As a gesture of our concern, a credit of $9.99 is being issued to the **** account ending in 5313.  This represents 1 of the administration fees billed.  Please allow 3 to 10 business days for this credit to post to your account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/23/2023

  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.

  This company has unscrupulous practices. I rented a vehicle that was returned on 6/26/23 in 10pm hour when the business is closed. However, when i picked up the vehicle I was told this is not an issue to return after business hours. I assure you when this vehicle was returned this vehicle had no damage whatsoever as myself and and another person assessed it ourselves. Any well respected business with professional practices would review the vehicle the next business day to make sure it was returned with a full tank of gas and without damage. Since the vehicle was returned on 6/26 the soonest the vehicle could be assessed is 6/27. To my surprise months have passed and now that the vehicle has been back the Hertz possession I receive a letter saying damage was found months later. I do not know about you but I never heard of a company trying to attack a customer's character months later about damage that allegedly was not discovered until months later. Let it be noted the letter I was sent provided no proof of the alleged damage. When I called the provided number there was no answer but later someone emails me emails me documents that were created in July. Please explain how is it that Hertz has this vehicle for weeks before this alleged damage was noted? Vehicles are cleaned and inspected upon return. Whatever happen to this vehicle after returned is Hertz responsibility or whoever it was rented to after my returning it. These false allegations need to stop. I have never damaged any rental and therefore Hertz needs to take ownership and not harass me with false accusations.

  Business Response

  Date: 08/29/2023

  BBB Case number:  20511302
  Res ID or RA #:  388411461
  
  This is in response to ***************************,
  
  We apologize for the inconvenience.  All damage claim inquiries are handled by our ***************** team.  In order to address this matter, please contact our ***************** team directly at ************************************************** or by calling ************. 
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:08/23/2023

  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.

  On May 27, 2023, I had a reservation for a car at Hertz located at ************************************************************. When I arrived, there were no cars available and a line of people with reservations waiting. I had to take an Uber to get to the rental location, then an Uber to my destination, then a train and an Uber to my home. I requested reimbursement for these charges and Hertz approved the reimbursement. I have since been emailing and calling, as they instructed, so that I could get my reimbursement and I have not been able to reach anyone who will actually help. If I email, they say call, if I call, they say email. They have hung up on me when I requested to speak to a supervisor. I have attached samples of the emails I have exchanged with them- they are all the same.

  Business Response

  Date: 08/29/2023

  BBB Case number:20510854
  
  Res ID or RA #:***********
  
  This is in response to *************************,
  
  We regret the delay in the $53.17 refund for the Uber and train expenses.  In order to process this credit, we will need *************************** credit card number and expiration date. Regrettably, we are unable to refund by check.  
  
  Please reference case number ******** when sending the requested information.  You can send the credit card information via e-mail as long as you split the card number in two e-mails.  For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date.  You can also send confidential information by mail to the address below:
  
  Hertz Rent-A-Car
  P O Box 26120
  *************, **  73134
  
  Thank you for contacting **.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20510854
  
  I am rejecting this response because: i have called upwards of 7 times to give my credit card information and have never once been able to give it. I have been told NUMEROUS times that they won't reimburse me, and when I can finally convince someone to actually read the notes on the case, they take my phone number and tell me that someone will call me back to get my information- which honestly feels quite shady. Anyway, in the last three months, I have received exactly one return call from Hertz and I was working so I missed it. I would like the direct line to someone who can process my reimbursement on the phone with me. I do NOT want to call the main number, again, just to have the exact same thing happen. 

  I would also feel comfortable giving BBB my credit card information for them to give to Hertz if that is an option. Please just let me know. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/06/2023

  Complaint ID: ********
  ********************** Res#: ********************** correspondence is being sent in response to ************************** 

  We apologize for the previous response which did not include the correct phone contact information. In order to provide your charge card details, please reach out to our ************************** team at ************ between 0700-1900h CST Monday - Friday. When doing so, please reference Hertz Case# ********. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20510854
  
  I am rejecting this response because: I have called this supposed executive customer service several times since receiving this correspondence and each time I wait on hold for two minutes before being told to leave a message or call back later. 
  

  I would be ok with one of four options:

  1. Being given a direct number to someone who can help me

  2. Using BBB as an intermediary and I will give them my credit card information and they can give it to you. 
  

  3. You can mail me a check to **************************************************************************

  4. I will go to one of your local locations and they can process the reimbursement while Im present  

  Please do not give me another general number to call as that is not- and has never been- acceptable. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/14/2023

  BBB Case number:   20510854
  Res ID or RA #:  K4784199408
  
  This is in response to *************************,
  

  I apologize for the inconvenience.  You can send the credit card information via e-mail to *************************************************** as long as you split the card number in two e-mails.  For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date.  You can also send confidential information by mail to the address below:
  
  Hertz Rent-A-Car
  P O Box 26120
  *************, **  73134
  
  Please reference your case number 19327857.  Thank you again for contacting **.
  
  

  
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20510854
  
  I am rejecting this response because: I emailed *********************** as requested on 9/15/23. Two separate emails with my numbers and expiration date. It is now 9/22/23 and I have not heard back. The email I received letting me know that my email came through said I would hear back in 2-3 business days or sooner. It has now been five business days with no response and no reimbursement. I have done what has been asked of me EVERY STEP OF THE WAY. It has now been 4 months and I am STILL waiting for my reimbursement. Please send me a check to *************************, ***************************************************************************** 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/28/2023

  BBB Case number:  20510854
  Res ID or RA #:  K4784199408
  
  This is in response to *************************,
  
  Thank you for your follow up.  I sincerely apologize for the inconvenience and delay in receiving your resolution.  I have verified an *********************** Case ******** has been created with receipt of you account information.  I have also verified the credit is in process.  Please allow an additional 7 to 10 business days for this amount to appear on your account.
  
  Thank you again for contacting us.
  
  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20510854
  
  I am rejecting this response because: I have to respond to this within 10 calendar days and I have not yet received my reimbursement. There are four more business days for the **** days but I dont trust Hertz so until I s risky see the money in my account I cannot accept this. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/12/2023

  No. It has not been received. It has been 10 business days and nothing.  

  Business Response

  Date: 10/16/2023

  BBB Case number:20510854
  
  Res ID or RA #:***********
  
  This is in response to *************************,
  
  We apologize for the delay in the refund being processed.  A credit of $53.17 is being issued to the MasterCard account ending in 5996.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 10/23/2023

   
  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: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 rented a car from Hertz on 9/12/23 (rental record # *********). After the trip I noticed I was charged an additional $150 for loss damage waiver that I never agreed to at any point. The person at the counter asked us if we wanted the additional protection and I specifically said NO. This was fraudulently charged to me without my consent. It is very disappointing that a company like Hertz would go this low to trick people into charges.

  Business Response

  Date: 08/28/2023

  BBB Case number: 20511183
  RA #: 527175482
  
  This is in response to *****************************, 

  Regrettably, we are unable to reconstruct the conversation between our representative and yourself.  Therefore, we must rely on the signed documentation indicating your acceptance of the Loss Damage Waiver and ******************* Supplement charges. No adjustment is warranted, but as a goodwill gesture, I have issued a refund of 1/2 of the Loss Damage Waiver and ******************* Supplement charges. Please allow 7 to 10 business days for the $92.76 refund to reflect on your MasterCard ending 8122. 
  

  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: 08/28/2023

   
  Complaint: 20511183
  
  I am rejecting this response because: ************ is committing fraud by allowing there employees to tack on fees that were rejected in the prepaid rental and then on site. I will not stand for this. If you read other reviews I am not the only one that this is happened to. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/31/2023

  BBB Case number: 20511183
  RA #: 527175482

   

  Please be advised we must rely on the signed rental agreement to verify your acceptance and understanding of the charges. As we have provided a 50% of the disputed amount as a gesture of goodwill, we respectfully decline your request for a full refund.