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.
1,716 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:08/23/2023
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 rented a car from the Hertz ********* airport location on Aug 6th, for return on Aug 12th. I was traveling to **************** ********. On the trip from the ********* airport to **************** ********, there is an EZ pass (electronic tolling system) toll of approximately $5 (round trip). I made this exact trip a year ago and the $5 toll was charged to me through Hertz. This year however, I was sent an additional charge of $104.95. Hertz indicated that the charge is due to the fact that I did not purchase their product that allows you to effectively use their EZ pass account (the product is called PlatePass). The $104.95 charge does not include the actual $5 toll.At no time in my interactions with Hertz (initial car booking / when picking up the car from the airport) was I asked if I wanted to add PlatePass my rental. I am not a lawyer, but I also looked in my rental agreements and could not find anything that stipulates I needed to add PlatePass.This to me seems to be a deceptive business practice (if even legal). I have no clue how I would have known that I needed PlatePass as: 1) it was never mentioned during booking online / when picking up the car, 2) I had not been charged for this service on previous trips. I finally found some information when doing some internet searches, and even there it indicated you would be charged a $9.99 per day fee, how Hertz came up with $104.95 I have no clue.I would like the $104.95 removed from my credit card. This charge was not adequately disclosed upfront. I don't see anywhere in my interactions with Hertz that I agreed to said charge, and in any event, it seems ridiculous they are turning a $5 toll into a $104.95 charge.
Business Response
Date: 08/28/2023
BBB Case number: 20510754
RA #: 523689655

This is in response to ***************************,
PlatePass is responsible for the administration of toll fees on Hertz rentals. In review the PlatePass records, they have billed you for the All-Inclusive Toll Option for all rental days. This is usually done if the toll transponder box is opened while on rental. If the All-Inclusive Toll Option is not applied/accepted and a renter passes through a toll, the customer will be billed for the toll cost plus $9.99 per usuage day. As a gesture of our concern, I have requested PlatePass remove the All-Inclusive Toll Option and only bill for the toll passed ($6.00) plus applicable administrative fee ($9.99). Please allow 7 to 10 business days for the $88.96 refund to reflect on your account.
For additional information regarding the toll policies, you may go to page 4 and 5 of the attached rental agreement.
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

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,

***************************
Customer Answer
Date: 10/11/2023

Complaint: 20510754

I am rejecting this response because:

I filed a complaint (Complaint ID ********* on Aug 23, 2023 with Hertz about an unexpected PlatePass charge. They informed me that they would make a billing adjustment (i.e., refund me an an) amount of $88.96 for the charge. I thought this was a reasonable solution at informed the BBB that the issue could be marked as closed. Hertz informed me it would take **** business days for the refund to be issued. It is now over a month since I received that message from Hertz and I have still not received any refund. I am hoping someone on their side can ensure the money gets to my account. I added screenshots of: 1) my complaint, and 2) the Hertz response

Sincerely,

***************************
Business Response
Date: 10/13/2023
BBB Case number:20510754

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

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

We regret any misunderstanding regarding the PlatePass charge and expected credit. Our records show PlatePass received a chargeback from the credit card company for the $104.95. Therefore, the credit received from the chargeback would represent the credit in this case. There is still an outstanding balance of $15.99 due. This can be paid at platepass.com.

Thank you for contacting us.
Customer Answer
Date: 10/26/2023

Complaint: 20510754

I am rejecting this response because:
Continuing this complaint chain. (RA #:523689655) I never received the $104.95 credit from PlatePass. My account was charged the full amount, so I am still waiting for the $88.96 to be credited to my account.

Sincerely,

***************************
Business Response
Date: 10/30/2023
BBB Case number:  20510754
Res ID or RA #:*********

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

We apologize for any confusion. As indicated on the attached PlatePass invoice, PlatePass received a reversal/chargeback for the amount of $104.95. Therefore, this amount was not received from your credit card. PlatePass has amended the charges based on this leaving a remaining balance of $15.99. Further inquiry regarding this matter should be directed to your credit card company, an PlatePass directly.

Thank you again for contacting us.

Customer Answer
Date: 11/11/2023

Complaint: 20510754

I am rejecting this response because:
Can you have plate pass contact me then? I cant get a hold of them after multiple attempts.

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.
RE: RR# H23389402 I received a letter today stating that my Hertz rental and authorized operator privileges had been revoked due to my failure to pay outstanding Hertz rental charges. I do not owe ant charges to Hertz and never received a bill from them. I was involved in an auto accident on 3/31/23 while on vacation in *********. My car was towed to a body shop in ******* where I live. I picked up the rental in ********* with authorization to drop off the car in *******. The car was repaired by 2 shops, the body shop and an external party that the body shop contracted with to make repairs that they were unable to perform. I spoke with my adjuster at AAA who was aware and agreed to cover 42 days of rental charges. When I dropped the car off in ******* and spoke to the manager at the location, I was told no balance was owed. Now, I am calling Hertz trying to get io the bottom of this and I am speaking ro representatives in ***********. I have been hung up on multiple times. I am told no supervisor is available. I cant get any assistance to resolve this matter. To add insult to injury, I am being told that this matter has been sent to a collection agency when Hertz has made no effort to call me or contact AAA. I do not owe Hertz for 12 days of rental charges in the amount of $377.75 and I cannot reach anyone at Hertz in the US who can assist me. This is beyond frustrating. I have been a loyal Hertz customer for years and I am shocked and appalled at the poor customer service I am experiencing trying to get this matter resolved.
Business Response
Date: 08/28/2023
BBB Case number:20510491
RA #: H23389402

This is in response to ***********************,
In review of our records, your insurance company only paid for 30 of ****** rental days that you had the vehicle. Your MasterCard ending **** was initially billed the $377.75 for the 12 rental days not paid by the insurance (see attached original invoice), but we received a chargeback from your credit card company for that amount in June. Therefore, you were invoiced multiple times for the balance owed and we did not receive a response or payment, this was sent to an outside collection agency to obtain payment.
If your insurance should cover the full rental cost, you will need to speak with your insurance company directly for assistance in paying the outstanding balance or reimbursing you for the balance you pay for the balance owed to Hertz.
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: 20510491

I am rejecting this response because:
I was involved in an auto accident while on vacation in ********* on 3/31/23. My car was towed back to *******, ********** where I also live by my insurance company, AAA.
A Hertz rental car was picked up in *************** with the understanding at the time of rental that the car would be returned in ******* where I live. The car was towed to Speed Autobody on ************ in *******.
When the car was returned in *******, I received a call from the Hertz manager from the ************ location in ******* who told me the rental charges were paid and there was no balance owed at the time of drop off. This was an error on the part of Hertz if you are saying that the manager is incorrect after the fact and I owe a balance.
I never received a bill or the courtesy of a single phone call from Hertz. The ********* address you have on the statement is wrong and is not my address. I do not live in ********* and this was a known fact when I rented the car in ***** as they were aware I was driving the car home to **********.
The card ending in **** could not have been charged or charged back as that card was closed due to fraud and a new card was issued. I do however recall that I paid a deposit to Hertz of $50 or $100 before fraudulent activity necessitated the closure of the *********** card and a new card to be reissued. I do not see the deposit applied on the bill you have provided.
Who can I speak to to get to the bottom of this and have my name removed from the do not rent list as this is clearly a case of numerous miscommunications and misunderstandings on the part of Hertz.
Sincerely,

***********************
Business Response
Date: 08/31/2023
BBB Case number: 20510491
Res ID or RA #: *********
This is in response to ***********************,
After a thorough review of this matter, we stand by our original response. Our records show the Mastercard ending **** was initailly billed $377.75 for 12 rental days not covered by the insurance company. When the contract was closed and the charges submitted, the authorization hold/deposit was released.
The only address we have listed on the rental record is the ********* address, which is the same address listed on your Hertz Gold profile. There was no ********** address listed on the rental contract.
Based on the information available in our system, you have been correctly billed for the 12 days not covered by the insurance and this balance will need to be paid before we can remove you from suspension.
As noted previously, if your insurance company should cover the full 42 day rental, you will need to contact them directly for further assistance.
Thank you for giving me the opportunity to review this matter again.
Initial Complaint
Date:08/22/2023
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.
On May 12, 2023 I reserved a car from Hertz via Kayak. The reservation is for August *****, 2023. On the the 17th of August, the day of pick up, the merchant refused to fulfill the contract inspite of the reservation confirmation. I was told to contact ***** but it was Hertz who charge my credit card. I contacted the mechant customer support and I was confirmed my reservation, yet the merchant refuses to honor the reservation. Due to this I have no other option but to contract another ************************* for their service. However the price I paid for **** is more than doubled to what Hertz charged me. I did not received any notification from Hertz and I had to dispute the charge with my credit card company. The amount Hertz charge me on May 12, 2023 was $ ****** and **** charge on August 17th came up to $ ******. If I was not able to get another rental car it would have cost me thousand of dollars in airplane hotel and expenses. The staff on this merchant locations are very rude, offer no apology nor explanation and no resolution at all.
Business Response
Date: 08/29/2023
BBB Case number:20509345

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

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

I sincerely apologize for the inconvenience experienced when ********* was unable to honor the reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

A credit of $447.71 is being processed to the **************** ending in 1004. This represents the prepaid amount paid to Hertz. Please allow 7 to 14 business days for this credit to post to the account.

In order to evaluate a refund for the price difference paid to ***** please provide a copy of the **** invoice.

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

Complaint: 20509345

I am rejecting this response because:
The merchant not providing the service that I paid for in advance affected me not just emotional and psychological but also causes me additional money to get another car. I paid Hertz for $447.71 and I paid Aviz for $678.81, that's is a $231.10 difference and I want Hertz to reimburse me that amount. If I was not able to get the rental car I would have lost other services that I paid for.like the hotel room, the tour tickets.

Sincerely,

***************************
Business Response
Date: 09/01/2023
BBB Case number:20509345

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

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

In order to refund the rate difference paid to ***** we need to see the full invoice from Avis. Please provide a copy of the invoice that shows all of the rental charges.

Thank you for contacting us.
Customer Answer
Date: 09/01/2023

Complaint: 20509345

Attached, copy of **** Car Rental Invoice as requested.
Thank you.

Sincerely,

***************************
Business Response
Date: 09/11/2023
BBB Case number:20509345

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

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

A credit of $231.10 is being issued to the **************** account ending in 1004. This represents the rate difference paid to Avis. Please allow 3 to 10 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 09/13/2023

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.
I honestly very much appreciated the resolution BBB has worked for my behalf and I appreciate Hertz for working this out square and fair.
Thank you so much.

Sincerely,

***************************
Initial Complaint
Date:08/22/2023
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.
On 4/6/23 my wife and I were in town visiting and we decided to rent a car from this location just for the day. We agreed to return the car that evening at the parking garage that we had originally picked up the vehicle from. When we picked up the vehicle there was no damage, we did our travel without incident and the vehicle was returned without damage. 4 months later we receive phone calls and emails from the company asking us to pay for damages on the vehicle - Damages that were not present at time of drop off. We took photos of the vehicle at drop off as a courtesy to ourselves. In the companie's report they state "parking garage side swipe" and then provide a photo of the damages at a location that we did not leave the vehicle. This to me means that since the damage was not present when we dropped the vehicle that clearly an employee or someone else damaged the vehicle after we returned the keys and rather than owning up they figured they'd pass the bill onto us. We are confident that this is fraudulent and only an attempt to extort past customers for additional revenue. I would like for this company to be held accountable for its disservice, dissolve whatever they feel we owe them, take ownership for the mishandling of their own property via their staff, and cease contact with myself and my wife.
Business Response
Date: 08/28/2023
BBB Case number:20509255

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

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

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.
Initial Complaint
Date:08/22/2023
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.
Rental Record # *********, Rental Date: Aug 8/2/23 -8/5/23. I would like to file a complaint for negligent customer service and the worst experience with the Hertz car rental ****************** location and emergency roadside department.Car A/C was barely cooling for the entire 3 days while driving in 110+ degrees with my family in the car. We all suffered in the extreme heat for 3 days everytime we had to drive the car. I had called and opened the case with an emergency roadside but they really did not provide any help. While driving to ************, I had a small piece of rock hit the windshield and made a crack. I called and opened the case and again there were no Hertz location close by so I had to keep the car. Next day as I got in the car to get some food, I noticed the crack was bigger and I didn't feel safe driving with the family. I called **** location several times but every time it just went to an automated response. After calling several times I spoke with ****** and informed her about the situation and that I am driving to ********* airport to exchange the car. Asked ****** if she can contact ********* airport and have the vehicle ready. But she told me to contact Hertz roadside emergency myself and report the issue. After several calls, waiting and explaining same thing to different reps again and again, I was told there are no cars available at the airport and to either drive to *** airport 3 hrs away or have the car towed. So if the car is towed i am still without any vechicle in middle of no where. I even sent the email to Hertz executive customer service case #********. Reply back was we are sorry for inconvience we have credited your account 950 points. Really 950 points...hertz can keep those points because i would never rent from them again. My entire 3 days of vacation was ruined and money spent on hotels, flights wasted. Instead spent much of the time on calls with hertz customer service, driving in heat and no help.
Business Response
Date: 08/28/2023
BBB Case number:20508932

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

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

I am very sorry for the problems experienced with the air conditioner and the rock chip in the windshield. As a gesture of our concern, a credit of $200.00 is being processed to the **** ending in 0254. Please allow 3 to 10 business days for this credit to post to the account.

Thank you for contacting us.
Initial Complaint
Date:08/22/2023
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 rented a Tesla from Hertz. both the advertising and in car materials clearly show that the vehicle comes with the ability to perform level 1, level 2 and level 3 charging. Once i arrived at my rural destination I found that the level 2 adapter was missing. I drove 2 hours to the nearest Hertz as the customer service representative recommended, only to be told they don't carry extras. I then had to drive an 3 hours roundtrip to get to a level 3 charger. For the remainder of the trip I had to charge the car for 2 days for every 1 day it was used. We were even forced to borrow a car from a neighbor for most of the trip. If Hertz included the correct adapter I would have had access to 12 chargers within 15 minutes of me. Hertz refused to bring me a new car. The only solution Hertz offered was to tow me 2hrs to the nearest Hertz and replace my car. This wasn't possible for me as I was with my 1 year old child by myself and couldn't find 4-5 hours of childcare in a city I didn't know. Upon returning the car the staff member said that the manager could easily reimburse me for part of the trip but would need to call me. I was never called and have no way of contacting the ******, ****************** location. I have been promised calls back 3 separate times and have yet to receive one.Hertz's claims that they provide level 2 charging for their EVs is both fraudulent and unsafe.
Business Response
Date: 08/28/2023
BBB Case number:20508775

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

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

I am very sorry that the charging adaptor was missing from the vehicle and for the inconvenience this caused. As a gesture of our concern, a credit of $400.00 is being issued to the customer's **** account ending in ****. Please allow 3 to 10 business days for this credit to post to the account.

Thank you for contacting us.
Initial Complaint
Date:08/22/2023
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.
False advertising on the tesla model 3. saying that the car will go **** in 5.3 seconds, however, they turned on the speed limit mode after I took possession of the rental, which puts the car into chill mode. It no longers goes the **** as advertised on their website, it now goes 0 -60 in 7.5 seconds. The car I thought I was getting and had until yesterday, is no longer the car I rented.
Business Response
Date: 08/29/2023
BBB Case number:20508596

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

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

Hertz is committed to delivering an exceptional electric vehicle driving experience for our customers, catering to both those new to EVs and current EV owners. With that in mind, weve made certain adjustments to enhance customer safety, particularly among drivers who may be less familiar with EVs. Regrettably, the chill mode cannot be disabled.

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

Complaint: 20508596

I am rejecting this response because: It is the fact that it was changed after I took possession of the rental, during the period of my rental agreement. This is known as a bait and switch, hertz advertised that the tesla model 3 can go 0 to 60 in 4 seconds. When I took possession of the car it did just that. It was not until 3 days after having it that the car was changed, and put into chill mode, so now it goes 0 to 60 in 8 seconds. The car is no longer as advertised.

Sincerely,

***********************
Business Response
Date: 09/05/2023
BBB Case number:20508596

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

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

We certainly regret ****************** disappointment. However, as previously advised the chill mode is enabled on all electric cars from the beginning of the rental. This feature is not turned off in order to enhance customer safety.

Thank you for contacting us.
Initial Complaint
Date:08/22/2023
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.
I rented the ***** Civic from June 26 2023 to June 28th. After I returned the car for 10 minutes, I talked to the ****, the worker to return in Hertz, I had left my daughter's bicycle and helmet in the trunk, but for more than two hours finding the key, she said she lost the key and could order the key to open the car and get my stuffs outside in one week. I left my cell phone number to her. Because I have not got any information from ****, I went to the Hertz on August 18th. **** said the car has been distributed to another location with a placement key. I asked why did you get my bicycle and helmet outside from the car. She said there was no place to put the bicycle. She said she texted me and even left me the voicemail. But she could not provide the text message record and voicemail record proof. Until now, I have not got my daughter's helmet and bicycle back.
Business Response
Date: 08/29/2023
BBB Case number:20501700

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

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

I apologize that the lost items were not found and returned. Regrettably, our office does not handle lost and found cases. Please contact the manager for this location, *********************** at *************************************

Thank you for contacting us.
Initial Complaint
Date:08/22/2023
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.
This complaint is in reference to a car rental that was purchased with the confirmation #K4922476870. This car was booked to be used from 8/5/23 - 8/12/23. My partner and I booked this car several months in advance on 5/15/23 to ensure that we would get a lower price on the rental. When we arrived to pick up this car, there was no car available. There was no availability for a car rental at this Hertz location or any Hertz location in the surrounding area for that day or the following day. Although Hertz refunded us, we had to book a car with their competitor, ***** forcing us to spend $1200 ($600 more dollars than we had originally spent with Hertz). We had specifically booked our car ahead of time to avoid these crazy prices. My partner called customer service at ********************** to explain the situation multiple times, and each time they ensured that a supervisor would call her within 24 hours. She has not received a call back from any supervisor. The one time that she called, and a supervisor was available to speak to her, she spoke to a man named ****************, who completely dismissed our concerns and provided no help whatsoever. She emailed the Hertz customer service email multiple times and received no response. The confirmation case number for my original customer service call is #********. I am requesting that I get a credit difference for the extra $600 amount that I was forced to spend on my **** rental.
Business Response
Date: 08/28/2023
BBB Case number: 20506450
Res ID or RA #: 008182473

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

I apologize for the inconvenience experienced. I have reviewed the rental receipt from **** and noted that the optional services of ***** Protection and Collision Damage Waiver were accepted at the time of rental. ***** services were not included in the value of your Hertz prepayment. Therefore, these are not refundable by Hertz. The vehicle rate including tax was 9400.59NKR/$876.03 making the rate differential $275.29. The amount of $275.29 is now being processed to your **** account.

Thank you for contacting us.
Initial Complaint
Date:08/22/2023
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 rented a vehicle at Hertz on December 27, due to a car accident. My insurance was going to cover a portion and I the rest. When I returned the vehicle, Hertz charged my credit card $355 on 1/23/23. Hertz sent a survey, so I was led to believe we were all set. 5 month later and I get a collection agency call, that Hertz sent me to collection and I owe them around $600+. As I checked all my documentation and information, I made sure they were paid. I called customer service and they were unable to help and advise that I pay the collection agency. I went to the location I rented the vehicle and the manager just tells me he will call me back, 3 weeks in and no call back. I have already driven to this place two times and its a 20 minute drive. If I owe something, all I wanted to do was pay the establishment but Hertz didn't even want that. This company didnt even send me a bill or gave me a call or sent me an email about an outstanding balance, when they HAVE all my information. This just looks like a shady practice by Hertz.
Business Response
Date: 08/28/2023
BBB Case number: 20506136
Res ID or RA #: *********

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

We apologize for any misunderstanding regarding the amount due for your rental record H20761650. Our records indicate the rental total was $641.72 which consists of the Loss Damage Waiver (LDW) and adjusted vehicle charges, as well as fees and tax on these. The credit card amount received was $355.00 with a balance due of $286.72. This amount has now been submitted to a collection party. Therefore, any payment due should be directed to the collection agency directly.

Thank you for contacting us.

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