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

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:08/19/2023

  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.

  Hello, my name is *************************, an i recently purchased a rental from Hertz. My rental reservation # : ********* . I called 2 times to extend with the Jeep I had and they never extended it which caused a list of late fees. I found out later (after my 2 calls to extend) that I was over due and there was things added to my account that wasnt by me and the person that has been doing all my rentals was *******************. The first call was made to hertz **************) the person I spoke with was ******************* on Aug 3 (the day I was supposed to return @12pm, and called @11am), and he told me I was good , and the second time I talked to a lady named ******* whos from corporate to extend on aug 10th and she then said I was good. I then saw an email saying that the car was in repossession process, and it was during the weekend so I couldn't show up to hertz at that time. I then waited until Monday to go up there and they said that I was in the process and that I owe $1,055 in late fees. I then asked ******* that if I was overdue why didnt I get a call right after I called to extend? She then told me said she didnt see it I also asked ******* if **** was there and she said he no longer works there. They also kept saying that they have no calls from me extending the car in their call logs and that they cant take it off because I supposedly never called (even after I showed evidence I called). They then pointed me to the customer services number and had me call them (I spoke with *******) about my phones calls about extending and theyre also telling me that they have no phone calls from me. Hertz also took all the money off my card and Im am now in the negatives, and I also had to return the car before I got to finish my week of extension. Please contact me at ******************** or **************

  Business Response

  Date: 09/06/2023

  BBB Case number: 20495753
  Res ID or RA #:*********
  
  This is in response to *************************, 

  We sincerely apologize your July 27 rental was not correctly extended when you called on August 3 and August 10. Based on the information you have provided, I will issue a refund/remove the Overdue Administrative Fee, in the amount of $535.00.

  We are showing we received a chargeback from your credit card company in the amount of $43.79 and that amount was invoiced to you for payment. I have written off the outstanding balance of $43.79 and have issued a $491.21 refund to your **** ending ****. Please allow 7 to 10 business days for this credit to reflect on your account. 

  The remaining $564.49 billed to your account is for the ************************* days and missing fuel. A copy of the original invoice is attached for your review. 

  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: 09/09/2023

   
  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:08/19/2023

  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.

  We rented a car from Hertz and was told that a $200 deposit would be returned to us as long as the rental vehicle was returned in the condition it was rented in and a full tank of gas. We returned the vehicle two days before it was due back, clean, with no damage to the car and a full tank of gas. We were told it could take up to *********************************************************** our account. When it didnt show we tried calling them , was put on hold after they were told the issue and no one returned to the phone. This happened at least twice so we drove out there and were given an 800 number to call. At this point, we disputed the charge on our credit card and received a credit Now we have gotten two bills from Hertz saying we owe this money. We tried calling the number on the bill to explain why we disputed the charge and were told we owe this amount, still.

  Business Response

  Date: 08/23/2023

  BBB Case number: 20494969
  RA #: 180937945
  
  This is in response to *******************, 

  The total bill applied to your credit card account at time of return is $892.25, which coincides with the rental agreement and additional driver document you signed at time of pick up,  copy of these documents are attached for your review.
  
  When the car was returned, a charge for the total amount due was submitted to your credit card company and the authorization hold was released.  Depending on the credit card company, there may be a delay between the time the charges are received 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.  
  
  Please note, once the authorization hold has been released from your account, it will not appear as a credit, it will just be removed from your statement and the funds will no longer be pending. 

  We have received a chargeback from your credit card company in the amount of $200.00. Due to the chargeback Hertz did not receive payment of $200.00. Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. The balance of $200.00 is valid and must be paid.
  

  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:08/19/2023

  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.

  May 27th: rented van. Returned it on the 28th. There were no incidents or damage to the vehicle while in my possession.July 11th received damage claim from *****************************. They also called, left *********** ******** with request for insurance information.I called THIS Thrifty/Hertz location to be put on hold & disconnected. On 4th call, talked to attendant, who put me on hold for 7 minutes & disconnected. Drove there to talk to someone in person. Waited in line for 30 minutes. Talked to DuJon. Showed documents: rental agreement, letter from ************************************** of trip coverage through Expedia. Asked for an incident report. I explain that the damage claim was filed through this office & that I'd like to see the claim. He said "we don't have that here." He asked if I took pictures of the van when I returned it. I did, but then deleted the video once I had the clean receipt. (it's been OVER 30 DAYS since I deleted the video, cannot retrieve it.) He reviewed the Claim letter & handed me a customer service card.Called that number received a voicemail prompt from **************** with full voicemail box. Sent email.July 13: She responded to email & informed me of the "body damage" to the vehicle & provided some specifics there; however, she couldn't be of further assistance because she doesn't handle claims.July 13: I attempted to return ******'s call at *****************************, ************. Only that he wasn't available. The gentleman said that he's doing a damage claims investigation and wants my insurance information. He forwarded me to ******'s voicemail and I let him know that I was returning his call.I left requests for: The incident report,time/date-stamped photos of the damage,proof of repayment for damages,repair cost,and the vehicle utilization log from 5/27-present.August 18, I receive another claims notice with a damage estimate attached. I forwarded this to the trip insurance company ********

  Business Response

  Date: 08/23/2023

  BBB Case number: 20494322
  RA #: Y68571543
  
  This is in response to *****************************, 

  Regrettably, we do not handle claims in this department.  Your damage claim dispute has been forwarded to the ********** location management for handling.  They will evaluate your claim dispute and get back to you directly as soon as possible. 
  
  Thank you for contacting us.
  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20494322
  
  I am rejecting this response because: I am keeping the case open until I hear from the ********** office.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/15/2023

  Complaint ID#: ********
  Thrifty RR#: Y68571543
  
  This correspondence is being sent in response to ********************************************* 

  We have received confirmation from licensee owner that the claim has been closed at this time and will not be holding you responsible for any damages to the vehicle. They have also notified our offices that this information was shared with you directly on 09/05/23. We are pleased to see the location was able to provide assistance. 

  Customer Answer

  Date: 09/15/2023

   
  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:08/18/2023

  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.

  On 7/31/23, I booked a rental at the ************ Hertz due to my car not working. I did the booking online hoping that the process of picking the car up would be a bit more efficient and faster. I was wrong. I wait almost an hour to get serviced. I had to rescheduled all of my inspections and appointments which caused me to lose pay. Unacceptable. I was given a 2023 ***** Bolt EV. The first mistake on Hertz's part is that the vehicle only had 46 miles of electric charge battery time, mind you I had to wait a few minutes for them to so-called charge it. I took the car because I had no more time to wait and I was assured that I did not have to return the car fully charged since it was not given to fully charged. I extended the rental 2 more days after I decided I needed it a little longer. On 8/4, I was on my way to drop my kid off at camp, when the back passenger tire went flat as I was driving! Luckily, I was able to pull into a Town Fair Tire. The mechanic there tried to do everything, even repair the tire, but the tire was completely gone. And what's worse, there was NO SPARE TIRE!!! I was livid. This put me and my 10 year daughter in a very unsafe and dangerous situation. I only could think if it would have happened on the dark roads at night. Why is Hertz renting cars with no spare tires??? This is dangerous!! I was not able to use the car for 2 days and had to pay Uber to get where I needed to be. I attempted to contact Hertz executive customer support. I has been over 2 weeks and I haven't heard a peep from them. This is unacceptable. For this I demand a full refund for putting me and my daughter in ***** way and not even bothering to care. Also, I returned the car with 133 miles of battery charge time. I will need to be compensated for that as well as my Uber trips.

  Business Response

  Date: 08/23/2023

  BBB Case number:20493564
  
  Res ID or RA #:*********
  
  This is in response to April ******************* is unfortunate that things like flat tires occur.  Some manufactures have stopped equipping cars with spare tires.  The Chevrolet Bolt is one that does not come equipped with a spare tire.  Regrettably, Hertz has no control over the manufacture.
  
  On August 22, a credit of $76.09 was issued for two rental days.  An additional credit of $38.85 is being issued to the **** account ending in 2772.  This represents the out of pocket Uber fare.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/18/2023

  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.

  7/19/2023: I reserved a SUV at the *** Airport location from 8/2/23 - 8/8/23. The cost was $383.15 ($465 after taxes and fees).8/2/23: Upon arrival my vehicle was not available. Hertz found me a vehicle, on class higher, and I was told the upgrade fee would be waived. I was not shown any new documents, rental agreement, etc. After leaving the airport and arriving at my hotel I received a receipt from Hertz not showing $465 as expected, but $2,665. I was in shock. 8/2/23-8/8/23: I repeatedly contacted Hertz but no live person was available. I then received an email reply and was told nothing could be done until I returned the car. 8/8/23: I returned the car and again no one was available to help. I emailed back to Hertz letting them know. I was then told that the charges were correct and I agreed to this upgrade fee. I am appalled with Hertz. 1) Charging this significant of an upgrade fee should be clearly disclosed.2) How could an upgrade fee be this high? I can rent this car for 1/3 of the supposed upgrade cost so this makes no sense.3) This seems intentional - tell a customer a car is not available and then force an upgrade at an exorbitant amount when they are travelling so stranded and in need of a car with no other options.4) I was specifically told there would be no upgrade fee. I stood there for 15 minutes while he called his manager to have this approved. 5) How many customers is Hertz doing this to? Who would pay $400 but want a $2,000 upgrade? It makes no sense and must be a scam that this Hertz location has been trained to do.

  Business Response

  Date: 08/23/2023

  BBB Case number:20492796
  
  Res ID or RA #:*********
  
  This is in response to ***********************,
  
  We regret any misunderstanding regarding the upgrade fee billed. On August 14, a credit of $793.29 was issued for half of the upgrade fee billed.  As a gesture of our concern, an additional credit of $539.17 is being issued to the MasterCard account ending in 4668.  This represents a further reduction of the upgrade fee billed.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/18/2023

  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 for 2 weeks was explained I would not get my deductible back as it would go towards my recharge bill. At the end of the 2 weeks I was told that I owe 25$ for charging fees and thats it, I left. Then I received my receipt with 168$ extra on it from my original bill and receipt said itd be 480$ + 200$ hold first week and 437$ for second week + 200$ hold and additional 25$ for recharge that carried over. Nothing on the complete receipt explains that Id be charge extra every time I plug into a Tesla charger and non of the employees disclosed this. Even if this is the case then there should be an explanation of this in the beginning of renting which I would have rented a different car with lower fees and it should be detailed out in the receipt. Date of rental start was 8-01-2023 through 8-15-2023

  Business Response

  Date: 08/23/2023

  BBB Case number:20492412
  
  Res ID or RA #:*********
  
  This is in response to ********************************************,
  
  We regret any misunderstanding regarding the Tesla Supercharging Fees Rebill.  Customers will be charged any Tesla Supercharging fees accrued during the rental.  The charges will be added post rent.  Attached is a copy of the ** Terms and Conditions the renter agrees to.  Any questions can be directed to ***************************************************.
  
  Thank you for contacting us.
  
  

• Initial Complaint

  Date:08/18/2023

  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 the car because my car was beyond repair and I had to go purchase a new one. I took the rental for 7 days. I had purchased a car 2 days after picking up the rental. When I went to get the rental I explained the situation to the sales person and he said if I turned it in early I would get prorated. Ive called hertz customer service and executive customer service and they told me that since I prepaid online I cant get it prorated. The salesperson new how I paid and still said I can get it prorated if I turn it in early If I dont get a refund I will never rent with this company again

  Business Response

  Date: 08/23/2023

  BBB Case number:20491763
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  We regret any misunderstanding regarding the Prepaid Terms and Conditions.  When the reservation was booked, the customer accepts and agrees to the Terms & Conditions of our prepaid product, which indicates there is no refund for unused rental days. 
  
  As a one time gesture of goodwill, a credit of $199.90 is being issued to the **** account ending in 2299.  This represents the 6 unused prepaid days.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/18/2023

  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.

  Rented a car from Hertz at The ******* Airport in August ****th. There was a 2 hr wait in line to get my pre-paid rental due to lack of staff. Only 2 people working. After standing in line form2 hrs and being late for appts and lunch i got to the counter. They asked me if I wanted thenDamage **************** at an outrageous price of $42/day. I said no. Being in a hurry and tired now when I signed the paperwork she had added this insurance to my contract. I signed in a hurry and didnt notice it till I drive off. At lunch I called hertz and made them aware to which they said I would have to wait till after the rental closed. I did and called and now they refuse to take that off due to me signing it. This is slight of hand and to me fraud. Will never rent from them again, obviously.

  Business Response

  Date: 09/06/2023

  BBB Case number:  20491623
  Res ID or RA #:  523477194
  
  This is in response to *****************************,
  
  We apologize for any misunderstanding regarding the Loss Damage Waiver (LDW) option offered at the time of rental.  Based on your comments, a credit for this service of $247.31 is being processed to your **** account.  Please note, for future reference, by signing the rental agreement you are agreeing to the terms and conditions provided.  If this occurs in the future, please contact or return to the renting location to have the rental agreement corrected.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 09/06/2023

   
  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:08/18/2023

  Type:Customer Service 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 through Lyft from hertz. I used the vehicle to work. On July 18th after a failed dmv check I was tails through the Lyft app that the vehicle needed to be returned and to select a return date. I did exactly that, I selected a return date for July 28th. On july 27th while I was running from a domestic violence situation the car was towed with all my belongings inside. I immediately reached out to Hertz and made them aware. I then went to the location where the vehicle was towed to in N.E ***********, and attempted to retrieve my meds and other important things, I was told no and that my items would be at the Hertz location later and I would be able to retrieve them then. I went to the location and was told the car was not there. On August 1st I returned to the Hertz location and asked for my belongings. *** was working at the ***** **** actually took me to the vehicle where I physically saw all of my belongings. He then told me they could not find the key and that he would call me back I left my number with him. I did not ever get a call back after that. I returned to the location 3 other times after the fact *** was not available and they told me they couldnt locate the vehicle. I went back today August 17th and I was told I would need to fill out a lost and found form, I was also told that my belongings were no where to be found. The location called the police on me after I got angry, one of their employees called me an a****** after I was trying to explain to him that I just literally saw my belongings. The security supervisor said *** no longer works there and insinuated that he maybe the one who stole all of my personal belongings. They never ran a camera back or even attempted to find my things. Just shrugged their shoulders and said they dont know where it is.. that is why I got angry.

  Business Response

  Date: 08/23/2023

  BBB Case number:  20487256
  Res ID or RA #:
  
  This is in response to *******************************,
  
  We regret any inconvenience you experienced regarding your items.  Unfortunately, our office is unable to assist with lost and found.  However, our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer.  Please visit www.lostreturns.com to review items found and/or record your items.  If items are located you will be contacted by lostreturns directly.

  Thank you for contacting us.

  
  

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20487256
  
  I am rejecting this response because: there is no Lost and Found option for this location on the lost and found website. The website directs me to go to the location. The location has already confirmed that my items were stolen by an employee. This incident was reported to the local police. I have cooperated with the police in reporting the missing items. 
  

  It has already been confirmed that my items were stolen off hertz property & I am demanding full replacement within 14 days or a formal lawsuit will be filed with the courts. This is a formal notice. 
  
  *********************************************************

  Business Response

  Date: 09/06/2023

  Complaint ID: ********

  RR#: 400821050

   

  I have reached out to the location management regarding your personal items. They have advised they never had possession of your items and never said that someone stole your items. They stated the vehicle was locked due to no key and because it had body damage it went to the shop. Based on this information we are not responsible for items that we never had possession of.

   

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20487256
  
  I am rejecting this response because:
  

  They lied to you. & This is disrespectful and discriminatory behavior on behalf of your company. Is it because Im black? I feel like you are directly insulting my intellectual ability. I feel like youre accusing me of filing a false police report.

  You are refusing to complete a through investigation, meaning, actually checking the cameras and questioning ***. 

  I actually called the police to the 11th hour tow yard, the original place that towed the car from my home. Where I went to get my belongings and was denied access, theres a lot of recorded evidence and witnesses. 
  

  You all have made a terrible mistake. I will be filing a complaint with the ********* department of civil rights. This is also my notice of intent to **** I will be seeking the maximum in small claims court of $15,000 due to breach of contract and damages for lost property. 

  If you guys dont want to complete an investigation, Ill make sure its done through the courts see ya there. 

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

  Business Response

  Date: 09/14/2023

  Complaint ID: ********
  ********************** RR#: 400821050

  This correspondence is being sent in response to ******************************** 

  We regret our previous response was not the anticipated outcome to this matter. After our investigation with location management concluded, we found that the vehicle was force returned originally and the vehicle locked when you arrived to the branch to retrieve your personal items. Since the vehicle was force returned or repossessed, the keys were not delivered to the branch. Upon your arrival, you also did not provide the vehicle keys and therefore the location could not gain access into the vehicle. When the vehicle was recovered  by the branch, there was body damage and it required body work. Therefore, it was transported out for said body work and when returned it was sent for thorough detailing as it was recovered requiring more than our standard level of servicing and detailing. There were no personal items recovered from the vehicle once it was searched. 
  
  In addition, our investigation has found that police were called to the property in response to you threatening employees and causing damages to property by breaking the glass on the Lyft door. Based on this, our location acted accordingly by contacting law enforcement for assistance. 

  We are especially concerned you believe you were treated in a discriminatory manner.  Hertz has a long-standing, very strict policy of non-discrimination and our employees are well aware that discrimination of any kind will not be tolerated.  After a thorough investigation with our General Manager at the branch, no evidence of discrimination was found. 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
  
  

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20487256
  
  I am rejecting this response because:
  you stated that the car was forced returned. The car was only forced return due to the disconnect between hertz and Lyft. Per the Lyft app which I rented the car through the vehicle is not due until the 28th of july .You you guys came and picked up the car on the 27th of July.
  

  You also stated that I came to the property to retrieve my items but I did not have the key 11th hour towing had the the key. I said that in my original complaint. So you have confirmed that you know I was there. You should also know that I spoke to *** that same day on July 30th, HE PHYSICALLY TOOK ME TO THE VEHICLE, we both saw the car full of all my belongings and confirmed there was no key inside. 

  My belongings were in the vehicle on your property on the 30th of July. So why would you say you never had possession of my items when you had possession of the vehicle that had my items in it?
  

  You admitted to sending the vehicle to the shop for body damage, you also admitted that there was an excessive cleaning fee was applied. The only damage that was on the vehicle was a flat tire. When you guys rented the vehicle, it did not come with a spare tire. The spare tire that was on the vehicle was mine, was that not my personal belonging? You didnt give me my tire back either. Where is the tire? Also why was there an excessive cleaning fee applied? Was it because they had to remove my belongings?

  Did you let the shop steal my belongings after gaining access to the vehicle?
  

  You also stated that the location called the police due to damage and threats that were made to an employee. The whole incident is video recorded. I was not charged with damaging property nor was I charged with threats. In fact, a stolen property report was made. I will be contacting a ****************************** to again file another complaint tomorrow.

  It is discrimination when you steal my things, violate my contract, tell me that I made up the fact that my belongings were in the vehicle, and accuse me of a crime that was not committed for no reason.

  i am not going to let this go. I dont care how long it takes, but I will be reimbursed 

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

  Business Response

  Date: 09/20/2023

  Date Sent: 9/20/2023 2:04:11 PM
  Complaint ID: ********
  
  RR#: 400821050
  
   
  
  Thank you for your additional contact. Please be advised our records indicate the vehicle was to be returned 07/03/23 and had not been extended to keep past that date. We have previously advised you on BBB case ******** that the location did not have access to open the vehicle so they have no record there were any personal items in the vehicle. Our position remains the same regarding this complaint.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20487256
  
  I am rejecting this response because: Thats not true I provided a copy of what was communicated within the Lyft app. Im not d
  
  *********************************************************

• Initial Complaint

  Date:08/18/2023

  Type:Order 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: ********* I am a triple A member, which waived what ended up being over $1k in fees on my rental (as seen on the expected charge in the rental record). In the notes of my rental, it clearly says write contract with triple a discount. I returned my car and was charged the $1k in fees. I called and was informed that the location wrote my contract wrong so the fees were charged. Hertz refuses to refund the money despite it being an error on their part with how their employees wrote a contract despite clear instruction to include triple a benefits. I have called corporate many times and been told I must call the location itself to request a refund. I have called the location ***** times and no one will answer the phone or speak to me.

  Business Response

  Date: 08/24/2023

  BBB Case number:20490575
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  We regret any misunderstanding regarding the Young ****** Fee billed.  Reservation K5182764743 was booked without the *** discount.  This booking was cancelled and ********* to K5182158710 with the *** discount. However, the original booking K5182764743 was applied to the rental.
  
  Therefore, a credit of $1297.89 is being issued to the MasterCard account ending in 9440.  This represents the Young ****** Surcharge.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.