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

  4100 George J Bean Pkwy Tampa, FL 33607-1402

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  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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:08/18/2023

  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.

  Rental Record numbers: *********, *********, and *********. On April 8th, 2023 we started our rental agreement with Hertz. We were given a 2021 ***** CX-5 that was severely scratched and damaged. There was also an issue with the key fob. They claimed to have changed the batteries. However we were stranded, and locked out of the vehicle several times. We reported the issue and were told that they did not have a replacement. We went back into Plainfield Hertz and was told that we needed to fill the car up. So we left to go to the gas station and were stranded for almost an hour because the car would not start with the key. You think that the store would not care about gas being that the key was not working. We eventually made it back to the store to exchange cars, and we were given a **** Escape. There was also an issue with the **** Escape. The vehicle jerked a lot and felt unsafe. We were then given a 2022 Chevrolet Trail Blazer. There were problems with the vehicle that continued to progress over time. The brakes were going bad. Whenever it rained water leaked in the back right side door. We were given the run around for almost a month with trying to replace the vehicle, as there were no vehicles available. We finally got some resolve, but had to travel all the way to ***** Airport to get a working vehicle which was a 2023 Chevrolet Malibu. The vehicle ran fine but we went on emergency road trip and wanted to have the vehicle and brakes inspected upon return which resulted in a hold being placed on the vehicle and us having to turn the vehicle in. We were given a 2022 Chevrolet Malibu. Upon receiving the car and driving off the lot we instantly noticed that the brakes were really squishy and made a squishy sound when we pressed down on them. No replacements were available. So we drove the car until it was too bad and had to have it towed because it felt unsafe. At that time they did have one available car to replace the 2022 Chevrolet Malibu, but it was a Dodge Charger. They just handed us the keys never bothering to do a walk around inspection. Which has happened with the last few cars we have received. We have had to conduct our own inspection when we pick up the vehicles. Therefore we were not happy about the service and the disregard we received while picking up the Dodge Charger just as much as we were not happy about receiving this kind of vehicle. But because the car is desperately needed we had no choice. During this entire process the Plainfield Hertz location has not been very helpful. They never answer the phone. When we call the customer service number we had to debate with representatives who refused to take our claims. Some were extremely rude. We have had several representatives to also hang up mid conversation. They also did not apply the senior citizen over 50 discount to the first rental. They refused to fulfill the discount, and explained that we could apply it to the next rental agreement which is why we had to start another agreement. When we called customer service they explained that they could apply it in the store. The store said they could not go back and fulfill the discount. It has been a very devastating customer experience overall. We have spent far too much money as customers with Hertz to be treated in such a way.

  Business Response

  Date: 08/23/2023

  BBB Case number:  20489557
  Res ID or RA #:  175935550
  
  This is in response to *******************************,
  
  All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  The condition of the vehicles you received is a concern to us, and we apologize for the inconvenience you experienced.  We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience.  This matter will be reviewed with the appropriate locations maintenance personnel.  As a gesture of our concern, a credit of $223.98 is being processed to your MasterCard account.  This amount represents an adjustment of 7 rental days.

  Please note, I have verified the appropriate 10% discount has been applied on each rental.

  Thank you for contacting us.

  
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20489557
  
  I am rejecting this response because: The 10% discount has not been applied to every rental record. You are giving a credit for 7 day rental amount, which does not come close to all the money we have spent and the mistreatment we have endured. You did not at all address the service we received, and the phone calls where we were hung up on in the process of trying to seek clarity. You did not address the fact that we were told over and over that there were no rentals but road side assistance informed us that they should have made us a priority and swapped our vehicle for whatever was in the lot. We will take this matter as far as we can take it with full proof of each incident on each rental record, if more is not done in our favor. A 7 day credit is not enough for one rental contract, it is definitely not enough for 3 of them! We deserve much more than this. All we did was support your business. I think we deserve 50% off of each rental contract. 
  

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

  Business Response

  Date: 08/29/2023

  BBB Case number:  20489557
  Res ID or RA #:  175935550/377595315/406840733
  
  This is in response to *******************************,

  In review of our records, the 10% discount on the rate was applied to all three rental records. 

  I sincerely apologize your rental experiences with Hertz have not met with the high standards of service we strive to maintain.  As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. Please be assured your comments will be shared with the appropriate Hertz management.

  While we understand your frustrations and the inconveniences you have experienced, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.
  

  Thank you for giving me the opportunity to review this matter again.  We value your business and hope that we will be able to serve you in the future.  
  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20489557
  
  I am rejecting this response because: This matter needs to be further escalated. And I need to know with whom I need to discuss this with before this is taken to a more legal entity. This absolutely a disgrace. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/17/2023

  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 vehicle from Hertz for a family visit thru Priceline.com on 7/8/23 and paid the $577.82 in full prior to my trip. When I arrived at the rental car counter at the airport I gave them my Priceline confirmation number (#***-067-745-17) to pick up the car. At the counter, the Hertz representative ran my **** card for their required security deposit and then asked me if I wanted their supplemental insurance, toll transponder, etc. to which I declined ALL additional charges. My rental period was from 7/27 - 8/6/23, however after my trip I noticed that Hertz charged my credit card $351.39 on 8/8/23. After calling & enduring their purposefully tedious customer service department, they explained that the $351.39 charge was for the supplemental insurance. I explained that i never authorized this charge on the counter screen or verbally, they said they would look into it and gave me a case #. When I called several days later for an update, I was told no case number existed. I believe that Hertz is targeting those who obtain their rentals thru Priceline as we don't receive a Hertz receipt to challenge the erroneous charge. I also suspect a racial discrimination component to this and would like to be contacted by anti-discrimination authorities within BBB. I want a full and prompt refund for the erroneous charge of $351.39 that I did not in any way authorize. Hertz is absolutely preying on consumers that use 3rd party rental companies like Priceline. I swear this information to be true and correct. Thank you in advance for your valuable assistance. - *********************

  Business Response

  Date: 09/06/2023

  Complaint ID: ********

  RR#: 428616381

   

  Thank you for contacting us. Please accept my sincere apology for any misunderstanding regarding the optional ******************* Supplement (***) accepted on your signed rental agreement. Upon reviewing your signed rental agreement it indicates you accepted the ***. As we are not present to substantiate a verbal conversation with you and the counter representative we rely on the signed rental agreement to verify your acceptance and understanding. In the interest of customer service I have issued a refund for the *** in the amount of $349.90. Please allow up to 7 business days for the refund to post to your credit card. 

  I am especially concerned you believe you were treated in a discriminatory manner.  We consider any complaint of possible discrimination to be a very serious matter.  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.  Please be assured your comments have been forwarded to the appropriate Hertz management for *******, ** for review with the employees to ensure proper customer service procedures are being followed.

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:08/17/2023

  Type:Order 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.

  Date:7/31/23 I prepaid online in full for a car rental with HERTZ: $660.88 After returning the car, there was an additional charge for $562.04. $419.90 was for damage/collision insurance which was DECLINED at time of booking AND at time of picking up the vehicle. NO copy of a contract or signed credit card receipt was ever provided at time of pickup, and no receipt or contract was ever emailed or provided after rental ended I have spoken to multiple people at hertz and been given different answers, including being given an non working phone number for the airport location where this fraudulent charge occurred, KOA in ****, **. I have spoken to others this has happened to, these workers get commission and are fraudulently signing for customers that REFUSE the insurance coverage thru hertz. Rental Agreement No: *********

  Business Response

  Date: 08/23/2023

  BBB Case number:  20487497
  Res ID or RA #:  425240454
  
  This is in response to *******************,
  
  We apologize for any misunderstanding regarding the Loss Damage Waiver (LDW) option offered at the time of rental.  I have verified a credit for this service of $439.69 has been processed to your **** account.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/24/2023

   
  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:08/17/2023

  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.

  I am hoping you can review the attachments and provide direction on next steps. Begin with ******** Hertz escalation.pdf.Essentially, after Delta flight cancellations, I rented a car from *** and drove to ***. I turned the car in after just 4 hrs and later found the car went on another excursion to *******, **. I was charged for 3 days rental and another $600 for not returning the vehicle back to ATL. For a month, I have continued to ask Hertz to remedy this situation to no avail. I am asking to have a billing adjustment of $600 to my credit card and appropriate action taken by Hertz to ensure this situation does not occur again to another customer. Any guidance and assistance you can provide would be greatly appreciated.Thanks!************************* Ph: ************

  Business Response

  Date: 08/23/2023

  BBB Case number:  20486873
  Res ID or RA #:  420735884
  
  This is in response to *****************************,
  
  We sincerely apologize for the billing error.  I have verified a credit of $665.09 has been processed to your **** account.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/24/2023

   
  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:08/17/2023

  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.

  Was hit by a Hertz rental Tesla 7/22/23. Have gotten nothing but the absolute most runaround because they do not want to pay. Ive been waiting for an agent to be assigned my claim since the accident. Ive waited on their claims line for a collective 6+ hours trying to get my car fixed. A supervisor was supposed to call me Monday 8/7/23 and no one called. **************** is abysmal. Ive been told my car has $15k worth of damage. If this is not resolved I will be retaining a lawyer and getting the money for my car damage, lawyer fees, lost wages, etc. from this ongoing saga. A police report can be found for this matter. Its also on traffic camera showing the Hertz driver at fault.

  Business Response

  Date: 09/05/2023

  BBB Case number:********
  
  Res ID or RA #:NA
  
  This is in response to ***************************,
  
  Regrettably, we do not handle damage claims in this office.  I have forwarded this case to our ***************** team.  They will contact the customer directly.  If he needs to reach claims he can e-mail ************************************************** or call ************.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/17/2023

  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.

  In Feb, I rented a vehicle at ****** ****************** from (Record# *********). After waiting almost an hour in line due to a crowded exit counter, the manager opened more counters to expedite the process and started checking out cars that were right behind the ones already at the gate. He came to me, took my license information and said youre all set, please keep driving when the car in front of you pulls over. Dont stop at the counter and turn your hazard lights on so the guy know youre all set. Trusting his guidance, I proceeded. But as I moved forward, the agent at the gate opened up the metal barrier that pops open from the ground. The employee's negligence caused damaged to the car's front, causing immense trauma to my wife and kids (infant and a toddler).I immediately reported the incident to the manager who admitted that the gatekeeper's actions were a result of miscommunication. He later brought a vehicle incident report for me to fill. I asked him to document the events or at least provide a written statement confirming my non-fault status. However, he claimed that Hertz prevents him from making any written or verbal statements. I persisted in seeking a documented account. The manager reassured me of my innocence, stating Hertz would review the **** footage and clearly see that I followed his instructions and he doesn't have a reason to lie about the accident.Finally, I received a replacement vehicle and the manager handed me the original incident report, urging me to keep quiet about the incident so he doesn't lose his job. 6+ months later, to my astonishment, I received a bill from Hertz for an exorbitant $23,000, holding me responsible for the car damage. This bill is inconsistent with the assurances provided by the manager and raises ethical concerns. I hope that Hertz will address this matter ethically and transparently, conduct a thorough review of the ****, rectify the unjust charges and compensate me for the emotional trauma we experienced.

  Business Response

  Date: 08/22/2023

  BBB Case number: 20484795
  RA #: 143941033
  
  This is in response to *********************, 

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

  
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20484795
  
  I am rejecting this response because: I already notified your claims team about the details related to the incident on 8/11 but I haven't received any update since then. I would like you to follow up with your team to ensure a timely, fair and ethical resolution of this matter. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/29/2023

  BBB Complaint ID: ********
  ********************** Agreement # *********
  
  Thank you for taking time earlier today to speak with me and provide additional information regarding this matter. Your feedback is very important to us and was shared with our ***************** who will be contacting you directly to further assist.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20484795
  
  I am rejecting this response because: I still havent received a resolution from the claims team. I would like you to document the resolution on BBB.
  The accident only happened because the gate person didn't follow the instructions of the manager. It was sheer negligence on the part of a Hertz employee which caused the accident, and endangered my family's health/life including my two children (an infant and a toddler) who were in the vehicle. I want Hertz to review the **** footage of the incident and conduct a thorough investigation for this fraudulent behavior. 
  It is extremely clear that this accident happened due to your staff's negligence, the car didn't leave your premises, and now 6+ months later Hertz is trying to put the blame on me based on zero evidence (literally the incident report Hertz included in the claim is an empty sheet of paper). If this is not rectified, then unfortunately I will have to explore legal options. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/06/2023

  BBB Case number:  20484795
  Res ID or RA #:  143941033
  
  This is in response to *********************,
  
  We apologize for the inconvenience. As indicated, claims inquiries are handled by our ***************** team directly.  For further inquiry, please contact them directly at ************************************************** or by calling ************.

  Thank you again for contacting us.

  
  

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20484795
  
  I am rejecting this response because: its the same generic response and doesnt provide any update on the case. Id like you to document the case resolution by following up directly with the relevant department. Thanks! 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/12/2023

  BBB Case number:20484795
  
  Res ID or RA #:*********
  
  This is in response to *********************,
  
  We carried out a full investigation into the issues raised. During this process, I was assisted by the US claims senior management team to ensure the correct resolution was reached. While we understand your concerns, we have deemed the damage charges are correct and we are unable to waive or reduce the damage cost.  
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/17/2023

  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 booked a car rental through Expedia on Feb 21/22 for a period of Mar 10/22 to Mar 25/22 under itinerary #**************. I followed up with Expedia support on Feb 23/22 to see if I could possibly shorten the length of the rental. I was advised by Expedia Agent ********** M. That they would look into this and get back to me. I never heard back. I adhered to the originally agreed terms and conditions, completed the rental, and returned the vehicle as expected. As part of the booking process, I made payment to Expedia via credit card in the amount of $1177.84, which included the majority of the charges for the car rental service provided by Thrifty. The remainder was paid at point of pick-up. I have now received 3 invoices from Thrifty, indicating that payment for car rental had not been received from Expedia. I filed a complaint under the BBB against Expedia and they have now paid off the account. Thrifty has forwarded my file to ************************** (a collections firm) that is now threatening to affect my credit rating.

  Business Response

  Date: 08/22/2023

  BBB Case number:20481755
  
  Res ID or RA #:*********
  
  This is in response to ***********************,
  
  We regret any misunderstanding regarding the collection of the unpaid voucher from Expedia.  We do our best to collect the payment from the tour company.  However, if the tour company, in this case Expedia fails to pay Thrifty then we bill the customer who had the benefit of the voucher.  While we see the letter Expedia sent saying they have paid Thrifty for the voucher, we have no record of the payment received.
  
  We would need a date, total amount of payment and the Expedia payment identifying numbers so we can find this exact payment.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/27/2023

   
  Complaint: 20481755
  
  I am rejecting this response because: respectfully I believe that Thrifty should be reaching out to Expedia.  When I called Thrifty to see if my account had been cleared up I was advised that there was no record of an outstanding payment.  Unfortunately I did not take the name of the individual who answered the phone
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/31/2023

  BBB Case number:20481755
  
  Res ID or RA #:*********
  
  This is in response to ***********************,
  
  We had previously reached out to Expedia regarding the unpaid voucher and they refused to pay.  We had confirmed to Expedia that the booking was used, however; they still did not pay.  Therefore, the unpaid $1174.55 is being collected from *****************
  
  Since Expedia told **************** they would pay the balance, that is why we asked her to reach out to Expedia and obtain the payment information.  The date they paid, the total amount of payment and the Expedia payment identifying numbers so we can find this exact payment.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/17/2023

  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 Model 3 on 8/7 as my car needed warranty repair from Hertz rental record *********. On August 11th the truck latch malfunctioned, see attached images, I called roadside assistant case **********. I was told the only replacement vehicle was 1.5 hours away at Hartford Airport, BUT I looked and could book one online in New Haven 15 min away!! I talked to customer support via Twitter and was told they reviews the case and no compensation was required. I disagree, having to drive 3 hours round trip at night with kids in a EV that gets 25% less miles per KW with a truck that ight open (that had items in it) think deserve some compensation.

  Business Response

  Date: 08/22/2023

  BBB
  Case number:  ********
  Res
  ID or RA #: *********
  
  This
  is in response to ******* ********
  
  We sincerely apologize for the inconvenience experienced.  I have verified compensation in the amount of $62.00 (20% of the base rate) has been provided.  
  
  Thank
  you for contacting us.
  

• Initial Complaint

  Date:08/17/2023

  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 from ******** hertz had the car from 12 am to 10 am on 8 /1 they emailed me 8/16 saying damage was to the front end I worked with rental cars before when they checked to take money from my card for gas they shouldnt have released the security deposit they did They park the cars on lots dont walk out with the customers and it dont take two weeks to contact someone and release the deposit I never had a at fault accident and I know for sure I didnt hit nothing and they know that too or they wouldnt have released my 200 deposit for damages Check the cameras one of they workers did that and they know it or my security deposit wouldnt have been released

  Business Response

  Date: 08/22/2023

  BBB Case number:********
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  Unfortunately, our office does not handle damage claims.  We have forwarded this case to our ***************** team.  They will reach out to the customer directly.  They may contact claims at ************************************************** or by phone at ************
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/16/2023

  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 Tesla from Hertz (rental agreement #: *********) through the Uber Driver Program from 3/17/23 until 5/24/23, when I paid my final bill of $752.10. Three weeks later, I received an invoice (************) dated 6/8/23 requesting an additional $146.50, with no clear explanation of charges.On 7/26/23, I received an email (case #: ********) advising me that my rental charges "have been adjusted to reflect a $56.38 charge for Electric Vehicle Supercharging Fees". That's two months after I returned the vehicle. No dates or times were given. The email states, "This charge has been added to your contract ********* and applied to your credit card account. The final amount of your rental charges is $202.88." "Applied to you credit card account" clearly indicates that the balance has been paid by me, with my credit card, so that's what I assumed had happened.Today (8/16/23), I received a letter, dated 8/8/23 stating that my "Hertz rental and authorized operator privileges, as well as any memberships have been cancelled due to your failure to pay the outstanding charges owed by you to Hertz.". I then checked my credit card statement and found that it had NOT been charged on 7/26/23, as Hertz had stated in their email.I then called The Hertz Corporation. After being on hold for sixteen minutes, I was told that my account had been sent to collections, and the matter had been reported to the credit bureaus.I have been unfairly reported to credit bureaus for a balance that I had been told was paid; a balance that was the result of either dishonest and predatory billing attempts or ineptitude on behalf of Hertz.

  Business Response

  Date: 08/22/2023

  BBB Case number:  ********
  Res ID or RA #:  *********
  
  This is in response to *******************************,
  
  We apologize for any misunderstanding regarding the billing received.  Our records indicate the rental charges totaled $898.60.  Hertz was only able to obtain the amount of $752.10 from the account provided.  Therefore, the amount of $146.50 was set up as a direct bill using the address on the rental agreement.  The charging fee of $56.38 was added to this billing in our system on 7/26.  This information was not provided to the collection team until 8/8 when no payment had been received.  Please note, when a vehicle is returned,rental charges are computed by the return location.  However, all charges are subject to final audit as specified in the Terms and Conditions of the rental agreement.  
  
  We hope this has clarified the billing received.  Thank you for contacting us.
  

  Customer Answer

  Date: 08/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: The response from Hertz mentions NOTHING about my request for explanation of charges or why they unfairly destroyed my credit.  I was hoping to resolve this without bringing in my attorney.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/30/2023

  BBB Case number:********
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  As previously advised, on return, the rental charge was $898.60.  We were only able to collect $752.10 on the credit card, this left an unpaid balance of $146.50.  On July 26, an additional charge of $56.38 was added to the rental for the Tesla Rebill Supercharge fee.  This fee was not billed to the credit card either.  Therefore, the unpaid balance went to $202.88.  Since the $202.88 was not paid during the requested time period, the unpaid balance has not been sent to an outside collection agency.  Once the case has been sent to outside collections, Hertz can no longer accept payment.  ****************** will need to arrange payment with the collection agency.
  
  Thank you for contacting us.