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

7,199 total complaints in the last 3 years.
1,720 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:08/15/2023
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 from hertz with rental record number *********. The credit card I had on file had expired so i had to start a new rental record number per their policy. that rental record number is *********. The total bill for the first rental was $3094. Hertz charged that amount to the first credit card and also authorized it to the new credit card i provided (which was my bank card) I made Hertz aware that they had taken money from 2 different accounts and they said that it was my banks fault for keeping the money on hold. They said the hold should only be 24 hours.My bank ********* states that Hertz never removed the hold for $3094.00 and that all they needed Hertz to do was to fax them saying that it can be removed.Hertz billing department, Christian (district manager) and the office i rented from all refused to fax my bank with the information stating that it's against their policy.
Business Response
Date: 08/21/2023
BBB Case number:20473209

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

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

On rental *********, the rental charge was $485.23 for the time period of July 10 - 17.

On rental *********, the rental charge was $1647.32 for the time period of June 27 - July 10. He was billed $924.21 for the Tesla Rebill for the Tesla Supercharge fee from the beginning of the rental.

When the car is returned, the deposit release is submitted to the customers credit card company. Depending on the credit card company, there may be a delay between the time the request is received and when the hold is released. The length of time this takes is not determined by Hertz.

Please note, once the authorization hold has been released from the customer's account, it will not appear as a credit. It will just be removed from their statement and the funds will no longer appear as pending. Therefore, if they no longer see a pending transaction on their account from **********************, then the hold has been released.

Thank you for contacting us.
Customer Answer
Date: 08/22/2023

Complaint: 20473209

I am rejecting this response because:

This hold was on my account for 45 days. ******* states that this Hertz requested this hold and was never removed. Because they never charged the hold timed out on Friday.

Sincerely,

***************************
Business Response
Date: 08/28/2023
BBB Case number:  20473209
Res ID or RA #: 408610101

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

After a thorough review of this matter, no additional action can be made. As indicated, when the car is returned, a charge for the total amount due is submitted to your credit card company and the authorization is released. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly further with your release request.

Thank you again for contacting us.
Customer Answer
Date: 08/28/2023

Complaint: 20473209

I am rejecting this response because:
Hertz clearly doesnt know how to read, you didnt address any of the matters i provided. You might as well have had chat GPT respond to this

Sincerely,

***************************
Initial Complaint
Date:08/15/2023
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 07/14/23, I travelled to ****** for my brother's funeral which was to take place at ****am that morning. I was providing the engraved urn which I carried with me on the flight. I booked a car rental online with Hertz but did not realize the pickup time was **** and I arrived at ****. When I went to the Hertz counter to pick up the vehicle, the agent (***************************) told me i would have to wait until **** before i could pick up the vehicle and they would not release it any sooner. (There was one other customer at the counter and no on else in line). As an alternative, **************** then offered me an upgrade that I could take immediately. The upgrade would cost me and additional $350.00 on top of what i paid for the original rental. I cancelled the rental and rented another vehicle similar to my original rental at Alamo and I was able to take take right away. I made it barely in time to place the ashes in the urn for the funeral with little time to spare. To make matters worse, the agent was not only insensitive to the circumstances, she was also a bit rude.I think Hertz is engaging in bad business practices by potentially forcing customers to accept a costly upgrade by withholding an original vehicle rental. I was only an hour early. I have never experienced this where an agent would not allow the vehicle to be released a little early, and given the circumstances, it would have been most appropriate to do so in order to arrive at funeral with plenty if time. There was no shortage of vehicles or a huge demand at the time I arrived for the vehicle. This is just plain wrong and unfair.
Business Response
Date: 08/23/2023
Complaint ID: ********
Res#: K5490204176

Thank you for contacting us. At Hertz/Thrifty, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured that local leadership in ******, ** will be sent a copy of your comments for their review and corrective action.
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:08/15/2023
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.
Hello I rented a car through the Hertz Uber Rideshare program on August 11, 2023.After renting the vehicle I called Uber to see why the car was not active in my profile. The car had been rented to me with expired registration. I had driven the car for almost 4 hours which is illegal in the *****************. After about 4 hours the car became active in my profile and everything was fine but I lost out on potential revenue due to the fact that I was unable to use the car for work during the hours I planned to drive. The next day August 12, 2023 Uber but my account in a 5-7 day review which made my Uber account become inactive. So now the Hertz rental makes no sense to keep because I have to wait an additional week to be verified by ****. I attempted to return the car in under 24 hrs but the location was closed for the weekend. On Monday I was told my Hertz customer service if I returned the vehicle I could receive a refund. After returning the vehicle the location refused to close out my vehicle until the original return date which is august 18th. I explained my situation and they didnt seem to remotely care. I returned to the location on August 15th and noticed that the have rented out the vehicle that they refused to close the contract on for me. So they are profiting on a vehicle that is technically still under contract with me. I would just like a refund of $312. I was rented the car under multiple terms that were no honored for the reason I rented it. - Car had expired registration -Uber placed my account under review - Hertz refused to close my contract early and honor the refund that I discussed with customer service - ********************** rented the car back out that was technically still under contract with me
Business Response
Date: 08/22/2023
Complaint ID: ********
RR#: 526537211

Thank you for contacting us. Upon reviewing your complaint I reached out to the management team for ***************************, **. They provided the information below.
The location management has advised the vehicle never had an expired registration per our system. We do not control the administrative reviews that Uber may place on a Drivers account as their controls are proprietary and between Uber and their driver. This renter was given the vehicle and it took 4 hours, according to him, to show up on his Uber application. He then proceeded to use this vehicle for the time period. The renter then attempted to return the vehicle without completing the minimum 7 rental period. The location closed out the contract for just the rental days used as act of goodwill.

So to conclude the facts of the matter:

1. Renter was charged for only the days he had the car in his possession.
2. The renter drove the vehicle and accrued mileage for the period in possession.
Based on the above information I have refunded 50% of one day of your rental for the 4 hours you lost. The refund is $30.00 with the applicable taxes. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 08/22/2023

Complaint: 20472321

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:08/15/2023
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.
To whom it may concern, Currently I am dealing with an insurance claim. I had another reservation for a vehicle with Hertz and tried returning the vehicle I had in possession, and they stated I needed to return it to another location, that never answers their phone and was closing at 12pm on Saturday 8/12.The vehicle was reposed with my personal belongings. I have expensive items in that car along with my purse, money, wallet, make up bag, clothing, shoes, parking transponder, ETC. I have tried several times to contact Hertz in order to locate my items and no one can tell me where the vehicle is located. I also found out the car was not due to be returned until 8/15 and should never have been reposed. I was told they gave a bid to two towing companies and both companies stated they picked up the car. Hertz will not tell me where the vehicle is for me to retrieve my items. I informed them I have medicine in my purse along with a lot of expensive items and needed to pick the items up asap, no one has answers, this in not fair for a consumer to be treated this way. Please help me resole this issue, as I am not getting anywhere. *********************** ************
Business Response
Date: 08/23/2023
Complaint ID: ********
RR#: H24333562

Thank you for contacting us. We have reached out to our ********, ** General Manager who advised there were no items in the vehicle when it was towed to the location. He also advised they allowed you to check their lost and found room.
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.

Customer Answer
Date: 08/31/2023

Complaint: 20472509

I am rejecting this response because:
They have still not contacted me to get my belongings or responded to my ************** claim. They stated there were no items in the vehicle which is incorrect.
The company is fraudulent and has also charged my credit card without permission. This is an insurance claim that the insurance company is paying. This matter is not resolved. No one calls me back and has not handled this matter.
Sincerely,

***********************
Business Response
Date: 09/05/2023
BBB Case number:20472509

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

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

Regrettably, we do not handle Lost and Found cases in this office. Please contact ***************************** at ************************************. They have already confirmed there was no items in the car when they received it and ************ has already checked the Lost and Found room.

The insurance company paid the rental until July 14. The customer is responsible for any days the car is kept after the insurance stopped paying.

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

Complaint: 20472509

I am rejecting this response because:
My stuff is still missing and no one has handled this or contacted me..
Sincerely,

***********************
Initial Complaint
Date:08/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband rented a car in ******** ******** and kept two additional days and we were charged over $3700 with no explanation. We spoke with customer service and a specialist, and both were extremely rude and would not adjust charges the most expensive vehicle for a week is $1200 and large SUV so I am confused as to how we can be charged over $3700 for a six day rental. The car was returned with a full tank of gas in the same condition with no damage to the vehicle. This charge seems excessive and completely out of line to the average customer. We cant afford to pay over $3700 for a six day rental. I dont know how this company can do this all we are asking is for the bill to be adjusted. We understand we need to pay for the six day rental but how can over $2700 be added to the rental because the car was kept for two additional days in which my husband notified the ********, ******** Hertz location. The hertz specialist stated they had no record of that. We also were told we would be called by Hertz within 48 hours and that never occurred. If I could please have some help I would appreciate it. I have talked to Hertz and no one will help us.
Business Response
Date: 08/21/2023
BBB Case number:  20471368
Res ID or RA #:  522359320

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

We apologize for any misunderstanding concerning the rate billed. After reviewing the reservation records, as well as the computed charges, we found the appropriate rate has been extended. The rate confirmed at the time of rental was based on the conditions (4 day rental, returning to the same rental location) provided. However, since the rental conditions changed (6 rental days, drop off at our ********* location), the rate changed as well. Please be assured the most economical rate has been applied.

Thank you for contacting us.
Customer Answer
Date: 08/22/2023

Complaint: 20471368

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:08/15/2023
Type:Sales and Advertising 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.
Gold Plus Rewards Number:62497001 Car Rental Information:Rental Date:Month:August Day:02 Year :2023 Return Date:Month:August Day:07 Year :2023 Rental Pickup Country:************* - ********** Rental City:********* Vehicle Type:********** FT S 8ZKM600 Rental Record Number:521807090 Reservation Number:K5650805454 Amount Billed and Currency:825.06 USD Questions/Comments:Hi,It seems that I was sold a lemon and was inappropriately charged for the following:- Fuel Purchase Option $109.13 (I brought the car fully refueled).- ************** Reimbursement" $6.25 then a second double taxation of "Fuel sales Tax" of $3 as well as triple taxation for the ****% total amount, being and additional $45 - I was charged $61.51 "concession fee recovery", as a real lemon, without it being mentioned in advance in an obvious fashion; when I purchased the rental online.- Neither was a "Customer Facility Charge", for a REMOTE out of airport location, to eh value of $45, clearly explained.I also expect a minimum payment of $500, for the opportunity cost of wasting my time, for filing this complaint.Also, it is extremely difficult to get hold of these people, to file a complaint through their own system.When I files, I got multiple error responses.The total amount that should be reimbursed, is in the approximate range of $900.Thanks.
Business Response
Date: 08/21/2023
BBB Case number:  20470135
Res ID or RA #:  521807090

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

We apologize for any misunderstanding regarding the billing received. Since you indicated the vehicle was returned full of fuel, a credit for the Fuel Purchase Option of $112.13 is being processed to your **************** account.
After a review of the remaining charges, I have found them to be correct. Please note, the License and Tax Reimbursement fee is **********************' recovery of the proportionate amount of vehicle licensing costs applicable to your rental. This is a mandatory daily charge which cannot be declined or waived. The Airport Concession Fee Recovery is to reimburse Hertz for concession fees paid to the airport for each rental. Most car rental companies at this airport charge a similar fee.  The Customer Facility Charge is required by the *****************. This fee is collected by all car rental companies. The monies collected are used to pay for common car rental facilities. These charges are indicated at the time of booking, as well as printed on the rental agreement provided at the time of rental. Therefore, we are unable to meet your request for a refund of these charges.
Thank you for contacting us.

Customer Answer
Date: 08/25/2023

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:08/15/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an online reservation for a rental car for the dates of Aug 1, 2022 - Sept 30, 2022 for an estimated ***** total. I was charged two charges of approx. ***** and ***** each. The rental location split the reservation in to two and charged each separatly, overcharging me approx. ***** I have contacted Hertz numerous times via phone and email since October 2022, Hertz does not have an answer as to why my rental was split, why the *** was changed, it was booked as official travel (this was for a military TDY), or why it was changed to Gov travel and not DOD. They falsely documented that I returned the vehicle on Aug 31 and rented it again on Sept 1, documenting that the miles the car was returned with on Aug 31 were higher than what the car was returned with on Sept 24.Overview - I booked Aug 1 - Sept 30 at approx. 1500/Total.At pickup, I signed two documents stating the total of Estimated Rental Charges would be approx *****. Both of those agreements had the correct dates at the very bottom (Aug 1 - Sept 30) I then dropped the car off on Sept 24 (early) and signed a final receipt for approx. *****. It would have been very easy to assume, and I signed those agreements under the assumption that they were the same agreement that needed a signature twice. Additionally, there is no dollar/EURO amount added for the **** theft protection, or PI - they just state "included". The total in the 'estimate of charges' 'rate' column is also very close to the reservation (approx. ****) raising no red flags.I should have caught the error before signing.however the total and the dates on the bottom of each agreement matched what I had booked - ***** for Aug 1 - Sept 30. S I skimmed the rest - not realizing that in one transaction I was signing two agreements for ***** EACH.This was disputed on my credit card and Citi reversed the charges. Hertz issued a new invoice.
Business Response
Date: 08/21/2023
BBB Case number:20468819

Res ID or RA #:********* & 299389134

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

We regret any misunderstanding regarding the charges billed. The customer had two reservations, *********** was booked for the time period of August 1 through September 30, 2022 for 60 days. The reservation was booked using his President ****** membership and CDP ****** with Platinum American Express.

Reservation K2064987899 was booked for August 31 through September 30, 2022. This booking was booked using the US Government CDP 860771.

The first reservation K19305204B7 was used with rental 299389134. I have updated this rental for the rental period of August 1 through September 24, 2022 and applied the original rate. A credit of ****** EUR is being issued to the **** account ending in 9424. Please allow 5 to 7 business days for this credit to post to the account.

The second reservation K2064987899, billed under rental *********, I have cleared the ******* EUR outstanding balance.

Thank you for contacting us.
Customer Answer
Date: 08/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I sincerely appreciate the review on my Hertz account and clear effort to make this right by canceling the outstanding balance. Thank you for your cooperation on finding a resolution.

Sincerely,

*************************
Initial Complaint
Date:08/14/2023
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 through UBER from February- June. I was charged $464 weekly which included taxes and fees. I was told that any time the car was charged at a charging station, it would be charged with my weekly payment. Therefore, I was charged $560 weekly. Sometimes more, sometimes less. After turning the vehicle in, I was charged an extra $520 which I tried to dispute but was unsuccessful. On 08/12/2023, I received an email saying that I owe more money. I then called to resolve this problem because I already paid for charging of the vehicle on a weekly basis. The person that I spoke to said that I paid $560 for a certain week then I asked where is the extra $200 she then changed her statement and said that I only paid $464. I told her that I have bank statements to prove that I was paying more than $464 a week to Hertz, where did my money go to? She said that I had to contact customer service which she was customer service. I then told her that I would report Hertz and contact a lawyer. Hertz keeps coming after me for money that was already paid. And keeps lying about it and I dont know what to do about this.??????
Business Response
Date: 08/21/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. A review of our records indicates the rental period from 06/16/23 - 06/26/23 was charged correctly. You initiated a chargeback with your financial institution for the amount of $520.53. The chargeback was reversed on 08/01/23 which settled the balance.
Initial Complaint
Date:08/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental car borrowed from 8/3/23 until 8/7/23 and was returned on 8/7 an hour early. However I continue to receive daily automated calls about car not being returned/overdue, which is because the rental agreement was not closed by the Hertz location in ******* **. Cannot contact location or get ahold of any staff members of this location directly by phone to resolve, instead get transferred to global hotline number who are unable to assist, they can only send emails to the location. These emails have been sent by global Hertz team 5 times (according to them) to the ** location and I still continue to receive delinquent notices despite returning the car over a week ago. They ping my credit card on file daily for additional charges, which have not processed. However my credit card now flags these as fraud and now they are calling daily to see if I want to freeze my card and issue a new one which is another level of inconvenience. Currently there is a class action lawsuit against Hertz for having customers erroneously arrested for car theft, have their credit impacted, and more. I am trying to avoid these horrible situations. My rental record number is *********.
Business Response
Date: 08/21/2023
BBB Case number: 20467915
Res ID or RA #: *********

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

We sincerely apologize for the delay in the rental closing. We have verified the rental has been closed and an invoice provided. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.

The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management to avoid future occurrances.

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 the bare minimum of satisfactory to me.
I have received an invoice.

However they still have not addressed the root issue, slow closing of contracts and harassment via automated systems.

Sincerely,

*************************
Initial Complaint
Date:08/14/2023
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.
Hertz rental ********* I rented a car in ********************* for 10 days in June. I have received 2 notifications of tolls amounting to $4.80 with $29.97 in fees..approx 620% interest. This was charged to my **** card. This is outrageous.
Business Response
Date: 08/18/2023
BBB Case number:  20467494
Res ID or RA #:  400688212

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

We apologize for any misunderstanding regarding toll charges.  PlatePass Video Tolling is available at select locations throughout *****************. Cameras capture images of the vehicle's license plate when the customer uses the Express Lane. The vehicle's license plate is then matched with the applicable rental agreement and the toll charges are billed separately to the customer's credit card.

There is a daily service fee for all rental days, once a toll road is used (including days on which no toll roads were used). A separate invoice for toll-related charges will be sent to the address listed on your rental. The charges will appear on your credit card as a separate charge from PlatePass. This information is detailed on pages 4 and 5 of the rental agreement received at the time of rental.

Thank you for contacting us.
Customer Answer
Date: 08/24/2023

Complaint: 20467494

I am rejecting this response because it does not respond to the exorbitant charges which amount to an interest rate of over 620%. the toll charges are $4.80 and fees are 29.97.
Plate pass is an agent of Hertz and they are condoning these excessive charges. The Hertz contract is pages long and when you rent a car who reads to page 4-5. That is absurd.
It is Hertz's responsibility to inform the consumer what to do about toll charges and how to avoid them. Since ****** area and state has many toll roads, how is it possible to avoid them or be charged a fair amount..
To be charged a total of $34.77 for tolls amounting to $4.80 is excessive to say the least. Who ever heard of an interest rate of over 600%..

Sincerely,

Henna ******
Business Response
Date: 08/29/2023
BBB Case number:  20467494
RA #:  400688212

This is in response to Henna ******,
As noted in the terms and conditions that must be accepted when booking and renting with Hertz, if the All-Inclusive Toll Option is not accepted, but the customer passes through tolls, the renter will be billed for the cost of the tolls plus a $9.99 administrative fee per usuage day. We regret any misunderstanding regarding this policy, however, no adjustment is warranted.
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.

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