Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

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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

7,213 total complaints in the last 3 years.
1,727 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:08/09/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/30/23 I made an online car reservation with Hertz and prepaid $239.45. The reservation was from 7/3/23 at 9AM to 10AM on 7/7/23. The reservation confirmation code was K5392414650. I received a call at 8:15AM on the 7/3 from ************** stating that they dont have a car for me, that they dont have any cars available, and they wouldn't have any cars available until much later in the day. I was told to cancel my reservation, that they couldnt cancel my reservation for me, and that I wouldnt be charged because they couldnt provide me a car. So, I canceled my reservation at 8:28AM. On 7/4 my bank account was charged for the full amount. I filled out the first contact customer service regarding a previous ********************** online form. On 7/6 I received a partial refund of $139.45. They had kept $100 which is the reservation cancelation fee for canceling within 24 hours of pick-up. On 7/11 I filled out a second online form asking for a full refund and for a representative to call or email me. On 7/16 ****************, a Hertz customer service representative, reached out to me via email at customer-************************************ stating that, Rest assured that your experience has been properly documented to prevent this from happening again.. This message still made no indication that I would receive a $100 refund. On 7/30 I filed a third online form asking for a full refund. As on 8/8 I have not received a response or a $100 refund.This experience has been incredibly frustrating. My personal car had starter issues which caused me to reserve a rental car. It was a busy Fourth-of July weekend and I had made the online reservation to ensure I had a car ready for me on Monday. Surely my reservation wouldn't have been confirmed if there weren't any cars available? Hertz not honoring my reservation caused me to be late to work and to get three different people to drive me to and from work. On top of that, they still charge me $100! I'm hoping the BBB will help me resolve this issue.
Business Response
Date: 08/11/2023
BBB Case number: 20440482
Res ID : ***********

This is in response to *********************************,
We sincerely apologize for the inconvenience you experienced when we were unable to honor your reservation because a vehicle was not available. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation.

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. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.
I have submitted a refund of th $100.00 cancellation fee that was applied to your July 3 reservation. Please allow 3 to 5 business days for the $100.00 credit to reflect on your **** ending 9956.
As a gesture of our concern for the inconveniences we caused, I have also mailed a $50.00 Hertz certificate to the mailing address you provided on your BBB submission.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 08/15/2023

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. Thank you.

Sincerely,

*********************************
Initial Complaint
Date:08/09/2023
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.
K5353278619 When I picked up my rental at the *************** ** location I was told that if I used the toll transponder in the car I would be charged "a few dollars over the toll amount" for each instance I used a toll road as their maintenance fee.I went through a total of 3 highway tolls during my rental and was shocked to see that afterwards I was charged nearly $400 for using those tolls alone. Despite what the employee told me earlier, I had automatically been enrolled in the "platepass" program where I would eventually be charged hundreds of dollars in service fees.Additionally the car smelled funny and I found a half eaten sandwich under the car seat. The car seats were in disgusting shape as well per the photos. The left speaker was blown and most importantly the car desperately needed alignment. I had to steer very much to the right to make it drive straight which was flat out unsafe.
Business Response
Date: 08/11/2023
BBB Case number: 20444765
RA #: 402199722

This is in response to *******************************,
We regret any misunderstanding regarding the applicable toll charges and usuage of the toll transponder in the rental vehicle. 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.
Our records indicate you have already contacted PlatePass concerning the All-Inclusive Toll Option charge on this rental and they have adjusted the charges to only bill for the tolls passed and applicable daily usuage fee. A refund of $335.87 was submitted on August 10.
I am very sorry for the condition of your rental vehicle and the inconvenience you experienced. All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. 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 our maintenance personnel.

For your future reference, if a customer encounters difficulties or is unhappy with the vehicle for any reason while on rental, we ask that they contact the Hertz **************** at ************** immediately to arrange for repair or exchange of the vehicle. ************ is provided with as little inconvenience as possible to our customers.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 08/16/2023

Complaint: 20444765

I am rejecting this response because:
Hertz offers an alternative tolling option that is not all-inclusive - Given that I was provided incorrect information by the representative I believe I should not be charged with the platepass all inclusive option, but instead what is listed on your website:

If you decline the optional PlatePass All-***************** at the start of the rental period, but still use electronic toll roads and/or bridges during the rental period (including cashless or all electronic toll roads and bridges, as noted above), you will be liable for and we will charge you: (a) all tolls incurred for such use (at the highest, undiscounted applicable toll rate); (b) a $9.99 usage day fee; and (c) all other applicable toll charges or fees, if any.

Sincerely,

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

Business Response
Date: 08/21/2023
BBB Case number: 20444765
RA #: 402199722

After a thorough review of this matter, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted.

Customer Answer
Date: 08/22/2023

Complaint: 20444765

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:08/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from my local Hertz office in ******** on 8/9/2023 Reservation #********* I entered the office with my husband and daughter with my credit card and drivers license in hand, the young man at the desk asked if we were picking up and I answered yes, he then asked for my credit card and drivers license which I handed him, no problem. I asked him if I could add insurance and he said yes and ran my card, my card declined, I told him I had to move funds to another credit card thats when he became so rude telling my in front of other customers that I should have had my ducks in a row and that if I didnt have money I should have not rented, I was so embarrassed he repeated this in front of other customers and my family members. I had the money I just needed to use the right credit card. I stepped aside and let other customers ahead while I got the correct card, I then approached the young man and kept handed him my card and drivers license, he was then got the contract and went to retrieve my car, my husband asked him why he was so rude to me and the employee then started being rude and saying we should have had the money and been ready he was so so rude and loud kept repeating loudly in the parking lot how we should have had the money, never apologized just continued to be rude and argue, I asked to speak with his manager and he shouted I am the manger he walked away stated that he was going to put me in the do no rent list. I have never been treated so rudely and unprofessionally by a car rental company or business like this in my life. Very embarking and uncalled for.The company is Hertz Rental Car ********************************************** Employees name ************************* Manager II
Business Response
Date: 08/11/2023
BBB Case number: 19119244
RA #: 525285445

This is in response to *********************,
At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. There is never a reason for a Hertz employee to be rude or disrespectful and any unprofessional behavior will not be tolerated. We sincerely apologize for the impression our representative left with you.The Area Manager will be notified for review with the personnel involved.
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:08/09/2023
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 pre-ordered the Hertz on 6/24/2023 charged $270.02 on HERTZ #******* HERTZ PPAY OK ***. And the final charged should be $130.15 as attached. Not sure why Hertz charged extra $250.78 on 6/29/2023 on HERTZ #******* ********* ** ***
Business Response
Date: 08/11/2023
BBB Case number: 20444016
RA #: 389967325

This is in response to *****************,
In review of our records, the additional charges billed at time of return were for the ** charges, see attached documents.
Note: The Idle Fee on the ** charges applies to any car occupying a Supercharger if the station is at 50% capacity or more and the charge session is complete. Idle fees double when the station is at 100% capacity.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 08/12/2023

Complaint: 20444016

I am rejecting this response because nobody told me the rule of idle fees. And I did add power around 98% when returned. It was 87% when I picked up the rental car.

Sincerely,

*****************
Business Response
Date: 08/18/2023
BBB Case number: 20444016
RA #: 389967325

This is in response to *****************,
Information regarding the recharging idle fee is noted on the Tesla app in vehicle and should also be posted at the charging stations. As a goodwill gesture, I have isused a $36.50 credit to your account for 1/2 of the Idle Fee costs you incurred. Please allow 7 to 10 business days for the credit to reflect on your account.
The location did not bill a recharging fee after you returned the vehicle. You were only billed for charges you did while on rental. No credit is issued for extra charge on vehicle at return.
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.
Initial Complaint
Date:08/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car 8/4 and returned the car as agreed on 8/5 the hertz recording is claiming I did not return the car and it is over due and the charge is still pending so the location at ************************************ ** has not closed this receipt out properly at this rate I feel like the entire rental should be free and corrected immediately
Business Response
Date: 08/11/2023
BBB Case number: 20443749
RA #: 522161765

This is in response to ***********************,
We sincerely apologize for the delay in closing the contract for your August 3-4 rental. The contract has now been closed, see attached invoice. The authorization hold(s) placed on your account, while the contract remained open, have been released in our system.
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:08/08/2023
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.
The Hertz Rental Record number is *********. I am seeking a refund for the Loss Damage Waiver charge of $139.96 plus any taxes or surcharges that were added based on this expense. We informed the attendant at the ******* Airport that we did not need any optional insurance or protection coverage as we had the coverage we needed through our auto insurance carrier. The booking that we made online did not make any mention of these charges either. After further review of the billing, it appears that he added the Loss Damage Waiver charge anyways and ignored our wishes. This seems like a very deceptive practice and hurts my trust in this company. The first time that I called the customer service line to discuss this matter was fairly pleasing as the representative seemed to understand the situation and stated that I would be receiving a refund of approximately $160. After over a week of not receiving the stated refund, I recently called the customer service line again to check on the status of this refund. I was told a completely different outcome this time with this attendant saying that they were not granting my request for the refund. This has been a frustrating process all around and we will possibly think twice before working with this carrier again.
Business Response
Date: 08/11/2023
BBB Case number: 20443174

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

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

We regret any misunderstanding regarding the charges billed. A credit of $182.53 is being issued to the MasterCard account ending in 6765. This represents the Loss Damage Waiver plus applicable fees and tax. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 08/11/2023

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:08/08/2023
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 vehicle was hit by a HERTZ rental car, The driver of the vehicle left the vehicle at the accident and fled by foot, Hertz claim # ******** I have filed a claim with HERTZ to get paid for my damages a month ago, no updates, no payment, they dont even have a adjuster for my claim They keep telling me to call back in 10 days (4th time now) My vehicle is at the shop, they dont want to fix it before HERTZ adjuster comes down to look at it, or approves the ***** They are ignoring and ****** up the phone **************** is NON EXISTENT The auto repair shop is charging for storage everyday, im paying for a car rental SOMEONE HAS TO REACH OUT TO ME ASAP AND FIX THIS
Business Response
Date: 08/10/2023
BBB Case number: 20441764

Res ID or RA #: NA

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

Regrettably, we do not handle damage claims in this office. We have forwarded this to our claims team. Someone will reach out to **************** directly.

Thank you for contacting us.
Customer Answer
Date: 08/13/2023
We have reached out to claims department and every possible department with hours and hours on hold,
Spoken to customer service / supervisors and supervisors supervisor,
This is absolutely ridicules car is sitting in shop accumulating storage fees, rental fees and im simply being ignored
This is the reason i reached out to headquarters my next step is filing a lawsuit

Waiting for your response
(even with your response i would bet that no one will be reaching out)

Complaint: 20441764

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 08/18/2023
BBB Case number: 20441764

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 you directly. They can be contacted direct at ************************************************** or calling ************.

Thank you for contacting us.
Initial Complaint
Date:08/08/2023
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.
On 8/5/23 I booked a rental car online directly with Hertz for my son to Travel from ******* ** to ********** ** on 8/6/23. Hertz charged my **************** credit card $116.21 as a deposit with a balance due upon pick-up of $40.15. When my son arrived at the Hertz counter he was told there were no cars despite him having a confirmation number (attached). He was also told there were no 1 way rentals even though Hertz accepted the terms and conditions as per their confirmation. Stranded at the airport, he had to make last minute arrangements with Budget Rent a Car which cost over 2X (around $360.00) the amount agreed with Hertz. This could have been avoided had Hertz been honest and or honored the contract. I've spent over two hours on the phone trying to speak with someone at Hertz only to be sent from 1 call center to the next with no amicable resolution. The Hertz confirmation number is K5750523506. I appreciate your assistance dealing with Hertz and their deceptive practices.
Business Response
Date: 08/11/2023
BBB Case number: 20440772

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

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

I apologize for the inconvenience experienced when we were unable to honor the reservation because a vehicle was not available.

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

A credit of $116.21 is being issued to the **************** account ending in 1009. This represents the amount prepaid. Please allow 7 to 10 business days for this credit to post to the account.

In order for us to refund the rate difference paid to Budget, we will need a copy of the Budget invoice. Also, please confirm if the refund can be made to the same **************** account.

Thank you for contacting us.
Customer Answer
Date: 08/11/2023

Complaint: 20440772

I am rejecting this response because:
I accept the credit from Hertz for the amount paid to them as noted in Hertz's response.
However, I expect to be reimbursed for the additional cost incurred due to Hertz failure to honor our contract.
The Budget rental car invoice is attached. The total cost for the Budget Rental Car was $377.58 (copy of invoice attached)
The additional credit should be applied to Back of ************ # *******************. This was the card used to rent the vehicle.

Sincerely,

***********************
Business Response
Date: 08/18/2023
BBB Case number: 20440772
Res ID: ***********

This is in response to ***********************,
Thank you for your reply.
After reviewing the contract with Budget, we have determined a credit is due. An adjustment of $261.37 will be processed to your **** ending 9892 We sincerely apologize that we were unable to honor your reservation. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.
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: 08/24/2023

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:08/08/2023
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 made a car rental reservation for 7/7-7/15/2023 to pick up and return to *** International Airport. I prepaid when I made the reservation on 7/1/23 in the amount of $435.81. The confirmation number for this reservation is: K53840830E4. When I picked up the car at the counter on 7/7/23 the lady asked if I wanted to add car insurance for only $35 more. I already have car insurance but since it was only $34.99 I said yes. I told her I did not want to add a bunch of extras or significantly change the cost of the rental. When I just received my credit card bill I noticed two large charges from Hertz. One for $435.81 on 7/1/23 as expected but also, a second charge for $378.59 on 7/15/23, the day I returned the rental. I called Hertz customer service to discuss as it seemed to be a mistake. They said this was an extra charge for the charge of $34.99 per DAY for insurance, plus taxes. I would not have accepted or added insurance if it was $34.99 per day. This was not clearly explained to me at the counter, nor was the new total amount provided to me. The rental record was not even emailed to me until several days after the rental began. **************** said there was nothing he could do. I requested to speak to a manager and he said I could call the counter at MSP. He gave me the number but I could not even get the phone to ring through all of the prompts and spent time trying different prompts that were unsuccessful connecting me to a person. The additional cost for adding this insurance that I was charged was $378.59. This is almost equivalent to the entire rental cost! This was not clearly communicated to me at the time of checkout. This also makes me wonder if Hertz may be up-charging the cost for insurance. I am requesting a refund for the amount of $378.59 for the cost of insurance that was added to this rental without clearly communicating it to me. I recommend the costs be clearly communicated verbally and in writing at the counter in the future.
Business Response
Date: 08/11/2023
BBB Case number: 20440053

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

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

We regret any misinformation provided regarding the Loss Damage Waiver fee billed. As a gesture of our concern, a credit of $331.26 is being issued to the **************** account ending in 1005. This represents a reduction of the Loss Damage Waiver plus applicable fees. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Initial Complaint
Date:08/08/2023
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 booked a rental car with hertz from this location. I was supposed to get a car from this location at 10 am. And at **** am this location called and said the car is not available and to cancel our reservation. They did not show any responsibility on fixing this issue and left it on us to figure out their mistake. We called the hertz car rental line and they said we have to almost pay double of what we paid if need to rent the same car for another location. Have we booked the car from some other location when we made the booking, we would not have to pay this extra amount. After hours of being on phone with representatives they were not ready to do anything to get the issue fixed. This caused lot of mental pressure for us to figure out a fix at the last minute for this issue. Not to mention the extra money we had to pay to rent a car. We did not go with hertz this time because it was the worst car rental experience we had ever.
Business Response
Date: 08/10/2023
BBB Case number: 20411888

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

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

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

In order to process a credit for the rate difference with the car rented, I will need the rental invoice as well as the full credit card number and expiration date. I regret any inconvenience this may cause.

This information can be sent to ***********************************************************************. Please reference case number ******** when sending the requested information. You can send the credit card information via e-mail as long as you split the card number in two e-mails. For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date. You can also send confidential information by mail to the address below:

Hertz Rent-A-Car
P O Box 26120
*************, ** 73134

Thank you for contacting **.
Customer Answer
Date: 08/15/2023

Complaint: 20411888

I am rejecting this response because:
The customer relations keep telling me to go back to priceline for a refund. It was Hertz who canceled the car the day we were supposed to travel and we had to pay extra to Alamo as we were booking last minute.
Why are we being asked to go priceline when all they did was accept the booking on behalf of hertz. Does Hertz even understand what the issue is?

Sincerely,

*******************************
Business Response
Date: 08/21/2023
BBB Case number: 20411888

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

This is in response to *******************************,
I apologzie for any misunderstanding our previous email may have caused. Our previous response does not reference Priceline or suggest you contact the booking party. I have included our previous response again for your reveiew.
I regret the inconvenience experienced when ********* was unable to honor your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

In order to process a credit for the rate difference with the car rented, I will need the rental invoice as well as the full credit card number and expiration date. I regret any inconvenience this may cause.

This information can be sent to ***********************************************************************. Please reference case number ******** when sending the requested information. You can send the credit card information via e-mail as long as you split the card number in two e-mails. For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date. You can also send confidential information by mail to the address below:

Hertz Rent-A-Car
P O Box 26120
*************, ** 73134

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

Better Business Bureau:

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

Sincerely,

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

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