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.
1,722 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:08/05/2023
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 rent via Hertz for Uber. Recently I got billed $1707.30 without any prior notice. This put my bank account in the negative balance. I did go to the branch that I rent the Telsa and we found out why. I understand they didn't charge for 2 weeks and the electricity cost. I thought their slogan was how we would wanted to be treated, we treat the customer the same. I never treated ********************** horrible and been a customer for 4 to 5 years now. I tried to get help via customer service and they told me they couldn't anything. If Hertz would have gave a 2 week notification and/or spread cost over a period of reasonable time, then that would have been fair. It is not the fault of the customer for the system have errors moving to a new billing/contract system and the customers getting punished for that. Now I am in fear of not being able to pay the next week rental and uber is currently my only income. I don't a have a vehicle that I own to use for Uber. Uber is an independant contractor gig and if I lose my income, I can potentially become homeless. The rental agreement number is *********, I'm not sure that if that's the correct one, as Hertz doesn't put a note on the banking portion of billing. If Hertz can credit back two weeks rental and give me a month to pay the two weeks charge instead, it would be reasonable. I am not trying to get out of paying the charges, just need reasonable time to pay it off. As uber is a income fluctuating gig economy, some days or weeks are great and others are a horrible grind.
Business Response
Date: 08/08/2023
BBB Case number: 20428478

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

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

We regret any misunderstanding regarding the delayed billing and for the inconvenience this has caused. Regrettably, we are unable to resend the payment to be paid later.

Thank you for contacting us.
Customer Answer
Date: 08/09/2023

Complaint: 20428478

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:08/05/2023
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.
My rental record # is *********. I picked up the rental auto at the downtown ********* location. I rented a mid-size SUV, similar to a RAV-4 and I received a compact SUV Jeep Renegade. There is price difference between the two, and I deliberately chose the mid-size and I received a compact SUV. When I picked up the auto I was told that the vehicle was what I had selected. I later called customer service about this incident and they were unable to provide any credit or compensation for the downgrade. I believe when a customer has been down graded they should receive compensation for the down grade, if not, this set a negative precedence in which customers will continuously be down graded and the business reputation will suffer accordingly.
Business Response
Date: 08/08/2023
BBB Case number: 20428007

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

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

We regret any misunderstanding regarding the car class received. Our records show a Q4 mid size SUV was the vehicle class received. A Q4 mid size SUV was the car class provided.

Typically, customers reserve a vehicle by car class, not a specific vehicle. Vehicles within a car class may vary in some ways but are generally alike in terms of passenger seating, luggage capacity, and equipment. We independently determine the class of a vehicle based on a variety of circumstances, which may or may not include manufacturer or third party car class labels. Due to a number of circumstances, we cannot always provide a particular vehicle, as opposed to a vehicle type. Unless the reservation specifically guaranteed a particular vehicle, instead of providing an example of a vehicle in a car class, you may receive a similar vehicle to the vehicle pictured on the reservation website.

Thank you for contacting us.
Customer Answer
Date: 08/09/2023

Complaint: 20428007

I am rejecting this response because the car I reserved was intermediate SUV and I received a compact SUV. These are clearly different class vehicles. There are size and price differences to these two classes of vehicles. I believe the business is rationalizing downgrading my reservation.

Sincerely,

*************************
Business Response
Date: 08/14/2023
BBB Case number:20428007
RA #: 429042946

This is in response to *************************,
We regret any misunderstanding regarding the vehicle class reserved. Hertz'classification of vehicles is based on a number of factors including the manufacturer's specifications, vehicle size, equipment, capacity and cost. Although we regret your inconvenience, our records indicate the vehicle class reserved was provided at the time of rental.
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: 08/14/2023

Complaint: 20428007

I am rejecting this response because:
The rental car I rented was not the same rental class that I was supposed to received. I had ordered a mid or intermediate SUV and I received a compact SUV. I don't see how you can say that they are the same class. Based on this reasoning, if I rent a mid or intermediate size vehicle and I receive a compact vehicle, this is ok because they are the same class even though they have a different cost and one has the opportunity to choose either class.

Sincerely,

*************************
Initial Complaint
Date:08/05/2023
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 July 28, 2023 at the *************, ****************** Hertz location we attempted to pick up our SUV rental #K51828796E0 that was paid for online through TD Expedia for $462.00 CAD. The man at the desk informed us he cannot give us the **** proceeded to inform us to cancel our Expedia booking, request a refund and then pay them directly their fee. We waited to find out what they would offer before we proceeded with requesting a cancelation - good thing, because they told us it would be $1,100 for a ******* Elantra. We proceeded to request the car be at MOST the amount we already paid. The manager then stepped in and said he will not be giving us a vehicle at all, offered us the the number for customer service. We called their customer service line who said she cannot assist us without speaking to the manager. He got on the line and said "We will not take a rental going one way to an airport booked with TD points, cancel them and get them out of my store" The representative said she is unable to assist. She was not able to refund or find us a different rental at another location as it is up to the managers discretion to agree to the service - even if it is already paid. We have processed a dispute through both Expedia and TD **** at this point.
Business Response
Date: 08/08/2023
BBB Case number: ********

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

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

I sincerely apologize that the ************* location refused to honor your reservation. Our aim is to provide customers with a service experience which not only meets, but exceeds their expectations. I regret that this was not your experience and I assure you that your comments have been taken on board.

In order to claim a refund for the prepayment, you will need to contact Expedia.

As a gesture of our concern, a $75.00 **************** certificate is being mailed to you. It is valid until December 31, 2023 and can be used at any participating Hertz locations.

Thank you for contacting us.
Customer Answer
Date: 08/09/2023

Better Business Bureau:

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

Sincerely,

**************************************
Initial Complaint
Date:08/04/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz last week and returned it this morning. I received my invoice shortly after. However, 4 hours later another invoice was sent to my inbox, indicating that there is a extra $400 interior cleaning fee charged to my card. For my understanding, a $400 cleaning fee on a car might be reasonable for a deep ******************* cleaning on luxury car with wheel polish and wax, not for the **** Edge I rented from Hertz. Beside, I was not provided pictures or any other supporting document proving that I have done anything to the car that needs $400 to clean. And also, although the email with the new invoice stated "FOR EXPLANATION OF THE ABOVE CHARGES,PLEASE ASK A REPRESENTATIVE OR GO TO WWW.HERTZ.COM/CHARGEEXPLAINED", the website does not contain any information regarding cleaning fee.
Business Response
Date: 08/09/2023
BBB Case number:20424637

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

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

We regret any misunderstanding regarding the cleaning charge on the rental. According to our records, the cleaning fee is due to smoking in the vehicle.

As of February 1, 2013, all Hertz cars, in ***************** and ****** are non-smoking. If either a physical or smell evidence is present at return, a cleaning fee will be charged. There are signs posted at the Hertz counters advising of our non-smoking policy, cling tags attached to the windshield of the vehicles, and key tags have a logo that states non-smoking.

After reviewing the charge, the location did not properly document the charge. Therefore, a credit $400.00 is being issued to the **** account ending in 3437. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Initial Complaint
Date:08/04/2023
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.
A Hertz customer ran a red light and struck my vehicle on 2 July 2023. As of the writing of this complaint, we have been lied to no less than four times that an adjuster would be assigned "within X business days", including twice by "supervisors", who have also lied to us regarding specific questions and scripted answers. They are making no good faith effort to resolve the claim, and during the last communication we had, we were told that they could give "no timeline" as to when any steps would be taken. We cannot contact any executive offices to raise the issue directly with corporate headquarters; they simply redirect to the call center. Claim # - ********
Business Response
Date: 08/07/2023
BBB Case number: 20423857

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: 08/09/2023

Complaint: 20423857

I am rejecting this response because:
They have made no efforts to contact us, before or since my complaint through BBB. In addition to the BBB, we also reached out by e-mail to Mr. ************************ who is in charge of customer service worldwide, and he has not even bothered to reply. To this day, no one from Hertz has ever contacted us regarding this claim. We have been forced to initiate contact in every instance. They have continually routed us to the same ************ number, where we have been dealing with what seems to be nothing more than a call center reading off prepared scripts. Under LA law, Hertz has acted in bad faith regarding this claim.

Sincerely,

*************************
Business Response
Date: 08/14/2023
BBB Case number: 20423857

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

We apologize for the delay and inconvenience. I have verified the information was forwarded to our ***************** team. As indicated, All damage claim disputes are handled by our ***************** team. They will reach out to ************** directly. ***************** can be contacted directly at ************************************************** or calling ************.
Thank you again for contacting us.
Initial Complaint
Date:08/04/2023
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.
Hertz owes me about $3,500-4,500 total three times renew for rental at Hertz in ******. How do they take my money? I paid to rental extension weekly and they never paid me back even though I had to catch up with the final billing so the rental extension and final billing compound double billing. The rental extension was supposed to pay me back after a week then I could hold the money until final billing and then pay for it but they never did it then I had to pay back minus the bank then back to the balance then pay another rental extension. Hertz made me about ***** hours per week. They consider labor abuse on me. Plus They should not be too hard on me. I need to be fair and want to refund my money back. You notice many customers are complaining and put one star on Hertz because Hertz did wrong things to many people. Please stop the corruption. Time to take action against corruption and make sure to be fair for a refund back to me. I will not pay Hertz's toll because they owe me. If they would pay me back then I would pay the toll. for example, I don't pay the toll if Hertz doesn't owe me. if hertz owe me then I pay to toll. I don't let them advantage of me. that is fair. You need to investigate Hertz, please. I have lot witnesses who saw me from March 17, 2023, to June 28, 2023
Business Response
Date: 08/07/2023
BBB Case number: 20423592
RA #: 164188511/181019031/197271900/387527136

This is in response to *******************,
In review of our records, we are showing you have been correctly billed for the rentals you had from March 17-June 28. A copy of the invoices for these rentals are attached for your review. The additional cost on some of the invoicese, which are listed at "Other Addl Charges" are for EV charges you incurred while on rent.
Note: When the contracts are closed, the authorization holds are released in our system. Depending on the credit card company,there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.
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:08/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 27, 2023, I **********************************, was billed for a rental of a 2022 Dodge Charger that ************************** had rented through her insurance company claim, AMERICAN FAMILY INS.; details are on the invoice. ************************* returned her rental damaged. For an unknown reason Hertz is soliciting me for money. After 6 months of detective work I had discovered that *******************, Branch Manager of the Winter Park location; altered & falsified the contract & created a fictions person, *************************, after reviewing *********************** ************** own. At the date of December 20th 2022, at 5pm I was unaware of any agreement or Hertz policies because I have no association with *************************, in addition I was not renting a car. **********, after having to deal with several pending payments to my debit account, that vanished, because ******** was paying for her rental; I cancelled the card on FEB 24th 2023, then on Feb 27 a charge was placed on my account without my permission. Again, I didn't not rent a car or sign an agreement. ***** ******************** did nothing to resolve the ****** ************************ gaslighted me & stonewalled all while forwarding myself to other departments without resolution. As of this date, Both Hertz & ***** ******************** refuse to return my funds of $1575.50, with interest and other fees for my time. In addition my mother was harmed. Hope to have a resolution in days.*******,*********************************
Business Response
Date: 08/24/2023
BBB Case number: 20423534
RA #: H20636991

This is in response to ***************************,
I have reviewed your comments with the location District Manager, the name on the rental record is ***********************, there is no information in our sytem to indicate ************************** or ************************* was the renter. The District Manager has advised that *********************** came into the office and rented the vehicle. The keys were provided to him after he signed. The contract name, signature, and credit card all matched ***********************. Based on the information available, no adjustment or refund is warranted in this case.
Note: ******** ending **** was originally billed $2440.90, however, we received a chargeback from the **** in the amount of $865.40. Therefore, the $865.40 was invoiced to the renter for payment starting March/April 2023 and the amount is currently in collections.
Thank you for contact us.

Customer Answer
Date: 08/25/2023

Complaint: 20423534

I am rejecting this response because:
Hertz committed a federal ****** created a fictitious person, and put my information on someone elses agreement. Simply put hertz is a criminal enterprise. Hertz provided proof to me that *************************, paid for the rental for 48 days, ************************* paid for the rental for 22 days. ***************************** knowingly updated the agreement against ************************* will & without his knowledge. Hertz does not have agreements on site. Per customer service ************************* processed the rental online, hertz has her email which uses her second married name. Hertz customer service reported a fictitious name ************************* in their system. Not being the renter **************************** is not liable for charges, fees, or decisions. Since multiple parties and or departments are involved this is a RICO ****** being federal offense, and will be forwarded to Fbi.
Sincerely,

***************************
Business Response
Date: 08/29/2023
Complaint ID: ********
RR#: H20636991

You mentioned Hertz provided you documents to support that the rental was actually for ***********************. Please provide all of the documents you are referring to so that we may review.
Initial Complaint
Date:08/04/2023
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.
On 07/11/2023, I rented a Tesla car but when I received it, there were prior damages so I returned it immediately. It was replaced with another car, a 2023 ***** bolt. The weekly rate for the ***** that I was quoted is $177 but I was charged for the Tesla rate which is $334/week. Also, there is another problem. I am being penalized with an overdue admin fee of $535 for not calling the office to extend the car rental. I have a text message sent from hertz that if I continue another week that my account will automatically be charged each week until I return the vehicle. On 08/01/2023, I received an email on that I needed to return the car because it was overdue. I should not charged with this penalty because of their mistake. I have proof of the rate should be $177 from a receipt left behind from the previous renter which I will include.
Business Response
Date: 08/07/2023
BBB Case number: 20423147
RA #: 409391743

This is in response to ***********************,
In review of our records and the information you provided, I have issued a full refund of the Overdue Administrative fee and adjusted the weekly rate to $260.00/week. The document you provided showing the rate for the ***** Bolt should be $177, was for a different renter, rental dates and under a different rate plan, it was not under the Uber/Hertz rate plan but discounted through AAA. Per the Uber/Hertz contract, the rate for all standard vehicles is $260.00/week.
The total refund being issued to your **** ending **** is $778.10.
For future reference, you will need to contact the location/Hertz if you wish to extend your Uber/Hertz rental every 7 days . The maxium rental keep is 28 days under the Uber/Hertz terms and conditions.
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: 08/10/2023

Complaint: 20423147

I am rejecting this response because:
I used that receipt from the previous renter that is the normal rate for the rental of the ***** bolt as an example of how much I should have been charged. When I switched cars, the person that updated my account did not update what I was quoted which is the $177. I would gladly pay for the correct amount of what I was quoted for and also because of your system that sent me the message that I was not required to do anything to continue renting the vehicle, that fee of $500 should also be removed.

Sincerely,

***********************
Business Response
Date: 08/15/2023
BBB Case number:  20423147
Res ID or RA #:  409391743

This is in response to ***********************,
After a thorough review of this matter, we stand by our original decision. As indicated, a full refund of the Overdue Administrative fee has been processed and the rate has been adjusted to the correct Uber/Hertz rate. The rate provided on the alternate rental agreement is not applicable for your rental. Although the resolution is not what you preferred, no additional action is warranted.

Thank you again for contacting us.

Customer Answer
Date: 08/18/2023

Complaint: 20423147

I am rejecting this response because:
The incomeptence of their employees by not changing the rate from the Tesla charges to the ***** Bolt charges and the fact that I was sent a message to not worry about the weekly charges as they will be automatically charged from their system and now I am worngfully being charged $500 for a penalty that their system has created is why we are having this problem. If that message was never sent to me, I would have been continuing to rent their vehicle so that I can continue with my Uber business.
Please let me know what else I can contest this wrongful billing as I do not accept their last response. I will also ask advise from the ************ as they are connected with the use of Hertz company.

Sincerely,

***********************
Initial Complaint
Date:08/04/2023
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.
Rented a vehicle in late June from Hertz, returned it and immediate found out that day that I needed the rental back and told I was all set no payment was needed. I called immediately and was told I would have to wait till the next day for a vehicle. Wanted to make sure it was connected to the previous rental as it was being paid via insurance. I was led to believe that this was to be under the same rental agreement but it indeed was not. A separate one was made this led to different pricing and instead my total cost of the two being $511.00 with the rest being covered by insurance. Instead the total came to $1,065.90 after what insurance covered. Rented a vehicle late June and returned it May 3rd or 4th. Was told that everything was paid, I am good to go, and that in fact I slightly overpaid so should expect a refund. I see the two charges totaling $1,065.90 and go in there. I am told that the total is correct from the TWO contracts, when I was led to believe it was just the one. I walk away believing it is not worth the frustration. It is only money. Then on July 6th my card is charged an additional $95 and on July 16th I receive a notice from collections that I owe an additional $99.58. I have not been provided the contracts despite asking for them three times now. I have only had the amounts recited to me either over the phone or via email. Have contacted my insurance company to find that they paid $1,050 as well. I did not get a specialty car, I am in ***********, ****, not Vegas/LA/NY where a premium price would be expected. From the best we can determine right now, I was charged and the insurance also paid them. They double dipped and either do not realize it or do not want to realize it and refund me the difference. At this point, I just want the collection amount waived and call it a day. I will have my insurance determine if the contracts they charged me on were overcharged or not.
Business Response
Date: 08/04/2023
BBB Case 20419686
RR No: H22743512

This is a response to *****************************

When extending a rental past the original return time,the rate agreed upon during the original contract is not guaranteed and is subject to change. We do apologize for any misunderstanding, however, as previously advised, on Rental Agreement H22743512 you were billed for the total charges of $610.58. These charges were accepted and signed for as documented on your Signed Rental Agreement (SRA), however only a payment of $511 was able to be charged, leaving the remaining balance of $98.58 to be sent to collections.Please be advised that the charges are correct, and payment will need to be made to JNR ************* in order to clear your balance.

Thank you for contacting us.
Customer Answer
Date: 08/04/2023

Complaint: 20419686

I am rejecting this response because: it appears that I was charged as well as my insurance payimg for it. Not too mention all communication stated that everything was paid in full UNTIL comsiderably after the transaction was concluded. Well after the rental was returned, the CC was charged, and my insurance paid in additition to it all. A notice comes from a collection company about more funds needed. I was also assured multiple times that my rate was predetermined by any agreement that Hertz has with ************************** Therefore my initial rate is the only rate allowed to be charged.
american Family is also going to be investigating **** matter.

Sincerely Frustrated with Greed and Absence of All Humanity,

*****************************
Business Response
Date: 08/14/2023
BBB Case number: 57190839-D61AA
Res ID or RA #: H22743512

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

We apologize again for any misunderstanding regarding the billing received. I have verified the insurance did pay the base rate for the 19 day rental. The additional billing of $610.58 represents the Loss Damage Waiver. Per the attached signed rental agreement, this was accepted at the time of rental. This fee is the responsibility of the customer as indicated on your ********************** agreement. As advised in our previous correspondence, only a payment of $511 was able to be charged, leaving the remaining balance of $98.58 to be sent to collections. Please be advised that the charges are correct, and payment will need to be made to JNR ************* in order to clear your balance.

Thank you again for contacting us.
Customer Answer
Date: 08/14/2023

Complaint: 20419686

I am rejecting this response because: I was not billed only $511.00. I was also billed $554.90 and my insurance paid at least $1,050 per my agent. This matter is being looked into formally through my insurance and will escalate to my lawyer if necessary. There is no way that any rational person would agree to a short-term rental of a basic vehicle (not luxury or exotic) for over $2,155.90. I could have gone to a car lot and gotten a car for that amount that would easily keep running for that long and end up with an asset when it was all said and done.

Sincerely,

*****************************
Initial Complaint
Date:08/04/2023
Type:Delivery 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.
Hertz promised credit/refund of charges on rental due to poor customer service and extremely long wait times for a rental contract. Upon completing contract they did not follow through on delivery of credit. Then Hertz stated they would send out a coupon for $100 off rental. Hertz has not delivered on that either!!Delays and false promises and not acknowledging their customer service gurantee makes for losing customers negative reviews. Hertz needs to deliver on what has been stated multiple times! Thank you
Business Response
Date: 08/08/2023
BBB Case number:  20421881
Res ID or RA #: *********

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

We sincerely apologize for the service issues you encountered at the time of rental. Unfortunately, I see no indication from the location that a refund was submitted by them. However, I have verified a credit for the upgrade fee of $35.00 has been processed to your Discover account. A ********************** certificate in the amount of $100.00 has also been mailed to the ******** Ave. address on record.
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 the appropriate Area Manager has been notified of your experience.
Thank you for contacting us.
Customer Answer
Date: 08/19/2023

Complaint: 20421881

I am rejecting this response because:
Hertz continues to make false promises and state incorrect information.
After speaking with multiple Hertz representatives on recorded lines, the $100 certificate has not been mailed. Then another rep stated 2 $50 certificates would be mailed. All lies!
The same way the first rep told me that there would be a credit to the original charges once the vehicle was returned! Lies, lies and more lies!
Hertz should and could do better. Please add a credit to the original contract for the $100. This is not hard at all. But because Hertz is knowingly not acknowledging the poor customer service.
This is an easy fix on so many levels!

Sincerely,

********************
Business Response
Date: 08/28/2023
BBB Case number:  20421881
Res ID or RA #:  402748953

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

We apologize again for the delay in receiving your certificates. I have verified again these are in que to be mailed. Unfortunately, there is a backorder of certificates. As an additional gesture of our concern, a credit of $50.00 is being processed to your Discover account. As indicated, the certificates are in que to be mailed.
We appreciate the opportunity of clarifying this matter.

Customer Answer
Date: 09/12/2023

Complaint: 20421881

I am rejecting this response because:
Contacted Hertz and BBB regarding credits promised on contract due to major inconveniences and all day waiting for vehicle. Credit for Hertz mandated upgrade has been credited. But the $100 coupon towards future rental has never been mailed or send over via email. Hertz has stated since the last week in June, this would be handled. Its now September and still Hertz has lied about sending coupon! "It will take **** business days!" " Its been mailed." " Our apologies, its coming" The question is why? HERTZ? Just send the coupons or credit the account for the major inconveniences! Hertz standard and customer service is noooo where near the level it once was!! Per their statement with the BBB, Hertz you owe a credit of $100 or coupons to be sent in the mail. Do better and stick to proper customer service

Sincerely,

********************
Business Response
Date: 09/12/2023
MESSAGE FROM BUSINESS:

BBB Case number: 20572149
Res ID or RA #: 402748953

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

We apologize again for the inconvenience. I have verified credits of $35.00 and $50.00 have been processed to the Discover account in conjunction with rental agreement 402748953. I have also verified a $100.00 certificate was mailed on or about July 24 to the address on the rental, ******************* If this address is incorrect, please contact us with the correct mailing address via phone at **************, or ***************************************************** referencing your case number 18836605.

Thank you again for contacting us.
Customer Answer
Date: 09/18/2023

Better Business Bureau:

Hertz has delivered on promises for original complaint. We consider the matter to be closed.

Sincerely,

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

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