Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

• 

  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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:07/27/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, I booked a car online through AAA Travel membership website. Hertz charged $503.05 at that time (Rental Record # *********). I also bought Rental Car Protector III from Allianz. Picked up the car on July 10, Hertz agent handed me an incomplete RR indicating a $503.05 charge (see attachment). I returned the car on July 17, and at that time Hertz issued a final bill in which they charged me an additional $692.55 (see attachment). I called Hertz twice: one on July 20 with no get back from Hertz; another one on July 27 and spoke with a representative named *****. She told me she cannot do anything because I signed a contract in which I accepted coverages such as LDW, LIS, PREM ** SVC. I told her I was not aware of those charges added during rental because the incomplete RR they handed to me does not show those charges. Noted that I did not pay attention to the content of the paper I signed because I notified the agent at the counter that I am a AAA member and also already have trip protection from Allianz (I thought I signed to authorize Hertz charges $200 deposit).In conclusion, just consider it logically, during rental I already have road service protection from AAA plus trip protection from Allianz, why would I need to buy additional protections mentioned above ? I would appreciate if Hertz resolve this matter, and would feel unfair for an expensive charge to a senior who was not aware of the charges.

  Business Response

  Date: 07/31/2023

  BBB Case number:20386477
  
  Res ID or RA #: *********
  
  This is in response to *******************,
  
  I am very sorry for any misunderstanding regarding the charges billed.  A credit of $692.55 is being issued to the **** account ending in 1614.  This represents the Loss Damage ******* ******************* Supplement, ************************ plus applicable fees and tax.  Please allow 3 to 5 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/31/2023

   
  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:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file an official complaint related to rental agreement K5173436246. I am requesting a refund of $776 (****** Euros) that would cover all charges related to added insurance ($502 or 446 Euros), upgrades ($47 or 42 Euros), and damages ($227 or ****** Euros). I have attached more formal documentation, but the overview is: 1. Insurance: The sales-person offering insurance did not make any of the policy details clear and the sales tactics bordered on coercion. Insurance information was hand-written on scrap pieces of paper with little to no explanation. 2. Upgrade: The "upgrade" was incredibly inconvenient and caused us multiple issues along the way, including requiring us to pay over 100 Euros in additional parking charges (since the larger car would not fit in assigned parking spots). When we asked to not have the upgrade after waiting for over 45 minutes (longer than the stated time it would take to have our initial car ready), we were told that the time to get the rented car ready started when we told them we actually wanted it. 3. Damage: We were charged over $225 for a small paint chip (including a $50 processing fee), which seems unreasonable on many levels. The damage (whether or not it occurred while we were in possession of the car) should be covered by Hertz based on their stated damage policy on their website of less than 20mm. The image that Hertz sent to us of the car at time of rental is so low-resolution it is impossible to see whether damage was there prior to us renting the car, and the car was parked in a dark location at pick-up which made it difficult to assess any damage. We were under the impression that the insurance we purchased would cover damages. Thank you for your quick resolution. I attempted to get this resolved through Hertz and got a response that led me to believe they didn't actually review the content of the complaint at all. The response I received was that 'all charges were correct'.

  Business Response

  Date: 07/31/2023

  BBB Case number:20384884
  
  Res ID or RA #: *********
  
  This is in response to *********************,
  
  I am very sorry for any misunderstanding regarding the charges billed.  I regret the optional services were not explained.  As a gesture of our concern, a credit of ****** EUR is being issued to the **** account ending in 0473.  This represents the Collision Damage Waiver, Theft Protection, Upgrade fee plus applicable fees and tax.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Regrettably, we are unable to refund the damage charges.  Any questions or concerns regarding the damage charges billed will need to be directed to the ***** Claims team at ********************************************.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20384884
  
  I am rejecting this response because:

  Thank you for the initial response and for refunding the coercive insurance amount.

  I am rejecting the need to contact Hertz ****** to discuss the damage refund. 

  I have already tried to contact the Hertz ****** office and the only response was that the charges were all correct, without even an acknowledgement of the complaint. This is not true, we were charged 152 euros plus 50 euro administrative fee for a small paint chip less than 2mm in size (see picture). I took the picture even though the disgruntled employee in Barcelona said it wouldnt be an issue. In retrospect, he probably just wanted me to leave. I took a picture because it was so small that it felt like he was searching for an issue and it was all a scam. The employee in Barcelona said we had to take it up with ******, which is not possible when you are returning the car in Barcelona. 

  
  I mentioned this to him and also the process was never clear on how to contact Hertz for additional damage on the car when we picked it up in ******.The email that I received after I left with the car said to 'inform a team member', but we had already left when the email arrived. Reading the **** I didn't see any damage that would require me to call since there was nothing over 10mm. I received pre-trip photos that were so low resolution that it was impossible to actually see any damage (see attached). As described in the pre-trip report, there was no need to report any damage smaller than 10mm, which this is.

   

  Finally, it is also highly suspicious that the repair for the damage we caused was the exact amount of the deposit that was put on my credit card when we rented so that we received none of our deposit back. Hertz needs to refund the ****** euros for repairs plus 50 euros administrative fee. A quick search on the internet makes it quite clear that making up damage is a regular scam of Hertz ****** - which I only learned after being scammed myself.

  
  Thank you for reconsidering the ability to refund the damage charges.
  
  

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

  Business Response

  Date: 08/07/2023

  BBB Case number: 20384884
  
  Res ID or RA #: *********
  
  This is in response to *********************,
  
  Regrettably, we must stand behind the ******, ***** decision regarding the damage charges.  We are not able to refund this fee.
  
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I vehemently disagree with the corporate decision to accept the outright extortion from the Spanish business operations to charge over $220 for a small scratch, I would like to move on. Thank you to Hertz and Better Business Bureau for refunding the $413 related to insurance.

  I will never use Hertz again and intend to post my experience to popular review sites.

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

• Initial Complaint

  Date:07/27/2023

  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 was wrongfully charged ****. My rental was towed on a Monday despite me making my payment and extending my contract on the previous Friday. I was told it was towed due to my card not being authorized, yet my bank account and bank doesnt show a declined payment or unauthorized transaction. I wasnt given a call to return the vehicle nor was I even told my card wasnt being authorized WHILE one the phone with hertz. I wasnt given the opportunity to clean the vehicle. So I was also charged another 400$ on top of the 950$ that was also charged for the towing. I also didnt have a full tank of gas so I was also charged for my gas as well. I also have belongings that were stolen when the rental was being towed.

  Business Response

  Date: 07/31/2023

  BBB Case number:********
  
  Res ID or RA #: *********
  
  This is in response to *******************,
  
  Our records show the insurance company stopped paying for this rental on June 24.  We made multiple phone calls to the phone number provided on the rental, ************ with no response.  We sent a certified damage letter on July 20 to the address provided.  With no response to the demand to return the car, we hired a repossession team.  The car was retrieved.  The customer is responsible for all charges.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Yes I was aware the insurance stopped paying and I was currently paying for it.I was in contact with the ********** facility most of the process and was never once told of it needing to be brought back or repossessed. I made several payments within the week of **** with the ********** facility and I extended my contract for the car. Their excuse was my payments never went through but thats not true at all my bank has called numerous times to reach corporate support. My payments we being held the entire time but not processed. So there shouldve never been a reason to tow the car. I had the funds available and ready. I shouldnt be charged and paying a towing and cleaning fee when I did everything in my power to avoid it being towed. This is a  scam. Im not the only person this has happened to their reviews are horrendous 

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

  Business Response

  Date: 08/07/2023

  BBB Case number: ********
  
  Res ID or RA #: *********
  
  This is in response to *******************,
  
  At the time of rent, a $50.00 authorization hold is taken on the credit card.  If the rental is extended or overdue, we obtain or attempt to obtain additional authorization holds to secure the additional rental days.  Authorization holds are not billed.  At the end of the rental, full payment of the rental charge is claimed.  While we did receive full payment of the $2211.72, the rental was overdue and repossessed.  All charges are correct and will remain.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/27/2023

  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.

  Partner and I booked a minivan Hertz reservation at their 15th and Wood St location (******************************************** in order to move across the country (K54004020F2). When we arrived at the location, they told us that they had no cars for rental and the Hertz system made a mistake listing them as a pickup location. Total cost of this reservation was supposed to be = $781.70 (plus additional products). Movers had already picked up our stuff and we were required to meet them across the country in a few days, so we had no choice but to make another reservation at the ********************************** (K4454335053) which in total cost us $1985.50. Plus, they did not have a minivan available, so we had to downgrade our vehicle size which required us to ship an additional $350 worth of packages via *** across the country (i'm not even including the additional cost of the uber rides to the new pickup location)This whole experience has been terrible for us. Customer service gave us no options on the day of to accommodate us and their customer service via the phone has not been helpful at all. I am out $800 because of Hertz and would like a resolution immediately.

  Business Response

  Date: 07/31/2023

  BBB Case number:20384219
  
  Res ID or RA #: *********
  
  This is in response to *********************,
  
  I sincerely apologize for the inconvenience due to the reserved vehicle not being available.  I can certainly understand the disappointment.  A credit of $838.65 is being issued to the **** account ending in 7038.  This represents the difference in the rate reserved versus the rate billed and the $350.00 additional shipping cost for personal items. 
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/31/2023

   
  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 (and the BBB) for facilitating the review of my complaint. I will be using Hertz much more in the future. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/27/2023

  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 May 6 2023 my wife and I flew to *****, ******* to escape the long ***** winter. We rented a car through Hertz at the *************, agreement # *********. The agent asked our destination, The ******* Keys, and he said that we should purchase the Toll package with our rental as at roughly $13 a day, it would more than pay for itself. Being from *****, where no toll roads exist, we trusted the agent which was our mistake. We were charged $86.67 for the package yet only incurred about $18 in actual tolls leading us to conclude this was a deceptive sales practice. We complained to ***************** explained we are happy to pay the actual tolls charges, but not the over $60 in excess due to totally false sales pitch. **************** agreed and the charge was removed. Then the charge showed up on my credit card which I disputed with my credit card company. Several more calls to Hertz resulting in nothing more that an agent reading a script, threatening collections agents, promises of supervisors calling me, which took over 2 months to occur, with the same un-customer friendly result. I am happy to pay the tolls incurred, nothing more. I will never use Hertz again as lying to customers and fellow Americans is not in my value system.

  Business Response

  Date: 07/31/2023

  BBB Case number:20384193
  
  Res ID or RA #: *********
  
  This is in response to ***********************,
  
  I sincerely apologize for any misinformation provided regarding the prepaid toll package.  The prepaid toll package provides unlimited use of toll roads during the rental.  If the prepaid toll package is not accepted, the customer is responsible for all toll charges along with a $9.99 per day administration fee for the days tolls were incurred.  
  
  In this case, the tolls were incurred on 3 days, so in addition to the tolls they would have had $29.97 in administration fees.  Since this is till cheaper than the prepaid toll package billed, the fee has been reduced by $43.67.  This still leaves an unpaid balance of $43.00 that is currently in collection.  This can be paid at payhertzinvoice.com.  The document number is ************ and the last 4 digits of the rental is 6704.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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.

  Confirmation #K56609569A4 - Booked a rental car and was not given the option to 'pay now'. Total cost $135.74. My wife has a gold membership, same tier level as mine, using the same credit card, the same pickup/dropoff location, same vehicle, same times and would be able to book at the 'pay now' rate for roughly $35 less. Figured I could call customer service and they would honor her rate with me as the driver since the booking was identical. The first person I spoke to was rude and spoke over my wife for the entire 15 minute phone call. He said it was an inventory issue. We gave him her member ID and showed him she can book everything identically for the lesser price. He continued to say it was due to inventory and refused to escalate the call despite her asking at least 20 times. She then called the number on the BBB web site for corporate and that woman told her there was nothing she can do and that it was a timing issue. We explained that we tried on the web site as well as the app under both accounts multiple times and pricing was the same every time. She suggested we call the airport location directly and when my wife questioned this being corporate and her deescalating us to a rental location, she said she'd transfer us to someone who could help, but then just transferred us to rental extensions, so of course that agent couldn't help either. She placed us on hold saying she would transfer us to someone who could actually help and we gave up and ended the call after waiting for 10 minutes. So we wasted about an hour on the phone with 3 different customer support agents with no resolution over $35. Completely ridiculous and unacceptable that Hertz will intentionally overcharge the customers who use their services more often. I rent with them at least 4x more often than my wife and am being charged 25% more with no other variables than me being the driver.

  Business Response

  Date: 07/28/2023

  BBB Case number: 20383847
  Res ID: ***********
  
  This is in response to *******************, 

  Providing our customers courteous,professional service is important to us and our training programs strongly emphasize this.  We regret your rental experience did not meet with the high standards of service Hertz' customers have come to know and expect.  The Area Manager has been notified of your concerns for review with the personnel involved.

  Unfortunately, I have been unable to determine why your wife was offered the Pay Now option for the same rental dates/location/vehicle class, but you were not. Regrettably, I am unable to update the rate on your pending reservation,however, once you have completed the rental, I will adjust the charge to reflect the Pay Now rate quoted on the screenshot you provided and issue a refund. 

  In review of the screenshots you provided, we are showing your booking reflected Gold status, but your wife's booking reflected President ****** status. I have determined your membership should be President ****** and have sent an urgent request to your *************** to update your status accordingly. 

  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: 07/28/2023

   
  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.  Although nothing was done to compensate me for my hassle and wasted time, I accept that they will honor their price. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/27/2023

  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 had a reservation for July 15,2023 with reservation number K5462505743. I could not pick the car up for that reservation because I left my credit card at home, I was told I will be refunded in full. So, in order to get a car I had to do a different reservation for the next day and I paid again (K5541369894) when I call now about my refund they are giving me the run around and saying that it is a glitch in the system and they dont know how long it would be for my $300.40 to be refunded.

  Business Response

  Date: 07/28/2023

  BBB Case number:20382937
  
  Res ID or RA # ***********
  
  This is in response to *************************************,
  
  We regret any misunderstanding regarding the prepaid refund.  Our records show the $300.40 credit has been processed to the **** ending in 1493.  Attached is a copy of the credit receipt.
     
  Thank you for contacting us.

• Initial Complaint

  Date:07/26/2023

  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 July 9, 2023 my partner *************************** and I called Hertz to reserve a rental car. We were given a rental confirmation number: K5480188025 (Reservation under '***************************' email address ******************* and told that we could pick up the car at 6pm that evening. We were at ***************** (having dealt with a flight cancellation) and took a $137.99 Lyft to ******************* where our confirmed rental was scheduled to be picked up. Upon arriving after the ****************************** the line to pick up our car, we were told by the representative that 'they are no longer accepting reservations today.' I told her we have a confirmed rental and gave her my confirmation number and she said it doesn't matter. I asked how this was possible and she just said they're out of cars and there's nothing she can do. We were now stranded far away from the city and out $137.99. I emailed Hertz afterwards to explain the situation, as it is unacceptable to tell a customer they have a guaranteed reservation when they do not. In their email reply they said 'Once an established number of vehicles have been reserved, it becomes necessary to refuse rentals to same-day pick-up customers.' They are offering no compensation and are justifying the fact that they can tell customers they have a reservation and then not honor it. I have tried to reach out to the company two other times after this and received no reply. All I am asking for is compensation for our transport to the airport to pick up this car when they promised it was available and it was not (even though there we many more expenses occurred after this incident to figure out a new way to get home since this was our only option). I have uploaded a receipt below for our transportation. I selected 'refund' since this is the closest option, but to clarify we have not paid Hertz any money, we are asking for compensation for them not honoring their agreement and what that cost us.

  Business Response

  Date: 07/28/2023

  BBB Case number:20382118
  
  Res ID or RA # ***********
  
  This is in response to *****************************,
  
  We sincerely apologize that we were unable to provide a car for this reservation.  In order to process a credit for the Uber fare, $137.99, I will need a 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: 07/29/2023

   
  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 as long as Hertz follows through on their promise to refund us for the expense of $137.99 to our credit card.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20382118
  
  I am rejecting this response because:
  
  
  I filed a complaint with BBB a few weeks back, Complaint ID: ********. ********************** replied and promised to refund me, which I accepted presuming they would follow through on their promise. I sent them the information they requested to process the refund immediately upon receiving their reply and waited. Now it's been over 10 business days and they have not only not followed through on their promise, but they sent me an email saying that they were now actually not going to refund me, even though they promised to do so. (photo is attached - it is a different case number than the one I was asked to send to them - because for each email you send them they then assign a new case number, which is very confusing). At this point I have spent hours trying to get this refund - speaking with multiple customer service representatives, reaching out on social media, email back and forth etc. with no resolve and would appreciate my original refund and additional compensation/credit as this is the worst customer service I have ever received. At this point it would be great if I could actually speak with someone at Hertz who can issue the promised refund as they won't allow you to do that when you call, and customer service doesn't seem to care that I was promised a refund. Please let me know if you need further information from me. I appreciate your help!
  
  Thank you,
  
  *****

  Business Response

  Date: 08/17/2023

  Complaint ID: ********

  Res#: K5480188025

   

  Please accept my sincere apology for the delay in processing the refund. I have processed the refund of $137.99 to the **** card ending in ****. Please allow up to 10 days for the refund to post to your account. 

• Initial Complaint

  Date:07/26/2023

  Type:Billing 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 billed for refueling charges when the vehicle was returned with a full tank of gas. Hertz billed $24.96 for a bogus charge. Hertz rep also said the add'l driver charge was $15 and the invoice is showing $40.50

  Business Response

  Date: 07/27/2023

  BBB Case number: 20381088
  RA #: 425456511
  
  This is in response to ***************************, 

  In review of our records, we are showing a refund of $27.64 has already been submitted for the fuel charge. We sincerely apologize for the billing error. Please allow 7 to 10 business days for the credit to reflect on your account. 

  Per the attached additional driver document, the fee quoted for the additional driver was $13.50/day, which was a total fo $40.50 for the 3 day rental. We regret ay misunderstanding regarding this fee, however, no refund/adjustment of this charge is warranted. 

  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: 07/27/2023

   
  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 recommend 1) Hertz corporation would hire honest employees to not steal funds from a customer (whether in error or not) and 2) Disclose the fee to the customer and provide them with a receipt of the transaction via email or hard copy for our records. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2023

  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.

  Hi ***************,I am writing to you because of the worst experience that I had at the Hertz rental counter a few minutes ago. I am ***********************, and I have been Hertz customer for more than 20 years. I have always chosen Hertz over other rental car companies because of the past relationship and my corporate membership. I recently was asked by my insurance company to go to Hertz rental at: ******************************************************************, as my car was under repair. This was not a direct rental by me. When I reached the counter, I was not given the car, despite my pre-reservation. I was been told the following:In order to rent a car, I need to buy full care insurance package (total cost: 17+26 = 45 dollars) per day. Otherwise, I will not be given the car for rental. I was also told that my insurance has authorized the car for 1 month, and I will be charged 45*30 = **** for the insurance part of the rental, even if I don't need to car for the entire month. Please note that the actual rental cost was borne by the insurance company. In the past, I have never experienced this before. Hertz has not (and cannot) force me to buy additional insurance. More than that, they cannot ask me to buy 30 days of insurance if I don't have a need to rent a car for 30 days. What's the company policy on this?When I objected, the agent said that I can buy a basic package but in that case, he will not give me a clean car. It will be a dirty car that was returned by the previous renter. He also told me that I will be required to clean and wash the car at return otherwise, I will be charged damages to the car. Is this the official policy of Hertz now? The address of the location was: ******************************************************************, and the agent's name was ******. This seems like a fraud to me. If I don't get a proper resolution to this, I will also never rent from Hetrz going forward. thanks -*****

  Business Response

  Date: 07/28/2023

  BBB Case number:20380791
  
  Res ID or RA # Unknown
  
  This is in response to ***********************,
  
  I sincerely apologize for any misinformation provided at the time of rent.  *** services offered by Hertz are strictly optional.  It is not mandatory or required to accept any additional services.  Regrettably, I am unable to resolve this matter, as the vehicle is still on rent.  To ensure this issue is resolved, please ask to speak to the location manager on duty at time of return to discuss this matter further.  
  
  If the manager on duty, at time of return, is unable to resolve your issue(s), please reply to this email referencing Case# ********, so I may further investigate.   
     
  Thank you for contacting us.