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

7,187 total complaints in the last 3 years.
1,723 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:05/09/2023
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.
Hertz driver rear ended me on the highway over a month ago. I was advised that it would take 5 days to get an adjuster assigned to my claim in order to get my car fixed. This was over a month ago and I have called multiple times each week trying to get my car fixed and keep getting the run around about an adjuster not being assigned yet. All I want is my car fixed in a timely manner. I will also be filing a complaint against them with the ******** AG.
Business Response
Date: 05/18/2023
Complaint ID ********

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

Could you please provide me with more information regarding this matter so our Damage Claims team may complete a thorough investigation?

Thank you for contacting us.
Customer Answer
Date: 05/23/2023

Complaint: 20037108

I am rejecting this response because:
Claim# ********
Sincerely,

***************************
Business Response
Date: 05/30/2023
Complaint ID: ********
Claim # 41160092

Our ***************** has advised they have expedited your Claim and will contact you directly to assist.
Initial Complaint
Date:05/09/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 4/30. Amount of money paid: $1,000. Rental *********** Hertz. I simply want a receipt for my rental.I simply want a receipt for my rental car. I cannot get a hold of the branch where I rented my vehicle. It is impossible to get a hold of a live person. The **** number can't pull up my account and ask me to call the place where I rented the vehicle. Makes no sense. Where I dropped of the vehicle is unwilling to help. They won't help call the branch for me or help me get a hold of anyone. I've spend several hours on the phone, in person and have lost 2 days of work to try to fix this. I simply want a receipt. The local branch says they can't help me, their answer is to call the **** number or the local branch, but I've tried it. They simply say they don't know. It appears their hope is that I go away. They tell me to just keep trying.... No one can get me a direct answer, tell me how much I owe, or escalate my dispute to anyone that is willing to help. Several team members have hung up on me, brush me off or just say sorry. Why can't I get a direct answer? I rented a car from Hertz. I returned it to a Hertz. I want a receipt. It's easy.... But, it appears that it's not. Why cant I get a receipt? Or confirmation that I dropped off the vehicle? Why do I have to jump through hoops to get something that every customer should be entitled to (a receipt)? Why does everyones way of helping is to simply throw me to someone else and hope I go away? Why cant I get a direct answer from anyone? Why doesnt anyone take pride in helping a customer get an answer?At this point, I am still no where. I have no receipt and are still being charged. My only hope is to keep trying and pray that someone is willing to help...
Business Response
Date: 05/22/2023
Complaint ID: ********
********************** RR#: L1509938
This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any inconvenience caused when there was a delay in receiving your final invoice for your recent rental with Hertz in ******. Since our location in which your rental took place at is an indepdently owned and operated licensee franchise location, the invoice was not immediately available to us to provide. However, we immediately reached out to their offices for assistance and have received their response and a copy of the final invoice for your rental. Please find this documentation attached for your review and record.
Customer Answer
Date: 05/22/2023

Complaint: 20035132

I am rejecting this response because:
This is not an acceptable response. According to the receipt you provided, I am being charged for a total of 5 days. I only had the rental for 1 day. I returned the vehicle after one day of usage. Your branch could not provide proof of my receipt or return and that is part of the issue that I had. Attached you will see proof that I returned the vehicle after one day. Your General Manager confirmed receipt of the vehicle. I should not be charged for 5 days but only 1. It is still impossible to get a hold of the branch where I rented the vehicle to have this discussion. Also, no one I can seems to be able to help me resolve my issue.
Another issue that I have. I am being charged $350 for a "Drop Off/One Way Fee." I was never told of such fee when renting the vehicle. Attached you will see the original receipt I was given and how much I was supposed to be charged. I would not have agreed to the rental if they would've told me that I was being charged $350. In fact, when looking at how much "One Way Fees" are, your website states they should be $9.99, not $350. You can also verify the level of service I received from the branch I visited. If you look at their ****** Reviews, they have a 2.1 Star Rating with various people claiming of bad service, hiding of facts and false charges. Again, the branch never stated a one way fee of $350. I should not be charged for this.
To summarize, I am not okay with being charged for 5 days. I should only be charged for 1 and attached is proof. Furthermore, I should not be charged a Drop Off Fee as I was never told I would receive such a fee. Please provide proof that I agreed to such fee. Attached is the receipt I received and how much I should be charged. This does not include the 2 days of work I missed to handle this, the back and forth I had to do over the phone and in person, all of the times I was hung up on because I could not be helped or how no one seemed to be able to give me an accurate response or any form of receipt. This is not an acceptable way to treat a President's ****** member.

Please make this right.

Sincerely,

*********************************
Business Response
Date: 06/01/2023
Complaint ID: ********
RR#: L15099383

We have reviewed this matter with the location management. They have issued a refund for the overcharge. For your records I have attached the invoice and refund receipt. Please allow up to 10 days for the refund to post to your account.
Initial Complaint
Date:05/09/2023
Type:Order 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 reservation for a car rental in *********. Received my quote, I believe it was $259 or $269 for the 6 days. I arrived at the location to pick up vehicle. Sign documents asked the representative that I had been quoted $259 he said okay. Proceed to charge me(in pesos) he assured me I was paying the quoted amount. Apparently the vehicle they had reserved for me wasnt available any longer. I was told I needed to sign a new contract and that there would be no changes in the price. I went ahead and signed and went on my way. When I went to return the vehicle. I was told that the numbers didnt match that they needed to draft now a third contract I have all 3 contracts. And final amount charged was $799.29. I reached out to Hertz. I was told that they were going to escalate the issue and get back to me now all theyre saying contract was signed therefore they cant help. I was signing what I thought was the amount quoted for not one 3 times as much. Hertz is not taking responsibility or trying to make the situation better in anyway. I made the reservation in ******* got quoted in ******* not sure why hertz wont handle a situation where a customer is taken advantage of. They had no issues drafting 3 contracts if it benefits them.
Business Response
Date: 05/22/2023
Complaint ID ********
********************** Agreement ********

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

I regret the delay in response.

We regret any inconvenience you had with billing with your ****** rental. ****** is an independently owned and operated Hertz licensee franchise location. As such,local rates and benefits are determined by the owner. In addition, this location handles their own billing invoices.

Per the rental agreement provided ******** you accepted the Collision Damage Waiver (CDW). Also, when booking a reservation in ****** the contract has to be paid in pesos. The rental agreement has the exchange rate stated in the front of the contract, it is charged at the beginning of the rental, so the customer know from the contract and through their banks how much they are paying up front, this would explain why the contract had to be redone. This would not cause any additional fees.
Customer Answer
Date: 05/22/2023

Complaint: ********

I am rejecting this response because: like I stated before, 3 different contracts for one vehicle. I asked the representative if the quoted amount was what I was quoted I stated the amount he assured it me it was. I did add insurance retainer that was reimbursed. Regardless $799 is different than 269 I was quoted in ********** where reservation was made. This is extremely deceiving if there is issues like my case, and now because its in ****** and pesos hurts wont take responsibility and continue to deceive ppl? Is robbery masked in pesos. I thought hurts was a reputable company thats why I went with them

Sincerely,

*********************
Business Response
Date: 05/24/2023
This is in response to complaint ID ********

Rental Agreement ********

Dear **********************

Thank you for reaching out to **. I appreciate the opportunity to readdress your concerns.

I apologize for the misunderstanding the charges billed regarding your ****** rental. ****** is an independently owned and operated Hertz licensee franchise location. As such, local rates and benefits are determined by the owner. In addition, this location handles their own billing invoices.

Per the rental agreement provided ******** you accepted the Collision Damage Waiver (CDW) and Premium Roadside Assistance. Also,when booking a reservation in ****** the contract must be paid in pesos. The rental agreement has the exchange rate stated in the front of the contract, it is charged at the beginning of the rental, so the customer know from the contract and through their banks how much they are paying up front, this would explain why the contract had to be redone. Therefore, the charges have been reviewed and are correct.

Regards,
Initial Complaint
Date:05/09/2023
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 booked a rental car through Hertz’s online system on March 19, 2023 and have an email verification stating the cost would be $526.70 for rental record number *********. I paid $386.74 at the time of booking. Therefore, we should have paid 139.96 at pickup, but we were charged 312.02. We were overcharged $111.63. We did elect to do the fuel purchase option at pick up which was $60.43. I contacted Hertz customer service twice to resolve the overcharge. The first time I was told I was wrong and they couldn’t help me. The second time the customer service representative found a $28 discrepancy in my quoted price and what was charged. He issued a $28 refund. With this refund, they still overcharged us $83.63 that I would like to be refunded or explained why there is a discrepancy. I have the booking email with the quoted amounts.
Business Response
Date: 05/18/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. I apologize for any misunderstanding regarding your charges. A review of our records indicates at the inception of your rental you accepted optional insurances of Loss Damage Waiver (LDW) and Liability Insurance Supplement (LIS). For your records I have attached your signed rental agreement (SRA). Based on this information the charges are correct, therefore a refund is not warranted.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:05/09/2023
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 filed a complaint against Hertz Rental at *********************** location about my stolen property, my JBL pulse 5 speaker and a sac of clothes that was stolen from my rental. I went and spoke to someone who claimed to be a supervisor. I gave him my rental record #, he barely wanted to assist me. He made excuses for his employees who stole my items and, he admitted to me that they deleted the record of my rental because they no longer use the vehicle. Making it even more difficult to hold accountable the individuals who violated their code of conduct and ethics by stealing from a purchasing customer. Nobody wanted to give me their true names and they also stopped responding to my original complaint. My rental record # is, *********. I rented a 2023 ****** Pathfinder and exchanged it on March 30th, around 10pm local time. I reported it to lost and found as well, those #s are; #******** and #********. Hertz has completely stopped communicating with me with no resolve to the matter and in want someone held accountable for stealing from customers.
Business Response
Date: 05/18/2023
Complaint ID ********
********************** Record 170349572

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

In accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles. However, we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. After review of our records the location is aware of the lost items, and if it is located,they will contact you directly. We regret the inconvenience.

Thank you for contacting us.
Customer Answer
Date: 05/19/2023

Complaint: 20036242

I am rejecting this response because: I know it's not hertz responsibility to locate "Lost" items but it is your responsibility to have your employees to answer the phone, as I called to make your business aware of my property around 30 minutes later. No one answered. I came up to Hertz less than 10 hours later to retrieve my property and your lost and found manager, along with your night shift manager, gave me false information including a fake number to keep in touch about my property. Items are "LOST" if a person doesn't know where they are. I know exactly where and when I left my items and therefore tried to get them back. If the vehicle wasn't defective in the 1st place, I wouldn't have needed exchange it so late at night and this wouldnt be an issue. It's the responsibility of the employee to follow a code of ethics and return things LEFT in a vehicle that doesn't belong to them, otherwise it's called stealing. Again, ****** and ********* weren't honest with me and told me wrong information in order to get me to leave.****** and ********* both said they would check the camera footage that was available, and they would have swiftly seen the person who had 1st contact with the car, was the person who saw and took my speaker and my clothes. Again, I didn't lose anything, they were taken. A speaker and bag of clothes dont have legs so they can't walk away and get lost. They have to be taken by someone. I came back and claimed my things and I was lied to by your employees and that's not okay. Someone will be held accountable for dishonesty and theft of property.

Sincerely,

***************************
Business Response
Date: 05/31/2023
BBB Case number: 20036242
Res ID or RA #: *********

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

We have been in contact with the renting location and have been advised that the vehicle has been received from the body shop and the basket of clothes was located. The location will be contacting you directly regarding the return of the located items.

Thank you for contacting us.

******************
Customer Correspondence Administrator
Initial Complaint
Date:05/09/2023
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.
We made a reservation for a rental car to be picked up at the Norfolk airport on 04/30/2023. The reservation desk did not have our reservation and did nothing to help us. We had to rent a car through another company and pay more. We paid for the car through Travelocity who in turn paid Hertz. Hertz is refusing to issue a refund. This is unacceptable.
Business Response
Date: 05/18/2023
Complaint ID: ********
Res#: ***********

Thank you for contacting us. Please be advised the reservation is not in our system. Please be advised Hertz did not receive payment for this rental as it was not completed. In such cases you must contact Travelocity for a refund.
I apologize for any inconvenience caused and thank you again for allowing me to respond.
Customer Answer
Date: 05/19/2023

Complaint: ********

I am rejecting this response because: we have been told by Travelocity that they did pay Hertz. It's not our problem that we received an invalid confirmation number. We have try to work with Travelocity and Hertz to get a refund. At least we don't get hung up on by Travelocity like Hertz has done several times including a conference call between Travelocity and Hertz. You have the worst customer service we've ever experienced and I have no trouble letting people know.
We asking for a refund of $365.77 which is not even in a drop of a bucket for Hertz.

***** *****
Initial Complaint
Date:05/09/2023
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.
My names is ************** and i was a Hertz Rental ******************** Member to be come a Hertz car PCM you must rent at least 40 cars per month and be invited by Hertz to be a member. On or about 9-22-22 i made a reservation with hertz via phone for a one day rental using some of my reward points. My reservation was at the ************ ** airport. When i arrived at the airport to pick up my car, i was informed that i did not have a reservation, i then produced my rental reservation and was given the Hertz ***** number to call. When i called the number, i spoke with a supervisor by the name of ****, **** told me that i had been placed on the "do not rent list". At that time i asked why and **** gave me a phone number to call. The phone number was to Verra Mobility Toll violations. I then spoke with a lady by the name of ******, who told me that i had a Red light ticket violation, from 2008 that was unpaid. I then told ****** that, there was obviously some type of mix up and that I wasn't paying for an alleged 15-year-old ticket. I also had just recently rented with Hertz and nothing was mentioned about any tickets, i have rented consistently every year at least once per year for over 10 years. ****** then referred me back to hertz, because she said all of their "VM" information comes from Hertz. I then called hertz back and spoke with **** again. At that time ****, said to me that, Hertz was under new management and had launched a campaign against all PCM that no longer rented as many cars etc.. she went on a rant about Hertz new management and that i had been placed on the ****** on 11-19-21. I explained to her that i had rented serval times after that date., that she said i was unable to rent. I was unable to continue to deal with ****'s rudeness, and lack of professionalism and said goodbye to ****. This is a hertz, scam attempt, back in **** Hertz mistakenly charged my Debit card over $1,600 dollars saying i never returned their car. My attorney corrected Hertz
Business Response
Date: 05/25/2023
Complaint ID: ********

Thank you for contacting us. So that we may better investigate this matter please provide your driver's license number and state of issuance.
Customer Answer
Date: 05/25/2023

Complaint: 20035912

I am rejecting this response because:

Sincerely,

*********************
Customer Answer
Date: 05/25/2023
My License number is ********* issued in the state of ********
Business Response
Date: 06/07/2023
BBB Case number: 20035912
RA #: 584749830

This is in response to *********************:
We regret you were not aware of your rental suspension status. Our Rental ********************* has advised you were placed on suspension on November 26, 2021 for an unpaid parking violation from your October 2010 rental, see attached invoice. The outstanding balance will need to be paid before your account can be removed from our rental suspension list.
Note: The last rental posted to your Hertz account was on November 14, 2021.
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: 06/07/2023

Complaint: 20035912

I am rejecting this response because:

Sincerely,

********************* I do not have any outstanding tickets Hertz is scamming its customers as I stated in the initial complaint and if not resolved formally I will be filing civil action against Hertz. Thank you for your time and patience in this matter.
Business Response
Date: 06/13/2023
BBB Case number:  20035912
Res ID or RA #: *********

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

Our records indicate the violation notification was mailed with a notification date of 2/16/2011.
Under the rental agreement, the customer is responsible for all parking fines and penalties incurred during the rental. When notified of the violation, Hertz provides the rental information to American Traffic Solution (ATS) in order to process and bill fines, penalties and fees per Paragraph 13 of the rental agreement.

Thank you for contacting us.

Customer Answer
Date: 06/21/2023

Complaint: 20035912

I am rejecting this response because:

Sincerely,

*********************
Business Response
Date: 06/22/2023
BBB Case number: 20035912
RA #: 584749830

This is in response to *********************:
Our records indicate the amound due for the parking violation is valid and will need to be paid before we can remove your rental suspension status.
Thank you for giving me the opportunity to review this matter again.
Customer Answer
Date: 06/26/2023

Complaint: 20035912

I am rejecting this response because: I dont owe any tickets, Hertz has always had my credit and address on file. I was not charged anything to my account and or put on notice as to any outstanding violations. This is not the first time Hertz has wrongfully accused me. I have total point of over ***** points, each point equals a dollar spent while renting from hertz. Because of this hold I cant use *********, and I will be suing for each point equal to dollars. Thank you for your assistance in this matter of exposing Hertz and its corruption. Sincerely *********************;

Sincerely,

*********************
Initial Complaint
Date:05/08/2023
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 took a rental vehicle from hertz on feb 1st - march 1st 2023, On Wednesday, February 22nd, the rented Tesla Model 3 (agreement *********) had a mechanical breakdown in ****** *****. It got towed by the road assistance of hertz with claim number **********.When I called the ********* ** location(where I initially took rental), they suggested that I take a replacement vehicle from any ****** location and come back to the ********* location so that you can fix it.I was not able to get a replacement vehicle until February 24th, Friday 1 pm CST, that to after being on multiple calls with roadside assistance of hertz all day Thursday february 23rd Finally On Friday at 1pm, customer care helped me with getting a replacement vehicle (Tesla model 3 )with car number RDT **** from *********** location to go back to *********. But I was not able to charge the vehicle at the charging station, which was a big problem for me. It also took 3 hours of my time connecting to Roadside assistance/customer service to approve the charging station dock every time.I dropped off the replacement vehicle on Feb 25th, Saturday 6pm at ********* Hertz location (*********************** land, **)On Monday Feb 27th 2023 on initial call about (Tesla model 3 )with car number RDT ***************************************** dropbox on Saturday Feb 25th 2023. After hearing it. ********* Manager put me on hold did not get any response from you and did not closed contract till march 25th 2023.After a month on March 25th they closed the contract and charged me $3811, for extra 4 weeks till march 25th 2023, I don't have a vehicle still I been charged. when I tried to discuss with customer services of ********************** and location where I picked up the vehicle they are not responding.
Business Response
Date: 05/23/2023
Complaint ID: ********
RR#: 142227746

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. We are trying to fully investigate this matter, however we are unable to locate the exchange or new vehicle rental agreement. Please provide the vehicle number or license plate number, or ********************** agreement/record number of the vehicle from ****** so that we may better assist.
Customer Answer
Date: 05/25/2023
Please provide the vehicle number or license plate number, or ********************** agreement/record number of the vehicle from ****** so that we may better assist.
1)M14794485(agreement number )
2)RDT **** (license plate )
I picked it up from ****** ***** on Feb 24th 2023 and returned it in ********* ***** on Feb 25th 2023
Business Response
Date: 06/05/2023
BBB Case number: 20034973
RA #: 142227746

This is in response to *********************************:
We sincerely apologize for he problems you have experienced with your February 1 rental. In review of our records, we have determined the total amount due for your Februayr 1-February 25 rental should be $1749.65. However, we are showing you were initially billed $3811.51, a refund of $205.73 was issued on April 4 and then we have received chargebacks from your credit card company for the remaining amount of $3605.78. Due to the pending chargebacks, we are unable to make any adjustments to this rental at this time.
Thank you for giving me the opportunity to review this matter again.
Initial Complaint
Date:05/08/2023
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.
Date of transaction: rented on 11/8/2022, returned on 11/13/2022 Amount paid: $714.53 Business provided a rental vehicle for my trip Dispute: On 1/18/2023 the Hertz company reached out to me saying there was damage to the rental vehicle and I owed them money to repair the damages. The issue is this claim came 2 months after I returned the vehicle. The photos of the damage to the vehicle they sent to me was time stamped 12/15/2022. So the pictures were taken a month after I returned the vehicle. The dispute is the time from turning the vehicle in and the time it took to send this claim of damage I am to pay. They didnt not follow policy: no one came out with me when picking up vehicle to review current damage and note it and when I returned it they didnt t review the vehicle with me to check for damage (there was none when I checked it myself). The original gentleman I spoke to said I could fight it, I then spoke to a female who admitted they didnt follow policy as noted above, and they would investigate the claim. When speaking to the male again at a later date he didnt even know about the female saying not to pay and wait for investigate, he said ok he would note this. Months go by and I received a letter saying they will send claim to collection agency. They have not tried to resolve the issue I am having except say they would take 100 dollars off the amount owed.Case #: ********
Business Response
Date: 05/18/2023
Complaint ID: ********
RR#: *********
Upon receipt of your inquiry, we immediately reached out to our Claims Management Offices for their further review and assistance. We have since received their response and confirmation that the damage claim is being closed at this time and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter.
Customer Answer
Date: 05/19/2023

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:05/08/2023
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.
On 11-30-2022, we rented a car at the Phoenix airport. Because our initial rental was supposed to be picked up at a different location than the airport, I was told by the rental car agent to call Hertz directly to obtain another rental at that location with a slightly higher cost. I called them and they gave me an updated cost for the rental which I paid and I was told that the rental was all set. The agent at the gate processed the rental and gave us our paperwork. He never indicated that there would be any additional costs except for the standard refueling charge or if extra miles were driven. The agent actually followed us to the lot and helped us pick out a car and never indicated that any additional charges would be added. It was not until two weeks after that additional charges showed up on our credit card bill which we then disputed. I have been in contact with Hertz numerous times on the phone and have asked for an explanation on the details of the voucher that I did purchase and what it did and did not cover. Hertz has never provide any additional documentation. They did say they would review the upgrade charge and, at one point, agreed to halve that but, never follow up with an updated bill. I always felt that they were just trying to quote one price and then provide a number of upgraded charges, taxes and the like without every discussing or documenting those before I left the counter and assuming that I would pay those after the fact. I consider the bill to be fully paid, and despite numerous calls and attempts to talk with them and have them send details on the voucher, I am very frustrated. They have now sent the "unpaid" portion of the bill to a collection agency and I consider this along with their lack of transparency and inability to provide documentation a serious issue. At this point, I consider their attempt to continue to collect any amount harassment.
Business Response
Date: 05/18/2023
Complaint ID: ********
RR#: 105198122

I apologize for any misunderstanding regarding your charges. A review of your signed rental agreement indicates you agreed to the additional upgrade charge as well as the authorized additional operator charge. As you signed and agreed to the additional options we respectfully decline your request for a refund.
Customer Answer
Date: 05/23/2023

Complaint: 20033416

I am rejecting this response because: the document that I signed was for the original car that was agreed upon as part of the voucher that was purchased that day. At no time during our time at the desk or when the agent went with ** to the actual lot to select the vehicle was there ever any indication that any additional charges would be added. See the attached letter for more details.
As far as the additional driver charge, I will check with the other driver to see if his card was charged for that service so that it would not be double charged. I will follow up once I have heard more from him.
If Hertz can supply any corroborating documentation from the agent at the desk on what was discussed, that would be very helpful. Up to this point, Hertz has provided nothing other than a signature which could be put with any documentation they wanted to provide.
Thank you for your time and your willingness to look into this matter
Sincerely,

*********************
Business Response
Date: 05/25/2023
Complaint ID: ********
RR#: 105198122

We are unable to substantiate a verbal conversation, therefore we must rely on the signed rental agreement to verify your acceptance and understanding of your charges. Our records indicate you initiated a chargeback with your financial institution for the amount of $543.58. Because of this Hertz did not receive the payment. The amount is currently in collections with JNR Adjustments. Please call them at ************ it settle the balance.
While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.

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