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 Rent-a-Car

  340 County Road 341 Hondo, TX 78861-6977

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  Hertz Rent-a-Car

  350 Hoefgen Ave San Antonio, TX 78216

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  Hertz Rent-a-Car

  3601 S Medford Dr Lufkin, TX 75901-5747

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  Hertz Rent-a-Car

  4100 E Stan Schlueter Loop Killeen, TX 76542-8440

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:05/08/2023

  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.

  We bought a 2018 Nissan Rogue in August 2022. There was a mileage discrepancy on the title. It took Hertz 7 months to get the title for the car. In the meantime our lender raised our payment because it was a collateral loan. Because there was no collateral no title for the car it became a signature loan and our payment went up $109 a month. After filling a complaint with the BBB we finally got the title for the car. Now it turns out we can't get the tags because the taxes were Never paid by Hertz. We have exhausted all of our temporary tags with the dealership and with the state of Colorado. So we cannot drive the car we are making payments on. We would like the taxes to be paid so we can drive our car. In the meantime it would be great if Hertz could provide a rental car free of charge until they get The taxes paid. Thank you for your help let us know if there is anything we can do. ******* and ********* ********
  

  Business Response

  Date: 05/18/2023

  Complaint ID: ********

  
  Thank you for contacting us. We reached out to our Car Sales team for assistance regarding this matter. They have advised there were delays in getting the tag issue resolved. However, they have contacted you directly and provided a check to you directly to cover the outstanding fees on 05/16/2023.

  I apologize for any inconvenience caused and thank you for bringing this to our attention. 

• Initial Complaint

  Date:05/08/2023

  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.

  Hi, We had rented a vehicle for long term via thrifty/budget for 5 plus years (pre covid) under a corporate agreement until about 6 months ao it was transferred to Hertz. Under Hertz we were paying approximately $682 per month standard always the same, month over month. Within the last month, we were double charged by ********** and *********. ******** from the ********** office requested we come in to start this current contract at the same rate on 4/17/2023. As we walked in the door on 4/18/23 we were told outright ******** was fired and we no longer could carry the same rate but would have to pay double without any notice at all. **** at the ********** location was extremely rude and abrasive. We went ahead and continued with the contract at the double rate and was told we could add my wife as a driver at any time. On all previous contracts my wife was additional driver. We had tried to follow-through to get this done however **** continued to hang up on us and we tried to reach the *********** office where branch manager (*******) never answered the phone. This past Friday my wife and myself drove into the Rivers location (stressed out due to past experience) and we were yelled at by **** and told to call ******* as she refused to help us. We are looking to discuss another corporate contract and receive an apology from both **** and *******. After visiting the *********** location today and waiting an hour in the lobby with no one in sight. ******* appears and tells me he can't help me as only ********* location can help add an additional driver. Completely frustrated with your company. I own 3 stores in ********** and would fire both these people if I employed them, they are in desperate need of customer service skills. If need be we can send multiple bills to show prior history (5 plus years )

  Business Response

  Date: 05/23/2023

  Complaint ID ********
  ********************** Record L17114370
  
  This is in response to Price ******,
  
  The ****************, ** location is an independently owned and operated licensee franchise that processes its own billing and invoices. As such, local rates and benefits are determined by the owner. Being that you have spoken to this location directly the information provided to you by them is valid, and no adjustment is warranted.
  
  Thank you for contacting us.

• 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.

  5/4/23_5/8/23 rental agreement **********. Condescending arugmental manger refuse to acknowledge that key fab talks to the engine if dead then how would my car start. Like if someone stole it without the key fab car wouldn't start unfortunately same goes if battery dies in fab. Parked the car 2 days but unfortunately mangerbis very immature thinking someone trying to get a deal when I completely paid in full before asking for corporate number outside smoking smell and dirty vehicles. Manger offer to treatment at pickup but unfortunately I didn't 30 mins to spare for something that should have been done prior. Several Google reviews recent outline two if my sane complaints

  Business Response

  Date: 05/17/2023

  Complaint ID: ********

  RR#: *********

   

  At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured your comments will be shared with the appropriate management for their review and corrective action.

  As a gesture of apology I am mailing a $50.00 rental certificate that can be used towards a future rental. 

  Customer Answer

  Date: 05/18/2023

   
  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:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early November, 2022, I made a rental car reservation with Hertz rental car at the Denver Downtown location of address 2001 Welton St., Denver, CO 80205. I was quoted $1386.31 for the dates between 13 - 31 Dec 2022, but changed the return date to 30 Dec shortly after making the reservation, using the "edit your reservation" feature. Then during our vacation, our flight was cancelled from Pensacola FL to Denver CO on 13 Dec and we were forced to fly on 14 Dec. I called Hertz rental car at Denver and let them know that we we arrive one day late to pick up the rental car. After this rental period had concluded, we returned the vehicle on 30 Dec as was charged the full amount of $1386.31, despite having a shortened rental period (2 days less), and was told by the Downtown business (associate, ***** ****) that our credit card on file would be credited the difference. He encouraged me to call the customer service office at 800-654-4173, to ensure they were aware of the situation, which I did. We then returned to Okinawa, Japan on 1 January where we are currently stationed. By mid to late January, our credit card was not credited. I issued a complaint through Hertz explaining all of the circumstances, and they informed it would be taken care of, which it was not. Then during a business trip to USA on 25-31 March I called Hertz again, and was again told that $196.11 would be refunded within 7-10 business days, which it was not. The Rental Record number is 111767924 and all of this documentation should be contained in this file I would like to respectfully request we receive the credit of $196.11 to our credit card on file. FYI, the phone number that I provided is our daughter's number who resides in the U.S. as the form would not accept a Japanese number. Thank you,

  Business Response

  Date: 05/12/2023

  BBB Case #: ********
  RA #:  *********
  
  This is in response to *************************************,
  
  I can confirm a refund for $196.11 is in processing. This amount is expected to clear within three business days if not sooner. I am sorry for any inconvenience caused by the delay in processing.
  
  Thank you for contacting **. 

  Customer Answer

  Date: 05/12/2023

   
  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.

  March 23, 2023 I rented a car from Hertz ***************, due to return March 24, 2023 in ******* *******. For $300 for *** day. Reservation #: *********. Couple hours later I was wrongfully pulled over and arrested. Officers notified me, that Hertz will be notified to pick up their rental vehicle in the impound lot that same afternoon. I was detained without due process for almost 2 weeks. I was released on April 04, 2023 and found our that Hertz pickup up the vehicle April 03, 2023 just 1 day before. So after being notified on the March 23rd, Hertz chose not to pick up vehicle and let it sit in the impound so they could charge up my bill. They ultimately charged me an additional $3,928.01. Which I could not do anything about because I was locked up. I spoke to Hertz and they were not willing to correct their wrong and did not refund me. Right is right and this is wrong. If they do this to me this can happen to anyone. Please help.

  Business Response

  Date: 05/17/2023

  Complaint ID: ********

  RR#: 166976036

   

  A review of our records indicates we were not aware the vehicle was impounded until the tow company called on 03/28/23 to advise the vehicle was in their possession. The vehicle was picked up by a Hertz representative on 04/03/23. Please be advise it can take up to 7 days from the date Hertz is notified for a vehicle to be retrieved from a tow yard as there is a documentation that is required to pick up the vehicle. As the vehicle was picked up within a reasonable amount of time, we respectfully decline your request for a refund. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20028005
  
  I am rejecting this response because: the same day March 23rd, 2023 when I was detained I was told by officer that Hertz would be notified because they had the documentation of the rental. Having said that, I was no longer in any position to call hertz myself or return vehicle to Hertz because I was detained for 10 days only finally being released after finally getting a lawyer. I was denied due process, and I have lawyers who are confident that the charges against me will be dismissed. I believe it is wrong to still charge me because I was wrongfully arrested and there was nothing I could do about it. I have a history for renting cars and this has never happened. Also they have tracking on the vehicles and knew I was to return the vehicle the very next day. After they knew the vehicle was late and try to contact me with no success because I had no access to my home, why would they wait so long when they knew where their vehicle location all that time. I believe right is right and wrong is wrong, and it is not right to keep charging customer who had no possible control to return or call Hertz. I believe since I rented a $300 a day vehicle they waited til it went to $3921.01 til they went to retrieve the vehicle. Which to me is ethical or right. I paid the $300 for the day so any other charges should be refunded. Also I spoke to a Hertz representative a week before and agreed I would be refunded, after a week I called again to check up on my refund and they was told I was not getting refund. So I had no choice but to alert BBB to help in this matter.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/22/2023

  Complaint ID: ********

  RR#: 166976036

   

  There is no record of a contact on 03/23/23 to advise the vehicle was towed. Please be advised our position remains the same as no refund is warranted. 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.

  
  

• Initial Complaint

  Date:05/08/2023

  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.

  Rental record: ********* The suburban we picked up from Hertz was not cleaned prior to our rental. We knew this because there was coffee spilled on the console. We took the vehicle from Hertz anyway because Hertz had no other suburbans available at that time. During our possession of this Hertz' vehicle each one of my family members and myself became very ill. Upon cleaning out Hertz' vehicle to return it to Hertz we noticed a used COVID-19 test in the back seat. We realized immediately what had happened. It is our opinion that Hertz' vehicle was to blame for our illness. I reported the issue on the phone, in person & online to Hertz. Hertz takes no responsibility and refuses to provide any acceptable compensation. Their offer was a $50 dollar credit and some points towards another rental. Unacceptable in my opinion.

  Business Response

  Date: 05/12/2023

  BBB Case #: ********
  RA #:  *********
  
  This is in response to **** *****
  
  I am very sorry for the conditions of the rental vehicles you previously received. This is a concern to us. All Hertz vehicles should be properly cleaned and serviced before being released for rental.  We always want to provide quality vehicles to our customers and certainly appreciate your letting us know about your experience.  This matter will be reviewed with our El Paso, TX General Manager, and the Maintenance personnel, and we will take the necessary corrective actions.
  
  While I understand your concerns about how you and your family got sick. Regrettably, we cannot confirm or deny that it was due to the rental vehicle. As such for your inconvenience I will refund $355.39 back to the account billed. This credit will post within seven business days.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is an insult to rectify the issues myself & my family endured during the rental of your contaminated vehicle.

  I want a 100% refund and you don't have to accept responsibility for the issue.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 05/24/2023

  BBB Case number:********
  
  Res ID or RA #: RA# *********
  
  This is in response to **** *****
  
  We regret the previous credit offered was not sufficient. However, we are unable to offer a full refund in this case, the car was used for the duration of the 20 day rental and drove 2759 miles.  As a gesture of our concern, an additional credit of $1395.96 is being issued to the American Express account ending in ****.  This represents the upgrade fee plus applicable fees and tax.  Please allow 3 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe Hertz made a mistake on my bill. I made a dispute with the credit card company (AMEX), and they return the credit. However, Hertz still consistently sent bills to me and threatened to report to the creditor. I wrote a letter about this but no response.I made a reservation to rent the car on Jan 1, 2023. The rate shown on the reservation confirmation was $150.04 for one week. The rental class was managers 2 door or 4 doors special, which corresponds to class A6 on the rental details. I was charged $242.73 at the time of reservation. This was already paid in full and was shown as voucher value on your receipt.However, when I picked up the rental car, I was charged another rate, which was $296.21 per week. This resulted in a total of $404.65. Since I was charged $242.73 at the time of reservation, Hertz charged me another $161.92 for the rental. The representative at the counter said nothing about the change of class. I didnt realize that they had changed the class. Only at the time of the actual post of this transaction did I realize that they changed the class for me without any notification.First of all, the representative said nothing about the change of class and the extra charge. The representative made said nothing. I booked A6 but they gave a B-class car and charged me for class A. All these discrepancies are not made clear to me at the time of pickup.Secondly, when I got back to the return location and realized the difference, I had a conversation with the representative, and the reason they gave was that I was under 25 so I was not entitled to the special rate. However, at the time of reservation, I included my date of birth. Since the reservation confirmed my rate and nothing changed, they couldnt change it arbitrarily when I picked up my car. Whats more, I didnt get any upgrade of the vehicle. The vehicle rented was a ****** Versa, which is of the cheapest class at Hertz. I didnt get any upgrades, but they seemed to charge me more.

  Business Response

  Date: 05/17/2023

  Complaint ID: ********

  RR#: 119373413

   

  A review of our records indicates your reservation was for an A6 which is the manager's special. Booking this car class will have a special set 'low' rate. The renting location Manager will advise and issue whatever car class/model (compact or higher) they have available. No preferences allowed. Your signed rental agreement (see attached) indicates you agreed to the additional cost to received the preferred class rather than the class offered as the manager's special. Due to the chargeback Hertz did not receive payment of $161.92. Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. The balance is valid and must be paid. 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20027704
  
  I am rejecting this response because:

  1. This dispute is approved by Amex. If you don't agree with it, you should talk to Amex instead of sending my bill to the debt collector.

  2. Not everything written on the contract is fair, since you don't have the right to charge me more than the price at my reservation. And I get no upgrade. And the representative told me nothing. This is literally cheat and I do not agree with the term. 

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

  Business Response

  Date: 05/22/2023

  Complaint ID: ********
  RR#: 119373413
  
  This correspondence is being sent in response to a query made by ************
  
  As previously stated, adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility for the charges.  At the time of pick-up, the desk agent gives a copy of your signed rental agreement with the keys to the vehicle.  We always recommend that customers go over their signed rental agreement before leaving the parking lot,if there are any concerns the location can assist before you leave. 
  
  While I understand this is not the response you were anticipating; we ask that you respect our final decision on the matter as we consider it to have been fully addressed. Further requests to revisit this matter will not be considered.  

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a car accident and my insurance ***** told me that they were partners with Hertz, I went there and the woman in the front desk told me that she did not have a cheaper car and gave me an expensive one, I went back and asked to change to a cheaper one after 2 days and she kept saying that my insurance had to make the reservation. I did not get a new car and ***** made a reservation for me and they did not want give me another car pushing me to stay with the more expensive. They charged the rental on my credit card as a guarantee and did not refund me the money and my credit card paid them for the entire week and more fees and they received the money from Geico and doubled charged for the rental. They are horrible customer service and I don't want recommend that place to anyone. They are liars and deceitful. Thank you

  Business Response

  Date: 05/17/2023

  Complaint ID: ********

  RR#: 184719743 & H23576851

   

  Thank you for contacting us. A review of our records indicates you had an insurance replacement rental 04/19/23 - 04/24/23. Geico authorized $20.00 per day and you were to pay any amount over that amount. The out of pocket expense was $33.61. I have attached the rental invoice and signed rental record for your records (H23576851).

  The next rental (# 184719743) was 04/24/23 - 04/28/23. You prepaid this rental on 04/22/23 for the amount of $220.95. Attached is the rental invoice. 

  Having reviewed your rentals I can confirm you were correctly charged. 

• Initial Complaint

  Date:05/08/2023

  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.

  Rental conf # ***-******* I was issued a vehicle that was paid 80% by my insurance company. The vehicle was picked up, nothing was ever stated at pickup about tolls or plate pay (I live in Oklahoma, we dont have tolls that accept cash its solely by plate pay) my route everyday is through several tolls. The sticker was on the vehicle and since it wasnt stated I thought it may be like enterprise the tolls are included in rental ESPECIALLY since it was never stated at time of rental pick up. The vehicle has been returned for close to 3 weeks and now theres a nearly $300 charge on my bank statement that I was told was due to toll fees. Hertz is the most unprofessional company Ive ever had to deal with. Their employees are poorly trained, branch understaffed and truly have no care for the customer. My insurance paid 80% of the rental and Im still in over $600 in total with the awful rental process due to your company being ill informing. I will NEVER deal with hertz as long as I have a option and will tell everyone I know that you all just try and get whatever money you can out of people you have no intentions of being upfront and honest. What a scam if a business.

  Business Response

  Date: 05/17/2023

  Complaint ID: ********

  RR#: Unknown

   

  Thank you for contacting us. We would like the opportunity to respond to your message, but we are having difficulties locating a copy of your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental. 4. Location of rental.  Once we have the updated information we will be glad to assist you.

  Customer Answer

  Date: 05/17/2023

  Ive attached photos of receipts 

  Business Response

  Date: 05/19/2023

  Complaint ID: ********
  ********************** Record: *********
  
  This correspondence is being sent in response to a query made by ******************************
  
  I sincerely apologize for any misunderstanding.  After my review of our records, I can confirm the primary renter for the rental agreement in question is ********************************  Additionally, our records do not show there was an additional renter added to this rental agreement.  With this information, we would need the primary renter to reach out to us directly.
  
  Thank you for reaching back to us.

  Customer Answer

  Date: 05/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Yes I was the primary renter, if you will review everything youll see we are spouses. We have the same insurance. I picked up the vehicle because **** was already at work and I had no other option. When I picked up the vehicle nothing was said to me about the toll pass. If given the opportunity I would have purchased the toll pass, it was never even brought up. I had a difficult time with your customer service rep on branch because the claim was in ****s name, she had to call and explain ecotourism him just so I could pick up the rental. If you need more information call me **********. Yall are just trying to do everything you can to not own up to your own companys lack of transparency and to tack on fees that were never discussed.
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/24/2023

  This is in response to complaint # ********

  
  RR- *********

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

  Thank you for reaching out to us. I appreciate the opportunity to review your concerns.
  

  I sincerely apologize for any misunderstanding.  Additional drivers fees are waived if you are a Hertz loyalty member or booked using a CDP that waives additional driver fee charge.

  
  We would refer you to please contact Plate Pass at 877-411-4300 for further assistance as we do not have access to their billing system.  Our partnership with Plate Pass was designed as an added convenience for busy travelers who may not have time to stop and pay a toll or carry their toll pass with them on trips. As I am sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. Under the terms and conditions on page 4 of the Signed Rental Agreement, an administration fee will be applied for each toll traveled during your rental period therefore the charges are valid, and a refund is not possible.

  
  Regards,

  
  

• Initial Complaint

  Date:05/08/2023

  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 04/18/23 I made a car rental through AAA portal for a Hertz Rental for the time period of 04/29/23 to 05/03/23. Everything went well with the rental aside from when I returned home and noticed I was charged an additional $49.85 in fees. While the Terms and Conditions on AAA's booking site does state that additional fees may be incurred, I'm more so upset that there was not clear fee transparency of how much these fees would be especially since they are a fixed amount that has to be paid with every rental so it would be easy to disclose versus throwing it in as a last-minute charge after the rental has ended. This is not a fair practice as it hides the true cost of the rental. I would understand paying upgrade fees, late pick-up/drop-off fees, toll fees, and so forth but the charges I incurred were apart of the rental regardless of any modifications and should of been disclosed. While Hertz does give an explanation of these charges, it still doesn't account for what the actual cost is and you're just charged the amount without any sort of verification/agreement other than the initial booking agreement.

  Business Response

  Date: 05/12/2023

  BBB Case #: ********
  RA #:  *********
  
  This is in response to *************************,
  
  I am sorry for any inconvenience you have encountered in trying to get this matter resolved. When customers take out the Fuel Purchase Option (***) it automatically purchases a full tank of fuel at the start of the rental, there will be no refueling service charge on the return of the vehicle (although you will not receive any credit for the fuel remaining either). Instead, you will pay the amount indicated on the Rental Record for the local fuel costs. Hertz does not refund or give credit for additional fuel put in the vehicle. Fuel adjustments are based on information that, in this case, did not support compensation. 
  
  Based on my thorough review of this matter and in accordance with the provided Signed Rental Agreement the *** charge of $49.85 is correct and no adjustments are due.
  
  Thank you for contacting **.