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

7,185 total complaints in the last 3 years.
1,727 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/05/2023
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.
Rented a Car from "Dollar" Hertz at orlando airport 04/15-04/21/2023. Filled the vehicle with gas a few miles from the airport prior to returning the vehicle. Total charges to fill the tank was $92.49. We have documented transaction. Received a charge on credit card for over $200 for "returning the vehicle on an empty tank." Called customer service and they stated they could not help us. Asked to speak to a manager. After waiting on hold a long period of time he stated there was not a manager available and they would call us back. No one has ever called us back. We have called customer service at hertz 3 times to resolve this issue with no follow up.
Business Response
Date: 05/11/2023
BBB CASE#: ********
RR#: *********

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

I am sorry for any misunderstanding caused regarding the fuel charge being added. In a review of your *******, ** rental our location is showing they had to put ****** gallons of fuel back in the vehicle at the Hertz rate of $10.35 per gallon. In order to refund the fuel charges on file a fuel receipt or bank statement showing the rental was returned full the same day a returned.

Thank you for contacting **.
Initial Complaint
Date:05/05/2023
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 3/10/2022 I rented a motor vehicle from Thrifty (Hertz) in *************** ******* at the airport location. on 3/12/2022 I was involved in a serious motor vehicle accident wherein another vehicle, driving recklessly and at a high rate of speed, struck the rental vehicle I was operating. I was transported to the trauma unit by ambulance to the hospital. The rental vehicle was totaled and towed by *************** to their location at ********************************************************** to be held for pick up by Thrifty ( Hertz). Upon discharge from the hospital and returning to my home city in *********,**, I completed a motor vehicle accident report at the Thrifty/Hertz counter in the *******************************. I provided the location of the rental vehicle along with a vehicle tow release form from the ******* Highway patrol (case number FHP220N0125166/ Report number ********) and the motor vehicle accident report (crash number******** from the ******* Highway Patrol) the Thrifty/Hertz Vehicle incident report number i filed with Thrifty/Hertz is V204375327. I tried countless times to contact corporate of the incident. I was contacted by an investigator for Thrifty/Hertz and told them the situation and the report numbers and sent over the release form provided by the police. The issue is I was charged ****** on my credit card for not returning the vehicle on time. I tried to dispute this with my credit card company, and they stated they could not get a response from thrifty/hertz. I received an adjusted invoice dated 5/6/2022 from Thrifty/Hertz for a credit for ******, but charged my card ****** on top of the ****** for a total of ****** for additional fees. credit was never issued to my card, and I did not receive any other form of compensation. The entire balance of the additional days charged to my credit card, and the extra fees, for a vehicle not in my posession, charges still remain on my credit card. Even after the invoice dated 5/6/22
Business Response
Date: 05/18/2023
This in response complaint#********

Dear *****************************,

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

I am sorry for any inconvenience you experienced in trying to get this matter resolved. Our records show we received a chargeback from your financial institution on May 6th, 2022, for $185.04 Based on the information provided on July 8th, 2022 the balance of $185.04 was sent to a collection agency. Please reach out to them to process the payment.

Regards,
Initial Complaint
Date:05/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a car from this dealer under the impression that they only sell cars bought and used by Hertz Rental Company; I was wrong. I have previously bought cars from this dealership, all were in perfect condition and verified Hertz rental cars, so I did not think twice when I decided to buy another expensive car from them; I have regretted since. I found out that the car I bought may have been owned by one of the employees there, his name and phone number was stored in the memory of the radio. The owners manual had the name of the previous owner stuck to the back of the manual with where he first bought the car, he was the original owner, and someone from hertz, Sacrament acquired it from him. The car drove smoothly on the test drive(below 45mph) but after I paid for the car and took it on the freeway, the car shook when I drive pass 60 mph to 80 mph as well as other issues like car radar sensors. After complaining to them, they had me take the car to a tire shop, nothing came of that, After more complains they pick up the car and brought it back again, showed me a receipt of the the issue fixed. After I got it back on the freeway, the issues remains.
Business Response
Date: 05/18/2023
This is in response to complaint# ********

Dear ******* *****.

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

Please reach out to Hertzcarsales.com or call the location at ************ for further assistance with this matter.

Regards,
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle with hertz for 2 days (4/17/23-4/18/23) through priceline at the ********************. It cost me $88.68. Rental number *********. When I picked up the vehicle I was told there were additional fees required by the **************** I had to pay in order to leave with the vehicle. If I refused to pay I would lose the $88.68 I already paid and leave with nothing. I was told the total bill would actually be $137.75, which is false advertising from the start considering I paid $88.68 under the symptom that was it. While I wasn't happy about the new hidden charges, I needed a vehicle and agreed to pay. Upon returning home, I found I was charged both the $88.68 and $137.75 for total charges of $226.43 for a 27 hour rental! I confirmed with hertz customer service that they do frequently steal money from their customers in this way. Looks like I'm their most recent victim.
Business Response
Date: 05/22/2023
Complaint ID: ********
RR#: 180864390

This correspondence is being sent in response to a query made by ********************************

After my thorough review of our records, it has been confirmed the final invoice billed for $137.75 was for state/location taxes and fees that are not included in your prepaid reservation, as well as added services. The added services are Loss Damage Waiver (LDW) and ******************* Supplement (***) that you opted into and signed for at the counter. When making a reservation through a third-party booking sight such as Priceline there is a box of terms and conditions you must select to finish the reservation. Additionally, the location gives customers a copy of their signed rental agreement with the keys to the vehicle. We always recommend our customers read their signed rental agreements before leaving the location as they can assist with any concerns right there. With this information the charges are valid. Please see the attached copy of your signed rental agreement for your records and review.

Thank you for allowing me to address your concerns.
Initial Complaint
Date:05/04/2023
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.
I rented a car with Hertz. When I come to pick up the car they tell me they dont accept credit cards without a chip. They said this there policy and it does not state that anywhere.
Business Response
Date: 05/22/2023
Complaint ID: ********

This correspondence is being sent in response to a query made by ******************************

Looking at the screenshot you provided, I can confirm that your reservation was booked through Hotwire. When making reservations through third-party booking sites there is a box the customer must select that explains ********************* terms and conditions and requirements to complete the reservation. This goes over the payment requirements;this information can also be found on our website. We require a 16-digit credit card that has a magstripe and a chip.

The Hertz Corporation only receives payment from third-party booking sites once a contract is completed,since this contract was not completed, we did not receive payment from Hotwire. We would advise to contact Hotwire directly as we cannot access their billing system.
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I have reached out to this business multiple times. I've explained the situation. I rented a car through Hertz Rental and I was charged weekly for the vehicle for 8 weeks straight then at 62 days I had to "rewrite" my contract. During this 8 week period I was charged multiple times for a "daily" rental. All the records of all my transactions were visible for 8 weeks. The money they took was taken and not returned. Then at week 9 I rewrote my contract. Then at week 9 and 2 days my account was "negative" ***** something dollars the exact amount I had already paid. I contacted:"Branch" which is the company that operates the "UberProCard" but they are not a real bank. Evolve manages this whatever it is. I had to do a lot of research to figure this out. In this video is the beginning of week 10 where the representative goes to charge my account and can't so I have to return the vehicle and temporarily put my job on hold. ****** manipulated my account and allowed this 300 something dollar transaction to take place 2 days after i returned a rental I already paid for! ****** made every single transaction disappear from my view in a matter of 1 day. I asked for all those and never got a straight answer from what they say are "recorded" conversations. I just want them to fix my account and return my roughly **** dollars. Right now they have my account sitting negative **** roughly and it's ridiculous that they refuse to explain themselves. I've been lied to and I've explained it til I'm blue in the face. Hertz rental car has a record of every single transaction and so does Branch and so did I until Branch manipulated my account. I know somethings wrong One of 2 things has happened either Hertz double charged me and Branch allowed it or Branch made a miscalculation when they tried to figure out all these transactions all I know is my account shouldn't be negative at all. It should be roughly ***** dollars or more. I have video of week 10 but I wasnt able to upload it.
Business Response
Date: 05/19/2023
Complaint ID: ********
RR#: 144328601 & 108224152

Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates this was an Uber rental. As you were charged correctly and in accordance to the terms and conditions of the Uber/Hertz program you were correctly charged. I have also attached your rental receipts for your records.
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: 05/19/2023

Complaint: 20016933

I am rejecting this response because: I wasn't correctly charged. I was over charged. I also filed against *********** & Trust and haven't received a response.

Sincerely,

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

RR ********* and 108224152
Dear ****** *****,

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

Our records show that you were correctly billed for both rentals per the terms and conditions of the Uber/Hertz program. Your original reservation K33228856F1 was booked from December 6, 2023, to December 13, 2003.However, when the rental was extended a hold will be placed on your credit card.

When the car is returned, a charge for the total amount due is submitted to your credit card company. Depending on the credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers accounts, you must contact the card issuer directly for assistance. Please note, once the authorization hold has been released from your account, it will appear as a credit, it will be removed from your statement and the funds will no longer be pending.

Our records show that we released the hold. If that hold has not been released back to your account, you will need to call our ****************** at ************ with your bank on the line so we can release it at that time.

Regards,
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Online Reservation Attached (April 7th): Charge was supposed to be $216.33 TOTAL with sales tax and vehicle license cost recovery At the time of Reservation (April 24th): Charge was increased to $226.25 TOTAL with sales tax and vehicle license cost recovery. No explanation why it was $10 higher, but I proceeded with rental Returned the car at 4:30PM on May 1st instead of 2:38PM, but the location was closed so I used the drop off. It was not 6PM as the final receipt showed. I called in advance to explain that I would be late. And I take full responsibility for being LESS Than 2 hours late. Final Receipt Attached: $282.11 with a full extra day charge, a higher vehicle license fee, a higher tax fee, and a return change fee.Happy with Hertz overall, but billing is not explained. And I dont believe it is fair to charge $66 from the original quote for being LESS than 2 hours late in returning the vehicle. I think a partial refund for this additional charge is warranted.
Business Response
Date: 05/11/2023
This is in response to complaint #********
RR- ********* ***********************

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

I sincerely apologize for the misunderstanding regarding the recent charge billed. Rental days are based on 24-hour ******s commencing at the time of pick-up. Additional days will be charged if the rental is longer than specified additional days begin after a 29-minute grace ****** and will be billed at a higher rate. Our records show that the vehicle was picked up on April 24, at **** pm and returned on May 1st, at **** pm. Therefore, you were charged for the additional day and late return fee.

As a one-time goodwill gesture, I have processed the credit for $10.00 for the late return fee. Please allow 5-7 business days for processing.

Regards,
Initial Complaint
Date:05/04/2023
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.
I rented a Tesla on April 11 and returned it April 18 at ********* Long Island when I was driving back home to ******** I noticed I left my car keys at ********* Hertz location where I rented the Tesla I spoke with ****** the guy that works there. He said he found the keys and he will ***** it overnight and will have the key the next day. I told him thank you I waited the next no key arrived I called them a week after he told me I sent it out to the wrong address his exact words he said he will call me right back never did. I call them again after two days he blamed his employer for sending out the key to the wrong address. He will not give me his manager or supervisors number to resolve this problem that is 100% his fault.it is not ***** fault . can someone please help me I tried everything for the last three weeks to resolve this issue. Two of My car keys and my house keys on the keychain missing. I spoke with ***** the address he sent it out to was totally wrong.
Business Response
Date: 05/10/2023
this in response to complaint#********
RR- ********* *************************,

I picked up Tesla ***** 11 and returned it ***** 18 *********, *********** tried to do this online, but the calendar doesnt go back to ***** it stays on may. my housekeys and two of my vehicles was on the keychain. Sent from my iPhoneOn May
ZjQcmQRYFpfptBannerStart
This Message Is From an Untrusted Sender
You have not previously corresponded with this sender.

ZjQcmQRYFpfptBannerEnd
I picked up ***** ***** 11 and returned it ***** 18 *********, *********** tried to do this online, but the calendar doesnt go back to ***** it stays on may. my housekeys and two of my vehicles was on the keychain.

Sent from my iPhone

On May 8, 2023, at 6:16 PM, Vishal K <*********************> wrote:

?Hi my house keys and my two Car Keys was on key chain like I explained before to ********* Hertz.

Sent from my iPhone

On May 8, 2023, at 6:14 PM, *********************************************************************** wrote:

?
[***********************************************************************************************************************]

Dear Vishal,

Thank you for contacting **. I appreciate the opportunity to review your concerns.

We apologize for any inconvenience regarding your house key left in the vehicle. Please be advised that lost-and-found issues are handled by the area manager. To ensure quick follow-** and response, it is best to use the website so your lost item is documented. Please go to the website at www.hertz.com and follow the process below:

Hover the mouse over "Contact Support."
Click "Lost and Found."
Follow instructions

Please be assured that the manager, or a member of their staff, will evaluate your inquiry and get back to you as soon as possible.

Thank you for bringing this matter to our attention. We value your business and hope we will be able to serve you again.
Regards,

Customer Answer
Date: 05/25/2023
Hertz still havent reimbursed me for my keys or found my keys

Business Response
Date: 06/05/2023
BBB Case number:  20016188
Res ID or RA #:  173849340

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

We apologize again for any inconvenience regarding your keys left in the vehicle.  We are always concerned when customers lose personal items. However, in accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles.
As indicated, lost-and-found issues are handled by the area manager. To ensure quick follow-up and response, it is best to use the website so your lost item is documented. Please go to the website at www.hertz.com and follow the process below:

Hover the mouse over "Contact Support."
Click "Lost and Found."
Follow instructions

Please be assured that the manager, or a member of their staff, will evaluate your inquiry and get back to you as soon as possible.
Thank you again for contacting us.

Customer Answer
Date: 06/16/2023

Complaint: 20016188

I am rejecting this response because:
I still have not received re-embarrassment for my lost keys

Sincerely,

*************************
Business Response
Date: 06/22/2023
BBB Case number: 20016188
Res ID or RA #: 173849340

This correspondence is being sent in response to a query made by **************************

Have you gone to the website and filled out a Lost and Found claim as suggested in our previous responses?

We are always concerned when customers leave personal property in one of our vehicles; however, in accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation and Dollar are not responsible for personal property left in our vehicles.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 08/15/2023

I tried to send you a response when you send me the email but it will not proceed for some reason so Im sending you the receipts and manager name is Alyssa *** number is **************.
Hertz wanted to reimburse me $250. I did not take ****** told me send me out the original receipts from dealership and I did but I have still no response. This is the only way I could get in contact with you thank you

Business Response
Date: 08/22/2023
BBB Complaint ID: ********
********************** Agreement # *********

Thank you for following up with us. Please complete a lost item report by visiting: *********************************************************************************************************************
If your lost item is found, you will be contacted by staff.
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently rented a car through the Uber/Hertz rental program. To clarify the actual location of this hertz location is ***********************************************************, however I did not see it in the drop down menu. Additionally, I am not sure if the complaint should be filed against Hertz or **** of America but both of these companies are involved in this complaint.To continue, I was renting a car and paying for it weekly per the agreement through my **** Of America debit card.Hertz requires the weekly fee to be processed through the bank, held for a couple of days and then deposited back into the account. The agreement is to pay the full cost at the end of the rental term and the car is returned. The first couple of weeks the payments went through fine. The third week it was declined because of a security alert. However the money was in my account and I had done business previously with Hertz.I spent hours on the phone with both with both of the representatives of these companies telling me that it was the others fault. **** of America didnt even see the security alerts which was VERY concerning. I tried to pay fairly for two weeks. The money was in my account but because of this weird security glitch they couldnt process the payment. Hertz then told me to return the vehicle, however, the location is 2 hours from me, also I would not be able to pay the full amount of the rental without saving more (which was my plan.)Long story short, they called a repo and told me to return the vehicle which I did as soon as possible. I arrived at the Hertz location and returned the vehicle. The employees told me I could pay with a payment plan however the next day my debit card was charged $3,005.20. I didnt have the money in my account.Yet, this was the same bank that for weeks wouldnt let $400-500 be processed because of security flags when I had more then that available. Needless to say I am now in debt and also out of a job. Thank you for your time.
Business Response
Date: 05/10/2023
This is in response to complaint # ********

RR-152262574 *****************

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

The charges for your rental have been reviewed and are correct under the Uber Terms and Conditions. Due to fluctuating airport fees and taxes, as well as the customer's ability to accept optional services at the time of rental, the amount quoted at the time of reservation is an approximate total.
Our records show that the vehicle was scheduled to be returned on March 1st, 2023, and was extended until March 15th, 2023. However; when the vehicle was not returned on March 15th, 2023. Hertz started with the retrieval process. This resulted in rental charges, late return fee charges, and ***** Rebill charges plus taxes and fees. Currently, we respectfully decline your request for a refund or compensation. A copy of the final invoice has been provide for your records.

Although I empathize with your frustrations our determination remains unchanged. This is our final determination on this matter, and it will not be reconsidered.

Thank you for allowing me the opportunity to review and address your concerns

Regards,
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is about a car booked through Hertz official website in *** for a rental in ****************) and an unauthorized transaction charged on my credit card for an amount of $2,511.00. I have spent over a month emailing several times a week hertz corporation about the unauthorized charge.Despite all the emails I have sent them and countless phone calls to their customer service, I have found very difficult to obtain an explanation for this transaction. After several weeks they finally sent me an invoice for a wind shield replacement that they accused me to have broken and they closed my claim without even asking any further questions or giving any details on this alleged damage.I had to call and send several emails to have the claim reopened with a lot of frustration because every email or phone call is answered by a new customer service agent with whom I have to start explaining the issue from the beginning over and over again. I provided them with a picture of the pre-inspection form that I took the first day of the rental. I have only a picture because even if I asked for a copy of it, the hertz employee at the rental station told me that they had only the original form that is to be kept by their office. Furthermore, Hertz didnt provide me with a paper copy of the rental agreement, nor with a digital copy of it by email, nor they have uploaded the rental information on my hertz web account. Back to the pre-inspection form (see attachment), you can see it is showing that the windshield was already broken at the time of the rental start day. I personally noticed it during the pre-inspection walk-around and had the hertz employee marking it down on the form.Despite several attempts to obtain evidence that the damage was caused by me, so far I haven't received any paperwork from Hertz Attachments:- pre-inspection form - Hertz invoice - credit card statement - online reservation
Business Response
Date: 05/18/2023
This in response to complaint# ********
RE: ***********************,

Thana you for reaching out to us. I apologize for the delay in response.

Attached is the documentation provided from the location.
Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review and address your concerns.
Regards,

Customer Answer
Date: 05/18/2023

Complaint: 20015366

I am rejecting this response because:
The pre-inspection report that was sent by the company is counterfeit. The original copy that I signed, as shown in the attached picture, was showing on the windshield only a check **** and a "1" underneath it to **** the presence of a damage exactly as shown on the wheels. After I signed and not in my presence the letter "O" was added in front of the check **** to make it look as an "OK". Same thing happened for the "description ********" that was not there at the time I signed that paper.
For some reason the local agency is trying to put on me the responsibility for a damage that was previously done by somebody else.
P.S:Please note that the original copy of the picture of the pre-inspection form is stored on my cellphone.

Sincerely,

***********************
Business Response
Date: 06/28/2023
BBB Complaint: ********
RR#*********
This is in response to ***************************************
A copy of the pre-inspection report is provided to you at the time of rental, We do not have any record that you reported *************** or issues with the pre-inspection report during your rental time frame or at the commencement of your rental. Based on the information provided by the ********** Claim team. A claim from your credit card company was received. Therefore, they will be responding directly to your credit card company with the necessary information and documentation.
We recommend reaching out to your credit card company directly regarding this claim for further assistance.

Thank you for contacting us.

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