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

  150 Freeport St Boston, MA 02122-2838

• 

  Hertz

  450 William F Mcclellan Hwy Boston, MA 02128-1144

• 

  Hertz

  910 Plymouth St Bridgewater, MA 02324-2815

• 

  Hertz Corporation

  89 Whalon St Fitchburg, MA 01420-7137

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:04/17/2023

  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 had decided recently to rent a car through the Uber car rental program through Hertz. Thinking it would be a good opportunity to be able to get back on the road after a recent car accident I had with my own car. I had initially made a reservation several weeks ago and was unable to secure a vehicle for over eight days after the reservation had been made anyway to make a long story short, I was finally able to get a vehicle secured by Hertz and had completed the pickup of the car on the 28th of March of 2023. I had received a 2018 ****** Sentra with nearly ****** miles on it and that is where my problems started with this vehicle. Everything from the weather stripping on the doors being worn out to the car having transmission and lighting problems and issues with the heating and AC controls I was unable to pick up passengers in abundance due to these issues and the weather at the time. I don't understand how Hertz is renting out cars to drivers that are in this condition and charging over $320 dollars a week. Anyway the car was not even roadworthy and was a hazard and I still had to pay for the car in the end even after bringing up my concerns to Hertz on this matter. I can say I'm not happy about this situation and yes I ended my contract on the date of 04/04/2023 and I'm glad that I did. I had been under the impression that Hertz would be giving me a new car, to drive around in. In turn I was given a used car that was longer roadworthy and should not have been on the road in the first place. I'm looking to get my money back through Hertz. This has never occurred on my end in renting vehicles ever. I don't know if Uber is aware of what's going on with their rental program or how Hertz is giving out used cars that should no longer be on the road. The only apology I was given by Hertz was a promise for a fifty dollar rental voucher in which I have yet to receive and nor will I most likely ever see it

  Business Response

  Date: 04/26/2023

  Complaint ID: ********

  RR#: 170124544

   

  Please accept my apology for your dissatisfaction with your rental. We reached out to the local team in ********* regarding your rental. They advised you selected this vehicle at pick up. You kept the vehicle for the full rental period. When you returned the vehicle on 04/04/23 you complained about the vehicle. The rental agent took the vehicle for a test drive after your return and found no issues with the vehicle.  Based on this information we respectfully decline your request for a refund.  

  Our **************** team responded to your email on 04/06/23 and as a gesture of goodwill offered you a $50.00 rental certificate and requested your mailing address to send it to you, however you did not respond to the email with your mailing address. 

  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:04/14/2023

  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 went to pick up a Tesla at the least expensive rate. Additional Products were added to my contract without being disclosed to me. The location is so busy trying to get people in and out they don't ask questions about what products a customer wants or what is necessary. Upon renewal of my vehicle, I questioned what LDW(loss damage waiver) was and was told its ******************** when in fact it is not per the Rental Agreement that I finally have a chance to slightly read over. I don't want the Additional Products on my contract. In addition to it not being what they say it is ********************* It is provided at an unaffordable rate of $9.47/day. I don't want any additional products on my contract because I can not afford them, it was not properly disclosed to me what it is, and I was never given the option to select LDW it was automatically added by the agent.

  Business Response

  Date: 04/26/2023

  Complaint ID: ********
  RR#: 162125084
  
  
  This is in response to *****************************
  
  
  While I do understand your frustrations with this matter,based on my review this rental contract is still open, and we are unable to make any changes to an open rental agreement. I recommend speaking with the location directly at the time of return. If you are unable to receive proper assistance once this rental has been closed, please reach out to hertz customer relations for further review.
  
  

  Thank you for contacting us.

• Initial Complaint

  Date:04/14/2023

  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 reserved a rental vehicle on 3/14/23 using a debt card paying the full balance of $1096.69. It turns out you can only pay with a credit card, so 40 minutes and 2 , 800 calls later, I was told I would receive the refund in **** days. I go to get the vehicle and it is missing, so I walk back and Hertz is using the vehicle to transfer people to and from the airport. 40 minutes later it is brought to ** dirty. We had to clean it ourselves, a 12 passenger van, in a pandemic. On 3/21 still no refund, so I call. They said it was never approved, the manager said he got it approved and it would be another **** days. I called multiple times during the next 10 days to check and was assured it would be refunded by 10 days. My wife called and the rep. laughed at her while she was talking to them. She was so frustrated at the situation and it did not sit well with my wife having the hertz rep laugh. I called 9 business days later and was told by a manager that it was approved on the 21st and will be deposited 4/4. I call on 4/4 and a different manager tells me it wasn't approved and the **** days is now starting over again. I requested the corporate number to escalate the situation and was told that the manager I was talking to was the highest level I could speak with and there was no corporate number. I have no confidence that I will receive my refund. There is no question that the money is owed to ** but for some reason they will not refund the money as we were told they would twice. On 4/3/2023 we received a letter from hertz stating that we never returned the vehicle. I called the number immediately and they said they showed the vehicle was returned and the rental agreement was closed and to ignore the letter and asked again about the refund and they told ** we would receive it on 4/4. At this point after receiving that letter from hertz I feel like we are being harassed and lied to. At this point we need your assistance in resolving this situation. Thank you, *********************

  Business Response

  Date: 05/03/2023

  Complaint ID: ********
  ********************** Res#: ********************** 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 confusion caused; however, our records show the refunded amount of $1096.69 was processed to your charge card ending in xx-**** on 04/07/23. This credit will take up to 5-7 business days to show on your account statement. Attached is a copy of the refund invoice for your review and record. We can also confirm your rental under contract #********* has been closed out as returned as of 03/25/23. The return date listed on your final invoice is 03/20/23. Please be assured your concerns will be addressed with appropriate management for their review and corrective action where deemed necessary. 

• Initial Complaint

  Date:04/14/2023

  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 mailed me a threat in the mail demanding I pay an invoice or else theyd report me as delinquent and ruin my credit. They mailed this notice to my parents home which I havent lived at for years and was never on my original rental agreement. I successfully chargebacked this rental due to: the hertz corporation harassing me and insulting my character over a damage claim that has since been sent to another agency to handle. They also claim on their website I do not owe the company for the rental. I assume this is for my initial complaint with hertz corporate for attacking my character and being extremely rude and unprofessional through this matter and sending me threats and preposterous customer service. I won the chargeback through AMEX in which they sided with me. If anyone owes anyone money, it is hertz, for they have screwed me out of multiple rentals, multiple times Ive gone to their locations and been told theyre either closed early or out of vehicles, to never be helped. I wish this company stops contacting me and ends our business-client relationship as is, especially since they have attempted to make a debt collection effort sent to the wrong address purposefully to make it so that I wouldnt see it and they could proceed without response. Luckily my parents give me any mail mistakenly sent to their home when I see them on occasion. Upon checking their payment site they sent me, it doesnt even exist or work, therefore its impossible to pay online anyways. Please refrain from contacting me again and accept the fact you lost the chargeback and have done me wrong on multiple occasions.

  Business Response

  Date: 04/14/2023

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

  RE: Unknown

   

  Thank you for reaching to us. I appreciate you allowing me the opportunity to review and address your concerns.
  
  Regrettably, there are no specifics in your query. Please provide a Rental Agreement,Reservation number, and the city and state of pickup. Once this reservation is received, I will review your concerns and provide you with a response as quickly as possible.

  
  
  Regards,

• Initial Complaint

  Date:04/14/2023

  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 got a rental through Hertz to use with Uber on 4/04/23. The rate is $260 a week. I was charged $302 on 4/12/23 but my extension has not been updated. I have spoken to several representatives and even went down to the office in person and it has not been resolved. Since the charge is still "pending" or processing they wont update and my bank won't return the funds until they are posted. My money is gone and they are also considering my rental delinquent and I will be banned from renting through Hertz. The only option I was given was to pay over $600 to renew the contract and my money would still not be returned and it would still be considered delinquent. I shouldn't have to pay twice for an error. Also there was still yhw chance it would be pending as well. I need this car to work and support my family. I have 2 small boys one which is special needs. I dont want to be in bad standing with Hertz and lose this car when ive done nothing wrong. I just want my account to be extended and out of overdue status. I have the proof of Charges from my bank, the call logs, the emails as well as my documented visit to the office.

  Business Response

  Date: 04/14/2023

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

  RE: Unknown

   

  Thank you for reaching out to us. I appreciate you allowing me the opportunity to review and address your concerns.
  
  Regrettably, there are no specifics in your query. Please provide a Rental Agreement,Reservation number, and the city and state of pickup. Once this reservation is received, I will review your concerns and provide you with a response as quickly as possible.
  
  Regards,

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will give them another opportunity to rectify the problem but they have not yet resolved it. They are only asking for details but not making any offers or promises of actually doing anything. 

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

  Customer Answer

  Date: 04/18/2023

  I've had to repost my complaint because they were sneaky and made it seem like they were going to help and I accepted the answer unknowingly. I rented a car from hertz for uber on 04/04/2023 at a weekly rate of $260 and a return date of 05/02/2023. I received a text message about extension and I replied to extend. I was charged $302 on 4/12/2023 but the extension was not applied. The funds have been taken out of my account but are still pending. Ive been receiving menacing calls everyday since. Although I've spoken to several representatives to resolve the issue and Hertz has refused to help in any way. Instead they tried to charge my card again for $362 and placed me on delinquent status. Their reasoning is that since the funds are pending they have not received it but they refuse to process or cancel the charge and my bank won't release the funds until after 5 business days have passed kn accordance to state law. They have acknowledged that the pending funds appear on their system but they are still refusing to update my account or cancel in order to recharge me and not chatge me extra or twice. The only other option they gave me was to buy out another contract which would not only not return my funds but would charge me an additional $200 deposit and a higher weekly rate of $380 plus fees. Totalling over $600+ funds I do not have. This on top of the the $300 that is still pending. I need this car to work on uber and provide for my family especially my 2 year old who has special needs. Please update my extension and stop the delinquent status, the menacing calls and the threats of banning me from Hertz when ive done nothing wrong. I have proof of the funds leaving my account, phone call logs and email messages as well as the documented 3hr visit to the office. Rental Record #*********

  Business Response

  Date: 04/20/2023

  Complaint ID: ********

  RR#: 173857364

   

  I have reviewed our records and confirmed when you called to extend the rental you were advised the credit card declined, therefore the extension could not be processed. You asked if you could use a  different credit card and you were advised the form of payment could not be changed over the phone nor on an open rental. 

  The options available to you are to call and extend the rental with a credit card that has the funds needed to extend or to return the vehicle, close the rental and start another rental with a credit card that has the funds available. 

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19933250
  
  I am rejecting this response because:
  It was absolutely not true and inaccurate. The funds were available and the card only declined initially for fraud prevention. The payment went through after and it became stuck on pending because Hertz refused to process it and the bank has to legally allow Hertz 5 business days to process it before they are returned to my account. So I was charged, booking not updated and then I was not able to have them charge me twice because the funds were not available to me. Although I'm sure every other payment would be stuck on pending. Just losing money. Then they were released on 4/18/23 and I retried the payment and it is currently AGAIN stuck on pending without any update and I called AGAIN. How am I supposed to pay multiple  times when the funds have been taken out of my account? So I'm currently waiting until Monday when they will be available again. At the minimum please remove the extra charges and overdue status once I pay IN PERSON. It's insane you dont allow a different method of payment over the phone. 

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

  Business Response

  Date: 05/23/2023

  Complaint ID: ********

  RR#: 173857364

   

  I apologize for any misunderstanding, however the rental was processed as well as the authorizations in accordance to our rental terms and conditions. Although your total charges were $1240.32, our records indicate Hertz only collected $584.20 and there is currently a balance owed of $656.12.

• Initial Complaint

  Date:04/14/2023

  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.

  Upgraded a hertz rental and the radio and gps did not work. Was told there was nothing they could do about it. Drove 20 hours with no radio or gps from ******* ** to ******, **.

  Business Response

  Date: 04/14/2023

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

  RR- 162831572

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

  According to our records, a T Class was confirmed on the reservation.  At the time of rental, a T9 class  was accepted for an additional charge pf ($150) per day.  A copy of the signed rental agreement has been provided.  We apologize for any misunderstanding however, you had full use of the rental car for the duration of your scheduled rental. Therefore, the charges have been reviewed and are correct and no refund is warranted.  

  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 concern.

  Regards,

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19934232
  
  I am rejecting this response because:

  I paid to upgrade to a vehicle that was not as advertised to me by the desk at ***************************** and was refused to change to an operable vehicle.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/20/2023

  Complaint ID: ********
  ********************** RR#: 162831572

  This correspondence is being sent in response to ********************** 

  Please accept our sincere apologies that the vehicle provided did not have the options or extras you *** have been expecting or preferred. We try to provide a vehicle that includes all desired options; however, there are times when the vehicle provided does not include these extras. Many consumers assume all vehicles will have all the amenities possible, but we are supplied a highly varied fleet that *** not include all the offerings available. We are truly sorry for your dissatisfaction with the vehicle offered or received.

  While our previous response was not the desired outcome, we must advise that our decision and response remains unchanged. Our decision is based on the rental contract which shows the upgrade to the larger vehicle class was accepted and signed for. Additionally, there are no records that a call was placed to our ******** Services team for arrangement of a vehicle exchange. If a customer is unhappy with the provided vehicle for any reason, they are encouraged to contact our ERS team as soon as possible to arrange for a vehicle exchange. This service is offered with as little inconvenience as possible to our customers. 

   

• Initial Complaint

  Date:04/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a rental car for 3 weeks and one day from the hertz location on hunter st in ******** ** *****. When returned, the employee was washing cars and told me she would email my receipt as soon as she was done washing current car. So I dropped my car off, handed her the keys and left. I never received my receipt. I received the charge a day later plus $150 cleaning fee (I have rented on more than one occasion and never accrued that charge). I had the car for 3 WEEKS,so yes it needed a vacuum and outside wash. when I called to have the fee explained to me the woman who answered the phone at 4:55 was extremely rude. Told me that my car was extremely dirty, would not let me speak l, kept calling me SWEETIE which is unacceptable and very demeaning. Would not send me my rental receipt even though I was told it would be sent and wouldnt send me the pictures of the car for excessive dirtiness even though I was sent pictures in the beginning now I cannot receive my pictures of what Im being charged for? I have always walked through my rental returns and this time I wasnt , this is a scam and your employees are in need of immediate customer service training. I was charged $150 for a vacuum and wash after paying $300+ for a weeks worth of use. Also your cleaning policy isnt specific its up to your crew to decide doesnt state what is excessive. Rental agreement number: *********

  Business Response

  Date: 04/14/2023

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

  RR#*********

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

  I apologize for any misunderstanding regarding the charges billed. Our records show you were billed for outside washing feel when you returned.

  
  As a gesture of apology, a credit of $150.00 was processed today. Please allow 5-7 business days for the funds to post to your account.

  
  Please know that we take all customer concerns seriously, and I want to thank you for allowing us the opportunity to review and address your concerns.

  Regards,

   

   

  Customer Answer

  Date: 04/17/2023

   
  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:04/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Hertz rental in *******, *******. My rental record #*********. I was told before I accepted the vehicle, that it was a hybrid. I was told that I'd have to wait for an additional hour if I didn't want this particular vehicle. I accepted the car (as an hybrid), and drove it the less than 15 miles from the airport to my home. When I got up the next morning, I realized that the vehicle needed gas. I drove straight from my home to the gas station, where I discovered the car to be, in fact, all electric. I had never been in an electric car and have never charged one. I didn't make it to a charge station as the car ran out of "charge" as soon as I left the gas station. I called the roadside assistance and they had me waiting on the side of the road for more than 4 hours in below freezing temperature. After getting the run-around for over 4 hours, I called a tow of my own and had the car towed to the nearest charge station. Unfortunately, the charging station was inoperable. So, it was back to Hertz roadside assistance. After another 2 hours, they finally arrived and towed the car back to the service center and took me back to the airport for another car. I expressed to the customer service representative, that I'd demand my reimbursement for the towing as it was not my fault that the car wasn't charged before being released to me. Hertz has ignored several attempts to resolve this matter and I have sent them a demand letter(The Hertz Corp. **********************************************************) that they have also ignored. My demands are as follows: reimbursement of all expenses incurred as a result of failure to ensure that vehicle fully charged before releasing vehicle for rental. $150 initial tow $101 service fee for running out of charge $205 second tow charge $185 loss of wages $500 punitive damages *********************** ****************** *********************************************************** ************

  Business Response

  Date: 04/17/2023

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

  RR- 116742242

   

  Thank you for reaching out to us. I appreciate the opportunity to review your concerns. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability.  

  I have issued a credit today in the amount of ****** for  towing and ERS charges. Please allow 5-7 business days for the funds to post to your account. I apologize for the inconvenience this has caused you.

  Regards, 

   

   

  Customer Answer

  Date: 04/17/2023

   
  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:04/13/2023

  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 vehicle from Hertz on 4/7-4/8, rental agreement L46989865. I put only 39 miles on the vehicle (spent the entire weekend at a child's sporting event) and filled up the tank prior to returning. I no longer have my official receipt therefore I am unable to get reimbursed ( I attached a bank statement pic but is limited on details). They are charging me a fuel charge of $61 dollars for driving 39 miles.

  Business Response

  Date: 05/10/2023

  Complaint ID: ********

  RR#: L46989865 

   

  Thank you for contacting **. Our *********, ** location has advised they spoke with you on 04/12/23 and issued a refund for the fuel charge on the same date. I apologize for any inconvenience and thank you for bringing this to our attention. 

• Initial Complaint

  Date:04/13/2023

  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 reserved a standard SUV with hertz via AAA (Triple A) on 12/31/2022. The pickup date was 4/3/2023 with drop off date of 4/9/2023 for a prepaid price of $384.31. Rental record #********* (AAA reference #K35822307D9). Upon my arrival at ***** airport on 4/3/2023, the customer service agent asked if I would like to signup for a loss damage waiver. I explicitly refused to sign up for anything since I have AAA, credit card insurance and motor vehicle insurance. During the finalization of my checkout, I had to sign several things on the screen which I thought was part of the process of finalizing/checking out the car. Furthermore, since the price shown on the screen $368.47 which was similar to the price I prepaid for, I just assumed that the price being shown on the screen was for the prepaid amount. Once I got to my hotel and realized that I was being charged for loss damage waiver which was refused. I've tried to contact hertz on numerous occasions (14 times) to remove the loss damage waiver on multiple different numbers provided online. None of the numbers that I've called led me to a customer service rep and hung-up on my call after ringing numerous times. Local hertz that I've rented from was not reachable and even still not reachable. I called hertz once more on 4/10/2023 and I was able to successfully get connected to a customer service ********** tried to contact ***** airport hertz (local hertz) and failed to get through. Since they couldn't talk to the local hertz location the customer service rep advised, if I don't see a refund posted with 5-8 days that means my request for a refund was rejected. This is unacceptable. Attached is my phone record of the number of attempts that I've made trying to get in contact with hertz, AAA receipt and Hertz receipt.

  Business Response

  Date: 04/14/2023

  This is a response to complaint#********

  RR# 173335396

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

  
  The charges for your rental have been reviewed and are correct. 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. I regret any misunderstanding regarding the estimated charges quoted. Your contract shows as accepting (LDW) Loss Damage Waiver at the time your reservation was confirmed. ( Had an accident or loss occurred during the rental, Hertz would have honored the Terms and Conditions of the Rental Agreement.)  A copy of the signed rental agreement has been provided for your records. Therefore, no refund is warranted.

  
  Please know that we take all customer concerns seriously.  

  Regards

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19927516
  
  I am rejecting this response because:

  I've attached and sent you the screenshot of 14 phone call attempts to get in touch of hertz to rectify the issue during my rental.  No one answers the calls.  Now that my rental is over, you are not willing to correct the issue.  Furthermore, the amount showed on my reservation confirmation email was not an estimated total but rather total prepaid amount.  I really hope eveyone realise how corrupt and shady hertz is.  Never picks up the phone duirng the rental and tells its customer you had the chance during the ********************** to fix it and now since the rental is over its too late.  
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/21/2023

  Complaint ID: ********
  ********************** RR#: 173335396

  This correspondence is being sent in response to **************** 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. The documentation indicated in your most recent response is not attached for our review. If a customer has an issue with the terms of their rental contract, this will need to be addressed at the rental counter. In the case of coverages, customers must return to the Hertz counter so that the vehicle can be inspected and a new contract drafted. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.