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

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

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  Hertz

  114 International Way Huntsville, AL 35824-0000

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  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:04/11/2023

  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 car from Hertz *** ********** online for April 6-8 while I flew in town. According to my documents, I was supposed to be charged $289 with a $200 hold on my credit card. I get there to pick up my rental and was met with non stop issues. It started with my account being blocked. I had to call customer service which took me through a ton of automated systems before I could reach an agent, after an 1hr on the phone, they finally fixed their computer issue. Then I was hit with a $411 hold fee on top of my rental fee of $289. I did not plan for that as it was not stated in my documents that was provided to me. This cause hardship on my entire trip. I planned my trip accordingly to the documents that were provided to me and they informed me at the pick up that the documents that was sent and was also online was not accurate. No my fault the company provided me with inaccurate information and documents. This issue cause me to be stuck at the airport an additional 1hr. I had to take additional funds that I did not have and apply it to this rental so I would not continue to be stuck at the airport with my child. I want a full refund for this inconvenience and false advertisement. I was provided legal documents with my total fees due and to get to the location and be requested to pay something different that is not aligned in the document is completely illegal and unfair for traveling single parents.

  Business Response

  Date: 04/18/2023

  Complaint ID: ********
  ********************** RR#: L56761036

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any inconvenience or frustration caused to you by your recent rental experience. The Hertz location in ********** is an independently owned and operated Hertz licensee franchise location. As such, the licensee owner processed his/her own billing and invoicing. Therefore, your inquiry was forwarded to their offices for further review. We have since received their response and are including details below. 

  Our licensee owner states that unfortunately, upon your arrival to the branch there was a lock on your Gold Plus Rewards account due to there being no drivers license or credit card on file. Please note, Gold Plus Rewards members must have up-to-date information such as their phone numbers, addresses, drivers licensee and credit card on file or their account will  be suspended. This information is outlined in the Gold Rewards Terms & Conditions which must be accepted at the time of enrollment. Therefore, due to this error, the location was unable to rent the vehicle to you due to this error. At this time, they provided the phone number to the correct corporate team for assistance at which time the licensee owner came to the rental counter to help with the process with the loyalty team. For the wait, the branch also provided a complimentary upgrade into a Chrysler 300. 
  
  Once the before-mentioned matter was resolved, the charge card presented at the rental counter did not have the full available funds for the estimated rental total plus the mandatory security deposit hold. In most instances, if customers do not meet this rental requirement they will be denied rental. However, our licensee owner made an exception to standard policies and offered to allow you to use two charge cards for the rental, one for the deposit and one for the rental charges. 
  
  With the above in mind, we must respectfully decline your request for an adjustment or full refund of your rental charges. Based on the information provided by the licensee owner, the licensee provided assistance to overcome matters that were not Hertz error's. While we apologize for any inconvenience caused, a refund is not warranted. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19911502
  
  I am rejecting this response because: Even though there was a hold, it was determined when I contacted the customer service line that it had previously been resolved. Even when the district manager spoke with customer service and they informed him of the same thing, he still could not see it on his side. They had to create a whole new reservation just to be able to get this 1st part cleared. When it came to the hold deposit. It clearly stated that the hold would be $200 and the district manager also pulled the same information. Then I was told that is not accurate information and the hold is a greater amount. At this point I do not even care about the refund. I would like my Gold Member account completely closed and I will no longer be a customer for **********************. I will not even refer a close friend to rent from Hertz. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/19/2023

  This is in response o complaint #********

  RR-L56761036

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

  We apologize for any inconvenience or frustration caused to you by your recent rental experience. The Hertz location in ********** is an independently owned and operated Hertz licensee franchise location. As such, the licensee owner processed his/her own billing and invoicing. Therefore, your inquiry was forwarded to their offices for further review. We have since received their response and are including details below. 
  

  Our licensee owner states that unfortunately, upon your arrival to the branch there was a lock on your Gold Plus Rewards account due to there being no drivers license or credit card on file. Please note, Gold Plus Rewards members must have up-to-date information such as their phone numbers, addresses, drivers licensee and credit card on file or their account will  be suspended. This information is outlined in the Gold Rewards Terms & Conditions which must be accepted at the time of enrollment. Therefore, due to this error, the location was unable to rent the vehicle to you due to this error. At this time, they provided the phone number to the correct corporate team for assistance at which time the licensee owner came to the rental counter to help with the process with the loyalty team. For the wait, the branch also provided a complimentary upgrade into a Chrysler 300. 
  
  Once the before-mentioned matter was resolved, the charge card presented at the rental counter did not have the full available funds for the estimated rental total plus the mandatory security deposit hold. In most instances, if customers do not meet this rental requirement they will be denied rental. However, our licensee owner made an exception to standard policies and offered to allow you to use two charge cards for the rental, one for the deposit and one for the rental charges. 
  
  With the above in mind, we must respectfully decline your request for an adjustment or full refund of your rental charges. Based on the information provided by the licensee owner, the licensee provided assistance to overcome matters that were not Hertz error's. While we apologize for any inconvenience caused, a refund is not warranted. 

  To cancel your Hertz Loyalty Account. Please go to Hertz.com, login into your profile and you will be able to access your account.

  Regards,

• Initial Complaint

  Date:04/10/2023

  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.

  Easter Sunday. We returned a rental car to the ***************. **** up, took a car from us to do an inspection. We hadnt been gone 10 minutes when I realized I left my husbands cell phone in the car. We went back not thinking that we left it in the car, knowing that we left it in the car and they said that the cell phone was not in the car. I know we may not be able to get the phone back but I want hertz rental car to know that their employees are a bunch of thieves and liars and to top it off. It was Easter Sunday.

  Business Response

  Date: 04/13/2023

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

   

  Dear *****,
  
  Thank you for your inquiry concerning your lost phone. 

  
  Under the Terms and conditions of the rental agreement.Hertz is not responsible for personal property left in our vehicles. However,we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. Please provide me with the confirmation or rental agreement number. We will reach out to the location to see if the phone has been found.

   

  Regards,

  
  

• Initial Complaint

  Date:04/10/2023

  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 was absolutely verbally insulted & disrespected by store manager ****** on 4.7.23 following a 3-day rental, when he intentionally overcharged me & refused to re-rate the rental accordingly, whom told me to "take responsibility for your actions", "this is your fault", was otherwise accusatory, demeaning, agitating, abrasive, instigating, combative, confrontational, cut me off mid-sentence, was very short with me, rudely interrupted me, told me "your contract is closed" & then slapped the receipt on the countertop as if to say "shut up & stop talking", this following my challenge to his wrongful overcharging.I reserved this 'Manager's Special' on 4.4.23 at $28.36 per day ($41.60 after taxes) & visited my local Hertz at the **** Marriott to pick the vehicle up. There I met employee *********, whom gave me a tiny high-mileage ***** Spark as the 'Special'. I notified her that I would be extending the rental, she said that she could honor the $28.36 per day rental fee for the second day, but that the charge would increase to $45 for the third day. I agreed. When I returned, ********* instead re-rated my entire rental to $48.95/day for all 3 days, without my permission, knowledge, consent, & charged me a plethora of additional fees. I then asked for the Manager.That's when I had the unfortunate experience of meeting ****** & when the verbal insults began. I had a similar encounter with him over the phone on ****.2023 when I reserved another car & was met with a typically aggressive ****** whom hung up on me when I called to confirm. I then cancelled. He is unfit for the position as his natural 1st reaction is be condescending, rude, & combative. I requested the District Manager's info from CS to file a complaint, was given the name ********************************* ***************************************** but all emails were returned undeliverable both on **** & 4.7. If she is a real person, she also is not doing her job. I'm requesting my money back & an apology from *******************

  Business Response

  Date: 04/13/2023

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

  RR- ********* *****************,

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

  Thank you for reaching out to us. I appreciate  you brining this matter to our attention. 

  Please accept my deepest apologies on behalf of the Hertz team for the impression the difficulties you encountered and the impression the employee left with you at our *********, **  location. At Hertz, we aim to provide quality service before, during, and after a rental. Please rest assured your comments have been forwarded to the appropriate management team for an internal review. 

  
  We are famously known for a standard of high quality regarding our customer service. There is never a reason for an employee to be unprofessional. The impression our representative left with you is of concern to us

  
  While you were correctly charged, under the Terms and Conditions, if any changes or alterations are made to the original rental,reservation the rates are subject to change. This is including but is not limited to extending a rental, returning early, or changing the return location.

  
  As an apology, I have issued a credit of $111.98 for rate adjustment, return/late fee plus taxes and fees. Please allow 5-7 business days to post to your account. In addition, I have added 950 points to your Hertz Loyalty account to use towards a future rental.  

  
  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 fully.

  Regards,
  
  

   

   

   

  Customer Answer

  Date: 04/13/2023

   
  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:04/10/2023

  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.

  I pre-paid a reservation for April 1 at the **** St location of Hertz in Brooklyn. When I arrived, I waited more than an hour for a vehicle to become available, and the first car that came in was an EV that wasn't fully charged (it was about 40% charged). I never officially signed the vehicle out, nor did I receive a receipt. I checked to see if I had enough mileage to get to where I was going, and it looked like I did, but after an hour on the road, the mileage had dropped far below what was needed to get to my destination. I stopped at 6 charging points which were all out of service. Eventually I found one that worked and got it charging only to learn it would take 2 days to get fully charged. After 2 hours, it had only gained about 10 miles. ** this point I called Hertz and asked for an exchange, and was told that couldn't happen and the only thing was to return to the pickup location. I then had to call my accommodation for the birthday trip I had planned and cancel it (which couldn't be refunded at such short notice). I spent 7 hours on the road in total. The next day (04/02) I took the car back to ***********, waited 45 minutes to speak with someone, and was told I couldn't be refunded then and there because it was prepaid, so I needed to contact billing. So I called billing, who told me I couldn't be refunded without that being confirmed by the branch location, and to call back in 5 days. I just got off the phone from them, and found that there are no updates, and was told to call back in 5 days. It sort of blows my mind how much chasing I am forced to do, this has been really odd customer service to have not had anyone offer any sense that this is a solid concern that might require some empathy and not a rote response? I had to cancel my own birthday because of being given a car with far less charge than policy encourages, lost hundreds of dollars, and am now wasting hours chasing up a refund. Case number is ********.

  Business Response

  Date: 04/13/2023

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

  RR- 172172512

   

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

   

  I apologize for the inconvenience this may have caused you.  All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental.  We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review. 

  I have processed a full refund today of $246.39. Please allow 5-7 business days to post to your account.

  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. We truly value your business.

  Regards,
  

  Customer Answer

  Date: 04/13/2023

   
  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:04/07/2023

  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.

  04/03/2023. Vendor posted 3 incorrect charges to my corporate credit card and will not resolve the issue. I rented a car from them and the rate that was on my confirmation was for ***** per day. The vendor posted 3 different charges for ******, ******, and ****** all on the same day of 04/03/2023. The correct amount should be ******. The rate they charged me for was ***** per day which is not correct.

  Business Response

  Date: 04/20/2023

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

  RR- 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,

  Customer Answer

  Date: 04/21/2023

  The vendor has posted more fraudulent charges to my account for ****** on 04/10.  

  Business Response

  Date: 04/26/2023

  Complaint ID: ********

  RR#: L40017740

   

  Please be advised Hertz **********, ** is a privately owned location. We reached out to our **********, ** management team regarding your charges. They have advised they corrected the charges. Which corrected the amount charged to $137.00. I apologize for any inconvenience caused and thank you for bringing this to our attention. 

  Customer Answer

  Date: 04/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/07/2023

  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.

  On March 29, 2023, I rented a black 2023 ****** pathfinder. The vehicle was causing me problems so on the 30th of March, shortly after 10pm, I returned to Hertz at ***, to exchange the vehicle. Upon doing so, my jbl Bluetooth speaker fell out of an open zipper in my backpack on the passenger seat; my dirty laundry was also left in the back, as I gathered my purse, phone and backpack. I noticed the items were left once I got home. I immediately filled a claim, called the hertz airport #, and showed up to the airport a few hours later in person to retrieve my things. The lost and found **** ********** barely assisted me, told me incorrect information so I went to the night shift manager, ******. ******, was hesitant with helping me, didn't want to approach and ask his workers about the vehicle, did not provide me his last name or i.d. #, said he would contact me but never did. My speaker and clothes were stolen and I was sent an email saying nothing was found. I will be filing a police report on the matter.

  Business Response

  Date: 04/14/2023

  BBB CASE#: 19908841
  Hertz Res#: ******************* correspondence is being sent in response to a query made by ****************************
  
  I sincerely apologize for any inconvenience you may have experienced. We regret we are unable to locate the Rental Agreement in question with the information provided. So that we may better assist, please provide us with your 11-digit Hertz Reservation number (this begins with J or K) or 9-digit Rental Record number.  Once this information is received, we will begin our investigation as expeditiously as possible.

  Customer Answer

  Date: 04/17/2023

  To whom it may concern, 

  My apologies, the rental information is as follows; Car rental March 29th- April 3rd..HERTZ record# *********

  Business Response

  Date: 04/20/2023

  Complaint ID: ********

  RR#: 170349572

   

  Thank you for contacting us. I apologize for any inconvenience experienced. Please provide your lost and found claim number as well as a detailed description of the lost items so that we may reach out to the local team in ***************, **.

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:

  
  

  The Hertz company already has both my claim numbers on file and continue to say nothing was "found". At this point the property is stolen and not lost, as I attempted to retrieve my things not even an hour later, i called *** Hertz five times and nobody answered. The claim numbers are as follows; ********, 17199331.

  One is a large JBL Bluetooth speaker, black but changed colors when turned on costing $260. The other is a tan sac of clothing worth over $300. I would like someone to be held accountable for this theft or I'll have to take further steps and report this stolen property to the local police dept.
  
  ***************************

• Initial Complaint

  Date:04/07/2023

  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 paid for a rental car in advance to pickup on 2/18, when I arrived there were no cars available with a line of others dealing with the same issue.I have tried multiple times to communicate with customer service and they are not willing to provide refund. Date pickup should have occurred: 2/18 Amount: $132.72 Reservation Number: K4050365743

  Business Response

  Date: 04/14/2023

  BBB CASE#: 19908662
  Hertz RES#: ********************************* correspondence is being sent in response to a query made by ******************************
  
  I apologize for any misunderstanding regarding your recent credit.  After a review of our records,I can confirm a credit in the amount of $132.72 was processed on 02/18/2023.  Please see the attached receipt showing the credit for your review and 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.
  

• Initial Complaint

  Date:04/07/2023

  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.

  On the 24th of March I have double booked with hertz through Priceline. I had called to cancel both. I went back and forth between Priceline and hertz for 2 hrs. Finally hertz said the would refund me my money of $286.that it would take 7 to 10 business days. Now its been past that as of today 07 April. I called hertz today and they are saying that I have to go through Priceline. And Priceline is saying to go through hertz because the transaction in my bank account says hertz. So Im going back and forth between them again. Hertz is saying they wont accept the case number for the refund and I just want my money back no one is the hertz company that Ive talked to is helping or giving me resources to get my money back. They keep asking the same questions like they are trying to avoid giving me my refund. Its a never ending circle of the same questions and no out come. Its either under ***************************** or *******************************. And now Im having issues with Priceline. I just want my money back.

  Business Response

  Date: 04/14/2023

  BB CASE#: 19908402
  Hertz RES#:  K4413999768
  
  This correspondence is being sent in response to a query made by ********************************
  
  I sincerely apologize for the inconvenience you experienced with the delay in your credit. 
  
  However, I have issued a credit in the amount of $289.44 for the reservation you double-booked back to the credit card on your account.  I have expedited the process, please allow 5-7 business days for processing.
  
  Please know we take all customer concerns seriously.  Thank you for allowing me this opportunity to address your concerns.
  
  

  Customer Answer

  Date: 04/25/2023

   
  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:04/07/2023

  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 prepaid for a vehicle and was told to pick it up at a specific location. When I arrived I was told the reservation was for another branch that was already closed. When I tried to reach customer service I was told the best they could do was refund my money in **** business days and recharge me for the new location. When I said I did not have the money for that I was told that there was nothing else the could do. When I called corporate the next morning I was told I couldn't speak to a manager and that they would call me back in ***** hours. I have to pick up this car because it's last minute on a holiday weekend but I will never do business eith them again, and if you're smart you won't either. They admitted it was their fault but expected me to be the one to fix it.

  Business Response

  Date: 04/20/2023

  This is a response to complain #********
  
  Thank you for reaching out to us. I appreciate the opportunity to review your concerns.

  
  I sincerely apologize for the inconvenience your experience with your recent rental. Please be assured, the comments on your experience have been addressed internally.

  
  I have processed a full refund today of $405.24. Please allow **** business for the funds to post to your account.

  
  Please know that we take all customer concerns seriously. Thank you for bringing this matter to our attention.

  
  Regards

• Initial Complaint

  Date:04/07/2023

  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.

  When I made my rental reservation I declined the fuel purchase option. When I checked the car out, the agent asked if I wanted to prepay the fuel and I said NO. When I dropped the car off with a full tank of gas I noticed the amount on the hertz receipt was too high so I called hertz from inside the airport the same day as the drop off. Hertz asked me to send a copy of my gas station receipt which I did. There is no signature or initial indicating I wanted to prepay fuel. I have never prepaid fuel because the charge is about 10 times the cost of filling it up myself. The charge should be $259.97. I want a refund of $120.48. Attached is my gas station receipt showing I returned the car with a full tank of gas. Lastly, why would I fill the tank up before returning the car if I agreed to prepay and why would I pay $120.48 for less than 3 gallons of gas. I rented another car from Hertz at DFW on April 4th and declined the prepay. I also have reservations next week in *******, ************** and ********* and declined prepay when I made my reservations.

  Business Response

  Date: 04/11/2023

  BBB CASE#: 19908211
  Hertz RA#:   172871101
  
  
  This correspondence is being sent in response to a query made by **************************
  
  I sincerely apologize for the inconvenience experienced with the final invoice billed on your *******, ** rental.  After my thorough review of our records, I can confirm a credit in the amount of $99.55 has been issued for the fuel charged ($90.42) and the applicable taxes. This credit was processed on 04/09/2023 back to the credit card on your account, please allow 5-7 business days for processing. 
  
  Please know we take all customer concerns seriously.