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

7,189 total complaints in the last 3 years.
1,717 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:04/06/2023
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.
Rental Record ********* The location failed to provide pick or drop off service when properly contacted more than 24hrs in advance to a place within a 15 minute drive. The location stated they would only reimburse for a lyft if an insurance rental. The employee at the location stated Hertz needed to update their website to properly state they do not provide pick up or drop offs unless an indurance rental. Please reimburse the two lyft charges in the amounts of $12.49 and $10.87.
Business Response
Date: 04/07/2023
Complaint ID: ********
RR#: 162576934

Please accept my apology for any inconvenience caused. A review of our records indicates the refund of $23.36 was provided on 04/06/23. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:04/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental record number *********. I travel for work and am a gold member with hertz. I rent a car about 20 days a month. I was given a Tesla with an electrical issue. They refuse to give me refund for the tow totaling 458$. Ive contacted them in person at two locations at hobby and ****************. I have chatted with them and showing you documents below. I have a case number with customer relations ********. They refuse to refund my tow for a car that was not working properly. I was stranded with my child and grandma on the freeway at midnight. Please help me get this refund. I would also like extra refund for I lost a day of work as I had to get two Ubers to get another car.
Business Response
Date: 04/06/2023
This is in response to claim # ********
Dear ******************,
Thank you for reaching out to us. I appreciate the opportunity to review your concerns.
I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of safety we stand by as a brand. 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 about your experience. Your comments have been forwarded to the management team for internal review.
Our records show a credit in the amount of $458.00 was processed today. Please allow 5-7 business days for the funds to post to your account. Additionally **** points was added to your loyalty account. Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to address your concerns. We truly value your business and loyalty.
Regards,
Initial Complaint
Date:04/06/2023
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 Dec. 10th I was involved in an accident, I was instructed through my insurance to drop my car off at an auto body shop in ****** and they would prove me a rental car from Hertz in *********** Dec 14th I picked up my rental car and returned it on Dec. 28th. On January 27th I received a bill from hertz claiming I owed them $2113.84, for having the vehicle for 38 days. I have called hertz every week since receiving that bill, they have instructed me that theyre working on resolving this problem. It is now April and ** still trying to resolve this problem, they refuse to put the bill on hold and now I just got a letter from collections because I did not pay my bill. The suctioned service is awful no one can help me or try to resolve the problem. I have physical proof I did not have the car for 38 days. I keep being told by hertz there is nothing they can do.
Business Response
Date: 04/27/2023
Complaint ID: ********
RR#: H82712044

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

Thank you for taking the time to speak with me. I have reached out to our collections department to have the overcharged portion of this bill reversed, once I have received confirmation on this matter being resolved I will reach out to you via email.

Thank you for contacting **.
Initial Complaint
Date:04/06/2023
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 have sent several emails to an email address given to me by Hertz customer service *********************************** notifying Hertz that a series of unauthorized, fraudulent charges citing Hertz as the merchant have been made against my credit card. The first charge occurred on December 13, 2022 and the latest occurring March 28, 2023. See the attached file HertzComplaint.pdf for full email thread. My first request was sent on March 16, 2023 with two follow-up emails in the ensuing time. To date, I have not been contacted by Hertz in any manner nor has there been any indication the company has done anything to address my complaint. As a result of these fraudulent charges that I have been reporting to my credit card company, they are requiring the cardholder whose card these charges have been made against to reverify their information. As the full text of the email in the attached file says, I only want Hertz to investigate these fraudulent charges and to stop submitting them.
Business Response
Date: 04/14/2023
This is in response to complaint#*******

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

Thank you for contacting us. I appreciate you allowing me the opportunity to review your concerns.

I can certainly understand that you are concerned regarding your fraudulent charges. Please be assured, I l have sent the information to the appropriate management team in the **************** for further assistance.
Please know that we take all customer concerns seriously and I want to for allowing us the opportunity to review and address your concerns.

Kind regards,
Customer Answer
Date: 04/14/2023

Complaint: 19898380

I am rejecting this response solely due to the fact there appears to be a misunderstanding by the Hertz representative as to who is actually making the complaint and I don't have a direct channel to correct it. The response from Hertz is addressed to "*********************". As I stated in the previously attached pdf containing my email thread, that name was used to make the fraudulent rental charges in the Hertz system. "*****" is NOT an authorized name on the credit card account which the fraudulent charges were made. If he is a real person, he is not an acquaintance of any authorized card holder on the account. I also am looking for direct communication from Hertz and a channel I am confident in using should I need to report additional fraudulent charges made on my credit card account.

Sincerely,

***************************
Business Response
Date: 04/20/2023
Complaint ID: ********
This correspondence is being sent in response to ****************************
We are very sorry to hear that you have charges on your account for a ********************** which is not your own. Since this is a fraudulent charge to your account, a police report will need to be filed with your local police department. If you have already filed this report, please forward this information to us so that we may notify the appropriate management teams.
Initial Complaint
Date:04/06/2023
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 reserved and paid for a car on April 3rd to be picked up at 10am at their ********** location April 5th 2023.I received a call at 630pm april 4th to inform me that the location of my pickup was sold out of cars. They could not confirm pick up for any other location because the other locations were closed. I called back the next morning (the morning of pick-up) to be told they have cars at the *********** but i would have to pay a whopping $863 to pick up a car from this location. I had already paid $273 to reserve this rental at the ********** location. **************** offered no other solutions. they could not even give me information on when a car would be available at the place i originally booked. This is a huge inconvenience and the customer service i would rate at 0 stars. I can not believe how terrible of a transaction i have had without even being able to actually pick up a car.
Business Response
Date: 04/07/2023
Complaint ID: ********
Res#: K4513798946

I sincerely apologize for the inconvenience experienced when we were unable to provide a vehicle for your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
As a gesture of apology I am mailing you a $50.00 rental certificate to use towards a future rental. Please allow up to 7 business days for the certificate to arrive in the mail.
Initial Complaint
Date:04/06/2023
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 paid for a EZ-pass service for $20.99 a day, but did not receive a transponder. I contacted Hertz **************** line, but did not receive a live rep for over 30 minutes. Once I got a hold of a live rep, I was told by service rep **** that the only option was to return to the original location where I rented the vehicle and I was far from the original fleet site. An incident occurred where I needed ************** and i was not able to get a live rep and I had to wait until the next day to contact the emergency towing phone line. I contacted Hertz at around 10am on 3-25-23. After about 1 hour,a Rep named ****** responded to the call. She initiated the process but stated that she would need to call me back after an hour communication. After 30 minutes waiting, I called back and I was informed by the next rep that there was no information stored by the previous rep. ** this point, I informed the rep that I have been on the phone since 10AM and needed a resolution and that the police officers had advised me to drive the rented vehicle to the nearest Hertz location and to use the police report slip as proof of documentation. I asked the rep if exchanging the vehicle was a simple process and if there was some form of information required to exchange the vehicle. The rep provided me with case number ********* and assured me that I would not have an issue and that the front desk clerks would take care of matters as soon as I would provide the case number.Upon getting to *****************, Manager ******, employee number ******, provided horrible service and downgraded my rental to a smaller vehicle. When I asked for an upgrade with out of pocket expenses, I was denied and given a much smaller vehicle. I was charged for an incidental from my deposit and Hertz failed to respond in time of need.
Business Response
Date: 04/07/2023
This is in response to complaint #********

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

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

I want to take this time to first apologize for the confusion in this matter, and the lack of callback from ************* when contacting our (ERS) Emergency Roadside Team.

The interaction you had with our staff during the exchange process is not the service we strive to uphold. Please be assured your comments have been provided to the General Manager of this facility to review and take the necessary corrective actions. will have this investigated by the location so this issue can be corrected.

As a goodwill gesture. I have issued a credit of $50.00 for the downgrade. Please allow 5-7 business days for the funds to post to your account.

Regards,
Customer Answer
Date: 04/07/2023

Complaint: 19897503

I am rejecting this response because: Lack of diligence that Hertz took to look over the matter. What was involved was more than a downgrade of a vehicle. I was also charged an additional fee of ******* on top of the $238.20 that I originally paid the third party company for the rental, which barely covers the totality of all the payments and hardship I experienced with Hertz. I dealt with a biased employee and several other employees who failed to rectify the issue in due time. I will be moving this issue forward and I will be seeking legal counseling to further guide me in these matters.

Sincerely,

*************************
Business Response
Date: 04/10/2023
This is in response to complaint 19897503

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

Please accept my apologies on behalf of the Hertz Corporation that you felt the need to escalate your concerns with your recent experience. I sincerely regret your experience with Hertz, and we did not meet the high standards of service we strive to maintain.As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.

Our records show credit of $50.00 was processed on March 7th for the downgrade. In addition, I have processed an additional credit of $50.00 today. Please allow 5-7 business days for the funds to post to your account.

Best Regards,

Customer Answer
Date: 04/10/2023

Complaint: 19897503

I am rejecting this response because: I don't know if the response is a bot or an automated teller. The response provided is not a resolution. I have yet to be contacted by a staff member from Hertz ***************** I would like to have the incidentals fee refunded back to my account and I would like to know the progress of the investigation and disciplinary action for the employee who was disrespectful and untactful.

Sincerely,

*************************
Initial Complaint
Date:04/06/2023
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.
RENTAL #: ********* Uber has a program where they collaborate with local car rental locations to rent a car through them for the sole purpose of driving Uber. There are very specific terms in that you must drive a specific amount of time to keep the car rental. On Tuesday, 3/14/23 I reserved a car under the Uber Driver Program through Hertz, located at **********************************************************************. Confirmation #K4314745583. The rental agreement was from 3/15/23 3/22/23. On Wednesday, 3/15/23 I picked the car up for the sole purpose of being able to drive for Uber to pay for the weekly cost of the car. At that time a charge of $637 was charged to my debit card.After numerous attempts to go online and being unsuccessful, on Friday, 3/18/23 I contacted Uber Support to determine why I couldnt go online to drive. I was informed by Uber Support at that time that I was unable to go online because I did not have a valid car in the system. I informed the representative that I had just rented a car through Uber with Hertz. The support representative asked me to look at the app to determine if the car was on my profile and I informed him that it was not. I then tried to personally add the car to my profile, however, was informed that only Hertz could add the card as there were specific forms that needed to be attached to my Uber account. I then inquired as to whether or not my car rental would be extended as it was not my fault as to why the documents were not uploaded. The customer support worker informed me that he would look into it and someone would give me a callback. I then attempted to contact the actual Hertz location and they were closed and not open again until the upcoming Monday. On that Monday, I contacted Hertz support and was informed that they could see that I had rented the car and that everything was uploaded for Uber. I contacted Uber again on Tuesday, 3/21/23 regarding this issue to no avail. On 3/22/23 my funds were refunded to me. At this point, I was under the impression that the issue had been resolved and that I could work with ****. I received a text from Hertz saying that if I chose to keep the rental all I had to do was keep the car, which I did give the refund. By Friday, 3/24/23 I contacted both ***************************** support again because I noticed that the rental car had not been added to my profile. By now Hertz was saying it was Uber and Uber was pointing fingers at Hertz. After a great deal of turmoil, financial distress, and an inability to rectify the situation I returned the car to the Hertz location. Upon my arrival, I was greeted by *****, the Manager who had initially serviced me. I explained to her what had taken place over the past 2 weeks. She then asked to see my driver app. I showed her that the car was not present on my profile. She then did something on the computer and then the car showed up in my profile. She then asked if I wanted a creditor to keep the car and I explained that I wished to simply wanted the credit to my account and return the car. I remained present at the facility for well over 3 hours trying to get this matter resolved. During this time I also contacted **** in the presence of ***** and another associate and **** reiterated that the car had not been placed on my profile as the paperwork had not been submitted to them. They reported that the car was then showing on my account. The call was on speaker and ***** was able to ask any clarifying questions. It was again reiterated that the required paperwork was never uploaded correctly. After such a long stay at the Hertz office, missing day of work and becoming lightheaded and dizzy I ordered myself something to eat upon my return back to the Hertz office, ***** informed me that the issue had not been resolved and that I could return home and that she will call me in the morning. She did not call me. I then called her after I noticed that a charge of $728 had been placed on my debit card.I, again, spoke with ***** who informed me that I was going to be refunded the money and assured me that she was still working on the situation. On 4/4/23 I noticed that my checking account was -****** I realized that Hertz had charged me a$994.57. I, again, attempted to contact Hertz to resolve this matter. Again, to no avail. I am disputing this charge in that Hertz did not act in good faith after the error had been brought to their attention. I was ensured by the Manager, ***** that the charges would be credited back to my account and therefore I did not authorize ANY payments to my account. I was never able to drive Uber and therefore Hertz violated a contract in that they knew what the sole purpose was when I rented the car.
Business Response
Date: 05/03/2023
Complaint ID ********
RR# *********
This is in response to **********************************

I regret the inconvenience regarding this matter the Terms and Conditions of this rental contract was accepted and signed for at the time of pick up. Our records indicate that this rental was utilized during the rental period and ************************* accordance with the Terms and Conditions of the attached SRA, the charges billed for this service is valid.

Adjustment credits are based on information which, in this case, does not support an adjustment to the additional charges billed. As we were not present for the conversation between yourself and our representative, we must rely on documentation available.
Initial Complaint
Date:04/06/2023
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 Nov 28, 2022 I rented a car from Hertz. RR#*********. I returned the vehicle on 1/11/23. When I returned the car Hertz charged my credit card $1118.15 in which that amount was taken from what available credit was on my card, but they never released the money on hold nor did they return my $200 deposit. I wrote to the executive office at hertz with the issue and asked them to show me proof that they released my deposit and the money that had on hold and they replied back saying unfortunately, they dont keep paper trails on deposits or monies on hold. I spoke with my credit card company and they have no record of hertz releasing the funds for either of the above transactions. I am now out $1318.15 and I want my money back. I am really frustrated at this point and Id appreciate it if you would help me get to the bottom of this issue so I can get my money back. My credit card company is Ollo Card.
Business Response
Date: 04/07/2023
This is in response to complaint# ********
Dear ***********************,

I appreciate you allowing me the opportunity to readdress your concerns.

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:04/06/2023
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 returned my rental car rental record L5673373 on February 20, 2023. My black jacket was caught in the latch of the hatch. No one was available in the garage when I was returning it that morning to assist. The person at the counter told me I would receive an email from Hertz telling me how to get my jacket back. She said they would mail it back to me. Since then I have not received an email. I have tried contacting the facility at ************ without success I have also tried contacting the Hertz Airportrental at Eagleautollc.com with no success I have also contacted Hertz executive customer service team at ************ without Success. They referred me to Hertz Lost and Found. There is no Location for ********** ******* airport on their online lost and found. Hertz lost in found was not helpful. I also contacted airport services. They tried to help by contacting the counter directly. No success in getting my jacket that way. I also filed a claim for a lost jacket today. That number is ********. I was told I would receive an email confirming that report. I have not received an email for that report. Please help me get my jacket back or have them replace my jacket. The jacket is a black jacket with three zippers. It says Black Hills on the front. The manufacturer is Prairie Mountain.
Business Response
Date: 04/06/2023
This is regarding complain #********

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

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. I reached out to the location and provided your name, telephone number and email address for them to reach you with the status of your lost item. You may also check the status on lost item online.
Thank you for bringing this matter to our attention. Your business is valued and hopes to be able to assist you in the future.I apologize for the inconvenience this has caused you.
Regards,
Customer Answer
Date: 04/06/2023

Complaint: 19896322

I am rejecting this response because:

This was NOT a lost item. My jacket was stuck in the latch of the door of the hatch. There was no one on the garage to release. The desk clerk was given all my contact information when I dropped the car off . The Hertz counter person was clear that they had my jacket m, it was stuck in the door (coild not be released because the car hatch door was not open or closing. The hatch door was NOT operating properly. The clerk at the desk said Hertz would email me with instructions on how to get my jacket whe they released it from being stuck in the hatch door latch. At this point this looked like a stolen jacket, not a lost one. I suspect cameras in the area would confirm if operating and related recordings are reviewed by airport security and/or others.

Sincerely,

*************************
Business Response
Date: 04/13/2023
Complaint ID: ********
RR#: L56733773

Please be advised we have reached out to our ************** team and they have advised the jacket was not located and they have no record of the item ever being in their possession. They have advised if it surfaces they will contact you to arrange return.
Customer Answer
Date: 04/17/2023

Complaint: 19896322

I am rejecting this response because:
I had a conversation with their front office about the jacket stuck in the latch of the hatch. A review of video recordings for the garage and front area and following the path of the car will confirm possession.
Review video footage for front desk and all those who accessed the vehicle after return. If they are NOT able to access video I question the reason why they are not able to confirm or deny with surveillance video we know is in these areas.

Sincerely,

*************************
Initial Complaint
Date:04/06/2023
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.
Total amount was $340.00 CAD Reservation number: K4234474433 This reservation was booked a month ago for the Tesla model Y, My rental is for tomorrow April 5th and today april 4th I'm getting a call from the rental location that they don't have the model y and are giving me a model 3 at a discount of onlv $25. When I reserved the model y for 4 days the price was $68 per dav and model 3 is only $51 per dav so a $25 discount is such a ripoff and I requested a different suv and they said they couldnt provide me one. So I called in to the reservation customer service line and they told me they would refund the reservation in full and I should receive a confirmation email. But I still havent gotten the confirmation and my reservation hasnt been cancelled. I attempted to contact through their ******** support and they refused to help. Right now I am requiring the $340 I paid to be refunded.
Business Response
Date: 04/06/2023
This is in response to complaint# ********

Thank you for reaching out to us. I appreciate the opportunity to address your concerns.
The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufacturers. These circumstances have provided strain on our typical customer experience. We appreciate your feedback, please be assured we are taking steps to adapt to the new demands within the travel industry. Refunds take **** business days for funds to post back to your account.
Please know that we take all customer concerns seriously and we value your business.
Regards.

Customer Answer
Date: 04/24/2023
I am reopening this case after my previous case was automatically closed before I could respond as I was waiting for refund. I have gotten the refund now but I am missing $50 for the refund even though I was told I would get a full refund, and I also got charged another $68 from hertz. What is going on, I received no Info on why Im being charged $68 and I only found out after I checked my credit card statement. Not only are you scamming me with the rental but now you are charging me for no reason. Original complaint: Total amount was $340.00 CAD Reservation number: K4234474433 This reservation was booked a month ago for the Tesla model Y, My rental is for tomorrow April 5th and today april 4th I'm getting a call from the rental location that they don't have the model y and are giving me a model 3 at a discount of onlv $25. When I reserved the model y for 4 days the price was $68 per dav and model 3 is only $51 per dav so a $25 discount is such a ripoff and I requested a different suv and they said they couldnt provide me one. So I called in to the reservation customer service line and they told me they would refund the reservation in full and I should receive a confirmation email. But I still havent gotten the confirmation and my reservation hasnt been cancelled. I attempted to contact through their ******** support and they refused to help. Right now I am requiring the $340 I paid to be refunded.
Business Response
Date: 05/02/2023
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 have processed a credit of the cancellation fee back to your charge card ending in xx-****. This credit will take up to **** business days for the credit to show on your billing statement.
Customer Answer
Date: 05/02/2023

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,

*******************************************

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