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

7,213 total complaints in the last 3 years.
1,727 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/28/2023
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 a car from Hertz, but when I arrived to pick it up I was told that no cars were available. Because Hertz failed to notify me ahead of time that there were no rentals, I only found out once I had arrived in the ********** airport, and my only options for renting a car were for $4,000 USD. The rental was made two months in advance on December 7, 2022, and the pickup was for February 4, 2023.I have contacted Hertz about this problem, and they lie and say that I was offered the option of waiting while Hertz cleaned and made a car ready. This is completely false -- I would have happily waited for them to ready a car for me, as I was renting the car for two weeks. A couple hours delay would have made no difference to me.This is a known issue with the ******* location. If you look on review sites you can find 20 other complaints all saying that this location is regularly engaging in a bait and switch.My original reservation was for $523.76, and the final reservation was for $4,160.18. I want Hertz to compensate me the difference of $3,636.42.Reservation number: K3344485141
Business Response
Date: 03/30/2023
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 frustration caused by the delay in our honoring your reservation at the branch. We have thoroughly reviewed this matter with the licensee owner at the location and they have advised that there were vehicles available in the reserved class; however, they required servicing and detailing before they could be released for rental. In addition, there were vehicles available in larger vehicle classes that were offered with an upgrade fee, these options were declined.
Our records show this information has been provided through our **************** team as well as through a complaint filed with the ************************ for the ******************* at which time the following response was provided by the licensee owner in **********:

I am sorry to hear that the vehicle that was reserved was not available. I understand this is not what customer were expecting prior to picking up the vehicle. 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 sufficient to meet confirmed reservations. However, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately. We certainly appreciate your letting us know about your experience.

We have received a response from our location and customer were not willing to wait for the next car available in the same class that you reserved. They have confirmed that many cars were returned but need to be serviced to make sure that prior to releasing the vehicle, it is in good condition. Instead of waiting for the vehicle to be serviced, customer suggested that will get whatever vehicle is available and pay the difference. I understand this is not the resolution you want us to make. We hope you understand that we cannot make any monetary adjustments as we stand by our rental location decision. We hope to serve you again in the future.
With the above in mind, we must advise that our decision and response remains unchanged. We consider this matter as being fully addressed and our decision final. Further attempts to revisit this matter will go without response.
Initial Complaint
Date:03/28/2023
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 with Hertz ********* ** location by *************** last week because my SUV was in the shop. Initially my reservation #********* was supposed to be under Triple A but the woman at Hertz convinced me that we could apply the discount when I brought the car back. The car they provided me with was a ***** Civic (this was supposed to be a standard car Vs compact however was tiny). Immediately when I got in the car, I saw how dirty it was and how strong it smelled of old cigarettes. I called the next morning and spoke to their representative **** to put on record that I was unhappy with the condition of the car. She said I could come down to swap it however based on my work schedule, I was not able to. When I returned the car 3 days later, I also let the woman who helped me know about the condition of the car and that I was not pleased. I reminded her she also needed to add the Triple A discount. She came back and tried to accuse me of having ashes in the car and smoking in it when I am not even a smoker! She then attempted to run a charge for not having enough gas (I had filled up) and once I left Hertz, I saw that an additional new receipt was sent to me for a cleaning fee of $400?? I never agreed to any extra charges on my AMEX card and on top of that she never applied the Triple A discount. Beyond disgusted and frustrated with the fraudulent charges Hertz is applying and I see other complaints say the same about the cleaning fee. I would never rent with Hertz again knowing they will scam their customers.
Business Response
Date: 03/30/2023
Complaint ID: ********
********************** RR#: 165955322
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 frustration caused regarding the charges incurred on your rental. At this time, we are investigating the cleaning fee applied to your rental with our Area Manager. We also regret any confusion caused regarding the *** discount. Our records show the reservation did not include the *** CDP/Club Code number at the time of booking. Therefore, the *** discount was not applied to your rental. Typically, this discount cannot be applied at the conclusion of your rental; however, in order to consider applying the discount please provide us with your *** Card. In addition, as you have indicated the vehicle was returned with a full tank of fuel, please provide us with your refuel receipt or bank statement showing the vehicle was refueled before return.
Customer Answer
Date: 03/30/2023

Complaint: 19857193

I am rejecting this response because: Additional information was requested of me.

Hello,

My Triple AAA member number is ******************. When I went in to pick up the car, is when she told me she can add in the discount when I returned it. It was the same agent who I returned the car to and reminded her at that time. She was extremely rude and condescending especially when I told her I had called to speak to her coworker **** the other day about the condition of the car and that I was not a smoker.
Above I have attached:
The original receipt she provided me with when I returned the car (without the discount) and she said I was all set, only to then try to run the $764 amount on my AMEX after.
The screenshot of my gas receipt in the amount of $15 made that day 3/27 on my way to return the car
The PDF version of the receipt I received from Hertz initially when I returned the rental and left - she then tried to accuse me and charge extra after I had left the property.
Sincerely,

***************************************
Business Response
Date: 04/03/2023
BBB Case 19857193
RA No: 165955322

This is a response to ***************************************

Thank you for letting us know about the difficulties you experienced. I apologize for the impression our representative left with you, we always want to provide quality service to all our customers. Please be assured that appropriate management team will be sent a copy of your comments for an internal review and corrective action.

Upon my review, I have reviewed the fuel and cleaning fee on your bill and have determined an adjustment is due. In addition, I have also added your 5% AAA discount off the rental as a one-time goodwill gesture. The total refund amount is $476.39 t the card on file. Please allow up to 10 business days for the funds to post. Please be advised for future rentals you must include your AAA code at the time of booking or you will not receive this discount as it can not be added retroactively.

Thank you for contacting us.
Customer Answer
Date: 04/04/2023

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.
I will allow up to 10 days to see the refund before any other action. Thank you

Sincerely,

***************************************
Initial Complaint
Date:03/28/2023
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.
On March 27, 2023 12:11 PM record ********* I rented a car from ***************** hertz. When I got there, the agent was very helpful and putting me into a car as he was getting me taken care of. He stated the price being $197.15. He said if I took the protect yourself from liability he would waive the deposit. I said awesome I will take it how much is it going to be? He said $18.85. I said that works for me. Puts me in a ******************************************************************************************************************************************************************************** I check everything as I always do and I noticed that the heated seats dont work. Not a problem not all cars have them. I hook my phone to the system in the car and then Ill head back to my parents. Get the car all loaded up say my goodbyes get into the car and my phone is no longer connected. 15 minutes trying to Its not working at all. Its not letting me forget the phone nothing. I drive back to the airport and let them know the situation they start looking for another car and and find a **** Escape.. I get all my things from the Malibu to the escape as I am doing so I notice the vehicle is so dirty, the trunk where I need to place my bags is filthy. The floors of the truck are dirty. I dont have time so I get in and start to drive and notice a noise when accelerating and when breaking (breaks going out). Cant drive that, go back inside and tell them. They find a Sonata, I drive a little works fine. Changing over back seat has spills never cleaned disgusting, pink stuff all dried on the back windows. I have no time I need to get on the road. Then I realized once I got to ******* I was charged two days of both insurances for a 24 hour rental. Had I know that I would have used my insurance. Also he lied and charged the deposit so I got personal for his commission only. I expect better from Hertz, I have rented in the past. I have video and pics but it wont allow vid.
Business Response
Date: 03/30/2023
Complaint ID: ********
********************** RR#: 168736713
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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (***) and ******************* Supplement (LIS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
However, as a one-time gesture of goodwill, we have processed a refund of the *** and LIS in the amount of $53.93. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Hertz, but by your financial institution.
We also regret any concern caused by the condition of the vehicle provided to 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 and any corrective action deemed necessary.
Initial Complaint
Date:03/27/2023
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.
Hertz added an unverified $150 smoking fee to our car rental return with no documentation provided--hoping I would miss it (and I almost did). I have never smoked. My family has never smoked. The car was returned on time and clean. I have had ~100 car rentals without a problem. Rental Record # ********* I called customer service. They suggested that they could make an "inquiry" but that would take multiple days (5 - 7 business days). No manager was available. No documentation was provided as evidence that I had smoked. I asked for a "manager". I was told that none was available. Given that the company--and the industry--has been adding erroneous bills to people's accounts, I would like this resolved. I would like a refund of the $150 false charge for smoking). (My credit card was charged $322.09 and it should have been 172.09)In addition, I would like Hertz to consider crediting my account fully given that I have to spend my time disputing a faulty charge made by their team. {I actually thought the overcharge was because the first car they rented to us (see attachment) did not work (the key fob was flawed) and we had to get a replacement in *******. I assumed that we were double-billed; however, when I called I was told about the faulty charge. [I've attached both original contracts].Please resolve this quickly.
Business Response
Date: 04/20/2023
Complaint ID: ********
********************** RR#: 101045022
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
Our records show this matter was addressed by our **************** team on 03/27/23 at which time the cleaning fee was refunded in full to the charge card originally billed. Attached is a copy of your amended invoice showing the new total of your rental. We are pleased to see that our **************** team was able to provide assistance and resolution.
Initial Complaint
Date:03/27/2023
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.
My reservation number is K4394520956 and my pick up time is 9:30am at the Westin San Francs. Before I head to the pickup store, I surpringly find the store is closed but my reservation was successful. I called hertz and was told they didnt know whether the local store is closed or not!!! Thus I have to give a try and go to Westin. Westin staff told me the store closed but I may pick up the car at the ********************* location. Then I walk to the 325 ***** local store. The staff was extremely rude and told me that because I made my reservation one day ahead, I have to wait for a couple of hours to pickup my time, even it is already the pickup time. Only option is to pay the upgrade fee to get a car. I am a presidential circle member and I believe in this case, I am eligible for free upgrade. But the front desk lady told me either pay for the difference or wait for a couple of hours. I believe this is totally a fraud thus I decide not to take the offer and use Uber instead. I demand Hertz reimbursed all the money I spent due to their failure on the rental agreement.
Business Response
Date: 03/29/2023
Complaint ID: ********
********************** res#: *********************** correspondence is being sent in response to ***** ****. Thank you for allowing us the opportunity to review your concerns.

We sincerely apologize for the inconvenience you experienced when we were unable to honor your reservation because a vehicle was not available. 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.

As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.

In order to consider reimbursement for additional expenses incurred for the alternate transportation, please supply us with a copy of the itemized invoice received from Uber for our further review.
Initial Complaint
Date:03/27/2023
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.
Date of transaction: November 17, 2022.Name of business: Hertz Rental Car Corporation, **************************** location.Amount of money paid to business: $162.69.Amount of money in dispute: $211.91.Nature of the dispute: When asked by the Hertz employee if I wanted the loss damage insurance waiver and the prepaid fuel purchase option, I clearly answered NO to both questions. However, I later discovered that I was charged for these items despite numerous attempts to communicate with Hertz about the issue by email and phone. Hertz has not responded to my emails (uploaded as a supporting document), and could not reach anybody at Hertz to try and resolve this issue while I still had the vehicle, and after. I recently reached a Hertz representative who told me that the invoice in question was sent to a collection agency! After ignoring my emails and refusing to acknowledge the facts of my case. Their business practices should be examined, they charge customers for items they did not agree to, and by having customers sign a document at the time of rental and having it be binding, without explaining each and every charge being made, is dishonest. Or else the Hertz employee took it upon herself to charge me for these unwanted (and un-utilized items), which again is not a good business practice.Whether or not the business has tried to resolve the dispute with me: NO, as explained above plus in the email that is being uploaded here. And, even considering this, they sent the invoice to collections. I was also recently notified by Hertz that I lost all my rental privileges with them as a result of the nonpayment (see last page of uploaded docs). Is this a legal business practice? I think not but am hoping the BBB looks into this and can see that Hertz is clearly in the wrong here. And I hope it's not hurting my credit either. My own credit card company agreed with me, by the way.Rental agreement: ********* Rental record #: ********* Document/invoice #: ************
Business Response
Date: 04/13/2023
This is in response to complaint #********
RR-100085742
Dear *************************,

Thank you for reaching out to us. I appreciate the opportunity to review and address 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.

We regret any inconvenience that this may have caused. As a goodwill gesture, a credit for $138.43 was processed on March 17th, 2023.

Upon receiving your email, I immediately contacted our Suspensions team regarding this matter. I can confirm your rental privileges have been reinstated and your Gold account is restored.

Thank you for allowing me to review and address your concerns, we truly value you as a Loyal Gold member.
Regards,

Customer Answer
Date: 04/16/2023

Complaint: 19852287

I am rejecting this response because:
In responding to my complaint, it seems like the Hertz representative did not read my complaint and related documentation completely. Much of the complaint was ignored in their response.
I do not agree that I owe $73.48 ($211.91 invoice less $138.43 "goodwill gesture" credit) since I did not use, authorize or request the loss damage waiver (***) option.
The Hertz employee was DISHONEST and charged me for this even though I told her I DID NOT WANT THE *** and I even showed her my personal auto insurance coverage card which would cover the rental.
The Hertz employee did NOT explain the charges being made BEFORE I signed the "contract" and the paperwork they give you at the time of rental is confusing as to what is actually being charged.
While I appreciate my rental privileges and Gold account being reinstated, this is unacceptable and again is a HORRIBLE way to treat a long term, loyal customer.
Sincerely,

*************************
Business Response
Date: 04/20/2023
Complaint ID: ********
********************** RR#: 100085742
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 remaining charges of your rental after the provided credit is a prepayment for $211.91 and then $24.26 billed at the counter for applicable taxes and fees. While we understand the additional billing caused concern, it is the customers responsibility to review the rental contract before departing the counter at the time of rental. This is to ensure that any errors on the billing or contract are corrected before the rental begins. Rest assured, your feedback has been shared with appropriate management for their review and corrective action where deemed necessary. 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.
Initial Complaint
Date:03/27/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Record#********* I rented a vehicle from Thrifty Car Rental through Priceline.com for a trip to the ******** area from March 16th to March 19th. When booking the trip, I agreed to a total charge of $196.13, with $151.44 being charged the day of the booking and the remaining amount of $44.69 being charged the day I picked up my rental car. Upon picking up my vehicle, I was asked to put my credit card in the reader and was told I would have a hold of approximately $400 on my card for damages that would be returned to me after the vehicle was returned. A few days after I returned the car, I did not receive the full $400 back, instead being charged $203.01 for items such as a loss damage waiver of $104.97, premium road service of $26.97, concessions fee recovery $31.91, customer fac fee $9.00, vehicle license cost recovery $3.90, and taxes equaling $26.26. I did not accept any of these additional costs during the registration process and only agreed to pay the remaining $44.69 which included taxes when I booked the trip through Priceline. When I contacted Priceline and *******, I was told they would not refund me these amounts as I accepted the payments, which were never discussed with the representatives and I never accepted when picking up my vehicle. I believe this is bad business by ******* and would like the BBB to investigate this business practice being used by the organization. Below is the information regarding my rental. I would like a full refund back except for the $44.69 that I agreed to pay during the booking process. I've attached a screenshot of the breakdown of what the $44.69 entailed and I agreed to pay. I appreciate the BBB investigating this matter and look forward to their findings.
Business Response
Date: 03/29/2023
Complaint ID: ********
Thrifty RR#: *********
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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) and **************** Services (PERS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this, we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility.
Customer Answer
Date: 03/29/2023

Complaint: ********

I am rejecting this response because the matter of how Thrifty/Dollar/Hertz conducts business is unacceptable and is harmful to the consumer. I have used Thrifty in the past, with the most recent being at their ******* airport location where my experience was no near this disappointing. As someone who travels frequently, I will no longer use Thrifty/Dollar/Hertz for my car rental needs and inform my colleagues and friends of this experience and encourage them not to use their services.

Sincerely,

*************************
Business Response
Date: 04/07/2023
Complaint ID: ********
Thrifty RR#: *********

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

While I appreciate this is not the response you were anticipating; I want to assure you this matter was treated with the utmost importance and an exhaustive review was carried out. Our decision is final, further requests to revisit this matter will not be considered as we find the matter fully addressed.
Initial Complaint
Date:03/27/2023
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 CHARGED $1421.14 FOR A LATER RETURN FEE of 10 HOURS. When I called into Customer Relations / Billing @************* the multiple people I talked to agreed this was predatory, criminal unjust etc... However none of them were able to refund the money and stated there was nothing they could do they provided me with case #********. I asked for supervisor manager kept getting told I was going to get a call back from them and never got one.From official website notices for my situation:********************************************************************************************************** What happens if I return the car late?"If you do not call to extend your rental, you will be charged a Late Return Fee of $12 per day, up to a maximum of $60. We encourage customers to contact the Rental ********************* to avoid being assessed a Late Return Fee.If the return location is closed when the vehicle is returned, in most cases the rental charges will apply until the location reopens."I'm ok with Paying $60 and $12 for two days since the location @***************************************************************** is closed on Sundays. PLEASE REFUND THE $1277.14.PLEASE REFUND MY HARD EARNED MONEY MINUS PROPER LATE FEES AS SOON AS POSSIBLE!All receipts will be attached.Rental Record#********* Online Reservation Confirmation: K3662275688 PICKUP DATE & TIME Mon, Mar 13, 2023 at 05:00 PM DROP-OFF DATE & TIME ******** 18, 2023 at 12:00 PM
Business Response
Date: 03/30/2023
Complaint ID: ********
********************** RR#: 162109920
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 confusion caused by the charges billed for your rental. At the time of reservation, your booking indicated a rental from 03/13/23 - 03/18/23. We show your vehicle was due to the location on 03/18/23 at 12:00PM as the branch closes at 12:00PM and is closed on Sunday. As a result, if the vehicle was returned after the location closed the vehicle contract was billed through the next date the location was open which was Monday 03/20/23. When this happened, the applicable weekly rate was applied to your rental. As outlined in our Terms & Conditions, the rate outlined on the rental contract is based on the terms of the rental. Any changes to these terms may result in a change of the rate applied.

Customer Answer
Date: 03/30/2023

Complaint: 19852997

I am rejecting this response because:
I appreciate the response. I returned the vehicle at 10:12pm CST, not 12pm, I have proof of this if needed and I completely understand the business been closed the next day so the vehicle couldn't be checked in till Monday when business opens. Now I'm fine with you righteously charging me a late fee for this hours/days however I was charged an extra week long $1421.12 in addition to the $642.00 I paid initially for the rental. This is affecting me making this months mortgage, buying food for my family, putting gas in my car, etc...
Please I beg you do the right thing refund my money minus late fees, I clearly did not use your vehicle for another whole week.

Sincerely,

*****************************
Business Response
Date: 03/31/2023
BBB Case 19852997
RA No: 162109920

This is a response to *****************************

Upon my review of your billed charges and your Signed Rental Agreement (SRA), I was able to adjust the weekly rate back to the original amount of $460.86 and added the appropriate extra day charges of $90.17 per day for 2 days totaling $180.34. As such, your total refund is $651.11. Please allow up to 10 business days for the funds to post to the card on file. Please be advised the total charges for this rental are $1276.65 and your prepaid voucher only covered $506.62, leaving the final balance of $770.03

Thank you for contacting us.
Customer Answer
Date: 04/05/2023

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:03/24/2023
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 paid upfront for a rental car and was to pick it up at ****** love Hertz location when I arrived I was told because of using a debit card I had to pay additional monies and that I could not pick up the luxury sedan that I had already paid for and I would have to be downgraded. I was told as long as I contacted Hertz customer service when I returned the smaller vehicle I would get the money that I over paid so on February 4 I return the smaller vehicle and started the process. Ive been told for over a month and a half that they are going to pay me $156 and send it to my bank account. Now every time that I call because I have still yet to receive this money by March 24, 2023 I am told that this will take up to 10 to 14 more business days I have been told this at least 20 times when I call multiple times a week. My rental number is *********. To top it all off the rental that I had to use because I was stuck in ****** with my family with no vehicle and supposed to drive three hours away, the vehicle was so small we couldnt fit all of our luggage in it. It smelled like weed so bad and the vehicle rattled like a **** *********** We made it work, but theres no way I shouldve paid what I paid for this vehicle.
Business Response
Date: 03/28/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. I apologize for any inconvenience, our rental terms and conditions state that a debit card can only be used on rentals up to a Full size car. I apologize that the vehicle provided caused problems during your rental. I have reviewed your record and unfortunately the refund of $156.01 was not properly processed. I have completed the refund today, however it can take 7 - 10 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 03/29/2023

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:03/24/2023
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.
Hertz Rental Record: # ********* Poor Rental experience with Hertz Rental Car. Car would not start on day 3 of the rental. Called Hertz ********************** because myself and family were stranded. Was on Hold for 45 minutes. They advised they would dispatch Emergency Vehicle in 1 hour. Called back after 1 1/2 hours because of no emergency vehicle. Again was on Hold for 1 hour. They said it was a busy day and an emergency vehicle would be dispatched within 1 hour. This repeated for 12 hours. A new rental car was provided after 12 hours. The new rental car broke down after 1 day. This again stranded my family. Hertz still charged me for the days that I did not have a Rental car. Repeated attempts to contact Hertz Management went without a response by Hertz Sincerely ***********************************
Business Response
Date: 04/14/2023
This is a response to complaint#********
RR-160854153
Thank you for reaching out to us. I appreciate the opportunity to review your concerns.

I am sorry for the problems you experienced with the dead battery and our ************************** (ERS) team. ERS management team to ensure if a tow is needed our customers are not inconvenienced. 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. Please be assured that your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.

As a customer service gesture for the inconvenience, I have applied 950 points to your account to use towards one free rental day. Additionally, I issued a credit of $50.00 for two rental days today. Please allow 5-7 business for processing.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter.
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,

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

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