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

7,207 total complaints in the last 3 years.
1,725 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:03/21/2023
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've rented a car from HERTZ RENT A CAR *******, Ireland from Sep 4 to Sep 17, 2022 [rental agreement #*********]. During the rental the car was scratched on the left door with 2 minor scratches. The merchant has created a highly inflated estimate to the damage to vehicle at ******** euro and charged me USD$2,739.87. To confuse the matters further, the merchant has issued 8 (!) charges and credits related to this rental, with effective total charge of USD$2,739.87. Based of the information and documentation provided by the merchant, I've clearly demonstrated how/why the damage estimate was highly inflated (about 10 times higher than real damage) and communicated this to the merchant. My questions and points raised were ignored by the merchant. My complete record of email communication with merchant is attached (Communication with Hertz.pdf).After my initial communication with merchant (September 26, 2022), I received attached Documentation from Hertz.pdf. It contains INCIDENT REPORT FORM with 3 photos of the damage (#2-4). Please note the text at the bottom of the photos. It indicates the input data that was provided to the damage estimate software Vehicle Assessment Matrix. The file also contains the Summary Report (i.e. damage assessment) that is the output of Vehicle Assessment Matrix. Note a door replacement as one of the costs in the report, because damage assessment is based on the false premise that the left door is heavily dented.I'm looking for a partial refund of USD$1,913.87 to reflect a rational damage estimate.
Business Response
Date: 04/03/2023
BBB CASE#: 19624383
Hertz RA#: 804484660

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

I sincerely apologize for any confusion regarding the damages billed on your recent Ireland rental. Upon completion of my investigation with our claims department, it has been determined the charges are correct. It was determined the damages were not pre-existing. In accordance with the terms and conditions of the signed rental agreement the charges are valid. Please see the attached photos, damage report, and pre-inspection report for your review and records.

While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
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: 04/05/2023

Complaint: 19624383

I am rejecting this response because:
it does not address any specific issues that Ive summarized in Description of Complaint (these same issues are covered in more detail in Communication with Hertz attachment). The response is simply a canned form letter, and it betrays the fact that business reps that sent it did not even read neither my Description of Complaint nor the attached documentation. How do I know this? Because the response states: It was determined the damages were not pre-existing. Probably, most people who dispute, claim that damages were pre-existing. However, I NEVER claimed that damages were pre-existing.
In fact, the damages are 2 minor scratches and the dispute arose because the cost to repair (a couple hundred dollars) was inflated my Hertz to over $2,000.
Sincerely,

*****************************
Business Response
Date: 04/06/2023

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

I sincerely apologize for any confusion regarding the damages billed on your recent Ireland rental. Upon completion of my investigation with our claims department, it has been determined the charges are correct. It was determined the damages were not pre-existing. In accordance with the terms and conditions of the signed rental agreement the charges are valid. Please see the attached photos, damage report, and pre-inspection report for your review and records.

While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
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.
Kind Regards,
Initial Complaint
Date:03/21/2023
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.
Hertz Rental agreement #*********. Invoice number ************ of 6/3/23. I received excessive charge and non-refund on my rental. Rental took place in ********, **. After contacting the Hertz, ** and Hertz ***, even after showing the incompetent investigation of my complaint, I received no reply from ****** *********************** and was told by the **** customer service office (via phone call) they would not assist me. My rental car broke down during my rental. The car was towed and repaired. I lost one day of use and incurred personal expense in getting it repaired. I did not receive compensation for either. I was charged for fuel, repairs and cleaning upon return. I topped off the tank within 1 mile of returning the car. The "repairs" were about the rubber cover of the brake petal that came off during normal operation at no fault of my own. The "cleaning" charge, (by evidence of their picture) was a little dirt on the driver side floor which could have been left by the mechanic doing the repairs and was certainly within normal usage after 1 week. I requested return of the additional fees, credit for 1 day of usage while the vehicle was broke down and $20 of expenses incurred after the car broke down in contacting Hertz to get the car repaired. Attached is the emailing explaining these same item with the ******** Service Agent. Note that during that person's investigation, they claim to not even having on record that the car broke down. They must have records of such as they would have been billed for the tow and repairs by the company I mentioned in my email.
Business Response
Date: 03/27/2023
Complaint ID: ********
RR#: *********

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

I apologize for the issues youve encountered during this rental.

Thank you for contacting us. After a thorough review of your query I can confirm that based on the photos provided by the location the charges billed to you are valid. However, there was an adjustment applied for $53.13 as a gesture of our goodwill. 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.

Thank you for contacting us.
Initial Complaint
Date:03/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just want my refund for my car that was not setup on direct billing. All you have to do is listen to all the terrible customer service calls from my number ************. No one has a clue and this is unacceptable. Please call me so this can be resolved and not taken to litigation. ************
Business Response
Date: 03/28/2023
BBB CASE#: ********
Hertz RR#: *********

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

In order to address your concerns in full please elaborate on your concerns with your account being set up as a direct billing. I can confirm your ******, ** rental was paid in full. Once we receive the needed information we can proceed with our investigation. Please note because this complaint was sent through the BBB we cannot call you. If you wish to speak with a live agent,please call *************

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:03/21/2023
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 full size car with Hertz for a recent vacation. Upon pickup at the *************, ** location, I was informed by the agent that no full size cars were available. I was told a ***** CR-V was all that was available and that it was a free "upgrade". I asked the agent to check another location for full size availability. The agent refused to do so and told me all locations had car shortages. The *** in question turned out to be a 2018 base model with over 42K miles on it. It had a number of scratches on the exterior which I pointed out but the interior was absolutely filthy - armrests were worn and stained and the seats were grimy with many large stains. Even the rear windows were greasy and obviously not cleaned. I pointed this out to the agent who seemed annoyed and told me "we know about the stains". I was not happy accepting this car but had no reasonable other choice. Once on the road, the rear window was too dirty to see out of clearly , so I turned on the wiper washer - which did not work because the wiper was falling apart with half the rubber flapping loosely off the blade. I had to pull into a service station to manually clean the window for safety/proper visibility. I dropped off the car on a Sunday using the key drop as the location was closed. I got a VM message Monday that I needed to come in to fill out an incident form because there was a small chip in the windshield per the agent. I called back and explained that nothing had hit the windshield while I had the car and that the car is over 5 years old and had a lot of previous wear and tear and damage. The agent insisted there was no chip prior to my rental and said he would send photographic proof by email. He requested that I spell out my email to him for that purpose. Later, after being very upset and frustrated from talking to the local agent, I called the Hertz National customer service number to complain. They told me I had to resolve it with the local office but they looked up my agreement and informed me that the local office had today charged my credit card $425 for damages!! I have no photo proof from the agent as he promised either!!THIS IS THE WORST CAR RENTAL EXPERIENCE i HAVE HAD OUT OF 100'S and terrible customer service.
Business Response
Date: 03/22/2023
BBB CASE#: ********
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 just your name and location. 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.

Please know that we take all customer concerns very seriously.

Customer Answer
Date: 03/23/2023
This is everything I have on rental details:
CONFIRMATION
***********
Your Trip Itinerary
PICKUP LOCATION
************* - ************* Hle
*********************************************
*************, ** ** 60035
PICKUP DATE & TIME
******** 11, 2023 at 09:30 AM
DROP-OFF LOCATION
************* - ************* Hle
*********************************************
*************, ** ** 60035
DROP-OFF DATE & TIME
******** 18, 2023 at 09:00 AM
Is this what you are requesting? Not clear on what else is being requested?
Business Response
Date: 03/28/2023
Complaint ID: ********
RR#: *********

I understand that careful consideration is made when choosing the vehicle, you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental I am happy to see that the location followed our policy correctly.
I apologize for your dissatisfaction with the condition of the vehicle provided. Upon reviewing this matter with the local team, they have advised pictures of the vehicle and it's condition were emailed to you at pick up. The pictures show no damage to the windshield when it was rented to you, however when it was checked in the next business day after you returned the chip in the windshield was present. Therefore the charge is valid and we are unable to refund.

Customer Answer
Date: 03/28/2023

Complaint: ********

I am rejecting this response because:
The pictures were sent at the time of rental are thumbnail in size, in pdf format and in no way establish that there was not an existing windshield chip - no detail of the windshield is in any way discernable. There are cuts in the front bumper cover that are not visible in the photos either. The photos are useless for all but severe damage....not damage down to a couple millimeters
At no point during my rental period did anything strike the windshield.
I believe there was an existing chip when I rented the car, perhaps very tiny and it became enlarged over the course of the rental where we experienced temperatures as high as 74 and as low as 22 degrees and snow squalls, rain and rough road conditions which easily could expand an existing windshield chip.
I am not clear how a 5 year old car with 45K miles is even rentable. Do you not have an age of vehicle or mileage limit on you rental cars?

Sincerely,

***********************
Business Response
Date: 03/30/2023
Complaint ID: ********
********************** RR#: *********
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. In addition to the pre-rental photos, the vehicle underwent a 28-point pre-rental inspection at which time there were no damages to the windshield. 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.
We regret any concern caused about the age or mileage of the vehicle provided. We continue to go to great lengths to provide more fleet availability. While, some of our rentals may be older or in some cases have higher than normal miles please be ************** is our number one priority. While we do understand the inconvenience this may cause, our fleet is regularly maintained according to the specifications by the manufacturers.
Initial Complaint
Date:03/21/2023
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 March 7, I rented a car from Hertz at Denver International Airport. I am a Hertz #1 club member so I went directly to my car without speaking with anyone other than the attendant at the gate out of the facility. When I got to Salida, I did notice a dent above the driver door but really didn’t think much about it as the car was nice and ran very well. I returned the car back to DIA on the afternoon of March 13. I returned the car without speaking or seeing any Hertz staff other than the shuttle van driver. The next day, I received an email from Hertz informing me I had been fined $500 for damage to the car. I called the number provided but it is not an answered number as I have called a dozen times and it just rings until it automatically disconnects. I have written to the email address and completed the form provided and still have heard nothing from Hertz. I called Hertz and spoke with their personnel. They indicated someone would get back to me. No one has. This car was not damaged by me. There is no police record nor insurance claims nor anything else to suggest this car was involved in an accident. I simply drove this car and returned it. The damage was preexistent. I just can’t seem to get anyone to respond to allow me to explain this. I am being fined $500 without ever seeing a single person at Hertz. That is wrong.
Business Response
Date: 03/29/2023
BBB CASE#: ********
Hertz RA#: *********

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

I sincerely apologize for the inconvenience experienced with being charged for damages on your ******, ** airport rental. Please be assured I have forwarded your complaints to the appropriate management for internal review.

I have issued a credit in the amount of $500.00 for this damage fee, this has been processed back to the credit card on your account. Please allow 5-7 business days for processing.

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:03/20/2023
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 with Hertz mid-last month but I didn't check for any pre-existing damages before renting. while returning they said there are some scratches and asked me to fill out a form (attached). I honestly wasn't involved in any accidents. they agreed that there were some minor scratches on the back (email attached) but not on the front. now they are asking me to pay $3429.92 for the damages. how can I be held responsible for something I didn't do? honestly, it wasn't my fault. I tried reaching out to various people within Hertz but didn't work out. so I would like to reach out to you folks and seek some justice. Tl;dr:Just for the background, this is actually a replacement car for a previous car with an unfortunate deer incident for which I took full responsibility and already paid close to $7000 even though it wasn't my fault coz a deer jumped into my lane while I was driving. tbh, I was never involved in an accident before and this deer was my first and last so far. In all that chaos, I didn't check this new car for any damages before renting. My only fault is to trust them blindly and rented this car without seeing for any pre-existing damages.
Business Response
Date: 04/03/2023
BBB CASE#: 19623014
Hertz RA#: 147768202

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

I sincerely apologize for any misunderstanding regarding the damages billed on your recent ******, ** rental. Upon completion of my investigation with our claims department, it has been determined the charges are correct. It was determined the damages were not pre-exsisting. Please see the attached photos of the damages.

While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
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: 04/03/2023

Complaint: 19623014
First of all, I would like to Thank BBB for helping me through these difficult times. My response is as follows.
I am rejecting this response because:
I had taken responsibility for someone else's mistake and I had already paid the entire cost of the damages which is $2517.75 and still they are stating $569.18 is the balance. tbh, these scratches wont even have cost me 1/4th of the mentioned amount. This is a clearly a total rip off.
They are over billing me for additional admin fees - $150 , Loss of Use - $160 and diminution of Value - $602.17 which no insurance covers. My insurance premium increases due to this incident which I had nothing to do with. so, I need your help and consideration to close this baseless claim once and for all.
Sincerely,

Valliyappan Valliyappan
Business Response
Date: 04/07/2023
Complaint ID: ********
********************** RA#: 147768202

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:03/20/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had made a reservation through USAA where there was no mention that it had to be from a private flight, I called Hertz and was reassured that my reservation would still stand even though I was flying commercial. Based on what I was told from their agent I finalized my flights and all my accommodations. Now I am being told the reservation will not stand. If this was the case I would not have booked with Hertz, and would not have even been traveling to this intended destination. I have over $1000 of non refundable tickets and other accommodations that I have based on this car and rate. I was told to call the local *** office to get my rate matched based on the inconvenience and the bad information I got by one of your representatives but they have yet to answer the phone, this is after days of trying. I have booked another similar car at the international airport rather than that of the private one but I plan to cancel if this does not get resolved. My hope and expectation is that I can be partially refunded for the difference between the two fares. I have been on the phone for hours over the past few weeks trying to resolve this, the customer service support crew has not been able to have any direct authority not can direct me to anyone that might, so here I am.1st Confirmation - K42943227F3 (this will need to be canceled.)2nd Confirmation - K4363605294 (I would like to keep this reservation but be refunded a partial rate of $103 to honor the above price, I have narrowed down the days to assist and not be unreasonable.)
Business Response
Date: 03/22/2023
Complaint ID: ********
Res#: K4363605294 and K42943227F3

Thank you for contacting us. We appreciate the opportunity to assist. I apologize for any misunderstanding. Please be advised the website indicates when booking that the location is for private flights only. Therefore you will need to cancel reservation K42943227F3 and book a new reservation for ***********************************. Reservation K4363605294 was cancelled March 21st. Unfortunately we are unable to honor the rate for the private airport location on another reservation.
Initial Complaint
Date:03/20/2023
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 3/16/23 i rented a car from hertz rental agreement *********, whom i use often as a gold plus member. My rental was from 3/16-3/18, I returned my vehicle on 3/18 at 8:18 pm. no one came out to check the vehicle as they normally do so i went in and asked was someone coming out to which i was told there was moins there that she left early and to leave the keys in the car. i left the keys in as instructed. the following morning 3/19 i was charged an additional $117, my rental was only to be $351. i could not get anyone in the phone so i went back up there. the employee and her manager could not explain to me why i was still being charged when my car was turned in on time. i asked for a receipt to which they could not give me. i chatted with an associate that told me my contract was still open and that the $117 is a hold since the location has not closed it, he contacted the location to close it but here i am again on 3/20 being charged another $117 which has now maxed my card out. I do not understand why im constantly being charged for a car i turned in on time the day after and two days after. Why i have not received a receipt or why my contract is still open. I want my $234 back and will probably not rent from hertz again because of this because it seems like no one can help me and they are constantly charging my card for no reason or fault of mine.
Business Response
Date: 03/22/2023
Complaint ID: ********
RR#: 163206271

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced due to the delay in your rental being closed. I have confirmed your rental is now closed. Attached is the rental receipt. Please be advised any authorizations will be released by our system within 24 hours.
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: 03/22/2023

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:03/20/2023
Type:Customer Service 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.
Time/Date: 10 am on 18 March 2023 Location: ******************************************************************************Reservation Number : K4303539404 Detail : Recently not able to pickup my car that I already reserved almost 1 week at above location.Manager on duty not allow me to pickup my rental car with Rude communication and keeping telling me that its her right as manager. This hertz center having low customer review due to bad customer respect and good communication.Reason : She required me to show my ***** Id , which I not bring on that day ( I am pick up the car on Saturday and left my ***** Id at home). I am offer her to email her but she keep shouting at me.She keep mentioning that she is a manager and nothing I can do??I felt humiliating by her rude behavior and "bringing ***** Id during pick up car not mention in Communication email that I have". I manage to get car from National car rental , but I think Hertz management should check this lady manager behavior. Requirement Hertz ****** should communicate with client clearly if need to have additional detail before pick up car such as ID ,resume ,business card or pay slip or any others and do not let this rude manager shouting like in the zoo. Improved your communication.********************************
Business Response
Date: 03/23/2023
Complaint ID: ********
Res#: K4303539404

Thank you for contacting us regarding your experience at our rental location in *********, **. At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured that local leadership in *********, ** will be sent a copy of your comments for their review and immediate corrective action.
As a gesture of apology to you, I have provided **** points to your Hertz Gold Rewards account. Please utilize these towards a future rental on us.
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: 03/23/2023

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.
Thank to Hertz management and pls keep up with better service. Your front desk "crew" is the most important person representing overall performance of your organization from customer point of view.
Thank to "Better Business Bureau" for forward my concern to correct channel.
Sincerely,

Badrol Hisham Mazlan
Nokia
Initial Complaint
Date:03/20/2023
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.
Hertz refuses to provide me with an itemized receipt
Business Response
Date: 03/21/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. A review of our records indicates the rental is still open and is currently overdue. We are unable to provide you a receipt until the rental is closed.
Customer Answer
Date: 03/22/2023

Complaint: ********

I am rejecting this response because:

Sincerely,
$745.00 was just taken out of this account yesterday and I have the contract it is $372 per week plus charging, Everytime I call i get a different answer and the people answering are very rude and refuse to transfer me to the office where I rented the car, ******************. ** my hertz account Monday it said I owed $745, which I paid as you can see in the above photo. I called 3 different times in one hour and the people who answered the phone gave me fake names it seems and also told me I owed a different amount all 3 times. Why is the amount on the phone different than the amount online in my portal??? Also why do I get told a different amount 3x in one hour. My bank manager confirmed they took $745 this week and $492 the last payment. The amounts the people on the phone tell (which i can barely understand) are impossible and never the same. One person told me I owed $1682.00 for 9 days of charging the car. Its impossible. I get about 250 miles on a $20 charge. I ask to see how they come up with such huge amounts in short periods of time and proof of when I charged the car because I have photos and records of every time I charged the car. I don't want to be scammed. Why do they refuse to show me a detailed bill??? Why do they refuse to let me speak with someone in the office I rented it from and why is the price not what is listed in my contract? Also how is it that I have a recorded conversation and one of the "agents" told me my bill was 234 before tax and $492 after state taxes which did come out of my bank. ******* state tax is now over 100%??? Unbelievable!
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: *********

Because the rental is overdue the system automatically attempting to authorized the credit card, however the authorization's were denied each time since 03/11/2023. It is imperative you contact our Vehicle Control at ************ for assistance as the vehicle must be returned immediately.
Customer Answer
Date: 03/23/2023

Complaint: ********

I am rejecting this response because:
I do not have an explanation of the outrageous charges that do not correspond with my numbers. $373 per week plus charging. I now see that the car can only be rented for a certain length of time and I can return the car by Monday as I am in **********, ******* and the rental ** Greenwood is approximately 3 1/2 hours away. I am unable to get there until Monday, but if Hertz would like to get the car then I can leave the key locked inside it so they can get it immediately. Still I would like the charges clarified and why I have an audio recording of their representative telling me I owe $1682 for 8 days of charging. Outrageous and impossible.
Sincerely,

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

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