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.
1,726 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:03/20/2023
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.
Rental Confirmation Number: K4004299488 I am writing to express my deep disappointment with the appalling customer service I experienced at ************************* was a traumatic day when I was robbed and my backpack, containing the rental car key and card on file, was stolen. My girlfriend and I immediately filed a police report and informed the manager at the Hertz location. To our dismay, the manager was dismissive, unhelpful, and showed no empathy towards our situation.We were presented with two options, neither of which provided any relief. We could pay an exorbitant fee of $420 for towing and a further $250 for the replacement key or Uber to the location to pay for the replacement key using a different card. The latter seemed more affordable, but upon arrival, the manager refused to honor the agreement he had given us over the phone. In the end, I paid over $600 for towing and Ubers based on the false information provided by the representative plus $250 for the replacement key.His unprofessional behavior was deplorable. He threatened to report the car stolen if it was not returned by noon the next day, even though we had already provided him with its location. As a result, we were left stranded, missed our flight home, and incurred expenses of over $1000.I am utterly dismayed by the lack of customer service and empathy demonstrated by Hertz, a company that I have been loyal to and even recommended to friends and family. It is unacceptable for a company to treat its customers with such indifference, especially during a difficult time.I have reached out to Hertz ************** Case # ********, but their response has been inadequate. They offered a mere $100 rental certificate that expires in 3 months, which is far from resolving the issue. Furthermore, they have ignored my suggestion for a more reasonable resolution.I urge Hertz to take this matter seriously and improve its customer service standards. As a loyal customer, I expect better treatment and a more compassionate response.
Business Response
Date: 03/29/2023
Complaint ID# ********
Hertz RR# *********

This is in response to *****************************, thank you for allowing me to address your concerns.
We regret any inconvenience you experienced regarding the lost keys. When a customer contacts ********************** *************************** priority must be given to those situations involving mechanical malfunctions. Therefore, it is not always feasible for Hertz to assist a customer when the keys are lost. As previously advised, Hertz does not absorb the additional costs incurred for key related issues; therefore, the charges you incurred to replace the key are valid. We are very sorry to learn of the incidents you recounted that lead to the loss of the vehicle's key; however, we hope you will understand our position in this matter as our decision remains unchanged.
Kind Regards,
Initial Complaint
Date:03/20/2023
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 drive for Lyft, and I went through the Flex Drive Rental program that Lyft has in partnership with Hertz. The process of renting a vehicle requires a reservation for a specific date and time and a deposit to be placed. I did all of that. I scheduled pick up for March 17th at 4pm, I took off work to do so, and I drove almost an hour to get to my appointment which I showed up early for. I previously attempted to do the lyft Flex Drive program about a year ago to give my personal car a break from all the wear and tear and the experience then was horrible as well. I was hoping it would be different this time around. When I arrived at 3:45pm, there was a lobby full of people. That didn't bother me I assumed it would just be a little bit of a wait. The "manager" asked me if I was there for Lyft I said yes and he said "I'm sorry but we made a mistake and overbooked. You will have to come back Monday." That was very frustrating and unprofessional on so many levels, but mainly because I was not even given proper notice that a car would not be available. I told him my situation-- how long the drive was, that I took off to get here, made a reservation and paid a deposit. I asked if there was anything he could do, I even offered to wait as long as allowed because Monday would not work. He was very dismissive and even smirking in my face not caring that not only was I inconvenienced but I was out a full day of pay to get my vehicle. This place is horrible. On top of that, I recall that being the EXACT same excuse that was used when I tried to get the rental a year ago. I know BBB doesn't base the rating off of reviews but it should because if Hertz didn't have customers there would be no business. I need resolution on this matter and some form of compensation. There also needs to be new management for the office and region apparently because how do you let the customer service bar drop so low.
Business Response
Date: 03/28/2023
Complaint ID# : ********
Hertz RR#: Unknown

This is in response to *******************************. Thank you for allowing me to address your concerns related to the wait time at the location and the lack of inventory at the time of rent.

I want to take this time to apologize as this is not the impression we aim to leave with you. Normally, our inventory is more than sufficient to withstand our reservations. There are times that vehicle are returned late or damaged and we are not able to readily recover from the shortages.

Considering your expressed disappointment, the location's area management have been alerted of your comments for internal review of your concerns as well as any corrective action deemed necessary. It is my sincere hope that you will accept our apology and provide your Hertz Gold Plus Rewards number so that 950 points added into your loyalty account to be used towards a free rental with us. We appreciate your loyalty and look forward to serving your future rental needs.

Thank you again for allowing me to assist in clarifying this matter as we take your concerns seriously.

Kind Regards,
Initial Complaint
Date:03/20/2023
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.
On 7/2/22, I rented a car from Hertz. When I picked the car up, I was told that I had to get insurance for the car. I told the representative that I didn't need their coverage as my individual auto-insurance policy covers rental cars. They argued that insurance policies on personal cars don't cover rental cars. He was insistent and wouldn't let us take the car until we paid for their insurance. I paid for the insurance, assuming that the representative knew better than I. While on vacation, I didn't have access to contact my own insurance provider. I returned the car on 7/5/22 and promptly contacted my insurance. I discovered that my policy does cover rentals and so I didn't need to purchase coverage through Hertz. I immediately contacted Hertz and informed them. I was told on multiple occasions that the company was in error and I would get a refund. In each instance, the refund never came and I was told that it was stopped by accounting which said the charge was valid. Because the company refused to issue my refund which they agreed I should be getting, I filed a dispute with my credit card *** They researched the issue and contacted Hertz, giving them the opportunity to provide evidence supporting the charge. The credit card decided in my favor that the charge wasn't justified and I was issued a refund. After failing to provide the credit card *** with proof of the charge's validity, Hertz came after me to get this money back. I have called Hertz many times in the past months about these bills they keep sending me. I've been told by multiple representatives that I don't owe anything. Despite this, I kept getting bills but was told that my case was being escalated in Nov. to figure it out. The bills kept coming and on subsequent calls I was told that the balance was written off and I didn't need to worry about my account going to collections because I didn't owe anything. Despite this, Hertz has recently hired a debt collector to pursue this money.
Business Response
Date: 03/29/2023
BBB CASE#: 19617794
Hertz RA#: 937405232

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

I sincerely apologize for the inconvenience experienced with your *******, CN rental. I have confirmed we show a zero balance on your account. However, there can sometimes be a delay when an account is written off and when the letters cease. If you are still currently receiving these letters,please provide a copy of one from March so that we can further review.

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: 03/30/2023

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:Sales and Advertising 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.
January 3,2023 I made deal ***** with Hertz Car Sales for stock number ***** with ********************* General Manager Hertz Car Sales for a certified pre owned 2020 Tahoe LT. I have this well documented electronically.January 3 2023 I received signed buyer order for the Tahoe from Rey C., within minutes accepted the offer and secured financing through my credit union. My credit union overnighted certified check for purchase price minus my deposit which was to be taken by credit card per ***'s instructions.********************* Hertz General Manager called my credit union January 4, 2023 verified financing and asked for certified check tracking number which *** received from my credit union associate. ************** check was already in the mail for overnight delivery.Within an hour of receiving fed ex tracking number from my credit union, Hertz agent called to tell me my CPO vehicle which I had bought failed inspection the rear main seal was leaking and I was told Hertz had no choice but to send it to auction! . This was a CPO listed Tahoe for sale and I had a verified deal negotiatedWe negotiated for two days, had extra pictures sent, signed buyers order sent and verified financing with Hertz when my contract was breeched by Hertz agent.This Tahoe was one of 82 listed on the site and one of 13 CPO Tahoes listed. My belief is that to be listed as a CPO vehicle they are extensively checked prior to being listed for sale not after sale and come with a 12 month ****** mile warranty. I also purchased an extended 5 year ******* mile warranty.I asked Hertz agent to repair the vehicle and I was told it is Hertz policy to send vehicles to auction and not spend money on repairs.Also in my Hertz saved vehicles this Tahoe showed it was sold on January 3, 2023 I was concerned it was a breach of contract and this was sold from under me after buyers order and financing had occurred. February 16, 2023 my wife noticed this same vehicle advertised as a "New Arrival with more pictures to follow". I immediately inquired to the online sales and ********************* what was going on and I still wanted the vehicle. *** responded that the vehicle was "unwound" and pre sold to another buyer. I pursued a complaint with the ******* attorney general which Hertz has ignored for more than 45 business days at this point as outlined in a resolution process with the attorney generals office.Because the deal was considered done between ********************* the Hertz agent and I, we were discussing delivery, I indicated I would fly to ******* to pick it up with the assistance of my sister who lives in *********. That night January 3, 2023, I purchased two-one way airline tickets to ******* **. with the intent to vacation drive my new vehicle home to *****. I have extended my airline departure date to April 22, 2023, but today as it stands theses tickets are now no good to **** have this case saved electronically as it occurred through email and contract.Thank you Sincerely,*********************** ************** *************************************************
Business Response
Date: 03/29/2023
BBB CASE#: 19617939

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

I sincerely apologize for the inconvenience experienced. I have reached out to the appropriate management to conduct an investigation. Once the investigation has been completed we will respond back through the BBB with an update.

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: 03/30/2023

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 car on 12/6/2022 and used my debit card. My total was $277.73 and $200.00 deposit totaling $477.73. Hertz rounded off and debited my debit card for $478.00. Upon returning car on 12/12/2022 Hertz debited my card $277.73. Hertz owe me $478.00. I never got my $200.00 deposit. I have proof of the debits from my card, but to date Hertz in ***********, ** is refusing to return my money.
Business Response
Date: 03/23/2023
Complaint ID: ********

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

I regret any misunderstanding on our authorization hold policy. When a rental is completed, Hertz submits the rental charges to the appropriate financial institution for payment if applicable. Please note this will not show up as a refund the pending transactions will just fall off.

It is the responsibility of your financial institution to release the authorization hold. Each institution has specific policies regarding the release of authorization holds and may take up to 30 business days to be released. I would suggest contacting your banking institution regarding the release of your funds.

Thank you for contacting us.
Customer Answer
Date: 03/23/2023

Complaint: ********

I am rejecting this response because: On 12/6/2022, Hertz did not place a hold on my debit card. Hertz debited $478.00 from my ********** debit card over drafting my account as I have submitted evidence already t you. Upon returning the rental on 12/12/2022 Hertz debited $277.73 from my debit card. ********** has a contract with Hertz and after a thorough investigation by my financial institution, **********, my bank directed me to get my $478.00 from Hertz. There was never a hold placed on my debit card and ********** stated Hertz never sent $200.00 refund to my debit card. I have already sent in the evidence.

Sincerely,

***************************
Business Response
Date: 03/24/2023
Complaint ID: ********
RR: *********

Please be advised at the inception of your rental we authorize the estimated whole dollar amount plus $200.00, which in your case was $478.00. Depending on your bank they may hold the amount and it's held from your available balance in your account. Upon return of the vehicle the rental is closed, the final charge of $277.73 was put through and the authorization amount released. As this was properly processed there is no refund due to you.
Customer Answer
Date: 03/24/2023

Complaint: ********

I am rejecting this response because:Hertz debited my debit card 12/6/2022 for $478.00 and should not have. By Hertz debiting my debit card for $478.00 upon getting the rental 12/6/2022, I made a deposit of of $500.00 to bring my account current on 12/7/2022. BBB already have evidence. Upon retiring rental 12/12/2022 I was charged $277.73 making a total of $755.73. Hertz owe me $478.00. After ********** did thorough investigation, ********** directed me to go to Hertz and get my $478.00. Hertz never sent any hold money to **********. Hertz debited my debit card and kept my money and refused to return my money.

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 vehicle for two days and used the ** Pass in my Hertz rental to cross the *****************. Even though the toll is $8.00 I was charged an extra $20.00 on my credit card because Hertz outsources the administration of their ** pass to a third party that charges you a $9.99 usage day fee for every single day of the rental period, even if you only use their service for one day. This information is not on their rental agreement and is deceptive and amounts to theft. Please do something about this, they are taking advantage of unassuming customers, often time these are individuals who can least afford it. The charges don't even come out on the final receipt and they just withdraw the money without notice and without any formal online way to dispute the charges.This is my receipt.Rental Agreement No: ********* Invoice Date: 03/02/2023 Document: ************ Renter: ************************* Account No.: **************** MC CDP No.: ******* ********************** DETAILS Rate Plan: IN: OUT: Rented On: 02/27/2023 12:03 LOC# ****** BRONX, ** Returned On: 03/01/2023 16:37 LOC# ****** BRONX, ** Car ************************ 2.5 S KBT1016 Veh. No.: ******* CAR CLASS Charged: B MILEAGE In: ****** Rented: F6 Out: ****** Reserved: *************: 104 RENTAL CHARGES DAYS 3 @ ***** ***** SUBTOTAL ***** TAX ******% ***** AMOUNT DUE ***** USD
Business Response
Date: 03/23/2023
Complaint ID: ********

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

After review of your Signed Rental Agreement (SAR) shows you did not opt into the Toll Package that is
provided at the time of pick up. If the Toll Package is declined the toll charges would be charges to the customer as a separate bill.

All toll charges are applied to the Credit/ Debit billed on the rental or mailed to the customer within two weeks of the *********************** completion. The administrative fee $9.99 per usage day. This information is available in the Terms & Conditions as listed in your Signed Rental Agreement on Page 4. The signed rental contract has been attached for your review.

Please contact ATS/PlatePass **************** at ************** between 7:00 a.m. and 7:00 p.m. Monday through Friday Central Standard time they can assist in the dispute of theses tolls. They will advise you what is needed so they can help get this matter corrected.
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 called my insurance company for a rental due to my vehicle being involved in an accident. My insurance company set up the rental and provided me with a rental number to obtain the vehicle. On February 1, 2023, I go in to pick up the vehicle. I dealt with **** who told me I would only need to pay *****. I gave her my **************** for the ***** payment. During the time I had the vehicle I never received a call from hertz nor did the repair shop. It took a while for the insurance to come out and to get the parts. My car was returned on March 10, 2023. I returned the vehicle is was handed a receipt stating that I was charged ****** charges. I inquired with the gentleman and the District manager **** who stated that the back office dropped the ball and never got the proper authorization for the vehicle. Hertz never reached out to me or my repair shop to alert is that they didn't get the vehicle authorized for more days. If they would have notified either of us the vehicle would have been returned to them. You can't forve someone to keep your vehicle in an effort to extort money from consumers. You need authorization to bill the customer and give the customer the right to decline to keep the **********************. ********************** number RR H21646085
Business Response
Date: 03/29/2023
BBB CASE#: 19615340
Hertz RA#: H21646085

This correspondence is being sent in response to a query made by ************************
I sincerely apologize for any misunderstanding regarding the authorization hold on your recent insurance replacement rental contract. After my thorough review of our records, I can confirm your insurance was only covered through 02/21/2023 however you were out on rent through 03/11/2023. If an insurance replacement rental needs to be extended it is the responsibility of the insurance company to communicate with the location and extend the contract properly. We would recommend contacting the insurance company directly for further assistance.

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: 03/30/2023

Complaint: 19615340

I am rejecting this response because:
Hertz never reached out to myself or the body shop to alert us that the rental was not covered. If they would have we would have returned the vehicle. Hertz is contracted with the insurance company. I had no involvement with this. They want to force consumers to do business with them by not alerting them that the vehicle was not covered. That's their responsibility. They also took the body shop's information down and never called them. If my credit card is not credited immediately I will be filing an action against their bankruptcy proceedings to recoup my loss
Sincerely,

***********************
Business Response
Date: 03/31/2023
BBB Case 19615340
RA No: H21646085

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

As previously advised, your insurance only covered this rental through 02/21/2023 and did not authorize an extension. If an insurance replacement rental needs to be extended it is the responsibility of the insurance company to communicate with the location and extend the contract properly. Because your insurance company did not authorize this extension, the charges are correct and no adjustment is due. While I understand this is not the desired outcome, we stand by the final charges billed. Please be advised you will need to reach out to the insurance company directly for further assistance.

Thank you for contacting us.
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.
Feb/22/2023, I ordered a rental w/ hertz and had it cancelled immediately after because the location was set in ****** even tho ik for a fact I put ******. I was told I should be receiving a refund within 5 to 7 business days. ordered a new rental. We finally made it to ******** and it was a whole bunch of just bull c*** with a $500 Hold fee because the card i put on there wasnt the card on file when I got to hertz to pick up the rental. Just a lot in the end of another state I was highly frustrated. So I had them cancel the reservation. I was told to call billing so I called her. The first agent put me on hold for 17 minutes then told me there were no supervisors or managers available for me to talk to so I will need to wait on the phone for an hour if I wanted to wait so I told him our way to hour. The next Asian I get to *** tells me a whole bunch of stuff about my account but by the end of the conversation, I realize he didnt even have my account information pulled out to give me the accurate information. I also asked him to cancel the order. He never canceled the order and so I told him to pull up my account to see if that order was canceled and he asked me for my account information to pull up my account. The final agent Ill talk to you that day. By the way this was the seventh business day told me that I love you Siri my refund *****, three more business days and if I havent received it to call my bank. So I called my bank to see why there is transaction was still pending. My bank tells me that hertz has a hood on my money which they still do till this day. I called back to see where my money was at and as Im telling the story so I can get my refund of whats going on one of the agents declines to help me and hangs up on my face. I really just want my money so I can go on w/ my life.
Business Response
Date: 03/22/2023
Complaint ID: ********
Res #'s: K41103708D6 and K4110568779

Thank you for contacting us. Please accept my apology for any misunderstanding. A review of our records indicates reservation K4110568779 was cancelled the same day it was booked, therefore the charge was never processed. Which means there is no refund to process. Please provide your bank statement showing the charge of $124.11 is on your account. In regards to reservation K41103708D6 the refund of $181.27 was processed on 03/08/23 but can take up to 7 business days for the refund to post to your account.
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 booked a rental car on Feb 21st from Expedia. I went to go pick up my car rental from hertz and was expecting to pay $223.23 plus a deposit. When I arrived they charged me an additional $200 as an underage fee and I only found out AFTER they charged my credit card. I ask the person why I was being charged because the website didn't tell me this. He then told me it was too late and that he couldn't reverse the charge and that I would have to call the billing department after I turned the vehicle in. I then told him I had a AAA and that I know that would waive the underage fees. He refused to take down the information and just told me to call that number and advised me to do so after I turn in the car. A week later, a called to extend the rental and I asked the woman at hertz on the phone the same the thing. She told me to wait until AFTER. I turned in my car the next week, and called the billing department. Turns out they also added a damage but couldn't prove it was me. The billing department said they couldn't take either charge off because I was supposed to give them my AAA card before the fact. I told them what the two people told me before about waiting until after and the guy pretty much told me they were lying. I want the damage fee refunded back to me as well as the underage fee. The price was falsely advertised, my card was charged without permission, and I was lied to.
Business Response
Date: 03/22/2023
Complaint ID: ********
RR#: 152022710

Thank you for contacting us. We appreciate the opportunity to assist. Please be advised you must book the reservation with the *** corporate discount number to receive the benefits. Because your reservation was not booked with the *** corporate discount you do not qualify to receive the benefits.
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:03/17/2023
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.
We rented a car from Dollar Rental Car at the airport in *********** ******** on 2/18/23. The vehicle subsequently broke down and stalled out on ** on the interstate at ******** ********. After unsuccessfully attempting to obtain another vehicle from them and to handle our complaint with their customer service ***** call, we were then redirected by them to communicate in email to - ********************************************* Supporting documents are attached which include the details of the breakdown, timelines of verbal correspondences and written follow-up correspondences. We are requesting refund of the charges they billed us plus the additional taxi service we were forced to obtain in order to return to the airport.Thank you,****** and ***************************
Business Response
Date: 03/29/2023
BBB CASE#: 19615845
Hertz RA#: 150318954

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

I sincerely apologize for the inconvenience experienced with 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 $122.27 for the 2 days of rent, 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: 04/07/2023

Complaint: 19615845

I am rejecting this response because:
We do not accept the $122.27 credit as resolution as this does not address the charges that we incurred from this rental car break down. It is clearly documented within my correspondence what occurred. As previously stated time stamps and dates have been provided to review the recorded conversations that occurred to verify the details of our complaint. As previously stated our total charges and refund request is $682.95. Refund of this amount will close out this complaint. We have been very patient as we have followed all of the Rental Car protocol instructions for filing a complaint and our first written correspondence to Hertz Customer Relations with all the specific detail was on 2/21/23. (44) days now have lapsed without resolution. We are respectfully requesting that Hertz respond with their decision regarding our total refund request so we will know if further legal handling is required.
Sincerely,

***************************
Business Response
Date: 04/07/2023
Complaint ID: ********
RR#: 150318954

After an additional review we agree a full refund of your rental charges is warranted. Therefore, I have issued an additional refund of $253.69. Please allow up to 7 business days for the refund to post to your account. In regards to reimbursement for the taxi cost, we respectfully decline reimbursement of this cost.

Customer Answer
Date: 04/19/2023

Complaint: 19615845

I am rejecting this response because:

We respectfully reject this response as this does not fully address the charges that we incurred from this rental car breakdown as we have communicated. As Hertz has stated that they will not pay the remaining $306.99 to close this complaint we will further seek the next level of handling in addressing this complaint. (56) days have lapses without resolution. Documentation has been clearly provided that reveals what occurred and Hertz has been fully given the opportunity to correct and close out this complaint.
Thank you BBB for your assistance in this matter.

Sincerely,

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

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