Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

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  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

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  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:02/22/2023

  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 rented from Hertz several months ago and was accused of having dogs in the car two days after my return. I had to file a complaint with the BBB because no one from the agency would return my call to get the situation corrected. Finally they dropped the cleaning charge after reviewing the complaint. Fast forward a few months to February 6, 2023 when I went in to pick up my rental I was told I was on the do not rent list. When I asked to speak to their management an extremely rude lady named ******* told me she would not rent to me because I had filed a complaint with the BBB. I explained to her that they had wronged me and that was the only way anyone would respond to me to rectify the issue and she simply told me she did not care and would not listen to me. I work for a government agency in ************* and needed to be onsite that day for an important security event and had to go scrambling for a rental care because they never called to tell me they wouldn't give me one until I showed up to pick up the vehicle. It caused me tremendous stress and anxiety and almost my job. I asked for the owner information for this particular Hertz and I was given a fictitious phone number and name because the manager knew she was wrong. I want to speak to the owner and let them know what happened and the unnecessary actions that were taken, I have attached the reservation that I had and was not allowed to rent. Thank you,

  Business Response

  Date: 03/01/2023

  Complaint ID: ********

   

  I apologize for any inconvenience. I have reached out to the owner of the licensee who has advised you were placed on their local Do Not Rent due to behavior towards their employee. He welcomes you to call him on his mobile phone  at ************. 

• Initial Complaint

  Date:02/22/2023

  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 through Priceline for a week to be picked up at ***********************, for $417.34 paid in advance. Rental agreement # - *********. I was treated rudely from the beginning, being told that my party of 4 would not fit in a Camry and for $75 more per day we could upgrade. After I declined that offer, I was told no cars were available and would have to wait. So, finally after they got a car for me, more hard upsells for insurance and fuel. After returning the car I checked my credit card statement to see I had been charged $512.36 by Hertz. $112.36 for additional driver fee which I did owe and $400 for outside washing. I contacted Hertz and they said that they found ashes in the car, after to speaking to someone else they said they found tobacco leaves and sent pictures. Now they are saying that the final outcome is the car smelled like smoke and they will not remove the fee. The problem is I did not smoke in the car at all. This is not the first time that they have done this to someone, it seems to be their practice to earn revenue. Regardless of the outcome, I never smoked in their car and it is my word against theirs. One thing is for sure I will never rent from them again.

  Business Response

  Date: 02/24/2023

  Complaint ID: ********

  RR#: 145255891

   

  Please accept my sincere apology for the behavior of our representative. The sales technique used is no more acceptable to us than it is to you. Please be assured we will address this matter with the appropriate management for immediate corrective action. 

  We have reviewed your rental charges as well as the cleaning fee.According to our records, the vehicle was held from service for detailing.While we completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, pet hair, trash, ashes,evidence of smoking, and other similar impurities require more time and detail to remove. In such instances, Hertz will assess a cleaning fee (see page 2 of attached signed rental agreement). The rental charges have been reviewed and have been deemed valid based on the evidence of smoking in the vehicle. 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19449492
  
  I am rejecting this response because: I simply didn't smoke in the vehicle.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/27/2023

  Complaint ID: ********

  RR#: 145255891

   

  The vehicle was returned with ashes and the smell of the vehicle which required the vehicle to be detailed before it could be rented again. Although the resolution is not what you preferred, no additional action is warranted.  
  
  

  Customer Answer

  Date: 02/27/2023

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

• Initial Complaint

  Date:02/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on jan 14,2023 i rented a vehicle Tesla 2023 Model 3rental agreement # ********* from hertz location ************************************************. On rental pick up date car was not inspected with rep before taking ownership/ possession of said vehicle. was given the key car was brushed off and permitted to leave. Vehicle was returned jan 21st, 2023 at around or just before 12pm to which gentleman at the desk was helping another patron and had another one in waiting i provided keys and millage to rep and asked was permitted to leave to which i received the ok. February 21st 2023 i received a claim in the mail totaling $1591 in regards to damages, I called number provided on clain ************ to which i was told claim has yet to be assigned and that i needed to reach out to hertz # provided ************ upon speaking with hertz personnel was told needed to call another hertz department ************ to which i was told i needed to go back to the original claims department that i called to which was told no info was to be provided i am requesting digital proof of date and time of car inspected before i rented as it was not inspected nor did i sign off of walk around inspection with rep i am also requesting photos of damages and invoice of derived estimate for said damages please and thank you

  Business Response

  Date: 02/24/2023

  Complaint ID: ********

  RR#: 124309150

   

  Thank you for allowing me to review this matter and respond. We have reviewed this matter with our ***************** who has advised there was no previous damage noted to the vehicle and the new damage was detected when you returned the vehicle. Please be advised based on this you are liable for the damage. 

   

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19447627
  
  I am rejecting this response because: I asked for digital proof of inspection done before car was received to which no one has been able to provide if damage was done there should be digital proof time stamped and dated of car inspection prior to me renting as personnel did not walk the car and inspect before I took ownership 

  
  Sincerely,
  
  Leightinyah ******

  Business Response

  Date: 02/28/2023

  Complaint ID: ********
  RR#: 124309150

   

  The ***************** has advised there were no previous claims for damage of this vehicle. When you rented the vehicle there was no damage to the vehicle as the vehicle is checked for damages prior to going to the ready area, however when you returned the damage was detected. As it was not present at the start of your rental, the damage charges are valid. 

• Initial Complaint

  Date:02/22/2023

  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.

  On 11/8/22 while in ***************** airport, I accidentally left a cell phone in the rental car at Thrifty/Hertz car rental. I flew to *************** and while at the airport I filed a claim with hertz online to find my phone. They did find it that night and I paid for them to ship it to me. On 11/15/22 I received notice from fed ex that the package was delayed in transit, it was damaged and fed ex told me they sent it back to the shipper. I have reached out to thrifty/hertz by phone, email, and ******** and no one can give me an answer on how to get my phone reshipped back to me. Please ********* my phone back. I have called every day since 11/8/22 and I cannot get ahold of anyone. ONE person answered ONE time and hung up on me. Please call me and let me know what to do. Thank you.

  Business Response

  Date: 02/28/2023

  Complaint ID: ********

  RR#: 984251516 

   

  Please accept my sincere apology for the problems you have encountered while trying to resolve. I have contacted our management team at *** who has forwarded the the information to Lost Returns as they handle our Lost and Found.  They are filing a claim on your behalf with Fed Ex. Please allow them time for this to be processed and they will reach out to you. 

• Initial Complaint

  Date:02/22/2023

  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 1/10/23 my checking account was charged *******. This transaction was not authorized on this account. My bank advised me that hertz wrote a check in order to debit my account. This is not right. This transaction has severely overdrawn my account and my good standing with my bank.I want this transaction reversed back to my account immediately.

  Business Response

  Date: 02/24/2023

  Complaint ID: ********

  RR#: 108852343

   

  A review of our records indicates Hertz charged your credit card $2616.48 due to the cost of your rental. Attached is your rental receipt showing the breakdown of charges. 

  Customer Answer

  Date: 02/24/2023

   
  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:02/22/2023

  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.

  Hello,I rented a vehicle on December 6th from Hertz located downtown on ******************************************* and returned my vehicle on December 21st to Caliber Collision located in St. ******* when my vehicle was ready for pick up. I spoke with female receptionist and gentleman name ***** from the downtown Hertz location was told as long as my vehicle was filled up that it was fine to leave the rented vehicle and pick up my fixed vehicle. I was told that I was charged $471 and my insurance paid their portion. I noticed on my credit card a charge for $109 dollars was told by the downtown location that my charge was $471 and to call customer service about the $109 charge. I called several times was finally able to get through and was told that my charge was $471 and that $109 charge would be be removed, the problem is that it was never removed so I had to dispute this with my bank and the charge was removed, however this month the $109 was removed from my bank account. I called my bank and was told their dispute center found no issue and that I should work this out with Hertz. The problem is you call cant get through to a live person and when I initially called I was told that I should have never been charged. I am upset, feel taken advantage of, and no longer trust this company because based off my initial receipt, I should have been charged that $471 amount and nothing further. The vehicle was returned in the same condition, I never traveled across state lines, and I decline additional services.

  Business Response

  Date: 02/24/2023

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. A review of our records indicates you accepted Loss Damage Waiver (LDW) at the inception of your rental. Attached is your signed rental agreement and final rental invoice. Please be advised we have determined you were correctly charged. 

  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: 02/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: I understand what my total amount was $471 however if you look at my account you took out an extra $109 out of my account. I saw what I was charged in that $471 amount. In actual my credit card was charged $580. Do you comprehend what I am saying here. This is not correct. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 03/03/2023

  BBB Complaint: ********
  RR#*********
  

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

  Attached is a copy of your final invoice, our records show your final charge is $471.01.We were unable to locate a charge of $580.00 billed for this rental. Please provide a copy of your bank statement from 12/07/2022 to January 01/21/2022 confirming the charge on your credit card. Once received we will further review and provide a response as expeditiously as possible.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 03/10/2023

  Hello,
  This is directly from from credit card online statement, you can clearly see
  on 12/27/22, I was charged $471.01, and on 1/1/23, I was charged $109.89.
  After disputing that charge with my bank the money was put back in my
  account only for Hertz to take it out on 2/19/23. So yes my credit card was
  charged more than $471.01. Please credit this back to my account. I want
  this matter resolved and something in writing from Hertz that no further
  charges will be deducted from my account.
  

  Customer Answer

  Date: 03/10/2023

  Hello,
  This is directly from from credit card online statement, you can clearly see
  on 12/27/22, I was charged $471.01, and on 1/1/23, I was charged $109.89.
  After disputing that charge with my bank the money was put back in my
  account only for Hertz to take it out on 2/19/23. So yes my credit card was
  charged more than $471.01. Please credit this back to my account. I want
  this matter resolved and something in writing from Hertz that no further
  charges will be deducted from my account.
  

  Business Response

  Date: 03/13/2023

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

   

  Please be advised the charged of $109.89 is for the PlatePass All-Inclusive rate for tolling. Our records indicate you declined the PlatePass All-Inclusive tolling option at the start of your rental, but during your rental you activated
  the transponder device affixed to the car windshield and incurred tolls. As a result, you are being charged the PlatePass All-Inclusive Rate as applicable to your rental period. Our toll information is also located on your signed rental agreement.

  If you have any questions regarding this charge please contact our Toll Processor at ************.

  Customer Answer

  Date: 03/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: I never crossed state lines to incur tolls. I only listened to music on the radio so how did I trigger something in the vehicle and no one in sales office told me about not to touch this something on the radio to activate tolls. 

  Sincerely,
  
  **********************

  Customer Answer

  Date: 03/16/2023

  Hello,
  I want to report that I have called the Plate Pass several times to be
  placed on hold and never unable to speak to a live a person from Plate Pass.
  I am requesting a call back by phone to speak with a manager to discuss
  these. I am very upset and disturbed as a customer that I am being
  wrongfully charged for a service that I didnt use and there is proof in the
  mileage that I never crossed state lines. I only used this vehicle until my
  vehicle was fixed and I declined services at the time of the rental.
  
  No one from Plate Pass has reached out to me or spoken to me personally
  resolve this. This charge doesnt make sense or add up. I would appreciate a
  call back at ************ to speak with a manager at Plate Pass to remove
  that charge. I honestly feel if I crossed state line then it is fair to
  charge that service, but I didnt.
  
  
  Thank you,
  
  ******* ******************

  Business Response

  Date: 03/17/2023

  BBB Case ********
  RA No: *********
  
  This is a response to **********************
  
  I appreicate this is not the response you were anticipating; however, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. Tolls are travel through several different toll roads such as turnpikes and state bridges etc.. As stated on page for of your provided Signed Rental Agreement you are responsible for all tolls roads traveled during your rental time frame. Attached is a copy of the toll charges as well as the Turnpikes traveled during your rental period.
  
  With the above in mind, we stand by our original decision and respectfully decline your request. Please know we consider this matter fully addressed and closed. For future assistance, we recommend contacting Plate-Pass at ************
  
  Thank you for contacting us.

  Customer Answer

  Date: 03/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that Hertz response is unacceptable and their customer service via phone is horrible. I will never work with car rental company or refer their business to anyone I know that need a rental car. I never crossed state lines or went through state bridges/turnpikes as Hertz claims. This has been the worst experience ever working with Hertz. 

  
  Thank you, 
  **********************

• Initial Complaint

  Date:02/22/2023

  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 agreement number ********* On 1/03/2023, I arrived at the ***************** Hertz rental location to pickup a prepaid rental for a Tesla model 3. The agent was in a hurry, the car was dirty, and despite being Gold, the car was not waiting for me. Furthermore, the agent told me that when returning the car, to bring it back with a 10 percent charge on the batteries and that would be sufficient. Finally, he said any charges accrued at Tesla Supercharger locations would be passed through to my credit card without any extra charges.I returned the car after 10 days at the exact time of the scheduled rental. I was informed that there were ***** in Supercharger charges, which I promptly paid. However, several weeks later I received a bill for *****. Only 35 dollars of this amount has been explained to me coherently, which is a charge for using a Tesla vehicle which was not explained either on the website or in person. The remaining ***** is still unaccounted for.Quite frankly, it appears that Hertz is adding fees to numerous rentals after the rental process is complete. There are a large number of such reviews on any review site imaginable. Since the 35 dollar Tesla fee is not explained anywhere, nor the ***** which is still unaccounted for, I am filing this complaint.

  Business Response

  Date: 02/24/2023

  Complaint ID: ********

  RR#: 119781395

   

  Thank you for contacting us. Please accept my apology for the billing dispute related to your charges. Please be advised when you use the Tesla network charging station or a third-party charging station you are charged a supercharge fee. If you opt for *****'s network, we'll automatically pass through fees to the credit card you have on file with us. Having reviewed your rental charges, I can confirm you were correctly charged. 

  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: 02/24/2023

   
  Complaint: 19441674
  
  I am rejecting this response because:
  

  As I mentioned before.  There was ***** in Super charging fees which was passed through to me and for which I paid.  

   

  There remains no explanation for a 35 dollar additional charge with no label as well as ***** in additional unexplained increases as compared to the prepaid amount. 

   

  The person who responded did not read the intial complaint thoroughly. 

   

  So I will repeat myself.

   

  What is the 35 dollar charge for?

   

   

  And what is the ***** charge for?

  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/02/2023

  BBB Case 19441674
  RA No: 119781395
  
  This is a response to ***********************************
  
  I apologize for the confusion regarding the ** charges on your rental. The charge of $44.59 is the Tesla Rebill charge which indicates the cost passed to customers when a Tesla Supercharger is used. The $35 charge is the ** Battery Recharge fee for failure to return the vehicle with a charge level of at least 70%. The total cost of your rental, including the previously mentioned charges, was $609, but your prepaid voucher only covered $492.91 leaving a remaining balance of $116.09. Excluding the Tesla Rebill and ** Battery Recharge Fee, this is where the remaining charge of $36.50 comes from.
  
  Thank you for contacting us.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19441674
  
  I am rejecting this response because:

   

  In regards to the 35 dollar recharge fee:

  The agent at the counter at ***************** who processed my reservation and who brought the car out to me informed me that only a 10 percent battery charge was needed upon return.  He stated that the location has a charger.  What you are stating about a 70 percent charge is either false or conflicts with what this agent informed me.  Nonetheless, despite this, and because he did not express this with confidence, I returned the car with an approximate 80 percent charge. So once again, you are wrong.  If you have any evidence of a below 70 percent charge on the returned vehicle, please post it here.

  In regards to the ***** charge:

  I did not use any voucher for this reservation.  This reservation was booked through the Hertz.com website and was paid for using the pay now option.  You have not adequately explained what accounts for this ***** increase in total cost of the rental which does not include the 35 dollar fee mentioned above or the ***** of super charger costs which was paid.  So where is ***** coming from?  Since the vehicle was returned earlier than the rental times booked at time of payment, it cannot be for extended time.  So what could possibly cost ***** more?  If there is no itemized explanation of this additional charge then this means that the amount listed on the pay now feature was false advertisement.  If that is the case then this is likely wide spread and will be a matter for the lawyers.  You have not adequately explained what accounts for this *****.  

  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/09/2023

  Complaint ID: ********
  RR#: 119781395

   

  Please be advised the location has indicate the vehicle was not charged to 70% or more when it was returned., however in the interest of customer service I have removed the amount of $38.50 from your balance owed. The remaining balance of $33.00 is still owed due to the chargeback you initiated with your financial institution. Our records indicate you prepaid $492.91, this amount did not include the Customer Facility Fee which is mandatory. Per your attached signed rental agreement it was to be paid on your rental. 

  Please also note "voucher" is the terminology we use to reference a prepaid amount. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19441674
  
  I am rejecting this response because:

  So after six weeks, numerous calls to customer service who were unable to comprehend, and 4 replies with BBB, only now are you finally explaining to me what these erroneous charges are for.  But let's take another look at the invoice because your numbers and the numbers quoted to me at the time of booking do not match up.

  When I booked the vehicle through your website, the hertz.com website, not a 3rd party website, your website, the total amount due for the pay now option was:

  492.91

  This number, as with all previous Hertz.com rentals, including previous rentals at this location, contained all associated fees including recovery, license, and facility fees.  I have never been charged a facility fee after the rental was completed, whether with Hertz or any other rental agency.  As a matter of  fact, I am checking my previous Hertz rentals right now and these fees were included in the pay now option when I booked the vehicle.  So how is it that for this particular rental booking, I am being charged after the fact for a fee unlike all previous rentals?

  Are you saying that the pay now option does not reflect these fees since my previous rentals?  If so, then you must have documentation showing this change, that all rentals booked through the Hertz.com website going forward do not include a facility fee and that this facility fee will be charged after the rental is closed for all rentals.

   

  Furthermore, this then represents false advertisement since the pay now option is not showing the full cost of the rental. 

  But even if this were true, which I'm suspecting it's not, your 33 fee does not match the customer facility charge on the invoice which shows it as 30 dollars.  So this tells me, once again, that you are simply making up numbers to try to get them to match the total due, which is fraudulent.  

   

  And just like you were unable to provide evidence of the vehicle being returned with less than 70 percent battery charge, you are unable to provide evidence of these supposedly unpaid facility fees which don't even match the number on the invoice.

  Perhaps some lawyers on ******* will be better able to make better sense of this invoice in an open source manner.

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/22/2023

  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.

  This complaint is being filed on behalf of my son, ***************************. He rented a car from Hertz car rental on 12/14/22, and returned it on 1/16/23. My son had his EZ Pass in the vehicle. I have statements proving I was charged tolls on his EZ Pass during the above dates. After the vehicle was returned, with no warning, Hertz charged my card for 2 transactions totaling approx $190. I am disputing these transactions with Amex, and do not know the result. Now, I received another bill for tolls that is almost $30, from a service allied with Hertz. The phone number for Hertz listed on my credit card transactions does not work. I have not been able to reach them regarding these transactions. I cannot attach the files with my proof, due to the size. But, I have the proof. Hopefully I can submit them another way.

  Business Response

  Date: 02/24/2023

  Complaint ID: ********

  RR#: Unknown

   

  We would like the opportunity to respond to your message, but we are having difficulties locating a copy of the rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2.Location of rental. Once we have the updated information we will be glad to assist you.

  Customer Answer

  Date: 02/24/2023

  Here is the receipt from the rental. I've been charged 2 additional times, and invoiced for tolls that were already paid with our ** Pass. I have attached the invoices. The ** Pass account that was in the rental vehicle is the one on the invoices with the most charges. That is my son's pass, and it was in the rental vehicle the entire time of rental, as shown by the invoices. I am requesting a refund of the charges, and dismissal of the invoice from this week. There is no reason to pay the same tolls multiple times. My son was directed by Hertz staff to place his ** Pass in the vehicle, and that there would be no charges. I have tried to reach Hertz multiple times. The phone number does not work, and the number listed on the most recent invoice is also a non working phone number. 

  Business Response

  Date: 03/02/2023

  BBB Case 19443471
  RA No: H20468490
  
  This is a response to ***************************
  
  Upon review of your toll tag statement and the tolls reported to us by the toll authority, it was found that your statement does not show the same tolling information as the toll invoice. While your statement does show that tolls were picked up, they do not have the same **********, and location as the tolls on the toll invoice. This means you are not being double charged.
  
  As a gesture of goodwill, an adjustment of $169.83 has been issued to the card on file for the convenience fee. The toll charges will remain valid. Please allow up to 5 business days for the adjustment to post back to your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19443471
  
  I am rejecting this response because: you did not refund the stated amount. The amount posted to my Amex account is $86.67, not the above stated amount. I also request proof that the emailed invoice sent to my son has been cancelled. You sent an additional invoice to his email address on file in the amount of $27.72. I still do not believe your statement regarding the tolls. I have never seen the actual toll statement you claim was not covered by our EZ Pass. I want to compare the 2 statements. Please provide all of the information if you expect me to accept this offer, as I sent proof to you. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2023

  Complaint ID: ********

  RR#: H20468490

   

  Please be advised the refund processed was $169.83. The records indicate there was a credit card chargeback initiated which would reduce the refund amount. Please verify with your financial institution. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19443471
  
  I am rejecting this response because: I still have not received proof that the statement emailed to my son after the charges has been voided. I requested proof that this charge was no longer valid. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/28/2023

  BBB Case 19443471
  RA No: H20468490
  
  This is a response to ***************************, thank you for allowing me to revisit your concerns. 
  
  Upon review of your toll tag statement and the tolls reported to us by the toll authority, it was found that your statement does not show the same tolling information as the toll invoice. While your statement does show that tolls were picked up, they do not have the same **********, and location as the tolls on the toll invoice. This means you are not being double charged.
  
  As a gesture of goodwill, an adjustment of $169.83 has been issued to the card on file for the convenience fee. The toll charges will remain valid. Please allow up to 5 business days for the adjustment to post back to your account. The corrected invoice is available for the renter's view on the Platepass website at www.platepass.com. Please ask your son to log in using the rental information to view the statement in its entirety. 
  
  Thank you for contacting us.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19443471
  
  I am rejecting this response because: You have not confirmed that the most recent invoice emailed to my son has been voided. I will continue to reject this offer until I receive that confirmation. This is my 3rd request. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/30/2023

  Complaint ID: ********
  RA No: H20468490
  
  

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

  I apologize for the confusion, as previously stated, the charges billed to you are valid. Therefore, there will be no confirmation for invalid charges.
  
  

  While I understand this is not the outcome you were anticipating; we ask that you respect our final decision on the matter as we consider it having been fully addressed. Further requests to revisit this matter will not be considered.  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.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19443471
  
  I am rejecting this response because: After all of these attempts, you are not answering my question. I'm asking for a 4th time. You sent my son an invoice, after the 2 charges. This invoice was for additional amounts. You were not able to charge his card for a 3rd time, because I cancelled his card. I want confirmation that the invoice has been cancelled. That was the 3rd attempt to bill us. It was sent to him by email. That invoice had a collection threat on it, and I want to know that there is no collection attempt. I don't know how else to phrase this question to get an answer from you. Until you have confirmed this invoice no longer exists, I will continue to reject each attempt at resolution. I understand which tolls are valid, because you did FINALLY  send an itemized statement, after multiple requests. And, yes, I did file complaints with BBB, the state atty general, and Amex, because you don't have a working customer service number. I attempted to resolve this dispute with Hertz, but there is not a working customer service number. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/22/2023

  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.

  K316121259 I was charged ***** for not charging the ** that I rented. I was told it needed to be returned at 70% and it was returned at 78%. I also took a photo, and Hertz refuses to review this documentation. They said "they do not review photos" and simply sent me to collections.

  Business Response

  Date: 02/24/2023

  Complaint ID: ********

  RR#: 100969956

   

  I appreciate the opportunity to review and respond to you. Please be advised we are unable to accept the picture as it's not dated. Based on this information the balance owed of $78.36 is valid and must be paid. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19441301
  
  I am rejecting this response because:
  
  attached is a dated photo that corresponds with the exact time and date of the rental return. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/06/2023

  Complaint ID: ********

  RR#: 100969956

   

  Please be advised the picture provided only shows a time but not a date. Again, we are unable to accept this as there is no date.

• Initial Complaint

  Date:02/21/2023

  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 car on hertz.com around 2pm Monday 2/20 from a location in ************* ** for pick up at 4:30pm. Around 3:45pm I got a call from that location saying they had no cars to rent to me and recommended a different location. I then reserved a car at the recommended location and headed that way using Uber. When I arrived I was told no cars were available. I had reserved a car twice using hertzs website and was turned away when arrived after occurring over $80 in Uber charges getting there. If you cannot accommodate me understandable but please let me know when booking. I have always paid a bit more for using hertz because they are dependable. But I will have a tough time using again

  Business Response

  Date: 02/28/2023

  Complaint ID: ********

  Res#: K40921768A1

   

  Please accept my sincere apology for any inconvenient caused. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

  As a gesture of our apology I am mailing you a rental certificate to use towards a future rental. Please allow up to 10 days to receive the certificate in the mail.