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

7,187 total complaints in the last 3 years.
1,723 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:02/18/2023
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.
Hertz charged me $5298.16 for damages not caused by me!Rental agreement# *********. My rental started on 11/18/22 and ended on 11/21/22 for 3 days. When I picked up the car, the mileage was ***** miles (see rental receipt). Two months later after returning the car, Hertz sent me a claim charging $5298.16 for repairs. However, the repair estimates were dated in October 2022(10/19/22), which is 1 month before my rental! I did not made those damages! The only damage I made was a small area in the rear bumber. But Hertz used the damage repair estimate from PRIOR damage to charge me!
Business Response
Date: 03/07/2023
Complaint ID: ********
RR#: *********

I apologize for any confusion. I have reached out to our ***************** for information regarding your claim. They have provided the attached documents related to your damage claim.
Customer Answer
Date: 03/07/2023

Complaint: ********

I am rejecting this response because:
The actual cost to repair the damage caused by me was only $125.29 (bumper repair, as shown in "Damage docs.pdf" and "damage docs 3.pdf"). I only made damage to the bumper during my rental (as in "damage docs 2.pdf" provided by Hertz).
The $5298.16 cost found in ("******** full subro.pdf") does NOT belong to my damage. The damages were made PRIOR to my rental start date!. My rental started on 11/18/22 and ended on 11/21/22, with starting mileage at ****** miles (page 9). However the repair estimate for $5298.16 was dated on 10/19/22 (see page 10), and it is clearly BEFORE my rental! The mileage on page 19 shows 23421, which was also BEFORE my rental. The damage photos from page 21 to page 34 are NOT the bumper damage caused by me. The only damage I made was the bumber, which is in "damage docs 2.pdf" file.
Clearly, Hertz used some prior repair estimate to charge me $5298.16 for damage caused BEFORE my rental!
They need to refund my payment of $5298.16!
Sincerely,

**** ***
Business Response
Date: 03/15/2023
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to ****************
Since your inquiry pertains to a Damage Claim, we forwarded your concerns to our *************************** Offices. They have provided us a response and have confirmed that Viking will do a refund back to source for $5,428.16. Once this is complete, they will update the billing to $125.29 per the invoices. We have attached corresponding documentation for your review and record.
Initial Complaint
Date:02/17/2023
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.
RR# ********* I have been in a cycle of nothingness with this company. I rented a vehicle on 01/23/23 and pre-paid $417.33 online, when I arrived there I was told about the underage fee and the liability waiver and because Im using a debit card there would be a $500 refundable deposit that would be returned 5 to 7 business days after the return of the vehicle, which was on February 1, 2023. I have not yet received this deposit. I keep a very close eye on my bank account and the balance and I think $500 is quite an amount to overlook being added back to your account. I check my bank account before and after every purchase and when I pre-paid the $417.33 it was taken from my available balance. Once I arrived at the location to pick up the vehicle, I was informed of all the fees and the deposit which would equal up to **** or so dollars I only had $1032 when I entered so I knew I would be able to cover it, I asked the manager ****** to change my pre-paid reservation from two weeks to one week so that I could cover all the costs, he did so and I was charged about maybe $700 instead I was told 5 to 7 business days for my refund to be deposited back and I still have not yet received it. *** tried calling them multiple times and they just keep telling me the same thing over and over again about contacting my bank but I have contacted my bank and they say they see no funds on hold and even theyre confused I have **** of America , I would really like this situation to get taken care of since I cant get anywhere with calling Hertz myself please help. Theyre trying to say that my 500 was already deposited but I think I would notice if it was. If I could get a refund for all my charges that would be amazing due to the financial and emotional distress this has caused.
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#: 128172236

Thank you for allowing us to review and respond. I apologize for any misunderstanding regarding your rental charges. Please be advised per the online rental terms and conditions the young driver surcharge and deposit are required at the inception of your rental.
At the inception of your rental, the estimated total after the prepaid amount was applied was $161.56, therefore the required authorization hold on your credit card was $662.00 ($500.00 plus estimated total of $161.56). When you extended the rental from 01/30/23 to 02/04/23 your new estimated total was $349.01. For your records I have attached your signed rental agreement and final receipt.
As you were correctly charged we must respectfully decline your request for an adjustment.
Customer Answer
Date: 02/21/2023

Complaint: 19423718

I am rejecting this response because:
I prepaid $****** for two weeks. $****** was taken out of my available balance the day I prepaid. I saw it, I checked afterwards, I always do. So when I prepaid that it brought my available balance to $1,032, which when I arrived at hertz, I checked again to make sure I have enough for the remaining fees of underage, tax, liability waiver, etc. When ****** had informed me of the total cost of the rental for the 2 weeks including the prepayment, it was too much. It came to about $1,100 or so including the $500 deposit. I already knew I didnt have that available, so I asked him if I could change the reservation to one week instead (which would call for a reimbursement of one week from the $****** payment that was already made) and he did and informed me of the new cost which was around $800. Now he told me the deposit would be issued either next day or 2-3 business days depending on what bank it is. So I leave and check my account and it has an available balance of around $200 or under. Now Im okay with that because I understand ** going to get my $500 deposit back. Now I need to extend my rental, it cost me another $******. Which is about accurate for one more week or less. So I pay it and it comes out of my account as I checked. So now comes return time. I returned the vehicle and ** informed of my deposit being returned in like a week.
Now like I said before $500 is a lot of money to notice being deposited. So I got in my car after I left and checked my account. There was $766 deposited into my account but then taken back out like a few days later and I did the math and its the ****** and ****** added together so I figured it was just the finalization of the transaction. That was the last thing I ever saw as a deposit. But still, I shouldnt have been charged the ****** if it got changed to a week. I never got the $500. I NEVER received my deposit back and I stand by that. I want my deposit back.
*********************************************************
Business Response
Date: 03/01/2023
BBB complaint: ********
RR# *********
This is in response to *******************************,
A review of our records show you prepaid for two weeks at $417.33 for a two-week rental pick-up and drop-off in ****, **. Based on the information provided, you did not have enough funds for the $500.00 rental deposit and additional taxes, fees, and optional services added at the commencement of your rental to secure the vehicle. Therefore, the location adjusted your rental to 9 days.
Our records also show you were billed a weekly rate of $167.89, two extra days at $33.57 per extra day, a Loss Damage Waiver (LDW) at a total of $242.91, and the underage fee total of $171.00. The total charges for the 9-day rental were $766.34, the location applied the prepaid voucher of $417.33 to the total which left a remaining balance due of $349.01. Per the prepaid terms and conditions, of the voucher, we do not refund for unused days for the rental voucher or make adjustments to the voucher. All charges are final, you may review the terms and conditions in the email confirmation of your prepaid booking or during the booking process. Attached are copies of your Signed Rental Agreement and final invoice for your records.
I can confirm that you extended your rental for an additional 5 days at $33.57 per extra day an authorization holds of $468 was processed on your credit card. However, based on my review, the location closed the contract out at 9 days instead of a total of 14 days the vehicle was utilized therefore you received a cheaper rate.
With the above in mind, we stand by our decision and respectfully decline your request for a refund. Per Hertz policy,all authorization golds are released back into your account on the day the vehicle is returned, and the contract is closed, the final rental charges are then billed to the credit card provided, in this case, $349.01. We recommend contacting your bank directly regarding their release hold policy as they are responsible for releasing funds back into their customers accounts, and their processing time may vary.

Thank you for your attention to this matter.
Initial Complaint
Date:02/17/2023
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 for pickup at *** on February 10th. I had prepaid for this reservation and waived insurance coverage because I was covered through my credit card. K37437342D3 Rental Record Locator. When I got to *** the Hertz counter person charged us for insurance without asking. She told us to sign for the deposit and it wasnt until I got in the car and reviewed the receipt that I saw the breakdown. We called the counter numerous times to rectify with no answer. I then began messaging back and forth with Hertz on ******** At first, I was assured we could talk to the ******** location to clear this up. The ******** location said they didnt know why Hertz said that as no local counters could fix billing issues. I got this conversation on video. Then the ******* account told me I could get it fixed only at the *** counter. I stated I was worried that nobody would refund insurance at the end of the rental which was when I would next be at *** but they continued to tell me that was my only option. Of course, upon arriving at *** I was told they could not help as the rental endedeven though I disputed this verbally and in writing the day the rental started. They said a manger would call me. It has been 2 days with no call. I was given a phone number on ******* to a general number and give no help anytime I have reached anyone. I will be disputing this on my credit card as fraud if Hertz does not return the fraudulently applied insurance.
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#: 146375670

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced due to being charged for Loss Damage Waiver (LDW) and ******************* Supplement (LIS). Based on the circumstances I have issued a refund of $232.83 for LDW and LIS to your credit card. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:02/17/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car with Hertz May 2022. Unfortunately the ******% tax was applied to the ** fees, resulting in an overcharge of $19.01. I'm requesting a refund of this amount and have contacted Hertz. However, they aren't able to provide a refund since the rental was more than six months ago unless I pay them $25, which would result in me losing almost $6. I'm not sure why this is necessary since I've attached the receipt of the rental and the receipt clearly shows that the tax was applied to the ** fees, which is denoted by the symbol (T$)
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#: 573577303

Thank you for contacting us. Because the rental is greater than 6 months ago it is no longer in our system, therefore we are unable to determine if you were incorrectly charged. Although a refund is not warranted, in the interest of customer service we agree to refund $19.00. Please call us at ************** and reference your case # ******** to provide your credit card details for the refund.
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: 03/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of Hertz reimbursing me $19.01 is satisfactory.
I understand that Hertz isn't able to access rental records that are older than six months. This is why I provided Hertz a copy of the receipt of my rental record. I don't understand why Hertz could not use this information to determine if a refund was necessary. I also have concerns that this issue affected other customers and with their statement that a refund isn't warranted.
Sincerely,

***************************
Initial Complaint
Date:02/17/2023
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.
My vehicle was damaged and required scheduled body work. I set up a claim with my ************************************** here in *******, ** through my local office claim # **-44K5-00N. I booked a rental car through the State Farm online application and confirmed with the Hertz location in town three days prior to picking up the vehicle that it would be available as I had to go directly to work after picking it up. Hertz location: ******************* MUN AP HLE ****************************************** ************ Upon being dropped off by a friend at the rental office, I was informed that they would not be providing me with the vehicle as "demand increased" and one wouldn't be available until 4 days later. I was thus stranded at the rental office despite having confirmed the vehicle online and with the office directly. As it turns out, after inquiring further, they were willing ********** the same class of vehicle privately at a exorbitant rate of $270/day, which i was forced to pay. Thus, they had my vehicle, but were refusing to fulfill their contracted commitment as they were able to charge much more for the same vehicle by other means. This is extortion by definition. It is unbelievable that business practices such as this are considered reasonable by such a large long standing company. For the record, state farm has tried their best to make it right; talking with the Hertz office directly but they still refused to provide the vehicle at the previously confirmed rate.
Business Response
Date: 03/01/2023
Complaint ID: ********

Upon receiving your inquiry we immediately reached out to our local team in *******, ** as they are an independent owned licensee. They have provided the following response.
The customer was advised that ********************** in ******* is wait listing customers for Insurance replacement reservations due to excessive demand on Presidents Day Weekend. Moreover, we had an unexpectedly high number of damaged cars that couldnt be rented. We apologized for any inconvenience created by that. The customer was not forced into the self-paying rental option. He ended up renting a pick-up truck, again due to availability reasons, and his insurance replacement reservation was for a standard-size SUV. The customer rented a vehicle under State Farm Insurance reservation on Monday, February 20th, as he was assured from the beginning of the rental process.
Customer Answer
Date: 03/02/2023

Complaint: 19418306

I am rejecting this response because:
1. I called ahead prior to arriving to pick up the vehicle to confirm the vehicle would be available and was assured by Hertz representative at the ******* office that it would be. I made sure as I was required to be at work that day and not having a vehicle was not an option.
2. I was never informed in any way by Hertz that this was or could be an issue at any point prior to arriving to pick up the confirmed vehicle.
3. State Farm also had my confirmation on record and attempted to discuss this with the ******* office but was still refused a rental.
4. Vehicles were clearly still available as I was forced to rent one at said exorbitant rate given my situation. Any business refusing a previously confirmed rental in favor of trying to ******* another customer in need with a ridiculously high rate is fraudulent. These are the types of business practices that the BBB is designed to prevent.
Sincerely,

*************************
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: N89988662 and L89661725

The rental location has stated the vehicle you rented on rental agreement L89661725 was a pick up truck, however your insurance replacement reservation was for a standard SUV that they did not have available. Therefore, the rental had to be completed as a self pay.

Customer Answer
Date: 03/08/2023

Complaint: 19418306

I am rejecting this response because:
Again, the rental was confirmed just prior to pick up by a representative at the office. What type of vehicle they had or didnt have available makes no difference and does not change the fact that I had a confirmed rental that they were not willing to provide and would have left me stranded at the office if I was not willing to pay the exorbitant fee they were then requiring for the vehicle they did have.
When you confirm a rental is available and the customer counts on having that vehicle, it is on the company to provide that service regardless of what the demand is and how much they can profit off a holiday weekend. Bottom line is Hertz rented my vehicle to someone else despite my confirmation as they could profit more and left me stranded despite having confirmed a vehicle. This is clearly fraudulent.

Sincerely,

*************************
Initial Complaint
Date:02/17/2023
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.
Our Insurance carrier ******************** had rented us a car due to a accident with our insured car as we paid for on our policy , The rental was for 27 days with Hertz, And the premium would be paid by state farm as they did , SO we were responsible for 25% , SO a representative from Hertz had called me VIA Cell phone and had ask if we would like to keep the car for additional price of $260 per, month , Rep, from Hertz had stated they would give us the Discount price and only would have to pay the same as we had from state farm , So I had explained we are looking for a new car due to ours being totaled and we may take them up on there offer and I will get back to them , So wee decided we would use the car for the extra days but ****** had called on the 11th day over the 27th day rental agreement and had said that we are being charged per day fee. and that the cost was going to be over $900 some odd dollars , so i Immediately returned he car he same day and we were gonna be charged $160 plus $65 so we were alerted by our bank , so we let the payment go through Then we got another alert from our bank a day later saying that Hertz had taken another $500 some odd dollars totaling to over $700 dollars for 11 days of rental !! WE ARE VWERY UPSET AND THESE ****** ARE NOT CORRECT AS WHAT WE WERE TOLD BY A DIFFERNT HERTZ REP. WHO CALLED ON THE ***** THAT DAY. I WOULD WANT A FULL EFUND ASAP IM DISABALED CURRENTLY NOT WORKING AND HAVE NO MONEY FOR THE NEXT 60 DAYS HERTZ TOOK MY MAINDER OPF THE MONEY TO LIVE OFF OF . THANKS ******************************************** ************ call anytime
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#: H20856651

We would like the opportunity to fully investigate this matter. So that we may do so, please provide the name and telephone number of the person who called you and offered you a monthly rate and also the date he/she called you.
Initial Complaint
Date:02/16/2023
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 at Hertz Rental at *******, ** airport in advance, but when my flight arrived and I tried to secure the car from my reservation, confirmation # K40200920E8 for 02/15-02/17, I was told there were no cars available to rent. This is the only reason I was given why my reservation did not obligate them to hold a car for me, no other explanation was given to me. I asked if the attendant at the Hertz rental if it was necessary to cancel my reservation. I was told I had to cancel the reservation and that she was not allowed to do so. I was given no other information, I was not offered help to obtain another car rental from their company or any other company, only that they did not have any cars to rent. I tried to call the Hertz phone number supplied on their website to talk to an agent, but after six tries each involving automated services and finally waiting on a service person to talk to, only music and a message that repeated that there were no customer help people available to help me and to go online to their site, which I had previously tried to utilize without success, I gave up trying to contact Hertz that night. The next day I again tried to contact Hertz both through their online resources and the phone numbers supplied for customer service but was unable to make contact similar to what occurred the night before. I had received email/message notices from Hertz over the last several days prior to the rental date and time indicating my car was ready and waiting for me to pick up.
Business Response
Date: 02/16/2023
Complaint ID: ********
Res#: K40200920E8

I sincerely apologize for the inconvenience experienced when we were unable to provide a vehicle for your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
If you were able to rent from a competitor please submit your final itemized receipt for review of possible reimbursement of the difference in the rental rate.
Customer Answer
Date: 02/16/2023

Complaint: 19415963

I am rejecting this response because: A company as large as yours providing a timely product to the public through a contract you termed a reservation should have a better business plan of action in cases where rental vehicles are not available to meet their written obligations to their customers. You believe the customer should stand up to the letter of the reservation agreement if the car is available, but allow yourself a back door out without attempting to help the stranded traveler who trusted your reservation process find a replacement vehicle when you are short of inventory. My experience was not singular on the night of my arrival, as several other customers were turned away at this site for the same reason, even gold card members. Training to your employees in ways to help aid the unfortunate traveler situation due to the broken reservation by securing replacement vehicles from competitors would go a long way to improve customer relations and to help prevent your time being wasted answering such complaints as this one as well as the bad publicity they generate. The rule of 3 and 33, a satisfied customer will tell on average 3 others about their good experience, whereas a dissatisfied customer will share their experience with 33 other people. The event could have been a win-win if your staff had helped me, but instead your staff chose to make the event a loose-loose by not helping me to secure a needed vehicle from your competitors. Your online service and customer support were totally without merit to me and not helpful at all. After reading your complaints that the BBB posted, I realize I was not the only person with this option. It will be difficult to consider choosing Hertz for my next car rental based on how you view and value your customers needs and your obligations to them, as shown by your example to me and your other potential customers that night. Your staff really surprised me with their lack of knowledge of customer care, which reflects very poorly on you as their employer and supervisor level staff.
Sincerely,

***********************************
Business Response
Date: 02/17/2023
Complaint ***********
Res#: K40200920E8

This correspondence is being sent in response to a query made by ***********************************. Thank you for allowing us the opportunity to further review your concerns.

I appreciate this is not the response you were anticipating, however please be assured your concerns were forwarded to the appropriate management team for internal review.

As previously mentioned, if you were able to rent from a competitor, please submit your final itemized receipt for review of possible reimbursement of the difference in the rental rate.
Initial Complaint
Date:02/16/2023
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 am a gold plus member and have rented from hertz numerous times here in *******. My mother lives In **********, **. I rented her a car on priceline.com to be picked up on Monday, 13 February for two week rental from the 5th ave south location. She went to pick the car up at the location and when she got there the associate told her it would be a $500.00 deposit on top of the rental price. She was using a credit card not a debit card. Even though on the website says theres only a $200 deposit on credit cards. I was on the phone with her when she went back in to speak with the associate, and I had her ask for a branch manager and the associate responded with I can be one, which was not a proper response he shouldve gotten a manager. When she asked the associate again about the deposit while I was on the phone his response was The computer automatically adds $500 deposit to every rental and then he could not change it., which is a lie bc I have paid anywhere from $50 to *** $200 deposit for a rental. She eventually left and didnt rent the car. I have been back and forth emailing the corporate office and I keep getting different people and no one seems to understand the issue. She was trying to be overcharged and on top of that the associate was stating facts that were not true and he refused to get a manager when he was asked to.
Business Response
Date: 02/16/2023
Complaint ID: ********
Res#: K3993949971

Thank you for allowing us to review and respond. Please accept and extend my apology for any inconvenience caused. Please be advised our policy for major credit cards requires we hold the estimated rental total plus $200.00. Based on her rental rate it would exceed $500.00.
I am sorry for the representatives behavior when assistance was requested. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.
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: 02/16/2023

Complaint: 19415437

I am rejecting this response because: that still doesnt respond to my complaint. Her rental rate was only $137 per week. The hertz associate was trying to charge her that rate PLUS an extra $500 deposit on top of the rate. She was trying to use a CREDIT card NOT a debit card either.

Sincerely,

*********************
Business Response
Date: 02/16/2023
Complaint ID: ********
Res#: K3993949971

The rate on the reservation was $179.18 per week for two weeks plus applicable taxes and fees. Unfortunately since the rental wasn't completed we are unable to determine why the rental was denied. The hold on the credit card would have been $200.00 plus the estimated rental total for the two week rental.
We consider this matter fully addressed and thank you again for contacting us.
Customer Answer
Date: 02/16/2023

Complaint: 19415437

I am rejecting this response because: clearly you are not understanding the issue. I will call ********************* and see if she can handle it for me.

Sincerely,

*********************
Initial Complaint
Date:02/16/2023
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.
I rented a car through the Hertz Uber program on 12/19/2022. The original agreement was for me to pay $275/week + tax, altogether that came out to $331.87. I kept the car for a week and a half and then on the evening of 12/30/2022, my wife and I found out we tested positive for COVID19. At the time, it was Friday and the office was already closed so we had to wait until the following Monday 1/2/2023 to call the branch. I was advised that a tow truck would be sent to retrieve the car at no expense to me since I had COVID19, as per company policy. I was told also told they would only charge me for two weeks which came out to $663.74. They weren't able to give me anything in writing I was given a case number ********** which would have these details saved for me. Within an hour after the call, the tow truck came and towed the car back to Hertz and I expected that everything would be settled. However, 11 days later on 1/13/2023 I received a call from Hertz stating that they could not locate the vehicle and they wanted to confirm I turned it in. I provided the case number and reminded them that they sent a tow truck on 1/13/2023 and I haven't had it since. The man said he would look into it and to "hang tight" as they fixed the account. To my dismay, on the evening of 1/18/2023 I found that my bank was charged $1,298.32 from Hertz which is double the amount agreed. I called promptly the next morning and spoke to someone in billing support who told me that I was being charged for the extra week and a half in which the vehicle was in Hertz possession though they were unable to locate it plus $123.53 for a towing fee. She reviewed the case number and agreed to refund 1 week but she could not authorize beyond that. She stated she would escalate for further adjustments. I only received a refund of $275, which is one week pre-tax. I haven't heard anything back but I was charged $69.53 today with no explanation. I'm still owed $359.58 and an explanation or refund of the $69.53
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 113872544

Thank you for allowing us to review and respond. Please accept my apology for any misunderstanding regarding your charges. A review of our records indicates you did contacted our Roadside Assistance to request the vehicle be towed on 01/02/2023. Based on this I have adjusted the additional days for a refund of $193.00 to your credit card. Please allow up to 7 business days for the refund to post to your account. Please be advised as the vehicle had to be towed you are responsible for the charge.
In regards to the charge of $69.53 please be advised the charge is for tolls plus administrative fees incurred during your rental.
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: 02/16/2023

Complaint: 19414657

I am rejecting this response because: you are still charging me for towing fees which I was advised would be waived. To clarify something about your records, I reached out to customer service and offered to return the car myself despite having fever and other COVID19 symptoms. The young lady said that they would prefer that I don't visit due to having COVID19 and insisted on setting up the tow service at no extra charge to me. She explained that having the infectious disease was one of the exceptions that allowed the tow fee to be waived. To be clear, I only talked to the tow company to provide the address location as to where to come pick up the vehicle, the rest of the reservation was requested by Hertz. I informed everyone I spoke to that there was nothing physically wrong with the vehicle and I didn't think a tow was necessary; if someone could come and drive the vehicle like Enterprise does I would be more comfortable with that route. Your team insisted that no one could come and the only option was to tow and that was part of the reason the tow fee would not be applied. If you are now no longer willing to the agreement, I would like to know why I am now on the hook? If I had known that you were not going to honor the agreement, I would have taken the risks associated with returning the vehicle myself and that would have compromised the health of your staff to return it. Please help me understand why I am now being held responsible for towing.

Sincerely,

*************************
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 113872544

My apologies, after additional review I have issued a refund for the tow in the amount of $123.53. The new refund amount for the extra days and the tow is $316.53. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 02/16/2023

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 you for your prompt assistance in helping me quickly find a resolution!

Sincerely,

*************************
Initial Complaint
Date:02/16/2023
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 went in to drop my car off. I had rented it in ******* ********** when I went in I had forgot to fill the tank so I told the lady that I will be right back to fill the tank up. I walked out to the car that was waiting on me to tell them that I had to go and fill the tank up. I went back in there less than 10 minutes. She told me that she had closed it out already. She charge me $150 for 3/4 tanks a gas.
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 147784140

Thank you for allowing us to review and respond. Please be advised once the rental is closed, the vehicle cannot be taken by the customer. Per page 2 of your attached signed rental agreement it states you are to return the vehicle full of fuel or you will be charged $11.41 per gallon for the missing fuel. As you have been correctly charged, we respectfully decline your request for a refund.
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: 02/16/2023

Complaint: 19414050

I am rejecting this response because: it wasnt close. She closed it after I left when I told her that I would walk right back in here you misunderstood it wasnt close.

Sincerely,

*********************
Business Response
Date: 02/17/2023
Complaint ID: ********
RR#: 147784140
The rental agreement was closed. Once you have returned the vehicle, the rental agent is to close the rental agreement. Please be advised our position remains unchanged as no adjustment is warranted.

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