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

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

• 

  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:02/16/2023

  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.

  Rental Agreement No: ********* On February 13 I rented a Tesla Model 3. At the time of sale the person at the counter asked me if I would like to prepay $35 for charging the car. He said - verbatim - "This way you can bring it back empty". "EMPTY" was the exact word he used. After returning the car I received a receipt with an additional $35 charge. I was charged $35 twice. I called Hertz and (after spending almost half an hour on hold) was informed that evidently if the car was returned with less than 10% charge there is an additional charge. This was NOT disclosed to me at the point of sale. If it was, I would have declined prepayment and charged the car myself (and it would have been cheaper than $35, by the way, let alone $70). I requested a refund for the $35 but it was denied. Instead I was offered credit on future rentals or points. I am leaving for another country in two days - potentially for a couple of years. This credit and points are useless to me. I would like a refund of the $35.

  Business Response

  Date: 02/16/2023

  Complaint ID: ********

  RR#: 147692694

   

  I sincerely apologize for any misunderstanding regarding your charges. A review of our records indicates a refund of $38.51 was processed on 02/16/23. 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. 

  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.
  
  **************************** Azbelle

• 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 did a rental through Priceline the confirmation number is K37415453A3 for a week I decided to extend my rental with hertz due to Priceline telling me that I have to call them to extend my rental I have had the since January 16, 2023 and have been extending the rental hertz is charging me ***** a day for continuation of the rental after I got the rental for ***** a day I have requested to speak to a manager and was told that they will call me back because they are in a meeting and can't talk also I have been hung up on by reps because when I request to talk to a manager they told me the manager will not agree to charge me the ***** and in there guide lines that is how it is I contacted Priceline and they told me any extensions have to be done with hertz and because I paided for the rental already they should be able to rate me what I rented instead I am at a rate of ***** a day and being charged 607 for the additional days of the rental so I went from paying ****** for the 7 days to being charged 1***** ******, ****** and I am guessing it will go up, I will like my rate modify and this fixed because this is crazy and the fact that I can't talk to any managers I am getting hung up on and basically they are not returning my calls because there in meetings or there not available this needs to be fixed

  Business Response

  Date: 02/16/2023

  Complaint# ********
  RR#: 125151320
  This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
  
  I sincerely apologize for the misunderstanding regarding extending your rental you are currently in. In a review of our records, I can confirm the last extension was made on 02/10/2023 for a return on 02/11/2023. On 02/12/2023 the vehicle became overdue, and as of today,02/16/2023 we do not show an additional extension has been made.  Therefore, the vehicle is still overdue.  When a vehicle is overdue our billing system will automatically place authorization holds on the vehicle for the day it is overdue, this has been denied by your credit card company since 02/12/2023 when the vehicle became overdue.  At this time we would advise to contact the location directly or our Rental Extensions team at ************.
  
  Regarding the change in your daily rate, in accordance to the Terms and Conditions of the Signed Rental Agreement if any changes or alterations are made to the original contract the rates and cost are subject to change. This is including but not limited to extending a rental, returning early or changing the return location.  Therefore, the rates are valid.
  While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented two cars at Christmas * *********** and Denver * and the car in *********** had illegal bald tires. We hit that awful blizzard and told the manager we should get a refund but nothing yet. Also in ****** we were sent outside to find a car in the dark, below freezing storm. Horrible service and unsafe. We asked to speak to a manager when we returned the car but of course no one was there! After I was charged for both I found out the only 'real' complaint must go via email and as of now no response or apology. The 'supposed' service **** ******** when I dinged her earlier said Hertz had never received our complaint: FW: Hertz ************* Case # ********. This is the absolute worst customer service around.

  Business Response

  Date: 02/23/2023

  Complaint ID: ********
  RR#: 112477326
  
  This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
  
  I sincerely apologize for the condition of the tires on your rental vehicle; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand.  All Hertz vehicles are to be properly cleaned, serviced, and in *************** condition before being released for rental.  We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.   
  
  The General Manager at the ********************************* has issued a refund for the rental.  They have also ensured they would be in touch with you directly.
  
  Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review this matter.

  Customer Answer

  Date: 02/23/2023

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

• Initial Complaint

  Date:02/16/2023

  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 1-5-23 at 11:43am, I returned a Hertz Rental Car ********************. I received a no damage receipt. On 1-5-23 12:50pm Received a final ******************* of reversal of $500 damage deposit. On 1-5-23 4:07pm Received a new bill showing $500 damage charge with no explanation. I called the ******************* said cars are subject to managers inspections & a windshield chip was found. I asked for proof of the chip. I asked to speak to the manager & was told none were available. 1-6-23 Received a picture showing a chip but no identifying marking to show the car it was on. 1-7-23 Went in person to the airport & spoke with manager *************************. He said he would look into this for me. He said chips can happen when they are driving around the airport after cars are returned.1-11-23 Emailed to follow up.1-12-23 Submitted a customer service help request via *********************** website 1-16-23 Response to give them 1 to 2 business days. 1-18-23 I asked for an updated on the damage charge refund. Transferred to ***** who said she will check with ******* and give her until the 26th to get more information and to get back to me. Received an email from Hertz **************** that they stand behind the location and charge. I responded and asked again for documentation showing a second inspection would take place. I reminded them I had a no damage slip. I asked for more pictures showing the car was the car I rented. 1-19-23 Email from Hertz **************** asking to give them **** more days. 1-30-23 Emailed Hertz **************** again to ask for an update. 2-1-23 Received an email from Hertz **************** asking for more time. 2-15-23 Received an email notification Hertz charged my credit card $53.04 by Hertz *********************** without my authorization. No one from Hertz **************** nor this location has contacted me since February 1st.

  Business Response

  Date: 02/24/2023

  Complaint ID: ********
  RR#: L38715412

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

  
  I sincerely apologize for the inconvenience experienced.  We would like to issue a credit for the $53.04 you were charged. Due to this being a privately owned licensee location,we are unable to see their billing. In order to complete this credit we ask that you call our *********************** team directly at ************* with your full credit card information. Please mention case# ******** to the agent when calling.
  
  Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review this matter.

  
  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19412558
  
  I am rejecting this response because: their response does not address the incorrect January 5, 2023 charge of $500 in addition to the February 15, 2023 charge for $53.04 and because ***** at Hertz ************************ Airport told me on February 22, 2023 I should be refunded all the damage charges. On February 22, 2023, I called the ************ Hertz ******************** number to get information about the $53.04 charge. ***** reviewed my file and said yes, it was clear I had a return slip showing no damage and that the two charges - $500 on 1/5/23 and $53.04 on 2/15/23 - should be reversed. ***** said to email the manager at ********************* to request the refund. I emailed that day but I have not received a response. I have attached the email.

  I will accept only a full refund of $553.04 to resolve this matter. I have repeatedly ask both the Hertz PR Airport location and Hertz customer service for proof showing the car I returned had windshield damage at return and that damage falls outside of their normal wear and tear guidelines (attached). When I visited the Hertz PR airport location on January 7, 2023 in person, manager ************************* said chips can happen when they are driving around the airport to take the vehicle to the car wash. He asked for three days to looking into my request. I never received a response. On February 24, 2023 Hertz customer service responded saying the windshield was broken on the car. This was the first time I was told the windshield was broken. Because the Hertz PR airport location's story keeps changing and their staff is telling me I am not at fault, I expect Hertz to refund the entire damage charges of $553.04.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/28/2023

  BBB complaint: ********
  RR# L38715412
  

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

  We sincerely apologize for the misunderstanding regarding the charges for damages. Please be assured your comments regarding your experience will be shared internally for any corrective action deemed necessary.
  

  Please contact us directly at ************ and reference case number ******** and provide the credit card information you would prefer the refund to be processed. Once received, we will immediately begin the refund process of $553.04 to the credit card provided.
  
  Thank you for your attention to this matter.

  
  

  Customer Answer

  Date: 03/02/2023

  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 assuming the refund comes through. I contacted Hertz at the number they provided in their response on 2/28/23. I was told the person who handles credit card information was not available but would contact me at the number I provided. On 3/1/23 ***** with Hertz called me to get my credit information to process the refund. She said it can take 7 to 10 business days to process but often happens sooner. As of 3/2/23 at 8am, the refund is not showing - in
  process or completed - on my credit card. If the refund does not arrive by 3/15/23, I will need this issue reopened.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/16/2023

  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.

  H8269809 2 MA I would like to dispute the *** charge. When I met the representative in the parking lot he explained that it was $15.00 (TOTAL he did not say this was a daily charge). I remember because I made a joke and said "wow only $15.00 for that coverage I might as well, that's so cheap!". Furthermore the contract does not state per day it just states $15.00. I NEVER would have agreed to this had I known it was $15.00 a day. If it was in fact a daily charge it must state that on the contract. No where on the contract does it state this is a daily charge. It states above that it is not insurance so I had no way of knowing this was a daily charge.On 2/1 the representative sent an email stating "I'm escalating your charge dispute to see if a refund would be appropriate.If we determine that a refund is justified, I would put in a request which typically takes up to 8 weeks to be fulfilled.Conversely, if we determine that the refund is not justified, I would also provide documentation and reasons for why the dispute is denied by our review team.I just wanted to provide you with a time frame so that you know what to expect either way.Thanks for your patience in the mean time." There were 3 representatives from Hertz cc'd on that email. Since then I have sent several emails. I called and left a message with the someone at the Somerville location on 2/10. I have not received any phone call or email to update me on this claim.I am seeking a refund for this in the amount of $570.00. As I am a graduate student working in the mental health field this matter is urgent as this is not a small amount of money for me.

  Business Response

  Date: 02/21/2023

  Complaint ID: ********
  ********************** RR#: H8269809
  
  
  This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
  
  I sincerely apologize for the inconvenience experienced.  I have issued a credit in the amount of $675.81.  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 seriously and I want to thank you for allowing me the opportunity to review this matter.

  Customer Answer

  Date: 02/22/2023

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

• Initial Complaint

  Date:02/15/2023

  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 have been renting cars in ****** for the last year as I am over here working. I came back to ****** Jan 10th from Holiday in ******* where I live. I had a small car booked at Hertz in ***** through our SAP booking system for work travel. You can only book so far out so I booked the car for Jan *****st and I always explain I actually need the car for several months, do I renew online or call/email. The normal Hertz location I have been dealing with for several months prior, on the return date, I email a photo of the mileage and they run my work credit card and renew 30 days. So I explained that to him that I needed the car until April 1st. He said perfect just email or call like the other agency and he wrote he said he would give me his work email. So paperwork was fairly quick. He pulls out two envelopes with keys and says "i only have two automatics like you booked we gave your car away, I have a *** x1 and *** x3" I said x1 is fine this is at the rate I booked correct? He said yes. I took the keys he printed the paperwork asked me to sign. The total was $17xx.** and I asked is this the running total until April 1st? He said yes it is the price until April initial here and pointed it out said one is your copy one is mine, he took my copy and wrote his email down. The next day I was filing my work receipts and filed the hertz agreement. I noticed that the ticket said Jan 10-Jan 31st and that is not what we discussed, so I immediately started calling, emailing to make sure the listed cost was like he told me until April 1st. Days and days of endless phone calls, emails 12 in total emails and chat conversations lead no where. Not answering my questions. I spoke with the people at the normal Hertz location I deal with and when the guy was looking at the ticket he said it was correct $23.20 a day, the ticket was the price until April Jan 31st was just that segment end date. Further investigation the ************ assisting me stated they **continued in uploaded doc

  Business Response

  Date: 02/20/2023

  Complaint ID: ********
  Res#: K3601195317
  
  
  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 sincerely apologize for the inconvenience experienced. Please be assured your concerns have been forwarded to the appropriate management for internal review and any corrective discipline deemed necessary.
  
  I have issued a credit in the amount of $546.00 for the upgrade fee.  This has been processed back to the credit card on your account.  Please allow 5-7 business days for processing.
  
  Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review this matter.
  

• Initial Complaint

  Date:02/15/2023

  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.

  My husband **************************** *********************** rented a basic car from Hertz Rental, *************, ******* (***) for an agreed amount of $266.96 October 24-November 2,2022. Hertz charged my husbands Chase credit card &******. My husband disputed the charge with ***** and case was resolved with Hertz. Hertz then sent me (***********************) a bill in the mail for the $301.01 WHICH WAS PAID TO THEM IN FULL. See the attached receipts as proof. We have contacted Hertz on several occasions and the insist on double billing us for the $301.01.

  Business Response

  Date: 02/21/2023

  Complaint ID: ********
  RR#:968980331
  
  This is in response to ************************
  
  I am sorry for any inconvenience you have encountered, After a thorough review of your rental contract I have confirmed based on the photos you provided of your reservation and our records, you reserved a B class vehicle, there was a modification to a C class vehicle, which changed the daily rate. With the above in mind, the charges billed to you are valid and no adjustment is warranted. However, I have added 550 loyalty points to your account as a gesture of our good-will.
  
  Thank you for contacting us.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19409581
  
  I am rejecting this response because: I did not receive an upgrade vehicle. I received what I originally agreed to pay for, the basic economy.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/02/2023

  Complaint ID: ********

  RR#: 968980331

   

  Please be advised your reservation was booked using a contract rate which means the rate is subject to change. Per the attached signed rental agreement you were charged in accordance to the rate on your agreement. I apologize for any misunderstanding, however the balance due because of the chargeback is valid. 

• Initial Complaint

  Date:02/15/2023

  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 12/31/22 we had a reservation for an SUV from Hertz Rental Car, ******************** We rented an SUV, picked up a vehicle from the designated area and were told at exit that specific vehicle was reserved for a certain person and should be have been in that section. We were then told to pull over to an aisle about 20 yards from the exit and take ANY vehicle by the man working. We exited the vehicle, loaded our bags into the vehicle we parked next to and proceeded to the exit again. At the exit another man was with the first, and asked again for ID and credit card. He immediately proceeded to argue with my partner and said there was an upgrade charge. We tried to explain that we were told to take ANY vehicle in that section. He then, already having our credit card, swiped the card and when we said we didnt authorize the transaction he said he couldnt reverse it and customer service was closed. I have attempted to file a complaint with Hertz but have received no response for over 30 days. We are seeking a refund for the additional charges we did not authorize totaling $636.58 Rental Agreement - ********* Rental Location - *********** AP, ** Date - 2023-01-04 Renter - ***** *******

  Business Response

  Date: 02/16/2023

  Complaint ID: ********
  RR#:118786430
  
  This is in response to **************************
  
  I regret the inconvenience this matter has caused you. In accordance with the Signed Rental Agreement our records show that you did accept a vehicle upgrade. After further review and consideration, I have proceeded to refund the upgrade charge for $636.18, as a gesture of our goodwill. Please allow up to 7 business days for funds to post.
  
  Thank you for contacting us.

  Customer Answer

  Date: 02/17/2023

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

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair 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 prepaid ($206) for a class c sedan for 12/22/2023 - 12/26/2023 from the Brooklyn - ************ location (Rental agreement number *********). Upon arrival I was given a Class D (which is lower) since there was nothing else available. On my rental contract it noted the price was $622 which is significantly higher than the prepaid price I paid, however, the contract stated there was a -$601 voucher and not be worry about it. Midway through my reservation I received a random charge on my credit card for $398 making the total reservation cost $600. I called hertz on two occasions in January who had no explanation for the price difference and was told the random $398 charge would be refunded to my account. The difference was still not refunded so I called again on 12/14/2023 and demanded to speak to a supervisor. The supervisor informed me that the the price difference was due to a change to the reservation. I informed him that I had not made any changes which is clear because the dates, time, location, and car match what was in my original confirmation. Additionally, I asked him to tell me what "Change" I had made and he told me that when I went to pick up the car I had asked to be charged the walk I rate which is complete nonsense because I had never called Hertz prior to picking up my car. I asked for a case number, date and time of the call and he was unable to provide it. He was unable to prove that I requested any changed and was still unwilling to help. Additionally, I was lied to by the two prior agents who told me that I would be refunded. In all cases the customer services agents were reluctant to give any confirmation or case numbers which is unheard of for a business. I additionally tried to dispute the charge with my credit card and received a response threatening sending my case to collections.

  Business Response

  Date: 02/16/2023

  Complaint ID: ********
  RR#:114974473
  
  This is in response to **********************
  
  I regret the inconvenience this matter has caused you. After a thorough review of your query I have processed a refund for $394.96, please allow 5-7 business days for funds to post.
  
  Thank you for contacting us.

  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. I will check my account in 7 business days and if there is no refund I will open another case. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/29/2023

   
  I had filed in February (ID #*********. Although the merchant promised to refund me for the amount in question, I was never refunded. I ended up trying to dispute the charge with my credit card company and Hertz sent a letter threatening to send it to collections. 

  Business Response

  Date: 03/31/2023

  Complaint ID: ********
  ********************** RR#: 114974473
  

  This correspondence is being sent in response to **********************

  We apologize for the delays in receiving your refunded amount. We can confirm the credit was input into our billing systems for processing; however, it appears that there was an error in processing this credit due to a technical issue with our billing systems. This has been brought to the attention of our management team and the refunded amount has been expedited to your charge card at this time. We will continue to monitor the refund to ensure it applies correctly. A refund invoice will be available within ***** hours that we can provide to you as well. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19408274
  
  I am rejecting this response because I still have not received the refund promised above and it has been 4 days 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/06/2023

  This is in response to case#********.

   

  I apologize for the inconvenience. Our records show a credit in the amount of $394.96 was processed om March 31st. Please allow **** business days for the funds to post to your account.

   

  Regards,

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19408274
  
  I am rejecting this response because it has been 10 business days and I still have not received a refund. Should I just dispute it with my credit card and get the refund that way? I've tried this in the past but your chargeback team keeps responding to Amex with a letter saying they will send the charge to collections. 

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

  Business Response

  Date: 04/19/2023

  Complaint ID: ********
  Hertz RR#: 114974473

  This correspondence is being sent in response to ********************** 

  We apologize that you have not received the refunded amount. Please find attached the refund invoice showing the credit of $394.96 processed. The average timeline in which a refund is received is 5-7 business days; however, Hertz has no control over this timeline as it is determined by your bank. Please contact your financial institution for further assistance on the status of the refunded amount. 

  Customer Answer

  Date: 04/19/2023

   
  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:02/15/2023

  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.

  Rental agreement: ********* Problem: Hertz continues to send me bills in the mail stating I owe them money ($1,701.27) when I have already paid them. I've emailed them 5 times (and called) to the email address on their billing page explaining every transaction date and the fact that they've been paid but they continue to harass me with bills. 4/24/22- I prepaid $1,701.27 to Hertz for a car rental from 8/7/22 to 8/14/22.6/01/22- Sometime in June my credit card number was compromised so I had to get a new credit card 8/07/22- I arrived in ************* airport for the start of vacation. Hertz rep ****** he needs my original card to prove who I am even though I have my id. So since I don't have my original card (which was compromised), I had to supply another card which they charged on 8/14 at the end of my rental and they wouldn't provide a refund of $1,701.27 from my original charge.8/14/22- I was charged $1,811.34 for the week rental plus they already had $1,701.27 from my prepaid charge on 4/24.8/16/22- Started calling Hertz billing and each day I called they had an excuse for why my $1,701.27 wasn't refunded. I was also told 3 different supervisors would be calling me to explain why they hadn't refunded my money but no one ever called.8/31/22- No response from Hertz or money refunded so I disputed $1,701.27 with my **** of America credit card.9/27/22-**** of America credit card took back the $1,701.27 that Hertz owed me for my refund.10/01/22-I noticed on my other compromised credit card account that Hertz finally refunded the $1,701.27 in September so I called up **** of America credit card to send Hertz the $1,701.27 back to them. 10/10/22-**** of America credit card applied the $1,701.27 back to Hertz so I no longer owe them anything.12/09/22-Received bill in the mail from Hertz (Invoice date 12/09/22) stating I owe $1,701.27.12/20/22-Emailed Hertz all the documentation needed showing I owe nothing. Sent them 5 emails since then with no response.

  Business Response

  Date: 02/21/2023

  Complaint ID: ********
  RR#: 811912286
  
  This is in response to ****************************
  
  I apologize for the inconvenience this matter has caused you. After a thorough review of your query, I have confirmed that the chargeback of $1811.34 has been reversed.
  
  Thank you for contacting us.

  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 as long as I dont get another bill from Hertz in March. I dont want them to ruin my credit due to their mistake.
  
  Sincerely,
  
  *************************