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:02/14/2023
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.
My daughter and I rented a 2020 ****** Corola Friday January 27, 2023, for one week pending the outcome of an insurance claim for the theft of her 2019 ****** Rouge. On January 31, 2023, a pebble hit the front windshield of the rental car on the driver's side and a crack spidered from there. It was repaired by *********************** on February 7, 2023, in the amount of $487. We are being billed an additional $218.22 from a third-party debt collector. This is an abuse of power in that these additional fees are not related to the damage and should be constituted as junk fees for the following reasons: 1. Junk fees are additional fees charged by banks and financial institutions. 2. These charges aren't usually advertised upfront, making it hard for consumers to determine the true cost of a product or service. 3. Junk fees are often added ************* closing costs, deposit accounts, prepaid cards, and credit cards. Since the **** is launching an initiative to crack down on junk fees and save consumers money, we would like you to review this case and assist in our behalf.
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#:L82957420

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

I regret the confusion regarding the charges billed to you. If the contract was to be rented through an insurance claim as you stated, the renter would need to contact the insurance company for compensation as this charge is for the 1-week rental for a rate of $238.50+Tax.

While I empathize with you and the situation you were in, the charges placed on the card are valid. I am sorry we will not be able to meet your expectations in this instance.

Thank you for contacting us.
Customer Answer
Date: 02/17/2023

Complaint: 19406152

I am rejecting this response because: I am not disputing the rental of the vehicle from January 27,2023 through February 3, 2023, in the amount of $380.22, which has been paid in full. I am not disputing paying for the windshield replacement of the vehicle in the amount of $487.00 which I am prepared to pay since the vehicle was in my possession at the time of the damage. I am disputing the additional charges of $68.22 for 2 days loss of use of the vehicle which is a part of doing business and $150.00 in administrative fees to a 3rd party debt collector before I have been given any time allowing me to pay for the windshield replacement totaling $218.22. These are arbitrary charges benefiting only the company, not the consumer. I am agreeing to the charges I am responsible for including the initial rental, $380.22, and the damage incurred, $487.00, not any additional charges incurred by Hertz as a part of their doing business. Thank you.
Sincerely,

***************************
Business Response
Date: 02/20/2023
Complaint ID: ********
RR#: L82957420

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 any confusion with the damages charged. As it is standard industry practice to access administrative fees for collection processing and our "loss of use" fee while the vehicle is out of fleet and being repaired. We understand that no one likes to pay for damage. However, we believe it is reasonable and justified for us to control our damage expenses by holding customers accountable for damage caused while our vehicle is in their possession. Rest assured that our billing process complies with all legal regulations and that damage charges do not exceed the actual cost to repair the vehicle. We appreciate the opportunity to address your concerns, and look forward to serving you again in the future.

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 to have been fully addressed. The decision is final and further requests to revisit this matter will not be considered as we find the matter fully addressed and closed.
Initial Complaint
Date:02/14/2023
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 Jan 28th, I rented a car at the ***************. The rental was booked to my credit card in error. I did not even leave the lot at Hertz. I went back to the Hertz desk and had them cancel my reservation #********* and booked reservation #*********. Same car same day, except paid in points not credit card. During my stay I extended my rental ending in 682 and received email confirming the extension. Returned the car on 2/1/2023 and was told system was down so i reminded the return agent at hertz my rental number was 682. He agreed and said receipt to come to my email address. When my plane landed, I was shown the wrong contract was billed to my credit card. I called Hertz that day 2/2 and was told nothing could be done until 682 was closed out. Wait ***** hours. Now on 2/14 and 8 calls later and same story, but now my credit card has been billed and my points are gone too. I have been told people will review and each time NOTHING is fixed. Called again today on 2/14 & was told again to wait ***** hours. Nobody can help and nothing is been fixed. When I called back each time, I have asked for supervisor I have spoken with in past, they refuse to transfer me or help me. Very upset and the facts are not in dispute. I have up loaded everything but my notes on who I spoke with each of the 8 times I have called.
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 140511184

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

I apologize for the inconvenience this matter has caused you. After review of your query I have proceeded to reach out to the location directly for further assistance regarding this matter. Once we hear back, we will follow-up with you accordingly.

Thank you for contacting us
Customer Answer
Date: 02/27/2023

Complaint: 19405046

I am rejecting this response because:
Hertz has not solved the issue. They keep sending me emails that contradict the emails they have send me in the past.
Hertz needs to tell me why they did not bill the correct contract which they acknowledge was right and insist without facts to support.
I have attached a file which they Hertz told me to pick any car, then tell me that I picked the wrong car. Help me???
Sincerely,

*****************************
Business Response
Date: 02/28/2023
Complaint ***********
RR#: 140511184

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

I sincerely apologize for the inconvenience this has caused you. After my review of our records, I can confirm a credit in the amount of $258.83 was issued. This was processed back to the credit card on your account on 02/27/2023. Please allow 5-7 business days for processing.

Thank you for allowing us the opportunity to further review your concerns.
Initial Complaint
Date:02/14/2023
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.
I purchased my van to rent for 02/09/2023 the website said you are unable to return on Sunday due to location being closed so I rented it through Monday 02/13/2023 on Pay Now. When I arrived on the day of pick up, they did not have my vehicle I ordered, but provided me a van instead, which was dirty. They advised me they had a drop off for keys in the front, so I COULD bring it back sunday before 8am for the day refund of monday. As well as when I return it they would give me credit for me washing the car myself because I was in a rush to leave out of town for a funeral that all i needed to being was the Rental packet thing he gave me back. So Sunday night I returned the rental keys and slip into the drop box. I called monday morning to disucss the reimbursement and credits, no answer. I called tuesday no answer. I called a **** # since I wasnt able to get through to the location in which they told me my rental wasnt even logged as returned yet, that they would email the location. I immediately left work and drove to the location because I don't want to be charged these extra days I haven't even had it. The guy immediately closed it out. I asked about the credits and refund, he said oh i didn't know you pre-paid so I cant do it here, you'll have to call the corporate number ************** which he highlighted for me on the paperwork. I called and spoke to a *** (manager) refunded to help or provide any other contact information, he actually stayed silent anytime i asked him questions and kept telling me "to ****** it" myself. I want a refund for Monday as I went out my way to Return it early as i was advised to before 8am which was a $70-$80 difference! I also want my wash credits I was advised about i turned in my wash receipts to them. Or do i need to dispute this charge with my bank?? I asked where on the website during my rental process did it advise me I couldn't be refunded?also why did their staff tell me twice I could be refunded, worst car rental experience
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#: 145665354

Please accept my sincere apology for the condition of the vehicle you were provided and the misinformation regarding a refund for an early return. Our terms and conditions state there is no refund for an early return, however due to the misinformation provided I have issued a refund for one day of rental ($76.24). The full refund is $85.24 and will post to your account within 10 days.
I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.
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:02/14/2023
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.
If I could give them less than one star I would. I had a paid reservation for a car, showed up on time to get the car and was told simply we dont have anymore cars. They told this to a line of ten different groups of people that day. No help. No refund offered. Just sorry we dont have any cars, go talk to one of the other companies. We asked everyone else with counters at the airport and they said they didnt have cars for anyone without a reservation. DONT RENT FROM HERTZ IN ******* or your vacation is potentially completely screwed and be prepared to pay twice what you would have paid if youd used another company online. Its a panic inducing way to start a vacation. The company we eventually rented from says that HERTZ does this every year during the busy season. We were there on a Monday and were told there would be no cars for anyone who made reservations for the rest of the week. Its absolutely mind blowing.
Business Response
Date: 02/16/2023
Complaint ID: ********

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

I apologize for the inconvenience this matter has caused you. Our local management makes every attempt to provide our customers with a vehicle they booked for in a timely manner. During our peak rental periods unforeseen situations may arise that are beyond the branches control.

The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufactures. These circumstances have provided strain our typical customer experience. We appreciate your feedback, please be assured we are taking steps to adapt to the new demand within the travel industry.

Thank you for contacting us.
Customer Answer
Date: 02/16/2023

Complaint: 19401022

I am rejecting this response because: this is their business. If its peak season, its not an unforeseen circumstance that you are busy. You overbooked either purposely or due to ineptitude, but your poor planning cost me a lot of money and incredible stress.

Thanks,
*************************
Business Response
Date: 02/17/2023
Complaint ID: ********
Res#: K32814652B5

I am very sorry for any inconvenience caused. As a gesture of apology we would like to mail a rental certificate to the customer name listed on the reservation. Please provide the mailing address for ************************
Initial Complaint
Date:02/14/2023
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 made a prepaid reservation at Hertz (K38236570A1). But when I picked up the car at airport, I was charged an addition $18 Customer Facility Charge. This wasn't in my reservation confirmation (attached PDF file). During my reservation process, Hertz's stated that no such fee will be charged at the counter (attached jpg file is an example to the last step of the reservation).If this fee was in my reservation from the beginning, I wouldnt have a problem with it. But Hertz cannot charge me any additional fees unless they was agreed in reservation. And the store manager ********************************* refused to refund be this charge. So I have to file a complaint here. I want a refund of this $18 charge.
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 146919614

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

I apologize for the inconvenience this matter has caused you. After review of your inquiry I have confirmed that a refund for $18.00 has been processed, please allow up to 7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 02/18/2023

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:02/14/2023
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.
This all started when my wife and I decided to rent a car from Hertz for our honeymoon trip from **********, ** to ************ in *******. We rented the car through AAA and initially paid $801.56 for our trip from Monday, November 14th to Wednesday, November 22nd. When we went to pick up our car from Hertz on the 14th, the Hertz representative told us that we needed to return the car with a quarter tank of gas. My wife and I asked if it would be an issue if we returned the car past the 5:00PM drop off time due to that being the day before the Thanksgiving, to which the Hertz employee told us that as long as the keys were in the drop off box before they opened on Friday, November 25th we wouldn't be charged. When we started the car for the first time, it stated it had 30 miles until empty, eagerly wanting to get to our honeymoon we did not say anything and started on our way. On the trip down we encountered no problems, but halfway through the trip our check engine light came on. We were instructed to change vehicles at the Hertz located at the ***************. After spending three hours changing vehicles, we finally switched cars and we had no further issues on our honeymoon and dropped the new vehicle back off at the ********* Hertz on Wednesday, November 22nd at around 9:30PM with about a 1/2 tank of gas. On Saturday, November 26th we were sent an invoice for $198.21 for a fuel and service charge ($77.77), vehicle license fee ($70.22), and late fee ($12.00) along with other taxes. I went down to Hertz to try and better understand the charges, but because they have my card on file and I had already "paid" the invoice, they said the matter was closed and I had to call the corporate office. I called them and the representative contradicted everything we were told on the day of pick-up, and since we switched cars and the new car had a full tank that was what we needed to return it with, even though we were never told. I have since been charged an additional four times ($62.25 on 12/5, $2.45 on 12/15, $0.90 on 1/4, and $18.00 on 2/13) and each time when I try to ask about the charges, or if this is the last of the charges, I fail to receive an answer. In addition, I am never told about these charges, I have to read my credit card statement to see that they are there. I want them to stop charging my card and explain to me all the charges that I have already paid.
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 988266263

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

I apologize for the inconvenience this matter has caused you. After a thorough review of your contract I can confirm that you incurred an additional $198.21 for extending your rental. I show a fuel charge of $77.77, and a late fee of $12.00, the additional charges billed are for tolls. Please contact ATS/PlatePass **************** at ************** between 7:00 a.m. and 7:00 p.m. Monday through Friday Central Standard time they can assist in the dispute of theses tolls

As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance to the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 02/18/2023

Complaint: 19399781

I am rejecting this response because it still fails to answer many of the questions that we have about our rental agreement. First, they ignored the Vehicle License Fee ($70.22) in their response, which has been one of my questions from our first invoice. Secondly, I am still unclear why I have been charged on four separate occasions all for tolls for a car that I rented over three months ago with fees totaling over $83 dollars. Third, when I am asked to check the ********* Pass for my toll charges, how am I supposed to go about doing that? Fourth, this still doesn't resolve the problem of constantly getting charged on my card without my knowledge, nor how many more payments there might be. Finally, the money has been only part of this issue, the other issue has been all the time and effort that my wife and I have had to use both during our honeymoon and now months later to resolve these issues all because we were told wrong information.

Sincerely,

*******************************
Business Response
Date: 02/20/2023
Complaint ID: ********
RR#: 988266263

I apologize for any misunderstanding. Please be advised the Vehicle License Fee is a mandatory fee charged to all customers for the licensing cost of the vehicle. In regards to the toll charges, please be advised the toll fees are added when the issuing authorities notifies our toll processor of said toll violations. Unfortunately there are times when there is a delay with the toll charges due to this. Attached are your toll invoices.

Customer Answer
Date: 02/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although I am still frustrated with the lack of transparency, the time and effort wasted to get answers, and the need of an intervention from a third party to get some kind of resolution, I find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:02/13/2023
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.
Rented a car from Hertz to use on uber Rental record number ********* When I got the car I tried to get them to swap out car for another car was dirty stains on seat warning light on tires very low tread and they gave me this car after they took my money drove car for a week and got ail for service due already tires getting worse call every week to get another car keep telling me to take it to get tires replaced on my time when I rent this car for work wipers bad breaks squeaky no washer fluid was in car I shouldn't have to spend my time to fix their car I pay close to 400 dollars a week to use this car and this the crappy car they gave me I just want the car shaped out also some credit because they messed up paperwork with uber and had to delay working while they fixed it I know they have cars because you can go through the app and reserve a car right now just need issue resolved
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 128051442

Thank you for contacting us. I apologize for any inconvenience you have experienced. We ask that customer's who are currently on rent contact the local office for assistance.
Initial Complaint
Date:02/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle from Hertz and the automatic trunk malfunctioned on a Tesla I rented (wouldn't close properly and it slipped out of alignment). I have pictures of this and informed Hertz immediately. They are trying to charge me for the part malfunctioning despite it being under warranty as well as a bunch of other (loss of use, depreciation etc) type fees that are ridiculous. They've also lied to me multiple times about their efforts to resolve the matter via a warranty claim with ***** on a part clearly under warranty. I believe they either did not even attempt to try and pursue the warranty claim, or if they did, they got the part fixed for free and then are trying to charge me.
Business Response
Date: 02/16/2023
Complaint ID: ********

Thank you for contacting us. We appreciate the opportunity to assist. We have reached out to our ***************** and they have provided the following information. We contacted the renter on 9/21/22 at which time he explained the malfunction and requested the subrogation package from us. Follow up contact on 9/28/22 where renter said just in case needed he will start the Credit Card claim at that time. Also filing with Geico for the claim. Question from renter at that time if this is considered a mechanical failure that would be covered under warranty for rental car. On 12/28/22 we had a follow up email from renter after several attempts to contact them via phone failed. ****** noted that sent in information on the warranty coverage for this. Agent responded that we never received that email. ****** was notified in a response that the account will roll to collections unless he takes action to send us his dispute in writing and the copies of the information that he says that he has to prove there is a recall on this part and full description of what took place during rental or can set up payment to resolve.
They have advised the damage is not related to a recall malfunction issue, therefore you are responsible for the charges.
Initial Complaint
Date:02/13/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental record #*********. The rental was picked up at hertz ****** in *******, ** 11/28/22 at 1:40pm. The vehicle was returned to Hertz **************, ** 12/5/22 between 4:30pm and 5:30pm. I was instructed to turn right into the right outside garage and the gate was opened by security. I was told to then leave the car and e return slip inside and will be emailed a receipt. The funds were still pending on my credit card and I called and asked is that normal and was told it takes awhile to process. I started receiving letters from hertz vehicle control department around January, 16th, 2023 stating the car needs to be returned and to call. I called January 21st 2023 at 2:55pm spoke to a young lady who then stated the car was returned and its just processing nothing to worry about. I never extended my rental and when I asked the Midway Hertz location manager about charges she stated the car found at a hertz ***** airport and to call them to figure out how it got their. I aske if she could tell me how or when the rental got extended she said she couldn't provide me with that information either or for a print out of my rental agreement. I'm finding out all this information as a go along any nobody refuses to give me any answers I am just being blamed and told I did it when I did not have that vehicle. I have my own vehicle. Who would be this reckless keeping a rental with all of my information in the system and the number of tickets accumulated after all of this. The car was left per rental agreement on the 5th of Dec and left in the condition given. All these tickets and violations started Dec,6th 2022 day after it was returned. This is my last chance if getting this rectified or I will have to take this to court. This has ruined me and my families lives. I did not do this. Somebody at that location did something wrong or ******** riding at my expense. All supporting documents I have are in a file attached. Thank you for your time.
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 104215414

Thank you for contacting us. Please provide the telephone number you called from and to until 01/26/23 to inquire about the authorizations/holds on your credit card. Also you mentioned you attached documents, however there were no documents provided.
Customer Answer
Date: 02/16/2023

*************** to the message sent in regards to the complaint asking for the phone number I used and for the attached supporting documents. The number I used to call was ************. I will attach the documents to this email. Rental Record number # 104215414

Business Response
Date: 02/17/2023
BBB Complaint: ********
RR# *********
This is in response to ************************
I appreciate this is not the response that you were anticipating, however, we want to assure this matter was treated with the utmost importance and that our decision is based on the exhaustive review carried out.
As stated previously, the charges have been reviewed and are correct. The screenshot pf supported documentation you provided does not indicate that someone other than yourself had possession of the vehicle. The rental was investigated thoroughly by the location and corporate security,and it was confirmed that the vehicle was repossessed from the address, and residence provided at the time of pickup. We were unable to locate any calls made or records of anyone other than yourself in possession of the vehicle.

Based on this information, we stand by our original decision and respectfully decline your request for a refund as it is not warranted. Please know our decision is final, as we find the matter fully addressed and closed.
Attached is a copy of your invoice confirming the date of return as well as your Signed Rental Agreement.

Thank you for your attention to this matter.
Initial Complaint
Date:02/13/2023
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 02.10.2023 at 8:00 am and drop off was *****.2023 at 10:00 pm. I went to pick up a car that I had reserved the previous day. I declined all insurance and declined the pre pay fuel option as she told me Hertz charges around **** a gallon. I felt that filling the tank upon drop off would be more ideal since gas is cheaper at a gas station at which point she cautioned me thay if I did not re fuel the car that i would be charged ***** a gallon. Saturday *****, I filled the car to full and dropped off the receipt and keys around 06:45 pm. I'm now being charged a ***** for a pre pay charge for gas. I called hertz and she said i most definitely accepted it and they refuse to remove the charge. I told *** that I am on video surveillance declining the gas charge upon pick up, he then informed me that they have no cameras.
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 146185804

Thank you for contacting us and allowing us to assist. A review of our records indicates you accepted and agreed to the prepaid fuel option on your rental agreement. I apologize for any misunderstanding. As you did return it with a full tank of fuel and provided proof of this, I have issued a refund of $72.32 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.
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.

Sincerely,

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

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