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:02/10/2023
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 Record# ********* I prepaid $125.31 for an online reservation on 1-5-23. The reservation confirmation I received reflected the details and price. When I arrived at the facility on Feb 1 to get my vehicle the desk agent asked if I wanted to have them pay for the gas when I returned the vehicle, to which I replied no, I would do it. He did not ask me any other questions and just spat out a speedy, fairly incomprehensible word soup about a $200 authorization being applied to my credit card which would fall off after I returned the car. After my trip I was filling out my expense report and discovered in the rental agreement that Hertz had charged me for (2) additional products which I never requested or approved and they charged me an additional $117.06 on Feb 3. I have had several email exchanges with Hertz customer service this week to resolve the issue. They are taking the position that since the additional products are on the signed rental agreement they cannot refund them. I have reiterated several times that I did not add these products myself, was never asked if I wanted them, and should not have to pay for something that was, in my opinion, fraudulently applied to my reservation by their agent without my knowledge or consent.
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: 142213352

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

I apologize for the inconvenience this matter has caused you.

We encourage our customers to review the Signed Rental Agreement before leaving our facilities. If a discrepancy is found the customer can ask our agent to remove the discrepancy and reissue and new agreement.

While I regret this was not explained clearly at the counter with our agent the charges were agreed upon per the Signed Rental Agreement. However, as a gesture of customer service I can confirm that a refund for $104.54 was processed on 02/09/23, on average it takes 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 02/13/2023

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 at this time. However, I have requested the business to provide me with an updated invoice that details the variance of $12.52 which exists between the original charge in questions ($117.06) and the credit they issued ($104.54). In the event they do not provide this documentation I may reopen/resubmit this complaint.

Sincerely,

*******************
Initial Complaint
Date:02/10/2023
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.
Hertz ************* Case # ******** Thrifty/********************** provided a vehicle that had 1% oil life. Called into customer care and was told to get oil changed and that after booking would be reimbursed. Have sent in all required docs including invoice and no one has resolved issue and reimbursed. At this point I would *** to also be compensated for my time having to continue to follow up.1) Faulty/unsafe vehicle 2) failure to reimburse 3) inept customer service
Business Response
Date: 02/10/2023
Complaint ID: ********
RR#: 16968779

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

Please accept my sincerest apology for the mechanical issues you experienced while out on rent with your vehicle and the poor customer service that was provided. This is concerning to us as well due to the high standards we stand by as a brand. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles and customer service 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.

I was able to locate and confirm the receipt you submitted for the oil change. I have issued a credit in the amount of $110.03 for the oil change. 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: 02/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ONLY A START AND DOES NOT ADDRESS THE NEED FOR CONTINUED FOLLOW UP AND TIME SPENT. PLEASE CONSIDER APPLYING A DISOUNT CODE OR FUTURE CREDIT

Sincerely,

*********************
Initial Complaint
Date:02/10/2023
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.
Good afternoon,My name is ***********************, and I recently rented a car from Hertz on 01/30/23. The rental record number is *********. The car I rented was a Tesla that I did not know was an electric vehicle. Once I noticed that it was an electric vehicle, I then returned the car the next day on 01/31/23. When I returned the vehicle, the lady wrote on my receipt 72 % and exchange and told me to go inside to let them know of this exchange. I had already made another reservation for the new car as I wanted to be sure that I was able to get a new car. I then picked up another rental on 01/31/23 that was not an electric vehicle. The record number is *********. I had this car until 02/02/23. I recently received an invoice stating I was charged $598.46 for record number *********. I only had this rental for one day and returned it immediately the next day. It shows that I was charged for 7 days and also was charged a fee for ** Kit Replace which was ****** dollars. I never touched anything to the ** Kit. I never had a Tesla and that is why I returned it because I thought it was a car that took gas. I didnt try to ever recharge the vehicle or anything. I literally only drove approximately 10 miles while having this vehicle. I have called the ***** Hertz location and have not been able to speak with anyone regarding these charges. I am so disappointed with Hertz as I am a loyal customer, and I am ********************** Presidential customer. I do not live in ***** to go to the location physically and that is why I have been calling daily and have not gotten an answer. I need this issue resolved immediately. I can't believe this would happen to me because I always loved renting from Hertz and thought they were always on top of things. I am asking for a refund for these additional charges. I am very disappointed right now because I have not gotten this issue resolved. I have been trying to reach a manager at the location and no one has called me back or even answered the phone.
Business Response
Date: 02/10/2023
Complaint ID: ********
RR#: 141100794

Please accept my sincere apology for this error. Our ***** management team has advised they have reached out to you directly to address and advised a refund for the remaining charges in the amount of $342.89 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:02/10/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car through Hertz website while my vehicle was getting repaired. Each week I needed to extend the rental I called customer service. During those calls I specifically asked what I was going to be billed for and what charges I will have added. Each time I was told $169.00 for the week. Upon calling the Hertz store and speaking with a Store representative I was told that my rental was at over $1300.00 . She explained to me that I should have been told that I was being charged extra fees on top of my weekly rental cost. I was NEVER told that I was being charged any additional fees and I was told During each call that I will ONLY being charged $169.00 for the additional week I was getting. I have requested that transcripts are pulled to confirm that I specifically asked about charges, fees, and the total to prove that i was not given that information during each call and was billed undisclosed fees each time. That request was ignored.
Business Response
Date: 02/13/2023
Complaint ID: ********

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

Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter K.

Thank you for contacting us.
Customer Answer
Date: 02/13/2023
The business has fixed the balance and removed fees.
Customer Answer
Date: 02/28/2023

Hi. The company has made adjustments to my account. Thank you.
Initial Complaint
Date:02/09/2023
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.
When I picked up the car, I explicitly explained that I may return it a day late. I repeatedly asked, not once, but twice to TWO separate employees if that would be a problem and inquired about the extended rate. BOTH times I was assured that it would be no problem and the rate would be ONE extra day as per my contract rate of $55.20. My estimated charges were $252.19. When I returned my vehicle without so much as an explanation, I was given a CHARGED receipt for $492.13 which I NEVER AGREED TO OR SIGNED. I was sent on my merry way and told to call the 800 number for any issues. This is unacceptable. I was told one thing, and your company billed at their will without so much as a disclosure. Why would I pay AN ENTIRE WEEKS RENTAL RATE for a car I had for 5 days? I have ZERO problem paying for the extra day I kept the car, but I will NOT be paying for a week, when it was never disclosed to me. I went from an estimated bill of $252.19 to a total Invoice of $492.13. I demand a refund to my ASAP. I have contacted numerous agents who all agree I owe the FULL WEEKLY RATE AMOUNT. I have emailed back and forth and have gotten nowhere. I have an open dispute with my credit card company, and I am prepared to take this to court if need be. There are cameras in the location where I picked up the car, and the terms were clearly explained to me by not one, but two employees. You can't just spring charges on a customer at will without disclosing in advance. The contract I signed says late returns are subject to extra hour/and or extra day charges. AGAIN, I have no problem with paying for ONE extra day, the one I USED. I am NOT PAYING FOR A WEEK!!!!! In addition to this nightmare, I was given a car with a half tank of gas, and had to request that it be cleaned as they were handing it over in the exact condition it was returned in. This is a very shady business and I want all potential customers to BEWARE.
Business Response
Date: 02/13/2023
BBB CASE#: 19372453
RA#: 129429090

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

I apologize for any misunderstanding in regard to your rental agreement. In accordance with 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 is not limited to extending a rental, returning early, or changing the return location.

However, as a one-time goodwill gesture, I have issued a credit in the amount of $143.68 for the difference to reflect your original reservation pricing. This has been processed back to the credit card on your account. Please allow 5-7 business days for processing.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 02/15/2023

Complaint: 19372453

In addition to resolving my personal issue, I originally reached out to BBB because I found your business practice to be very sketchy and not trust worthy. After NUMEROUS attempts in trying to resolve this matter directly with Hertz and getting nowhere, I reached out for help and also to let everyone know the way you are running your operations. I do not agree with the amount being refunded. As per your response, you are crediting back the difference to reflect my original reservation pricing correct? If that is the case, then the math does not add up. The amount that should be credited is $176.90, not $143.68 (you are still shorting me $33.22). My rental rate was $55.20 per day for a total of 5 days which is $276.00, I added the ****% fee of (****), the surcharge fees of (*****), and the 7% tax fees of (*****) for a total of $315.22. Am I missing something? I was charged $492.13. If you deduct the amount that should have been charged of $315.22, you are left with a credit of $176.91 (the amount I should be credited). PLEASE CORRECT ME IF I AM WRONG and kindly forward a breakdown of your actual charges for review.
I'm not sure about anyone else, but I happen to work very hard to earn a living. We are living in very tough times, and pennies matter. More so than the money, this is an issue of transparency, which your contract does not provide. I am a ******** for principal and I appreciate your decision to right this wrong.
As I have stated repeatedly, I don't expect the extra day to be given to me, I am happy to pay the fees that I owe and those that were disclosed to me. If my math is wrong, I apologize in advance, and await a corrected version of my final receipt for clarification.

Sincerely,

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

Sincerely,

***********************
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#:129429090

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 $33.22 please allow 5-7 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 is satisfactory to me.
They have refunded $143.68 and I await the balance of $33.22 for the credit due back to me as per our agreement. Thank you to the BBB for your assistance in this matter. It's unfortunate that I was unable to resolve directly with Hertz, so I appreciate your existence and assistance with this matter. Thanks again and I wish you all a very nice weekend!

Sincerely,

***********************
Customer Answer
Date: 02/28/2023

The additional refund has not been processed. I waited the **** business days but it has not posted. Please help!
Business Response
Date: 03/02/2023
Complaint ID: ********
RR#: 129429090

A review of our records indicates the refund was processed, however we have received a chargeback from your financial institution for the amount of $176.90 after the refunds were already processed. Because of this you now have a balance owed of $141.35.
Initial Complaint
Date:02/09/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental #********* I rented a vehicle and the ** Rep asked me did I want insurance I said yes and purchased. A rock hit windshield on arrival and I was under the impression that the insurance I purchased covered. Later getting contact that I only had personal insurance. Not on the vehicle.The claim amount **** But the paperwork says ****
Business Response
Date: 02/10/2023
Complaint ID: ********
********************** RR#: 112430544
This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused regarding the damage charges billed on your rental. At the time of rental, we show you opted into the ******************* Supplement (***) and *************************** (PAIPEC). However, the Loss Damage Waiver (LDW) was declined. Unfortunately, the *** and PAIPEC do not cover the vehicle in the instance of damage or total loss. The *** provides third party protection of others property damaged by the renter and the PAIPEC covers personal belongings and accidental medical expenses for renters and passengers. Therefore, the charges billed for the damage to the windshield is valid.
Customer Answer
Date: 02/10/2023

Complaint: 19366847

I am rejecting this response because: the amount for the damages was **** why is there an extra ********************************************************************************* if I want insurance and I say yes and not explain all 3. Basically your saying I knew which insurance was what and I pick 2 that had nothing to do with the vehicle. So now you saying I broke the law by driving a vehicle without insurance which is against ******* law. I was under the impression that I got insurance because while at the location I was asked if I wanted insurance and I said yes. Thats what I thought the 83 was for.

Sincerely,

*************************
Business Response
Date: 02/14/2023
Complaint ID: ********
RR#: 112430544

Our ***************** has advised $1248.10 is the estimate only. Attached is a breakdown of the charges.

Customer Answer
Date: 02/14/2023

Complaint: 19366847

I am rejecting this response because:
The estimate is the amount of the damage your asking to include the diminishing value in order to get 1948.

I want to know why the insurance I agree to was not included. The rep did not explain that hertz has 7 different insurance and that what they covered. I was asked if I wanted insurance I said yes. He told me the total and I used my card. So to find out that what I got wasnt what I needed is disheartening. I could have went to jail because I thought I had insurance and I didnt.

Sincerely,

*************************
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: 112430544

The insurances you purchased are ************************************ Effects Coverage (PAI/PEC) and Liability Insurance Supplement (LIS). ***/PEC covers your personal belongings and accidental medical expenses. LIS is 3rd party protection. Loss Damage Waiver (LDW) covers damage to the rental vehicle. Unfortunately you did not accept LDW.
Customer Answer
Date: 02/16/2023

Complaint: 19366847

I am rejecting this response because:

Please stop insulting me. I can read well. Unfortunately, your customer service rep. ******* the ball and yall dont want to admit that. Aint no way I was I suppose to know the difference between all of them. Do I work for hertz? No! Was those options explained to me while I was picking up no. He asked did I want insurance and I said yes. He told me the total and I used my card. Im not sure who issue it is but someone need to figure out why I didnt get what I was offered.

Sincerely,

*************************
Initial Complaint
Date:02/08/2023
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 1/19/23 my brother drove me to Hertz to rent a carevidently they dont accept cash or debit and I did not have my cc with me, so my brother offered to use his; we were told it was just a formality..We stressed how important this was; that I needed for the order to be under my name so I could be reimbursed and was told there would be no problem changing the name when I returned the car. I returned the car on 1/26/23.. I paid with my cc and reminded them to change the name on the order from my brother to me. I was told this could not be done! Both my brother and I went over this with them when I rented the car and were assured my name could be put on the order; otherwise we would have left and returned with my credit card. I called the district manager who was there that day and he now denied ever saying that. That is a lie; both my brother and I definitely made sure this would be done I have tried contacting hertz numerous times via email and phone calls, but have received no response..,my original car was in a buyback program and now it has been sold and is too late regardless to be reimbursed for a rentalthe manufacturer would not accept the rental **** because my name is not on the top as the one who placed the order even though my name is listed as the one who paid the bill along with my cc number had the hertz dealer stood by their word I could have submitted the bill and gotten paid back..I am now out $272.13 due to being lied to.. I wouldnt be so lazy as to not leave and return with my credit card if this were the casehertz owes this to me
Business Response
Date: 02/10/2023
Complaint ID: ********
********************** RR#: 126305222
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration or inconvenience caused regarding the final invoice of your rental. Unfortunately, the name listed on the rental invoice must match the name printed on the rental contract for legal purposes as the named renter is responsible for the vehicle for the duration of the rental period. We regret any misunderstanding regarding this policy.
Customer Answer
Date: 02/10/2023

Complaint: 19364865

I am rejecting this response because: there was no misunderstanding..we were told otherwise and lied to.. had we been told what hertz is now saying we would have left and returned with my credit card. I am neither wealthy enough nor stupid enough to simply throw away almost $300 rather than make the 10 min trip home to get my card.

Sincerely,

***************************
Business Response
Date: 02/10/2023
Complaint ID: ********
********************** RR#: 126305222

This is in response to ***************************. T

As previously stated the name listed on the rental invoice must match the name printed on the rental contract for legal purposes as the named renter is responsible for the vehicle for the duration of the rental period. We are unable to make any charges to the contract. While I understated this is not the desired outcome, please consider this our final response on this matter.

Thank you for contacting us.
Initial Complaint
Date:02/08/2023
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.
We booked a hertz rental car through Expedia for Feb **** 2023 for pick up and drop off at *** airport in ************ at 11 pm. We arrived at the hertz rental car desk before 10 pm. The agent told us that they had no car for us because we booked through Expedia and that Expedia and other sites book cars that arent available. The agent then told us they had no cars and said we would just have to find another car on our own. While we were at hertz desk another couple was told the same thing Fortunately we were able to book another vehicle bit at a much higher price through another company. As this was the start of a 2 week road trip through ********** we had no choice but to pay a much higher rate. We were told as well that the airport rental agencies such as hertz do this frequently This was very disconcerting and we will need book a Hertz rent a car again and will cancel our Hertz club memberships. We were given much better service by Europcar and would definitely use them again,
Business Response
Date: 02/16/2023
Complaint ID: ********
RR#: K36928144D0

Please accept my sincere apology for your experience. The manner in which this was handled is no more acceptable to us than it is to you. Please rest assured this matter will be address with the appropriate Hertz management for immediate corrective action. As a gesture of our apology we would like to provide you Hertz Gold points as you mentioned you have a Hertz Gold account, however we are unable to locate your Gold account number. Please provide your Gold account number so that we may apply gold points to use towards future free rental days.
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:02/08/2023
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.
This is regarding Hertz Rental Agreement ********* and the alleged damage to the vehicle. The rented vehicle was returned in good condition on August 3, 2022 at 10:45 am with mileage of ******. At this time there was no damage to this vehicle and we were not involved in any collision that caused any damage. On August 4, 2022, at 7:46 pm. a damage claim was assessed by ************************. At this time the mileage at this point in time was ******. Hertz is unable to attest to what happened with this vehicle between the drop off time and the claim assessment time some 33 hours later. We have asked why there would be less miles on the vehicle at the time of the claim assessment then at the time of drop off, even though the car had been moved to a different location to be photographed for the claim. We continue to adhere to our integrity regarding this issue and hold to the truth of our word that we did not cause this damage. to this vehicle.We can only speculate on how the damage on the car occurred after our drop off. Just as Hertz speculates that we were the cause of the damage. The damage could have been from another customer hitting the car while parking their car upon return, or a Hertz employee moving this vehicle after drop off, or another incident all together. After disputing these claims, providing information, Hertz sent this to collections. At this point we want the claim dropped since we were not the cause of the damage and would like Hertz remove all charges associated with it, and remove this case from collections. Former Hertz customer
Business Response
Date: 02/14/2023
Complaint ID: ********
RR#: 659709945

Thank you for contacting us. Please accept my apology for any inconvenience you have experienced. We have reviewed this matter with our ***************** they have advised in the interest of customer service they have closed the claim and will no longer attempt to collect.
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: 02/15/2023

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:02/08/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Agreement #: L47485561 ** Reservation Id. *********** I rented a car in January and as a gold status member (# ********) I have added my husband for free as an additional driver on past reservations. When I checked in to pick up the car, I informed the agent that I was a gold status member and confirmed that my husband could be added without charge. I was informed yes and we added him. I received the invoice after returning the car and was charged over $100 for an additional driver fee. I have tried to resolve this with Hertz directly and have been denied. Thank you,*****
Business Response
Date: 02/08/2023
Complaint ID: ********
RR#: L47485561

Thank you for allowing us to review and respond. A review of our records indicates you did not book your reservation with your Hertz Gold number. To receive the benefits of the Hertz Gold program you must book your reservation with your number. Due to this, we are unable to refund the additional driver fee.
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: 02/08/2023

Complaint: 19350015

I am rejecting this response because it makes no sense to not honor a policy, especially since I verbally confirmed my status at the check in desk. If my status were not on the reservation, I should have been informed as such when I made the specific ask about it to the agent. I also was not informed about the charge to add my husband, because if I had been I would not have added him, so that also seems shady on their part.

Sincerely,

***********************
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: L47485561

This is in response to ***********************. Thank you again for allowing me to revisit your concerns. As previously advised, the additional driver being added at no cost is offered to members who book the reservation and complete the rental using the member number. A review of our records indicates you did not book your reservation with your Hertz Gold number. To receive the benefits of the Hertz Gold program you must book your reservation with your number. Considering this information, we are unable to refund the additional driver fee. I can certainly understand this may not be the outcome anticipated however, we ask that you understand our position as our decision remains unchanged.
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.
Kind Regards,

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