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.
1,721 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:02/02/2023
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.
Hertz canceled my rental at the time of pick up and created a new agreement to charge me late fees and a higher rate. Now they are harassing me with multiple bills to pay additional costs towards the original agreement. They had a glitch in their website where it charged me $32 more than what the agreement said. They went ahead and fixed that but then saw they could charge me more if they canceled my prearrangement and started a new arrangement and pretended that I was signing for the original agreement. I don't know if it was because I am military and had a service dog or because I wasn't the same race as the person at the location of pick up.
Business Response
Date: 02/02/2023
BBB Case 18966202

This is a response to ***********************

Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We have also been unable to locate a reservation confirmation by using your provided email address or phone number. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with K or J) for both contracts. Once received, we will be able to further review your concerns.

Thank you for contacting us.
Customer Answer
Date: 02/03/2023
They company is asking for additional $700 plus on top of my already payment
They made a credit then withdrawal the credit of around $32 after they agreed They made a mistake and agreed to the $833.
They became greedy and changed the original agreement without discussing it with me. They do not have an American worker handling this that comprehends English and follows the original agreement. The people I talk to can not understand that we had an agreement. The first agreement is what we the local person agreed on and said the other 2 agreements do not stand because it was not proper business to cancel someone's contract without their approval.
Business Response
Date: 02/03/2023
BBB Case# ********
This is in response to ******************
In order to further assist you in this matter can you please provided us with the nine-digit rental agreement number for your rental.
Thank you for contacting us.
Customer Answer
Date: 02/04/2023

Complaint: 18966202

I am rejecting this response because:
Herts is playing games. Here is the bill I paid.
Sincerely,

*****************
Business Response
Date: 02/17/2023
Complaint ID: ********
RR#: 989895491

Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates your original reservation K3071008624 was canceled, due to this you were issued refunds of $38.15 on 11/15/22 and $874.83 on 11/17/22 because of the cancelation. Your new rental was booked for a one day rental 11/17/22 - 11/18/22, however the vehicle wasn't returned until 11/22/22. The total charge was $1014.29,however your credit card only allowed payment of $575.00, which resulted in a balance owed of $439.29. After reviewing we have confirmed the charge and balance due are correct.
Initial Complaint
Date:02/01/2023
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 was overcharged $585 by Hertz from a previous rental contract with them in July/August. This contract totaled $1939.31 with tax and the excess charge was from an extra day being added to my rental and charges for gasoline though I rented an EV. I contacted Hertz the day of the first rental contract being closed, notifying them that the total charge was incorrect. In addition to this, there was $1802 of holds on my account, only $489 was authorized due to a new contract opened. After several attempts of notifying them via their customer service line, speaking to the manager of the rental location and multiple people within Hertz Corporate headquarter office in ********, and contacting my financial institution, nothing was resolved despite all parties agreeing the charges were incorrect. I asked Hertz to clear my balance and/or release/return all of the funds to me so my balance could be cleared, and I would then either continue my contract or terminate it and return the rental. After several weeks of run around, I was then told the car I was renting would be repossessed at my expense due to my lack of communication. All of this, even though Hertz acknowledged several times that these charges were their mistake. It was also communicated to Hertz that I was willing to return the rental vehicle but unable to just drop in at any given moment due to the restrictions of being a full-time student, the hours of the rental location, and the lack of availability of the rental location manager, who needed to handle the situation, and other employees. I continued to reach out to the rental location and corporate office to no avail even after follow-**** I was then charged an additional $2690.88 after asking for this situation to be resolved and being told it would be. A receipt was given for $21.15 for toll charges but not for the remaining $2669.73, nor was an explanation able to be given for the excessive holds, nor a refund given for the extra $585 in charges.
Business Response
Date: 02/03/2023
Complaint ID: ********
RR#: 653979605

Thank you for allowing us to review and respond. A review of our records indicates we also received a complaint from the ************************** We sent them an explanation on 01/18/23 that you were incorrectly charged, therefore a refund of $563.30 was processed to your credit card. It can take 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:02/01/2023
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 over ***** Hertz Gold rewards points that will expire in a few minutes now. I attempted to book a reservation on their website only to get an error saying "Unable to process Hertz Gold Rewards Plus - Call Hertz," so, I called customer support asking for assistance (the ***** number, around 11:15pm). A man answered the phone call and asked for my member # which I supplied to him, then he asked for my full name and year of birth, which I confirmed with him. After a few minutes on hold, he told me the system was undergoing an update and no reservation could be made for another 15 minutes. He said to call back then. I let him know my points would be expiring very soon and he said it would be fine as they could retrieve the points even after they expire. After I hung up and waited 15 minutes, I called back only to find out the customer support office closed at *******! Of course the man knew this and was just trying to get out of helping me. There is absolutely no way this fact just slipped his mind. This is insane coming from a large business such as Hertz, and now I am out of points that could have saved me over $200 in rental expenses.
Business Response
Date: 02/02/2023
Complaint ID: ********

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates you booked reservation (K38944183D1) on 01/31/23 for pick up on 04/01/23 and utilized your Hertz Gold points for this rental.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:02/01/2023
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.
Was provided wrong vehicle by Hertz. They adjusted the registration information to allow us to drive off the lot with the vehicle. Damage to the windshield was discovered. We called Hertz immediately and they advised to return/exchange vehicle at destination. At destination, there were no vehicles available for exchange and vehicle was undriveable due to windshield damage. Hertz accepted the return of the vehicle, but did not provide any alternate vehicle for use. I am being billed for the entire period of the rental even though vehicle could not be used and no vehicle was used for last two days. I already paid half of the rental fee, which is $226. I am disputing the remaining $225 fee. I have already sent written documentation to Hertz as they requested, but they are sending multiple letters threatening to report me to collection agency for the $225 amount. Reservation : K12846439A2 Document# ************ showing $0 balance and phone call made to Hertz on 11/29/22 CONFIRMING $0 balance
Business Response
Date: 02/07/2023
Complaint ID: ********
********************** RR#: ********* (prepaid voucher 007344455)
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 confusion caused regarding the invoices you have received for your past rental. At the time of reservation, your rental was prepaid for. Therefore, the final invoice will show as a "zero balance" because the prepayment was settled at the time of reservation and no further charges were incurred at the rental counter.
In addition, we show on 06/08/22 you entered into the rental contract and were provided a Class E7 which is the same vehicle class that was booked on your reservation. Please note, the vehicle provided to you was a new vehicle with only 7 miles on the odometer and had no noted issues during the pre-rental inspection performed by the branch. This information is noted both on the Signed Rental Agreement (SRA) provided at the time of rental as well as on the final invoice.
Your initial scheduled return was for 06/12/22 in *******; however, the vehicle shows as returned on 06/11/22 in ***********. Since the vehicle was rented at 10:49 on 06/08/22 and returned at 18:15h on 06/11/22, the rental was 4 days in duration as we bill on a 24-hour rate only. As such, the 4th rental day is valid due to the time of return.
Our records show a portion of the prepayment was disputed with your financial institution leaving a balance owed of $225.00. This chargeback was received on 08/19/22. Since the rental vehicle was provided to you for the duration of your rental period, the charges were considered valid for your rental therefore the balance was moved to our collections partners for handling. Since you have indicated that the full amount was paid, please provide us with your bank statements from June 2022 - December 2022 for further review.
Customer Answer
Date: 02/07/2023

Complaint: 18958212

I am rejecting this response because I do not agree with the details provided.
1) Even though the *** provided basic information, it does not refer to the conversation I had with the Hertz representative at the Lot Gate who informed me that there was a mismatch in registrant information and that would need to be corrected. We waited a significant time inside the car at the gate while he corrected this information and allowed us to exit the lot. I do not keep video logs of my interactions, but your logs would be able to corroborate this. Additionally, I tried reaching out to Hertz less than a couple of hours after my pickup at 1:55pm EST via chat on 6/8/22 trying to inform them of the problem but could not get through. Finally, when a representative reached back to me, I informed them of the problem and they told me I could exchange the vehicle. I continued to contact Hertz many times that day and the next day for a resolution to the problem and updated them on the status.
There were NO vehicles available for exchange and the Hertz Representative in *********** accepted my return and verbally confirmed that I would not be charged for the remaining unused days of the rental as there were no replacement vehicles available.
2) Your records are in ERROR and incorrect on the time of the return. I returned the vehicle on 6/10/22. I also contacted Hertz and sent a message at 4:04PM EST on 6/10/22 notifying them that I had already returned the vehicle and they confirmed my message at 5:01PM EST. Therefore, I DID NOT have the vehicle for the 4th day of the rental. I will be willing to provide documentation and evidence of these messages and confirmations in any further legal proceedings if it reaches that level or to my state's attorney general's office.
3) Therefore, a portion of these charges are not valid. If your company policy is such that a customer invoice will NOT be adjusted based on their attempt to return/exchange the vehicle, and I must pay the FULL rental fee even though there were NO replacement vehicles available and despite verbal confirmation from your representatives, please state that policy here in a written response back to me. At worst, this is an unethical business practice for which I will remember never to use your company services again and make sure that others are aware of this policy.
At best, this is a complete failure in your customer relationship professionalism at all levels and including the several calls I have made to your billing department regarding this issue who did not help me resolve this issue, did not explain this issue, and refused to provide me with access to a manager level representative to whom I could speak. I am severely disappointed in all of my interactions with your company and service regarding this issue.
4) I am willing to end my complaint/dispute if Hertz adjusts and waives the $225 as an error in communication/billing, removes my account from any collections partners, and reinstates my account to good standing based on this communication.

Sincerely,

*************************
Business Response
Date: 02/07/2023
Complaint ID: ********
RR#: 586369744

I apologize for any inconvenience you have experienced. We have reviewed the information and determined the charges were properly applied and in accordance to the rental terms and conditions. The documents were previously sent to you by our ***************************
Customer Answer
Date: 02/07/2023

Complaint: 18958212
Can you please show/quote me the section from your terms and conditions which references that a customer must pay the full price of the ********************** despite the vehicle being undriveable/unsafe to operate and no replacement vehicle being available.
I would like to be aware of this specific policy so that I can inform friends and family of this policy before booking with Hertz in the future.
Thank you
Business Response
Date: 02/09/2023
Complaint ID: ********
RR#: 007344455 / 584887951

You have stated the rental was corrected at the exit gate. When the correction was made you would have been given an updated rental agreement. Please advise if you have this document and if so please provide it so that we may investigate this further.
Customer Answer
Date: 02/09/2023

Complaint: 18958212

I do not know if I was given another rental document. However, the issue is not with the documentation, but the policy and circumstances surround the rental. The issue I have is with being responsible for paying for a service that was not rendered.
Given that I have already paid for the first two days of the rental, I had returned the vehicle more than 48 hours before the due date and no replacement vehicle given to me, and there is no clear policy in your terms of service regarding this (which I have previously asked for and was not provided)
I am simply asking that you amicably resolve this issue by waiving the $225 fee for the last two days of my rental which I did not utilize and remove my account from collections. Please let me know if you are willing to do this and I will close this case.
Thank you.
Initial Complaint
Date:02/01/2023
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 from Hertz rental under an agreement of $453 for two weeks. I then extended the rental for two more weeks on the phone because on the receipt they have a number you can call to extend your rental so I did that the man quoted me $463 for two weeks, then I had to do it one more time I called up and asked the lady to extend my rental for two weeks. She said OK I get off the phone I get a email showing that it is only extended for one week and then when I return the car after that fifth week, I get a bill of $1700 for five weeks so I called them and they say oh yeah we changed it to a monthly rental which is more money for some reason and they dont want to tell me why because they never said anything to me on the phone about changing the price of the rental I would not have kept the car if that wouldve been the case I have called and they dont want to have any resolve to it.
Business Response
Date: 02/03/2023
Complaint ID: ********
RR#: *********

Thank you for allowing us to review and respond. I apologize for any misunderstanding regarding the rate charged on your rental. A review of our records indicates when you called on 01/06/23 to extend your rental and you were quoted an additional authorization of $795.00 and the new total of $1713.71 to which you accepted. However, as a gesture of goodwill I have adjusted your rate to the weekly rate of $191.08 per week. The refund is $579.13 and will post to your account within 7 business 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.
Customer Answer
Date: 02/03/2023

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:01/31/2023
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.
December 29, 2022 Amount paid: $178.09 I reserved a car for one week, which was to begin on 12/29/22. I prepaid in the amount of $178.09. I arrived to pick up the car and gave attendant my license and credit card used to reserve and pay for car. After a few minutes, I was told that my card was declined. Knowing that this was wrong, I showed proof that I prepaid. I was then told that it was probably declining the deposit. I tried calling my card company, but couldn't get through. I was then told that my reservation was cancelled by then and I would be refunded my prepayment. I went home and after an hour I was able to get a hold of my card company. They said that they never declined payment, only asked for them to call the card company. I was told that the original payment and an additional amount kept being run through and they needed to verify information before releasing any payment. I called Hertz to explain, but was told that my reservation was already cancelled. To be able to rent a car that day I would have to pay more than double the original price. I declined. After a little over a week I still hadn't received my refund. I called and was told that they couldn't cancel the reservation and I had to call a different number. I called several times and I couldn't reach a live agent. Finally on 1-07-22, I got through to an agent and gave them the information. I was then told that my refund should be seen by Monday. If not, I was instructed to call back. After explaining the issues of getting through in the first place, I was just told call back. Since then, I have made 27 phone calls and spent over six hours on hold. I have gotten nothing but the run around when I can get through. I have been a long time customer of ********************** and have never before had an issue. I am just at the end of my rope and feel ripped off. Confirmation number of rental:K35302970B3 Member #: ********
Business Response
Date: 02/02/2023
Complaint ID: ********
Res#: K35302970B3

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. A review of our records the refund had not been properly submitted, and for this I am very sorry. I have properly submitted the refund for $178.09. Please allow up to 7 business days for the refund to post to your account.
Please rest assured we will address this matter with the appropriate management for immediate corrective action.
Initial Complaint
Date:01/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz January 2023 I returned the car with no problems only later to find a charge on my Credit card of $300 and I have been falsely accused of smoking MARAJUANA in their vehicle. There was entirely no evidence to prove that so I have been fraudulently charged a smoking fee and accused of having/using drugs
Business Response
Date: 02/02/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. We appreciate the opportunity to assist. We have reviewed this matter and determined the location management indicated they personally checked the vehicle and determined the vehicle smelled of marijuana when it was returned. Per our rental terms and conditions we have a non-smoking fleet, therefore the charge is valid.
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: 02/02/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ************
Initial Complaint
Date:01/31/2023
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 rented a car from Hertz 1/27/23-1/29/23. Once I was flying home I realized I left my *************** sunglasses in *** car 01398/212705823SIR 4RUNNER 4WS LICENSE: ******** I made a report right away. I asked *** who clean ***ir cars and ***y told me hertz cleans ***ir own cars but now my sunglasses cant be found. I am appalled that a company like hertz allows ***ir employees to delinquently and bluntly steel from *** people who pay ***m. I called and *** person in lost and found was not willing to help me and find out if *** car has been rented already to follow up with *** people who clean *** vehicle after a return.The *************** sunglasses where worth $850.00
Business Response
Date: 02/09/2023
Complaint ID: ********
********************** RR#: 140225411
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
We regret any inconvenience you experienced regarding your lost sunglasses. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. The ********************** location in ******* conducted a search of the vehicle and of the Lost and Found inventory. Unfortunately, in this case, your sunglasses were not located. Although we can find no evidence to indicate that a theft occurred, the Hertz Area Manager at the ******* location has been notified of your concerns.
We are always concerned when customers lose personal items. However, in accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles.
Customer Answer
Date: 02/13/2023

Complaint: 18950609

I am rejecting this response because:
I had called the offices 20 minutes after I return the car, the theft happened due to the lack of care from management and its superiors.

Sincerely,

*********************
Business Response
Date: 02/15/2023
Complaint ID: ********
Hertz RR#: 140225411

We show no evidence a theft occurred. I apologize for your dissatisfaction. I hope you will respect our position on this matter as we consider it having been fully addressed.
Initial Complaint
Date:01/31/2023
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.
Car rental from Thrifty (Hertz) rental agreement #*********. Rental made through HotWire.com, itinerary # **********. Pickup at ***, *************** ******* on 9/19/2022. Return *** 9/26/2022.Rental car was returned to Thrifty rental location at *** at 3:30 - 3:45 am 9/26/2022. At the time of return no Thrifty rental agent was available as is normally expected. I therefore did not receive a return receipt.I parked the car, left keys in car and my wife and I caught our Southwest flight returning to our home in ******, **. Southwest Confirmation # **JADI.On the morning of the rental return (9/26/2022) I called Thrifty and explained the situation. About 2 weeks later I found my credit card had been charged for an additional 5 days, $193.84. I called Thrifty to dispute the charge and notified Chase credit car services. Thrifty sent me another bill, ***** responded with a dispute resolution and returned the $193.84 to my account.. At this point I contacted Hertz as it seems ******* had ignored my calls. Hertz solution was to turn the claim over to ************************** a debt collector. Reference # RH8268.
Business Response
Date: 02/09/2023
Complaint ID: ********
Thrifty RR#: 913053035
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 concern caused regarding the balance due on your rental invoice with Thrifty in ***************. Our records show this matter was previously handled by our **************** team and the balance of $193.84 no longer shows as an outstanding balance. This change took place on 01/30/23. Therefore, you should not receive further correspondence regarding this balance.
Initial Complaint
Date:01/31/2023
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 had a reservation to rent a car from Hertz ****************** Airport on 1/26/23. I reserved a "Managers Special" rate under reservation #K3620650249. My total rental rate was $53.04 and my reservation email clearly states that the "Rate is guaranteed".Hertz describes on their website the "Managers special" as follows: "With the Manager's Special, you'll get an Economy or larger vehicle at a rate that is equal to an Economy car. When you arrive to pick up your car, the location will pick the vehicle for you: you might get an Economy car, a Mid-size car, a Minivan, or an SUV... it's a special deal!"When I arrived to the Hertz location there was initially no cars available, however, I was eventually given a **** Explorer. I accepted this car as it fit within the description of the Managers Special. I reviewed my rental record #*********, however, and saw that I was charged a "Vehicle Upgrade" fee despite never having upgraded my vehicle. The rate I was charged on my rental record was $202.52. This price is $149.48 more than my rate on the reservation.I emailed Hertz customer relations and they refused to refund any more than half the difference between my reservation rate and the rate I was charged. In their response, the customer service representative stated that "I can only give you a maximum adjustment of half the cost since the upgrade is from a sedan to an SUV." I responded and reminded them that I did not reserve a specific vehicle class. Additionally, I protested that regardless of the vehicle class I purchased, I should be penalized for the overbooking and lack of car availability as this was Hertz's fault and not my own. I never received any further response from Hertz.Being that I never requested any upgrade and accepted the smallest vehicle available at the time, which was offered to me in accordance with the Managers Special terms. I respectfully request a refund of the full difference, $149.48 between my reservation and the rate I was charged.
Business Response
Date: 02/01/2023
Complaint ID: ********
********************** RR#: 129394812
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 confusion caused regarding the Managers Special booking and the upgrade fee billed on your rental. Booking this car class will have a special set 'low' rate. The renting location Manager will advise and issue whatever car class/model (compact or higher) they have available. Our records show at the time of rental, the vehicle upgrade was accepted and signed for and a Class L - SUV was provided. Attached is a copy of your rental contract for review and record. It is the customers responsibility to review the terms of the contract before departing the facility so that any errors may be addressed promptly.
Based on our records, our **************** team provided a credit of 1/2 of the upgrade charges as a gesture of customer service. As the charges are valid, further adjustments are not warranted. However, as a gesture of goodwill we are processing a credit of the remaining charges for the upgrade fee. Please allow up to 4-7 business days for the credit to show on your account.

Customer Answer
Date: 02/01/2023

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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Hertz is NOT a BBB Accredited Business.