Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hertz has 2459 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

• 

  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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: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 am writing to dispute charges from a recent four-day car rental in *******, *******. I was charged more than double the car rental quote. Here are the details of my dispute: On December 25, I received a quote of $496.58 for a small SUV (i.e., Q4 ****** Rogue or similar) at the cost of $89.14 per day (see My Hertz Reservation K3521570918) On December 26, when we arrived at the ******* airport, a small SUV was not available on the Gold row, and we were instructed to select a small SUV from the presidential row o We selected a red RAV Later that night, I received an email indicating the rental cost was $608.97, which appears to be the result of Hertz adding insurance I did NOT select and different fees than those on the original quote o Hertz emailed the new cost and fees(see below and attached Hertz Gold Rental Agreement) while we were driving from ******* to *****, which we did see until today, December 31 On the morning of December 30, we switched the drop-off location from ******* to ************, ******* o The car was returned well before 4pm, the scheduled time of drop-off o Via telephone, two Hertz representatives informed us we would pay an additional fee of $195.91 to change the drop-off location o They conveyed a charge of $287 would hit my credit card, but it would be reduced to $195.91 after the car was returned (the latter did not occur) On December 31, I received a receipt for $895.91, almost double the quote o The receipt did not detail the $195.91 o However, the receipt itemized various fees added during the rental, which I did not agree to, including the *** insurance mentioned above, which I did NOT select verbally, electronically, or on the Hertz app (even though the app indicates I selected it) There was also an increase in the daily cost of our car rental, from $89.41 to $146.12, which we were NOT notified would occur by either of the two representatives we spoke with about switching the drop-off location o Although there is a Return Change Fee clause buried within Hertzs Terms and Conditions(see clause L below), this last move feels a lot like a bait and switch o The quoted $195.91 fee is also notably higher than the $15 or $50 price mentioned in Hertz's Terms and Conditions Hertz now insists I owe more than $1,200 for a four-day rental. I have contacted Hertz, and they refuse to make good on their reps' promises or remove the fees they likely "pre-checked" on the app. I'm very disappointed with my Hertz experience. By way of this report, I'm again asking Hertz to reduce my payment to the original quote plus the fee of $195.91, according to our written and verbal agreements. So far, they have denied my requests. I am also working with **************** to dispute the charges (though I need more success).

  Business Response

  Date: 02/07/2023

  Complaint ID: ********
  ********************** RR#: 116810794

  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 charges billed for your rental. Our records show at the time of reservation, you confirmed your rental for pick-up on 12/26/22 in ******* and return to ******* on 12/30/22 for a base rate of $89.14/per day and the acceptance of the Loss Damage Waiver (***) at a rate of $34.99/per day based on your selections within your Gold Plus Rewards profile where the *** is accepted on all ************* based rentals. In order to avoid the *** charges on future rentals, this option will need to be removed from  your account by logging in via the Hertz website or mobile app. We have attached your Signed Rental Agreement (SRA) showing these charge which were agreed upon at the time of rental. As noted in our Rental Terms & Conditions, these rates are based on the specific terms of your rental which include the return time as well as the return location, any changes to these terms will result in a change in the rate plus possible additional fees. 

  We show on 12/30/22 you contacted our Rental Extensions team to make a change to the return location and return the vehicle one-way to ************, **. At this time, the rate was adjusted to the applicable one-way rate of $146.12/per day and additional authorization was required on your charge card for $287.00. A one-way rental is typically more expensive than a local rental because of the additional costs to handle.   We not only experience the cost of transporting these vehicles back to their owning location, but we also lose the opportunity for potential rental revenue while the vehicle is idle and in transit.  Because of the additional costs, our rates have always been set accordingly, particularly our rates for one way, long distance, or short duration periods.  

  With the above in mind, the charges of your rental have been reviewed and are valid based on the terms of your rental. We have been unable to verify that a different rate was quoted at the time the return location was changed. Had the initial reservation been booked with a one-way return to ************ the rate would have been confirmed as the same rate for the dates of your rental. 

• Initial Complaint

  Date:01/30/2023

  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 01/26/2023 the 2020 **** Fusion I was renting from this location became inoperable. Their employee ***, who is in charge of handling the Lyft rental contracts, advised me to call Hertz Roadside Assistance to have the vehicle towed to back to this SAME location. I did just that. The tow truck driver confirmed the address to be **********************************************************. The next day, I called *** to confirm if the vehicle was there. She said she would check and get back to me to close the contract. She never did. Today 01/30/2023, I received a call from Hertz saying I still needed to return the vehicle. I called back to ask *** what's going on. She said the vehicle was not there and I needed to call back to RA as it was my responsibility to make sure I knew where the car was after it was in Hertz contractors possession. I repeatedly questioned why it was my responsibility to track down a car that was picked up by her company. She stated she was not going to go back and forth with me about this and disconnected the call. COMPLETELY UNACCEPTABLE! This was not my first rude encounter with this employee but today was the last straw. She needs to be fired or reassigned to a different role because her customer service skills are awful and she is a poor representation for Hertz. Every single time I call, she answers as if someone is bothering her. Every other Hertz call center employee I've spoken with has been extremely helpful but its only so much they can do. I have to go through this location because I rent through Lyft Express Drive. I'm still being charged for a vehicle I no longer have and I can't rent another vehicle until this is resolved. Lyft is a big source of income for me and this is preventing me from providing for my family. I'm extremely upset with how this employee is choosing to handle this situation. I was told by other employees that this is a simple fix. I just wanted to let Hertz Corporate know a bit about how this was handled and have it and her rectified.

  Business Response

  Date: 02/15/2023

  Complaint ID: ********

  RR#: 125089355

   

  Please accept my sincere apology for the billing error and the difficulties you have experienced trying to have this matter resolved. After thoroughly researching this matter, I can confirm you were charged for extra days in error as the vehicle was towed on 01/26/23. Therefore I have issued a refund of $188.80 to the 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:01/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a presidents reward member and I book my car online with my flight and prepaid for everything upfront. Upon arrival to pick up the car I was told my car wasnt avalibke and I would have to pay triple what I already paid to get the car. **** then wanted to force insurance on me or pay $2250 I have rented many items and never have I been scammed like this. My whole rental was $70 for the week yet I was charged $275 for no reason to take the car. I want my $275 refunded as I paid in full for the car and shouldnt have been forced to pay a $22 a day upgrade and $100 in tax they said tax was .45% but the charge was $150 tell me how $125 is .45% of $150. This is extremely appalling and not acceptable. Also hertz does not answer the phone and cannot get ahold of anyone. This is a scam I will also be contacting my bank!

  Business Response

  Date: 02/17/2023

  RR#: F39715222
  
  This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
  
  I apologize for any misunderstanding regarding your final invoice billed on your recent ******, MX location.  After a thorough review with the locations management, it was confirmed you were not charged an upgrade fee.  Additionally, the added services were selected and signed for at the counter by you. Therefore, the charges are valid. Please see the attached copy of your Signed Rental Agreement with the breakdown of charges for your review and records.
  
  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: 02/17/2023

   
  Complaint: 18950509
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  i didnt sign for anything and I denied tbe insurance this is a scam done in ******. I prepaid for everything and only agreed to the deposit. No services were add, hertz should be ashamed and Im a presidents club members this is disgusting. 

  Business Response

  Date: 02/17/2023

  RR#: F39715222
  
  
  Thank you for responding to our previous correspondence.
  
  I appreciate this is not the response you were anticipating, however as previously stated the charges are valid per the signed rental agreement provided.  Please be assured your concerns were forwarded to the appropriate management team for internal review.
  
  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:01/30/2023

  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 through AirFrance/Hertz for a rental with return to a different location included. This was confirmed by an email. I also made two phone calls to Hertz weeks and days ahead to verify the rental and return to a different location was included. Then at the time of the pick up Hertz charged me again for the return to a different location. The agent refused to give me the prepaid car without paying the additional fee that was already paid and confirmed in the reservation and by email and phone. She said to email the local company and they have not returned my emails. I have been in contact with Hertz Corporate and they are not willing to refund the 2nd fee that was charged. The email confirmation and dates and times of the recorded verification calls were provided to them and here.

  Business Response

  Date: 01/31/2023

  Complaint ID: ********
  ********************** RR#: 558286094

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

  Our records show you previously reached out to our **************** team for assistance with this matter. We have confirmed they assisted with providing a refund of $156.00 EUR on 01/30/23.  We are pleased to see our **************** team was able to assist with resolving this matter for you. 

  Customer Answer

  Date: 01/31/2023

   
  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:01/30/2023

  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 Rental Record #********* Rental Date: 9/03/2022 - 9/04/2022 Dispute: On 9/03/2022 I rented a vehicle from the Hertz location at the airport in *******, **. The rental was dropped off at the Hertz location at the airport in ***********, ** on 9/04/2022 at 12:48 pm. The personnel at the return location failed to check-in the vehicle on September 4th, instead processing the check-in 8 days later on 9/12/2022. I filed a dispute with Hertz via email regarding a letter I received in the mail for the late charges. Hertz proceeded by debiting my account for the late charges. After the dispute was resolved with the billing department, Hertz provided a refund for the additional charges, minus the original cost of the rental for $251.25. However, Hertz still failed to correct the dates for this rental and has now turned over the charges to ********************** debt collection agency. I provided all of the necessary details to TSI to contact the rental location in Garden City **, referring them the customer service representative, first name ******, who I have contacted numerous times to resolve this matter. Hertz and TSI has failed to do the due diligence in verifying the information that I have provided to them. Hertz will no longer deal with this issue since it has been turned over to the collection agency. The collection agency has failed to contact the Hertz representative at the Garden City location to verify the correct return date for the rental. Lastly, the individual named Hunter at the Garden City location has failed to provide requested documentation stating that the rental was returned on the aggreed upon date of 9/04/2022. A witness can also be provided to verify the turn-in date as the person acted as my return ride to ******************* from the Hertz airport location after the vehicle was returned.

  Business Response

  Date: 02/03/2023

  BBB Case 18945425
  RA No: 835064871
  
  This is a response to *********************
  
  I apologize for the confusion regarding you billing.Our records show that you were refunded $1376.32 on 9/27/22. You only paid $863.65 for this rental, however you were refunded $512.67 too much. Please be advised you will need to pay the rental balance of $251.25 plus the amount you were over-refunded for a total balance of $763.92 owed.
  
  Thank you for contacting us.

• Initial Complaint

  Date:01/30/2023

  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.

  Disingenuous toll charges. I rented a vehicle from this location and received a hefty toll ******************* after I returned the rental. For example, for $18 of toll charges I received an extra charge of $47 in what they call a convenience fee. Apparently they use a system called Plate Pass, which automatically bills you for the tolls and adds their extra fee. I am renting a car from you Hertz, why dont you have a Sunpass in the car already? You stand by while they charge me 3x the amount when I go through a toll, yet you dont discuss this with me when I pay you up front? Youre allowing your clients to get ripped off. My employees will never use Hertz again.Summary- Utilize a more transparent tall system that doesnt give your customers the hassle of having to deal with a third-party. Especially when you try to speak to Hertz about the issue and they say they cant do anything and you have to contact the plate pass company. Thats a sneaky way to avoid the topic that you are siphoning money from your clients pockets.

  Business Response

  Date: 02/06/2023

  Complaint ID: ********
  RR#:H18483043
  
  
  This is in response to ************************************
  
  
  Per the provided Signed Rental Agreement (SRA) the toll package was declined, if a Toll Package is declined the toll charges would be charged to the customer on a separate bill.
  
  Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. Several states are now going to cashless tolls,so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation.The administration fee is in place to help Hertz recoup our costs from managing the toll program.
  
  All toll charges are applied to the Credit/ Debit card, provided for the rental,within two weeks of the rentals completion. The administrative fee. This information is provided in the Terms & Conditions as listed in your Signed Rental Agreement on Page 4.
  
  
  
  Thank you for contacting us.

• Initial Complaint

  Date:01/30/2023

  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.

  1/27/23 Rental ********* Hertz has been shown to make predatory false smoking charges for their own profit. I received a charge of $500 after my rental had been closed for supposedly smoking in their vehicle. Their customer service would not address the issue. I picked up my rental at 1/25/23 at 11pm. The truck had a strong smell of deodorizer when I first inspected it. I had a bad experience with their vehicle maintenance also leaving me to deal with their roadside assistance who refused to send a tow truck to jump their car "to save money" I was told to find someone in the parking lot to help. On 1/27/23 at 6am, I returned to the airport and I filled out their incident report because the truck was still not starting. I received the close out statement for the correct charge. Later the Company charged my card for $501 and sent a new bill of statement with explanation "Outside washing.". I did not know what this meant, so I submitted a billing inquiry on the Hertz website. I was told it was a cleaning fee for smoking in the vehicle. I DON'T SMOKE, and I was the only occupant during my rental. The car had a strong deodorizer/air freshener smell when I first inspected it, probably covering up a previous smoker. Hertz rental car is padding their profits by fraudulently charging customers exorbitant false fees. There are other complaints specifically with this company by a simple ****** search. The billing inquiry ended with a vague response of non-resolution: "I regret you found our previous response unsatisfactory. Unfortunately, the rental information available to us does not indicate a refund is due. Adjustment credits are based on information that, in this case, did not support an adjustment or compensation in your favor. Although the resolution was not what you preferred, we hope you will understand our position on this matter."

  Business Response

  Date: 01/31/2023

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

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

  All vehicles are serviced and cleaned before being assigned to customers. The customer should return the vehicle in the same condition as rented. We understand a customer may not wash/vacuum the vehicle prior to their return to remove normal road grime, etc. However, smoking, and other similar impurities require more time and detail therefore a cleaning smoking fee will be assessed.
  Upon receiving your complaint, I immediately reached out to General Manager in ************, **. Based on the information provided two managers confirmed evidence of smoke such as ashes in the vehicle upon return.
  

  With the above in mind, the charges are correct. However, as a one-time goodwill gesture,I have issued a credit for $500.000 to the credit card on file. Please allow 5-7 business days for processing.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 01/31/2023

   
  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:01/30/2023

  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.

  From 01/05/2023 thru 01/27/2023, I have telephoned Hertz Rent a car during business hours 8am through 5pm. For the past twenty-two (22) days. Every day for twenty-two days Hertz has advised me by saying, "Sorry, we don't have any vehicles you can rent." Hertz Rent a Car Company has a contract with State ************************** I have been struck in my townhouse for the past twenty-two (22) days. The grocery is ten miles from my townhome. I cannot go to work; I don't have a car to drive. I don't have a vehicle to drive to get to work. Hertz has advised me for almost one whole month. Hertz keeps saying "Sorry we don't have any vehicles for you to rent today." I have telephoned every Hertz location in Los Angeles County. Hertz locations keep saying "Sorry we don't have any vehicles for you to rent today." I need to make a living. My vehicle will be in the auto shop for 30 days. I don't understand why Hertz Rent a Car won't rent me a car. I need to go to work. I need to be able to take care of myself. By commuting to work by driving a vehicle. Walking ten miles to the grocery store is very difficult. It has been extremely inhumane for Hertz Rent a Car to have a Contract with State ********************************** and Hertz re continues to refuse to rent a customer a vehicle. ********************** is guaranteed by State Farm to be paid. State Farm is willing to pay $600 for a month. For renting a vehicle from Hertz. It has been very difficult for me to walk my children to and from school. I am a single mother with two minor children. It is extremely inhumane for Hertz Rent a Car to tell me every day, "Sorry don't have any vehicles to rent to you today." Hertz Rent a Car has a contract with State ********************************** Hertz is guarantee $600 for thirty days. This is inhumane of Hertz Rent a Car.

  Business Response

  Date: 01/31/2023

  BBB complaint: 18942004
  

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

  Upon receiving your complaint, I immediately reached out to our ******************************** team regarding your concerns. Based on the information provided, we do not have a record of no vehicle available for your insurance replacement rental. We show that you contacted the location regarding concerns that your insurance provider does not cover the taxes and fees for the vehicle.
  
  The manager advised that they have contacted you and a vehicle will be available today. If you have any further questions or concerns, we recommend contacting your insurance provider or our location directly for immediate assistance.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I appreciate Hertz Rent a Car very much so.  Yes, I did get a ***** Civic yesterday.  Hertz reached out to me.  An expedited my concern.  I am very happy with Hertz Rent a Car.  i will be Hertz customer for life.

  I am 100% satisfied with Hertz Rent a Car.

  Respectfully submitted.
  
  *************************

• Initial Complaint

  Date:01/27/2023

  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.

  On 09/26/2022 i rented a car from Hertz,*************,location ****** which i returned on 11/05/2022 I had the car for 40 days ,all this time because of my car totalled in an accident;and just about a month before i had lost my job.After i returned the car,which it was done at night , i went home snd requested a copy of my bill. It took s couple of weeks to get the bill and once i got it ,i was shocked st the total.;which was $3423.78.After reviewing the bill i noticed two charges thst i never agreed to because i have those services through my insurance company and as a perk on two of my credit cards Insurance for $654.00 **************** $359.60 More than a $1000 on charges that i never requested; i could not afford those charges , plus i have those services through my insurance company.I reached out to Hertz and they told me that i signed for those when i sign the contract;and i can tell you that i did sign a contract , but never was told that i was purchasing those services; i am without a job and could not afford to waste $1000 when i have coversge on my own.My bank account is negative, i have not been able to deposit money,and they just told me that there is nothing they can do, because i signed. I signed but i was never told about those services and to me was something that is not mention and when you sign on the electronic pad, is considered that the costumer sgreed to everything. But how is that fair to the costumer. As of this date i sm still without a job ,my account is negative and Hertz does not even hsve the decency of at least waving one charge.They took me for $1000; and it was not enough that i had the car for so long;they had to also tricked me out of a $1000. .nobody takes the insurance or roadside assistance ftom the rental company;is an abused the fees ;plus most everyone has auto insurance plus roadside service when they rent s car.Hertz just shows how to steal money legally I hope Hertz realizes that their greed is destroying my life

  Business Response

  Date: 01/30/2023

  BBB Complaint 18939586
  RR#H18281745
  

  This is in response to ****************************
  
  Upon reviewing our records, I can confirm you rented an insurance replacement rental in ************* for 5 days. The vehicle was kept for an extended period totaling 40 days at the original rate of $52.31 per day and 2 extra hours at $17.44 per extra hour. In addition to the daily rate, our records also show you accepted the ******************* at $16.35 per day before taxes and fees. Optional Services are offered at the time of pickup and can be either accepted or declined. By signing the rental record, you are accepting the terms and conditions of the agreement. Had an accident occurred during your rental time frame we would have honored the terms of the agreement.
  Furthermore,you received the vehicle with a full tank of fuel. Customers are responsible for returning the vehicle with the same level of fuel as received, any missing fuel confirmed at return a Fuel and Service charge of $9.99 per gallon will be billed. Based on this information the charges are correct and we therefore respectfully decline your request for a refund. Attached is a copy of your Signed Rental Agreement for your review and records.
  
  While I understand this is not the outcome you were anticipating; please know our decision is final as we have fully addressed this matter.
  
  Thank you for contacting us. 

• Initial Complaint

  Date:01/27/2023

  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 helped my college ****************** online from hertz for an unexpected trip she needed transportation for. I read on the website that you could rent a vehicle being under 21. I payed the reservation for her car after 8 pm on the 26 th of January. When she arrived to get the car the morning of the 27 th she was told she needed to have her own credit card to rent the vehicle. She said I have a debit card which is a **** as well and they told her that she would have to cancel her reservation leaving her stranded at the airport without a car or way home. This information was not what was stated on your website! I am appalled that you are trying to profit off of this bs by penalizing us for cancelling a reservation you forced us to cancel! It was an emergency situation you made worse with your miscommunication. I expect a full refund for this transaction, reservation #K3840967777

  Business Response

  Date: 01/30/2023

  BBB Complaint: 18939313
  Reservation#K3840967777
  

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

  I regret the misunderstanding regarding our policies. Per Hertz policy at the commencement of the rental, the primary renter must provide the credit/debit card to which the prepaid reservation was booked. This information can be viewed on our website during the booking process **********************************************************************************************************  as well as the email confirmation provided after the reservation is booked. Our records also show a full credit of $224.33 was issued on 01/27/23 processing time is **** business days.
  Based on this information, we determined the location followed Hertz policy. While I understand this is not the outcome you were anticipating; we ask that you respect our position on the matter as we consider it fully addressed.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 01/31/2023

   
  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,
  
  *************************