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.
1,718 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: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.
Thru Expedia.com I rented an auto from Hertz in **************. from October 22 thru Nov. 2, 2022 for the amount of $753.60. At the Hertz counter I made very clear to the attendant that I needed no additional insurance coverage. I never get additional insurance when I rent a car as my carrier covers everything I need. He said fine and agreed that the total charges would be $753.60. He then printed the rental contract and placed it in the Hertz carrying sleeve and handed to me. Upon returning the car on Nov 2 I requested a printed receipt of my invoice from the attendant there discovering that I had been charged an additional $273.68 for insurance coverage that I had not authorized. I immediately confronted the Hertz manager on duty to contest the charges. She replied that she was too busy at the time to address the issue promising to contact me via phone that same day to resolve my concern. she never called me. ON Nov. 8, 2022 I contacted my credit card company to dispute the $273.68 charge. Citi card then filed a dispute the same day advising that Hertz had until December 28, 2022 to answer the charges. ON December 29 **** advised me that they had heard nothing from Hertz and considered the matter closed. Shortly thereafter I received an invoice from Hertz threatening me that if I did not pay they would put the amount into collection. I did not authorize the the insurance coverage. I believe it was dishonestly added to to my billing. Therefore the contested amount should in all decency be cancelled by Hertz. My Hertz rental agreement number is *********.
Business Response
Date: 01/30/2023
BBB CASE#: 18939208
Hertz RR#: *********

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

I apologize for any misunderstanding regarding the Loss Damage Waiver (LDW) with your **********, ** airport rental. After my thorough investigation I can confirm the Loss Damage Waiver (LDW) selected and signed for at the counter by you. Therefore, in accordance with the terms and condition of the signed rental agreement the charges are valid, and we must respectfully decline your request for a refund.

Please be advised adverse charge dispute decisions do not mean the charges are not valid, and in no way alleviates the renter of responsibility of costs that were incurred during the rental period. The charges for Rental Record ********* for $273.68 remain unpaid. You may contact our billing department at ************* to make payment. I have attached a copy of your Signed Rental Agreement for your review and files.
Please know we take all customer concerns very seriously.
Customer Answer
Date: 02/01/2023

Complaint: 18939208

I am rejecting this response because: I agreed to accept payment in the amount of $753.60 which did not include additional insurance charges. I informed the rental agent in no uncertain terms that I did not need auto insurance. He dishonestly and arbitrarily added the insurance to my billing without saying a word to me. Hertz needs to reconsider its position. Their attendant was dishonest.

Sincerely,

*******************************
Business Response
Date: 02/02/2023
Complaint ID: ********
********************** RR#: 968378025
This correspondence is being sent in response to ********************************
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. While we are unable to recreate a verbal conversation between our customers and location representatives, we must base our decisions on the documentation available to us. In this case, the documentation is the signed rental contract which shows the charges were accepted and signed for at the time of rental. It is the customers responsibility to review the terms of the rental contract before departing the facility so that any errors or concerns may be addressed if necessary. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Initial Complaint
Date:01/27/2023
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.
Hello,I rented a vehicle from your ********* location from 01/21/22 to 01/23/22. Reservation ID ***********. I lost a laptop and a book on 01/21 at the location. When I found out on 01/22 I called the location several times but they did not answer. I decided to finally drive down there and according to the representative they dont have phones. What kind of company doesnt have a phone? Regardless, the representative ended up telling me that they did not have my items. When I returned my car on 01/23 they again said they did not find the items. I flew back to ********** only to receive an email that they had found my items on 01/21 and now I have to pay for shipping to get those items back. I accepted all of this and paid for expedited shipping but as of today they have not shipped back my laptop or book. I called you general customer service phone number who said they could not help me and to call the locations number after which they hung up on me. Id like a refund on my entire booking as you have no provided a basic level of customer service. Id also like my items shipped back to me in faster manner
Business Response
Date: 02/02/2023
BBB complaint: 18938749
RR#*********
This is in response to **********************
Please accept our deepest apologies for the inconvenience this caused you. Please rest assured your comments have been addressed internally to prevent future recurrence.
Upon receiving your complaint, we immediately reached out to the General manager in *********,** regarding your items. Based on the information provided the Lead representative contacted you directly to advise that your lost items were recovered and as of January 31st, 2023, the items were shipped to the address provided. If you have any further questions or concerns regarding your items, please reply to the lost return correspondence sent to you directly from the location.
Please know that we take all customer concerns seriously, and please do not hesitate to reach us directly for future inquiries.

Thank you for contacting us.
Initial Complaint
Date:01/27/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Agreement #:H20400844 On 1/6/23 I was involved in a wreck in a Hertz rental car and was told by customer service that i did not need to get all my belongings out of the car because I was on my way to storage and had too much to carry with me, and that I would be able to retrieve said items without any problems. Well, not only was I never able to retrieve my items from the car, everytime I have called to find my things, no one can seem to even find the vehicle that I was in. I had around $3000 worth of property in that vehicle and I either want my belongings back, or to be compensated for said items. One thing left in there was all of my important paperwork so I no longer have any important documents that Ive needed. Besides not being able to locate the vehicle, that day Hertz ordered me a Lyft to take me to the airport for a new vehicle only to be told that I could not get one there because that location did not do rental exchanges. So, I was stranded at the airport and had to have a police officer take me somewhere safe so I wasnt stranded at the airport until Monday when the other locations opened. (It was a Saturday).Since that day I have called multiple numbers/departments just to just be told to call ANOTHER number and ANOTHER department who would do the same thing. Also, whenever I would ask to speak to a supervisor regarding the incident I was always told that the person speaking was the only one who could help me and that there was not a supervisor to talk to, which I KNOW is a lie because I own a business and theres ALWAYS a supervisor/manager there because it's the law. Every person I asked was also extremely rude about the situation and the one time someone attempted to transfer me to a supervisor, I waited on hold for over 45 minutes to only be hung up on without talking to anyone. So, I am requesting that Hertz not only get reprimanded, but to also compensate me for "lost" items, and to extend my rental agreement.
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: H20400844

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

I understand you are concerned with locating your personal belongings left behind in your rental vehicle. In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. I have reached out to the location on your behalf, and they have stated they do not have your belongings.

Due to the nature and volume of your comments to location staff the authorities were alerted to assist in the matter.

While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 02/14/2023

Complaint: 18937554

I am rejecting this response because:
It is completely unethical, and if you check the conversation I had with customer service when the incident happened, they said to leave what I needed to in the car because I would be able to get the rest. So now not only have you stolen from me, you're threatening me with persecution? I definitely DO NOT accept this response.
Sincerely,

**********************************
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.
On January 8th, 2023, my husband reserved a car rental with Hertz at the airport in ******* ** to be rented for one day, January 14th, 2023.We were flying in to pick up two dogs and flying out the same day.We arrived at the airport and there wasn't a car available for us, and we were forced to wait there 4 hours to get a car.Due to the wait time, we were forced to cancel our flight home for that same day, rent a hotel room ,and pay for another day of leaving our car at the ******* airport parking.This flight cancellation and the overnight stay cost ** $453.00 that we would not have spent if our car was available at the agreed upon time.We want this money reimbursed to us.The rental agreement number is:124367224
Business Response
Date: 01/30/2023
Complaint ID: ********
RR#: 124367224
Please accept my sincere apology for any inconvenience you experienced. We are researching this matter, while we are researching this we request you provide documentation of the flight change cost as the document you have currently provided is not sufficient as it doesn't provide the cost to change your flight.
Customer Answer
Date: 02/01/2023

Complaint: 18905564

I am rejecting this response because: I have provided the new documentation for their review.

Sincerely,

*************************
Business Response
Date: 02/10/2023
Complaint ID: ********
********************** RR#: 124367224
Thank you for providing the requested information.
Based on our review of the documents, it appears the flight change fee was in the amount of $198.00 and the hotel fee was in the amount of $97.80. Please confirm this information is correct so that we may process a credit to your charge card.
Customer Answer
Date: 02/11/2023

Complaint: 18905564

I am rejecting this response because:
I am sorry that I am not explaining this very well. I thought the two attachments (now attached) were with the original documents sent.
As you can see, the difference between the original flight costs and the modified flight costs are $335.98. This includes the $198.00 charge for modifying the flight but the $198.00 was not the only amount that we were charged for the flight modification. The airline did not give us an itemized receipt for what the other $137.98 was from other than we had to repay for selecting our seats.
Hope this clears that up.
Sincerely,

*************************
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 124367224

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

I apologize for the inconvenience this matter has caused you. I understand how this ordeal affected your plans and altered your experience. After a thorough review I have processed a refund for the amount of $450.00 which include the fee of $198.00 for modifying the flight and the difference in price for seats for $154.00, and the $98.00 hotel stay.Please allow up to 14 business days for funds to post back to your account.

Thank you for contacting us.
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: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.
We are a reservation for a Tesla model Y, when we got to the location we went straight to the lot as we are gold members. They said we had an issue with our reservation and had to go to the counter. When we got there we were greeted by an upset gentleman who told they didn't have our model Y that we had to take a model 3. We saw several model Y's on the lot. H never asked us if we wanted another suv. My partner is 6'5 l, I reserved the *** for that reason. He then COMPLETELY IGNORED u when we told him we didn't want your insurance, that our credit card offers it. He spoke in a thick accent and.it was hard to understand him as well. It wasn't until my partner looked over the paperwork the next day that he saw we were charged over $150.00 for insurance. This made the only hiccup in our beautiful trip, wish our experience with hertz could have been what is was supposed to be.
Business Response
Date: 01/27/2023
Complaint ID: ********
RR#: 127016466

Thank you for contacting us. Please accept my sincere apology that the location was unable to provide the reserved class for your reservation. I am happy to see they did lower your rate based on the vehicle class you received.
In regards to the insurance charges. Please be advised per your signed rental agreement (see attached) you signed and accepted the Loss Damage Waiver (LDW), ******************* Supplement (LIS) and Premium ************************** (PERS). Based on this information we respectfully decline your request for a refund.
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:01/26/2023
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.
Contract #H20173602 I rented a vehicle from Hertz 12/2/2022 and returned vehicle on 12/22/2022. I was given no paperwork and I was not told to refuel the vehicle when returning the vehicle. I had not one but TWO surprise charges made to my card without my authorization and consent. I had NO receipt emailed to me explaining what I owed. I had to call the location and they told me what the $125 charge was for. This $125 charge was from my $50 deposit I had initially paid when picking up the vehicle. It was for not returning the vehicle fully fueled. $125 for a $30 tank of gas IS RIDICULOUS. No one notified me to return the vehicle refueled and I was not aware of these charges and if I was told to refuel the vehicle to avoid being charged; I wouldve done so! I used Hertz due to my car insurance because my current vehicle was in the shop due to a car accident and I never expected to spend MORE MONEY due to this awful rental agency that makes your experience stressful! I am so disappointed in how Hertz handled this. I am a single working mom and to have these expenses pile up is NOT ok! Now I had a ANOTHER charge made to my card in the amount of $188 WITHOUT AUTHORIZATION, and OR ANY RECEIPT OR STATEMENT EMAILED OR MAILED TO ME. This is ABSOLUTELY UNACCEPTABLE. I received a statement a MONTH later for the $125 charge and a $23 balance due after the $125 yet you were able to charge my card for an additional $188 WITHOUT PROVIDING A EMAILED RECEIPT, and or STATEMENT MAILED TO MY ADDRESS. THIS IS UNACCEPTABLE. I have experienced AWFUL customer service from this ********************** location and I will NEVER use Hertz again! Every time you call Hertz customer service; you have to literally contact the representative that handles reservations and request to be transferred to the billing department and they will give you the run-around! I have called numerous times with NO explanation! I have NEVER had ANY issues from any other car rental agency so I am shocked by how scammy Hertz is!
Business Response
Date: 02/02/2023
This is in response to ************************* case#********

According to our records, ************************* entered into a contract with Hertz Corporation on December 2, 2022, when she picked up her rental at *******, ** for rental record H20173602.

Normally vehicles are provided with a full tank of fuel.However, in some instances based on local availability a location may not be able to provide a full tank. In this case, the customer is asked to bring the vehicle back with as close to the same amount as provided. In your instance,you were provided a vehicle with 8/8th of a tank and it was returned with 1/8th.
Therefore the charges are valid. Your credit authorized $125.00 and there is a remaining balance owed in the amount of $23.87.

As a goodwill gesture. I have zeroed out the balance of $23.87 today. A copy of the final invoice will be emailed for your review.

Regards,
Initial Complaint
Date:01/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My reservation number K3643837242.I was offered a sunpass toll pass with my car rental. This fee was not disclosed to me at any point of the rental process, until i received a $13.99 per day fee. I asked hertz multiple times to provide the actual toll fees and i keep getting the same response, they politely say "you signed the contract, please go away". The fee is in the fine print of their contract. There's no time to read the contract when you're at a busy airport, with a line of impatient people behind you and a hertz rep trying to go as fast as possible. They should disclose all of the fees clearly at time of rental.I feel that the charge is excessive, applied in a deceptive manner. Just disclose it up front, be transparent about all fees!
Business Response
Date: 01/30/2023
Complaint ID: ********
RR#: 123152046

Thank you for allowing us to assist. Please accept my apology for any misunderstanding regarding the toll pass option selected at the inception of your rental per the attached signed rental agreement (SRA). Our Plate Pass system indicates thus far two tolls were recorded during your rental. There was a toll on 01/14/23 at 6:10 PM at SawGrass Commercial A/B ramps and on 01/16/23 at 2:16 PM at SR869 Sunrise Main SB.
Initial Complaint
Date:01/26/2023
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'm currently renting a car with HERTZ. MY RENTAL RECORD NUMBER IS #*********. I extended my rental online and made a payment of $404. The payment went through on my end but not HERTZ. THEY ARE REQUESTING I PAY ANOTHER $404 TO EXTEND. I DON'T HAVE ANOTHER $404 TO EXTEND. PLEASE HELP ME. I just want them to extend my rental because my bank is holding the funds
Business Response
Date: 01/30/2023
Complaint ID: ********
RR#: 126311334

Thank you for contacting us. A review of our records indicates the rental was extended on 01/26/23 to return on 02/02/23. The card was authorized $467.00. Our records don't show and additional extensions. If you need to extend past 02/02/23 another authorization will be required as we don't show any additional authorizations since 01/26/23.
Initial Complaint
Date:01/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My insurance company rented a car from the Hertz location at the ********************************************************************************************* from 12/15/2022 to 12/29/2022 (RR# H20522320). At the time of pickup, the salesperson did not inform me of toll/Platepass. I am an EZ pass owner. After returning the vehicle I received a bill of $161. I called my insurance company regarding the issue and they referred me to Hertz customer service. I contact ********************** on 1/25/2023 and was shocked at the response I received from the customer service representative who reported it is not Hertz business practice to inform customers of the toll/Platepass because Hertz does not know what route a person takes. I informed him that I would like to speak to a supervisor because it is unethical business practice to deceive and un-educate customers of any potential fees. If only they had informed me of toll charges I would have used my own EZ pass for tolls instead of receiving a surprise bill from PlatePass for $161. I never agreed to PlatePass and was uninformed that I had an option to opt out. Hertz practices shady business practice and I want people to be warned of the surprise fees that they may receive after renting a car from them. I have Never experienced this type of customer service from any other ********************** car company before, along with their unwillingness to correct the mistake. I can't believe they exemplify such fraudulent and deceptive business behavior.
Business Response
Date: 01/30/2023
BBB complaint: 18898184
RR#H20522320
This is in response to ***********************
I regret any misunderstanding regarding the toll charges as stated on page 4 of your attached Signed Rental Agreement, the renter will incur toll charges for each toll traveled during their rental time frame. By signing the rental agreement at pickup you are agreeing to the terms and conditions of the agreement. Regrettably, we are unable to confirm a verbal conversation and therefore must rely on the provided Signed Rental Agreement to confirm that you accept the charges incurred during your rental time frame.

With the above in mind, we stand by our original decision and respectfully decline your request for a refund. We recommend contacting PlatePass Directly at ************ for further assistance.
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 to be fully addressed.

Thank you for contacting us.
Initial Complaint
Date:01/26/2023
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.
Rental Record # ********* During my rental, ******* was impacted by Hurricane ***. I had issues with my flight and contacted Hertz to see if I could return the rental to a different location. They responded to me through ******** and by phone and said I could at no additional cost due to the Hurricane. Upon returning the car to a location closer to my home, many additional fees that I told would be waived as I had authorization by phone and through ******** messenger were added on. The manager told me he could adjust some but recommended I contact Hertz or chargeback the amount to dispute it with them. I did both of these things and won my credit card dispute after providing evidence of all of the above. I then received a letter with a balance due. I contacted them by email again and received no response. I called in and no one was able to help me and told me to contact them by email. I would request that my rental agreement and all documentation I have provided here be reviewed and that the balance due be removed as it was added due to a state of emergency in ******* where I was unable to return the vehicle to the original rental location being closed due to the Hurricane.
Business Response
Date: 01/30/2023
BBB Complaint: 18896434
RR#*********
This is in response to ************************
Upon receiving your complaint, we immediately reviewed the social media conversation as well as the call review regarding your rental return. After a thorough review,we confirmed that you are advised of the additional charges to return to a different location. The representative advised that we were unable to make any adjustments and therefore recommend speaking with the manager on duty.
Our records also show as a courtesy the location honored the original rate for your rental and added a one-way fee of $150.00 before taxes and fees.
Adverse chargeback disputes do not mean the charges are not valid and in no way alleviate the rental responsibility for the costs that incurred during the rental period.The charges for Rental Record ********* for $277.02 remain unpaid.
In accordance with the terms and conditions of the attached Signed Rental Agreement,any modifications made to the contract may result in an increase in rental charges and possible late, change, return, or drop fees. This included but was not limited to keeping the vehicle for an extended time or returning to a different location. Based on my investigation, the charges are correct and considered outstanding; therefore, we are unable to make any adjustments or cease the collection effort of the charges. We recommend contacting the collections agency directly to make payment in full.

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 to be fully addressed.
Thank you for contacting us.
Customer Answer
Date: 01/30/2023

Complaint: 18896434

I appreciate the fast response finally after filing a BBB dispute, however, this seems to be a generic response to your customers that file a dispute in order to maintain your rating.
I am rejecting this response because:
Please provide me with the information showing I was advised of the charges through social media and by phone. What I provided shows the opposite and that I was not advised until AFTER I returned the vehicle on 9/30. On 9/27 when I originally asked, if the original drop-off location is closed, you may either return it to a different location at no additional charge or you can return it 24 hours after the ***********-opens at no additional cost to you. At no point is an additional charge mentioned for a further location and had I known this I would have likely made a different decision regarding our return.
Sincerely,

***********************
Business Response
Date: 01/31/2023
Complaint ID: ********
********************** RR#: 915437865
This correspondence is being sent in response to ************************
The information you have requested is for internal record only and may only be subpoenaed through correct legal channels. Rest assured, this matter has been thoroughly reviewed and our previous decision and response is based on this review. As advised in our response, the charges are valid based on our records. While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

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Business Response

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Complaint statuses

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Complaint statuses

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Complaint statuses

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Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

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