Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

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  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

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  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

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  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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  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:01/26/2023

  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 rented a car from Hertz through ****************************** Progressive paid for the rental while my car was in the shop for repairs. The rental record number is H17899910. I had the rental from 9-12-2022 through ****-2022. Hertz has the return date as 10-14-2022 which is not accurate. The rental was returned ****-22. My credit card has been charged $681.35 for 14 days of rental plus fuel charges. The rental was returned with a full fuel tank on ****. Not only have I been charged for days that I did not have the rental but my car insurance Progressive has been charged as well. I have been working with the local manager ******************* from the Rock Hill location. He is in agreement that I am due the refund. But corporate has fought the issue. They only refunded $85.60. I am still owed $595.70. Not only have I been falsely charged, now I have incurred a late fee from Capitol One Credit Card of $25.00. Please help I need to have my refund issued. I have included screenshots of part of the emails. I can forward the emails to anyone working on my file

  Business Response

  Date: 01/30/2023

  BBB Complaint: 18895719
  RR# H17899910
  

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

  We apologize for the misunderstanding regarding the additional charges billed to your recent rental in *********, **.
  

  Upon receiving your complaint, we immediately reached out to the management team in *********, ** for further review. We determined the extra day charges billed are a billing error. In addition to the $85.60 credit issued on 01/12/23, I have also issued a credit for the remaining $595.75 to the credit card on your account. Please allow 5-7 business days for processing.
  
  Please know that we take all customer concerns seriously, and please do not hesitate to reach us directly for future inquiries.
  
  Thank you for contacting us.

  
  

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reserved rental with Hertz on 12.16.2022 for a pick up date of 12.29.2022. Arrived to pick up vehicle on 12.29.2022. Person at counter looked up reservation, gave me the keys to a **** Stated he was not sure if car was clean, but to let him know. The vehicle was not clean, so I went in to notify him. He issued me a second set of keys, while also stating he wasn't sure if the car was clean. The car was also not clean, but I was frustrated and didn't want to keep switching cars, so I decided it was clean enough. Neither time did a rep come with me to check out the car, which means no pre-rental paperwork was completed. I decided to protect myself by taking pictures of the vehicle. Returned the rental on 1.3.2023. There were 3 employees behind the desk, the manager took the keys and asked if everything as okay. Stated the vehicle wasn't clean, but served it's purpose. I also noted that I didn't return it full of gas because it was given to me with no gas. The manager stated not to worry, that I wouldn't be charged. On 1.24.2023, I was emailed damage claim for windshield and bill for gas. The paperwork attached to email stated 1.6.2023, which means the vehicle wasn't checked until 3 days after my drop off. Reason for complaint | On 1.3.2023, before manager took my keys, she was on the phone with a customer about the same issue (being charged for items they shouldn't have been). I'm now also being charged for items that I shouldn't be. Unsure if this location's decision to not do paperwork upon check outs/check ins is a deliberate attempt to scam customers, or just a terribly run office with no policies. It's likely there are customers who don't have proof like myself to dispute these claims, so it necessary to report them. My experience shows that they not only didn't check me in/out of this car, but that they didn't check this car in at all before renting it to me, as they would have found the damage and lack of fuel beforehand. This office must be investigated.

  Business Response

  Date: 02/01/2023

  Complaint ID: ********
  RR#:117941972
  
  
  This is in response to **************************
  
  
  I apologize for the inconvenience you encountered during the pick-up of your rental. After review of your query, there have not been any additional fees associated with this rental. I can confirm a prepayment of $184.78 processed on 12/18/22, and then a final payment of $12.69, that processed on 01/06/23.
  
  Thank you for contacting us.

• Initial Complaint

  Date:01/25/2023

  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.

  Needed a rental car for a few days so decided to rent from Hertz. Previous transactions with them and never had any type of issue until one of my rentals during July of 2022. Rented out the vehicle on 7/23 (Sat) and the original date of return was the following Monday, July 25th. On Sunday, I decided to extend the rental period an extra day till July 26th - paid for the extra day rental and insurance coverage charge. Returned the vehicle on July 26th, vehicle was inspected and Hertz told me the $200.71 security deposit would be refunded to my card in the next few days. Five days later, the $200.71 security deposit was not refunded back to my card. I went back to the Hertz location and asked why the deposit was not refunded. They stated some banks/credit card companies may take weeks-month to refund the deposit back to the bank account. I waited a full-month to see if the refund of the security deposit of $200.71 would be credited back to the account - but it wasn't. Filed a complaint with my credit card issuer and the case was open for three months. A resolution was provided and credit card company stated Hertz accepted the terms in October 2022 and the $200.71 was credited back to my credit card. A month later, I received a billing invoice from Hertz stating I owed them $200.71 on "Voucher 1" (the security deposit). Called my credit card issuer and they said Hertz accepted terms on their end and to void any future invoices from Hertz. In November and December, I get 30 and 60 day invoices with the same amount; and a few days ago the same invoice but referencing they will send it to collections if I do not pay the $200.71 as soon as possible. I have the original copy and e-mail invoices showing "Voucher 1" (security deposit) of the amount of $-200.71, which means it should've been refunded back to my card - which in reality wasn't.

  Business Response

  Date: 01/26/2023

  Complaint ID: ********

  RR#: 655843134 - Voucher # 00288132

   

  Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates you prepaid $200.71 for a two day rental on 07/21/22 to be picked up on 07/23/22 and returned on 07/25/22. On the day of pick up you signed and agreed to the additional insurances which resulted in an estimated total of $97.17 due upon return. The afternoon of 07/23/22 you used the mobile app to extend your rental return date to 07/26/22 which was one additional day . Upon returning the vehicle on 07/26/22 you were charged the extra day, LDW, LIS, and a Tesla charging rebilling fee for a total of $329.28 to be paid that. Keep in mind $329.28 is in addition to the amount you prepaid of $200.71 for two days. You disputed the amount of $200.71 via a chargeback, however this is a valid charge. Considering this, please be advised the balance owed of $200.71 is correct. 

  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: 01/27/2023

   
  Complaint: 18894028
  
  I am rejecting this response because:

  The $200.71 was the security deposit and promised by the Hertz location I rented from it would be released once the rental vehicle was returned on-time. Vehicle was returned on-time but the security deposit (which you pay before leaving in the rental) was never received on my end nor my banks end - hence the chargeback dispute. My receipts show an amount of negative $200.71 which means a credit I should of received back to my card which it never was. 

  Sincerely,
  
  *************************

  Business Response

  Date: 01/31/2023

  Complaint ID: ********
  RR#: 655843134 - Voucher # 00288132

  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. The authorization hold at the time of rental was in the amount of $297.00 and was released at the time of return. This information is shown on Page 1 of the rental contract we attached in our previous response. The prepayment was made which covered the base rate of your original reservation rental days.  The additional charges incurred at the end of your rental was to cover the optional services and additional billing not covered by your prepayment. 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:01/24/2023

  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 12/20/22 I made a reservation with Hertz for a pickup and return to *** airport for 01/14/23-01/15/23. Reservation:K34721719A0/Rental Record: 124365102.The estimated charge was $117.22. They didn't have any vehicles when I got there and I had to wait over an hr to be given a different vehicle than what I reserved. I returned the vehicle at around 7 pm to *** airport on 01/15/23 as I had an 8:30 flight, which I have proof I took. I was told that I was all set and my receipt would be emailed to me. I never got a receipt. No option for a printed receipt was offered. Instead, for the next few days, they kept adding $100 charges to my card. When I called about it on 11/17, I was told the location had not closed out my rental and they sent a message to the location asking them to do so. Two more days, no close out, more charges. I messaged them on ******* and was told they would submit a request to close out the rental. More charges, no close out. Finally on 01/23/23 I received an email with a receipt, which showed the car being returned to ************** that morning at 8:20. I dropped off my child at 9 am that morning in *******, so I could not have been in ************** and clearly they didn't close out my rental and tacked on a subsequent rental to my receipt, charging me $1046.60 instead of the $117 I should have been charged. The pending daily $100 holds are still on my Amex card. I called again on 01/23/23 and was told they would sent another message to *** to have them close out the account properly. Clearly no one in *** is responding to these requests as they have already received 3 of them and nothing was done. I was refused an immediate refund for the overcharge because they are still "investigating." I am certain that they can review camera footage and see I returned the car on 01/15/23 on time. Now they stopped responding to me via *******.

  Business Response

  Date: 01/27/2023

  Complaint ID: ********

  RR#: 124365102

   

  Thank you for allowing me to review and respond. I sincerely apologize for any misunderstanding regarding your rental as well as any inconvenience caused. Please provide the make, model, and color of the vehicle you rented. If you happen to have a picture of the vehicle you rented that would also be helpful. Once this information is received we can better research. 

• Initial Complaint

  Date:01/24/2023

  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.

  A reservation was originally made on 1/7 for a total amount of $85 for a 1 day rental. I was advised that I can upgrade for $40. After agreeing the total was $203.99 and the base rate increased from $64.14 to $161.24, significantly higher than the fee I agreed to. After attempting to call the local office there is nobody to answer the phone and it continuously rings without going to voicemail. A call to the corporate office lead to a frustrating experience where they tried to correct the rate and it increased to over $500. I am trying to request my original rate and vehicle class as I was mislead by the cost to upgrade that was substantially higher than what I was advised.

  Business Response

  Date: 02/07/2023

  Complaint ID: ********

  Res#: K3654147613

   

  Thank you for allowing us to review and respond. I apologize for any inconvenience you experienced. A review of our records indicates the reservation was for 01/25/2023 and you did not rent. If we can be of any further assistance please advise. 

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My hertz loyalty account was hacked on January 2nd. I was unable to log into my loyalty account and was getting phone calls from hertz that my rental was 7 days overdue. My email and mailing address was changed. The hacker used my DL and CC to rent a car under my name in ********* and I suppose ************** because that is what I was told but did not see in my account. With a loyalty account, they must have DL and CC stored on file and seems wrong they are not checking for DLs when cars leave the lot. I spoke with multiple people on the phone and no one ever resolved my case. I finally was able to log into my loyalty account with the help of someone over the phone and saw that there was indeed a rental that wasn't mine under my name and my personal information had been changed. After telling the customer service agent my concern about my account being hacked, they told me I could delete my account but I would lose all of my loyalty rewards. Why would this company not be more willing to help out a loyalty customer? If they require personal information be stored on their website then they should be willing to help in the event the account becomes compromised. I also have an online chat with them that proves how unhelpful this company has been in a very concerning case where my personal information was breached. My name and DL are possibly tied to a vehicle that has not been turned in, but no one at hertz is willing to help me uncover what happened with that rental. I also have a right to my reward points that I lost when I closed my account due to it being compromised.

  Business Response

  Date: 02/06/2023

  Complaint ID: ********
  RR#: N/A
  
  
  This is in response to ************************
  
  
  I sincerely apologize for the inconvenience this matter has caused you. Based on the information you provided, and to ensure this matter is fully reviewed please email our **************** at ******************************** for further assistance.
  
  
  Thank you for contacting us.

• Initial Complaint

  Date:01/24/2023

  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 6/7/22, I rented a minivan from Hertz Car Rental at ************************************************************** for a one-way trip with my family to *******, ** with a return date of 6/20/22. Upon arrival, we were offered only 1 vehicle with obvious scratches and a non-functioning power window. A Hertz employee reported documenting the vehicle's defects as I observed and listed them. On 6/8/22, I found the vehicle was losing air in the rear *********** and inflated it. On 6/9/22, I found the same tire deflated and inflated it. I called Hertz corporate and was offered no assistance aside from driving back to the original location. Upon arrival, the gentleman assisting us transition vehicles instructed me to record the vehicle's original defects on his form. I documented the scratches and dents I noted prior to renting the vehicle, along with the deflating car tire we noted afterwards. Under a section requesting note of a date and location for an "incident", I documented "N/A" because the vehicle had not been involved in any incidents in my possession. I transferred our child car seats and luggage into the new vehicle and completed the trip.On 11/4/22, my parents received a letter mailed to their home addressed to me, dated 10/11/22 from *********************** at Hertz in *****************, ** demanding a $3,121.86 payment within 10 days for non-specified damages to a non-specified vehicle or risk having the case referred to a collections agency. It listed case #******** and contact information for ********************** consulting with an attorney about the fraudulent nature of this letter, I sent an e-mail to **************** and Hertz ************************** on 11/9/22 disputing and denying their claim to damages owed. I requested specific details about their claim.3 weeks later, I received a call from a Hertz representative who offered to respond in writing. No such communication was received.On 12/12/22, I sent a follow up e-mail to again request a formal response to my concerns.On 12/27/22, I received my first response from **************** via e-mail which provided the vehicle incident report on which I documented the pre-existing damages to the vehicle I had returned on 6/9/22 without evidence or note of an incident. **************** indicated the case had been referred to a 3rd party agency.On 1/2/23, I responded and denied and disputed their claim of charges owed. I clarified the error in their records. On 1/4/23, **************** responded via e-mail and referred me to a 3rd party agency. On 1/4/23, I asked for an e-mail address with said agency so I may track their response.Thus far, I have not received any response.

  Business Response

  Date: 02/08/2023

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

  This is in response to *******************************.
  
  After reviewing this matter with our Claims team, it has been determined the damage was not pre-existing and was new damage found when you returned the vehicle. As all supporting documents related to this claim have been sent to you by our Claims team there are no further documents to be provided. 
  
  While I appreciate this is not the response you were anticipating; I want to assure you this matter was treated with the utmost importance and exhaustive reviewed carried out.Our decision is final, further requests to revisit this matter will not be considered as we find the matter 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. Please do not hesitate to raise any ***************.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18886968
  
  I am rejecting this response because Hertz has not provided any evidence of the vehicle's condition prior to my rental, including those collected by their employee outlining the specific defects they're attempting to extort me for. The vehicle was returned within 48 hours because of the poor condition it was provided in and I deny and dispute that my report of these defects requiring early return serves as evidence the defects occurred in my possession. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/10/2023

  BBB complaint: 18886968
  RR# *********
  
  This is in response to *******************************.

  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.

• Initial Complaint

  Date:01/24/2023

  Type:Order 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 have attached all the dates and details of this issue, dating back to August 2022. I would like a refund. I am happy to pay for a flat tire but not until I am refunded an incorrect charge.

  Business Response

  Date: 01/26/2023

  Complaint No: 18886038
  RR#: 811847374
  
  This is in response to ***************************************
  
  I regret any confusion and the inconvenience you experienced regarding your Damage claim. After a thorough review of this matter I can confirm that a refund of $92.14 was processed yesterday 01/25/2023 for the remaining charges for the rental, and **** loyalty points were reinstated back to your loyalty account. We have reached out to our ************************ regarding their delay in correspondence and to further review this matter. We will follow-up once we receive a response.
  
  Thank you for contacting us.

  Customer Answer

  Date: 01/27/2023

   
  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 have heard back from ***** at the ***************** and has stated that I no longer owe anything to Hertz. Thank you for your assistance in this very important matter. It is appreciated.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car 9/3-9/5 rental number *********. When I got the car, my credit card got declined so I paid with my debit card. I returned the car and got an email saying i would be charged for smoking and for gas on my debit card (but gas was put in the car) and had the pending charge for it on my bank account. I immediately call hertz and was told I would not be charged for smoking (bc I wasn't) so I checked my bank statement the next day and was not charged. fast forward, I get a bill in the mail for my car rental! I call and was told it would be looked at and someone would call me within 1 week. I never got a call but DID get another bill the next month. I called again and they said they would look into it. I hadn't heard anything else for another 2 months then I got ANOTHER bill about it. Every time I called, I told them I have the bank statement that proves I paid! The last time I called, a couple weeks ago, they agent then says I was apparently reimbursed my entire amount of the purchase, which was issued by a hertz employee. I stated to that agent corporate needed to be involved because it is not my fault they gave me a refund and are now trying to say I NEVER PAID!!!!!!! I got in the mail today, 1/23/2023, that they are kicking me off as a gold member and they sent the account to collections WHICH MEANS IT IS ON MY CREDIT! I have already paid! No one has contacted me AT ALL, AFTER SEVERAL ATTEMPTS, to resolve this. Then to add insult to injury, they amount they are trying to charge me has no explanation. It is almost twice the amount of my original purchase. I need hertz to resolve this and remove this collection before i go the legal route.

  Business Response

  Date: 01/31/2023

  BBB Complaint 18883739
  RR#*********
  

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

  Upon reviewing your rental, and our records, I can confirm that you received a duplicate credit to your account this is the result of the final charges not clearing with your financial institution. It is your financial institutions responsibility to notify its customers regarding funds that did not clear.   
  

  Based on this information you were provided a duplicate credit to your account and therefore the rental charges of $348.83 remain unpaid. In accordance with the terms and conditions of the attached Signed Rental Agreement, you are responsible for the rental period the vehicle was in your possession. With this in mind we must respectfully decline your request for any adjustments or to cease collections. We recommend contacting the collections agency directly to make payment in full. You may also contact your bank for further assistance.
  

  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.

  
  

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18883739
  
  I am rejecting this response because:
  
  Hertz is telling an untruth. I was charged and my bank has given documentation that I was charged. This had nothing to do with my bank and hertz needs to rectify this! 
  Sincerely,
  
  Senquoia *******

  Business Response

  Date: 02/02/2023

  Complaint ID: ********
  ********************** RR#: 834778825

  This correspondence is being sent in response to Senquoia *******. 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. As previously advised, we received payment of $228.00 from your bank. In addition, a credit of  $422.03 was processed by Hertz to your charge card. Our refund in addition to the balance not paid by your bank for $348.83 resulted in an overall total of $576.83 being credited on your invoice. Therefore, there is an outstanding balance due to the duplicated credit received. 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:01/24/2023

  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 initial rental was for 08/08/22 - 08/11/2022 and the extended it to 08/13/2022 (the app estimated the cost to extend the rental was about $190.00). This was a rental for my grandmother, my grand-uncle, mother, cousin, and her two kids. I returned the rental, no apparent issues. I expected to pay some extra for tolls and about 1/8 a tank of gas since I forgot to top it off prior drop off. Around 08/27/2022, I was reminded to get the total cost so that I could split the new rental costs. When I went on the Hertz app, there was no invoice. I went on the Hertz website, no invoice. I had to call Hertz to ask what the new total was since it was not available to me. I was told my new balance was somehow $900. I asked the rep how did it reach that price. She went through the amounts with me. The original amount was already agreed on (08.08-08.11). The extension (08.11-08.13) turned into ~$250. The charge for gas was only ~$24 but somehow it turned into that. I let that go. Then she mentioned something about vehicle damage from smoke damage. I explained to the rep that there's no way that there's smoke damage. No one that was in that car smoked. I asked for photos that showed how they found smoke. I was told to contact the branch after the lady told me the response that she got back from them said they found ash. There may have been some sand on the floor from when we went to the beach but there was no smoke damage. If Hertz is claiming a customer damaged a car, it's supposed to be documented and I asked for that multiple times because I did not smoke in the car. I was told to contact that location myself, no answer, voicemail was full. The rep's suggestion was for me to physically go into the branch. I explained to her that I live in *******. She suggested the same thing. I've attempted to call multiple times with no answer and no option to leave a voicemail. They have now sent this to collections without further contact from me. This is bad faith and false accusations.

  Business Response

  Date: 01/25/2023

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates the vehicle was rented to you in good condition. However, when you returned the vehicle there was evidence of smoking found in the vehicle. Also our records indicate you currently have a balance due of $397.51 for this rental as we did not collect the full charges from your credit card. Based on this information an adjustment is not warranted. 

  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: 01/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I have already received this exact response from Hertz and have already informed them that the information is incorrect.

  The vehicle was in OK condition when I initially got it. It was not clean because I found a half spilled bag of chips when other debris when my cousins got in the back seat (I took photos and can definitely provide that).  I do not smoke and neither do any of the other 6 members of my family (2 elderly and 2 very young children) that was in the car for almost the entire duration of the rental period. I've asked multiple times to show me what evidence was found. I froze my card because they failed to report their false findings to me and I had to call weeks later to even find out what was happening with the invoice. I have requested that Hertz forward whatever proof they think they have mistaken for smoke damage so that we can discuss this further because no one has smoked in that car at all. As someone that works in the insurance industry, Hertz is well aware that they are supposed to document any damaged observed to the vehicle and follow up with the customer to discuss it. Again, Hertz did not reach out to me, I had to reach out to them to even find out this information.

  Given the fact that Hertz apparently has a history of falsely accusing people of smoke damage, theft, etc since they filed for bankruptcy a few years ago, I wanted to stay there and have the rep walk around the car with me when I dropped it off so that I could make sure that they were not going to pull something like this. However, the rep was insistent that I could leave and I did not want to risk missing my flight considering that I had to take a shuttle and walk through the airport for quite a while before I reached my gate. 

  I am asking that the Hertz location located at the Miami Airport provide proof of this loss that was documented on that day so that they can see that no smoke damage was in the car. The charges are not warranted and Hertz is falsely accusing me of this type of damage. 

  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 01/25/2023

  BBB CASE#: ********
  RR#: *********
  
  This is in response to Audley Powell
  
  While I understand this is not the desired response;
  however, our decision on this matter is unchanged. In accordance to the Terms
  and Conditions on the Signed Rental Agreement all Hertz rental vehicles are
  non-smoking. If either a physical or smell evidence is present at return, a
  cleaning fee will be charged. Upon review of the $400 clean fee billed on your Miami,
  FL rental. It was confirmed by our agents that a smoke odor was present in the
  vehicle upon return. Please consider this our final stance on this matter.
  
  Thank you for contacting us.