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

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:01/24/2023

  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.

  I purchased the rental on 01/13/23 traveling from *********, ****** to *********, ********* for the amount of $764.34 for the rental car between the dates 01/21/23 - 02/04/23. Upon reaching the hertz counter on Saturday the 21st, I was told that my card would not be accepted, after I already pre paid weeks in advance. I called the billing department and they told me that they have just processed the refund on 01/23/23 instead of 01/21/23 when I arrived and was not provided the service and would take up to 10 business days to receive Confirmation or email saying the transaction would be voided. I am traveling and would be back in my home state before I can get any refund back. I am currently stuck waiting in a city Im not from without transportation. They already processed my card weeks in advance and didnt say anything about my card not being able to work upon reaching my destination

  Business Response

  Date: 01/25/2023

  Complaint ID: ********

  Res#: K3714745311

   

  Thank you for contacting us. I apologize for any misunderstanding regarding our debit card policy. A review of our records indicates the refund for the prepaid amount of $764.34 was initiated, however it can take up to 10 days for the refund to post to your account. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18881472
  
  I am rejecting this response because:

  Thank you for reaching out in regards to a resolution of my situation. I am not satisfied with the hertz company, although I do not not what more they can offer at this point. I received an email from them stating that they would give my full refund back in **** business. They basically told me what I already knew. My frustration is that I have traveled all the way from *********, ****** to *********, ********* to visit with and take care of my blind father. I have planned this trip out in advance, as well as which rental company I would be using. I paid and got my confirmation for the vehicle Id be using weeks in advance, and for this to happen at this time really has made this trip hard for me. I was stranded at *********** for hours, and to figure out rides from there all the way to *********, ********* and to whatever appointments we had while out here. Again my frustrations is that I couldnt use their services or have access to my funds I spent on it to help out with our travel expenses and arrangements. This experience has made me the most uncomfortable, when I traveled this far and Im out my rental and money in total of $764.34 which I could have used or at least used another rental company. My card I used at hertzs was not a debit card. It was in fact a credit card. I thank you all for help in finding a solution in my case. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/26/2023

  BBB CASE#: 18881472
  RR#: K3714745311
  
  This is in response to *****************************
  
  I am sorry we were not able to provide you with a rental or the events leading to why our local *********, ** office was not able to secure the rental. Our local teams make every attempt to accommodate our customers so they can get the vehicle they booked for. Regrettably, we cannot guarantee a vehicle from the class booked will be available. On rare occasions, unforeseen situations may arise that are beyond our branch's control. This is usually caused by late returns, extended rentals, damaged vehicles, etc.
  
  I do empathize with you and can understand the frustration when delays or unforeseen issues arise to alter your plans. Please be assured your comments have not fallen on deaf ears, we will be utilizing your feedback to make the necessary corrections needed to better serve our customers.
  
  Thank you for contacting us.

• 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.

  The issue that I have experienced was: I arrived at the designated time for my car and they didn't have any cars available. I waited in line for 3 hours before they offered me a downgraded car. The woman at the front desk said that she would deduct $50 off my rental as compensation, which never happened. She also said to drop the car off 3 hours late to make up for lost time, which I was then charged a late fee for. I contacted them regarding this issue and they did refund me for the late fee, but I've had no compensation for the downgraded car, which was also defective as the ** didn't work (during a heat wave), or the time lost waiting in line.It occurred on: 20/07/2022 This meant that I live abroad and only had a week back home to see family. I know 3 hours might not seem like a lot, but that was time when I was supposed to get a car and drive up to see them. I can't get that time back. The car was also our way of seeing west coast ****** but it wasn't the car we paid for and the ** didn't work. I've emailed hertz so many times and they are barely acknowledging me, I must have sent about 5 emails over the course of 3 months before anyone responded. I also hate to think this way, but found it very interesting that the man in front of me in line (a white, middle aged man) walked away with an upgraded Tesla, and here I am (I'm a young woman of visible minority decent) 4 months later and am barely being replied to let alone compensated. The only offering I've received from Hertz is a $50 credit towards my next rental which I have refused. I want financial compensation for my time lost in line + compensation for the downgraded, defective car.

  Business Response

  Date: 01/25/2023

  Complaint ID: ********

  RR#: 937731723

   

  Thank you for contacting us. We appreciate the opportunity to assist. Please accept my sincere apology that the vehicle reserved was not available. A review of our records indicates you were provided a refund of $56.00 CAD this adjustment was for the long wait and the one car downgrade. After a thorough review we agree this is proper compensation and no additional compensation is 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: 01/26/2023

   
  Complaint: 18882063
  
  I am rejecting this response because:
  

  When I finally got the car after waiting several hours, I was told that because of the wait I could drop off the car late in *******. However, I was charged $56.00 for a late drop off. The $56.00 refund you are referring to is for the inaccurate late fee, not for compensation for a downgrading car like you are claiming. 

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

  Business Response

  Date: 01/26/2023

  BBB Case# ********
  RR# *********
  
  This is in response to ***************************
  
  I understand that careful consideration is made when choosing the vehicle, you require, and that is why we have such a wide range of vehicles available in our fleet. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee a specific make or model. On rare occasions, unforeseen situations arise that are beyond the branch's control. This is usually caused by late returns, extended rentals, damaged vehicles, etc.
  
  While I understand this is not the desired outcome, I must respectfully decline your request for additional compensation.
  
  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.

  I rent a car with 5010 N. Tryon through my insurance company, when I took the car back they charged my card 1,026.63 and made my account into negative, I was paying on the car while i had it, so I still don't understand the charges.

  Business Response

  Date: 01/25/2023

  Complaint ID#: ********

  Hertz RR#: *********

  This is in response to Doris P******. thank you for allowing me to address your concerns. 

  The initial authorization is taken at the start of the rental with the expectation that the rental is returned at the specified time on the rental agreement. If the rental is extended, additional authorization is required to secure the rental. The authorization holds are never provided to Hertz, they remain in the care and concern of the bank until the contract is closed. It is at this time we ask the bank to pay us and release any additional funds held on our behalf in their possession. The total amount of $1026.63 was processed against all the authorizations your bank approved during the rental period. It is my sincere hope that this explanation helps clarify this matter fully. Please see attached rental invoice for your records. 

  Kind Regards, 

   

• 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.

  ********* Is my rental number. I was charged $103.96 for an all inclusive toll rate of $25.99 that I declined during my rental process. In the rental agreement its clearly stated the charge will be $5.95 per day I used tolls (2 days) plus the amount of the tolls, which would $11.90 plus 6 tolls of 2-3 dollars each. I will need a refund of the $103.96 which goes against my rental agreement, and am willing to be charged the appropriate amount of $11.90 plus tolls.

  Business Response

  Date: 01/25/2023

  Complaint ID: ********

  RR#: 120888876

   

  Thank you for contacting us. We appreciate the opportunity to address your concerns. A review of our records indicates you were properly charged the opt in rate when you utilized the toll roads during your rental. Our records indicate as a courtesy our Toll Processor provided you the opt out rate on 01/23/23.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18880179
  
  I am rejecting this response because:  the agents at the desk and exiting the garage  clearly told me that in order to pass through toll roads, open the transponder and Id be charged a rate of $5 per day tolls were used plus the amount of the toll, since I had opted out of any all inclusive rate.  I have rented multiple times from hertz at this location under this policy.  Youre correct that the vendor has corrected the mistaken charge for my first rental, of which I have thus far not received any credit/refund.  However, for a second rental I have also used tolls /. Reservation:  125916125.  So, the same inaccurate charge will apply to this rental.  I have contacted both hertz and plate pass and both have refused to fix this second reservation.  

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

  Business Response

  Date: 02/01/2023

  Complaint ID: ********
  RR#:120888876
  
  As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no further adjustment is warranted.  
  
  Thank you.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18880179
  
  I am rejecting this response because:
  

  for your convenience I have highlighted the part of the signed rental agreement that hertz is refusing to abide by.  As shown originally in my documentation, I declined the all inclusive option, and per my highlighted paragraph, going through tolls when I have declined this option warrants a daily fee of $9.95 plus the amount of my toll.  Not at a courtesy but as an obligation to our contract, the vendor adjusted the amount to reflect the fee plus tolls for reservation:  120888876.   However, reservation ********* has not finished processing the incorrect fee of $103.96 due to the fact PER THE SIGNED RENTAL AGREEMENT, since I have DECLINED the all inclusive rate (see receipt which Hertz declares in written, not only verbally).  In both cases, Hertz continually refuses to abide by their own terms in the signed rental agreement, of which hertz has submitted during this dispute.  
  

  As an aside, any business who charges a convenience fee of $103.96 for total toll amounts of under $5, even when the customer, unlike me, agrees to an all inclusive rate which is buried in size 4 font within a 10+ page document, is not in fact a business, but a scam. The amount of time Hertz has taken of themselves and as important me to continue to defend this scam, when in my case I purposely read and asked questions so as not to fall victim to this scam, is telling as to what sort of means hertz is willing to use in order to scam customers, and how it prefers to operate its business. 

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

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car with Hertz from Nov 25 to 29, and I didn't choose any insurance from Hertz, because my credit card provides the rental insurance. Unfortunately, the window of the car was broken by thief and my bag was also stolen. As the requirement of my credit card company, I need to provide a copy of the itemized estimate of repair or appraisal detailing the repairs made to the rental vehicle, then they can process the payment. So I sent an email to Hertz to ask for the document on Dec 12, until now I still didn't receive it. I have sent almost 10 emails after that to ask when can I receive it, they always asked me to wait for two more days or didn't reply me. I don't know why they need so long time to prepare the document or they don't want to provide it to me at all. I just want to get the itemized estimate of repair which amount is $203.90 ASAP.

  Business Response

  Date: 01/27/2023

  Complaint ID: ********

  RR#: 939956485

   

  Thank you for contacting us. We appreciate the opportunity to assist. We have reviewed the damage charge and determined a refund should be processed. Therefore, I have issued a refund $235.81 CAD to your credit card. Please allow up to 7 business days for the refund to post to you. 

  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

   
  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:01/24/2023

  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.

  RR: ********* RES: *********** Date of transaction: 1/5/23 Issue: Hertz car rental charged my wife loss damage waiver (***) and fuel purchase option(FPO) when she clearly denied it. She even came back to me and asked if it was ok that she denied these charges and I said yes because my insurance and CC covered the *** and I planned to refuel the car when done. I returned the car with a full tank and my cc statement shows payments at ******** gas station. When I made the initial reservation, I denied these charges and only expected to pay approximately ****** us dollars. However, my wife paid the remaining balance and trusted that the attendant charged her correctly. I looked at the receipt and thought it was correct because the total reservation was a little over 500 dollars thinking it was the total cost of the rental. I did not know this was an addition to the initial payment I made. Attachments show the initial reservation, my account settings showing that I have it set to decline *** and FPO, and the receipt upon arrival to kona **. They clearly took advantage that my wife was pregnant and tired after the flight. i have tried multiple times to correct this with Hertz but to no avail have I reached a team that will work with us to resolve this issue.From my attached document showing my reservation, I was only expected to pay ****** USD but the attendant had another strategy to take more money from us.Please help. Thank you.

  Business Response

  Date: 01/26/2023

  Complaint ID: ********

  RR#: 120535811

   

  Thank you for allowing me to review and respond. A review of our records indicates the rental was not booked with a Hertz Gold account. Therefore, the optional items are offered at the inception of the rental. Based on the attached signed rental agreement the Loss Damage Waiver (LDW) and prepaid fuel option were accepted. Based on this information we respectfully decline your request for a refund. However, as it relates to the prepaid fuel option, please provide your fuel receipt or credit card statement showing the fuel purchase prior to return and we will review 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. 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18879897
  
  I am rejecting this response because:

  I rejected the *** and FPO to begin with even though I wasn't a "gold member" yet. Actually pretty sad to see how they treat their "gold members". 

   

  i attached a screen shot of what I was expected to pay upon arrival. It was ****** USD, not over 500 USD. 

   

  BBB please help. Hertz obviously does this on a consisitent basis. I have seen others file similar claims and have seen hertz work with those customers. I don't know why they don't want to work with me as they did with other customers. 

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

  Business Response

  Date: 01/26/2023

  BBB Case #: 18879897
  RA #:  120535811
  
  This is in response to ************************
  
  While I understand this is not the desired outcome; however,our decision on this matter is unchanged. Per the previously provided Signed Rental Agreement the charges billed are valid. I must respectful decline your request for a refund.
  
  Thank you for contacting us.

• Initial Complaint

  Date:01/24/2023

  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.

  Hertz at ******************* on **************** received my returned renewal with a full gas tank. I filled it up very literally directly next to the location. They then proceeded to charge me for gas fill-up anyway after I left to return home. This is after a recent issue wherein I overnight shipped a rental key to Hertz at their direction and my expense, and they ignored my requests for follow up for weeks, while making it nearly impossible to speak to a Hertz employee. This is ALSO after arriving to pick up a booked rental last week at *** to find that they had no vehicles, and then being forced to stand outside in the rain for hours waiting for a replacement option. They have taken a very bad turn in operations and customer service recently, after years of effective use. There have simply been too many negative experiences as of late, and they need to be held accountable, as they clearly dont care.

  Business Response

  Date: 01/26/2023

  Complaint ID: ********

  RR#'s: 111598115, 127218114

   

  Thank you for contacting us. We appreciate the opportunity to assist. I sincerely apologize for any inconvenience you have experienced. A review of our records indicates a refund on RR # 127218114 was issued for the fuel in the amount of $50.01 on 01/24/23. Please allow up to 7 business days for the refund to post to your account.  In regards to ****************************************** a refund of $250.00 for the key was issued on 12/29/22.

  I sincerely regret your rental experiences with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.

  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.
  
  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 Tesla Model 3 from Hertz to drive for Uber RR#*********, Vehicle #******* due to unpaid dues, the vehicle was towed from where I was parked at Sky ***** Parking Lot. The car was towed with all my belongings in it. I left a black tool box in the trunk, Apple Ipad airpro, brand new Armani sunglasses, tall black coffee thermos, iphone holder attached to the windshield, a white/pink folder with documents in it, and a reading glasses. I had listed the lost &found at Hertz @ **************************************************. I filed a lost and found report #********, ********, ********, ********, and 16536247.Date Lost: 11/9/2022 I contacted them numerous times, but no one every returned my phone call.

  Business Response

  Date: 02/06/2023

  Complaint ID: ********
  RR#: 964412282
  
  
  This is in response to ****************************
  
  
  Thank you for your patience while I review this matter. I apologize for the inconvenience this matter has caused you. In accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles. Items are kept in our lost and found office for 30 days if they are not claimed the items are either donated or thrown out.However, I have proceeded to reach out to our **********, ** location regarding your items left behind. Once I hear back I will follow-up with you accordingly.
  
  
  
  Thank you for contacting us.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18886780
  
  I am rejecting this response because: Your policy does not apply to me because I did not leave my personal items in the vehicle because you had it towed away.  Since you had it towed, then I hold Hertz  responsible to have my items returned.  It goes both ways.  You had the vehicle towed without my knowledge, so am I suppose grab my belongings?  I tried contacting the Hertz I rented the vehicle, but they never answer. So I contacted the closest to it.  I filed the lost and found form the very next day you took the vehicle and monitored it daily for 30 days to no avail.  You people have the worst lost & found system and I would say you are a liar for stating that you would throw them after 30 days!  Would you throw a Rolex watch or a diamond ring if you found them?  I had just bought a $500 Versace sunglasses and left my Air Pad Pro in there with all my information in it and it is brand new.   Spare when you say you throw them away. You people are way over your heads in cockiness!  Next time, before you respond to a complaint make sure you have the facts straight first.  I did not leave my personal belongings in the vehicle, you took them and I want it back! You need to contact whoever towed the vehicle and go from there! Just like you wanted the vehicle back! I want my personal properties back as well.  Like I said, it goes both ways!

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

  Business Response

  Date: 02/10/2023

  Complaint ID: ********

  RR#: 964412282

   

  The vehicle was repossessed due to being overdue and you not extending it. The location did not locate any of the items you described. The local management will continue to keep an eye out for the lost property just in case they are discovered.

   

• Initial Complaint

  Date:01/24/2023

  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 on business travel for the ******************* Our travel agency made a reservation with Hertz at the ************* Airport location, the reservation confirmation number is ***********. When I arrived today to pick up my reserved vehicle I was simply told, "sorry, our customer service overbooked 50 people and so we do not have a vehicle and will not have a vehicle at any time during your trip". That's it. I am in a city I do not know, alone, without transportation. I am now forced to Uber or Lyft for the next 5 days. Uber and Lyft are very unpredictable as well as expensive. I do not understand how these companies can be allowed to do this type of thing and leave people completely stranded with zero recourse. It should be illegal. Hertz should be responsible for paying for my transportation for the duration of my trip.

  Business Response

  Date: 01/26/2023

  Complaint ID: ********

  Res#: ***********

   

  Thank you for contacting us. I sincerely apologize for the inconvenience experienced when we were unable to honor the reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

  Please provide the receipts for Uber/Lyft for review of possible reimbursement for the difference in cost of the reservation rate. 

• Initial Complaint

  Date:01/23/2023

  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.

  Jan **** I rented a vehicle from the Airport location.When I returned the car there was no one working 5pm on a Wednesday. Just signs saying leave your car. I looked for a person for 15 minutes but no a single employee to verify the condition nor fuel at check-in.I filled the tank with fuel directly before returning and the tank was FULL. I videoed the car and the mileage and the fuel gauge at the center. I was billed ***** for fuel they didn't put in the vehicle. This is fraud. I called them and was told I had to prove that I filled it. I told them to prove they did because no one was there to check it in.I spent 2 hours on the phone with 3 different people requesting a manager to help fix this but not one called me back nor was willing to fix this. the

  Business Response

  Date: 01/24/2023

  Complaint ID#: ********

  Hertz RR#: *********

  This is in response to **** *******, thank you for providing the proof that Customer Care asked for to adjust the fuel charge. Please allow more time as the adjustment for the key kept at the time of return is currently pending. Once this refund has been processed, I will remove the fuel charge of $91.42 added at the time the contract was closed. Please allow 10 business days for the refund to become a reflective credit on your card used to pay for the rental. 

  Kind Regards, 

  Customer Answer

  Date: 01/25/2023

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

  Hertz did this fraudulently and forced me to go through hours of work to fix their fraud.  They owe me a full refund of the rental. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 01/26/2023

  Complaint ID#: ********
  Hertz RR#: *********

   

  I sincerely apologize for the billing error and any inconvenience caused. After reviewing we have determined compensation is not warranted in this case. However, as a gesture of goodwill I have provided 250 gold points to your Hertz 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.