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

7,207 total complaints in the last 3 years.
1,725 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:01/20/2023
Type:Product 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.
Rental Record #********* - I rented a 2021 ******* Tuscan, on Friday, December 2, 2022. When I left the airport, I drove to ****************************************************************. It was parked at that address until December 4, 2022, when I was returning the car to the airport. I was driving on Rt. 295 N about 15 minutes from the airport, when the check oil light came on. Smoke was coming from the back of the vehicle. I took exit 46. As I exited the highway, the battery light and the check engine light came on. The car would not start again. I tried calling the Hertz counter in the airport, several times, as well as roadside assistance. I had to take an Uber.I took a picture of the vehicles license plate, which shows the entire back of the vehicle as being wet. That wet part is oil. I locked the vehicle and took the key. I finally got in touch with roadside assistance. When I arrived at the ticket counter, ***************************** called and said they would be retrieving the vehicle within the hour.I was able to get to the airport before my flight but was told I couldn't board, At the ticketing counter, they could not change my flight and I was forced to buy a one-way ticket home. The cost was $190 + $46.99 to Uber to the airport. I am requesting a full refund for my rental, my ************** I went downstairs to the car rental counter and spoke to the manager and gave her the key. She told me she couldn't close the contract because the car had not been returned. I asked for a full refund of the rental, along with a refund for my ticket. She said when the car was returned we would discuss a refund. The car only has ****** miles on it. My email went unanswered. ************ Sheriff called to ask if the vehicle had bullet holes in it because Hertz never retrieved the car. It sat on the side of the road for 6 days before being towed to an impound lot. I am not responsible for a vehicle, when I returned the keys and spoke with the manager about what happened.
Business Response
Date: 01/23/2023
Complaint ID#: ********
Hertz RR#: 106167725
This is in response to *******************, thank you for allowing me to address your concerns.
I understand you are concerned with additional time as well as expenses incurred when you took a rideshare ******************* on the date of your scheduled return. We always want to provide meaningful investigation as well as compensation where due; however, in this case, it appears that you have initiated a dispute with your bank for the total charged on this rental. This means that there is an outstanding balance that needs to be paid. Please contact us by phone at ************ to remit payment as soon as possible to avoid further collection.
Once the balance is settled, we are able to begin an investigative process and that would allow us to possibly offer reimbursement consideration for your flight and rideshare costs as you have requested.
Kind Regards,
Customer Answer
Date: 01/24/2023

Complaint: 18869232

I am rejecting this response because: the car broke down on Rt. 295 N on my way to return the car. The keys were turned in at the rental counter where I spoke to the manager. I am not at fault for anything and decline any and all charges.

Sincerely,

*******************
Business Response
Date: 01/27/2023
Complaint ID#: ********
********************** RR#: 106167725

I sincerely apologize for your experience and any inconvenience caused. I have zeroed out your rental charges due to the chargeback, we will no longer attempt to collect. Please provide your Uber receipt and document to show proof of flight change cost. Once received we will reimburse you the amount. Please also confirm the reimbursement can be credited to your **** ending in 0909.
Customer Answer
Date: 01/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Attached please find a copy of the receipt for my return flight and also my Uber receipt. I appreciate your assistance in getting this matter cleared up.

Sincerely,

*******************
Customer Answer
Date: 01/27/2023
Attached please find a copy of the receipt for my return flight and also my Uber receipt. I appreciate your assistance in getting this matter cleared up.
Business Response
Date: 01/30/2023
Complaint ID: ********
RR#: 106167725

Thank you for providing the requested document's. I have issued a refund of $243.59 to your **** credit card with last 4 digits ****. Please allow up to 10 business days for the refund to post to your account.
Thank you again for allowing us to resolve this matter and again we apologize for any inconvenience you experienced.
Customer Answer
Date: 01/30/2023

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:01/20/2023
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.
Rental Record #: ********* I purchased a rental vehicle from the Detroit Airport on January 11th, 2023. The customer service was incredibly rude. I initially put a down payment to pay upfront a total of $274.34 with a due at car rental counter amount of $78.86. The next day when I was driving, the car completely died in the middle of a busy intersection with 3 other people in the car with me. I was an hour away from the Detroit Aiport. Myself and my fiance had to push the car out of the way to a safer spot. I called customer service and told them the issue. I was told that there was going to be a rental truck on the way and then they would get me and the other people with me, a ride back to the airport after the rental was picked up. I then called back after the car was picked up and was told there was a Lyft on the way for me. 30 minutes goes by and no update. I called back and they said that the driver cancelled and that I wasn't able to get a ride back to the airport for an exchange. I was told to find my own way to the airport and that I would be reimbursed. No rideshare service would accept the trip due to it being so far away. I called back the customer service line letting them know that I can't get back there, they hung up on me and would not answer any calls from my phone number. (they would pick up and then hang up right away). I used my fiances phone and was able to get ahold of a team member. They were rude and told me to find my own way, even after explaining that I didn't know anyone in the area, and that none of us were familiar with the location that we were at. So to be able to get an exchange, I had to hitchhike with 3 other people an hour back to the airport to be able to get back to get an exchange. This company put my safety and other safety in harms way. I am requesting a full refund for everything that I paid.
Business Response
Date: 01/27/2023
Complaint ID: ********
RR#: 122921341

Please accept my sincere apology for any inconvenience you experienced when the broke down and we were unable to locate a rideshare to return you to the airport. This is no more acceptable to us than it is to you. Please provide a copy of the document from the 3rd party which shows the amount you prepaid. We will review for a partial reimbursement.

Customer Answer
Date: 02/06/2023

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 attached the 3rd party rental reservation where it shows that I prepaid $274.34, and paid $78.86 at the counter.

Sincerely,

Georgianna L********
Initial Complaint
Date:01/19/2023
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.
Rented a car from Hertz for 01/05-01/09/2023. Not once did any associate go over the vehicle, how it works, no one informed me how the tolls work and never informed me how much gas that needs to be replaced. I returned the vehicle on the 1/9 and they sent me an email receipt. Noticed on the receipt they charged me $40 for gas when I replaced what was in the vehicle when I received it (3/4 of a tank). Today I was charged $60 for tolls that not one person at Hertz went over with **** want my money back for these charges no one at Hertz went over with me.Rental *********
Business Response
Date: 01/19/2023
BBB Case #: 18840409
RA #: 120470766

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

I regret and inconvenience you experienced during your *******, ** rental rental.

In accordance to the Terms & Conditions of our Signed Rental Agreement upon signing this contract, customers give us permission for Hertz to pass their information to our partners in Platepass and American Traffic Solutions (ATS) to process any tolls or violations that *** have occurred while in our rental.

All toll charges are applied to the Credit/ Debit billed on the rental or mailed to the customer within one to three weeks of the *********************** completion. This information is available in the Terms & Conditions as listed in your Signed Rental Agreement on Pages 4 and 5. Once these charges are placed on your account you *** contact ************************** at ************** between 7:00 a.m. and 7:00 p.m. Central Standard time they can assist in the dispute of theses tolls.

In a review of your *******, ** rental our location is showing they had to put **** gallons of fuel back in the vehicle at the Hertz rate of $10.58 per gallon. As a gesture of goodwill, I will credit back the fuel charge billed in the amount of $41.46. This credit was processed today please allow up to seven business days for the credit to post back to the account charged

Thank you for contacting us.
Customer Answer
Date: 01/20/2023

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.
Hertz,please be aware no one at the ******* location showed me a contract or informed me of anything. Might want to re-train the staff there.

Sincerely,

*********************
Initial Complaint
Date:01/19/2023
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 in ******** **. I paid in advance in full on line. They charged my credit car for additional insurance and fees i told them at the time of rental did not want any additional items. They would not refund me or even let me talk to a manager. We also did not get the car we reserved. Worst experience with a rental car ever.
Business Response
Date: 01/23/2023
Complaint ID: ********
RR#: 980005810

Thank you for allowing me the opportunity to review and respond. I apologize for any misunderstanding regarding your charges. A review of your attached signed rental agreement (SRA) indicates your acceptance of the Loss Damage Waiver (LDW) at the inception of your rental. Based on SRA, in the event of an accident or damage Hertz would have been responsible. Considering this, we respectfully decline your request for an adjustment.
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: 01/30/2023

Complaint: 18835585

I am rejecting this response because: I told them I did not want any additional coverages. Any documents I signed I was under the impression I would not receive any additional fees or insurance.

Sincerely,

*********************
Business Response
Date: 01/31/2023
Complaint ID: ********
********************** RR#: 980005810
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. As we are unable to recreate a verbal conversation between customers and our agents at the time of rental, our decision is based on the documentation which in this case is the rental contract. It is the customers responsibility to review the terms of the printed contract for accuracy and if there are any issues or questions, address them before departure so a new contract may be printed with correct information. 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:01/19/2023
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 rental charged my credit card multiple times without my permission and refused to remove additional charges.
Business Response
Date: 01/23/2023
Complaint ID: ********
RR#: 121831275

Thank you for allowing me to review and respond. Please accept my sincere apology for any misunderstanding regarding your charges. A review of our records indicates you were incorrectly billed, however a refund was processed for $64.09 when you contacted our **************** on 01/19/23. It can take up to 7 business days for the refund to post to your account. Our records indicate you spoke with our **************** regarding the authorization on your credit card and you were advised the authorization released from our system once the final rental charges posted but can take up to 7 days to post to your account depending on your financial institution.
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: 01/24/2023

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. There are still factors with the branch that has not been resolved. I still have fathom charge of $386.00 unauthorized on my card. I tried to extend the vehicle manager ****** stated he did not need put anything in system. My credit card stated Hertz attempted to charge my bank card $81.00 dollars. ****** stated Hertz corporate was lying to me about the process of rental. I told him I have email of additional charges as well as showed him. Manager ****** stated well I didn't do it. All of this need to be reconciled. I have the recording of all this.
Sincerely,

*************************
Initial Complaint
Date:01/19/2023
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 August 31, 2022 I picked up a rental from a neighborhood Hertz branch for originally 2 days for $90.14. On Friday Sept 2, per Hertzs call center, I went online to extend the rental for another 2 days. I reviewed the new charges of $177.02 and screenshot the check out screen. On Sept 4 before the rental is due, I find out that the neighborhood Hertz location is not an after hours drop off location. Hertz call center tells me to take the rental to an airport location, explain that the online reservation system has a glitch that allows reservations for locations without after hours drop off, that I would only be charged for the actual days I had the vehicle, and supervisor at the airport location can waive the $160 intercity drop fee associated with returning a rental to a different location. After checking the car into a Hertz airport location, I request to speak with a supervisor. While waiting I tried to obtain a receipt from a member and he said he couldnt provide one because only the branch I rented the vehicle from can close the rental and formulate a receipt when they reopen during the week. The supervisor came out and confirmed that they cannot close the rental contract of another branch. Both employees looked up my contract and told me that my at-the-time charges were and wrote 397 88 on the copy of my contract received from the neighborhood branch. The supervisor confirmed that I can have the intercity drop fee waived but the neighborhood branch would be the ones doing it. During the week not only did Hertz charge me $929(which included a weekly charge of $676), when I called the neighborhood branch about the charges the manager said the airport location closed the rental contract and she could not make adjustments. Speaking with the airport location whoever closed the contract did so several hours after I returned the car and triggered a 5 day threshold for the weekly rate. With the weekly rate and drop fee, I was overcharged $752.07
Business Response
Date: 01/23/2023
Complaint ID: ********
RR#: 833287453

Thank you for allowing me to review and respond. A review of our records indicates your original reservation was scheduled to return on 09/02/22. On 08/31/22 you used the mobile app to extend your rental until 09/04/22 for the same daily rate of $38.29 to return to the same location. You then used the mobile app to change the return date to 09/05/22 which changed the rate to a weekly rate of $676.86. On 09/04/22 you returned the vehicle to *************************. Our records don't show you requested a change in return location. Please provide the telephone number you called from as well as the date you called to make the change for the return location so that we may further research.
In regards to the ***** on the document you provided, please be advised that is the mileage in when you returned the vehicle, that number does not relate to your rental charges.
I can confirm there is also a chargeback for the amount of $177.02 to a dispute you filed with your credit card company.
Customer Answer
Date: 01/23/2023

Complaint: 18833151

I am rejecting this response because:
Could Hertz lookup my phone call with the reservation center on 9/4/22 under phone number ************?
If Hertz can find the record of that call it will show I had no intentions of extending the rental online or changing the drop off location; I was checking the rates. When I spoke with the agent over the phone he is the one that not only told me my originating location indeed doesnt have after hours drop off like the Website said and allowed, but he as well recommended taking the rental to an airport location asap so that I am only charged for 4 days at the daily rate. I was in no position to keep the rental an extra day because I had an early flight on September 5 that would have complicated dropping off the rental in ********** and getting to the other airport in ******.Luckily Lovefield airport and the ********** branch werent that far away. The agent over the phone explained to me that the airport location could take care of the intercity drop fee of $160 since there was an inaccuracy, or glitch as he put it, on the website. But, from my original statement, *** already explained things got frustrating at Lovefield because neither employee or supervisor were knowledgeable in closing rentals brought in from other locations. Once ********** told me they cant void the fee because ********* ended up closing the contract, I tried to be patient and work it out with the Lovefield branch. I even exchanged my number with the branch manager who explained to me the issues of some employees being able to and not being able to close rentals and he said he would get back to me. I called his cell but he would not answer. I tried the call center and they said they will put in a request for ********* to go over and credit the charges but nobody got back to me. Finally I was fed up and contacted my bank and my bank is saying Hertz only wanted to refund $177.02. But I now have a letter from Hertz stating I need to pay back the $177.02 and that I can never rent from Hertz again until its paid.

Sincerely,

*******************
Business Response
Date: 01/26/2023
Complaint ID: ********
RR#: 833287453

We have reviewed the call you had with our **************** team on 09/04/22. There were two calls, you indicate you wanted to return the vehicle on Sunday to the original location but the location was closed and did not allow after hour returns. The representative advised you that the airport location was opened and the vehicle could be returned there. You stated you did not want to return to the airport due to the rate increase, the representative that was the only option if you wanted to return on Sunday. You then requested a Supervisor. The Supervisor explained the same information to you as the representative had. The Supervisor explained to you that you could discuss it with the manager at the rental location upon return. Based on this information we have determined you were properly advised that the rate would increase if you returned to the airport, therefore the charges are correct.
Customer Answer
Date: 01/26/2023

Complaint: 18833151

I am rejecting this response because:

Hertz may not have pulled the correct conversation from their records and is omitting many details. Those employees and I did not discuss rates for that airport location and also told me that I would be charged only for the days I had the vehicle no matter what. In addition to the Lovefield branch employees telling me my at-the-time charges before I left the branch, I have since called Hertzs reservations center and the Lovefield branch and both confirmed that weekly charges do not start until the 5th day of renting. Had Hertz employees properly closed my rental, and not at 7:32pm, I would have paid what the employees told me.
Also the website contained inaccuracies that caused this entire ordeal. Hertz is trying to hold me responsible that their website inaccurately stated that the **********, ** location had an after hours drop off and I was quoted and authorized charges on the website as if I was dropping off at the ********** location, not the Lovefield location. Like I said there was no discussion or quotes for the Lovefield branch. The Lovefield branch only comes into this scenario because not only was ********** branch closed on Sunday 9/4, it would have been closed on Monday 9/5 as well because it was Labor Day. **** has many tips and protocols for merchants that deal business online and the accuracy of information and charges related to customers on merchant websites.

Sincerely,

*******************
Initial Complaint
Date:01/19/2023
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 recently had a rental December *****rd with Dollar rental(hertz sub enity).The date of the 23rd at 625pm I called to state that it was impossible for me to return rental for weather conditions in my city, there was an artic ice blast here in ************* of **. The representative stated I would not be charged and to make sure I returned vehicle 24th at 7pm. When I returned vehicle no one was there to check car in at 645pm at the ******************. I took the key inside the clerk was very rude on how he couldn't check it in, I stated to please put a note in my file because this location won't scan car I until next morning and they never adjust the price accordingly. I constantly have to call to get charge removed. At 704pm of the 24th I contacted the customer service to let them know to please add note in system and that the counter clerk was rude. On the 26th of December I seen I was still charged for both days regardless of my efforts. I called at ****pm that day and spoke with another representative that stated he looked into it and that he would be able to honor original contract price of $180 something vs the $688 they outrageously charged. My refund would be applied 3-7 business days. 1/8 I called at ****am to inquire of where any of my refund was. The representative said I would still be charged for the weather day and no notes was in system. At ****pm a supervisor called me back, and insisted I was to still be charged the weather day and they could only return the not checked in day. I wasnt jeopardize my life or company property for money. I told the supervisor so is this what this company represents money over human life, I also said to her 'so your telling me your representatives lied to me?' She stated yes, I followed by so this is how you guys train employees, treat customers, and the values of this company!? I am disappointed on how I was treated by all staff and the true values of this company. Attached the clerk gave me when I took key in.
Customer Answer
Date: 02/02/2023
I have received a message from hertz. They have given me a refund. Thank you for reaching out.

Customer Answer
Date: 04/24/2023
This my darn second incident with hertz I have to make a complaint for being charged for factors do to acts of God situations. This is ridiculous, I used company again because the first was handled semi appropriately but once again here I am. The ** ********* I had back in December was involved in an accident of a dear jumping on express way. The insurance claim number is 3842X368F. I immediately took care of insurance and took care of the situation and the car was picked up. My insurance covered it all under comprehensive do to it was an act of God and out my control. When reviewing the accident report with hertz they added other problems with the car to charge my insurance extra. They applied damage that was on back of vehicle when the dear was hit in front. Then after all was said and done now are harassing me for another $1310.89 in trumped up extra charges once again on a situation that was out my control. Even though they already milked ** insurance for damage that was not done by me or accident. My last innocent was a due to a winter blast I couldn't return car until next day, it took over 2 months to get that situated. I'm am once again let down by this company and will never rent a pen from them for I might be charged for ink running out. This company seriously needs to review its policy's in a human realistic way, this company is truly does not care about customers just money. I received more concern that if I was ok from the accident than any employee that contacted me. I feel this is even a retaliation for my previous fees being waived and now I'm getting hit 3x amount right after. I am just at this point asking the company to waive the ridiculously high fees for something out my control as was handle by insurance and in the past with this company.
Business Response
Date: 05/11/2023
Complaint ID: ********
Dollar RR#: 110571952
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us to review your concerns.
We apologize for any frustration caused regarding the damage charges billed on your rental. For assistance with this matter, please contact our *************************** offices at ************.
Customer Answer
Date: 05/13/2023

Complaint: 18833178

I am rejecting this response because:
I have already spoke to several Hertz customer service representatives via phone calls and emails. They are still insisting for payment to this day. The response for me to call another person/representative is pointless and I have done several times, and Hertz response to call again is ridiculous and repetitive.
A response of fee waiver was what i was looking forward too, after being harassed for 5ths. On a situation that was out my control nor my fault, per insurance policy's an act of God.

Sincerely,

*****************************
Business Response
Date: 05/23/2023
BBB Complaint: 18833178
RR# *********
This is in response to *****************************
A review of our records how a credit in the amount of $556.37 was issued to the credit card on file on 01/19/23. We recommend contacting your bank directly if you have yet to receive the refund as they are responsible for releasing funds back into their customers accounts and therefore processing time may vary. Attached is a copy of the updated invoice for your review and records.

Thank you for contacting **.
Initial Complaint
Date:01/19/2023
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.
SAFE AUTO CLAIM NUMBER #********* HERTZ RRH18475973/ DATE OF RENTAL WAS 10/03/2023 I had an car accident. Safe Auto assigned me a claims representative. I gave her my statement and hung up. When I called the representative back her voicemail stated she was a representative for the company the person I had the accident with. I asked for another representative they would not switch me. my purpose of this email is to get my reimbursement of rental car insurance. The insurance I have covers rental insurance with Hertz ************** Safe Auto did not pay my rental insurance of $600 dollars. HERTZ CAR RENTAL SHOULD HAVE NEVER CHARGED MY CREDIT CAR THE $600 DOLLARS. The rental was set up through their department and and the insurance people advised them how much they would pay. They should have charged me $600 dollars less I spoke to my representative and she stated the check was being processed and should be done in a week. I left multiple messages for her supervisor no returned call. Until this day Hertz car rental has not received the $600's. HERTZ car rental company charged the $600 dollars to my credit card putting my balance over the limit and causing my credit score to go down monthly. May you please help me get my money back. I believe my Safe Auto representative is a liar and a thief. I believe she has that money. The rental was set up through safe auto and they never paid their part. its been over two months. Please help me get my $600 dollars back. This representative also put an extra $10.00 charge on my card. I was only supposed to be charged fifty dollars for the deposit. He charged me $50 for the deposit and an extra $10 on my card. The hertz representative charged me for extra days. I spoke to a representative in the car rental insurance unit. She stated return the car and mail back the key so I would not be charged out side the 30 days. I did what I was instructed to do and the Hertz representative still charged me more than the thirty days. I even brought the key in on my lunch break. I was afraid the mail would take to long. May you please refund me my $600 dollars and the extra days he put on my card. Also may you deduct the $50.00 from my balance. May you find out why did he put an extra $10.00 on my charge. This representative is dishonest. I was supposed to be charged $43.99 a day for 30 days. I paid $50.00 as a deposit. The insurance was supposed to pay $600. May you please correct my bill and refund me my money. CLAIM#*********/RENTAL#RR H18475973
Business Response
Date: 01/23/2023
Complaint ID: ********
RR#: *********

Thank you for allowing me to review and respond. Please be advised your total charges are $1926.48, however Hertz only collected $1138.50 from your credit card company which left a balance due of $787.98. As you are the renter you are responsible for the balance when the third party doesn't pay.
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:01/19/2023
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.
State ********************** rented vehicle Dec 2 **** to Dec 22, 2022 re insurance claim Date of Transaction Dec 22, 2023 return January 2, 2023 Hertz Car Rental ********** ** rentor and ***************************** rentee *********** ***************** of Hertz Car Rental ********** ** charged me $125.33 for car rental for 10 days I was unable to use the ****** Sentra car for 4 of those days because car was dead After completion of doctor ************* my husband had to take key pad and buy and replace the battery in car pad.****** Sentra Car locks did not work on the doors very dangerous ****** Sentra was very dirty ****** Sentra constantly needed air in tires Reported these conditions on the phone to both ** and **** at Hertz ********** ** and they told me that they would take care of it when I returned the ****** Sentra and deduct the days that I was unable to use the car ** charged me $125.33 for the rental of ****** Sentra on January 2, 2023 Attached receipt states $5.50 per day for my rental however 6 days at $5.50=$33,00 not $125.33 which was charged to my **** credit card I am requesting reimbursement for $125.33 for inconvenience false credit card charge and deception
Business Response
Date: 02/02/2023
Complaint ID: ********
RR#: H20148365

Thank you for contacting us. Please accept my sincere apology for the problems you encountered with your rental. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience. As a gesture of our apology I have issued a refund of $125.93 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 02/02/2023

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:01/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a luxury full size car and we get a sub compacted car we paid more for that which is bate and switch, and the day before we left the car broke down . I would like the refund I was told i would get
Business Response
Date: 01/19/2023
Complaint ID: ********
Hertz Res#: ********************* is in response to ******************************

I am sorry for any inconvenience this matter has caused you. Our local management makes every attempt to provide our customers with the vehicle they booked for; however, during our peak season, this may not be possible. I understand careful consideration is made when choosing the vehicle, you require. Whilst we do state that a vehicle from the class booked will be available; regrettably, we cannot guarantee a vehicle, 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.

In a review of your rental, I confirmed you booked for an I-Class vehicle comparable to a Chrysler 300 or similar. Our records show you were provided a W4 Class vehicle, in this case, an Infiniti QX30. The vehicle provided is an upgrade from the originally booked I-Class you booked. Our records confirm you were not billed an upgrade charge for the Infiniti.

While I regret you did not receive the vehicle class you reserved there were no additional charges for the upgraded vehicle and no adjustments are due.

Thank you for contacting us.
Customer Answer
Date: 01/19/2023

Complaint: 18831388

I am rejecting this response because:
It's not an upgrade,
The reason i wanted a big car is because I have AS and have a hard time getting in a sub compact car ,
2nd you didn't even address the car braking down,

Sincerely,

*****************************
Business Response
Date: 01/20/2023
Complaint ID: ********
RR#: 117937702

I apologize for any inconvenience you experienced due to the vehicle received and the mechanical problems experienced. Our records don't show any information regarding a refund you were to receive. Please advise who/what department spoke of a refund as well as the amount the refund was to be so that we may further investigate.
Customer Answer
Date: 01/20/2023

Complaint: 18831388

I am rejecting this response because: I should Not lose a day without car that I paid for and not expected a refund
Be down graded and not expect a refund

Sincerely,

*****************************
Business Response
Date: 01/24/2023
Complaint ID: ********
RR#: 117937702
This is in response to ***************************, thank you for allowing me to revisit your concerns.

As previously advised, we apologize for any inconvenience due to the vehicle received and any mechanical problems you may have experienced. Our records don't show any information regarding a refund you were to receive. Please advise who/what department spoke of a refund as well as the amount the refund was to be so that we may further investigate. Without this information; unfortunately, we must continue to respectfully decline your request for compensation as it is not warranted.
Kind Regards,
Customer Answer
Date: 01/24/2023

Complaint: 18831388

I am rejecting this response because:*****,
Don't know the department but he is the one who had the car towed for me and said the I should have never got a sub compact car a told me to call in or email for both issues for a refund,
I dont know why you are fighting this it is very simple you did a bate and switch and the car broke down I will not back down, next step this will be on the news

Sincerely,

*****************************
Business Response
Date: 01/27/2023
Complaint ID: ********
Hertz Res#: ************ style="color: rgb(18, 18, 18); font-family: proxima-nova, sans-serif;">
This is in response to ******************************

While I understand this is not the desired outcome; however, our decision had not changed on this matter. As previously stated, it was confirmed you booked for an I-Class vehicle comparable to a Chrysler 300 or similar. Our records show you were provided a W4 Class vehicle, in this case, an Infiniti QX30. The vehicle provided is an upgrade from the originally booked vehicle. This class of vehicle is billed at a higher rate cost than the I-Class vehicle booked. Therefore, no refunds are due for this rental.

Thank you for contacting us.
Business Response
Date: 02/17/2023
BBB Complaint: 18831388
RR# *********
This is in response to ******************************
As stated previously, our records show you reserved a Luxury Full-size sedan, a larger vehicle Infiniti QX30 was provided at the counter at no additional cost. Although we state the car calss reserved will be available at pickup, rare situations *** arise such as late returns, extended rentals, or damaged vehicles that *** result in limited vehicle availability. When this does occur this location must provide the next available car class at no additional cost. Per the Signed rental Agreement, I can confirm the Infiniti QX30 was accepted that the time of pickup. Attached is a copy of the Signed Rental Agreement.

Regarding a refund, we regrettably do not have a record of a refund promised and are unable to substantiate a verbal conversation at the counter. Based on this information,we stand by our decision and must respectfully decline your request for a refund.

However, as a goodwill gesture, I have mailed you a $50.00 rental certificate to use towards a future rental. The certificate will arrive via U.S. postal service in **** business days. While I understand this is not the outcome you were anticipating; we ask that you respect our position on the matter as we consider it fully addressed.
Thank you for your attention to this matter.

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