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

7,171 total complaints in the last 3 years.
1,748 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:01/17/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need some assistance please. For a month now I have been trying to speak to someone, anyone at your customer service area but have not been able to. I have issues with money that was taken out of my account. On Dec 13, 2022 I made a reservation online and pre-paid. On Dec 22, 2022 I landed in ******* from ******* and went to pick up my rental car. When I got there I waited in line because the 2 desk agents were with other customers. One agent ( a Hispanic man) was agreeing with the customer something about her debit card. He then finished with her and told me next. I went and gave me confirmation number and was told, I hope you dont have a debit card because you are fixing to have the same problem as the other ladyI told the agent that is how I paid for my reservation via a **** debit and per the website guidelines I understand that I will have a hold on my card and it was fine. He told me if I had a Credit card it would be easier. I told him I didnt bring one with me except an emergency credit card that did not have the rental amount on it but I was confused why I couldnt just use my debit card as stated on line. He then said new policy today and pointed to a printed paper in a picture frame. I told him that policy whatever it is should not apply to me since I already rented the car based on the policy that was online. I told him my husband has a Credit Card and I would call him to get the info to finish the rental and he rolled his eyes and said my name had to be on the card. After a lot of back and forth and the agent refused ********** the car that I had already reserved and he said I would not be charged for anything since I never took the vehicle. I told him I couldnt believe this company was leaving me without transportation more than ***** miles away from home. The agent said it wasnt his fault and the other agent joined in and said it wasnt their fault that the policy changed, both were unapologetic and not interested, needless to say I left in tears and confused. This is the worst customer service I have ever experienced and I cannot believe that my reservation was not being honored. I have opened several tickets with customer service and have not received any call or email back. I have also checked my bank account and was charged $146.60 even though the agent informed me I would not have any charges since I didnt leave with the vehicle. I have also tried to tweet your company to try to communicate with someone and was just told someone would be in contact with me but still 1 month later no one has reached out. I refuse to believe a company such as yours would steal money from a consumer and I want to believe in good faith that someone from your company will reach out and correct this mistake and issue me back my money of $146.60.
Business Response
Date: 01/18/2023
Complaint ID: ********
Res#: K3404544771

Thank you for contacting us. We appreciate the opportunity to assist. When using a debit card for your rental, our policy requires a credit inquiry to be performed. If the credit inquiry fails you are unable to rent using the debit card. This is not a recent policy change and there hasn't been any recent change to the debit card policy. I have issued a refund for your full prepaid reservation in the amount of $146.40. Please allow up to 10 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: 01/18/2023

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 would like to add though I was never informed a credit check would be needed and to my understanding one was not completed. Thank you.

Sincerely,

*************************
Initial Complaint
Date:01/17/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/12/2022 I reached out via chat to Hertz corp office (spoke with ********) regarding my vacation Tesla rental, it's condition and charge amount. The car was disgusting, mucus and other crusted material one can only imagine and food in the back seating area on the seats. The charge on the Tesla was at 60% upon pick up, which required us to pay for charging on the first day of rental. ******** advised us to return the vehicle, that she spoke with the manager and they had a clean, fully charged ***** waiting for **. This was not the case, the rental staff had no idea I was coming and they had to call a manager from "upstairs" to look into it. 2.5 hours later, I left with another less than full charged ***** and in dirtier condition. (I would have had to wait even longer for them to charge a new one and we were running late to an event because of how long the ordeal was taking). I called the rental office to inform them, they asked for me to return the 2nd Tesla and I stated I didn't have time to wait another 2.5 hours for them to give me another car and was leaving the next day. The manager **** told me they would refund the rental agreement amount. This did not happen. On 12/14 I called Hertz corp spoke with ********, she said she would look into it and get back to me. This week I received a bill for the total amount owed. I want what I was promised, a refund. Rental agreement *********
Business Response
Date: 01/18/2023
Complaint ID: ********
RR#: 963265450

Thank you for contacting us. We appreciate the opportunity to assist. The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience. There are occasions where the vehicle is not at a complete 100% charge. As you did have use of your rental for the full duration a full refund is not warranted. Having reviewed the charges, we can confirm we received a chargeback from your financial institution for the full amount of the prepaid charge of $478.94. This is now an outstanding balance that must be paid.
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: 01/18/2023

Complaint: 18817088

I am rejecting this response because:

I was promised a refund by your management and was declined when I requested to return the vehicle to a closer location as I was out of the area by the agent at *** location. I have the provided the documentation to support this and it is you responsibility to honor your employee actions.

Sincerely,

*******************************
Business Response
Date: 01/19/2023
Complaint ID: ********
RR#: 963265450
This is in response to *******************************, I appreciate the opportunity to revisit your concerns.

As previously advised, the condition of the vehicle you received is a concern to us, it is certainly not the impression we aim to leave with you. We always want to provide quality vehicles to our customers at every interaction. Considering you kept the vehicle for the full duration a full refund is not warranted. Having reviewed the charges, we can confirm we received a chargeback from your financial institution for the full amount of the prepaid charge of $478.94. This is now an outstanding balance that must be paid. Please contact us to remit payment as soon as possible.
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.
Kind Regards,
Customer Answer
Date: 01/19/2023

Complaint: 18817088

I am rejecting this response because:

This does not resolve the promise made by the manager ********** spoke with regarding the vehicle, refund he promised because I was not able to return the car at the *** location and refused to allow me to return the car at the location closest to me. I a fully aware that my Gold AMEX that I have held for 20+ years charged back your services, as they deemed acceptable based on the information provided in this complaint. Your response doesn't include a statement from the manager disputing my refund, that 4 individuals in my party heard, because you know that he did and you have now decided you will not honor his actions as a leadership ambassador of your brand. Furthermore, I have used your services for years, work and pleasure, never had such a disappointing experience.

Sincerely,

*******************************
Initial Complaint
Date:01/17/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 01-04-2023 I made a reservation for a Hertz Rental car with confirmation # K3620765530 for pickup on Thu, Jan 05, 2023 at 01:00 PM and return on Sat, Jan 07, 2023 at 11:30 AM, but on arriving at the rental pickup location on time I was advised my **** credit card issues by my bank (Chime) cannot be used to pick up rental car according to Hertz staff this is an internal decision not to accept Chime which is not posted on their website or on any reservation document/email. If I had been informed of this, I would have never made the reservation.So, since I didn't have another card, I requested that my reservation be cancelled, and the staff agreed to cancel my reservation but after a week my Chime credit card was charged $46.30 despite my multiple attempts to reach their customer service for a refund, they have refused to converse with me or put me on hold for long hours eventually ending the call on their end. I would request Hertz to do the right thing and either notify customers of the banks you don't accept and also refund my money as this is unfair business practice to charge me for a service never provided.(Attached is my reservation email detailing their credit card policy, it's never mentioned that Chime **** Credit Cards are not accepted).
Business Response
Date: 01/17/2023
Complaint ID: ********
Res#: K3620765530

Thank you for contacting us. We appreciate the opportunity to assist. Please accept my apology for any misunderstanding regarding the financial requirements. Please be advised Hertz accepts major credit cards and debit card (with additional requirements), however Hertz does not accept Chime cards as they are prepaid cards and not considered a major credit card or debit card which is in our online terms and conditions. I have also confirmed the cancellation fee of $46.30 was refunded to your card on 01/15/23. Please allow up to 7 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: 01/17/2023

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,

***** Chittumel *****
Initial Complaint
Date:01/17/2023
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.
We rented a car from Hertz for 1/14/23 Sat at 4pm to 1/15/23 4pm for our 20 year anniversary trip to Maui. We made reservations for a sunrise tour of ********* on 1/15/23 and planned to do Sunset there that night.We noticed on ****** that it said the pick up location was closed. We tried calling but it was busy signal all day. So we called Hertz customer support ************** and we're told to go there and that's it's open until 10pm. When we got there there was a sign that they are closed on Saturday. We called back customer service and were told to go to the airport and pick up the car there. It cost $26.56 for the only Uber option available at that time. I took the Uber and my wife stayed behind to find some good as we were starving. She called back to customer service to let them know what happened. When I got to the airport Hertz said they don't have any available cars. My wife was still on the phone with Hertz customer service who told her they would comp us $26 off our reservation. They verified and indeed they had no cars at the airport or anywhere else on Maui Island. She asked to speak to a supervisor and was told ones is not available but will call her as soon as they get off the phone. Nobody ever called.By this time we were starving and exhausted. Uber cost $37 to get us to the hotel. Last minute there were no rentals available anywhere too catch the sunset and we had no way to make our non-refundable $31 reservation for sunrise at *********. We lost $94 because Hertz booked us in a location they had closed and sent us on a wild goose chase to pick up a car they didn't have. Our anniversary plans were ruined and Hertz didn't even bother saying sorry or calling back. I believe they owe us at least $100 credit to use toward a future rental or as a **** card because this is their mistake and they cost us $94 in just money lost, not counting how stressful and devastating it was. I have attached our reservations and sign pic
Business Response
Date: 01/17/2023
Complaint ID: ********
Res#: K37132752C3

Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates you booked the reservation online for a location that is an FBO which requires you arrive by private flight. As this was not the case you are unable to retrieve a vehicle from this type of location.

Customer Answer
Date: 01/17/2023

Complaint: 18815163

I am rejecting this response because:
The Hertz website offered me that location as a closest option to where we were going to be that day. Under information regarding flights it has two options - private plane and other. I course other and included my flight information. I also called Hertz customer service before heading out there and was told my reservation was fine and that they will be open until 10pm. Hertz should not have told me the reservation was fine and to go over there if it wasn't, they should not have sent me to the airport to pick up a car that was not available, they should not have even let me book or directed me to that location if that location is closed. I did everything right, I verified and reverified with Hertz customer service and followed every instruction they have me. Hertz dropped the ball over and over and ruined it vacation.

Sincerely,

*********************
Business Response
Date: 01/24/2023
BBB Complaint: 18815163
Reservation number K37132752C3
This is in response to **********************
I appreciate that this is not the response you were anticipating; however, as stated previously the original reservation K37132752C3 was booked online by you at an FBO that only allows private flight arrivals. After a review of the call, we can confirm that the representative confirmed that the airport location did not have availability.

With the above in mind, we respectfully decline your request. Please know our decision is final as we find the matter fully addressed. Further requests to revisit this matter will not be considered.

Thank you for contacting us.
Initial Complaint
Date:01/17/2023
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.
Re: rental record#********* We rented a car over the holidays and it wouldnt start on Christmas Day. We called hertz roadside assistance and they were not able to make it out until the next day. The *** service indicated that the battery was bad and they could replace it. We confirmed with the roadside customer service on the phone that we would be reimbursed if we got it replaced. We have contacted customer service for reimbursement for the battery and the day we were unable to use the car and were told to submit the request to the customer service email. It has been over 2 weeks and we havent heard back despite numerous follow ****
Business Response
Date: 01/18/2023
Complaint ID: ********
RR#: 114946753

Thank you for contacting us. We appreciate the opportunity to assist. Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates our **************** processed a ************ 01/18/23 for the amount of $253.70 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: 01/20/2023

Complaint: 18814645

I am rejecting this response because:

While I appreciate that the cost of the battery replacement has been refunded to me, we have not yet been reimbursed for the day the car was out of commission due to the needed repair. We would like to be reimbursed for one day of the rental.

Sincerely,

***************
Business Response
Date: 01/27/2023
Complaint ID: ********
RR#: 114946753

Please provide a copy of the itemized charge from the 3rd party you prepaid with so that we may determine the cost for the one day. Once received we will review and refund one day.
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.

Thank you!

Sincerely,

***************
Initial Complaint
Date:01/17/2023
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.
Ive been a Hertz gold member (********) for many years. Due to Covid19 travel restrictions, I was unable to travel for over 18 months and all my pointes expired (**** points). By contrast, I didnt lose any other points/miles because all other travel companies (airlines, hotels) had moratoriums in place - they did not blame customers for the unfortunate conditions created by the pandemic. I called Hertz loyalty program at ************ several times and was told the points would be reinstated if I continue to rent from Hertz. I did so, in June and September 2022. However, the **** points were briefly reinstated and then removed again (please see the attached document).Last time when I called Hertz, on 11/16/2022 I was told, once more, that the points will be returned to my account. That did not happen. I request, again, to have the points transferred back to my account. Also, Im very disappointed to see that the word of Hertz representatives has been worthless!
Business Response
Date: 01/17/2023
Complaint ID: ********

Thank you for contacting us. Per the Gold terms and conditions the gold points expire after 18 months of no rental activity. As a courtesy, on November 22, 2021 your points were reinstated, however you had to rent a vehicle within 180 days for the points not to expire again. You did however rent 9 days after the gold points expired on May 31, 2022. In the interest of customer service I have reinstated the ***** gold points that expired.
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: 01/18/2023

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:01/17/2023
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.
My car was misdiagnosed at a ********** dealership and I had to return to the service department the day after I picked my car up after already having left it with them for almost three days. The previous Service Manager, stated that the dealership would rent a car on my behalf since I needed to leave my car once again. However, I had to provide Hertz with my Drivers License for obvious reasons and have since been receiving bills mailed periodically for the rental car. I have attached copies of the bill and letters I have been receiving regarding this issue. It should also be noted that I picked up the rental car on 4/22/21 and returned it to the dealership on 4/23/21 but the rental car was not returned to Hertz until 4/26/21. This is really something that ********** should be handling with Hertz directly; I should not even be involved. I have reached out to Hertz multiple times to rectify this issue and they have not helped at all. They have emailed the case number up the chain and I was told it would be a fourteen day turnaround for a response but it has been 30 days and there has been no answer. Hertz customer service refuses to provide me with the contact information for the corporate headquarters where this case has been escalated.
Business Response
Date: 01/17/2023
Complaint ID: ********
RR#: A44694790

Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates the vehicle was not returned to Hertz until 04/26/21. Because the days exceeded the days the third party agreed to be responsible for, the charge was transferred to you. Please provided documentation from the dealership that indicates the day you returned the vehicle to them.
Initial Complaint
Date:01/17/2023
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.
In August of 2022 we rented a car from Hertz. We were given a smaller vehicle than we reserved. It broke down the first day. They gave us a second car-which was even smaller. After returning the car, we asked for a discount due to all the trouble. They offered us a $50 coupon for our next Hertz rental. We do not plan to use Hertz again, so we said "no thank you." We then disputed a portion of the rental amount via Citibank (the credit card we used to pay for the rental). Citibank issued us this credit and dealt directly with Hertz to solve the dispute. Last week we received a bill from Hertz for $400- the exact amount of the dispute and were told that we must pay this or it will be sent to a collection department. The bill they mailed us had charges on the invoice are completely inaccurate- indicating ****** for *************** (the second car was returned with a full tank and in the same condition as when rented)" ***** for a "late return fee," ***** for a "license and tax reimbursement," **** for a "refuel sales tax, and ****** for a "miscellaneous adjustment." The total tax is also inaccurate due to these additional imaginary charges. We have emailed and called many times to try to sort this out. Hertz representative cannot explain these newly added charges that happen to total exactly $400. We have also asked them repeatedly to please contact ******** as they are acting on our behalf. They tell me they will not. The blackmailing tactic is quite frustrating (telling us that we will be sent to a collection agency). We simply ask that they would deal directly with Citibank using the well-established practices that are available. We do not plan to pay the $400 to them that Citibank has legally returned to us due to a failure to provide the agreed upon car rental service.
Business Response
Date: 01/18/2023
Complaint ID: ********
RR#: 662364220

Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates a refund of $399.08 was provided to your credit card on 09/20/22 due to the downgrade of the vehicle class. On 12/13/22 we received a chargeback for $400.00. As there was no additional refund due to you the balance is still owed. Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. Also the records indicate the vehicle was not returned with a full tank of fuel. Please provide your fuel receipt or credit card statement showing the fuel purchase for review.
Initial Complaint
Date:01/17/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint about a bill of $3,312.94 for a rental car. The rental agreement number is *********. The reservation ID was ***********. I rented a car from the Hertz at the *******, ** airport (**** Rental ********** Pkwy, ************, ** *****) on September 22, 2022. I returned the car on September 23, 2022, around 10:20 am to the Hertz in ****************, ** (******************************************************************************** *****). When I dropped the car off, I spoke with the agent (whom I can provide the name of if necessary) who informed me that she could not check the car in at that moment because it was a corporate car, but that she would let the corporate office know I returned the car in order to close out. The charge for the car rental should have been $397.76 as I returned the car on-time with a full tank of gas. However, I received a charge for $3,710.70 instead. In speaking with Hertz customer service, I was told the car was not returned until October 1 in *******, **. Obviously, the car had not been checked in properly in ** and someone else drove it to **. I lodged a complaint with customer service, case number ********. A week after I filed this complaint, Hertz customer service informed me they had no further information. It was at this time I disputed the difference in the charge ($3,312.94) on my credit card. The bank investigated, refunded me the disputed amount, and closed the encounter after no response from Hertz. I subsequently received an invoice dated 11/16/2022 for the amount of $3,312.94. I disputed this charge by sending an email letter of dispute to ****************************************** and a written letter to the Hertz billing office in ******, *****. I have still heard nothing from Hertz. I would like this charge removed as I returned the car on time and with a full tank of gas. As supporting documentation, please see the attached gas receipt showing the date, time, and location (next to the Hertz office) when I got gas before dropping off the car.
Business Response
Date: 01/19/2023
Complaint ID: ********
RR#: 914786412

Thank you for contacting us. Please accept my sincere apology for the billing error related to your rental. We have reviewed this matter with our **********, ** management. They have confirmed the vehicle was returned on 09/23/22. Therefore, we have closed the collection claim and reinstated your rental privileges. Please allow up to 7 days for the records to reflect this update. Again, I apologize for any inconvenience caused.
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: 01/20/2023

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.

Sincerely,

*******************************
Initial Complaint
Date:01/17/2023
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.
Car Rental - from October 6-7 Paid for Rental - ****** Additionally charged for PET HAIR cleaning - $400 - Agreement Number ********* - Not responsible for pet hair in car, but they insisted on the charge, after I offered to clean the very little that was there that I had not deposited there.Hertz in VA insisted that I call Hertz in ** (250 *********, ********, **) to verify whether they had cleaned the car and Hertz-*** claimed that they had cleaned it with no evidence of them having done so.NOTE: I took the car from a dark garage and would not have noticed pet hair in the car, returning it to a sunlit parking lot where what little there was was more visible.Returning home an hour later I called customer service, and after a long wait, got through to a supervisor who said they would forgive $300 of the charge, but later the full charge was on the Amex receipt. I called back but could not get a supervisor to correct the charge (No one was available, I was put on hold forever and finally hung up).I contested the charge through AMEX. They got a receipt from Hertz for $400 that did not describe what the charge was for. I called AMEX to continue the dispute and Hertz sent another reply that the charge was for "smoking." (Not what they had initially charged). Amex was going to rule in Hertz' favor after receiving this vague and erroneous bill. I am continuing the dispute, but fear that Amex is not properly scrutinizing this charge.NOTE: I have rented a car every two months or so from other rental companies (Budget and Dollar) and have never had a pet hair issue reported from them.NOTE: Photos below show the pet hair that was in the car, most of it easily wiped off on hard surfaces with a damp cloth or easily removed with a lint roller or hand picked, which I offered to do myself. Also attached are the relevant bill and correspondence from Hertz to Amex and part of Amex's reply.
Business Response
Date: 01/18/2023
Complaint ID: ********
RR#: 960932991

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 and there was no contact from you to any of our departments to advise the vehicle was not properly cleaned. In the interest of customer service I have issued a refund of $400.00 to your credit card. Please allow up to 7 business days for the refund to post to your account. Please also inform **************** immediately to prevent any unnecessary chargeback.
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: 01/18/2023

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,

*****************************

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