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

7,174 total complaints in the last 3 years.
1,626 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:12/13/2022
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.
Rental record number ********* Hi there, the final receipt I received for this rental record is wrong. I returned at 4pm but in the receipt it shows as 7:45pm return time which is the time the receipt was sent. As a result, it computes into 4 days of rental instead of 3 days. This is really unprofessional. Could you please fix this?
Business Response
Date: 12/15/2022
Complaint ID: ********
********************** RR#: 109756850
This correspondence is being sent in response to a query made by ******************. Thank you for allowing us the opportunity to review your concerns.
Our records show you contacted our **************** team on 12/13/22 regarding this matter. At which time, our **************** team provided assistance in issuing a credit of the additional day charges. The refund of $67.09 was processed in full on 12/14/22 and will be reflected on your billing statement within 5-7 business days. We have attached a copy of your amended invoice for your review and records and are pleased to see our **************** team was able to provide assistance is addressing and resolving this matter.
Customer Answer
Date: 12/15/2022

Complaint: 18565994

I am rejecting this response because:

the amended rental invoice you attached still shows rental days as 4 days and amount total as $268.37. Could you please send the correct version of the invoice that shows 3 rental days with correct amount total
Sincerely,

******************
Business Response
Date: 12/16/2022
Complaint ID: ********
Hertz RR#: 109756850
This correspondence is being sent in response to *******************
We apologize the previously provided invoice had not yet reflected the refunded amount. We show you spoke with our **************** team by phone on 12/15/22 at which time a copy of the invoice was forwarded to your email address. We have also attached this document within this case for your review.
Customer Answer
Date: 12/16/2022

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:12/13/2022
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 was flying to ************** earlier this month, so I made a reservation through my frequent flyer program. I used to rent cars often, before the pandemic, so I didn't expect such a problem to unfold as it did. The reservation number was K3252505078. When I arrived, the gentleman at the counter took my card, even though I had prepaid. They put a deposit on there with no explanation. He offered extra insurance and I declined it. I wasn't given a copy of the Rental Agreement but he asked me to sign it. I'm an attorney and I can tell you that's not an Agreement. After my trip I found out they included charges for the extra insurance. I had already paid $87.82 for the car and now they were doubling down with charges of $89.34. Back to the counter. Again with no explanation, he said I had a **** Bronco. I'd paid for a economy car, so I suppose he thought he was doing me a favor by giving me a free upgrade, but gas is super expensive there and I wanted an economy car. When I returned from my trip, I called ***************** and they said they would open an investigation into the extra charges. That was a lie. I wrote them an email and they refused to do anything. I'll never do business with them again. I may fight this through their arbitration process or file a complaint with the state Attorney General.
Business Response
Date: 12/14/2022
Complaint ID: ********
RR#: 106654332
Thank you for contacting us. We appreciate the opportunity to assist.
I apologize for any misunderstanding regarding the optional charges accepted on your attached signed rental agreement. Although you signed and agreed to the Loss Damage Waiver (LDW) and ******************* Supplement (***), in the interest of customer service I have issued a refund in the amount of $82.70 to your credit card. Please allow 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: 12/17/2022

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:12/13/2022
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 had a issue with the Hertz uber TNC location in ********* ******* ********************************* s ********* ga. I have been having issues with this employee abusing his position and authority within the company. His name is ******. I've had my personal information compromised at this location and there was a ******* wireless payment made out of my account after being asked for the cvv number over the phone this is back in march 2022. I had to close that account and one of the employees that was apart of this fraudulent operation was fired. The other being ****** still remains employed. When hertz first got tesla vehicles he told me that if i secretly slid him additional money he would make sure I got one. I reported this since then he has mad my renting experience h*** He's added toll road payments that were paid in my closeout to my account again. He has found ******* to manipulate account internally there were had numerous holds placed on the closeout date so that my account cant be charged the closeout on time and im accruing late fees even though i have the proper amount of money in my account.I have been sent to repo twice although I have called in every week to extend. My closeout amount keeps changing when I do uber and it's a set rate we rent through uber. The woman who works for the repo company even sided with me after seeing odd things occurring on my account. I've tried reporting him internally to corporate. There is no way for me to be properly heard and he joined in with another friend of his calling me a f***** I called and reported that driver as well as ****** and nothing has happened. I call the **** number and I never get to the proper channels to be heard. This employee is like a cancer within the company not only manipulating the system but training new employees to do the same. He has gotten away with this for so long he feels untouchable. I really need this investigated so that no other hertz customer has this experience
Business Response
Date: 01/26/2023
BBB Complaint: ********
This is in response to ************************** Thank you for your patience while we reviewed your concerns.
Please accept my deepest apologies on behalf of the Hertz executive team for the inconvenience you experienced. It Is our goal to provide all customers with quality service, before, during, and after a rental.
Upon receiving your email, we immediately reached out to the *********, ** management team for an internal investigation.Based on the information provided we do not have a record that your information was compromised. We certainly take your comments seriously, rest assured this has been addressed with the appropriate management team for an internal review and any corrective action deemed necessary,
Furthermore, our records indicate that you were behind on extensions a couple of which resulted, and a repossession was hired on the vehicle. Any issues regarding your billing have been due to overdue fees from not keeping the contract current. You were advised that in order to avoid the holds on your credit card, you will need to keep up with extensions as well as renew on time, and make sure that any balance from previous contracts was taken care of.

Hertz company records are considered confidential and are not available to the public. Therefore, we are unable to provide information regarding any disciplinary action taken against our employees. We hope you can understand our position on the matter. I appreciate you letting us know about your experience.

Thank you for contacting us.
Initial Complaint
Date:12/13/2022
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.
Read email in pics uploaded please
Business Response
Date: 12/14/2022
Complaint ID: ********
RR#: 105123454

Thank you for contacting us. I apologize for any inconvenience you experienced. Our local team has advised they have spoken with you directly and you are picking up a vehicle today.
Initial Complaint
Date:12/13/2022
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 7, I rented a car from Hertz in ******, ** to drive to *******, **. The rate was $185.99 per day. We made a rental agreement for 5 days and 4 hours. I returned the car in ******* on August 12, the total rental period was 4 days and 6 hours. This is 22 hours early. The company reserves the right to adjust the rate for cars returned more than 24 hours early or late. However, 22 hours is less than 24 hours. Nevertheless, the company **** up the rate to $330.99 per day and charged my credit card $1720.40, which is inexplicably less than what was billed. I called customer service who fixed this issue and I was repaid a portion of what I paid via a credit to my credit card. I never received paperwork, but the numbers were close enough that I thought this was an annoying, but closed case. (As an aside, it should not be legal for the company to **** up the price 75% if the car is returned 24 hours early. This is ridiculous and many people on the internet complain about the practice.) Fast-forward to November, I get a letter in the mail from Hertz saying that if I don't pay an additional $226.53 they will send my name to a debt collector and never allow me to rent from them again. I emailed asking for an explanation on November 16 but never got a response. Instead, I got a letter from the debt collector.The surprise bill is clearly overcharging on the Concession Fee Recovery. It is billed at *****% on all rental agreements, but they are now charging *****% (and not including the percentage next to the number). This increases the bill by $85 after taxes are added. In short, Hertz's accounting and billing practices are dubious and deceitful. At this point, I've undergone several costly hassles to get my bill fair and would request Hertz to remove the charge and call off their debt collectors.Attn:Hertz_bill_1.pdf -- original agreement Hertz_bill_2.pdf -- bill upon return Hertz_Surprise_bill.jpeg -- surprise bill with inexplicably high fees
Business Response
Date: 12/14/2022
Complaint ID: ********
RR#: 811962211

Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates the balance owed is in fact incorrect as the Concession Recovery Fee was not properly adjusted when your refund was processed by our **************** on 08/13/2022. I have appropriately adjusted the Concession Recovery Fee which reduced your balance owed from $226.53 to $152.43.
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: 12/14/2022

Complaint: 18564252

I am rejecting this response because: Hertz is still over charging. They corrected the fee but did not adjust the tax. (((855.2 * ****** + **** + 10.75)*1.1325 + *****) - ******) = ******. Further, they don't provide a way to pay. Nor do they expressly say that they will communicate this with their bill collector. Hertz has made irresponsible mathematical calculations over and over again and have shown no remorse.

Sincerely,

***********************
Business Response
Date: 12/16/2022
Complaint ID: ********
********************** RR#: 811962211

This correspondence is being sent in response to ************************
We regret any frustration caused by our previous response. However, the provided adjustments are correct. Invoices and mailed correspondence is sent out in these instances notifying a customer of an outstanding balance. We regret if this correspondence was not received. In this case the balance has been transferred to our partners ********************************** for processing.To settle the balance due, please reach out to them directly at ************.
Initial Complaint
Date:12/13/2022
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 Thursday December 8, 2022, I went to Hertz after receiving a call from a Hertz representative stating my rental car was available. I went to this branch and I was advised my reservation had been canceled. I asked who canceled the reservation and was informed by the employees that they did not know who canceled the reservation. After four calls and five days later I learn from vehicle control that the branch actually canceled the reservation. Not only was I given false information but the employees knew they canceled the reservation and told me to call the insurance company after they inadvertently caused the error. No one has taken accountability and I have now spent over 6 hours on phone calls trying to resolve an issue Hertz created. They have also continued to charge me for the rental car because the insurance company has not paid when they canceled they reservation the insurance company authorized. No one from Hertz has tried to resolve the issue but they continue to charge my card.
Business Response
Date: 12/19/2022
Complaint ID: ********
RR#: H17154325

Thank you for contacting us. We appreciate the opportunity to assist.
A review of our records indicates the rental was overdue as it had not been extended. Our Vehicle Control contacted you via telephone beginning on 12/10/22 advising you the vehicle was overdue and you would need to return immediately. You indicated you had a new reservation for. The representative advised you that reservation was canceled. The representative then reached out to our Insurance Replacement team for assistance, they were told State Farm did not authorize an extension and you would be responsible for payment starting 11/30/22. Morning of 12/12/22 our Overdue representative called you to inform the vehicle needed to be returned immediately and you could go in and do a new contract. You failed to return the vehicle on 12/12/22, therefore a repo company was hired to repossess the vehicle. Therefore a fee of $110.42 was added to your charges.
Based on the above information I have confirmed the charges are correct and no adjustment 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.
Initial Complaint
Date:12/12/2022
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 11/18/22 I picked up a rental car (A Maroon Truck) from Hertz Rental ************ Made available for me because of a traffic accident, through my attorney. After signing for the rental and making a ****** dollar deposit, along with paying an ****** dollar fee. The rental was mine. For two days only. And had been dropped off at Hertz rental car company on Sunday around 9pm (returned 11/19/22). Be Advised: If Hertz wants to dispute the drop off time, their's video of me outside their office dropping off the truck.Then on Monday around 10am I received a phone call from a woman at Hertz. Stating they smell Marijuana in the car. But that there was no damage, ashes, burn marks, residue, and or paraphernalia. But, because of a smell (and a can of air fresher). That they were gonna charge me ****** dollars for smoking in the rental- No. This is not right. Nor do the recipet(s) (attached to this document), reflect any such billing activity or evidence. Along with Hertz not sending me any proof of such claim.Key Points: 1. Their's no proof of damage and or smoking in the rental.2. The receipts states I had the rental for 7 days. When I only had it for 2.3. The invoice date on the receipt says 11/30/22. So if I had dropped the rental off on the 24th. The 7 day period I'd get to download the recipient on would be in December.4. This receipt is not accurate. So I'm requesting a full refund for my troubles and being accused. Or, at least my ****** deposit back.Sincerely: ************************************
Business Response
Date: 12/21/2022
Complaint ID: ********
********************** RR#: H19821896
This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused by the charges billed for your rental based on the days billed. In addition, we apologize for any confusion regarding the invoice date and the noted last date of rental. While the return date is reflected as 11/24/22, the date the invoice was generated is 11/30/22. The invoice being generated on 11/30/22 is within the standard timeline of a rental invoice being generated in our billing systems.
As you have claimed you returned the vehicle after two days rental, we were unable to confirm these claims in our systems as the vehicle was not reflected in our systems as returned until 11/24/22. Therefore, we reached out to the location for their assistance regarding the return date listed. Unfortunately, we have been unable to confirm this information with the branch. Therefore, based on this we are issuing a credit of the 4 additional days, or $235.05, as a gesture of concern. Though being processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
Any authorization holds placed on your card at the beginning of your rental were electronically released by Hertz on the date of invoicing, on 11/30/22. On average, it takes up to 7 business days for the pending charge to no longer be reflected on a customers billing statement. However, this timeline may vary and since it is not determined by Hertz but by your financial institution, we recommend reaching out to them for assistance if the pending hold is still showing on your balance.
With this in mind, since a rental was provided for the duration of your rental a full refund is not warranted. Rest assured, your concerns have been shared with appropriate management for their full review and corrective action where deemed necessary.
Customer Answer
Date: 12/21/2022

Are you refunding me 235.05?
What about my ****** deposit? And your branch has cameras!

Complaint: 18555469

I am rejecting this response because:

Sincerely,

***********************************
Complaint ID: ********
********************** RR#: H19821896

This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused by the charges billed for your rental based on the days billed. In addition, we apologize for any confusion regarding the invoice date and the noted last date of rental. While the return date is reflected as 11/24/22, the date the invoice was generated is 11/30/22. The invoice being generated on 11/30/22 is within the standard timeline of a rental invoice being generated in our billing systems.
As you have claimed you returned the vehicle after two days rental, we were unable to confirm these claims in our systems as the vehicle was not reflected in our systems as returned until 11/24/22. Therefore, we reached out to the location for their assistance regarding the return date listed. Unfortunately, we have been unable to confirm this information with the branch. Therefore, based on this we are issuing a credit of the 4 additional days, or $235.05, as a gesture of concern. Though being processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
Any authorization holds placed on your card at the beginning of your rental were electronically released by Hertz on the date of invoicing, on 11/30/22. On average, it takes up to 7 business days for the pending charge to no longer be reflected on a customers billing statement. However, this timeline may vary and since it is not determined by Hertz but by your financial institution, we recommend reaching out to them for assistance if the pending hold is still showing on your balance.
With this in mind, since a rental was provided for the duration of your rental a full refund is not warranted. Rest assured, your concerns have been shared with appropriate management for their full review and corrective action where deemed necessary.
Business Response
Date: 12/22/2022
Complaint ID: ********
********************** RR#: H19821896
This correspondence is being sent in response to **********************************
We regret any confusion caused; as previously advised the authorization hold placed on your card at the time of rental was electronically released at the date of invoicing. It takes, on average, 5-7 business days for the hold to no longer be reflected on your account. As the authorization hold is not a full charge it will not reflect as a refund on your statement but as a "pending" transaction which once released will fall off of your account. The exact timeline of when this transaction will no longer be reflected as pending on your account is not determined by Hertz, but by your financial institution. We recommend reaching out to your bank for clarification of when the pending transaction will be released from their end as some financial institutions may take up to 30 business days to process such transactions.
Initial Complaint
Date:12/12/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Reference #: *********. Made a reservation with Hertz on 11/9/2022 using their "Pay Now" feature and at the time of booking, I had options to go for a compact car at a much lower rate and I still chose to go with a Tesla for the convenience features as I intended to drive a lot during my reservation. At the time of picking the car I was told that they didn't have the Car I reserved and handed me one they had and asked me to work with customer service once I return the car to figure out the charges. Since I didn't get the convenience features I was looking for, I cut my trip short and returned the car more than a day early and pretty much called Hertz but they were not available on a Saturday and was asked to call on Monday. Called them up on Monday 12/12/2022 and I was told that since I paid using the Pay Now" feature and took the reservation they cannot do anything in this regard and there no possibility of a refund of the difference in price as the current rental price is pretty much a dollar short of what I paid.
Business Response
Date: 12/15/2022
Complaint ID: ********
********************** RR#: 107329036
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
Please accept our sincere apologies for the fact that the vehicle booked was not available. We 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. While we do state that a vehicle from the class booked will be available, on rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.
Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff. With the above in mind, a refund for the downgrade has been applied to the card used on this rental. In addition, though a refund of unused days is not warranted under the Prepaid Terms & Conditions, we are including one rental day in the processed credit. The refunded amount of $178.16 was processed today, but will take up to **** business days to show on your billing statement.
Initial Complaint
Date:12/12/2022
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.
Identity theft under my name . Hertz rent 3 vehicle to the same person under the same time . Hertz need to more careful to protect this incident in the future to very one . Rental #********* , *********, *********.
Business Response
Date: 12/15/2022
Complaint ID: ********
********************** RR#'s: 988488550 & ********* & 983748824
This correspondence is being sent in response to a query made by *****************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused regarding the three above-mentioned rentals. As you have stated these vehicle were not rented by you and are fraudulent, we recommend filing a police report with your local police department as soon as possible. Once completed, please provide a copy of the documentation to us so that we may notify our Corporate Fraud team for their further review/assistance.
Initial Complaint
Date:12/12/2022
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.
Via Rentalcars.com I reserved a car from Thrifty Rental {Hertz Corp}. I received Booking Reference #*** 981 024 which showed my total rental including ************ to be $367.79. As required on July 31, I paid their requested $252 deposit leaving a balance of $115.79. On its return they inspected the car and said there were no additional charges. Somehow later Thrifty falsely believed I had smoked in the car and had added a $400 cleaning charge. Without notice to me, Thrifty charged my credit card an additional $381, not the $115.79 balance due under the rental agreement.I explained to them by phone that I do not smoke. On August 30 Thrifty refunded the $400.At that point after the $400 credit, I was still overcharged. $252 + $381 is $633.79 minus the $400 is $233.79. The balance due, after the $252 deposit I had paid in July, was $115.79. They overcharged $118.00.Later Thrifty sent me a further bill for $126.80 for fees and taxes which had been been paid in my original rental agreement.I contacted Hertz/Thrifty customer service and was told they would correct the error within 2-3 weeks. That never happened.Then Thrifty sent me a past due notice for the $126.80. I contacted customer service again and was told my account was delinquent $126.80, and they would send it to a collection agency. I paid that additional $126.80 under duress. At that point I had overpaid $244.80 the $118 plus the $126.80. Notwithstanding all the above and numerous calls to Hertz/Thrifty customer service, they forwarded their claim to Viking Collections which demanded payment of the $126.80 that I had already paid.Then an undated letter from Hertz/Thrifty said my rental privileges with Hertz, Thrifty and Dollar had been cancelled due to your failure to pay the outstanding charges owed by you to Thrifty. I need my $244.80 [$118 initial overcharge plus $126.80 paid under duress] refunded, no adverse impact on my credit rating, and my rental privileges restored.
Business Response
Date: 12/15/2022
Complaint ID: ********
Thrifty RR#: 818010314
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the billing invoices you have received. Our records show you contacted our **************** team on 08/27/22 regarding the smoking fee billed. At this time and after careful review, they determined a credit was due and processed a $400.00 refund to the credit card billed on 08/29/22.
After this credit was provided, we received a chargeback from your financial institution in the amount of $126.80 on 09/04/22. This was due to the bank making a partial payment of the $507.80 total charges in the amount of $381.00 which left a balance owed of $126.80. Since we received this after we had provided a credit of $400.00, the balance of $126.80 is due. Please contact our collections partners, **********************, at ************ to settle the balance.
Customer Answer
Date: 12/15/2022

Complaint: 18557848

I am rejecting this response because:
My bank shows no record of the transaction Hertz claims: "After this credit was provided, we received a chargeback from your financial institution in the amount of $126.80 on 09/04/22." That never happened.
What the records do show are the three payments I made. Copies of those payment records are attached: ********** $252. on 7/31; ********** $381.on 8/25 and City National check #***** for $126.80. I made payments totaling $759.80 when all I owed was $367.79 for rental charges, taxes and fees as per the documents I previously forwarded. That means I overpaid $392.01.

Sincerely,

***************************
Customer Answer
Date: 12/16/2022
Is it possible that Thrifty/Hertz has confused my rental with someone else's. Their assertions are so contradicted by the records, that I think they have somehow confused my file with someone else. For example, their first mistake was their asserting I had smoked in the car and owed $400 for cleaning. In fact, I haven't smoked in 55+ years and literally no one I know smokes. But, some other renter undoubtedly smoked in a different car, or some later rented did so in the same car in a later rental. More confusinglyThrifty/Hertz refer to payments and charges that never existed and ignore payments that my credit card company ************ and my bank ******************** actually made and for which I have supplied the actual records.

Is it worthwhile for BBB to suggest to them that they check for such a confusion of accounts?

Thank you,
Business Response
Date: 12/20/2022
Complaint ID: ********
RR#: 818010314

We have confirmed this is not an error and the balance owed is in fact correct. A refund of $400.00 for the cleaning fee was processed on 08/29/22. On 09/04/22 our credit card department was advised although the total charge requested was $507.80, the amount collected was $381.00, therefore you were provided a refund for an amount that we did not initially collect this. Due to this the balance owed is in fact correct.
Customer Answer
Date: 12/20/2022

Complaint: 18557848

I am rejecting this response because:

I made 3 payments on this rental agreement and Thrifty/Hertz is only acknowledging one of those 3. If the other 2 payments were not credited to this account, then they were misappropriated and I need to take other action. I need answers to 3 specific questions:
1. Was the July 31, 2022 charge to my ********** card for $252. to RentalCars.com credited to my rental contract? If not, why not?
2. Was the November 15 personal check for $126.80 payable to Thrifty Car Rental for rental agreement number ********* credited to my rental contract? If not, why not?
3. Was the Rental Voucher for Booking Reference 673 981 024 showing a total charge of $367.79, comprised of $252 for the car rental itself plus Taxes & Fees totaling $115.79 a valid contract? If not, why not?

Sincerely,

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

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