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

7,189 total complaints in the last 3 years.
1,717 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:11/30/2022
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.
HERTZ CLAIM ******** Address:6247 ********************************************************************** Hours:Open Closes 7PM Phone:************** Attorney General Complaint I rented a car from Hertz through the Uber rental program. I was in an accident on 1/1/22. I was not at fault and the other party accepted responsibility for the accident. ******************** was the other party; claim IRT1705, ******************* handled the claim, ************). Issue: 1. Hertz did not bill the other party correctly and is trying to collect a $1000 deductible from me, despite the fact that I am not at fault and the other party is willing to pay the entire claim. 2. Hertz charged me $100 for a replacement key, which they have. The vehicle was returned on the evening of 1/1/22 and due to the holiday, no one was there so I left the vehicle in the parking lot, put the keys in the drop box for *** Boys (Hertz operates out of the *** Boys office), wrote a note and called Hertz when they next opened (Saturday, 1/1 was a holiday; I was not able to get in touch with someone until 1/3/22). I tried several times to get this corrected through the local office and customer service and they would not correct this issue. 3. I rented the vehicle on 12/14/22 and returned the vehicle on 1/1/22. I was charged for a full three week rental (21 days), despite the fact that the vehicle was returned after 19 days. $37x2=$74.Resolution 1. I need a refund of $174 for the incorrect key and rental charges. 2. Hertz claims department needs to work with ******************* to recover the $1000. 3. Hertz needs to stop further collections activity. 4. Hertz needs to remove all collection information from agencies that *** have received derogatory information.5. Hertz needs to confirm these things have been completed in writing. Thank you for your help.
Business Response
Date: 12/16/2022

Complaint ***********
RR: 194620635

This is in response to ****************************
As stated in email correspondences our claims department has closed the claim and the collections company advised to cease collections on their end. I can certainly understand your frustration and sincerely apologize for the inconvenience. Your concerns have been addressed internally to prevent further recurrences.

Regrettably, we must respectfully decline your request for a partial refund, you are responsible for the rental time frame the vehicle is In your possession, therefore, the charges are correct, and a refund is not possible.

Please contact us directly at ************ and reference case number ******** and we will be happy to issue a credit for the $100.00 lost Key Fob.

While I understand this is not the outcome you were anticipating; we ask that you respect our final decision on the matter as we consider it to have been fully addressed. Further requests to revisit this matter will not be considered. Please know that we take all customer concerns very seriously and I appreciate you allowing me the opportunity to review this matter.
Initial Complaint
Date:11/29/2022
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.
I told the front desk lady that I declined the services and she still added the extra services after verbally saying no. They use a pen pad to sign so you cannot see what you are signing for. I was told that I was paying for only a deposit that would be returned. Im sure there are cameras that recorded everything. She made it seemed that I was paying the deposit only. I just want others to be aware of this scam as I have read on others reviews this is what they do.
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** RR#: 102526196
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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (***) and **************** Services (PERS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.It is the customers responsibility to review the terms of this documentation,which is provided in the rental sleeve, before departing the facility.

However, as a one-time gesture of goodwill, we have processed a refund of the *** and PERS in the amount of $206.90. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Hertz, but by your financial institution.
Initial Complaint
Date:11/29/2022
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.
Hertz Rental K3162232656 - Flat tire, smelled like weed Ask: Please refund this experience and/or provide ****** points Account: ******** Loyalty Tier: Presidents Circle Date of Transaction: Tuesday, November 22nd, 2022 Amount Paid: $150 Upon check-in, nobody was at the Hertz gold counter. I walked around looking for someone for 10 minutes. Finally I came across a gentleman (who was very nice for the record) who said I had to go inside to talk to someone about switching out my vehicle. The first vehicle selected was a ****** sedan, but I paid for a premium car, and the ****** smelled like weed/cigarettes. I asked to switch to the Chrysler 300 on the same row, which they gave me. It had ******+ miles, the Apple CarPlay did not work, and the *** charger did not work (but the cigarette lighter did, so I could charge my phone). Most egregious of everything, the back left tire kept going flat, so I had to stop three times to fill up the air in the tire, making me late for my meeting. Please refund this experience and/or provide ****** points. I only ever rent with Hertz, we are ****** loyal and tell our employees/partners to use Hertz also. We are simply looking for that same level of loyalty to be returned to us. All the best!Sincerely,*************************** ************
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: 102016622
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 difficulties or inconvenience caused when the vehicle provided experienced mechanical issues during your rental. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience.Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
Our records show previous contact was made with our **************** team who provided assistance in logging your concerns with our branch. During this conversation, a free rental day of points (950 points) was provided as well. We are pleased to see our **************** team was able to provide assistance in addressing this matter.
As the rental took place and no reports were made to our ******** Services team to log any issues with the vehicle, a full refund is not warranted. However, as a gesture of customer service we are processing a credit for 1/2 of the rental charges. The refund of $92.27 was processed today and will show on your billing statement within 5-7 business days. With the above in mind, we must respectfully decline your request for ****** Gold rewards points. While we understand this is not the desired outcome, we hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed
Customer Answer
Date: 12/02/2022

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:11/28/2022
Type:Product 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 November 14,2022,I *********************** rented a car a ****** Hertz Rental on ***************** When they gave me the car 3 of the 4 windows did NOT roll down (which at that time I was okay with its cold out) also there was no Window Fluid in the car than the Engine Light came on for a Oil change within 400 miles.I called ***************************** about the issues and i was told to stop at a gas station and add some fluid. Late Thursday 24 of Nov. or early morning of the 25th those same 3 windows rolled down and will not roll back up. I called the 800 number to let them know what happened they told me I can go to the nearest Hertz to switch the car (***) Yet when I got there I was met with push back. They sent the mechanic,He came took the car to bring it back and deem it unsafe yet the manager there will not exchange I was told I needed to drive that unsafe car back to ******,** which was 397 miles away with my 2 years old grandson and 4 year old grand daughter. Than I received a called stating I can take the car back to ************** to where I was made to pay $500 to be place in a safe car. Monday Nov.28 I called ****** (the manger) ******,** beliving I will finally get some Help No NO NO help for The Manger I was told by him, there was nothing wrong with the car than proceeded to get very disrespectful and that's when I told him I do not Argue with men he can speak with my husband so he hung up the phone. So I called Hertz back only to be told I have to make a complaint with the person I'm making the complaint on. So I'm not receiving any help yet they want their full payment. I have all voice recording of when I was told Hertz is okay with me driving a unsafe car.
Business Response
Date: 12/05/2022
Complaint ID: ********
RR#: 988271793

Thank you for contacting us. We appreciate the opportunity to assist.
I apologize for any inconvenience you experienced. A review of our records the additional amounts that are authorized are due to you extending your current rental.
At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured this matter will be addressed with the appropriate Hertz management for any necessary corrective action.
Customer Answer
Date: 12/07/2022

Complaint: 18469553

I am rejecting this response because: Hertz did Not respond to the complaint, my complaint was not about the money the complaint was about me being in a UNSAFE vehicle yet Hertz want full payment for a unsafe vehicle I was renting and the mistreatment which I experience that should never of happened please respond to that.

Sincerely,

***********************
Business Response
Date: 12/07/2022
Complaint ID: ********
RR#: 988271793

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. Please be assured we will address with the appropriate management for corrective action as necessary.
Initial Complaint
Date:11/28/2022
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.
Rental record ********* Reserved a vehicle on line, accepted the loss damage waiver at the cost of $125.00 on my reservation.As a Gold Member, picked up the vehicle and drove to the exit. Was handed the rental agreement after the manipulation of the amount and was told alls good. Got to the hotel and was putting the rental agreement in my bag and notice .the bait and switch. The charge had gone from $125.00 to $ ******. With no explanation . Hertz has my email as they send rental confirmations, the agent at the gate could have notified me of a price increase.no he just sent me on my way. Im seeking a refund in the difference.
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: 101407353
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 this matter was addressed as resolved with our **************** team via email correspondence. On 11/30/22 a credit of $88.84 was processed and confirmation of this credit was sent to you via email. Though the credit was processed on this date, it will take up to 5-7 business days for the funds to show on your account. We are pleased to see our **************** team was able to provide assistance in resolving this matter.
Initial Complaint
Date:11/28/2022
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 October 30th, between 9:10am and 9:52am, I went into hertz *********************************************************** to pick up my rental car. When we were checking out, the lady who helped us said that our car rental showed that we got full coverage and I told her we got the $26.99 coverage. She said that we could pick any car from section 3. When we got to a car in section 3, we looked at that receipt she handed us and noticed she had added other warranties we had not requested. I went back in and let her know that it was not what we had requested and to remove them all except the $26.99 warranty. She removed them. We were already upset at this point due to being scammed. Then we went back to the car we had selected in section 3, loaded our luggage and we went to the booth to checkout. When we get there, the lady who was checking us out said we could not take this car because this was not part of the section 3 and that we would not be allowed to take the car so needed to turn back and get another one. By this point we are fuming. There is no organization to the cars, there is no review of the car rental agreement when we are at the desk, and there is no regard for a persons request. So we return back to the lot to pick another car. When we get there, a guy named **** said that it happens too often and that he would move the car where it should go. By that point, we just wanted to leave. Any sane person would feel the same after being scammed with items that were not requests and then being told we could not take a certain car. So we move our items to the other car. Because we were already mad and upset at Hertz, we did not check the back of the car. We left a purple Columbia backpack with an iPad Pro (serial number *********** and a portable charger. We tried contacting hertz in ******************* multiple times and there was no answer. My sister who lives nearby said she would go over there since the iPad is around $1200. She went and was told all managers were at a meeting. We finally spoke to someone named *** who is the operations manager. *** immediately lacked empathy and refused to look up cameras since I did not have the license plate of the initial car we were in. He said submit a ticket and without a license plate, there was not much they could do. I did not take a picture because we were already upset over the whole previous situation. I asked for his managers name and number and he refused to give me his managers number. He also said he would call me later which he never did. He gave me the number to lost and found but I had already submitted a ticket. I tried contacting the lost and found multiple times and there was never any answer. They were supposed to call me back to get more information regarding my iPad and see if they were able to locate it. I called hertz customer care and they said there was nothing that could be done and that I needed to talk to hertz *** airport location directly. I had tried to follow up since October 30 and have received no response.
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: Unknown
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 frustration caused during your recent rental with Hertz. Upon receipt of your inquiry, we attempted to locate your rental in our systems. Unfortunately, we have been unable to find a rental under your first and last name in ***********. We have also searched our systems using your phone number and email address and have found no associated rentals or reservations under your name. We would like to make a meaningful investigation into your concerns, but will need more information to do so. Please provided us with your 9-digit rental record number or 11-digit reservation ID number (begins with J or K). In addition, if the rental is under a different first and last name than your own, please confirm the first and last name of the renter listed on the rental contract as well as your relationship to them.
Initial Complaint
Date:11/28/2022
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 11/9, I ordered a rental from Herts for on week (11/9 - 11/16) at a cost of $****** using my *********************** card. On 11/16/22, I returned the rental vehicle and received a receipt for a charge $******. On 11/25/22, I tried to make a purchase using my ****** card and the purchase was denied. I contacted ****** and was informed that there was a charge from Hertz for $427 on 11/9/22 and also another charge of ****** on 11/16/22 , the later of which represent the cost of the rental and the former, the hold on the account. When I called Hertz, the automated system stated that holds are removed 24 hours after return of vehicle and that I should contact ****** regarding the charges. I contacted ****** and was informed that they are not the one responsible for removing holds place on the account by another merchant. I am contacting you because I believe that Hertz is deceitful and committing fraud by charging me for the cost of a rental plus the hold. I hope that you are able to help with this matter.
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: 986292484
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 by the billing incurred on your rental. Our record show the total charges billed for your rental are $227.25 which was billed at the time of return on 11/16/22. Please note, at the time of rental on 11/09/22 the authorization hold placed on your charge card was a pending hold of the estimated total plus an additional $200 for the Security Deposit. When the vehicle was returned and the final charges assessed, this hold was electronically released and notification sent to your band on 11/17/22. Typically, the pending transaction will fall off of customers accounts within 5-7 business days of this date; however, this timeline is an approximate timeline and not guaranteed as the exact timeline is not determined by Hertz but by the financial institution over the charge card billed.
We are attaching a copy of the final invoice for your rental which took place from 11/09/22 - 11/16/22 in Brooklyn. This invoice will show the total charges billed as well as the authorization holds placed on the card. If you are showing a pending transaction on your account still, we recommend contacting your financial institution for clarification of their processing timelines for releasing pending transactions.
Customer Answer
Date: 12/02/2022

Complaint: 18463608

I am rejecting this response because: Hertz automated system states that the hold is released 24 hours after return of vehicle. I called and was informed of the same timeline. In addition, the credit card company is saying that it is the merchant's (Hertz) responsibility to remove the hold and Herts is claiming that it is the credit card responsibility. Each putting the responsibility on the other. Please note that I am not disputing the charges of $227.25 but only the charges for the hold.

Sincerely,

****** *******
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** RR#: 986292484
This correspondence is being sent in response to ****** *******.
We are sorry to hear the holds are still showing on your account. Per our policies, your hold was electronically released on 11/17/22 within 24 hours of the return of the vehicle. However, we have no control over when the funds are released from the banks side. If you are still showing a pending transaction related to this rental, please contact us with your financial institution on the line so that we may provide them with a verbal release of the pending holds. Our contact number is ************ and we are available Monday-Friday from 0700-1900h CST.
Initial Complaint
Date:11/28/2022
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.
This Hertz reservation number for this complaint is: K31740466B4 On 11/23, I did a walk up rental to Hertz at ********************************. We spent a total of 2 hours dealing with the agent at the desk who was new and in training and clearly had no idea what she doing. After her inputting my information the first time, somehow her computer timed out after she charged my card for the first $542.62 charge. She never saved my profile and had to redo everything again, I was then charged another $542.62, and didn't realize this until after they need to charge my card a third time and had to call my bank due to my card being locked. My bank stated to me that I had two charges already from Hertz totaling $1085.24. I shared this information with agent at the car and she stated that my card was never charged, and the first two charges didn't go through. Which clearly wasn't the case, and I showed her the two pending charges on my bank app. I had to repay for the third time $432.29, the price apparently went down to begin after 5pm and us being there for so long, we were at the counter at 4pm, and didnt get the keys to the car until after 6pm.I am in town for my grandmothers funeral, and had 2 young children with me, and due to the issues with Hertz I am left with nothing to in my account. I checked my account on 11/25, and one of the $542.62 charges has already processed on my account and the 2nd one will process at midnight tonight. I am requesting a refund for $1,085.25 to my card ending in 3362.After we get the keys and walked down to the rental car ********* handled the reservation thing to the agent down there to get the car, and was told that the agent upstairs didn't put the location for the car and was informed that she was tired of dealing with them. She then tells me to keep clicking the alarm on the car until I find it, and walks off to answer a FaceTime on her phone. Poor experience and horrible customer service. Never again renting with Hertz.
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: L17080770
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 inconvenience or concern caused by the charges billed for your recent rental. The Hertz location in ********** is an independently owned and operated Hertz licensee franchise location. As such, local rates are determined by the owner. In addition, this location processes their own billing and invoices. Therefore, we forwarded your concerns to the licensee owner for their review and assistance.
They have responded and have stated that the only charges that are showing in their billing system at this time is the final charge of $432.29. However, they are concerned about the additional billing that you are showing on your account balance and would like to look into this further with their accounting team. They have asked if your financial institution is able to provide the authorization codes for the two additional transactions that were made in addition to the before-mentioned amount. We show the attachments provided appear to provide the authorization code for the $432.29 transaction; however, does not appear to have the codes for the other two.
Once this information is received, we will forward it to our licensee for their further investigation.
Customer Answer
Date: 12/05/2022

Complaint: 18462006

I am rejecting this response because:
The authorization code for the $542 charge is: 00002471705NRJP.
The second $542 charge fell off my account on 11/27, but is now showing pending again on my account for $542.00. The bank representative stated there is no authorization code available, because it's still pending. I have attached a screenshot.

Sincerely,

*************************
Business Response
Date: 12/07/2022
Complaint ID: ********
RR#: L17080770

We have shared this information with the management team for the licensee in **********, **. They have advised because the rental is closed they are unable to view the authorization, however beause the rental is closed they can confirm the authorization was released from their system. I am very sorry for any inconvenience caused.
Customer Answer
Date: 12/07/2022

Complaint: 18462006

I am rejecting this response because: I still have an authorization charge for the $542.00 amount. It doesn't say released I contacted my bank, and provided you the requested information for you just to "oh well figure it out on your own, because its closed in our system". The charges came from your company. No worries I will just file a case with the **** It is absolutely ridiculous that I rent a car and end up with two unauthorize transactions and have to deal with utter foolishness to get my money back.

Sincerely,

*************************
Initial Complaint
Date:11/28/2022
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.
Rental Record # ********* I rented a car from Hertz on Saturday, November 19, 2022 and returned it on Sunday November 20, 2022. I returned the car, on time, damage-free, with a full tank of gas. On Monday, November 21, 2022 I saw a pending charge of $100, online, on my credit cards website. I called Hertz and spoke to *****, employee# ****. I paid $191.23 online, prior to picking up the car rental. The only balance I owe is $2.59. ***** said the pending charge would be reviewed. She advised me to wait 48 hours for it to be removed. On Thanksgiving morning (11/24/2022), I saw the pending $100 charge was replaced with a charge of $103.99. I spoke to ********, Hertz employee # ****, then ****** Hertz employee# ****. They told me the charge was for rental fees, concession fees, taxes and/or a LATE RETURN fee. When I told them I returned the car EARLY, I had my (Hertz) receipt and their math did not add up, they told me I owed money for not filling up the gas tank. I told them that was a lie. I was told I needed to find and submit the receipt from the gas station in order to get a credit for the bogus charge. I refused and asked to speak to a supervisor. I was transferred to Anief/Hertz supervisor, employee # *****. ***** agreed to credit me $87.79. He claimed I was charged $87.79 because Hertz made an error and did not charge me enough money for my 2 day rental. In addition to the $87.79 credit, I also want the $16.20 credit owed to me. ***** told me he would not be able to credit me the remaining $16.20 unless I submit the receipt from the gas station.On Thursday, November 24, 2022, I spoke to *****, from the Quiktrip *************) where I filled up my gas tank before I returned the rental car. He was nice enough to email me the receipt I requested. I emailed it to Hertz. I received an email response from ****************** Her email stated The receipt does not validate the refueling charge.
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: 100930782
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 additional billing incurred on your rental. Our records show this matter was addressed with our **************** team on 11/24/22 at which time a credit of $87.79 was processed. Attached is an updated invoice showing this credit was made. However, when this credit was processed the applicable taxes and fees were not included. Therefore, we have processed an additional credit of $16.20 for a total refunded amount of $103.99. Though the additional credit was processed today, please allow up to 5-7 business days for the funds to show on your billing statement.
Customer Answer
Date: 12/05/2022

Complaint: 18461504

I am rejecting this response because: even though HERTZ finally credited me $103.99, I still have NOT been credited the $191.23 I requested.

Sincerely,

***********************
Business Response
Date: 12/06/2022
Complaint ID: ********
Hertz RR#: 100930782

I apologize for any inconvenience caused. The refund of $103.99 is the only amount to be refunded. The amount of $191.23 is related to the prepaid amount of your rental charge and is valid. As you had used of the rental this amount will not be refunded.
Thank you again for contacting us.
Customer Answer
Date: 12/07/2022

Complaint: 18461504

I am rejecting this response because: I need to be compensated for the hours I've wasted getting this billing error corrected. The billing mistakes that have been made are the fault of Hertz staff.

Sincerely,

***********************
Initial Complaint
Date:11/28/2022
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 have uploaded a receipt that represents supporting evidence that my dispute is warranted. The transaction date appears on my receipt. Page 2 of the attachment shows that $0.00 is due at pickup and that all taxes and fees have been paid. The total charged very definitely shows that a full payment has been made after the reservation was completed.At the time of the pickup, I was told that $57.71 is to be paid for taxes and fees. There was NO indication of such a pickup levy during the reservation procedure Therefore, this is in violation of the reservation contract.I did not state that I will pay a second levy for taxes and fees. But, being late and desiring to go to my hotel, I took the car. Hertz charged my card for the $57.71 that I am disputing.
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: 986461770
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 this matter was resolved with our **************** team via email correspondence at which time a refund of $57.71 was processed. We show the refund transaction took place on 11/24/22 at which time our **************** team confirmed the refunded amount in a response email. Attached is a copy of your amended invoice for your review and records. We are pleased to see our **************** team was able to provide assistance.
Customer Answer
Date: 12/02/2022

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,

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

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