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

7,199 total complaints in the last 3 years.
1,720 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:11/21/2022
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 reserved a rental car using Orbitz for a total charge of $561.33 and prepaid Orbitz for the rental costs of $362.01. The Orbitz reservation stated that all taxes and fees would be paid to Hertz and would total $199.32. At time of pickup the Hertz computer was not working and they tried to charge me $1800+ for the rental after much confusion and back and forth they finally told me that all was cared for and provided a receipt for $535.50. However, Hertz charged me the total of $535.50 instead of the agreed upon $199.312. I have tried many many times for Hertz to explain the charge and they only respond it is required taxes and fees. The charge of $535.50 means they are charging me 148% of the rental cost in taxes and fees. In one communication they confirmed that ***** has a rental car tax rate of 21%. No one has explained nor refunded the overcharge of $336.18. I am asking for a refund of the overcharge amount. I will try and provide my Orbtiz confirmation information - and I have uploaded it to this entry.Price and loyalty points Breakdown Car rental fee ******.01 Taxes and fees USD199.32 Total USD561.33 Paid out ******.01 ***** 9748]Payment when picking up the car USD199.32 Total price includes all mandatory taxes and fees.My rental number is RR810268885.Thank you for your help. I have spent many hours trying to have Hertz explain and refund with zero luck - they won't even listen to my question nor answer when I ask for a break down of the taxes and fees they continue to respond that the charge covers.Again - I appreciate your help ***********************
Business Response
Date: 11/25/2022
Complaint ID: ********
********************** RR#: 810268885

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

Thank you for contacting us. I appreciate the opportunity to review your concerns.

I apologize for any misunderstanding regarding the taxes and additional fees with your reservation through Orbitz. However, as a goodwill gesture, I have issued a credit in the amount of $535.50 back to the card on your account. Please allow 5-7 business days for processing.

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: 11/28/2022

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,

***********************
Customer Answer
Date: 02/21/2023
I filed a complaint with you, BBB, #******** and thought it was taken care of. Hertz agreed to refund the overage they charged for rental *********. However, now I am receiving bills from Hertz Corporation for $336.18 which is the amount of the initial over charge. As a reminder - I rented a car via Orbitz with Hertz. I prepaid Orbitz and was to pay Hertz $199 at the counter. However, the Hertz computer was not working and they tried to charge me over $1800 for the rental. After much back and forth they told me all was cared for and provided a rental agreement for $535.50 which was about the total amount of the entire rental as quoted by ******. As the amount was similar, I took the car and returned it with no damage, a full tank of gas, and early. However, Hertz charged my credit card $535.50 not $199 as agreed. And after many attempts to have Hertz refund the money, I was left with no choice but to reach out to you BBB. Hertz said as a good will gesture they would refund the entire $535.50 which they did. However, now they are sending me bills for $336.18. The bill I received last month, I sent all the documentation and asked them to please confirm the bill was cared for. I have received another bill this month. I am very worried, Hertz's poor record keeping is going to result in some type of credit collection at no fault of my own. Please can you help me have Hertz close this matter and confirm the bill is paid in full - in writing - and confirm there is no open balance. Thank you for your assitanct
Business Response
Date: 02/28/2023
Complaint ID: ********
RR#: 810268885

A review of our records indicates you were given a refund of $535.50 on 11/25/22. However, on 12/03/22 we received a chargeback from your financial institution in the amount of $336.18. As you had already received a refund the chargeback was invalid. Therefore, the balance of $336.18 is valid.
Initial Complaint
Date:11/21/2022
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.
Hertz Rental *********** CONFIRMATION K3143938618 I arrived at the dealership and was met by the manager and his associate. Initially, it was a quick transaction. I got to the car and realized that it probably should not be rented to anyone. It was dirty, stinky, and the seats had stains alll over them. They violated their own policy: https://pub.emails.hertz.com/GoldStandardClean. Also, reserved a midsize car. They gave me a compact car and tried to pass it off as a compact car. I explained that a ***** Cruze is indeed a compact car by all automotive standards, the manager tried to disagree.So, I did not even turn on the car, I went back into the dealership to get a new vehicle, They didn't have one in my class and tried to charge me $25 more a day for a vehicle that they did have. I should have not been able to make the reservation in the first place, if they did not have a vehicle to suit my needs.I invested 32 minutes on the phone with your *********************** that is based overseas. This is what happened: (1) they matter of factly confirmed it as a compact car (2) they guaranteed a compensation for what happened in the form of a gift certificate, I requested a refund of sorts. (3) they changed my contract to into a compact car. Unfortunately, I had to use the only car that they said was available. It was horrifying. It was gross. Now, I returned the car on time the following day. I made a new reservation to get a different car. They again said, that they did not have my car class. I had to use the same car again. They didn't offer to clean it, no discounts, nothing. They actually didn't care. There were three customer violations here: (1) they tried ********** a car class and charge me for a higher car class than the car was (2) the car was highly unclean (3) being able to reserve a car class and they do not have it available.As resolve, I want a refund. I am a long time customer and can't believe I experienced this.
Business Response
Date: 11/29/2022
BBB Complaint ID: ********
********************** RA# *********

This correspondence is being sent in response to a query made by ********************************

Thank you for taking your time to reach out to us. I sincerely apologize for the condition of the vehicle your received. This is concerning to us as well due to the high standards we stand by as a brand. 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 and customer service 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.

In a review of our records, it has been confirmed your original reservation was for an A6 class vehicle which is a managers special vehicle that is a 2-door or 4-door this could be a compact vehicle or higher class.

However, as a goodwill gesture, I have issued a 25% credit in the amount of $21.38 for the condition of the vehicle you received. This was processed back to the credit card on your account. Please allow 5-7 business days for processing.

Please know we take all customer concerns seriously.

Customer Answer
Date: 12/06/2022

Complaint: 18438894

I am rejecting this response because that is simply not true. I had two reservations on that day: one from Orbitz and one direct. The reservation which I used was not a manager's special. The attendant lied about the car being the correct size and the car was FILTHY!!!

Additionally, the 2nd day that I rented under a new contract to be able to get a vehicle, they didn't have the vehicle size available. I should not have been able to rent on the site If the car is not available; therefore, they made me keep the same car.
I think 50-75% of two days is a more respectful refund. a

Sincerely,

*******************************
Business Response
Date: 12/06/2022
BBB Complaint ID: ********
Hertz RA# *********

This correspondence is being sent in response to a query made by *******************************.

Thank you for taking your time to reach out to us. I sincerely apologize for the condition of the vehicle your received. This is concerning to us as well due to the high standards we stand by as a brand. 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 and customer service 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.

In a review of our records, it has been confirmed your original reservation was for an A6 class vehicle which is a managers special vehicle that is a 2-door or 4-door this could be a compact vehicle or higher class.

However, as a goodwill gesture, a 25% credit in the amount of $21.38 was processed 11/29/2022 for the condition of the vehicle you received. This was processed back to the credit card on your account. Please allow 5-7 business days for processing.

Please know we take all customer concerns seriously.
Initial Complaint
Date:11/21/2022
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.
We rented a car from Hertz, with pickup in *******, Maui on 7/10/22, returning on 7/17/22 (Rental Record# *********). Upon return, we refueled the car at the nearby ********** Station, and dropped off the car. The attendant checked the car and printed a receipt. Nothing was said about any problems or extra charges. I didn't think about it, and we left to catch our flight. During the wait for the flight, we noticed that there was an extra $101.40 charge for ******************* 7/18/22, we started a case (#********) online to attempt to resolve this issue. We provided proof of credit card charge from the ********** Station for filling the fuel tank ($42.50 on 7/17/22), just prior to returning the car. There is no other service available from that station, so it has to be a charge for refueling the car. Hertz did not respond to our request to provide evidence that the gas tank was not full (7/31/22 email).Since Hertz was unwilling to reverse the fraudulent charges or provide evidence to back up the claim of the fuel being empty, we had the charge reversed through our credit card ************ 8/6/22 letter). *********** also requested information from Hertz regarding this charge, but has not received any response either, indicating that Hertz does not dispute the charge.Invoices were received from Hertz on ~9/8/22 and ~10/15/22 requesting the payment of the $101.40. As per our billing rights, spelled out on the back of the invoice, we wrote a letter disputing the charge (sent via **** 10/14/22, received 10/17/22 by *****************). As also spelled out in the billing rights, "Hertz must acknowledge your letter within 30 days, unless the error has been corrected by then." The only acknowledgement we have received was a third invoice (11/5/22) and a collection agency notice (11/18/22), which also goes against the Billing rights: "After Hertz receives your letter, Hertz cannot try to collect any amount you question, or report you as delinquent".
Business Response
Date: 11/25/2022
Complaint# ********
RR- *********
Customer Name: ***************************
Case# ********

This is in response to *************************. Thank you for allowing me to address your concerns.

According to our records, *************************** entered into a contract with Hertz Corporation Rental on July 10,2022, to return at the same pick up location on July 17, 2022.
Normally vehicles are provided with a full tank of fuel. However, in some instances based on local availability a location may not be able to provide a full tank. In this case the customer is asking to bring he vehicle back with as close to the same amount provided. In your instance you were provided a vehicle with 8/8 of a tank and it was returned with 3/8th.Unfortunately, Hertz does not refund for unused fuel. I apologize for any miscommunication.
Our records show a screenshot of a receipt provided.I will process a refund in the amount of $101.40. Please allow **** business for processing.
Please disregard all calls, letters and allow this response to serve as your receipt.

Thank you for allowing Hertz the opportunity to review this matter.
Customer Answer
Date: 12/04/2022
Complaint: 18438524

I am rejecting this response because: Hertz continues to follow the false claim that I returned the car with less than a full tank, with no evidence, even after being provided TWICE with proof that I filled the tank. Hertz has also sent this to a collection agency, but has not provided proof that they have rescinded the collection. AND Hertz has banned me for non-payment that I am not obliged to pay (see attached). Hertz has taken ALL of these actions AFTER receiving notification from me that the amount was in dispute, in violation of my rights under the Fair Credit Billing Act.
Proper resolution will include:
   1) immediate rescinding of the collection agency, with proof that the collection agency has dropped it and that this has not been reported to **************************
   2) lifting of the ban on my 'Hertz rental and authorized operator privileges'.
   3) acknowledgement that Hertz made a mistake as the provided evidence has already shown.

Sincerely,

***************************
Business Response
Date: 12/07/2022
Complaint ID: ********
RR#: 631539602

I apologize for any inconvenience caused. Please be advised the collection claim is closed and your rental privileges are reinstated.
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

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. Finally. It is unfortunate that we had to resort to using this avenue instead of the company handling this directly.

Sincerely,

***************************
Initial Complaint
Date:11/21/2022
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.
Rented vehicle from Hertz through my car insurance in ******* to drive back to ******. I was rear ended in ******* but live in ****** and did not want to be trapped in ******* waiting for the other party to accept liability & provide a rental vehicle. I accepted the extra insurance coverage through Hertz for one day, the day of 11/26/2022, as I was going to be driving some 250 miles amongst crazy *******, highway, and ****** drivers. I was extremely explicit that I wanted the extra coverage for the 26th only. The woman at the counter agreed to adding it for one day only and gave me the agreement to sign. I found out later that the extra insurance applies to the entire term of the rental when they charged my card $277 and change. I called my bank to find out that they had attempted multiple charges in varying amounts over several days before one finally went through, my bank confirmed that this is a common fraudulent tactic employed by Hertz. I would never have agreed to paying $25 extra per day, I am an insurnace agent and I know I could havecalled my carrier and dropped my deductibles down to the minimum for maybe $30 for an entire month. Hertz knew I had been in an accident and had gone to the ** in its aftermath. They took advantage of my stress & exhaustion in order to bilk me out of hundreds of dollars. Rental agreement # H19162113
Business Response
Date: 11/24/2022
Complaint # ********
RR- H19162113
*****************************,

Thank you for contacting us. I appreciate the opportunity the opportunity to review your concerns.
The charges for your rental have been reviewed and are correct. Due to fluctuating airport fees and taxes, as well as the customer's ability to accept optional services at the time of rental, the amount quoted at the time of reservation is an approximate total. I regret any misunderstanding regarding the estimated charges quoted. Your contract shows as accepting (LDW)at the time your reservation was confirmed. (Had an accident or loss occurred during the rental, Hertz would have honored the Terms and Conditions of the Rental Agreement.) A copy of the signed rental agreement has been provided for your records.
Our records show the reservation pick up date was October 26, 2022 and return date October 27th 2022.
Please note, in accordance with the Terms and Conditions, if any changes or alterations are made to the original rental/reservation the rates and cost are subject to change. This is including but is not limited to extending a rental, returning early, or changing the return location.
Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review and address your concern. We truly value your business, do not hesitate to reach out to ************************************************ for future plans.

Thank you for allowing us to review and address your concerns
Customer Answer
Date: 11/28/2022

Complaint: 18437604

I am rejecting this response because:
the rental was not initiated for a single day, it was open ended due to pending insurance claim. If Hertz isn't capable of being flexible in contracts based on insurance claims, then they shouldn't contract with insurance companies at all. I'll be telling Germania and Elephant how hideously Hertz has comported themselves. I elected the additional "insurance" through Hertz for a single day, not the rental. They took blatant, shameless advantage of me, knowing that I had experienced an accident with injuries the day prior, and knowing that I was 250 miles from home, to hornswaggle me into contract terms I didn't want for a time period I didn't agree to. Then they tried multiple times to pull varying sums out of my bank account on different days, sums that they still have not justified. My bank said that Hertz pulls this kind of fraudulent, usurious behavior frequently. Honestly, I'm in shock that Hertz didn't report the car stolen the minute I drove it off the lot in an attempt to have me arrested, since doing so is another game they play on the regular. Further, Hertz hasn't made anything right in this situation. I agreed to ONLY one day of additional "insurance", that's all I should have been charged for and I want to be refunded for all of the additional "insurance" charges since Herz saw fit to breach their end of the contract and cost me the time, energy and agita required to get my money back.

Sincerely,

*****************************
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: H19162113
This correspondence is being sent in response to ******************************
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Initial Complaint
Date:11/20/2022
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.
Purchased a vehicle from hertz car sales in ********* ** in August of 2022. A 2020 GMC Terrain that was Cerified Pre-owned. I was sold on the *** because I was told that the vehicle was thoroughly checked and any parts that are more then 50% worn would be replaced. After only 4 months the calipers seized and I had to replace the brakes and roters for $800 and Hertz refused to cover the cost. Had I known it was going to cost me $800 after only 4 months and less then 4K miles I would not have spent the extra money on a *** vehicle. And on top of everything the Manager **** who I spoke to tried to tell me that it is normal to replace breaks on some vehicles every 4k miles. I have owned several vehicles in my life and never had to replace breaks after only **** miles. I felt immediately insulted that he thought I would fall for that.
Business Response
Date: 11/30/2022
BBB Case 18437563

This is a response to *************************

I apologize for the mechanical issues you experienced with your new vehicle. Upon my investigation I discovered that the vehicle did indeed pass brake inspection when it was certified. Approximately three months later, before finalizing the deal, the vehicle was re-inspected for ************** Inspection by a second mechanical vendor and again passed brake inspection. As previously advised, brake repairs are not covered by the powertrain warranty. The Assistant Sales Manager, ****, spoke to the dealer who explained one of the rear calipers ceased causing damage to the brake pads and rotors. As previously advised by ****, while we are very sorry to hear about your situation and wish we could do more, unfortunately it is still not something covered under the powertrain warranty. He explained the certification process to you as it was in fact inspected for mechanical problems, and none were found before the time of sale. We thought to offer one of our vendors to resolve,however you had already paid for the repairs to be done and there is nothing more we can do.

Thank you for contacting us.
Customer Answer
Date: 12/04/2022

Complaint: 18437563

I am rejecting this response because:
I had not paid for the repairs to brakes when I spoke to ****, he told me that they would not cover it so I paid for it out of pocket. There is no way after four months and under 4k miles that the wear and tear would have caused the calipers to stick they way they were. I bought the car based on the notion that it was certified and inspected for things like this and I would not have to be paying for repairs after only four months. I was told that car would be thoroughly inspected during the certification process any parts that are less then 50% would be replaced, if proper inspection had been done they should have seen the condition of the calipers. And the fact that **** tried to tell me prior to learning it was caused by the calipers sticking, that it was perfectly normal wear and tear to only get 4k miles out of brake pads tells me that they were not prepared to pay for it regardless. I left the conversation feeling completely insulted that he thought I would buy that nonsense because I am a women. Not acceptable.

Sincerely,

*************************
Business Response
Date: 12/06/2022
Complaint ID: ********
After a thorough review of this matter, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.

Thank you again for contacting us.
Initial Complaint
Date:11/18/2022
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 made a booking with pick up at ****************************** ******************************************************************************* Return Location : ****************** Address ******************************************** The amount to be paid was $264 all taxes and charges included. However, I was charged $265.74. Then, after I returned the car at the airport, I was charged $****. While these charges are very small, I still wanted to know why I was charged a different amount than my booking stated and then again another small charge upon return of the car. At that point, things started to get really unpleasant. Hertz states that the charges are valid and no monetary adjustment will happen. Every time I ask them to provide a justification for these charges, they just send boilerplate response apologizing but never providing a reason for these charges. I asked them over and over again to explain: 1/ The difference between the amount to be paid from my booking and the amount charged. 2/ The additional **** charge when I returned the car. They simply act like they have no reason to provide and it is what it is. Even so, we are talking about a very small amount of money, it is very disturbing that Hertz just decides to charge the credit card on file without explanation.
Business Response
Date: 11/23/2022
Complaint ID: ********
RR#: L63604074

Thank you for contacting us. A review of our records indicates you were charged according to your reservation in the amount of $264.99. The location has advised the amount of $.75 on your credit card is a refund and not a charge. I apologize for any misunderstanding and thank you for allowing us to assist.
Initial Complaint
Date:11/18/2022
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 called into Hertz loyalty to obtain points from previous rentals and spoke to **** who basically stated that he was unable to apply my points to my gold rewards account since it was not linked. This is unacceptable I want my points added and will not conduct any further business with this company until received
Business Response
Date: 11/22/2022
Complaint ID: ********
********************** RR#: *********, 426619270, 528451092, 524051522
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 concerns or frustrations caused by your previous rentals not earning Gold Rewards Points. Our records show at the time of reservation, you did not include your Gold Rewards number on the reservation. In some cases, such as RR# *********, your reservation was booked through a third party booking source. As outlined in the Gold Rewards Terms & Conditions, customers who utilize third party booking sites cannot combine the specialized rate with the benefits of their Gold Rewards number. As such, Gold Rewards points cannot be earned in conjunction with these specialized rental rates.
With this in mind, we are unable to apply points to your account for your past rentals.
Customer Answer
Date: 11/22/2022

Complaint: 18420540

I am rejecting this response because:
At no point when speaking with the two representatives was I advised that the points could not be applied so therefore my points should be honored.

Sincerely,

*****************************
Business Response
Date: 11/29/2022
Complaint ID: ********
I apologize for your dissatisfaction. However, our response is based on the terms and conditions outlined for the Gold Rewards program. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
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:11/17/2022
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 rented a car from the hertz at ******************************** on Oct 5th for a week in Cali with my daughter. We dropped the car off on the 11th. I was charged 405$ extra for smoking cigarettes in the vehicle? I dont even smoke cigarettes at all so this is not even a possibility. I called multiple times and the workers are rude as hell! They have no proof of their claim that I smoke cigarettes! I never smoked anything the car the entire time I have had it! I dont even smoke. I want a refund for these fraudulent charges. This is insane to take advantage of a women and her daughter bcuz we were traveling alone! They will not give me corporates information! They told me all kinds of lie and will not give me my money back! I want my money back since there is no way that you can say I smoked cigarettes in your vehicle when I dont even smoke. This companies employees are a joke. I have all my proof and will post it once I get home.
Business Response
Date: 11/23/2022
This is in response to *****************************

Thank you for allowing me the opportunity to address your concerns

I sincerely apologize for any inconveniences surrounding this matter. After thorough review and consideration, I have proceeded to refund the cleaning fee for $400.00, please allow 5-7 business days for funds to post back to your account.Please accept this as a gesture of our good-will.

Thank you for being a valued Hertz customer, we look forward to seeing you on your upcoming adventures. 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.

Thank you for contacting us.
Initial Complaint
Date:11/17/2022
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 rented a car from Hertz Car Rental on May 31. I had to return it on September 6. I picked up the car at a location in **********, ************, and I planned to return it there. September 1, an additional authorized driver was driving the car on ******** 17 and a car from the opposite side had an accident and a wheel came flying towards our car and the car was damaged. The additional driver called Hertz to report the accident and gave all the information, they asked if he wanted another car until the rental ends, I told him that it didn't matter because there was less than a week left until the rental ended, and it would be difficult to have to drive down to pick up another car, and that was explained to Hertz, they said. That if I don't get a replacement car I have to send the car keys to the original location in ************ so they can end the rental, so I did shipped the key with **** and the location called me when they got the keys and they said that they are going to finish the rental. A few days later I receive a receipt by email for the entire rental and it says that I returned the car to ****** ********** and below it says that I will be charged an additional fee of $1200. I called in and asked what the fee was, they told me that it was a fee for returning the car to another location, and since I did not accept the offer to get another car after the accident I was charged this fee. When I told them that they didn't tell me anything on the phone that it will be a problem if I don't take the replacement car, they told me that they weren't going to return the money anyway, and they put down the phone on me. (Small note: since the rental was more than a month, I dealt with the multi month department and not with the regular Hertz customer service).
Business Response
Date: 12/05/2022
Complaint ID: ********
RR#: 169710306

Thank you for contacting us. A review of our records from our ********************** explains you were advised if an exchange wasn't done and you decided to end the rental you would be charged the $1200.00 one-way fee. Based on this information we respectfully decline your request for an adjustment.
Thank you again for contacting us.
Customer Answer
Date: 12/07/2022

Complaint: 18418120

I am rejecting this response because: no body told that to me, maybe when the additional driver called in you told it to him but he didn't told me anything about that

Sincerely,

***********************
Business Response
Date: 12/08/2022
Complaint ID: ********
RR#: 169710306

Our records indicate you were advised. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed. 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:11/17/2022
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.
Customer Invoice ********* I rented a car on 10/17/22. I drove it 11 miles. Hertz billed my credit card on 10/30/22 for a refueling charge of $29.42 but refuses to provide me with a receipt for the charge. I have spent 30 days calling, texting and emailing. Hertz has hung up on me, told me they couldn't help me, refuse to provide a proper receipt, and won't call me back. This appears to be an internal fraudulent situation. This is either a way they can scam customers for more money or take out the cars themselves for joy rides and have us pay for the fuel. My account #********
Business Response
Date: 11/23/2022
Complaint ID ********
Hertz RR# L63286646
Our File Number# ********

This is in response to ***************************, thank you for allowing me to address your concerns.
In consideration of your concerns we reached out to the licensee location your rental was completed at. The location has advised that an audit of the fuel records was completed and it was determined that the vehicle you rented was not returned at the same fuel level as received. This caused the management staff to charge your card used to pay for the rental for fuel. The management advised that an invoice was emailed to you on 10/30/22 in notice of this decision and the same receipt is being provided here. Considering this information, we must remain aligned with the location on this charge as they have supplied explanation and documentation to validate the charge. I can certainly understand this may not be the outcome anticipated; however we ask that you understand our position in this matter as we have thoroughly evaluated this complaint.

Kind Regards,

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