Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:10/18/2022

  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 was in the ************* Airport and had missed a flight because of delays on the connection flight. My wife was visibly upset said and we told the clerk our issue. He made a phone call when we said we didn't have a reservation. He then told me it would be ****** for a one way trip to *******. After trying other already sold out places in the airport I feel this was outrageous and a clear extortion once he new we needed to get home because our luggage was already on the plane and we had nothing. We also looked it up the next day and it was below ****** normally. He also talked about a shortage of vehicles and then we walked out to see atleast 50 to 60 vehicles sitting there.

  Business Response

  Date: 11/01/2022

  Complaint ID: ********
  ********************** RR#: 963938382

  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 by the rate billed for your one-way rental from our *************** branch. We also regret any frustration caused by our branch advising the low vehicle supply. It is difficult to explain to a customer why our available vehicle fleet is short while it appears there are vehicles available. However, a certain percentage of each city's fleet is to be maintained at the local level for use in honoring confirmed reservations. Once an established number of vehicles has been reserved, it becomes necessary for our locations to refuse rentals to walk-in customers. In addition, it is possible that previously rented vehicles have not been returned as scheduled, which restricts our ability to rent to customers without a reservation. However, we are pleased to see our location representative was able to provide a vehicle for your travel needs after your connecting flight was cancelled. 

  We have confirmed the daily rate applied to your rental is the correct one-way rate of $299.99/per day. A one-way rental is typically more expensive than a local rental because of the additional costs to handle.  For a variety of reasons, including state laws, we must return vehicles to their state of origin.  We not only experience the cost of transporting these vehicles back to their owning location, but we also lose the opportunity for potential rental revenue while the vehicle is idle and in transit.  Because of the additional costs, our rates have always been set accordingly, particularly our rates for one way, long distance, or short duration periods.  

  In addition to the base rate of the rental vehicle, we show optional services were accepted at the time of rental which includes the **************** Services (PERS) for $8.99, the Loss Damage Waiver (LDW) for $34.99, the *************************** (PAIPEC) for $7.51, ******************* Supplement (***) for $15.88 and Fuel Purchase Option (FPO) for $48.83 plus applicable taxes and fees on these charges. Please note, the before-mentioned optional services are not included in reservation quotes online as they are determined at the time of rental based on the vehicle provided. 

  While the charges are valid, as a gesture of customer service we have applied a 15% discount to the base rate of the rental resulting in a refund of $49.64 being processed to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. 

• Initial Complaint

  Date:10/18/2022

  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.

  ** have tried to solve a problem several times with them. I called and was informed I was going to receive a credit on my credit card in the amount of $277.34. It was due because I had to return the rental car back early due to the hurricane arriving in Fl. Three separate times I was told the credit was going to be issued and it has never occurred. I was informed it was going to take 3-5 business days. Its now 16 days. I asked to talk to a supervisor and 2 times I was never called back. I am very dissappointed dealing with them. Here are 2 claim numbers I was given.15764602 and ********

  Business Response

  Date: 11/02/2022

  Complaint ID: ********
  ********************** RR#: 911153795

  This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns and provide a response. 

  Our records show a credit was processed on 10/20/22 in the amount of $277.34 to the **** card ending in xx-****. Attached is a copy of the refund invoice for your review and record. 

  Customer Answer

  Date: 11/02/2022

   
  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.

  I have resolved this concern,, 
  
  Sincerely,
  
  ***********************

  
  

• Initial Complaint

  Date:10/17/2022

  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 booked a reservation and then cancelled it two days before the rental was to take effect.. I was still billed $100. I called customer service and was told that is their policy. I asked to speak to a supervisor but was told none was available but someone would call me. That was last week; no one has called. I believe this policy is too draconian. Would you please help me obtain a refund. My reservation number is K2424086828. I really appreciate your assistance. Thank you.

  Business Response

  Date: 10/31/2022

  BBB Case 18330507
  Hertz RA# K2424086828
  
  
  This correspondence is being sent in response to a query made by ******************************

  I sincerely apologize for any misunderstanding regarding the cancellation fee on your recent reservation. In a thorough review of our records it was confirmed that the reservation was cancelled on 09/18/2022 and was scheduled to be picked up on 09/20/2022.  Per the Terms and Conditions, a cancellation fee of $100.00 is applicable if the reservation is cancelled or if the vehicle is not rented. Therefore, the charges are valid.
  
  However, as a one-time goodwill gesture I have issued a credit in the amount of $100.00 for the cancellation fee.  This has been processed back to the credit card on your account.  Please allow 5-7 business days for processing.
  
  Please know that we take all customer concerns very seriously.  Thank you for the opportunity to address your concerns.

  
  

  Customer Answer

  Date: 11/01/2022

   
  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:10/17/2022

  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 obtained a minor scrape to my Hertz rental L55220874 in which the company is attempting to get over $1,500 in repairs. They have sent me an itemized receipt explaining the charges, barely any of which pertain to this minor cosmetic damage. They tried saying they did work to the bumper, lights, etc. I then disputed the fact that I caused this much damage in which they are still attempting to pursue that full amount. I am unwilling to file with my insurance due to my rates going up however I was willing to pay for this minor damage out of pocket in which the agent, ****, stated at first would be a "fair" amount, and he then sent a bill of $1503.84. He also made mentions of the fact that they are in good relations with local repair shops which makes me believe that they are in on it together to rip off customers with repair amounts and likely split the profit. I am not paying anything or filing a claim with my primary insurance, they completely IGNORED my dispute. What is the point of allowing disputes if you just disregard them? Not paying a dime, see you in court if I have to!

  Business Response

  Date: 11/01/2022

  Complaint ID: ********

  Hertz RR#: L55220874

  Our File Number#: 15831764

   

  This is in response to *******************, thank you for allowing me to address your concerns. According to your correspondence the vehicle was returned with damage to a Hertz location that is an independently owned and operated licensee franchise. We regret any misunderstanding regarding the damage fees billed.  The Hertz location is an independently owned and operated licensee (franchise).  The licensee owner purchases, maintains, and insures his or her own vehicle fleet.  Claims are processed by the Hertz licensee involved.  Since you have indicated this charge is not correct, we must continue to ask you to contact them directly to escalate this complaint for the reasons aforementioned.   Additionally, I can confirm you did not elect to add the optional Loss Damage Waiver to your contract while at the counter. When this happens, you are liable for any damage that is present at the time of return not noted on your contract or pre existing damage documents. I can certainly understand this may not be the outcome anticipated; however, we ask that you understand our position in this matter. 

  Kind Regards,

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18234720
  
  I am rejecting this response because:
  
  the photos and damage and repair bill do not match. The photos provided by the franchise only depict the damage to the bottom portion of paint and the invoice shows charges for the bumper, light, amongst other things that dont pertain to their claim at all 

  I am not filing an insurance claim when this location is trying to scam me and I would beat them in court. Its unfortunate your franchises are so poorly monitored that youre making loyal customers have to take time to go to court 
  Sincerely,
  
  *******************

  Business Response

  Date: 11/08/2022

  BBB Complaint: ********
  RR# L55220874
  

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

  Per our discussion with the Area manager in ******,**, you returned the vehicle on 10/02/22. When you returned the keys to the counter, it was never mentioned that you had damaged the vehicle. When the representative inspected the vehicle, they noticed the damage and information management. Management contacted you immediately about the damages at which point you admitted you had run over a curb. You then proceeded to request an estimate of the damages as you would like to pay out of pocket. The manager provided you with the estimate to which you felt was too high, you were then informed the location is not a body shop and therefore rely on the expertise of a professional body shop to provide an estimate of damages.
  
  Based on this information, we stand by our decisions and respectfully decline your request for an adjustment as the charges are correct.Attached is a copy of the damages as well as estimate provided. The location has advised that you are more than welcome to reach out to the body shop in questions however, per the terms and conditions you are responsible for any damage caused to the vehicle during your rental time frame.
  Please know our decision is final, further requests to revisit this matter will not be considered as we find the matter fully resolved and closed.
  
  Thank for your contacting us. 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18234720
  
  I am rejecting this response because:
  
  the company refuses to admit that they are capable of doing any wrong and stick to their scam artist franchise location and stand up for them, its okay me rejecting the response clearly wont do anything at this point but they really think they will win this matter and its hilarious to me  

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/17/2022

  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'm a ** resident on vacation. I've been here 100 times, usually renting from Hertz and, to date, there's never been a dispute over the cost of my rental until a recent visit to ***********. For years, I've booked rental cars via the Hertz.co.** website, usually electing to pay 'on return' in USD rather than 'in advance' in GBP. Over this period, I've reached Gold 5 Star status in the Hertz No 1 Club that makes this issue all the more annoying. I'd not heard of yourselves until the friends we were staying with in *********** suggested I contact you, so I'm hoping this is a something you can help resolve.For this rental, I elected to pay 'on return' (see Attachment "My original.pdf"). However, my flight was late, the Hertz Gold Counter was closed (when the notice on the door said it should be open) and I left, in a ***** without checking the price shown on the rental card (see Attachment "Hertz Original.pdf"); not that it would have mattered if I had since no-one was at the Gold Counter.I had to return the following day when the initial figure of $981.94 was reduced to $527.10 (see Attachment "Hertz Final.pdf" but this figure still included 3 additional charges that were included in my original quote. Unable to resolve the matter, I followed advice from the counter staff and e-mailed the manager who never responded. I then completed a survey from Hertz that resulted in an exchange with the Customer Experience Manager at ******************* (see Attachment "Hertz Correspondence").I maintain it's clear the Airport Concession Fee, Total Sales Tax and Customer Facility Charge are all included in the quoted price and have dozens of examples showing this is exactly what `I've been charged. I am, therefore, seeking a refund of $147.48. The other issues, I'll follow up myself.The Hertz Case ID is ************************************ and I've included my exchanges, as well as my e-mail to the manager within the "Hertz Correspondence.pdf" attachment.

  Business Response

  Date: 11/01/2022

  Complaint ID: ********

  Hertz RR#: 960369550

  Our Case Number#: 15831762

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

   

  According to our records your rental was amended at the location and we failed to include the taxes in the overall rate as according to the confirmation you supplied. Considering this information, we have created a refund back to your card used to pay for the rental. Please allow 7 business days for $145.97 (USD) to become a reflective credit in your available balance. Thank you again for allowing me to assist in this matter as we take your concerns seriously. 

   

  Kind Regards, 

  Customer Answer

  Date: 11/02/2022

   
  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is  more than satisfactory to me. 

  Thank you so much for taking up our complaint. You were recommended by our friends in *********** and we couldnt be more delighted. A refund of what we considered an overcharge is all we were seeking and you succeeded in obtaining that for us.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had rented a car for one day during Hurricane ***. I tried to return the car the following day, but the airport in *************** was closed on the scheduled return date. I called Hertz on 9/29 and they said to return it on 10/1. I drove (two cars) to the airport on 10/1 and police turned me away at the barricades of the closed airport. So I pulled over and called Hertz. They said no problem, and that all I had to do was call the local office and return it as soon as they opened back up. They said there would be no additional rental charges, no late return charges, no fees of any kind beyond my agreed upon one day of rental. So I tried calling the *** Hertz number every day from Oct 2 - Oct 10. No answer. Once I let it ring for a solid 10 minutes. No voice mail, nothing. So I called the corporate office again yesterday. They said the airport and Hertz were opened since Oct 7. I told them I could not get anyone out there to pick up the phone. They said just take the car back. I asked her to confirm no additional charges. This time, unlike the last call, she said only the local drop off location can negate those extra charges, and that I should talk to them when I turn the car in. So today, 10/11 I turned the car in. The attendant said they would waive the extra days because I rented on the day of the hurricane. But he had a line of a dozen cars he was processing and wouldnt do mine at that moment. He said he had to do them in order. He assured me he would take care of it. On 10/17, Hertz charged me for the extra days and late fees. When I called the corporate office explaining the situation, they said they had no record of any of the calls I made and would only refund the late fees. I would like them to honor the original agreement of waiving the extra days and fees since I tried to return the car the following day and was not able to. And have tried contacting the local offices several times with no answer.

  Business Response

  Date: 11/01/2022

  Complaint ID: ********

  Hertz RR# *********

  Our Case Number: 15829150

   

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

   

  Thank you for allowing me to address your concerns with your recent rental. My apologies for the confusion. As long as you returned the vheicle within 24 hours of the location reopening after the hurricane we agreed to remove additional charges. Considering this information, we have removed the charges associated with the additional time the location was closed due to Hurricane ***. Please allow 7 business days for the refund of $778.74 to become a reflective credit on the card used to pay for the rental. We appreciate your business and look forward to serving your future rental needs. 

   

  Kind Regards, 

  Customer Answer

  Date: 11/07/2022

   
  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:10/17/2022

  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.

  This is in reference to Hertz rental agreement #********* , reservation # K2393489631. I needed to extend my car rental. When I called my pick up location in *********, ** they told me that I had to speak to another internal office to extend the time on the rental. They transferred my call and I waited on hold. A person picked up the call stating that they were a Hertz representative. She proceeded to tell me that she could process my request but the credit carb machine was down so my credit card on file could not be used. She also informed me that there would be a penalty for a late return if she did not process the extension and I returned past my original date of drop off. She told me what I needed to do was to pick up a ************ or an **** gift card for $150 and to call her back with the number. She said her name was *************************** and the number to call her at was ************. So I purchased the card (an **** card) as she had requested and proceeded to call her back and she took down the number as I read it from the card. When I returned the car back to Hertz , they told me the agreement was not extended. They offered no help or advice on how to deal with the situation or get my money back. I called the main office and they told me I could report it to ******************************** but the site did not direct me to a fraud complaint area to state my concerns. Since I get emails asking about my experience, I used it as an opportunity to report the incident. Nothing was done. I reported the fraud to the ************************ report # ********* and made a police report with local police ******** ************************* *************************** , police report # 522-23609. I reached out to **** (using the email on the back of the card (****,com/****giftcard since no phone # available. I reported it to them and they confirmed that the *** was uploaded persons personal **** acct. They said the card would be flagged.. **** card # is *************.

  Business Response

  Date: 11/01/2022

  Complaint ID: ********

  HERTZ RR# *********

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

  According to our records, your rental was not extended by using the mobile app, website or our extensions number. We do not allow any other form of payment to be used while on rent other than the one securing your rental rental record. Please supply the original phone number you called and the number you called from so that we may investigate this matter fully. Additionally, we ask that you contact the card issuer and follow all steps to recover the money have recounted has been lost as a result of supplying a gift card over the phone. I await your reply. 

  Kind Regards, 

• Initial Complaint

  Date:10/17/2022

  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.

  In May 2022 my engine blew on my *** and I took my car to *********. They set up a rental with Hertz because my engine was under a recall. *** was supposed to pay for the rental. We just recently received a bill that is dated Oct 02,2022 from Hertz, saying that we owe $455.00 to Hertz for the rental because *** did not pay for the rental. I went to ********* last week and spoke to ***** in the service department. He stated that *** did not pay for it because Hertz had told them back in May that we did not rent a car. Now Hertz is trying to get payment and sending statements and letters to us that they will come after us for payment since *** did not pay. *** says they will not pay because Hertz did not put it in a timely manner. I spoke with *********************, market sales executive, from Hertz and he told me that he did send it to Hertz's billing **** to see if it can be voided. He wasn't sure how long it could take, and could not guarantee that the $455.00 would not be taken out of our account in the meantime. We are nervous that it will not be voided and Hertz will come after us for the $455.00. My husband and I do not owe this money. We would have never rented a car if *** was not paying for it. I want a guarantee in writing that we will not be charged for this and they are not going to go in our account and take the money. ********* set up the rental on their own with Hertz and I dropped the rental off at *********, which is what I was told to do by Hertz and ***. My husband and I were told that no money would come out of our pocket. I even went to Hertz store on Washington Street in May to make sure *** paid it and I was told yes and that everything was good. In May I was told by ********* and Hertz that *** was paying for it and that did not happen. So either *** needs to pay it or Hertz needs to void it because if neither happens, then we have been lied to by both companies and we have been scammed by both. This is not our fault because of their miscommunication.

  Business Response

  Date: 10/26/2022

  Complaint ID: ********

  Hertz Insurance Replacement Rental: H14813750

  Our File Number: 15823390

  This is in response to ***************************************, thank you for allowing me to address your concerns fully. According to our records, the location manager reached out to the ***************** and asked that the remaining balance be adjusted to zero due to a billing error as you described your complaint. This means we are no longer attempting to collect on the outstanding balance and to also disregard any correspondence that *** arrive dated at 10/13/2022. Thank you for bringing this matter to our attention as we always want to provide accurate information. Your business is important to us. 

   

  Kind Regards, 

  Customer Answer

  Date: 11/04/2022

   
  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:10/17/2022

  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 made a reservation on September 22nd for October ****, reservation #K2584977471CNTR. The charges at the time of reservation were $183.39. When I stopped into the retail location on 10/7 my interaction was brief and the guy checked my ID and handed me my rental receipt in the jacket. He handed me the keys to a *** and said here you go. I assumed they didnt have any other cars left and gave me what they had. I made the mistake of not checking the receipt before departing. The next day I noticed that the charge on my card was $358.45 nearly twice as much. I called hertz to find out why my charges were double since I was not informed of any delta and did not sign anything. He couldnt explain to me why there was a difference other than the daily rate is higher, but no explanation of why. I informed him that I did not sign anything and no additional charges were reviewed. He said he couldnt do anything since my signature was on file. I asked him to send me a copy of my signature on the document. In the meantime, I also asked for the potential credit if I were to return the car early. I was connected to someone else who then told me that I couldnt return the car early. It took a few days for the receipt of my signature to come thru after returning the vehicle. When I received the receipt that has my signature, on the signature line it says GOLD - SIGNATURE ON FILE. How is that ethical? I was not informed of the charges being 2x my reservation and did not sign anything saying I agreed to them? Customer service has been unwilling to help so Im here to forewarn others of this lapse in ethical behavior from hertz.

  Business Response

  Date: 10/31/2022

  BBB Case 18230816
  Hertz RES# *************************** correspondence is being sent in response to a query made by ************************************
  
  I sincerely apologize for any misunderstanding regarding your final invoice on your rental vehicle from the **********, ** airport location.  After a thorough investigation it was confirmed the increase on your final invoice was due to additional added services.  In accordance to the terms and conditions of your Gold membership you have pre-selected these added services to be added to each rental.  Considering this information, we respectfully decline your request for a refund.
  
  If you wish to opt out of these additional services for future rentals you may do so on your profile once you have logged in on the website.  You may also contact our loyalty desk at *************
  
  Please know that we take all customer concerns very seriously.  Thank you for the opportunity to address your concerns.
  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18229797
  
  I am rejecting this response because: This reservation was in reference to a rental in the Chicagoland area, not **********. I had no issues with my ********** rental earlier this year. Additionally, i have received no explanation of what those 'additional charges' were even through complaints handled directly through Hertz ***************** You received no signature authorizing the additional charges and simply pasted "GOLD - SIGNATURE ON FILE" on the signature line. Completely unethical business practices. Please remove me from your gold membership. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/02/2022

  Complaint ID: ********
  ********************** RR#: 961760494

  This correspondence is being sent in response to ************************************ 

  We apologize for any confusion caused by our previous response and the miscommunication of the rental location. However, the decision in our previous response remains unchanged. At the time of enrolling in the Gold Plus Rewards program, you elected for the Loss Damage Waiver (LDW), *************************** (PAIPEC) and ******************* Supplement (***) to apply to all US based rentals. When accepting the Terms & Conditions of the Gold Plus Rewards program, this was providing your consent to these services at the time of rental. The Gold Signature On File refers to the before-mentioned consent made when you enrolled into the Gold Rewards program.  

  Therefore, the optional services billed on your *************, ** rental are valid charges and cannot be removed after the rental period as the benefits of these coverages were extended for the duration of your rental. In order to avoid future billing for these services, please log into your account via the Hertz website or mobile app to de-select these services from your account. Attached is your rental contract as well as final invoice which provides an itemization of these charges. 

• Initial Complaint

  Date:10/17/2022

  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.

  RR ********* Dates 10/05/2022 through 10/13/2022 Amount paid ****** I requested a smoke free car I received a car that had been smoked in, while driving for 3 days check engine light on and tire pressure light on (called hertz told to keep driving car)The business offered me a ****** voucher toward next Hertz rental I will never rent from Hertz again.RR ********* RES ***********

  Business Response

  Date: 10/26/2022

  Complaint ID: ********

  Hertz Rental Record Number: 960566250

  Our File Number: 15821690

  This is in response to ***************************, thank you for allowing me to address your concerns. I understand you are asking for 50% off the cost of the rental based on the condition mentioned in your complaint to us. According to our records, you contacted us at **** on 10/08/22 stating that the Oil Change light had appeared on the dash as well as the tire being low in pressure. The representative advised that you could fill the tire and continue your journey as the rental was not for a scheduled maintenance until the vehicle reached 30,172. We always want to provide quality cars and although the warning light is not a sign of imminent danger, we do understand it is inconvenient to experience. The rental was driven over **** miles and kept longer than anticipated originally. Additionally, w do not find there was any mention of a smoke smell in the vehicle in your call to our roadside team. Considering this information, I can confirm no monetary compensation is warranted; however in acknowledgement of your concerns, I can confirm a certificate was offered to be used towards a future rental. It is my sincere hope that you accept this gesture as an attempt to restore your faith in our brand moving forward. Your business is appreciated and we hope to serve your future rental needs. 

   

  Kind Regards,