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

7,187 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:10/15/2022
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.
9/25/22 by 430pm I had finally completed my car rental from the Hertz at ****************************************. I had a departing flight booked for the next morning to ***, and returning flight information from EVV back to *** that I provided to the clerk at the time of car rental purchase. The clerk and I discussed my options. She communicated that she understood that I could fly instead of rent a car, and that I would be returning the car in ************** the next day (9/26) and flying back to ***. She understood that I'd be dropping th car off in ********** and double checked that there would be no additional charge. She assured and reassured me that there would be no additional fee or charge for dropping the car in another location. I was even told to nevermind the fact that my rental ticket still said th return location was ***. I gave them my returning flight information and communicated to them that by renting a car I'd be able to cancel my outgoing flight, but that I'd be using my returning flight from EVV back to *** still. I could have been more clear. I had then check and double check everything they were telling me. I still had to pay an extra $150 to drop the car off in ********** and thats the charge that I would like refunded. The Hertz customer sevice reps tell me the opposite of what the clerk was saying at the time of rental. They say its policy to have to pay a fee when a car is dropped off at a different location than it was picked up, and thats why im upset. I could have flown anyway. I had a flight booked. I just wanted to arrive a few hours sooner if possible and renting a car would allow that. They said there wouldn't be an extra charge and after they assured and reassured me of that, I cancelled my outgoing flight and rented the car. And got charged an extra fee still.The customer service reps don't seem to care what I was told at the time of rental and just repeat to me "company policy" like a broken record.
Business Response
Date: 10/26/2022
Complaint ID: ********
Our File Number: 18227944
Hertz Rental Agreement Number: 916115631

This is in response to *********************, thank you for allowing me to address your concerns. I understand you are concerned with the InterCity fee charged on your rental at the time of return. Unfortunately, we are unable to recreate the conversation conducted at the counter; therefore, we rely on documentation to provide a stance. In this instance, your rental agreement was signed for a one day rental with return to the original location. Looking at attached document, the estimate is provided with the assumption that the vehicle is kept for the duration and returned as promised without change. Any changes to the rental record could result in additional fees, such as rate change, Late Fee, and/or InterCity Fee. Considering this information, your rental was taken one way without a change made to the rental record at the counter, by phone or thru mobile capabilities with evidence of an amended rental agreement and the charges are valid. In the future, we recommend that you contact our extensions team or use our mobile app to make any changes to your contract while on rent to avoid miscommunication at the time of return. I want to take this time to apologize as this is not the impression we aim to leave with you. Your business is important and we hope that you understand our position in this matter as our decision to respectfully decline your request for refund remains unchanged.

Kind Regards,
Initial Complaint
Date:10/14/2022
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.
ILLEGAL ACTIVITY: Rental Agreement# H18024650: On 9/28 around 1744CT I call Hertz ************** Peoria location to let the staff know I was returning a 2022 ********* Equinox because I had a plane to catch; spoke to a lady and was told no problem just drop keys in drop box and she'll close the ticket out for 9/28 in the morning. Around **** I park next to Roundhouse Consignments, locked the 2022 ********* Equinox at the ***************** location, walked up to Hertz door and dropped off the keys in the drop box. I left to catch a flight to WA state. 9/29 around 0844PST I called Hertz ************** staff to confirm the car was returned, ticket was closed and I complained about car not being cleaned when I got it because my son found a cigar underneath the driver seat. The lady confirmed the ticket was closed and said there were no problems. No charges were to be placed because it was through my insurance. On 10/6 I received a charge from Hertz. I called the Peoria branch and spoke to ***** she stated the car was returned 10/4 by Dropbox; I told her I dropped it off 09/28 and her staff confirmed the ticket closed 9/29; she stated she would investigate and get back with me by 1300CT 10/7. However, no one called; I called but was told she was out of the office. I called the District Manager ******** in the Memorial branch 10/10 and she stated according to GPS the car was never at the location on Peoria on 9/28.I filed a police report. On 10/13, A branch Manager told Detective **** the vehicle was at the ***** Peoria location on 09/28. I still haven't received my money back.
Business Response
Date: 10/18/2022
BBB CASE#: 18225433
Hertz RR#: H18024650

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

I sincerely apologize for any inconvenience you may have experienced with the incorrect close out date on your Insurance rental contract. I have issued a refund of $282.99 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.
Initial Complaint
Date:10/14/2022
Type:Service or Repair 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 ********* Oct 12- October 17 2022 ***** I attempted to utilize my gold points to reserve a vehicle in ***** for military work travel. I was unable to apply the points online and (naively) assumed the in- person store associates could assist prior to taking the vehicle. Upon arrival at the store,the reps advised they could not assist and asked I call Hertz phone cs again before picking up the car. Upon calling the phone associate advised because there was not a 24 hour Time period before pick- up they could not apply the points. I am stranded in a foreign city at this point in which a hurricane disaster has caused car availability to be almost null and had no choice but to take the vehicle. The following day I contacted phone cs and offered to return the vehicle on my own time and have a new reservation number created in which the points could be applied. I was told this could not be done because if someone asked for a car within the time-frame of cancelation to new record reation I would have no vehicle based on extremely limited availability. I escalated 3 times on the phone to a supervisor, and received 1 callback only, approximately 12 hours after it was promised. That supervisor advised they could in no way assist.The lack of engagement, empowerment, and empathy I've encountered in dealing with the individuals who are the face of this company is truthfully the absolute worst experience I have ever encountered in my 4+ decades on Earth.If a company offers a rewards program, they must honor the rewards earned and empower employees to assist when their technology is deficient and/or potentially unclear to customers- especially when so many attempts are made to do the right thing. There is no reason why loyal customers should be hung up on, let down, told no, and made to pay out of pocket for "Free" days that are promoted as earned for customer loyalty. I am due 2 full ********************** days refunded in full in exchange for points previously earned.
Business Response
Date: 10/21/2022
BBB CASE#: 18223453
Hertz RR#: 963710425

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

I apologize for any inconvenience experienced. Regretfully we are unable to make the adjustment to use points once the reservation has been booked. Additionally, in review of our records I can confirm that your reservation was not booked for Military work travel.
However, as a gesture of customer service I have added 950 points into your Presidents Circle account. Please utilize these for a free day of rent on ** towards a future reservation.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/28/2022

Complaint: 18223453

I am rejecting this response because:
The original complaint stands- you are offering rewards, disallowing customers to use said rewards, and refusing to honor them even when & if customers jump through hoops before, during, and after their experience with your business. I attempted multiple times to have points applied via phone and in person to have the points applied to the rental prior to possession- no helped as whomever is handling this inquiry is also not helping. The ineptness, disempowerment,and overall low class service reps provide coupled with this company's inability to make good on their word and stand confidently behind their business interactions for customers is mind- blowing. I am due a refund, and will escalate further.

Sincerely,

Art ******
Business Response
Date: 10/28/2022
BBB Case 18223453
RA No: 963710425

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

Thank you for reaching out to us. I appreciate the opportunity to review your concern.

Upon my review I was able to issue a partial refund of $204.04 to the card on file. Please allow up to 10 business days for the funds to post to your account.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing Hertz.

Thank you for contacting us.
Initial Complaint
Date:10/14/2022
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.
I rented a car for 2 1/2 days at the ******* Tacoma airport Location. I was advised of an option for Hertz fueling at a competitive price. I wouldn't have to worry about filling up. I have done it before with other companies and it's convenient, so I agreed to it. It was a short stay, not much driving was needed and I wanted to save the time of having to put gas in the car before we arrived at the airport. What the Hertz rep was not clear about was that you are charged for a full tank, and if you do not need a full tank of gas, you are stuck paying for the full tank. The rep was not clear, whether intentionally or not, and I would never have agreed. The tried to upsell me on everything and it was almost annoying. I just needed the car, but that's their job, upsell the customer. So after driving around a 1/4 of a tank, I was charged almost $90 in gas charges! The receipt also was not clear. Nowhere does it alert you of no refund if a full tank of gas is not needed. I called Hertz several times, impossible to get through to anyone, but conveniently they do have a warning on their voice system warning they do not refund for gas if you purchase the option. So, apparently, Hertz is very well aware of the issue and is a part of the problem. I finally got through to someone in another department, who was not able to help me, conveniently, and was told they would have a manager call me, but no one called me. I also emailed support with my issue, and a generic copy and paste were sent out advising they do not refund for gas not being used. A total scam! I am disputing the charge and will not use Hertz in the future for any car rentals. I actually think it's a scam that needs to be looked into by the ********** of ********
Business Response
Date: 10/18/2022
BBB CASE#: 18223770
Hertz Res#: ******************* correspondence is being sent in response to a query made by **********************
I sincerely apologize for any inconvenience you may have experienced. We regret we are unable to locate the Rental Agreement in question with just your name and location. So that we may better assist, please provide us with your 11-digit Hertz Reservation number (this begins with J or K) or 9-digit Rental Record number. Once this information is received, we will begin our investigation as expeditiously as possible.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/18/2022
My suite number to my address is 205, not 204.
Thanks,
******
Business Response
Date: 10/19/2022
Complaint# ********
Thank you for contacting us.
I apologize for the delay in response and any inconveniences that you experienced. However upon checking our records, I show that a refund of $100.04 was submitted to the billing department on 10/19. The refund will go to the credit card on file. Please allow **** business days for processing.
Thanks
Customer Answer
Date: 10/22/2022

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 appreciate the Better Business Bureau and Hertz helping resolve this issue. Thank you!

Sincerely,

*********************
Initial Complaint
Date:10/14/2022
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 sat 10/8/2022 i rented a car from hertz at ****** ** (*** airport). Reservation number K2554159959. The rental agency give me Chrysler van. tag number WDK 543-********. On Monday evening i was pulled over for this tag not showing valid by *****,** police. I was attending wedding reception at was late to the event due to negliance on Hertz part where this car or tag not showing up valid on police database. I offered police that i can call hertz and they reply no let us do our job. they wasted my time and was late for event. This was family wedding and seeking 50% refund of the payment i made for this journey.I called Hertz customer service and it is joke. no one can help i was talking to CSR and asked him to transfe my call to *** and the reply was perform that function. I requested to supervisor and he was more clueless than CSR. He was no help. His response was there is no refund given due to i completed my journey. and funny thing is he does not have corportate customer service telephone number.I don't know what kind of people HERTZ hire for their customer service. I will not rent car from this agency and will tell people not to due to their customer support./Please call me at ************. This is cellphone you can leave message with your callback number.
Business Response
Date: 10/21/2022
BBB CASE#: 18220458
Hertz RR#: 962098826

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

I sincerely apologize for any inconvenience you may have experienced. Please provide a copy of the ticket/police report so that we may further investigate this matter.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/25/2022

Complaint: 18220458

I am rejecting this response because:.
Hertz is accusing me that i was making up story. Attched is the ****** report from ******** ****** dept

Sincerely,

*************************
Business Response
Date: 10/31/2022
Complaint ID: ********
RR#: 962098826

We have reviewed this matter with the appropriate team. They have confirmed the vehicle was indeed properly registered. The registration was renewed February 24, 2022.
Based on this information we respectfully decline your request for compensation.
Initial Complaint
Date:10/14/2022
Type:Service or Repair 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 rented a car from 4/7/22 thru 5/27/22. My vehicle was in a accident that was hit from behind and I needed a car until mine was driveable.I picked the car up on a rainy day. As I drove off I noticed a small crack on the passenger side windshield that was running beneath the dash up about 6 inches. It was rush hour and I decided to call them to let them know. I diidn't want to fight traffic to get back there. A Hertz employee did a inspection but I'm assuming because of the rain they didn't see the crack, or the employee recorded it on the previous rental and decided it was safe to rent out. After calling I assumed everything was fine. Now they are mailing me a bill for replacing the damaged windshield. I've disputed this on the phone and replyed to two emails which are being ignored. I am being threatend with collections if not paid. They are ignoring me, in denial or just plain arrogant and can't imagine one of their empoyees making a mistake. I am not the cause or responsible for this damage. The fact that they can just arbitrarily accuse me of this and threaten me with collections should be illegal.
Customer Answer
Date: 10/28/2022

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.

I received this email 10/20/22 from Hertz. Your efforts provided me with the resolution I was seeking. Thank you so much for helping me with this. I was very surprised and relieved that this was handled so quickly.

Sincerely,

*******************
Initial Complaint
Date:10/14/2022
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 car through Priceline for Hertz at ************* ***** April 2022. Did not ask for any additional coverage and wasn't charged for any from Priceline. I already have full personal insurance coverage, why would I pay for for more that I don't need? After I returned the vehicle on 25 April, I was fraudulently billed $150.58 ($135.96 damage waiver + $13.60 concession fee recovery + $1.02 tax = $150.58). I disputed with my credit card, which agreed and removed the charge. Now I'm getting paper bills. I have tried to resolve this through Priceline and Hertz with no success. Hertz is saying I signed an agreement. This is untrue and fraudulent. I have full coverage already, I never get additional coverage with a rental car. Hertz Rental Agreement #*********
Business Response
Date: 10/21/2022
BBB CASE#: 18222288
Hertz RR#: *********

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

I apologize for any misunderstanding regarding the Loss Damage Waiver (LDW) and the Airport Concession fee. The Airport Concession fee is set in place by the airport and we are unable to adjust that fee. The Loss Damage Waiver (LDW) you selected and signed for at the counter. Therefore, in accordance to the terms and condition of the signed rental agreement the charges are valid. I have attached a copy of your Signed Rental Agreement for your review and files.

Adverse charge dispute decisions do not mean the charges are not valid, and in no way alleviates the renter of responsibly of costs that were incurred during the rental time frame. The balance of $150.58 for Rental Record ********* remain unpaid. Your account has been sent to an outside collection agency. You will need to contact JNR ************** at ************* to pay the balance.

Please know that we take all customer concerns very seriously.
Initial Complaint
Date:10/14/2022
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.
I rented a car from Hertz for Oct 1 to Oct 2. On Oct 2 I returned the car full of gas the way I received it. Two weeks after I dropped off the car I get a charge on my credit card for $39.07 for fuel even though my final receipt says I returned the car full of fuel. I want a refund of $39.07 immediately.
Business Response
Date: 10/17/2022
BBB CASE#: 18208105.
RR#: 918670152

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

I sincerely apologize for any misunderstanding regarding the fuel purchase option on your recent rental from the *********** location in **. After a thorough review of our records and with your credit card on your account we were unable to confirm a transaction for the $39.07 as shown in the screenshot provided by you. Additionally, our records do confirm that on 10/14/2022 an agent informed you that this was a toll fee and advised for you to contact our partner PlatePass for further assistance at ************* as we do not have access to their billing system.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/18/2022

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:10/14/2022
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 involved in a car wreck and the other drivers insurance provide a loaner car through Hertz. I had to give them my debit card for a deposit. But was told that money would be returned to me once the vehicle was brought back. I have yet to see that refund.
Business Response
Date: 10/17/2022
BBB CASE#: 18221991.
RR#: H16677172

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

I sincerely apologize for any misunderstanding regarding the authorization hold on your recent insurance replacement rental contract. A review of our records confirms that authorization hold was released within our billing system on 08/202/2022. Due to this being a pending authorization hold and not an actual withdrawal transaction within your account it will not appear as a credit, rather it will just fall off your account. However, if this authorization hold is still showing as pending within your financial institution account, we would advise for you to talk to them directly as they may have longer release times.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/18/2022

Complaint: 18221991

I am rejecting this response because: the $50.00 deposit was released. But then you charged me $27.75 for something and I have no idea. That is an unauthorized transaction and I would like my money back. Please and thank you.

Sincerely,

*************************
Business Response
Date: 10/19/2022
Complaint ID: ********
RR#: H16677172

A review of our records indicates the charge of $27.75 is due to the extra day charge not covered by the third party. Our records indicate the vehicle was to be returned on 08/19/22, however it wasn't returned until 08/20/22. Attached is the invoice.
Customer Answer
Date: 10/19/2022

Complaint: 18221991

I am rejecting this response because: Um no. It was approved by the insurance company till the 22nd. You can charge the insurance company the extra amount. That is an unauthorized transaction. I did not approve of that being charged to my card. If I need to I will file a report with my bank and my local police department refund my money that you stole from me

Sincerely,

*************************
Initial Complaint
Date:10/13/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booking Ref J6564802306 (Case No 06738204)Booking made 28 Jan 2021, rental commenced 16 June 2022 Rental of car ***** June 2022 Paid for booking through ** website 28 January 2021. Due to system fault on ***************** Airport computer system, booking deleted & manually re-entered. Originally paid ****** (28 Jan 2021). Due to system fault, then had ****** taken from credit card. Been seeking refund of the ****** since.28 Jan '21 Paid Hertz ****** (J6564802306) using Amex credit card 16 Jun '22 Uplifted keys. Provided my Amex card. System froze, hire deleted & manually entered. I used Creation Credit Card. Told payment would be taken from account, but would be cancelled. Couple of days later, saw 800+ taken from Amex and refunded couple of days later.30 Jun 2022 - ****** taken from Creation account 7 Jul 2022 Checking Creation account, and found ****** taken from account by Hertz. Contacted Hertz.Numerous phone calls and emails sent since. Hertz ** contacted Hertz ***, no response. Received refund of ****** on 21 Aug. Now no response from Hertz **. Emailed Hertz *** 30 Sep, still no response. Have more details & emails re all communications. Seeking refund plus compensation.
Business Response
Date: 10/14/2022
BBB Case 18209869
Res No: J6564802306

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

I apologize for the difficulties you experienced. I am having trouble locating your rental. Were you able to pick up the vehicle? If so, could you please provide your 9-digit Rental Agreement number?

Thank you for contacting us.
Customer Answer
Date: 10/14/2022
I collected the car on 16 June at ***************** Airport. I don't have any reference numbers, apart from my original one from 2021. I presented my credit card and then the system hung. The member of staff had to phone someone, who had to delete my booking. The member of staff then had to manually enter my booking details. I then paid with another credit card I use when travelling abroad. As I was informed,an amount was charged against that card, and a couple of days later, refunded.
After checking my credit card account on 7 July, I found Hertz had taken another payment on 30 June, as you can see on one of the attachments I sent previously. There is no reference shown against it.
Business Response
Date: 10/17/2022
BBB Case 18209869
Res No: J6564802306

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

Where you provided any receipt during or since the time of pickup or dropoff?

Thank you for contacting us.
Customer Answer
Date: 10/18/2022

Complaint: 18209869

I am rejecting this response because:

In response to the latest question from Hertz, I do not have any receipt or any other paperwork for this transaction. As I've said every time, I booked the car hire through the Hertz ** website. I turned up at the Airport branch and produced my Amex card as expected. Only then did the computer system hang. When the member of staff couldn't resolve the problem, I was left waiting (after a very long flight with young children, with autism) while she phoned someone to help her resolve the problem. The person then deleted my whole hire agreement. The member of staff then re-entered all my details again. As I was then carrying out a transaction that would incur foreign currency transaction fees, I utilised another credit card. I was then informed that I would see an amount being taken from the credit card, but this would be refunded. A couple of days later I saw the amount taken from my credit card, and a few days later I noticed it had been removed from my credit card account. The figure, if I recall correctly, was over 800.
Days after returning home, I was checking the credit card account that I had used, and found a new amount had been taken from my account. I have been trying since then (getting nowhere and getting the runaround) to recover this amount, since Hertz already had payment for the hire since January 2021. One comment I had as a result of my many communications with Hertz **, was the fact that they had given Hertz *** 24 hours to come back with an answer. This apparently didn't happen. Eventually, Hertz **, without even telling me so, refunded the fee I had paid them in January 2021. This meant that the cost of the hire car was over 200 more than I'd originally paid, during which time, Hertz had my payment, and then the additional payment!
I am fed up repeating myself and jumping through hoops. I have provided all the information you should require, and do not understand why you are having any problem rectifying your mistake. Surely your computer systems can reveal that I'm telling the truth, and Hertz have badly let down a customer. If you can't, then all I can assume is someone at Hertz *** has stolen my money.
I am now giving you 1 week to provide me with the refund of the difference between what I paid in January 2021 and what you took illegally from my account in June, and provide compensation for all the time and effort I've taken to sort this out, along with VERY poor customer service. If you fail to do so (and I believe I've been very patient so far), I will take matters further. The amount of money may not be much to Hertz, but to an individual, in the current financial climate, it is... especially as it is MY money.

Sincerely,

*****************************
Customer Answer
Date: 10/20/2022

Complaint: 18209869

I am rejecting this response because:
Further to my last message emailed to you regarding the message sent from
Hertz on 17 October, I have not received any response from Hertz.
For further clarification, if for some reason they state they haven't
received my reply, I did not receive any further paperwork or reference
numbers at ***************** airport branch, as they just had my booking
deleted and re-entered manually. I am surprised that I am being asked such
questions, as I would expect everything the would need to know to be on
their (and tHertz **) computer systems. I can't see a payment being taken
off my credit card account (which shows clearly it was taken by Hertz)
without there being some record on their systems. As someone who previously
worked in IT, and helped design a computer system, I am aware of the legal
obligation placed on companies to have fully auditable records showing any
amendments to computer records. With this in mind, I am unclear why neither
Hertz ** or Hertz *** can resolve this issue. It should not take over 3
months, without any resolution. I would appreciate a quick response from
Hertz, in order I can decide on the next action I take against them.

Sincerely,

*****************************
Business Response
Date: 10/27/2022
BBB Complaint ID: ********
RA# U28018524

Thank you for following up with us. We appreciate this opportunity to address your concerns.
I sincerely apologize for the experience you had and the inconvenience this has caused. We will process a refund in the amount of $272.34 USD for the difference between the amount you prepaid and the amount you were billed. However, we first need to obtain your credit card information so we can process this refund. Therefore, please contact Hertz ************** at **************** and provide your Hertz case number (********) and credit card information.
Customer Answer
Date: 10/27/2022

Complaint: 18209869

I am rejecting this response because:
despite it repaying the extra amount charged to my credit card, Hertz had my original payment from January 2021, and then the additional payment from the end of June 2022. Despite Hertz ** refunding the original cost, Hertz as a company still held further money of mine (namely 224.83).
In order to legally obtain a refund of the monies illegally taken from my credit card, I have spent hours phoning and emailing Hertz in order to get a full refund. I must have spent at least 40 hours doing so. Furthermore, there has been the frustration, anger, concern and upset caused by the time wasted by Hertz, along with having to repeat myself continually, which could have been avoided to a large degree if Hertz would just check their computer system. If I was billing someone for the time I've wasted, Hertz would be looking at a bill for at least 800!!!!
I feel that with everything combined, Hertz should also make a goodwill payment to compensate for the poor customer service I have received. Once you make me a suitable offer, let me know why you can't just obtain my credit card details from my booking? Again,you are showing that either your computer system is extremely poor, or you are just lazy! This may sound harsh,but how would you feel if a company took your money,and gave you the runaround for months when you asked for it to be returned?

Sincerely,

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

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