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.
1,721 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:10/11/2022
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.
I rented a vehicle from the Hertz counter at ************** airport o/a April 12, 2022. The rental agreement no: *********. Approximately 3 hours from the pick up time and while I was on the interstate highway the vehicle caught on fire. I was traveling with my disabled mother who is wheel chair bound and two small toddlers. The car left us stranded in the middle of farm land Indiana. I called Hertz road assistance. They indicated assistance would be dispatched immediately. After 4 to 5 hours of waiting for assistance (since we were in the middle of farms and the next town was many miles away), I was told that road side assistance could not arrive so we needed to call the highway patrol for assistance. We were finally picked up by the police late in the evening and driven to the next town. It was close to 10pm so everything was closed. The closes Hertz office was far plus it was closed. We were left at a ********* to figure out assistance. It took several hours to find an available Uber/Lyft to transport us to lodging. By now it was close to midnight. The Lyft driver was incoherent and seemed under the influence. I asked to be dropped off at the nearest hotel with my disabled mother and two small children. The next day I took a Lyft to another Hertz location to hopefully get a safe, functioning vehicle. I was told that my bill would be adjusted since the car caught on fire. Instead, I was billed for the full amount. I filed a dispute with my credit card -- ***************** Hertz did not respond so Amex gave me a credit. I am now getting invoices directly from Hertz and threatening to report to the credit bureau. I have called Hertz on numerous occasions to resolve this issue. I called on 9/5, 9/9, 9/21, 10/9 and so-on. I have spoken with ******, ******, ******, *******, etc. at Hertz to no avail. I am concerned that Hertz will report this to the credit bureau. I would like assistance in resolving this issue as soon as possible. Thank you!
Business Response
Date: 10/13/2022
BBB Complaint ID: ********
Our File Number: 15775731
Hertz Rental Record: RR# 525635725
Hertz Prepaid Voucher: RA# *********

This is in response to ***********************, thank you for allowing me to address your concerns. I want to take this time to apologize for your experience. We always want to provide quality vehicles at every interaction. We would never knowingly provide a vehicle that is not considered road-worthy. According to our notes you have disputed this charge with your bank for both the prepaid amount for the rental as well as the optional services elected at the counter. We are unable to adjust any invoice that has an active dispute on it as previously advised when you contacted us. The outstanding balance needs to be paid in full for consideration of adjustment to this contract. Your rental was noted that you experienced mechanical issues and was provided lodging and a replacement vehicle. This was the grounds for denying a full refund for your rental total. We always want to provide compensation when warranted. In this instance it was determined that proper procedure was followed when you were provided lodging, transportation to obtain an exchange vehicle and continue your journey. Additional compensation is not warranted and you currently have an outstanding balance of $681.18. Please contact our Billing team to make a payment to satisfy this amount so that adverse action is not taken within in our organization to restrict your driving privileges. Thank you again for allowing me to clarify this matter.

Kind Regards
Initial Complaint
Date:10/11/2022
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.
H18529416 I put the key in the dropbox on Thursday night, October 06 2022. Despite this, Hertz charged me for an additional day!! I was advised by staff that I could put it in the drop box after hours and I would NOT be charged for an additional day.I called billing and was advised they would refund me for the additional day, HOWEVER, they said they couldn't reduce the number of days reduced which is important when State Farm only covers so many days.Hertz NEEDS to fix the contract to reflect that I only had it October 3 to 6.Furthermore, the staff needs to be notified not to make this mistake with others.Additionally, I've rented from this location 3 times in the past month using State Farm. Two of the three vehicles smelled like cigarettes. The last one was very dirty on the outside.
Business Response
Date: 10/12/2022
BBB Complaint ID: ********
Our File Number: 15775722
Hertz Rental Record: H18529416

This is in response to *************************, thank you for allowing me to address your concerns with additional time on your contract after the vehicle was returned after hours. According to our records your rental time frame began on 10/04/22 and ended on the morning of 10/07/22 when the location closed the contract after arriving to reopen the location. Additionally, I can confirm a refund was previously processed, please see invoice with the credit of $23.89 sent back to the card used to pay for the rental on 10/11/22; please allow 7 business days for reflection. We always want to provide accurate billing as we use that information to provide a stance in the matter. Unfortunately, we must respectfully decline your request for the date change on the rental record as we are unable to amend the legal document. Please see the attached documents for your review and records.
Thank you again for allowing me to assist as we take your concerns seriously.

Kind Regards,
Customer Answer
Date: 10/12/2022

Complaint: 18196421

I am rejecting this response because:
I was advised by your employee that if one returned a vehicle after business hours, it would NOT count for an additional day. Nevertheless, I was not only charged for an additional day but you are treating the rental as FOUR days despite it being only three.
Fix the contract and train your employees not to falsely charge clients.

Sincerely,

*************************
Business Response
Date: 10/14/2022
Complaint ID: ********
********************** RR#: H18529416
We apologize for any inconvenience caused; however, we are unable to alter a rental invoice pick-up date after the rental has taken place.
Initial Complaint
Date:10/11/2022
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.
While in my honeymoon in ****** we rented a car from Hertz as I was a gold member. At the time of rental they did not have many options. When we arrived I inquired about an upgrade. We were upgraded to a jeep and informed of any additional charges. When we were told the jeep was going to be more expensive I inquired about switching payment methods from my **** to my discover. I was told my payment method could be switched online and that upon pick up I would need to inform the gentleman at the checkout kiosk. I inquired with him, he seemed confused at first but told me it wouldnt be a problem. Upon return of the vehicle I received two separate receipts. One for the original vehicle for about $500 and one for the jeep for about $1000. My original **** on file was charged not my discover I requested. I checked my email and my hertz account several times worried there may have been a mistake but I never received any communication. There was nothing on my hertz account indicating hertz had any issues. I also did not receive a phone call or an email. Until now it is October and I am receiving calls from a debt collector called ****** services that doesnt leave me a voicemail to indicate what they may be calling about. They tell me that I am on a rental suspension list with no communication from hertz whatsoever. When I call hertz they claim to have sent me 2 emails in September that I have absolutely not received. I continue to get promotional emails, no errors on my hertz profile, I even get monthly statements with no indication that anything was wrong. I didnt even get so much as a bill in the mail. I updated my card online while I was in ******, there is no reason for this mistake and no excuse as to why I wasnt contacted sooner by hertz themselves. They state they escalated my case I dont understand how I can be escalated when I had no idea there was a problem.
Business Response
Date: 10/12/2022
Complaint ID: ********
RR#: 586882155

I apologize for any misunderstanding regarding your request to have the charges put on a different credit card at the time of return. A review of our records indicates only a **** card was entered on this rental. The total was $1047.87, however only $546.00 was collected which resulted in a balance due of $501.87. Our records indicate balance due invoices to request payments were mailed to your address on La Canada Drive on the dates of 08/06/22 and 09/03/22. When payment was never received the balance was sent to collections. Due to this the balance must be paid directly to Viking. When the payment is made your rental privileges will be reinstated.
Customer Answer
Date: 10/12/2022

Complaint: 18181756

I am rejecting this response because:
The home address was updated as well as my payment card on June 13. My rental period was June 12-June 19. I updated the information before any final charges were assessed and made primary. These supposed letters sent 3 months after the fact were never received.

Sincerely,

*************************
Business Response
Date: 10/18/2022
Complaint ID: ********
RR#: 586882155
The address on file on your rental shows as the previously provided mailing address. We show the mailing address was updated on your account on 06/13/22, after the rental contract was opened in Kona on 06/12/22 which would not have updated your existing rental contract. We regret any frustration caused; however, our response and decision remains unchanged.
Customer Answer
Date: 10/18/2022

Complaint: 18181756

I am rejecting this response because:
I was explicitly told my the representative at the Kona location that I could update and change my information after my rental started. It is not my error, I completed everything I was instructed to at the time of rental. She did not update my personal information while I was at the desk with her processing my upgrade. Regardless, it Still does not explain why I was not promptly provided with a bill, and why it is almost 4 months after the fact that I am receiving any communication whatsoever aside from a letter that I never received. You had my phone number, my email, and my hertz account and not once was I provided timely information. It is unacceptable for any business. receiving a call from a collection agency is extremely disturbing when you have no idea why in the world they would be calling. When I asked to speak to a hertz representative I was told I was escalated. How can one be escalated without any preceding information. Hertz had all of my information on file to reach me and failed me as a consumer.

Sincerely,

*************************
Business Response
Date: 10/19/2022
Complaint No.: 18181756
Rental No.: 586882155

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

Thank you for allowing me the opportunity to review this matter.

I sincerely apologize for the inconveniences surrounding this issue. After careful investigation I can confirm that the amount due of $501.87 is a valid charge and has been sent to our *********************** Please contact Collections at ************ for further assistance.

While I understand this is not the outcome you were anticipating; we ask that you respect our findings on the matter as we consider it having been fully addressed

Thank you for contacting us.
Initial Complaint
Date:10/11/2022
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.
The Class of *** prepaid for on my Hertz rental reservation #K18500344B7 was not available. (The previous renter dropped the *** off and didn't leave the keys.) Hertz Manager (******) had to give me a smaller ***, which should have had a reduced rate. He said he would adjust the rate and it would be reflected when I returned the car. When I returned the car, it was not adjusted and ****** said he didn't know how to adjust the rate charged for the reservation. He called his manager, who said that they would send a $100 Hertz voucher to my home address to resolve the issue. Three months later, the voucher has never arrived. Repeated phone calls to the Hertz outlet ************** are only answered by voicemail with menu options and not by a human being. So I have not been able to resolve the issue directly with Hertz.
Business Response
Date: 10/12/2022
Complaint ID: ********
RR#: 650765500
I apologize your reserved vehicle class was not available for your rental and the compensation promised was never provided. We are mailing you a $100.00 rental certificate. Please allow up to 10 days for the certificate to arrive via postal mail.

Customer Answer
Date: 10/12/2022

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:10/11/2022
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 in the ************************* on July 31st 2022. I was charged on August 30th to my credit card for $50 'gas/automotive' despite filling up the gas tank completely before returning the vehicle. I assumed this was for tolls despite the fact that I paid most all of the tolls in cash at manned booths. This morning, October 8th, I received another charge to my car from Hertz for 'gas/automotive' of $52. I have not rented a car or done business with them since the July rental.
Business Response
Date: 10/12/2022
BBB Complaint ID: ********
Our File Number: 15775721
Hertz Rental Record: 659100536

This is in response to *********************. Thank you for allowing me the opportunity to address your concerns. According to our records, the charges in question are for tolls. Your bank may classify the charge and label it as mentioned however I can confirm it is for tolling services and the charges are correct. Please see rental agreement that makes mention of the billing process for tolls. This action may take 1-3 weeks to be processed after the rental is closed. The documents can also be accessed at www.platepass.com. Thank you again for allowing me to fully clarify this matter as we always want to provide accurate billing.

Kind Regards,
Initial Complaint
Date:10/10/2022
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 dont know whats been going on with Hertz but I will NEVER rent with them again. I was given a car with 65 miles until E, and I was overcharged when I was supposed to be given a *****. **************** did not want to help me whatsoever. Ive had enough of these rental companies trying to steal money from their customers just because things arent going well for them.
Business Response
Date: 10/11/2022
Complaint ID: ********
RR#: 962672211
Thank you for contacting us. We appreciate the opportunity to assist.
Please accept my sincere apology the vehicle provided was not full of fuel and the reserved class was not available. I understand that careful consideration is made when choosing the vehicle, you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles.
As a gesture of apology I have applied 950 gold points to your Hertz account to use towards a future rental.
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: 10/12/2022

Complaint: 18191517

I am rejecting this response because:
I did not ask for gold points. I will not be renting with Hertz ever again. The service was extremely unsatisfactory and its an insult to injury trying to give me gold points to shut me up. I want my money back. I want a refund for my rental in the amount of $141.74 to original payment method.
Sincerely,

***************************
Business Response
Date: 10/13/2022
Complaint ID: ********
RR#: 962672211
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.
Initial Complaint
Date:10/10/2022
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 rented a car from Hertz on 10/7 with the rental through 10/10. The rental agreement number is *********. The car was stolen on 10/7 when someone broke into our VRBO vacation rental. The police were there and a police report was filed (case number ************). I have called Hertz and was told I need to speak to the local office. I have tried to call the local office over 50 times over 3 days and no one answers the phone. When asking for a representative it takes you to Hertz Global which then I get a representative who tells me that I need to reach out to the local office. Basically I am unable to reach the local office to discuss resolution of the case.
Business Response
Date: 10/13/2022
Complaint ID: ********
RR#: 961668116

Thank you for contacting us. We appreciate the opportunity to assist.
I apologize for the difficulties you experienced trying to reach ******************* office.
A review of our records indicates the rental is closed. Attached is your invoice.
Customer Answer
Date: 10/13/2022

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:10/10/2022
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 rented a vehicle from 09/27/22 - 10/06/22. Gold Member #******** Record#******** Confirmation#K25230652D2. I rented an SUV so that my other family visiting from out of country and my parents could ride in my rental vehicle. In doing so my parents paid for the fuel. The only fuel I ended up paying for was right before returning the vehicle I stopped at a Circle K convenience store and purchased fuel at $4.99 a gallon for a total of $34.30 to ensure the tank was completely full upon returning the vehicle. I dropped the vehicle off 6hrs early at 9:07am. The attendant checked everything over and said I'd get my final receipt emailed to me. I unloaded mine and my daughter's luggage and proceeded to the airport shuttle. Not until I was going through airport security did I get my receipt where it showed I was billed $413.82 in fuel charges due to the attendant falsely claiming I had returned the vehicle with an empty tank.
Business Response
Date: 10/24/2022
BBB CASE#: 18184346
Hertz RR#: 917047051

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

I apologize for any inconvenience experienced. A review of our records confirms a credit in the amount of $368.64 for the fuel fee charged was issued on 10/14/2022. 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.
Customer Answer
Date: 10/24/2022

Complaint: 18184346

I am rejecting this response because:
This is not the total amount that was charged to my credit card by Hertz in fuel fees after returning the vehicle with a full tank. I was charged an additional $413.82 in fuel fees & surcharges. I had already prepaid $883.75 in surcharges and rental fees and was only estimated to be charged $4.22 upon returning. I request that the remaining $41.18 amount be refunded back to my credit card.

Sincerely,

Ceyzanne *******
Business Response
Date: 10/26/2022
Complaint ID: ********
RR#: 917047051

I apologize the refund for the fuel was not properly processed. I have issued an additional refund of $40.96 to your credit card. Please allow up to 7 business days for the credit to post to your account.
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.

Sincerely,

Ceyzanne *******
Initial Complaint
Date:10/10/2022
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 rented a vehicle from Hertz at **************************** around 12:30pm on Friday, July 15th. As agreed, I returned it to their secure car return lot around 9:30pm on the same day with a full gas tank. On Sunday, July 17th, I received an emailed bill. I saved the email but didn't open the attachment, so I wasn't aware of erroneous charges until July 29th, when I received an emailed Hertz Toll Receipt showing numerous toll charges. I looked at the original bill. After I filled up and returned the vehicle on July 15, 2022, it appears that an individual, possibly an employee, took the rental car out of the Hertz car return lot and continued to drive it throughout the weekend. I suspect it was an employee since a non-employee would have been required to produce identification with matching rental car paperwork before leaving the lot. The emailed Hertz receipt indicated the vehicle was finally returned to the Hertz location on Sunday, July 17, 2022; I had left ******** on Saturday, July 16, 2022, and I am not responsible for any charges after I returned it on Friday, July 15, 2022, at approximately 9:30 PM. I reached out to Hertz on July 29th through their text messaging system. An agent responded and said that my issue would be investigated. I messaged multiple times in August and they said that I should wait while they investigated for me. Suspicious about the delay by late August, I contacted my credit card company and asked them to withhold paying Hertz for the fraudulent amount of $253.82, and to only pay them the $82.88 that matched my original quote. After the credit card company ruled in my favor, I received a mailed Hertz invoice dated September 9, 2022; it directed I pay the remaining $253.82 or they would pursue collections. There was never any closure through their text message system. I emailed Hertz my response disputing the charges twice and have had no response; over the phone, Hertz customer service refuses to reply to my response via email.
Business Response
Date: 10/24/2022
BBB Case #: 18184850
Hertz RR#: 651934511

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

I sincerely apologize for the inconvenience this has caused you. I have issued a credit in the amount of $232.94 for the 2 extra days you were charged. This has been processed back to the credit card on your account. Please allow 5-7 business days for processing.

I have also reached out to our partners with PlatePass/Verra Mobility and requested that they make the proper adjustment to the toll fees you were charged. If you have further questions on that refund, we would advise for you to contact PlatePass directly at ************* as we do not have access to their billing system to make the adjustment. Please allow them some time for processing as I just submitted the request today.

Additionally, I have added 950 points into your Gold account. Please utilize these for a free day of rent on a future reservation on us.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/30/2022

Complaint: 18184850

I am rejecting this response because:
I appreciate that Hertz wants to correct the error and refund my card. I think we are close to moving past this. However, I do not understand how they came up with an amount that is ~$20 less than the amount that they are still invoicing me for. The total refund should be $253.82. I should ask for the entire cost of the rental (the fraudulent amount and the rental agreement amount of $82.88, which I paid) to be refunded for the amount of work this is causing me, but I am only asking for the extra two days to be refunded and somehow Hertz came up with a smaller number than I did. Please make the refund amount $253.82 and we can move on!
Sincerely,

***********************
Business Response
Date: 10/31/2022
BBB Case 18184850
RA No: 651934511

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

I was able to issue the remaining refund of $20.88 to the card on file, making your total refund $253.82 for this rental. Please allow up to 10 business days for the funds to post.

Thank you for contacting us.
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:10/10/2022
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 rented my car out and returned it with a full tank on November 6, 2021. They charged me ***** for not returning the gas tank full several weeks after the fact. I kept calling them trying to fix it but their staff is outsourced and I was promised to take the charge off but they didn't and sent my gas to collections. I then had to pay it because they just wouldn't listen. I emailed them my receipt and no response. I keep getting promised a refund and they never do anything. They totally ripped me off and I have hard proof to the contrary. Their own receipt says I returned it full. They always cancelled my Gold Plus Hertz awards members ship and I had something to the effect of two days of car rental points added up. I never been treated this poorly as a consumer.
Business Response
Date: 10/18/2022
Complaint ID: ********
Thanks for contacting us.
However after further review, no compensation is warranted at this time.

Customer Answer
Date: 10/18/2022

Complaint: 18184622

I am rejecting this response because: Hertz provided no explanation as to why it was denying me my claim. I provided proof that should be in their own records that I returned my car with gas full. They falsely arrest their other customers and they steal from others like me. See the LA Times article below. I am owed ***** plus renewal of gold membership. Those are my damages. I am not asking for much and it's the right thing to do. They have promised over the phone multiple times to repay me with no follow through. Their customer service is atrocious. They keep promising that someone will call me back but they never do.
https://www.latimes.com/business/story/2022-06-21/hertz-makes-settlement-offers-false-arrest-lawsuits

Sincerely,

***********************
Business Response
Date: 10/19/2022
Complaint No.:18184622
Rental No.: 174530075

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

Thank you for allowing me the opportunity to further review this matter.

I sincerely apologize for the inconvenience surrounding this issue. As a gesture of our good will, I would like to process a refund in the amount $97.82. Due to this rental being archived I would need you to contact **************** at ************, with your credit card information for the refund to be processed. Please reference Case No.******** when calling.

I sincerely regret your rental experience with Hertz and that we did not meet with the high standards of service we strive to maintain. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards

Thank you for contacting us.
Customer Answer
Date: 10/25/2022

Complaint: 18184622

I am rejecting this response because: **************** does not follow through with my requests. As I previously noted, they tell me I will get a refund and they don't follow through. I tried again with this reference number but again no response. I will need to be able to bypass customer service and speak to corporate directly because they do not follow through with my request. Alternatively, I could have a check sent to me in the amount $97.82 specified. But going through customer service is useless. They don't do anything. I would also request to have my Gold membership reactivated with my points.
Again, I was promised many times that I would get a refund and it never happened. Thank you for your understanding.

Sincerely,

***********************
Business Response
Date: 11/15/2022
BBB Complaint: ********
RR# *********
This is in response to ************************
We apologize for the inconvenience this caused. Please contact us directly at ************ and reference case ******** to provide your credit card information so that we may process the credit of $97.82.

Please know that we take each of our customers concerns seriously, please do not hesitate to reach us directly for future inquiries.Thank you for contacting us.

Thank you for contacting us.
Customer Answer
Date: 11/21/2022

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. But I would add that my Gold Membership should also be reinstated as it was wrongfully terminated. I had a decent amount of points on it.

Sincerely,

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

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Hertz is NOT a BBB Accredited Business.