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.
1,723 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:10/04/2022
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.
Coming from a 2 year deployment overseas, myself, my wife, and our two daughters arrived at midnight to Hertz Car Rental - ********************************* (LAX) located on ***************** and were denied our reserved rental vehicle. Our confirmation number was K0173385336. At that time our daughters were aged 1 and the other was 3 months old. When approaching the counter the Hertz representative named *** asked for my reservation number, drivers license, and credit card I would be using to pay. After giving all of those to him I also handed him my military orders to waive the underage rental requirement and requested that my wife be added as a co-driver. He then asked to see her license in which she got up from the seating area and made her way to the counter. *** looked at her license and back at her and visibly shook his head and muttered derogatory words towards my wife when he saw her ethnicity and did not proceed to add her as a codriver of the vehicle nor move to obtain my reservation even after verifying her license. I then asked to speak to the manager after the blatantly rude actions of the representative and was told that he would, say the same thing when the night manager ***** approached us at the counter he asked what was going on. At this time *** leaned over to ****** ear and had a separate conversation with him of who knows what, and after said he would not give us the rental due to age restrictions. When I asked if there was any other way to get my reserved vehicle I was told I can try again in the morning when the next manager comes on shift whose name was *****. Up to this point I had already presented my active duty military orders and I spoke with HERTZ REP# **** ****** on which I was told I would have no problem with renting the vehicle. Due to character count, I cannot describe another incident that happened the day after when I received another rental vehicle from them, Rental agreement #*********
Business Response
Date: 10/10/2022
Complaint ID: ********
RR#: 382712061
Thank you for contacting us. We appreciate the opportunity to respond.
At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured the appropriate Hertz management will be sent a copy of your comments for their review and corrective action.
In regards to your charges please be advised a review of our records indicates your reservation was not booked using the corporate discount for Government Official Travel. To receive the benefits of this account the reservation has to be booked with the appropriate corporate discount number. Considering this we must respectfully decline your request for a refund.

Customer Answer
Date: 10/11/2022
Complaint: 18157667

Thanks for the response, unfortunately I was unable to dive further into detail as there was a character limit as to how much I could send via initial input. I will rehash what was already said but include further relevant details that justify why my requests are reasonable. I am rejecting this response because: On January 31st of this year during a family trip to ********** coming from a 2 year deployment overseas, myself, my wife, and our two daughters arrived at midnight to Hertz Car Rental - ********************************* (***) located on ***************** and were denied our reserved rental vehicle. Our confirmation number was K0173385336. At that time our daughters were aged 1 and the other was 3 months old. When approaching the counter the Hertz representative named *** asked for my reservation number, drivers license, and credit card I would be using to pay. After giving all of those to him I also handed him my military orders to waive the underage rental requirement and requested that my wife be added as a co-driver. He then asked to see her license in which she got up from the seating area and made her way to the counter. *** looked at her license and back at her and visibly shook his head and muttered derogatory words towards my wife when he saw her ethnicity and did not proceed to add her as a codriver of the vehicle nor move to obtain my reservation even after verifying her license. I then asked to speak to the manager after the blatantly rude actions of the representative and was told that he would, say the same thing when the night manager ***** approached us at the counter he asked what was going on. At this time *** leaned over to ****** ear and had a separate conversation with him of who knows what, and after said he would not give us the rental due to age restrictions. When I asked if there was any other way to get my reserved vehicle I was told I can try again in the morning when the next manager comes on shift whose name was *****. Up to this point I had already presented my active duty military orders and confirmed with multiple hertz corporate calls that I would have no problem renting the vehicle with my age because of its vehicle class. On one such call I spoke with HERTZ REP# **** ****** on which I was told I would have no problem with renting the vehicle as the driving restriction waiver was within policy provided I show my military orders though I would have to pay a little higher of a rate. After having no clear reasoning with the Hertz counter and to not keep my wife and kids up later for no good reason and to get some food in our stomachs since we had been flying to come back to the **** for 12+ hours I had to go to the Thrifty counter to reserve a vehicle. The Thrifty customers had all seen and heard what was going on and allowed my wife, kids, and I to get to the front of the line. Thankfully, ******* still had availability on a suitable vehicle to fit my family and our luggage, if not we would have been stuck at that location for hours until I could have pieced together a way to go to my families residence that was a two hour drive away. The next day I returned my vehicle from Thrifty at the ***************************** location and proceeded to rent a van through the hertz location there and had a much better customer service interaction with the representative. After review of my reservation to see if it was still available, ***** added the comment that I was military and disrespectful and rude when I was denied my reserved vehicle. When we walked to the car lot at the ******* location we were given a van that claimed to have been cleaned to the hertz gold standard, when I opened the vehicle door and broke the sticker seal the smell of cigarette smoke wafted from the inside, again having my two daughters this was not something suitable for us but having going back to the customer service desk I was assured that the van that we currently were given was the best option in comparison to the others. Having no other choice coming from the Hertz representative, I filled out the discrepancy form and went on our way as we needed transportation for our stay in ********** and the other rental companies ****************** and Budget) didnt have availability. I still have all rental receipts, emails, pictures, and videos from the rental. After the customer service and further discrepancy with a vehicle being claimed to have been cleaned to the gold standard I believe after paying the price I did (a total of ********) and not receiving what was advertised and reserved I should receive compensation back. A simple ozone machine could have fixed the smell of smoke odor within the vehicle in a few hours. A $400 smoke odor fee is applied as shown on the reverse side of the inspection form which I have attached titled as the "Damage Cost Information" which would look to mean it is not cleaned for the next customer. Not only that, but being denied a vehicle with my wife our 3 month old and 1 year old daughter at midnight when there is no other feasible transportation at that time including car seats adding the non-availability of stores selling baby formula and diapers within walking distance and considering that we had gotten the green light from corporate reps stating there would be no issue. Adding on top of the sheer luck that ******* had availability that same night to accommodate a family of four, with 6 bags of luggage. To top it all off after having to have budgeted to enjoy the trip and having gone massively over budget due to being denied a reservation from what clearly the Hertz employees left it at her ethnicity. Given all of this into consideration I stand firm with my requests.

Sincerely,

***********************************
Business Response
Date: 11/16/2022
BBB complaint: 18157667
RR# *********
This is in response to ************************************
I regret any misunderstanding regarding the charges billed to your **********, ** rental on January 31st, 2022. I am especially concerned that you believe you were treated in a discriminatory manger.Hertz has a long-standing very strict policy of non-discrimination, and our employees are aware that discrimination of any kind will not be tolerated.

Upon receiving your query, we immediately reached out to the General manager in ***********, for an internal investigation and no evidence of discrimination was found. Per our review youre the attached Signed Rental Agreement, I do not show you were billed for an additional driver fee.

As stated previously, our records indicate that your Government Corporate discount was not applied prior to pick-up. Regrettably,Per the terms and conditions of the corporate discount policy, the corporate discount code must be applied prior to pick up as we are unable to retroactively apply the discount at the counter or after a return. *********.

Based on the thorough review of your Signed Rental agreement and final invoice attached, we confirmed that you were not billed for a smoking fee and all charges bee is correct. With this in mind, we respectfully decline your request for a refund as it is not possible.

While I understand this is not the outcome you were anticipating, we ask that respect our final decision on the matter as we consider it fully addressed.

Thank you for contacting us.
Initial Complaint
Date:10/04/2022
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 had frustration with your service. I disagree with your billing because I called to customer service and they said $360 for towing service and lost key fees. Why is additional to $180.00? Went to counter for exchange the car and $140 for towing but not $255
Business Response
Date: 10/10/2022
Complaint No.: ********
Rental Record No.: 918162954

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

Thank you for allowing us the opportunity to address your concerns.

I regret the confusion surrounding the charges on your final bill.After thorough review I have processed an adjustment in the amount of $85.00, honoring the tow charge of $140.00. The current balance on your account is now $844.87.Please contact our **************** team at ************ to make a payment.

Thank you for contacting us.

Customer Answer
Date: 10/10/2022

Complaint: 18162901

I am rejecting this response because unfair and disagreed with your offer for that charged it. I would like to refund my money back I requested and I will no more with your service in the future. I disappointed and my experience was bad terrible service and confusion price before.

Sincerely,

*************************
Initial Complaint
Date:10/04/2022
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 often rent from hertz as I have a five star gold membership with them and am also apart of the presidential circle. On 9/16 I rented a vehicle for three days from hertz in ************* ** because my vehicle was being repaired. One hour after I rented the vehicle I got news that my vehicle was ready. I then called ****** at hertz with whom I have built a friendly relationship. ****** told me to return the vehicle and he would me charge only for one day. When I called the next day his supervisor told me that because I had prepayed for the vehicle, which is what I always do. I had to contact hertz main office. When I called hertz I spoke with a person who gave me the name ********** number ****. She seem uncaring and unwilling to resolve the situation but also refused to transfer me to a supervisor. I had never experience this behavior with any hertz employee in all the years I have been with them. I have the receipt from ****** stating that my rental was only for one day. I need resolution to this situation. Rental record number *********
Business Response
Date: 10/06/2022
Tell us whComplaint No.: 18161519
Reservation No.: 911805694

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

Thank you for contacting us regarding this matter.

I sincerely apologize for the confusion regarding your charges billed for this rental. After thorough investigation I have processed a refund in the amount of $63.54 to refund two days of your prepaid rental. Please allow 5-7 business days for funds to post back to your account.

Thank you for being a valued Hertz customer, we look forward to seeing you on your future travels. Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to address your concerns.

Thank you for contacting us.

Customer Answer
Date: 10/07/2022

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:10/04/2022
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.
Date: 9/18/22 Hertz Rental that had to be cancelled: K2482873437 - $344.94 Hertz Rental that had to be made due to no service provided in Brooklyn: 912813300 - $485.80 Issue: This rental location was open from 9am-12pm on Sunday 9/18. I arrived at 915am to find 4 customers already waiting in front of me with no one working at the desk. I waited for 45 minutes and not one of us got a car. I had to run across town 2 miles with no car to attend my niece's baptism. The guy that finally showed up at the counter told me if I was back by noon that I would have a car. I ran back across town 2 miles and the same 4 customers were still there waiting. He had 5 sets of keys sitting on the counter and claimed that the system was down and could not give us one. Apparently this issue had been going on since Friday per the customers that were returning their cars. I then had to change my reservation to *********** to pick up a car. I want my Uber fee refunded and believe I should be entitled to a refund to some or all of the car rental fee. I am a long time customer of ********************** and have never been so infuriated. The location was Hertz Car Rental, ****************************************************. My Hertz Reward Numbers is ********. I am a gold member. I have attached texts trying to talk to Hertz, but they keep pushing me off or ignoring me.
Business Response
Date: 10/06/2022
Complaint No.: 18160274
Rental Record No.: 919015996

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

Thank you for contacting us regarding this matter.

I sincerely apologize for the inconvenience surrounding this rental experience. I do realize the negative impact this could have had on your plans required for this rental reservation. As a gesture of our goodwill, I will be refunding your rental in the amount of $59.07, please allow 5-7 business days for funds to post back to your account.

We take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

Thank you for contacting us.
Initial Complaint
Date:10/03/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hertz Rental: L60655976 I rented a car from Hertz in *****, ** in July. Due to air travel issues I had to return the car to ******************** in ******* instead of *****. Even though I called and tried to communicate with Hertz (corporate & local) they gouged me and charged me $500 more then even their current costs of 1-way rentals. I tried to communicate with the location to get an understanding why this was the case. They said it was the cost they incurred but they would not prove it to me. I have attached all of the correspondence. At this point I have paid the amount requested by Hertz but I still believe they took advantage of me and have been unwilling to have any further conversation on the costs.
Business Response
Date: 10/13/2022
Complaint ID: ********
RR#: L60655976
Upon receiving the complaint we reached out to our licensee team for *****, **. Below is their response.

At the time of **************** rental,there was no indication that she wanted to drop off anywhere else. At that particular time in July there was not availability for reservations going one way to different cities. Our one-way reservations were turned off due to the dearth of fleet which every car rental company was experiencing in July in ***** **. She did not inform **, by phone, email, or otherwise, to a change of plans in her travel. We had to find the vehicle ourselves when her contract became past due. When we finally reached **************, she was indifferent about dropping the vehicle off at a different location other than *****. She did tell ** that it was our problem not hers. However, we did inform her how much the drop off fee would be. She then proceeded to express that she understood there would be a drop off fee for returning to a different location.We believed the matter to be closed after that.

Based on the above information we stand behind the licensee and can confirm you were correctly charged, therefore no adjustment is warranted.
Initial Complaint
Date:10/03/2022
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.
Attached pdf shows the situation and how when it wasn't resolved & Hertz did not respond to us, we filed a complaint with our credit card. According the ***** ************ Hertz did not respond to any of their inquiries or to the charge complaint. At that time **** gave us the refund and closed the case. If Hertz wants to try and recoup this charge, which is not right, but still... they need to work with *****, who credited the amount. They are harassing us with repeated invoices, and this is a bank to bank matter at this time. Attached pdf is the explanation we sent before, made a call again today, and they're refusing to leave us alone.
Business Response
Date: 10/06/2022
Complaint ID: ********
RR#: 002460010
Thank you for contacting us. Per the terms and conditions of your prepaid rental there is no refund given for an early return.
Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. Therefore you are responsible for payment of $156.00.
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: 10/07/2022

Complaint: 18154340

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 10/07/2022
When we called local branch, and then again corporate customer service, both told us refund would be processed, which is the only reason we returned the car early. BUT, this doesn't even matter at this point. When we got no refund, we opened a dispute through our credit card, CHASE ***** ***** followed up with Hertz for an explanation, and Hertz did not respond in any way. ***** sent them a letter stating that within a time period, if still no response, customer will get permanent credit and ********************** in not allowed to charge customer back for the credit. At this point, if Hertz wants to have any communication, charge anything, dispute anything, they need to contact *************** who issued the credit. This is a recorded dispute with ***** to which Hertz failed to respond.
Business Response
Date: 10/10/2022
Complaint No.: 18154340
Rental Record No.: 002460010

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

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

I sincerely apologize for the inconvenience this may have caused you. Regrettably,we are unable to reconstruct the conversation between our representative and yourself. Therefore, we must rely on the signed documentation indicating your acceptance of our Terms and conditions.

In accordance with the prepaid Terms and Conditions accepted at the time of booking, no refunds are warranted for early returns during the rental period. While I understand this is not the outcome you were anticipating; we ask that you respect our final decision on the matter as we consider it having been fully addressed. Further requests to revisit this matter will not be considered. Please know that we take all customer concerns very seriously and again I want to thank you for allowing me the opportunity to review this matter.

Thank you for contacting us.
Customer Answer
Date: 10/11/2022

Complaint: 18154340

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:10/03/2022
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.
I rented a car at Hertz(Contract number *********) on 7/18/22 and returned it on 7/31/22 at ************** Hertz counter around 11am, which was almost 3 hours before my fight. The receiving agent checked in the car and didn't find any damages at the time and told me nothing to sign and waived me off. It was a pleasant and quick hand over until 8/3/22. An email from Hertz came and claimed that the driver side of the passenger door was scratched and I was charged ****** euros. I emailed the Hertz agency and the Costumer Relations stating the facts that the car was accepted by the agent at the counter and no damage was found. It was out of my possession. Hertz had it after the checkin. The contract has ended by then. If any damages found, it wasn't caused by me. The damage report wasn't signed by me. The agent didn't produce the report to document the damage. I understand if I turn it in after hours, I'd acknowledge and accept any damages if Hertz finds any. However, I was at the counter at 11am with the agent who didn't notice any damages when I was there. Hertz can not use this predatory practice to squeeze money from a customer.Both ********************** Agency and *********************** at **************************************************************** stood by their predatory practice and refused to refund my money.
Business Response
Date: 10/06/2022
Complaint ID: ********
RR#: 411310130
I apologize for any dissatisfaction. Our Switzerland team has advised the damage was not pre-existing and was noted when you returned the vehicle. They have also indicated they have corresponded with you directly and provided all relevant documents. Considering this information we respectfully stand behind their decision.
Initial Complaint
Date:10/03/2022
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.
we rented a vehicle from *** - Hertz in ********* ** airport. While the vehicle was exceptional, there was an issue by the time we got to our destination. Once we got to the The **************, the power steering in the car no longer worked. The steering wheel would not move at all. We felt it unsafe for the valet to move the car not us to use the car anymore, especially in the mountains. We called Hertz at ***************** at the following numbers - On the agreement is shows ************- no one answers - called the number on the email agreement - ************ - no one answers but then a recording saying that you reached Top Quality Landscaping and Trees and the number is no longer in service. We called ***************** ***** Services and they gave us a different number of ************, but there was no answer. FRUSTRATING.... the car was stuck in valet in front of the Inn. We spent 3.5 hours on the phone with Hertz themselves and they could not find the reservation number of L28125274; we spoke to a number of agents: *******, Destiny S and a *************************. they could not provide any services to us because they were saying 'L' reservations are not part of corporate Hertz. So here we are stuck at the hotel and unable to get where we needed to. The next day we spoke with the concierge and they got in touch with someone, but I am not sure who, we received a call from ******* with Hertz and ************* came to get the car to return it back to them. Due to safety concerns in driving the car. We sent emails to ******************************* and to the complaint ********************************************** our complaint number is: ********... we still have not received a refund or a response from *** Hertz at *****************.
Business Response
Date: 10/07/2022
Complaint ID: ********
RR#: L28125274
Thank you for contacting us. We appreciate the opportunity to assist.
Please accept my sincere apology for any inconvenience you experienced. We reached out to our licensee in *********, ** and they extend their apology as well. They have advised they voided the rental and asked that your full prepaid amount be refunded as well. Therefore, I have processed a refund of $648.47 to your credit card. Please allow 10 - 14 days for the credit 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 review this matter.
Initial Complaint
Date:10/03/2022
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.
CAVLE07 ******* Vehicle 01298/4199014 date 08/24/2022-8/27/2022 I came in on August 24 and dropped my car off to the dealer and was told by my advisor ******************* that is would be more than a day to check this out and they did not have any loaner cars. I would have to go to Hertz. I went to the company @ **** and asked for a car and was told they would have something at 10. It was 10 and others were being assisted, and so I went back to the Dealer and the advisor came and asked about a car and they finally assisted me at ****. I received a vehicle and signed that I would pay out of pocket for the 4 days with Insurance and that amount was about $238. I signed and left. On August 26 I called the Dealership to check on the status and spoke with *** and was told that the car was still under warranty, so I called back on August 27 and spoke with ***** and was told that they(dealer) would now pick up the rental car cost. There was nothing I needed to do- He would let Hertz know to put the car rate under them now. I called myself and spoke with *** and asked was there any charge or anything I needed to resign or do. She said no. I called on Aug 30 and asked again about charges and resigning. I was told again nothing needed and there was no charge. I called on August 31 to request another vehicle, as this one was not supportive of my family size. I was told nothing at the moment to check back, so I called the Dealer Sept 1 and again on Sept 7 and also was transferred to HERTZ because I wanted to make sure I did not owe them any money. I called on Sept 16 and was told Hertz had no car today, but come in on Monday. I was charged $153 on Saturday, so I came to *********** HERTZ on Monday Sept 19 to switch vehicles. Every call I was told there was nothing needed to sign nor a charge. I turned in the rental on Sept 27 to find that I have a charge of $1019. I spoke with *** and was told to call CS and explain that no one told me of this charge. I was charged on Sept 28.
Business Response
Date: 10/06/2022
Complaint ID: ********
RR#: H17437685
Thank you for contacting us. I apologize for any misunderstanding regarding your charges. A review of our records indicates the rental rate was billed to the 3rd party, however the charge of $1019.66 is for the Loss Damage Waiver (***) insurance as accepted on your attached signed rental agreement (SRA). The *** is not covered by the 3rd party and is billed directly to you the customer.

Customer Answer
Date: 10/09/2022

Complaint: ******** I am rejecting this response because: I still do not believe this entire charge is correct.
I understand the response and the uploaded document. I am not saying that I do not owe your company a fee. I am just saying I do not agree with the amount. I signed for this rental from ***** @$29.99 for LDW. That is the amount I believe I should pay. I detailed all calls and visits and was never informed of any charges.
27 August *********** picked up the charge for rental only, I understand that. When I called to inform Hertz Bri or the change from me to them, I also asked if there were any new documents to sign and if there would be any additional charges. That was not misunderstanding on my part but lack of correct information and customer service on the office fault.
19 Sept I came into the office to switch out the car and inquire about a $153 dollar charge on my bank account and again asked for clarity of that charge and any other. The male said that was a hold charge that would be released and there was no other charges. AGAIN mis information or your office and employees part not misunderstanding!, He nor the lady sitting there listening at the time explained or even mentioned any charges especially $1019. Trust me, if that were the case I would have given you your car back.
I found out about this charge the day I returned the car., and even then no shared information, until I began to question an complain. *** told me to call and explain the mis information to customer service and they could help, KNOWING they would not help or reverse anything and that the charges were complete.
Very disappointed in this entire situation because it was lack of customer service from day 1 and every day up until now. I kept with complaints because I needed their help, so I stuck it. Lack of communication and misinformation.
Very poor customer service, even before this erroneous charge on my account.
Once again not saying that I did not owe you, just saying not $1019.00
signed from ***** $119.96 and then I signed documents on the 19th I believe??? and I did not ask for LDW nor was it asked if I wanted to continue with the service or cancel, just an assumption from them to charge. If I had to say another charge then $269.91. $389.87, but not $1019.00.

Business Response
Date: 10/12/2022
Complaint ID: ********
********************** RR#: H17437685
This correspondence is being sent in response to *******************************
We apologize for any frustration caused by the charges billed for the *** on your rental invoice. While we understand the initial rental contract was for rental from 08/24/22 - 08/27/22; within the rental contract is outlined that the estimated total outlined on the documentation is based on the specific terms of the rental which includes the rental dates, vehicle type, location etc. Any changes, including rental extension or change in return location will change the estimated total. As shown on the rental contract, the *** was accepted at a rate of $29.99/per day which is applicable to all rental days.
With this in mind, we must advise that our previous decision and response remains unchanged. The charges billed are correct and in accordance with the terms of the rental contract. As a gesture of customer service, we are providing a 25% discount of the *** charges at this time. A credit of $254.92 is 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.
Customer Answer
Date: 10/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and dont fully agree with there response, will except the "customer service gesture of 25% discount offered" the funds can be mailed to the address on file.

Sincerely,

******************************
Initial Complaint
Date:10/03/2022
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.
After returning a Hertz rental car to ********************, ******* ** on Sunday Sept 25, 2022, I inadvertently put my personal VW key fob into the Hertz dropbox. (the desk was closed for the weekend). I still had the rental **** key fob in my possession. When I returned home and realized my error I immediately called the Hertz Bedford location. The agent, *****, informed me that they had already charged my account $250 for a new **** key fob.OK..my fault, altho I could have overnighted the fob back immediately. BUT he also denied that my personal VW key fob was in the Hertz drop box. That I must have mistakenly been in an entirely different building and used another company drop box. This is blatantly untrue. Both my husband and I know where we placed the fob, exactly on the Hertz desk drop box where ***** had instructed us. In fact I called the other building manager just to see if someone had turned in any lost keys..of course not. Why would this agent, *****, be so hateful? Why not just return our key fob? Of course we would pay for shipping, no problem. Not only was he hostile when we originally picked up the car, but he hung up on us as we were trying to figure out the key situation. Now he will not answer any of our further calls. At the very least he is a horrible representative of Hertz but he is also a dishonest and spiteful human being. I can't understand it.To replace our fob through VW will cost $500.
Business Response
Date: 10/06/2022
Complaint ID: ********
RR#: Unknown
We would like the opportunity to respond to your message, but we are having difficulties locating a copy of your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental.
Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 10/25/2022

Complaint: 18145545

I am rejecting this response because:

RR# *********

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

9/16/22 10:28am
9/26/22 8am

Actually returned Sunday 9/25/22

Sincerely,

*************************
Business Response
Date: 10/27/2022
BBB Case 18145545
RA: 911686086

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

I apologize for the difficulties and inconveniences this issue has brought. I have reached out to location as well as the General and Branch managers to request they contact you to provide assistance in returning the missing fob.

Thank you for contacting us.
Customer Answer
Date: 10/30/2022

Complaint: 18145545

I am rejecting this response because:
1.we have been in touch with agent ***** at ****************** ******* **. We spoke once, he hung up on us and will not answer further calls.
2. The key fob is not lost.it was left in dropbox at hertz Bedford location.
3.I WOULD desire direct contact, preferably a telephone call, from the branch and general managers in the Bedford area.
4.our desired outcome would be the return of our key fob from from ***** at Bedford.

Sincerely,

*************************
Business Response
Date: 11/03/2022
BBB complaint: 18145545
RR# *********
This is in response to **************************
We appreciate this is not the response you were anticipating.However, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. As stated previously per our discussion with the location manager they advised regrettably no Key Fob was found. The manger stated that he spoke with you a few times to advise the Key Fob was not location.
Per Hertz policy, we are not responsible for lost items or items left, therefore we are unable to provide any further resolution on this matter as we find it having been fully addressed and close. The decision is final further request to revisit will not be considered.

Thank you for contacting us.

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