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

7,185 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:10/03/2022
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 booked a three-week rental for my mother through AAA's website for the Hertz location in ******, ******* on September 15. Reservation Number: K2510863958. I had difficulty getting the webpage to load, and ended up booking the "Economy/Manager's Special or Similar," which did not worry me, as we did not need a large vehicle. When we arrived at the rental location, the sole Hertz employee was informing two ladies ahead of us that he would be putting them in a ****** Versa, as those were the only vehicles remaining. When they protested they had two car seats, he said he would check to see if he had an SUV. He left for several minutes and returned to say he had only Versas, and that they would have to seek a vehicle from another location. When they walked out, he told my mother and me to sit at his desk and "deprogram everything [we had] just heard" transpire in the previous transaction. We gave him our reservation information; he asked if we were filing an insurance claim, which we were not. He asked us to wait while he looked to see if he could get us a better rate under the "insurance" category. We reiterated that we were not paying through an insurance claim, that I had booked the rental through AAA, and that I was expecting the "Manager's Special" which I assumed at this point would be a Versa. The employee, who never did say his name, said, "Well, that-" pointing out into the parking lot "-is the Manager's Special." It was a box truck. Like a moving truck. Like what one would rent from Uhaul, and which never appeared on any list of Hertz vehicles during my booking. We asserted we could not drive a box truck for three weeks. The employee left for several minutes, then returned to say he could rent us an SUV(!) but it would cost an extra $15-21 a day. I asked him what happened to all the Versas? He said they would incur the same $15-21/day upcharge. We declined. As we had told our ride to leave, we were stranded in ****** for two hours.
Business Response
Date: 10/06/2022
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
We sincerely apologize for any frustration caused at the branch when a suitable vehicle was not available for your travel needs. We 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 are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. Rest assured, this matter will be addressed with our Area Manager in ****** for their full review and corrective action where deemed necessary.
If alternate transportation was utilized as a result, please provide us with the final invoice from the other rental agency and/or rideshare company so that we may review for possible reimbursement of the difference in cost.

Customer Answer
Date: 10/11/2022

Complaint: 18144611

I am rejecting this response because:
The problem we experienced, and which the ladies preceding us experienced, was not a lack of vehicles, as the ladies in front of us were offered the ****** Versa I requested, and upon their departure we were offered the *** they had requested. The problem, which you have not addressed, is that each of the parties booked a vehicle at one rate, and the terms of the rental for each party were then changed on site for reasons that did not seem logistical. In our case, we were denied a vehicle unless we agreed to pay a substantially higher rate (I do not consider the box truck a plausible offer of a vehicle) which left us stranded while we waited for a ride. I pointedly did NOT ask for compensation. I asked Hertz to change its misleading advertisements and/or shady policies.

Sincerely,

*******************************
Business Response
Date: 10/13/2022
Complaint:18144611
I sincerely regret your recent 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. However, your information has been sent to the area manager.

Thanks for contacting us.
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.
I rented a car with Hertz (Rental RR911876836, Vehicle 2021 KONA, License ** ******* and picked up the car at *********** on Sept 16th and returned it on Sept 21st to the same location. I accidentally left my elderly mother's fold up wheelchair in the backseat. I thought my father took it out so I didn't check when I returned the car. When we realized it was left in there I immediately filed a lost and found claim IMMEDIATELY the same day. I repeatedly get an email saying it has not been found although when I check the lost and found website I see items like wallets, phones, sunglasses etc and nothing as large as a wheelchair???? I left a note with my survey to have someone contact me and nothing. You can't get anyone on a phone to talk to. Even customer service gives you the lost and found number which is automated. MY MOTHER NEEDS THIS WHEELCHAIR. Where is it????
Business Response
Date: 10/18/2022
BBB Case 18142479
Res No: K24324033A3

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

I have reached out to the location and it was determined that the Wheelchair was taken by an Airport staff member. The location has attempted to call you and will send you an email to provide you further assistance.

Thank you for contacting us.
Customer Answer
Date: 10/21/2022

Complaint: 18142479

I am rejecting this response because:

They acknowledge the wheelchair was removed from the car from a camera review but have not returned my repeated requests for reimbursement to replace it since they lost it.

Sincerely,

*******************************
Business Response
Date: 10/24/2022
BBB Case 18142479
Res No: K24324033A3

This correspondence is being sent in response to a query made by ********************************
We are always concerned when customers leave personal property in one of our vehicles; however, in accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation and Dollar are not responsible for personal property left in our vehicles.
Please expect contact by phone or email from the location management as they have informed they will be in touch with you to assist with this matter.
Customer Answer
Date: 12/12/2022
My original complaint with Hertz rental was closed as I accepted from them 3 $100 car rental certificates for losing my mother's wheelchair. They are dated 10/27/2022 and I was told by the manager they would be valid for one year. Well I just went to use them for a January 2023 trip and in fine print they expire 12/31/22.
Once again there's no way to contact them.
Customer Answer
Date: 12/13/2022
I just heard from Hertz! They are sending me new rental certificates so you can close the complaint again.
Initial Complaint
Date:10/03/2022
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 here on 9/22/22, the worker that rented me the car (*******) was great. The car had just been picked up from ********* that morning. About 7 hours into my drive, the check engine light came on, and shortly after, the breaks started grinding. I called and was told to get to my destination then call roadside. I called roadside, was hung up on several times by the automated system. Finally got to a rep, was told she would send a replacement car to my address. After providing her the address the call went silent. After 15 minutes i hung up and called back. The girl took 52 minutes only to tell me i could either ride in a tow truck (with my 2 children in carseats) or a lyft, or go to the airport and pick up a replacement car. I asked her to verify the airport had a car for me. She said yes, but wouldnt verify what class car ( i needed to make sure it would fit my 5 passengers and luggage for a 12 hour ride). I asked her to escalate the call, she transferred me to billing instead. I went to the airport, and was turned away saying they had no cars available for me (there were several in the parking lot but must have been booked). I told several people I was not comfortable driving it all the way home, nobody cared enough to put myself and my family in a safe car, and I was forced to drive it home. I called customer service and was offered a $50 voucher. The fact that somebody thinks a $50 voucher is sufficient for everything I dealt with ON TOP of putting my childrens lives in danger, is honestly an insult. I feel terrible for the poor kid working at the office I rented from, he was great, but works for a terrible terrible company. Confirmation number K2532725526
Business Response
Date: 10/06/2022
Complaint ID: ********
********************** RR#: 914487475
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
The rental information provided is under a different first and last name than your own. Due to customer confidentiality, we are unable to discuss a customers rental or billing with a third party. Please confirm the renters first and last name as well as your relationship to the renter.
Customer Answer
Date: 10/06/2022

Complaint: 18135108

I am the "additional driver" on the rental, my name is very clearly on the rental policy, and my drivers license was documented at the time of pick up. I am the only person who drove the rental car. The rental was under my grandmother (***************************) who had to put it in her name due to the security deposit requiring either a credit card, or an outrageous amount off of my debit card.

Sincerely,

***************************
Business Response
Date: 10/07/2022
BBB Case 18135108
RR: 914487475

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

I apologize for the inconvenience this issue has brought.I have issued a full refund of $252.63 to the card on file. Please allow up to 10 business days for the funds to post to your account.

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. Thank you for your correspondence, and for your timelines on this matter.

Sincerely,

***************************
Initial Complaint
Date:10/03/2022
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.
Rental record# ********* We made reservations online for a rental from Hertz out of PDX for 10 days. I put my spouse as a driver (as I do not drive) and I paid for the reservation on my credit card. At pickup, they told us that it would be an additional $14 a day for an additional driver fee. We told them there will be one driver, and thats how the reservation was made, nowhere did it say there will be an additional driver fee. They said since the reservation was made with my card, I would have to be the driver??? What?? We live together! So we said, OK, lets put it on his card then.. They said no, we cannot put it on his cardwhy?? I have no idea.. It was late and we still had another hour or more to drive that night. So I just paid and we left. I called 3 times and talked to people in customer service, they said no problem, when you drop the car off, we can give you a refund.. ok, sounds good.. so 10 days later, drop the car off. Theres no one to talk to, just leave the keys in the car and go. Now, I have a $177 charge on my card for, Im not sure what? Additional driver wouldnt even be that much. I call AGAIN, this time they say theres nothing they can do. I told them, I talked to 3 people that said it wouldnt be an issue for a refund, since there was one driver and he is my spouse. But now, nope! Sorry, theres nothing we can do Super disappointed.. Since when is it not OK to pay for a reservation with the card of your choice? Instead you charge $177 and call it an additional driver fee? I did not sit in that driver seat once. I want a refund for the charges of $177 for my spouse to drive the car.
Business Response
Date: 10/05/2022
Complaint ID: ********
RR#: 912137166
Thank you for contacting us. We appreciate the opportunity to assist.
Please be advised per the prepaid terms and conditions the credit card used to pay for the prepayment is the card that must be presented at pick up and that card must be in the name of the primary renter. As a gesture of goodwill I have issued a refund for the additional driver fee of $177.00. Please allow up to 7 business days for the credit to post to your account.
Customer Answer
Date: 10/06/2022

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:10/03/2022
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.
Made a one-way rental reservation on 9/19 Monday thru the app, but got a call on 9/24 Saturday just to be told this location does not accommodate one-way. I understand there is locally own and corporate own hertz location. But i do expect more professional courtesy, calling me 1 day before my reservation date on the WEEKEND are not professional. Where would I find vehicle when you give me last minute notice on weekends. Is my life ruin? No. But am I not satisfied? Definitely. Reservation # K2552879409
Business Response
Date: 10/05/2022
Complaint ID: ********
Res#: K2552879409
I sincerely apologize the location was unable to honor your reservation. As a gesture of apology I have provided **** gold points to your account to use towards a future reservation.
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: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.
Hi, The character limit doesn't allow me to include all of the necessary details, so I have attached the full details as a supporting document, labelled "Complaint Details". If BBB require further photos I can provide. Rental Record Number - *********
Business Response
Date: 10/05/2022
Complaint ID: ********
RR#: 598874695
I sincerely apologize for your experience. I'm sorry that you don't agree with the resolution that was provided. Because you were provided an exchange and had use of your rental, we respectfully decline your request for a full refund.
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.
Customer Answer
Date: 10/06/2022

Complaint: 18139921

I am rejecting this response because we were provided a car that was labelled as Dangerous by a certified mechanic for more than 50% of a 27 day trip. This is shocking and Hertz is simply not taking this point seriously enough. It should not take a serious accident to realise the severity of this point. In addition to this, the mechanic who assessed the vehicle stated fuel consumption with this issue would be higher. I am totally unable to understand how the above points (predominantly point 1) has been valued at a 25% refund and an apology, It is an incredible insult to my mine and my partners safety.
Sincerely,

*************************
Business Response
Date: 10/07/2022
BBB Case 18139921
RR: 598874695

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

As advised by a prior agent, because the vehicle was successfully exchanged and the full rental was utilized, as well as a refund already issued, no further compensation is warranted. While I understand this is not the desired outcome, our decision on the matter is final as we consider it fully addressed.

Thank you for contacting us.
Initial Complaint
Date:10/03/2022
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.
Rental Agreement # - ********* We set up a car rental with Hertz through AAA. When we picked up the car, we were asked if we wanted any additional insurance or coverage, we told the employee " no, we have our insurance to cover everything."He then asked us to sign the electronic pad multiple times. We did. Then when I received my statement, I was charged $305.91 for a damage waiver. I called to inquire about this and tell them we declined this. The employee said that we signed the waiver and there is nothing they can do. I feel very deceived and lied to. Am I still legally bound to this, even though I declined, and he still brought it up to charge me? There is no way I am the first person to fall for this trick, nor will I be the last. Please help me and help future car renters from this trick.
Business Response
Date: 10/05/2022
Complaint ID: ********
RR#: 836626836
Thank you for contacting us. I apologize for any misunderstanding regarding the Loss Damage Waiver (LDW). A review of your signed rental agreement (***) indicates you accepted the **** as we are unable to substantiate a verbal conversation we rely on the *** to verify your acceptance and understanding of your charges. Although all is in order, in the interest of customer service I have issued a refund of $355.90 to your credit card. Please allow up to 7 business 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.
Customer Answer
Date: 10/05/2022

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:10/03/2022
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.
ooked a cargo van 3 months in advance.6/12/22 ( k15641354d4) Called and spoke to ***** and ***** on 7/20 and 7/13 to make sure the van is ready and available for a competition we are attend. Arrived at 10 am to find out they had all my info but No Cargo van. Spoke with manager ****** who could cars less said they dont have any and nothing she can do about it !! Said I can have a SUV ( take it or leave it ) I have to now rent A I haul trailer to bring all our stuff called district manager **** several times zero call back !! So not happy they had 3 months to tell me they could not get me a cargo van as I needed !!
Business Response
Date: 10/05/2022
Complaint ID: ********
RR#: 916868691
Thank you for contacting us. We appreciate the opportunity to assist.
Please accept our sincere apologies that the vehicle booked was not available. I understand that careful consideration is made when choosing the vehicle, you require, and that is why I 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. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental, I am concerned to see that the location did not follow this procedure. Rest assured this has been raised with management at the location to ensure it is addressed with all staff.
Customer Answer
Date: 10/05/2022

Complaint: 18135432

I am rejecting this response because: I called two times spoke to the girls ( have names ) and was assured I would get a cargo van to haul my cargo !! After your rude manager ***** stayed take a SUV or leave it !! Is the options we are offering. I had to rent a Uhaul trailer to haul my cargo your Conpany cost me a additional 100 I was not expecting to endure !! Along with time to go rent and load it. I feel you should refund my mind for not having what I reserved and was told I would have !! If not I will file small claims

Sincerely,

*************************************
Business Response
Date: 10/07/2022
BBB Case 18135432
RR: 916868691

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

I apologize for the inconveniences you experienced during and after your trip. I have issued a refund of $101.32 to the card on file. Please allow up to 10 business days for the funds to post.

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:10/03/2022
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.
On June 24, 2022, I rented a car through the ************* website from Thrifty Car Rental from June 30 to July 3 with ******** pick up and Detroit drop off. The booking number is DC-*******, Rental Agreement No: *********. I contacted ************* from my other email address *********************** and at Thrifty I gave this address, ******************** In this way my case is identifiable. I paid ****** USD to *************, which was confirmed to me in the email attached. I also prove the payment with the attached receipt. Based on the voucher, I should have paid $250 in ********. However, Thrifty charged $441 for the rental on the spot and asked for a $500 deposit. I also confirm the payment of this $940 with the attached receipt.I understand that the fees and taxes are subject to change, so I accept that I had to pay $440 on the spot instead of the predicted $250, however but I find it unacceptable that the Thrifty Car Rental has not returned the $500 deposit yet, which is clearly refundable.The previously mentioned 20 business days regarding the deposit returnment expired on August 1st. I complained several times on the interface provided for this purpose on their website, but I never received a response from them. I haven't even received a confirmation of the complaint.Although by paying ************* and Thrifty it definitely seems to me that I was double billed for the same service, since I received a $205 'good will resolution' from *************, I would like to get my $500 deposit back from Thrifty Car Rental.I was only able to communicate with them through ************* and they informed me this way that the deposit was not witrawed from my account, but only withheld. With the bank certificate, I can clearly prove that these are not pending transfers, but completed transfers. I would like to rightfully get back the deposit.
Business Response
Date: 10/05/2022
Complaint ID: ********
RR#: 596116113
Thank you for contacting us. Please be advised the authorization/deposit is released from our system within 7 days of your rental return. In cases such as this we would recommend you contact your financial institution for assistance as they may hold authorizations/deposits for a longer period based on their policies. This is especially with international financial institutions.
Customer Answer
Date: 10/10/2022

Complaint: 18133264

I am rejecting this response because:
As you can see from the bank certificate, the amount was deducted from my account and not just withheld, and no release was made.
From the communication with my financial institution which is also attached to this message, it appears that the merchant needs to issue a document about the transaction and a proof refund. Based on this, the financial institution can also take steps.
I respectfully request the immediate issuance of these documents, as well as the return of the refundable deposit to my account.

Sincerely,

***********************
Business Response
Date: 10/12/2022
Complaint ID: ********
Thrifty RR#: 596116113
This correspondence is being sent in response to ************************
We regret any misunderstanding about the charges billed for your rental and the authorization holds made at the time of rent. Please find attached your prepaid invoice, final invoice and initial rental agreement. As reflected in these documents, we show a prepayment of $360.24 USD was received for reservation K16802764D7. At the time of rental, we show that an additional $440.39 was billed for the Toll Package, One-way fee and applicable taxes/fees not covered by the prepayment of your reservation. Any holds that were placed on your charge card at the time of rental, were electronically released before the charges of $440.39 was processed. This release and transaction took place on 07/03/22 when the final invoice was generated after your 07/02/22 return.

As previously advised, our records show that all authorizations were released as per standard procedure. If you are showing charges outside of the above-mentioned transactions, we recommend contacting your financial institution for further assistance.
Customer Answer
Date: 10/24/2022

Complaint: 18133264

I am rejecting this response because:
As you can see from the bank certificate, the amount was deducted from my account and not just withheld, and no release was made.
From the communication with my financial institution which is also attached to this message, it appears that the merchant needs to issue a document about the transaction and a proof refund. Based on this, the financial institution can also take steps.

I respectfully request the immediate issuance of these documents, as well as the return of the refundable deposit to my account.

Sincerely,

***********************
Business Response
Date: 11/03/2022
BBB Complaint: 18133264
RR# *********
This is in response to ***********************.
As stated previously, the hold was released back into your account on the date the vehicle was returned. Depending on your financial institution the processing time may vary. Sine the financial institution is responsible for releasing funds back into your account we recommend contacting them directly for further assistance.

The documentation you provided does not indicate the charges were billed from Hertz. You may also contact us directly at ************ with your bank on the line and we would be able to provide them with the necessary approval code as confirmation the funds were released by Hertz.

Thank you for contacting us.
Customer Answer
Date: 11/14/2022
The problem is finally solved, thanks for the help.
Initial Complaint
Date:10/03/2022
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.
Date of transaction: April, 2nd Amount Paid: $***.17 Car Rental at *********, ** I have cancelled Hertz car reservations on their website. However, Hertz charged my credit card for full amount of car rental ($***.17). I was not in ********* and never took possession of rental car. Hertz receipt shows that car was rented on March 30th and returned on April 2nd. Also, I have spoken with the Hertz customer service many times they said they will contact ********* rental location and issue the refund. However, I never saw refund into my credit card account. So, I had disputed credit card charges, however they sent me invoice for #***.17. Car Rental Reservation #: K0760450409
Business Response
Date: 10/05/2022
Complaint ID: ********
RR#: 428729722
I apologize for any understanding. A review of our records indicates it was determined you didn't rent the vehicle so a refund of $342.17 was processed on 05/24/22, however we received a chargeback for the same amount on 09/08/22. Due to the chargeback not being accepted the balance is correct.
Customer Answer
Date: 10/06/2022

Complaint: 18130502

I am rejecting this response because of below facts.
April 2nd Charges
   Hertz charged credit card on ******
   Disputed with Credit Card got on April 12th and got refund on Jun 9th

May 24th
   No refund was received from Hertz.

May 19th Payment
   I paid Hertz ****** using credit card for the invoice sent.
   Hertz said they will refund me only if after I pay the invoice.
   Disputed with Credit card company on Aug 8th

Sep 20th.
   Got invoice from Hertz for $******.

So, in total I paid twice and charge back will be 2 times. So, Hertz should not be sending invoice for the amount.

Sincerely,
Ashok Kadapla
Business Response
Date: 10/07/2022
BBB Case 18130502
RR: 428729722

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

Our records show you issued a chargeback which credited the funds back into your account, then a refund was issued by one of our agents causing you to receive a double refund essentially. Because of the duplicate credit, the second amount of $342.17 is owed back. Please be advised that because this has not yet been sent to collections, cancelling the chargeback(s)should zero out your balance and leave your initial refund in tact.

Thank you for contacting us.
Customer Answer
Date: 10/07/2022

Complaint: 18130502

I am rejecting this response because:
Sorry, I do not see refund from Hertz on my credit card for $342.17 on my credit card statement on May 25th or any time afterwards.
When I paid the invoice of $342.17 through the phone on May 19th, agent said the refund will be issued in one week. However, I didn't see any refund and I had called my credit card company (Citibank) couple of time to see if there was any refund from Hertz. Citibank confirmed that they did not see any refund from Hertz anytime.
I am attaching my credit card statement from May 15th-June 11th which doesn't show any refund from Hertz on May 25th or around that time.
It appears to be issue with the refund process. Can you please check?

Sincerely,

Ashok Kadapla
Business Response
Date: 11/08/2022
BBB complaint: 18130502
RR# *********
This is in response to ******************,
We regret any misunderstanding regarding the charges billed to your recent rental pickup in *********, **.

Upon further review of our records, it was determined that the reservation was canceled. However, due to the short notice of cancellation the contract was not closed, and you were therefore still billed. For future reference, please contact reservations at ************ to advise of cancelation so that we may advise the location of cancelation to avoid incorrect billing.

Our records show after the credit was disputed the balance remained unpaid until payment was made on 10/28/22. I have issued a credit of $342.17 to the credit card on your account for the $342.17 to the credit card on your account. Please allow 5-7 business days for processing.

Please know that we take all customer concerns seriously,please do not hesitate to reach out directly for future inquires.

Thank you for contacting us.
Customer Answer
Date: 11/16/2022

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 got the refund from Hertz for $342.17 into my credit card posted on Nov 10th.
Thank you very much in helping to resolve the issue.

Sincerely,

Ashok Kadapla

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