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

7,199 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:06/26/2024
Type:Sales and Advertising 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 rent d a Tesla from hertz , they provided all the information to learn about the vehicle.upon arrival at the ******************************** establishment I was informed they were not renting the vehicle due to the recall. They gave me ***** that had a malfunctioning dash cluster and collision detection. I took that back and they gave me a filthy ev -I had already missed a few appointments and driving back to that facility for a third time was to waste more of my time to get another vehicle was not a relaxing weekend I had envisioned. I disputed with my credit card as they failed to deliver what I reserved. They claimed they provided a clean vehicle which is not the case! I renserved a Tesla and received two jalopies- it would have been more if I rmjept returning g them.
Business Response
Date: 06/29/2024
RE: BBB Complaint #********
RR # *********

Dear ********************,
Thank you for reaching out to us regarding this matter. I am happy to look into this matter for you. I truly appreciate your time in notifying us of this issue. My sincere apologies for the cleanliness and condition of your rental vehicle. Hertz prides itself on providing a clean and well-maintained fleet to allow our customers a comfortable ********************** experience. I apologize for any inconvenience you experienced with the vehicle. Your satisfaction is our priority, and we look forward to serving you better in the future. As a gesture of goodwill, I have sent a $50 rental certificate to the address provided. Safe travels!
Customer Answer
Date: 07/09/2024

Complaint: 21897765

I am rejecting this response because this is not satisfactory. I will not use this company again. They do not value their customers. They promised me a vehicle which they failed to deliver and the provided a dirty jalopy. A simple rental that turned into an ordeal that I did not want to waste anymore of my mini vacation time on as I already missed one appointment.:

Sincerely,

*************************
Business Response
Date: 07/15/2024
BBB Case #: 21897765
RR# or RES#: *************************** is in response to *************************.

We can confirm a $50.00 certificate was mailed out; however, as a further gesture of concern we have issued a refund in the amount of $50.00 to your Mastercard. Please allow 5-7 business days to post to your account. As you did have full use of the vehicle no further compensation is warranted. Again, we apologize for the trouble you experienced with the vehicles.

Thank you for contacting us.
Customer Answer
Date: 07/18/2024

Complaint: 21897765

I am rejecting this response because: a full day use doesnt warrant further compensation? This statement alone is inflammatory and highly disrespectful to your customer. Why? ***** didnt VALUE me enough to acknowledge the filthy vehicle. 2) failure to acknowledge my missed appointments 3) my time wasted in returning the other two vehicles and did not want to waste any more of my time to get YOUR act together.
The arrogance to believe that a $50 certificate and $50 credit express 1) gratitude for me choosing to lease a vehicle from you; 2) wanting to retain my business; 3) any future recommendation for your business and over all customer appreciation. You failed to honor a written contract! Failure to provide a clean, sanitized vehicle AND failure to provide the vehicle that I originally rented under the guise of the recall, however a news story contradicted that very statement.
as a consumer, the value of my time and honoring a commitment should be top priority and it wasnt.

Sincerely,

*************************
Initial Complaint
Date:06/26/2024
Type:Sales and Advertising 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.
There was a huge issue with the Hertz branch manager in ********, La. Her name is Precious. Id spoken to her about extending my contract after a week to the monthly rate and she was agreeable. I was contacted by *********************, VCR, and explained everything. **** was even on the call with Precious and witnessed her acknowledging our conversation.I had travel and was unable to turn in the car and ******** refused to extend. I even requested a returned call from the ** ******************** and no one contacted me. ********************* is a witness to this also. The ** number is *********. Now Im faced with tons of fees, excessive charges, and other penalties because the branch manager was unwilling to help. Its been a horrible experience and I would like to speak To someone higher from corporate to further expound on the matter. I am limited in character space and this is a very abbreviated version of what took place.
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 129538231

We appreciate the opportunity to assist. In follow up to our telephone call, we are unable to substantiate the conversation related to your request to extend the rental with the local branch. We have also verified our monthly rate for the encompassed time period is a higher amount than what you were charged. The monthly rate would have been $1,886.10 plus $67.90 per day for the additional 17 days. Therefore, the rate you were charged is a better rate. As a gesture of goodwill, we have provided you a 10% discount on your rental rate. The refund is $243.31 and will post to your account within 7 business days.
Initial Complaint
Date:06/26/2024
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 have attempted to resolve this problem with hertz three separate times and am getting nowhere. It started when I rented the vehicle and it was evident it had not been cleaned, the car had empty bottles, used tissues, a dirty windshield, and something spilled all over the center console. I ended up cleaning it myself. Upon return, the manager at the rental location simply could not be bothered to come to the desk. I ended up getting one days rental cost waived, which was not nearly enough when theyll happily threaten a cleaning fee of up to $500. Last week I was charged an additional $6.86 for tolls despite having already paid the ridiculously inflated tolls and unnecessary fees and receiving a receipt for that. I called Hertz to connect to their toll department and nobody answered the phone and it disconnected. I went online and submitted a form, and got an extremely generic response that offered no assistance whatsoever, and referred be back to the phone number that nobody answers. Rental Record: *********
Business Response
Date: 06/29/2024
RE: BBB Complaint # ********
RR# *********

I truly appreciate your time in notifying us of this issue. My sincere apologies for the cleanliness and condition of your rental vehicle. Hertz prides itself on providing a clean and well-maintained fleet to allow our customers a comfortable ********************** experience, and we failed to meet that goal. I would be happy to extend points to your Gold account or a ********************** certificate mailed to you. I would just need a good mailing address. I apologize for any inconvenience you experienced with the vehicle. Your satisfaction is our priority, and we look forward to serving you better in the future. Safe travels!
Customer Answer
Date: 07/01/2024

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.
Please mail voucher to:
19 ********* Ct
*******, NY 14075
Thank you for addressing this
Sincerely,

*******************
Initial Complaint
Date:06/26/2024
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.
On June 24th, I used my wifes (***********************) debit card to book a rental for our vacation trip August 25th 2024 - August 31st 2024 for the amount of $****** After putting in her debit information I was redirected to a page that said my payment was decline because it did not accept debit cards. So if course there was no confirmation number given since our payment was declined. The amount of ****** was taken out of my wifes checking and was showing as pending. She then called her bank and I called the Hertz office. Hertz office was closed. My wifes bank assured her the pending charge would fall off in a few days. Today, June 26th the charges went completely through. I called Hertz and apparently since they do not have a confirmation number for us, there was nothing they can do. And they wont give us our money back. We just want our money back so we can get another car rental. To file a dispute with the bank will take up to 90 days.
Business Response
Date: 06/27/2024
BBB Complaint: 21903155
This is in response to *******************.

Thank you for reaching out and allowing us to research and address your concern.

Hertz thoroughly reviews all customer inquiries submitted. We recently attempted to reach out to you via phone and were unsuccessful in reaching you to further review this matter. I was able to review your supporting documentation, at this time more information is needed in order to further investigate. Please reach out to us and provide us with a good phone number and preferred time to contact you so we can gather more information and provide you with a resolution.

You can also reach out to us via email at ************************************************ so that we may better assist you in resolving your concern.

Best Regards.
Customer Answer
Date: 06/28/2024

Complaint: 21903155

I am rejecting this response because:
I was asked to reached out to them without a phone number to get around customer service. They did respond by saying we could also email. I did try to email but the email came back saying I am not a verified party of the group there for they will not except my email. They did say they called, I have no voicemail from them either. Im sorry for the rejected response but I am not sure how else to get ahold of someone. Hope to hear something soon. Email: **********************
phone number: **********

Sincerely,

*******************
Business Response
Date: 07/08/2024
Complaint ID: ********
Res#: K8973171769

Thank you for contacting us. We apologize for any misunderstanding or inconvenience caused. We have located the reservation, which shows the amount of $446.78 charged to the card. We have cancelled the reservation and processed a full refund of $446.78 to the card. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/25/2024
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.
My complaint is I have had a rental car through Hertz through the express drive and the Lyft app I am a rideshare driver and the vehicle has to be safe for me and the passengers I recently contacted Hertz and Lyft Representatives about the rental car being safety inspected I have had this rental for almost 2 months and there has been issues with the wheel bearing on the vehicle and it is very unsafe and dangerous for me to drive I have been sent back and forth for about a week trying to get this car repaired or trying to get a new rental to finish my job as a rideshare Lyft driver the employee's at the Hertz office and ********************* has been making this a very difficult process I have attempted to get this car maintenance three times and have been given the runaround and the voucher was never put in by the Hertz employee. with no new rental car or no repairs for this rental car to be safe for me to transport passengers or myself is there anything that can be done? I paid my $250 deposit just like everyone else who rents a car through Hertz company and I feel that this is very careless handling when it comes to this situation at hand is there any way I can be contacted by the Hertz company or is there any way the Hertz company can reach out to Lyft Express drive. This has inconvenienced me the last 2 weeks and has costed me money as the office is 3 hrs from where I reside
Business Response
Date: 07/03/2024
BBB Complaint: 21902949
Rental Record: 124033954

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

Thank you reaching out and allowing us to address your concerns.

Hertz thoroughly reviews all inquiries. Our records indicate that the rental location has been in communication with you in regard to this matter and have successfully issued a repair voucher on June 26th.

Best Regards.
Initial Complaint
Date:06/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental record #********* picked up 06/21. On 06/23, warning lights came on dash saying the rear driver's tire had low air pressure. I didn't drive it because wasn't safe. The tire had a PSI of 24. I contacted Hertz Roadside & the rep I spoke with said that I would have to pay to get assistance from them. I told him I wouldn't b/c I didn't cause this. He told me to exchange it at the airport location b/c of the availability. I told him that the drive is too far & too dangerous.06/24 I just paid to get air put in the tire, but it goes low again. 06/25 I called Roadside & was again told to exchange the car at the airport location. I told the rep that it was too dangerous to drive that far, so the rep issued a voucher for me to get a new tire put on at *** Boys. The point of contact at *** Boys was *****. I waited 4 hours for nothing. ***** asked me to call Hertz because the order kept reading "auto integrate vehicle," & the tire order was not approved. ***** spoke with Hertz 3-4 times, but the voucher wouldn't work. I called Hertz & told the rep that I will just bring the car back to **************. The rep told me that I need to bring the car to the airport location due to availability at the airport. I drive 22 miles to 600 Rental Blvd. When I arrived the worker filed an incident report. I'm then told that they can't exchange my car b/c it was done at a HLE. She told me to go to the location at *************************** to do an exchange. I had a panic attack in the car b/c of this. I drive 7 miles to that location only to be told that there are no vehicles available. I drive 16 miles to bring the car back to **************. The worker told me that she has no cars to exchange & there's nothing and can do. I tell her to take the car back. I'm charged higher for turning in a defective car early. I miss a day of work over this car. I'm requesting a refund for 6/23, 06/24, 06/25 & to credit me for the weekly rate for 6/21 & 6/22 due to returning b/c of the tire
Business Response
Date: 06/27/2024
BBB Complaint: 21902262
Rental Record: 166054781

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

Thank you for reaching out and allowing us to research and address your concern.

Hertz thoroughly reviews all customer inquiries submitted. An adjustment has been made to reflect 4 rental days instead of a weekly rental. A refund of $108.20 has been submitted to **** x5616.

We apologize for the inconvenience you experienced as we worked with our vendor to get your voucher for the tire repair processed. As a gesture of goodwill, 500 points have been added to your Hertz Gold Member Loyalty Account

Best Regards.
Customer Answer
Date: 07/04/2024

Complaint: 21902262

I am rejecting this response because:

The only thing, out of my entire complaint, that you've acknowledged was the voucher, everything else that happened was ignored. Your company put me through the ringer, and I feel that Hertz should make it right. I first notified Hertz on 6/23 of the issue...no one cared. I still had the issue on 06/24 and 06/25. I paid for these days that I couldn't even drive on because driving on a tire with low air pressure is a liability. I was not going to put my child's life at risk inside your hazardous vehicle, which is why I attempted to exchange it, which is why I had to return it because your company refused to exchange at multiple locations. The only reason I drove as much as I did Tuesday was because I was directed to do so by your ******************** I only drove the car for 99 miles total...63+ was spent riding around attempting to exchange it. I burned the gas that I had to pay for by traveling to a total of 4 different cities (***********, ******, ********, and ******) in search of either a repair or an exchange, neither of which happened. I believe that I should be compensated by refunds of those days, as well as the removal of the weekly rate that you've already done. I was forced to return the car early because I didn't want to DIE if the tire blew out while driving. I went to multiple locations BEGGING your employees for an exchange, but I was never given one. 500 bonus points does absolutely nothing if I choose to never patronize your company again, which I will not ever do if this isn't made right. I am currently renting with another rental company, something I did not plan nor want to do; instead, I had no other option because of the danger I faced in your car. You all were my first choice, but because of this, I may never consider Hertz or its subsidies as an option. Am additional refund of 2 out of the 4 days will make this right, because that's when I began the back and forth with your ********************

Sincerely,

*************************
Business Response
Date: 07/11/2024
BBB Case 21902262
RR No: 166054781

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

We have determined the refund of $108.20 and 500 points already processed is more than fair regarding incident that took place and no further compensation is warranted. Rest assured your feedback has been provided to the appropriate management teams for their internal reviews and any corrective action necessary.

Thank you for contacting us.
Initial Complaint
Date:06/25/2024
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 am trying to secure a reservation as a disabled person in *******************. I have called many times and no managers have phoned me back after i was in a accident last week. Today I finally connected with ****** in *******************. He was dismissive, rude and condescending. Your site clearly lists that you bring cars to individuals yet you refuse to help.This is discrimination and I will be reporting it as so.****** needs an attitude check if he is indeed a supervisor of the area.I have already encountered a serious trauma and this on top of it does not help matters.He is not helpful in any way.There has to be some hertz that will do this to me so why not help me figure this out rather than spouting rules and regulations like you are my kindergarten teacher?I know my rights as a disabled person and was already told on Monday that this branch could deliver the car but needed to do it another day due to their lack of employess the first day I phoned. ****************************************************************************************************************
Business Response
Date: 06/28/2024
Complaint ID: ********

Thank you for contacting us. Please accept our apology for any inconvenience you have experienced. We have reached out to the local management for our Ft. *******, ** location. They have advised the vehicle is being delivered to you today.
Initial Complaint
Date:06/25/2024
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.
Let me please start with Hertz customer service is becoming sadly ridiculous. I have done my best to remain loyal for over 10 years. I have been a President ****** member for a very long time. Being President ****** at one point use to actually mean something. Unfortunately, lately it means nothing at all. My recent issue is in regards to reservation #K8933109116. I selected a location on the app *********************** for pick up June 21st, 2024 and drop off June 24th, 2024 at same location as pickup. I used points for the 3 day rental and the total came out to $25.67. On June 20th, 2024 I was charged $130.13. When I contacted location servicing my rental they stated I was charged $100 convenience fee due to a further location needing to service my rental. My issue with this is I selected a location and agreed to pay for the fees detailed in my reservation. Being charged a convenience fee due to location not having vehicles is no fault of mine. At that moment I still moved on with zero complaints (deciding to remain loyal to Hertz). I dropped vehicle off on June 23rd, 2024 at the agreed location in my contract. Nevertheless, today June 25th, 2024 I was charged $142.12 (another $12) for something I have no clue as to why. I contacted not only the servicing location but corporate billing only to be treated with rude service and hung up (possibly accidentally by billing). Im filing this dispute because enough is enough. I rented based on my initial contract agreement. Charging fees without notice nor consent is just not right and will not be tolerated. As a loyal customer I really hope that ********************** trains their people to do better. If I agree to a rental agreement and stay within that agreement I should not be charged anything extra let alone with zero consent. Hopefully this is the last of the poor service and I can continue another 10+ years on the positive path that we once had.Thank you!
Business Response
Date: 07/03/2024
BBB Case 21798465
RR No: L11848970

This is a response to Deron Salmon

I apologize for the confusion regarding your billing. Upon review with the local team, I received confirmation that a refund of $151.19 was issued to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 07/03/2024

Complaint: 21900746

I am rejecting this response because I agreed to pickup and drop off at a specific location. The manager agreed that they failed to notify me about the $100 convenience fee charged to my rental. I selected the location on hertz app and nothing stated a convenience fee would even be possible due to selecting location. I used a ton of points to avoid an expensive rental. Again, I attached a screenshot of my confirmation which shows what I was told Id pay along woth the pickup and drop off location.
I love working with Hertz honestly and hate that were even at this point. I know in the future that this location is subject to an additional fee however, I had no idea. The manager on site said she tried to book many ways as a regular customer and noticed that it does not mention anything about a convenience fee.
I appreciate your assistance to resolve nonetheless!

Sincerely,

***********************
Business Response
Date: 07/08/2024
Complaint ID: ********
RR#: L11848970

We sincerely apologize for any inconvenience caused. The refund of $151.19 was processed by the rental location on 07/03/24. Rest assured your feedback will be shared with the appropriate management for internal review to prevent recurrence.
Customer Answer
Date: 07/08/2024

Complaint: 21900746

I am rejecting this response because thats handling one overcharge for a day I shouldnt have been charged because I was not there. The charge in question is $100 convenience fee that was charged to me that should not have been charged without notifying me of this. I selected a pick up location in app so if there really isnt a location and additional fees could occur I (any loyal customer) should be notified prior to.
The refund you credited was in regards to an additional charge for a day I was not present as theyve refunded another day they accidentally charged me. Neither have to do with my claim hence me not accepting.
Are you seeing my attachment that shows the agreed upon rate at the pick up and drop off location I selected?

Sincerely,

***********************
Business Response
Date: 07/19/2024
Complaint ID: ********
RR#: L11848970

Thank you for your patience while we reviewed this matter further with the local team. They have advised there is a delivery/collection fee for Seven Rivers FBO, in the interest of customer service they have provided a courtesy refund of $100.00 to your credit card. The refund was processed today 07/19/24, please allow up to 7 business days for the refund to post to your credit card. Attached is your corrected rental invoice.
Customer Answer
Date: 07/19/2024

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 Hertz for doing the right thing!

Sincerely,

***********************
Initial Complaint
Date:06/25/2024
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.
RR#********* I was a Lyft driver who rented a car from Hertz from 4/22/2024-6/17/2024.Upon returning the vehicle, I had a balance of $169.80 due for the remainder of the week that I did not drive to cover the vehicle. I called Lyft directly to ensure this amount would be eligible to come out of my $250 deposit. This was confirmed. A week after returning the vehicle, Hertz attempted to charge me an additional $138.08 for a single day of this rental. I was charged for the same day I returned the vehicle when I did not use the vehicle at all for any services. The vehicle was returned Monday morning of 6/17/2024 at 11:55 a.m. When I contacted the location I rented the car from, I was told I was mistakenly charged for Monday because the car was set in the system to be returned on Sunday 6/16/2024 at 7p.m, and the location was not opened on this day and time. I was given the number to billing. I spoke with a *****, badge #*****, and was spoken to as if I was a child, having me break down simple math to insult me and try to justify my reasoning for being charged the total amount for the rental without hearing out the point I was trying to make. I was told to yet again call the location I rented the car from to have the charges removed. After calling back and speaking to the Manager of the location I rented the vehicle from ******** I was told something different yet again. This is the same person who I returned the car with, but failed to know how to remove additional fees. I have been told various things by different employees with Hertz, and yet no one seems to know where or how to get this charge removed.
Business Response
Date: 06/28/2024
BBB Case 21900644
RR No: 122930802

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

I apologize for the difficulties you encountered. As a gesture of goodwill, I have issued a refund of $138.08 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:06/25/2024
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.
Rental Record #********* Hertz Rental Associate lied and Told me Rental Insurance "Wasn't an Option" after Declining it on the Reservation AND in Person When Asked which Package Would I be Choosing. Spent the following day Researching and Confirming with **************** that it is In Fact Optional, But I would have to go Back to that specific Branch and ***************** to be Removed. I drove an Hour after my 12h Pediatric Nurse *********** just that. Speaking directly to Branch Manager. He Apologized for my Troubles and Removed the $363 Charge. Now after returning the Rental I Get a BOGUS $400 charge for Cleaning Fee, when I MYSELF Vacuumed the Vehicle Prior to return. There was no large quantities of debris, No Smoking ANYTHING to warrant Deep cleaning. Only might Possibly be Dusty ******** from getting in/out the Construction Site. From reading here Hertz apparently Does A lot of Unwarranted Unfounded Miscellaneous Charges in General. But Considering My Experience INITIALLY RENTING from this establishment, I Believe this was an ATTEMPT to *********** TARGET me and apply ridiculous fee to accomodate me Complaining about being Blatantly Lied , Intimidated & PRESSURED into adding Insurance when I already said No Thanks!Nice Get-Back Hertz, But I Want PROOF the Vehicle Needed $400 worth of Cleaning! Because Falsifying Information is What Hertz ******** can ATTEST PERSONALLY! Will Absolutely Never Utilize Hertz Again
Business Response
Date: 06/28/2024
Complaint ID: ********
RR#: 157456784

Thank you for contacting us. Please accept our sincere apology for your experience and the billing dispute. We have reviewed the cleaning fee with the location management, they have asked that we refund the charge. Please allow up to 7 business days for the refund of $448.70 to post to your account.
Customer Answer
Date: 07/01/2024

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,

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

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