Complaints

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:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  July 2023
  PurCo has made a fradulent claim of hail damage for a car rented via Hertz. They stated that the damage was specific to hail. No hail occured in the area that I had the car, as proven via the weather site used by PurCo HailPoint.com. PurCo claimed they would use a tracker in the car to check the weather and did not follow up on their claim. Instead they stated they would be continuing with the collection despite my not having been in hail.

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle in Feb of this year without incident. Afterward, PurCo contacted me for a damage claim. I disputed this claim since there was no incidents during my rental or any damage of note at drop off. I did notice some scratches and luckily snapped a quick photo of some scratches, but thought nothing of it. After seeing the claim photos, the scratches I pictured seem to be comparable albeit from a different part. I told the company that since there was comparable damage I did photo, it's likely that other minor damage went unnoticed - especially in a poorly lit garage. I advised that if they can provide proof that the claimed damage was NOT there prior but the damage I did note was, then I would submit a claim to my insurer. Finally, I received in writing that they had rejected my dispute and demand payment of $4,015. It seems unfair that they get to pick which scratch I'm responsible for even after I demonstrated that the vehicle was in fact previously scratched. After reviewing the damage photos, I'm not sure I would have noticed as anything more than wear and tear. So essentially, you are writing a blank check that an insurance company gets to fill the amount of afterwards, I find unfair, onerous and immoral. This process needs arbitration.
  
  So, since the vehicle was clearly comparably damaged at the time of the rental as documented by the photo, I would like for Hertz/PurCo to provide direct information that the vehicle was not damaged prior to my rental in the area in question but was damaged in the are I noted. If they can do that, I will submit this claim.
  
  The more likely scenario is that all of the scratches noted were present prior to my rental and went unnoticed by Hertz or worse waited for an unsuspecting customer to extort from. In any case, absent definitive information of pre-rental condition, I expect this issue to be dropped with no further action required on my part.
  
  Renters BEWARE!

  Business Response

  Date: 08/21/2023

  In
  reference to the above-referenced complaint brought by ****** *******
  (hereafter “Complainant”) it is PurCo Fleet Services, Inc.’s position that this
  dispute does not meet the Better Business Bureau’s own criteria for what can or
  cannot be reviewed as a “consumer complaint.” 
   
  
  PurCo
  has serviced the car rental industry for 30 years, handling hundreds of
  thousands of car rental damage claims in all 50 states (and from many other
  countries).  We are a legitimate assignee
  of damage claims.  A damage claim,
  however, is not a consumer based dispute and the Complainant is not PurCo’s
  customer.  The Complainant is the subject
  of a claim for recovery of property damage. 
  That is not a consumer transaction. 
  
  The
  handling of rental car damage claims can involve insurance claims, bailment, court
  proceedings, torts, contractual violations, and sometimes even criminal
  consequences (e.g. theft, conversion, identity theft) in the context of the
  property damage sought to be redressed.  The
  BBB, on the other hand, should only handle disputes that relate to marketplace
  issues for products or services. The stated purposes for the BBB on its website
  are that the BBB will NOT handle the following types of complaints (please note
  this may not be a complete list):
  
  Cases that are already in or have been resolved by a previous court action, arbitration, or settlement between the parties
  Issues based solely on dissatisfaction of price
  Buyer’s remorse
  Complaints that are not from a person (or a person’s authorized representative) or entity (business-to-business) that had a marketplace relationship with the business
  
  The
  Complainant seems to be upset about PurCo’s not simply taking their side about any
  disputed facts. This type of dispute highlights a key reason for the inapplicability
  of a tort claim as a BBB complaint.  It
  is that a tort is not a “market place experience.”  This rental car damage claim is a valid and
  bona fide dispute. Should Complainant wish to invoke insurance or credit card
  member benefits available, those organizations are more than capable of hearing
  and addressing the complainant’s side of the tort claim dispute.  These insurance or benefits would normally pay
  all or part of the claim should they find the claim valid. In many cases, the Complainant
  would likely not be required to pay anything out of pocket using those
  benefits.  It simply appears that Complainant
  does not want to pay the claim and hopes it will just go away.  That is no basis for a consumer complaint.

• Initial Complaint

  Date:07/21/2023

  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 Hertz rental car through Expedia while I was visiting relatives and attending my cousin’s wedding in South Dakota from June 24 – 27, 2023. Hertz’s third-party claim company (PurCo) contacted me, stated there was hail damage to the car, and attached a weather report. After contacting PurCo and stating there was no hail during my time in South Dakota, they said they ‘had mixed up Nebraska with South Dakota,’ and they were ‘sincerely apologetic for that.’ They stated they would speak to their Manager and get back to me.
  
  I received a response from PurCo nine days later stating they rechecked weather hail reports and there was verified hail in Yankton. After reviewing the updated weather report PurCo sent, I verified that it was still incorrect. PurCo sent the weather report for the town of ‘Utica’ in ‘Yankton county,’ not downtown Yankton where I was on the 24th of June.
  
  The hail from PurCo’s weather report occurred at:
  Location: * * ***** ******: Yankton Coordinates: 42.98, -97.39
  
  This location is approximately 13 miles from my location in downtown Yankton. There is no ‘Utica’ in the city of Yankton. It seems PurCo is confusing the town of Utica in Yankton County with downtown Yankton - even though I specifically explained this to the Claim Specialist. I was attending my cousin’s wedding at The River Front Event Center, and have at least 100 persons at my same location that can verify I was at the wedding and there was no hail in downtown Yankton. Please see the full summary of events in my letter to Hertz (including enclosures) attached. Thank you very much.

  Business Response

  Date: 08/07/2023

  In
  reference to the above-referenced complaint brought by ***** ***** (hereafter
  “Complainant”) it is PurCo Fleet Services, Inc.’s position that this dispute
  does not meet the Better Business Bureau’s own criteria for what can or cannot
  be reviewed as a “consumer complaint.”   
  
  PurCo
  has serviced the car rental industry for 30 years, handling hundreds of
  thousands of car rental damage claims in all 50 states (and from many other
  countries).  We are a legitimate assignee
  of damage claims.  A damage claim,
  however, is not a consumer based dispute and the Complainant is not PurCo’s
  customer.  The Complainant is the subject
  of a claim for recovery of property damage. 
  That is not a consumer transaction. 
  
  The
  handling of rental car damage claims can involve insurance claims, bailment, court
  proceedings, torts, contractual violations, and sometimes even criminal
  consequences (e.g. theft, conversion, identity theft) in the context of the
  property damage sought to be redressed.  The
  BBB, on the other hand, should only handle disputes that relate to marketplace
  issues for products or services. The stated purposes for the BBB on its website
  are that the BBB will NOT handle the following types of complaints (please note
  this may not be a complete list):
  
  Cases that are already in or have been resolved by a previous court action, arbitration, or settlement between the parties
  Issues based solely on dissatisfaction of price
  Buyer’s remorse
  Complaints that are not from a person (or a person’s authorized representative) or entity (business-to-business) that had a marketplace relationship with the business
  
  The
  Complainant seems to be upset about PurCo’s not simply taking their side about any
  disputed facts. This type of dispute highlights a key reason for the inapplicability
  of a tort claim as a BBB complaint.  It
  is that a tort is not a “market place experience.”  This rental car damage claim is a valid and
  bona fide dispute. Should Complainant wish to invoke insurance or credit card
  member benefits available, those organizations are more than capable of hearing
  and addressing the complainant’s side of the tort claim dispute.  These insurance or benefits would normally pay
  all or part of the claim should they find the claim valid. In many cases, the Complainant
  would likely not be required to pay anything out of pocket using those
  benefits.  It simply appears that Complainant
  does not want to pay the claim and hopes it will just go away.  That is no basis for a consumer complaint.

• Initial Complaint

  Date:05/25/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Hertz at NWA airport on April 24 2023 and returned it two days later on April 16 2023 in perfect condition.
  
  I also took time stamped pictures and video with clear airport lighting upon returning the car. I had a passenger with me as a witness and there is CCTV cameras at the airport parking that can confirm the same.
  
  10 days later I received a letter from this company called PurCo, accusing me of causing extensive damage to the car (lie)
  Suggesting they called and left a message (also a lie, I have records of every single received and sent phone call on this date)
  
  They are asking me to pay $6,512.24
  
  The claim report also shows pictures with no timestamps and much worse lighting than my video of the car upon drop off. Even with the poorly taken Pictures in the report, there are no damages in any of the pictures they provided.
  
  This is clearly a poorly constructed scam by PurCo. I’m going to retain a lawyer and sue this company, the truth will come out in the discovery proceeding.

  Business Response

  Date: 06/15/2023

  In
  reference to the above-referenced complaint brought by ***** ****** (hereafter
  “Complainant”) it is PurCo Fleet Services, Inc.’s position that this dispute
  does not meet the Better Business Bureau’s own criteria for what can or cannot
  be reviewed as a “consumer complaint.”   
  
  PurCo
  has serviced the car rental industry for 30 years, handling hundreds of
  thousands of car rental damage claims in all 50 states (and from many other
  countries).  We are a legitimate assignee
  of damage claims.  A damage claim,
  however, is not a consumer based dispute and the Complainant is not PurCo’s
  customer.  The Complainant is the subject
  of a claim for recovery of property damage. 
  That is not a consumer transaction. 
  
  The
  handling of rental car damage claims can involve insurance claims, bailment, court
  proceedings, torts, contractual violations, and sometimes even criminal
  consequences (e.g. theft, conversion, identity theft) in the context of the
  property damage sought to be redressed.  The
  BBB, on the other hand, should only handle disputes that relate to marketplace
  issues for products or services. The stated purposes for the BBB on its website
  are that the BBB will NOT handle the following types of complaints (please note
  this may not be a complete list):
  
  Cases that are already in or have been resolved by a previous court action, arbitration, or settlement between the parties
  Issues based solely on dissatisfaction of price
  Buyer’s remorse
  Complaints that are not from a person (or a person’s authorized representative) or entity (business-to-business) that had a marketplace relationship with the business
  
  The
  Complainant seems to be upset about PurCo’s not simply taking their side about any
  disputed facts. This type of dispute highlights a key reason for the inapplicability
  of a tort claim as a BBB complaint.  It
  is that a tort is not a “market place experience.”  This rental car damage claim is a valid and
  bona fide dispute. Should Complainant wish to invoke insurance or credit card
  member benefits available, those organizations are more than capable of hearing
  and addressing the complainant’s side of the tort claim dispute.  These insurance or benefits would normally pay
  all or part of the claim should they find the claim valid. In many cases, the Complainant
  would likely not be required to pay anything out of pocket using those
  benefits.  It simply appears that Complainant
  does not want to pay the claim and hopes it will just go away.  That is no basis for a consumer complaint.
  
  Sincerely,
  
  Spencer
  J******* (General Manager)

• Initial Complaint

  Date:03/23/2023

  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 vehicle from Hertz in *********** 3/2/23-3/5/23. The car had existing body damage. I received a letter from this company stating that the vehicle was damaged during my rental. That is not true.

  Business Response

  Date: 04/07/2023

  Response to *************************** complaint is attached. Essentially, **** did rent a vehicle which confirmed minor blemishes to the vehicle. The rental vehicle was returned with new and significant damage to the front of the vehicle which was not part of the previous cosmetic blemishes. If **** would like to reach out to PurCo to discuss and resolve this incident rather than escalate this with the BBB after a first contact attempt, that would be the proper and appropriate manner to address the issue. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19642562
  
  I am rejecting this response because:
  The claim of new significant damage is false. I am certain that the rental vehicle was returned same condition as when picked up. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/13/2023

  PurCo's assertion of damages remains. PurCo rejects ****'s assertion that the new damage to the vehicle was pre-existing. It is quite perplexing how **** can come to this conclusion when she has neither requested nor seen the new damage to the rental vehicle. **** is submitting a BBB complaint off an initial contact attempt where we are simply notifying her of damage. How can she possibly come to this conclusion without ever seeing the evidence. Her reaction to a simple notice of damage is not only premature, but erroneous. PurCo stands by its claim that the BBB is not the proper forum to address damage claims and that the damage being addressed is new damage to *************************** rental. Again, PurCo invites ******************* to reach out to PurCo to properly address the damages. Her time limitation to file any benefits claim with **** is rapidly approaching, if it hasn't already passed.

• Initial Complaint

  Date:03/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from Hertz at Spokane airport from 6-11 October 2022. I live in Mexico but receive local mail in CA. I was informed in December 2022 that I had a letter from Purco Fleet Services regarding damage to the rental car. The letter was scanned and sent to me, I read it in surprise because I did not note any damage to the vehicle when I returned it. I did some reading on several websites complaining about Purco making false claims of damage and loss of use to rental cars in a number states over a long period of time. I responded to Daniel W**** on 6 January 2023 by email stating that I did not damage the vehicle and based on the numerous complaints and the fact that the only evidence presented in the letter was an invoice dated nearly a month after I returned the vehicle, I was declining to pay the claim.
  I heard nothing back until 6 March 2023 when Mr W**** resent the original PDF with photos attached. I was still suspicious so I forwarded the document to a friend who is an expert in metadata. His observation was that the Adobe tool used to create the PDF was modified to be able to manipulate metadata. In addition, the photos themselves were dishonest as they show a whiteboard with hand written date of 11 October 2022 purporting to show the damage, while the watermark on the photo is dated 24 October which is 13 days after I returned the vehicle, during which time anything could have happened which would not be my responsibility.
  I am attaching below the PDF from Purco and a Word document with my email response to Mr W**** detailing the observations of the metadata expert and again, declining to pay the claim.

  Business Response

  Date: 06/28/2023

  Please note
  the attached Complaint Response. PurCo Fleet Services disputes that the BBB has
  any jurisdiction over a damage incident claim. Mrs. *******' dissatisfaction with
  PurCo is the result of a damage claim and not a consumer transaction. Mrs. ******* purchased nothing from PurCo, but rather either damaged a vehicle in her possession or damage occurred to a vehicle while in her possession. This is not
  within the jurisdiction or intended purposes of the BBB. 

  That being said, Mrs. *******' dispute of this claim raises several concerns that cannot be ignored. PurCo does not engage in consumer transactions. PurCo has sold nothing to Mrs. ******* nor has Mrs. ******* received anything in return. This is a damage claim incident for damages sustained to a vehicle that was under the care, custody and control of Mrs. *******. PurCo engages in the recovery of such damage claims. We have handled hundreds of thousands of claims over the past 30 years. To allege that her dispute of this claim is somehow justified because of a handful of other complaints, out of hundreds of thousands, is problematic. The one has nothing to do with the other. This is a legitimate damage claim that was traced back to Mrs. *******. 

  Mrs. ******* anecdote about the Adobe PDF is irrelevant and will not be addressed. Adobe is a widely used program for opening and sharing documents. No manipulation of any metadata or otherwise occurred. We will not entertain any false or fraudulent accusations to the contrary. The mileage of the odometer matches the exact mileage of the return rental receipt. This, along with the confirmation from the rental agency that the damage was documented on October 11th, is confirmation that the damage to the vehicle was sustained during the course of Mrs. ******* time with the vehicle.

  Notwithstanding the validity of this claim and the damages to the vehicle, PurCo Fleet Services will be closing this claim against Mrs. ******* at this time. I trust this will satisfy Mrs. ******* and her request for resolution.