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

7,231 total complaints in the last 3 years.
2,292 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:06/12/2024
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 received two fines for two rentals from this Hertz location for parking in the neighboring garage. I was parking in the neighboring garage when returning my car after hours as I was instructed to do so by the employees at this Hertz location when renting my vehicle. Never did they tell me that I still need to pay the garage for parking (after hours returns is simply advertised as a service with this location). Furthermore, because the processing of their fines is so delayed, I never received notice of the fine for the first reservation until after my second reservation was completed. Had I known about the fine for the first reservation, I have been able to avoid the second one.I tried to contact Hertz directly about this issue. They referred me to the company that handles their fines, Verra Mobility. I contact Verra Mobility on March 14th and received an automatic reply that they would get back to me within 5 business days. They never responded.The rental agreement number for the first instance was: *********. The number for the second instances was: 918339483.Each fine was $55 with the process fee. I would like a refund of both.
Business Response
Date: 06/19/2024
Complaint ID: ********
RR#: ********* & 403273721

Thank you for contacting us. I apologize for any misunderstanding regarding the parking fee for the garage for after hour returns. A review of our records indicates there is signage in the garage regarding the charge for parking. As a one-time goodwill gesture we have issued a refund for the parking fee of your rental record *********. Please allow up to 7 days for the refund of $55.00 to post to your credit card.
Customer Answer
Date: 06/19/2024

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.

Sincerely,

*********************
Initial Complaint
Date:06/12/2024
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.
Hello I rented a car on the official website on June 2nd and paid part of the money($41.88) online, and the total was ***** including insurance. But on June 5th, the day I picked up the car, hertz told me there was no order for me and it had been cancelled. But I didn't do anything to cancel. Even on June 3rd, hertz sent me an email to remind me to pick up the car. So on June 5th, I could only rent a car offline at a higher price($111.35). At the same time, I discovered that after the order was inexplicably cancelled, the money I had originally deducted was not returned to my bank card.I wonder if Hertz thought the price of my online booking was too low and deliberately canceled it for me to book a more expensive price now. when I asked what it mean when upgrd $10/day appears in the bill. The staff's answer was that if you book online, you can't, but you need to book offline.I was furious, I obviously wouldn't cancel the offer for online bookings, but instead walked into the office to spend more money to rent a car at the same time on the same day.So I need Hertz to refund the $41.88 I paid online and the $10 UPGRD I paid for the offline car rental.
Business Response
Date: 06/17/2024
Complaint ID: ********
RR#: 941486722
Res#: K8774542619

Thank you for contacting us. I apologize for any misunderstanding. Please be advised the location would have no reason to cancel your reservation K8774542619, however I have issued a refund for the prepaid amount of $29.84 USD. Please allow up to 10 business days for the refund to post to your account.
In regards to your rental agreement 941486722, I have adjusted the daily rate to the rate on your original reservation and refunded the upgrade. The refund amount is $25.58 CAD and will post to your account within 7 days.
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:06/12/2024
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.
Confirmation # K8752144046 I had purchased a car rental through Priceline for $237 dollars for an economy car at the ******************************** for 6/12/24 at 6am. I had to wait till 6:20am for someone to show up. When the Hertz Employee arrived they proceeded to say that even though my Priceline invoice total was $237 the total amount would be $419 with an additional $200 deposit. The employee also was only going to give me a Dodge Challenger when I asked for an economy car. After showing the employee my Priceline invoice they still were persistent on saying the price would be $619 due to taxes and fees. I had ended up canceling my car rental reservation and having to spend the rest of my morning calling Priceline and Hertz to have my $237 refunded to me. After the money was refunded the representative from Priceline explain to me that since I had already paid the $237 through Priceline there shouldnt have been any addition costs. After the entire situation I was left with out a rental and had to cancel multiple reservations and plans for my vacation due to the Hertz employee from the ********************************. I had lost money due to all of my canceled reservations since I did not have a rental car because of Hertz Rental car. I felt that I was being mislead and almost swindled into paying an additional $619 from the $237 I had already paid through Priceline. The employee from Hertz has made me lose all my trust in Hertz.
Business Response
Date: 06/14/2024
BBB Case# ********
RES #: K8752144046

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

I sincerely apologize for the inconvenience experienced. There are a couple things that could make your final invoice higher than the amount you paid via Priceline. Hertz does offer additional added coverages that do protect our customers from different things such as damage fees due to accident, or replacement key fees if keys are lost or stolen. These fees are based off of vehicle given and length of your contract. Additionally, your rate could increase if you request an upgrade from your vehicle class. If the location does not have the reserved vehicle class, they will typically provide the next vehicle class for free. However, if the customer chooses to upgrade to a different vehicle class than the one offered an upgrade fee would then be billed.

Thank you for contacting us.
Customer Answer
Date: 06/14/2024

Complaint: 21841002

I am rejecting this response because:
I did not want to upgrade my package from an economy car to a Dodge Challenger. Also the Hertz employee was saying that I would be paying the additional 419 dollars due to taxes and fees which does not make sense. I was never given any sort of invoice that had any sort of price break for those fees and taxes that would add up to that amount. If I had went through with the transaction I would have paid $657 with an additional $200 deposit because I had already paid Priceline $237 and the Hertz employee wanted to charge me for $419. I understand that if I had upgraded to another package my total amount would change but I did not want to make any upgrade I just wanted to receive the rental car that I had already purchased and enjoy my vacation. On top of that I had to cancel multiple reservations which I had put deposits on and lost money because of my failure to receive a rental car and tried to recover what I had left of a vacation. I felt as though I was being scammed which I never would have thought would be the case from such an established company such as Hertz and I feel I deserve some sort of retribution due to your companys lack of honesty and professionalism.
Sincerely,

***************************
Business Response
Date: 06/19/2024
BBB Case 21841002
Res No: K8752144046

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

When prepaying through a third party, you are only paying for the rate to rent and most fees and taxes. This amount does not include any additional services, like the young renter fee, coverage, fuel, etc. We have no control over how the information is displayed through a third-party booking site. It is my sincere hope you understand our position in this matter as it is the third parties'?responsibility?to provide clear explanations as they may use different terminology than ours, which is why we recommend booking direct for a clear and accurate portrayal of expectations.

Thank you for contacting us.
Customer Answer
Date: 06/19/2024

Complaint: 21841002

I am rejecting this response because:
I understand adding additional services will increase total amount but I didnt add on any coverages and upgrade my services. I was told that my total of $619 through Hertz was due to airport fees and taxes which does not justify my rental of 3 days. I have used Priceline in the past with other car rental services and never had this issue. If I was given an invoice with a breakdown of every cost then I would not be here filing a complaint. Like I said previously I felt as if I was being swindled by your employee for up charging me $619 extra on top of what I already paid for a 3 day car rental.
Sincerely,

***************************
Initial Complaint
Date:06/12/2024
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.
We are deeply dissatisfied with our recent experience with Hertz during our ski vacation in *****. We rented a vehicle from your ************** location from February 24 to March 6, 2024, with the explicit requirement that it be equipped with winter tires or chains suitable for the Dolomites.At the Hertz counter in **************, we were assured that the vehicle provided was appropriate for winter conditions. Unfortunately, this was not true. The tires on our rental car were inadequate for the alpine snow, resulting in multiple incidents where we got stuck. One severe incident required a rescue by the local fire department, who confirmed the tires were unsuitable and fined us 200 EURO for the rescue and lack of proper winter tires.Our attempts to address this upon returning the vehicle were hindered by the closure of the ************** location. Subsequent efforts to resolve the matter through Hertz customer support were met with unresponsiveness and a lack of accountability. The false assurances at rental and the dismissive attitude of your support staff have compounded our frustration.After involving our credit card company to dispute the charges due to the lack of resolution from Hertz, we received a threatening email from Hertz Collections demanding full payment. Faced with potential debt collection and damage to our credit rating, we reluctantly paid in full. Documentation and evidence were provided to Hertz in response.Hertzs handling of this situation is unacceptable. Not only was the vehicle unsafe, endangering our safety, but your company has also failed to acknowledge responsibility or offer compensation. Instead, we have faced threats and undue pressure.We seek formal acknowledgment of Hertzs failings, compensation for the fine due to the inadequate tires, and for the distress and inconvenience caused by customer service teams lack of support and the subsequent threatening communications from Hertz collections department.
Business Response
Date: 06/24/2024
BBB: 21840717
RA: 347142095
This is in response to *********************.
Thank you for contacting us regarding this matter. I would like to apologize on behalf of Hertz for your less-than-satisfactory rental experience with us. I do apologize that the tires on the vehicle you received were not up to standard for the weather resulting in a fine. I have issued a refund of $250 for this fine incurred and the inconvenience this has caused you. This is issued back to the card on file. Please allow 3-5 days for processing. I truly do apologize for the lack of customer service you have received.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 06/26/2024

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,

*********************
Initial Complaint
Date:06/12/2024
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.
While renting a vehicle I was charged for coverage I did not ask for resulting in a hold on my checking account that I did not anticipate of over $250. This caused me over $325 in overdraft fees due to auto payments that came out~ I attempted to contact Hertz starting 6/1 when I found out about the extra charges ~ to date they have NEVER returned a telephone call and only responded via ******** messenger ~ and are only refunding $25 claiming I continued to "use" my account. I couldn't use my account~ they put a hold that ******** my account ~ and they REFUSED to call or help me!! And now they say they will give me $25
Business Response
Date: 06/14/2024
BBB Case# ********
RR #: 155308613

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

I sincerely apologize for the inconvenience experienced. In a full review of our records, I can confirm a total refund of $252.67 was issued back to the credit card on your account. This was for the additional coverage options, the $25.00 credit, and applicable taxes. Please allow 5-7 business days for processing.

Thank you for contacting us.
Customer Answer
Date: 06/14/2024

Complaint: 21840347

I am rejecting this response because:
They refunded coverage that I NEVER approved or asked for!! The issue is the fact the addition of the charges for that coverage is what caused a $984 hold on my checking account instead of a $696 hold. As a result of the Hertz Emoloyees error I had a negative balance on my account beginning 6/1/2024. I attempted to call Hertz starting 6/1, I sent Hertz multiple messages via FB messenger~ asking for someone to contact me~ and there was no contact. HAD the company contacted me the charges would have been removed and the hold reduced~ AND the overdraft fees would NOT have occurred. The company response to this complaint, and their complete LACK of respect and communication to me has been the worst level of customer service I have EVER received.

I have additional screenshots I can send about the lack of response from Hertz

Sincerely,

***************************
Business Response
Date: 06/18/2024
BBB Complaint #********

Rental Record #*********

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

Thank you for reaching out and allowing me to review these concerns for you. Upon reviewing your rental contract I see that you were refunded $227.67 for the additional coverages. I see you were also refunded $25.00 for one of the overdraft fees as a gesture of goodwill. As the remaining fees were caused by further use of the account ********************** cannot accept responsibility for those fees and no further refund is warranted. Again thank you for allowing me to review these concerns for you.

Thank you for contacting us.
Customer Answer
Date: 06/19/2024

Complaint: 21840347

I am rejecting this response because: the company does not even read the complaint. They REFUSE to acknowledge that their lack of communication and customer service caused the issue. They continue to say, continued use of my account~ that's not true!! My account had no available funds due to Hertz error!! This is the most ridiculous customer service ever!! I had $325 in overdraft fees~ my bank refunded me $100, Hertz $25. I am still out $200 BECAUSE of Hertz!! AND it's June 19th and the company has STILL not called me even though the messages state they will contact me in 3-5 business days!!

I would like my $200 refunded~ if not, then I would like at LEAST half of they refunded!!

Sincerely,

***************************
Initial Complaint
Date:06/12/2024
Type:Order 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 went to rent a car and was informed I could not because I owed a balance on tolls. I tried to call the number/escalate to send proof of payment in 2021 and no one took me seriously. I had to search my records and contact who I made payment to retrieve a paid in full letter. The email provided to send proof to hertz kept bouncing back as well. Please also update your methods and procedures for outstanding toll collections because this evidenced something is terribly broken with your naughty list system. Maybe have a person enter their license number prior to booking so any logistical errors can be preemptively resolved before being surprised on vacation.
Business Response
Date: 06/14/2024
BBB Case# ********
RES #: UNKNOWN

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

I sincerely apologize for the inconvenience experienced. Please call our ************************** dedicated line at ************* with your full driver's license number for further review. Please provide case# ******** to the agent on the line.

Thank you for contacting us.
Initial Complaint
Date:06/12/2024
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.
June 6- the 9th I rented a car from *********** from *******/Budget. I was told the charges were to be ****** I returned the car at 7 am in the morning, 30 Min before the cut off I am being charged for 2 extra days and a late fee. I have emailed the company 4 times with no resolve. All the phone numbers on the internet are just recordings. There is no way to contact a real person. On the invoice it has the correct date of rental, but the charges say 5 Days.Thank you for your help *********************** ************ *********************
Business Response
Date: 06/20/2024
Complaint ID: ********
Thrifty RR#: 157615301
This correspondence is being sent in response to ***********************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the additional days billed on your recent rental. Our records show the vehicle as being returned on 06/10/24 at 17:12h and we have been unable to confirm a different return date or time. So that we may assist further, please provide a copy of your boarding pass showing your departure from the airport. Once we receive this information, we can assist with correcting any billing errors.
Initial Complaint
Date:06/12/2024
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.
On May 23rd, 2024, I found a vehicle I wanted to purchase on Hertz's website. I submitted a fast pass online and scheduled an appointment for Saturday morning. The vehicle was in ********** and I live in ******. Friday morning I recieved a call to establish the appointment time for Saturday morning at 1000. I called the Hertz store in ******* around 1000 to confirm the availability and my appointment time for the following day. I explained that i was driving from ******. I was told by ********************* that the car was available and my appointment was confirmed. I had an additional question about a returning customer discount and she said she would find out and call me back. I took off VL from work and purchased a hotel room.At ******************************************************* up and we started the Journey to ******* to buy the vehicle. At approximately 1630, I recieved a call from ********************* stating I would get the discount. I told her that we were on the way and that I would see her the following morning at 1000 for my appointment. At 1900 we arrived in *******. We sat down for dinner and I had an email from ********************* time stamped 1730 that said the vehicle that I had reserved had been sold.I went to their store at 1000 the following morning and after about 45 minutes of apologies and promises that they would find me a different vehicle, I left with nothing. The manager promised he would call Monday with some vehicle options.Monday he called and basically said he couldn't find anything and would get back with me. I did not hear from him again. I emailed their corporate office twice asking for reimbursement of my hotel and travel expenses and after more than a week, i received 2 replies that apologized and said my case didn't support any refund of my actual expenses. I have purchased a vehicle from another company, but I want reimbursed by Hertz for my hotel and travel expenses. Thank you.
Business Response
Date: 06/18/2024
BBB Case 21837948

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

I apologize for the confusion and inconvenience regarding your appointments for a car sale. Please be advised that while you can book an appointment with an agent, vehicles cannot be held. Please rest assured, the experiences you shared will be forwarded to the appropriate management team for an internal review and any corrective action deemed necessary.

Thank you for contacting us.
Customer Answer
Date: 06/18/2024

Complaint: 21837948

I am rejecting this response because: There is no resolution offered. You did reserve the vehicle for me when you accepted the fast pass I submitted and when you made me an appointment to purchase the vehicle. The appointment was confirmed twice. I had over $260 in hotel, food and gas expenses that I want reimbursed for. Your treatment of me and absolute disregard of my time and expenses I have occurred is unexceptable. You have lost a good customer who had purchased 4 vehicles in the past. Now I expect to be reimbursed for my actual expenses. (Reciepts attached).

Sincerely,

***************************
Business Response
Date: 06/21/2024
Complaint ID: ********

I apologize for your dissatisfaction, however our Car Sales team does not hold vehicles, however they did try to assist you in locating a similar vehicle but you declined their offer and stated everything had to be the exact same. Unfortunately they did not have a ****** Rogue that was an exact match. We respectfully decline your request for reimbursement of your expenses. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
Initial Complaint
Date:06/12/2024
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 April 20, 2024 I tried to rent a car from Hertz. They didn't have any vehicles to rent to me and were trying to offer an 18 or 16 passenger van. I never got a vehicle. I eventually spoke with a rep at the location and was told I could cancel rental and get a refund. He told me to call back because he was busy. I called back and never reached him. I called the next day and didn't reach anyone. I never could reach anyone after calling during the rest of April and some of May. I eventually reached out to corporate and sent an email about the issue. I received an email from a customer correspondence administrator named **************** on May 20. I was told in the email they understand and would give me a refund and it would take 7-10 business days to reflect on my card. I never received the refund and today is June 12. I replied to her email and didn't get a response. I called Hertz again today and was told to wait another 7-10 business days.
Business Response
Date: 06/14/2024
Complaint ID: ********
Res#: K83438549C5

Please accept my apology for any inconvenience caused. I have confirmed the refund of $136.59 was approved on 06/13/24. It can take up to 7 days for the refund to post to your credit card account.
Initial Complaint
Date:06/12/2024
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.
Rented a car for 3.5 days from ******************* 5/18-21, prepaid via Expedia, itinerary **************, Thrifty conf# K85832484D4. Was told they would apply a hold of $804 on my credit card, confirmed my prepayment of $151.03 via Expedia and that all I was due was $69.59 for extras/fees. Now, as a foreigner in the U.S. my English is not without flaws, and my accent is significant. Furthermore, I am a holder of an Israeli Drivers License, which was scrutinized by the female attendant who assisted me at the check in desk. During the brief exchange with said attendant at pick up, she aggressively tried to make me purchase extra coverage which I denied as I always do, given my cc provides enough coverage for my needs. Upon my refusal, she handed me the extensive rental document and asked me to promptly sign. Little did I know that I was actually signing up for exactly what I had just clearly and loudly declined: extra coverage. This rep, no doubt taking advantage of my imperfect English language proficiency and my holding a foreign, Israeli DL, had covertly added the highest level of coverage. I have since learnt that these rental car sales reps and attendants gain commission on the insurance they sell, thus this woman no doubt made good money on the coverage she fraudulently claimed I had, as Thrifty/Hertz now claim, accepted by signing the contract. Thus upon the release of my hold deposit, turns out Thrifty charged me $392.58 for the extra accepted insurance. Upon my written complain, ********** from ************************ replied that as I had accepted the insurance coverage by signing the rental document I was due no refund. In my blissful ignorance, I was willing to give Thrifty/Hertz the benefit of a doubt, that this fraudulent upsell was committed by a dishonest rep alone, an outlier. I guess I was wrong. Consumer deceit practices appear to be tolerated by Hertz by their turning the other way and then blaming the victim.
Business Response
Date: 06/13/2024
BBB Complaint # 21837681
Rental Record # 147679011
This is in response to *******************.
I appreciate the opportunity to review your concerns. The net due for rental record # 147679011 is $392.58. You were charged Loss damage waiver for $167.96, Liability Insurance Supplement for $65.40, and Premium Emergency Roadside Assistance for $39.96. Upon reviewing your rental contract, I confirmed that charge was listed and signed for at the time of rent. Therefore, the charges are valid. I do understand this is not the outcome for which you had hoped. However, based on our thorough review of this matter,no adjustment is warranted. Attached is a signed copy of your rental agreement.

Thank you for contacting us.
Customer Answer
Date: 06/14/2024

Complaint: 21837681

I am rejecting this response as you are simply confirming that Thrifty LAX is committing consumer fraud in covertly adding insurance that was neither requested nor wanted. As stated, I had repeatedly denied any insurance the rep was trying to upsell me. Nevertheless, she underhandedly added the extra coverage anyway and asked me to sign the documents, banking on my limited English proficiency and my not noticing the scam. Her bet turned out to be spot on: I did indeed not realize her scam. In my ignorance I had little reason to believe this agent was going to act with premeditated deceit, exploiting a foreign customers naivit and trusting nature. So while youre right in claiming I signed the document, what I signed for is not what I had agreed to nor accepted. And the agent knew this very well. Thus the very definition of fraud. All this to say, your response is as enlightening as it is incriminating. As a company, Thrifty and now evidently also Hertz after the take over, turn the other way while their employee(s) act with deliberate and willful dishonesty. And so the double dealing continues: a win-win for Hertz and Hertz employee who is gaining great commission on her falsified insurance sell as the more insurance she sneaks into that form, the bigger paycheck she makes, and yet, what a disheartening reality for us honest and gullible customers.
Sincerely,

*******************
Business Response
Date: 06/19/2024
RE: BBB Complaint # ********

Rental Record # *********

Dear *******************,
Thank you so much for reaching back out to us about your complaint. I understand your frustration over your recent rental bill. I have reviewed your signed rental agreement. On page 1, you agreed and accepted the Loss Damage *************************** Supplement, and Premium Roadside Service. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement, the charges are valid, and no adjustment is warranted.
I understand this is not the outcome you had hoped for; however, after our investigation, we found that the charges have been correctly invoiced. I appreciate the time you have given me to look over your concerns. Please have a good week!
Customer Answer
Date: 06/19/2024

Complaint: 21837681

I am rejecting this response because: once again, Thrift/Hertz is hiding behind the accepted charges, that were indeed for sure not accepted by us. The proof is in the pudding: who in their right mind on a $200 car rental charge will sign up for an insurance coverage charge of an additional $400?! It is embarrassing how Hertz is digging the hole deeper a deeper trying to make sense of their ridiculous charge. Yet, no one is fooled: to all of us honest and well intentioned customers, its clear beyond a shadow of a doubt that this is by now a deliberate *******, sanctioned by the **suites. As previously mentioned, willing to give Hertz the benefit of a doubt thinking this fraudulent upcharge charge was the action of a single, dirty employer, its since been proven the company stands behind these corrupt practices. Hertz knows exactly what they are doing playing dumb here, repeatedly blaming the client by stating the customer accepted by signing. Well, in our case with limited English language proficiency, we relied upon the LAX sales rep respecting and heeding our refusal of all additional insurance she so intensely tried to sell us. Said rep subsequently hurried us up to sign the contract, gesturing to the long line behind us implying we were holding up the line. In the spirit of trust and compliance we signed without reading the whole fraudulent coverage addition the rep had intentionally slipped into our contact, banking in our trusting nature. It is very clear to us now that she had perfected this scam of concocted rental contracts during the course of her employment. Whats worse: this was done in tandem with the very complicit Thrifty/Hertz leadership who turns the other way and with their corporate might rather than rooting out the rot in their ranks slickly blames the bamboozled clients.
Given the hundreds of similar accounts relayed by fellow deceived Thrifty customers of basically identical scams, its now clear beyond a shadow of a doubt that this systemic sham takes place in an environment where Thrifty (now owned by Hertz) very skillfully blames the trusting customer instead of acknowledging the rot in their ranks. No worries, **************************************** has a way of sniffing out the decay and the rot and will be able to address the systemic ruse accordingly

Sincerely,

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

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