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

7,226 total complaints in the last 3 years.
2,284 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:06/11/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I dropped a rental off on June 2, 2024 around 2:30PM. I asked for a receipt via website on June 3 and 4 via web with no response from the company. I called and spoke to a representative on June 4, 2024 and was told it would get resolved, but never heard back. Reached out to Hertz via instagram and finally, on June 9, 2024 was informed Hertz has lost the car.
Business Response
Date: 06/13/2024
Complaint ID: ********
********************** RR#: 151699192
This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern or frustration caused to you by the delays in when you received your final invoice. While an invoice is typically available immediately once a vehicle has been returned, there are some instances in which it may be delayed up to 7 days after the date of return. Our records show you rented a vehicle with Hertz in ****** on 05/25/24 and returned one-way on 06/02/24 to ************ When returning one-way, the receiving location is responsible for notifying the original renting location that the vehicle has been returned. At which time, the original renting location will close out the contract and issue the final invoice. Due to this, there was a delay in when your final invoice was generated.
However, we can confirm the rental has been closed out as of 06/11/24 with a return date of 06/02/24. We have attached your final invoice for your review and record.
Customer Answer
Date: 06/14/2024

Complaint: 21825152

I am rejecting this response because the invoice was provided after 7 days and I was asked to find the car one week after it was returned. I received a message from Hertz customer service on Sunday, June 9 (1 week after the return of the vehicle) asking where it was because the *** location had lost it. I proceeded to spend 2.5 hours of my evening trying to get ahold of someone to find out what was going on. No one responded or called me back and I was just handed an invoice and five pending charges on my CC, one of which has yet to drop off.
I expect a partial refund for inconvenience of having to spend my weekend doing the work for Hertz. I did my part - they didn't do theirs.

Sincerely,

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

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

This is in response to Hayley.

Thank you for allowing me to review your concerns. I have reviewed the matter further and see the rental has been closed out. The pending charges that your card acquired will fall off. Since you did have vehicle for the entirety of the rental no adjustment is warranted. Again thank you for allowing me the time to review your concerns.

Thank you for contacting us.
Customer Answer
Date: 06/21/2024

Complaint: 21825152

I am rejecting this response. Previous issues already noted. Receipt was received after 7-day window noted on Hertz website. Requests for assistance went unresponded to. Delta Vacations became involved and were also given the runaround by Hertz MSP.
I will keep rejecting responses from Hertz until some sort of compensation for the trouble is received.
Not your doormat,
****** and ***********************
Initial Complaint
Date:06/11/2024
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.
Hi My family and I rented a car on march 29, 2024 and returned it on April 2, 2024. Reservation K8084075044 Our son left a small brown wallet in the car. I went online to the Hertz lost & found search, and it said a wallet was found at SLC hertz on April 3. Since then, I have submitted the online form 3 times, but have received no email of acknowledgment and my wife and I have probably spent 3 hours on hold with Hertz with no single person to speak with. We had to return to SLC April 12 and spoke to the hertz airport counter agents and they said to contact ************ which we did by email on April 13. On April 19, we were informed that the wallet was found and matched back to our rental record even though it was our sons name on the wallet and not mine. On April 29, we followed up again and were informed on May 2 that the wallet was matched to us and was being brought to the *********** counter for pick up. We emailed right away to inform them that we do not live in *** and therefore asked for the wallet to be mailed which we were told verbally that lost and found items can either be picked up or mailed. Since May 2, 2024 we have not heard back from this office despite multiple attempts on May 2, May 5, May 29 and 6/1. We have provided our address and have not gotten any response since our wallet was found and matched to us. We hope to hear back shortly as we have to resort to BBB to help us find a single person that can help us! The person we were speaking with through May 2 was:Raiatea Segi Senior Operations Manager *************************************************************************************** ******************************* *************************************** Ph: ************
Business Response
Date: 06/19/2024
Complaint Id: ********
Rental Agreement Number 110368871

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

In accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles. However, we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. I have reached out to our **************, ** location to confirm if there was a brown wallet left behind in the vehicle. It appears no item was located inside the vehicle upon return.

I truly regret this inconvenience. Thank you for contacting us.
Initial Complaint
Date:06/10/2024
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.
Hertz Contract #*********. I rent weekly through with Hertz through **** and my contract started on 1/30/24. The vehicle was repod June 7 due to being 10 days late, which I was unaware. The missed payment was on the 28th. I was unaware because when I checked my bank account balance on the 29th, I saw Hertz had drafted a payment that morning, so I thought everything was fine until the June 7th repo. Thats when I called and found out that the payment drafted on the 29th was from Feb 27! How could this be? How could I owe from Feb 27 and have never been informed, nor any attempted repossessions? Furthermore, why wasnt my weekly payment automatically processed on the 28th? Instead, a day later a random payment from Feb is processed.I thoroughly communicate weekly with the local office about my bill and have had numerous conversations with the billing department. I do this often to ensure my account is in good standing and by the end of the call, it always is. But never has anyone from the local office, nor the billing **** informed me of a lingering $704.91 payment from Feb 27. As often as I am in communication w local, this matter couldve been properly sorted out. This random February payment, that I had originally thought was my May 28th payment, ultimately made it impossible for me to cover the May 28th and the June 7 payment.This has put me in a bind. I am falling into a deeper hole daily because ****ing was literally my full time/ overtime job. From June 7 to today I have missed a great amount of revenue, making it impossible to complete my June apartment rental payment and even more difficult to rent a vehicle again so that I could get back to work. I really need assistance with this matter.
Business Response
Date: 06/19/2024
Complaint Id: ********
Rental Agreement Number 919459785

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

I regret the inconvenience this matter has caused you. After reviewing our records, this contract was paid and current until May. The rental became past due, and we are unable to extend a contract when a rental is past due. When a vehicle is past due it triggers our overdue process to be imitated and our vehicle control team will attempt to contact the customer to inform them that the balance will need to be made current and the contract extended, or the vehicle returned. After failed attempts in getting the rental extended or returned a repo was hired in accordance with our Terms and Conditions of our **** Program agreement.

Based on my findings the charges billed are valid and no adjustments are warranted.

Thank you for contacting us.
Customer Answer
Date: 06/20/2024

Complaint: 21830330

I am rejecting this response because:

Hertz did not address much of my complaint. They have not addressed their computer errors which clearly are a direct cause of my missed payments.
Hertz:
failed to automatically process my regularly scheduled May 28 payment
processed a previously unknown (at no time did local nor billing department never notified me of this lingering payment) payment on May 29
completed my May 21 payment on May 29th, then simultaneously credited the same amount back to my account
Again, there is clearly a computer error with Hertz that directly affected my payments. This hasnt been addressed one time in Hertz response.
Sincerely,

***************************
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear ********************,
I thank you for your response regarding your complaint. According to our records, the extension was not completed due to denied payment. It is up to the customer to stay current with their ********************** expenditures and due times. At the end of each week, a charge for the total due amount is sent to your credit card company. The time it takes for the hold to be released can vary depending on the credit card company, and there might be a delay from when the charges are received to when the hold is lifted. The duration of this process is not controlled by Hertz. As the card issuer is in charge of releasing authorization holds/funds back to their customers' accounts, you would need to reach out to them directly for further help. As the rental was not successfully extended, the amount due is valid. Have a great weekend!
Customer Answer
Date: 07/03/2024

Complaint: 21830330

I am rejecting this response because:

*********** stated that the payment was not completed due to denied payment, but this is not fault on my behalf. In my previous complaints, I have stressed that Hertz processed my May 21 payment and credited it back to my account 1 week later (May 29). I will attach a screenshot verifying this information.
Furthermore, *********** hasnt acknowledged the fact that (1) my May 28 payment was never tried on a May 28, which my bank has confirmed (2) instead of Hertz processing my automatic May 28 payment on May 28, Hertz processed an automatic $704.91 payment on May 29, that was said to be a payment from Feb 27. I will attach a screenshot verifying this information as well.
With viewing the attachments, which indicate computer and/or clerical errors, it is my hopes that we can reconcile this situation swiftly, as I have been permanently suspended from renting with Hertz.
Best Regards

Sincerely,

***************************
Business Response
Date: 08/19/2024
Complaint ID: ********
RR#: 919459785

We apologize for any misunderstanding. In regards to the billing for the week ending on 02/27/24, please be advised the normal billing was processed on 02/27/24 for the amount of $704.91. On 04/18/24 a chargeback was received from your financial institution. When a chargeback is initiated, the consumer is provided a provisional refund until the dispute is completed. On 04/25/24 there was a chargeback reversal which would have resulted in your financial institution adding the charge back to your account.
Our records indicate the vehicle was overdue which resulted in our overdue process initiating, when the vehicle was not returned a repossession team was hired to locate the vehicle and repossess it.
Initial Complaint
Date:06/10/2024
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 am writing to express my dissatisfaction and frustration with an ongoing issue concerning my Hertz reward status level that has remained unresolved despite my numerous attempts to seek assistance through the appropriate channels provided on your website and through your airport agents and representatives.Since November 2023, I have been trying to rectify discrepancies in my reward status level within your system. Specifically, my rewards level is correctly reflected in one part of your database, President's ****** but incorrectly in others as an *************** member. This inconsistency has caused repeated interruptions to the convenience and benefits that should be afforded to me as a President's ****** rewards level member. At every rental I'm listed on the **** board only to see the words "See the Desk" following my name and causing me to going inside the **** Desk booth to present my credit card and ID. Extremely humiliating and embarrassing as an elevated rewards member.Despite following the prescribed procedures and reaching out multiple times, I have yet to receive a satisfactory resolution. Each attempt to address this issue has been met with either inadequate responses or no follow-up at all. This experience has been exceedingly disappointing, especially considering the high standards of service that Hertz is known for.I kindly request that this matter be escalated and addressed with urgency. The inconsistency in my rewards status has not only inconvenienced me significantly but has also undermined my trust in the reliability of Hertz's service. I expect to receive the benefits associated with my correct rewards level without further delay.Please provide a definitive resolution to this issue at the earliest opportunity. I look forward to your prompt response and a swift correction of my rewards status level across all areas of your database.Thank you for your attention to this matter.Sincerely,********************************* Hertz Reward Number - *******
Business Response
Date: 06/19/2024
Complaint Id: ********

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

I regret the inconvenience this matter has caused you. After review of our records, your Gold status is showing as Presidents Circle. For us to thoroughly review this matter we would require more information such as any error message and or photo of what is being displayed. I would recommend contacting us directly at *************************************************** with any supporting documentation so a thorough investigation can be conducted.

Thank you for contacting us.
Customer Answer
Date: 06/20/2024

Complaint: 21829287

I am rejecting this response because I do not want to close my complaint until my issue is resolved. There still seems to be a disconnect on behalf of the business and my original complaint and nothing has been resolved to date.
I will contact Hertz at the email address provided but that does not resolve my issue by them providing yet another email address. This is third time that I'm being past off to yet another email address at Hertz. No one at Hertz finds it important enough to reach out to me for clarity. I will contact them at the email address provided but do not want to close my case with BBB at this time.

Sincerely,

*********************************
Business Response
Date: 06/24/2024
RE: BBB Complaint # ********

Dear Mr. **********,
Thank you for reaching out to us regarding your Gold account. I have reviewed your account and made some necessary changes and updates, as well as deleting a partially created account that *** have been causing your pick-up issues. You should now receive ************ when renting with Hertz. Please reach back out if you continue to have issues so I *** investigate further. Thank you!
Customer Answer
Date: 06/25/2024

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:06/10/2024
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.
The Hertz reservation confirmation is #K8721058977. Rented vehicle to drive one way to DFW Intl to catch a flight (airline issue). Desk agent was told we wanted fuel prepay as show on their desk signage of $3.17/gallon and quoted same, but said he had made a mistake and created a new contract, with the wrong fuel quote ($12.99/gallon). We realized this after leaving the ** and seeing a charge for over $86 more than expected. (The vehicle refuel was charged as $121 for 11 gallons.) We assumed a simple error, and tried to call the ************ but they will not answer phone. Called ************************** in May *******, but also no answer by human (but left a message; never a response). Received email survey from Hertz (ironically) also on 5/30/24 and described issue as noted above. Response back due to low satisfaction score (zero) we will contact you with 3-5 business days. SEVEN DAYS LATER (over 5 business days) - ZERO RESPONSE FROM HERTZ. We expect a billing correction of the difference ($86.13). Note: I am a longtime Hertz Gold Plus Member, and this level of poorly executed service and lack of response as promised and reasonable to expect or even just not answering/returning a call / contact seems to indicate a culture of either malfeasance or incompetence. Neither is acceptable. I will route all future business to other companies henceforth and share this experience for the education of others.
Business Response
Date: 06/13/2024
Complaint ID: ********
********************** RR#: 152618421
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
I regret any misunderstanding regarding the refueling charge on this rental. Hertz vehicles are generally rented with a full tank of fuel. Customers are asked to return the vehicle full, or they may accept the Fuel Purchase Option (***). This option allows the customer to purchase the full tank of fuel at the time of rental at a per gallon rate comparable to, or less than, local fuel rates. If *** is not selected at the time of rental and the vehicle is returned with less than a full tank, Hertz will apply the Fuel and Service Charge noted on the rental record. The charge for this service is determined by our various administrative, labor, and product costs of refueling the tank, and does not solely involve the sale of fuel.
Upon reviewing your rental contract, we show the *** was not included. It is the customers responsibility to review this contract before departing the facility in order to ensure all the information outlined is correct and to address any errors that were made. Unfortunately, we are unable to recreate a verbal conversation at the rental counter and must base our decision and response on the documentation available to us which shows the *** was not accepted and therefore the Fuel & Service Charge (FSC) was valid when the vehicle was returned with less than a full tank of fuel.
While an adjustment is not warranted, as a gesture of customer service we have processed an adjustment on your final invoice to the *** rate of $3.179/per gallon or $47.05 total for the full tank of fuel. This change has resulted in a refund of $90.46 being processed to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the funds to show on your billing statement.
Initial Complaint
Date:06/10/2024
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.
On May 9, 2024, I picked up a rental at Hertz at the ***************, approximately 4 miles from my house, at about 7pm. I needed to drive from ******* to ***** by 5am the next morning (5/10/24). I parked it on my driveway straight from picking it up. Once I was ready to leave for ***** the next morning, the car did not start. I contacted Hertz's roadside assistance, and spoke to ***** who indicated that the car in fact only had 8% battery life. I explained my urgency to get to ***** for a doctor's *********** early in the morning and requested they please replace the car right away. ***** said that would not be possible. I had no choice but to borrow a car from a family member and leave. ***** reported this to his office and they sent a tow truck to pick up the car later that day. I called Hertz's customer service to complain and they connected me to their billing department which indicated they were making notes. I of course requested a refund since I was never able to use the care and advised them I would contact **************** to not pay for this rental. Despite it all, Hertz proceeded to bill my card. I filed a dispute of the charges with ****************. Incredibly enough their response to the dispute was that they would not accept a charge back, that the car did not have a full tank of gas and they would resort to a collection agency if payment was not made. One would not imagine in a million years such horrible service from the Hertz Corporation. Funny they would mention the car not having a full tank of gas when it was only driven for 4 miles and then died. **************** requested my documentation regarding this dispute and has since refiled on my behalf. The BBB should definitely publish such behavior so others know what to expect if they use Hertz. Thank you.
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 142503023

Please accept my sincere apology for your experience and for any inconvenience caused. I have issued a refund for the full charge of $198.74 to your credit card. Please allow up to 7 business days for the refund to post to your account.
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:06/10/2024
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 5/1/24, I paid ****** to Hertz for a rental for dates 5/16/24 to 5/21/24. Reservation: K8444542934 Upon my arrival, the desk agent notified me that they cannot find my reservation on their end and that I need to call the billing department for a refund. I have been trying for almost 1 month to get s refund. This is my 4th attempt at getting a full refund of ******. I NEVER RECEIVED A VEHICLE FROM HERTZ.
Business Response
Date: 06/20/2024
Complaint ID: ********
Res#: K8444542934

Please accept my apology for any inconvenience you experienced. A review of our records indicates a refund of $396.23 was processed to your credit card on 06/18/24, however we received a chargeback from your financial institution also on 06/18/24. Due to this, you have received a refund from both Hertz and your financial institution. You will need to notify your credit card company of this so that they can reinstate the chargeback amount and ensure Hertz receives that payment to prevent Hertz from sending it to collections.
Initial Complaint
Date:06/10/2024
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 # ********* I rented a vehicle in March 2024 to travel to my Aunts funeral. When I got to the rental office, the vehicle that was given to me was covered with pollen and was not thoroughly cleaned in the inside. I had to ask a rep if they could clean the vehicle off and she told me that it is not required to wash the vehicles since the customer will be driving it. Didn't make sense but ok. When I reached my destination an unfortunate event occurred where the vehicle was struck by a stray bullet. I immediately reached out to Hertz to advise of the situation and was told to get a police report and give them a call back. I got the police report and followed up with Hertz who then told me that I would need to exchange the vehicle at the location closest to me. When I went to exchange the vehicle for the same vehicle, I was charged a transfer/exchange fee of $253.00 which the representative never advised that there would be a fee. Since I declined Hertz insurance and decided to go with my own insurance, I contacted my insurance company to get the rental fixed. I paid the deductible with my insurance and they sent Hertz payment. A few weeks later I receive a call from Hertz stating that they never received payment and I owe them $200.00. I asked them for what and I was told for the processing and depreciation fee. Processing fee to process the claim and depreciation fee from the other vehicle that was damaged. When I told them that ***** has already paid the claim, they then said that this fee is my responsibility and not Geico. The representative at the time told me that she would get me over to someone else who would return my call to better explain. When I received a call back the guy threatened me and told me that if I don't pay this I would then be revoked privileges' to rent from Hertz or any of its affiliates and sent to collections. If my insurance company to fixed their vehicle, then my insurance company would be the ones to process the claim.
Business Response
Date: 06/12/2024
BBB Case 21828824
RR No: 106051164

This is a response to Shadira Adepoju

Our records show that the charge of $253 is an authorization hold. We apologize for any confusion caused regarding our Authorization Hold requirements at the time of rental. All customers are required to show a valid drivers license and credit card at the time of **********************. In addition, an authorization hold of the approximate total charges plus up to $500.00 will be held on the charge card at the time of rental. This information is displayed on our website as well as during the booking process and ultimately must be accepted in the Rental Terms & Conditions before the reservation can be confirmed. Our records show that all authorization holds were released on 03/28. Once an authorization hold is released, it is the responsibility of your financial institution to release the funds back to your account. The amount of time this takes is dependent on your bank. Please be advised that you will need to reach out to your bank directly for further assistance. If needed, please provide them with approval code 09080Z.

Thank you for contacting us.
Customer Answer
Date: 06/13/2024

Complaint: 21828824

I am rejecting this because i am not referring to the $253.00 hold. The hold was lifted within a few days after returning the vehicle. I am referring to a claim due to an incident that occurred while having a rental vehicle. The claim was paid by my insurance company, however hertz is claiming that my insurance company never paid the claim.

Sincerely,

*****************************
Business Response
Date: 06/20/2024
BBB Case 21828824
RR No: 106051164

This is a response to Shadira Adepoju

I apologize for the confusion. Please be advised that while your insurance covered a partial amount of the damage charges, you are still responsible for the remaining balance as per the terms and conditions of the Signed Rental Agreement. While I regret this is not the desired outcome, this charge is valid and will stand.

Thank you for contacting us.
Customer Answer
Date: 06/20/2024

Complaint: 21828824

I am rejecting this response because my insurance company sent you a check to cover the damages and if the damages have been covered, why should I even have a part? That should be between HERTZ and my insurance company.

Sincerely,

*****************************
Initial Complaint
Date:06/10/2024
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.
My name is ***************************** and this is regarding a recent rental out of *******, ********. RENTAL RECORD: ********* CASE NUMBER: ********* GOLD MEMBER NUMBER: ******** I had to purchase a battery in ****** as the car would not hold a battery charge despite being boosted twice (05/28 and 05/29). The first case number is ******** and the second case number is *********.My request is this: full reimbursement for the battery to my credit card on file (AMEX) and compensation for rental (at least a day which I lost as car not drivable), and gas charges on return to *******. This caused me a lot of anxiety as I could not exchange the car in ****** and was repeatedly told to drive back to the border and exchange.My email on file is ******************** and I can also be reached at ************.I HAVE EMAILED HERTZ FOUR TIMES WITH THE INFORMATION LAST WEEK INCLUDIONG THE ATTACHMENTS Hertz replied to me with the following:We would love to process any adjustments or refunds for your rental. However, refunds and credits are based on documented information. According to our records, we found that you did not contact us regarding the vehicle issue to file a report. We regret to inform you that we are unable to process any refunds since there's no information that states a refund is warranted. We hope that you understand our position.
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 150042325

Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates a refund of $325.26 was processed to your credit card today 06/12/24. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 06/14/2024

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:06/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
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The business responded to the dispute but failed to make a good faith effort to resolve it.
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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.
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I had over ****** pts removed from my account with ********************** #********. I did not use my points during ***** but did rent from them soon after which they said they had no record of. Untrue.I rented a car from Hertz on Aug. 9th, 2022 in ********, ** confirm K2000414117. I have called several times since last year trying to have my points reinstated. My husband and I have been Gold members for over 25 years. This is ridiculous! Im being penalized for not renting cars during Covid so they wiped out my account of all points I had been saving for travel.
Business Response
Date: 06/12/2024
RE: Complaint # 21825087

Dear *******************,
Effective September 30, 2023, Hertz reduced the inactivity rental period from 18 months to 12 months. Since you did not have any rental activity between 10/1/22 and 9/30/23, your points expired. Activity means a rental has commenced or a Gold Plus Rewards point was either earned or redeemed on a rental. A Gold Plus Rewards point *** only be earned on a completed rental. Making a reservation or points transfer does not qualify as rental activity. I hope this clarifies the expiry of your points.
Customer Answer
Date: 06/18/2024

Complaint: 21825087

I am rejecting this response because:
I was NOT notified of your change in policy. If I was notified I would have rented within the new time frame. Very poor business practice.
Sincerely,

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

The online terms and conditions were updated to reflect the change in policy. After a thorough review of this matter, we stand by our original decision.??Although the resolution is not what you preferred, no additional action is warranted.??We regret we are unable to fulfill your expectations in this instance.??

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