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

7,213 total complaints in the last 3 years.
2,269 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:05/31/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Record #K8000444933. I booked a prepaid rental on March 17, 2024. The rental was for 4 days at a rate of $51.81 per day, With taxes and fees included the total for the rental was $286.88. My credit card was charged for the full amount of $286.88 on the date of booking and I received a receipt confirmation with all of the details including the rate, total paid, and a confirmation that the rate was guaranteed. On the date that my rental began (March 21, 2024) Hertz changed the rate of my rental to $148.66 per day which increased the total for rental to $759.09 and made an additional charge to my credit card for the $472.21. When I received my final bill and noticed the rate had been changed I contacted Hertz to ask for an explanation on why my rate changed. They said there system noted that the rate changed due to a modification to the rental but upon further research they verified that I had not many any modifications to the rental and could not provide a reason for why they changed my rate. When I asked for a refund to cover the higher rate they said they already charged my card and could not refund it. When I spoke to a supervisor in the call center he agreed that my rate should not have been changed and said I would get a refund but it has now been over 2 months and I have not received a refund. When I have tried calling Hertz again they have said they will not refund my fee. I am fine with the original charge but Hertz should not have changed the rate for my rental and I should get refunded the additonal charge that was made to my credit card.
Business Response
Date: 06/05/2024
Complaint ID: ********
********************** RR#: 105781771
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 caused to you regarding the change in your prepaid rate. Our records show your reservation was booked on March 17 at a rate of $286.88 for rental from March 21 - March 25. We show on March 20 your reservation was accessed through the Hertz website at which time the rate changed to $759.09. This was not done by a Hertz agent or at the time of your arrival, but the day before your arrival when you accessed the booking through our website.
Typically, the rate is subject to change if any changes are made to the reservation. As we have been unable to confirm a change was made to the booking on March 20, we have processed a credit in the overcharge at this time in the amount of $472.21. Though processed today, please allow up to 5-7 business days for the credited amount to show on your billing statement. Rest assured, your concerns have been shared with appropriate management for their full review and to ensure any errors are avoided on future rentals.
Customer Answer
Date: 06/15/2024

Complaint: 21786156

I am rejecting this response because: Hertz has not reimbursed the money. The response would have been satisfactory to me if Hertz had actually delivered on the promise to reimburse but similar to my interactions with the call center they only say they will reimburse but never actually do it. It has been 11 days and I have checked my credit card account every day and no reimbursement has been processed.

Sincerely,

*****************************
Business Response
Date: 06/18/2024
BBB Case 21786156

RR No: 105781771

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

I apologize for the delay. Please allow up to 5 more business days for the refund to process and post to your account.

Thank you for contacting us.
Customer Answer
Date: 06/23/2024

Complaint: 21786156

I am rejecting this response because it has been an additional 6 days and I have still not received a refund. Can Hertz please advise on if they actually plan to provide a refund? Its been over 3 weeks since they originally said they would provide a refund and have provided no additional information on what is causing the delay.

Sincerely,

*****************************
Business Response
Date: 07/02/2024
BBB Complaint: 21786156
Rental Record: 105781771

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

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

I appreciate you taking the time to answer our call. At this time our records indicate the refund was processed on June 5, 2024 and I have confirmed via phone that the refund has been received.

We appreciate your patience in the resolution of this matter.
Customer Answer
Date: 07/03/2024

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:05/31/2024
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.
I PREPAID for a vehicle. The location did not have vehicles available, which is a complete scam because I already paid to have a vehicle. The location promised that they would credit me for Uber costs (to and from the hotel, for car pickup the next day). Once they pulled up my agreement and realized that I prepaid, they said there was nothing that can be done.I emailed customer service using the contact us form under case ********. They responded back asking for my rental number, but this is too many hoops. They can easily pull up my reservation using the date and my email address, which is attached to my gold account.I called customer service who credited one day back of the rental. I'm now in need of the uber costs to be reimbursed to me. To just close this issue entirely, Hertz should just refund the remaining 59 dollars. Additionally, they should look into their business practices and ensure that PREPAID RENTALS ARE TRULY RESERVED as to avoid impacting people's vacations.
Business Response
Date: 06/18/2024
Complaint ID: ********
RR#: 151529453

Please accept my sincere apology for any inconvenience this may have caused. A review of our records indicates our **************** team offered to refund one day of your rental in the amount of $59.58 due to the inconvenience. The refund was processed on 05/31/24. However, it wasn't approved until today 06/18/24. Please allow 3 - 5 days for the refund to post to your account. As an additional gesture of apology, I have provided 950 gold points to your Hertz account to be used towards a future free day rental.
Initial Complaint
Date:05/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been charged ****** in tolls for their plate pass program. 9.95 Convience fees a day for over a month. I have a toll tag on my car but since it was a rental the **** cancelled the plate on the car after 3 days and no one informed me until these absurd fees were incurred. I have no problem paying the tolls but the gees totaling 450 dollars is a 500% markup and price theft. I have rented from Hertz for a very long time and this is absurd to be treating your customers in this manner and am asking for some if not all of these outrageous fees to be refunded. I have tried resolving this issue by calling them numerous times to get get prompt again and again and hung up on. I have connected to plate pass in which they tell me to deal with Hertz and feel I have been deceived stolen from a after renting from them 100s of times in the past. Attached is the most recent hertz toll invoice along with 5 others marking up 500 percent convenience fees that are in bad faith and extremely outrageous as there is nothing convenient about it what so ever.
Business Response
Date: 06/10/2024
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
I would like to take this opportunity to apologize for your concerns regarding the PlatePass program and for the inconvenience this has caused you

Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. As I am sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. The administration fee is in place to help Hertz recoup our costs from managing the toll program.

After review of your Signed Rental Agreement (SRA) shows you did not opt into the Toll Package that is provided at the time of pick up. If the Toll Package is declined the toll charges would be charges to the customer as a separate bill.

All toll charges are applied to the credit/debit card billed on the rental or mailed to the customer within two weeks of the *********************** completion. The administrative fee is billed in addition to the toll charges and per usage day. This information is available in the terms &conditions of the Signed Rental Agreement on Page 4. The contract has been attached for your review and record.
We have confirmed with our ************************* Platepass LLC, that the tolls associated with RR# ********* are in the amount of $105.61. A copy of the accompanying invoice for this charge has been attached.
Customer Answer
Date: 06/10/2024

Complaint: 21785510

I am rejecting this response because:
This was never explained to me in any way shape or form. I had no opportunity to opt in or out and your 9.95 conviemce fee a day, and is far above and beyond any fees that the tollway would charge. As a resident of 43 years here is North Texas the fee for the tolls is minimal. This is a way to overcharge your clients. Not only this one bill but 4 others totaling 550 dollars were charged with a total amount of tolls of 142 and 410 in your fees. This is not ethical . I dont might paying a fee for your services as I have for the last 2.5 years but this is outrageous and ask for a remedy to these unethical charges.
Sincerely,

*****************************
Business Response
Date: 06/18/2024
BBB Case 21785510
Rental Record 140386212

This is in response to *****************************,

While I understand this is not the outcome you were anticipating, the charges are considered valid and no refund is due.

Thank you for contacting us.
Initial Complaint
Date:05/31/2024
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 Dec 24 2023 I rented a car from Hertz ****** airport (rental agreement L82365220), I drove the car 39 miles on city streets and then the car broke down with a grinding noise coming from under the car. I opened the hood and it was filled with beach sand. The car had Florida plates. I called Hertz who delivered another car and towed away the first car. Two months later I received a bill from Purco a collection agency for Hertz for $945.29 saying I had damaged the car and caused the breakdown. I dispute this and maintain the damage was from a previous renter and Hertz failed to check it out before renting to me. Several calls to Omaha hertz (*****) were unreturned by the franchise owner and Purco was of no help as just the collection agency. I paid Purco in full to avoid escalation and harm to my credit rating. This is a completely unfair and unethical charge. After six months of frustration, I wanted to advise you for help and advise in this matter. I have supporting documentation I can submit to you if necessary. Please help and advise. Thank you.
Business Response
Date: 06/13/2024
Complaint ID: ********
********************** RR#: L82366185
This correspondence is being sent in response to a query made by *********************. We appreciate your allowing us the opportunity to review your concerns.
We apologize for any misunderstanding or confusion caused by the damage charges billed on your rental. The Hertz location in ***** is an independently owned and operated licensee franchise. The licensee owner is responsible for the purchase, maintaining and insuring of their vehicle fleet. In addition, they process their own billing and invoicing and damage claims. Therefore, upon receipt of your inquiry we immediately reached out to their offices for their review and assistance.
They have advised that the vehicle was picked up on 12/24/23 and two days later, they received a call to report that the transmission had a burning smell and was not drivable. At this time, they brought a vehicle exchange to you and had the original vehicle towed back to their mechanics who performed a full inspection of the car. During this inspection it was confirmed that multiple parts needed to be replaced due to damage caused during the rental. Based on records from the branch, the vehicle had passed inspection and was in working order with no issues when it was provided to you for rental.
Attached is the service history on the vehicle showing it had recently had an oil change prior to your rental which also confirms the full inspection was performed and passed. The repairs of the vehicle were performed by the mechanics on site to keep the cost of repairs minimal which was passed onto you. The costs were for parts only and no costs for labor were incurred.
With this in mind, we must stand by our licensee partners decision in that the damages to the vehicle were new damages and the billed amount valid.
Customer Answer
Date: 06/14/2024

Complaint: 21785235

I am rejecting this response because: I do not accept this explanation; I only drove the car 39 miles (***** km) conservatively on city streets before the breakdown. When looking under the hood at the time of breakdown, the engine compartment was filled with sand. Which I could not have caused, and the photos provided by Hertz showed sand damage to the underside of the car, which could not have been done by me driving on city streets. I believe this was damage caused by a previous renter and was not caught by the franchisee before renting to me. I believe they are trying to pass on the cost of employee negligence onto me.
My firm, McKinsey and Company (CD-47696) does extensive business with Hertz. As a corporate travel coordinator for the firm, I am steering all business that I can to **** based on this inexcusable non-resolution and inconvenience of this experience.
Sincerely,

*********************
Business Response
Date: 06/18/2024
BBB Case 21785235
RR No: L82366185

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

While I regret our resolution was not to your liking, please be assured I took the utmost care in reviewing your concerns. As an ****************** Care agent, I am empowered to make these decisions without involving management. While I understand this is not the desired outcome, our position remains unchanged.

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

Complaint: 21785235

I am rejecting this response because of: negligent customer service support on the part of the Omaha Hertz franchisee.

Sincerely,

*********************
Initial Complaint
Date:05/30/2024
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 rented a car from Hertz on 5/16/2024 and returned on on 5/22/2024. When I received my invoice I noticed there was a charge on there of $105.30 for ***************** When I reached out to Hertz support they said I returned the car without a full tank. I know for a fact I filled the car up that morning before returning it to Hertz. When I reached out to Hertz to try to have them make it right and return the $105.30 to my card they refused because I wasn't able to provide them the reciept from the gas station. I provided them with my debit card transaction that shows I paid for fuel that day I returned the car but they still are refusing to refund me $105.30.Rental Record#*********
Business Response
Date: 06/03/2024
BBB Case 21782536
RR No: 146002496

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

I apologize for the inconvenience you may have experienced. Upon review of the documentation provided, I have removed the fuel charge to issue a refund of $113.71 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 06/04/2024

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:05/30/2024
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.
I rent the **** mustang convertible between April 1 until May 2 full tank out and full tank in but the receipt shows that zero in. The rental record is # ********* And i paid 1506dollars include the deposit I called and visited Hertz and they admitted that they made a mistake and will refund the 196dollars in my account within 7 business days but is already been almost 1 month I still didnt receive that refund. They said that case is already approve but when i request they show me the approve document they reject. I rent the place location is at *******************************************.
Business Response
Date: 06/03/2024
BBB Case 21782321
RR No: 111441013

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

I have received confirmation that you were able to work with our customer service team who resolved the matter directly by issuing a refund of $202.38 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:05/30/2024
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.
Hertz Corp sent me a claim February 2024 without any details, itemizations, invoices, etc. I contacted them over email and phone (left voice messages) several times with my information with my insurance information and information about the claim. I requested documentation of the claim and I never received a reply. I also asked my insurance companies to contact Hertz and there was no action taken. Hertz sent the claim to collections this May and still will not give the information involving the claim. the amount requested by mail was $470 In addition to this, upon checking in at the Hertz Desk Nov 2023 at ************** my credit car was charged for insurance I did not purchase. Upon returning the vehicle waited 40 minutes at the same desk to get in contact with the manager. She resolved the issue by reviewing security footage to check if I had signed any documents. That charge was reimbursed. Hertz claim number: ******** Economy Bookings Voucher for security deposit Full Coverage: B39369613 **************************** ******************** Claim number: 75-65W8-98H
Business Response
Date: 06/06/2024
Complaint ID: ********
********************** RR#: 656615665
This correspondence is being sent in response to *****************************
Attached is documentation of the Damage Claim associated with rental agreement 656615665.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/10/2024

Complaint: 21781673
*********************************,
Thank you for contacting Hertz on my behalf. I have received these documents via ************* Services.
I am rejecting this response because: Hertz did not send me these documents when I requested multiple times before it was sent to this collection agency; ************* Services. This action by Hertz has negatively impacted my credit score. I needed these documents to send to Economy Bookings where I bought rental car insurance. I am requesting that this claim is taken out of collections because Hertz was negligent with their correspondence before sending it to a debt collector.

Sincerely,

*****************************
Business Response
Date: 06/18/2024
BBB Case 21781673
Rental Record *********

This is in response to *****************************,

Rental Record ********* is not in collections.

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

Complaint: 21781673

I am rejecting this response because: I received a letter from from ************* Services LLC that identified its self as a debt collector trying to collect a debt on behalf The Hertz Corporation. Please see attached file. Im confused as to why the previous message from Hertz states that this bill is not in collections

Sincerely,

*****************************
Business Response
Date: 06/21/2024
BBB Complaint: 21781673
RA/RES ID: *********
This is in response toMackenzie *****.
I do apologize for any confusion regarding the previous response. The amount of $470.00 is with our collections agency and can be paid via the previously provided documents.
Thank you for contacting us regarding this matter.
Initial Complaint
Date:05/30/2024
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 4/16/24 I scheduled and paid in full a car rental through Priceline for hertz for a trip to *************** from 5/16/24-5/19/24. Rental record # *********. When I picked up the vehicle, I was asked if I wanted any additional coverage or products at which time I told the representative that I did not and that I would use my own car insurance. When dealing with customer service, it is not recorded so the rep put the information in the system whether or not you decline or accept. Once I returned the vehicle, I noticed on my receipt that it had an estimated charge of $186.40. The man that took care of the car upon return, I informed him that I prepaid for the car a month in advance so I did not underwent I had a balance. He told me to go upstairs to the hertz rental counter and they should be able to help me. When I did that, there were 4 representatives. 1 was helping customers while the other 3 just sat at their desk and looked like they did not any to be bothered. When I was finally helped, I explained the situation and was immediately told that they do not deal with those issues and that I needed to contact customer service. Of course it was a Sunday so I was not able to speak with anyone. The next day, 5/20/24 I called and spoke with a representative and explained the situation. I was told that they would put in a claim, gave me a case # ******** and was told I would hear something in 5-7 days. After no contact t, I called today, 5/30/24 and was told that they expedited my complaint and when reached out to the pickup location, they were told I would not get a refund. I asked for a supervisor who gave me the same answer and said there was nothing else that could be done. I asked to speak with someone higher and was told there was no one.
Business Response
Date: 06/04/2024
Complaint ID ********
********************** Agreement Number 146304082

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

According to the Signed Rental Agreement the Loss Damage Waiver is a valid charge. Based on the information you have provided me with, and as gesture of our goodwill I have refunded the Loss Damage Waiver in full, please allow 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 06/04/2024

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,

***************************
Customer Answer
Date: 06/18/2024

Complaint: 21781509

I am rejecting this response because:

Just wanted you to send you an update and let you know that my refund from Hertz still has not posted.
Business Response
Date: 06/19/2024
BBB Complaint: 21781509
Rental Agreement Number 146304082

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

We appreciate the opportunity to review your concerns. I do apologize for the delay in receiving your refund adjustment for the Loss Damage Waiver. A refund of $166.32 has been processed to your **** x1352. I have included an updated final invoice for your records. Please allow 3-5 business days for processing.

Best Regards.
Customer Answer
Date: 06/20/2024

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:05/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle for one day on Friday 24 2024 I picked it up at *********************. That same day the vehicle gave me mechanical issues at a parking lot it was not reversing and felt stuck. There was someone who tried to help but said it was the car. I call Hertz road assistance and they send someone out to pick it up. I never got a replacement vehicle **** took me to my Airbnb after car was picked up .Triple A got there took the vehicle with the keys. The next day Saturday I went to the airport rental and the person who help me said I was getting a refund for all charges that the adjustment was done nothing to worry about. Is going on a week now and Hertz has placed 5 authorization holds on my account total of $500. I've made calls every day no one has help me to resolve my issue. Never got a call back from supervisor everyone keeps hanging up one person said they will email that location to close my reservation. I call the road service and they told me vehicle was checked in and processed but yet I haven't got refunds or any release of holds. They said it should of been done in 48 hours is past that. I need my refund and take off holds on my credit card.Rental # ********* Case #for road assistance **********
Business Response
Date: 06/17/2024
Complaint ID: ********
RR#: 150698844

Thank you for contacting us. I apologize for your experience. A review of our records indicates the prepaid charge of $47.57 was refunded on 06/14/24 please allow 3 - 5 days for the refund to post to your account. Please be advise all authorizations/holds were released from our system on 05/30/24, however depending on your financial institution it can take up to 7 business days for it to release from your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:05/30/2024
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.
I rented a car from Hertz in Sicily from Aug 18 - Sept 1 2024. During the rental period, the car key stopped working. Following the instructions of a Hertz agent, I contacted a towing company to pick up the car, with assurances from Hertz that I would not incur any charges for the key, towing, and replacement car and that I would be reimbursed for taxi expenses to get the new car. I have audios and texts confirming this exchange. Upon returning the vehicle, Hertz attempted to charge me €1,000 for damages. After discussing the matter with Hertz agents at the airport, they reduced the charge to €469. I still filed a formal complaint with Hertz seeking full reimbursement, as per the agent's assurances that I would not be responsible for any charges related to fiasco. I have attached all relevant email exchanges documenting this. In parallel, I filed a dispute with my bank, *****, providing all documentation to refute the charges. Hertz subsequently refunded €311 of the €469 charge. ***** conducted an investigation, found that I was not responsible for the charges, and Hertz accepted responsibility. Consequently, ***** refunded the remaining amount. See attached letters from *****. Despite this resolution, I have been receiving threatening letters and emails from both Hertz and a Spanish collection agency, demanding €150. I contacted *****, and they confirmed that I am not responsible for this amount. Despite multiple attempts to reach out to Hertz to dispute these charges, I have received no response. I am seeking the following resolution from Hertz: Adjust their billing records to reflect that I am not responsible for the remaining €150. Cease all contact from Hertz and any collection agencies regarding this matter.
Business Response
Date: 06/04/2024
Complaint id ********
Rental Agreement Number *********

This is in response to *** *****,

After review of our records I am showing this matter was fully investigated and a refund of $340. Our records also show $150.00 were not honored by your financial institution after a dispute was initiated by you. Adverse charge dispute decisions do not mean the charges are not valid and in no way alleviates the renter of responsibility of costs that were incurred during the rental time frame. The collections balance of $150.00 are a valid charge.

Thank you for contacting us.
Customer Answer
Date: 06/05/2024

Complaint: ********

I am rejecting this response because:
The dispute I filed with *****, our financial institution and insurer, was for the full amount Hertz originally tried to bill us for ($538.48). After I opened a case with *****, Hertz refunded us a partial amount. However, ***** independently concluded their investigation and Hertz accepted responsibility of the charges. Therefore I am not responsible for any further amount. Furthermore, I contacted *****, after receiving threats from Hertz and they re-iterated to me I am not responsible, should not pay and Hertz should contact ***** directly with any further issues.
I also communicated this to Hertz via email in January 2024, which I never heard a response back from but then received subsequent letters and emails from collection agencies. Sending collection agencies against individual consumers when Hertz lost an investigation to *****, a reputable financial institution is an act of bullying by an organization acting outside the law.
To conclude, I will not be responding to any threats via Hertz or third party collection agencies unless I hear otherwise from *****.
Sincerely,
*** *****
Business Response
Date: 06/11/2024
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to *** *****.
We apologize for any confusion caused; however, when a dispute is initiated with a customers financial institution, Hertz does not engage in the dispute. We would advise you that a number of credit card issuers have improperly advised their cardholders that disputes with venders have been resolved when that is simply not the case. In such situations, a credit is given to the customer by the credit card issuer and it is then up to the vendor to pursue the matter directly. This puts vendors - such as Hertz - in a difficult position because incorrect information was provided by the credit card issuers. That is the situation here. Nothing was resolved between Hertz and the credit card company; on the contrary, Hertz has defended its position and the credit card has chosen to remove themselves by giving a credit and charging back to Hertz. The credit card company has lost nothing, has absolved themselves of their position as the advocate and left it to Hertz to pursue.
Customer Answer
Date: 06/14/2024

Complaint: ********

I am rejecting this response because:
IF what you say is true then Hertz should provide evidence that the disputed claim was not resolved with *****. Once again this is something Hertz NEEDS to adress directly with *****, since they are the financial institution and insurer.

Furthermore, if Hertz ignored or did not deal with ***** at the appropriate time then chargeback is granted and the merchant, Hertz, should assume the monetary loss. This is the case with all disputes and merchants.
As a consumer and credit card user I am protected under The Truth in Lending Act (TILA), which gives me the ability to dispute unauthorized charges and protects their rights under federal law. Furthermore under the Fair Credit Billing Act (****), card issuers (like *****) are obligated to investigate disputes, refund disputed amounts, and provide a written explanation of their findings. More importantly, the **** established rules for card transactions, treatment of payments, resolving billing errors, and gave claims and defenses to consumers for nonconforming or unsatisfactory goods/services. I as a consumers have the right to dispute unauthorized or incorrect charges on their credit card statements. Since ***** has already resolved the dispute in my favor, it suggests they found merit in my claim.
Unless Hertz can provide any evidence to the contrary they should assume responsibility.
Sincerely,

*** *****
Business Response
Date: 07/16/2024
BBB Case ********
RR No: *********

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

Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges.?As previously advised, the credit card has chosen to remove themselves by giving a credit and left it to Hertz to pursue. While I regret this is not the desired outcome, the balance will stand.

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

Complaint: ********

I am rejecting this response because:
Once again, I have provided all the documentation on why the original charges are not valid in addition to documentation of the investigation ***** did that concluded I am not responsible. Hertz has yet to provide any evidence on the contrary, in addition to not attending to this dispute in a timely manner (It’s been almost a month since their response was due).
I have contacted ***** and they re-confirmed that I am not responsible for these charges and Hertz should reach out to them directly as my insurer and financial institution should they wish to dispute.
I have continued to recieve threatening letters from third party collectors during this time and this is unacceptable!
I kindly ask BBB to review all the documents and evidence I have provided in addition to this correspondence to help reach a conclusion since it seems Hertz is unwilling to provide any evidence to their claims.
Sincerely,
*** *****
Business Response
Date: 07/29/2024
BBB Case #: ********
RR# or RES#: *********

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

As a customer service gesture, collections have closed this claim, and no further billing or collection offers will be sent.

Thank you for contacting us.

Customer Answer
Date: 07/30/2024

Complaint: ********

I will remind you that we have attached both written and audio evidence of our communication with Hertz ******* saying we will not need to pay any remaining amount.

I am rejecting this response because you are not providing any evidence to:
- What is the remaining amount for — a proper itemized receipt with a specific subject.
- A proof that ***** had communicated to you they had removed themselves. We however provided an opposite evidence.
Therefore we will not pay until both of these items are provided.
Sincerely,

*** *****

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