Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

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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

7,217 total complaints in the last 3 years.
2,267 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:05/29/2024
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.
Business was closed upon arrival without notification and directed us to a nearby Hertz which stated that they did not have a car ready. The car was incredibly dirty and damaged when it was ready over 2 hours later.
Business Response
Date: 06/06/2024
Complaint ID ********

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

I regret the inconvenience this matter has caused you. Could you please provide me with your 9-digit rental agreement number so I may further review this matter.

Thank you for contacting us.
Customer Answer
Date: 06/06/2024
Rental Record# *********

Business Response
Date: 06/14/2024
Complaint ID: ********
RR#: 152835863

Thank you for contacting us. Please accept my sincere apology for the wait you encountered upon your arrival and the condition of the vehicle you received. We always want to provide quality vehicles to our customers, it is never acceptable for the vehicle to be provided without being properly cleaned. As a gesture of our apology I have issued a refund of $200.00 to your credit card. Please allow up to 7 business days for the refund to post to 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.
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.
T**** you.

Sincerely,

***************************
Initial Complaint
Date:05/28/2024
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.
Reservation Number: K81412227C9 I tried renting the ** ****** convertible picking up at the ******************* and dropping off at the ************** location. We were told while checking out with ***** that it is impossible to drop the car off anywhere other than the *******************. After arguing that your booking system allowed this to happen ***** started texting his manager ***** on his cell phone. ***** texted back and said that we were now allowed to take the car making an exception. My wife and I didn't feel right about the situation and we're worried that the ************** location wouldn't take this car so we didn't want to be stuck with the car right before our honeymoon Cruise. We asked to be traded into a different car and we're told we could not. We then asked if it would be possible to waive the no-show fee and this is when ***** called ***** on his cell phone. We went back and forth and then ask to actually be able to talk to ***** because ***** was not relaying the information correctly because he was getting overwhelmed. ***** said that he would not see us and that no manager would come to see us. We were then told that we could now change the reservation to an electric car because this was seen as an upgrade, I don't know why this wasn't offered before. After such a long time at the airport we decided that we would just do this. We went across the street to pick up the car and asked where we could find this Model 3 ***** that ***** has booked for us. This is when we started talking to ************** We found out through ***** that Hertz had sold all of their electric cars so we were stuck without a car again. ***** did try to help us to the best of her ability and we ended up with a Dodge Challenger. When we returned the Challenger to the ************** location I had asked ***** if they would have accepted the car and he said they would not have accepted it. When I contacted hertz they sent an email apologizing they didn't have a car available.
Business Response
Date: 05/31/2024
Complaint ID ********

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

I regret the inconvenience this matter has caused you. Thank you for bringing this matter to our attention, I apologized for any inconvenience this has been. We have provided this complaint to our ****************** Team for review, our local management team will find out where the disconnect took place, so the appropriate corrective action is taken.

Thank you for allowing me to address your concerns.
Initial Complaint
Date:05/28/2024
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 with ****** Car Rental (a Hertz subsidiary) at ATL via a prepaid Expedia reservation for 3/2/24 to 3/9/24-reservation #K7830021684 rental agreement #*********. I paid the rental fee and declined supplemental coverage at the time of reservation. The Expedia receipt stated the payment covered everything but mandatory fees and taxes. At the rental counter, they wouldnt let me proceed with the reservation as Id made it, claiming we dont do that regarding declining coverage to use my insurance. Since Id already paid the reservation fees I promptly contacted ****** customer service (seemingly only available via ********** as I understand this position to conflict with corporate policy. They told me to take it up with the local counter, which had refused to honor my primary insurance, necessitating the escalation to corporate in the first place.After the trip, I saw the estimated charges, including a rental fee, were charged in full. Obviously this was wrong because Id already paid the rental fee through Expedia, only for ****** to charge me a duplicate fee, at a much higher rate than Id reserved at. ******s insistence on adding declined coverage plus duplicate charging of a rental fee amounted to $456.28 of excess charges. (I do not dispute mandatory fee/tax or prepaid fuel charges.) Through extensive back and forth with several customer service ***** ****** claimed they dont show it as a prepaid reservation, despite the reservation number coming from Expedia and my providing the receipt. Clearly, there is no valid reason for me to pay twice and I cant try to get a refund from Expedia: (1) the error is ******s and (2) the amount that I contracted for via Expedia is far less than ******s charge. I eventually initiated a Chase chargeback. ****** claimed they would resolve with Expedia, then never followed up. They refuse to provide legal contact information and dont seem to have resolved with *****, yet send bills for the disputed amount.
Business Response
Date: 05/31/2024
Complaint ID: ********
********************** RR#: 985801994
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 misunderstanding regarding the additional charges billed for the ******************* Supplement (LIS) and Fuel Purchase Option (FPO) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility.
Our records show a dispute was initiated with your financial institution and a chargeback received. Adverse charge disputes do not mean the charges are not valid and in no way alleviates the renter of responsibility of these charges. The amount of $456.28 remains unpaid, because these changes are valid you will need to contact our Collections Team directly at ************** to settle these charges.
Customer Answer
Date: 05/31/2024

Complaint: 21771396

I am rejecting this response because: as detailed in my complaint and in the documentation, the bulk of the disputed charges are not optional or accepted. I prepaid a reservation through Expedia, used the Expedia reservation number throughout the process, then was billed an additional, higher rental fee for the actual rental.

Sincerely,

***********************
Business Response
Date: 06/04/2024
Complaint ID ********
********************** Agreement Number 985801994

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

As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. 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.

Thank you for contacting us.
Customer Answer
Date: 06/10/2024

Complaint: 21771396

I am rejecting this response because: once again, you continue to disregard the simple, documented fact that I PREPAID the reservation through Expedia; Dollar confirmed the reservation using the confirmation number provided by Expedia; and Dollar then issued an ESTIMATED rental charge that listed a rental fee - but the rental fee was already paid. ****** has acknowledged the error here in noting that they werent seeing it as prepaid and perhaps Expedia could refund its fee - confirmation that two companies charged me for the same rental. However, I contracted through Expedia for a specific price, and paid Expedia, only for Dollar to charge me a much higher fee and then claim the original, lower contracted-for price is the one I should pursue a refund for. I do not owe you a rental fee. I paid Expedia the rental fee when I made the reservation. Incompetence within your organization does not entitle you to unearned, fraudulently-charged funds.

Sincerely,

***********************
Business Response
Date: 06/28/2024
Complaint ID: ********
Dollar RR#: 985801994
This correspondence is being sent in response to ***********************.
Our records show your reservation under confirmation K7830021684 was confirmed at a base weekly rate of $302.69/week plus applicable taxes and fees. As shown in the documentation provided in our previous response, this rate was applied to your rental contract. The additional charges incurred on your rental, as previously advised, were for optional services including the ******************* Supplement and the Fuel Purchase Option. An adjustment or credit is not warranted.
Customer Answer
Date: 06/28/2024

Complaint: 21771396

I am rejecting this response because:
That is not what the documentation shows. The documentation shows I PREPAID the reservation through Expedia. There is no reason for this $302 rate to be applied and charged when it was a PREPAID reservation, during which I declined Dollar-provided coverage, and I was only responsible for mandatory taxes and fees. I am baffled that your company thinks there is any sort of argument here that I was supposed to pay both Expedia and Hertz separate rental fees for the exact same rental.

Sincerely,

***********************
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: 985801994
Res#: K7830021684

The reservation did not come to our system as prepaid. You will have to contact Expedia for assistance regarding a refund as Dollar did not receive this as a prepay.
Initial Complaint
Date:05/28/2024
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.
Edit to my prior posting I rented a vehicle from Hertz *************** location for ****. My rental agreement number is *********.. on April 18, *************************************************************************************************** their system the following week my debit card info had changed and was waiting on a new debit card. I stayed in contact with them both customer service and ********************** *************** location. On May 15, 2020 the car was repossessed they had sent me a certified mailing saying if the car was not returned by May 16 then those actions would be taken two days later my card was charged for *******! I was in possession of the car for 28 days and was charged for five week rental, five weeks insurance, and a towing fee of ******. The receipt then says the car was not returned until May 21, 2024. Meanwhile I was not in possession of the vehicle. I have attempted multiple times to get explanations from this from both hertz *************** ************ and ***************** I would like an explanation for the charges for the fifth week rental and the insurance I had to pay on it when I was not in possession of the vehicle, and the exact number for the tow truck fee, because I do not believe I should be paying a storage fee or tow truck fee since the date stated in the attach letter was for the 16th if I was not possession of the vehicle. Also, my card on file has changed the new card number **************** Exp04/29 and the cvv is *** with my name ***************************** on the card. When I talk to customer service today May 28th at 5pm They told me it was until the vehicle was returned. I was in charge of paying for that one. I asked where that is in the rental agreement. They said it is not there and that it is policy and they also cannot provide me that like I said previously, the car was picked up on May 15, 2024. For any additional information needed or receipts I have no problem providing thank you *****************************
Business Response
Date: 06/13/2024
BBB Case# ********
RA# *********

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

I sincerely apologize for the inconvenience you have experienced. In a review of our records, I can confirm a credit in the amount of $384.41 was issued on 06/07/2024 back to the credit card ending in 7844. Please allow 5-7 business days for processing. I have included a copy of the refund invoice for your review and records.

Thank you for contacting us.
Initial Complaint
Date:05/28/2024
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.
I rented a vehicle with Hertz I was charged for not refueling which in fact I did I tried calling, emailing I even tried Travelocity to file a complaint and they informed me I had to contact Hertz but it's impossible to contact them went to the airport spoke to the manager that was on duty on or about 10am 5/27/20024 he advise us he couldn't do anything to contact billing I informed him that I was calling them since 5/25/2024 once I was made aware of the charge the email I sent that had a copy of the gas receipt stated "The following addresses had permanent fatal errors -----<*************************************> (reason: 554 5.4.14 Hop count exceeded - possible mail loop ATTR34 [MWH0EPF000989EA.namprd02.prod.outlook.com 2024-05-25T20:02:27.320Z 08DC772E6425BC07])" so every option was exhausted I'm looking for assistance with getting a refund for a charge that was incorrect it's now 5:24pm I haven't heard from anyone after leaving a review of the situation it asked if I wanted to be notified I click yes but still nothing
Business Response
Date: 05/31/2024
Complaint ID: ********
********************** RR#: 151123442
This correspondence is being sent in response to a query made by *******************. Thank you for allowing us the opportunity to review your concerns.
We can understand your concern regarding the additional charges billed on your rental contract. We are pleased to confirm a credit in the amount of $114.15 is being processed to the credit card billed for this rental. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. We are sorry this error occurred and we appreciate the opportunity to take corrective action on your behalf. Rest assured, this is being reviewed with appropriate management.
Customer Answer
Date: 06/02/2024

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:05/28/2024
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 13, I received an email from Thrifty detailing a case regarding damages to a rental I used during my visit back to *********** in February. I got the rental from the location at the *******************. Later that week on May 17, I spoke with a rep from Hertz which owns Thrifty and they stated the damage was to the windshield. I informed the rep that the windshield was not damaged when I dropped off the rental. I have not received any further direction from Hertz regarding this.
Business Response
Date: 05/30/2024
Complaint ID ********
********************** Agreement Number *********
This is in response to *********************
I appreciate you allowing me the opportunity to address Mr. ************;concerns.In receipt of your query, I reached out to management over our ************************ to assist with an internal investigation.

I have been informed that this Damage Claim has been closed. I sincerely regret the inconvenience this has caused.
Thank you for contacting us.
Customer Answer
Date: 05/31/2024

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:05/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a vehicle from Hertz ***************, ************, location on 4/18/2024 for ****. There was a problem with my card, so it was not charged right away. The vehicle was then picked upon 5/15/2024. So under my rental agreement, I should have only been charged 4 weeks Instead, I was charged five and a repossession fee, which is understandable. Obviously, I have spoke to numerous associates about the issue and keep getting the runaround about how it is policy that until the vehicle is returned I am responsible for it, but the vehicle was picked up 5/15/2024 and I was charged until 5/21/2024. When I asked if they could provide me the information that was in my rental agreement, they said there is no thing that says that in my agreement but it is policy which they could also not provide me with. I have attempted to contact multiple times and keep getting the same answers. My rental agreement number is *********
Business Response
Date: 05/31/2024
Complaint ID ********
********************** Agreement Number 120436691

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

I regret the inconvenience this matter has caused you. According to our records the vehicle was returned, and the contract was closed on 05/21/24. Per the Terms and Conditions of the Signed Rental Agreement the customer will be billed for all charges that accrue during the rental period until the vehicle is returned and the contract closed. Being that a 3rd party tow service was hired to repossess vehicle, the charges billed are valid and no adjustments are warranted.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/01/2024

Complaint: 21770754

I am rejecting this response because:
I was billed 5 weeks and it was taken on 27 days why would they not tow the car back when it got picked up I have to pay an extra week for the car and insurence because they didnt return it for 6 days after taking it ? So where was the vehicle for the 6 days when it was taken ? Also can you please provide me with the rental agreement stating that if it is towed they can wait as long as they want to return it and u will still be charged
Sincerely,

*****************************
Business Response
Date: 06/06/2024
BBB Complaint# *********
Rental Record# *********

This is in response to *****************************
Our records show a refund in the amount of $384.94 was processed, as gesture of our goodwill. This refund includes a weekly rate of $290.00 for 1-week and the Loss Damage Waivers daily rate.

Thank you for contacting us.
Customer Answer
Date: 06/07/2024

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:05/28/2024
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 was charged twice for a rental car. I was promised a refund and never received this refund.
Business Response
Date: 05/31/2024
Complaint ID: ********
Thrifty RR#: *********
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 confusion caused to you regarding the refunded amount for your prepayment that was not correctly applied to your rental. Our records confirm the amount of $266.44 was prepaid under Res# *********** / Voucher *********. However, this payment was not successfully applied to your rental contract under RR# *********.
Our records confirm our **************** team provided assistance in processing a refund of the prepaid amount to your Mastercard ending in xx-8363. This credit was processed on 04/26/24 and we have attached a copy of your refund invoice plus a copy of your final invoice for RR# *********.
Initial Complaint
Date:05/28/2024
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.
Erroneous charges -dollar have been calling customer service for over a week, have uploaded photo documentation no one has gotten back to me 3-5 business days. Unauthorized charged in 5/27 from Hertz - posted ***** for gas. Spoke to someone who was handling it told me to call back in two days while I was explaining the other issue he said hold on then hung up.
Business Response
Date: 05/30/2024
BBB Case number: 21770045
RA# *********

This correspondence is being sent in response to a query made by *****************************

I sincerely apologize for the inconvenience you have experienced. In a thorough review of our records, I can confirm a credit in the amount of $111.83 was issued on 05/29/2024. This credit was processed back to the credit card on your account, please allow 5-7 business days for processing.

Thank you for contacting us.
Initial Complaint
Date:05/28/2024
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.
UNBILLED REPRINT Rental Agreement No: ********* Invoice Date: 05/28/2024 Document: ************ Renter: ************************* Account No.: ************8284 MC CDP No.: ******* CDP Name: PRICELINE.COM RENTAL REFERENCE Rental Agreement No: ********* Reservation ID: *********** I.T. No.: PRICEL Voucher: *********** Special Bill ***** PROGRESSIVE MISCELLANEOUS INFORMATION CC AUTH: ****** DATE: 2024/05/27 **** ****** CC AUTH: ****** DATE: 2024/05/27 **** ***** Direct All Inquiries To: THE HERTZ CORPORATION ***************************************** UNITED STATES Web: www.hertz.com RENTAL DETAILS Rate Plan: IN: PRL1A OUT: PRL1A Rented On: 05/27/2024 09:59 LOC# ****** ********, ** Returned On: 05/27/2024 17:32 LOC# ****** *******, ** Car Description: TNC ALTIMA USN4941 Veh. No.: ******* CAR CLASS Charged: F MILEAGE In: ****** Rented: M6 Out: ****** ************************ 88 RENTAL CHARGES SERVICE CHARGE ****** CONCESSION FEE RECOVERY ***** TAX *****% ***** AMOUNT BILLED TO ACCOUNT: ****** USD AL REFERENCE Rental Agreement No: ********* Reservation ID: *********** I RETURNED THE VEHICLE TO THE *** BRANCH BECAUSE MY FLIGHT WAS CANCELLED AT THE **************** WHICH IS WHERE I WAS SUPPOSED TO RETURN IT AND THE EMPLOYEE THERE TOLD THAT I CAN RETURN IT THERE NO PROBLEM AND I WOULDNT BE CHARGED
Business Response
Date: 05/31/2024
Complaint ID: ********
********************** RR#: 152135104
This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns.
We confirmed you returned to a different location other than reserved. We regret you were not aware of the additional cost of leaving the rental vehicle in ******** If your intent to return the vehicle to ******* had been indicated at the time of reservation or rental, the appropriate intercity fee/rate would have been quoted. We understand there are sometimes instances in which a customers travel plans are disrupted and this is out of their control, such as delayed or cancelled flights. However, when a vehicle is returned one-way the rate is typically more expensive than a local rental because of the additional costs to handle. We not only experience the cost of transporting these vehicles back to their owning location, but we also lose the opportunity for potential rental revenue while the vehicle is idle and in transit. Because of the additional costs, our rates have always been set accordingly, particularly our rates for one way, long distance, or short duration periods. The charges are correct based on changing the terms of the rental contract.
While the charges are valid, as a gesture of goodwill we are reducing the one-way fee by 1/2 and refunding $110.00 to your charge card at this time. Though processed today, please allow up to 5-7 business days for the funds to show on your billing statement.
Customer Answer
Date: 05/31/2024

Complaint: 21769911

I am rejecting this response because: I am rejecting this response because I asked their employee if its gonna cost me extra if I leave the car here instead of ******** and she told me it wouldnt cost me extra at all and she would emailed me a receipt and I would receive my refund in a few days. I that it would cost me extra if I leaved it there but since the airports are only 40 mins apart I got there early just to asked the question and enough time to come back. Plus on the receipt it showed I was charged to $245 dollars at the time of rental why was I charged without even explaining to me why. It was supposed to be a 200 dollar charge only. This company has been known to be doing shady things like this in the past

Sincerely,

*************************
Business Response
Date: 06/05/2024
Complaint ID ********
********************** Agreement Number 152135104

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

As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. 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.

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Complaint statuses

Business Response

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Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

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