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

7,217 total complaints in the last 3 years.
2,258 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:05/27/2024
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.
In June of 2023, my Hertz points expired and were removed from my account without notice. When the points were removed, Hertz had a policy listed on their website that said points would not expire if there was activity within the past 24 months. I had activity within the past 24 months at the time, but my points were still removed.I immediately contacted Hertz **************** and spoke to an agent named **** and her supervisor *****. They refused to reinstate my points, and said they could not even give me information on points expiration or how many points I had which is difficult to believe. *****'s advice was for me to be more careful and they would not expire.I also emailed Hertz executives *********************, *******************, and ***************************. I received a notification that ************** received my request, but she did not respond. I believe ************** and **************** have since left Hertz. As I have made several attempts to resolve this with Hertz customer service and executives, I am requesting BBB assistance please.I request that Hertz reinstate my points balances that removed last year because I had activity within 24 months. I have traveled multiple times during the past 11 months, but I regret that do not plan to use Hertz until this matter is resolved.I would love to return as a Hertz customer. I was elite with ********************** for many years, but I traveled less during the pandemic.I also want to add that the last time I tried to use my Hertz points, I was double-charged points and on my credit card due to an error on Hertz's part because Hertz assigned the wrong vehicle to me. When I contacted Hertz to resolve the billing error, the customer service agent refused to reverse the charge to my credit card. They did refund the points, but I wanted to pay with points and this was Hertz's error.I respectfully request my points be reinstated and I can start renting from Hertz again. Thank you.
Business Response
Date: 05/30/2024
BBB Case ********
Loyalty No: ********

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

I apologize for any misunderstanding regarding our Gold Rewards expiration policy. As stated in the Gold Rewards Terms &Conditions, if a customers account is inactive for more than 12 months, the points balance will expire, and the account will go inactive until a rental takes place. Unfortunately, the point cannot be reinstated as your account did not qualify for extension.

Thank you for contacting us.
Customer Answer
Date: 05/31/2024

Complaint: ********

I am rejecting this response because: I have submitted proof with my complaint that Hertz had a posted policy that states, "Points do not expire as long as member has any Gold Plus Rewards program activity within the prior 24 months."
Although I appreciate Hertz taking the time to respond, I do not accept their response. As Hertz did not abide by its own posted policy, I again request that my points be reinstated.
I am willing to work with Hertz to reach a reasonable resolution to this problem, but I am disappointed the Hertz representative who responded to my complaint did not review the documentation I provided which clearly states a 24 month point expiration policy. I am uploading it again because they appear not to have reviewed my initial complaint completely..
For this reason, I do not accept the merchant response, and I will not agree to close the complaint until I am able to reach a fair resolution to the premature expiration of my points.
I again request that Hertz honor their posted 24 month expiration policy and I once again thank the BBB for their assistance with my complaint.
Sincerely,

***********************
Business Response
Date: 06/04/2024
Complaint ID: ********
Gold #: ********

Please be advised prior to the most recent change effective 09/30/23 the inactivity was 18 months of no rental activity your points would expire. As of 09/30/23 that has been reduced to 12 months. As you did not have a rental to prevent your points from expiring we respectfully decline your request to reinstate your gold points. 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.

Customer Answer
Date: 06/07/2024

Complaint: ********

I am rejecting this response because:
The merchant reply says the expiration policy was eighteen months, but I have repeatedly submitted documentation from Hertz stating the policy was 24 months. The merchant has yet to even acknowledge the proof I submitted and for that reason I cannot be certain they have reviewed the complaint completely.
The merchant's refusal to acknowledge the policy discrepancy documented in the proof I submitted, to me, indicates they were likely aware of the discrepancy.
I cannot accept the merchant response as I have submitted proof they had posted a 24 month points expiration policy when my points expired.
I remain open and willing to work with the merchant on a compromise resolution to this issue. I am disappointed that they have made no effort to offer a reasonable compromise while I remain open to working with them.
As stated in my complaint, the merchant previously refused to honor a previous points reservation due to an error made by the merchant and charged my credit card.
For these reasons I do not accept the merchant reply. I appreciate the BBB's assistance with this matter. If the BBB is unable to provide further assistance, I will escalate my complaint to the Florida Attorney General's Office.
Thank you again to the BBB.

Sincerely,

***********************
Initial Complaint
Date:05/27/2024
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.
Had hertz falsely forged my signature on a fraudulent contract *********** happily took. Car was not up to driveable standards and warranty wasn't upheld
Business Response
Date: 05/30/2024
BBB Case #: 21765097
RR# or Res#: ********************** is in response to ***************************.
Unfortunately, there were not enough specific details included in your inquiry. We want to make a meaningful investigation but need more information to do so. Please email us at *************************************************** and provide us with the specifics regarding your inquiry such as your full name as listed on the rental agreement, the reservation/rental agreement number, and any further details of your concerns.
Thank you for contacting us.

Customer Answer
Date: 05/30/2024
The payment screen said "payment failed try again" after doing so, the order was falsely double ordered.the product is defective and will cause harm, due to ejecting bolt and malfunctionimg himge. I reached out to the merchant only to get automated response and no return label.
Business Response
Date: 06/14/2024
Complaint ID: ********

Thank you for contacting us. It sounds as though this is regarding a Hertz Car Sales location. So that we may assist please provide the city/state you purchased the car from, so that we may forward this information to our Car Sales team for assistance.
Customer Answer
Date: 06/17/2024
Hertz car sales forged my signature on a false auto loan. The interest rate along with duration was twice as much woth no trade in value on my previous vehicle
Initial Complaint
Date:05/27/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car for one day so that I was able to transit from ************** to ********** on 24 May through Priceline. When I went to confirm my reservation I saw that Hertz was trying to charge me 333 dollars and I did not authorize it as I had already paid through Priceline. When I got to the register I saw the amount of 444 (which was 333 plus the 111 I paid for the reservation) I asked if that was for the hold on having the vehicle and was told yes. Then had 200 additional. The man at the counter also amended the reservation in their system saying I had asked for 4 days, which was never true. He showed me he had the car being returned to ********, the closest location to my house. I returned the vehicle with a full tank of gas on Saturday morning by noon, 30 minutes early. Since then I have been called twice saying the car wasnt returned. I returned both 1800 Bot calls from Hertz and filed an erroneous charge with them and have heard nothing back. I also called via blue tooth during my 4 hour drive home but couldnt get anyone on the phone.
Business Response
Date: 05/30/2024
Complaint ID: ********
********************** RR#: 151068606
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 charges billed for your rental. Our records confirm you booked your reservation on 04/15 at 12:49h through a third party booking source, Priceline. At this time, you confirmed a 1-day rental from 05/24 - 05/25 at a prepaid rate of $111.32. On 05/22 at 16:43h, we show you utilized the Hertz website to alter this booking for a return date on 05/28 which incurred a charge for 4-rental days in total. At this time, your charge card was billed for the additional days and an email confirmation was sent to you at the email address provided during your initial booking. Please note, this change was not made by a Hertz representative but through the Hertz website directly.
At the time of the reservation confirmation the booking source was required to accept the Prepaid Terms and Conditions before submitting the reservation. As stated in the Terms and Conditions of the prepaid reservation, no credits or refunds will be issued for unused days. These terms and conditions can be found on our website.
When your vehicle was returned on 05/25, a refund of the unused days confirmed at the time your reservation was altered was not warranted as per outlined in the Prepaid Terms & Conditions. While not warranted, as a one-time gesture of concern, we are processing a refund of the additional amount. Please allow up to 5-7 business days for the credit to show on your billing statement.
Initial Complaint
Date:05/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/25/2024, Hertz rented me a car with ****** miles on it. On 4/29, the rental car died and would not restart in *******, ** and Hertz could not provide me with a replacement car to return to *******. I was stranded by the side of the road for over 2 hours from the time I contacted Roadside Assistance until the wrecker arrived. Hertz charged me the rental for the car that broke down and for a 2nd rental to get back home. On 4/30/2024, I opened a complaint case per their instructions and they have never contacted me to discuss the complaint and resolve it.A complete description of events and supporting documents are attached. The attachment contains personally identifiable information and should not be published.
Business Response
Date: 05/30/2024
Complaint ID: ********
********************** RR#: 124384396
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 inconvenience caused to you when you experienced mechanical issues with your vehicle during your rental. All Hertz vehicles are to be thoroughly cleaned, serviced,and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
Our records confirm our ****************** Services (ERS) team made every attempt to resolve the matter as quickly as possible. Unfortunately, as your vehicle became disabled near a Hertz location that is an indepdently owned and operated licensee franchise location, a vehicle exchange could not be carried out at this branch. This is due to the licensee location not allowing for their vehicle fleet to be returned one way. Please note, licensee location owners purchase, insure and maintain their own vehicle fleet separate from our corporate fleet. Therefore, their policies and procedures may differ than that of a corporately owned location. As such, our ERS team advised our nearest location which could provide an exchange would be the *************** which this option was declined.
We show our **************** team spoke with you regarding these concerns during which time a $50.00 certificate was offered to you for the inconvenience caused. This offer was declined and a full refund requested. At this time, since the vehicle was in your possession and utilized for 4-days of your rental period and since the resolutions offered by our ERS team were declined, a full refund is not warranted. However, we have adjusted your invoice from the billed weekly rate to the confirmed daily rate on your reservation. This has resulted in a refund of $44.54 being processed to your charge card at this time.
In addition, as a gesture of concern for the inconvenience caused to you, a free rental day of points has been added to your account at this time. This information will be available to you immediately and can be reviewed by logging into your account via the ********************** website or mobile app.
Customer Answer
Date: 06/03/2024

Complaint: 21763734

I accept the Hertz refund of $44.54 on the early return of my initial rental, That is the correct thing for Hertz to do.
Hertz's refusal to reimburse me for the additional $117.52 that I was charged on the corporate-owned (not licensee's) car rental that I had to incur to complete my return trip to ******* shows flawed reasoning and is a horrible way to conduct the business of renting cars . Hertz's failure to provide a solution at the time of breakdown and then not ever reaching out to me on the subsequent claim is the worst customer service I have ever experienced.
On the bright side, when filing a complaint with AAA about my Hertz rental, I was advised to submit a trip interruption claim and I have just received a check from AAA for the rental from ******* to *******. Since I have never requested a full refund, only a refund of the money I was overcharged, I am willing to close this complaint (thanks to the excellent customer service and solution provided by AAA).
Hertz used to be the best,

*************************
Business Response
Date: 06/10/2024
Complaint ID: ********
********************** RR#: 124384396
This correspondence is being sent in response to *************************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Based on our review of this matter, we have found where our ERS team acted in good faith to provide resolutions that were declined. The compensation that has been provided by our **************** team as well as within our response in this BBB case is considered fair compensation. Further credits or adjustments are not warranted. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 06/11/2024

Complaint: 21763734

Please close this complaint as I seek no further action or compensation from Hertz . I simply can not click that I "accept" their response because it implies that I am satisfied with their service.

Sincerely,

*************************
Initial Complaint
Date:05/26/2024
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.
Rental record ********* Rented a car on March 4th 2024. Returned with full tank of fuel. Was charged $87.11 for fuel. Manager ***************************** verified full tank and advised in March I d receive a refund in 30 days. Spoke with her again May. She said she sent the email requesting refund Doesn't know why it wasn't processed. Said she would send it again. Called corporate office at *********** on May 15th. Spoke with ******** who saw no record of a request for a refund. Said she would contact manager. I spoke to Manager ****** in person again on May 16th. She said she never got an email from ********* and there s nothing else she can do. Called tollfree number again on May 17th. Spoke to ***** who said he is showing no emails from anyone but is showing that I spoke to ********* on May 15th. I asked for a supervisor. He said none was available. He said he would send an email to the branch manager. I asked for confirmation that he was sending an email. He said he couldnt give me any. On May 19th I lodged a formal complaint by email. Case reference number ********. The canned reply email stated I was to "expect a personal response from an *********************** Representative within 2-3 business days or earlier". To this date I have not heard anything. I am requesting your assistance to receive the refund I am due. Thank you
Business Response
Date: 05/30/2024
Complaint ID: ********
********************** RR#: 986457986
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 the billing error made on your rental invoice and for the delay in receiving the refund due. We have confirmed a credit was input by our location to correct this error; however, these requests are currently delayed and therefore the credit had not yet been processed. As such, we have processed the refund of $87.11 to your charge card. Please allow up to 5-7 business days for the funds to show on your billing statement. An updated invoice will be available to you within ***** hours by visiting the Hertz website or mobile app.
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:05/26/2024
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 reserved a car through AAA for my daughter's trip to ****. I also paid for additional insurance through AAA - we have roadside assistance through them already. We confirmed and declined the insurance, gas, roadside assistance online before the car pick-up. But when she and her friend picked up the car yesterday, at ***************, the agent added a bunch of charges told them that the insurance I purchased had nothing to do with their rental and charged them 34.99/day for insurance and 9.99 day for roadside assistance. They told him I had already paid for the car and insurance but he was rude and aggressive and they finally left. I asked them to go back and tell the agent they didn't want the extras - that the car was already paid for, insurance and all - and they should have no additional charges. He wouldn't listen and was extremely rude again and they gave up. They're too intimidated to go back. I want the extra insurance and road side protection cancelled. We've tried calling multiple numbers - Hertz corporate customer service said they can't help with billing. The local office won't pick up the phone. I put two online help requests in yesterday as well. The estimated bill that was emailed to my daughter shows added charges of $413.90. The Rental record is *********.
Business Response
Date: 05/30/2024
Complaint ID: ********
RR#: 151775046

I sincerely apologize for your daughter's experience. Because she is the renter I am unable to discuss the details with you. Please advise your daughter to return to the rental counter to speak with the manager on duty for assistance with the optional insurances since she is currently on rent.
Initial Complaint
Date:05/26/2024
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.
We rent a vehicle in hertz rent a car at *********************************** ***********, *** for 14 days for road trip. We went to beach and salt lakes, and unavoidably brought some sands into the driving room. So they charged us 100 dollar cleaning fee. But we think this charge was unreasonable, since we never experienced a car rental company which charged us for cleaning fee that much only because of sands remain in the driving room. We asked the manager in solving this problem, but the managers attitude was so bad. We waited her for half an hour and when she was there, she first talked to her colleague and seemed nothing happened, without saying sorry or thanks for waiting, she just told me that the cleaning fee was reasonable. And now, we have gotten an another ***** dollar charge without receipt, after confirmation to the bank, it was charged by this company for pre-sale, but we never rent a car with them after. So we wanted to make sure that if these charges are reasonable, and if not, we wanted them to refund these fee.
Business Response
Date: 05/30/2024
BBB Case ********
Reservation Record 129586601

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

The referenced rental record number is not in your name. I apologize, but we can only discuss the rental with the actual renter of the vehicle.

Thank you for contacting us.
Initial Complaint
Date:05/26/2024
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 car with Hertz and left my jacket and rain coat in the car May 22. 2024. I immediately filed a claim, saw the items listed on the same day and also claimed the missing items. I sent a message to the company with my claim number and the reference number stating I would be there the next day to retrieve my items. When I returned less than 24 hours I was told my items were not there and I needed to file a claim, I did and look on the website for a match, which I also completed. The manager told me only one person does that work, my items were at another location which he did not disclosed. I was told I needed to wait to be contacted. I stressed I was in the area now and it would be nice to leave with my things. I was told that is not how it works. This is the second time I have lost an items and attempted to reclaimed it through their procedures with no results. I simply want my items. I had to leave with reclaiming them nor heard from the company.
Business Response
Date: 06/06/2024
BBB Case 21761952
This is in response to ***********************,
The location is looking into your lost item request. They will reach out to you directly.
Thank you for contacting us.

Customer Answer
Date: 06/06/2024

Complaint: 21761952

I am rejecting this response because: I has been since May 22 that I have reported, returned to pick and followed the process. I have yet to hear from the agency about my items.

Sincerely,

***********************
Business Response
Date: 06/12/2024
BBB Case 21761952
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. The location will contact you within 30 days if the item is located.

Thank you for contacting us.
Customer Answer
Date: 06/12/2024

Complaint: 21761952

I am rejecting this response because: I understand the policy and I have adhered to the procedures outlined by Hertz. What I think you do not understand is that I returned to the site in less than 24 hours for my items. I was told that the items were in another location and that only one person has the key to where my jacket was located. I followed all of your procedures without any contact to this day. Because I came back so soon and followed your procedures, I believe you should look into your process more deeply. I am a Gold Member and rent from you a lot. I have lost another item and followed the procedure with no contact. I understand Hertz stance on this situation yet, my efforts have left me feeling like items are not reunited especially after my quick return to retrieve my items. Please check with the site and investigate my claim, thank you.

Sincerely,

***********************
Initial Complaint
Date:05/25/2024
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 leased a vehicle on 03/21/2021. When I went to pick it up, they din't have the vehicle that I leased on the internet (a regular gas vehicle) instead they offered me an EV vehicle with little charge. Not having onother alternative, I was willing to tried and started searching a charge station on which I spent 1 hour to find one, when I got to the charging station, I wasn't able to charge the vehicle, I returned to the the office and returned the vehicle. I was still charged $236.27 on y credit card.
Business Response
Date: 05/30/2024
Complaint ID ********
********************** Agreement Number UNKNOWN

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

Regretfully, I was unable to locate the rental in question with the information provided. Please provide us with your 9-digit rental agreement number or your 11-digit reservation number, along with a detailed description on how we may assist you. Once this is received, we will be able to better assist you.

Thank you for reaching out to us.
Customer Answer
Date: 05/30/2024
Please see attachment. Rental record: *********
Business Response
Date: 06/04/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *************************.

After review with our Ocala, ** location, we have processed a full refund in the amount of $236.27 to your Mastercard. Please allow 5-7 business days to post to your account. We apologize for any inconvenience.

Thank you for contacting us.
Initial Complaint
Date:05/25/2024
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.
Hi, On May 14, 2024, I rented a car at **************, scheduled to be returned on May 19 at 12:30 PM, for a total cost of approximately $228. On the morning of May 19, at approximately 8:25 AM, I arrived at *********** and asked a Hertz employee if I could return the car there as it was more convenient for me. She assured me that it was not an issue. When I requested that she process the return while I wait so that I could know the exact new total, she informed me that the new total would be approximately $75 more and that she would process the return later. She told me that I can feel comfortable leaving the car as she can assure me that the total increase would not exceed $100. Based on her assurances and the price she gave me, I left the car at *** instead of returning it to ******. But to my surprise later that evening, I received a receipt saying that I was charged an exorbitant amount of $2,166.59. I sent an email to *************************************************** asking them to refund me, but to date I have not received any reply other than an automated response with a case number.The rental record number is ********* Case number ******** Your assistance will be greatly appreciated Thank you
Business Response
Date: 06/04/2024
BBB CASE#: 21761288
Hertz Res#: ********************* correspondence is being sent in response to a query made by ***********************.

I sincerely apologize for the inconvenience you have experienced. I have issued a credit in the amount of $1792.38 for the difference in the increase of rate you were charged. This credit has been issued back to the credit card on your account,please allow 5-7 business days for processing. Please be assured this was addressed internally with the proper disciplinary action needed and further training implemented.

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

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,

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

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