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.
2,243 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:05/23/2024
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.
Hertz overcharged for a car rental in ****** using fabricated justifications.The rental record reference is ********* The attached Word document provides details of the overcharge and repeated refusal to correct.
Business Response
Date: 06/14/2024
BBB Case 21753580
RR No: 357523132

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

I apologize for the confusion, however as previously advised, our records and investigation results confirm that the vehicle was returned to a separate location from where it was rented and as such the Intercity fee is valid and will stand.

Thank you for contacting us.
Customer Answer
Date: 06/15/2024

Complaint: 21753580

I am rejecting this response. See attached detailed memo:

Sincerely,

***************************
Business Response
Date: 06/26/2024
BBB Complaint: 21753580
RR# 357523132
This is in response to ********************** rejection. You booked to pick up and return in ***********. I understand you picked up at ****** and drop off on the French side *********************. Currently the fee to drop on the French size is ***** CHF. The rental location allowed you to keep the same daily rate which is higher to drop on the French side. The crossing the board fee applies due to dropping on the French side. Upon booking from the dropdown menu you selected to drop in ***********. The border fee was applied due to going outside of ***********. All other fees were included with your quote and will increase with any changes being made. I'm sorry, but we will not be refunding any amount.
Thank you for contacting us.
Customer Answer
Date: 06/29/2024

Complaint: 21753580

I am rejecting this response because Hertz keeps coming up with non-sense justifications for its brazen overcharges as shown in the attached update file.:

Sincerely,

***************************
Initial Complaint
Date:05/23/2024
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.
For years I have stayed in a Hertz vehicle long term. I have never once had an issue receiving points once my rental record closed out. Last year I rented a vehicle under their multi month program for 330 days and received over 15k points. Due to the fact that under multi month i was unable to rent the vehicle longer than ************************************ Oct 2023 I started a new contract (K6342250470) to continue my multi month rental. I recently turn the vehicle in on April 2024 which was not closed out untik the first week of May 2024. Here it is May 23rd, 2024 and I have no received a single loyalty point. When I contacted multi month they said I need to speak to Gold membership department. I contacted them only to get hit with another curve ball which continues to be a trend with Hertz (inconsistent policies). I was told that due to me being a multi month customer Im not eligible for loyalty points. To me this is insane because a person could rent 3 times a year for a day each and based on that logic theyd get more loyalty points than the actual loyal customer giving months and years worth of business? The guy asked a supervisor and came back only to insist that this is the policy. This is another let down by Hertz and shows they do not care about taking of the customer.
Business Response
Date: 06/13/2024
Complaint ID: ********
Gold #: 62805085

Thank you for contacting us. Please accept my sincere apology for the difficulties you have experienced while trying to resolve this matter. I have added your missing points to your account for the Multi-month rental period of 10/23/23 - 04/18/24. The total amount of gold points added to your account is ******. As a President's ****** member you receive 1.5 points for every qualifying dollar.
I am very sorry for your experience and thank you for bringing this to our attention so that it may be addressed with the management teams.
Customer Answer
Date: 06/13/2024

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:05/23/2024
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 5/17/24 I rented a vehicle with Hertz (*********) to take my son to his National Championship game. I traveled with my entire family. This is important because their safety is important to me. When I received rental I noticed the screen on the tire pressure screen. The psi on three tires were 38 psi and one showed 35 psi. This wasnt alarming because it was only a 3 psi difference. Nevertheless, Saturday morning (5/18/24) we drove to the game perfectly fine no issues. During our break in game plan we ran to lunch and at that time the vehicle was flashing a low tire pressure indicator (22psi same tire that was 35 psi day prior). I immediately contacted Roadside Assistance and they provided a claim number and told me to swap at *************************. I drove a hour to the airport to swap because having my family with me I didnt want to drive back home hours away with a bad tire. Once I arrived to the swap location with claim number I was informed in a rude and aggressive manner that they didnt have a single car for me to swap. When I asked about vehicles that I could see there I was told thats not a vehicle we want going back to *********. So I asked why isnt the safety of my family more important they said not our problem but were not sending any decent vehicles one way. To not get into a barking match I left and was forced to stop 3 times on 5/19/24 for air ti get home safely. Ive been a President ****** member for years which means I spend good money with Hertz and proved to be loyal. For the life of me I cant understand why no one at hertz cared about the safety of a family vs a car being kept at their location. This is very disappointing and proves that Hertz as a company isnt moving in the right direction of service since their bankruptcy.
Business Response
Date: 06/10/2024
Complaint ID: ********
RR#: 146817753

Please accept my sincere apology for your experience with the vehicle and our Atlanta rental agent. I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us,since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management.
As a gesture of our apology I have reinstated the ***** gold points you used for the rental. The points will post to your account immediately.
Customer Answer
Date: 06/10/2024

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:05/23/2024
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 find it funny how when I needed help with this rental record *********, I couldn't get assistance from Hertz. But after disputing the charges with my credit card company, Hertz won't stop contacting me. I'm not paying them for my incredibly frustrating and unsafe customer service experience, which I never received help with.On 3.1.24 t 6 a.m., a 2020 ****** Kicks was rented to me. I asked the lady for a different vehicle but she said nothing was wrong with it. That was not true. It had a huge scratch on the hood and the hood didn't close entirely. As I was driving I noticed the hood was obstructing my vision and was in fear it would fly up the entire time. I tried multiple ways to contact Hertz corporate and the *********** where I got it from. Eventually they told me to bring it all the way back up to the airport. I didn't have another two hours out of my trip to return there to fix their error, especially because driving on the highway would be unsafe and they have multiple locations. After many more calls and emails ******************************* at the branch said I could exchange the vehicle anywhere. I went to no less than 3 branches, which all called multiple branches, who all said they had no inventory to spare. I reached back out to DTW and corporate and ******** said he'll waive the first day and I didn't have to fill up the gas. I'd prefer a safe vehicle or not to pay for the unsafe one at all, but I agreed because this was the only recourse offered. Unfortunately ******** did not keep his word and adjust the rate. He also said it would happen at checkout; I told him it did not. He then said it would take a few weeks to adjust it...The adjustment never came so I disputed the charges. A rental car company's entire job is to rent you a safe vehicle. Hertz failed to deliver and failed to provide attentive service at any point. I am not paying for being put in a literally unsafe vehicle, especially after I asked for a swap before I even left the facility and was denied.
Business Response
Date: 05/29/2024
BBB Complaint# ********
Rental Record# *********
This is in response to Driadonna ******
After further review of the rental agreement, the customer was refunded for one day and the fuel charge was waived. The customer was refunded in the amount of $88.76 on 5/16/24. This amount was provided to the customer as compensation for their troubles with the reservation. The remaining charge of $171.34 is due for the reservation and has been billed.
Thank you for contacting us.
Customer Answer
Date: 06/03/2024

Complaint: 21753153

I am rejecting this response because:
I have not received an updated invoice speaking to the adjusted figure in the mail or my email or on my charge account. I will accept once I receive the updated invoice.

Sincerely,

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

This is in response to **********************. The invoice has been attached for your records.

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,

**********************
Customer Answer
Date: 07/03/2024

Complaint: 21753153

I am rejecting this response because:
I demand an immediate response from this fraudulent business. Today I received a letter that my debt with them was sent to collections. This is incredibly deceptive and dishonest, as I just filed a complaint against them through this BBB process and we agreed they would adjust the amount owed on Jun 7. I asked for an updated invoice in order to accept their response, and they sent one, so if we just made an agreement on Jun 7, why am I getting a letter from a debt collector on July 1? I will pay this amount in total once I receive written notice via email and to my home address (which Hertz has, since they sent a debt collection in the mail but not simply an adjusted invoice) that Hertz has revoken any actions around debt collection and delivers proof and assurance this has not been reported to the credit bureau. If I see a debt collection from Hertz on my credit report I WILL NOT PAY THIS BILL AT ALL and I will file a complaint with the *** and the credit bureaus. You guys need to decide if you want $171.34 today or if you want nothing, but you will not put a derogatory ****** on my credit for an amount you have given me less than 30 days to pay.

Sincerely,

**********************
Customer Answer
Date: 07/03/2024
[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary. I am eager to resolve this matter and remand payment as soon as the business confirms any deleterious reports to the credit bureau have been revoked.
Sincerely,
**********************
Business Response
Date: 07/15/2024
Complaint ID: ********
RR#: 984294415

Thank you for contacting us. Your response states you are satisfied, however the case is still open. Please advise if this is resolved or if you require further assistance and if you require additional assistance, please provide details so that we may further assist.
Customer Answer
Date: 07/15/2024

Complaint: 21753153

I am rejecting this response because:
I understand that Hertz has sent this matter to a debt collector. This is upsetting because we were in communication via this platform.
I would like Hertz to please answer whether they have reported this to the credit bureau. Can Hertz please let me know whether they have made deleterious remarks to the credit agencies? I just need a yes or no.
Sincerely,

**********************
Business Response
Date: 07/23/2024
Complaint ID: ********
RR#: 984294415

We apologize for any problems you encountered with the vehicle during your rental period. As you kept the vehicle for the entire duration of your rental period, we have determined the outstanding balance of $171.34 is valid. You were made aware of the outstanding balance when invoices for payment were mailed to you due to Hertz not receiving payment because of the chargeback you initiated with your financial institution. Please contact ************* Services at ************ to pay the balance. Please be advised the balance was not reported to the credit bureau, therefore it has no bearing on your credit rating.
Customer Answer
Date: 07/24/2024

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:05/23/2024
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.
Prepaid rental agreement (Rental Record #*********). Upon receipt of the vehicle, I declined all additional services such as insurance coverage. Subsequent to the rental, I received a charge on my credit card for an additional $366.04. I filed a concern with Hertz ************** Case #*********, who indicated that they 'regret the misunderstanding' and will not refund the charges. I am concerned that their representative erroneously (and hopefully not maliciously) mis-entered the information into their system and they are not willing to refund the charges. They have acknowledged their error and noted that an apology is not sufficient, but have still not refunded the money nor have responded to my follow-up.
Business Response
Date: 05/30/2024
Complaint ID: ********
********************** RR#: 106477722
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
Our records show you previously contacted our **************** team regarding the additional charges billed. Their offices assisted with processing a refund of $328.13 which was issued on 05/26/24. Though processed on this date, please allow up to 5-7 business days for the funds to show on your billing statement. We are pleased that our **************** team provided assistance with resolving your concerns and have attached a copy of your amended invoice for your review and record.
Initial Complaint
Date:05/23/2024
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.
When I picked up my car on May 19 2024 at the Hertz counter at ****************************. The reception handed me over some paperwork with the highlighted portions, and then he didn't explained the highlighted portions which add an extra charges on me, he just asked me to signed the documents, and signed the highlighted portions too. I noticed the extra charges of $177.07 until I saw my credit card transaction records. Some of the charges in the $177.07 is to buy rental car insurance. But I really don't need to since my current car insurance covers the rental car insurance. Since the Hertz reception didn't explain to me that the signed paperwork (highlight portions) are is for buying additional rental car insurance, now I wasted my money to buy the service I really don't need to. So I don't think Hertz should refund me the extra money I paid for the rental car insurance and premium road service.
Business Response
Date: 05/29/2024
BBB complaint# ********
Rental Record# *********
This is in response to ***********.
The customer signed the ********************** agreement with the coverage charges accepted. In accordance with the signed rental agreement, the charges are valid and no adjustment is warranted.
Thank you for contacting us.
Customer Answer
Date: 06/10/2024

Complaint: 21751969

I am rejecting this response because: When I picked up the car, the ***** reception only asked me to sign all documents and put initial on the highlighted parts. they didn't explained that those documents are for rental car insurance. I have the rental car insurance already, but ***** made me pay additional insurance cost which I really don't need. It is ******* fault to not explain the additional cost to clients, which made me waste a lot of money. I want ***** to refund the insurance cost to me. Thanks.

Sincerely,

Zhikui Ning
Business Response
Date: 06/13/2024
BBB Case 21751969
Rental Record 147954892

This is in response to Zhikui Ning,

As a one-time goodwill gesture, a partial refund in the amount of $52 should post on the billed credit card within the next 7 business days. On future rentals, please review the rental agreement before leaving the location. If you have any questions at that time, please bring them to the attention of the agent.

Thank you for contacting us.
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. I will take the $52 refund. Thanks.

Sincerely,

***********
Initial Complaint
Date:05/23/2024
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.
Agreement #: L31620072 Dates: 4/9/24 - 4/16/24 I have President's ****** status that states free additional driver w/rentals. The only stipulation clearly listed online: No additional driver fee for spouse of domestic partner in the **. This doesn't say continental US & doesn't say territories are excluded (I booked in ****). I have requested an explanation of why I was charged for adding my husband & no one will tell me. Timeline (I have copies of all emails):4/9: Sent inquiry about rental charges 4/16: **** told my rental was ongoing so it couldn't be reviewed even though it was already returned. I followed up the same day confirming it was returned.4/24: Told that I had additional charges at the counter because my prepaid only locked in the price of the daily rental rate. Responded the same day w/1st request on why I wasn't able to use my free add. driver perk when I added my husband and mentioned I was charged for it.5/2: Was told I wasn't eligible for a refund (Which I hadn't even asked about yet). Responded the same day stating this didn't answer my question & asked a 2nd time regarding the additional driver charge.5/10: I never recieved a response & followed up again asking for a 3rd time about the additional driver charge.5/12: Recieved a follow up from ********************** stating I was never charged for an additional driver. Followed up same day asking for a 4th time to explain why I was charged for an additional driver. Provided a copy of my invoice showing I was charged for one & included 2 redacted credit card statements showing my charged for $605.15 & $166.41. Recieved a follow up same day that the rental location was contacted to investigate the matter.5/13: Recieved a breakdown from ********************** of my invoice & confirmed that I was charged for an additional driver then told "We hope this info clarifies the billing you received" Follow up same day w/5th request regarding additional driver charge. No response 5/21: Sent a follow up (6th request)
Business Response
Date: 05/29/2024
BBB Complaint# ********
Rental Record# L31620072
This is in response to *****************************
After reviewing the rental agreement, the customer was not charged for an additional driver. There was a deduction in the amount of $166.41 before the rental agreement was closed by the location. As the customer is a President ****** Rewards member, they do qualify to have a spouse or domestic partner as an additional driver with no charge. However, the customer rented from and Independent Franchise location and not all locations participate in the rewards program.
Thank you for contacting us.
Customer Answer
Date: 05/29/2024

Complaint: 21751175

I am rejecting this response because:
This is now the 2nd time I was told I wasn't charged for an additional driver and I was. Attached is the invoice listing the additional driver charge. The response times and answers from Hertz have been highly unprofessional. I never requested a refund of any kind until this point and I shouldn't have had to send over 10 emails with the one single goal of an explanation for why I was charged. Your website shows not disclaimer stating certain locations don't work with rewards. There is also no clear disclosure of what locations are franchises. I want to know where I can find this information and why I havent been able to get any direct information from customer service. I have all copies of the emails showing my questions were never answered.

Sincerely,

*****************************
Business Response
Date: 06/03/2024
Complaint ID: ********
********************** RR#: L31620072
This correspondence is being sent in response to *****************************.
We apologize for any frustration caused. When searching a location on our website or mobile app, it will show the type of location beneath the location details such as hours of operation, etc. As previously advised, the branch in which your rental took place is an independently owned and operated licensee franchise. As such, the owner of this location processing their own billing and invoicing. Although many Hertz licensees participate in our national pricing policies and promotions, some do not. Such was the case on this rental. All national advertising notes this, and the rates for these locations are accessible to our customers through our worldwide reservation system. We regret any misunderstanding.
Initial Complaint
Date:05/23/2024
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.
Hello, my name is *******************. I rented a vehicle from Hertz in *******, *****; they took funds out twice a week. I went up there to talk to the guy at that location; he told me if I did not like it, leave the car and go or whatever. So, I decided to look around for other options and return the car the day before my bill was due so I could get at least a vehicle from another rental company. And I did, but Hertz decided to take another week of money out of my account again. For what reason? I returned that car the day before the bill was due, so they were not authorized to take another payment out of my account.
Business Response
Date: 06/13/2024
BBB Case 21751004
RR No: 108578131

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

I apologize for the confusion regarding your billing for your Uber rental. Please be advised that every week you were billed included a deposit of the same amount plus up to $200. Our records show all holds were released as of 04/10. Please be advised the charge of $436.11 is for the rental period of 04/02 to 04/10.

Thank you for contacting us.
Initial Complaint
Date:05/23/2024
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.
Getting a charge for replacing the keys to the rental car in the amount of $250. I left the keys with the Hertz shuttle driver ****. Tried calling the Hertz location several times during business hours to inquire about the charges but it hangs up or says they're closed. Called the site that oversees all rental car companies and they say that that's their main complaint about Hertz at that location. I shouldn't be charged when I returned the keys and they the location refused to take calls to inquire about the charges. Not sure what else to do besides file fraud charges if this does not resolve.
Business Response
Date: 05/29/2024
Complaint ID: ********
RR#: *********

A review of our records indicates a refund of $250.00 for the key charge was refunded to your credit card on 05/23/24. It can take up to 7 days to post to your account. I apologize for any inconvenience caused and thank you for bringing this matter to our attention.
Initial Complaint
Date:05/23/2024
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 May 15, 2024. I picked up the vehicle at 2:55pm from **************. The next morning I called Hertz **************** and requested to return the vehicle to a new location. I was told I could return it to ******************** Location on Thursday. They said it was open and I could drop it there. I went to ******************** Location at 10AM and there was no one behind the desk for some reason even though the sign and online it said it would be open. I waited for 30 minutes and no one returned. In the meantime, I called Hertz **************** back. At ****** they finally picked up the phone at customer service and told me since the person was not at the desk to park the vehicle in a Hertz Stall and to leave the keys in the drop box. I Attached the rental agreement to the keys and left the car in Stall #**. The person on the phone said they would make the note of that in the rental agreement and send it to the location to confirm I dropped the car at 1030am. Since then, I have been charged $100 each day and the rental is still not closed out. I call and speak to a new customer service rep every day since then and each time they say wait 24 hours. And nothing happens. I call back the next day and they say the same thing. And I still get charged an additional $100. They will not let me speak to a supervisor and provide no explanation. They keep saying it will be closed out and I'll be refunded. But it does not happen. And every day I start over with a new person.
Business Response
Date: 06/10/2024
BBB Complaint: 21750150
RA: 145657934
This is in response to ***********************.
Thank you for contacting us regarding this issue. Our records do show that this contract was able to be closed on the correct date of 5/16/24.As the return location was changed you were charged $50. I will attach a copy of the updated invoice for this rental. I do apologize for any inconvenience this has caused in the interim.

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Business Response

Customer Answer

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Complaint statuses

Business Response

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Complaint statuses

Business Response

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Business Response

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Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

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Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

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