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Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

Find a Location

Hertz has 2069 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • Hertz

      8501 Williams Rd Estero, FL 33928-3325

    • Hertz

      5405 Airport Service Rd Tampa, FL 33607-1419

    • Hertz

      4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

    • Hertz

      Ontario International Airport Ontario, CA 91761

    • Hertz

      5800 Gasoline Alley Dr Bakersfield, CA 93313-3741

    Customer Complaints Summary

    • 7,222 total complaints in the last 3 years.
    • 2,233 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/22/2024

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have requested a name change since the beginning of April. The company has not completed this change even after several emails to this request. I have contacted customer service to only get a run around about the changes.

      Business Response

      Date: 05/29/2024

      BBB Case 21746485

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

      Rest assured, upon my review I have confirmed that your name has successfully been changed on your loyalty account.

      Thank you for contacting us.
    • Initial Complaint

      Date:05/22/2024

      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 have an ongoing issue with Hertz. Originally, the local Hertz store mislead my wife to get her to sign up for insurance that she already had. Since then, Hertz has emailed me confirming they would refund this back to my card. I've received several documents from them confirming this was supposed to be refunded, however it still is not refunded. On May 8th, they again said it would be credited back to my card for $347.04 but would take 7-10 business days. As of today, it is still not back on my credit card.

      Business Response

      Date: 06/07/2024

      BBB Case# ********  
      RA# N35641384 

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

      I sincerely apologize for the inconvenience your wife has experienced. Please call our ********************** team directly at ************* with your full credit card information to proceed. When calling please reference case number ******** to the agent on the line. 


      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 can confirm a pending credit on my credit card for the amount in question.  

      Sincerely,

      ***********************************
    • Initial Complaint

      Date:05/22/2024

      Type:Order 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 from Hertz in March and returned the vehicle as it was. Two months later they send me a bill for ****** for damage. This is fraudulent claims. This company has been in the news several times for fraudulent charges to customers. I am not paying them a dime because I didnt damage the vehicle.

      Business Response

      Date: 05/30/2024

      BBB Case number: 21743199
      RA# *********


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

      I sincerely apologize for the inconvenience you have experienced.  The damage claim has now been closed and you will no longer be held responsible.

      Thank you for contacting us.


    • Initial Complaint

      Date:05/22/2024

      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 rented a car for the dates of 05/03/24 to 05/05/2024 at the ************** rental of Hertz. I returned the car on the agreed date and location but left an item in the vehicle. The day after the return, I filed a report for lost and found immediately. Since I live nearby the car rental return, I decided to go there myself in hopes they would allow me to retrieve the item myself. The manager at the time told me to wait for the filed report to be updated. I gave it a chance and I received an email 3 days later telling me that the item was not found when in fact it is easy to find especially after giving specific details of the location where it was left in the report filed. It is also difficult to get a hold of their customer service hotline just to follow up on this concern. It has been well over 2 weeks and still no update. I sent an email to their executive customer service email last week and still no reply. At this point I am very frustrated that just as simple as retrieving my item couldnt be done. What is the point of filing a a lost and found report if it cant even be done as quick as 1 week especially with the fact that I filed the report the day after the return.For reference:Rental record number: M16662343 Lost and found reference number: ******** Car number: 01293/5609011 Car make and model: GMC Terrain 2024

      Business Response

      Date: 05/28/2024

      BBB Case 21744436
      RR No: M16662343

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

      Please accept my deepest apologies for the inconvenience. Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

      Thank you for contacting us.

      Customer Answer

      Date: 05/29/2024

       
      Complaint: 21744436

      I am rejecting this response because:
      I understand that it is not the sole responsibility of the owner of the item for his/her item/s. Hence why I decided to go to the branch of where I returned the car but was not given the chance to retrieve the item right there and then even after I filed a report prior to even visiting the branch. I decided to be patient in hopes they would retrieve my item because its a big item that could easily be seen. I also gave the specific location in the vehicle where it could be found. According to them, the vehicle would have to go through cleaning once returned so that means it wouldnt be rented immediately after return. So that means they have the chance to retrieve the item. As simple as retrieving a huge item shouldnt take much effort. It is frustrating that something this simple couldnt be done in a short amount of time.


      Sincerely,

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

      Business Response

      Date: 06/05/2024

      Complaint ID: ********
      ********************** RR#: M16662343

      This correspondence is being sent in response to *****************************. 

      We regret any inconvenience you experienced regarding your lost item.  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 in ******* conducted a search of the vehicle and of the Lost and Found inventory.  Unfortunately, in this case, your item was not located.

    • Initial Complaint

      Date:05/21/2024

      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 Agreement ******** Confirmation # K8403075046 Dates: May *****, 2024 On a recent trip to ***********, I rented a car from Hertz with an intended price of $260.84. This reservation had no additional fuel charge add ons, insurance or anything else additional the company charges for extra for. I returned the car to LAX early, with a full tank of gas that I paid for prior to leaving for my flight. Hertz charged me $451.36. They included a $161.42 fuel charge that I did not authorize and that should not have been included due to the fact that I returned the car full. I have both the confirmation receipt, the receipt at the time of return, and the gas receipt showing I paid for $56 for a full tank of gas prior to arriving at ****I want a refund of the $161.42 unauthorized charge to my card IMMEDIATELY.

      Business Response

      Date: 05/28/2024

      BBB Case 21744098
      RR No: 14641869

      This is a response to Sterling Battle

      Please accept my deepest apologies for the inconvenience. I have removed the fuel charge to issue a refund of $188.54 to the card on file. Please allow up to 7 business days for the funds to post to your account.

      Thank you for contacting us.

      Customer Answer

      Date: 05/29/2024

       
      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,

      Sterling Battle
    • Initial Complaint

      Date:05/21/2024

      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 3/7/2024 my wife ******** and I reserved a Small SUV to pickup at the *************************************************************** (Confirmation K7913119436). The pickup date/time was Sun 4/7/24 at 11:30pm (connected to a flight from SMF) at a cost of $131.67 with a dropoff on Tuesday 4/9/27 at 5:00am.I was concerned about the fact that our flight got in near their posted closing time, so I called Hertz customer service prior to our flight (about 1 week before our flight) and the representative assured me that since our reservation had a flight linked to it, that we could pick up the car up to 2 hours after the posted closing time (which would have been 1:30am local time). When we arrived at the airport around 11:55pm we looked for shuttle to get to Hertz but were unable to find one (none arrived at the terminal rental car shuttle lane). We decided to get a cab to get to the rental car lot at a cost of $20, and when we arrived the entire lot was locked up and there was absolutely no way to access the facility to pick up our car. There was also no answer at their customer service line, leaving us completely stranded in an unfamiliar and for all we knew unsafe part of the city. We had to walk through this unknown part of town (as our cab had already left), to another rental agency (National/Enterprise) that thankfully was still open, and despite being incredibly busy, were able to find a car that we could rent for the same time window (exactly the same vehicle-small SUV ****** Rogue or similar) at a cost of $244.80. We had no other options thanks to the negligent behavior of Hertz and rented the car at National/Enterprise. I have contacted Hertz multiple time and received multiple nonsensical and unrelated responses that I'm happy to provide. I also finally received an offer of a $50 voucher to make this go away, but this is absolutely not sufficient. I feel that Hertz should cover the increased cost that we incurred due entirely to the dangerous inconvenience they caused.

      Business Response

      Date: 05/30/2024

      BBB Case 22252101
      Res No: K7913119436

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

      I apologize for the confusion regarding our afterhours pickup policies. Our records show that you did not include your flight information on your rental and booked for pickup right at closing time. Please be advised that the location will only stay open late to accommodate guests arriving late if your flight number is included in your booking so they can track any flight delays but not for rentals booked outside of operating hours. With this considered, I must respectfully decline your request for compensation. I apologize for the inconvenience.

      Thank you for contacting us.

      Customer Answer

      Date: 05/31/2024

       
      Complaint: 21743568

      I am rejecting this response because: their claim is entirely inaccurate. When I called their customer service prior to our flight to confirm their policy, I was told that because our flight was listed in the reservation, we would have up to 2 hours after they close to pickup the car. I explicitly asked-just to confirm-our flight information is already listed on the reservation? Their response was, yes, it is on the reservation. I was prepared to provide the flight information, but was told it was already on the reservation. If it was not, this is entirely the fault of the inaccurate information provided directly by their customer service and ********************** should accept responsibility for their error.  The response is entirely unacceptable, and we formally request that they try to make this right. 

      Sincerely,

      ******* And *************************

      Business Response

      Date: 06/04/2024

      Complaint ID: ********

      Res#: K7913119436

       

      So that we may try and review the call that was made to confirm the late arrival, please provide the telephone number you called from (your telephone number). 

      Customer Answer

      Date: 06/05/2024

       
      Complaint: 21743568

      I am rejecting this response because: Their response indicates that they are still looking into this. I made the call from either ************ or ************. 

      Thank you very much,


      Sincerely,

      ******* And *************************

      Business Response

      Date: 06/19/2024

      Complaint ID: ********

      Res#: K7913119436

       

      Thank you for the requested information. We have reviewed our records and found only one phone call to our ***************** The call was on 04/08/24 and it was to complaint that the location was not open when you arrived the previous night. Based on this information, our position remains unchanged as there was not flight information on the reservation. 

      Customer Answer

      Date: 06/20/2024

       
      Complaint: 21743568

      I am rejecting this response because: this is patently false. After this blatant false statement, I reviewed my phone records (see attached screenshot) which documented three phone calls (both of the numbers route to Hertz ****************** The first on 3/26/24 before our flight for 24mins where I confirmed all of the information previously provided in this claim. The second was on 4/8 when I was on hold for 13 minutes at 12:37AM trying to pickup a car at locked lot and desperately trying to get ahold of someone-a call that was never answered, and eventually just disconnected me.   The last call on 4/8 at 6:35AM was the only call Hertz acknowledges receiving. This continued denial and outright lies are completely absurd. I would like Hertz to explain why I had to waste even more of my time to track down the record of these calls and why they are clearly lying to avoid responsibility. My next step will be to contact a local investigative reporter in ************** to see how many more people are being mistreated this way and to speak a lawyer to pursue legal action against Hertz. 

      Sincerely,

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

      Customer Answer

      Date: 06/21/2024



      Complaint: 21743568

      I am rejecting this response because: this is patently false. After this blatant false statement, I reviewed my phone records (see attached screenshot) which documented three phone calls (both of the numbers route to Hertz ****************** The first on 3/26/24 before our flight for 24mins where I confirmed all of the information previously provided in this claim. The second was on 4/8 when I was on hold for 13 minutes at 12:37AM trying to pickup a car at locked lot and desperately trying to get ahold of someone-a call that was never answered, and eventually just disconnected me.   The last call on 4/8 at 6:35AM was the only call Hertz acknowledges receiving. This continued denial and outright lies are completely absurd. I would like Hertz to explain why I had to waste even more of my time to track down the record of these calls and why they are clearly lying to avoid responsibility. My next step will be to contact a local investigative reporter in ************** to see how many more people are being mistreated this way and to speak a lawyer to pursue legal action against Hertz. 

      Sincerely,

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

      Business Response

      Date: 06/24/2024

      BBB Complaint: 21743568
      Reservation ID: ***********

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

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

      After further review, I have issued a refund of $136.02 to Mastercard x0230, pertaining to the difference between the Hertz confirmation and the final invoice from Enterprise.

      Customer Answer

      Date: 07/03/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* And *************************
    • Initial Complaint

      Date:05/21/2024

      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.
      Reservation # k8452545608 I rented a car on 5/1/24 immediately called hertz and canceled my rental the same day about an hour later when i realized i did not need a rental for my vacation it has now been ******************************************************************************************************************************************************************* they have nothing else to do. I call my bank and they advise they can not do anything because it does not show as cancel on their end and the business has the transaction as pending. They advise the refund would be 7-10 business days it has now been 20 and no resolution. I WANT MY REFUND ASAP

      Business Response

      Date: 05/28/2024

      BBB Case 21743225
      Res No: K8452545608

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

      Upon my investigation I found that your rental was booked through Priceline. During my investigation I found Hertz did not accept the payment for this third-party booking. Please be advised you will need to reach out to Commission Junction for any compensation.

      Thank you for contacting us.

      Customer Answer

      Date: 05/29/2024

       
      Complaint: 21743225

      I am rejecting this response because: I did not book this reservation through Priceline I booked it directly through the Hertz website. Attached are my receipts if I had booked it through Priceline, I wouldve had a receipt from Priceline. I went on the Hertz website and I booked it directly on Hertz website and I called Hertz immediately after my reservation to cancel it and was advised I will receive a refund within 7 to 10 business days. It has now been one month and still nothing has been resolved and I keep getting back-and-forth without my refund. I want my refund now and I want this escalated to the higher highest supervisor at hertz see my receipts attached you had no problem collecting my money, but you have a problem giving me back my refund

      Sincerely,

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

      Business Response

      Date: 05/31/2024

      BBB Case 21743225
      Res No: K8452545608

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

      I apologize for the confusion. Could you please provide a screenshot of the cancellation fee in your bank account?

      Thank you for contacting us.

      Customer Answer

      Date: 05/31/2024

       
      Complaint: 21743225

      I am rejecting this response because:

      what are you talking about cancelation fee there is no cancelation fee I have provided all images and screenshots I made the reservation on 5/1/24 and called immediately to cancel my reservation and was told a refund would be process for the full $269 and nothing was processed 

      Sincerely,

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

      Business Response

      Date: 06/07/2024

      BBB Case 21743225 
      RR No: K8452545608 

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

      Thank you for taking the time to speak with us today. I have begun processing your refund of $269.26 to the card provided. Please allow up to 14 business days for the funds to post to your account. 

      Thank you for contacting us. 

      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:05/21/2024

      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.
      03/06/2024- scheduled to pick up **** **** **** van not available and was given sub compact vehicle, vehicle not acceptable and cancelled 3/6/2024. I visited the Enterprise Rental booth in the same office and was able to rent the **** van that night and have the paperwork for review. I cancelled my vehicle with the young gentleman at Hertz and the information is available online when you type in the reservation number. I have tried to get the charges reversed off of my credit card since March. I have filed a claim with ************ and they will not reverse because the corporate office for some reason still thinks i rented the vehicle when it is clearly shown that it was cancelled. I have called the 800 # multiple times and had my concerns "escalated" without any call back, I have called and spoke with Bridge manager ******************************* at the ******************* Hertz and she states she cannot help me or reverse charges that is has to come from 800#. She declined giving me a supervisor phone number and continues to state that it is my credit card company's issue. She gave me an email to *************************************************** in which I have sent email to twice. I need help with this as it doesnt seem HERTZ wants to give me my money back, as I NEVER RENTED OR TOOK A VEHICLE OFF THE PROPERTY!!! I cancelled and signed the electronic form in the office on 3/6. Corporate office has no clue what is going on in this place!!

      Business Response

      Date: 05/28/2024

      BBB Complaint: 21743188
      RA: 987853521

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

      Thank you for contacting us regarding this matter. Upon further investigation, we have found a refund of $1034.26 was issued back to the card on file for this reservation. Please allow 5-7 business days for this to reflect. I do apologize for the lack of customer service you have received and the inconvenience this has caused.

      Thank you for allowing me to assist in this matter. 

      Customer Answer

      Date: 05/28/2024

       
      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 am still wondering why it has taken 2 months and and investigation by BBBfor resolution? I am discouraged that your management team at the ******************* were unable to help me at all, nor did they ever care to follow up with me. I had to call weekly and was just given the basic 888 number to call in which several excallations were submitted by phone operators. 

      Sincerely,

      *******************************
    • Initial Complaint

      Date:05/21/2024

      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.
      They tried to say we smoked in the car and charged us a smoking fee. We did not smoke in the vehicle. I don't like that they just have you drop off the keys and then charge you later. We paid $273 to book the reservation for 3 days, then they were only supposed to charge us $169 and some change but they ended up charging us $569 and some change! So we really paid $842 to rent a small car for 3 days!

      Business Response

      Date: 05/28/2024

      BBB: 21741792
      RA: 142252423

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

      I do apologize for the inconvenience this may have caused you. Upon further review of this matter, we have found you were charged a $400 for a smoking fee as noted by the location. Smoke odors and other similar impurities require time and detail to remove. Thus, in such instances as with your rental, Hertz will assess a cleaning fee. With this in mind, we do consider these charges valid and no adjustments are necessary. I do apologize as I understand this is not the desired outcome.

      Thank you for allowing me to assist in this matter.

    • Initial Complaint

      Date:05/21/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hertz has made false and fraudulent bills and initially charged my card without authorization.I was provided a rental vehicle through an insurance company and was told at the time of signing for the vehicle that all charges would be handled through the insurance company. Hertz then proceeded to send me a bill for charges, which I did not authorize. I was expressly told and agreed to all matters being sent by hertz to the insurance company.

      Business Response

      Date: 05/29/2024

      Complaint ID: ********
      ********************** RR#: H30614824

      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 Loss Damage Waiver (LDW) 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. 

      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 $280.50 remains unpaid, because these changes are valid you will need to contact our Collections partner, ************* Services, directly at ************** to settle these charges.

      Customer Answer

      Date: 05/29/2024

       
      Complaint: 21741587

      I am rejecting this response because:

      Your employees misrepresentations are fraudulent inducement. Ive disputed with Viking also.

      Youve lost a dedicated customer-good job.

      Sincerely,

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

      Business Response

      Date: 06/05/2024

      Complaint ID: ********
      ********************** RR#: H30614824

      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. 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: 06/06/2024

       
      Complaint: 21741587

      I am rejecting this response because:

      Same as before. No change from Hertz so no change from me.


      Sincerely,

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

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