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

7,230 total complaints in the last 3 years.
2,227 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:05/20/2024
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 was charged for fuel despite filling up the vehicle prior to returning it. My rental record is *********. I declined the fuel surcharge and it is noted on my pickup documents. I now have to provide a receipt of fuel purchase when the gas station did not provide me a receipt at the pump. Hertz requires that I submit documentation however they should have been able to rectify this easily by contacting the location and having them check the vehicle. I should not have to jump through hoops to get my money back. I believe this is a tactic to get more money from their customers.
Business Response
Date: 05/28/2024
Complaint ID ********
********************** Agreement Number 145780983

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

I regret the inconvenience this matter has caused you. After review of our I am showing a refund of $25.14 was issued 05/26/24 for fuel. Please allow 5-7 business days for funds to post.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 05/29/2024

Complaint: 21737115

I am rejecting this response because:
While I accept the refund that was offered to my account this is only a personal resolution and not one for the many other people who have experienced the same issue but may have not contacted the BBB to make them aware of this problem. This issue is clearly very common because there is a dedicated line providing instructions for people disputing fuel charges. It requires several steps on the part of the renter to resolve the issue. It requires a receipt for the purchase of gas. ******** stations do not offer printed receipts at the pump. There is a high burden on the part of the consumer to reclaim the funds that they were charged. I'd like to see the company make a concerted effort to stop the unwarranted charges.

Sincerely,

***********************
Business Response
Date: 06/05/2024
Complaint ID: ********
********************** RR#: 145780983
This correspondence is being sent in response to ***********************.
While we appreciate your taking the time to share your concerns, we are unable to speak with you about past rentals for other customers. Rest assured, your concerns have been shared with appropriate management for their review and to ensure proper customer service procedures are being followed. With this in mind, we consider this matter as being fully addressed and closed.
Initial Complaint
Date:05/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a rental with Hertz and it was understood that if I didn't return the vehicle by 5/17/2024 that my card would be charged again. I spoke with a representative at Hertz who guaranteed me that I would not be charged if I returned the car by 5/16/2024. This representative said I could leave the vehicle at ****'s Collision and Towing located in *******, ** since I was receiving my car that was being repaired there and that someone from Hertz would retrieve the vehicle on 5/17/2024 and that I was to give the key to the secretary of ****'s Collision and Towing at the desk and that would count as returning the vehicle.On 5/18/2024, I noticed a charge for $362.35 against my card that was posted after 9 pm on 5/17/2024. I immediately called Hertz to demand why they would charge my card after confirming the car was retrieved. Obviously, Hertz is being run by a bunch of scamming liars who don't follow what they claim. I haven't received any indication of when I will receive my money back and I want to declare this charge as fraud.
Business Response
Date: 06/10/2024
Complaint ID: ********
********************** RR#: 128831102
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 regarding the charges billed for your rental. Our records show your rental contract under RR# ********** began on 05/03/24 under the Hertz/Uber partnership. These contracts are billed on a weekly basis at the set weekly rate plus applicable taxes and fees. The base weekly rate established for your rental on 05/03/24 was for $275.00/week plus taxes and fees for a total charge of $362.32. The first week was billed for rental from 05/03/24 - 05/10/24 and the second week billed for 05/10/24 - 05/17/24.
Your rental charges were only billed for the time in which you had the vehicle in your possession and no additional billing was incurred. We have attached copies of your initial rental contract which began on 05/03/24 as well as your invoices for the two above-mentioned weeks. With this in mind, the charges are valid and an adjustment or credit is not warranted.
Initial Complaint
Date:05/20/2024
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.
Hertz Rental Record # ********* Hertz Member ******* Authorization Charge $337.00 Rental Date: 05/18/2024 8:30 AM Pick Up Return Date: 05/18/2024 6:35 PM Final Receipt $137.27 Mileage In: 2701 Mileage Out: 2801 Miles ******* 100 Fuel 100 % Out: Fuel 100% In Hertz changed the final receipt with falsification that the ***** XC90 Hybrid was not refueled upon returning.The XC90 was refueled with $25.00 worth of gas; restored to the 380 miles of fuel.The Hertz rep was provided the details of the refueling and presented the receipt. The Hertz rep rejected taking the receipt as proof of refueling and did not attempt to check mileage or fueling. The Hertz rep asked me about the return mileage. I informed the rep that I could not find the mileage on the dashboard. I requested that he please check the mileage and refueling. The Hertz rep stated, Your fine. No need to worry. The Hertz representative asked if I wanted a printed copy of the receipt or an email copy. I requested both copies. On 05/19/2024, I received another receipt falsifying refueling charges added in the amount of $45.68 + 2.40 refuel tax.When I called the Hertz Rental **************** @ ************,Voice menu prompt stated that the only way to dispute refuel charges is online with receipt proof of refueling. Hertz Rental Car failed to complete the verification process of refueling at the point of return on 04/18/2024 @ 6:35 pm when I offered to provide all the details and proof. Hertz Rental Car confirmed that the status of the return was fine and there was no need to verify my stated claim and proof.Hertz Rental Car is not entitled to wait 24 hours to confirm the refueling.This process should have been completed at the point of return. Hertz Rental Car provided me with an immediate receipt at the point of return with verification that the fuel was returned @ 100%. I want the return credit of $45.68 + $2.40 applied to the credit card used to secure service on 04/18/2024
Business Response
Date: 05/28/2024
Complaint ID: ********
********************** RR#: 147445185
This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
When a vehicle is returned, rental charges are computed by the return location. However, all charges are subject to final audit as specified in the Terms and Conditions of the rental agreement. In the course of such an audit, an error in computation was found. Consequently, a corrected computation was processed and you were billed accordingly.
We regret any misunderstanding concerning the Fueling and Service Charge. According to our records the vehicle was returned with less than a full tank of fuel. Because you have indicated the vehicle was returned full, please supply a copy of the date and time stamped refueling receipt for consideration. We sincerely apologize for any inconvenience this may cause.
Customer Answer
Date: 05/29/2024

Complaint: 21736822

I am rejecting this response because:

The Hertz rep rejected the presentation of my fuel receipt at the time of return. The Hertz rep also declined to check my mileage and refueling of the car. The lazy Hertz rep did not want to complete the transaction in my presence. Instead, the Hertz rep decided to dishonor my integrity and financially abuse me and my credit with fraudulent business practices. Because I believed the Hertz rep was an honorable business person, I discarded the receipt. However, ******************************* was my passenger witness to refueling my car.
Sincerely,

***********************
Business Response
Date: 06/04/2024
Complaint ID: ********
RR#: 147445185

I apologize for any misunderstanding and dissatisfaction. In the interest of customer service I have issued a refund for the fuel charge. The refund of $48.08 will post to your credit card within 7 business days.
Customer Answer
Date: 06/04/2024

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:05/20/2024
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 made a complaint to the bbb originally 03-20-24 about thrifty cat rental at ***************************** on 01-14-2024 to 01-20-2024 rental record #*********. The complaint was the rental that was prepaid and customer service wanted a credit card on hold with a damage waiver that they said would be returned the day of returning the car. Complaint was submitted to BBB customer service *************************** assigned number ********. All the info was uploaded. Trusting again by word and response that as a one time gesture of goodwill we would like to refunded the amount of $232.29 to the credit card on file. *************************** from thrifty sent that response on 04-19-2024 showing in the upload info below. I have followed all instructions called credit card company to ensure no dispute was active, emailed like the instructions said to executive customer ********************************** and reference the number for refund to happen #******** and excepted business response. I have emailed three times to *************************************************** on May 3, May 10 and May 16 to find out the status of the refund. Every email I sent says they will return an response 2 to 3 days with no response or no return date. Again I thrusted word of mouth like the first time,they need to put a credit card on hold and will be returned as well as the one time gesture of good will from their executive customer service from thrifty *************************** ***************************************. Im looking for a response and the refund they promised.
Business Response
Date: 05/28/2024
Complaint ID ********
********************** Agreement Number *********

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

I regret the inconvenience this matter has caused you. After review of our records, and in accordance with the Signed Rental Agreement the Loss Damage Waiver (LDW) was accepted. However, after further review and consideration I have issued a refund for the **** in the interest of customer service. Please allow 5-7 business days to receive your refund of $232.29.

Thank you for allowing me to address your concerns
Initial Complaint
Date:05/20/2024
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.
Confirmation K8550268038e - ***************************** On Saturday, May 11th, I visited the Hertz location on ****************** in ********, **, to pick up an economy car rental that I had reserved online that morning. Upon arrival, the manager informed me that the specific vehicle I had reserved was not available. He stated that my only options were to either pay an additional $20 per day for a different vehicle or cancel the reservation entirely. I presented my email confirmation for the economy vehicle reserved at that location and time, but the manager reiterated that those were my only options. He further claimed that the website was inaccurate or outdated, thereby absolving Hertz of responsibility. I expressed concern that this situation was forcing me to incur additional charges, but the manager insisted that I cancel the reservation instead and walk away.Given the lack of other nearby rental options and the inconvenience of having taken an Uber to reach the location (my personal vehicle was undergoing repairs), I felt coerced into accepting the higher rate. The manager's insistence on my supposed ability to walk away was unhelpful and dismissive of the predicament I was in.I requested to speak with his supervisor, only to be told he was the highest authority present. Consequently, I had no choice but to accept the additional charges, resulting in an extra $140 for the total rental period. This experience left me feeling misled and compelled to pay more than the confirmed reservation rate.Under applicable consumer protection laws, this constitutes a breach of contract and deceptive business practices. As such, I want HERTZ to reimburse me the additional $140 I was unfairly charged due to the unavailability of the reserved vehicle.
Business Response
Date: 06/06/2024
BBB Case 21737059
RR No: 143587253

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

Whilst we make every effort to ensure a vehicle from the class booked will be available, regrettably, we cannot guarantee the class, make, or model of the vehicle received. On rare occasions, unforeseen situations may arise that are beyond the branches' control. This is usually caused by late returns, extended rentals, damaged vehicles, etc. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Initial Complaint
Date:05/20/2024
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.
Reserved Hertz vehicle via rental Confirmation K6723910451 for the period of 11/14/23 to 2/14/24, copy attached. ***************************************************************** Manager *************, ** honored confirmation for ************* location where I rented the vehicle on 11/14/23. Prior to initial period expiration, I renewed the car at the same terms for an additional 3 months through 5/14/24. I was charged $921.91 each month by Hertz *********************** I called Hertz on 4/15/24 with the mileage reading and change of return date & location to 5/1/24 at *** and requested the final billing amount. ***** said about $817.69. This seemed too high. On 4/25/24 *************************** gave me a printout of Rental Record #********* with the revised rental dates and return location to LAX: 5 months @ $781.84/month, 14 days @ $28.14 with estimated total of $4,898.51. These prices listed match what was quoted on the original confirmation. ******************** advised the total payments made to date would be applied to the rental with the difference to be charged on return. 5 payments of $921.91 totaling $4,609.55 had been made at that time, leaving a balance due of $288.96. The vehicle was turned in at LAX with a full tank of gas on 5/1/24 at about 4:50am, but I was not given my final receipt, which was to be emailed. Final billing email from MM department shows charge of $668.92, which was taken from my credit card.This is a "bait and switch" tactic, where the local office tells the customer that total charges would be $4,898.51 and the Corporate billing department uses a different calculation method charging $5,278.47, or an overcharge of $379.96.The local office uses a calendar month calculation, whereas Corporate bills on a 30 day month. Additionally there is also a discrepancy in the daily rate corporate uses.My expectation is that the Estimated Charge for Rental Record ********* given to me by the Redondo Beach Location with a total charge of $4,898.51 be respected and honored.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number 997843254

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

After review of our records, I have adjusted the daily rate to reflect the rate shown on the Signed Rental Agreement. A refund of $281.59 has been issued and should post within 5-7 business days.

I regret the inconvenience this matter has caused you and appreciate you allowing me the opportunity to address your concerns.
Customer Answer
Date: 05/29/2024

Complaint: 21736442

I am rejecting this response because: On 4/25/24 the manager of the ******************** advised me that the total charges for the rental from 11/14/23 to 5/1/24 would be $4,898.51 per copy of RR 654671533. Further he stated that upon vehicle return I would be charged the difference between the $4,898.51 less the payments made so far on the contract. 5 payments of ****** totaling $4,609.55 had been made as of 4/25/24. That would have left a balance due of $288.96. But I was charged $668.92 by Corporate billing department, resulting in an overcharge of $379.96. Therefore, the offer to refund $281.59 is still short $98.37.

Sincerely,

***********************
Business Response
Date: 06/02/2024
Complaint ID: ********

I have issued an additional refund in the amount of $98.37. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:05/20/2024
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 was charged $400 for smoking in the car when there was no smoking in the car. There have been numerous requests for the evidence and the response is only "We have confirmed". They could not have confirmed because it did not happen.
Business Response
Date: 06/07/2024
Complaint ID: ********
********************** RR#: 983010254
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
We sincerely apologize for any misunderstanding regarding the detailing charge on your recent rental. Hertz vehicles are serviced and cleaned before being assigned to customers. Customers should return the vehicle in the same condition as rented. We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, smoke odor/ash and other similar impurities require more time and detail to remove. In such instances, Hertz will assess a cleaning fee.
As stated in the Terms and Conditions, if the vehicle requires more than Hertz's standard cleaning on its return, Hertz may charge the customer for the actual costs incurred to have the vehicle cleaned. The charges for this rental have been reviewed and are correct. We have received notification from our Area Manager in ******* that the vehicle was returned with evidence of smoking such as a strong smoke odor and ash. Attached is photos of the ash inside the vehicle at the time of return.
Initial Complaint
Date:05/20/2024
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.
Ref. No: ******** Rental Agreement #: ********* Reservation ID: *********** I planned a business trip to *********** and used the online booking system to create a reservation. The cost was $336.68. Upon arriving to the facility, I went to the counter and signed for my rental using the electronic keypad. I was given my rental agreement AFTER signing and AFTER declining all the miscellaneous charges, the agent took it upon themselves to add the charges herself, even after I declined them. There was no discussion of the charges and I believe this to be fraud on all accounts. I am requesting that cameras and recordings all be pulled to verify the interaction and that I declined these charges.After reaching out to customer care, ******** **************** gave me the following response - "Thank you for taking the time to reach us. I understand your concern regarding the charges. However, since you have signed the rental agreement, the charges are valid and cannot be adjusted. I appreciate this opportunity to provide assistance. Your business is appreciated and we look forward to being able to serve you again."This is absolutely unacceptable that the company is not making any attempt to right this wrong. I am asking the company to take ownership for adding additional charges onto reservations without informing the customer. I am asking for a refund ONLY of the chares that were added on without my consent ($240).
Business Response
Date: 05/28/2024
Complaint ID: ********
********************** RR#: 141221511
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) and ******************* Supplement (LIS) 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.
Customer Answer
Date: 05/29/2024

Complaint: 21736061

I am rejecting this response because: This is about Hertz committing fraud and not informing the customer of tacked on charges until AFTER the agreement made online is signed. The employee added the charges on, not me after the reservation was booked online with the charges DECLINED. Your business is committing fraud and obviously that's not something you are seeming to care about.
Due to this abhorrent response, I will have no choice but to take the matter public. Social media seems to be a stronger motivator for businesses once they see the repercussions of their actions by way of revenue loss. Nothing that hasn't been discussed here will be discussed in these videos in an attempt to spread awareness that Hertz is OK with their employees/ business committing fraud - and frankly it seems like that's part of your business model.
You as a company have a duty to inform customers if you're adding declined services BACK into the rental agreement BEFORE the customer signs it.

Sincerely,

*************************
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: 141221511

I apologize for your dissatisfaction, however we rely on the signed rental agreement to verify your acceptance and understanding of your charges. After a thorough review of this matter, we stand by our original decision. 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: 06/03/2024

Complaint: 21736061

I am rejecting this response because:
I rejected the charges online when I created my reservation, your employee added them back in and had me sign before seeing she added them back in. This is fraud and I'll be posting my entire experience on social media for awareness. This has caused me immense distress to continue arguing back and forth and I would have had no idea the employee added these charges in without my request because she had me sign FIRST.
I have pulled all 110 employees off our hertz partnership. This will be discussed online and you have lost over $40,000 in yearly revenue because you refuse to do the right thing.

Sincerely,

*************************
Initial Complaint
Date:05/20/2024
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 February 27, 2024, I rented a car at Hertz ******************* for one day. On February 28, about 3 miles from the airport, I was struck from behind by another car on the freeway. Conditions were icy and the responding police arranged for both cars to be immediately towed from the scene to avoid further collisions. I was told that I should contact Hertz with information about the towing company to arrange for pick up/delivery back to Hertz, which I promptly did. Although it took several calls, enduring lengthy hold times (with inane music playing repeatedly), I spoke with various representatives of different departments within Hertz. I was repeatedly assured that Hertz would pick up the car promptly, that I did not need to make arrangements to have the car returned to Hertz myself, and that I would not be charged for any extra days while Hertz waited to pick the car up. Because I needed the closing receipt to submit for expenses, I called Hertz virtually every day to find out when the car would be picked up and I could get the receipt. Each time I was reassured that the car would be picked up shortly and that I was not going to be charged for any extra days while. Hertz finally picked it up on 3/13/24, and has now charged me an additional $1886.20. Hertz has now fraudulently claimed that the "vehicle was impounded by the police" and "not released to Hertz until 3/13/24." This is a flat-out lie. Hertz could have picked the vehicle up on 2/28. If I had not been repeatedly assured by Hertz that I would not be charged while waiting for Hertz to pick up the car, I would have arranged for the towing company to return the car. I relied on the representations and assurances from Hertz and now they are lying about the circumstances to charge me nearly $2000 for something that was entirely within the control of Hertz.
Business Response
Date: 05/30/2024
Complaint ID: ********
********************** RR#: 983484165
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 filed a complaint with the Office of the Attorney General. This inquiry was responded to by our ************************** team on 05/29/24 at which time, a refund of $1883.83 was processed. Though processed on this date, it will take up to 5-7 business days for the credited amount to show on your billing statement. A copy of your amended invoice is being attached for your review and record.
Initial Complaint
Date:05/20/2024
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 back in 2017 from hertz through my car insurance. I try to go through them again through and I was told I'm on the do not rent list. I had no clue. I was told that they had to get the car cleaned because of pet hair. The pet hair came from my clothes. I didn't not put my pets in the rental car. What do they expect when you have pets it's going to transfer from clothes and another items. The do not rent list Is for the ******** area only.
Business Response
Date: 05/24/2024
BBB Case 21734838

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

I apologize for the difficulties you encountered. While it is standard procedure to charge a cleaning fee for pet hair in our vehicles, this does not typically result in suspension. Could you please provide your driver's license number so that I can review your Suspended Rental Privileges status?

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

Complaint: 21734838

Drivers license Number ******** issued on 04/10/2023 in **** expired on 4/10/202027
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: L6260173-3
Thank you for contacting us. Our ********, **** location is a privately owned licensee and maintain their own Do Not Rent list. They have advised the vehicle was returned with excessive pet hair, which resulted in a cleaning fee being applied to your rental. However, the credit card used for your rental declined. Because of the non-payment and pet hair they have advised the Do Not Rent will remain. If you have any further questions please contact the local office in ********, *****
Customer Answer
Date: 06/12/2024

Complaint: 21734838

I am rejecting this response because: I have pets I'm being charged for pet hair in a vehicle. I have never heard of such a thing. So if anyone who has pets better not rent from hertz or they will be charged a fee to clean it. **** corporate should step in. Because it's rickdiculous. I have rented from enterprise and I have never been charged a fee to clean the car because of pet hair. That is part of doing business because people have pets and hair is transferred easily.

Sincerely,

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

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